Getting Started with Cisco Unified Contact Center Express Release 9.0(1)
Unified CCX architecture
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Unified CCX architecture

Unified CCX architecture

This chapter briefly describes the deployment models that you can use with this Unified CCX.

Available deployment models

This section discusses the deployment models that are available for this Cisco Unified CCX release. Unified CCX can be deployed anywhere in your Cisco Unified Communications network on Cisco MCS or Cisco approved, customer-provided servers.

Unified CCX software components include the Unified CCX Engine, Database component, Recording component and Monitoring component. The following table shows the placement of these components for the different deployment models.

Table 1 Cisco Unified CCX deployment models

Unified CCX Deployment Models

Cisco Unified CCX Components on

Server 1

Cisco Unified CCX Components on

Server 2

Single-Server Non-High Availability Deployment Model—Cisco Unified CM Integration

Engine, Database, Recording, Monitoring components

Two-Server High Availability Deployment Model—Cisco Unified CM Integration

Engine, Database, Recording, Monitoring components

Engine, Database, Recording, Monitoring components


Note


Cisco Unified CCX deployment model integrated with Cisco Unified CME is not supported in 9.0(1) and higher versions.

For detailed information on the deployment models for Unified CCX, see Cisco Unified CCX Solution Reference Network Design.


Note


Cisco Unified Communications Manager (Cisco Unified CM) coresident with Cisco Unified CCX deployment is not supported in Cisco Unified CCX. Expansion servers where the Database, Monitoring, or Recording components are running on separate servers are also not supported.


The following are brief descriptions of key items for a Unified CCX deployment:

  • Voice Gateway: Connects the Cisco Unified Communications network to the Public Switched Telephone Network (PSTN) and to other private telephone systems. You purchase gateways separately. Both inbound and outbound calls to the PSTN travel through the gateway.
  • Unified CM: Provides the features that are required to implement Cisco Unified Communications phones, manages gateways, and directs voice over Cisco Unified Communications traffic to the Unified CCX system. You must purchase Unified CM separately.
  • Unified CCX: Contains the Unified CCX Engine that runs Unified CCX.

Single-Server Non-High Availability deployment model

This deployment model places a single instance of all four Cisco Unified CCX software components on the same server and uses Informix IDS as the database server. See Cisco Unified Contact Center Express Deployment Models section in Cisco Unified CCX Solution Reference Network Design for detailed information on single site deployment model of Cisco Unified CCX integrated with Cisco Unified CM.

Two-Server High Availability deployment model

The Two-Server High Availability Deployment Model is for small to medium-sized contact centers requiring high availability. Informix IDS replication is used to keep the databases synchronized.

Unified CCX 9.0(1) supports high availability over WAN to provide site redundancy. In this deployment, the Unified CCX servers are located in two different sites across the WAN. See Cisco Unified CCX Solution Reference Network Design for detailed information on guidelines and considerations that apply to high availability (HA) deployments of Unified CCX.

Services from partners

Ordering from a Cisco-authorized online partner provides convenience for those customers that know which products best fit their needs and require immediate delivery. If your needs require onsite design, installation and ongoing support, a local reseller in your area could provide those value-added services. There are multiple places to order Cisco products online. Customers with Direct Purchasing agreements can order direct from Cisco. There are also numerous channel partners that transact e-commerce on their web site for Cisco products. A full list of global Cisco Partners can be found on Cisco's Partner Locator website. Customers at small and medium sized business who want the convenience of online ordering can use Cisco's Online Partners.

Cisco Advanced Services

Cisco Advanced Services incorporates a unique three-tiered program offering a real world life cycle process to help you achieve your business objectives. Depending on individual operational, maintenance, and network level requirements, each customer has unique support requirements throughout the network life cycle of planning, designing, implementing, operating, and optimizing the network (PDIOO). A full list of Cisco Advanced Services can be found on Advanced Services category.

SocialMiner deployment model for Unified CCX web chat

As part of the Premium offering, Unified CCX agents can service customer chat requests using the Agent Web Chat Application from the Cisco Agent Desktop or through a standalone browser.

As stated in the overview section, this feature requires a Cisco SocialMiner deployment to accept and relay the contact requests from a customer website. One SocialMiner deployment can serve only one Unified CCX deployment (single node or High Availability deployment). There are two deployment scenarios.

Deployment scenario 1: Customer website in Demilitarized Zone (DMZ)

The Unified CCX is deployed inside the enterprise firewall and the SocialMiner is deployed inside company premises in the DMZ zone along with the customer website. The DMZ zone is open to all HTTP/HTTPS traffic from the Internet. The Unified CCX is shielded from all outside traffic except the traffic coming from the DMZ zone. Even from the DMZ zone the Unified CCX only responds on HTTPS/HTTPS and BOSH (7443/7071) ports.

Deployment scenario 2: Customer website in public cloud/domain

The Unified CCX is deployed inside the enterprise firewall and the SocialMiner is deployed inside company premises in the DMZ. The customer website is on a public cloud or public domain and is open to the Internet. The DMZ zone is open to all HTTP/HTTPS traffic from the Internet. The Unified CCX is shielded from all outside traffic except the traffic coming from the DMZ zone. Even from the DMZ zone the Unified CCX only responds on HTTPS/HTTPS and BOSH (7443/7071) ports.