Cisco Cisco IPCC Web Option Fascicule
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Cisco Unified Contact Center Enterprise 7.5 SRND
Chapter 1 Architecture Overview
Figure 1-1
Typical Unified CCE Deployment
The Cisco Unified CCE solution consists of four primary Cisco software components:
•
Unified Communications infrastructure: Cisco Unified Communications Manager (Unified CM)
•
Queuing and self-service: Cisco Unified IP Interactive Voice Response (Unified IP IVR) or
Unified CVP
Unified CVP
•
Contact center routing and agent management: Unified CCE is based on the Unified ICM software.
It includes Call Router, Logger, Peripheral Gateway, Historical Data Server, Administrative
Workstation, and so forth.
It includes Call Router, Logger, Peripheral Gateway, Historical Data Server, Administrative
Workstation, and so forth.
•
Agent desktop software: Cisco Agent Desktop (CAD), Cisco Toolkit Agent Desktop (CTI OS), or
integrations with third-party customer relationship management (CRM) software through Cisco
Unified CRM Connector.
integrations with third-party customer relationship management (CRM) software through Cisco
Unified CRM Connector.
In addition to these core components, the following Cisco telephony and infrastructure hardware
products may be required for a complete Unified CCE deployment:
products may be required for a complete Unified CCE deployment:
•
Cisco Unified IP phones
•
Cisco voice gateways
•
Cisco LAN/WAN infrastructure
The following sections discuss each of the software components in more detail and describe the data
communications between each of these components. For more information on a particular product, refer
to the specific product documentation available online at
communications between each of these components. For more information on a particular product, refer
to the specific product documentation available online at
Signaling/CTI
IP Voice
TDM Voice
143298
V
Unified CM Cluster
PSTN
M
M
M
M
M
IP IVR/CVP
Agent
IP
Unified CCE