Cisco Cisco IP Contact Center Release 4.6.2 Design Guide
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Cisco Unified Contact Center Enterprise 7.0, 7.1, and 7.2 SRND
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Chapter 3 Design Considerations for High Availability
Design Considerations for Unified CCE System Deployment with Unified ICM Enterprise
The Unified ICM parent cannot have any directly controlled agents in this model, which means that it
does not support classic Unified CCE with a Unified CM Peripheral Gateway installed on this Unified
ICM parent. All agents must be controlled externally to this Unified ICM parent system.
does not support classic Unified CCE with a Unified CM Peripheral Gateway installed on this Unified
ICM parent. All agents must be controlled externally to this Unified ICM parent system.
The Unified CVP or IVR PG pair controls the Customer Voice Portal Call Control Server, which
translates the IVR PG commands from Unified ICM into VoiceXML and directs the VoiceXML to the
voice gateways at the remote contact center sites. This allows calls from the data center location to come
into the remote call centers under control of the CVP at the parent location. The parent then has control
over the entire network queue of calls across all sites and will hold the calls in queue on the voice
gateways at the sites until an agent becomes available.
translates the IVR PG commands from Unified ICM into VoiceXML and directs the VoiceXML to the
voice gateways at the remote contact center sites. This allows calls from the data center location to come
into the remote call centers under control of the CVP at the parent location. The parent then has control
over the entire network queue of calls across all sites and will hold the calls in queue on the voice
gateways at the sites until an agent becomes available.
The Unified CCX Call Center (Child) Site
The Unified CCX Call Center location contains a local Unified CM cluster that provides local IP-PBX
functionality and call control for the IP phones and local CVP voice gateway. There is also a local
Unified CCX Server Release 4.0x that provides IP-ACD functionality for the site. The Unified CCX
Server has the Unified CCE Gateway PG installed on it, which reduces the number of servers required
to support this contact center site. The Unified CCE Gateway PG connects to the Unified ICM Call
Router (Rogger) at the Unified ICM parent data center location over the WAN and provides real-time
event data and agent states to the parent from the Unified CCX. The Unified CCE Gateway PG also
captures configuration data (skill groups, CSQs, services, applications, and so forth) and sends it to the
parent Unified ICM configuration database as well.
functionality and call control for the IP phones and local CVP voice gateway. There is also a local
Unified CCX Server Release 4.0x that provides IP-ACD functionality for the site. The Unified CCX
Server has the Unified CCE Gateway PG installed on it, which reduces the number of servers required
to support this contact center site. The Unified CCE Gateway PG connects to the Unified ICM Call
Router (Rogger) at the Unified ICM parent data center location over the WAN and provides real-time
event data and agent states to the parent from the Unified CCX. The Unified CCE Gateway PG also
captures configuration data (skill groups, CSQs, services, applications, and so forth) and sends it to the
parent Unified ICM configuration database as well.
Additional Unified CCX servers may be used and included in this site to provide redundant Unified CCX
Servers, historical reporting database services, recording and monitoring servers, and ASR/TTS servers
as well.
Servers, historical reporting database services, recording and monitoring servers, and ASR/TTS servers
as well.
The Unified CCE Call Center (Child) Site
The Unified CCE Call Center location contains a local Unified CM cluster that provides local IP-PBX
functionality and call control for the IP phones and local CVP voice gateway. There is also a local
Unified IP IVR or Cisco Unified Queue Manager to provide local call queuing for the Unified CCE site.
There is a redundant pair of Unified CCE Gateway PGs that are used to connect this site to the Unified
ICM parent Call Router (Rogger) at the Unified ICM parent data center location over the WAN and to
provide real-time event data and agent states to the parent from the Unified CCE child. The Unified CCE
Gateway PGs also capture configuration data (skill groups, services, call types, and so forth) and send it
to the parent Unified ICM configuration database as well.
functionality and call control for the IP phones and local CVP voice gateway. There is also a local
Unified IP IVR or Cisco Unified Queue Manager to provide local call queuing for the Unified CCE site.
There is a redundant pair of Unified CCE Gateway PGs that are used to connect this site to the Unified
ICM parent Call Router (Rogger) at the Unified ICM parent data center location over the WAN and to
provide real-time event data and agent states to the parent from the Unified CCE child. The Unified CCE
Gateway PGs also capture configuration data (skill groups, services, call types, and so forth) and send it
to the parent Unified ICM configuration database as well.
A local Unified CCE child system is used to provide IP-ACD functionality, and it can be sized depending
upon the type of deployment required:
upon the type of deployment required:
•
Progger configuration
Single (or duplex) server that contains the Unified CCE components: Call Router and Logger, PG
for Unified CM and IP IVR Queue Manager, CTI Server, and CTI OS Server.
for Unified CM and IP IVR Queue Manager, CTI Server, and CTI OS Server.
•
Rogger configuration with separate Unified CCE Agent Controller
Rogger configured as a single (or duplex) server that contains the Unified CCE components: Call
Router and Logger and a separate Unified CCE Agent Controller (single or duplex) server that
contains the PG for Unified CM and IP IVR Queue Manager, CTI Server, and CTI OS Server
Router and Logger and a separate Unified CCE Agent Controller (single or duplex) server that
contains the PG for Unified CM and IP IVR Queue Manager, CTI Server, and CTI OS Server
For more details about the capacity of these configurations, refer to