Cisco Cisco Unified Contact Center Management Portal 11.0(1) Nota De Lançamento

Cisco

Preface

C

O N T E N T S

Introduction ............................................................................................................................................. viii

New or Changed Information for This Release ...................................................................................... viii

Revision History ..................................................................................................................................... viii

Obtaining Documentation and Submitting a Service Request .................................................................... x

Cisco Product Security Overview .............................................................................................................. xi

Chapter 1. Architecture Overview

Solution Components ............................................................................................................................. 3

Cisco Unified Contact Center Enterprise (Unified CCE) ....................................................................... 7

Combining IP Telephony and Unified CCE in the Same Unified CM Cluster ..................................... 20

Combining IP Telephony and Unified CCE Extensions on the Same IP Phone ................................... 21

Agent Phones in Countries with Toll-Bypass Regulations ................................................................... 21

Queuing in a Unified CCE Environment .............................................................................................. 22

Transfers and Conferences in a Unified CCE Environment ................................................................. 22

Chapter 2. Deployment Models 23

What’s New in This Chapter ................................................................................................................ 24

General Deployment Options ............................................................................................................... 24

IPT: Single Site ..................................................................................................................................... 38

IPT: Multisite with Centralized Call Processing .................................................................................. 42

IPT: Multisite with Distributed Call Processing ................................................................................... 49

IPT: Clustering Over the WAN ............................................................................................................ 59

Mobile Agent Over Broadband ............................................................................................................ 74

Traditional ACD Integration ................................................................................................................. 78

Traditional IVR Integration .................................................................................................................. 81

Unified CCE/CCH: Integration with the Genesys Cisco T-Server ....................................................... 86

Chapter 3. Design Considerations for High Availability 92

Designing for High Availability ........................................................................................................... 92

Data Network Design Considerations ................................................................................................... 95

Unified CM and CTI Manager Design Considerations ........................................................................ 97

Unified IP IVR Design Considerations .............................................................................................. 101