Cisco Cisco Unified Contact Center Enterprise 8.0(1) Guía De Instalación
Table of Contents
Purpose .....................................................................................................................................................1
Audience ....................................................................................................................................................1
Organization ..............................................................................................................................................1
Related Documentation..............................................................................................................................2
Product Naming Conventions.....................................................................................................................3
Conventions................................................................................................................................................3
Obtaining Documentation and Submitting a Service Request...................................................................4
Documentation Feedback...........................................................................................................................5
Audience ....................................................................................................................................................1
Organization ..............................................................................................................................................1
Related Documentation..............................................................................................................................2
Product Naming Conventions.....................................................................................................................3
Conventions................................................................................................................................................3
Obtaining Documentation and Submitting a Service Request...................................................................4
Documentation Feedback...........................................................................................................................5
What is the Cisco Contact Center Gateway Feature?................................................................................7
What is the Parent and Child Relationship?...............................................................................................9
What is Autoconfiguration?.......................................................................................................................10
About Peripheral Gateways......................................................................................................................11
High Availability and Fault Tolerance in Cisco Contact Center Gateway Deployments............................11
What is the Parent and Child Relationship?...............................................................................................9
What is Autoconfiguration?.......................................................................................................................10
About Peripheral Gateways......................................................................................................................11
High Availability and Fault Tolerance in Cisco Contact Center Gateway Deployments............................11
About Unified CCE Solutions and Fault Tolerance...............................................................................11
About Unified CCX Solutions and High Availability..............................................................................12
About Unified CCX Solutions and High Availability..............................................................................12
Cisco Contact Center Gateway using IPCC Enterprise Gateway PG..................................................12
Cisco Contact Center Gateway using IPCC Express Gateway PG.....................................................16
Cisco Contact Center Gateway using IPCC Express Gateway PG.....................................................16
Overview..............................................................................................................................................25
Setting Up the Child Administration & Data Server ............................................................................26
Setting Up the Child Central Controller................................................................................................28
Configuring the System Peripheral Gateways.....................................................................................30
Setting Up the System Peripheral Gateways.......................................................................................32
Installing CTI Server............................................................................................................................41
Installing the Desktop Application on the System PGs........................................................................46
Configuring Agents on the Child Central Controller.............................................................................53
Configuring Skill Groups on the Child Central Controller.....................................................................54
Configuring Dialed Numbers on the Child Central Controller..............................................................55
Configuring Call Types on the Child Central Controller........................................................................56
Creating and Scheduling Routing Scripts............................................................................................57
Testing the Child Example System......................................................................................................58
Setting Up the Child Administration & Data Server ............................................................................26
Setting Up the Child Central Controller................................................................................................28
Configuring the System Peripheral Gateways.....................................................................................30
Setting Up the System Peripheral Gateways.......................................................................................32
Installing CTI Server............................................................................................................................41
Installing the Desktop Application on the System PGs........................................................................46
Configuring Agents on the Child Central Controller.............................................................................53
Configuring Skill Groups on the Child Central Controller.....................................................................54
Configuring Dialed Numbers on the Child Central Controller..............................................................55
Configuring Call Types on the Child Central Controller........................................................................56
Creating and Scheduling Routing Scripts............................................................................................57
Testing the Child Example System......................................................................................................58
Overview..............................................................................................................................................58
Setting Up the Parent Administration & Data Server ..........................................................................59
Setting Up the Parent Central Controller.............................................................................................61
Configuring the Enterprise Gateway Peripheral Gateways (PGs).......................................................63
Adding the Instance.............................................................................................................................64
Setting Up the Parent Administration & Data Server ..........................................................................59
Setting Up the Parent Central Controller.............................................................................................61
Configuring the Enterprise Gateway Peripheral Gateways (PGs).......................................................63
Adding the Instance.............................................................................................................................64
Cisco Contact Center Gateway Deployment Guide for Cisco Unified ICME/CCE/SCCE/CCX Enterprise Releases 8.0(1) and Express Release 8.0(1)
i