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 3 Cisco Unified Contact Center Express Solution Architecture for Cisco Unified Communications Manager
Architectural Overview
This chapter includes the following sections:
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Architectural Overview
Cisco Unified CCX communicates with Cisco Unified CME using open standard Session Initiation
Protocol (SIP) for call processing When the Cisco Unified CCX Engine starts, the CME Telephony
Subsystem sends a SIP REGISTER request to initiate communication with Cisco Unified CME.
Thereafter, Cisco Unified CCX sends SIP REGISTER requests at a configurable interval to Cisco
Unified CME to keep the communication link active.
Protocol (SIP) for call processing When the Cisco Unified CCX Engine starts, the CME Telephony
Subsystem sends a SIP REGISTER request to initiate communication with Cisco Unified CME.
Thereafter, Cisco Unified CCX sends SIP REGISTER requests at a configurable interval to Cisco
Unified CME to keep the communication link active.
When Cisco Unified CCX registers with Cisco Unified CME, a session server is created in Cisco Unified
CME. Each device that is created for this Cisco Unified CCX is associated with the session server so that
Cisco Unified CCX can only monitor its own set of devices.
CME. Each device that is created for this Cisco Unified CCX is associated with the session server so that
Cisco Unified CCX can only monitor its own set of devices.
Cisco Unified CME offers line monitoring and call monitoring. Cisco Unified CCX uses line monitoring
to monitor the ACD line on an agent device and call monitoring to detect incoming call and keep track
of the call on the line. Cisco Unified CME uses the SIP Presence package for line monitoring and the
SIP Dialog package for call monitoring. In Cisco Unified CME, an ephone is a Cisco Unified IP Phone
and an ephone-dn is the line on the Cisco Unified IP Phone. To configure an Cisco Unified IP Phone as
an agent device, the line monitoring attribute on the ephone-dn of the ephone should be enabled. Using
line monitoring and call monitoring, when an agent device goes on or off hook or a call is transferred to
or out of the agent device, Cisco Unified CME notifies Cisco Unified CCX about the changes and Cisco
Unified CCX can change the agent state accordingly.
to monitor the ACD line on an agent device and call monitoring to detect incoming call and keep track
of the call on the line. Cisco Unified CME uses the SIP Presence package for line monitoring and the
SIP Dialog package for call monitoring. In Cisco Unified CME, an ephone is a Cisco Unified IP Phone
and an ephone-dn is the line on the Cisco Unified IP Phone. To configure an Cisco Unified IP Phone as
an agent device, the line monitoring attribute on the ephone-dn of the ephone should be enabled. Using
line monitoring and call monitoring, when an agent device goes on or off hook or a call is transferred to
or out of the agent device, Cisco Unified CME notifies Cisco Unified CCX about the changes and Cisco
Unified CCX can change the agent state accordingly.
In Cisco Unified CME, there is no concept of CTI ports. During the engine activation phase, a default
call control group with the number of channels equal to the number of licensed ports is created
automatically by the system. All CME telephony triggers will use this default call control group.
call control group with the number of channels equal to the number of licensed ports is created
automatically by the system. All CME telephony triggers will use this default call control group.
An agent is configured in Cisco Unified CCX as a user with agent capability and is stored in the Cisco
Unified CCX database. An agent does not have an associated extension until the agent logs in
successfully. Even though an agent has an assigned extension, the agent can log off and log in with a
different extension. Thus, an agent can log in with multiple agent devices without using Extension
Mobility.
Unified CCX database. An agent does not have an associated extension until the agent logs in
successfully. Even though an agent has an assigned extension, the agent can log off and log in with a
different extension. Thus, an agent can log in with multiple agent devices without using Extension
Mobility.
Note
Cisco Unified CCX does not support Cisco Unified SRST or Cisco Unified CME running in SRST mode.