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Cisco Unified Contact Center Express Solution Reference Network Design, Release 4.1
Chapter 3 Cisco Unified Contact Center Express Deployment Models
Two-Server HA Deployment Model (4)
This deployment model can support silent monitoring and recording for agents at any WAN connected
site using desktop monitoring (CAD with a 7940 or higher phone). This deployment model can also
support SPAN port monitoring for agents on the same VLAN segment as the Unified CCX server and
four remote sites.
site using desktop monitoring (CAD with a 7940 or higher phone). This deployment model can also
support SPAN port monitoring for agents on the same VLAN segment as the Unified CCX server and
four remote sites.
This deployment model allows the CRS Engine to fail over to a backup CTI Manager in the event that
the primary CTI Manager fails. CTI Ports and CTI Route Points should be grouped into device pools
that have the same primary and secondary server list as that used for JTAPI communications to the CTI
Managers.
the primary CTI Manager fails. CTI Ports and CTI Route Points should be grouped into device pools
that have the same primary and secondary server list as that used for JTAPI communications to the CTI
Managers.
Two-Server HA Deployment Model (4)
This deployment model is for small to medium-sized contact centers requiring High Availability (HA)
and average contact center requirements for supported agents, supervisors, IVR applications, historical
reporting, recording, and silent monitoring.
and average contact center requirements for supported agents, supervisors, IVR applications, historical
reporting, recording, and silent monitoring.
This deployment model incorporates redundant CRS Engine, Database, Recording, and Monitoring
components. Both servers and the Unified CM servers that are running the CTI Managers with which
Unified CCX will be communicating must be collocated in the same Campus LAN and the round-trip
delay between these servers should be less than 2 ms.
components. Both servers and the Unified CM servers that are running the CTI Managers with which
Unified CCX will be communicating must be collocated in the same Campus LAN and the round-trip
delay between these servers should be less than 2 ms.
SQL Server 2000 is required for HA as SQL Server 2000 replication services are utilized to keep the
databases synchronized.
databases synchronized.
Historical reporting during operating hours is limited to 2 reporting clients on a 7845 and 1 on all other
servers.
servers.
This deployment model can support silent monitoring and recording for agents at any WAN connected
site using desktop monitoring (CAD with a 7940 or higher phone). This deployment model can also
support SPAN port monitoring for agents on the same VLAN segment as the Unified CCX server. This
deployment model provides redundancy for both recording and silent monitoring for all agents using
desktop monitoring (regardless of location) or agents on the local VLAN using SPAN port monitoring.
site using desktop monitoring (CAD with a 7940 or higher phone). This deployment model can also
support SPAN port monitoring for agents on the same VLAN segment as the Unified CCX server. This
deployment model provides redundancy for both recording and silent monitoring for all agents using
desktop monitoring (regardless of location) or agents on the local VLAN using SPAN port monitoring.
This deployment model does not incorporate any additional remote Monitoring components, so no SPAN
port monitoring for agents at remote sites using IPPA or low end phones can be performed. Up to four
SPAN port Monitoring components can be easily added to this deployment model to add that capability.
port monitoring for agents at remote sites using IPPA or low end phones can be performed. Up to four
SPAN port Monitoring components can be easily added to this deployment model to add that capability.
This deployment model will allow either CRS Engine component to fail over to a backup CTI Manager
in the event that the primary server fails. CTI Ports and CTI Route Points should be grouped into device
pools that have the same primary and secondary server list as that used for JTAPI communications to the
CTI Managers.
in the event that the primary server fails. CTI Ports and CTI Route Points should be grouped into device
pools that have the same primary and secondary server list as that used for JTAPI communications to the
CTI Managers.
Four-Server HA Deployment Model (5)
This deployment model is for medium to large-sized contact centers requiring High Availability and
average contact center requirements for historical reporting, recording, and silent monitoring. This
deployment model is very similar to the two server HA deployment model, except that by offloading the
database, recording, and monitoring components, the CRS Engine is capable of handling more Busy
Hour Call Completion (BHCC), agents, supervisors, and IVR self-service applications, and the Database
Server is capable of handling more historical reporting clients during operating hours.
average contact center requirements for historical reporting, recording, and silent monitoring. This
deployment model is very similar to the two server HA deployment model, except that by offloading the
database, recording, and monitoring components, the CRS Engine is capable of handling more Busy
Hour Call Completion (BHCC), agents, supervisors, and IVR self-service applications, and the Database
Server is capable of handling more historical reporting clients during operating hours.