Cisco Cisco IP Contact Center Release 4.6.1 Installation Guide
Description
Component
component provides system administration/configuration and
WebView reporting functionality.
WebView reporting functionality.
Unified CM provides features comparable with those of a traditional
PBX system and handles the switching requirements of the Unified
PBX system and handles the switching requirements of the Unified
Cisco Unified
Communications
Manager (Unified CM)
Communications
Manager (Unified CM)
SCCE. It allows deployment of voice applications and the integration
of telephony systems with Intranet applications.
of telephony systems with Intranet applications.
Unified IP IVR or Unified CVP provides Interactive Voice Response
(IVR) and queuing capability in the Unified SCCE system.
(IVR) and queuing capability in the Unified SCCE system.
Cisco Unified IP IVR
(Unified IP IVR) or
Cisco Unified Customer
(Unified IP IVR) or
Cisco Unified Customer
Note: Unified SCCE does not support Unified CCX clustering
(duplexed Unified IP IVRs that failover to the same CTI route points).
(duplexed Unified IP IVRs that failover to the same CTI route points).
Voice Portal (Unified
CVP)
CVP)
Unified SCCE supports connections for up to ten Unified IP IVR or
Unified CVP servers.
Unified CVP servers.
In deployments containing multiple Unified IP IVR servers, the
Unified SCCE Network VRU automatically balances load across the
IVRs based on trunk availability.
Unified SCCE Network VRU automatically balances load across the
IVRs based on trunk availability.
In deployments containing multiple Unified CVP servers, Cisco
Unified Presence load balances with SIP and a Gate Keeper load
balances with H323.
Unified Presence load balances with SIP and a Gate Keeper load
balances with H323.
Cisco CTI Object Server (CTI OS) and Cisco Agent and Supervisor
Desktops are server-based CTI solutions that provide desktops used
Desktops are server-based CTI solutions that provide desktops used
CTI OS or Cisco Agent
Desktops (CAD)
Desktops (CAD)
by contact center agents and supervisors. You select which of these
applications to deploy with your Unified SCCE system.
applications to deploy with your Unified SCCE system.
CTI OS includes the CTI OS Agent Desktop, Supervisor Desktop,
CTI OS Toolkit, and Client Interface Library (CIL). CAD includes
the Desktop Administrator, Agent Desktop, and Supervisor Desktop.
CTI OS Toolkit, and Client Interface Library (CIL). CAD includes
the Desktop Administrator, Agent Desktop, and Supervisor Desktop.
Unified SCCE Optional Software Components
The following optional software components can be (but are not required to be) deployed in a
Unified SCCE system. This group of components provide outbound dialing capability and Web
and E-mail interactivity to Unified SCCE. The Web and E-mail options are referred to collectively
in Unified SCCE deployments as the multichannel components. These components will be
available in a future release.
Unified SCCE system. This group of components provide outbound dialing capability and Web
and E-mail interactivity to Unified SCCE. The Web and E-mail options are referred to collectively
in Unified SCCE deployments as the multichannel components. These components will be
available in a future release.
Installation and Configuration Guide Cisco Unified System Contact Center Enterprise 7.5(1)
7
Chapter 1: Introduction to Unified SCCE
Unified SCCE Optional Software Components