Cisco Unified Contact Center Enterprise Solution Reference ...

Design Considerations for Unified CCE System Deployment with Unified ICM Enterprise
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Cisco Unified Contact Center Enterprise 7.x SRND
Chapter 3 Design Considerations for High Availability
The Unified ICM parent cannot have any directly controlled agents in this model, which means that it
does not support classic Unified CCE with a Cisco Unified CallManager 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 Control 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.
The Unified CCX Call Center (Child) Site
The Unified CCX Call Center location contains a local Cisco Unified CallManager 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 (CRS) Release 4.0x 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.
The Unified CCE Call Center (Child) Site
The Unified CCE Call Center location contains a local Cisco Unified CallManager 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 or Cisco Unified Queue Manager (Customer Response Solution (CRS)) 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.
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:
Progger configuration
Single (or duplex) server that contains the Unified CCE components: Call Router and Logger, PG
for Cisco Unified CallManager and IP IVR Queue Manager, CTI Server, and CTI OS Server.
Rogger configuration with separate Unified CCE Agent Controller
Rogger configured as a single (or duplex) server that contains the Unified CCE components: Call
Router and Logger and a separate Unified CCE Agent Controller (single or duplex) server that
contains the PG for CallManager and IP IVR Queue Manager, CTI Server, and CTI OS Server
For more details about the capacity of these configurations, refer to Sizing Unified CCE Components
and Servers, page 9-1.
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