Cisco Cisco IP Contact Center Release 4.6.1 Design Guide
2-2
Cisco Unified Contact Center Enterprise 7.0, 7.1, and 7.2 SRND
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Chapter 2 Deployment Models
What's New in This Chapter
Also in this chapter is a section on integration of traditional ACD and IVR systems into a Unified CCE
deployment, with considerations on hybrid PBX/ACD deployments. Sizing and redundancy are
discussed in later chapters of this Unified CCE design guide. For more information on the network
infrastructure required to support a Unified CCE solution, refer to the latest version of the Cisco
Enterprise QoS Solution Reference Network Design Guide, available at
deployment, with considerations on hybrid PBX/ACD deployments. Sizing and redundancy are
discussed in later chapters of this Unified CCE design guide. For more information on the network
infrastructure required to support a Unified CCE solution, refer to the latest version of the Cisco
Enterprise QoS Solution Reference Network Design Guide, available at
For more information on deployment models for Unified CCE and Cisco Unified Communications, refer
to the latest version of the Cisco Unified Communications Solution Reference Network Design (SRND)
guide, available at
to the latest version of the Cisco Unified Communications Solution Reference Network Design (SRND)
guide, available at
http://www.cisco.com/en/US/products/sw/voicesw/ps556/products_implementation_design_guides
_list.html
_list.html
What's New in This Chapter
lists the topics that are new in this chapter or that have changed significantly from previous
releases of this document.
General Deployment Options
This section describes options that can apply to many of the specific deployment models listed in the rest
of this document. It describes at a high level the trade-offs that can be made when installing the Unified
CCE software.
of this document. It describes at a high level the trade-offs that can be made when installing the Unified
CCE software.
Agent Peripheral Options
Starting with Cisco Unified CCE 7.0, there are two types of 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.
Unified CCE agents. This section talks about those two types of peripherals and the strengths and
weaknesses of each.
Enterprise Unified CCE Peripheral
This description applies to either the Cisco Unified Communications Manager (Unified CM) PG
deployed independently or the Unified CM and VRU peripherals both deployed in a Generic PG. The
Cisco Intelligent Contact Management (Unified ICM) software treats the two entities (VRU and
Unified CM) as separate peripherals. This treatment 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. Until Unified CCE 7.0, this was the only way of deploying Unified CCE.
deployed independently or the Unified CM and VRU peripherals both deployed in a Generic PG. The
Cisco Intelligent Contact Management (Unified ICM) software treats the two entities (VRU and
Unified CM) as separate peripherals. This treatment 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. Until Unified CCE 7.0, this was the only way of deploying Unified CCE.
Table 2-1
New or Changed Information Since the Previous Release of This Document
New or Revised Topic
Described in:
Clustering over the WAN is now supported with
Unified CCE System PG.
Unified CCE System PG.
Network links for clustering over the WAN.