Cisco Cisco IP Contact Center Release 4.6.1 Leaflet

Rogger configuration with separate Unified CCE Agent Controller (System PG and optional 
Unified CVP controller and CTI/CTI OS Server)

The Rogger configuration contains the Unified CCE components: Call Router and Logger as a single 
set of duplex Central Controllers, and a separate Agent Controller set of duplex servers that contain 
the System PG for Unified CM and IP IVR, CTI Server and CTI OS Server, and the optional 
Unified CVP Controller.

In Unified CCE 7.5(x), the Outbound Controller can be installed on the Agent Controller to add the 
Dialer and Media Routing (MR) PG to the same server as well.

For more details about the capacity of these configurations, refer to 

.

In either configuration, a separate Administrative Workstation Server is required to host the Web-based 
reporting (WebView), configuration (WebConfig), and scripting (Internet Script Editor) tools for the 
system as well as an Historical Database Server option.

Cisco Agent Desktop (CAD) may be used with the Unified System CCE Child

The following sections describe the call flows for the parent and child.

In a typical inbound call flow from the PSTN, calls would be directed by the carrier network to the 
contact center sites using some predefined percent allocation or automatic routing method. These calls 
are terminated in the CVP voice gateways at the call center locations, under control of the Unified ICM 
parent CVP. The inbound call flow is as follows:

The call arrives on the CVP voice gateway at the Unified CCE call center location.

The CVP voice gateway maps the call by dialed number to a particular CVP Call Server at the 
Unified ICM parent site and sends a new call event to the CVP Call Server.

The CVP Call Server sends the new call event message to the CVP or IVR PG at the Unified ICM 
parent site.

The CVP PG sends the new call message to the Unified ICM parent, which uses the inbound dialed 
number to qualify a routing script to determine the proper call treatment (messaging) or agent groups 
to consider for the call.

Unified ICM instructs the CVP to hold the call in the voice gateway at the site and wait for an 
available agent, while directing specific instructions to play .wav files for hold music to the caller 
in the gateway.

When an agent becomes available, the Unified ICM instructs the CVP to transfer the call to the site 
with the available agent by using a translation route. (The agent might not be at the same physical 
site but across the WAN.) Any data collected about the call in the Unified ICM parent CVP will be 
transferred to the remote system's PG (either a TDM, legacy PG, or one of the Unified CCE Gateway 
PGs for Unified CCX or Unified CCE).