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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Chapter 2 Deployment Models<br />
OL-8669-05<br />
Figure 2-1 Single-Site Deployment<br />
System<br />
IPCC<br />
<strong>Cisco</strong> <strong>Unified</strong> <strong>Contact</strong> <strong>Center</strong> <strong>Enterprise</strong> 7.x SRND<br />
IPT: Single Site<br />
Figure 2-1 shows a <strong>Unified</strong> IP IVR, a <strong>Cisco</strong> <strong>Unified</strong> CallManager cluster, redundant System <strong>Unified</strong><br />
CCE servers, an Admin Controller (Administrative Workstation) and Historical Data Server (HDS), and<br />
a direct connection to the PSTN from the voice gateways. The System <strong>Unified</strong> CCE server in this<br />
scenario is running the following major software processes:<br />
Call Router<br />
Logger and Database Server<br />
<strong>Unified</strong> CCE System PG with <strong>Cisco</strong> <strong>Unified</strong> CallManager Peripheral Interface Manager (PIM) and<br />
<strong>Unified</strong> IP IVR PIM<br />
CTI Server<br />
PSTN<br />
CTI Object Server (CTI OS)<br />
V<br />
CallManager Cluster<br />
M<br />
M M<br />
IVR/ISN AW/HDS<br />
Agent<br />
IP<br />
M<br />
Admin<br />
Controller<br />
Signaling/CTI<br />
IP Voice<br />
TDM Voice 143985<br />
Optionally, <strong>Cisco</strong> Agent Desktop (CAD) servers could be co-located on the System <strong>Unified</strong> CCE<br />
servers as well<br />
Optionally the Central Controller and Agent Controller (<strong>Unified</strong> CCE System PG) could be split onto<br />
separate servers. For information on when to install the <strong>Unified</strong> ICM Central Controller and PG on<br />
separate servers, refer to the chapter on Sizing <strong>Unified</strong> CCE Components and Servers, page 9-1.<br />
This system could be installed using the traditional <strong>Unified</strong> CCE model (not System <strong>Unified</strong> CCE),<br />
which would allow for several different options. For example, <strong>Unified</strong> CVP could be used instead of the<br />
<strong>Unified</strong> IP IVR for queuing and treatment of calls.<br />
System <strong>Unified</strong> CCE or traditional <strong>Unified</strong> CCE must be deployed in a redundant fashion. Simplex<br />
deployments are supported only for lab or non-production deployments. For information on <strong>Unified</strong><br />
CCE redundancy, see to the chapter on Design Considerations for High Availability, page 3-1.<br />
The number of <strong>Cisco</strong> <strong>Unified</strong> CallManager nodes and the hardware model used is not specified along<br />
with the number of <strong>Unified</strong> IP IVRs. For information on determining the number and type of servers<br />
required, refer to the chapter on Sizing <strong>Unified</strong> CCE Components and Servers, page 9-1.<br />
M<br />
2-7
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