Cisco Cisco Customer Response Solution Downloads Design Guide
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Cisco Unified Contact Center Express Solution Reference Network Design, Release 4.1
Preface
Software Releases
provided by Cisco Unified Intelligent Contact Management Enterprise (Unified ICME), Unified
ICME combined with either Unified IP IVR or Unified QM and Cisco Unified CallManager, make
up the Unified CCE Solution.
ICME combined with either Unified IP IVR or Unified QM and Cisco Unified CallManager, make
up the Unified CCE Solution.
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Best practices for Contact Service Queues (CSQs) and priority queuing of Unified CCX.
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Design guidelines for Cisco IP Telephony common infrastructure and call processing. For
information on Cisco IP Telephony design, refer to the Cisco IP Telephony Solution Reference
Network Design documentation available online at
information on Cisco IP Telephony design, refer to the Cisco IP Telephony Solution Reference
Network Design documentation available online at
.
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Unified CCX Voice Browser (using VoiceXML), automatic speech recognition (ASR), and
text-to-speech (TTS) best practices. For specific information on these topics, refer to the Nuance
Communications Inc. website at
text-to-speech (TTS) best practices. For specific information on these topics, refer to the Nuance
Communications Inc. website at
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The call sizing guidelines in this document are intended only to illustrate concepts in providing
high-level sizing of call center resources. This document is not intended to be an all-inclusive guide
to designing and sizing contact centers. Each deployment will be different and specific to your
system requirements.
high-level sizing of call center resources. This document is not intended to be an all-inclusive guide
to designing and sizing contact centers. Each deployment will be different and specific to your
system requirements.
Software Releases
Unless stated otherwise, the information in this document applies specifically to Unified CCX
Release 4.1. Software releases are subject to change without notice, and those changes may or may not
be indicated in this document. Refer to the Unified CCX release notes for the latest software releases
and product compatibility information.
Release 4.1. Software releases are subject to change without notice, and those changes may or may not
be indicated in this document. Refer to the Unified CCX release notes for the latest software releases
and product compatibility information.
Document Structure
This guide contains the following chapters and appendices:
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Chapter 1, Unified CCX Overview and Packaging, provides an overview of the Unified CCX
software and describes the Unified CCX packaging.
software and describes the Unified CCX packaging.
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Chapter 2, Unified CCX Architecture, describes the terminology, call processing, system
management, CRS Engine and Database Service, Monitoring and Recording Services, ASR and
TTS, integration with Unified ICME, fault tolerance, upgrades, and software compatibility for
Unified CCX.
management, CRS Engine and Database Service, Monitoring and Recording Services, ASR and
TTS, integration with Unified ICME, fault tolerance, upgrades, and software compatibility for
Unified CCX.
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Chapter 3, Unified CCX Deployment Models, describes the various ways Unified CCX can be
deployed.
deployed.
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Chapter 4, Basics of Call Center Sizing, introduces the basic concepts involved in call center sizing.
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Chapter 5, Sizing Unified CCX and Cisco Unified CallManager Servers, discusses the impact of
performance criteria on the Unified CCX and Cisco Unified CallManager servers.
performance criteria on the Unified CCX and Cisco Unified CallManager servers.
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Chapter 6, Bandwidth, Security, and QoS Considerations, discusses estimating bandwidth
consumption, serviceability and security, and quality of service and call admission control.
consumption, serviceability and security, and quality of service and call admission control.
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Appendix A, Server Capacities and Limits, provides a list of server capacities and limits.
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Appendix B, Voice Over IP Monitoring, provides design considerations for SPAN-based services.