Cisco Packaged Contact Center Enterprise Design Guide, Release
10.5(x)
First Published: 2014-06-18
Last Modified: 2016-12-19
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CONTENTS
Preface
Preface vii
Change History vii
About This Guide x
Audience xi
Organization of This Guide xi
Related Documents xi
Obtaining Documentation and Submitting a Service Request xii
Field Alerts and Field Notices xii
Documentation Feedback xii
Conventions xiii
CHAPTER 1
Introduction 1
Overview of Packaged CCE (CCE PAC M1) 1
Solution Topology 3
CCE PAC M1 Option and Feature Support 4
Integrated Options and Features Available on Host Servers 4
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
CHAPTER 2
System Requirements and Server Configuration 11
Hardware Requirements 11
UCS B Series Platform and Hardware Requirements 12
UCS B Series Platform Storage Area Network Hardware and Transport Requirements 13
UCS B Series LAN Requirements 14
Open Virtualization Files 14
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Contents
VMware Hosting 14
Software 15
Cisco Systems Contact Center Components 15
Peripheral Gateways 16
Video Contact Center Components 16
Third-Party Software 17
Supported Browsers 18
Automation Tools 18
Base Configuration and Utility Tools 19
Side A Server Component Configurations 19
Side B Server Component Configurations 20
Software Licenses 21
Local and Wide Area Network Communications 22
Fault Tolerance 23
Data Backup 23
NTP and Time Synchronization 23
CHAPTER 3
Configuration Limits 25
Packaged CCE Component Capacity 25
Load Capacity 29
Outbound Option Capacity 30
Video Contact Center Capacity 30
CHAPTER 4
Features and Functions 31
Agent and Supervisor 31
Call Flows 31
CRM Integration 31
Desktop and Desktop Customization 32
Recording 32
Silent Monitoring 32
Reporting 33
Unified Intelligence Center Reporting 33
Unified CVP Reporting 34
Remote Office Options 35
Third-party Integration 36
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Contents
Database Integration 36
Voice and Video Infrastructure Requirements 36
Audio Codec Support 36
Conferences 36
Cisco Unified Border Element 36
Cisco Unified Border Element with Outbound Option SIP Dialer 37
Unified Communications Manager 37
VRU and Queuing 38
Gateways 38
Gateway Sizing 39
Endpoints for Agents and Callers 41
Transfers 44
Virtualization for Packaged CCE 44
Cisco Packaged Contact Center Enterprise Design Guide, Release 10.5(x)
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Contents
Cisco Packaged Contact Center Enterprise Design Guide, Release 10.5(x)
vi
Preface
• Change History, page vii
• About This Guide, page x
• Audience, page xi
• Organization of This Guide, page xi
• Related Documents, page xi
• Obtaining Documentation and Submitting a Service Request, page xii
• Field Alerts and Field Notices, page xii
• Documentation Feedback, page xii
• Conventions, page xiii
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
Link
Added support for UCS C240 M4SX TRC#1 for
Packaged CCE Release 10.5(3).
December,
2016
Hardware Requirements, on page 11
Added support for UCS B200 M4 TRC#1 for
Packaged CCE Release 10.5(2).
September,
2015
Hardware Requirements, on page 11
Added support for Exony VIM Reporting.
September,
2015
Cisco SolutionsPlus, on page 6
Added support for Cisco Nexus 1000V.
September,
2015
Virtualization for Packaged CCE, on
page 44
VMware Hosting, on page 14
Cisco Packaged Contact Center Enterprise Design Guide, Release 10.5(x)
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Preface
Change History
Change
Date
Link
Added CPA support with SIP Dialer for Release
10.5(2).
September,
2015
Cisco Unified Border Element with
Outbound Option SIP Dialer, on page
37
Gateway support:
September,
2015
Gateways, on page 38
September,
2015
Endpoints for Agents and Callers, on
page 41
June, 2015
Optional Features That Can Be
Installed on Separate Servers, on page
5
• Added support for ASR 1000
• Added IOS 15.5(3)M1 to the list of supported
software versions
• Added note for IOS 15.3(3)M6 for Cisco
UBE deployments
Endpoint support:
• Added 8811, 8851NR, and 8865 to the list
of supported endpoints
• Added 8845 to the list of supported endpoints
• Added caveats for 89xx and 99xx series
phones
• Added information about disabling JAL and
DTAL
Video Contact Center:
• Added support for the Remote Expert Mobile
deployment of Video Contact Center.
Features Supported with Restrictions,
on page 6
• Added support for Remote Expert Branch
deployments of Video Contact Center,
including Kiosk/ Immersive
Video Contact Center Components,
on page 16
• Remote Expert Mobile Basic deployment
was renamed to Video Contact Center with
Jabber Guest throughout guide.
Added the following capacity limit information:
• Unique Queues for all Agents in a
Supervisor's Teams
• Administrators
• Media Classes
• Media Routing Domains
• Agent Trace
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Endpoints for Agents and Callers, on
page 41
June, 2015
Packaged CCE Component Capacity,
on page 25
Preface
Change History
Change
Date
Link
Updated endpoint support to add Jabber for VXME June, 2015
9.7 and higher and remove 7911 support.
Endpoints for Agents and Callers, on
page 41
Gateway support changes:
Gateways, on page 38
June, 2015
• Added support for 44xx (4321, 4331, 4351)
and 43xx (4331, 4351) gateways.
• Removed IOS 15.1(4)M7 from the list of
supported ISO software versions.
• Added IOS 15.4(3)M2 to the list of supported
ISO software versions.
Added clarification that third-party certificates are June, 2015
not supported for Windows-based components.
Options and Features Not Currently
Supported, on page 9
Updated information about SIP Dialer support of June, 2015
Cisco UBE SIP trunk egress.
Cisco Unified Border Element with
Outbound Option SIP Dialer, on page
37
Added Extension Mobility to list of supported
features available on host servers.
December,
2014
Integrated Options and Features
Available on Host Servers, on page
4
Updated Video Contact Center caller endpoint
support and feature restrictions.
December,
2014
Features Supported with Restrictions,
on page 6
Endpoints for Agents and Callers, on
page 41
Updated gateway and gateway sizing information. December,
2014
Gateways, on page 38
Updated Cisco Unified Border Element (Cisco
UBE) information in several topics.
Outbound Option Capacity, on page
30
December,
2014
Gateway Sizing, on page 39
Moved Cisco UBE configuration for Outbound
Option out of the Outbound Option Capacity topic
and into the Cisco Packaged Contact Center
Enterprise Features Guide chapter for Outbound
Option.
Cisco Unified Border Element , on
page 36
Added the maximum number of monitored devices December,
that can be associated with the pguser.
2014
Packaged CCE Component Capacity,
on page 25
Updated protocol support.
October, 2014
Features Supported with Restrictions,
on page 6
Added support for Video Contact Center feature.
October, 2014
Updates throughout guide
Cisco Unified Border Element with
Outbound Option SIP Dialer, on page
37
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Preface
About This Guide
Change
Date
Link
Added Java to software listing.
July, 2014
Third-Party Software, on page 17
Updated phone support information.
July, 2014
Endpoints for Agents and Callers, on
page 41
Initial release of document for release 10.5(1)
06/18/2014
Cisco Packaged CCE deployments are supported
on Cisco UCS B-Series blade servers.
Software Licenses, on page 21
Hardware Requirements, on page 11
UCS B Series Platform and Hardware
Requirements, on page 12
UCS B Series LAN Requirements, on
page 14
Recording, on page 32
Silent Monitoring, on page 32
Virtualization for Packaged CCE, on
page 44
MR PG accommodates up to four PIMs:
Peripheral Gateways, on page 16
• One Outbound PIM
• One Multichannel PIM for SocialMiner
• One Multichannel PIM for E-Mail Interaction
Manager/Web Interaction Manager
• One Multichannel PIM for a third-party
multichannel application
Increased system capacity for the following items:
• Concurrent active agent limit for Outbound
and Multichannel
Packaged CCE Component Capacity,
on page 25
• Attributes per precision queue
• Active call types
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.
Cisco Packaged Contact Center Enterprise Design Guide, Release 10.5(x)
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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 installing—or upgrading to—the 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 25: configuration limits and capacity.
Chapter 4
Features and Functions, on page 31, in alpha order, from Administration tools to
Virtualization.
Related Documents
Subject
Link
Cisco Packaged Contact Center Enterprise (Packaged http://www.cisco.com/c/en/us/support/
CCE)
customer-collaboration/
packaged-contact-center-enterprise/
tsd-products-support-series-home.html
Cisco Unified Contact Center Enterprise (Unified
CCE)
http://www.cisco.com/c/en/us/support/
customer-collaboration/
unified-contact-center-enterprise/
tsd-products-support-series-home.html
Cisco Unified Communications Manager
http://www.cisco.com/c/en/us/support/
unified-communications/
unified-communications-manager-callmanager/
tsd-products-support-series-home.html
Cisco Packaged Contact Center Enterprise Design Guide, Release 10.5(x)
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Preface
Obtaining Documentation and Submitting a Service Request
Subject
Link
Cisco Unified Intelligence Center
http://www.cisco.com/c/en/us/support/
customer-collaboration/unified-intelligence-center/
tsd-products-support-series-home.html
Cisco Finesse
http://www.cisco.com/c/en/us/support/
customer-collaboration/finesse/
tsd-products-support-series-home.html
Cisco Unified Customer Voice Portal (Unified CVP) http://www.cisco.com/c/en/us/support/
customer-collaboration/unified-customer-voice-portal/
tsd-products-support-series-home.html
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 over—and overrides—these two guides, some
elements 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 Request
For information on obtaining documentation, using the Cisco Bug Search Tool (BST), submitting a service
request, and gathering additional information, see What's New in Cisco Product Documentation, at: http://
www.cisco.com/c/en/us/td/docs/general/whatsnew/whatsnew.html.
Subscribe to What's New in Cisco Product Documentation, which lists all new and revised Cisco technical
documentation as an RSS feed and delivers content directly to your desktop using a reader application. The
RSS feeds are a free service.
Field Alerts and Field Notices
Cisco products may be modified or key processes may be determined to be important. These are announced
through use of the Cisco Field Alerts and Cisco Field Notices. 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 and 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:
[email protected]
Cisco Packaged Contact Center Enterprise Design Guide, Release 10.5(x)
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Preface
Conventions
We appreciate your comments.
Conventions
This document uses the following 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.
• 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.
Cisco Packaged Contact Center Enterprise Design Guide, Release 10.5(x)
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Preface
Conventions
Cisco Packaged Contact Center Enterprise Design Guide, Release 10.5(x)
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CHAPTER
1
Introduction
• Overview of Packaged CCE (CCE PAC M1), page 1
• Solution Topology, page 3
• CCE PAC M1 Option and Feature Support, page 4
Overview of Packaged CCE (CCE PAC M1)
Packaged CCE 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 functionality—call 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 Administration—a 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
Enterprise (Unified CCE)
Yes
Installed as two CCE Call Server VMs (one on the Side A
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
Portal (Unified CVP)
Yes
Installed as two CVP Servers on Side A, two on Side B, and
one CVP OAMP Server on Side A.
Cisco Unified CVP Reporting
Server
No
Used for the Courtesy Callback feature and VXML reporting.
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.
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Overview of Packaged CCE (CCE PAC M1)
VM
Required? Notes
Cisco Unified Intelligence Center Yes
Installed as a Publisher node on Side A and one Subscriber
node on Side B.
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 Communications
Manager
Yes
Unified CM is required as either three on-box VMs or as a
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
Business Edition 7000
Optionally, Packaged CCE may connect to an
existing 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
Interaction Manager
Required for email and web collaboration
management.
Download the OVA that is appropriate for your
EIM/WIM deployment size. Go here to download
the OVA.
External AW-HDS-DDS
You can install the Administration Server, Real-Time
and Historical Data Server, Detail Data Server
(AW-HDS-DDS) on a maximum of two separate
servers. External AW-HDS-DDS is required if
• You need a longer retention period or additional
reporting users.
• You need to connect to a third-party reporting
application.
• You need to connect to a third-party Workforce
Management application.
Go here and navigate to download the OVA.
Select the AW-HDS-DDS template.
Cisco MediaSense
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Provides recording, playback, live streaming, and
storage of media, including audio and video, to
improve customer care.
Introduction
Solution Topology
External Machine
Notes
Cisco Unified CVP Reporting Server
Required for VXML reporting for the Side A Unified
CVP Servers if Packaged CCE is split over a WAN.
Courtesy Callback only uses the Side B Unified CVP
Reporting Server, even when deployed over a WAN
from the A side.
Cisco SocialMiner
Required for the Agent Request feature and for social
media management.
Related Topics
Solution Topology, on page 3
Unified CVP Reporting, on page 34
Unified Communications Manager, on page 37
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.
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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.
Features that have been fully qualified for Packaged CCE are documented in the Cisco Packaged Contact
Center Enterprise Features Guide at http://www.cisco.com/en/US/products/ps12586/prod_maintenance_
guides_list.html.
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
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Introduction
Optional Features That Can Be Installed on Separate Servers
• 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 Servers
These 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 Workforce
Management application
• Integration with existing Unified Communications Manager
• Cisco MediaSense
• Multichannel (Cisco Unified E-Mail Interaction Manager, Cisco Unified Web Interaction Manager, and
eGain Solution Plus or Bucher + Suter Solutions Plus)
• CTI OS-based Silent Monitor (required for SPAN-based silent monitoring only)
• Video Contact Center (requires MediaSense and Cisco Telepresence MCU video conference bridge.)
Video Contact Center with Jabber Guest also requires Cisco Expressway Edge, Cisco Expressway Core,
and Cisco Jabber Guest Server.
The Remote Expert Mobile deployment of Video Contact Center also requires Remote Expert Media
Broker, Remote Expert Application Server, and Reverse Proxy.
• Remote Expert Branch, including Kiosk/Immersive (for more information, see http://www.cisco.com/
c/en/us/solutions/enterprise/design-zone/remote_expert.html)
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Introduction
Features Supported with Restrictions
Cisco SolutionsPlus
Packaged 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)
Note
Exony VIM Reporting requires an External AW-HDS-DDS.
Packaged CCE does not support Exony VIM Provisioning features.
Features Supported with Restrictions
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
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Introduction
Features Supported with Restrictions
Feature
Video Contact Center
Supported
• Caller to agent video
• Video on Hold (agent-initiated)
• Video in Queue
Video in Queue is a feature in
Cisco Unified Customer Voice
Portal that can play videos before
and while a caller is in queue.
Video in Queue also allows the
caller use DTMF keys to interact
with the Unified CVP through
high-definition video prompts, and
to navigate a video menu.
Not supported
The following features are not
supported for video calls:
• Agent Greeting
• Whisper Announcement
• Mobile Agent
• Silent Monitor
• Courtesy Callback
• Outbound Dialer
• Video on Hold
(caller-initiated)
• Recording video calls
• Supervisor Barge-In
• Video Contact Center with Jabber
Guest deployment
• Intercept
• Remote Expert Mobile deployment
• Remote Expert Branch
deployments, including Kiosk/
Immersive
Voice and Video
Infrastructure
Supported
Codecs
For VRU: G.711 mu-law and G.711 A-law iSAC
For voice agents: G.711 mu-law, G.711
A-law, G.729, and G.729a
For video:
• Audio: For video upload,
MediaSense requires AAC-LD
MP4A-LATM. The audio is
converted to AAC-LD
MP4A-LATM, G.711 mu-Law, and
G.722 for streaming playback.
Not supported
iLBC
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.
For video playback, MediaSense
does not support G.711 A-Law.
• Video: H.264
Back-office and agent
All voice requirements.
devices on external Unified
Communications Manager
When there is contact-center
interaction, use of different codec
as external agent devices.
Unified Communications Manager
Cross Cluster Mobility feature.
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Introduction
Features Supported with Restrictions
Voice and Video
Infrastructure
Supported
Not supported
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
Unicast—Unified Communications
Manager Subscriber source only
Multicast
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
Transmission Control Protocol (TCP)
SIP over User Datagram Protocol
(UDP), H323, Media Gateway
Session Initiation Protocol (SIP) over User Control Protocol (MGCP)
Datagram Protocol (UDP) for Outbound SIP over Transmission Control
Option SIP Dialer to egress voice gateway. Protocol (TCP) for Outbound
All subsequent transfers to end points must Option SIP Dialer to egress
use SIP TCP.
gateway
Secure SIP to SIP signaling
Secure RTP (SRTP)
For SRTP, consider the following
points before you enable it:
• The Unified CVP VXML
Browser does not support
SRTP.
• Deployments that use
span-based silent monitoring
do not support SRTP.
• Mobile Agents cannot use
SRTP.
• The Cisco Outbound Option
Dialers do not support SRTP.
While calls are connected to
the Dialer, the calls cannot
use SRTP. But, calls can
negotiate SRTP once the call
is no longer connected to the
Dialer.
Cisco Packaged Contact Center Enterprise Design Guide, Release 10.5(x)
8
Introduction
Options and Features Not Currently Supported
Voice and Video
Infrastructure
Supported
Not supported
High Availability
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 for
the Dialer.
Related Topics
Load Capacity, on page 29
Outbound Option Capacity, on page 30
Voice and Video Infrastructure Requirements, on page 36
Options and Features Not Currently Supported
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 applications—such as
Unity Connection or third-party applications such as CRM and recording—may be deployed on external
servers. The hardware, co-residency, and support requirements must be met for each application residing
on that server. Refer to the documentation for each external application for that guidance.
• 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)
Cisco Packaged Contact Center Enterprise Design Guide, Release 10.5(x)
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Introduction
Options and Features Not Currently Supported
• 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
Cisco Packaged Contact Center Enterprise Design Guide, Release 10.5(x)
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CHAPTER
2
System Requirements and Server Configuration
• Hardware Requirements, page 11
• Open Virtualization Files, page 14
• VMware Hosting, page 14
• Software, page 15
• Side A Server Component Configurations, page 19
• Side B Server Component Configurations, page 20
• Software Licenses, page 21
• Local and Wide Area Network Communications, page 22
• Fault Tolerance, page 23
• Data Backup, page 23
• NTP and Time Synchronization, page 23
Hardware Requirements
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.
For fresh installs or technology refreshes, Packaged CCE supports the Unified Computing System (UCS)
C240 M3S TRC#1, C240 M4SX TRC#1, B200 M3 TRC#1, and B200 M4 TRC#1:
• C240 M3S: http://docwiki.cisco.com/wiki/UC_Virtualization_Supported_Hardware#C240_M3S_
.28SFF.29_TRC.231
• C240 M4SX: http://docwiki.cisco.com/wiki/UC_Virtualization_Supported_Hardware#C240_M4SX_
TRC.231
• B200 M3 TRC#1: http://docwiki.cisco.com/wiki/UC_Virtualization_Supported_Hardware#B200_M3_
TRC.231
• B200 M4 TRC#1:http://docwiki.cisco.com/wiki/UC_Virtualization_Supported_Hardware#B200_M4_
TRC.231
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System Requirements and Server Configuration
UCS B Series Platform and Hardware Requirements
Note
Packaged CCE Release 10.5(3) is required to support UCS C240 M4SX TRC#1 or UCS B200 M4 TRC#1.
For common ground upgrades, Packaged CCE continues to support both the Unified Computing System
(UCS) C240 M3S TRC#1 and C260 M2 TRC#1 servers:
• 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
When ordering Packaged CCE with the UCS B200 M3 TRC#1 or UCS B200 M4 TRC#1, customers must
either already have a supported UCS B-Series platform infrastructure and SAN in their data center or must
purchase these separately. UCS B-Series blades are not standalone servers and have no internal storage.
Important
The two Packaged CCE servers must use the same server model.
UCS B Series Platform and Hardware Requirements
UCS B Series Platform
Component
Models Supported
Notes and Additional Requirements
UCS Blade Server
Cisco UCS B200 M3
If using existing blades, the specification
must match one of the following:
Cisco UCS B200 M4
• B200 M3 TRC#1: http://
docwiki.cisco.com/wiki/UC_
Virtualization_Supported_
Hardware#B200_M3_TRC.231
• B200 M4 TRC#1: http://
docwiki.cisco.com/wiki/UC_
Virtualization_Supported_
Hardware#B200_M4_TRC.231
Note
UCS Blade Server Chassis
UCS Fabric Interconnects
Cisco UCS 5108
• Cisco UCS 6120XP
Minimum two matching UCS fabric
interconnects per Data Center site
• Cisco UCS 6140XP
UCS Manager version 2.2(1) minimum
• Cisco UCS 6248UP
Ethernet End Host mode is required
• Cisco UCS 6298UP
Cisco Packaged Contact Center Enterprise Design Guide, Release 10.5(x)
12
Packaged CCE Release 10.5(2)
and ES update # ICM10.5(2)_
ES8 are required to support UCS
B200 M4.
System Requirements and Server Configuration
UCS B Series Platform Storage Area Network Hardware and Transport Requirements
UCS B Series Platform
Component
UCS Fabric Extenders
Models Supported
• Cisco UCS 2104XP
• Cisco UCS 2204XP
• Cisco UCS 2208XP
Notes and Additional Requirements
Two matching UCS fabric extenders per
Cisco UCS 5108 Blade Server Chassis
Minimum two 10G connections per Fabric
Extender to Fabric Interconnect
Refer to the Cisco Packaged Contact Center Enterprise Installation and Upgrade Guide for additional
information on UCS B Series.
UCS B Series Platform Storage Area Network Hardware and Transport
Requirements
Packaged CCE deployments on a UCS B Series platform require a supported Storage Area Network (SAN).
Packaged CCE blade servers do not come with internal storage and must use Boot from SAN.
Packaged CCE supports the following SAN transports in FibreChannel (FC) End Host or Switch Mode:
• FibreChannel (FC): FC 2/4/8G
• FibreChannel over Ethernet (FCoE): 10G Ethernet
Packaged CCE requirements for SAN:
• Compatibility with the VMware HCL and UCSM Manager Server Interoprability list for UCSM version
deployed
◦http://www.vmware.com/resources/compatibility/search.php
◦http://www.cisco.com/c/en/us/support/servers-unified-computing/unified-computing-system/
products-technical-reference-list.html
• Low latency, where VMware realtime performance statistic disk.totalLatency.average does not exceed
60 (milliseconds) for any Packaged CCE datastore (SAN LUN).
• Conforms with Application IOPS and bandwidth requirements met by provisioned LUNs and SAN
transport. Refer to the Cisco Packaged Contact Center Enterprise Installation and Upgrade Guide for
details on application IOPS and bandwidth requirements.
The following SAN/NAS storage technologies are not supported:
• NFS
• iSCSI
• Infiniband SAN
• Deduplication
SAN LUNs with SATA/SAS 7200 RPM and slower disk drives are only supported where used in Tiered
Storage Pools containing SSD (Solid State) and 10000 and/or 15000 RPM SAS/FC HDDs.
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System Requirements and Server Configuration
UCS B Series LAN Requirements
While customers may use thin provisioned LUNs, Packaged CCE VMs must be deployed Thick-provisioned,
thus SAN LUNs must have sufficient storage space to accommodate all applications VMs on deployment.
UCS B Series LAN Requirements
Topology
Requirements
Notes
Common-L2
10G Ethernet Uplinks required
Single-link, PortChannel, vPC and VSS
uplinks are supported.
Each Fabric Interconnect must connect to
both of two common-L2 10GE switches
(cross-connect)
Visible and Private networks are allowed to
be converged northbound of Fabric
Interconnects (pinning is not required).
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 zip file at Cisco.com.
VMware Hosting
Fresh installs or technology refreshes can deploy on any of these servers:
• C240 M3S TRC#1 with ESXi 5.5 or ESXi 5.1 on VM Version 8
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System Requirements and Server Configuration
Software
• C240 M4SX TRC#1 with ESXi 5.5 or ESXi 5.1 on VM Version 8
• B200 M3 TRC#1 with ESXi 5.5 or ESXi 5.1 on VM Version 8
• B200 M4 TRC#1 with ESXi 5.5 or ESXi 5.1 on VM Version 8
Note
Packaged CCE Release 10.5(3) is required to support UCS C240 M4SX TRC#1 or UCS B200 M4 TRC#1.
Common ground upgrades can deploy on either of these servers:
• C260 M2 TRC#1 with ESXi 5.5 or ESXi 5.1 on VM Version 8
• C240 M3S TRC#1 with ESXi 5.5 or ESXi 5.1 on VM Version 8
Software
Cisco Systems Contact Center Components
Attention
Packaged CCE 10.5(1) shares the same media kit as Unified CCE 10.5(1) which includes some components
not supported in a Packaged CCE deployment. In addition, the 10.5(1) media kit contains components
that are release 10.0(1) which is not used for Packaged CCE 10.5 deployment. Use only release 10.5(1)
software when deploying Packaged CCE 10.5(1).
Component
Major Release Version
Operating System
Cisco Unified Contact Center
Enterprise
10.5(1) and later maintenance
releases
Microsoft Windows
Cisco Unified Customer Voice
Portal
10.5(1) and later maintenance
releases
Microsoft Windows
Cisco Unified Communications
Manager
10.5(1) and later maintenance
releases
Linux-based Cisco Unified
Communications Operating System
10.0(1) and later maintenance
releases
Note
If you use Unified
Communications
Manager 10.5(2) with
Packaged CCE 10.5(1),
you must have ICM
10.5(1) ES9.
Cisco Unified Intelligence Center 10.5(1) and later maintenance
releases
Linux-based Cisco Unified
Communications Operating System
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System Requirements and Server Configuration
Peripheral Gateways
Component
Major Release Version
Operating System
Cisco Finesse
10.5(1) and later maintenance
releases
Linux-based Cisco Unified
Communications Operating System
Optional:
Cisco Unified E-Mail Interaction Manager/Web Interaction Manager - 9.0(1) and later maintenance releases
Cisco SocialMiner - 10.5(1) and later maintenance releases
Cisco MediaSense - 10.5(1) and later maintenance releases
Peripheral Gateways
Two Peripheral Gateways (PGs) are required in the CCE PAC M1 deployment.
• One generic PG with these five Peripheral Interface Managers (PIMs):
◦One Unified Communications Manager PIM
◦Four Voice Response Unit (VRU) PIMs. Two of these connect to the two Unified CVP VMs on
Side A. Two connect to the two Unified CVP VMs on Side B.
• One Media Routing (MR) PG that can accommodate from zero to four PIMs:
Note
You must configure an MR PG. Add MR PIMs only if you use applications that require
them.
◦One Outbound PIM
◦A Multichannel PIM for SocialMiner
◦A Multichannel PIM for E-Mail Interaction Manager / Web Interaction Manager
◦A Multichannel PIM for a third-party multichannel application through Solutions Plus program
No additional PGs or PIMs may be configured or installed.
Note
Packaged CCE does not support off-box PGs.
Video Contact Center Components
The following additional components are required for Video Contact Center and Video Contact Center with
Jabber Guest.
For the supported software versions of the products used with Remote Expert Mobile, see the Cisco Contact
Center Solutions and Unified Communications Manager Solution Configuration Guide for Remote Expert
Cisco Packaged Contact Center Enterprise Design Guide, Release 10.5(x)
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System Requirements and Server Configuration
Third-Party Software
Mobile at http://www.cisco.com/c/en/us/support/customer-collaboration/remote-expert-mobile/
tsd-products-support-series-home.html.
Software/Component
Version
Cisco MediaSense
10.5(1)
Cisco Telepresence MCU
5310 or 5320
Cisco Jabber Guest Server
10.0
Notes
Required only for Video Contact
Center with Jabber Guest.
Cisco Expressway Edge and Core 8.2
Required only for Video Contact
Center with Jabber Guest.
Third-Party Software
This section lists third-party software required to deliver virtualized Contact Center modules.
Note
Third-party software requirements are for both golden templates and direct installs.
Software
Version
Notes
Microsoft Windows Server
2008 R2 Standard Edition
Service Pack 1
Used for:
• Unified CCE Call Server
• Unified CCE Data Server
• Unified CVP Server
• Unified CVP OAMP Server
• Unified CVP Reporting Server
Note
Windows Server 2008 Remote
Desktop is not supported for
software installation or upgrade.
Microsoft Windows Active Windows Server 2003, 2008, and Windows Server Active Directory support
Directory
2012
is inclusive of R2 versions.
Packaged CCE does not require any
specific Active Directory functional level.
Microsoft SQL Server 2008 Service Pack 2
R2 x64 Standard Edition
Used for Unified CCE Data Server.
Cisco Packaged Contact Center Enterprise Design Guide, Release 10.5(x)
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System Requirements and Server Configuration
Supported Browsers
Software
Version
Notes
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
Java
Java 6 Update 30 or latest update. Java 7 and later releases are not supported.
Supported Browsers
These browsers are supported for Release 10.5:
• Microsoft Internet Explorer 9 and 11
• Mozilla Firefox 24 and later
Automation Tools
Download and then install the following tools on the client from which the automation will be run.
Software
Version
Download
GoldenTemplateTool zip file
10.5(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 or 5.1, 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
Microsoft Excel
Release 2003 or later
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.
--
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System Requirements and Server Configuration
Base Configuration and Utility Tools
Base Configuration and Utility Tools
Software
Notes
Download
CCEPACM1BaseConfig_10.5.1.zip This software automatically configures certain
elements needed for every PCCE deployment
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 Base
Configuration script.
Domain_Update_Tool.zip
This tool is required after installing the base
configuration to modify the domain name stored
in the database.
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 the
domain name.
Side A Server Component Configurations
Components
vCPU* RAM HDD (in GB) CPU
Virtual Network
(in GB)
Reservation (in Adapter Type
MHz)
RAM Reservation (in MB)
Unified CCE Call
Server
4
8
80
5000
VMXNet3
8192
Unified CCE Data
Server
4
8
80 + 750
5100
VMXNet3
8192
Unified CVP Server 4
1A
4
150
1800
VMXNet3
4096
Unified CVP Server 4
2A
4
150
1800
VMXNet3
4096
Finesse
4
8
146
8000
E1000
8192
Unified CVP OAMP 1
Server
4
80
no reservation
made
VMXNet3
no reservation made
Unified Intelligence 4
Center Publisher
10
146
900
Flexible
10GB (10240MB)
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System Requirements and Server Configuration
Side B Server Component Configurations
Components
vCPU* RAM HDD (in GB) CPU
Virtual Network
(in GB)
Reservation (in Adapter Type
MHz)
RAM Reservation (in MB)
Unified
Communications
Manager Publisher
2
6
110
3600
VMXNet3
6144
Unified
2
Communications
Manager Subscriber
1
6
110
3600
VMXNet3
6144
* vCPUs are oversubscribed by design.
Side B Server Component Configurations
Components
vCPU*
RAM (in
GB)
HDD (in GB)
CPU Reservation
(in MHz)
Virtual Network
Adapter Type
RAM Reservation (in MB)
Unified CCE Call
Server
4
8
80
5000
VMXNet3
8192
Unified CCE Data
Server
4
8
80 + 750
5100
VMXNet3
8192
Unified CVP Server 4
1B
4
150
1800
VMXNet3
4096
Unified CVP Server 4
2B
4
150
1800
VMXNet3
4096
Unified CVP
Reporting Server
(optional)
4
4
72 + 438
no reservations
made
VMXNet3
no reservations made
Finesse
4
8
146
8000
E1000
8192
Unified Intelligence 4
Center Subscriber
10
146
900
Flexible
10GB (10240MB)
Unified
2
Communications
Manager Subscriber
2
6
110
3600
VMXNet3
6144
* vCPUs are oversubscribed by design.
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System Requirements and Server Configuration
Software Licenses
Software Licenses
Software License
or PAK
Quantity
Included
with
Packaged
CCE license
SKU?
Required?
Details
Unified CVP
4 PAKs
Yes
Yes
1 PAK for each of the four required Unified CVP Servers.
Unified
1 PAK
Intelligence Center
Yes
Yes
1 PAK to be applied to the Unified Intelligence Center Publisher
on Side A.
Unified Call Studio 2 PAKs
Yes
Yes
1 PAK for each Unified Call Studio workstation.
Unified CVP
Reporting Server
1 or 2
PAKs
No
No
Maximum of 2 additional Unified CVP PAKs; 1 PAK for each
optional Unified CVP Reporting Server.
Microsoft
Windows Server
2008 R2
9 -10
licenses
No
Yes
1 Virtual OS license for each of the required Unified CCE Call and
Data 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 CVP OAMP Server = 1 license.
1 additional Windows Server Virtual OS license for an optional
Unified CVP Reporting Server = 1 license
For more information on Microsoft Windows Server
Licensing options, please contact Microsoft or your
authorized Microsoft reseller.
1 license for each Data Server = 2 licenses.
Note
Microsoft SQL
Server 2008
2
No
Yes
VMware vSphere
Standard or
Enterprise ESXi
1 license
per CPU
No
Yes
For more information, see the Virtualization for Cisco Packaged
CCE DocWiki at http://docwiki.cisco.com/wiki/Virtualization_for_
Cisco_Packaged_CCE.
VMware vSphere Enterprise Plus is required for vNetwork
Distributed Switch or Cisco Nexus 1000V support.
VMware vCenter
1 license
No
No
Needed by partners who use the Packaged CCE Golden Template
cloning process.
Required for customer deployments using VMware vNetwork
Distributed Switch or the Cisco Nexus 1000V.
VMware vCenter version must be equal or greater than the vSphere
ESXi host versions managed.
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System Requirements and Server Configuration
Local and Wide Area Network Communications
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 the Cisco Packaged Contact Center Enterprise Installation and Upgrade
Guide for more on this design.
Network uplink designs other than those detailed in the Cisco Packaged Contact Center Enterprise 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 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) and
alternate Active paths to two data center switches. These two data center switches must be configured for
both public and private network communications. 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
Quality of Service and Bandwidth Provisioning
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, at http://www.cisco.com/
en/US/partner/products/sw/custcosw/ps1844/products_implementation_design_guides_list.html.
For video calls, QoS must be enabled for video RTP communication and the data channel. Your network must
have sufficient bandwidth to accommodate the following:
• Video communication between endpoints.
• Communication to VXML/Cisco UBE gateway and Cisco MediaSense server for video playback.
• Video recording by Cisco MediaSense.
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System Requirements and Server Configuration
Fault Tolerance
For more information about video call bandwidth considerations, refer to the "Cisco Collaboration Solutions
Design and Deployment Sizing Considerations" chapter of the Cisco Collaboration System Solution Reference
Network Designs, at http://www.cisco.com/c/en/us/support/unified-communications/
unified-communications-manager-callmanager/tsd-products-support-series-home.html
For bandwidth provisioning information for Cisco MediaSense video playback, refer to the "Scalability and
Sizing" chapter of the Cisco MediaSense Design Guide, at http://www.cisco.com/c/en/us/support/
customer-collaboration/mediasense/tsd-products-support-series-home.html.
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.
For details on WAN fault handling of Packaged CCE split between two data centers, please refer to the
"Unified CCE Failures During Network Failures" in the Cisco Unified Contact Center Enterprise Design
Guide, at http://www.cisco.com/c/en/us/support/customer-collaboration/unified-contact-center-enterprise/
tsd-products-support-series-home.html. Failures between data centers in clustering over WAN apply to
Packaged CCE.
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.
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.
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System Requirements and Server Configuration
NTP and Time Synchronization
Cisco Packaged Contact Center Enterprise Design Guide, Release 10.5(x)
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CHAPTER
3
Configuration Limits
• Packaged CCE Component Capacity, page 25
• Load Capacity, page 29
• Outbound Option Capacity, page 30
• Video Contact Center Capacity, page 30
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
Administrators
Agents
Maximum configured / Notes
100
1000
6000
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Configuration Limits
Packaged CCE Component Capacity
Feature/Component
Active
Web Interaction Manager / E-Mail Interaction Any of the 1000
Manager or 3rd party multichannel integration active agents
Maximum configured / Notes
The number of agents that can be kept busy
depends on the following factors:
• The number of Web Interaction
Manager/E-mail Interaction Manager
web/application server pairs
• The email and chat request rates
See Load Capacity, on page 29.
Mobile Agents
A maximum of 250 Note that the CTI ports on Unified
out of the 1000
Communications Manager cannot exceed 500.
active agents
(250 LCP ports and 250 RCP ports.)
Agents available for Agent Callback Requests Any of the 1000
via SocialMiner
active agents
The number of agents that can be kept busy
depends on the following factors:
• Total number of agent requests per hour.
See Load Capacity, on page 29.
Outbound Agents
Any of the 1000
active agents
The number of agents that can be kept busy
depends on the following factors:
• Lines per agent
• Dialing mode
• Hit rate
• Talk time
See Load Capacity, on page 29.
Supervisors
100 (included in
maximum 1000
concurrent agents)
Agent Trace
600 (included in maximum 6000 agents)
100 (maximum number of agents for whom
agent trace can be enabled)
Agents per Team
50
Supervisors per Team
10
Attributes per System
10,000
Attributes per Agent
50
Bucket Intervals
1000
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Configuration Limits
Packaged CCE Component Capacity
Feature/Component
Active
Maximum configured / Notes
Bulk Jobs
200
Call Types
2000
Call Type skill groups per interval
2000
Departments
50
Departments per Administrator
10
Desk Settings
1000
Dialed Numbers: External Voice
1000
Dialed Numbers: Internal Voice
1000
Dialed Numbers: Multichannel for SocialMiner
500
Dialed Numbers: Multichannel for E-Mail and Web Interaction
Manager
500
Dialed Numbers: Multichannel for Third Party
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.
Media Classes
15
Media Routing Domains
20
Monitored devices associated with pguser
2,500 monitored CTI-controlled devices
associated with the pguser in Unified
Communications Manager. Examples of
monitored CTI-controlled devices include
phones, CTI route points, device profiles, and
LCP ports.
Network VRU Scripts
1000
Precision Queues: PQs per System
2000
Precision Queues: Steps per System
5000
Precision Queues: Steps per Precision Queue
10
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Configuration Limits
Packaged CCE Component Capacity
Feature/Component
Active
Maximum configured / Notes
Precision Queues: Unique Attributes per Precision Queue
10
Queues per Agent (Skill Groups and Precision Queues
combined)
15
Queues: Unique Queues for all Agents in a Supervisor's Teams
(Skill Groups and Precision Queues combined)
50
Reason Codes
100
Reporting: Cisco Unified Intelligence Center Reporting Users 100 (when using the
CCE Data Server as
the data source)
200 (when using an
external
AW-HDS-DDS as
the the data source)
Reporting: Finesse Reporting Users
1000
Reporting: Live Data Reporting Users
Maximum
concurrent Unified
Intelligence Center
reporting users plus
maximum
concurrent Finesse
reporting users
Routing Scripts
500
All logged-in Finesse users can use Live Data
reports
1000
Routing Scripts: Number of Script Versions
100
Skill Groups
3000
Skill Group statistics refresh rate
10 seconds (Default)
Roles
30
Teams
600
Teams per Agent
1
Teams per Supervisor
20
Related Topics
Unified Intelligence Center Reporting, on page 33
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Configuration Limits
Load Capacity
Load Capacity
Feature/Component
Maximum configured / Notes
Conferences
75 simultaneous active conferences or 2250 Busy Hour Call
Attempts.
This limit applies to Unified CM Subscribers connected to the
Unified CCE Call Servers, including agent and back office
devices.
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 email and chat requests
6000 e-mail requests per hour
5000 chat requests per hour
Maximum load for Agent Callback Requests via SocialMiner
1000 agent requests per hour
Music on Hold (Hold/Resume)
225 active calls on hold or 6750 Busy Hour Call Attempts
When this state of the call ends, the call is counted as a normal
call.
Transfers
150 simultaneous active transfers or 4500 Busy Hour Call
Attempts
This limit applies to Unified CM Subscribers connected to the
Unified CCE Call Servers, including agent and back office
devices.
When this state of the call ends, the call is counted as a normal
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 (VRU 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.
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Configuration Limits
Outbound Option Capacity
Outbound Option Capacity
Feature/Component
Maximum configured / Notes
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 VRU Campaigns
100
Port Throttle
10
Proxy/Cisco Unified SIP Proxy (CUSP)
CUSP is supported with Outbound Option Dialer for managing
multiple egress gateways.
Video Contact Center Capacity
Video calls consume more system capacity than audio calls.
Refer to the following documents for MediaSense capacity information:
• Cisco MediaSense Sizing Spreadsheet for MediaSense sizing information.
• The "Scalability and Sizing" chapter of the Cisco MediaSense Design Guide, at http://www.cisco.com/
c/en/us/support/customer-collaboration/mediasense/tsd-products-support-series-home.html for Cisco
MediaSense and Cisco Unified Border Element scalability, sizing, and capacity information.
• The Virtualization for Cisco MediaSense wiki, at docwiki.cisco.com/wiki/Virtualization_for_Cisco_
MediaSense for Cisco MediaSense concurrent capacity information specific to your MediaSense
configuration.
If you are using Video Contact Center with Jabber Guest, refer to the "Cisco Jabber Guest" chapter of the
Cisco Jabber Guest Installation and Administration Guide at http://www.cisco.com/c/en/us/support/
unified-communications/jabber-guest/tsd-products-support-series-home.html for Cisco Jabber Guest with
Cisco Expressway call session capacity.
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CHAPTER
4
Features and Functions
• Agent and Supervisor, page 31
• Reporting, page 33
• Remote Office Options, page 35
• Third-party Integration, page 36
• Voice and Video Infrastructure Requirements, page 36
• Virtualization for Packaged CCE, page 44
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 destinations—but 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
Load Capacity, on page 29
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:
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Features and Functions
Desktop and Desktop Customization
• 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
Recording
Cisco Packaged CCE supports MediaSense for audio recording. However video recording and playback is
not supported.
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.
Note
For any third-party vendor application ERSPAN support on UCS B Series, please consult vendor's
application requirements.
Silent Monitoring
Packaged CCE supports either, but not both, of the following:
• Unified Communications Manager-based (Built In Bridge)
• SPAN for Mobile Agent
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Features and Functions
Reporting
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.
Cisco UCS B-Series deployments that require Cisco CTI OS Silent Monitor Server must use a UCS
C-Series server for that application. UCS B-Series requires ERSPAN, which is not supported by the CTI
OS Silent Monitor Server.
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, install the Administration
Server, Real-Time and Historical Data Server, Detail Data Server (AW-HDS-DDS) on a maximum of two
separate servers.
Your Unified Intelligence Center deployment can have only one historical data source, named “UCCE
Historical”. Your deployment can only have one real-time data source, named “UCCE Realtime”.
Note
To adhere to Packaged CCE specifications, the logger database is pre-sized at 665GB / 400 days when
the logger is configured during installation.
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Features and Functions
Unified CVP Reporting
Reporting Data Source
Supported Applications
Retention Period on Logger
Retention Period on
Historical Data
Server
Logger on CCE Data
Server
Cisco Unified Intelligence
Center is the only
supported reporting
application.
The logger database retention N/A: No HDS is
period is 400 days (13 months) installed.
of 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 for information on using
Unified CCE Web Setup to
modify the Database Retention
Configuration table.
External AW-HDS-DDS
The logger database retention
• Cisco Unified
period is 30 days (1 month) of
Intelligence Center historical summary data and
14 days (two weeks) of call
• External
applications. These detail data.
include:
There is no need for extended
◦Third-party
reporting
applications
The standard Unified
CCE retention period
for the HDS is 1095
days.
retention on the logger when
you are using an external
HDS.
◦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.
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.
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Features and Functions
Remote Office Options
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
feature only
yes
yes
yes
no
VXML reporting
only (LAN)
yes
—
yes
no
VXML reporting
only (WAN)
—
yes
yes
yes
Callback feature
and VXML
reporting (LAN)
yes
—
yes
no
Callback feature
and VXML
reporting (WAN)
—
yes
yes
yes
Remote Office Options
This figure illustrates remote office options that are supported in Packaged CCE.
Figure 1: Remote Office Options
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Features and Functions
Third-party Integration
Third-party Integration
Database Integration
Unified CVP VXML Server is supported. In Packaged CCE deployments, the Unified CVP Server combines
the Unified CVP Call Server and VXML Server functionality.
Voice and Video Infrastructure Requirements
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.
• 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.
For a list of supported audio codecs, see Features Supported with Restrictions, on page 6.
Conferences
See Load Capacity, on page 29.
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 Unified Customer Voice Portal/Cisco Unified
Communications Manager.
Packaged CCE supports Cisco UBE in flow-through mode only, to ensure the optimal performance of DTMF
interworking, 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 interoperability
from the SIP Service Provider to Unified CVP for delivery of call to the agent: SP CLOUD <--> Unified
Border Element <--> CVP.
If you have configured the Video in Queue feature in a Video Contact Center deployment, Cisco UBE connects
video calls to Cisco MediaSense to queue the calls or play video prompts.
Note the following:
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Features and Functions
Unified Communications Manager
• 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 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 38
Cisco Unified Border Element with Outbound Option SIP Dialer
In Release 10.5(1) and earlier, the SIP Dialer only supports Cisco UBE SIP trunk egress with CPA disabled.
As of Release 10.5(2), SIP Dialer supports Cisco UBE SIP trunk egress with CPA enabled.
Although the SIP Dialer does not advertise the A-law codec, SIP Dialers with Cisco UBE support A-law with
specific design considerations. This deployment uses DSP resources on Cisco UBE during the initial negotiation
(no media) between the SIP Dialer and the SIP service provider. During a REFER from the Dialer to the agent,
Cisco UBE renegotiates the codec with the agent's endpoint to use A-law. Cisco UBE then releases the DSP
resource (Transcoder).
Unified Communications Manager
You can install a Unified CM publisher and two subscribers as virtual machines on the Packaged CCE servers.
This configuration supports a combination of up to 2000 configured Agent and Back Office devices, with up
to 1000 active devices at a time. The devices are subject to the Voice and Video Infrastructure Requirements,
on page 36. All devices must be SIP.
Alternatively, you can integrate with one external Unified CM cluster on separate servers. With this
configuration, two of the subscribers must be dedicated to Packaged CCE, supporting a combination of up to
2000 configured Agent and Back Office devices with up to 1000 active at a time. The devices on the dedicated
subscribers must follow the Voice and Video Infrastructure Requirements, on page 36. All devices on these
subscribers must be SIP.
Whether you deploy on-box or off-box, you must minimally use the CUCM 7500-user OVA file that is bundled
in the OVA zip file.
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.
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Features and Functions
VRU and Queuing
Note
If SRTP is enabled, active devices is limited to 900.
Related Topics
Features Supported with Restrictions, on page 6
VRU and Queuing
Unified CVP is the only supported VRU.
Gateways
Packaged Contact Center Enterprise supports ISR G2 gateways with combined or separate TDM gateways
and 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 UBE
is 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 than
when 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 used
for Outbound Option egress with CPA.
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 to
provide the VXML browser.
The following table lists the supported options. Packaged CCE supports IOS M trains only. These IOS release
trains and their later M trains are supported.
Important
For Video Contact Center, IOS 15.3(3)M3 is required.
Category Requirements
Hardware ISR G2 29xx and 39xx
Options ISR G3 4321, 4331, 4351, 4431, 4451
ASR 1000
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Features and Functions
Gateways
Category Requirements
Software Hardware Model
Options
ISR G2 29xx, 39xx
Version
Software Feature Set
15.1(4)M7
Universal
15.2(4)M4
15.2(4)M6
15.3(3)M3
15.4(3)M2
15.5(3)M
ISR G3 43xx (4321, 4331,
4351)
Cisco IOS XE 3.13
Universal
Cisco IOS XE 3.15.1S
ISR G3 44xx (4431, 4451)
ASR 1000
Cisco IOS XE 3.10
Universal
Cisco IOS XE 3.15.1S
Note
Do not use IOS 15.3(3)M6 for Cisco UBE deployments as you will likely encounter defect CSCuu32159.
Gateway Sizing
Individual Cisco gateways can handle various call capacities depending on whether they are doing ingress
only, VoiceXML only, or a combination of the two. Gateways doing VoiceXML activities also have different
call capacities depending on whether or not they are supporting ASR or TTS activities and on the type of
VoiceXML 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 can
be connected to them.
Before sizing the voice gateways, use the Unified CCE Resource Calculator to determine the maximum number
of 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 information
is 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.
• For the VXML Only columns, sizing includes only basic routing and IP connectivity running on the
gateway. 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 indicated
number of VoiceXML sessions and voice calls are supported simultaneously on the same gateway.
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Features and Functions
Gateways
• 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. Under
normal 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 and
Later)
VoiceXML Gateway CPU Capacity for Cisco IOS Release 15.1.4.M7 or Later
Platform
VXML Only
VXML + PSTN
Memory
DTMF
ASR
DTMF
ASR
Recommended
2901
12
8
9
6
2 GB
2911
60
40
47
31
2 GB
2921
90
60
71
48
2 GB
2951
120
80
95
64
2 GB
3925
240
160
190
127
2 GB
3945
340
228
270
180
2 GB
3925E
700
470
570
375
2 GB
3945E
850
570
680
450
2 GB
Based on ISO 15.1.4.M7, G.711, basic calls, Ethernet egress, CPU NTE 75%
Note
A single combination gateway cannot exceed the number of concurrent VoiceXML sessions and VoIP
calls.
See the "Gateway Sizing for Contact Center Traffic" topic in Cisco Collaboration System Solution Reference
Network 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).
CPU Usage
For all gateways, ensure that the overall CPU usage is less than 75 percent on average. The following factors
affect CPU usage:
• Calls per second (cps)
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Features and Functions
Endpoints for Agents and Callers
• 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-1
or FL-VXML-12) are required.
Memory Considerations
Consider how much DRAM and flash memory to order. The capacity that comes with the machine by default
is usually sufficient for most purposes. However, if your application requires large numbers of distinct .wav
files (as with complex self-service applications) or if your application has unusually large .wav files (as with
extended voice messages or music files), consider increasing the amount of DRAM in order to expand your
flash memory.
Note
HTTP cache can only be extended to100 MB in the current Cisco IOS releases.
Third-Party VoiceXML Application Consideration
If you are using a non-Cisco VoiceXML application, your deployment must adhere to the CPU usage
requirements. Ensure that adequate memory is available on Cisco gateways at full load when running external
VoiceXML applications.
Contact the provider of that application for performance and availability information. Be aware that third-party
VoiceXML applications are not provided by Cisco, and Cisco makes no claims or warranties regarding the
performance, stability, or feature capabilities of the application when inter-operating in a Cisco environment.
Endpoints for Agents and Callers
Packaged CCE supports all the endpoints that are supported by Unified CCE, provided that the endpoint
supports the Built-in Bridge (BIB), CTI-controlled features under Session Initiation Protocol (SIP) control.
The multiline phone feature is supported.
Skinny Call Control Protocol (SCCP) endpoints are not supported.
The following tables show the endpoints that are supported for the following:
• Voice only
• Voice and Video
• Video callers in the Remote Expert Mobile Basic deployment of Video Contact Center
Both CTI OS and Finesse are supported, unless otherwise noted. All endpoints listed here support BIB and
must be configured as SIP.
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Endpoints for Agents and Callers
Endpoints Supported for Voice Only
Packaged CCE supports the endpoints in this table for voice only.
Table 2: Endpoints supported for voice only
Endpoint
Supported Model or Software Version
99xx series
9951 and 9971
89xx series
8941, 8945, and 8961
88xx series
8811, 8841, 8845, 8851, 8851NR, 8861, and 8865
797x series
7975
796x series
7961, 7962, and 7965
794x series
7941, 7942, and 7945
78xx series
7821, 7841, and 7861
69xx series
6921, 6941, 6961, and 6945
Cisco IP
Communicator
Version 8.6(x)
The Join Across Line and Direct Transfer Across Line (DTAL) phone features are not supported and must
be disabled on phones that come packaged with the features.
For any phone that allows Single Line Mode, you can use Shared Line on a non-ACD line. You must have
your PG in Single Line Mode (set the Agent Phone Line Control setting to Single Line).
Note
If your Finesse agents use 89xx or 99xx series phones, you must enable Multi-Line on the Unified
Communications Manager peripheral. This configuration option is a peripheral-wide option. If you enable
Multi-Line for even one agent who uses an 89xx or 99xx Series phone, you must enable it for all agents.
You must configure all phones with the following settings:
• Set Maximum number of calls to 2.
• Set Busy trigger to 1.
Endpoints Supported for Voice and Video
Packaged CCE supports the endpoints in this table for voice and for video, as part of Video Contact Center.
Additionally, callers within the enterprise's network whose endpoints are registered with the Unified
Communications Manager can use these endpoints for video calls.
TC 7.0.1 or higher firmware is required for all video endpoints other than Jabber.
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Endpoints for Agents and Callers
Note
For endpoints supported in Remote Expert Mobile deployments of Video Contact Center, see the Cisco
Contact Center Solutions and Unified Communications Manager Solution Configuration Guide for Remote
Expert Mobile at http://www.cisco.com/c/en/us/support/customer-collaboration/remote-expert-mobile/
tsd-products-support-series-home.html.
Table 3: Phones supported for voice and for video (as part of Video Contact Center)
Phone Series or
Software
Supported Phone Model or Software Version
Jabber
Jabber for Windows 9.7 and higher
Jabber for Mac 9.6 and higher
Jabber for VXME 9.7 and higher
Telepresence
C40, C60, and C90
Integrator Cxx series
DXxx series
DX650, DX70, and DX80
EXxx series
EX60 and EX90
MXxx series
MX300 G2, MX700, and MX800
Telepresence
SX10, SX20, and SX80
Integration Solutions
SXxx series
Endpoints for Callers in the Video Contact Center with Jabber Guest Deployment
Callers outside of the enterprise's network can use the following endpoints, as part of the Video Contact Center
with Jabber Guest deployment:
• Jabber for iOS
• Jabber Guest apps
• Jabber Guest browser client on a multimedia-capable computer with a camera and microphone for video
calls
Jabber Guest browser client requirements are described in this table.
Table 4: Client Requirements
PC Requirements
Operating system
Mac Requirements
Microsoft Windows Vista Service Pack Apple Mac OS X 10.7 (Lion) or
2 (SP2) or later
later
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Features and Functions
Transfers
Hardware
PC Requirements
Mac Requirements
GPU capable of OpenGL 1.2 or later
Apple computer with Intel x86
processor
Minimum CPU supporting SSE2
(Pentium IV or newer)
Encoding at 720p 30 fps requires
Encoding at 720p 30 fps requires Intel Intel Core2Duo @ 1.2 GHz or
better. For optimal experience,
Core2Duo @ 1.2 GHz or better
Core2Duo @ 2 GHz with 2 MB
Encoding at VGA 30 fps can be done L2 cache per core is
on as low-end CPUs as the Intel Atom recommended.
@ 1.6 GHz
Browsers
Mozilla Firefox 10 or later
Apple Safari 5 or later
Google Chrome 18 or later
Mozilla Firefox 10 or later2
Microsoft Internet Explorer 8 or later Google Chrome 18 or later
(32-bit, or 64-bit running 32-bit tabs
only. 64-bit browsers running 64-bit
tabs are not supported.)
Note
On Windows 8 or later, only
the desktop version is
supported. The Metro version
won't work.
1
1 To configure Internet Explorer on Windows 8 or later to open the desktop version by default, do the following:
1
2
3
4
Open Microsoft Internet Explorer.
On the Tools menu, click Internet options.
Click the Programs tab.
Under Opening Internet Explorer, choose Always in Internet Explorer on the desktop.
2 Currently, a known issue with Firefox on Mac OS X prevents full-screen video. This option is not offered for this combination of browser and operating system.
Transfers
See Load Capacity, on page 29.
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.
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Features and Functions
Virtualization for Packaged CCE
For more information about virtualization, see the Virtualization for Cisco Packaged CCE DocWiki at http:/
/docwiki.cisco.com/wiki/Virtualization_for_Cisco_Packaged_CCE.
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 vNetwork Distributed Switch
Yes
Packaged CCE supports Cisco Nexus 1000V.
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
VMsafe
No
Cisco Packaged Contact Center Enterprise Design Guide, Release 10.5(x)
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Features and Functions
Virtualization for Packaged CCE
VMwareFeature
Packaged CCE Support in Production?
VMware vShield
No
Note
Virtual Appliance Packaging of UC apps
No
3rd-Party VM-based Backup Tools
No
3rd-Party VM-based Deployment Tools
No
Refer to the Cisco Packaged Contact Center
Enterprise Installation and Upgrade Guide
for the Golden Template process. http://
www.cisco.com/en/US/products/ps12586/
prod_installation_guides_list.html
3rd-Party Physical To Virtual (P2V) Migration Tools No
VMware Boot from SAN
No for C240.
Yes for UCS B-Series.
All VMware Features Not Listed
Cisco Packaged Contact Center Enterprise Design Guide, Release 10.5(x)
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No
INDEX
A
anti-virus 18
automation 18
software 18
zip file 18
features 4, 5, 9
supported 4, 5
unsupported 9
Finesse 31
L
B
base configuration 19
browser software 18
C
call flows 31
capacity 30
capacity-load 29
CCE PAC M1 1
Cisco contact center software 15
Cisco Unified Border Element 36
configuration software 19
CRM integration 31
load 29
M
media resources 8
Microsoft software 17
Mobile Agent 32
O
Outbound Option 30
P
D
phones 41
PowerCLI 18
database integration 36
R
E
external Unified CM 37
recording 32
SPAN for Mobile Agent 32
Unified CM 32
requirements 15, 18
software 15, 18
F
failover 23
fault tolerance 23
Cisco Packaged Contact Center Enterprise Design Guide, Release 10.5(x)
IN-1
Index
S
T
servers 11, 20
component configurations 20
Silent Monitoring 32
SIP REFER 31
software 15, 17, 18
anti-virus 18
browser 18
Microsoft 17
software, configuration 19
supported features 4, 5
translation routes 31
U
Unified CM 32
unsupported features 9
W
WinImage 18
Cisco Packaged Contact Center Enterprise Design Guide, Release 10.5(x)
IN-2