Cisco Cisco IPCC Web Option Design Guide

Cisco Collaboration Server can use its own internal routing engine or it can use the ICM's routing engine 
to assign incoming calls to agents. Cisco Collaboration Server provides the ability, through its 
multi-session chat desktop, for agents to work with more than one caller at a time.

Agents can handle both inbound and outbound contacts, which helps in optimizing contact center 
resources. The Cisco Unified Outbound Option enables the multi-functional contact center to take 
advantage of ICM enterprise management. Contact center managers in need of outbound campaign 
solutions can take advantage of the enterprise view that Cisco Unified ICME and Cisco Unified CCE 
maintain over agent resources.

Cisco Unified CCE provides the capability for an agent to use any PSTN phone and a quality high-speed 
data connection between the agent desktop and the CTI OS server. For design guidance and 
considerations for implementing Cisco Unified Mobile Agent, see the chapter on 

System Unified CCE is a new deployment model that simplifies installation and configuration by using 
three predefined configurations for Unified CCE that eliminate unnecessary Unified ICM and 
non-Unified CCE deployment options. System Unified CCE utilizes a new single installer to simplify 
installation and configuration, and it provides web-based administration. Configuration of System 
Unified CCE is further simplified by removing Services, Translation Routes, Device Targets, Labels, 
Sub Skill Groups, and Agent IDs. There is only one routing client in a System Unified CCE installation. 
No matter how many peripherals are configured, the system handles the internal details about individual 
peripherals and their routing client details.

System Unified CCE supports only new installations. It continues to provide fault tolerance through the 
duplex operation on the Central Controller and Agent/IVR Controller. System Unified CCE can connect 
to a parent Unified ICM, and the connection is made between the child Unified CCE System PG and the 
parent Gateway PG.

System Unified CCE consists of the following internal components, illustrated in 

Central Controller — Includes Call Router, Logger, and SQL Server.

Agent/IVR Controller — Unified CCE System PG, CTI Server, CTI OS Server.

Administration and WebView Reporting — AW, HDS, SQL Server, Microsoft Internet Information 
Service (IIS).

Unified CM — System Unified CCE connects to single a Unified CM cluster.

Unified IP IVR — Queue and prompting platform for System Unified CCE.

Optional Components — Outbound Controller, Multi-Channel Controller for Cisco E-Mail Manager 
and Cisco Collaboration Server, Unified CCE gateway to Unified ICM, Cisco Agent Desktop Server.