Cisco Cisco Unified Contact Center Enterprise 9.0(2) Design Guide

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 

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 

 lists the topics that are new in this chapter or that have changed significantly from previous 

releases of this document.

 

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.

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.

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.

Clustering over the WAN is now supported with 
Unified CCE System PG.

Network links for clustering over the WAN.