Cisco Cisco Unified Contact Center Express 10.5(1) Design Guide
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Cisco IPCC Express Solution Reference Network Design
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Chapter 2 IPCC Express in Cisco CallManager Deployment Models
Cisco CallManager Deployment Models
Single Server Model
In a single server deployment model, all IPCC Express features and functions run on a single server
including:
including:
•
The CRS Engine. The CRS engine provides all services for ACD and IVR functions.
•
Desktop Services. All services supporting desktop clients including Cisco Agent and Supervisor
Desktops and the IP Phone Agent XML server that supports clients running on Cisco 7940 or 7960
phones.
Desktops and the IP Phone Agent XML server that supports clients running on Cisco 7940 or 7960
phones.
•
CTI Services.
The IPCC Express single server model always supports deployment of all ACD, IVR, and CTI features
as well as optional features such as ASR and TTS. The scale of these features in a single server model
will be constrained (in some cases considerably) by the performance and capacity of the server chosen.
The actual deployment capacities for any given configuration for any given server can only be
determined by using the IPCC Express Configuration and Ordering Tool.
as well as optional features such as ASR and TTS. The scale of these features in a single server model
will be constrained (in some cases considerably) by the performance and capacity of the server chosen.
The actual deployment capacities for any given configuration for any given server can only be
determined by using the IPCC Express Configuration and Ordering Tool.
Note
Note that this single server model is a conceptual model, not the actual implementation model.
Special Case for Single Server Model
IPCC Express may be deployed co-resident on the server on which the Cisco CallManager resides. When the
IPCC Express primary server is deployed co-resident with Cisco CallManager no expansions servers may
deployed. In addition, there are further constraints on the scalability of certain features. Finally, only certain
Cisco MCS and Cisco partner (HP & IBM) servers are supported for an IPCC Express/Cisco CallManager
co-resident deployment. In order to determine whether or not a given co-resident configuration will be
supported you must use the IPCC Express Configuration & Ordering Tool to make that determination.
Additional information on co-resident scenarios is provided in Chapter 6 of this Design Guide.
IPCC Express primary server is deployed co-resident with Cisco CallManager no expansions servers may
deployed. In addition, there are further constraints on the scalability of certain features. Finally, only certain
Cisco MCS and Cisco partner (HP & IBM) servers are supported for an IPCC Express/Cisco CallManager
co-resident deployment. In order to determine whether or not a given co-resident configuration will be
supported you must use the IPCC Express Configuration & Ordering Tool to make that determination.
Additional information on co-resident scenarios is provided in Chapter 6 of this Design Guide.
Multiple Server Model
In the multiple server model the IPCC Express primary server is augmented by one or more expansion serv-
ers. Expansion servers can be deployed only in support of the following system functions:
ers. Expansion servers can be deployed only in support of the following system functions:
•
Historical Reporting Contact Call Detail Records (CCDR) Database. This database is used for all
historical records kept by the system and is the data repository for the Express Historical Reporting
clients. From a configuration cost point of view, historical reporting is the single most expensive
operation in the system and for deployments requiring multiple simultaneous historical reporting
sessions this function should be moved to a dedicated expansion server. The database used for these
records is, by default, the Microsoft MSDE database. The MS MSDE database is constrained in
terms of the maximum size (maximum number of bytes) supported. Large deployments,
deployments supporting multiple shifts or 24/7 operations, or deployments requiring a substantial
period of time in which the system must provide historical data may require deployment of the
optional Microsoft SQL Server database.
historical records kept by the system and is the data repository for the Express Historical Reporting
clients. From a configuration cost point of view, historical reporting is the single most expensive
operation in the system and for deployments requiring multiple simultaneous historical reporting
sessions this function should be moved to a dedicated expansion server. The database used for these
records is, by default, the Microsoft MSDE database. The MS MSDE database is constrained in
terms of the maximum size (maximum number of bytes) supported. Large deployments,
deployments supporting multiple shifts or 24/7 operations, or deployments requiring a substantial
period of time in which the system must provide historical data may require deployment of the
optional Microsoft SQL Server database.
•
Silent Monitoring and/or Recording Server. Silent monitoring and recording may require one or
more dedicated expansion servers either because of the load that the number of simultaneous
recording sessions puts on the system and/or to support silent monitoring and/or recording at remote
WAN sites. Each remote LAN segment requires a dedicated monitoring and/or recording server.
Silent Monitoring and on demand recording are features available only in IPCC Express Enhanced and
Premium and are not supported in IPCC Express Standard deployments.
more dedicated expansion servers either because of the load that the number of simultaneous
recording sessions puts on the system and/or to support silent monitoring and/or recording at remote
WAN sites. Each remote LAN segment requires a dedicated monitoring and/or recording server.
Silent Monitoring and on demand recording are features available only in IPCC Express Enhanced and
Premium and are not supported in IPCC Express Standard deployments.