PCCE BK A0CE0252 00 DesignGuide-10Book

Cisco Packaged Contact Center Enterprise Design Guide, Release
10.0(1)
First Published: December 12, 2013
Last Modified: March 31, 2014
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CONTENTS
Preface Preface vii

Change History vii
About This Guide vii
Audience viii
Organization of This Guide viii
Related Documents viii
Documentation and Support ix
Field Alerts and Field Notices ix
Documentation Feedback ix
Conventions ix
CHAPTER 1 Introduction 1
Overview of Packaged CCE (CCE PAC M1) 1
Solution Topology 3
CCE PAC M1 Option and Feature Support 5
Integrated Options and Features Available on Host Servers 5
Optional Features That Can Be Installed on Separate Servers 5
Cisco SolutionsPlus 6
Features Supported with Restrictions 6
Options and Features Not Currently Supported 8
CHAPTER 2 System Requirements and Server Configuration 11

Hardware Requirements for C Series 11
Open Virtualization Files 12
VMware Hosting 12
Software 12
Cisco Systems Contact Center Components 12
Cisco Packaged Contact Center Enterprise Design Guide, Release 10.0(1)

iii
Contents
Third-Party Software 12
Supported Browsers 13
Automation Tools 13
Base Configuration and Utility Tools 14
Side A Server Component Configurations 15
Side B Server Component Configurations 15
Software Licenses 16
Fault Tolerance 17
Local and Wide Area Network Communications 17
Network Configuration and QoS 18
Data Backup 18
NTP and Time Synchronization 18
CHAPTER 3 Configuration Limits 21

Packaged CCE Component Capacity 21
Load Capacity 24
Outbound Option Capacity 25
CHAPTER 4 Features and Functions 27

Administration Tools 27
Agent and supervisor 28
Call Flows 28
CRM Integration 28
Desktop and Desktop Customization 28
Recording 29
Silent Monitoring 29
Reporting 29
Unified Intelligence Center Reporting 29
Unified CVP Reporting 31
Remote Office Options 32
Third-party integration 32
Database Integration 32
Voice Infrastucture Requirements 32
Codecs 32
G.711 Audio Codec Support 32

iv
Contents
Conferences 33
Cisco Unified Border Element 33
Unified Communications Manager 33
IVR and Queuing 34
Gateways 34
Suggested Gateway Profiles 34
Number of Devices 35
Phones 36
Transfers 36
Virtualization for Packaged CCE 37

v
Contents

vi
Preface
Change History, page vii
About This Guide, page vii
Audience, page viii
Organization of This Guide, page viii
Related Documents, page viii
Documentation and Support, page ix
Field Alerts and Field Notices, page ix
Documentation Feedback, page ix
Conventions, page ix
Change History
This table lists changes made to this guide and gives the dates those changes were made. Earliest changes
appear in the bottom rows.
Change Date
Initial release 06/18/2014
About This Guide

This guide lists the configuration and capacity boundaries of Cisco Packaged Contact Center Enterprise
(Packaged CCE)a solution deployment for delivering Cisco Unified Contact Center Enterprise in a virtualized
environment. Packaged CCE requires strict adherence to configuration and capacity rules. It is mandatory to
follow all requirements stated in this document.

vii
Preface
Audience
This guide specifies all supported configurations and versions for the current release of Cisco Packaged Unified
Center Enterprise. The information in this guide supersedes compatibility information in any other Packaged
CCE documentation. If a configuration or version is not stated, that configuration or version is not supported.
Attention These specifications are for the most current Maintenance Release of Packaged CCE. This document
assumes that you are installingor upgrading tothe latest Maintenance Release.
Audience
This document is prepared for system engineers and partners.
Organization of This Guide

This guide is organized as follows:
Chapter
Chapter 1 Introduction, on page 1: an overview of the Packaged CCE solution, its components,
and its supported features.
Chapter 2 System Requirements and Server Configuration , on page 11: hardware and software
requirements, fault tolerance, and network configuration.
Chapter 3 Configuration Limits, on page 21: configuration limits and capacity.
Chapter 4 Features and Functions, on page 27, in alpha order, from Administration tools to
Virtualization.
Related Documents
Subject Link
Packaged Contact Center Enterprise http://www.cisco.com/en/US/products/ps12586/tsd_
products_support_series_home.html
Unified Contact Center Enterprise http://www.cisco.com/en/US/products/sw/custcosw/
ps1844/tsd_products_support_series_home.html
Unified Communications Manager http://www.cisco.com/en/US/products/sw/voicesw/
Unified Intelligence Center http://www.cisco.com/en/US/products/ps9755/tsd_
Cisco Finesse http://www.cisco.com/en/US/products/ps11324/tsd_

viii
Preface
Documentation and Support
Subject Link
Customer Voice Portal http://www.cisco.com/en/US/products/sw/custcosw/
For information related to the CCE PAC M1 deployment, see the current Design Guides for Unified CCE and
for Unified CVP. While this document takes precedence overand overridesthese two guides, some
elements are common:
Cisco Unified Contact Center Enterprise Design Guide: http://www.cisco.com/en/US/products/sw/
custcosw/ps1844/products_implementation_design_guides_list.html.
Cisco Unified Customer Voice Portal (CVP) Solution Reference Network Design (SRND): http://
www.cisco.com/en/US/products/sw/custcosw/ps1006/tsd_products_support_series_home.html.
Documentation and Support

To download documentation, submit a service request, and find additional information, see What's New in
Cisco Product Documentation at: http://www.cisco.com/en/US/docs/general/whatsnew/whatsnew.html.
You can also subscribe to the What's New in Cisco Product Documentation RSS feed to deliver updates
directly to an RSS reader on your desktop. The RSS feeds are a free service. Cisco currently supports RSS
Version 2.0.
Field Alerts and Field Notices

Note that Cisco products may be modified or key processes may be determined important. These are announced
through use of the Cisco Field Alert and Cisco Field Notice mechanisms. You can register to receive Field
Alerts and Field Notices through the Product Alert Tool on Cisco.com. This tool enables you to create a profile
to receive announcements by selecting all products of interest.
Log into www.cisco.com; then access the tool at: http://www.cisco.com/cisco/support/notifications.html
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:

ix
Preface
Conventions
Convention Description
boldface font Boldface font is used to indicate commands, such as user entries, keys, buttons,
and folder 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.
For emphasis. Example: Do not use the numerical naming convention.
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.
A character string that the user enters but that does not appear on the window
such as a password.

x
CHAPTER 1
Introduction
Overview of Packaged CCE (CCE PAC M1), page 1
Solution Topology, page 3
CCE PAC M1 Option and Feature Support, page 5
Overview of Packaged CCE (CCE PAC M1)

Packaged CCE supports 1000 agents and delivers Cisco Systems contact center components on a single pair
of duplexed Unified Computing System (UCS) servers, referred to as the Side A Host and the Side B Host.
These components are deployed as on-box Virtual Machines (VMs) that are described by OVA files downloaded
from Cisco Systems, Inc.
The Packaged CCE VMs provide the essential set of contact center functionalitycall 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, CCE PAC M1 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 Web Administrationa streamlined, browser-based
administration interface for configuring the system and monitoring its health.
The CCE PAC M1 deployment supports on-box virtual machines (VMs) for the following products. Nothing
can be installed other than what is in this table.
VM Required? Notes
Cisco Unified Contact Center Yes Installed as two CCE Call Server VMs (one on the Side A
Enterprise (Unified CCE) Host and one on the Side B Host) and two CCE Data Server
VMs (one on Side A and one on Side B).
Cisco Unified Customer Voice Yes Installed as two CVP Call/VXML servers on Side A, two
Portal (Unified CVP) on Side B, and one on Side A.
Cisco Unified Intelligence Center Yes Installed as a Publisher node on Side A and one Subscriber
node on Side B.

1
Introduction
Overview of Packaged CCE (CCE PAC M1)
VM Required? Notes
Cisco Finesse Yes Installed as a Primary node on Side A and one Secondary
node on Side B.
Important You must install Finesse as on-box VMs, even
if you do not intend to use the Finesse desktop.
Cisco Unified CVP Reporting No Used for the Courtesy Callback feature and VXML reporting.
Server You have the option to install the CVP Reporting Server as
an on-box VM on Side B or to connect to an external CVP
Reporting Server.
Cisco Unified Communications Yes Unified CM is required as either three on-box VMs or as a
Manager networked external Unified CM Publisher that connects with
Subscribers.
On-box Unified CM is installed as a Publisher and a
Subscriber node on Side A and a second Subscriber node
on Side B.
External Machine Notes

Cisco Unified Communications Manager or Cisco Optionally, Packaged CCE may connect to an existing
Business Edition 7000 external cluster instead of using the on-box cluster.
Use the 7500-User VM Configuration or larger for
Subscriber nodes on an external/existing cluster.
Cisco Unified Email Interaction Manager/Web Required for email and web collaboration
Interaction Manager management.
If you install EIM/WIM on a separate server,
download the OVA that is appropriate for your
EIMWIM deployment size. Go here to download the
OVA.
External AW-HDS-DDS Add up to two if you need additional HDS reporting

data retention or if you need to connect to any
third-party application for database access, such as
Workforce Management applications.
Go here and navigate to download the 10.0 OVA.
Select the AW-HDS-DDS template.
Cisco MediaSense Provides recording, playback, live streaming, and

storage of media, including audio and video, to
improve customer care.
Cisco Unified CVP Reporting Server Required for VXML reporting for the A side CVP
Call Servers if Packaged CCE is split over a WAN.
Courtesy Callback only uses the B side CVP
Reporting Server, even when deployed over a WAN
from the A side.

2
Introduction
Solution Topology
External Machine Notes

Cisco SocialMiner Required for the Agent Request feature and for social
media management.
Related Topics
Solution Topology, on page 3
Unified Communications Manager, on page 33
Unified CVP Reporting, on page 31
Solution Topology
This figure shows the location of the virtual machines on Side A and on Side B in a deployment in which the
Unified Communications Manager publisher and subscribers are installed as on-box virtual machines on
the Side A and Side B hosts.
If you configure an external Unified Communications Manager, Side A will not have the Unified CM Publisher
or Unified Communications Manager Subscriber 1. Side B will not have the Unified Communications Manager
Subscriber 2.

3
Introduction
Solution Topology
The features depicted in the two boxes above have been fully qualified for Packaged CCE and are documented
in the Packaged CCE Features guide at http://www.cisco.com/en/US/products/ps12586/prod_maintenance_
guides_list.html.

4
Introduction
CCE PAC M1 Option and Feature Support
CCE PAC M1 Option and Feature Support

This section lists the options and features that are supported in the CCE PAC M1 deployment of Packaged
CCE, the features that are supported with restrictions, and the features that are not currently supported.
Integrated Options and Features Available on Host Servers

The VMs that are installed on the Side A and Side B servers enable these options and features:
Agent Greeting
Congestion Control
Courtesy Callback
Database integration through Unified CVP
Live Data
Location-based Call Admission Control (CAC)
Outbound Option
Post call survey
Precision Routing
Support for back-office phones
Unified Communications Manager-based Silent Monitoring
Unified CVP reporting
Whisper Announcement
Optional Features That Can Be Installed on Separate Servers

These features are available on separate servers on the same network:
Agent Requestrequires SocialMiner
All Events clients (Recording, Wallboards, Workforce Management)
Automatic Speech Recognition and Text-To-Speech (ASR/TTS)
Customer Relationship Management (CRM)
External AW-HDS-DDS for extended data retention period or 3rd party access, such as Workforce
Management application
Integration with existing Unified Communications Manager
MediaSense
MultichannelCisco Unified E-Mail Interaction Manager and Cisco Unified Web Interaction Manager
CTI OS-based Silent Monitor (required for SPAN-based silent monitoring only)

5
Introduction
Features Supported with Restrictions
Cisco SolutionsPlus
Packaged CCE supports the following applications:
OnQ Campaign Management Solution
B+S CRM Connector for SAP, Siebel or Salesforce
eGain Solutions Plus
Nuance for CVP
Nice Interaction Management Solution for Cisco MediaSense
Calabrio Recording Applications for Cisco MediaSense
Note Packaged CCE does not support Exony VIM.

These features and functions are supported with some restrictions, as noted.
Feature Supported Not supported

CTI OS Security off Security on
Mobile Agent Nailed up Call-by-call
Solutions Plus Applications supported by Unified CCE: Exony VIM

OnQ Campaign Management
Solution
B+S CSM Connector
eGain Solutions Plus
Nuance for CVP
Nice Interaction Management
Solution for Cisco MediaSense
Calabrio Recording Applications
for Cisco MediaSense -

6
Introduction
Voice Infrastructure Supported Not supported

Codecs For IVR: G.711 u-law and G.711 a-law iSAC
For agents: G.711 u-law, G.711 a-law. iLBC
G.729, and G.729a Mixed codecs for Mobile Agent.
Remote and Local ports must use
the same codec.
Mixed codecs for CVP prompts.
CVP prompts must all use the same
codec.
Back-office and agent All voice requirements. When there is contact-center

devices on external Unified interaction, use of different codec
Communications Manager as external agent devices.
Unified Communications Manager
Cross Cluster Mobility feature.
Media Resources These gateway-based media resources are These Unified Communications
supported: Manager-based (Cisco IP Voice
Media Streaming Application)
Conference bridges media resources are not supported:
Transcoders and Universal
Conference bridges
Transcoders
MTPs
Hardware and IOS Software MTPs
Music on hold UnicastUnified Communications Multicast

Manager Subscriber source only
This sizing applies to agent node only, for
both agent and back-office devices, with
all agent devices on the same node pair.
Protocol Session Initiation Protocol (SIP) over SIP over User Datagram Protocol
Transmission Control Protocol (TCP) (UDP), H323, Media Gateway
Control Protocol (MGCP)
Secure SIP to SIP signaling
Secure RTP (SRTP)

7
Introduction
Options and Features Not Currently Supported
Voice Infrastructure Supported Not supported

Proxy High Availability (HA) and load balancing Cisco Unified SIP Proxy is not
are achieved using these solution supported for any call flow, except
components: for Outbound Option Dialer.
Time-Division Multiplexing (TDM)
Gateway and Unified
Communications Manager, which
use the SIP Options heartbeat
mechanism to provide High
Availability.
Unified CVP servers, which use the
SIP server group and SIP Options
heartbeat mechanism to perform
High Availability and load balancing.
Cisco Unified SIP Proxy is supported for

Outbound Option only - specifically from
the Dialer.
Related Topics
Voice Infrastructure Requirements
Load Capacity, on page 24
Outbound Option Capacity, on page 25

At this time, the following Unified CCE solution options and features are not supported in the Packaged CCE
(CCE PAC M1) deployment.
Note This is not an exhaustive list. As a rule, if an option or feature is not mentioned in this document, it is not
supported in this deployment. Non-Contact Center Cisco Unified Communication applicationssuch as
Unity Connection or third-party applications such as CRM and recordingmay be deployed on external
servers if the hardware, co-residency, and support requirements are for each application residing on that
server. Refer to the documentation for each external application for that guidance.
Automated Call Distribution (ACD)

Cisco Agent Desktop
Cisco Agent Desktop Browser Edition
Cisco Business Edition 6000
Cisco Unified Contact Center Management Portal (Unified CCMP)
Unified CVP Call Director

8
Introduction
Cisco Intelligent Contact Management (ICM) to ICM Gateway

CTI OS Security
Dialed Number Plan (DNP)
Exony VIM
ICM Application Gateway
ICM DB Lookup
Parent Child
Remote Silent Monitoring (RSM)
RTMT Analysis Manager Analyze Call Path
Time-Division Multiplexing (TDM) (third-party legacy Automatic Call Distribution integration)
Translation Route
Cisco Unified IP IVR; third-party Interactive Voice Response (IVR) applications
Video

9
Introduction

10
CHAPTER 2
System Requirements and Server Configuration
Hardware Requirements for C Series, page 11
Open Virtualization Files, page 12
VMware Hosting , page 12
Software, page 12
Side A Server Component Configurations, page 15
Side B Server Component Configurations, page 15
Software Licenses, page 16
Fault Tolerance, page 17
Local and Wide Area Network Communications, page 17
Network Configuration and QoS, page 18
Data Backup, page 18
NTP and Time Synchronization, page 18
Hardware Requirements for C Series

The Packaged CCE deployment at the customer site must run in a duplexed environment with a pair of Unified
Computing System (UCS) servers. These servers are referred to as Side A Host and Side B Host.
Packaged CCE now supports both the Unified Computing System (UCS) C240 M3S TRC#1 and C260 M2
TRC#1 servers for existing deployments. Only the UCS C240 M3S TRC#1 is available for new Packaged
CCE orders.
C240 M3S: http://docwiki.cisco.com/wiki/UC_Virtualization_Supported_Hardware#C240_M3S_.28SFF.29_
TRC.231
C260 M2: http://docwiki.cisco.com/wiki/UC_Virtualization_Supported_Hardware#C260_M2_TRC.231

11
Open Virtualization Files
Open Virtualization Files

Open Virtualization Format files, packaged as OVAs, define the basic structure of the VMs that are created.
This includes the CPU, RAM, disk space, reservation for CPU, and reservation for memory.
OVA files for Packaged CCE are contained in the CCE-PAC-M1-OVA-v10x.zip file at Cisco.com.
VMware Hosting
ESXi 5.1 with VM Version 8 is required.
Software
Cisco Systems Contact Center Components
Component Major Release Version Operating System
Unified Contact Center 10.0 and later maintenance Microsoft Windows
Enterprise releases
Unified Customer Voice Portal 10.0 and later maintenance Microsoft Windows
releases
Unified Communications Unified CM 10.0(1) and later Linux-based Unified Communications

Manager maintenance releases Operating System
Unified CM 9.1(1) and later
maintenance releases
Unified Intelligence Center 10.0 and later maintenance Linux-based Unified Communications
releases Operating System
Cisco Finesse 10.0 and later maintenance Linux-based Unified Communications

releases Operating System
Optional:
Cisco Unified E-Mail Interaction Manager/Web Interaction Manager - 9.0 and later maintenance releases
Cisco SocialMiner - 10.0 and later maintenance releases
Cisco MediaSense - 10.0 and later maintenance releases
Third-Party Software
This section lists third-party software required to deliver virtualized Contact Center modules.

12
Supported Browsers
Note Third-party software requirements are for both golden templates and direct installs.
Software Version Notes

Microsoft Windows Server Service Pack 1 Used for:
2008 R2 Standard Edition
Unified CCE Call Server
Unified CCE Data Server
Unified CVP Call/VXML Server
Unified CVP OAMP Server
Unified CVP Reporting Server
Note Windows Server 2008 Remote

Desktop is not supported for
software installation or upgrade.
Microsoft SQL Server 2008 Service Pack 2 Used for Unified CCE Data Server.
R2 x64 Standard Edition
Antivirus One of: Required for all applications that run on

the Windows platform.
Symantec Endpoint
Protection 12.1
Trend Micro Server Protect
version 5.8
McAfee VirusScan
Enterprise 8.8i
Supported Browsers
These browsers are supported for Release 10.0:
Microsoft Internet Explorer 9
Mozilla Firefox 24 and later
Automation Tools
Download and then install the following tools on the client from which the automation will be run.

13
Base Configuration and Utility Tools
Software Version Download

GoldenTemplateTool zip file 10.0(1) Go to http://cisco.com/en/US/products/ps12586/tsd_products_support_
series_home.html.
Click Download Software.
Then select Packaged Contact Center Enterprise Deployment Scripts.
PowerCLI 5.0, 32-bit http://downloads.vmware.com/d/details/pcli50/dHRAYnQlKmpiZHAlJQ==
OVF tool 32-bit https://my.vmware.com/group/vmware/

details?downloadGroup=OVFTOOL350&productId=353
WinImage 8.5, 32-bit http://winimage.com/download.htm.

Note WinImage is shareware. If you choose to not purchase a licensed
copy, you will see pop-ups when you run this tool. Clicking No
at the pop-ups allows you to proceed.
Microsoft Excel Release 2003 or later --
Base Configuration and Utility Tools
Software Notes Download

CCEPACM1BaseConfig10x.zip This software automatically configures certain Go to the Download Software page at http:/
elements needed for every PCCE deployment /software.cisco.com/download/
type.html?mdfid=284360381&i=rm.
Click the link for Configuration Scripts.
Then select the zip file for the Base
Configuration script.
Domain_Update_Tool.zip This tool is required after installing the base Go to the Download Software page at http:/
configuration to modify the domain name stored /software.cisco.com/download/
in the database. type.html?mdfid=284360381&i=rm.
Click the link for Configuration Scripts.
Then select the utility to modify the
domain name.

14
Side A Server Component Configurations
Side A Server Component Configurations

Components vCPU* RAM HDD (in GB) CPU Virtual Network RAM Reservation (in MB)
(in GB) Reservation (in Adapter Type
MHz)
Unified CCE Call 4 8 80 5000 VMXNet3 8192
Server
Unified CCE Data 4 8 80 + 750 5100 VMXNet3 8192

Server
Unified CVP Server 4 4 150 1800 VMXNet3 4096

1A

2A
Finesse 4 8 146 8000 E1000 8192
Unified CVP OAMP 1 4 80 no reservation VMXNet3 no reservation made

Server made
Unified Intelligence 4 10 146 900 Flexible 10GB (10240MB)

Center Publisher
Unified 2 6 110 3600 VMXNet3 6144

Communications
Manager Publisher
Unified 2 6 110 3600 VMXNet3 6144

Communications
Manager Subscriber
1
* vCPUs are oversubscribed by design.
Side B Server Component Configurations

Components vCPU* RAM (in HDD (in GB) CPU Reservation Virtual Network RAM Reservation (in MB)
GB) (in MHz) Adapter Type
Unified CCE Call 4 8 80 5000 VMXNet3 8192
Server

15
Software Licenses
Components vCPU* RAM (in HDD (in GB) CPU Reservation Virtual Network RAM Reservation (in MB)
GB) (in MHz) Adapter Type
Unified CCE Data 4 8 80 + 750 5100 VMXNet3 8192
Server

1B

2B
Unified CVP 4 4 72 + 438 no reservations VMXNet3 no reservations made

Reporting Server made
(optional)
Finesse 4 8 146 8000 E1000 8192
Unified Intelligence 4 10 146 900 Flexible 10GB (10240MB)

Center Subscriber
Unified 2 6 110 3600 VMXNet3 6144

Communications
Manager Subscriber
2
* vCPUs are oversubscribed by design.
Software Licenses
Software License Quantity Included Required? Details
or PAK with
Packaged
CCE license
SKU?
Unified CVP 4 PAKs Yes Yes 1 PAK for each of the four required Unified CVP Call/VXML
Servers
Unified 1 PAK Yes Yes 1 PAK to be applied to the Unified Intelligence Center Publisher
Intelligence Center on Side A.
Unified Call Studio 2 PAKs Yes Yes 1 PAK for each Unified Call Studio workstation.
Unified CVP 1 or 2 No No Maximum of 2 additional Unified CVP PAKs for each optional
Reporting Server PAKs Unified CVP Reporting Server.

16
Fault Tolerance
Software License Quantity Included Required? Details

or PAK with
Packaged
CCE license
SKU?
Microsoft 9 -10 No Yes 1 Virtual OS license for each of the required Unified CCE Call and
Windows Server licenses Data Servers = 4 licenses.
2008 R2 1 Virtual OS license for each of the 4 required Unified CVP
Call/VXML Servers = 4 licenses.
1 Virtual OS license for the Unified CVP OAMP Server = 1 license.
1 additional Windows Server Virtual OS license for an optional
Unified CVP Reporting Server.
Note For more information on Microsoft Windows Server
Licensing options, please contact Microsoft or your
authorized Microsoft reseller.
Microsoft SQL 2 licenses No Yes 1 license for each Data Server.
Server 2008
VMware vSphere 4 licenses No Yes 2 licenses for the server on Side A and 2 licenses for the server on
Standard or Side B.
Enterprise ESXi 1 license per CPU in each server. Each server has 2 CPUs.
5.x
VMware vCenter 1 license No No Needed by partners who use the Packaged CCE Golden Template
5.x cloning process.
Fault Tolerance
Packaged Contact Center Enterprise uses two servers to run the core applications components in duplex
(synchronized) operation. This gives the contact center site survivability and recovery in most failure scenarios.
Packaged CCE does not support simplex (single-server) deployments, outside of lab mode.
Router and PG co-location on a single physical server (one per side) requires a high level of network fault
tolerance to avoid a double failure. A double failure is the loss of both the Visible and Private network
connectivity to the host server, causing a potentially serious degradation in call routing. Recovery from double
failure requires manual intervention.
Local and Wide Area Network Communications

Due to the use of VMware virtual switch (vSwitch) and the nature of the fault and recovery mechanism, Cisco
Systems requires Vmware NIC Teaming to connect to redundant physical switches for the Packaged CCE
public and private networks. See thePackaged CCE Installation and Upgrade Guide for more on this design.

17
Network Configuration and QoS
Network uplink designs other than that detailed in the Packaged CCE Installation and Upgrade Guide may
expose the applications to unexpected fault scenarios that impact the recovery and/or operation of the Contact
Center.
This fault tolerant design specifies use of two VMware vSwitches, one each for the Packaged CCE public
and private network VLANs. Each vSwitch in turn has one Active and one Standby vmnic. Each Active/Standby
pair should be split across physical NIC adapters (for example, Active onboard/Standby on add-in card). These
four vmnic's may connect up to as few as two physical switches, or to as many as eight. The intention of the
uplinks is to ensure that no single failure (physical NIC card, cable, physical switch) causes the loss of both
the public and private network communications at the same time, or the loss of both the Active and Standby
for the same vSwitch at the same time.
Note VMware and server management vSwitch should also be configured separately for enterprise management
separate from either the public or private network communications paths, following VMware best practices.
Campus LAN, Metro Area Network (MAN) and Wide Area Network (WAN) (all considered WAN from
here) split Packaged CCE deployments require a highly available Visible network communications between
those data centers. These data centers must also have dedicated or shared Packaged CCE Private network
communications path in a topology such that no single point of failure within that data center and WAN
infrastructure results in the loss of both the Packaged CCE Visible and Private network communications for
more than 500ms.
Latency Requirements
Network Maximum Round Trip Time Supported
Visible 400 ms
Private 100 ms
Network Configuration and QoS

Your Wide Area Network must support QoS. For details, refer to the Bandwidth Provisioning and QoS
considerations section in the Cisco Unified Contact Center Enterprise Design Guide: http://www.cisco.com/
en/US/partner/products/sw/custcosw/ps1844/products_implementation_design_guides_list.html.
Data Backup
Data backup tools must be run during a scheduled maintenance window. If you use local SQL backups, make
sure that the local machine has sufficient capacity. If not, back up to remote storage on the network.
NTP and Time Synchronization

Packaged CCE requires that all parts of the solution have the same time. While time drift occurs naturally, it
is critical to configure NTP to keep solution components synchronized. To prevent time drifts on Live Data
reports, the NTP settings on the Data Server VMs, the Call Server VMs, and on the Cisco Unified Intelligence
Center Publisher and Subscriber VMs must be synchronized.

18
Refer to the Installation and Upgrade guide for details: http://www.cisco.com/en/US/products/ps12586/prod_

installation_guides_list.html

19

20
CHAPTER 3
Configuration Limits
Packaged CCE Component Capacity, page 21
Load Capacity, page 24
Outbound Option Capacity, page 25
Packaged CCE Component Capacity

For components used by both Unified CCE and by Packaged CCE, this table shows the Packaged CCE capacity.
The Active column is relevant only for components that are constrained by routing limits.
Feature/Component Active Maximum configured / Notes

Agents 1000 6000

21

Web Interaction Manager/E-Mail Interaction 250 Included in maximum 1000 concurrent agents
Manager Agents
Mobile Agents 250 Included in maximum 1000 concurrent agents

Note that the CTI ports on Unified
Communications Manager cannot exceed 500.
(250 LCP ports and 250 RCP ports.)
Agents available for Agent Request 100 Included in maximum 1000 concurrent agents
Outbound Agents Any of the 1000 active agents can be used for
Outbound Option. However, the number of
agents that can be kept busy depends of the
following factors:
lines per agent
dialing mode
hit rate
talk time
Supervisors 100 (included in 600 (included in maximum 6000 agents

maximum 1000
concurrent agents)
Agents per Team 50
Supervisors per Team 50
Attributes per System 10,000
Attributes per Agent 50
Bucket Intervals 1000
Bulk Jobs 200
Call Types 500 1000
Call Type skill groups per interval 1000
Departments 50
Departments per Administrator 10
Desk Settings 1000

22

Dialed Numbers (External Voice) 1000
Dialed Numbers (Internal Voice) 1000
Dialed Numbers (Multichannel) 500
Dialed Numbers (Outbound Voice) 500
Expanded Call Variables (persistent) 20 You can create any number of Expanded Call
Variables within the 2000-Byte system
capacity.
There can be no persistent array variables.
Network VRU Scripts 1000
Number of Script Versions 100
Precision Queues (PQs per System) 2000
Precision Queues: Steps per System 5000
Precision Queues: Steps per Precision Queue 10
Precision Queues: Unique Attributes per Precision Queue per 5

Precision Queue
Queues per Agent (Skill Groups and Precision Queues 15

combined)
Reason Codes 100
Reporting: Cisco Unified Intelligence Center Reporting Users 100
Reporting: Finesse Reporting Users All logged-in Finesse users can use LiveData
reports
Routing Scripts 500 1000
Skill Groups 3000
Skill Group statistics refresh rate 10 seconds (Default)
Roles 30
Teams 600
Teams per Agent 1

Teams per Supervisor 20

23
Load Capacity
Related Topics
Unified Intelligence Center Reporting, on page 29
Load Capacity
Feature/Component Maximum configured / Notes
Conferences 75 simultaneous active conferences or 2250 Busy Hour Call
Attempts.
This sizing applies to agent node only, for both agent and
back-office devices, with all agent devices on the same node pair.
When this state of the call ends, the call is counted as a normal
call.
Maximum call load for Agents 30 calls per hour per agent or 30,000 Busy Hour Call Attempts
enforced by Congestion Control
Maximum load for WIM/EIM Agents 12 e-mails per hour per agent
10 chats per hour per agent
Music on Hold (Hold/Resume) 225 active calls on hold or 6750 Busy Hour Call Attempts
call.
Transfers 150 simultaneous active transfers or 4500 Busy Hour Call

Attempts
This sizing applies to agent node only, for both agent and
back-office devices, with all agent devices on the same node pair.
call.
Unified CVP The maximum number of Unified CVP ports supported by the
CCE PAC M1 deployment is 1800, based on gateway profile.
The sum of calls at agent and calls queued (IVR ports) cannot
exceed 1800.
Each Unified CVP is configured to share the load and handle up
to 450 ports.
During a failover scenario, the operational Unified CVPs double
their load-sharing to handle up to 900 ports.

24
Outbound Option Capacity

Cisco Unified Border Element While configuring Cisco Unified Border Element, ensure that you:
Disable the CPA on the terminating network or voice
gateway when the Cisco Unified Border Element is
connected to the voice gateway or any other terminating
network.
Configure the three dial-peers in the Cisco Unified Border
Element. The dial-peers are used for:
incoming calls from the dialer.
outgoing calls to the terminating network from the
Cisco Unified Border Element.
calls to be routed to the Cisco Unified Communications
Manager.
Issue the following commands globally to configure the

Cisco Unified Border Element:
no supplementary-service sip refer
supplementary-service media-renegotiate
Dialer per system 1 on each side, with only one 1 active

Dialer type: only SIP Dialer supported
Gateways and SIP Outbound Dialer Ports In a Packaged CCE deployment, you can be connected to only
one gateway OR you can use SIP Proxy to connect to multiple
gateways. In either case, the maximum number of configured
dialer ports is 500.
Gateway Redundancy Each dialer can connect to one gateway. Gateway redundancy is
as follows:
If the Voice Gateway on Side A is down, Dialer B will take
over and use Voice Gateway B.
If the Voice Gateway on Side B is down, Dialer A will take
over and use Voice Gateway A.
Number of Agent and IVR Campaigns 100 (Includes Agent and IVR Campaigns)
Port Throttle 10

25

Proxy/Cisco Unified SIP Proxy (CUSP) CUSP is supported with Outbound Option Dialer for managing
multiple egress gateways.

26
CHAPTER 4
Features and Functions
Administration Tools, page 27
Agent and supervisor, page 28
Reporting, page 29
Remote Office Options, page 32
Third-party integration, page 32
Voice Infrastucture Requirements, page 32
Virtualization for Packaged CCE, page 37
Administration Tools
This table lists the administration tools available for Packaged CCE, CCE PAC M1.
Tool Supported
Provisioning
Unified CCE Configuration tools
Unified CVP Operations Console
Unified CCE Web Administration
Service Creation Environment

Script Editor
Call Studio
Serviceability
Cisco Unified Real-Time Monitoring Took (RTMT) Analysis
Manager Diagnosis
System Command Line Interface (CLI)

27
Agent and supervisor
Agent and supervisor

Call Flows
Packaged CCE supports calls that originate at Cisco Unified Customer Voice Portal.
Packaged CCE supports SIP REFER transfer to send calls back to the public switched telephone network
(PSTN) or to other SIP destinationsbut not to transfer calls within Packaged CCE and to other agents. After
a SIP REFER, Packaged CCE determines that the call has ended and retains no further control over the call.
Note Translation routes are not supported in Packaged CCE.
Related Topics
CRM Integration
Customer Relationship Management (CRM) integration with Packaged CCE is allowed with a Finesse API
or the CTI OS Toolkit.
You can integrate with CRM using the following methods:
CRM iFrame in the Finesse container. This method is simple and easy but does not provide deep CRM
integration.
Third-party gadget in the Finesse container. This method achieves full CRM integration but requires
custom development using third-party and Finesse APIs.
Finesse gadgets in a CRM browser-based desktop. This method provides lightweight integration into
the CRM application.
Finesse Web API or CTI OS APIs or the CTI Server protocol to integrate into a CRM application. This
method provides deep CRM integration but requires custom development.
CRM connectors that are sold through the Cisco Solution Plus program.
Desktop and Desktop Customization

Supported are:
Finesse, which can be customized by Finesse APIs
CTI OS desktop, which can be customized by:
.NET
Java CIL
Win32

28
Recording
Recording
Packaged CCE supports both of the following:
Unified Communications Manager-based (Built In Bridge)preferred. This requires a third-party
Recording Server.
SPAN (Silent Monitoring Server) for Mobile Agent.
Silent Monitoring
Packaged CCE supports either, but not both, of the following:
Unified Communications Manager-based (Built In Bridge)
SPAN for Mobile Agent
Note If Unified Communications Manager-based silent monitoring is configured, mobile agents cannot be
monitored.
A separate Silent Monitoring Server is required for SPAN-based silent monitoring to monitor mobile
agents.
Reporting
Unified Intelligence Center Reporting
Reporting Data sources
The default deployment pulls Unified Intelligence Center data from the Logger database on the CCE Data
Server, where real-time, historical and call detail data are stored. Retention is 400 days for historical data and
40 days for call detail data.
You have the option to generate historical summary reports at 15-minute intervals or at 30-minute intervals.
If you need a longer retention period or additional reporting users, or if you intend to connect a third-party
application to access reporting data, such as a Workforce Management application, you have the option to
install the Administration Server, Real-Time and Historical Data Server, Detail Data Server (AW-HDS-DDS)
on a maximum of two separate servers.
Note To adhere to Packaged CCE specifications, the logger database is pre-sized at 665GB / 400 days when
the logger is configured during installation.

29
Unified Intelligence Center Reporting
Reporting Data Source Supported Applications Retention Period on Retention Period on

Logger Historical Data Server
Logger on CCE Data Cisco Unified Intelligence The logger database N/A: No HDS is installed.
Server Center is the only retention period is 400
supported reporting days (13 months) of
application. historical summary data
and 40 days (five weeks)
of Termination Call
Detail (TCD) and Route
Call Detail (RCD)
records.
Refer to the Cisco
Packaged Contact Center
Enterprise Installation
and Upgrade guide at for
information on using
Unified CCE Web Setup
to modify the Database
Retention Configuration
table.
External AW-HDS-DDS The logger database The standard Unified

Cisco Unified retention period is 30 CCE retention period for
Intelligence Center days (1 month) of the HDS is 1095 days.
External historical summary data
applications, as and 14 days (two weeks)
referenced in the of call detail data.
SRND. These There is no need for
include: extended retention on the
Third-party logger when you are
reporting using an external HDS.
applications
Third-party
Workforce
Management
applications
Report Load per User

Each reporting user can run four concurrent real-time reports and two historical reports.
Real-Time reports contain 100 rows.
Historical reports contain 2000 rows.

30
Unified CVP Reporting
Total Reporting Users

When the Packaged CCE Data Servers are the data source for Cisco Unified Intelligence Center, a maximum
of 100 concurrent reporting users are supported across the Unified Intelligence Center pair.
For the Live Data Agent Real Time and Agent SkillGroup Real Time reports, support is for 100 Intelligence
Center reporting users as well as 1000 Finesse Reporting users.
If an external AW-HDS-DDS is added to the Packaged CCE deployment and used as the data source for Cisco
Unified Intellgence Center, a maximum of 200 concurrent reporting users are supported across the Unified
Intelligence Center pair.
Unified CVP Reporting

You can set up a virtual machine (VM) for the CVP Reporting Server on Side B. You can also add one external
CVP Reporting Server on the same network as Side A.
The number and location of Unified CVP Reporting Servers you deploy are based on how you intend to use
the Courtesy Callback feature and VXML Reporting.
LAN WAN Requires CVP Reporting Server Requires External CVP Reporting
on Side B Server on Side A
Courtesy Callback yes yes yes no
feature only
VXML reporting yes yes no
only (LAN)
VXML reporting yes yes yes
only (WAN)
Callback feature yes no yes no
and VXML
reporting (LAN)
Callback feature yes yes yes
and VXML
reporting (WAN)

31
Remote Office Options
Remote Office Options

This figure illustrates remote office options that are supported in Packaged CCE.
Figure 1: Remote Office Options
Third-party integration
Database Integration
Unified CVP VXML Server is supported.
Voice Infrastucture Requirements
Codecs
G.711 Audio Codec Support

Packaged CCE negotiates the audio codec when a call first connects between two points. For example, the
codec is negotiated when:
A call arrives in the system and media is established between the ingress gateway and a VXML browser.
A call in the queue connects to an agent and media is established between the ingress gateway and the
agent phone.

32
Conferences
An agent conferences a call and media is established between all the parties and a conference resource.
Codec selection can change on each leg of the call, depending on what codecs each component supports.
There are two types of audio codecs for G.711:
G.711 muLawUsed in North America and Japan
G.711 A-LawUsed everywhere else
Packaged CCE supports both audio codecs.
Conferences
See Load Capacity, on page 24.
Cisco Unified Border Element

Packaged CCE supports SIP Service Provider trunking by means of an ISR G2-based Cisco Unified Border
Element (Unified Border Element) connected to Cisco Voice Portal/Unified Communications Manager.
Cisco UBE performs the role of session border controller (SBC) for SIP normalization and interoperability
from the SIP Service Provider to Unified CVP for delivery of call to the agent: SP CLOUD <--> Unified
Border Element <--> CVP.
Note the following:
A software license is required to run Unified Border Element. See the ordering guide at http://
www.cisco.com/en/US/prod/collateral/voicesw/ps6790/gatecont/ps5640/order_guide_c07_462222.html.
VXML gateways should be separate from Ingress Unified Border Element. Combination gateways can
be used in smaller deployments, when capacity requirements do not drive the need.
Because Packaged CCE supports G.711 for IVR but both G.711 and G.729 for agents, it is important
to pay close attention to mid-call codec changes when agents are using G.729.
Renegotiate the codec mid-call if the SIP carrier provider can support it. If not, Unified Border Element
will need to transcode calls. This will affect Unified Border Element capacity.
The default prompts shipped with Cisco Voice Portal are in u-law. They must be replaced with a-law
prompts if the deployment requires a-law codec use.
Related Topics
Gateways, on page 34
Unified Communications Manager

You can install a Unified CM publisher and two subscribers as virtual machines on the Packaged CCE servers,
or you can integrate with one external Unified CM publisher and multiple external subscribers on separate
servers. Whether you deploy "on-box" or "off-box," you must use at a minimum the CUCM 7500-user OVA
file that is bundled in the OVA zip file.

33
IVR and Queuing
In either case (on-box or off-box), agent and back office devices are subject to the Voice Infrastructure
requirements listed in this document. The maximum number of devices is limited to 2000, with only 1000
active at a time and should be load-balanced between the two subscribers. All devices must be SIP.
Note Cisco Unified Communications Manager is supported on-box. as well as off-box. Cisco Business Edition
is supported off-box only.
Note The Unified Communications Manager Cross Cluster Mobility feature is not supported in this deployment.
Related Topics
Features Supported with Restrictions, on page 6
IVR and Queuing

Unified CVP is the only supported IVR.
Gateways
Packaged Contact Center Enterprise supports ISR G2 gateways only with combined or separate TDM gateways
and Voice gateways for Ingress, VXML, and SIP Outbound dialer.
Consider gateway capacity when designing the deployment model.
3925E and 3945E are the ideal gateways for this deployment. The following table lists the supported options.
These IOS release trains and their later M trains are supported.
Category Requirements
Hardware ISR G2 29xx, 39xx
Options
Software Hardware Model Version Software Feature Set
Options
ISR G2 29xx, 39xx 15.1(4)M7 Universal
15.2(4) M4
Suggested Gateway Profiles

The following gateway profiles are suggested, but not required, for CCE PAC M1 deployment. Use them as
guidelines if you build your own gateway profiles.
The maximum gateway port capacity is shared between active (talking) agents and CVP queued inbound calls
(IVR ports).

34
Number of Devices
PROFILES Notes
PROFILE-500 Each gateway is configured to share the load with its redundant pair during
normal operations. Under normal operations, each gateway handles the
Up to 500 maximum total ports with a single 3945E
load close to half of its capacity.
gateway per side.
During a failover scenario, each gateway operates with its maximum
Two gateways for redundancy and load-balancing the
supported load.
total ports. Each gateway requires the following:
Each port provides TDM and VXML functionality including ASR/TTS.
T1/E1: 22
These profiles include sizing for active conferences and active transfers
DSP: Three PVDM3-256
Note that for 3945E gateway, a single combination gateway cannot exceed
Memory (DRAM): 4 GB the number of concurrent VoiceXML sessions and VoIP calls.
PROFILE-1000
Up to 1000 maximum total ports with two 3945E
gateways per side.
Four gateways for redundancy and load-balancing the
T1/E1: 22.
DSP: Three PVDM3-256.
Memory (DRAM): 4 GB.
PROFILE-1800
Up to 1800 maximum total ports with four 3945E
gateways per side.
Eight gateways for redundancy and load-balancing the
T1/E1: 22.
DSP: Three PVDM3-256.
Memory (DRAM): 4 GB.
Related Topics
Number of Devices
A maximum of 2000 devices are registered, of which a maximum of 1000 can process calls at one time.
All agent devices are on the same node pair.
If you use an external Unified Communications Manager, this limit applies only to the node with agent devices.

35
Phones
Phones
Packaged CCE supports all the phones that Unified CCE supports, as long as the phone supports the Built-in
Bridge (BIB), CTI-controlled features under Session Initiation Protocol (SIP) control.
The multiline phone feature is supported.
Video option and Skinny Call Control Protocol (SCCP) phones are not supported.
The following table shows the phones that are supported. Both CTI OS and Finesse are supported, unless
otherwise noted. All phones listed here support BIB and must be configured as SIP.
Phone Notes
99xx series Finesse supports 99xx series phones when the phone is configured for a single line
only. Multiple lines are not supported. All phones in the system must be configured
with Max Calls = 2, busy trigger = 1.
CTI OS supports 9951 and 9971.
89xx series Finesse supports 89xx series phones when the phone is configured for a single line
only. Multiple lines are not supported. All phones in the system must be configured
with Max Calls = 2, busy trigger = 1.
CTI OS supports 8941, 8945, and 8961.
797x series 7975 is supported.

796x series 7961, 7962, and 7965 are supported.
794x series 7941, 7942, and 7945 are supported.
791xx series 7911 is supported.
78xx series 7821, 7841, 7845, and 7861 all supported
69xx series 6921, 6941, 6961, and 6945 are supported.

Cisco IP Version 8.6(x) is supported.
Communicator
Jabber for Windows Finesse supports voice media termination. Video is not supported.
9.2 CTI OS does not support Jabber at this time.
DX650 DX650 versions of Cisco IP Phones are supported
Transfers
See Load Capacity, on page 24.

36
Virtualization for Packaged CCE

VMware Feature Support
The list below designates which VMware features can be supported by Packaged CCE while in production
under load due to the known or unpredictable behavior they may have on the applications. Many of the
VMware features that cannot be supported in production can be used within a customer's planned maintenance
downtime, where any interruption will not impact business operations. Some unsupported features will by
their function cause violation of the Packaged CCE validation rules.
VMwareFeature Packaged CCE Support in Production?

VM Templates (OVAs) Yes
Copy Virtual Machine No
Restart Virtual Machine on Different ESXi Host No
Resize Virtual Machine No
VMware Hot Add No
Multiple Physical NICs and vNICs Yes
VMware High Availability (HA) No
VMware Site Recovery Manager (SRM) No
VMware vMotion No
VMware Dynamic Resource Scheduler (DRS) No
VMware Dynamic Power Management No
Long Distance vMotion No
VMware Storage vMotion No
VMware Update Manager (VUM) No
VMware Consolidated Backup (VCB) No
VMware Data Recovery (DR, VDR) No
VMware Snapshots No
VMware Fault Tolerance (FT) No
VMware vCenter Converter No

37
VMwareFeature Packaged CCE Support in Production?

VMsafe No
VMware vShield No
Note Refer to the Installation and Upgrade Guide
for the Golden Template process. http://
www.cisco.com/en/US/products/ps12586/
prod_installation_guides_list.html
Virtual Appliance Packaging of UC apps No
3rd-Party VM-based Backup Tools No
3rd-Party VM-based Deployment Tools No
3rd-Party Physical To Virtual (P2V) Migration Tools No
VMware Boot from SAN No for C240.
All VMware Features Not Listed No
ESXi Counters
The ESXi server and virtual machines must operated within the limits of these key ESXi performance counters:
Category Object Measurement Units Description Performance Indication

and Threshold
Disk Disk Command Number Number of disk This counter should be
ESXi Aborts commands aborted zero. A non-zero value
Server on this disk in the indicates storage
vmhba period. Disk performance issue.
ID command aborts
VM when the disk
vmhba array is taking too
ID long to respond to
the command.
(Command
timeout)

38
Disk Disk Command mSec The average 24ms latencies or greater

ESXi Latency amount of time indicates a possible
Server taken for a over-utilized, misbehaving,
vmhba command from the or mis-configured disk
ID perspective of a array.
VM Guest OS. Disk
vmhba Command Latency
ID = Kernel
Command Latency
+ Physical Device
Command
Latency.
Disk Kernel Disk mSec The average time Kernel Command Latency
ESXi Command spent in ESXi should be very small in
Server Latency Server VMKernel comparison to the Physical
vmhba per command Device Command Latency,
ID and it should be close to
VM zero. Kernel Command
vmhba Latency can be high, or
ID even higher than the
Physical Device Command
Latency if there is a lot of
queuing in the ESXi
kernel.

39

40
INDEX
A F
anti-virus 13 failover 17
automation 13 fault tolerance 17
software 13 features 5, 8
zip file 13 supported 5
unsupported 8
Finesse 28
B
backup 18 L
base configuration 14
browser software 13 load 24
C M
call flows 28 media resources 7
capacity 26 Microsoft software 13
capacity-load 24 Mobile Agent 29
CCE PAC M1 1
Cisco contact center software 12
Cisco Unified Border Element 33
configuration software 14
O
CRM integration 28 Outbound Option 26
D P
data backup 18 phones 36
database integration 32 PowerCLI 13
E Q
ESXi versions 12 QoS 18
external Unified CM 33

IN-1
Index
R T
recording 29 translation routes 28
SPAN for Mobile Agent 29
Unified CM 29
requirements 12, 13
software 12, 13
U
Unified CM 29
unsupported features 8
S
servers 11, 15
component configurations 15
V
Silent Monitoring 29 virtualization 12
SIP REFER 28
software 12, 13
anti-virus 13
browser 13 W
Microsoft 13 WinImage 13
software, configuration 14
supported features 5

IN-2

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2013-2014 Cisco Systems, Inc. All rights reserved.

Preface Preface vii

CHAPTER 2 System Requirements and Server Configuration 11

Cisco Packaged Contact Center Enterprise Design Guide, Release 10.0(1)

CHAPTER 3 Configuration Limits 21

CHAPTER 4 Features and Functions 27

Cisco Packaged Contact Center Enterprise Design Guide, Release 10.0(1)

Cisco Packaged Contact Center Enterprise Design Guide, Release 10.0(1)

Cisco Packaged Contact Center Enterprise Design Guide, Release 10.0(1)

About This Guide

Cisco Packaged Contact Center Enterprise Design Guide, Release 10.0(1)

Organization of This Guide

Cisco Packaged Contact Center Enterprise Design Guide, Release 10.0(1)

Documentation and Support

Field Alerts and Field Notices

Cisco Packaged Contact Center Enterprise Design Guide, Release 10.0(1)

italic font Italic font is used to indicate the following:

< > Angle brackets are used to indicate the following:

Cisco Packaged Contact Center Enterprise Design Guide, Release 10.0(1)

Overview of Packaged CCE (CCE PAC M1)

Cisco Packaged Contact Center Enterprise Design Guide, Release 10.0(1)

External Machine Notes

External AW-HDS-DDS Add up to two if you need additional HDS reporting

Cisco MediaSense Provides recording, playback, live streaming, and

Cisco Packaged Contact Center Enterprise Design Guide, Release 10.0(1)

External Machine Notes

Cisco Packaged Contact Center Enterprise Design Guide, Release 10.0(1)

Cisco Packaged Contact Center Enterprise Design Guide, Release 10.0(1)

CCE PAC M1 Option and Feature Support

Integrated Options and Features Available on Host Servers

Optional Features That Can Be Installed on Separate Servers

Cisco Packaged Contact Center Enterprise Design Guide, Release 10.0(1)

Note Packaged CCE does not support Exony VIM.

Features Supported with Restrictions

Feature Supported Not supported

Mobile Agent Nailed up Call-by-call

Solutions Plus Applications supported by Unified CCE: Exony VIM

Cisco Packaged Contact Center Enterprise Design Guide, Release 10.0(1)

Voice Infrastructure Supported Not supported

Back-office and agent All voice requirements. When there is contact-center

Music on hold UnicastUnified Communications Multicast

Cisco Packaged Contact Center Enterprise Design Guide, Release 10.0(1)

Voice Infrastructure Supported Not supported

Cisco Unified SIP Proxy is supported for

Options and Features Not Currently Supported

Automated Call Distribution (ACD)

Cisco Packaged Contact Center Enterprise Design Guide, Release 10.0(1)

Cisco Intelligent Contact Management (ICM) to ICM Gateway

Cisco Packaged Contact Center Enterprise Design Guide, Release 10.0(1)

Cisco Packaged Contact Center Enterprise Design Guide, Release 10.0(1)

Hardware Requirements for C Series

Cisco Packaged Contact Center Enterprise Design Guide, Release 10.0(1)

Open Virtualization Files

Unified Communications Unified CM 10.0(1) and later Linux-based Unified Communications

Cisco Finesse 10.0 and later maintenance Linux-based Unified Communications

Cisco Packaged Contact Center Enterprise Design Guide, Release 10.0(1)

Software Version Notes

Note Windows Server 2008 Remote

Antivirus One of: Required for all applications that run on

Cisco Packaged Contact Center Enterprise Design Guide, Release 10.0(1)

Software Version Download

PowerCLI 5.0, 32-bit http://downloads.vmware.com/d/details/pcli50/dHRAYnQlKmpiZHAlJQ==

OVF tool 32-bit https://my.vmware.com/group/vmware/