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
down or if there is a problem with the parent or the Unified CCE Gateway PG connection. Configuration
objects entered into the child system can automatically be sent to the parent Unified ICM and inserted
into the Unified ICM configuration, thus eliminating the need to configure objects twice, once in the
local ACD and again to match the configuration in the Unified ICM itself for routing and reporting. This
functionality can also be turned off for situations where the customer does not want automatic
configuration updates, such as with an outsourcer using the Unified CCE child system where not all of
the agents, skill groups, and call types on that child system apply to the customer's Unified ICM system.
objects entered into the child system can automatically be sent to the parent Unified ICM and inserted
into the Unified ICM configuration, thus eliminating the need to configure objects twice, once in the
local ACD and again to match the configuration in the Unified ICM itself for routing and reporting. This
functionality can also be turned off for situations where the customer does not want automatic
configuration updates, such as with an outsourcer using the Unified CCE child system where not all of
the agents, skill groups, and call types on that child system apply to the customer's Unified ICM system.
The Unified CCE Gateway PG can connect only to a Unified CCE child that is using the Unified CCE
System PG or to Unified CCX 4.0x or later release. If the Unified CCE child has multiple Unified CCE
System PGs and peripherals, a separate Unified CCE Gateways PG peripheral must be installed and
configured for each one in the Unified ICM parent system. A Unified CCE Gateway PG can manage
multiple child Unified CCE peripherals, with up to five child systems.
System PG or to Unified CCX 4.0x or later release. If the Unified CCE child has multiple Unified CCE
System PGs and peripherals, a separate Unified CCE Gateways PG peripheral must be installed and
configured for each one in the Unified ICM parent system. A Unified CCE Gateway PG can manage
multiple child Unified CCE peripherals, with up to five child systems.
SIP Support
Unified CCE 7.0 agents can use Unified CM 5.0 SIP phone models 7941, 7961, 7970, and 7971. The
7940 and 7960 phones support SIP with Unified CM 5.0, but they cannot be used for Unified CCE
agents. The lower-end Cisco IP phone models and third party phones also cannot be used as SIP phones
for Unified CCE agents.
7940 and 7960 phones support SIP with Unified CM 5.0, but they cannot be used for Unified CCE
agents. The lower-end Cisco IP phone models and third party phones also cannot be used as SIP phones
for Unified CCE agents.
Unified IP IVR and Cisco Unified Queue Manager are notified of caller entered digits (DTMF input) by
way of JTAPI messages from Unified CM. Unified IP IVR and Unified QM do not support mechanisms
to detect inband DTMF digits. In deployments with SIP voice gateways or SIP phones that support only
in band DTMF (or are configured to use inband DTMF per RFC 2833), Unified CM must invoke an MTP
resource to convert the inband DTMF signaling to out-of band signaling so that the Unified IP IVR or
IP QM can be notified of the caller entered digits. Therefore, in environments that include these SIP
phones or gateways, it is necessary to provision sufficient MTP resources. This should be kept in mind
if the phones need to interact with Unified IP IVR or Unified QM applications. Likewise, CTI ports do
not support in-band DTMF (RFC 2833). The Mobile Agent feature relies on CTI ports, so MTP
resources are required when in-band DTMF (RFC 2833) is negotiated.
way of JTAPI messages from Unified CM. Unified IP IVR and Unified QM do not support mechanisms
to detect inband DTMF digits. In deployments with SIP voice gateways or SIP phones that support only
in band DTMF (or are configured to use inband DTMF per RFC 2833), Unified CM must invoke an MTP
resource to convert the inband DTMF signaling to out-of band signaling so that the Unified IP IVR or
IP QM can be notified of the caller entered digits. Therefore, in environments that include these SIP
phones or gateways, it is necessary to provision sufficient MTP resources. This should be kept in mind
if the phones need to interact with Unified IP IVR or Unified QM applications. Likewise, CTI ports do
not support in-band DTMF (RFC 2833). The Mobile Agent feature relies on CTI ports, so MTP
resources are required when in-band DTMF (RFC 2833) is negotiated.
Q.SIG Support
Cisco Unified CCE does not support using Q.SIG trunks with the Unified CM deployment.
Cisco Unified Mobile Agent
For deployments using Cisco Unified Mobile Agent, it is important to consider the location of the voice
gateways that will be used to call agents because their location has design considerations for silent
monitoring, call admission control, and other areas. For design guidance and considerations for
implementing Cisco Unified Mobile Agent, see the chapter on
gateways that will be used to call agents because their location has design considerations for silent
monitoring, call admission control, and other areas. For design guidance and considerations for
implementing Cisco Unified Mobile Agent, see the chapter on
.