Preface

Change History

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

Changes

Section

Date

Initial Release of Document for 15.0(1)

Initial Release of Document for 15.0(1)

VM specifications values have been updated in all Reference Designs

Chapter: Unified CCE Reference Designs

April 2025

Extended Agent Events

Chapter: Unified CCE Reference Designs

Topic: Scale up to 36000 Agents topic

Features removed and unsupported in the CCE 15.0(1) release have been removed from this guide.

See the Release notes for Cisco Contact Center Enterprise Solutions, Release 15.0(1) for the list of removed/unsupported features at https://www.cisco.com/c/en/us/support/customer-collaboration/unified-contact-center-enterprise/products-release-notes-list.html

About This Guide

This guide provides design considerations and guidelines for deploying Cisco Unified Contact Center Enterprise (Unified CCE) solutions. The guide combines information for all the components that might be present in your solution. This guide assumes that you are familiar with basic contact center terms and concepts. Successful deployment of Unified CCE solutions also requires familiarity with the information presented in the Cisco Collaboration System Solution Reference Network Designs.

This guide focuses on the design process. Its goal is to present the necessary information to take your design from starting concept to final submission. Details of installation, configuration, and administration of your contact center enterprise solution are covered in other guides.

The first four chapters of the book give a broad perspective of the contact center enterprise solutions:

  • Packaged Contact Center Enterprise

  • Unified Contact Center Enterprise

For information about design considerations and guidelines specific to Unified CCE, see the remaining chapters.

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.

Related Documents

Consult these documents for details of these subjects that are not covered in this guide.

Subject Link

Compatibility Matrix for information on which versions of which products are supported for a contact center enterprise solution.

https://www.cisco.com/c/en/us/support/customer-collaboration/unified-contact-center-enterprise/products-device-support-tables-list.html

https://www.cisco.com/c/en/us/support/customer-collaboration/packaged-contact-center-enterprise/products-device-support-tables-list.html

Cisco Unified Contact Center Enterprise Features Guide for detailed information on the configuration and administration of integrated features in your solution.

http://www.cisco.com/c/en/us/support/customer-collaboration/unified-contact-center-enterprise/products-feature-guides-list.html

Cisco Collaboration Systems Solution Reference Network Designs for detailed information on the Unified Communications infrastructure on which your solution is built.

http://www.cisco.com/c/en/us/support/unified-communications/unified-communications-manager-callmanager/products-implementation-design-guides-list.html

You can find the full documentation of each of the components in the contact center enterprise solutions at these sites:

Component

Link

Cisco Unified Contact Center Enterprise

http://www.cisco.com/c/en/us/support/customer-collaboration/unified-contact-center-enterprise/tsd-products-support-series-home.html

Cisco Finesse

http://www.cisco.com/c/en/us/support/customer-collaboration/finesse/tsd-products-support-series-home.html

Cisco Customer Collaboration Platform

https://www.cisco.com/c/en/us/support/customer-collaboration/unified-contact-center-express/tsd-products-support-series-home.html

Cisco Unified Customer Voice Portal

http://www.cisco.com/c/en/us/support/customer-collaboration/unified-customer-voice-portal/tsd-products-support-series-home.html

Cisco Unified Intelligence Center

http://www.cisco.com/c/en/us/support/customer-collaboration/unified-intelligence-center/tsd-products-support-series-home.html

Cisco Virtualized Voice Browser

http://www.cisco.com/c/en/us/support/customer-collaboration/virtualized-voice-browser/tsd-products-support-series-home.html

Unified Contact Center Management Portal

http://www.cisco.com/c/en/us/support/customer-collaboration/unified-contact-center-management-portal/tsd-products-support-series-home.html

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Field Notice

Cisco publishes Field Notices to notify customers and partners about significant issues in Cisco products that typically require an upgrade, workaround, or other user action. For more information, see Product Field Notice Summary at https://www.cisco.com/c/en/us/support/web/tsd-products-field-notice-summary.html.

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  • Cisco Security Advisories

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  • Updates to Known Bugs

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Conventions

This document uses the following conventions:

Table 2. Conventions

Convention

Description

boldface font

Boldface font is used to indicate commands, such as user entries, keys, buttons, folder names, 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.