Small Contact Center Deployment
The Small Contact Center (SCC) deployment model splits your contact center into shared and dedicated components. It provides several options to serve specific customer needs. You provision the Central Controller and other core components in the shared layer. You can deploy the customer peripherals as either customer-dedicated or as shared. The SCC supports both dedicated and shared peripherals being used on a single instance, subject to aggregate solution capacity limits:
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Dedicated components sub-customer option – Dedicated Cisco Unified CM, Peripheral Gateway, and Cisco Finesse sized for either 100 or 500 agents.
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Shared components sub-customer option – Shared Cisco Unified CM, Peripheral Gateway, and Cisco Finesse support up to 2000 agents across 100 Department enabled sub-customers.
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Small Contact Center Deployment Considerations
Components |
Design Considerations |
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Unified Contact Center Domain Manager |
Parameters moved to respective folders by administrator. System Configuration limits enforced at solution level, not at sub-customer level. The service provider configures the Outbound configuration and administration for each sub-customer. |
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ISE users have these options:
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Cisco Unified Communications Domain Manager |
In , add a dummy CVP Server for each sub-customer. Associate the same CVP server in the sub-customer hardware group. |
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Agent Extension across sub-customer must be unique. Overlapping of agent extension or dial plan is not supported. Example: If sub_cust1 uses 801xxxxxx extension, sub_cust2 cannot use the same extension. |
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Each sub-customer must have a unique internal help desk number. |
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Session Border Controller |
This SBC provides for SIP signaling and media aggregation ingress and egress to the PSTN. For more details on the aggregation SBC, see http://www.cisco.com/c/en/us/td/docs/voice_ip_comm/hcs/11_5/HCS_Solution/Flexibility/chcs_b_hcs-115-flexibility-guide.html. |
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ASA/NAT |
All data traffic to and from sub-customers passes through the ASA. The ASA uses NAT for dedicated sub-customers with overlapping IP subnets. ASA is required for shared and dedicated sub-customers. Do not enable SIP ALG in ASA. |
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Cisco Prime Collaboration Assurance |
Static mapping of internal IP to an external IP is required for Prime to work with SCC. |
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Microsoft Active Directory |
Used for SCC administration, and hosted or customer domain (through trust) for AD user authentication. |
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Microsoft AD FS 2012 R2 |
Required for Single Sign-On. Provides for hosted domain or federated trust to customer IdPs for user authentication. |
Components |
Design Considerations |
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Unified CCE Router |
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Logger |
System Configuration limits enforced at solution level, not at sub-customer level. |
AW-HDS-DDS |
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VRU Peripheral Gateways |
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Unified CVP Call Server |
Dialed number patterns across sub-customers must be unique. Example: If sub_cust1 uses 801xxxxxx dial number pattern, sub_cust2 cannot use the same dial number pattern. |
CVP Reporting Server |
Use Exony VIM for multi tenant reporting. |
Cisco Unified Intelligence Center |
Unified Intelligence Center is used for simple collections using the department ID of Unified CCE. You can also use Exony VIM for multi-tenant reporting. |
CUBE- Enterprise |
In addition to standard comprehensive call treatment and survivability for the SCC deployment, the CUBE Enterprise multi-VRF feature is required to support SIP adjacency for the dedicated sub-customer PG option with overlapping IP subnets. |
Components |
Design Considerations |
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Cisco Unified CM |
Dedicated sub-customer options require the use of Unified CM software-based resources, unless a dedicated gateway in the customer context provides the resources. |
Peripheral Gateways |
Follow any of these domain considerations to configure peripheral gateway:
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Cisco Finesse |
Each dedicated sub-customer should have local DNS. |
Components |
Design considerations |
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Enterprise Chat and Email |
Enterprise Chat and Email may be deployed per sub-customer, not exceeding 50 sub-customers.
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Cisco MediaSense |
SCC supports a single MediaSense server for each dedicated sub-customer. Only Dial-peer forking is supported. |
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Do not enable a Media classes on the common outbound dial-peer. Create an Inbound Dial-peer for each sub-customer and enable the Media class there.
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SPAN Based Monitoring |
Span from CUBE is supported for Mobile Agents. |
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SocialMiner |
Not supported for Shared components sub-customer option. Dedicated sub-customers can deploy SocialMiner as dedicated within the customer context without Agent Request or callback. |
Components |
Design considerations |
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Agent Greeting |
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Whisper Announcement |
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Courtesy Call Back |
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Outbound Dialer |
Maximum of 32 Dialers are supported and Maximum 4000 ports are supported.
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Mobile Agents |
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A-law and mu-law support |
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Post Call Survey |
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Application Gateway |
Not supported in Small Contact Center. |
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Database Integration |
ICM DB lookup is not supported. |
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Local Trunk PSTN Local Breakout |
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Local Trunk Location based CAC |
Not supported for dedicated components sub-customer option. |
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Unified CM-based Silent Monitoring |
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Context Service |
Not supported |
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Task Routing |
The Task Routing API does not provide for multi-tenant interface to the SCC. |
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Precision Routing |
Enabling Precision Routing on SCC limits the deployment to a maximum of 12 Agent PGs. |
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Single Sign-On |
SCC uses a single IdS registered to the hosted AD FS 2012 R2 IdP for all customer authentication. All SSO Agents and Supervisor sign-in names must be in Email (UPN) format. |