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.
Use of Cisco CTI OS Silent
Monitor Server or Remote Silent Monitor must be from an external UCS C Series
server, as these applications do not support ERSPAN on the UCS B Series.
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 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
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 at 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.
Voice Infrastructure 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.
Packaged CCE supports SIP Service Provider trunking by means of an ISR G2-based Cisco Unified Border Element (Unified Border Element) connected to Cisco Voice Portal/Unified Communications Manager.
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.
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 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 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.
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.