Cisco Cisco IPCC Web Option Leaflet
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Cisco Unified Contact Center Enterprise 7.5 SRND
Chapter 1 Architecture Overview
What's New in This Chapter
What's New in This Chapter
lists the topics that are new in this chapter or that have changed significantly from previous
releases of this document.
Cisco Unified Communications Manager
Cisco Unified Communications Manager (Unified CM, formerly Cisco Unified CallManager) is a
software application that controls the voice gateways and IP phones, thereby providing the foundation
for a Voice over IP (VoIP) solution. Unified CM runs on Cisco Media Convergence Servers (MCS). The
software running on a server is referred to as a Unified CM server. Multiple Unified CM servers can be
grouped into a cluster to provide for scalability and fault tolerance. Unified CM communicates with the
gateways using standard protocols such as H.323, Media Gateway Control Protocol (MGCP), and
Session Initiation Protocol (SIP). Unified CM communicates with the IP phones using SIP or Skinny
Call Control Protocol (SCCP). For details on Unified CM call processing capabilities and clustering
options, refer to the latest version of the Cisco Unified Communications Solution Reference Network
Design (SRND) guide, available at:
software application that controls the voice gateways and IP phones, thereby providing the foundation
for a Voice over IP (VoIP) solution. Unified CM runs on Cisco Media Convergence Servers (MCS). The
software running on a server is referred to as a Unified CM server. Multiple Unified CM servers can be
grouped into a cluster to provide for scalability and fault tolerance. Unified CM communicates with the
gateways using standard protocols such as H.323, Media Gateway Control Protocol (MGCP), and
Session Initiation Protocol (SIP). Unified CM communicates with the IP phones using SIP or Skinny
Call Control Protocol (SCCP). For details on Unified CM call processing capabilities and clustering
options, refer to the latest version of the Cisco Unified Communications Solution Reference Network
Design (SRND) guide, available at:
A single Unified CM subscriber server is capable of supporting hundreds of agents. In a fault-tolerant
design, a Unified CM cluster is capable of supporting thousands of agents. However, the number of
agents and the number of busy hour call attempts (BHCA) supported within a cluster varies and must be
sized according to guidelines defined in the chapter on
design, a Unified CM cluster is capable of supporting thousands of agents. However, the number of
agents and the number of busy hour call attempts (BHCA) supported within a cluster varies and must be
sized according to guidelines defined in the chapter on
.
Typically, when designing a Unified CCE solution, you first define the deployment scenario, including
arrival point(s) for voice traffic and the location(s) of the contact center agents. After defining the
deployment scenario, you can determine the sizing of the individual components within the Unified CCE
design for such things as how many Unified CM servers are needed within a Unified CM cluster, how
many voice gateways are needed for each site and for the entire enterprise, how many servers and what
types of servers are required for the Unified ICM software, how many Unified IP IVR or Unified CVP
servers are needed, and so forth.
arrival point(s) for voice traffic and the location(s) of the contact center agents. After defining the
deployment scenario, you can determine the sizing of the individual components within the Unified CCE
design for such things as how many Unified CM servers are needed within a Unified CM cluster, how
many voice gateways are needed for each site and for the entire enterprise, how many servers and what
types of servers are required for the Unified ICM software, how many Unified IP IVR or Unified CVP
servers are needed, and so forth.
Table 1-1
New or Changed Information Since the Previous Release of This Document
New or Revised Topic
Described in:
Agent interfaces
Agent phones
Logical Partitioning and toll bypass
Removed reference to Unified IP Queue Manager Various sections
Unified Intelligence Suite
Unified Intelligence Suite
Unified System Contact Center Enterprise
Video queuing and agent support in Unified CVP