Cisco Cisco E-Mail Manager Unity Integration Option Design Guide

Carefully examine connectivity of any Unified CCE solution component to an external device and/or 
software to determine the overall effect on the solution. Cisco Unified CCE solutions are very flexible 
and customizable, but they can also be complex. Contact centers are often mission-critical, 
revenue-generating, and customer-facing operations. Therefore, Cisco recommends that you engage a 
Cisco Partner (or Cisco Advanced Services) with the appropriate experience and certifications to help 
you design your Unified CCE solution.

The ECC usage impacts PG, Router, Logger, and network bandwidth. There are many ways that ECC 
can be configured and used. The capacity impact will vary based on ECC configuration and should be 
handled on a case-by-case basis.

A Unified ICM Peripheral Gateway (PG) translates messages coming from the Unified CM servers, the 
Unified IP IVR, or other third-party automatic call distributors (ACDs) or voice response units (VRUs) 
into common internally formatted messages that are then sent to and understood by the Unified ICM. In 
the reverse, it also translates Unified ICM messages so that they can be sent to and understood by the 
peripheral devices.

 illustrate various configuration options for the Agent PG with CTI OS and 

Cisco Agent Desktop. 

 lists PG and PIM sizing recommendations.

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