Cisco Cisco IP Contact Center Release 4.6.2 Guia Do Desenho
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Cisco Unified Contact Center Enterprise 7.0, 7.1, and 7.2 SRND
OL-8669-16
Chapter 4 Unified Contact Center Enterprise Desktop
Deployment Considerations
Firewalls are supported between the CAD services and desktop applications and between the desktop
applications as long as the firewall allows the required type of traffic through and the appropriate ports
are opened.
applications as long as the firewall allows the required type of traffic through and the appropriate ports
are opened.
shows the traffic types used between the CAD components.
For detailed port information, refer to the Port Utilization Guide for Cisco ICM/IPCC Enterprise and
Hosted Editions, available at
Hosted Editions, available at
Figure 4-19
Communication Between CAD Components
shows that IP voice streams are exchanged between the VoIP providers (CAD, the VoIP
Monitor service, and the Recording & Playback service) and the VoIP requestors (CSD and the
Recording & Playback service).
Recording & Playback service).
CTI and call control data (agent state, skill information, and call events) flow either from the CTI OS
service (in the case of CAD) or from one or more of the CAD Base Services communicating directly
with the CTI server (in the case of CAD-BE, CSD, and IPPA agents).
service (in the case of CAD) or from one or more of the CAD Base Services communicating directly
with the CTI server (in the case of CAD-BE, CSD, and IPPA agents).
Note that, in the case of the IP Phone Agent XML service, the CTI information exchanged applies only
for agent state changes requested by the agent using the IPPA application and for skill information
displayed on the phone. Call control messages are still exchanged between the phone and Unified CM.
for agent state changes requested by the agent using the IPPA application and for skill information
displayed on the phone. Call control messages are still exchanged between the phone and Unified CM.
190164
IPPA
SMC
CDA
CAD
IP Voice
CTI/Call Control
HTTP
UDP/TCP
SNMP
CTI/Call Control
HTTP
UDP/TCP
SNMP
IP
CTI OS Server
CAD-BE
CSD
Recording and
Playback Service
VoIP Monitor
Service
CAD Base Services
(Except VoIP Monitor
and Recording and
Playback services)