Introduction to the Reference Designs
Note |
The first four chapters of this book are for anyone who wants to get familiar with the three contact center enterprise solutions:
|
The Contact Center Enterprise Reference Designs are a set of Cisco validated designs of our contact center enterprise solutions. The Reference Designs define the technologies and topologies that fit the needs for most deployments. The Reference Designs focus on simplifying the contact center enterprise solution design. They provide complete contact center functionality based on components that are strategic to Cisco.
We have defined the Reference Designs in the following table to cover most contact center needs:
Reference Design |
Packaged CCE |
Cisco HCS for Contact Center |
Unified CCE |
---|---|---|---|
2000 Agents |
Yes |
Yes |
Yes |
4000 Agents |
No |
Yes |
Yes |
12000 Agents |
No |
Yes |
Yes |
Contact Director |
No |
No |
Yes |
Non-Reference Designs |
No |
Avaya PG only |
Yes |
If your solution exceeds the configuration limits for a particular Reference Design, use a Reference Design with higher limits. For example, if your 2000-agent deployment requires 350 active reporting users, use the 4000 Agent Reference Design for your solution.
Contact center solutions that include something not covered by the Contact Center Enterprise Reference Designs are called Non-Reference Designs. Packaged CCE does not support Non-Reference Design solutions. Cisco HCS for Contact Center supports the Avaya PG as a Non-Reference Design.
Reference Designs and Deployment Types
The Contact Center Enterprise Reference Designs are mapped to specific contact center solutions through deployment types. Deployment types are system codes that impose system limits and apply congestion control.
This table maps the Reference Designs and Non-Reference Designs with the deployment type that you use for each.
Reference Design |
Packaged CCE |
Cisco HCS for Contact Center |
Unified CCE |
---|---|---|---|
Label |
Label |
Label |
|
2000 Agent |
Packaged CCE: 2000 Agents |
HCS-CC: 2000 Agents |
UCCE: 4000 Agents1 UCCE: 2000 Agents2 |
4000 Agent |
NA |
HCS-CC: 4000 Agents |
UCCE: 4000 Agents |
12000 Agent |
NA |
HCS-CC: 12000 Agents |
UCCE: 12000 Agents |
Contact Director |
NA |
NA |
Contact Director |
Non-Reference Designs |
NA |
NA |
ICM Rogger |
ICM Router/Logger |
|||
UCCE: 8000 Agents Router/Logger |
|||
Lab Only Designs |
Packaged CCE: Lab Mode |
NA |
UCCE: Progger (Lab Only) |
We have deprecated the following deployment types.
Packaged CCE |
Cisco HCS for Contact Center |
Unified CCE |
---|---|---|
NA |
NA |
NAM (Deprecated) |
NAM Rogger (Deprecated) |