Contact Center Enterprise (Unified CCE)
Cisco Systems, Inc.
delivers Packaged CCE on a pair of core duplexed Unified Computing System (UCS)
C260-Series servers, referred to as Side A and Side B. Five Cisco Systems
contact center components run on these servers as 17 virtual machines (VMs).
These components are summarized below.
Unified CCE is
installed as four VMs: two CCE Call Servers (Side A and Side B) and two CCE
Data Servers (Side A and Side B).
The CCE Call Server
routes calls, hosts the two Peripheral Gateways, and acts as the CTI Object
server that interfaces with the agent desktops.
The CCE Data Server
functions as the Logger, which is the database server that stores contact
center configuration data and historical reporting data for distribution to the
data servers. It also functions as the Administration and RealTime Data Server.
You can access Configuration Manager from the console of this VM.
Unified CVP is an
intelligent voice and video self-service product that enables efficient
retrieval of contact center information. It provides prompting, collecting,
queuing, and call control. Unified CVP is installed as follows:
CVP Call/VXML servers (two on Side A and two on Side B), which provide the call
routing and ACD components.
CVP OAMP server on Side A, which provides a web-based operations console for
maintaining the Unified CVP cluster.
One or two
optional Unified CVP Reporting servers that collect reporting data from Unified
CVP operations and is accessed by Unified Intelligence Center reporting
Communications Manager is an enterprise-class IP communications processing
system. In addition to traditional telephony features, it provides advanced
capabilities, such as mobility, and full-featured conferencing services.
Communications Manager is installed as three VMs—a Publisher on Side A which
stores the read/write database and a Subscriber on both Side A and Side B which
register phones and gateways.
You have two
options for Unified Communications Manager. You can have the three Unified
Communications Manager VMS "on-box"—a Publisher and a Subscriber on the Side A
host and a Subscriber on the Side B host. You may prefer to use an external
Communications Manager. Having an external Unified Communications Manager does
not free up three VMs for other purposes.
Center is an advanced reporting platform that provides real-time and historical
reporting. Unified Intelligence Center offers a dashboard-based canvas for
grouping multiple reporting objects together, offering a comprehensive view of
contact center statistics at a glance.
Center is installed as two VMs— a Publisher on Side A and a Subscriber on Side
Finesse is a
next-generation agent and supervisor desktop designed to provide a
collaborative experience for the various communities that interact with your
customer service organization. It helps improve customer experience as well as
customer care representative satisfaction.
installed as two VMs— a Primary node on Side A and a Secondary node on Side B.