Cisco Unified Communications System for Contact Center Release 6.0(1)

Welcome to the Cisco Unified Communications Contact Center Technical Information Site

Welcome to the Cisco Unified Communications Contact Center Technical Information Site

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This information site describes the Cisco Unified Communications contact center system, the Cisco IP solution for distributed contact center applications. The contact center system is an integral part of the Cisco Unified Communications family of products. Cisco Unified Communications products provide enterprise-class solutions that integrate data and voice over converged networks.

This site contains system documentation that is presented in the network lifecycle process: Prepare, Plan, Design, Implement, Operate, and Optimize (PPDIOO). PPDIOO is a Cisco methodology that defines the continuous lifecycle of services required by the customer.

Each part of the network lifecycle process has a tab at the top of the page. When you click a tab, the table of contents (TOC) on the left navigation panel changes to show only the TOC for that tab. The opening page on each tab describes what is covered in that phase. You can also use the Index at the bottom of every TOC. To learn more about how to navigate through this site, see Using This Information System.

You can also quickly access additional resources in the Resource Library and Training Library.


This technical information site is designed for people who are implementing the Cisco Unified Communications System:

Cisco partners

Cisco system engineers (SEs)

Cisco Technical Assistance Center (TAC) engineers

Cisco customers, especially decision makers, network designers, and operations personnel

The Critical Path to Successful Deployment

The PPDIOO process is the critical path to launch and complete a successful customer deployment, from the request for information (RFI) proposal to successful training of operations personnel. The Cisco Unified Communications system documentation is designed to be used along with the PPDIOO methodology. Each tab on the web interface contains a complete task flow for each phase of the PPDIOO process. Table 1 shows you what type of content you will find on each process tab.

Table 1 Site Content Map

Content Overview

Prepare and Plan

Using evaluative and planning tools, system engineers help partners and customers find the best solution to their business needs. Further planning continues the needs analysis with the goal of producing a high-level project plan and the initial site survey.

Key Content: System description, Release Matrix, determining business requirements, understanding deployment options, preparing and planning for a system installation and upgrade


Using the verified customer requirements, the design team creates the detailed design, which includes the equipment list, network diagrams, and traffic flows.

Key Content: Design documents, design tools and templates, sample call flows, tested deployment models, traffic engineering specifications, security policies


Using the site requirements identified in the detailed design, the implementation team performs a detailed site survey to prepare the site for installation. The team orders, inventories, and stages the equipment. The implementation team uses the detailed design to install and configure equipment, then develops and implements a detailed test plan to determine that the network is ready for use.

Key Content: Installation and configuration checklists, installation and configuration guides, test configurations, introduction to troubleshooting methodology


Ongoing operations include managing and monitoring components, performing routine maintenance, managing upgrades, and managing performance and service level agreements (SLAs).

Key Content: System management tasks, backup and restore procedures, tested call flows, troubleshooting common problems, recovery strategies


Optimization covers postinstallation services that are not under a maintenance contract including, but not limited to, performance audits, hardware and software upgrades, and applications development.

Key Content: Contact center upgrade procedures, failover options

Resource Library

Key Content: System release documentation, SRNDs, network topology resources, component resources, ordering guides, system demo, system compatibility tool, system test results, links to related documentation and tools, end-of-sale and end-of-life products, Cisco Unified Communications system demo, Cisco Unified Workspace Licensing, DocWiki

Training Library

The Training Library provides a single interface to all Cisco Unified Communications instructor-led courses and training videos on demand (VODs).

About This Release

This documentation covers Cisco Unified Communications system applications through Release 6.0(1). If you are upgrading an existing Cisco Unified Communications system application, begin by reading the System Release Notes for Contact Center: Cisco Unified Communications System, Release 6.0(1) Opens new window to familiarize yourself with functionality in this release.

There are two information sites for Cisco Unified Communications Release 6.0(1): this site, for contact center systems, and the site for IP telephony systems. Use your Back button to return to this site.