Cisco Cisco Unified IP Interactive Voice Response (IVR) 8.0(1) Note De Mise
3-4
Cisco Unified Contact Center Express Solution Reference Network Design
Chapter 3 Cisco Unified Contact Center Express Solution Architecture for Cisco Unified Communications Manager
Cisco Unified CCX Engine and Database Components
Cisco Unified CCX Engine and Database Components
Cisco Unified CCX for Cisco Unified CME includes these core software components:
•
Cisco Unified CCX Engine
•
Database
•
Monitoring
•
Recording
Every Cisco Unified CCX deployment must have the Cisco Unified CCX Engine and database
components. The monitoring and recording components are optional and are discussed in the
components. The monitoring and recording components are optional and are discussed in the
. With Cisco Unified CCX for Cisco
Unified CME, only one instance of each of these components can be installed and all components must
be on the same physical server.
be on the same physical server.
The Cisco Unified CCX Engine (with its closely related subsystems) is the component that provides
functions such as the following:
functions such as the following:
•
Telephony Interface with Cisco Unified CME
•
Execution of scripts
•
Encoding and streaming of .wav files (G.711 codec only)
•
Communications with CAD for agent state control and screen pop
•
Agent monitoring and selection
•
Cisco Unified CCX Administration web interface.
You can think of the Cisco Unified CCX Engine component as providing the core ACD, IVR and CTI
services. The other components—Database, Monitoring and Recording—are auxiliary software
components.
services. The other components—Database, Monitoring and Recording—are auxiliary software
components.
The database component is a required component for any Cisco Unified CCX deployment. It manages
access to the database. The Cisco Unified CCX Database contains these datastores:
access to the database. The Cisco Unified CCX Database contains these datastores:
•
Configuration datastore (CDS)
•
Repository datastore (RDS)
•
Agent datastore (ADS)
•
Historical datastore (HDS)
The configuration datastore contains Cisco Unified CCX configuration information such as resources
(agents), skills, resource groups, teams, CSQ, applications, triggers, call control groups, and dialog
groups. The respository datastore contains user prompts, grammars, and documents. The agent datastore
contains agent logs, statistics, and pointers to the recording files. The historical datastore contains
Contact Call Detail Records (CCDRs) and other data for historical report.
(agents), skills, resource groups, teams, CSQ, applications, triggers, call control groups, and dialog
groups. The respository datastore contains user prompts, grammars, and documents. The agent datastore
contains agent logs, statistics, and pointers to the recording files. The historical datastore contains
Contact Call Detail Records (CCDRs) and other data for historical report.
Monitoring and Recording Components
Cisco Unified CCX for Cisco Unified CME has the same solution architecture for SPAN port
monitoring, desktop monitoring, and recording as Cisco Unified CCX for Cisco Unified CM. However,
Cisco Unified CCX for Cisco Unified CME does not support:
monitoring, desktop monitoring, and recording as Cisco Unified CCX for Cisco Unified CM. However,
Cisco Unified CCX for Cisco Unified CME does not support:
•
G.729 as the audio codec
•
Remote supervisory monitor using an IP phone or PSTN phone.