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 4 Cisco Unified Contact Center Express Deployment Models
Single-Server Non-High Availability Deployment Model—Cisco Unified Communications Manager Integration
When deploying Quality Management and Workforce Management with Cisco Unified CCX, consider
the following guidelines:
the following guidelines:
•
Quality Management and Workforce Management must be installed on separate servers from each
other and Cisco Unified CCX. No form of co-residency is supported in this release with any other
software, such as installing on Cisco Unified CCX or installing both Quality Management and
Workforce Management on the same server.
other and Cisco Unified CCX. No form of co-residency is supported in this release with any other
software, such as installing on Cisco Unified CCX or installing both Quality Management and
Workforce Management on the same server.
•
WFO products do not provide redundancy. However, note that both Quality Management and
Workforce Management do support redundant Cisco Unified CCX environment and are able to
switch to a secondary or backup system upon failure of the primary Cisco Unified CCX system.
Workforce Management do support redundant Cisco Unified CCX environment and are able to
switch to a secondary or backup system upon failure of the primary Cisco Unified CCX system.
•
For more deployment information with Workforce Management and Quality Management, refer to
the Cisco Workforce Optimization System Configuration Guide available at the link:
the Cisco Workforce Optimization System Configuration Guide available at the link:
Single-Server Non-High Availability Deployment Model—Cisco
Unified Communications Manager Integration
Unified Communications Manager Integration
The Single-Server Non-High Availability Deployment Model—Cisco Unified CM integration is for
small deployments. This deployment model places a single instance of all four Cisco Unified CCX
software components on the same server and uses Informix IDS as the database server.
small deployments. This deployment model places a single instance of all four Cisco Unified CCX
software components on the same server and uses Informix IDS as the database server.
This deployment model can support silent monitoring and recording for agents at any WAN-connected
site by using desktop monitoring. (Refer the Cisco Unified CCX Software and Hardware Compatibility
Guide for a list of phones that support desktop monitoring). It can also support SPAN port monitoring
for agents on the VLAN segment local to Cisco Unified CCX server. This deployment model does not
incorporate additional remote Monitoring components, so silent monitoring and recording is not possible
for agents who are using the Cisco IP Phone Agent at remote sites. Similarly, silent monitoring and
recording is not possible for agents at remote sites who are using phones that do not support desktop
monitoring.
site by using desktop monitoring. (Refer the Cisco Unified CCX Software and Hardware Compatibility
Guide for a list of phones that support desktop monitoring). It can also support SPAN port monitoring
for agents on the VLAN segment local to Cisco Unified CCX server. This deployment model does not
incorporate additional remote Monitoring components, so silent monitoring and recording is not possible
for agents who are using the Cisco IP Phone Agent at remote sites. Similarly, silent monitoring and
recording is not possible for agents at remote sites who are using phones that do not support desktop
monitoring.
This deployment model allows the Cisco Unified CCX Engine to fail over to a backup CTI Manager if
the primary CTI Manager fails. CTI ports and CTI route points should be grouped into device pools that
have the same primary and secondary server list as those used for JTAPI communications with the CTI
Managers.
the primary CTI Manager fails. CTI ports and CTI route points should be grouped into device pools that
have the same primary and secondary server list as those used for JTAPI communications with the CTI
Managers.
Two-Server High Availability Deployment Model—Cisco
Unified Communications Manager Integration
Unified Communications Manager Integration
The Two-Server High Availability Deployment Model—Cisco Unified CM integration is for small to
medium-sized contact centers requiring high availability. This deployment model incorporates
redundant Cisco Unified CCX Engine, Database, Recording, and Monitoring components.
medium-sized contact centers requiring high availability. This deployment model incorporates
redundant Cisco Unified CCX Engine, Database, Recording, and Monitoring components.
Informix IDS replication is used to keep the databases synchronized.
This deployment model can support silent monitoring and recording for agents at any WAN-connected
site by using desktop monitoring. (Refer the Cisco Unified CCX Software and Hardware Compatibility
Guide for a list of phones that support desktop monitoring). It can also support SPAN port monitoring
for agents on the VLAN segment local to Cisco Unified CCX server. This deployment model provides
redundancy for both recording and silent monitoring for all agents using desktop monitoring (regardless
of location) or agents on the local VLAN using SPAN port monitoring. This deployment model does not
site by using desktop monitoring. (Refer the Cisco Unified CCX Software and Hardware Compatibility
Guide for a list of phones that support desktop monitoring). It can also support SPAN port monitoring
for agents on the VLAN segment local to Cisco Unified CCX server. This deployment model provides
redundancy for both recording and silent monitoring for all agents using desktop monitoring (regardless
of location) or agents on the local VLAN using SPAN port monitoring. This deployment model does not