Cisco Cisco IP Contact Center Release 4.6.1 Leaflet
1-10
Cisco Unified Contact Center Enterprise 7.5 SRND
Chapter 1 Architecture Overview
Unified CCE Components, Terminology, and Concepts
Figure 1-4
Communications Among Peripheral Gateway Software Processes
In larger, multi-site (multi-cluster) environments, multiple PGs are usually deployed. Each PG requires
a local Unified CM node. When multiple Unified CM clusters are deployed, the ICM software makes
them all appear to be part of one logical enterprise-wide contact center with one enterprise-wide queue.
a local Unified CM node. When multiple Unified CM clusters are deployed, the ICM software makes
them all appear to be part of one logical enterprise-wide contact center with one enterprise-wide queue.
Unified CCE Components, Terminology, and Concepts
This section describes the major components and concepts employed in a Unified CCE solution.
Unified CCE Agent Options
Cisco offers the following interfaces for Unified CCE agents (see
•
Cisco Agent Desktop provides an out-of-the-box, feature-rich desktop solution for Unified CCE.
The desktop application can be deployed in various ways:
The desktop application can be deployed in various ways:
–
Windows application
–
Browser-based application
–
Cisco Unified IP Phone Agent, where there is no desktop application at all but just an XML
application on the IP phone
application on the IP phone
•
The CTI Toolkit provides a software toolkit for building custom desktops, desktop integrations into
third-party applications, or server-to-server integrations to third-party applications.
third-party applications, or server-to-server integrations to third-party applications.
Unified CM
Cluster
IP IVR 1
132072
PSTN
IP voice
TDM Voice
CTI/Call
control data
TDM Voice
CTI/Call
control data
Unified CCE Agent
desktops
IP IVR 2
IP phones
PG 1
PG server
ICM central controller
SCI
JTAPI
SCI
JTAPI
V
IP
IP
IP
IP
M
M
M
JTAPI
CTI OS server
CCM PIM
IVR 1 PIM
IVR 2 PIM
OPC
PG Agent
CTI server