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Cisco Unified Contact Center Enterprise Solution Reference Network Design (SRND)Cisco Unified Contact Center Enterprise (Unified CCE) Release 8.0June 26, 2012

http://www.cisco.com

ALL DESIGNS, SPECIFICATIONS, STATEMENTS, INFORMATION, AND RECOMMENDATIONS (COLLECTIVELY, "DESIGNS") IN THIS MANUAL ARE PRESENTED "AS IS," WITH ALL FAULTS. CISCO AND ITS SUPPLIERS DISCLAIM ALL WARRANTIES, INCLUDING, WITHOUT LIMITATION, THE WARRANTY 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 THE DESIGNS, EVEN IF CISCO OR ITS SUPPLIERS HAVE BEEN ADVISED OF THE POSSIBILITY OF SUCH DAMAGES.

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Cisco Unified Contact Center Enterprise Solution Reference Network Design

20082011 Cisco Systems, Inc. All rights reserved.

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iiiCisco Unified Contact Center Enterprise 8.0 SRND

C O N T E N T S

Preface xvii

New or Changed Information for This Release xvii

Revision History xviii

Obtaining Documentation and Submitting a Service Request xviii

Cisco Product Security Overview xix

C H A P T E R 1 Architecture Overview 1-1Solution Components 1-2

Cisco Unified Communications Manager 1-2Cisco Voice Gateways 1-3Cisco Unified Customer Voice Portal (Unified CVP) 1-4Cisco Unified IP Interactive Voice Response (Unified IP IVR) 1-5Unified Presence Server 1-5Unified ICM 1-5Unified Expert Advisor 1-6

Cisco Unified Contact Center Enterprise (Unified CCE) 1-6Unified CCE Software Components 1-6Redundancy and Fault Tolerance 1-8Customer Instance and Unified CCH 1-8Peripheral Gateway (PG) and PIMs 1-9Network Interface Controller (NIC) 1-10Unified CCE Agent Desktop Options 1-10Administration & Data Server/Administration Client 1-11Administration Server and Administration Client 1-12Unified CCE Reporting 1-14Unified Contact Center Management Portal (CCMP) 1-15JTAPI Communications 1-15Multichannel Subsystems: EIM/WIM 1-17Cisco Unified Outbound Option 1-18Cisco Unified Mobile Agent 1-18Unified System CCE 7.x 1-18Serviceability 1-18

Combining IP Telephony and Unified CCE in the Same Unified CM Cluster 1-20Combining IP Telephony and Unified CCE Extensions on the Same IP Phone 1-21Agent Phones in Countries with Toll-Bypass Regulations 1-21

Contents

ivCisco Unified Contact Center Enterprise 8.0 SRND

Queuing in a Unified CCE Environment 1-22Transfers and Conferences in a Unified CCE Environment 1-22

C H A P T E R 2 Deployment Models 2-1What's New in This Chapter 2-2General Deployment Options 2-2

Agent Peripheral Options 2-3Enterprise Unified CCE Peripheral 2-3Unified CCE System Peripheral 2-3Unified CCE: Administration & Data Server 2-3Deployment Options 2-7Unified System CCE 2-8Parent/Child 2-8SIP Support 2-9Q.SIG Support 2-9IPv6 Support 2-9Service Advertisement Framework Call Control Discovery (SAF CCD) 2-10Cisco Unified Mobile Agent 2-10CTI-OS Multi-Server Support 2-10CAD Multi-Server Support 2-11Virtualization Support 2-11

IPT: Single Site 2-11Unified CCE: Unified CCE System PG 2-13IVR: Treatment and Queuing with Unified IP IVR 2-14IVR: Treatment and Queuing with Unified CVP 2-14Unified CCE: Enterprise Unified CCE PG 2-14IVR: Treatment and Queuing with Unified IP IVR 2-14IVR: Treatment and Queuing with Unified CVP 2-14Unified CCE: Transfers 2-15

IPT: Multi-Site with Centralized Call Processing 2-15IPT: Centralized Voice Gateways 2-16IVR: Treatment and Queuing with Unified IP IVR 2-17IVR: Treatment and Queuing with Unified CVP 2-18Unified CCE: Transfers 2-18IPT: Distributed Voice Gateways 2-18Unified CCE: Unified CCE System PG 2-21Unified CCE: Unified CCE PG 2-22Unified CCE: Transfers 2-22

IPT: Multi-Site with Distributed Call Processing 2-22

Contents

vCisco Unified Contact Center Enterprise 8.0 SRND

Unified CCE: Distributed Voice Gateways with Treatment and Queuing Using Unified IP IVR 2-23

Treatment and Queuing 2-25Transfers 2-25Unified CCE: Unified CCE System PG 2-25Unified CCE: Unified CCE PG 2-25Alternative: Parent/Child 2-25IVR: Distributed Voice Gateways with Treatment and Queuing Using Unified CVP 2-28IVR: Treatment and Queuing 2-30Transfers 2-30Unified CCE: Unified CCE System PG 2-30Unified CCE: Unified CCE PG 2-31Unified CCE: Distributed Unified CCE Option with Distributed Call Processing Model 2-31

IPT: Clustering Over the WAN 2-32Centralized Voice Gateways with Centralized Call Treatment and Queuing Using Unified IP IVR

2-36

Clustering Over the WAN with Unified CCE System PG 2-37Centralized Voice Gateways with Centralized Call Treatment and Queuing Using Unified CVP

2-37

Centralized Voice Gateways with Centralized Call Treatment and Queuing Using Unified System CCE 7.x with Unified CVP 2-38Considerations for Clustering Over the WAN 2-38Distributed Voice Gateways with Distributed Call Treatment and Queuing Using Unified CVP

2-40

Site-to-Site Unified CCE Private Communications Options 2-42Unified CCE Central Controller Private and Unified CM PG Private Across Dual Links 2-42Unified CCE Central Controller Private and Unified CM PG Private Across Single Link 2-42Failure Analysis of Unified CCE Clustering Over the WAN 2-43Entire Central Site Loss 2-43Private Connection Between Site 1 and Site 2 2-44Connectivity to Central Site from Remote Agent Site 2-44Highly Available WAN Failure 2-44Split Unified CCE Gateway PGs 2-45

Remote Agent Over Broadband 2-46Remote Agent with Unified IP Phones Deployed via the Cisco Virtual Office Solution 2-48

Traditional ACD Integration 2-49Hybrid Deployment with PSTN Prerouting 2-49Hybrid Deployment with Fixed PSTN Delivery 2-50Hybrid Deployment with Unified CVP 2-50Parent/Child Deployment 2-51

Traditional IVR Integration 2-52

Contents

viCisco Unified Contact Center Enterprise 8.0 SRND

Using PBX Transfer 2-52Using PSTN Transfer 2-54Using IVR Double Trunking 2-54Using Unified CM Transfer and IVR Double Trunking 2-55

C H A P T E R 3 Design Considerations for High Availability 3-1Designing for High Availability 3-1Data Network Design Considerations 3-4Unified CM and CTI Manager Design Considerations 3-6

Configuring the Unified CCE Peripheral Gateway for CTI Manager Redundancy 3-9Unified IP IVR Design Considerations 3-10

Unified IP IVR High Availability Using Unified CM 3-10Unified IP IVR High Availability Using Unified CCE Call Flow Routing Scripts 3-11

Cisco Unified Customer Voice Portal (Unified CVP) Design Considerations 3-11Cisco Multi-Channel Options with the Cisco Interaction Manager: E-Mail Interaction Manager (EIM) and Web Interaction Manager (WIM) 3-13

Cisco Interaction Manager Architecture Overview 3-14Unified CCE Integration 3-15High Availability Considerations for Cisco Interaction Manager 3-16Load Balancing Considerations 3-16Managing Failover 3-16

Cisco Unified Outbound Option Design Considerations 3-17Peripheral Gateway Design Considerations 3-18

Multiple PIM Connections to a Single Unified CM Cluster 3-19Improving Failover Recovery for Customers with Large Numbers of CTI Route Points 3-19Scaling the Unified CCE PG Beyond 2,000 Agents per Server 3-19Redundant/Duplex Unified CCE Peripheral Gateway Considerations 3-20Unified CM JTAPI and Peripheral Gateway Failure Detection 3-22Unified CCE Redundancy Options 3-22Unified CM Failure Scenarios 3-24Unified CCE Failover Scenarios 3-24Scenario 1: Unified CM and CTI Manager Fail 3-24Scenario 2: Agent PG Side A Fails 3-26Scenario 3: The Unified CM Active Call Processing Subscriber Fails 3-27Scenario 4: The Unified CM CTI Manager Providing JTAPI Services to the Unified CCE PG Fails

3-29

Unified CCE Scenarios for Clustering over the WAN 3-30Scenario 1: Unified CCE Central Controller or Peripheral Gateway Private Network Failure 3-31Scenario 2: Visible Network Failure 3-33Scenario 3: Visible and Private Networks Both Fail (Dual Failure) 3-34

Contents

viiCisco Unified Contact Center Enterprise 8.0 SRND

Scenario 4: Unified CCE Agent Site WAN (Visible Network) Failure 3-35Understanding Failure Recovery 3-36

Unified CM Service