This Unified CCE
with Unified CVP test bed is designed to replicate a 4000 agent inbound and
outbound contact center in multiple sites where agents are located locally, as
well as in remote sites. It is combined with a general collaboration office
deployment on a Unified Communications Manager cluster. A SIP-based Unified CVP
deployment is used for prompting, collecting and queuing. Agents use SCCP
phones, SIP Phones, Cisco Unified IP Phones (69xx, 79xx, 89xx, 99xx), and video
endpoints Cisco TelePresence System EX 60, and Cisco TelePresence System EX 90.
Agents also use
Cisco Finesse and CTI OS desktops. Some local and remote agents also use
virtualized clients. The entire deployment uses two data centers connected
through a high speed WAN for redundancy. All solution components are designed
for high availability (HA) wherever possible. The topology and relationship of
Unified CCE with Unified CVP deployment is shown in
The deployment is a
Clustering over WAN model. In this deployment, the agents are local and
connected through LAN/MAN infrastructure to the Unified CCE deployment. The
Unified CCE components and Unified Communications Manager components in the
secondary data center provide redundancy if disaster recovery is needed. The
two data centers are separated by a WAN.
The Clustering over
WAN model has the following setup:
clustering with two links, one for Unified CCE public and Intra-Cluster
Communication Signaling (ICCS) traffic and one for Unified CCE private traffic.
To ensure path
diversity, there are separate, dedicated links for Unified CCE private
communication. The links are between the Unified CCE Central Controllers on
Side A and Side B, and between the peripheral gateways on Side A and Side B.
Path diversity is required due to the architecture of Unified CCE.
Remote Gateway 2
(3925) ISR G2 has two Services Modules (SM) with MediaSense primary and
MediaSense secondary nodes installed. It is used to record audio calls using
Unified Communications Manager-based forking and Unified Border Element-based
For a Visio version
of the test bed topology diagram, see the
chapter of the Technical Information Site.
Figure 1. Collaboration Systems Release 10.6(1) Unified CCE Test Bed Architecture