Cisco Cisco Unified Contact Center Enterprise 9.0(1) Installation Guide

About Unified SCCE Core Components

This section describes the core software components of Unified SCCE. For more detailed
information regarding software components and Unified SCCE architecture, see the Cisco
Unified Contact Center Enterprise 7.5 Solution Reference Network Design Guide.

Core components of Unified SCCE include an Administration & WebView Reporting machine,
a Central Controller, an Agent/IVR Controller, Cisco Unified Communications Manager (Unified
CM), and Cisco Unified IP IVR (or Cisco Unified Customer Voice Portal). Reporting is provided
through WebView. Agent desktop functionality is provided through, optionally, CTI OS or
Cisco Agent Desktop (CAD) software.

Figure 1: Unified SCCE Core Components

The Central Controller, the Agent/IVR Controller, and the
Administration & WebView Reporting components provide

Central Controller

Agent/IVR Controller

intelligent contact routing and ACD functionality, including
monitoring and controlling agent state, CTI capabilities, and gathering
real-time and historical data for reporting in Unified SCCE.

Administration &
WebView Reporting

The Central Controller provides system call routing and logging
functionality. The Agent/IVR Controller provides a communication
link between the central controller and the Unified CM and Unified
IP IVR (or Unified CVP). The Administration & WebView Reporting

Installation and Configuration Guide Cisco Unified System Contact Center Enterprise 7.5(1)