UCCE Components

The Unified CCE solution consists primarily of four Cisco software products:

• Unified Communications infrastructure: Cisco Unified CM

• Queuing and self-service: Cisco Unified IP Interactive Voice Response (Unified IP IVR) or Cisco Unified Customer Voice Portal (Unified CVP)

• Contact center routing and agent management: Unified CCE. The major components are CallRouter, Logger, Peripheral Gateway, and the Administration & Data Server/Administration Client.

• Agent desktop software: Cisco Agent Desktop, Cisco Toolkit Agent Desktop (CTI OS), or integrations with third-party customer relationship management (CRM) software through Cisco Unified CRM Connector.

The solution is built on the Cisco IP Telephony infrastructure, which includes:

• Cisco Unified IP Phones

• Cisco voice gateways

• Cisco LAN/WAN infrastructure

Cisco Unified Customer Voice Portal(CVP)

Unified Customer Voice Portal (Unified CVP) is a software application that runs on industry-standard servers such as Cisco Media Convergence Servers (MCS). It provides prompting, collecting, queuing, and call control services using standard web-based technologies. The Unified CVP architecture is distributed, fault tolerant, and highly scalable. With the Unified CVP system, voice is terminated on Cisco IOS gateways that interact with the Unified CVP application server using VoiceXML (speech) and H.323 or SIP (call control). 

Unified Intelligent Contact Manager

Unified CCE may be deployed with Unified ICM to form a complete enterprise call management system. Unified ICM interfaces with ACDs from various vendors (including Cisco Unified CCE), VRUs (including Cisco Unified IP-IVR and Unified CVP), and telephony network systems to efficiently and effectively treat customer contacts such as calls and emails regardless of where the resources are located in the enterprise.

Unified CCE may be deployed in a “hybrid” model with Unified ICM where the CallRouter, Logger, Administrative & Data Servers, and other components are shared between Unified ICM and Unified CCE. (See Unified CCE Software Components for a description of these components.)

Alternatively, Unified CCE may be deployed in a “parent/child” model where Unified ICM is the parent and Unified CCE is the child. This closely resembles the deployment model of Unified ICM with ACDs from other vendors. It is used for a highly scalable deployment because it provides CallRouters, data servers, and so forth for each product, although there are more components to manage and maintain. It is also used for a distributed model where isolation is needed between Unified ICM and Unified CCE, such as in an outsourced operation.