Cisco Cisco IP Contact Center Release 4.6.1 Design Guide

When using independent VRU and Unified CM peripherals, you must create Translation Routes to send 
calls between the VRU and the Unified CM.

The deployment with an Enterprise Unified CCE peripheral and separate VRU peripheral allows 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, load balancing between multiple IVRs 
can be configured and scripted using translation routes, and so forth.

When Unified CCE is configured using the Unified CM peripheral, Unified CCE cannot act as a child to 
a Unified ICM through a Gateway PG; this option is possible only while using the Unified CCE System 
peripheral. For more information on parent-child, see the section on 

.

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.

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.

The Unified CCE System PG does not support Unified CVP, therefore all queueing and treatment in the 
Unified CCE System PG are done using Unified IP IVR.

Beginning with Unified CCE Release 7.0, there are two ways to install Unified CCE:

Traditional Unified ICM Setup installation (available previously)

System Unified CCE (new with Release 7.0)

System Unified CCE is available for a select subset of Unified CCE deployment models, and it greatly 
simplifies installation and configuration of the system. It is installed using a new streamlined 
DVD-based install, and configured using the Unified CCE Web Administration tools instead of the 
traditional Unified ICM Configuration Manager on an Administrative Workstation.

System Unified CCE is available in two specific production models and one demo/lab deployment 
model. All these deployment models are single-peripheral Unified CCE System PG deployments, 
meaning that they connect to a single Unified CM cluster and from one to five Unified IP IVRs.

Because System Unified CCE is installed and configured differently, it does not support the number of 
options that Unified CCE traditionally supports. System Unified CCE supports the following specific 
deployments:

Large deployment: Three-server Unified CCE configuration

Server 1: Central Controller: Call Router, Logger

Server 2: Agent/IVR Controller: Unified CCE System PG (including CTI Server and CTI OS)

Server 3: Administration and Reporting: AW, HDS, Web Administration Server