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
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
in the Finesse container. This method achieves full CRM integration but
requires custom development using third-party and Finesse APIs.
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.
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 MediaSense for recording.
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.
Refer to the
Cisco Packaged Contact
Center Enterprise Installation and Upgrade 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. 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
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 (LAN)
VXML reporting only (WAN)
Callback feature and VXML reporting (LAN)
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. In
Packaged CCE deployments, the Unified CVP Server combines the Unified CVP Call
Server and VXML Server functionality.
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
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:
<--> 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.
Cisco Unified Border Element with Outbound Option SIP Dialer
In Release 10.5(1) and earlier, the SIP Dialer only supports Cisco UBE SIP trunk egress with CPA disabled. As of Release 10.5(2), SIP Dialer supports Cisco UBE SIP trunk egress with CPA enabled.
Although the SIP
Dialer does not advertise the A-law codec, SIP Dialers with Cisco UBE support
A-law with specific design considerations. This deployment uses DSP resources
on Cisco UBE during the initial negotiation (no media) between the SIP Dialer
and the SIP service provider. During a REFER from the Dialer to the agent,
Cisco UBE renegotiates the codec with the agent's endpoint to use A-law. Cisco
UBE then releases the DSP resource (Transcoder).
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.
Center Enterprise supports ISR G2 gateways 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:
TCL script and incoming translation rules are configured under the same
Cisco UBE is
configured for transcoding between G.711 and G.729.
between the call legs is enabled.
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.
Packaged CCE also
supports ISR G3 gateways. ISR G3 gateways do not have a built-in Voice-XML
(VXML) browser. Therefore, deploying an ISR G3 ingress gateway requires the use
of a separate ISR G2 gateway to provide the VXML browser.
following table lists the supported options. Packaged CCE supports IOS M trains
only. These IOS release trains and their later M trains are supported.
For Video Contact
Center, IOS 15.3(3)M3 is required.
29xx and 39xx
4321, 4331, 4351, 4431, 4451
Software Feature Set
43xx (4321, 4331, 4351)
44xx (4431, 4451)
IOS XE 3.13
IOS XE 3.15.1S
IOS XE 3.10
IOS XE 3.15.1S
Do not use IOS 15.3(3)M6 for Cisco UBE deployments as you will likely
encounter defect CSCuu32159.
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
general, gateways that perform ingress only can be sized according to the
number of TDM cables that can be connected to them.
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.
table provides sizing information for different versions of Cisco IOS. The
sizing information is based on these factors:
CPU usage is not to exceed 75 percent.
Sizing represents the maximum number of concurrent VoiceXML
sessions and VoIP calls on the gateway.
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.
based on using either the Cisco Call Server or Cisco Unified CVP VXML Server.
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.
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)
Gateway CPU Capacity for Cisco IOS Release 15.1.4.M7 or Later
VXML + PSTN
Based on ISO 15.1.4.M7, G.711, basic calls, Ethernet egress, CPU
A single combination gateway cannot exceed the number of concurrent
VoiceXML sessions and VoIP calls.
For all gateways,
ensure that the overall CPU usage is less than 75 percent on average. The
following factors affect CPU usage:
concurrent VoiceXML sessions
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.
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.
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.
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
Agents and Callers
Packaged CCE supports all 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.
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 2 Endpoints
supported for voice only
Supported Model or Software
9951 and 9971
8941, 8945, and 8961
8845, 8851, 8851NR, 8861, and 8865
7962, and 7965
7942, and 7945
7841, and 7861
6941, 6961, and 6945
Cisco IP Communicator
The Join Across Line and Direct Transfer Across Line (DTAL) phone features are not supported and must be disabled on phones that come packaged with the features.
For any phone that allows Single Line Mode, you can use Shared Line on a non-ACD line. You must have your PG in Single Line Mode (set the Agent Phone Line Control setting to Single Line).
If your Finesse agents use 89xx or 99xx series phones, you must enable Multi-Line on the Unified Communications Manager peripheral. This configuration option is a peripheral-wide option. If you enable Multi-Line for even one agent who uses an 89xx or 99xx Series phone, you must enable it for all agents.
You must configure all phones with the following settings:
Set Maximum number of calls to 2.
Set Busy trigger to 1.
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.
TC 7.0.1 or
higher firmware is required for all video endpoints other than Jabber.
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.