Solution Design Guide for Cisco Unified Contact Center Enterprise,
Release 11.6
First Published: 2017-08-24
Last Modified: 2019-03-22
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CONTENTS
Preface xxi
PREFACE
Change History xxi
About This Guide xxiii
Audience xxiii
Related Documents xxiii
Communications, Services, and Additional Information xxiv
Field Notice xxv
Documentation Feedback xxv
Conventions xxv
Cisco Unified Contact Center Solutions 1
CHAPTER 1
Contact Center Enterprise Solutions 1
Packaged Contact Center Enterprise 2
Hosted Collaboration Solution for Contact Center 2
Unified Contact Center Enterprise 3
Contact Center Enterprise Solution Comparison 3
Unified CCE Reference Designs 5
CHAPTER 2
Introduction to the Reference Designs 5
Reference Designs and Deployment Types 6
Benefits of a Reference Design Solution 7
Specifications for a Reference Design Solution 7
Contact Center Enterprise Reference Designs 10
Virtual Machines Resource Provisioning Policy 11
2000 Agents 12
4000 Agents 14
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12000 Agents 15
Contact Director 16
Topologies for Reference Designs 16
Non-Reference Design Solutions 18
Contact Center Enterprise Solutions Overview 21
CHAPTER 3
Contact Center Solutions Architecture 21
Packaged CCE Solution Architecture 21
Cisco HCS for Contact Center Solution Architecture 22
Unified CCE Solution Architecture 23
Core Components 25
Ingress, Egress, and VXML Gateways 25
Cisco TDM Voice Gateway 26
Cisco Unified Border Element 27
Cisco VXML Gateway 28
Cisco Unified Customer Voice Portal 29
CVP Call Server 31
CVP VXML Server 31
CVP Media Server 31
CVP Reporting Server 32
CVP Operations Console Server 32
CVP Call Studio 33
CVP Infrastructure 33
Contact Center Enterprise 34
Terminology for Unified CCE Subcomponents 36
Unified CCE and Unified ICM 36
Router 37
Logger 37
Peripheral Gateway 37
Administration & Data Server 40
Live Data 46
Cisco Virtualized Voice Browser 48
Cisco Unified Communications Manager 48
Unified CM as an Egress Gateway 49
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Unified CM Ingress Gateway 49
Call Processing Nodes 49
TFTP and Music on Hold Nodes 50
Cisco Finesse 50
Cisco Finesse Server Services 52
Agent Mobility 53
Cisco Unified Intelligence Center 53
Optional Cisco Components 55
Cisco MediaSense 55
Cisco Remote Expert 56
Remote Expert Branch 56
Remote Expert Mobile 57
Cisco SocialMiner 59
Task Routing 60
Cisco Unified SIP Proxy 61
Enterprise Chat and Email 63
Enterprise Chat and Email Features 64
Silent Monitoring 64
Unified CM-Based Silent Monitoring 65
Third-Party Components 65
DNS Servers 65
Load Balancers 66
Recording 67
Speech Servers - ASR/TTS 67
Wallboards 68
Workforce Management 69
Integrated Features 69
Agent Greeting 69
Application Gateway 70
Cisco Outbound Option 70
Courtesy Callback 71
Call Context 72
Call Variables 72
Cloud Context Service 72
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Custom SIP Headers 72
Expanded Call Context Variables 73
User-to-User Information 73
Database Integration 73
Database Lookup 73
Extension Mobility 74
Mixed Codecs 74
Mobile Agent 75
Phone Extension Support 75
Dual-Use Unified CM Clusters 76
Phone Extensions for Different User Types 76
Post Call Survey 77
Precision Routing 77
Single Sign-on (SSO) 77
SAML 2.0 Authentication 78
Elements Used in SAML 2.0 78
Cisco Identity Service (IdS) 79
Authentication and Authorization Flow 79
Whisper Announcement 80
Call Flows 80
Comprehensive 81
Incoming Calls 82
Comprehensive with ICM Micro-Apps or CVP Call Studio Apps 85
Video Call Flow 87
Supplementary Services 87
Topologies 92
Contact Center Enterprise Architecture 93
Topology Types 93
Centralized Deployments 94
Local Agent Architecture 94
Local Agent Components 95
Local Agent Benefits 95
Local Agent Design Requirements 96
Distributed Deployments 97
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Clustering Over the WAN 97
Global Deployments 98
Remote CVP Deployment 99
Remote Unified CM Deployment 100
Remote CVP and Unified CM Deployment 100
Remote Office Options 101
Remote Office with Agents 102
Remote Office with Agents and a Local Trunk 104
Home Agent with Cisco Virtual Office 113
Unified Mobile Agent 113
Solution Administration 117
Unified Contact Center Management Portal 117
Service Creation Environments 118
Solution Serviceability and Monitoring 119
Prime Collaboration Manager 120
Analysis Manager 120
Unified System CLI 121
Unified System CLI Modes of Operation 122
Analysis Manager vs Unified System CLI 123
Third-Party Network Management Tools 123
System Performance Monitoring Guidelines 123
End-to-End Individual Call Tracking 125
Localization 125
Configuration Limits and Feature Availability for Reference Designs 127
CHAPTER 4
Reference Design Configuration Limits 127
Agent Limits 128
Supervisor and Reporting User Limits 129
Access Control Limits 130
Outbound Campaign Limits 131
Precision Queue and Skill Group Limits 132
Task Routing Limits 134
SocialMiner Configuration and Operational Limits 134
Dialed Number Limits 135
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System Load Limits 136
Call Variable Limits 138
Other Limits 139
Feature Availability for Reference Designs 140
Agent and Supervisor 141
Voice and Infrastructure 142
IP Phone Support 144
Administration Interfaces 145
VRU and Queueing 145
Reporting 146
Third-Party Integrations 149
Unified Contact Center Enterprise Solution Design Considerations 151
CHAPTER 5
Core Components Design Considerations 151
General Solution Requirements 151
Data Backup for Your Solution 151
NTP and Time Synchronization 151
Detailed Contact Center Enterprise Reference Design Topologies 152
Ingress, Egress, and VXML Gateways Design Considerations 154
IOS Gateway Roles 154
TDM-IP Gateway Design Considerations 155
Cisco Unified Border Element Design Considerations 155
VXML Gateway Design Considerations 159
Distributed Gateways 160
Local Trunks in Contact Center Enterprise Solutions 161
CVP Design Considerations 161
CVP Call Server Design Considerations 161
CVP VXML Server Design Considerations 162
CVP Media Server Design Considerations 162
CVP Reporting Server Design Considerations 167
CVP Operations Console Server Design Considerations 169
CVP Call Studio Design Considerations 169
Unified CVP Coresidency 169
Contact Center Enterprise Design Considerations 170
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Router Design Considerations 170
Logger Design Considerations 171
Peripheral Gateway Design Considerations 171
Administration & Data Server Design Considerations 173
Live Data Server Design Considerations 174
Cisco Virtualized Voice Browser Design Considerations 174
Unified Communications Manager Design Considerations 175
Unified CM Connection to the Agent PG 175
MTP Usage on the Unified CM Trunk 178
Mobile and Remote Access 178
Cisco Finesse Design Considerations 178
Cisco Finesse REST API 179
Cisco Finesse Agent Desktop 180
Cisco Finesse Supervisor Desktop 180
Cisco Finesse IP Phone Agent 180
Cisco Finesse Administration Console 181
Cisco Finesse Deployment Considerations 181
Cisco Unified Intelligence Center Design Considerations 183
Unified Intelligence Center Deployments 183
Unified Intelligence Center Reporting Node 184
Unified Intelligence Center Data Sources 185
Unified Intelligence Center in WAN Deployments 188
Unified Intelligence Center Administration 189
Throttling for Historical and Real-Time Reports 190
Reference Design and Topology Design Considerations 191
Unified CM SME Deployment 191
Global Deployments Considerations 192
UCS Network Design for Global Deployments 192
Call Survivability in Distributed Deployments 193
Optional Cisco Components Design Considerations 195
MediaSense Design Considerations 195
SocialMiner Design Considerations 196
Task Routing Considerations 196
Unified SIP Proxy Design Considerations 201
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Performance Matrix for CUSP Deployment 201
Call Disposition with CUSP 202
Enterprise Chat and Email Design Considerations 203
Enterprise Chat and Email Deployment Options 204
Silent Monitoring Design Considerations 205
Unified CM-based Silent Monitoring Design Considerations 205
Third-Party Component Design Considerations 206
All-Event Client Limits 206
DNS Server Deployment Considerations 207
Load Balancer Design Considerations 207
Load Balancers for Cisco Finesse Sign-In 207
Load Balancers for Cisco Unified Intelligence Center 208
Load Balancers for CVP 208
Load Balancers for the Unified CCE Administration Tool 209
Load Balancers with Enterprise Chat and Email 209
Recording Design Considerations 209
Network-Based Recording Design Considerations 209
Session Border Controllers 211
Third-Party SBC Use Without CUBE 212
Speech Recognition and Text to Speech 214
High Availability and Network Design 215
CHAPTER 6
High Availability Designs 215
High Availability and Virtualization 217
VMware High Availability Considerations 217
Network Design for Reference Design Compliant Solutions 218
Tested Reference Configurations 218
Network Requirements for Cisco UCS B-Series Servers 218
UCS-C Series 220
PSTN Network Design Considerations 221
Active Directory and High Availability 223
Contact Center Enterprise Network Architecture 223
Network Link High Availability Considerations 224
IP-Based Prioritization and Quality of Service 226
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UDP Heartbeat and TCP Keep-Alive 227
HSRP-Enabled Networks 228
Unified CCE Failovers During Network Failures 229
Response to Private Network Failures 229
Response to Public Network Failures 230
Response to Failures of Both Networks 232
Ingress, Egress, and VXML Gateway High Availability Considerations 232
High Availability for Ingress and Egress Gateways 234
Call Survivability During Failovers 234
High Availability for VXML Gateways 235
CVP High Availability Considerations 235
High Availability Factors to Balance 237
Call Survivability During Failovers 238
More Call Survivability Points 239
SIP Proxy Servers with CVP 240
Cisco Unified SIP Proxy Support 241
CUSP Deployment Options 241
CUSP Design for High Availability 242
Server Groups and CVP High Availability 243
Unified CCE High Availability Considerations 243
Redundancy and Fault Tolerance 243
Router High Availability Considerations 244
Device Majority and Failovers 244
Router Failover Scenarios 244
Logger High Availability Considerations 251
Logger Fails 251
Reporting Considerations 251
Peripheral Gateway High Availability Considerations 252
PG Weight 252
Record Keeping During Failovers 252
Agent PG Fails 252
CTI Server Fails 253
VRU PG Fails 254
Administration & Data Server High Availability Considerations 255
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Administration and Data Server Fails 255
Live Data High Availability Considerations 256
Live Data Server Failover 257
Virtualized Voice Browser High Availability Considerations 258
Unified CM High Availability Considerations 258
Unified CM Redundancy 259
Unified CM Load Balancing 260
Cisco Finesse High Availability Considerations 260
Cisco Finesse IP Phone Agent Failure Behavior 261
Cisco Finesse Server Fails 261
Cisco Finesse Behavior When Other Components Fail 262
Unified Intelligence Center High Availability Considerations 263
MediaSense High Availability Considerations 263
Remote Expert Mobile High Availability Considerations 263
Unified CM-based Silent Monitoring High Availability Considerations 263
SocialMiner High Availability Considerations 264
Unified SIP Proxy High Availability Considerations 264
Enterprise Chat and Email High Availability Considerations 264
Load-Balancing Considerations for Enterprise Chat and Email 264
ECE Behavior When Other Components Fail 265
ASR TTS High Availability Considerations 266
Outbound Option High Availability Considerations 266
SIP Dialer Design Considerations 267
Outbound Option Record Handling During Fail Over 268
Campaign Manager High Availability Considerations 268
Dialer Behavior during Campaign Manager Failover 269
Single Sign-On High Availability Considerations 270
Solution Security 271
CHAPTER 7
Introduction to Security 271
Security Layers 272
Secure Signaling and Media Design and Configuration 273
Media Encryption (SRTP) Considerations 274
Platform Differences 275
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Security Design Elements 275
Other Security Guides 276
Network Firewalls 276
TCP/IP Ports 276
Network Firewall Topology 277
Network Address Translation 277
ASA NAT and Firewall 278
Host-Based Firewall 278
Active Directory Deployment 278
Active Directory Site Topology 278
Organizational Units 279
Application-Created OUs 279
Active Directory Administrator-Created OUs 279
Active Directory and SocialMiner User Accounts 279
IPsec Deployment 279
Server Security Configuration 281
Unified Contact Center Security Wizard 281
Virus Protection 282
Antivirus Applications 282
Configuration Guidelines 282
Intrusion Prevention 282
Patch Management 283
Security Patches 283
Automated Patch Management 283
Endpoint Security 283
Unified IP Phone Device Authentication 283
IP Phone Hardening 283
Design Considerations for Integrated Features 285
CHAPTER 8
Agent Greeting Considerations 285
Agent Greeting Phone Requirements for Local Agents 286
Agent Greeting Call Flows 287
Agent Greeting Design Impacts 288
Sizing Considerations with Agent Greeting 288
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Application Gateway Considerations 289
Application Gateway Call Flows 289
Application Gateway Design Impacts 290
Application Gateway Sizing Considerations 290
Cisco Outbound Option Considerations 290
Outbound Option Dialing Modes 291
Cisco Outbound Option Call Flows 293
Cisco Outbound Option Design Impacts 295
SIP Dialer Design Considerations 295
Outbound Option Deployments 296
Sizing for Outbound Option 300
SIP Dialer Throttling 302
SIP Dialer Recording 303
Outbound Option Bandwidth, Latency, and QoS Considerations 304
Distributed SIP Dialer Deployment 305
Courtesy Callback Considerations 308
Courtesy Callback Use Case 309
Courtesy Callback Call Flows 310
Courtesy Callback Design Impacts 311
Callback Time Calculations 312
Call Context Considerations 314
Use of UUI in Contact Center Enterprise Solutions 314
Database Lookup Design Considerations 316
Database Lookup Call Flows 316
Database Lookup Sizing Considerations 317
Database Lookup Design Impacts 317
Mixed Codec Considerations 318
Mixed Codec Use Case 318
Mixed Codec Call Flows 318
Mixed Codec Design Impacts 319
Mobile Agent Considerations 319
Mobile Agent Call Flows 321
Mobile Agent Design Impacts 323
Agent Location and Call Admission Control Design 323
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Dial Plans for Mobile Agent 324
Codec Design for Mobile Agent 324
Music on Hold with Mobile Agent 324
Cisco Finesse with Mobile Agent 325
DTMF Considerations with Mobile Agent 325
Session Border Controllers with Mobile Agent 325
Fault Tolerance for Mobile Agent 326
Sizing Considerations for Mobile Agent 326
Phone Extension Support Considerations 326
Monitored Secondary Extensions 327
Unmonitored Secondary Extensions 327
Call Type Considerations for Phone Extensions 327
E.164 Dial Plan Design 328
Post Call Survey Considerations 329
Post Call Survey Use Case 329
Post Call Survey Design Impacts 329
Precision Routing Considerations 330
Precision Routing Use Case 330
Precision Routing Call Flows 331
Precision Routing Design Impacts 331
Precision Routing Attributes 331
Precision Routing Limitations 332
Throttling During Precision Queue Changes 332
Single Sign-On (SSO) Considerations 332
SSO Component Support 333
SSO Message Flow 333
SSO Design Impacts 334
Single Sign-On Support and Limitations 334
Contact Center Enterprise Reference Design Support for Single Sign-On 334
Coresidency of Cisco Identity Service by Reference Design 335
Reference Design Topology Support for SSO 335
User Management for SSO 335
Qualified Identity Providers 336
Whisper Announcement Considerations 339
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Whisper Announcement Call Flows 339
Whisper Announcement Design Impacts 340
Whisper Announcement Media Files 340
Whisper Announcement with Transfers and Conferences 340
Whisper Announcement Sizing Considerations 340
Bandwidth, Latency, and QoS Considerations 341
CHAPTER 9
Bandwidth, Latency, and QoS for Core Components 341
Sample Bandwidth Usage by Core Components 341
Bandwidth, Latency, and QoS for Ingress, Egress, and VXML Gateway 342
Bandwidth, Latency, and QoS for Unified CVP 343
Bandwidth Considerations for Unified CVP and VVB 343
Network Link Considerations for Unified CVP 344
Bandwidth Sizing 347
Network Latency 347
Port Usage and QoS Settings for Unified CVP 349
Bandwidth Provisioning and QoS Considerations for a WAN 349
Bandwidth, Latency, and QoS for Unified CCE 350
Unified CCE Bandwidth and Latency Requirements 350
Unified CCE Bandwidth Considerations 350
QoS Considerations for Unified CCE 354
Bandwidth, Latency, and QoS for Unified CM 359
Bandwidth for Agent Phones to Unified CM Cluster 359
Bandwidth, Latency, and QoS for Cisco Finesse 360
Cisco Finesse Desktop Latency 360
QoS for Cisco Finesse 360
Bandwidth, Latency, and QoS for Unified Intelligence Center 361
Parameters for Reporting Bandwidth 361
Network Bandwidth Requirements 361
Unified Intelligence Center Sample Bandwidth Requirement 361
Bandwidth, Latency, and QoS for Optional Cisco Components 362
Bandwidth, Latency, and QoS for Cisco MediaSense 362
Bandwidth, Latency, and QoS for Cisco Remote Expert Mobile 362
Bandwidth, Latency, and QoS for Enterprise Chat and Email 362
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Bandwidth, Latency, and QoS for Silent Monitoring 362
Bandwidth, Latency, and QoS for Unified CM-Based Silent Monitoring 362
Bandwidth, Latency, and QoS for Optional Third-Party Components 363
Bandwidth, Latency, and QoS for ASR/TTS 363
Sizing and Operating Conditions for Reference Designs 365
CHAPTER 10
Sizing for Reference Design Solutions 365
Resource Use During a Contact 365
Contact Center Traffic Terminology 366
Erlang Calculators as Design Tools 368
Erlang-B Uses 369
Erlang-C Uses 369
Dynamic Configuration Limits for Unified CCE 369
Dynamic Limits for Skill Groups and Precision Queues Per Agent 370
Other Dynamic Sizing Factors 371
PG Agent Capacity with Mobile Agents 372
Configuration Limits for Reference Design Solutions 372
Sizing for Unified CVP 372
Sizing for Unified CM Clusters 381
Component and Feature Impacts on Scalability 385
Resource Requirements for Reporting 385
Sizing for Unified Contact Center Management Portal 386
Cisco Virtualized Voice Browser Sizing 386
Sizing for Cisco Finesse 388
Sizing for Congestion Control 388
Deployment Type Descriptions 389
Congestion Treatment Mode 391
Congestion Control Levels and Thresholds 392
Congestion Control CPS Limits 393
Operating Considerations for Reference Design Compliant Solutions 393
Solution-Wide Support for Transport Layer Security 393
Time Synchronization for Your Solution 394
Contact Center Enterprise Solution Support for IPv6 394
General IPv6 Design Considerations 396
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Non-Reference Designs 401
CHAPTER 11
Configuration Limits and Scalability Constraints for Non-Reference Designs 401
Additional Sizing Factors 405
Noncompliant Topologies 410
Parent/Child Architecture 410
Parent/Child Components 410
Unified CCE System Peripheral 414
Parent/Child Limitations 414
Active Directory Deployments for Parent/Child 415
Unified CCMP for Parent/Child Deployments 416
Parent/Child Deployments Across Sites 417
Geographically Redundant Child Sites (Using Unified IP IVR) 419
Unified CCE High Availability with Unified ICM 421
Traditional ACD Integration 424
Traditional VRU Integration 425
Non-Reference Design Core Components and Implementations 429
Using MGCP Gateways 429
Network VRU Types 429
Unified ICM Network VRU 430
Unified CVP Type 10 VRU 430
Unified CVP Type 7 VRU (Correlation ID Function) 431
Unified CVP Type 8 VRU (Translation Route ID Function) 432
Network VRU Types and Unified CVP Deployment 432
Standalone Self-Service 433
Call Director 434
VRU-Only 434
Unified ICM Hosted Deployments 435
CVP in Hosted Environments 436
CVP Placement and Call Routing in Hosted Environments 437
Network VRU Type in Hosted Environments 438
Unified CM, ACD Call Deployments, and Sizing Implications 438
Third-Party VRU 440
Release Trunk Transfer 440
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Takeback-and-Transfer 441
Two B Channel Transfer 441
VXML Transfer 442
Non-Reference Call Flows 442
Standalone Self-Service 443
Call Director 443
VXML Server (Standalone) 444
Call Director 446
VRU-Only 448
Non-Reference Design Deployments of the Unified CM 449
Unified CCE Agent Desktop Options 450
Desktop Architecture 451
Cisco Unified CRM Connector for Siebel Solution 454
Cisco Unified IP IVR 454
JTAPI Communications for Unified IP IVR 455
CTI Manager Failover with Unified IP IVR 456
Unified IP IVR Design Considerations 457
Outbound Option with Unified IP IVR 458
Unified Intelligent Contact Manager 460
Unified ICM Configuration 460
Generic Peripheral Gateway 461
Peripheral Gateway and Server Options 461
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