Cisco Unified Contact Center Enterprise Solution Reference ...

Chapter 2 Deployment Models
Unified CCE System Peripheral
System Unified CCE
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General Deployment Options
The Unified CCE System peripheral combines the functionality of both the VRU peripherals (up to five
Unified IP IVR peripherals) and a single Cisco Unified CallManager peripheral together into a single
logical Unified ICM peripheral. The Unified CCE treats these Unified IP IVR and Cisco Unified
CallManager peripherals as a single peripheral, eliminating the need to translation-route calls to the
Unified IP IVR for treatment and queueing. If multiple Unified IP IVRs are configured, the Unified CCE
System peripheral automatically load-balances calls between the Unified IP IVRs that have available
capacity.
Additionally, because the Unified CCE System PG is a single peripheral, Termination Call Detail (TCD)
records and other reporting data include the information for the call during the entire time it is on the
peripheral. Instead of getting up to three TCDs for each call (one for the original route, one for the IVR,
and one for the agent handle time), only a single record is created with the Unified CCE System PG.
The Unified CCE System PG does not support Unified CVP, therefore all queueing and treatment in the
Unified CCE System PG are done using Unified IP IVR.
Beginning with Unified CCE Release 7.0, there are two ways to install Unified CCE:
Traditional Unified ICM Setup installation (available previously)
System Unified CCE (new with Release 7.0)
System Unified CCE is available for a select subset of Unified CCE deployment models, and it greatly
simplifies installation and configuration of the system. It is installed using a new streamlined
DVD-based install, and configured using the Unified CCE Web Administration tools instead of the
traditional Unified ICM Configuration Manager on an Administrative Workstation.
System Unified CCE is available in two specific production models and one demo/lab deployment
model. All these deployment models are single-peripheral Unified CCE System PG deployments,
meaning that they connect to a single Cisco Unified CallManager cluster and from one to five
Unified IP IVRs.
Because System Unified CCE is installed and configured differently, it does not support the number of
options that Unified CCE traditionally supports. System Unified CCE supports the following specific
deployments:
Large deployment: Three-server Unified CCE configuration
Server 1: Central Controller: Call Router, Logger
Server 2: Agent/IVR Controller: Unified CCE System PG (including CTI Server and CTI OS)
Server 3: Administration and Reporting: AW, HDS, Web Administration Server
Medium/small deployment: Two-server Unified CCE configuration:
Server 1: Central Controller and Agent/IVR Controller: Call Router, Logger, Unified CCE
System PG
Server 2: Administration and Reporting: AW/HDS/Web Administration Server
Demo/lab deployment: Single-server Unified CCE configuration (not supported in production):
Server 1: All-in-one: Call Router, Logger, Unified CCE System PG, AW, Web Administration
Server
Cisco Unified Contact Center Enterprise 7.x SRND
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