Table Of Contents
Test Bed 3: Unified CCE with Unified CVP
This topic describes the sample business case study, Retail Business, developed to reflect real-world contact center deployments. The Cisco Unified Contact Center Enterprise (Unified CCE) with Cisco Unified Customer Voice Portal (Unified CVP) test bed, used to complete testing for the Unified Communication System Release 8.6(1), is designed to simulate a medium sized inbound call center using Unified CCE with Unified CVP for call treatment and queuing and Cisco Unified Communications Manager (Unified Communications Manager) for call control.
This test bed is designed to implement and test some of the design considerations and guidelines of the Cisco Unified Contact Center Enterprise Release 8.x Solution Reference Network Design (SRND) and the Cisco Unified Customer Voice Portal Release 8.5(x) SRND.
This topic contains the following sections:
Sizing Unified CCE Components and Servers
Table 1 shows the operating conditions used to determine the capacity of components and servers deployed in this test bed.
Unified CVP Test Site
Unified CCE with Unified CVP Deployment Model
The Cisco Unified Contact Center Enterprise (Unified CCE) with Cisco Unified Customer Voice Portal (Unified CVP) test bed is designed to replicate a 1000 Agent inbound call center in a single site where all agents are local. It is combined with a general IPT office deployment on a Cisco Unified Communications Manager (Unified Communications Manager) megacluster. A SIP based Unified CVP deployment is used for prompting, collecting and queuing. Agents use SCCP phones and CTI OS desktops. The entire deployment uses two datacenters connected via high speed WANs for redundancy. All solution components are designed for high availability when possible. The topology and relationships of the Unified CCE with Unified CVP deployment is shown in Figure 1.
Figure 1 Unified CCE with Unified CVP Test Bed Topology
General Deployment Options
The following deployment options were used on this Unified CCE with Unified CVP test bed.
Note See Release Notes for Cisco Unified Contact Center Enterprise, Release 8.5(2) for Unified CCE configuration options.
The IPT deployment is a combination of the Single Site model and the Clustering over the WAN model. In this deployment, the agents are local (connected via LAN/MAN infrastructure) to one side of the Unified CCE deployment, while the Unified CCE components and Unified Communications Manager components have redundancy in a secondary datacenter for disaster recovery. The two datacenters are separated by a WAN.
The clustering over the WAN has the following setup:
•Unified CCE clustering over the WAN with two links, one for Unified CCE public + Intra-Cluster Communication Signaling (ICCS) traffic and one for Unified CCE private traffic.
•Separate dedicated link(s) for Unified CCE private communications between Unified CCE Central Controllers Side A and Side B and between Peripheral Gateways Side A and Side B to ensure path diversity. Path diversity is required due to the architecture of Unified CCE.
Unified Contact Center Enterprise Desktop
CTI OS agent desktops (simulated) are used in this deployment. Desktop functionality used during testing includes handling of inbound calls, transfer, conference, and Agent Greeting.
Security for Cisco Unified Contact Center Enterprise
•Network Firewalls are used to secure the datacenter. Unified CCE server components are separated from the agent phones and desktops with the firewalls.
•Virus Protection is used on all servers.
Agent Peripheral Options
Enterprise Unified CCE Peripheral option is used for agent peripherals where the Unified CCE software treats the VRU and Unified Communications Manager as separate peripherals. The Unified Communications Manager peripheral gateway and VRU peripheral gateway are deployed independently.
Unified CCE Administration & Data Server
An Administration & Data Server is used for historical and real-time data as an AW-HDS. Cisco Unified Intelligence Center (Unified Intelligence Center) is also used for real-time and historical reporting.
SIP trunking is used for the Unified CVP deployment with Cisco IOS gateways and Cisco Unified Border Element (Unified Border Element).
Some components of the solution are running in virtual machines on Cisco Unified Computing System UCS hardware.
Whisper Announcement Support
All calls to agents are enabled for Whisper Announcement feature to play a pre-recorded announcement to an agent right before the caller is connected. This feature operates with the type 10 Network VRU based on Unified CVP with SIP as the Unified CVP call control protocol. It is used for the local in-house agents only.
Agent Greeting Support
The Agent Greeting feature is enabled and used for all agents for all calls. This feature and allows a contact center agent to record a greeting and thenthat automatically plays it to for the caller and agent at the same time when an agent receives a new call is received at the agent. The agent greeting playback is immediately followed by a caller and agent connected in a call. This feature is enabled with the type 10 Network VRU based on Unified CVP with SIP as the Unified CVP call control protocol.
Deployment Solution Components
Table 2 lists the equipment, hardware platform, quantity and some general deployment notes for the Unified CCE with Unified CVP test bed. Use the reference information in the table to access corresponding software versions and model numbers.