Cisco Unified Contact Center Enterprise Solution Reference ...
Cisco Unified Contact Center Enterprise Solution Reference ...
Cisco Unified Contact Center Enterprise Solution Reference ...
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General Deployment Options<br />
2-4<br />
<strong>Cisco</strong> <strong>Unified</strong> <strong>Contact</strong> <strong>Center</strong> <strong>Enterprise</strong> 7.x SRND<br />
Chapter 2 Deployment Models<br />
The large deployment typically supports up to 1,000 concurrent agents, while the medium/small<br />
deployment typically supports up to 300 concurrent agents. The specific number of agents that can be<br />
supported in each configuration depends upon several sizing factors, such as the desktop being used<br />
(CTI OS, CAD, or CRM-integrated), any multi-channel options selected, or the use of <strong>Unified</strong> OUTD.<br />
For specific sizing requirements, refer to the chapter on Sizing <strong>Unified</strong> CCE Components and Servers,<br />
page 9-1.<br />
The installation software for System <strong>Unified</strong> CCE has been optimized and tested for use with <strong>Cisco</strong> MCS<br />
<strong>Unified</strong> CallManager appliances and should be run using only the <strong>Cisco</strong> server models specified in the<br />
chapter on Sizing <strong>Unified</strong> CCE Components and Servers, page 9-1. This requirement also applies to the<br />
optional servers discussed below.<br />
Each of the three deployment models can be redundant or have duplexed servers for the Central<br />
Controller and/or Agent Controller and can support up to two Admin Controllers or AWs. Additionally,<br />
they support installation of the following options:<br />
Multichannel Controller for Web Collaboration Option (<strong>Cisco</strong> Collaboration Server)<br />
This option is installed from the System <strong>Unified</strong> CCE DVD, and it installs a Media Routing<br />
Peripheral Gateway (MR PG) preconfigured for the Web Collaboration Option. The Multichannel<br />
Controller for Web Collaboration must reside on the same server as the <strong>Cisco</strong> Media Blender<br />
component installed as part of the Web Collaboration option installation. There is no option to make<br />
this controller redundant or to use a duplex server.<br />
Multichannel Controller for E-Mail Option (<strong>Cisco</strong> eMail Manger)<br />
This option is installed from the System <strong>Unified</strong> CCE DVD, and it installs a Media Routing<br />
Peripheral Gateway (MR PG) preconfigured for E-Mail Option. The Multichannel Controller for<br />
E-Mail must reside on the same server as the eMail TServer installed as part of the E-Mail option<br />
installation. There is no option to make this controller redundant or to use a duplex server.<br />
Outbound Controller<br />
This option is installed from the System <strong>Unified</strong> CCE DVD. It installs a media routing peripheral<br />
gateway (MR PG) that is preconfigured with one <strong>Unified</strong> OUTD. The outbound controller must be<br />
installed on its own server. It is not possible to make this controller redundant, to add a duplex server,<br />
or to add multiple outbound controllers to the system <strong>Unified</strong> CCE.<br />
<strong>Unified</strong> CCE Gateway Peripheral Gateway<br />
This Peripheral Gateway is installed from the <strong>Unified</strong> ICM Setup CD (not the System <strong>Unified</strong> CCE<br />
DVD), and it is used to connect a System <strong>Unified</strong> CCE System PG to a parent <strong>Unified</strong> ICM<br />
<strong>Enterprise</strong> system. To the Parent <strong>Unified</strong> ICM, this makes the System <strong>Unified</strong> CCE look like any<br />
other Peripheral Gateway controlled ACD. This Peripheral Gateway may not be installed on any of<br />
the System <strong>Unified</strong> CCE servers. It can be deployed in a redundant mode using a duplex (A/B)<br />
Peripheral Gateway pair. Note that this Peripheral Gateway is configured only on the parent <strong>Unified</strong><br />
ICM and counts as part of the 80 supported PGs in the <strong>Unified</strong> ICM <strong>Enterprise</strong> system.<br />
These are the only possible deployments of System <strong>Unified</strong> CCE. It is installed and configured using a<br />
specific set of tools, and those tools cannot handle any other options. For example:<br />
System <strong>Unified</strong> CCE does not support installing the Outbound Controller on the same server as a<br />
PG; it must be installed on its own server.<br />
System <strong>Unified</strong> CCE does not support adding a second <strong>Unified</strong> CCE System PG peripheral. One<br />
peripheral is the only model that is supported.<br />
System <strong>Unified</strong> CCE does not allow configuration of a VRU PG and connection to <strong>Unified</strong> CVP.<br />
<strong>Unified</strong> CVP is not supported by System <strong>Unified</strong> CCE.<br />
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