Cisco Packaged Contact Center Enterprise Design Guide, Release 10.5(1)
Preface
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Preface

Preface

Change History

This table lists changes made to this guide, and gives the dates those changes were made. Earliest changes appear in the bottom rows.

Change Date Link

Added Extension Mobility to list of supported features available on host servers.

December 2014

Integrated Options and Features Available on Host Servers

Updated Video Contact Center caller endpoint support and feature restrictions.

December 2014

Features Supported with Restrictions

Endpoints for Agents and Callers

Updated gateway and gateway sizing information.

December 2014

Gateways

Gateway Sizing

Updated Cisco Unified Border Element (Cisco UBE) information in several topics.

Moved Cisco UBE configuration for Outbound Option out of the Outbound Option Capacity topic and into the Cisco Packaged Contact Center Enterprise Features Guide chapter for Outbound Option.

December 2014

Outbound Option Capacity

Cisco Unified Border Element

Cisco Unified Border Element with Outbound Option SIP Dialer

Added the maximum number of monitored devices that can be associated with the pguser.

December 2014

Packaged CCE Component Capacity

Updated protocol support.

October 2014

Features Supported with Restrictions

Added support for Video Contact Center feature.

October 2014

Updates throughout guide

Added Java to software listing.

July 2014

Third-Party Software

Updated phone support information.

July 2014

Endpoints for Agents and Callers

Initial release of document for release 10.5(1)

06/18/2014

Cisco Packaged CCE deployments are supported on Cisco UCS B-Series blade servers.

Software Licenses

Hardware Requirements

UCS B Series Platform and Hardware Requirements

UCS B Series LAN Requirements

Recording

Silent Monitoring

Virtualization for Packaged CCE

MR PG accommodates up to four PIMs:

  • One Outbound PIM

  • One Multichannel PIM for SocialMiner

  • One Multichannel PIM for E-Mail Interaction Manager/Web Interaction Manager

  • One Multichannel PIM for a third-party multichannel application

Peripheral Gateways

Increased system capacity for the following items:

  • Concurrent active agent limit for Outbound and Multichannel

  • Attributes per precision queue

  • Active call types

Packaged CCE Component Capacity

About This Guide

This guide lists the configuration and capacity boundaries of Cisco Packaged Contact Center Enterprise (Packaged CCE)—a solution deployment for delivering Cisco Unified Contact Center Enterprise in a virtualized environment. Packaged CCE requires strict adherence to configuration and capacity rules. It is mandatory to follow all requirements stated in this document.

This guide specifies all supported configurations and versions for the current release of Cisco Packaged Unified Center Enterprise. The information in this guide supersedes compatibility information in any other Packaged CCE documentation. If a configuration or version is not stated, that configuration or version is not supported.

Attention: These specifications are for the most current Maintenance Release of Packaged CCE. This document assumes that you are installing—or upgrading to—the latest Maintenance Release.

Audience

This document is prepared for system engineers and partners.

Organization of This Guide

This guide is organized as follows:

Chapter  
Chapter 1 Introduction: an overview of the Packaged CCE solution, its components, and its supported features.
Chapter 2 System Requirements and Server Configuration: hardware and software requirements, fault tolerance, and network configuration.
Chapter 3 Configuration Limits: configuration limits and capacity.
Chapter 4 Features and Functions, in alpha order, from Administration tools to Virtualization.

Related Documents

For information related to the CCE PAC M1 deployment, see the current design guides for Unified CCE and for Unified CVP. While this document takes precedence over—and overrides—these two guides, some elements are common:

Documentation and Support

To download documentation, submit a service request, and find additional information, see What's New in Cisco Product Documentation at: http:/​/​www.cisco.com/​c/​en/​us/​td/​docs/​general/​whatsnew/​whatsnew.html.

You can also subscribe to the What's New in Cisco Product Documentation RSS feed to deliver updates directly to an RSS reader on your desktop. The RSS feeds are a free service. Cisco currently supports RSS Version 2.0.

Field Alerts and Field Notices

Cisco products may be modified or key processes may be determined to be important. These are announced through use of the Cisco Field Alerts and Cisco Field Notices. You can register to receive Field Alerts and Field Notices through the Product Alert Tool on Cisco.com. This tool enables you to create a profile to receive announcements by selecting all products of interest.

Log into www.cisco.com and then access the tool at http:/​/​www.cisco.com/​cisco/​support/​notifications.html

Documentation Feedback

To provide comments about this document, send an email message to the following address: contactcenterproducts_​docfeedback@cisco.com

We appreciate your comments.

Conventions

This document uses the following conventions:

Convention

Description

boldface font

Boldface font is used to indicate commands, such as user entries, keys, buttons, and folder and submenu names. For example:

  • Choose Edit > Find.

  • Click Finish.

italic font

Italic font is used to indicate the following:

  • To introduce a new term. Example: A skill group is a collection of agents who share similar skills.

  • A syntax value that the user must replace. Example: IF (condition, true-value, false-value)

  • A book title. Example: See the Cisco Unified Contact Center Enterprise Installation and Upgrade Guide .

window font

Window font, such as Courier, is used for the following:

  • Text as it appears in code or that the window displays. Example: <html><title>Cisco Systems,Inc. </title></html>

< >

Angle brackets are used to indicate the following:

  • For arguments where the context does not allow italic, such as ASCII output.

  • A character string that the user enters but that does not appear on the window such as a password.