Cisco Packaged Contact Center Enterprise Product Specifications
Release 9.0(x)
First Published: July 09, 2012
Last Modified: July 21, 2014
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CONTENTS
CHAPTER 1
Cisco Packaged Contact Center Enterprise Release 9.0(x) 1
Overview of Packaged CCE (CCE PAC M1) 2
CCE PAC M1 Option and Feature Support 2
Cisco SolutionsPlus 4
Features Supported with Restrictions 4
Related Documents 7
Solution Topology 8
Remote Office Options 10
Supported Browsers 10
Platform Specifications 11
Peripheral Gateways 15
Agent and Supervisor Capabilities 15
IVR and Queuing 17
Unified Intelligence Center Reporting 18
Unified CVP Reporting 19
Data Backup 20
Third-Party Integration 20
Voice Infrastructure 21
Administration Tools 24
Configuration Limits 25
Configuration Details 26
Change Log 31
APPENDIX A
Appendix A: Supported Gateways 35
APPENDIX B
Appendix B: Supported Phones 37
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Contents
Cisco Packaged Contact Center Enterprise Product Specifications Release 9.0(x)
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CHAPTER
1
Cisco Packaged Contact Center Enterprise
Release 9.0(x)
Cisco Packaged Contact Center Enterprise (Packaged CCE) is a solution deployment for delivering Cisco
Unified Contact Center Enterprise in a virtualized environment. The initial model of Packaged CCE (CCE
PAC M1) supports up to 1000 agents. Packaged CCE requires strict adherence to configuration and capacity
limits. It is mandatory to follow all rules and requirements stated in this document.
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 9.0 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.
This chapter provides you with the following information about CCE PAC M1:
• Overview of Packaged CCE (CCE PAC M1), page 2
• Solution Topology, page 8
• Remote Office Options, page 10
• Supported Browsers, page 10
• Platform Specifications, page 11
• Peripheral Gateways, page 15
• Agent and Supervisor Capabilities, page 15
• IVR and Queuing, page 17
• Unified Intelligence Center Reporting, page 18
• Data Backup, page 20
• Third-Party Integration, page 20
• Voice Infrastructure, page 21
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Cisco Packaged Contact Center Enterprise Release 9.0(x)
Overview of Packaged CCE (CCE PAC M1)
• Administration Tools, page 24
• Configuration Limits, page 25
• Configuration Details, page 26
• Change Log, page 31
Overview of Packaged CCE (CCE PAC M1)
CCE PAC M1 is the current deployment model for Cisco Packaged Contact Center Enterprise (Packaged
CCE). It delivers Cisco Contact Center Enterprise on a single pair of core duplexed Unified Computing System
(UCS) servers, referred to as Side A and Side B. CCE PAC M1 is deployed in a virtualized environment, using
OVA templates that are downloaded from Cisco Systems, Inc.
Packaged CCE (CCE PAC M1) provides 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, a simplified installation process, easier operation and maintenance, and Unified CCE
Web Administration, the streamlined, browser-based administration interface.
CCE PAC M1 is a virtual deployment that includes:
• Cisco Unified Contact Center Enterprise (Unified CCE)
• Cisco Unified Customer Voice Portal (Unified CVP)
• Cisco Unified Intelligence Center (Unified Intelligence Center)
• Cisco Unified Communications Manager (Unified Communications Manager), and
• Cisco Finesse (Finesse)
Related Topics
Platform Specifications, on page 11
Solution Topology, on page 8
Remote Office Options, on page 10
CCE PAC M1 Option and Feature Support
These integrated options and features are available on the VMs on the core servers:
• Agent Greeting
• Congestion Control
• Courtesy Callback
• Database Integration via Unified CVP
• Location Based Call Admission Control (CAC)
• Mobile Agent
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Cisco Packaged Contact Center Enterprise Release 9.0(x)
CCE PAC M1 Option and Feature Support
• Outbound Option
• Post Call Survey
• Precision Routing
• Support for Back Office Phones
• Unified CM-based Silent Monitoring
• Unified CVP Reporting
• Whisper Announcement
These elective and optional features can be installed on separate servers on the same network:
• 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
• Integration with existing Unified CM
• MediaSense - 9.1(1)
• Multichannel - Unified EIM/WIM 9.0 and later maintenance releases
• CTI OS based Silent Monitor (required for SPAN-based silent monitoring only)
• SocialMiner - 9.0(1)
At this time, the following options and features are not supported in the 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 if the hardware, co-residency, and support requirements are for each application residing on that
server. Refer to the documentation for each external application for that guidance.
• Cisco Agent Desktop
• Cisco Agent Desktop Browser Edition
• Cisco Business Edition 6000
• Contact Center Management Portal (CCMP)
• Customer Voice Portal Call Director
• Cisco Intelligent Contact Management (ICM) to ICM Gateway
• Dialed Number Plan (DNP)
• Parent Child
• Remote Silent Monitoring (RSM)
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Cisco SolutionsPlus
• Time-division Multiplexing (TDM) (3rd party legacy Automatic Call Distribution integration)
• Translation Route
• Unified IP Interactive Voice Response (IVR)
• Video
Related Topics
Voice Infrastructure, on page 21
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
Note
Packaged CCE does not support Exony VIM.
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
Cisco Business Edition
7000
Off-box Unified Communications Manager On-box Unified Communications
Manager
Voice Infrastructure
Supported
Not supported
ASR/TTS
Except as noted.
A-Law codec for CVP
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Features Supported with Restrictions
Voice Infrastructure
Supported
Not supported
Codecs
For IVR: G.711 u-law and G.711 a-law
iSAC
For agents: G.711 u-law, G.711 a-law.
G.729, and G.729a
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.
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.
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.
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Features Supported with Restrictions
Voice Infrastructure
Supported
Not supported
Protocol
Session Initiation Protocol (SIP) over
Transmission Control Protocol (TCP)
SIP over User Datagram Protocol
(UDP), H323, Media Gateway
Control Protocol (MGCP)
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. While calls are
connected to the VXML
Browser, the calls cannot use
SRTP. But, calls can
negotiate SRTP once the
media no longer terminates
in the VXML Browser.
• Unified CCE does not support
SRTP when the deployment
uses span-based silent
monitoring.
• 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.
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Cisco Packaged Contact Center Enterprise Release 9.0(x)
Related Documents
Voice Infrastructure
Supported
Not supported
Proxy
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 from
the Dialer.
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 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
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Cisco Packaged Contact Center Enterprise Release 9.0(x)
Solution Topology
Subject
Link
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.
Solution Topology
This illustration shows the location of the nine virtual machines on Side A and the eight virtual machines on
Side B in a deployment where 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 CM Subscriber 1. Side B will not have the Unified CM Subscriber 2.
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Cisco Packaged Contact Center Enterprise Release 9.0(x)
Solution Topology
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Cisco Packaged Contact Center Enterprise Release 9.0(x)
Remote Office Options
Remote Office Options
This figure illustrates remote office options that are supported in Packaged CCE.
Figure 1: Remote Office Options
Supported Browsers
Unified CCE Web Administration 9.0(x) has been qualified for:
• Microsoft Internet Explorer 9
• Mozilla Firefox 11 and later
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Cisco Packaged Contact Center Enterprise Release 9.0(x)
Platform Specifications
Platform Specifications
Platform Specifications
CCE PAC M1
Hardware
Notes
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.
Packaged CCE now supports both the Unified
Computing System (UCS) C240 M3S TRC#1 and
C260 M2 TRC#1 servers for existing deployments.
Only the UCS C240 M3S TRC#1 is available for new
Packaged CCE orders.
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
Cisco Systems
Software
Unified CCE 9.0(2) and later maintenance releases
Unified Communications Manager 8.6(1) or 9.1(1)
and later maintenance releases
Unified CVP 9.0(1) and later maintenance releases
Unified Intelligence Center 9.0(2), 9.1(1) and later
maintenance releases
Finesse 9.1(1) and later maintenance releases
IOS Image: for supported IOS versions, see Appendix
A: Supported Gateways, on page 35.
Multichannel—E-Mail Manager/Web Interaction
Manager 9.0(x).
Operating System
Unified CCE: Microsoft Windows Server 2008 R2
Service Pack 1
Unified CVP: Microsoft Windows Server 2008 R2
Service Pack 1
Database
Unified CCE: Microsoft SQL Server 2008 R2 SP2
Standard Edition x64
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Platform Specifications
CCE PAC M1
Antivirus Software
Notes
McAfee Virus Scan Enterprise 8.7i/8.8i
Symantec Endpoint Protection 11.0/12.1
Trend Micro ServerProtect Version 5.7/5.8
ESXi
ESXi 5.0 with VM version 8 and ESXi 5.1 with VM Each server has 2 CPUs,
version 8 are both supported.
You need one license for
each CPU.
Sides A and B must use the same ESXi.
Remote Access
Options
Windows Server 2008 Remote Desktop
Remote Desktop is not
supported for software
installation or upgrade.
Fault Tolerance
Unified CCE (Duplex Mode)
Simplex deployment is not
supported in CCE PAC M1.
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, which 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 a double
failure requires manual
intervention.
For QoS configuration, refer
to: Installing and
Configuring Cisco
Packaged Contact Center
Enterprise .
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Cisco Packaged Contact Center Enterprise Release 9.0(x)
Platform Specifications
CCE PAC M1
OVA Files for core
components
Notes
New installations of Packaged Contact Center
Enterprise 9.0(x) use the following OVA files:
CCE-PAC-M1-CCE-vmv8-v9.0.1.ova
CCE-PAC-M1-CVP-vmv8-v9.0.1.ova
CCE-PAC-M1-Finesse-vmv8-9.0.1.ova
cucm_9.1_vmv8_v1.7.ova
CCE-PAC-M1-IntelligenceCenter-vmv8-fv2.1-v9.0.ova
CCE-PAC-M1-CVP-Reporting-Server-vmv8-v9.0.1.ova
All of the OVAs listed above are available in a single
zip file, which you can download from the Packaged
Contact Center Enterprise Virtual Machine Templates
site.
OVA File for
EIM/WIM
If you install EIM/WIM on a separate server,
download the OVA that is appropriate for your
EIMWIM deployment size. Go here to download the
OVA.
OVA Files for external
Unified
Communications
Manager (optional)
For Cisco Unified Communications Manager and for
Cisco Business Edition 7000, use the 7500-User VM
Configuration or larger for Subscriber nodes on an
external/existing cluster.
OVA Files for external Go here and navigate to download the 9.0 OVA.
AW-HDS-DDS
(optional)
Use the AW-HDS-DDS
template.
Side A Server Component Configurations
Components
vCPU*
RAM (in
GB)
HDD (in GB)
CPU
Reservation
(in MHz)
RAM Reservation
(in MB)
Unified CCE
Call Server
4
8
80
5000
8192
Unified CCE
Data Server
4
8
80 + 750
5100
8192
Unified CVP
Server 1A
4
4
150
1800
4096
Unified CVP
Server 2A
4
4
150
1800
4096
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Platform Specifications
Components
vCPU*
RAM (in
GB)
HDD (in GB)
CPU
Reservation
(in MHz)
RAM Reservation
(in MB)
Cisco Finesse
4
8
146
8000
8192
Unified OAMP 1
Server
4
80
no
reservation
made
no reservation
made
Unified
Intelligence
Center
Publisher
4
6
146
800
6144
Unified CM
Publisher
2
6
110
3600
6144
Unified CM
Subscriber 1
2
6
110
3600
6144
* vCPUs are over-subscribed by design.
Side B Server Component Configurations
Components
vCPU*
RAM (in
GB)
HDD (in GB)
CPU
Reservation
(in MHz)
RAM Reservation
(in MB)
Unified CCE
Call Server
4
8
80
5000
8192
Unified CCE
Data Server
4
8
80 + 750
5100
8192
Unified CVP
Server 1B
4
4
150
1800
4096
Unified CVP
Server 2B
4
4
150
1800
4096
Unified CVP
Reporting
Server
(optional)
4
4
72 + 438
No
No Reservations
Reservations
Cisco Finesse
4
8
146
8000
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8192
Cisco Packaged Contact Center Enterprise Release 9.0(x)
Peripheral Gateways
Components
vCPU*
RAM (in
GB)
HDD (in GB)
CPU
Reservation
(in MHz)
RAM Reservation
(in MB)
Unified
Intelligence
Center
Subscriber
4
6
146
800
6144
Unified CM
Subscriber 2
2
6
110
3600
6144
* vCPUs are over-subscribed by design.
Peripheral Gateways
The following table describes the deployment of the peripheral gateways.
Table 1: Peripheral Gateways
CCE PAC M1
Notes
Two peripheral gateways are
required in this deployment.
One generic PG with five Peripheral Interface Managers (PIMs). The
five PIMs are:
• One Unified CM PIM
• Four Voice Response Unit (VRU) PIMs. Two of these connect to
the two Unified CVPs on the Side A server. Two connect to the
two Unified CVPs on the Side B server.
One Media Routing (MR) PG. You must add this PG. You can optionally
add a Multichannel PIM and an Outbound PIM if you use those features.
Agent and Supervisor Capabilities
The following table describes the Agent and Supervisor capabilities in CCE PAC M1.
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Agent and Supervisor Capabilities
Table 2: Agent and Supervisor Capabilities
Call Flows
CCE PAC M1
Notes
All transfers, conferences, and
direct agent calls are by ICM
script.
SIP REFER: Packaged CCE supports SIP
REFER transfer to send calls back to the PSTN
or to other SIP destinations—but not to transfer
calls within Packaged CCE and to other agents.
After a SIP REFER, Packaged CCE assumes
that the call has ended and retains no further
control over the call.
CALL LOAD LIMITS: Refer to the LOAD
section in the table of Configuration Details,
on page 26.
TRANSLATION ROUTES: Refer to the note
about Translation Routes under CCE PAC M1
Option and Feature Support, on page 2.
CRM Integration
CRM integration is allowed with You can integrate with CRM in many ways.
custom CTI OS Toolkit or Finesse You can use:
API.
• Finesse gadgets to build a custom
CRM-integrated desktop. For example,
this can be a Finesse gadget that fits in a
CRM browser-based desktop.
• Finesse Web API or CTI OS APIs or the
CTI Server protocol to integrate into a
CRM application.
• Existing CRM connectors. The two
connectors available from Cisco for SAP
or Seibel can be used with Packaged CCE.
Each of these connectors has its own
capacity limits:
• SAP can support up to 250 agents
and supervisors. Max 3 CPS.
Requires its own server. Supports
Unified CM BIB-based Recording
or Silent Monitoring. Does not
support Mobile Agents, Outbound,
or Multichannel.
• Siebel: Can support up to 700 agents
and supervisors. Max 3.75 CPS. The
connector runs on the Siebel
Communications. Supports Unified
CM BIB based Recording and Silent
Monitoring, Mobile Agents, and
Outbound.
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IVR and Queuing
Desktop
CCE PAC M1
Notes
Finesse
Cisco Agent Desktop Browser and Cisco Agent
Desktop are not supported.
CTI OS Desktop:
• .NET
• Java CIL
• Win32
Desktop
Customization
Finesse API
Mobile Agent
Nailed Up (Up to 250 agents)
CTI OS Toolkit Desktops as listed
above, under Desktop
Configured on the Unified CCE Call Server
VM.
Call-by-Call mode is not supported in this
deployment.
Recording
Unified CM-based (BIB),
preferred.
Requires third-party Recording Server
SPAN (Silent Monitoring Server)
for Mobile Agent.
Silent Monitoring
Unified CM-based (BiB)
SPAN for Mobile Agent
Either Unified CM-based or SPAN-based silent
monitoring can be configured, but not both.
If Unified CM-based silent monitoring is
configured, then mobile agents cannot be
monitored.
A separate Silent Monitoring Server is required
for SPAN-based silent monitoring to monitor
mobile agents.
Whisper
Announcement
Supported on the core server
For more information, see the Cisco Packaged
Contact Center Enterprise Optional Features
Guide Release 9.0(x).
Agent Greeting
Supported on the core server
For more information, see the Cisco Packaged
Contact Center Enterprise Optional Features
Guide Release 9.0(x).
IVR and Queuing
Unified CVP is the only supported IVR.
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Unified Intelligence Center 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.
Note
To adhere to Packaged CCE specifications, the logger database is pre-sized at 665GB / 400 days when
the logger is configured during installation.
Reporting Data Source
Supported Applications
Retention Period on
Logger
Logger on CCE Data
Server
Cisco Unified Intelligence
Center is the only
supported reporting
application.
The logger database
N/A: No HDS is installed.
retention period is 400
days (13 months) 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 at for
information on using
Unified CCE Web Setup
to modify the Database
Retention Configuration
table.
Cisco Packaged Contact Center Enterprise Product Specifications Release 9.0(x)
18
Retention Period on
Historical Data Server
Cisco Packaged Contact Center Enterprise Release 9.0(x)
Unified CVP Reporting
Reporting Data Source
External AW-HDS-DDS
Supported Applications
Retention Period on
Logger
Retention Period on
Historical Data Server
The logger database
The standard Unified
• Cisco Unified
retention period is 30
CCE retention period for
Intelligence Center days (1 month) of
the HDS is 1095 days.
historical summary data
• External
and 14 days (two weeks)
applications, as
of call detail data.
referenced in the
SRND. These
There is no need for
include:
extended retention on the
◦Third-party
reporting
applications
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.
Total Reporting Users
When the Packaged CCE Data Servers are the data source for Cisco Unified Intelligence Center, a maximum
of 100 concurrent reporting users are supported across the Unified Intelligence Center pair.
For the Live Data Agent Real Time and Agent SkillGroup Real Time reports, support is for 100 Intelligence
Center reporting users as well as 1000 Finesse Reporting users.
If an external AW-HDS-DDS is added to the Packaged CCE deployment and used as the data source for Cisco
Unified Intellgence Center, a maximum of 200 concurrent reporting users are supported across the Unified
Intelligence Center pair.
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.
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.
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Cisco Packaged Contact Center Enterprise Release 9.0(x)
Data Backup
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
no
yes
no
Callback feature
and VXML
reporting (WAN)
—
yes
yes
yes
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.
Third-Party Integration
The following table contains third-party integration information.
Table 3: Third-Party Integration
Option
Notes
Recording
All Recording applications that are supported by Unified
CCE are supported on Packaged CCE. For details, see
Recording section in Agent and Supervisor Capabilities,
on page 15.
Wallboards
All Wallboard applications that are supported by Unified
CCE are supported on Packaged CCE.
Note: Unified Intelligence Center can also be used for
Wallboards.
Workforce Management
If access to real-time or historical data is needed, an
External AW-HDS-DDS is required.
All Workforce Management applications that are
supported by Unified CCE are supported on Packaged
CCE.
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Cisco Packaged Contact Center Enterprise Release 9.0(x)
Voice Infrastructure
Option
Notes
Database Integration
Unified CVP VXML Server is supported.
ICM DB Lookup and ICM Application Gateway are not
supported.
Automated Call Distributor (ACD)
None
Interactive Voice Response (IVR)
None
• Unified IP IVR is not supported.
• No third-party IVRs are supported.
Voice Infrastructure
You can install a Unified CM publisher and two subscribers as virtual machines on the Packaged CCE servers,
or you can integrate with one external Unified CM publisher and multiple external subscribers on separate
servers. Whether you deploy "on-box" or "off-box," you must use at a minimum the CUCM 7500-user OVA
file that is bundled in the OVA zip file.
Also, in either case (on-box or off-box), agent and back office devices are subject to the Voice Infrastructure
requirements listed in this document. The maximum number of devices is limited to 2000, with only 1000
active at a time and should be load-balanced between the two subscribers. All devices must be SIP.
Note
If SRTP is enabled, active devices is limited to 900.
Note
Back office devices on an external Unified CM are under no constraints, provided they do not interact
with the contact center. If they interact with the contact center, they must use the same Codec as the
external agent devices.
The Unified CM Cross Cluster Mobility feature is not supported in this deployment.
Table 4: Voice Infrastructure
Codec
CCE PAC M1
Notes
Supported codecs are:
Not supported: iSAC and iLBC.
• For IVR: G.711 ulaw and
G.711 alaw.
• For agents: G.711 ulaw, G.711
alaw. G.729, and G.729a.
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Voice Infrastructure
CCE PAC M1
Notes
Conferences
See Configuration Details, on page This sizing applies to agent node only, for
26.
both agent and back-office devices, with all
agent devices on the same node pair.
Gateways
ISR G2 with combined or separate
TDM GWs and Voice GWs for
Ingress, VXML, and SIP Outbound
dialer.
Consider gateway capacity when
designing the deployment model.
Cisco Unified Border
Element (Unified
Border Element)
Packaged CCE supports SIP Service
Provider trunking by means of an
ISR G2-based Unified Border
Element connected to Cisco Voice
Portal/Unified Communications
Manager.
Unified Border Element provides a
security demarcation point for calls
that come in from over IP from the
SIP Service Provider to Unified CVP
for delivery to the agent: SP
CLOUD <--> Unified Border
Element <--> CVP.
3925E and 3945E are the ideal Gateways for
this deployment.
For supported Gateway models and
suggested configuration for High
Availability, see Appendix A: Supported
Gateways, on page 35.
VXML gateways should be separate from
Ingress Unified Border Element. Combo
gateways can be used in smaller
deployments, when capacity requirements
do not drive the need.
Since Packaged CCE supports G.711 for IVR
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.
As a best practice, 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 impact
Unified Border Element capacity.
Refer to Appendix A: Supported
Gateways, on page 35 for supported The default prompts shipped with Cisco
IOS versions.
Voice Portal are in ulaw. They must be
A software license is required to run replaced with alaw prompts if the
Unified Border Element. Refer to the deployment requires alaw codec use.
ordering guide at http://
Outbound Option is supported by Unified
www.cisco.com/en/US/prod/
Border Element. See Configuration Details,
collateral/voicesw/ps6790/gatecont/ on page 26.
ps5640/order_guide_c07_
462222.html.
Media Resources
Gateway-based:
• Conference bridges
• Transcoders and Universal
Transcoders
• Hardware and IOS Software
MTPs
Cisco Packaged Contact Center Enterprise Product Specifications Release 9.0(x)
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These Unified CM-based (Cisco IP Voice
Media Streaming Application) media
resources are not supported:
• Conference bridges
• MTPs
Cisco Packaged Contact Center Enterprise Release 9.0(x)
Voice Infrastructure
Music on Hold
CCE PAC M1
Notes
Unicast
Multicast is not supported.
Unified CM Subscriber source only This sizing applies to agent node only, for
See Configuration Details, on page both agent and back-office devices, with all
agent devices on the same node pair.
26.
Number of devices
A maximum of 2000 devices are
All agent devices are on the same node pair.
registered, of which a maximum of If you use an external Unified CM, this limit
1000 are processing calls.
applies only to the node with agent devices.
Phones
Packaged CCE supports all the
phones that Unified CCE supports,
as long as the phone supports the
Built in Bridge (BIB),
CTI-controlled features under SIP
control.
All phones are configured as SIP.
Multiline phone feature is supported.
Video option and Skinny Call Control
Protocol (SCCP) phones are not supported.
For a complete list of supported
phones, see Appendix B: Supported
Phones, on page 37.
Protocol
Session Initiation Protocol (SIP) over SIP over User Datagram Protocol (UDP),
Transmission Control Protocol
H323, Media Gateway Control Protocol
(TCP)
(MGCP) are not supported.
Secure SIP to SIP signaling is
supported.
Secure RTP (SRTP) is supported.
For SRTP, consider the following points
before you enable it:
• The Unified CVP VXML Browser does
not support SRTP. While calls are
connected to the VXML Browser, the
calls cannot use SRTP. But, calls can
negotiate SRTP once the media no
longer terminates in the VXML
Browser.
• Unified CCE does not support SRTP
when the deployment uses span-based
silent monitoring.
• 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.
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Cisco Packaged Contact Center Enterprise Release 9.0(x)
Administration Tools
CCE PAC M1
Proxy/Cisco Unified
SIP Proxy (CUSP)
Notes
Cisco Unified SIP Proxy is
Inbound:
supported for Outbound Option only
• High Availability (HA) and load
- specifically from the Dialer.
balancing are achieved using these
solution components:
◦Time Division Multiplexing
(TDM) Gateway and Unified
CM, which use the SIP Options
heartbeat mechanism to perform
High Availability.
◦Unified CVP servers, which use
the SIP server group and SIP
Options heartbeat mechanism to
perform High Availability and
load balancing.
Outbound Option:
• The Outbound dialer can connect to
only one physical gateway. See
Configuration Details, on page 26.
Transfers
See Configuration Details, on page This sizing applies to agent node only, for
26.
both agent and back-office devices, with all
agent devices on the same node pair.
Administration Tools
The following table lists the administration tools available for CCE PAC M1.
Table 5: Administration
CCE PAC M1
Provisioning
• Unified CCE Configuration tools
• Unified CVP Operations Console
• Unified CCE Web
Administration
• Agent Reskilling
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Notes
Not supported:
• Exony VIM
• Cisco Agent Desktop Admin
• Unified CCMP
Cisco Packaged Contact Center Enterprise Release 9.0(x)
Configuration Limits
CCE PAC M1
Service Creation
Environment
Notes
• Script Editor
• Call Studio
Serviceability
• RTMT Analysis Manager
Diagnosis
• System Command Line Interface
(CLI)
Not supported:
• RTMT Analysis Manager Analyze
Call Path.
Configuration Limits
For each object, this section lists the maximum number that you can configure. The section that follows has
notes and details pertaining to configuration limits.
Feature/Component
Maximum Configurable
Administrators
100
Agents
6000
Agents with Agent Trace enabled
100
Agents per Team
50
Attributes per System
10,000
Attributes per Agent
50
Bucket Intervals
1000
Bulk Jobs
200
Call Types
1000
Desk Settings
1000
Dialed Numbers (Internal Voice)
1000
Dialed Numbers (External Voice)
1000
Dialed Numbers (Outbound)
500
Dialed Numbers (Multichannel)
500
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Cisco Packaged Contact Center Enterprise Release 9.0(x)
Configuration Details
Feature/Component
Maximum Configurable
Expanded Call Variables - arrays
0
Expanded Call Variables - persistent
20
Network VRU Scripts
1000
Precision Queues: per System
2000
Precision Queues: Steps per System
5000
Precision Queues: Steps per Precision Queue
10
Precision Queues: Unique Attributes per Precision
Queue
5
Queues per Agent (Skill Groups and Precision Queues 15
combined)
Reason Codes
100
Reporting users
600
Skill Groups
3000
Supervisors
600
Supervisors per Team
10
Teams
600
Teams per Agent
1
Teams per Supervisor
20
Configuration Details
The tables below contain details and notes about the configuration limits that are specific to Packaged CCE
(CCE PAC M1).
Agents, Supervisors, and Teams
Table 6: Agents, Supervisors, Teams
Feature/Component
Active
Maximum Configured
Total Agents
1000
6000
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Cisco Packaged Contact Center Enterprise Release 9.0(x)
Configuration Details
Feature/Component
Active
Maximum Configured
Web Interaction Manager/E-Mail
Interaction Manager agents
250 (included in maximum 1000
concurrent agents)
750
Mobile Agents
250 (included in maximum 1000
concurrent agents)
1500
Outbound Agents
250 (included in maximum 1000
concurrent agents)
1500
Number of Supervisors
100 (included in maximum 1000
concurrent agents)
600
Number of Teams
100
600
Agents per Team
Note that the CTI ports on Unified
Communications Manager cannot
exceed 500. (250 LCP ports and
250 RCP ports.)
50
Number of Reporting Users (see
Unified Intelligence Center
Reporting, on page 18.
100
600
Feature/Component
Active
Maximum Configured
Maximum call load for Agents
30 calls per hour per agent or
30,000 Busy Hour Call Attempts
(BHCA) enforced by Congestion
Control
Music on hold (Hold/Resume)
225 active calls on hold or 6,750 When this state of the call ends, the
Busy Hour Call Attempts (BHCA) call is counted as a normal call.
Transfers
150 simultaneous active transfers When this state of the call ends, the
or 4,500 Busy Hour Call Attempts call is counted as a normal call.
(BHCA)
Conferences
75 simultaneous active conferences When this state of the call ends, the
or 2,250 Busy Hour Call Attempts call is counted as a normal call.
(BHCA)
Maximum load for WIM/EIM
Agents
12 e-mails per hour per agent
Load Configuration Limits
Table 7: Load
10 chats per hour per agent
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Cisco Packaged Contact Center Enterprise Release 9.0(x)
Configuration Details
Feature/Component
Active
Maximum Configured
Unified CVP
The maximum number of Unified
CVP ports supported by the CCE
PAC M1 deployment is 1800,
based on gateway profile.
Each Unified CVP is configured to
share the load and handle up to 450
ports.
Active
Maximum
During a failover scenario, the
The sum of calls at agent and calls operational Unified CVPs double
queued (IVR ports) cannot exceed their load-sharing to handle up to
1800.
900 ports.
CCE Configuration Limits
Table 8: CCE Configuration Limits
Feature/Component
Dialed Numbers (External Voice)
1000
Dialed Numbers (Internal Voice)
1000
Dialed Numbers (Multichannel)
500
Dialed Numbers (Outbound Voice)
500
Skill Groups
3000
Number of Agent statistics
elements
Default
Agents With Trace On
100
Labels
500
1000
Note that there is a 10
digit/character limit for labels
(Cisco Unified Communications
Manager or VRU).
Call Types
500 (when using an on-box CCE
Data Server as the reporting data
source).
1000
1000 (when using an off-box
External HDS as the reporting data
source).
Call Type skill groups per interval 1000
Number of Script Versions
Cisco Packaged Contact Center Enterprise Product Specifications Release 9.0(x)
28
100
Cisco Packaged Contact Center Enterprise Release 9.0(x)
Configuration Details
Feature/Component
Active
Maximum
Routing Scripts
500
1000
Skill Group statistics refresh rate
10 seconds (Default)
Total Skill Groups and Precision
Queues per agent
15
Persistent Enabled Expanded Call
Variables
You can create any number of
Expanded Call Variables within the
2000 Byte system capacity.
However, there can be only 20
persistent scalar variables and no
persistent array variables.
CTI OS Security
Must be Off
Bucket Intervals
1000
Network VRU Scripts
1000
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Cisco Packaged Contact Center Enterprise Release 9.0(x)
Configuration Details
Outbound Option
Table 9: Outbound Option Configuration Limits
Feature/Component
Active
Cisco Unified Border Element
Maximum Configured / Notes
While configuring Cisco Unified
Border Element, ensure that you:
• Disable the CPA on the
terminating network or voice
gateway when the Cisco
Unified Border Element is
connected to the voice
gateway or any other
terminating network.
• Configure the three dial-peers
in the Cisco Unified Border
Element. The dial-peers are
used for:
• incoming calls from the
dialer.
• outgoing calls to the
terminating network
from the Cisco Unified
Border Element.
• calls to be routed to the
Cisco Unified
Communications
Manager.
• Issue the following
commands globally to
configure the Cisco Unified
Border Element:
◦no
supplementary-service
sip refer
◦supplementary-service
media-renegotiate
Dialer per system
1
Dialer type: only SIP Dialer
supported
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Cisco Packaged Contact Center Enterprise Release 9.0(x)
Change Log
Feature/Component
Active
Dialing Modes
1) Preview
Maximum Configured / Notes
2) Direct Preview
3) Progressive
4) Predictive
Gateways and SIP Outbound Dialer
Ports
Gateway Redundancy
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.
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 IVR
Campaigns
100 (Includes Agent and IVR
Campaigns)
Port Throttle
10
Proxy/CUSP
CUSP is supported with Outbound _
Option Dialer for managing
multiple egress gateways.
Total Skill Groups and Precision
Queues per agent
15
Change Log
This log records changes made to the Specifications document since its initial release.
Change
Section
Date
Initial release
—
July 2012
Cisco Packaged Contact Center Enterprise Product Specifications Release 9.0(x)
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Cisco Packaged Contact Center Enterprise Release 9.0(x)
Change Log
Change
Section
Date
Added information on data backup
Data Backup, on page
20
September 2012
Added sizing information for Logger and HDS
Unified Intelligence
Center Reporting, on
page 18
September 2012
Cisco Unified Intelligence Center version and
OVA
Supported version
October 2012
changed from 8.5(4) to
9.0(1).
OVA changed to
cuic_9.0_vmv8_v2.1.ova.
Platform Specifications,
on page 11
Maximum Script Versions
Configuration Details,
on page 26
October 2012
Edited Outbound Configuration Limits
Configuration Details,
on page 26
October 2012
Updated the vCPU for the Cisco Intelligence
Center Publisher and Subscriber from 1 to 4 for
Cisco Intelligence Center 9.0(x) support
Platform Specifications, October 2012
on page 11
Cisco Unified SIP Proxy (CUSP)
Clarified that CUSP is November 2012
not supported. Voice
Infrastructure, on page
21
Updated OVA filenames
Platform Specifications, December 2012
on page 11
89xx and 99xx phones supported for CTI OS only Appendix B: Supported December 2012
Phones, on page 37
Added site names for External AW-HDS-DDS
Unified Intelligence
Center Reporting, on
page 18
December 2012
Noted that Dialed Number Plan is not supported
CCE PAC M1 Option
December 2012
and Feature Support, on
page 2
Added second rows for CVP Call/VXML Servers Platform Specifications, January 2013
in Side A and Side B Server Component
on page 11
Configuration tables
Added information about SIP REFER
Agent and Supervisor
Capabilities, on page
15
Cisco Packaged Contact Center Enterprise Product Specifications Release 9.0(x)
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February 2013
Cisco Packaged Contact Center Enterprise Release 9.0(x)
Change Log
Change
Section
Date
Codec information updated
Voice Infrastructure, on February 2013
page 21
Added support for SIP Trunking (CUBE)
Voice Infrastructure, on March 2013
page 21
Outbound gateway redundancy
Configuration Details,
on page 26
March 2013
Mobile Agent Max Number of CTI Ports
Configuration Details,
on page 26
March 2013
OVA for EIM/WIM
Platform Specifications, March 2013
on page 11
Minor version changes for supported Cisco
applications
Platform Specifications, March 2013
on page 11
Additional phone support for Cisco Finesse
Appendix B: Supported April 2013
Phones, on page 37
Updates to Reporting topic
Unified Intelligence
Center Reporting, on
page 18
April 2013
Added support for Location Based Call Admission CCE PAC M1 Option
May 2013
Control (LBCAC)
and Feature Support, on
page 2
Added configuration maximums
Configuration Limits,
on page 25
May 2013
Edits to CVP Reporting Server
Unified CVP
Reporting, on page 19
July 2013
Jabber phone support
Appendix B: Supported July 2013
Phones, on page 37
Phone support: added 6945
Appendix B: Supported August 2013
Phones, on page 37
Unified WIM / Unified WIM supported version
changed to 9.0(x)
Platform Specifications, August 2013
on page 11
ESXi 5.0 and 5.1 are both supported
Platform Specifications, September 2013
on page 11
Updated CUCM Ova file
Platform Specifications, September 2013
on page 11
Support for SP2 of Microsoft SQL Server
Platform Specifications, September 2013
on page 11
Added (7500 devices) to note about CUCM OVA Platform Specifications, October 2013
8.6(1).
on page 11
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Cisco Packaged Contact Center Enterprise Release 9.0(x)
Change Log
Change
Section
Removed note about CUCM 8.6(1) ova
Platform Specifications, October 2013
on page 11
Added Cisco Unified Border Element support for Configuration Details,
Outbound
on page 26
Date
December 2013
SIP for Outbound
Voice Infrastructure, on December 2013
page 21
Features supported with restrictions
Features Supported with December 2013
Restrictions, on page
4
ESXi requirement for one license per CPU in each Platform Specifications, January 4014
server
on page 11
OVAs for external Unified Communications
Manager clusters and external AW-HDS-DDS
Platform Specifications, January 2014
on page 11
C-240 M3S server
Platform Specifications, February 2014
on page 11
15-minute reporting
Unified Intelligence
Center Reporting, on
page 18
Added section on SolutionsPlus
Cisco SolutionsPlus, on February 2014
page 4
Added introductory note that this guide assumes
current Maintenance Release
Cisco Packaged Contact March 2014
Center Enterprise
Release 9.0(x), on page
1
Active call types configuration details updated to Configuration Details,
500/1000
on page 26
SRTP support
June 2014
Features Supported with July 2014
Restrictions, on page
4
Voice Infrastructure, on
page 21
Cisco Packaged Contact Center Enterprise Product Specifications Release 9.0(x)
34
February 2014
APPENDIX
A
Appendix A: Supported Gateways
Packaged Contact Center Enterprise 9.0(x) supports ISR G2 gateways only. The following table lists the
supported options. These IOS release trains and their later M trains are supported.
Table 10: Supported Gateways
Category Requirements
Hardware ISR G2 29xx, 39xx
Options
Software Hardware Model
Options
ISR G2 29xx, 39xx
Version
Software Feature Set
15.0(1)M1.2
Universal
15.1(4)M3
15.2(2)T
15.2(3)T1
15.2(4)M1
Suggested gateway profiles
The following gateway profiles are suggested, but not required, for CCE PAC M1 deployment. Use them
as guidelines if you build your own gateway profiles.
The maximum gateway port capacity is shared between active (talking) agents and CVP queued inbound
calls (IVR ports).
Cisco Packaged Contact Center Enterprise Product Specifications Release 9.0(x)
35
Appendix A: Supported Gateways
Table 11: Suggested Gateway Configuration
Gateway
CCE PAC M1
Notes
CCE PAC M1 offers three gateway
profiles:
Each gateway is configured to share the load
with its redundant pair during normal operations.
Under normal operations, each gateway will
handle the load close to half of its capacity.
PROFILE-500
Up to 500 maximum total ports with
During a failover scenario, each gateway will
a single 3945E per side.
operate with its maximum supported load.
Two gateways for redundancy and
Each port provides TDM and VXML
load-balancing the total ports. Each
functionality including ASR/TTS.
gateway requires the following:
These profiles include sizing for active
• T1/E1: 22.
conferences and active transfers as documented
in the LOAD section of Configuration Details,
• DSP: Three PVDM3-256.
on page 26.
• Memory (DRAM): 4 GB.
Note that for 3945E gateway, a single combo
gateway cannot exceed the number of concurrent
PROFILE-1000
VoiceXML sessions and VoIP calls.
Up to 1000 maximum total ports with
two 3945E per side.
Four gateways for redundancy and
load-balancing the total ports. Each
gateway requires the following:
• T1/E1: 22.
• DSP: Three PVDM3-256.
• Memory (DRAM): 4 GB.
PROFILE-1800
Up to 1800 maximum total ports with
four 3945E per side.
Eight gateways for redundancy and
load-balancing the total ports. Each
gateway requires the following:
• T1/E1: 22.
• DSP: Three PVDM3-256.
• Memory (DRAM): 4 GB.
Cisco Packaged Contact Center Enterprise Product Specifications Release 9.0(x)
36
APPENDIX
B
Appendix B: Supported Phones
The table below shows the phones that are supported by Packaged Contact Center Enterprise 9.0(x). Support
is for both CTI OS and Finesse unless otherwise noted. All phones listed here support BIB and must be
configured as SIP. Video option is not supported.
Phone
Notes
99xx series
Finesse supports 99xx series phones when the phone is
configured for a single line only.
CTI OS supports 9951 and 9971.
Multiple lines are not supported.
Silent Monitoring is not supported
All phones in the system need to be configured with Max Calls
= 2; busy trigger = 1.
89xx series
Finesse supports 89xx series phones when the phone is
configured for a single line only.
CTI OS supports 8941, 8945, and 8961.
Multiple lines are not supported.
Silent Monitoring is not supported
All phones in the system need to be configured with Max Calls
= 2; busy trigger = 1.
88xx series
8841, 8851, and 8861 are supported.
797x series
7975 is supported.
796x series
7961, 7962, and 7965 are supported.
794x series
7941, 7942, and 7945 are supported.
78xx series
7821, 7841, and 7861 are supported.
69xx series
6921, 6941, 6961, and 6945 are supported.
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Appendix B: Supported Phones
Phone
Notes
Cisco IP Communicator
Version 8.6(x) is supported.
Jabber for Windows 9.2
Finesse supports voice media termination. Video is not
supported.
CTI OS does not support Jabber at this time.
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