Cisco Cisco IP Contact Center Release 4.6.1 Leaflet
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Cisco Unified Contact Center Enterprise 7.5 SRND
Chapter 2 Deployment Models
General Deployment Options
General Deployment Options
This section describes options that can apply to many of the specific deployment models listed in the
rest of this document. It describes at a high level the trade-offs that can be made when installing the
Unified CCE software.
rest of this document. It describes at a high level the trade-offs that can be made when installing the
Unified CCE software.
Agent Peripheral Options
Starting with Cisco Unified CCE 7.0, there are two types of peripherals that can be installed to handle
Unified CCE agents. This section talks about those two types of peripherals and the strengths and
weaknesses of each.
Unified CCE agents. This section talks about those two types of peripherals and the strengths and
weaknesses of each.
Enterprise Unified CCE Peripheral
This description applies to either the Cisco Unified Communications Manager (Unified CM) PG
deployed independently or the Unified CM and VRU peripherals both deployed in a Generic PG. The
Cisco Intelligent Contact Management (Unified ICM) software treats the two entities (VRU and
Unified CM) as separate peripherals. This treatment means that routing must be done once for each
peripheral, and Termination Call Detail records are created for each peripheral each time a call touches
the peripheral. Until Unified CCE 7.0, this was the only way of deploying Unified CCE.
deployed independently or the Unified CM and VRU peripherals both deployed in a Generic PG. The
Cisco Intelligent Contact Management (Unified ICM) software treats the two entities (VRU and
Unified CM) as separate peripherals. This treatment means that routing must be done once for each
peripheral, and Termination Call Detail records are created for each peripheral each time a call touches
the peripheral. Until Unified CCE 7.0, this was the only way of deploying Unified CCE.
When using independent VRU and Unified CM peripherals, you must create Translation Routes to send
calls between the VRU and the Unified CM.
calls between the VRU and the Unified CM.
The deployment with an Enterprise Unified CCE peripheral and separate VRU peripheral allows a large
degree of flexibility in configuration. For example, this deployment is capable of using either a
Unified CVP or a Unified IP IVR attached to the VRU peripheral, load balancing between multiple IVRs
can be configured and scripted using translation routes, and so forth.
degree of flexibility in configuration. For example, this deployment is capable of using either a
Unified CVP or a Unified IP IVR attached to the VRU peripheral, load balancing between multiple IVRs
can be configured and scripted using translation routes, and so forth.
When Unified CCE is configured using the Unified CM peripheral, Unified CCE cannot act as a child
to a Unified ICM through a Gateway PG; this option is possible only while using the Unified CCE
System peripheral. For more information on parent-child, see the section on
to a Unified ICM through a Gateway PG; this option is possible only while using the Unified CCE
System peripheral. For more information on parent-child, see the section on
.
Unified CCE System Peripheral
The Unified CCE System peripheral combines the functionality of both the VRU peripherals (up to five
Unified IP IVR peripherals) and a single Unified CM peripheral together into a single logical Unified
ICM peripheral. The Unified CCE treats these Unified IP IVR and Unified CM peripherals as a single
peripheral, eliminating the need to translation-route calls to the Unified IP IVR for treatment and
queueing. If multiple Unified IP IVRs are configured, the Unified CCE System peripheral automatically
load-balances calls between the Unified IP IVRs that have available capacity.
Unified IP IVR peripherals) and a single Unified CM peripheral together into a single logical Unified
ICM peripheral. The Unified CCE treats these Unified IP IVR and Unified CM peripherals as a single
peripheral, eliminating the need to translation-route calls to the Unified IP IVR for treatment and
queueing. If multiple Unified IP IVRs are configured, the Unified CCE System peripheral automatically
load-balances calls between the Unified IP IVRs that have available capacity.
Additionally, because the Unified CCE System PG is a single peripheral, Termination Call Detail (TCD)
records and other reporting data include the information for the call during the entire time it is on the
peripheral. Instead of getting up to three TCDs for each call (one for the original route, one for the IVR,
and one for the agent handle time), only a single record is created with the Unified CCE System PG.
records and other reporting data include the information for the call during the entire time it is on the
peripheral. Instead of getting up to three TCDs for each call (one for the original route, one for the IVR,
and one for the agent handle time), only a single record is created with the Unified CCE System PG.
The Unified CCE System PG does not support Unified CVP, therefore all queuing and treatment in the
Unified CCE System PG are done using Unified IP IVR. Note that a separate Unified CVP on its own
PG can be used in conjunction with the Unified CCE System Peripheral.
Unified CCE System PG are done using Unified IP IVR. Note that a separate Unified CVP on its own
PG can be used in conjunction with the Unified CCE System Peripheral.