Contact Center Solutions Architecture
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The first four chapters of this book are for anyone who wants to get familiar with the contact center enterprise solutions:
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Packaged CCE Solution Architecture
Packaged CCE is a predesigned, bounded deployment model of Unified CCE. The core components are deployed as on-box Virtual Machines (VMs) that are described by OVA files downloaded from https://www.cisco.com.
The Packaged CCE VMs provide the essential set of contact center functionality—call and non-voice task processing, prompts and rich VXML scripting, voice response collection, agent selection, queuing, and reporting. With its controlled environment and well-defined configuration and deployment boundaries, Packaged CCE is a robust solution with high availability and solution serviceability. Additional benefits are simplified ordering and deployment rollout, easier operation and maintenance, and Unified CCE Administration—a streamlined, browser-based administration interface for configuring the system and monitoring its health.
Unified CCE Solution Architecture
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. Unified CCE combines software IP automatic call distribution (ACD) functionality with Cisco Unified Communications to enable companies to deploy an advanced, distributed contact center infrastructure rapidly.
This design guide describes the deployment models and their implications including scalability, fault tolerance, and interaction between the solution components.
The Unified CCE product integrates with Cisco Unified Communications Manager, Cisco Unified Customer Voice Portal, Cisco VoIP Gateways, and Cisco Unified IP Phones. Together these products provide contact center solutions to achieve intelligent call routing, multichannel ACD functionality, voice response unit (VRU) functionality, network call queuing, and consolidated enterprise-wide reporting. Unified CCE can optionally integrate with Cisco Unified Intelligent Contact Manager to network with legacy ACD systems while providing a smooth migration path to a converged communications platform.
The Unified CCE solution is designed for implementation in both single and multisite contact centers. Unified CCE uses your existing IP network to lower administrative expenses and to include branch offices, home agents, and knowledge workers in your contact center. The following figure illustrates a typical Unified CCE setup.
The Unified CCE solution consists primarily of four Cisco software products:
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Unified Communications infrastructure—Cisco Unified Communications Manager
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Queuing and self-service—Cisco Unified Customer Voice Portal (Unified CVP)
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Non-Reference Designs can also use Unified IP IVR for this purpose.
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Contact center routing and agent management—Unified CCE. The major components are CallRouter, Logger, Peripheral Gateway, and the Administration & Data Server/Administration Client.
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Agent desktop software—Cisco Finesse
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Only Non-Reference Designs that use the Avaya PG or the Parent/Child topology can use CTI OS desktops. Cisco Finesse is the required desktop for all other contact center enterprise solutions.
The solution is built on the Cisco IP Telephony infrastructure, which includes:
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Cisco Unified IP Phones
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Cisco Voice Gateways
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Cisco LAN/WAN infrastructure