Packaged CCE Administration Guide for Release 9.0(x)
About Cisco Packaged Contact Center Enterprise
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About Cisco Packaged Contact Center Enterprise

About Cisco Packaged Contact Center Enterprise

Cisco Packaged Contact Center Enterprise (Packaged CCE) delivers Cisco Contact Center Enterprise applications as a pre-defined, bounded, and virtualized solution.

Core components are configured in a web interface, and contact center functionality—such as call processing, prompts and rich VXML scripting, voice response collection, agent selection, queuing, and reporting—occur in a controlled environment with well-defined configuration and deployment boundaries.

Packaged CCE Components

Cisco Unified Contact Center Enterprise (Unified CCE)

Cisco Systems, Inc. delivers Packaged CCE on a pair of core duplexed Unified Computing System (UCS) C260-Series servers, referred to as Side A and Side B. Five Cisco Systems contact center components run on these servers as 17 virtual machines (VMs). These components are summarized below.

Unified CCE is installed as four VMs: two CCE Call Servers (Side A and Side B) and two CCE Data Servers (Side A and Side B).

The CCE Call Server routes calls, hosts the two Peripheral Gateways, and acts as the CTI Object server that interfaces with the agent desktops.

The CCE Data Server functions as the Logger, which is the database server that stores contact center configuration data and historical reporting data for distribution to the data servers. It also functions as the Administration and RealTime Data Server. You can access Configuration Manager from the console of this VM.

Unified CVP is an intelligent voice and video self-service product that enables efficient retrieval of contact center information. It provides prompting, collecting, queuing, and call control. CVP is installed as follows:

  • Four Unified CVP Call/VXML servers (two on Side A and two on Side B), which provide the call routing and ACD components.
  • One Unified CVP OAMP server on Side A, which provides a web-based operations console for maintaining the Unified CVP cluster.
  • One or two optional Unified CVP Reporting servers that collect reporting data from Unified CVP operations and is accessed by Unified Intelligence Center reporting templates.

Unified Communications Manager is an enterprise-class IP communications processing system. In addition to traditional telephony features, it provides advanced capabilities, such as mobility, and full-featured conferencing services.

Unified Communications Manager is installed as three VMs—a Publisher on Side A which stores the read/write database and a Subscriber on both Side A and Side B which register phones and gateways.

Unified Intelligence Center is an advanced reporting platform that provides real-time and historical reporting. Unified Intelligence Center offers a dashboard-based canvas for grouping multiple reporting objects together, offering a comprehensive view of contact center statistics at a glance.

Unified Intelligence Center is installed as two VMs— a Publisher on Side A and a Subscriber on Side B.

Finesse is a next-generation agent and supervisor desktop designed to provide a collaborative experience for the various communities that interact with your customer service organization. It helps improve customer experience as well as customer care representative satisfaction.

Finesse is installed as two VMs— a Primary node on Side A and a Secondary node on Side B.

System Deployment

All installed and optional features depicted in the illustration above have been fully qualified for Packaged CCE and are documented in the Optional Features guide at http:/​/​www.cisco.com/​en/​US/​products/​ps12586/​prod_​maintenance_​guides_​list.html.