Contact Center Solutions Architecture
The first four chapters of this book are for anyone who wants to get familiar with the three contact center enterprise solutions:
Packaged CCE Solution Architecture
Packaged CCE is a predesigned, bounded deployment model of Unified CCE. Packaged CCE comes on a single pair of duplexed Unified Computing System (UCS) servers, referred to as the Side A Host and the Side B Host. The core components are deployed as on-box Virtual Machines (VMs) that are described by OVA files downloaded from https://www.cisco.com.
The Packaged CCE VMs provide the essential set of contact center functionality—call and non-voice task 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, Packaged CCE is a robust solution with high availability and solution serviceability. Additional benefits are simplified ordering and deployment rollout, easier operation and maintenance, and Unified CCE Administration—a streamlined, browser-based administration interface for configuring the system and monitoring its health.
Cisco HCS for Contact Center Solution Architecture
Cisco HCS for Contact Center delivers in a hosted environment almost all of the components and features as a Unified CCE solution. Cisco HCS for Contact Center supports a subset of the Unified CCE models. You, as the service provider, manage the maintenance of the hosted environment. For your customers, this means lower hardware costs, easier and faster deployment, and no need to worry about upgrades, maintenance staff, and unpredictable costs.
Cisco HCS for Contact Center has an aggregation layer and a shared management layer. It combines Cisco Hosted Collaboration Solution components with the multiple network connections and route requests to the dedicated customer instances. The shared aggregation consists of a Hosted Collaboration Solution SBC for interfacing to a PSTN. The shared management consists of UCDM, Unified CCDM, HCM-F, Cisco Prime Collaboration Assurance (PCA), Cisco UCS Manager, VMware vCenter, and Cisco ASA (Firewall/NAT).
Unified CCE Solution Architecture
Cisco Unified Contact Center Enterprise (Unified CCE) is a solution that delivers intelligent call routing, network-to-desktop Computer Telephony Integration (CTI), and multichannel contact management to contact center agents over an IP network. Unified CCE combines software IP automatic call distribution (ACD) functionality with Cisco Unified Communications to enable companies to deploy an advanced, distributed contact center infrastructure rapidly.
This design guide describes the deployment models and their implications including scalability, fault tolerance, and interaction between the solution components.
The Unified CCE product integrates with Cisco Unified Communications Manager, Cisco Unified Customer Voice Portal, Cisco VoIP Gateways, and Cisco Unified IP Phones. Together these products provide contact center solutions to achieve intelligent call routing, multichannel ACD functionality, voice response unit (VRU) functionality, network call queuing, and consolidated enterprise-wide reporting. Unified CCE can optionally integrate with Cisco Unified Intelligent Contact Manager to network with legacy ACD systems while providing a smooth migration path to a converged communications platform.
The Unified CCE solution is designed for implementation in both single and multisite contact centers. Unified CCE uses your existing IP network to lower administrative expenses and to include branch offices, home agents, and knowledge workers in your contact center. The following figure illustrates a typical Unified CCE setup.
The Unified CCE solution consists primarily of four Cisco software products:
Unified Communications infrastructure—Cisco Unified Communications Manager
Queuing and self-service—Cisco Unified Customer Voice Portal (Unified CVP)
Non-Reference Designs can also use Unified IP IVR for this purpose.
Contact center routing and agent management—Unified CCE. The major components are CallRouter, Logger, Peripheral Gateway, and the Administration & Data Server/Administration Client.
Agent desktop software—Cisco Finesse
Only Non-Reference Designs that use the Avaya PG or the Parent/Child topology can use CTI OS desktops. Cisco Finesse is the required desktop for all other contact center enterprise solutions.
The solution is built on the Cisco IP Telephony infrastructure, which includes:
Cisco Unified IP Phones
Cisco Voice Gateways
Cisco LAN/WAN infrastructure