Cisco Packaged Contact Center Enterprise Design Guide, Release 10.0(1)
Introduction
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Introduction

Introduction

Overview of Packaged CCE (CCE PAC M1)

Packaged CCE supports 1000 agents and delivers Cisco Systems contact center components on a single pair of duplexed Unified Computing System (UCS) servers, referred to as the Side A Host and the Side B Host.

These components are deployed as on-box Virtual Machines (VMs) that are described by OVA files downloaded from Cisco Systems, Inc.

The Packaged CCE VMs provide the essential set of contact center functionality—call processing, prompts and rich VXML scripting, voice response collection, agent selection, queuing, and reporting. With its controlled environment and well-defined configuration and deployment boundaries, CCE PAC M1 is a robust solution with high availability and solution serviceability. Additional benefits are simplified ordering and deployment rollout, easier operation and maintenance, and Unified CCE Web Administration—a streamlined, browser-based administration interface for configuring the system and monitoring its health.

The CCE PAC M1 deployment supports on-box virtual machines (VMs) for the following products. Nothing can be installed other than what is in this table.

VM Required? Notes

Cisco Unified Contact Center Enterprise (Unified CCE)

Yes Installed as two CCE Call Server VMs (one on the Side A Host and one on the Side B Host) and two CCE Data Server VMs (one on Side A and one on Side B).

Cisco Unified Customer Voice Portal (Unified CVP)

Yes Installed as two CVP Call/VXML servers on Side A, two on Side B, and one on Side A.

Cisco Unified CVP Reporting Server

No

Used for the Courtesy Callback feature and VXML reporting.

You have the option to install the CVP Reporting Server as an on-box VM on Side B or to connect to an external CVP Reporting Server.

Cisco Unified Intelligence Center

Yes Installed as a Publisher node on Side A and one Subscriber node on Side B.

Cisco Finesse

Yes Installed as a Primary node on Side A and one Secondary node on Side B.
Important:

You must install Finesse as on-box VMs, even if you do not intend to use the Finesse desktop.

Cisco Unified Communications Manager

Yes

Unified CM is required as either three on-box VMs or as a networked external Unified CM Publisher that connects with Subscribers.

On-box Unified CM is installed as a Publisher and a Subscriber node on Side A and a second Subscriber node on Side B.
External Machine Notes

Cisco Unified Communications Manager or Cisco Business Edition 7000

Optionally, Packaged CCE may connect to an existing external cluster instead of using the on-box cluster.

Use the 7500-User VM Configuration or larger for Subscriber nodes on an external/existing cluster.

Cisco Unified Email Interaction Manager/Web Interaction Manager

Required for email and web collaboration management.

Download the OVA that is appropriate for your EIMWIM deployment size. Go here to download the OVA.

External AW-HDS-DDS

Add up to two if you need additional HDS reporting data retention or if you need to connect to any third-party application for database access, such as Workforce Management applications.

Go here and navigate to download the 10.0 OVA.

Select the AW-HDS-DDS template.

Cisco MediaSense

Provides recording, playback, live streaming, and storage of media, including audio and video, to improve customer care.

Cisco Unified CVP Reporting Server

Required for VXML reporting for the A side CVP Call Servers if Packaged CCE is split over a WAN. Courtesy Callback only uses the B side CVP Reporting Server, even when deployed over a WAN from the A side.

Cisco SocialMiner

Required for the Agent Request feature and for social media management.
Related References

Solution Topology

This figure shows the location of the virtual machines on Side A and on Side B in a deployment in which the Unified Communications Manager publisher and subscribers are installed as "on-box" virtual machines on the Side A and Side B hosts.

If you configure an external Unified Communications Manager, Side A will not have the Unified CM Publisher or Unified Communications Manager Subscriber 1. Side B will not have the Unified Communications Manager Subscriber 2.

The features depicted in the two boxes above have been fully qualified for Packaged CCE and are documented in the Packaged CCE Features guide at http:/​/​www.cisco.com/​en/​US/​products/​ps12586/​prod_​maintenance_​guides_​list.html.

CCE PAC M1 Option and Feature Support

This section lists the options and features that are supported in the CCE PAC M1 deployment of Packaged CCE, the features that are supported with restrictions, and the features that are not currently supported.

Integrated Options and Features Available on Host Servers

The VMs that are installed on the Side A and Side B servers enable these options and features:

  • Agent Greeting
  • Congestion Control
  • Courtesy Callback
  • Database integration through Unified CVP
  • Live Data
  • Location-based Call Admission Control (CAC)
  • Outbound Option
  • Post call survey
  • Precision Routing
  • Support for back-office phones
  • Unified Communications Manager-based Silent Monitoring
  • Unified CVP reporting
  • Whisper Announcement

Optional Features That Can Be Installed on Separate Servers

These features are available on separate servers on the same network:

  • Agent Request—requires SocialMiner
  • All Events clients (Recording, Wallboards, Workforce Management)
  • Automatic Speech Recognition and Text-To-Speech (ASR/TTS)
  • Customer Relationship Management (CRM)
  • External AW-HDS-DDS for extended data retention period or 3rd party access, such as Workforce Management application
  • Integration with existing Unified Communications Manager
  • MediaSense
  • Multichannel—Cisco Unified E-Mail Interaction Manager and Cisco Unified Web Interaction Manager
  • CTI OS-based Silent Monitor (required for SPAN-based silent monitoring only)

Cisco SolutionsPlus

Packaged CCE supports the following applications:

  • ALI OnQ Campaign Management Solution
  • Bucher +Suter CRM Connectors: Siebel, Salesforce, SAP, or MS Dynamics
  • eGain Solutions Plus
  • Nuance for CVP
  • Nice Interaction Management Solution for Cisco MediaSense
  • Calabrio Recording Applications for Cisco MediaSense

Note


Packaged CCE does not support Exony VIM.

Features Supported with Restrictions

These features and functions are supported with some restrictions, as noted.

Feature Supported Not supported

CTI OS

Security off

Security on

Mobile Agent

Nailed up

Call-by-call

Voice Infrastructure Supported Not supported

Codecs

For IVR: G.711 u-law and G.711 a-law

For agents: G.711 u-law, G.711 a-law. G.729, and G.729a

iSAC

iLBC

Mixed codecs for Mobile Agent. Remote and Local ports must use the same codec.

Mixed codecs for CVP prompts. CVP prompts must all use the same codec.

Back-office and agent devices on external Unified Communications Manager

All voice requirements.

When there is contact-center interaction, use of different codec as external agent devices.

Unified Communications Manager Cross Cluster Mobility feature.

Media Resources
These gateway-based media resources are supported:
  • Conference bridges
  • Transcoders and Universal Transcoders
  • Hardware and IOS Software MTPs
These Unified Communications Manager-based (Cisco IP Voice Media Streaming Application) media resources are not supported:
  • Conference bridges
  • MTPs
Music on hold

Unicast—Unified Communications Manager Subscriber source only

This sizing applies to agent node only, for both agent and back-office devices, with all agent devices on the same node pair.

Multicast
Protocol

Session Initiation Protocol (SIP) over Transmission Control Protocol (TCP)

Secure SIP to SIP signaling

Secure RTP (SRTP)

SIP over User Datagram Protocol (UDP), H323, Media Gateway Control Protocol (MGCP)

For SRTP, consider the following points before you enable it:

  • The Unified CVP VXML Browser does not support SRTP. While calls are connected to the VXML Browser, the calls cannot use SRTP. But, calls can negotiate SRTP once the media no longer terminates in the VXML Browser.
  • Unified CCE does not support SRTP when the deployment uses span-based silent monitoring.
  • Mobile Agents cannot use SRTP.
  • The Cisco Outbound Option Dialers do not support SRTP. While calls are connected to the Dialer, the calls cannot use SRTP. But, calls can negotiate SRTP once the call is no longer connected to the Dialer.
Proxy
High Availability (HA) and load balancing are achieved using these solution components:
  • Time-Division Multiplexing (TDM) Gateway and Unified Communications Manager, which use the SIP Options heartbeat mechanism to provide High Availability.
  • Unified CVP servers, which use the SIP server group and SIP Options heartbeat mechanism to perform High Availability and load balancing.

Cisco Unified SIP Proxy is supported for Outbound Option only - specifically from the Dialer.

Cisco Unified SIP Proxy is not supported for any call flow, except for Outbound Option Dialer.

Options and Features Not Currently Supported

At this time, the following Unified CCE solution options and features are not supported in the Packaged CCE (CCE PAC M1) deployment.


Note


This is not an exhaustive list. As a rule, if an option or feature is not mentioned in this document, it is not supported in this deployment. Non-Contact Center Cisco Unified Communication applications—such as Unity Connection or third-party applications such as CRM and recording—may be deployed on external servers if the hardware, co-residency, and support requirements are for each application residing on that server. Refer to the documentation for each external application for that guidance.


  • Legacy ACD Peripheral Gateway integration
  • Cisco Agent Desktop
  • Cisco Agent Desktop Browser Edition
  • Cisco Business Edition 6000
  • Cisco Unified Contact Center Management Portal (Unified CCMP)
  • Unified CVP Call Director
  • Cisco Intelligent Contact Management (ICM) to ICM Gateway
  • CTI OS Security
  • Dialed Number Plan (DNP)
  • Exony VIM
  • ICM Application Gateway
  • ICM DB Lookup
  • Parent Child
  • Remote Silent Monitoring (RSM)
  • RTMT Analysis Manager Analyze Call Path
  • Time-Division Multiplexing (TDM) (third-party legacy Automatic Call Distribution integration)
  • Translation Route
  • Cisco Unified IP IVR; third-party Interactive Voice Response (IVR) applications
  • Video