Cisco Cisco E-Mail Manager Unity Integration Option Leaflet
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Cisco Unified Contact Center Enterprise 7.5 SRND
Chapter 1 Architecture Overview
Unified CCE Components, Terminology, and Concepts
utilizes a single installer to simplify installation and configuration, and it provides web-based
administration. Configuration of Unified System CCE is further simplified by removing Services,
Translation Routes, Device Targets, Labels, Sub Skill Groups, and Agent IDs. If desired, Agent IDs can
be configured in Unified System CCE 7.2(2) and later releases.
administration. Configuration of Unified System CCE is further simplified by removing Services,
Translation Routes, Device Targets, Labels, Sub Skill Groups, and Agent IDs. If desired, Agent IDs can
be configured in Unified System CCE 7.2(2) and later releases.
Unified System CCE supports new installations and upgrades from previous System CCE releases. It
continues to provide fault tolerance through the duplex operation on the Central Controller and
Agent/IVR Controller. Unified System 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.
continues to provide fault tolerance through the duplex operation on the Central Controller and
Agent/IVR Controller. Unified System 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.
Unified System CCE consists of the following internal components, illustrated in
and
:
•
Central Controller — Includes Call Router and Logger (SQL Server must be pre-installed).
•
Agent/IVR Controller — Agent Peripheral Gateway (Unified CCE System PG), CTI Server, and
CTI Object Server. Optionally, beginning with Unified System CCE 7.5(1), VRU Peripheral
Gateway for Unified CVP.
CTI Object Server. Optionally, beginning with Unified System CCE 7.5(1), VRU Peripheral
Gateway for Unified CVP.
•
Administration and WebView Reporting — Distributor Administrative Workstation (AW),
WebView, Historical Data Server (HDS), and Internet Script Editor Server (Requires Microsoft
Internet Information Service (IIS) and SQL Server pre-installed).
WebView, Historical Data Server (HDS), and Internet Script Editor Server (Requires Microsoft
Internet Information Service (IIS) and SQL Server pre-installed).
•
Unified CM — Unified System CCE connects to single a Unified CM cluster.
•
Unified IP IVR or Unified CVP — Queue and prompting platform for Unified System CCE.
•
Optional Components:
–
Outbound Controller — Dialer and Media Routing Peripheral Gateway for Outbound Option
(Outbound Controller can be co-located on the Agent/IVR Controller in Unified
System CCE 7.5(1)).
(Outbound Controller can be co-located on the Agent/IVR Controller in Unified
System CCE 7.5(1)).
–
Multichannel Controller — Media Routing Peripheral Gateway for Cisco Interaction Manager
(CIM).
(CIM).
–
Unified CCE gateway to Unified ICM
–
Cisco Agent Desktop Services (co-located with the Agent Peripheral Gateway)
–
Unified Contact Center Management Portal (Unified CCMP) — Co-located with the
Administration and WebView Reporting machine or installed separately on a standalone server
Administration and WebView Reporting machine or installed separately on a standalone server