Cisco Cisco E-Mail Manager Unity Integration Option Guida Alla Progettazione
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Cisco Unified Contact Center Enterprise 7.0, 7.1, and 7.2 SRND
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Chapter 1 Architecture Overview
Cisco Unified Communications Manager
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, and Peripheral Gateway.
It includes Call Router, Logger, and Peripheral Gateway.
•
Agent desktop software: Cisco Agent Desktop (CAD) or Cisco Toolkit Desktop (CTI OS)
In addition to these core components, the following Cisco hardware products are required for a complete
Unified CCE deployment:
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
Cisco Unified Communications Manager
Cisco Unified Communications Manager (Unified CM, formerly Cisco Unified CallManager) is a
software application that controls the voice gateways and IP phones, thereby providing the foundation
for a Voice over IP (VoIP) solution. Unified CM runs on Cisco Media Convergence Servers (MCS). The
software running on a server is referred to as a Unified CM server. Multiple Unified CM servers can be
software application that controls the voice gateways and IP phones, thereby providing the foundation
for a Voice over IP (VoIP) solution. Unified CM runs on Cisco Media Convergence Servers (MCS). The
software running on a server is referred to as a Unified CM server. Multiple Unified CM servers can be
Signaling/CTI
IP Voice
TDM Voice
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V
Unified CM Cluster
PSTN
M
M
M
M
M
IP IVR/CVP
Agent
IP
Unified CCE