CCE contact center applications are:
The Cisco Unified CCE Rogger functions as the call router and makes all routing decisions. The
Unified CCE Rogger also functions as the logger.
The Cisco Unifed CCE PG contains the peripheral gateways (PG) that connect to Unified Communications Manager, the media router (MR), and the voice response unit (VRU).
The Cisco Unified CCE AW-HDS-DDS stores contact center configuration data
and reporting data.
The Cisco Unified
Communications Manager Server functions as the call processing component.
The Publisher stores the read-write database. Devices such as phones and
gateways register to the Subscribers.
The Cisco Unified Customer
Voice Portal (CVP) Server provides prompting, queuing, and call control.
The Unified CVP Server combines the Call Server, Media Server, and VXML server
functionality. This guide refers to the server as the Unified CVP
The Cisco Unified CVP OAMP
Server maintains the Unified CVP cluster.
The Cisco Unified CVP
Reporting Server collects information from Unified CVP components and makes
that information available to Cisco Unified Intelligence Center.
Cisco Unified Intelligence
Center is a web-based reporting application that generates real-time and
historical reports for Unified Contact Center Enterprise and Cisco Unified CVP.
Unified Intelligence Center includes the Live Data VOS services. Live Data is a
stream processing system that aggregates and processes the events in-stream and
publishes the information. Unified Intelligence Center subscribes to the
message stream to receive real time data and continuously update the
Live Data reports.
The Unified Intelligence Center installation also installed Cisco Identity Service (Cisco IdS) on the same VM. Cisco IdS is used to generate authentication requests for Single Sign-On.
Cisco Finesse is a
browser-based agent and supervisor desktop.
Enterprise Chat and Email is an optional application that provides chat and email functionality to the contact center.
The VMs for these
applications must be on the Side A and Side B servers as indicated in the following table.
Unified CCE AW-HDS-DDS
Unified CCE AW-HDS-DDS
CVP OAMP Server
Intelligence Center Publisher (with Live Data and Cisco IdS)
Intelligence Center Subscriber (with Live Data and Cisco IdS)
Communications Manager Publisher and Subscribers must be part of the
deployment. They can be VMs on Side A and Side B, or they can be configured as
external machines. The Unified CVP Reporting Server and Enterprise Chat and Email (ECE) VMs are optional.
ECE can be installed as a VM on Side B or configured as an external machine.
On-box installation for ECE is supported only on the B200 M4 and the C240 M4 servers. If Packaged CCE is installed on a B200 M3 or C240 M3, you can install ECE on an external machine.
Communications Manager Publisher
Communications Manager Subscriber 2
Communications Manager Subscriber 1
CVP Reporting Server (optional)
Enterprise Chat and Email (optional)
You cannot have
any additional VMs on the Packaged CCE VMware hosts, even if you are using an
external Unified Communications Manager cluster.