Unified CCE Software Overview
This section provides a high-level overview of Unified CCE software, which must be installed and configured before installing Outbound Option.
See Chapters 3-5 for detailed information about installing Unified CCE and Outbound Option software.
Before installing Unified CCE software, the virtual machine guests must have the Microsoft Windows operating system and, for some components, Microsoft SQL Server database management software installed. Also, ensure that there is enough disk space available on each system to install the Unified CCE component.
See the Compatibility Matrix for Unified CCE for information on operating system and software requirements.
Unified CCE software contains the following components:
Router: The component of the Central Controller that makes routing decisions. It gathers and distributes data to and from remote sites.
Logger: The component of the Central Controller that controls the central database.
Administration & Data Server: Known as the Admin Workstation in previous releases, the Administration & Data Server is the user interface for Unified CCE software. The Administration & Data Server can be located at any central or remote site. It allows users to monitor call handling within the system and change configuration data or routing scripts.
Peripheral Gateway: The interface between the Unified CCE platform and third-party hardware in each call center, such as an ACD. A Peripheral Gateway (PG) is typically located at the call center.
Install the Peripheral Gateway from the PG Setup program; install the other components from the Web Setup program.
Together, the Router and Logger compose the Central Controller and are installed at a central site. At least one Peripheral Gateway is typically installed in each call center. Administration & Data Servers can be installed at a central site, a call center, or at a separate admin site.