Cisco Unified Contact Center Enterprise Solution Reference ...

Chapter 1 Architecture Overview
Cisco Unified Outbound Dialer (Unified OUTD)
Cisco Unified Mobile Agent
System Unified CCE
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Unified CCE Components, Terminology, and Concepts
Agents can handle both inbound and outbound contacts, which helps in optimizing contact center
resources. The Cisco Unified Outbound Dialer (Unified OUTD) enables the multi-functional contact
center to take advantage of ICM enterprise management. Contact center managers in need of outbound
campaign solutions can take advantage of the enterprise view that Cisco Unified ICME and Cisco
Unified CCE maintain over agent resources.
Cisco Unified CCE provides the capability for an agent to use any PSTN phone and a quality high-speed
data connection between the agent desktop and the CTI OS server. For design guidance and
considerations for implementing Cisco Unified Mobile Agent, see the chapter on Cisco Unified Mobile
Agent, page 6-1.
System Unified CCE is a new deployment model that simplifies installation and configuration by using
three predefined configurations for Unified CCE that eliminate unnecessary Unified ICM and
non-Unified CCE deployment options. System Unified CCE utilizes a new single installer to simplify
installation and configuration, and it provides web-based administration. Configuration of System
Unified CCE is further simplified by removing Services, Translation Routes, Device Targets, Labels,
Sub Skill Groups, and Agent IDs. There is only one routing client in a System Unified CCE installation.
No matter how many peripherals are configured, the system handles the internal details about individual
peripherals and their routing client details.
System Unified CCE supports only new installations. It continues to provide fault tolerance through the
duplex operation on the Central Controller and Agent/IVR Controller. System Unified CCE can connect
to a parent Unified ICM, and the connection is made between the child Unified CCE System PG and the
parent Gateway PG.
System Unified CCE consists of the following internal components, illustrated in Figure 1-9:
Central Controller — Includes Call Router, Logger, and SQL Server.
Agent/IVR Controller — Unified CCE System PG, CTI Server, CTI OS Server.
Administration and WebView Reporting — AW, HDS, SQL Server, Microsoft Internet Information
Service (IIS).
Cisco Unified CallManager — System Unified CCE connects to single a Cisco Unified
CallManager cluster.
Unified IP IVR — Queue and prompting platform for System Unified CCE.
Optional Components — Outbound Controller, Multi-Channel Controller for Cisco E-Mail Manager
and Cisco Collaboration Server, Unified CCE gateway to Unified ICM, Cisco Agent Desktop Server.
Cisco Unified Contact Center Enterprise 7.x SRND
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