Cisco Cisco Unified Contact Center Enterprise 9.0(2) Leaflet

Recommendations for high availability:

Deploy the Media Routing Peripheral Gateways in duplex pairs.

Deploy ConAPI as a redundant pair of Administrative Workstations that are not used for 
configuration and scripting, so that they will be less likely to be shut off or rebooted. Also consider 
using the HDS servers at the central sites to host this function.

Deploy the Unified CCE Agent Peripheral Gateways and CTI Servers in duplex pairs.

The Cisco Email Manager is integrated with Unified CCE to provide full email support in the 
multi-channel contact center with Unified CCE. It can be deployed using a single server (see 

) for a small deployments or with multiple servers to meet larger system design requirements. 

The major components of Cisco Email Manager are:

Cisco Email Manager Server — The core routing and control server; it is not redundant.

Cisco Email Manager Database Server — The server that maintains the online database of all email 
and configuration and routing rules in the system. It can be co-resident on the Cisco Email Manager 
server for smaller deployments or on a dedicated server for larger systems.

Cisco Email Manager UI Server — This server allows the agent user interface (UI) components to 
be off-loaded from the main Cisco Email Manager server to scale for larger deployments or to 
support multiple United Mobile Agent (Unified MA) sites. Each remote site could have a local 

126033

Agents

Customers/Callers

PC

Phone

Workstation CTI

Desktop Phone

Logger

Router

Database

Database

TES

TES

Unified CM

MR-PG

Agent PG

CEM

Database

MR

ARM

ARM

MR

OPC

CTI Server

PIM2

MR-PIM

PIM3

MR-PIM

OPC

CTI Server

Unified CCE/EA

PIM

ConAPI

AW

CEM

CCS

ConAPI

ConAPI

ConAPI