Contact Center Enterprise Release 9.0(x)
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 configuration and capacity
limits. It is mandatory to follow all rules and requirements stated in this
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 9.0 documentation. If a
configuration or version is not stated, that configuration or version is not
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.
provides you with the following information about CCE PAC M1:
CCE PAC M1 is
the current deployment model for Cisco Packaged Contact Center Enterprise
(Packaged CCE). It delivers Cisco Contact Center Enterprise on a single pair of
core duplexed Unified Computing System (UCS) servers, referred to as
Side A and
Side B. CCE PAC
M1 is deployed in a virtualized environment, using OVA templates that are
downloaded from Cisco Systems, Inc.
(CCE PAC M1) provides the essential set of contact center functionality—call
processing, prompts and rich VXML scripting, voice response collection, agent
selection, queuing, and reporting. With its controlled environment and
well-defined configuration and deployment boundaries, CCE PAC M1 is a robust
solution with high availability and solution serviceability. Additional
benefits are simplified ordering and deployment rollout, a simplified
installation process, easier operation and maintenance, and
Unified CCE Web
Administration, the streamlined, browser-based administration interface.
CCE PAC M1 is
a virtual deployment that includes:
Contact Center Enterprise (Unified CCE)
Customer Voice Portal (Unified CVP)
Intelligence Center (Unified Intelligence Center)
Communications Manager (Unified Communications Manager), and
integrated options and features are available on the VMs on the core servers:
Integration via Unified CVP
Call Admission Control (CAC)
Post Call Survey
Support for Back
elective and optional features can be installed on separate servers on the same
All Events clients
(Recording, Wallboards, Workforce Management)
Recognition and Text-To-Speech (ASR / TTS)
Relationship Management (CRM)
AW-HDS-DDS for extended data retention period or 3rd party access
with existing Unified CM
Unified EIM/WIM 9.0 and later maintenance releases
CTI OS based
Silent Monitor (required for SPAN-based silent monitoring only)
At this time,
the following options and features are not supported in the CCE PAC M1
This is not an
exhaustive list. As a rule, if an option or feature is not mentioned in this
document, it is not supported in this deployment. Non-Contact Center Cisco
Unified Communication applications—such as Unity Connection or third-party
applications such as CRM and recording—may be deployed on external servers if
the hardware, co-residency, and support requirements are for each application
residing on that server. Refer to the documentation for each external
application for that guidance.
Desktop Browser Edition
Management Portal (CCMP)
Portal Call Director
Contact Management (ICM) to ICM Gateway
Multiplexing (TDM) (3rd party legacy Automatic Call Distribution integration)
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:
This illustration shows the location of the nine virtual machines on Side A and the eight
virtual machines on Side B in a deployment where the Unified Communications Manager Publisher and Subscribers are installed as "on-box" virtual machines on the Side A and Side B hosts.
If you configure an external Unified Communications Manager, Side A will not have the Unified CM Publisher or Unified CM Subscriber 1. Side B will not have the Unified CM Subscriber 2.
Remote Office Options
This figure illustrates remote office options that are supported in Packaged CCE.
Figure 1. Remote Office Options
Unified CCE Web Administration 9.0(x) has been qualified for:
Microsoft Internet Explorer 9
Mozilla Firefox 11 and later
CCE PAC M1
Packaged CCE deployment at the customer site must run in a duplexed environment
with a pair of Unified Computing System (UCS) servers. These servers are
referred to as Side A Host and Side B Host.
CCE now supports both the Unified Computing System (UCS) C240 M3S TRC#1 and
C260 M2 TRC#1 servers for existing deployments. Only the UCS C240 M3S TRC#1 is
available for new Packaged CCE orders.
CCE: Microsoft Windows Server 2008 R2 Service Pack 1
CVP: Microsoft Windows Server 2008 R2 Service Pack 1
CCE: Microsoft SQL Server 2008 R2 SP2 Standard Edition x64
Virus Scan Enterprise 8.7i/8.8i
Endpoint Protection 11.0/12.1
Micro ServerProtect Version 5.7/5.8
with VM version 8 and ESXi 5.1 with VM version 8 are both supported.
and B must use the same ESXi.
server has 2 CPUs, You need one license for each CPU.
Server 2008 Remote Desktop
Desktop is not supported for software installation or upgrade.
Unified CCE (Duplex Mode)
Simplex deployment is not supported in CCE PAC M1.
and PG co-location on a single physical server (one per side) requires a high
level of network fault tolerance to avoid a double failure, which is the loss
of both the Visible and Private network connectivity to the host server causing
a potentially serious degradation in call routing. Recovery from a double
failure requires manual intervention.
For QoS configuration, refer to:
Installing and Configuring Cisco Packaged Contact Center
Files for core components
New installations of Packaged Contact Center Enterprise 9.0(x)
use the following OVA files:
The following table describes the deployment of the
Table 1 Peripheral Gateways
CCE PAC M1
Two peripheral gateways are required in this
One generic PG
with five Peripheral Interface Managers (PIMs). The five PIMs are:
One Unified CM PIM
Four Voice Response Unit (VRU) PIMs. Two of these
connect to the two Unified CVPs on the Side A server. Two connect to the two Unified CVPs
on the Side B server.
One Media Routing
(MR) PG. You must add this PG. You can optionally add a Multichannel PIM and an Outbound PIM if you use those features.
Agent and Supervisor Capabilities
The following table describes the Agent and Supervisor
capabilities in CCE PAC M1.
Table 2 Agent and Supervisor Capabilities
CCE PAC M1
All transfers, conferences, and direct agent calls
are by ICM script.
SIP REFER: Packaged CCE supports SIP REFER transfer to send calls back to the PSTN or to other SIP destinations—but not to transfer calls within Packaged CCE and to other agents. After a SIP REFER, Packaged CCE assumes that the call has ended and retains no further control over the call.
CRM integration is allowed with custom CTI OS Toolkit or Finesse API.
You can integrate with CRM in many ways. You can use:
Finesse gadgets to build a custom CRM-integrated
desktop. For example, this can be a Finesse gadget that fits in a CRM
Finesse Web API or CTI OS APIs or the CTI Server
protocol to integrate into a CRM application.
Existing CRM connectors. The two connectors
available from Cisco for SAP or Seibel can be used with Packaged CCE. Each
of these connectors has its own capacity limits:
SAP can support up to 250 agents and supervisors. Max 3 CPS.
Requires its own server. Supports Unified CM BIB-based Recording or Silent
Monitoring. Does not support Mobile Agents, Outbound, or
Siebel: Can support up to 700 agents and supervisors. Max 3.75 CPS. The connector runs on the Siebel Communications. Supports Unified CM BIB
based Recording and Silent Monitoring, Mobile Agents, and Outbound.
CTI OS Desktop:
Cisco Agent Desktop Browser and Cisco Agent
Desktop are not supported.
CTI OS Toolkit Desktops as listed above, under Desktop
Nailed Up (Up to 250 agents)
Configured on the Unified CCE Call Server VM.
Call-by-Call mode is not supported in this
Monitoring Server) for Mobile Agent.
Requires third-party Recording Server
Unified CM-based (BiB)
SPAN for Mobile Agent
Either Unified CM-based or SPAN-based silent
monitoring can be configured, but not both.
If Unified CM-based silent monitoring is configured,
then mobile agents cannot be monitored.
A separate Silent Monitoring Server is required for
SPAN-based silent monitoring to monitor mobile agents.
Supported on the core server
For more information, see the Cisco Packaged Contact Center Enterprise Optional Features Guide Release 9.0(x).
Supported on the core server
For more information, see the
Cisco Packaged Contact Center Enterprise Optional Features Guide Release 9.0(x).
CVP is the only supported IVR.
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, you have the option to install the
Administration Server, Real-Time and Historical Data Server, Detail Data Server
(AW-HDS-DDS) on a maximum of two separate servers.
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.
Cisco Packaged Contact Center Enterprise Installation and
Upgrade guide at for information on using Unified CCE Web Setup to
modify the Database Retention Configuration table.
HDS is installed.
Cisco Unified Intelligence Center
External applications, as referenced in the SRND. 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
When the Packaged
CCE Data Servers are the data source for Cisco Unified Intelligence Center, a
maximum of 100 concurrent reporting users are supported across the Unified
Intelligence Center pair.
For the Live Data
Agent Real Time and Agent SkillGroup Real Time reports, support is for 100
Intelligence Center reporting users as well as 1000 Finesse Reporting users.
If an external
AW-HDS-DDS is added to the Packaged CCE deployment and used as the data source
for Cisco Unified Intellgence Center, a maximum of 200 concurrent reporting
users are supported across the Unified Intelligence Center pair.
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
VXML reporting only (WAN)
Callback feature and VXML reporting
Callback feature and VXML reporting (WAN)
Data backup tools must be run during a scheduled maintenance window. If you use local SQL backups, make sure that the local machine has sufficient capacity. If not, back up to remote storage on the network.
The following table contains third-party integration
All Wallboard applications that are supported by Unified CCE are supported on Packaged CCE.
Note: Unified Intelligence Center can also be used for Wallboards.
If access to real-time or historical data is needed, an External AW-HDS-DDS is required.
All Workforce Management applications that are supported by Unified CCE are supported on Packaged CCE.
Unified CVP VXML Server is supported.
ICM DB Lookup and ICM Application Gateway are not
Automated Call Distributor (ACD)
Interactive Voice Response (IVR)
IVR is not supported.
IVRs are supported.
You can install a
Unified CM publisher and two subscribers as virtual machines on the Packaged
CCE servers, or you can integrate with one external Unified CM publisher and
multiple external subscribers on separate servers. Whether you deploy "on-box"
or "off-box," you must use at a minimum the CUCM 7500-user OVA file that is
bundled in the OVA zip file.
Also, in either
case (on-box or off-box), agent and back office devices are subject to the
Voice Infrastructure requirements listed in this document. The maximum number
of devices is limited to 2000, with only 1000 active at a time and should be
load-balanced between the two subscribers. All devices must be SIP.
devices on an external Unified CM are under no constraints, provided they do
not interact with the contact center. If they interact with the contact center,
they must use the same Codec as the external agent devices.
The Unified CM
Cross Cluster Mobility feature is not supported in this deployment.
Table 4 Voice
CCE PAC M1
IVR: G.711 ulaw and G.711 alaw.
agents: G.711 ulaw, G.711 alaw. G.729, and G.729a.
Unified Border Element (Unified Border Element)
CCE supports SIP Service Provider trunking by means of an ISR G2-based Unified
Border Element connected to Cisco Voice Portal/Unified Communications Manager.
Border Element provides a security demarcation point for calls that come in
from over IP from the SIP Service Provider to Unified CVP for delivery to the
<--> Unified Border Element <--> CVP.
gateways should be separate from Ingress Unified Border Element. Combo gateways
can be used in smaller deployments, when capacity requirements do not drive the
Packaged CCE supports G.711 for IVR but both G.711 and G.729 for agents, it is
important to pay close attention to mid-call codec changes when agents are
As a best
practice, renegotiate the codec mid-call if the SIP carrier provider can
support it. If not, Unified Border Element will need to transcode calls. This
will impact Unified Border Element capacity.
default prompts shipped with Cisco Voice Portal are in ulaw. They must be
replaced with alaw prompts if the deployment requires alaw codec use.