Cisco Cisco Unified IP Interactive Voice Response (IVR) 8.0(1) Release Note
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Cisco Unified Contact Center Express Solution Reference Network Design
Chapter 2 Cisco Unified Contact Center Express Solution Architecture for Cisco Unified Communications Manager
Cisco Unified CCX Fault Tolerance
Figure 2-9
Cisco Unified ICME Integration with Two Unified Gateway Sites and one Traditional ACD Site
For Cisco Unified CCX to integrate with Cisco Unified ICME software, there must be a Cisco Unified
CCX Gateway PG installed on a separate server from the Cisco Unified CCX server.
CCX Gateway PG installed on a separate server from the Cisco Unified CCX server.
The Cisco Unified CCX Gateway PG must be ordered as a part of the Cisco Unified ICME software suite.
The Cisco Unified CCX Gateway PG software is installed from the Cisco Unified ICME software
installation CD—not from the Cisco Unified CCX software CD.
The Cisco Unified CCX Gateway PG software is installed from the Cisco Unified ICME software
installation CD—not from the Cisco Unified CCX software CD.
Note
Partners must have Cisco Unified ICME/Unified CCE ATP status to order and deploy the Cisco Unified
Gateway PG with Cisco Unified ICME software.
Gateway PG with Cisco Unified ICME software.
The Cisco Unified Communications Sizing Tool can assist solution planners and designers in sizing the
hardware required for a Cisco Unified CCX deployment.
hardware required for a Cisco Unified CCX deployment.
When the Cisco Unified ICME routes calls to Cisco Unified CCX, it is really routing them to a Cisco
Unified CM dialed number. Then Cisco Unified CM goes through the process of resolving the dialed
number association to the CTI Route Point and Cisco Unified CM Telephony user and offering the call
to Cisco Unified CCX. Cisco Unified CCX then invokes the appropriate script.
Unified CM dialed number. Then Cisco Unified CM goes through the process of resolving the dialed
number association to the CTI Route Point and Cisco Unified CM Telephony user and offering the call
to Cisco Unified CCX. Cisco Unified CCX then invokes the appropriate script.
For more information about the Cisco Unified CCX Gateway, see the Cisco Unified Gateway
Deployment Guide.
Deployment Guide.
Cisco Unified CCX Fault Tolerance
The Cisco Unified CCX solution offers a number of capabilities to provide fault tolerance. To begin with,
a Cisco Unified CCX deployment utilizes a Cisco Unified Communications network composed of Cisco
data switches and routers, which provide for a highly available data network with many options for
redundancy. Cisco campus and network design guides discuss best practices for designing highly
available networks with Cisco switches and routers.
a Cisco Unified CCX deployment utilizes a Cisco Unified Communications network composed of Cisco
data switches and routers, which provide for a highly available data network with many options for
redundancy. Cisco campus and network design guides discuss best practices for designing highly
available networks with Cisco switches and routers.