Cisco Unified Contact Center Enterprise Solution Reference ...

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THE SPECIFICATIONS AND INFORMATION REGARDING THE PRODUCTS IN THIS MANUAL ARE SUBJECT TO CHANGE WITHOUT NOTICE. ALL STATEMENTS, INFORMATION, AND RECOMMENDATIONS IN THIS MANUAL ARE BELIEVED TO BE ACCURATE BUT ARE PRESENTED WITHOUT WARRANTY OF ANY KIND, EXPRESS OR IMPLIED. USERS MUST TAKE FULL RESPONSIBILITY FOR THEIR APPLICATION OF ANY PRODUCTS. THE SOFTWARE LICENSE AND LIMITED WARRANTY FOR THE ACCOMPANYING PRODUCT ARE SET FORTH IN THE INFORMATION PACKET THAT SHIPPED WITH THE PRODUCT AND ARE INCORPORATED HEREIN BY THIS REFERENCE. IF YOU ARE UNABLE TO LOCATE THE SOFTWARE LICENSE OR LIMITED WARRANTY, CONTACT YOUR CISCO REPRESENTATIVE FOR A COPY. The Cisco implementation of TCP header compression is an adaptation of a program developed by the University of California, Berkeley (UCB) as part of UCB’s public domain version of the UNIX operating system. All rights reserved. Copyright © 1981, Regents of the University of California. NOTWITHSTANDING ANY OTHER WARRANTY HEREIN, ALL DOCUMENT FILES AND SOFTWARE OF THESE SUPPLIERS ARE PROVIDED “AS IS” WITH ALL FAULTS. CISCO AND THE ABOVE-NAMED SUPPLIERS DISCLAIM ALL WARRANTIES, EXPRESSED OR IMPLIED, INCLUDING, WITHOUT LIMITATION, THOSE OF MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE AND NONINFRINGEMENT OR ARISING FROM A COURSE OF DEALING, USAGE, OR TRADE PRACTICE. IN NO EVENT SHALL CISCO OR ITS SUPPLIERS BE LIABLE FOR ANY INDIRECT, SPECIAL, CONSEQUENTIAL, OR INCIDENTAL DAMAGES, INCLUDING, WITHOUT LIMITATION, LOST PROFITS OR LOSS OR DAMAGE TO DATA ARISING OUT OF THE USE OR INABILITY TO USE THIS MANUAL, EVEN IF CISCO OR ITS SUPPLIERS HAVE BEEN ADVISED OF THE POSSIBILITY OF SUCH DAMAGES. CCVP, the Cisco Logo, and the Cisco Square Bridge logo are trademarks of Cisco Systems, Inc.; Changing the Way We Work, Live, Play, and Learn is a service mark of Cisco Systems, Inc.; and Access Registrar, Aironet, BPX, Catalyst, CCDA, CCDP, CCIE, CCIP, CCNA, CCNP, CCSP, Cisco, the Cisco Certified Internetwork Expert logo, Cisco IOS, Cisco Press, Cisco Systems, Cisco Systems Capital, the Cisco Systems logo, Cisco Unity, Enterprise/Solver, EtherChannel, EtherFast, EtherSwitch, Fast Step, Follow Me Browsing, FormShare, GigaDrive, GigaStack, HomeLink, Internet Quotient, IOS, IP/TV, iQ Expertise, the iQ logo, iQ Net Readiness Scorecard, iQuick Study, LightStream, Linksys, MeetingPlace, MGX, Networking Academy, Network Registrar, Packet, PIX, ProConnect, RateMUX, ScriptShare, SlideCast, SMARTnet, StackWise, The Fastest Way to Increase Your Internet Quotient, and TransPath are registered trademarks of Cisco Systems, Inc. and/or its affiliates in the United States and certain other countries. All other trademarks mentioned in this document or Website are the property of their respective owners. The use of the word partner does not imply a partnership relationship between Cisco and any other company. (0609R) Cisco Unified Contact Center Enterprise 7.x SRND © 2006 Cisco Systems, Inc. All rights reserved.
OL-8669-05 Preface xv New or Changed Information for This Release xv Revision History xvi Obtaining Documentation xvi Cisco.com xvi Product Documentation DVD xvii Ordering Documentation xvii Documentation Feedback xvii Cisco Product Security Overview xvii Reporting Security Problems in Cisco Products xviii Obtaining Technical Assistance xviii Cisco Technical Support & Documentation Website xix Submitting a Service Request xix Definitions of Service Request Severity xx Obtaining Additional Publications and Information xx CHAPTER 1 Architecture Overview 1-1 Cisco Unified CallManager 1-2 Cisco Unified Customer Voice Portal (Unified CVP) 1-3 Cisco Unified IP Interactive Voice Response (Unified IP IVR) 1-4 Cisco Unified Intelligent Contact Management (Unified ICM) Software 1-5 Basic Unified CCE Call and Message Flow 1-5 ICM Software Modules 1-7 Unified CCE Components, Terminology, and Concepts 1-9 Unified CCE Agent Interface 1-9 Cisco Agent Desktop 1-10 Cisco Toolkit Desktop 1-10 Embedded CRM Desktops 1-10 Cisco Unified IP Phone Agent 1-11 Unified CCE Supervisor Interface 1-11 Cisco Supervisor Desktop 1-11 Cisco Toolkit Desktop 1-11 CTI Object Server (CTI OS) 1-11 Administrative Workstation 1-12 CONTENTS Cisco Unified Contact Center Enterprise 7.x SRND iii
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Chapter 2 Deployment Models Unified
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DiffServ Differentiated Services DM
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MDF Main distribution frame MDS Mes
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SRND Solution Reference Network Des
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security 7-5 sizing call center res
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CTI Desktop Toolkit 4-4, 4-5, 4-12
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modes for outbound dialer 5-3 MoH 6
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public network 11-3, 11-7, 11-10, 1
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