Installing and Configuring Cisco Packaged Contact Center Enterprise 9.0(x)
Cisco Packaged Contact Center Enterprise
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Cisco Packaged Contact Center Enterprise

Cisco Packaged Contact Center Enterprise

Cisco Packaged Contact Center Enterprise (Packaged CCE) is a solution deployment for delivering Cisco Unified Contact Center Enterprise in a virtualized environment. The initial model of Packaged CCE (CCE PAC M1) supports up to 1000 agents. Packaged CCE requires strict adherence to capacity limits that are detailed in the Cisco Packaged Contact Center Enterprise Product Specification, 9.0(1). It is mandatory to follow all rules and requirements stated in that document.

Partners and service providers have two options.

  • Golden Template: Create re-usable master copies (golden templates) of the Cisco contact center applications for subsequent cloning and installation on virtual machines (VMs) for any number of customers. See Create Golden Templates.
  • Direct Install: Deploy the Cisco contact center applications directly on customer servers, as VMs. See Direct Installation

This release of Packaged CCE (CCE PAC M1) supports the creation of golden templates or VMs for:

  • Unified Contact Center Enterprise (golden templates or VM)
  • Unified Customer Voice Portal Call/VXML server (golden templates or VMs)
  • Unified Customer Voice Portal OAMP server (golden templates or VMs)
  • Unified Customer Voice Portal Reporting server (supported as an optional VM only- there is no golden template for the CVP reporting server)
  • Unified Communications Manager Publisher and Subscribers (golden templates or VMs)
  • Cisco Unified Intelligence Center Publisher and Subscriber (golden templates or VMs)
  • Cisco Finesse Primary and Secondary nodes (golden templates or VMs)

This document assumes that partners and service providers who will be implementing Packaged CCE are familiar with the Cisco contact center applications and are experienced regarding the deployment and management of virtual machines using VMware vCenter technology.

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

CCE PAC M1 Solution Components

Virtual Machines are created for the following components:

  • The Unified CCE Call Server functions as the call router and makes all routing decisions. It also acts as the Peripheral Gateway and as the CTI OS object server.
  • The Unified CCE Data Server functions as the logger and stores contact center configuration data and reporting data.. It also serves as the Administration and Realtime data server (or AW).
  • The Cisco Unified Customer Voice Portal (CVP) server provides prompting, queuing, and call control.
  • The Cisco Unified Communications Manager server is the call processing component. The Publisher stores the read-write database. Devices such as phones and gateways register to the Subscribers.
  • The Unified CVP OAMP server maintains the Unified CVP cluster.
  • The Unified CVP Reporting server collects information from CVP components and call servers and makes it available to Cisco Unified Intelligence Center. The Unified CVP Reporting server is optional, and the number you need depends on the way you intend to use it. See Install Unified CVP Reporting Server
  • Cisco Unified Intelligence Center is a web-based reporting application that generates real-time and historical reports for Unified Contact Center Enterprise and Cisco Unified CVP.
  • Cisco Finesse provides a browser-based agent and supervisor desktop.

Whether deployed from golden templates or installed directly, the virtual machines (VMs) are located at the customer site on two core servers, called destination server Side A and destination server Side B. There are nine virtual machines on Side A. There are eight virtual machines on redundant destination Side B.

SIDE A (9 VMs)

SIDE B (8 VMs)

(1) Unified CCE Call Server

(1) Unified CCE Call Server

(2) Unified CCE Data Server

(2) Unified CCE Data Server

(3) Unified CVP Call/VXML Server 1A

(3) Unified CVP Call/VXML Server 1B

(4) Unified CVP Call/VXML Server 2A

(4) Unified CVP Call/VXML Server 2B

(5) Unified CVP OAMP Server

N/A (There is no CVP OAMP Server on Side B.)

N/A (There is no Unified CVP Reporting Server on Side A.)

(5) Unified CVP Reporting Server (optional)

(6) Unified Communications Manager Publisher

N/A (There is no Unified Communications Manager Publisher on Side B.)

(7) Unified Communications Manager Subscriber 1

(6) Unified Communications Manager Subscriber 2

(8) Unified Intelligence Center Publisher

(7) Unified Intelligence Center Subscriber

(9) Cisco Finesse Primary

(8) Cisco Finesse Secondary

For supported software release versions, see Cisco Contact Center Software

High-Level Sequence

Follow this sequence to follow to deploy Packaged CCE:
Sequence Task Documented Here

1

Ensure that required software, hardware, and licenses are in place

Prerequisites

2

Create Golden Templates and Run Automation

Create Golden Templates

Run Golden Template Automation

OR

2

Create Virtual Machines Directly

Direct Installation

3

Configure the Contact Center Applications

Configure Solution Components

4

Apply Upgrades

Upgrades

5

Make Final Pre-Configuration Changes

Prevalidation Changes in Configuration Manager

6

Run Base Configuration using ICMBDA

Apply Base Configuration

7

Set Deployment Type and Run System Validation

Set Deployment Type and Run System Validation