cisco packaged contact center enterprise design guide ......cisco packaged contact center enterprise...

Cisco Packaged Contact Center Enterprise Design Guide, Release10.0(1)First Published: 2013-12-12

Last Modified: 2016-05-12

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Cisco and the Cisco logo are trademarks or registered trademarks of Cisco and/or its affiliates in the U.S. and other countries. To view a list of Cisco trademarks, go to this URL: http://www.cisco.com/go/trademarks. Third-party trademarks mentioned are the property of their respective owners. The use of the word partner does not imply a partnershiprelationship between Cisco and any other company. (1110R)

© 2013-2016 Cisco Systems, Inc. All rights reserved.

http://www.cisco.com/go/trademarks

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C O N T E N T S

P r e f a c e Preface vii

Change History vii

About This Guide ix

Audience x

Organization of This Guide x

Related Documents x

Obtaining Documentation and Submitting a Service Request xi

Field Alerts and Field Notices xi

Documentation Feedback xi

Conventions xi

C H A P T E R 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 9

C H A P T E R 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

Third-Party Software 12

Supported Browsers 13

Automation Tools 14

Base Configuration and Utility Tools 14

Side A Server Component Configurations 15

Side B Server Component Configurations 16

Software Licenses 16

Fault Tolerance 17

Local and Wide Area Network Communications 17

Bandwidth Provisioning and Network QoS Considerations 18

Data Backup 18

NTP and Time Synchronization 19

C H A P T E R 3 Configuration Limits 21

Packaged CCE Component Capacity 21

Load Capacity 25

Outbound Option Capacity 26

C H A P T E R 4 Features and Functions 29

Administration Tools 29

Agent and supervisor 30

Call Flows 30

CRM Integration 30

Desktop and Desktop Customization 30

Recording 31

Silent Monitoring 31

Reporting 31

Unified Intelligence Center Reporting 31

Unified CVP Reporting 33

Remote Office Options 34

Third-party integration 34

Database Integration 34

Voice Infrastucture Requirements 34

Codecs 34

G.711 Audio Codec Support 34

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

Contents

Conferences 35

Cisco Unified Border Element 35

Unified Communications Manager 36

VRU and Queuing 36

Gateways 36

Gateway Sizing 37

Number of Devices 39

Phones 39

Transfers 40

Virtualization for Packaged CCE 40

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

Contents

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

Contents

Preface

• Change History, page vii

• About This Guide, page ix

• Audience, page x

• Organization of This Guide, page x

• Related Documents, page x

• Obtaining Documentation and Submitting a Service Request, page xi

• Field Alerts and Field Notices, page xi

• Documentation Feedback, page xi

• Conventions, page xi

Change HistoryThis table lists changes made to this guide. Most recent changes appear at the top.

DateSeeChange

May 2016Supported Browsers, on page 13Added support for InternetExplorer 11 for PackagedCCEwebtools

March 2016Phones, on page 39Added 8811, 8851NR, and 8865 tosupported phones

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

DateSeeChange

March 2016Packaged CCE ComponentCapacity, on page 21

Added the following capacity limitinformation:

• UniqueQueues for all Agentsin a Supervisor's Team

• Administrators

• Media Classes

• Media Routing Domains

March 2016Gateways, on page 36Removed IOS 15.1(4)M7 from thelist of supported ISO softwareversions

December 2014Gateways, on page 36

Gateway Sizing, on page 37

Updated gateway and gatewaysizing information

December 2014Packaged CCE ComponentCapacity, on page 21

Added the maximum number ofmonitored devices that can beassociated with the pguser

December 2014Integrated Options and FeaturesAvailable on Host Servers, onpage 5

Added Extension Mobility to listof supported features available onhost servers

December 2014Cisco Unified Border Element ,on page 35

Updated Cisco Unified BorderElement information

December 2014Features Supported withRestrictions, on page 6

Updated protocol support

July 2014Third-Party Software, on page 12Added Java to software listing

July 2014Features Supported withRestrictions, on page 6

SRTP support

July 2014Phones, on page 39Updated phone support information

July 2014Packaged CCE ComponentCapacity, on page 21

Active call types configurationdetails updated to 500/1000

March 2014Virtualization for Packaged CCE,on page 40

Virtualization changes

March 2014Local and Wide Area NetworkCommunications, on page 17

Local Area NetworkCommunications: changed title;added latency requirements

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

PrefaceChange History

DateSeeChange

March 2014Fault Tolerance, on page 17Fault Tolerance for B: moved topicand added para aboutWAN defaulthandling

March 2014Side A Server ComponentConfigurations, on page 15andSide B Server ComponentConfigurations, on page 16

ChangedRAM,CPU, andNetworkAdapter for Side A and B UnifiedIntelligence Center Publisher

February 2014Cisco SolutionsPlus, on page 6Added section on CiscoSolutionsPlus

February 2014Unified Intelligence CenterReporting, on page 31

15-minute reporting

February 2014Hardware Requirements for CSeries, on page 11

C240 M3S TRC#1 Server

February 2014Unified CVP Reporting, on page33

CVP Reporting - added row totable

February 2014NTP and Time Synchronization,on page 19

Time Synchronization - new topic

February 2014Overview of Packaged CCE (CCEPAC M1), on page 1

OVA files for external machines -added content

December 2013Initial Release of Document for Release 10.0(1)

About This GuideThis guide lists the configuration and capacity boundaries of Cisco Packaged Contact Center Enterprise(Packaged CCE)—a solution deployment for delivering CiscoUnified Contact Center Enterprise in a virtualizedenvironment. Packaged CCE requires strict adherence to configuration and capacity rules. It is mandatory tofollow all requirements stated in this document.

This guide specifies all supported configurations and versions for the current release of Cisco Packaged UnifiedCenter Enterprise. The information in this guide supersedes compatibility information in any other PackagedCCE documentation. If a configuration or version is not stated, that configuration or version is not supported.

These specifications are for the most current Maintenance Release of Packaged CCE. This documentassumes that you are installing—or upgrading to—the latest Maintenance Release.

Attention

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

PrefaceAbout This Guide

AudienceThis document is prepared for system engineers and partners.

Organization of This GuideThis guide is organized as follows:

Chapter

Introduction, on page 1: an overview of the Packaged CCE solution, its components,and its supported features.

Chapter 1

System Requirements and Server Configuration , on page 11: hardware and softwarerequirements, fault tolerance, and network configuration.

Chapter 2

Configuration Limits, on page 21: configuration limits and capacity.Chapter 3

Features and Functions, on page 29, in alpha order, from Administration tools toVirtualization.

Chapter 4

Related DocumentsLinkSubject

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

Cisco Packaged Contact Center Enterprise (PackagedCCE)

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

Cisco Unified Contact Center Enterprise (UnifiedCCE)

http://www.cisco.com/c/en/us/support/unified-communications/unified-communications-manager-callmanager/tsd-products-support-series-home.html

Cisco Unified Communications Manager

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

Cisco Unified Intelligence Center

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

Cisco Finesse

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

PrefaceAudience



















LinkSubject

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

Cisco Unified Customer Voice Portal (Unified CVP)

For information related to the CCE PAC M1 deployment, see the current design guides for Unified CCE andfor Unified CVP. While this document takes precedence over—and overrides—these two guides, someelements are common:

• Cisco Unified Contact Center Enterprise Design Guide: http://www.cisco.com/c/en/us/support/customer-collaboration/unified-contact-center-enterprise/products-implementation-design-guides-list.html.

• Cisco Unified Customer Voice Portal (CVP) Solution Reference Network Design (SRND): http://www.cisco.com/c/en/us/support/customer-collaboration/unified-customer-voice-portal/products-implementation-design-guides-list.html.

Obtaining Documentation and Submitting a Service RequestFor information on obtaining documentation, using the Cisco Bug Search Tool (BST), submitting a servicerequest, and gathering additional information, seeWhat's New in Cisco Product Documentation, at: http://www.cisco.com/c/en/us/td/docs/general/whatsnew/whatsnew.html.

Subscribe toWhat's New in Cisco Product Documentation, which lists all new and revised Cisco technicaldocumentation as an RSS feed and delivers content directly to your desktop using a reader application. TheRSS feeds are a free service.

Field Alerts and Field NoticesCisco products may be modified or key processes may be determined to be important. These are announcedthrough use of the Cisco Field Alerts and Cisco Field Notices. You can register to receive Field Alerts andField Notices through the Product Alert Tool on Cisco.com. This tool enables you to create a profile to receiveannouncements by selecting all products of interest.

Log into www.cisco.com and then access the tool at http://www.cisco.com/cisco/support/notifications.html.

Documentation FeedbackTo provide comments about this document, send an email message to the following address:[email protected]

We appreciate your comments.

ConventionsThis document uses the following conventions:

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

PrefaceObtaining Documentation and Submitting a Service Request




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

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

http://www.cisco.com/c/en/us/support/customer-collaboration/unified-customer-voice-portal/products-implementation-design-guides-list.html



http://www.cisco.com/c/en/us/td/docs/general/whatsnew/whatsnew.html

http://www.cisco.com/c/en/us/td/docs/general/whatsnew/whatsnew.html

http://www.cisco.com/cisco/support/notifications.html

mailto: [email protected]

DescriptionConvention

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.

boldface font

Italic font is used to indicate the following:

• To introduce a new term. Example: A skill group is a collection of agentswho 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 EnterpriseInstallation and Upgrade Guide .

italic 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>

window font

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 windowsuch as a password.

< >

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

PrefaceConventions

C H A P T E R 1Introduction

• 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 delivers Cisco Systems contact center components on a single pair of duplexed UnifiedComputing System (UCS) servers, referred to as the Side A Host and the Side B Host.

These components are deployed as on-boxVirtualMachines (VMs) that are described byOVA files downloadedfrom Cisco Systems, Inc.

The Packaged CCE VMs provide the essential set of contact center functionality—call processing, promptsand rich VXML scripting, voice response collection, agent selection, queuing, and reporting.With its controlledenvironment and well-defined configuration and deployment boundaries, CCE PAC M1 is a robust solutionwith high availability and solution serviceability. Additional benefits are simplified ordering and deploymentrollout, easier operation and maintenance, and Unified CCE Administration—a streamlined, browser-basedadministration interface for configuring the system and monitoring its health.

The CCE PACM1 deployment supports on-box virtual machines (VMs) for the following products. Nothingcan be installed other than what is in this table.

NotesRequired?VM

Installed as two CCE Call Server VMs (one on the Side AHost and one on the Side B Host) and two CCE Data ServerVMs (one on Side A and one on Side B).

YesCisco Unified Contact CenterEnterprise (Unified CCE)

Installed as two CVP Servers on Side A, two on Side B, andone on Side A.

YesCisco Unified Customer VoicePortal (Unified CVP)

Used for the Courtesy Callback feature andVXML reporting.

You have the option to install the CVP Reporting Server asan on-box VM on Side B or to connect to an external CVPReporting Server.

NoCisco Unified CVP ReportingServer

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

NotesRequired?VM

Installed as a Publisher node on Side A and one Subscribernode on Side B.

YesCisco Unified Intelligence Center

Installed as a Primary node on Side A and one Secondarynode on Side B.

You must install Finesse as on-box VMs, evenif you do not intend to use the Finesse desktop.

Important

YesCisco Finesse

Unified CM is required as either three on-box VMs or as anetworked external Unified CMPublisher that connects withSubscribers.

On-box Unified CM is installed as a Publisher and aSubscriber node on Side A and a second Subscriber nodeon Side B.

YesCisco Unified CommunicationsManager

NotesExternal Machine

Optionally, Packaged CCE may connect to anexisting external cluster instead of using the on-boxcluster.

Use the 7500-User VM Configuration or larger forSubscriber nodes on an external/existing cluster.

Cisco Unified Communications Manager or CiscoBusiness Edition 7000

Required for email and web collaborationmanagement.

Download the OVA that is appropriate for yourEIM/WIM deployment size. Go here to downloadthe OVA.

Cisco Unified Email Interaction Manager/WebInteraction Manager

You can install the Administration Server, Real-Timeand Historical Data Server, Detail Data Server(AW-HDS-DDS) on a maximum of two separateservers. External AW-HDS-DDS is required if

• You need a longer retention period or additionalreporting users.

• You need to connect to a third-party reportingapplication.

• You need to connect to a third-partyWorkforceManagement application.

Go here and navigate to download the OVA.Select the AW-HDS-DDS template.

External AW-HDS-DDS

Provides recording, playback, live streaming, andstorage of media, including audio and video, toimprove customer care.

Cisco MediaSense

Cisco Packaged Contact Center Enterprise Design Guide, Release 10.0(1)2

IntroductionOverview of Packaged CCE (CCE PAC M1)

http://software.cisco.com/download/release.html?mdfid=280970910&softwareid=283929858&release=9.0&relind=AVAILABLE&rellifecycle=&reltype=latest

http://software.cisco.com/download/release.html?mdfid=268439622&flowid=46046&softwareid=283914286&release=10.0(1)&relind=AVAILABLE&rellifecycle=&reltype=latest

NotesExternal Machine

Required for VXML reporting for the Side AUnifiedCVP Servers if Packaged CCE is split over a WAN.Courtesy Callback only uses the Side BUnified CVPReporting Server, even when deployed over a WANfrom the A side.

Cisco Unified CVP Reporting Server

Required for the Agent Request feature and for socialmedia management.

Cisco SocialMiner

Related Topics

Solution Topology, on page 3Unified CVP Reporting, on page 33Unified Communications Manager, on page 36

Solution TopologyThis figure shows the location of the virtual machines on Side A and on Side B in a deployment in which theUnified Communications Manager publisher and subscribers are installed as “on-box” virtual machines onthe Side A and Side B hosts.

If you configure an external Unified CommunicationsManager, Side Awill not have the Unified CMPublisheror Unified CommunicationsManager Subscriber 1. Side Bwill not have the Unified CommunicationsManagerSubscriber 2.


IntroductionSolution Topology


IntroductionSolution Topology

CCE PAC M1 Option and Feature SupportThis section lists the options and features that are supported in the CCE PAC M1 deployment of PackagedCCE, the features that are supported with restrictions, and the features that are not currently supported.

Features that have been fully qualified for Packaged CCE are documented in the Cisco Packaged ContactCenter Enterprise Features Guide at http://www.cisco.com/en/US/products/ps12586/prod_maintenance_guides_list.html.

Integrated Options and Features Available on Host ServersThe 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

• Extension Mobility

• Live Data

• Location-based Call Admission Control (CAC)

• Mobile Agent

• Post call survey

• Precision Routing

• Outbound Option

• Support for back-office phones

• Unified Communications Manager-based Silent Monitoring

• Unified CVP reporting

•Whisper Announcement

Optional Features That Can Be Installed on Separate ServersThese features are available on separate servers on the same network:

• Agent Request (requires 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 WorkforceManagement application


IntroductionCCE PAC M1 Option and Feature Support

http://www.cisco.com/en/US/products/ps12586/prod_maintenance_guides_list.html

http://www.cisco.com/en/US/products/ps12586/prod_maintenance_guides_list.html

• Integration with existing Unified Communications Manager

• Cisco MediaSense

• Multichannel (Cisco Unified E-Mail Interaction Manager and Cisco Unified Web Interaction Manager)

• CTI OS-based Silent Monitor (required for SPAN-based silent monitoring only)

Cisco SolutionsPlusPackaged CCE supports the following applications:

• ALI OnQ Campaign Management Solution

• Bucher +Suter CRM Connectors: Siebel, Salesforce, SAP, or MS Dynamics

• eGain Solutions Plus

• Nuance for CVP

• Nice Interaction Management Solution for Cisco MediaSense

• Calabrio Recording Applications for Cisco MediaSense

• Exony VIM (Reporting only)

Exony VIM Reporting requires an External AW-HDS-DDS.

Packaged CCE does not support Exony VIM Provisioning features.

Note

Features Supported with RestrictionsThese features and functions are supported with some restrictions, as noted.

Not supportedSupportedFeature

Security onSecurity offCTI OS

Call-by-callNailed upMobile Agent


IntroductionFeatures Supported with Restrictions

Not supportedSupportedVoice Infrastructure

iSAC

iLBC

Mixed codecs for Mobile Agent.Remote and Local ports must usethe same codec.

Mixed codecs for CVP prompts.CVP prompts must all use the samecodec.

For VRU: G.711mu-law andG.711A-law

For voice agents: G.711 mu-law, G.711A-law, G.729, and G.729a

Codecs

When there is contact-centerinteraction, use of different codecas external agent devices.

Unified CommunicationsManagerCross Cluster Mobility feature.

All voice requirements.Back-office and agentdevices on external UnifiedCommunications Manager

These Unified CommunicationsManager-based (Cisco IP VoiceMedia Streaming Application)media resources are not supported:

• Conference bridges

• MTPs

These gateway-based media resources aresupported:

• Conference bridges

• Transcoders and UniversalTranscoders

• Hardware and IOS Software MTPs

Media Resources

MulticastUnicast—Unified CommunicationsManager Subscriber source only

This sizing applies to agent node only, forboth agent and back-office devices, withall agent devices on the same node pair.

Music on hold



Not supportedSupportedVoice Infrastructure

SIP over User Datagram Protocol(UDP), H323, Media GatewayControl Protocol (MGCP)

SIP over Transmission ControlProtocol (TCP) for OutboundOption SIP Dialer to egressgateway

For SRTP, consider the followingpoints before you enable it:

• The Unified CVP VXMLBrowser does not supportSRTP.

• Deployments that usespan-based silent monitoringdo not support SRTP.

• Mobile Agents cannot useSRTP.

• The Cisco Outbound OptionDialers do not support SRTP.While calls are connected tothe Dialer, the calls cannotuse SRTP. But, calls cannegotiate SRTP once the callis no longer connected to theDialer.

Session Initiation Protocol (SIP) overTransmission Control Protocol (TCP)

Session Initiation Protocol (SIP) over UserDatagram Protocol (UDP) for OutboundOption SIP Dialer to egress voice gateway.All subsequent transfers to end points mustuse SIP TCP.

Secure SIP to SIP signaling

Secure RTP (SRTP)

Protocol

Cisco Unified SIP Proxy is notsupported for any call flow, exceptfor Outbound Option Dialer.

High Availability (HA) and load balancingare achieved using these solutioncomponents:

• Time-Division Multiplexing (TDM)Gateway and UnifiedCommunications Manager, whichuse the SIP Options heartbeatmechanism to provide HighAvailability.

• Unified CVP servers, which use theSIP server group and SIP Optionsheartbeat mechanism to performHighAvailability and load balancing.

Cisco Unified SIP Proxy is supported forOutbound Option only - specifically forthe Dialer.

High Availability



Related Topics

Voice Infrastucture Requirements, on page 34Load Capacity, on page 25Outbound Option Capacity, on page 26

Options and Features Not Currently SupportedAt this time, the following Unified CCE solution options and features are not supported in the Packaged CCE(CCE PAC M1) deployment.

This is not an exhaustive list. As a rule, if an option or feature is not mentioned in this document, it is notsupported in this deployment. Non-Contact Center Cisco Unified Communication applications—such asUnity Connection or third-party applications such as CRM and recording—may be deployed on externalservers. The hardware, co-residency, and support requirements must be met for each application residingon that server. Refer to the documentation for each external application for that guidance.

Note

• Legacy ACD Peripheral Gateway integration

• Cisco Agent Desktop

• Cisco Agent Desktop Browser Edition

• Cisco Business Edition 6000

• Cisco Unified Contact Center Management Portal (Unified CCMP)

• Unified CVP Call Director

• Cisco Intelligent Contact Management (ICM) to ICM Gateway

• CTI OS Security

• Dialed Number Plan (DNP)

• 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)

• Third-party certificates for Windows-based Packaged CCE components

• Translation Route

• Cisco Unified IP IVR; third-party Voice Response Unit (VRU) applications

• Video


IntroductionOptions and Features Not Currently Supported


IntroductionOptions and Features Not Currently Supported

C H A P T E R 2System 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 16

• Software Licenses, page 16

• Fault Tolerance, page 17

• Local and Wide Area Network Communications, page 17

• Bandwidth Provisioning and Network QoS Considerations, page 18

• Data Backup, page 18

• NTP and Time Synchronization, page 19

Hardware Requirements for C SeriesThe Packaged CCE deployment at the customer site must run in a duplexed environment with a pair of UnifiedComputing 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 M2TRC#1 servers for existing deployments. Only the UCS C240 M3S TRC#1 is available for new PackagedCCE orders.

C240M3S: 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


http://docwiki.cisco.com/wiki/UC_Virtualization_Supported_Hardware#C240_M3S_.28SFF.29_TRC.231

http://docwiki.cisco.com/wiki/UC_Virtualization_Supported_Hardware#C240_M3S_.28SFF.29_TRC.231

http://docwiki.cisco.com/wiki/UC_Virtualization_Supported_Hardware#C260_M2_TRC.231

Open Virtualization FilesOpen 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 zip file at Cisco.com.

VMware HostingESXi 5.1 with VM Version 8 is required.

Software

Cisco Systems Contact Center ComponentsOperating SystemMajor Release VersionComponent

Microsoft Windows10.0 and later maintenancereleases

Unified Contact CenterEnterprise

Microsoft Windows10.0 and later maintenancereleases

Unified Customer Voice Portal

Linux-based Unified CommunicationsOperating System

Unified CM 10.0(1) and latermaintenance releases

Unified CM 9.1(1) and latermaintenance releases

Unified CommunicationsManager


10.0 and later maintenancereleases

Unified Intelligence Center


10.0 and later maintenancereleases

Cisco Finesse

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 SoftwareThis section lists third-party software required to deliver virtualized Contact Center modules.


System Requirements and Server ConfigurationOpen Virtualization Files

Third-party software requirements are for both golden templates and direct installs.Note

NotesVersionSoftware

Used for:

• Unified CCE Call Server

• Unified CCE Data Server

• Unified CVP Server

• Unified CVP OAMP Server

• Unified CVP Reporting Server

Windows Server 2008 RemoteDesktop is not supported forsoftware installation or upgrade.

Note

Service Pack 1Microsoft Windows Server2008 R2 Standard Edition

Windows Server Active Directory supportis inclusive of R2 versions.

Packaged CCE does not require anyspecific Active Directory functional level.

Windows Server 2003, 2008, and2012

Microsoft Windows ActiveDirectory

Used for Unified CCE Data Server.Service Pack 2Microsoft SQL Server 2008R2 x64 Standard Edition

Required for all applications that run onthe Windows platform.

One of:

• Symantec EndpointProtection 12.1

• Trend Micro Server Protectversion 5.8

• McAfee VirusScanEnterprise 8.8i

Antivirus

Java 7 and later releases are not supported.Java 6 Update 30 or latest update.Java

Supported BrowsersThese browsers are supported for Release 10.0:

• Microsoft Internet Explorer 9

• Mozilla Firefox 24 and later


System Requirements and Server ConfigurationSupported Browsers

In addition to the browsers listed above, Release 10.0(2) ES 20 supports Internet Explorer 11 for the followingPackaged CCE web tools:

• Unified CCE Administration

•Web Setup

• Agent Reskilling

Release 10.0(2) ES 20 is available at https://software.cisco.com/download/special/release.html?config=310f323dfcb1964f0ed1985d73575233.

Automation ToolsDownload and then install the following tools on the client from which the automation will be run.

DownloadVersionSoftware

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.

10.0(1)GoldenTemplateTool zip file

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

https://my.vmware.com/group/vmware/details?downloadGroup=OVFTOOL350&productId=353

32-bitOVF tool

http://winimage.com/download.htm.

WinImage is shareware. If you choose to not purchase a licensedcopy, you will see pop-ups when you run this tool. Clicking Noat the pop-ups allows you to proceed.

Note

8.5, 32-bitWinImage

--Release 2003 or laterMicrosoft Excel

Base Configuration and Utility Tools

DownloadNotesSoftware

Go to the Download Software page at http://software.cisco.com/download/type.html?mdfid=284360381&i=rm.

Click the link for Configuration Scripts.

Then select the zip file for the BaseConfiguration script.

This software automatically configures certainelements needed for every PCCE deployment

CCEPACM1BaseConfig10x.zip


System Requirements and Server ConfigurationAutomation Tools

https://software.cisco.com/download/special/release.html?config=310f323dfcb1964f0ed1985d73575233

https://software.cisco.com/download/special/release.html?config=310f323dfcb1964f0ed1985d73575233

http://cisco.com/en/US/products/ps12586/tsd_products_support_series_home.html

http://cisco.com/en/US/products/ps12586/tsd_products_support_series_home.html

http://downloads.vmware.com/d/details/pcli50/dHRAYnQlKmpiZHAlJQ==



http://winimage.com/download.htm

http://software.cisco.com/download/type.html?mdfid=284360381&i=rm



Go to the Download Software page at http://software.cisco.com/download/type.html?mdfid=284360381&i=rm.

Click the link for Configuration Scripts.

Then select the utility to modify thedomain name.

This tool is required after installing the baseconfiguration to modify the domain name storedin the database.

Domain_Update_Tool.zip

Side A Server Component ConfigurationsRAM Reservation (in MB)Virtual Network

Adapter TypeCPUReservation (inMHz)

HDD (in GB)RAM(in GB)

vCPU*Components

8192VMXNet350008084Unified CCE CallServer

8192VMXNet3510080 + 75084Unified CCE DataServer

4096VMXNet3180015044Unified CVP Server1A

4096VMXNet3180015044Unified CVP Server2A

8192E1000800014684Finesse

no reservation madeVMXNet3no reservationmade

8041Unified CVPOAMPServer

10GB (10240MB)Flexible900146104Unified IntelligenceCenter Publisher

6144VMXNet3360011062UnifiedCommunicationsManager Publisher

6144VMXNet3360011062UnifiedCommunicationsManager Subscriber1

* vCPUs are oversubscribed by design.


System Requirements and Server ConfigurationSide A Server Component Configurations




Side B Server Component ConfigurationsRAM Reservation (in MB)Virtual Network

Adapter TypeCPU Reservation(in MHz)

HDD (in GB)RAM (inGB)

vCPU*Components

8192VMXNet350008084Unified CCE CallServer

8192VMXNet3510080 + 75084Unified CCE DataServer

4096VMXNet3180015044UnifiedCVPServer1B

4096VMXNet3180015044UnifiedCVPServer2B

no reservations madeVMXNet3no reservationsmade

72 + 43844Unified CVPReporting Server(optional)

8192E1000800014684Finesse

10GB (10240MB)Flexible900146104Unified IntelligenceCenter Subscriber

6144VMXNet3360011062UnifiedCommunicationsManager Subscriber2

* vCPUs are oversubscribed by design.

Software LicensesDetailsRequired?Included

withPackagedCCE licenseSKU?

QuantitySoftware Licenseor PAK

1 PAK for each of the four required Unified CVP Servers.YesYes4 PAKsUnified CVP

1 PAK to be applied to the Unified Intelligence Center Publisheron Side A.

YesYes1 PAKUnifiedIntelligence Center


System Requirements and Server ConfigurationSide B Server Component Configurations

DetailsRequired?IncludedwithPackagedCCE licenseSKU?

QuantitySoftware Licenseor PAK

1 PAK for each Unified Call Studio workstation.YesYes2 PAKsUnified Call Studio

Maximum of 2 additional Unified CVP PAKs; 1 PAK for eachoptional Unified CVP Reporting Server.

NoNo1 or 2PAKs

Unified CVPReporting Server

1 Virtual OS license for each of the required Unified CCE Call andData Servers = 4 licenses.

1 Virtual OS license for each of the 4 required Unified CVP Servers= 4 licenses.

1 Virtual OS license for the Unified CVPOAMPServer = 1 license.

1 additional Windows Server Virtual OS license for an optionalUnified CVP Reporting Server = 1 license

For more information on Microsoft Windows ServerLicensing options, please contact Microsoft or yourauthorized Microsoft reseller.

Note

YesNo9 -10licenses

MicrosoftWindows Server2008 R2

1 license for each Data Server = 2 licenses.YesNo2Microsoft SQLServer 2008

For more information, see the Virtualization for Cisco PackagedCCEDocWiki at http://docwiki.cisco.com/wiki/Virtualization_for_Cisco_Packaged_CCE.

YesNo1 licenseper CPU

VMware vSphereStandard orEnterprise ESXi

Needed by partners who use the Packaged CCE Golden Templatecloning process.

NoNo1 licenseVMware vCenter

Fault TolerancePackaged 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 faulttolerance to avoid a double failure. A double failure is the loss of both the Visible and Private networkconnectivity to the host server, causing a potentially serious degradation in call routing. Recovery from doublefailure requires manual intervention.

Local and Wide Area Network CommunicationsDue to the use of VMware virtual switch (vSwitch) and the nature of the fault and recovery mechanism, CiscoSystems requires VMware NIC Teaming to connect to redundant physical switches for the Packaged CCE


System Requirements and Server ConfigurationFault Tolerance

http://docwiki.cisco.com/wiki/Virtualization_for_Cisco_Packaged_CCE


public and private networks. See the Cisco Packaged Contact Center Enterprise Installation and UpgradeGuide for more on this design.

Network uplink designs other than those detailed in the Cisco Packaged Contact Center Enterprise Installationand Upgrade Guidemay expose the applications to unexpected fault scenarios that impact the recovery and/oroperation of the Contact Center.

This fault tolerant design specifies use of two VMware vSwitches, one each for the Packaged CCE publicand private network VLANs. Each vSwitch has one Active and one Standby vmnic. Each Active/Standbypair should be split across physical NIC adapters (for example, Active onboard/Standby on add-in card) andalternate Active paths to two data center switches. These two data center switches must be configured forboth public and private network communications. The intention of the uplinks is to ensure that no singlefailure (physical NIC card, cable, physical switch) causes the loss of both the public and private networkcommunications at the same time, or the loss of both the Active and Standby for the same vSwitch at the sametime.

VMware and server management vSwitch should also be configured separately for enterprise managementseparate from either the public or private network communications paths, following VMware best practices.

Note

Campus LAN, Metro Area Network (MAN) and Wide Area Network (WAN) (all considered WAN fromhere) split Packaged CCE deployments require a highly available Visible network communications betweenthose data centers. These data centers must also have dedicated or shared Packaged CCE Private networkcommunications path in a topology such that no single point of failure within that data center and WANinfrastructure results in the loss of both the Packaged CCE visible and private network communications formore than 500ms.

Latency RequirementsMaximum Round Trip Time SupportedNetwork

400 msVisible

100 msPrivate

Bandwidth Provisioning and Network QoS ConsiderationsYour Wide Area Network must support QoS. For details, refer to the Bandwidth Provisioning and QoSconsiderations section in theCisco Unified Contact Center Enterprise Design Guide. at http://www.cisco.com/en/US/partner/products/sw/custcosw/ps1844/products_implementation_design_guides_list.html.

Data BackupData backup tools must be run during a scheduled maintenance window. If you use local SQL backups, makesure that the local machine has sufficient capacity. If not, back up to remote storage on the network.


System Requirements and Server ConfigurationBandwidth Provisioning and Network QoS Considerations

http://www.cisco.com/en/US/partner/products/sw/custcosw/ps1844/products_implementation_design_guides_list.html

http://www.cisco.com/en/US/partner/products/sw/custcosw/ps1844/products_implementation_design_guides_list.html

NTP and Time SynchronizationPackaged CCE requires that all parts of the solution have the same time. While time drift occurs naturally, itis critical to configure NTP to keep solution components synchronized. To prevent time drifts on Live Datareports, the NTP settings on the Data Server VMs, the Call Server VMs, and on the Cisco Unified IntelligenceCenter Publisher and Subscriber VMs must be synchronized.

Refer to the Cisco Packaged Contact Center Enterprise Installation and Upgrade Guide for details: http://www.cisco.com/en/US/products/ps12586/prod_installation_guides_list.html.


System Requirements and Server ConfigurationNTP and Time Synchronization

http://www.cisco.com/en/US/products/ps12586/prod_installation_guides_list.html



System Requirements and Server ConfigurationNTP and Time Synchronization

C H A P T E R 3Configuration Limits

• Packaged CCE Component Capacity, page 21

• Load Capacity, page 25

• Outbound Option Capacity, page 26

Packaged CCE Component CapacityFor 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.

Maximum configured / NotesActiveFeature/Component

100Administrators

60001000Agents



Included in maximum 1000 concurrent agents250Web Interaction Manager / E-Mail InteractionManager or 3rd party multichannel integration

Note that the CTI ports on UnifiedCommunicationsManager cannot exceed 500.(250 LCP ports and 250 RCP ports.)

A maximum of 250out of the 1000active agents

Mobile Agents

Included in maximum 1000 concurrent agents100Agents available for Agent Callback Requestsvia SocialMiner

The number of agents that can be kept busydepends on the following factors:

• Lines per agent

• Dialing mode

• Hit rate

• Talk time

See Load Capacity, on page 25.

Any of the 1000active agents

Outbound Agents

600 (included in maximum 6000 agents)100 (included inmaximum 1000concurrent agents)

Supervisors

100 (maximum number of agents for whomagent trace can be enabled)

Agent Trace

50Agents per Team

10Supervisors per Team

10,000Attributes per System

50Attributes per Agent

1000Bucket Intervals

200Bulk Jobs


Configuration LimitsPackaged CCE Component Capacity


1000500 (when using anon-box CCE DataServer as thereporting datasource).

1000 (when using anoff-box ExternalHDS as the reportingdata source).

Call Types

1000Call Type skill groups per interval

50Departments

10Departments per Administrator

1000Desk Settings

1000Dialed Numbers: External Voice

1000Dialed Numbers: Internal Voice

500Dialed Numbers: Multichannel

500Dialed Numbers: Outbound Voice

You can create any number of Expanded CallVariables within the 2000-Byte systemcapacity.

There can be no persistent array variables.

20Expanded Call Variables (persistent)

15Media Classes

20Media Routing Domains

2,500 monitored CTI-controlled devicesassociated with the pguser in UnifiedCommunications Manager. Examples ofmonitored CTI-controlled devices includephones, CTI route points, device profiles, andLCP ports.

Monitored devices associated with pguser

1000Network VRU Scripts

2000Precision Queues: PQs per System

5000Precision Queues: Steps per System




10Precision Queues: Steps per Precision Queue

5Precision Queues: Unique Attributes per Precision Queue

15Queues per Agent (Skill Groups and Precision Queuescombined)

50Queues: Unique Queues for all Agents in a Supervisor's Teams(Skill Groups and Precision Queues combined)

100Reason Codes

100 (when using theCCE Data Server asthe data source)

200 (when using anexternalAW-HDS-DDS asthe the data source)

Reporting: Cisco Unified Intelligence Center Reporting Users

All logged-in Finesse users can use Live Datareports

1000Reporting: Finesse Reporting Users

Maximumconcurrent UnifiedIntelligence Centerreporting users plusmaximumconcurrent Finessereporting users

Reporting: Live Data Reporting Users

1000500Routing Scripts

100Routing Scripts: Number of Script Versions

3000Skill Groups

10 seconds (Default)Skill Group statistics refresh rate

30Roles

600Teams

1Teams per Agent

20Teams per Supervisor



Related Topics

Unified Intelligence Center Reporting, on page 31

Load CapacityMaximum configured / NotesFeature/Component

75 simultaneous active conferences or 2250 Busy Hour CallAttempts.

This limit applies to Unified CM Subscribers connected to theUnified CCE Call Servers, including agent and back officedevices.

When this state of the call ends, the call is counted as a normalcall.

Conferences

30 calls per hour per agent or 30,000 Busy Hour Call Attemptsenforced by Congestion Control

Maximum call load for Agents

12 e-mails per hour per agent

10 chats per hour per agent

Maximum load for email and chat requests

225 active calls on hold or 6750 Busy Hour Call Attempts


Music on Hold (Hold/Resume)

150 simultaneous active transfers or 4500 Busy Hour CallAttempts

This limit applies to Unified CM Subscribers connected to theUnified CCE Call Servers, including agent and back officedevices.


Transfers

The maximum number of Unified CVP ports supported by theCCE PAC M1 deployment is 1800, based on gateway profile.

The sum of calls at agent and calls queued (VRU ports) cannotexceed 1800.

Each Unified CVP is configured to share the load and handle upto 450 ports.

During a failover scenario, the operational Unified CVPs doubletheir load-sharing to handle up to 900 ports.

Unified CVP


Configuration LimitsLoad Capacity

Outbound Option CapacityMaximum configured / NotesFeature/Component

While configuring Cisco Unified Border Element, ensure that you:

• Disable the CPA on the terminating network or voicegateway when the Cisco Unified Border Element isconnected to the voice gateway or any other terminatingnetwork.

• Configure the three dial-peers in the Cisco Unified BorderElement. The dial-peers are used for:

• incoming calls from the dialer.

• outgoing calls to the terminating network from theCisco Unified Border Element.

• calls to be routed to the Cisco Unified CommunicationsManager.

• Issue the following commands globally to configure theCisco Unified Border Element:

◦no supplementary-service sip refer

◦supplementary-service media-renegotiate

Cisco Unified Border Element

1 on each side, with only one 1 active

Dialer type: only SIP Dialer supported

Dialer per system

In a Packaged CCE deployment, you can be connected to onlyone gateway OR you can use SIP Proxy to connect to multiplegateways. In either case, the maximum number of configureddialer ports is 500.

Gateways and SIP Outbound Dialer Ports

Each dialer can connect to one gateway. Gateway redundancy isas follows:

• If the Voice Gateway on Side A is down, Dialer B will takeover and use Voice Gateway B.

• If the Voice Gateway on Side B is down, Dialer A will takeover and use Voice Gateway A.

Gateway Redundancy

100Number of Agent and VRU Campaigns

10Port Throttle


Configuration LimitsOutbound Option Capacity

Maximum configured / NotesFeature/Component

CUSP is supported with Outbound Option Dialer for managingmultiple egress gateways.

Proxy/Cisco Unified SIP Proxy (CUSP)



C H A P T E R 4Features and Functions

• Administration Tools, page 29

• Agent and supervisor, page 30

• Reporting, page 31

• Remote Office Options, page 34

• Third-party integration, page 34

• Voice Infrastucture Requirements, page 34

• Virtualization for Packaged CCE, page 40

Administration ToolsThis table lists the administration tools available for Packaged CCE, CCE PAC M1.

SupportedTool

• Unified CCE Configuration tools

• Unified CVP Operations Console

• Unified CCE Web Administration

Provisioning

• Script Editor

• Call Studio

Service Creation Environment

• Cisco Unified Real-TimeMonitoring Took (RTMT)AnalysisManager Diagnosis

• System Command Line Interface (CLI)

Serviceability


Agent and supervisor

Call FlowsPackaged 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 destinations—but not to transfer calls within Packaged CCE and to other agents. Aftera SIP REFER, Packaged CCE determines that the call has ended and retains no further control over the call.

Translation routes are not supported in Packaged CCE.Note

Related Topics

Load Capacity, on page 25

CRM IntegrationCustomer Relationship Management (CRM) integration with Packaged CCE is allowed with a Finesse APIor 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 CRMintegration.

• Third-party gadget in the Finesse container. This method achieves full CRM integration but requirescustom development using third-party and Finesse APIs.

• Finesse gadgets in a CRM browser-based desktop. This method provides lightweight integration intothe CRM application.

• Finesse Web API or CTI OS APIs or the CTI Server protocol to integrate into a CRM application. Thismethod provides deep CRM integration but requires custom development.

• CRM connectors that are sold through the Cisco Solution Plus program.

Desktop and Desktop CustomizationSupported are:

• Finesse, which can be customized by Finesse APIs

• CTI OS desktop, which can be customized by:

◦.NET

◦Java CIL

◦Win32


Features and FunctionsAgent and supervisor

RecordingCisco Packaged CCE supports MediaSense for audio recording. However video recording and playback isnot supported.

Packaged CCE supports both of the following:

• Unified Communications Manager-based (Built In Bridge)—preferred. This requires a third-partyRecording Server.

• SPAN (Silent Monitoring Server) for Mobile Agent.

Silent MonitoringPackaged CCE supports either, but not both, of the following:

• Unified Communications Manager-based (Built In Bridge)

• SPAN for Mobile Agent

If Unified Communications Manager-based silent monitoring is configured, mobile agents cannot bemonitored.

A separate Silent Monitoring Server is required for SPAN-based silent monitoring to monitor mobileagents.

Note

Reporting

Unified Intelligence Center Reporting

Reporting Data sources

The default deployment pulls Unified Intelligence Center data from the Logger database on the CCE DataServer, where real-time, historical and call detail data are stored. Retention is 400 days for historical data and40 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-partyapplication to access reporting data, such as a Workforce Management application, install the AdministrationServer, Real-Time and Historical Data Server, Detail Data Server (AW-HDS-DDS) on a maximum of twoseparate servers.

Your Unified Intelligence Center deployment can have only one historical data source, named “UCCEHistorical”. Your deployment can only have one real-time data source, named “UCCE Realtime”.


Features and FunctionsRecording

To adhere to Packaged CCE specifications, the logger database is pre-sized at 665GB / 400 days whenthe logger is configured during installation.

Note

Retention Period onHistorical DataServer

Retention Period on LoggerSupported ApplicationsReporting Data Source

N/A: No HDS isinstalled.

The logger database retentionperiod is 400 days (13months)of historical summary data and40 days (five weeks) ofTermination Call Detail (TCD)and Route Call Detail (RCD)records.

Refer to the Cisco PackagedContact Center EnterpriseInstallation and UpgradeGuide for information on usingUnified CCE Web Setup tomodify theDatabase RetentionConfiguration table.

CiscoUnified IntelligenceCenter is the onlysupported reportingapplication.

Logger on CCE DataServer

The standard UnifiedCCE retention periodfor the HDS is 1095days.

The logger database retentionperiod is 30 days (1 month) ofhistorical summary data and14 days (two weeks) of calldetail data.

There is no need for extendedretention on the logger whenyou are using an externalHDS.

• Cisco UnifiedIntelligence Center

• Externalapplications. Theseinclude:

◦Third-partyreportingapplications

◦Third-partyWorkforceManagementapplications

External AW-HDS-DDS

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.


Features and FunctionsUnified Intelligence Center Reporting

Unified CVP ReportingYou can set up a virtual machine (VM) for the CVP Reporting Server on Side B. You can also add one externalCVP 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 usethe Courtesy Callback feature and VXML Reporting.

Requires External CVP ReportingServer on Side A

Requires CVP Reporting Serveron Side B

WANLAN

noyesyesyesCourtesy Callbackfeature only

noyes—yesVXML reportingonly (LAN)

yesyesyes—VXML reportingonly (WAN)

noyes—yesCallback featureand VXMLreporting (LAN)

yesyesyes—Callback featureand VXMLreporting (WAN)


Features and FunctionsUnified CVP Reporting

Remote Office OptionsThis figure illustrates remote office options that are supported in Packaged CCE.

Figure 1: Remote Office Options

Third-party integration

Database IntegrationUnified CVP VXML Server is supported. In Packaged CCE deployments, the Unified CVP Server combinesthe Unified CVP Call Server and VXML Server functionality.

Voice Infrastucture Requirements

Codecs

G.711 Audio Codec SupportPackaged CCE negotiates the audio codec when a call first connects between two points. For example, thecodec is negotiated when:

• A call arrives in the system and media is established between the ingress gateway and a VXML browser.


Features and FunctionsRemote Office Options

• A call in the queue connects to an agent and media is established between the ingress gateway and theagent phone.

• 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 mu-law—Used in North America and Japan

• G.711 A-law—Used everywhere else

Packaged CCE supports both audio codecs.

ConferencesSee Load Capacity, on page 25.

Cisco Unified Border ElementPackaged CCE supports SIP Service Provider trunking by means of an ISR G2-based Cisco Unified BorderElement (Unified Border Element) connected to Cisco Unified Customer Voice Portal/Cisco UnifiedCommunications Manager.

Packaged CCE supports Cisco UBE in flow-through mode only, to ensure the optimal performance of DTMFinterworking, transcoding, and other key functions such as telephone and media capabilities.

Cisco UBE performs the role of session border controller (SBC) for SIP normalization and interoperabilityfrom the SIP Service Provider to Unified CVP for delivery of call to the agent: SP CLOUD <--> UnifiedBorder 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.

• Because Packaged CCE supports G.711 for VRU but both G.711 and G.729 for agents, it is importantto 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 Elementwill 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-lawprompts if the deployment requires A-law codec use.

Related Topics

Gateways, on page 36


Features and FunctionsConferences

http://www.cisco.com/en/US/prod/collateral/voicesw/ps6790/gatecont/ps5640/order_guide_c07_462222.html

http://www.cisco.com/en/US/prod/collateral/voicesw/ps6790/gatecont/ps5640/order_guide_c07_462222.html

Unified Communications ManagerYou 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 separateservers. Whether you deploy "on-box" or "off-box," you must use at a minimum the CUCM 7500-user OVAfile that is bundled in the OVA zip file.

In either case (on-box or off-box), agent and back office devices are subject to the Voice Infrastructurerequirements listed in this document. The maximum number of devices is limited to 2000, with only 1000active at a time and should be load-balanced between the two subscribers. All devices must be SIP.

Cisco Unified Communications Manager is supported on-box as well as off-box. Cisco Business Editionis supported off-box only.

Note

The Unified CommunicationsManager Cross ClusterMobility feature is not supported in this deployment.Note

If SRTP is enabled, active devices is limited to 900.Note

Related Topics

Features Supported with Restrictions, on page 6

VRU and QueuingUnified CVP is the only supported VRU.

GatewaysPackaged Contact Center Enterprise supports ISR G2 gateways with combined or separate TDM gatewaysand Voice gateways for Ingress, VXML, and SIP Outbound dialer.

Packaged CCE does not support co-residency for the VoiceXML Gateway and Cisco UBE if the Cisco UBEis configured with any of the following settings:

• Survivability TCL script and incoming translation rules are configured under the same incoming dial-peer.

• Cisco UBE is configured for transcoding between G.711 and G.729.

• Header-passing between the call legs is enabled.

When dedicated VoiceXML Gateways are used, the Cisco UBE Gateways have a higher port capacity thanwhen co-resident VoiceXML and Cisco UBE Gateways are used.

For Cisco UBE with PSTN SIP Trunks, TDM T1/E1 line cards are not required, but may optionally be usedfor Outbound Option egress with CPA.


Features and FunctionsUnified Communications Manager

Packaged CCE also supports ISR G3 gateways. ISR G3 gateways do not have a built-in Voice-XML (VXML)browser. Therefore, deploying an ISR G3 ingress gateway requires the use of a separate ISR G2 gateway toprovide the VXML browser.

The following table lists the supported options. Packaged CCE supports IOSM trains only. These IOS releasetrains and their later M trains are supported.

RequirementsCategory

ISR G2 29xx and 39xx

ISR G3 4321, 4331, 4351, 4431, 4451

HardwareOptions

Software Feature SetVersionHardware ModelSoftwareOptions

Universal15.1(4)M7

15.2(4)M4

15.2(4)M6

15.3(3)M3

15.4(3)M2

ISR G2 29xx, 39xx

UniversalCisco IOS XE 3.13

Cisco IOS XE 3.15.1S

ISR G3 43xx (4321, 4331,4351)

ISR G3 44xx (4431, 4451)

Do not use IOS 15.3(3)M6 for Cisco UBE deployments as you will likely encounter defect CSCuu32159.Note

Gateway SizingIndividual Cisco gateways can handle various call capacities depending on whether they are doing ingressonly, VoiceXML only, or a combination of the two. Gateways doing VoiceXML activities also have differentcall capacities depending on whether or not they are supporting ASR or TTS activities and on the type ofVoiceXML application being executed. For instance, an intensive JavaScript application reduces call capacity.

In general, gateways that perform ingress only can be sized according to the number of TDM cables that canbe connected to them.

Before sizing the voice gateways, use the Unified CCEResource Calculator to determine themaximum numberof trunks (DS0s) and VoiceXML IVR ports needed to support the entire solution.

The following table provides sizing information for different versions of Cisco IOS. The sizing informationis based on these factors:

• The overall CPU usage is not to exceed 75 percent.

• Sizing represents the maximum number of concurrent VoiceXML sessions and VoIP calls on the gateway.

• Sizing is based on Unified CVP VoiceXML documents.

• Sizing includes active conferences and active transfers.


Features and FunctionsGateways

• For the VXML Only columns, sizing includes only basic routing and IP connectivity running on thegateway. If you intend to run additional applications such as fax or other non-contact center traffic,account for that traffic in your deployment's capacity. For the VXML + PTSN columns, the indicatednumber of VoiceXML sessions and voice calls are supported simultaneously on the same gateway.

• Sizing is based on using either the Cisco Call Server or Cisco Unified CVP VXML Server.

• Each gateway is configured to share the load with its redundant pair during normal operations. Undernormal operations, each gateway handles the load close to half of its capacity. During a failover scenario,each gateway operates with its maximum supported load.

• Each port provides TDM and VXML functionality including ASR/TTS.

Table 1: Maximum Number of VoiceXML Sessions Supported by Cisco Voice Gateways (Cisco IOS Release 15.1.4.M7 andLater)

VoiceXML Gateway CPU Capacity for Cisco IOS Release 15.1.4.M7 or Later

MemoryVXML + PSTNVXML OnlyPlatform

RecommendedASRDTMFASRDTMF

2 GB698122901

2 GB314740602911

2 GB487160902921

2 GB6495801202951

2 GB1271901602403925

2 GB1802702283403945

2 GB3755704707003925E

2 GB4506805708503945E

Based on ISO 15.1.4.M7, G.711, basic calls, Ethernet egress, CPU NTE 75%

A single combination gateway cannot exceed the number of concurrent VoiceXML sessions and VoIPcalls.

Note

See the "Gateway Sizing for Contact Center Traffic" topic in Cisco Collaboration System Solution ReferenceNetwork Designs to ensure that the call arrival rates do not exceed the listed capacities (http://www.cisco.com/c/en/us/support/unified-communications/unified-communications-manager-callmanager/products-implementation-design-guides-list.html).


Features and FunctionsGateways

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



CPU Usage

For all gateways, ensure that the overall CPU usage is less than 75 percent on average. The following factorsaffect CPU usage:

• Calls per second (cps)

• Maximum concurrent calls

• Maximum concurrent VoiceXML sessions

• Intensive JavaScript applications

Licence Requirements

If you run VoiceXML on one of the Cisco 2900 and 3900 Series gateways, additional licenses (FL-VXML-1or FL-VXML-12) are required.

Memory Considerations

Consider how much DRAM and flash memory to order. The capacity that comes with the machine by defaultis usually sufficient for most purposes. However, if your application requires large numbers of distinct .wavfiles (as with complex self-service applications) or if your application has unusually large .wav files (as withextended voice messages or music files), consider increasing the amount of DRAM in order to expand yourflash memory.

HTTP cache can only be extended to100 MB in the current Cisco IOS releases.Note

Third-Party VoiceXML Application Consideration

If you are using a non-Cisco VoiceXML application, your deployment must adhere to the CPU usagerequirements. Ensure that adequate memory is available on Cisco gateways at full load when running externalVoiceXML applications.

Contact the provider of that application for performance and availability information. Be aware that third-partyVoiceXML applications are not provided by Cisco, and Cisco makes no claims or warranties regarding theperformance, stability, or feature capabilities of the application when inter-operating in a Cisco environment.

Number of DevicesA 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 CommunicationsManager, this limit applies only to the node with agent devices.

PhonesPackaged CCE supports all the phones that Unified CCE supports, as long as the phone supports the Built-inBridge (BIB), CTI-controlled features under Session Initiation Protocol (SIP) control.

The multiline phone feature is supported.


Features and FunctionsNumber of Devices

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, unlessotherwise noted. All phones listed here support BIB and must be configured as SIP.

NotesPhone

Finesse supports 99xx series phones when the phone is configured for a single lineonly. Multiple lines are not supported. All phones in the system must be configuredwith Max Calls = 2, busy trigger = 1.

CTI OS supports 9951 and 9971.

99xx series

Finesse supports 89xx series phones when the phone is configured for a single lineonly. Multiple lines are not supported. All phones in the system must be configuredwith Max Calls = 2, busy trigger = 1.

CTI OS supports 8941, 8945, and 8961.

89xx series

8811, 8841, 8845, 8851, 8851NR, 8861, and 8865 are supported.88xx series

7975 is supported.797x series

7961, 7962, and 7965 are supported.796x series

7941, 7942, and 7945 are supported.794x series

7911 is supported.791xx series

7821, 7841, and 7861 are supported78xx series

6921, 6941, 6961, and 6945 are supported.69xx series

Version 8.6(x) is supported.Cisco IPCommunicator

Jabber for Windows 9.6 and higher is supported for voice media termination. Videois not supported.

Jabber forWindows

DX650 is supported.DXxx series

TransfersSee Load Capacity, on page 25.

Virtualization for Packaged CCEVMware Feature Support

The list below designates which VMware features can be supported by Packaged CCE while in productionunder load due to the known or unpredictable behavior they may have on the applications. Many of theVMware features that cannot be supported in production can be used within a customer's plannedmaintenance


Features and FunctionsTransfers

downtime, where any interruption will not impact business operations. Some unsupported features will bytheir function cause violation of the Packaged CCE validation rules.

For more information about virtualization, see the Virtualization for Cisco Packaged CCE DocWiki at http://docwiki.cisco.com/wiki/Virtualization_for_Cisco_Packaged_CCE.

Packaged CCE Support in Production?VMwareFeature

YesVM Templates (OVAs)

NoCopy Virtual Machine

NoRestart Virtual Machine on Different ESXi Host

NoResize Virtual Machine

NoVMware Hot Add

YesMultiple Physical NICs and vNICs

NoVMware High Availability (HA)

NoVMware Site Recovery Manager (SRM)

NoVMware vMotion

NoVMware Dynamic Resource Scheduler (DRS)

NoVMware Dynamic Power Management

NoLong Distance vMotion

NoVMware Storage vMotion

NoVMware Update Manager (VUM)

NoVMware Consolidated Backup (VCB)

NoVMware Data Recovery (DR, VDR)

NoVMware Snapshots

NoVMware Fault Tolerance (FT)

NoVMware vCenter Converter

NoVMsafe


Features and FunctionsVirtualization for Packaged CCE



Packaged CCE Support in Production?VMwareFeature

No

Refer to the Cisco Packaged Contact CenterEnterprise Installation and Upgrade Guidefor the Golden Template process. http://www.cisco.com/en/US/products/ps12586/prod_installation_guides_list.html

Note

VMware vShield

NoVirtual Appliance Packaging of UC apps

No3rd-Party VM-based Backup Tools

No3rd-Party VM-based Deployment Tools

No3rd-Party Physical To Virtual (P2V) Migration Tools

No for C240.VMware Boot from SAN

NoAll VMware Features Not Listed

ESXi Counters

The ESXi server and virtual machines must operated within the limits of these key ESXi performance counters:

Performance Indicationand Threshold

DescriptionUnitsMeasurementObjectCategory

This counter should bezero. A non-zero valueindicates storageperformance issue.

Number of diskcommands abortedon this disk in theperiod. Diskcommand abortswhen the diskarray is taking toolong to respond tothe command.(Commandtimeout)

NumberDisk CommandAborts• ESXi

ServervmhbaID

• VMvmhbaID

Disk






24ms latencies or greaterindicates a possibleover-utilized,misbehaving,or mis-configured diskarray.

The averageamount of timetaken for acommand from theperspective of aGuest OS. DiskCommandLatency= KernelCommandLatency+ Physical DeviceCommandLatency.

mSecDisk CommandLatency• ESXi

ServervmhbaID

• VMvmhbaID

Disk

Kernel Command Latencyshould be very small incomparison to the PhysicalDeviceCommandLatency,and it should be close tozero. Kernel CommandLatency can be high, oreven higher than thePhysicalDeviceCommandLatency if there is a lot ofqueuing in the ESXikernel.

The average timespent in ESXiServer VMKernelper command

mSecKernel DiskCommandLatency

• ESXiServervmhbaID

• VMvmhbaID

Disk



I N D E X

A

anti-virus 13automation 14

software 14zip file 14

B

base configuration 14browser software 13

C

call flows 30capacity 27capacity-load 25CCE PAC M1 1Cisco contact center software 12Cisco Unified Border Element 35configuration software 14CRM integration 30

D

database integration 34

E

ESXi versions 12external Unified CM 36

F

failover 17fault tolerance 17

features 5, 9supported 5unsupported 9

Finesse 30

L

load 25

M

media resources 7Microsoft software 13Mobile Agent 31

O

Outbound Option 27

P

phones 39PowerCLI 14

Q

QoS 18

R

recording 31SPAN for Mobile Agent 31Unified CM 31

requirements 12, 14software 12, 14

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

S

servers 11, 15component configurations 15

Silent Monitoring 31SIP REFER 30software 12, 13

anti-virus 13browser 13Microsoft 13

software, configuration 14supported features 5

T

translation routes 30

U

Unified CM 31unsupported features 9

V

virtualization 12

W

WinImage 14

Cisco Packaged Contact Center Enterprise Design Guide, Release 10.0(1)IN-2

Index