Preface

Change History

This table lists the major changes made to this guide. The most recent changes appear at the top.

Changes

Section

Date

Increased configuration limit for active mobile agents with call-by-call connections per agent PG

Agent Limits

PG Agent Capacity with Mobile Agents

March, 2021

Added information on the new Hyperflex Reference Design Models:

  • Packaged CCE 4000 Agent

  • Packaged CCE 12000 Agent

  • HCS-CC 24000 Agent

  • Unified CCE 24000 Agent

Unified CCE Reference Designs

March, 2020

Added a chapter for the Avaya and ICM-to-ICM Gateway Support.

Updated the topics with support for Avaya and ICM-to-ICM Gateway.

Avaya and ICM-to-ICM Gateway Support

July 2019

Removed restriction on Cisco Business Edition use for 2000 Agents Reference Designs

2000 Agents in Unified CCE Reference Designs

March, 2019

Initial Release of document

January, 2019

Added Enterprise Skill Groups limit

Precision Queue and Skill Group Limits

Added the Restart Priority for Cisco IdS, Live Data, and Unified CM.

VMware High Availability Considerations

Added information on securing PII data in transit

Solution Security

Added information on the new Reference Design Models:

  • Packaged CCE 4000 Agent

  • Packaged CCE 12000 Agent

  • HCS-CC 24000 Agent

  • Unified CCE 24000 Agent

Unified CCE Reference Designs

Configuration Limits and Feature Availability for Reference Designs
Added information on the new Business Hours feature.

Contact Center Enterprise Solutions Overview

Design Considerations for Integrated Features

Added information for authorizations decoupled from Microsoft Active Directory.

Solution Security

Changed Sample Bandwidth Usage information.

Bandwidth, Latency and QoS for Core Components.

Removed information on Cisco MediaSense which reached its end of maintenance support.

About This Guide

This guide provides design considerations and guidelines for deploying Cisco Unified Contact Center Enterprise (Unified CCE) solutions. The guide combines information for all the components that might be present in your solution. This guide assumes that you are familiar with basic contact center terms and concepts. Successful deployment of Unified CCE solutions also requires familiarity with the information presented in the Cisco Collaboration System Solution Reference Network Designs.

This guide focuses on the design process. Its goal is to present the necessary information to take your design from starting concept to final submission. Details of installation, configuration, and administration of your contact center enterprise solution are covered in other guides.

The first four chapters of the book give a broad perspective of the three contact center enterprise solutions:

  • Packaged Contact Center Enterprise

  • Cisco Hosted Collaboration Solution for Contact Center

  • Unified Contact Center Enterprise

For information about design considerations and guidelines specific to Packaged CCE, see the remaining chapters.

Audience

The first three chapters in this guide are for anyone who wants a broad overview of the contact center enterprise solutions.

The primary audience for the guide is people who design contact centers. The guide is also helpful for system administrators who want a deeper understanding of how the components in a contact center enterprise solution work together.

Related Documents

Consult these documents for details of these subjects that are not covered in this guide.

Subject Link

Compatibility Matrix for information on which versions of which products are supported for a contact center enterprise solution.

https://www.cisco.com/c/en/us/support/customer-collaboration/unified-contact-center-enterprise/products-device-support-tables-list.html

https://www.cisco.com/c/en/us/support/customer-collaboration/packaged-contact-center-enterprise/products-device-support-tables-list.html

https://www.cisco.com/c/en/us/support/unified-communications/hosted-collaboration-solution-contact-center/products-device-support-tables-list.html

Cisco Unified Contact Center Enterprise Features Guide for detailed information on the configuration and administration of integrated features in your solution.

http://www.cisco.com/c/en/us/support/customer-collaboration/unified-contact-center-enterprise/products-feature-guides-list.html

Cisco Collaboration Systems Solution Reference Network Designs for detailed information on the Unified Communications infrastructure on which your solution is built.

http://www.cisco.com/c/en/us/support/unified-communications/unified-communications-manager-callmanager/products-implementation-design-guides-list.html

Cisco Packaged Contact Center Enterprise Features Guide

https://www.cisco.com/c/en/us/support/customer-collaboration/packaged-contact-center-enterprise/products-maintenance-guides-list.html

Cisco Packaged Contact Center Enterprise Administration and Configuration Guide for details on Avaya and ICM-to-ICM configurations.

You can find the full documentation of each of the components in the contact center enterprise solutions at these sites:

Component

Link

Cisco Packaged Contact Center Enterprise

https://www.cisco.com/c/en/us/support/customer-collaboration/packaged-contact-center-enterprise/tsd-products-support-series-home.html

Cisco Finesse

http://www.cisco.com/c/en/us/support/customer-collaboration/finesse/tsd-products-support-series-home.html

Cisco Remote Expert Mobile

http://www.cisco.com/c/en/us/support/customer-collaboration/remote-expert-mobile/tsd-products-support-series-home.html

Cisco SocialMiner

http://www.cisco.com/c/en/us/support/customer-collaboration/socialminer/tsd-products-support-series-home.html

Cisco Unified Customer Voice Portal

http://www.cisco.com/c/en/us/support/customer-collaboration/unified-customer-voice-portal/tsd-products-support-series-home.html

Cisco Unified Intelligence Center

http://www.cisco.com/c/en/us/support/customer-collaboration/unified-intelligence-center/tsd-products-support-series-home.html

Cisco Virtualized Voice Browser

http://www.cisco.com/c/en/us/support/customer-collaboration/virtualized-voice-browser/tsd-products-support-series-home.html

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Cisco Bug Search Tool

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Field Notice

Cisco publishes Field Notices to notify customers and partners about significant issues in Cisco products that typically require an upgrade, workaround, or other user action. For more information, see Product Field Notice Summary at https://www.cisco.com/c/en/us/support/web/tsd-products-field-notice-summary.html.

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Conventions

This document uses the following conventions:

Convention

Description

boldface font

Boldface font is used to indicate commands, such as user entries, keys, buttons, folder names, and submenu names.

For example:

  • Choose Edit > Find.

  • Click Finish.

italic font

Italic font is used to indicate the following:

  • To introduce a new term. Example: A skill group is a collection of agents who share similar skills.

  • A syntax value that the user must replace. Example: IF (condition, true-value, false-value)

  • A book title. Example: See the Cisco Unified Contact Center Enterprise Installation and Upgrade Guide.

window font

Window font, such as Courier, is used for the following:

  • Text as it appears in code or that the window displays. Example: <html><title>Cisco Systems, Inc. </title></html>

< >

Angle brackets are used to indicate the following:

  • For arguments where the context does not allow italic, such as ASCII output.

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