Cisco Unified Contact Center Enterprise Solution Reference ...

Peripheral Gateway and Server Options
9-14
Cisco Unified Contact Center Enterprise 7.x SRND
Chapter 9 Sizing Unified CCE Components and Servers
Unified IP IVR Self-Service Applications
In deployments where the Unified IP IVR is also used for self-service applications, the self-service
applications are in addition to the Unified CCE load and must be factored into the sizing requirements
as stated in Table 9-1.
Third-Party Database and Cisco Resource Manager Connectivity
Carefully examine connectivity of any Unified CCE solution component to an external device and/or
software to determine the overall effect on the solution. Cisco Unified CCE solutions are very flexible
and customizable, but they can also be complex. Contact centers are often mission-critical,
revenue-generating, and customer-facing operations. Therefore, Cisco recommends that you engage a
Cisco Partner (or Cisco Advanced Services) with the appropriate experience and certifications to help
you design your Unified CCE solution.
Extended Call Context (ECC)
The ECC usage impacts PG, Router, Logger, and network bandwidth. There are many ways that ECC
can be configured and used. The capacity impact will vary based on ECC configuration and should be
handled on a case-by-case basis.
Peripheral Gateway and Server Options
A Unified ICM Peripheral Gateway (PG) translates messages coming from the Cisco Unified
CallManager servers, the Unified IP IVR, or other third-party automatic call distributors (ACDs) or
voice response units (VRUs) into common internally formatted messages that are then sent to and
understood by the Unified ICM. In the reverse, it also translates Unified ICM messages so that they can
be sent to and understood by the peripheral devices.
The Peripheral Interface Manager (PIM) is the software process that runs on the PG and performs the
message translation and control. Every peripheral device that is part of the Unified CCE solution must
be connected to a PG and PIM.
Figure 9-6 and Figure 9-7 illustrate various configuration options for the Agent PG with CTI OS and
Cisco Agent Desktop. Table 9-3 lists PG and PIM sizing recommendations.
Figure 9-6 Agent PG Configuration Options with CTI OS
Agent PG
(All-in-one)
CCM PG (CCM PIM)
VRM PG (VRU PIM)
CTI Server
CTI OS
Agent PG
(IPCC PG)
(IPCC System PG)
Generic PG
(CCM PIM and VRU PIM)
CTI Server
CTI OS
Agent PG
(with CCM)
CCM PG (CCM PIM)
CTI Server
CTI OS
Agent PG
(with Outbound)
Generic PG
(CCM PIM and VRU PIM)
CTI Server
CTI OS
MR PG
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