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.
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.
Finesse, which can be
customized by Finesse APIs
CTI OS desktop, which can
be customized by:
Packaged CCE supports both of the following:
Communications Manager-based (Built In Bridge)—preferred. This requires a
third-party Recording Server.
Monitoring Server) for Mobile Agent.
For any third-party
vendor application ERSPAN support on UCS B Series, please consult vendor's
Packaged CCE supports either, but not both, of the following:
Communications Manager-based (Built In Bridge)
for Mobile Agent
Unified Communications Manager-based silent monitoring is configured, mobile
agents cannot be monitored.
separate Silent Monitoring Server is required for SPAN-based silent monitoring
to monitor mobile agents.
Cisco UCS B-Series
deployments that require Cisco CTI OS Silent Monitor Server must use a UCS
C-Series server for that application. UCS B-Series requires ERSPAN, which is
not supported by the CTI OS Silent Monitor Server.
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
You have the
option to generate historical summary reports at 15-minute intervals or at
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
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
Retention Period on Logger
Retention Period on Historical Data Server
on CCE Data Server
Unified Intelligence Center is the only supported reporting application.
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.
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.
HDS is installed.
Cisco Unified Intelligence Center
External applications, as referenced in the SRND. These include:
logger database retention period is 30 days (1 month) of historical summary
data and 14 days (two weeks) of call detail data.
no need for extended retention on the logger when you are using an external
standard Unified CCE retention period for the HDS is 1095 days.
user can run four concurrent real-time reports and two historical reports.
Real-Time reports contain
Historical reports contain
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 Intellgence Center, a maximum of 200 concurrent reporting
users are supported across the Unified Intelligence Center pair.
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.
Requires CVP Reporting Server on Side B
Requires External CVP Reporting Server
on Side A
Courtesy Callback feature only
VXML reporting only
VXML reporting only (WAN)
Callback feature and VXML reporting
Callback feature and VXML reporting (WAN)
Remote Office Options
This figure illustrates remote office options that are supported in Packaged CCE.
Figure 1. Remote Office Options
Unified CVP VXML Server is supported.
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
A call in the
queue connects to an agent and media is established between the ingress gateway
and the agent phone.
conferences a call and media is established between all the parties and a
Codec selection can
change on each leg of the call, depending on what codecs each component
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
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:
<--> Unified Border Element <--> CVP.
If you have configured the
Video in Queue feature in a Video Contact Center deployment, Cisco UBE connects
video calls to Cisco MediaSense to queue the calls or play video prompts.
You can install a Unified CM publisher and two
subscribers as virtual machines on the Packaged CCE servers. This configuration
supports a combination of up to 2000 configured Agent and Back Office devices,
with up to 1000 active devices at a time. The devices are subject to the
Voice and Video Infrastructure Requirements. All devices must be SIP.
Alternatively, you can
integrate with one external Unified CM cluster on separate servers. With this
configuration, two of the subscribers must be dedicated to Packaged CCE,
supporting a combination of up to 2000 configured Agent and Back Office devices
with up to 1000 active at a time. The devices on the dedicated subscribers must
Voice and Video Infrastructure Requirements. All devices on these subscribers
must be SIP.
Whether you deploy on-box
or off-box, you must minimally use the CUCM 7500-user OVA file that is bundled
in the OVA zip file.
Communications Manager is supported on-box as well as off-box. Cisco Business
Edition is supported off-box only.
Communications Manager Cross Cluster Mobility feature is not supported in this
If SRTP is
enabled, active devices is limited to 900.
Packaged CCE supports all of the endpoints
that are supported by Unified CCE, provided that the endpoint supports the
Built-in Bridge (BIB), CTI-controlled features under Session Initiation
Protocol (SIP) control.
phone feature is supported for voice. Multiline is not supported for video.
Control Protocol (SCCP) endpoints are not supported.
tables show the endpoints that are supported for the following:
callers in the Remote Expert Mobile Basic deployment of Video Contact Center
Both CTI OS and
Finesse are supported, unless otherwise noted. All endpoints listed here
support BIB and must be configured as SIP.
Supported for Voice Only
supports the endpoints in this table for voice only.
Table 1 Endpoints
supported for voice only
Supported Model or Software
9951 and 9971
8941, 8945, and 8961
8851, and 8861
7962, and 7965
7942, and 7945
7841, and 7861
6941, 6961, and 6945
Cisco IP Communicator
Supported for Voice and Video
supports the endpoints in this table for voice and for video, as part of Video
Contact Center. Additionally, callers within the enterprise's network whose
endpoints are registered with the Unified Communications Manager can use these
endpoints for video calls.
Table 2 Phones
supported for voice and for video (as part of Video Contact Center)
Phone Series or Software
Supported Phone Model or
Jabber for Windows 9.7
Mac 9.6 and higher
Telepresence Integrator Cxx
DX70, and DX80
MX700, and MX800
Solutions SXxx series
SX20, and SX80
for Callers in the Remote Expert Mobile Basic Deployment of Video Contact
of the enterprise's network can use the following endpoints, as part of the
Remote Expert Mobile Basic deployment of Video Contact Center:
browser client on a multimedia-capable computer with a camera and microphone
for video calls
browser client requirements are described in this table.
Table 3 Client
Windows Vista Service Pack 2 (SP2) or later
Apple Mac OS X
10.7 (Lion) or later
of OpenGL 1.2 or later
supporting SSE2 (Pentium IV or newer)
720p 30fps requires Intel Core2Duo @ 1.2 GHz or better
VGA 30fps can be done on as low-end CPUs as the Intel Atom @ 1.6 GHz
computer with Intel x86 processor
720p 30fps requires Intel Core2Duo @ 1.2 GHz or better. For optimal experience
Core2Duo @ 2GHz with 2 MB L2 cache per core is recommended.
Firefox 10 or later
18 or later
Internet Explorer 8 or later (32-bit only)
Windows 8 or later, only the desktop version is supported. The Metro version
will not work.
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.