Cisco Packaged Contact Center Enterprise Design Guide, Release 10.0(1)
Features and Functions
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Features and Functions

Features and Functions

Administration Tools

This table lists the administration tools available for Packaged CCE, CCE PAC M1.




  • Unified CCE Configuration tools
  • Unified CVP Operations Console
  • Unified CCE Web Administration

Service Creation Environment

  • Script Editor
  • Call Studio


  • Cisco Unified Real-Time Monitoring Took (RTMT) Analysis Manager Diagnosis
  • System Command Line Interface (CLI)

Agent and supervisor

Call Flows

Packaged CCE supports calls that originate at Cisco Unified Customer Voice Portal.

Packaged CCE supports SIP REFER transfer to send calls back to the public switched telephone network (PSTN) or to other SIP destinations—but not to transfer calls within Packaged CCE and to other agents. After a SIP REFER, Packaged CCE determines that the call has ended and retains no further control over the call.


Translation routes are not supported in Packaged CCE.

Related Information

CRM Integration

Customer Relationship Management (CRM) integration with Packaged CCE is allowed with a Finesse API or the CTI OS Toolkit.

You can integrate with CRM using the following methods:
  • CRM iFrame in the Finesse container. This method is simple and easy but does not provide deep CRM integration.

  • Third-party gadget in the Finesse container. This method achieves full CRM integration but requires custom development using third-party and Finesse APIs.

  • Finesse gadgets in a CRM browser-based desktop. This method provides lightweight integration into the CRM application.

  • Finesse Web API or CTI OS APIs or the CTI Server protocol to integrate into a CRM application. This method provides deep CRM integration but requires custom development.

  • CRM connectors that are sold through the Cisco Solution Plus program.

Desktop and Desktop Customization

Supported are:
  • Finesse, which can be customized by Finesse APIs
  • CTI OS desktop, which can be customized by:
    • .NET

    • Java CIL

    • Win32


Packaged CCE supports both of the following:
  • Unified Communications Manager-based (Built In Bridge)—preferred. This requires a third-party Recording Server.

  • SPAN (Silent Monitoring Server) for Mobile Agent.

Silent Monitoring

Packaged CCE supports either, but not both, of the following:
  • Unified Communications Manager-based (Built In Bridge)

  • SPAN for Mobile Agent


If Unified Communications Manager-based silent monitoring is configured, mobile agents cannot be monitored.

A separate Silent Monitoring Server is required for SPAN-based silent monitoring to monitor mobile agents.


Unified Intelligence Center Reporting

Reporting Data sources

The default deployment pulls Unified Intelligence Center data from the Logger database on the CCE Data Server, where real-time, historical and call detail data are stored. Retention is 400 days for historical data and 40 days for call detail data.

You have the option to generate historical summary reports at 15-minute intervals or at 30-minute intervals.

If you need a longer retention period or additional reporting users, or if you intend to connect a third-party application to access reporting data, such as a Workforce Management application, install the Administration Server, Real-Time and Historical Data Server, Detail Data Server (AW-HDS-DDS) on a maximum of two separate servers.


To adhere to Packaged CCE specifications, the logger database is pre-sized at 665GB / 400 days when the logger is configured during installation.

Reporting Data Source Supported Applications Retention Period on Logger Retention Period on Historical Data Server

Logger on CCE Data Server

Cisco Unified Intelligence Center is the only supported reporting application.

The logger database retention period is 400 days (13 months) of historical summary data and 40 days (five weeks) of Termination Call Detail (TCD) and Route Call Detail (RCD) records.

Refer to the Cisco Packaged Contact Center Enterprise Installation and Upgrade Guide guide for information on using Unified CCE Web Setup to modify the Database Retention Configuration table.

N/A: No HDS is installed.

External AW-HDS-DDS

  • Cisco Unified Intelligence Center

  • External applications. These include:

    • Third-party reporting applications
    • Third-party Workforce Management applications

The logger database retention period is 30 days (1 month) of historical summary data and 14 days (two weeks) of call detail data.

There is no need for extended retention on the logger when you are using an external HDS.

The standard Unified CCE retention period for the HDS is 1095 days.

Report Load per User

Each reporting user can run four concurrent real-time reports and two historical reports.

  • Real-Time reports contain 100 rows.
  • Historical reports contain 2000 rows.

Total Reporting Users

When the Packaged CCE Data Servers are the data source for Cisco Unified Intelligence Center, a maximum of 100 concurrent reporting users are supported across the Unified Intelligence Center pair.

For the Live Data Agent Real Time and Agent SkillGroup Real Time reports, support is for 100 Intelligence Center reporting users as well as 1000 Finesse Reporting users.

If an external AW-HDS-DDS is added to the Packaged CCE deployment and used as the data source for Cisco Unified Intelligence Center, a maximum of 200 concurrent reporting users are supported across the Unified Intelligence Center pair.

Unified CVP Reporting

You can set up a virtual machine (VM) for the CVP Reporting Server on Side B. You can also add one external CVP Reporting Server on the same network as Side A.

The number and location of Unified CVP Reporting Servers you deploy are based on how you intend to use the Courtesy Callback feature and VXML Reporting.

  LAN WAN Requires CVP Reporting Server on Side B Requires External CVP Reporting Server on Side A
Courtesy Callback feature only yes yes yes no
VXML reporting only (LAN) yes yes no
VXML reporting only (WAN) yes yes yes
Callback feature and VXML reporting (LAN) yes no yes no
Callback feature and VXML reporting (WAN) yes yes yes

Remote Office Options

This figure illustrates remote office options that are supported in Packaged CCE.

Figure 1. Remote Office Options

Third-party integration

Database Integration

Unified CVP VXML Server is supported. In Packaged CCE deployments, the Unified CVP Server combines the Unified CVP Call Server and VXML Server functionality.

Voice Infrastucture Requirements

G.711 Audio Codec Support

Packaged CCE negotiates the audio codec when a call first connects between two points. For example, the codec is negotiated when:

  • A call arrives in the system and media is established between the ingress gateway and a VXML browser.

  • A call in the queue connects to an agent and media is established between the ingress gateway and the agent phone.

  • An agent conferences a call and media is established between all the parties and a conference resource.

Codec selection can change on each leg of the call, depending on what codecs each component supports.

There are two types of audio codecs for G.711:

  • G.711 mu-law—Used in North America and Japan

  • G.711 A-law—Used everywhere else

Packaged CCE supports both audio codecs.


Cisco Unified Border Element

Packaged CCE supports SIP Service Provider trunking by means of an ISR G2-based Cisco Unified Border Element (Unified Border Element) connected to Cisco Unified Customer Voice Portal/Cisco Unified Communications Manager.

Packaged CCE supports Cisco UBE in flow-through mode only, to ensure the optimal performance of DTMF interworking, transcoding, and other key functions such as telephone and media capabilities.

Cisco UBE performs the role of session border controller (SBC) for SIP normalization and interoperability from the SIP Service Provider to Unified CVP for delivery of call to the agent: SP CLOUD <--> Unified Border Element <--> CVP.

Note the following:

  • A software license is required to run Unified Border Element. See the ordering guide at http:/​/​​en/​US/​prod/​collateral/​voicesw/​ps6790/​gatecont/​ps5640/​order_​guide_​c07_​462222.html.

  • Because Packaged CCE supports G.711 for VRU but both G.711 and G.729 for agents, it is important to pay close attention to mid-call codec changes when agents are using G.729.

  • Renegotiate the codec mid-call if the SIP carrier provider can support it. If not, Unified Border Element will need to transcode calls. This will affect Unified Border Element capacity.

  • The default prompts shipped with Cisco Voice Portal are in u-law. They must be replaced with A-law prompts if the deployment requires A-law codec use.

Related Concepts

Unified Communications Manager

You can install a Unified CM publisher and two subscribers as virtual machines on the Packaged CCE servers, or you can integrate with one external Unified CM publisher and multiple external subscribers on separate servers. Whether you deploy "on-box" or "off-box," you must use at a minimum the CUCM 7500-user OVA file that is bundled in the OVA zip file.

In either case (on-box or off-box), agent and back office devices are subject to the Voice Infrastructure requirements listed in this document. The maximum number of devices is limited to 2000, with only 1000 active at a time and should be load-balanced between the two subscribers. All devices must be SIP.


Cisco Unified Communications Manager is supported on-box as well as off-box. Cisco Business Edition is supported off-box only.


The Unified Communications Manager Cross Cluster Mobility feature is not supported in this deployment.


If SRTP is enabled, active devices is limited to 900.

VRU and Queuing

Unified CVP is the only supported VRU.


Packaged Contact Center Enterprise supports ISR G2 gateways only with combined or separate TDM gateways and Voice gateways for Ingress, VXML, and SIP Outbound dialer.

Packaged CCE does not support co-residency for the VoiceXML Gateway and Cisco UBE if the Cisco UBE is configured with any of the following settings:

  • Survivability TCL script and incoming translation rules are configured under the same incoming dial-peer.

  • Cisco UBE is configured for transcoding between G.711 and G.729.

  • Header-passing between the call legs is enabled.

When dedicated VoiceXML Gateways are used, the Cisco UBE Gateways have a higher port capacity than when co-resident VoiceXML and Cisco UBE Gateways are used.

For Cisco UBE with PSTN SIP Trunks, TDM T1/E1 line cards are not required, but may optionally be used for Outbound Option egress with CPA.

The following table lists the supported options. Packaged CCE supports IOS M trains only. These IOS release trains and their later M trains are supported.

Category Requirements
Hardware Options

ISR G2 29xx, 39xx

Software Options Hardware Model Version Software Feature Set

ISR G2 29xx, 39xx


15.2(4) M4

15.2(4) M6

15.3(3) M3


Gateway Sizing

Individual Cisco gateways can handle various call capacities depending on whether they are doing ingress only, VoiceXML only, or a combination of the two. Gateways doing VoiceXML activities also have different call capacities depending on whether or not they are supporting ASR or TTS activities and on the type of VoiceXML application being executed. For instance, an intensive JavaScript application reduces call capacity.

In general, gateways that perform ingress only can be sized according to the number of TDM cables that can be connected to them.

Before sizing the voice gateways, use the Unified CCE Resource Calculator to determine the maximum number of trunks (DS0s) and VoiceXML IVR ports needed to support the entire solution.

The following table provides sizing information for different versions of Cisco IOS. The sizing information is based on these factors:

  • The overall CPU usage is not to exceed 75 percent.

  • Sizing represents the maximum number of concurrent VoiceXML sessions and VoIP calls on the gateway.

  • Sizing is based on Unified CVP VoiceXML documents.

  • Sizing includes active conferences and active transfers.

  • For the VXML Only columns, sizing includes only basic routing and IP connectivity running on the gateway. If you intend to run additional applications such as fax or other non-contact center traffic, account for that traffic in your deployment's capacity. For the VXML + PTSN columns, the indicated number of VoiceXML sessions and voice calls are supported simultaneously on the same gateway.

  • Sizing is based on using either the Cisco Call Server or Cisco Unified CVP VXML Server.

  • Each gateway is configured to share the load with its redundant pair during normal operations. Under normal operations, each gateway handles the load close to half of its capacity. During a failover scenario, each gateway operates with its maximum supported load.

  • Each port provides TDM and VXML functionality including ASR/TTS.

Table 1  Maximum Number of VoiceXML Sessions Supported by Cisco Voice Gateways (Cisco IOS Release 15.1.4.M7 and Later)

VXML Gateway CPU Capacity for Cisco IOS Release 15.1.4.M7 or Later
















2 GB






2 GB






2 GB






2 GB






2 GB






2 GB






2 GB






2 GB

Based on ISO 15.1.4.M7, G.711, basic calls, Ethernet egress, CPU NTE 75%


For 3945E gateway, a single combination gateway cannot exceed the number of concurrent VoiceXML sessions and VoIP calls.

See the "Gateway Sizing for Contact Center Traffic" topic in Cisco Collaboration System Solution Reference Network Designs to ensure that the call arrival rates do not exceed the listed capacities (http:/​/​​c/​en/​us/​support/​unified-communications/​unified-communications-manager-callmanager/​products-implementation-design-guides-list.html).

CPU Usage
For all gateways, ensure that the overall CPU usage is less than 75 percent on average. The following factors affect CPU usage:
  • Calls per second (cps)

  • Maximum concurrent calls

  • Maximum concurrent VoiceXML sessions

  • Intensive JavaScript applications

Licence Requirements

If you run VoiceXML on one of the Cisco 2900 and 3900 Series gateways, additional licenses (FL-VXML-1 or FL-VXML-12) are required.

Memory Considerations

Consider how much DRAM and flash memory to order. The capacity that comes with the machine by default is usually sufficient for most purposes. However, if your application requires large numbers of distinct .wav files (as with complex self-service applications) or if your application has unusually large .wav files (as with extended voice messages or music files), consider increasing the amount of DRAM in order to expand your flash memory.


HTTP cache can only be extended to100 MB in the current Cisco IOS releases.

Third-Party VoiceXML Application Consideration

If you are using a non-Cisco VoiceXML application, your deployment must adhere to the CPU usage requirements. Ensure that adequate memory is available on Cisco gateways at full load when running external VoiceXML applications.

Contact the provider of that application for performance and availability information. Be aware that third-party VoiceXML applications are not provided by Cisco, and Cisco makes no claims or warranties regarding the performance, stability, or feature capabilities of the application when inter-operating in a Cisco environment.

Number of Devices

A maximum of 2000 devices are registered, of which a maximum of 1000 can process calls at one time.

All agent devices are on the same node pair.

If you use an external Unified Communications Manager, this limit applies only to the node with agent devices.


Packaged CCE supports all the phones that Unified CCE supports, as long as the phone supports the Built-in Bridge (BIB), CTI-controlled features under Session Initiation Protocol (SIP) control.

The multiline phone feature is supported.

Video option and Skinny Call Control Protocol (SCCP) phones are not supported.

The following table shows the phones that are supported. Both CTI OS and Finesse are supported, unless otherwise noted. All phones listed here support BIB and must be configured as SIP.

Phone Notes
99xx series

Finesse supports 99xx series phones when the phone is configured for a single line only. Multiple lines are not supported. All phones in the system must be configured with Max Calls = 2, busy trigger = 1.

CTI OS supports 9951 and 9971.

89xx series

Finesse supports 89xx series phones when the phone is configured for a single line only. Multiple lines are not supported. All phones in the system must be configured with Max Calls = 2, busy trigger = 1.

CTI OS supports 8941, 8945, and 8961.

88xx series

8841, 8851, and 8861 are supported.

797x series 7975 is supported.
796x series 7961, 7962, and 7965 are supported.
794x series 7941, 7942, and 7945 are supported.
791xx series 7911 is supported.
78xx series

7821, 7841, and 7861 are supported

69xx series 6921, 6941, 6961, and 6945 are supported.
Cisco IP Communicator Version 8.6(x) is supported.
Jabber for Windows

Jabber for Windows 9.6 and higher is supported for voice media termination. Video is not supported.

DXxx series DX650 is supported.


Virtualization for Packaged CCE

VMware Feature Support

The list below designates which VMware features can be supported by Packaged CCE while in production under load due to the known or unpredictable behavior they may have on the applications. Many of the VMware features that cannot be supported in production can be used within a customer's planned maintenance downtime, where any interruption will not impact business operations. Some unsupported features will by their function cause violation of the Packaged CCE validation rules.


Packaged CCE Support in Production?

VM Templates (OVAs)


Copy Virtual Machine


Restart Virtual Machine on Different ESXi Host


Resize Virtual Machine


VMware Hot Add


Multiple Physical NICs and vNICs


VMware High Availability (HA)


VMware Site Recovery Manager (SRM)


VMware vMotion


VMware Dynamic Resource Scheduler (DRS)


VMware Dynamic Power Management


Long Distance vMotion


VMware Storage vMotion


VMware Update Manager (VUM)


VMware Consolidated Backup (VCB)


VMware Data Recovery (DR, VDR)


VMware Snapshots


VMware Fault Tolerance (FT)


VMware vCenter Converter




VMware vShield


Note    Refer to the Cisco Packaged Contact Center Enterprise Installation and Upgrade Guide for the Golden Template process. http:/​/​​en/​US/​products/​ps12586/​prod_​installation_​guides_​list.html

Virtual Appliance Packaging of UC apps


3rd-Party VM-based Backup Tools


3rd-Party VM-based Deployment Tools


3rd-Party Physical To Virtual (P2V) Migration Tools


VMware Boot from SAN

No for C240.

All VMware Features Not Listed


ESXi Counters

The ESXi server and virtual machines must operated within the limits of these key ESXi performance counters:

Category Object Measurement Units Description Performance Indication and Threshold


  • ESXi Server vmhba ID
  • VM vmhba ID

Disk Command Aborts


Number of disk commands aborted on this disk in the period. Disk command aborts when the disk array is taking too long to respond to the command. (Command timeout)

This counter should be zero. A non-zero value indicates storage performance issue.


  • ESXi Server vmhba ID
  • VM vmhba ID

Disk Command Latency


The average amount of time taken for a command from the perspective of a Guest OS. Disk Command Latency = Kernel Command Latency + Physical Device Command Latency.

24ms latencies or greater indicates a possible over-utilized, misbehaving, or mis-configured disk array.


  • ESXi Server vmhba ID
  • VM vmhba ID

Kernel Disk Command Latency


The average time spent in ESXi Server VMKernel per command

Kernel Command Latency should be very small in comparison to the Physical Device Command Latency, and it should be close to zero. Kernel Command Latency can be high, or even higher than the Physical Device Command Latency if there is a lot of queuing in the ESXi kernel.