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
Side B Host.
These components are
deployed as on-box Virtual Machines (VMs) that are described by OVA files
downloaded from Cisco Systems, Inc.
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
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.
Unified Contact Center Enterprise (Unified CCE)
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).
Unified Customer Voice Portal (Unified CVP)
Installed as two CVP Servers on Side A, two on Side B, and one
CVP OAMP Server on Side A.
Unified CVP Reporting Server
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.
Unified Intelligence Center
Installed as a Publisher node on Side A and one Subscriber node
on Side B.
Installed as a Primary node
on Side A and one Secondary node on Side B.
install Finesse as on-box VMs, even if you do not intend to use the Finesse
Unified Communications Manager
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.
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.
7500-User VM Configuration or larger for Subscriber nodes on an
playback, live streaming, and storage of media, including audio and video, to
improve customer care.
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.
Required for the Agent Request feature and for social media
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
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.
CRM Connectors: Siebel, Salesforce, SAP, or MS Dynamics
Nuance for CVP
Nice Interaction Management
Solution for Cisco MediaSense
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.
and functions are supported with some restrictions, as noted.
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
following features are not supported for video calls:
Video on Hold (caller-initiated)
Voice and Video
G.711 mu-law and G.711 A-law
voice agents: G.711 mu-law, G.711 A-law, G.729, and G.729a
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
codecs for Mobile Agent. Remote and Local ports must use the same codec.
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
there is contact-center interaction, use of different codec as external agent
These gateway-based media resources
Transcoders and Universal
Hardware and IOS Software
These Unified Communications Manager-based (Cisco IP Voice Media
Streaming Application) media resources are not supported:
Music on hold
Unicast—Unified Communications Manager Subscriber source only
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
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.
SIP to SIP signaling
over User Datagram Protocol (UDP), H323, Media Gateway Control Protocol (MGCP)
over Transmission Control Protocol (TCP) for Outbound Option SIP Dialer to
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.
cannot use SRTP.
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.
Availability (HA) and load balancing are achieved using these solution
(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.
Unified SIP Proxy is supported for Outbound Option only - specifically for the
Unified SIP Proxy is not supported for any call flow, except for Outbound
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.
Peripheral Gateway integration
Desktop Browser Edition
Contact Center Management Portal (Unified CCMP)
Unified CVP Call
Intelligent Contact Management (ICM) to ICM Gateway
CTI OS Security
ICM Application Gateway
ICM DB Lookup
RTMT Analysis Manager
Analyze Call Path
Multiplexing (TDM) (third-party legacy Automatic Call Distribution integration)
Third-party certificates for Windows-based Packaged CCE components
IP IVR; third-party Voice Response Unit (VRU) applications