Cisco Cisco IP Contact Center Release 4.6.2 Leaflet
1-5
Cisco Unified Contact Center Enterprise 7.5 SRND
Chapter 1 Architecture Overview
Cisco Unified IP Interactive Voice Response (Unified IP IVR)
Unified CVP also provides a queuing platform for the Unified CCE solution. Telephone and video calls
can remain queued on Unified CVP until they are routed to a contact center agent (or external system).
The system can play back music or videos while the caller is on hold; and when Unified CCE routes the
call to an agent, he or she is able to push videos to a caller from the agent desktop application. For more
information, refer to the latest version of the Cisco Unified Customer Voice Portal SRND, available at
can remain queued on Unified CVP until they are routed to a contact center agent (or external system).
The system can play back music or videos while the caller is on hold; and when Unified CCE routes the
call to an agent, he or she is able to push videos to a caller from the agent desktop application. For more
information, refer to the latest version of the Cisco Unified Customer Voice Portal SRND, available at
Cisco Unified IP Interactive Voice Response (Unified
IP IVR)
The Unified IP IVR provides prompting, collecting, and queuing capability for the Unified CCE
solution. Unified IP IVR does not provide call control like Unified CVP because it is behind Unified CM
and under the control of the Unified ICM software via the Service Control Interface (SCI). When an
agent becomes available, the Unified ICM software instructs the Unified IP IVR to transfer the call to
the selected agent phone. The Unified IP IVR then requests Unified CM to transfer the call to the
selected agent phone.
solution. Unified IP IVR does not provide call control like Unified CVP because it is behind Unified CM
and under the control of the Unified ICM software via the Service Control Interface (SCI). When an
agent becomes available, the Unified ICM software instructs the Unified IP IVR to transfer the call to
the selected agent phone. The Unified IP IVR then requests Unified CM to transfer the call to the
selected agent phone.
Unified IP IVR is a software application that runs on Cisco MCS Servers. You can deploy multiple
Unified IP IVR servers with a single Unified CM cluster under control of Unified CCE.
Unified IP IVR servers with a single Unified CM cluster under control of Unified CCE.
Unified IP IVR has no physical telephony trunks or interfaces like a traditional IVR. The telephony
trunks are terminated at the voice gateway. Unified CM provides the call processing and switching to set
up a G.711 or G.729 Real-Time Transport Protocol (RTP) stream from the voice gateway to the Unified
IP IVR. The Unified IP IVR communicates with Unified CM via the Java Telephony Application
Programming Interface (JTAPI), and the Unified IP IVR communicates with Unified ICM via the
Service Control Interface (SCI) with a VRU Peripheral Gateway or System Peripheral Gateway.
trunks are terminated at the voice gateway. Unified CM provides the call processing and switching to set
up a G.711 or G.729 Real-Time Transport Protocol (RTP) stream from the voice gateway to the Unified
IP IVR. The Unified IP IVR communicates with Unified CM via the Java Telephony Application
Programming Interface (JTAPI), and the Unified IP IVR communicates with Unified ICM via the
Service Control Interface (SCI) with a VRU Peripheral Gateway or System Peripheral Gateway.
The chapter on
discusses how to determine the number of IVR
ports required. For deployments requiring complete fault tolerance, a minimum of two Unified IP IVRs
is required. The chapter on
is required. The chapter on
, provides details on
Unified CCE fault tolerance.
Cisco Unified Intelligent Contact Management (Unified
ICM) Software
The Cisco Unified ICM software provides contact center features in conjunction with Unified CM and
the IP Queuing platform. Features provided by the Unified ICM software include agent state
management, agent selection, call routing and queue control, IVR control, CTI Desktop screen pops, and
contact center reporting. Unified ICM software for Unified Contact Center Enterprise (Unified CCE)
runs on Cisco MCS servers or exact equivalents, unless otherwise specified in the chapter on
the IP Queuing platform. Features provided by the Unified ICM software include agent state
management, agent selection, call routing and queue control, IVR control, CTI Desktop screen pops, and
contact center reporting. Unified ICM software for Unified Contact Center Enterprise (Unified CCE)
runs on Cisco MCS servers or exact equivalents, unless otherwise specified in the chapter on
, and the Hardware and System Software Specification
Guide. It relies on the Microsoft Windows 2003 operating system software and Microsoft SQL Server
2005 database management system. The supported servers can be single, dual, or quad Pentium CPU
servers in single or multi-core variations with varying amounts of RAM. This variety of supported
servers allows the ICM software to scale and to be sized to meet the needs of the deployment
requirements. The chapter on
2005 database management system. The supported servers can be single, dual, or quad Pentium CPU
servers in single or multi-core variations with varying amounts of RAM. This variety of supported
servers allows the ICM software to scale and to be sized to meet the needs of the deployment
requirements. The chapter on
, provides details
on server sizing.