Cisco Cisco Unified Contact Center Enterprise 9.0(2) Installation Guide

Purpose .....................................................................................................................................................1
Audience ....................................................................................................................................................1
Organization ..............................................................................................................................................1
Related Documentation .............................................................................................................................2
Conventions................................................................................................................................................3
Obtaining Documentation...........................................................................................................................4

Cisco.com..............................................................................................................................................4
Product Documentation DVD.................................................................................................................5
Ordering Documentation........................................................................................................................5

Documentation Feedback...........................................................................................................................5
Product Alerts and Field Notices ...............................................................................................................6
Cisco Product Security Overview...............................................................................................................6

Cisco Technical Support & Documentation Website..............................................................................7
Submitting a Service Request...............................................................................................................8
Definitions of Service Request Severity.................................................................................................8

What is the IPCC Gateway Feature?........................................................................................................11
What is the Parent and Child Relationship?.............................................................................................12
About Peripheral Gateways......................................................................................................................13
High Availability and Fault Tolerance in IPCC Gateway Deployments......................................................14

IPCC Gateway using IPCC Enterprise Gateway PG...........................................................................14
IPCC Gateway using IPCC Express Gateway PG...............................................................................17

Routing in IPCC Gateway Deployments...................................................................................................18
The Call Data Transferred Between Parent and Child..............................................................................18
Reporting in IPCC Gateway Deployments................................................................................................19
Upgrading to Use an IPCC Gateway Solution..........................................................................................19

Deployment Overview..............................................................................................................................21
What You Need Before You Install............................................................................................................24
Installation and Configuration Checklist...................................................................................................24

How to Configure the IPCC Enterprise Gateway PG...............................................................................26
How to Configure the IPCC Enterprise Gateway PIM..............................................................................27
Autoconfiguration with IPCC Enterprise Gateway....................................................................................28

Routing for the IPCC Enterprise Gateway................................................................................................29
Troubleshooting in an IPCC Enterprise Gateway Deployment.................................................................30

What You Need Before You Install............................................................................................................33
Installation and Configuration Checklist...................................................................................................34

Cisco IPCC Gateway Deployment Guide for Unified ICME, Unified CCE, and Unified CCX, Enterprise Releases 7.2(1) and Express Release 5.0(1)