Cisco Cisco Unified Contact Center Enterprise 9.0(1) Folheto
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Cisco Unified Contact Center Enterprise 7.5 SRND
Chapter 3 Design Considerations for High Availability
Design Considerations for Unified CCE System Deployment with Unified ICM Enterprise
The Unified ICM parent is not designed to support any directly controlled agents in this model, which
means that it does not support classic Unified CCE with a Unified CM Peripheral Gateway installed on
this Unified ICM parent. All agents must be controlled externally to this Unified ICM parent system.
means that it does not support classic Unified CCE with a Unified CM Peripheral Gateway installed on
this Unified ICM parent. All agents must be controlled externally to this Unified ICM parent system.
The Unified CVP or IVR PG pair controls the Customer Voice Portal Call Server, which translates the
IVR PG commands from Unified ICM into VoiceXML and directs the VoiceXML to the voice gateways
at the remote contact center sites. This allows calls from the data center location to come into the remote
call centers under control of the CVP at the parent location. The parent then has control over the entire
network queue of calls across all sites and will hold the calls in queue on the voice gateways at the sites
until an agent becomes available.
IVR PG commands from Unified ICM into VoiceXML and directs the VoiceXML to the voice gateways
at the remote contact center sites. This allows calls from the data center location to come into the remote
call centers under control of the CVP at the parent location. The parent then has control over the entire
network queue of calls across all sites and will hold the calls in queue on the voice gateways at the sites
until an agent becomes available.
The Unified Contact Center Express (CCX) Call Center (Child) Site
The Unified Contact Center Express (CCX) Call Center location contains a local Unified CM cluster that
provides local IP-PBX functionality and call control for the IP phones and local CVP voice gateway.
There is also a local Unified CCX Server, Release 4.0 or above, that provides IP-ACD functionality for
the site. The Unified CCX Server has the Unified CCE Gateway PG installed on it, which reduces the
number of servers required to support this contact center site. The Unified CCE Gateway PG connects
to the Unified ICM Call Router (Rogger) at the Unified ICM parent data center location over the WAN
and provides real-time event data and agent states to the parent from the Unified CCX. The Unified CCE
Gateway PG also captures configuration data (skill groups, CSQs, services, applications, and so forth)
and sends it to the parent Unified ICM configuration database as well.
provides local IP-PBX functionality and call control for the IP phones and local CVP voice gateway.
There is also a local Unified CCX Server, Release 4.0 or above, that provides IP-ACD functionality for
the site. The Unified CCX Server has the Unified CCE Gateway PG installed on it, which reduces the
number of servers required to support this contact center site. The Unified CCE Gateway PG connects
to the Unified ICM Call Router (Rogger) at the Unified ICM parent data center location over the WAN
and provides real-time event data and agent states to the parent from the Unified CCX. The Unified CCE
Gateway PG also captures configuration data (skill groups, CSQs, services, applications, and so forth)
and sends it to the parent Unified ICM configuration database as well.
Additional Unified CCX servers may be used and included in this site to provide redundant Unified CCX
Servers, historical reporting database services, recording and monitoring servers, and ASR/TTS servers
as well.
Servers, historical reporting database services, recording and monitoring servers, and ASR/TTS servers
as well.
The Unified CCE Call Center (Child) Site
The Unified CCE Call Center location contains a local Unified CM cluster that provides local IP-PBX
functionality and call control for the IP phones and local CVP voice gateway. There is also a local
Unified IP IVR to provide local call queuing for the Unified CCE site. There is a redundant pair of
Unified CCE Gateway PGs that are used to connect this site to the Unified ICM parent Call Router
(Rogger) at the Unified ICM parent data center location over the WAN and to provide real-time event
data and agent states to the parent from the Unified CCE child. The Unified CCE Gateway PGs also
capture configuration data (skill groups, services, call types, and so forth) and send it to the parent
Unified ICM configuration database as well.
functionality and call control for the IP phones and local CVP voice gateway. There is also a local
Unified IP IVR to provide local call queuing for the Unified CCE site. There is a redundant pair of
Unified CCE Gateway PGs that are used to connect this site to the Unified ICM parent Call Router
(Rogger) at the Unified ICM parent data center location over the WAN and to provide real-time event
data and agent states to the parent from the Unified CCE child. The Unified CCE Gateway PGs also
capture configuration data (skill groups, services, call types, and so forth) and send it to the parent
Unified ICM configuration database as well.
In Unified CCE 7.5(x), the IP-IVR at the Child site can be replaced with a local Unified CVP instance.
Unified CVP is not integrated as part of the Agent Controller's System PG; there is a separate IVR PG
defined specifically for unified CVP as part of the installation for System CCE with Unified CVP.
Because Unified CVP is not part of the System PG, calls in queue or treatment in Unified CVP will not
be reported to the Parent ICM via the Unified CCE Gateway PG.
Unified CVP is not integrated as part of the Agent Controller's System PG; there is a separate IVR PG
defined specifically for unified CVP as part of the installation for System CCE with Unified CVP.
Because Unified CVP is not part of the System PG, calls in queue or treatment in Unified CVP will not
be reported to the Parent ICM via the Unified CCE Gateway PG.
A local Unified CCE child system is used to provide IP-ACD functionality, and it can be sized depending
upon the type of deployment required:
upon the type of deployment required:
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Progger configuration
Single (or duplex) server that contains the Unified CCE components: Call Router and Logger,
System PG for Unified CM and IP IVR, CTI Server and CTI OS Server, and optionally the
Unified CVP Controller.
System PG for Unified CM and IP IVR, CTI Server and CTI OS Server, and optionally the
Unified CVP Controller.