Cisco Cisco Unified Contact Center Enterprise 9.0(2) Design Guide
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Cisco Unified Contact Center Enterprise 7.0, 7.1, and 7.2 SRND
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Chapter 2 Deployment Models
General Deployment Options
When using independent VRU and Unified CM peripherals, you must create Translation Routes to send
calls between the VRU and the Unified CM.
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.
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
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
.
Unified CCE System Peripheral
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.
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.
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.
Unified CCE System PG are done using Unified IP IVR.
System Unified CCE
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.
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.
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:
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