This document provides design considerations and guidelines for implementing Cisco IP Contact Center (IPCC) Enterprise Edition solutions based on the Cisco Architecture for Voice, Video, and Integrated Data (AVVID).
This document builds upon ideas and concepts presented in the Cisco IP Telephony Solution Reference Network Design (SRND), which are available online at
This document assumes that you are already familiar with basic contact center terms and concepts and with the information presented in the Cisco IP Telephony SRND. To review IP Telephony terms and concepts, refer to the documentation at the preceding URL.
Unless stated otherwise, the information in this document applies specifically to Cisco IP Contact Center Enterprise Edition Releases 5.0 and 6.0.
This document may be updated at any time without notice. You can obtain the latest version of this document online at
Visit this Cisco.com website periodically and check for documentation updates by comparing the revision date (on the front title page) of your copy with the revision date of the online document.
The following table lists the revision history for this document.
Corrected a few errors in the text and updated some of the referenced URL.
Fixed several broken links in the online document.
Corrected various typographical errors in the document.
Initial version of this document for Cisco IPCC Enterprise Edition Releases 5.0 and 6.0.
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Obtaining Technical Assistance
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Cisco Technical Support Website
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Note Use the Cisco Product Identification (CPI) tool to locate your product serial number before submitting a web or phone request for service. You can access the CPI tool from the Cisco Technical Support Website by clicking the Tools & Resources link under Documentation & Tools. Choose Cisco Product Identification Tool from the Alphabetical Index drop-down list, or click the Cisco Product Identification Tool link under Alerts & RMAs. The CPI tool offers three search options: by product ID or model name; by tree view; or for certain products, by copying and pasting show command output. Search results show an illustration of your product with the serial number label location highlighted. Locate the serial number label on your product and record the information before placing a service call.
Submitting a Service Request
Using the online TAC Service Request Tool is the fastest way to open S3 and S4 service requests. (S3 and S4 service requests are those in which your network is minimally impaired or for which you require product information.) After you describe your situation, the TAC Service Request Tool provides recommended solutions. If your issue is not resolved using the recommended resources, your service request is assigned to a Cisco TAC engineer. The TAC Service Request Tool is located at this URL:
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Definitions of Service Request Severity
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Severity 1 (S1)—Your network is "down," or there is a critical impact to your business operations. You and Cisco will commit all necessary resources around the clock to resolve the situation.
Severity 2 (S2)—Operation of an existing network is severely degraded, or significant aspects of your business operation are negatively affected by inadequate performance of Cisco products. You and Cisco will commit full-time resources during normal business hours to resolve the situation.
Severity 3 (S3)—Operational performance of your network is impaired, but most business operations remain functional. You and Cisco will commit resources during normal business hours to restore service to satisfactory levels.
Severity 4 (S4)—You require information or assistance with Cisco product capabilities, installation, or configuration. There is little or no effect on your business operations.
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•iQ Magazine is the quarterly publication from Cisco Systems designed to help growing companies learn how they can use technology to increase revenue, streamline their business, and expand services. The publication identifies the challenges facing these companies and the technologies to help solve them, using real-world case studies and business strategies to help readers make sound technology investment decisions. You can access iQ Magazine at this URL:
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