- Preface
- Cisco Unified Contact Center Solutions
- Unified CCE Reference Designs
- Contact Center Enterprise Solutions Overview
- Configuration Limits and Feature Availability for Reference Designs
- Packaged Contact Center Enterprise Solution Design Considerations
- High Availability and Network Design
- Design Considerations for Integrated Features
- Bandwidth, Latency, and QoS Considerations
- Sizing and Operating Conditions for Reference Designs
- Avaya and ICM-to-ICM Gateway Support
- Solution Security
- Change History
- About This Guide
- Audience
- Related Documents
- Communications, Services, and Additional Information
- Field Notice
- Documentation Feedback
- Conventions
Change History
This table lists the major changes made to this guide. The most recent changes appear at the top.
Changes | Section | Date |
---|---|---|
Added VAV and Agent Answers bandwidth information. | Bandwidth Provisioning and QoS Considerations for a WAN | Aug, 2023 |
Added a note for OVA when VVB fresh install is performed on a medium or small Open Virtual Appliance (OVA). | Cisco Virtualized Voice Browser Sizing | April, 2023 |
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 |
Initial Release of Document for 12.5(1) | February, 2020 | |
Added Reference Design layouts and VM specifications on Cisco UCS C240 M5SX and Cisco Hyperflex HX220c M5SX TRC servers for the following deployment types:
| Contact Center Enterprise Reference Designs | |
Added information on the new Cisco Webex Experience Management Feature feature. | Contact Center Enterprise Solutions Overview Design Considerations for Integrated Features | |
Added information on the new Customer Virtual Assistance Feature feature. | Design Considerations for Integrated Features | |
Added shared ACD Line support for both home and work phone on two shared ACD lines | Design Considerations for Integrated Features | |
Increased configuration limits for the following:
| Outbound Campaign Limits | |
Removed information on Cisco MediaSense, Cisco Remote Expert, and Context Service which reached its end of maintenance support. | ||
Added a chapter for the Avaya and ICM-to-ICM Gateway Support | Avaya and ICM-to-ICM Gateway Support | |
Updated the topics with support for Avaya and ICM-to-ICM Gateway |
|
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 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. | |
Cisco Unified Contact Center Enterprise Features Guide for detailed information on the configuration and administration of integrated features in your solution. | |
Cisco Collaboration Systems Solution Reference Network Designsfor detailed information on the Unified Communications infrastructure on which your solution is built. | |
Cisco Packaged Contact Center Enterprise Features Guide | |
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 | |
Cisco Finesse | |
Cisco Customer Collaboration Platform | |
Cisco Unified Customer Voice Portal | |
Cisco Unified Intelligence Center | |
Cisco Virtualized Voice Browser |
Communications, Services, and Additional Information
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To get the business impact you’re looking for with the technologies that matter, visit Cisco Services.
To submit a service request, visit Cisco Support.
To discover and browse secure, validated enterprise-class apps, products, solutions and services, visit Cisco Marketplace.
To obtain general networking, training, and certification titles, visit Cisco Press.
To find warranty information for a specific product or product family, access Cisco Warranty Finder.
Cisco Bug Search Tool
Cisco Bug Search Tool (BST) is a web-based tool that acts as a gateway to the Cisco bug tracking system that maintains a comprehensive list of defects and vulnerabilities in Cisco products and software. BST provides you with detailed defect information about your products and software.
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.
You can create custom subscriptions for Cisco products, series, or software to receive email alerts or consume RSS feeds when new announcements are released for the following notices:
Cisco Security Advisories
Field Notices
End-of-Sale or Support Announcements
Software Updates
Updates to Known Bugs
For more information on creating custom subscriptions, see My Notifications at https://cway.cisco.com/mynotifications.
Documentation Feedback
To provide comments about this document, send an email message to the following address: contactcenterproducts_docfeedback@cisco.com
We appreciate your comments.
Conventions
This document uses the following conventions:
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boldface font | Boldface font is used to indicate commands, such as user entries, keys, buttons, folder names, and submenu names. For example:
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italic font | Italic font is used to indicate the following:
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| Window font, such as Courier, is used for the following:
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| Angle brackets are used to indicate the following:
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