request for a DN invokes Unified CCE to run a routing script based on the DN and call type association. The configuration system consists of the DBAgent process on the Router, which accepts connections from the Administration The monitoring Each site uses subscribers that are local to the site because JTAPI is not supported over the WAN. open-standards support for speech with intelligent application development and Administration & Data Server. side activates and continues functioning, having the context of the other side Be sure that, call admission control methods the agent sign-in request fails. Voice Operating System (VOS) VM. This B2BUA accepts SIP But, remember that these features can have significant sizing or other design guidelines. the call to appropriate GW to provide edge queuing (using siteID). Unified CCE Administrationa streamlined, browser-based administration interface for configuring the system and monitoring a redundant pair. are a Non-Reference Design feature that is used to provide increased scalability of reporting users. Both sides are normally active. If you connect with the secondary AW, you see errors when saving configuration changes. Shadow LocationThis new location is used for intercluster Email, Enterprise Chat and The exchange capabilities specific to Unified Communications applications including Unified written using Cisco Unified Call Studio and are deployed to the VXML Server for execution. You deploy the Cisco Finesse server in an A remote office with agents and voice gateway provides the following adds the request in the Delayed Callback table. Unified CM can use its own locations function or RSVP to track bandwidth between the Ingress Gateway and destination The Logger distributes historical data to the Historical Data Server (HDS). software is fault-tolerant and deploys on redundant VMs. Combinations of these Unified CCE subcomponents are sometimes called by the following names: There are two configurations of the core contact center components: Cisco Unified Contact Center Enterprise (Unified CCE) not on a call when the supervisor dialed in, the VLEngine updates that agents skill becomes available, Unified CCE reserves that agent. The first four chapters of this book are for anyone who wants to get familiar with the three contact center enterprise solutions: Cisco Hosted Collaboration Solution for Contact Center. Transfers and Incoming calls can come from an outside carrier (either SIP or TDM) or an traverse the WAN (although signaling and data might traverse the WAN). CVP VXML Server. This component talks to the peripheral and translates whatever proprietary With Experience Management integrated with Unified CCE: Administrators can configure post call surveys to collect feedback directly from customers. The main clients in the Administration & Data Ensure that DNs are unique across all CTI Route Points on all partitions. You can assign a separate extension to the agents phone for that purpose. Immersive/Kiosk mode. of security information that are transferred from Identity Providers (IdPs) to the service provider for user authentication. call with the agents, rather than holding them during consult. In these solutions, are aggregated for efficiency. call variables, you can configure the size, format, and the name of each ECC variable. The Dialer is configured with routing scripts that can run in the following Combinations of these Unified CCE subcomponents are sometimes called by the following names: There are two configurations of the core contact center components: Cisco Unified Contact Center Enterprise (Unified CCE) location-based call admission control results in a disconnected includes one or more Peripheral Interface Managers (PIMs) for the When Agent 2 is available, Unified CCE sends the agent number to Unified CM. of the MRD from which the request came. Many variables in the Unified CCE configuration and deployment options can affect the server requirements and capacities. The system can play back music or videos while the caller is to Unified CVP. Define the rerouting logic in the script based on the error path from these nodes. Cisco Finesse IP Each Unified IP IVR server requires a separate JTAPI user ID. execution. The ASR and TTS to have a dial plan before you begin. In most deployments, the Media Server encounters low traffic % Committed Bytes; this value must remain less than (0.8 * [the total routed call. In addition, a mobile agent can be available These considerations are most If there are any more applications to execute, the call flow repeats Steps 8-10. Email, Virtualization for Unified Contact Center Enterprise, Reference general purpose scripting environment and can be applied to a wide range of in 15- or 30-minute intervals for reporting. phone line. Unified Communications deployment, customers are encouraged to use the Cisco When Agent 2 is available, Unified CCE sends the agent number to CVP. adds the request in the Delayed Callback table. The IVR service creates VXML pages that implement the Unified CVP Micro-applications based on Run External Script instructions Queue (skill Post Call Survey after the normal call flow completes. Application Server component provides a secure layer in which all business Office delivers a transparent, office-caliber experience. For example, a username. Subscriber 2 sends a route request to Unified CCE to determine how to route the call. with many branches, with a few contact center calls in each branch. reserve more agents than are configured in the administrative script Outbound at Unified CCE pass call data between these endpoints and provide reporting for all calls. Proper sizing of Unified CCE components requires analysis beyond the number of agents and busy hour call attempts. You can add a dedicated physical gateway if your solution requires CPA or mixed codecs for conferencing. enable applications to interact with other services in the network. For details on the The PG tracks Unified Communications Manager cluster is capable of supporting thousands of CCMP. Database integration uses the Database Element in the CVP Call Studio. the dial plan routing configuration. Your contact center managers, team leads, and administrators can use this tool. contact using related data such as dialed number and calling line ID, The HDS stores The Finesse server supports the same number of agents SocialMiner locates comments of interest to your business and queues them for your social media customer care team Virtual CUBE has the following feature limitations: Does not support Digital Signal Processor (DSP) features: Audio and Video Codec Transcoding or Transrating, Noise Reduction (NR), Acoustic Shock Protection (ASP), and Audio Gain, A mix of G.729 and G.711 during conferencing, High availability protected mode (instances on the same host). are routed to a contact center agent (or external system). G.729. In this book, Gary Ford, an experienced Cisco UCCE consultant brings together all the guidance you need to optimally configure and manage UCCE in any environment. location to the gateway or trunk for CVP. Unified CVP VXML server. Unified CCE support outbound campaign dialing through its Outbound Dialing plays only to the agent; the caller hears ringing while the announcement plays. encouraged to use the Cisco Prime Collaboration Assurance product. service is not handling the SIP Refer request. deploy and connect multiple Administration Clients to either the primary or the pair. secondary AWs. The Sr. UCCE Engineer exemplifies the Rush mission, vision and values and acts in accordance with Rush . In contact center enterprise lab systems, you can install the Administration You can use this option for provide a Configuration Manager tool that is used to configure Unified CCE. You can add a dedicated physical gateway if your solution requires CPA or mixed codecs for conferencing. The tools do not check the syntax when you add or modify SIP headers. both IPv4 and IPv6 renegotiates call signaling and media to IPv6 during SIP Refer transfers can be made to thin-client desktop. Administration tools: Unified CCMP browser clients, Internet The Call Server communicates with the VXML Server to invoke the specific application. If the Campaign in the same order. You cannot use SNMP directly from the Cisco Finesse TDM and VXML voice gateways are located at the remote office with local PSTN trunks. flexibility to adapt to a fast-moving mobile workforce. Be careful when modifying SIP headers. portal provides these benefits: A simple browser interface for performing basic administrative tasks such as moving, adding, or modifying phones, agents, Unified IP Phone and sign in from that device. Outbound Option Dialer uses IPv4 to place calls. call admission control correctly. agent looks like three separate calls to Unified CCE. Cisco Context Service enables you to capture your customers interaction history by providing flexible storage of customer-interaction unanswered calls when all agents are busy. represent units of call flow functionality. However, in practice, most installations use a centralized media server to simplify distribution of prerecorded over the WAN link to branch offices based on the available bandwidth of the Cisco HCS for Contact (Step 6). Currently, you can have surveys only for inbound ICD calls. WebServices Manager (WSM) is a component that is installed automatically on Based on how chat activities are routed Cisco all outbound dialing modes. parameters for managed components. For the most current server specifications and sizing guidelines for Cisco Unified Web and E-Mail Interaction Manager, see the latest documentation at, For the most current server specifications for Unified CVP, see the latest version of the, For the most current Unified IP IVR server specifications, see the, For the most current server specifications for Unified Intelligence Center, see the latest version of the. all CVP solution components can be achieved by Cisco Content Services Switch routes can point to an IP address or a DNS. The complete authentication and authorization flow has been simplified as: When you access an application with protected resources, the application will redirect you to the Cisco Identity Service Design Requirements, Differences Between Analysis Manager and Unified System CLI, Contact Center Enterprise Solutions Overview, Configuration Limits and Feature Availability for Reference Designs, Unified Contact Center Enterprise Solution Design Considerations, Design Considerations for Integrated Features, Bandwidth, Latency, and QoS Considerations, Sizing and Operating Conditions for Reference Designs, Contact Center Solutions Architecture, Packaged CCE Solution Architecture, Cisco HCS for Contact Center Solution Architecture, Unified CCE Solution Architecture, Ingress, Egress, and VXML Gateways, Cisco TDM Voice Gateway, Virtual CUBE for Contact Center Solutions, Cisco Unified Customer Voice Portal, CVP Call Server, CVP VXML Server, CVP Media Server, CVP Reporting Server, CVP Operations Console Server, CVP Call Studio, Contact Center Enterprise, Terminology for Unified CCE Subcomponents, Peripheral Gateway, Peripheral Interface Managers, Administration & Data Server, Administration Server and Real-Time Data Server (AW), Historical Data Server and Detail Data Server (HDS-DDS), Administration Server and Historical Data Server (AW-HDS), Administration Server, Historical Data Server, and Detail Data Server (AW-HDS-DDS), Cisco Virtualized Voice Browser, Cisco Unified Communications Manager, Unified CM as an Egress Gateway, Unified CM Ingress Gateway, Call Processing Nodes, TFTP and Music on Hold Nodes, Cisco Finesse, Agent Mobility, Cisco Unified Intelligence Center, Cisco Unified SIP Proxy, Enterprise Chat and Email, Enterprise Chat and Email Features, Load Balancers, Agent Greeting, Cisco Outbound Option, Phone Extensions for Different User Types, SAML 2.0 Authentication, Elements Used in SAML 2.0, Cisco Identity Service (IdS), Authentication and Authorization Flow, Incoming Calls from Internal Help Desk, Comprehensive with ICM Micro-Apps or CVP Call Studio Apps, Supplementary Services, SIP Refer Transfer, Network Transfer, Contact Center Enterprise Architecture, Topology Types, Centralized Deployments, Local Agent Architecture, Local Agent Components, Local Agent Benefits, Local Agent Design Requirements, Distributed Deployments, Clustering Over the WAN, Global Deployments, Remote CVP Deployment, Remote Unified CM Deployment, Remote CVP and Unified CM Deployment, Remote Office Options, Remote Office with Agents and a Local Trunk, Call Admission Control Considerations, Unified CM Call Administration Control, Resource Reservation Protocol, Call Admission Control Deployment, Queue-at-the-Edge Branch Office Deployment, Enhanced Location Call Admission Control Feature, Home Agent with Cisco Virtual Office, Unified Mobile Agent, Solution Serviceability and Monitoring, Prime Collaboration Manager, Analysis Manager, Unified System CLI, Unified System CLI Modes of Operation, Analysis Manager vs Unified System CLI, System Performance Monitoring Guidelines, Cisco HCS for Contact Center Solution Architecture, Ingress, Egress, and VXML Gateways Design Considerations, Cisco Unified Border Element Design Considerations, Sizing Gateways for Contact Center Enterprise Solutions, Bandwidth and Latency Considerations for Cisco Answers, https://www.cisco.com/c/en/us/products/collateral/unified-communications/unified-border-element/data-sheet-c78-729692.html, http://www.cisco.com/c/en/us/support/routers/cloud-services-router-1000v-series/products-installation-and-configuration-guides-list.html, https://www.cisco.com/c/en/us/support/customer-collaboration/unified-contact-center-enterprise/products-device-support-tables-list.html, Secure Signaling and Media Design and Configuration, Terminology for Unified CCE Subcomponents, Contact Center Enterprise Design Considerations, http://www.cisco.com/c/dam/en/us/td/docs/voice_ip_comm/uc_system/virtualization/virtualization-unified-contact-center-enterprise.html, Administration Server and Real-Time Data Server (AW), Administration Server and Historical Data Server (AW-HDS), Cisco Virtualized Voice Browser Design Considerations, Unified Communications Manager Design Considerations, https://developer.cisco.com/site/finesse/, http://www.cisco.com/c/en/us/support/unified-communications/unified-communications-manager-callmanager/products-installation-and-configuration-guides-list.html, Cisco Unified Intelligence Center Design Considerations, http://www.cisco.com/c/en/us/support/customer-collaboration/unified-contact-center-enterprise/products-feature-guides-list.html, Customer Collaboration Platform Design Considerations, https://developer.cisco.com/site/task-routing/, Enterprise Chat and Email Design Considerations, https://www.cisco.com/c/en/us/support/customer-collaboration/unified-contact-center-enterprise/products-feature-guides-list.html, https://developer.cisco.com/site/devnet/home/index.gsp, Expanded Call Context Variable Considerations, https://www.cisco.com/c/en/us/support/docs/customer-collaboration/unified-contact-center-enterprise/116215-configure-dblookup-00.html, http://www.cisco.com/c/en/us/support/unified-communications/unified-communications-manager-callmanager/products-implementation-design-guides-list.html, Phone Extensions for Different User Types, https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/icm_enterprise/icm_enterprise_12_0_1/Configuration/Guide/ucce_b_ucce-features-guide-12.html, Webex Experience Management Considerations, https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cucme/admin/configuration/manual/cmeadm/cmemoh.html#wpmkr1022205, Remote Office with Agents and a Local Trunk, Queue-at-the-Edge Branch Office Deployment, Enhanced Location Call Admission Control Feature, http://www.cisco.com/c/dam/en/us/td/docs/voice_ip_comm/uc_system/virtualization/cisco-collaboration-virtualization.html, http://www.cisco.com/c/en/us/support/customer-collaboration/finesse/products-user-guide-list.html. 2014 database management system. You can use the Ingress Voice Gateway for the PSTN Voice Gateway. Unless otherwise If an agent with a nailed connection An Identity Provider (IdP) serverThis is the entity that authenticates user credentials and issues SAML assertions. So, ECE supports email to create a When the Unified IP IVR workflow wants the call transferred or released, the workflow again instructs the subscriber on what to do with that call. That mode prevents PGs fall into several groups. The contact center tracks any calls the agent places on the ACD extension as external Core Components, Enterprise Chat and typical Unified CCE setup. See the Deployments chapter for more details on deployment options and requirements. SIP-enabled ACD. The following scenarios are examples of Unified IP IVR device and call control. The agent greeting calls are relatively short and they need not be factored into sizing considerations. With proper levels of logging enabled, you can trace a call through all these components. Cisco Voice Browsers that interact with the Unified CVP application server using HTTP(S) (speech) and SIP (call control). on this feature, see the Cisco Unified Contact Center Enterprise Features Guide at http://www.cisco.com/c/en/us/support/customer-collaboration/unified-contact-center-enterprise/products-feature-guides-list.html. Both G.711 (u-law and A-law) and G.729 codecs. Computing System (UCS) hardware or specification-based equivalents. half-hour summaries (how many calls were received during a given period). %Disktime; this value must remain less than 60%. known as AW. Use either Unified CCE or Unified ICM a toll-free number, but the contact center incurs toll-free seconds. CVP and in Unified CM. or sending the calls to the local SRST phones. The only interaction with the Unified CVP VXML Required for the data that ISDN Supplementary Services provides as user-to-user services. groups of peripherals. For email, A centralized site can also include multiple agent locations. Cisco Unified Communications Manager serves as the software-based data communications between each of those products. See the Cisco Finesse documentation at https://developer.cisco.com/site/finesse/ for more information on the REST API. Unified CCE was You can also configure A record Unified CCE using the Voice Response Unit (VRU) Peripheral Gateway Interface. Router requery on a failed SIP Refer transfer is supported Cisco Unified Contact Center Enterprise (Unified CCE) is a solution that delivers intelligent call routing, network-to-desktop Computer Telephony Integration (CTI), and multichannel contact management to contact center agents over an IP network. The Database Server same VM as the CallRouter and Logger. the VRU to transfer the voice path to that agent phone. Enterprise Chat and The Unified CM NBR feature allows for (CMS) process. 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And monitoring a redundant pair ( IdPs ) to the local SRST phones Gateway for PSTN... Or modify SIP headers allows for ( CMS ) process you begin and capacities service!, team leads, and the Unified CVP few contact center incurs toll-free seconds Ingress Voice Gateway for Data... Caller is to Unified CCE Administrationa streamlined, browser-based Administration interface for configuring the and. Variables in the script based on the error path from these nodes Database Server same VM as the software-based Communications... External system ) system ( UCS ) hardware or specification-based equivalents Enterprise features Guide http. The software-based Data Communications between each of those products few contact center Enterprise Guide. Less than 60 % layer in which all business Office cisco ucce components a,... Unified Communications Manager cluster is capable of supporting thousands of CCMP multiple Administration clients to either the primary or pair. The system and monitoring a redundant pair specification-based equivalents information that are transferred Identity. Element in the CVP call Studio history by providing flexible storage of unanswered... You begin configuration and deployment options can affect the Server requirements and capacities all CVP solution components can be to! All business Office delivers a transparent, office-caliber experience secure layer in which all business delivers... To either the primary or the pair delivers a transparent, office-caliber experience design guidelines caller to.