Unified CCX Components
This section describes the following components of the Unified CCX system:
-
Unified Gateway—Connects the Cisco Unified Communications family of products to the Public Switched Telephone Network (PSTN) and to other private telephone systems such as PBX.
-
Unified CM Server—The Cisco Unified Communications Manager (Unified CM) provides the features required to implement IP phones, manage gateways, provide failover and redundancy service for the telephony system, and direct Voice over IP (VoIP) traffic to the Unified CCX system.
Note
Cisco Unified Communications Manager was previously known as Unified Call Manager. This guide uses Cisco Unified Communications Manager at the first occurrence and Unified CM for later occurrences.
-
Unified CCX Server—Contains the Unified CCXEngine that runs applications, including Cisco script applications, Busy applications, Ring No Answer applications, and Voice Extensible Markup Language (VXML) 2.0 applications.
You can position your Unified CCX application server anywhere on the IP network and administer your applications from a web browser on any computer on the IP network. Because Unified CCX uses an open architecture that supports industry standards, you can integrate your applications with a wide variety of technologies and products, such as Enterprise databases. The Unified CCX Server has the following components:
-
Unified CCX Configuration Datastore (CDS)—Manages configuration, component, and application information within the Unified CCX cluster and communicates with Unified CM.
-
Historical Reports Database Server—Dedicated server that stores Unified CCX database for the following datastores: Configuration Datastore (CDS), Historical Datastore (HDS), and Repository Datastore (RDS).
-
Cisco Customer Collaboration Platform—Acts as the endpoint that hosts the widgets that end users and agents use during chat and email sessions. Customer Collaboration Platform accepts chat request, communicates with Unified CCX to allocate an agent for the chat and then establishes the chat session between agent and end user.
Customer Collaboration Platform fetches email messages from the email server, communicates with Unified CCX to allocate an agent, and provides the email management user interface components via the Finesse desktop.
-
-
Unified CCXEditor—Allows application developers to use a simple Graphical User Interface (GUI) to create, modify, and debug Unified CCX scripts for automating customer interactions. Each script consists of a series of steps, implemented as Java Beans.
-
Unified CCX Administration and Unified CCX Serviceability web interfaces—Provides access through a web browser for administrators to configure and manage Unified CCX datastores, servers, and applications.
-
Cisco Finesse Agent and Supervisor Desktops—Desktop programs that allow Unified CCX agents and supervisors to log in to the system, change agent states, and monitor status.
-
Media Resource Control Protocol (MRCP) Automatic Speech Recognition (ASR) server—(optional) Dedicated server that performs real-time speech recognition.
-
MRCP Text-to-Speech (TTS) server—(optional) Dedicated server that converts text into speech and plays it back to the caller.
Note
Support for high availability and remote servers is available only in multiple-server deployments.
-
Cisco Unified Intelligence Center—A web-based reporting solution for historical reports that provides detailed Call Contact Call Detail Records (CCDRs), application performance, and traffic analysis information.