Cisco Cisco Unified Contact Center Management Portal 11.0(1) Leaflet
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Cisco Unified Contact Center Enterprise 8.0 SRND
Chapter 2 Deployment Models
Agent Peripheral Options
There are two types of Agent Peripherals that can be installed to handle Unified CCE agents. This section
talks about those two types of peripherals and the strengths and weaknesses of each.
talks about those two types of peripherals and the strengths and weaknesses of each.
Enterprise Unified CCE Peripheral
In these deployments, the Unified CCE software treats the VRU and Unified CM as separate peripherals.
This means that routing must be done once for each peripheral, and Termination Call Detail records are
created for each peripheral each time a call touches the peripheral. Translation routes must be used to
send calls between the VRU and Unified CM.
This means that routing must be done once for each peripheral, and Termination Call Detail records are
created for each peripheral each time a call touches the peripheral. Translation routes must be used to
send calls between the VRU and Unified CM.
The Unified CM PG and VRU PG can be deployed independently, or the Unified CM and VRU can be
deployed in a Generic PG with separate PIMs for Unified CM and VRU.
deployed in a Generic PG with separate PIMs for Unified CM and VRU.
These deployments provide a large degree of flexibility in configuration. For example, this deployment
is capable of using either a Unified CVP or a Unified IP IVR attached to the VRU peripheral, and load
balancing can be done between multiple IVRs.
is capable of using either a Unified CVP or a Unified IP IVR attached to the VRU peripheral, and load
balancing can be done between multiple IVRs.
These Unified CCE deployments may not be used where Unified CCE is a child to a Unified ICM; a
Unified CCE System peripheral deployment must be used for that solution. For more information, see
the section on
Unified CCE System peripheral deployment must be used for that solution. For more information, see
the section on
Unified CCE System Peripheral
The Unified CCE System peripheral combines the functionality of both the VRU peripherals (up to five
Unified IP IVR peripherals) and a single Unified CM peripheral together into a single logical Unified
ICM peripheral. The Unified CCE treats these Unified IP IVR and Unified CM peripherals as a single
peripheral, eliminating the need to translation-route calls to the Unified IP IVR for treatment and
queueing. If multiple Unified IP IVRs are configured, the Unified CCE System peripheral automatically
load-balances calls between the Unified IP IVRs that have available capacity.
Unified IP IVR peripherals) and a single Unified CM peripheral together into a single logical Unified
ICM peripheral. The Unified CCE treats these Unified IP IVR and Unified CM peripherals as a single
peripheral, eliminating the need to translation-route calls to the Unified IP IVR for treatment and
queueing. If multiple Unified IP IVRs are configured, the Unified CCE System peripheral automatically
load-balances calls between the Unified IP IVRs that have available capacity.
Additionally, because the Unified CCE System PG is a single peripheral, Termination Call Detail (TCD)
records and other reporting data include the information for the call during the entire time it is on the
peripheral. Instead of getting up to three TCDs for each call (one for the original route, one for the IVR,
and one for the agent handle time), only a single record is created with the Unified CCE System PG.
records and other reporting data include the information for the call during the entire time it is on the
peripheral. Instead of getting up to three TCDs for each call (one for the original route, one for the IVR,
and one for the agent handle time), only a single record is created with the Unified CCE System PG.
The Unified CCE System PG does not support Unified CVP, therefore all queuing and treatment in the
Unified CCE System PG is done using Unified IP IVR. Note that a separate Unified CVP on its own PG
can be used in conjunction with the Unified CCE System Peripheral.
Unified CCE System PG is done using Unified IP IVR. Note that a separate Unified CVP on its own PG
can be used in conjunction with the Unified CCE System Peripheral.
Unified CCE: Administration & Data Server
Beginning with Unified CCE 8.0(1), the Distributor AW (with or without HDS) is renamed as
Administration & Data Server. Multiple Administration & Data Server deployments with different roles
are available, based on the functionality and amount of reporting data that it can handle.
Administration & Data Server. Multiple Administration & Data Server deployments with different roles
are available, based on the functionality and amount of reporting data that it can handle.
Roles:
The Administration & Data Servers are classified into the following roles based on the system
configuration and the call load that it can handle:
configuration and the call load that it can handle:
Administration Server (Configuration and Real-Time Reporting)