Cisco Unified Contact Center Enterprise

Cisco Unified Contact Center Enterprise (Unified CCE) provides a VoIP contact center solution that enables you to integrate inbound and outbound voice applications with Internet applications, including real-time chat, Web collaboration, and email. This integration provides for unified capabilities, helping a single agent support multiple interactions simultaneously, regardless of the communications channel the customer has chosen. Because each interaction is unique and may require individualized service, Cisco provides contact center solutions to manage each interaction based on virtually any contact attribute. The Unified CCE deployments are typically used for large size contact centers and can support thousands of agents.

Unified CCE employs the following major software components:

Call Router

The Call Router makes all the decisions on how to route a call or customer contact.

Logger

The Logger maintains the system database that stores contact center configurations and temporarily stores historical reporting data for distribution to the data servers. The combination of Call Router and Logger is called the Central Controller.

Peripheral Gateway

The Peripheral Gateway (PG) interfaces to various “peripheral” devices, such as Unified CM, Cisco Unified IP Interactive Voice Response (Unified IP IVR), Unified CVP, or multichannel products. A Peripheral Gateway that interfaces with Unified CM is also referred to as an Agent PG.

CTI Server and CTI Object Server (CTI OS)

The CTI Server and CTI Object Server interface with the agent desktops. Agent desktops can be based on the Cisco Agent Desktop (CAD) solution, Cisco CTI Desktop Toolkit, or customer relationship management (CRM) connectors to third-party CRM applications.

Administration & Data Server

The Administration & Data Server provides a configuration interface as well as real-time and historical data storage.

The Cisco Unified CCE solution is based on the integration with Cisco Unified Communications Manager (Unified CM), which controls the agent phones. For deployments without Unified CM but with traditional ACD, use Cisco Unified Intelligent Contact Management Enterprise (Unified ICME) instead of Unified CCE.

The queuing and self-service functions are provided by Cisco Unified IP Interactive Voice Response (Unified IP IVR) or Cisco Unified Customer Voice Portal (Unified CVP) and are controlled by the Unified CCE Call Router.

Most of the Unified CCE servers are required to be redundant, and the redundant instances are referred to as side A and side B instances. For example, Call Router A and Call Router B are redundant instances of the Call Router component running on two different servers.

Unified CCE Software Components Description
CallRouter Makes all routing decisions on how to route a call or customer contact. Often just referred to as the “Router” in the context of Unified CCE components.
Logger The database server that stores contact center configuration data and temporarily stores historical reporting data for distribution to the data servers.
CTI Object Server (CTI OS) CTI interface for Agent Desktops.
Peripheral Gateway (PG) Interfaces to various peripheral devices, specifically to Unified CM, VRU (Unified IP IVR or Unified CVP), or Multichannel products (EIM and WIM for email and chat). The PG includes one or more Peripheral Interface Managers (PIMs) for the specific device interfaces.
Agent PG PG that has a Unified CM PIM.
Unified CM Peripheral Interface Manager (PIM) Part of a PG that interfaces to a Unified CM cluster by using the JTAPI protocol.
VRU PIM Part of a PG that interfaces to the Unified IP IVR or Unified CVP through the Service Control Interface (SCI) protocol.
MR PIM Part of a PG that interfaces to call center Multimedia products, specifically EIM and WIM for email and chat.
CTI Server Part of the PG that interfaces to CTI OS and provides an open CTI interface, which is useful for some server-to-server communications.
Network Interface Controller (NIC) Interfaces to the public switched telephone network (PSTN), which enables Unified CCE to control how the PSTN routes a call.
Administration & Data Server Configuration interface and real-time and historical data storage (for example, for reporting). There are several different deployment models described later in this chapter.
Administration Client Configuration interface. This component has a subset of the functionality of the Administration & Data Server. It is a lighter weight deployment because it does not require a local database and it is deployed to allow more places from which to configure the solution.
Cisco Unified Intelligence Center (Unified Intelligence Center) Provides web browser-based real-time and historical reporting. Unified Intelligence Center also works with other Cisco Unified Communications products.

The combination of CallRouter and Logger is called the Central Controller. When the CallRouter and Logger modules run on the same server, the server is referred to as a Rogger. When the CallRouter, Logger, and Peripheral Gateway modules run on the same server, the server is referred to as a Progger. In lab environments, the system Administration & Data Server can also be loaded onto the Progger to create a server known as a Sprawler configuration; however, this configuration is approved only for lab use and is not supported in customer production environments.