- Preface for Unified CCX Solution Design for Release 12.5(1)
- Cisco Unified CCX Solution for Release 12.5(1)
- Unified CCX Reference Designs for Release 12.5(1)
- Unified CCX Solutions Overview for Release 12.5(1)
- Unified CCX Solution Design Considerations for Release 12.5(1)
- High Availability and Network Design for Unified CCX for Release 12.5(1)
- Solution Security for Unified CCX for Release 12.5(1)
- Design Considerations for Integrated Features for Unified CCX for Release 12.5(1)
- Bandwidth Latency and QoS Considerations for Unified CCX for Release 12.5(1)
- Sizing and Operating Conditions for Unified CCX Reference Designs for Release 12.5(1)
- Unified CCX in Hosted Collaboration Deployment for Release 12.5(1)
- Cisco Webex Experience Management for Unified CCX for Release 12.5(1)
Overview
The Cisco Hosted Collaboration Solution (HCS) enables service providers to offer managed and hosted Unified Communications (UC) and collaboration services to multiple autonomous business customers by hosting UC applications. Using this solution, service providers can manage and deploy new highly reliable and scalable collaboration services to small- or medium-sized businesses and enterprises. This capability allows a service provider to offer differentiated services.
The following sections detail the various deployment models, bandwidth requirements and limitations if any for HCS.
The HCS deployment of Unified CCX is combination of HCS-Unified CM deployment and HCS-Unified CCX deployment. Thus, the bandwidth and security considerations are a combination of both these types of deployments. These are as per the values tabulated in the Bandwidth, Latency, and QoS Considerations section. Thus for example, the total bandwidth that need to be provisioned is sum of bandwidth that need to be provisioned for Unified CM/IP Telephony and Unified CCX.
Hosted Unified CCX Deployment
Dependent Cisco HCS elements
Cisco Unified Communications Manager and other related components
Deploy a Single node of Unified CCX
Deploy the two nodes of Unified CCX in the same data center in High Availability (HA) over LAN model (Software Redundancy only available)
Deploy the two nodes of Unified CCX in two different geographical locations in HA over WAN model (Software Redundancy and Network Redundancy available)
The HA over WAN deployment model is shown in the following illustration.
Figure 1. Hosted Unified CCX Deployment in Cisco HCS. The following diagram depicts the hosted deployment for Unified CCX solution components in Cisco HCS.Maximum Latency (RTT) | 80 milli seconds |
Minimum Assured Bandwidth | See, Cisco Unified Contact Center Express Bandwidth Calculator |
Maximum Latency (RTT) | 80 milli seconds |
Minimum Assured Bandwidth | 10 Mbps (This value is valid for a contact center's day to day operations only. This does not include the bandwidth required for other operations like, upgrades, backups or file transfers.) |
Note | All bandwidth and latency calculations mentioned here for Hosted Collaboration deployment over ride any other values mentioned elsewhere in this document. |
The following table outlines the various Unified CCX solution components and their supported deployment location.
Table 3. Unified CCX Solution Components in Hosted Deployment for Cisco HCSUnified CCX Solution Element | Functionality | Deployment Location |
---|---|---|
Agent phones | IP Telephony Finesse IP Phone Agent (Finesse IPPA) | Customer premises |
SIP Gateway for Outbound Campaigns | Outbound IVR - Progressive and Predictive Campaigns Agent IVR - Progressive and Predictive Campaigns | Hosted |
Microsoft Exchange Server | SMTP integration with Unified CCX including for sending email using a Unified CCX script, for sending email updates regarding an update, and for Cisco Unified Intelligence Center scheduled reports. | Customer premises |
MS Exchange Server/Office 365/ Gmail | For Finesse email. | Customer Premise (MS Exchange), Office 365, Gmail |
ASR/TTS Servers | Automatic Speech Recognition and Text-to-Speech | Hosted |
Wallboard Server | Third-Party Wallboard Application | Customer premises |
Cisco Customer Collaboration Platform | Finesse Chat and Email | Hosted in DMZ |
Enterprise Identity Provider (IdP) | For Single Sign-On | Customer premises |
Note |
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Bandwidth and Latency Considerations
For bandwidth and latency requirements see section in the guide. For email and chat depending on the location of the email server (Cloud based Gmail/Office 365 or MS Exchange server at customer premises), the bandwidth must be provisioned as per the Unified CCX Bandwidth Calculator. The clients described in the bandwidth calculator are located in the customer premises in an HCS deployment. The contact center in the data center is in the service provider network in an HCS deployment.
In addition to HCS-Unified CM bandwidth provisioning, that is between phone-phone (internal or external call) additional bandwidth must be provisioned for IVR streaming from Unified CCX to customer phone depending on the type of breakout.
In case of Ingress Local Breakout the bandwidth required for IVR streaming from service provider to customer premises must be provisioned in addition to Unified CM provisioning (similar to Music on Hold (MoH)).
In case of Ingress Central Breakout there is no extra provisioning of bandwidth required for IVR streaming as IVR is directly streamed from service provider to the user.
Security Considerations
The following section details the firewall rules and other external system requirements.
The connectivity from the customer premises to service provider is a VPN where all ports are enabled without any restrictions, the same conditions listed in the Solution Port Utilization for Unified CCX guide are applicable here. See the Port Utilization Guide for Cisco Unified Contact Center Express Solution at https://www.cisco.com/c/en/us/support/customer-collaboration/unified-contact-center-express/products-installation-and-configuration-guides-list.html for information on the ports that must be used for this deployment.
For external interactions from the contact center, the edge firewall must be configured to allow the network traffic.