Cisco Cisco IP Contact Center Release 4.6.1 Leaflet
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Cisco Unified Contact Center Enterprise 7.5 SRND
Chapter 4 Unified Contact Center Enterprise Desktop
Deployment Considerations
HTTP communication is performed between the SMC applet and the SMC servlet running on the CAD
Base Services machine. HTTP is also the protocol used by the IPPA service and CAD-BE applet to
communicate with the Browser and IP Phone Agent service.
Base Services machine. HTTP is also the protocol used by the IPPA service and CAD-BE applet to
communicate with the Browser and IP Phone Agent service.
The UDP/TCP traffic shown in the figure represent the socket connections used to exchange messages
between servers and clients, which includes the CORBA connections used by most of the clients to
request services and information from the servers.
between servers and clients, which includes the CORBA connections used by most of the clients to
request services and information from the servers.
The SMC servelet that runs on the CAD Base Services machine uses SNMP to gather status information
on all the CAD services that are part of an installation.
on all the CAD services that are part of an installation.
CTI Toolkit Desktop and NAT
When the Cisco CTI Toolkit Desktop is deployed in a network environment where two or more
disjointed networks are interconnected using NAT, then Unified CM, the physical IP Phone, the Cisco
CTI OS Server, the Cisco CTI Toolkit Desktop, and the Cisco CTI OS IPCC Supervisor Desktop must
be on the same network.
disjointed networks are interconnected using NAT, then Unified CM, the physical IP Phone, the Cisco
CTI OS Server, the Cisco CTI Toolkit Desktop, and the Cisco CTI OS IPCC Supervisor Desktop must
be on the same network.
Co-Residency of CTI OS and CAD Services on the PG
Beginning with Cisco Unified CCE Release 7.0(0), Cisco recommends that you install CTI OS and CAD
Services (including VoIP Monitor and Recording) on the PG. This does reduce the supported maximum
agent capacity on the PG. If the supported PG capacity numbers provided in the chapter on
Services (including VoIP Monitor and Recording) on the PG. This does reduce the supported maximum
agent capacity on the PG. If the supported PG capacity numbers provided in the chapter on
, are not sufficient and you want to run these software
components on separate servers to increase agent capacity on the PG, then prior approval from the
Unified CCE product management team is required.
Unified CCE product management team is required.
Legacy deployments where CTI OS or CAD Services were previously installed on separate servers are
still supported. However, customers are encouraged to migrate CTI OS and CAD Services onto the PG.
For more information regarding deployment configurations, see the chapter on
still supported. However, customers are encouraged to migrate CTI OS and CAD Services onto the PG.
For more information regarding deployment configurations, see the chapter on
.
Support for Mix of CAD and CTI OS Agents on the Same PG
Unified CCE deployments can support a mix of CAD and CTI OS agents on the same PG. If a mix is
deployed, the sizing limitations of CAD apply. Note that Cisco Supervisor Desktop (CSD) can monitor
only CAD agents, and the CTI OS supervisor application can monitor only CTI OS agents.
deployed, the sizing limitations of CAD apply. Note that Cisco Supervisor Desktop (CSD) can monitor
only CAD agents, and the CTI OS supervisor application can monitor only CTI OS agents.
Support for IP Phones and IP Communicator
CAD, CAD-BE, and the CTI Toolkit Desktop support the use of Cisco IP hardware phones and/or the
Cisco IP Communicator software phone.
Cisco IP Communicator software phone.
Some CAD agent application features (CAD, CAD-BE, and IPPA) require particular phone models, and
some installations support either hardware phones or software phones but not both. For information on
the exact phone models and IP Communicator versions supported, refer to the CAD documentation
available at
some installations support either hardware phones or software phones but not both. For information on
the exact phone models and IP Communicator versions supported, refer to the CAD documentation
available at
.
IP Phones and Silent Monitoring
Silent Monitoring of agents is supported using either IP hardware phones or the Cisco IP Communicator.