Cisco Packaged Contact Center Enterprise Design Guide, Release 10.5(x)
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Overview of Packaged CCE (CCE PAC M1)

Packaged CCE 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 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 Servers on Side A, two on Side B, and one CVP OAMP Server on Side A.

Cisco Unified CVP Reporting Server


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.

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

Cisco Unified Communications Manager


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 EIM/WIM deployment size. Go here to download the OVA.

External AW-HDS-DDS

You can install the Administration Server, Real-Time and Historical Data Server, Detail Data Server (AW-HDS-DDS) on a maximum of two separate servers. External AW-HDS-DDS is required if

  • You need a longer retention period or additional reporting users.

  • You need to connect to a third-party reporting application.

  • You need to connect to a third-party Workforce Management application.

Go here and navigate to download the 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 Side A Unified CVP Servers if Packaged CCE is split over a WAN. Courtesy Callback only uses the Side B Unified 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.

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.

Features that have been fully qualified for Packaged CCE are documented in the Cisco Packaged Contact Center Enterprise Features Guide at http:/​/​​en/​US/​products/​ps12586/​prod_​maintenance_​guides_​list.html.

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

  • Extension Mobility

  • Live Data

  • Location-based Call Admission Control (CAC)

  • Mobile Agent

  • Post call survey

  • Precision Routing

  • Outbound Option

  • 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

  • Cisco MediaSense

  • Multichannel (Cisco Unified E-Mail Interaction Manager, Cisco Unified Web Interaction Manager, and eGain Solution Plus or Bucher + Suter Solutions Plus)

  • CTI OS-based Silent Monitor (required for SPAN-based silent monitoring only)

  • Video Contact Center (requires MediaSense and Cisco Telepresence MCU video conference bridge.)

    Video Contact Center with Jabber Guest also requires Cisco Expressway Edge, Cisco Expressway Core, and Cisco Jabber Guest Server.

    The Remote Expert Mobile deployment of Video Contact Center also requires Remote Expert Media Broker, Remote Expert Application Server, and Reverse Proxy.

  • Remote Expert Branch, including Kiosk/Immersive (for more information, see http:/​/​​c/​en/​us/​solutions/​enterprise/​design-zone/​remote_​expert.html)

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
  • Exony VIM (Reporting only)


    Exony VIM Reporting requires an External AW-HDS-DDS.

    Packaged CCE does not support Exony VIM Provisioning features.

Features Supported with Restrictions

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

Feature Supported Not supported


Security off

Security on

Mobile Agent

Nailed up


Video Contact Center

  • Caller to agent video

  • Video on Hold (agent-initiated)

  • Video in Queue

    Video in Queue is a feature in Cisco Unified Customer Voice Portal that can play videos before and while a caller is in queue. Video in Queue also allows the caller use DTMF keys to interact with the Unified CVP through high-definition video prompts, and to navigate a video menu.

  • Recording video calls

  • Video Contact Center with Jabber Guest deployment

  • Remote Expert Mobile deployment

  • Remote Expert Branch deployments, including Kiosk/ Immersive

The following features are not supported for video calls:

  • Agent Greeting

  • Whisper Announcement

  • Mobile Agent

  • Silent Monitor

  • Courtesy Callback

  • Outbound Dialer

  • Video on Hold (caller-initiated)

  • Supervisor Barge-In

  • Intercept

Voice and Video Infrastructure


Not supported


For VRU: G.711 mu-law and G.711 A-law

For voice agents: G.711 mu-law, G.711 A-law, G.729, and G.729a

For video:

  • Audio: For video upload, MediaSense requires AAC-LD MP4A-LATM. The audio is converted to AAC-LD MP4A-LATM, G.711 mu-Law, and G.722 for streaming playback.

  • Video: H.264



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.

For video playback, MediaSense does not support G.711 A-Law.

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.


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

Session Initiation Protocol (SIP) over User Datagram Protocol (UDP) for Outbound Option SIP Dialer to egress voice gateway. All subsequent transfers to end points must use SIP TCP.

Secure SIP to SIP signaling

Secure RTP (SRTP)

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

SIP over Transmission Control Protocol (TCP) for Outbound Option SIP Dialer to egress gateway

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.

  • Deployments that use span-based silent monitoring do not support SRTP.

  • 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.

High Availability
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 for 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.


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. The hardware, co-residency, and support requirements must be met 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)

  • 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)

  • Third-party certificates for Windows-based Packaged CCE components

  • Translation Route

  • Cisco Unified IP IVR; third-party Voice Response Unit (VRU) applications