Cisco Unified Contact Center Enterprise Solution Reference ...

General Deployment Options
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Cisco Unified Contact Center Enterprise 7.x SRND
Chapter 2 Deployment Models
The large deployment typically supports up to 1,000 concurrent agents, while the medium/small
deployment typically supports up to 300 concurrent agents. The specific number of agents that can be
supported in each configuration depends upon several sizing factors, such as the desktop being used
(CTI OS, CAD, or CRM-integrated), any multi-channel options selected, or the use of Unified OUTD.
For specific sizing requirements, refer to the chapter on Sizing Unified CCE Components and Servers,
page 9-1.
The installation software for System Unified CCE has been optimized and tested for use with Cisco MCS
Unified CallManager appliances and should be run using only the Cisco server models specified in the
chapter on Sizing Unified CCE Components and Servers, page 9-1. This requirement also applies to the
optional servers discussed below.
Each of the three deployment models can be redundant or have duplexed servers for the Central
Controller and/or Agent Controller and can support up to two Admin Controllers or AWs. Additionally,
they support installation of the following options:
Multichannel Controller for Web Collaboration Option (Cisco Collaboration Server)
This option is installed from the System Unified CCE DVD, and it installs a Media Routing
Peripheral Gateway (MR PG) preconfigured for the Web Collaboration Option. The Multichannel
Controller for Web Collaboration must reside on the same server as the Cisco Media Blender
component installed as part of the Web Collaboration option installation. There is no option to make
this controller redundant or to use a duplex server.
Multichannel Controller for E-Mail Option (Cisco eMail Manger)
This option is installed from the System Unified CCE DVD, and it installs a Media Routing
Peripheral Gateway (MR PG) preconfigured for E-Mail Option. The Multichannel Controller for
E-Mail must reside on the same server as the eMail TServer installed as part of the E-Mail option
installation. There is no option to make this controller redundant or to use a duplex server.
Outbound Controller
This option is installed from the System Unified CCE DVD. It installs a media routing peripheral
gateway (MR PG) that is preconfigured with one Unified OUTD. The outbound controller must be
installed on its own server. It is not possible to make this controller redundant, to add a duplex server,
or to add multiple outbound controllers to the system Unified CCE.
Unified CCE Gateway Peripheral Gateway
This Peripheral Gateway is installed from the Unified ICM Setup CD (not the System Unified CCE
DVD), and it is used to connect a System Unified CCE System PG to a parent Unified ICM
Enterprise system. To the Parent Unified ICM, this makes the System Unified CCE look like any
other Peripheral Gateway controlled ACD. This Peripheral Gateway may not be installed on any of
the System Unified CCE servers. It can be deployed in a redundant mode using a duplex (A/B)
Peripheral Gateway pair. Note that this Peripheral Gateway is configured only on the parent Unified
ICM and counts as part of the 80 supported PGs in the Unified ICM Enterprise system.
These are the only possible deployments of System Unified CCE. It is installed and configured using a
specific set of tools, and those tools cannot handle any other options. For example:
System Unified CCE does not support installing the Outbound Controller on the same server as a
PG; it must be installed on its own server.
System Unified CCE does not support adding a second Unified CCE System PG peripheral. One
peripheral is the only model that is supported.
System Unified CCE does not allow configuration of a VRU PG and connection to Unified CVP.
Unified CVP is not supported by System Unified CCE.
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