- Preface for Solution Design Guide for Packaged CCE for Release 12.6(1)
- Cisco Unified Contact Center Solutions for Packaged CCE for Release 12.6(1)
- Unified CCE Reference Designs for Packaged CCE for Release 12.6(1)
- Contact Center Enterprise Solutions Overview for Packaged CCE for Release 12.6(1)
- Configuration Limits and Feature Availability for Reference Designs for Packaged CCE for Release 12.6(1)
- Packaged Contact Center Enterprise Solution Design Considerations for Release 12.6(1)
- High Availability and Network Design for Packaged CCE for Release 12.6(1)
- Design Considerations for Integrated Features for Packaged CCE for Release 12.6(1)
- Bandwidth Latency and QoS Considerations for Packaged CCE for Release 12.6(1)
- Sizing and Operating Conditions for Reference Designs for Packaged CCE for Release 12.6(1)
- Avaya and ICM to ICM Gateway Support for Packaged CCE for Release 12.6(1)
- Solution Security for Packaged CCE for Release 12.6(1)
- Packaged CCE Solution Design Considerations for Packaged CCE for Release 12.6(1)
- Change History
- About This Guide
- Audience
- Related Documents
- Communications, Services, and Additional Information
- Field Notice
- Documentation Feedback
- Conventions
Change History
This table lists the major changes made to this guide. The most recent changes appear at the top.
Changes | Section | Date |
---|---|---|
Updated Data Source Failover for Unified Intelligence Center High Availability Considerations | Unified Intelligence Center High Availability Considerations | May, 2023 |
Update for ES01 | August, 2021 | |
Added information about VPN-less access to Finesse desktop feature. | Mobile Agent>VPN-Less Access to Finesse Desktop | |
Initial Release of Document for 12.6(1) | May, 2021 | |
Added information about the new Contact Center AI Services feature. | Contact Center AI Services Considerations | |
Increased configuration limits for active mobile agents with call-by-call connections. | Agent Limits PG Agent Capacity with Mobile Agents | |
Added support for shared ACD lines. | Shared ACD Line Support | |
Added support for vMotion | Solution-Wide Support for vMotion |
About This Guide
This guide provides design considerations and guidelines for deploying Cisco Unified Contact Center Enterprise (Unified CCE) solutions. The guide combines information for all the components that might be present in your solution. This guide assumes that you are familiar with basic contact center terms and concepts. Successful deployment of Unified CCE solutions also requires familiarity with the information presented in the Cisco Collaboration System Solution Reference Network Designs.
This guide focuses on the design process. Its goal is to present the necessary information to take your design from starting concept to final submission. Details of installation, configuration, and administration of your contact center enterprise solution are covered in other guides.
The first four chapters of the book give a broad perspective of the contact center enterprise solutions:
Packaged Contact Center Enterprise
Unified Contact Center Enterprise
For information about design considerations and guidelines specific to Packaged CCE, see the remaining chapters.
Audience
The first three chapters in this guide are for anyone who wants a broad overview of the contact center enterprise solutions.
The primary audience for the guide is people who design contact centers. The guide is also helpful for system administrators who want a deeper understanding of how the components in a contact center enterprise solution work together.
Related Documents
Consult these documents for details of these subjects that are not covered in this guide.
Subject | Link |
---|---|
Compatibility Matrix for information on which versions of which products are supported for a contact center enterprise solution. | |
Cisco Unified Contact Center Enterprise Features Guide for detailed information on the configuration and administration of integrated features in your solution. | |
Cisco Collaboration Systems Solution Reference Network Designs for detailed information on the Unified Communications infrastructure on which your solution is built. | |
Cisco Packaged Contact Center Enterprise Features Guide | |
Cisco Packaged Contact Center Enterprise Administration and Configuration Guide for details on Avaya and ICM-to-ICM configurations. |
You can find the full documentation of each of the components in the contact center enterprise solutions at these sites:
Component | Link |
---|---|
Cisco Packaged Contact Center Enterprise | |
Cisco Finesse | |
Cisco Customer Collaboration Platform | |
Cisco Unified Customer Voice Portal | |
Cisco Unified Intelligence Center | |
Cisco Virtualized Voice Browser |
Communications, Services, and Additional Information
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To get the business impact you’re looking for with the technologies that matter, visit Cisco Services.
To submit a service request, visit Cisco Support.
To discover and browse secure, validated enterprise-class apps, products, solutions and services, visit Cisco Marketplace.
To obtain general networking, training, and certification titles, visit Cisco Press.
To find warranty information for a specific product or product family, access Cisco Warranty Finder.
Cisco Bug Search Tool
Cisco Bug Search Tool (BST) is a web-based tool that acts as a gateway to the Cisco bug tracking system that maintains a comprehensive list of defects and vulnerabilities in Cisco products and software. BST provides you with detailed defect information about your products and software.
Field Notice
Cisco publishes Field Notices to notify customers and partners about significant issues in Cisco products that typically require an upgrade, workaround, or other user action. For more information, see Product Field Notice Summary at https://www.cisco.com/c/en/us/support/web/tsd-products-field-notice-summary.html.
You can create custom subscriptions for Cisco products, series, or software to receive email alerts or consume RSS feeds when new announcements are released for the following notices:
Cisco Security Advisories
Field Notices
End-of-Sale or Support Announcements
Software Updates
Updates to Known Bugs
For more information on creating custom subscriptions, see My Notifications at https://cway.cisco.com/mynotifications.
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:
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boldface font | Boldface font is used to indicate commands, such as user entries, keys, buttons, folder names, and submenu names. For example:
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italic font | Italic font is used to indicate the following:
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| Angle brackets are used to indicate the following:
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