Руководство По Проектированию для Cisco Cisco IP Contact Center Release 4.6.1

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

Contact center routing and agent management: Unified CCE is based on the Unified ICM software. 
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:

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

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 

Signaling/CTI

IP Voice

TDM Voice

143298

Unified CM Cluster

Agent

Unified CCE