Solution Design Guide for Cisco Hosted Collaboration Solution for Contact Center, Release 11.5

Change History

This table lists the major changes made to this guide. The most recent changes appear at the top.


Changes	Section	Date
Clarifications on CUBE sizing and 2000 Agent Reference Design	Sizing Gateways for Contact Center Enterprise Solutions 2000 Agents	January 15, 2018
Included G.729 codec for VRU	Mixed Codecs	November 16, 2017
The 2000 Agent Reference Design optionally supports the Cross Cluster Extension Mobility feature for off-box deployed Unified CM cluster. Removed the information which states that the Unified CM Cross Cluster Extension Mobility feature is not supported for off-box Unified CM deployments.	Unified CCE Reference Designs in 2000 Agents section.	September 19, 2017
Reduced capacity of sub-customers on each blade in the SCC shared peripheral option from 10/blade to 6/blade.	Small Contact Center Agent Deployment Model	September 5, 2017
Added information on sizing CUBE.	"Sizing Gateways for Contact Center Enterprise Solutions"	June 22, 2017
Removed "Sizing Virtual CUBE for Contact Center Solutions".	"Sizing Virtual CUBE for Contact Center Solutions"	June 12, 2017
Removed "Interoperability notes" from Load Balancers for CVP	"Unified Contact Center Enterprise Solution Design Considerations"	March 23, 2017
Virtual CUBE support	"Virtual CUBE for Contact Center Solutions" "Sizing Virtual CUBE for Contact Center Solutions"	March 22, 2017
Clarification of Cisco IdS high availability	"Single Sign-On High Availability Considerations" "Single Sign-On Considerations"	February 15, 2017
Updated the CVP Sizing related details	"Sizing for Unified CVP". “CVP Call Server Sizing” “CVP VXML Server Sizing”	February 15, 2017
Clarification on the use of the standard coresident three PG layout and the new configuration limits for Reference Designs.	"Contact Center Enterprise" "Reference Design Configuration Limits"	December 15, 2016
Mobile and Remote Access Support	"Mobile and Remote Access"	October 3, 2016
Updates to 4000 Agent and 12000 Agent Reference Design layouts	"4000 Agents" and "12000 Agents"	September 20, 2016
Updates for Third-party SBC and Media Encryption design considerations	"Session Border Controllers" "Media Encryption (SRTP) Considerations"	September 16, 2016
Initial Release of document This guide combines information from the previous design documents of all the contact center enterprise components. Its contents were extensively rewritten and reviewed to present a comprehensive view of the contact center enterprise design process.		August 10, 2016

Audience

The first three chapters in this guide are for anyone who wants a broad overview of the contact center enterprise solutions.

The primary audience for the guide is people who design contact centers. The guide is also helpful for system administrators who want a deeper understanding of how the components in a contact center enterprise solution work together.

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Conventions

This document uses the following conventions:


Convention	Description
boldface font	Boldface font is used to indicate commands, such as user entries, keys, buttons, and folder and submenu names. For example: Choose Edit > Find. Click Finish.
italic font	Italic font is used to indicate the following: To introduce a new term. Example: A skill group is a collection of agents who share similar skills. A syntax value that the user must replace. Example: IF (condition, true-value, false-value) A book title. Example: See the Cisco Unified Contact Center Enterprise Installation and Upgrade Guide.
`window font`	Window font, such as Courier, is used for the following: Text as it appears in code or that the window displays. Example: `<html><title>Cisco Systems, Inc. </title></html>`
`< >`	Angle brackets are used to indicate the following: For arguments where the context does not allow italic, such as ASCII output. A character string that the user enters but that does not appear on the window such as a password.

Book Title

Chapter Title

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Chapter: Preface

Preface