Collaboration

Cisco PCCE

The reader of this document is expected to be familiar with the Unified CCE solution architecture and functionality as described in the Installation and Configuration Guide for Cisco Unified Contact Center Enterprise & Hosted. Make sure you become familiar with the concepts described in that manual for topics such as routes, labels, and dialed numbers. This design guide describes the deployment models and their implications including scalability, fault tolerance, and interaction between the solution components. The Unified CCE product integrates with Cisco Unified Communications Manager (Unified CM), Cisco Unified IP IVR, Cisco Unified Customer Voice Portal (Unified CVP), Cisco VoIP Gateways, and Cisco Unified IP Phones. Together these products provide Cisco Unified Communications and contact center solutions to achieve intelligent call routing, multichannel automatic call distribution (ACD) functionality, interactive voice response (IVR), network call queuing, and consolidated enterprise-wide reporting. Unified CCE can optionally integrate with Cisco Unified Intelligent Contact Manager to support networking with legacy ACD systems while providing a smooth migration path to a converged communications platform. The Unified CCE solution is designed for implementation in both single and multisite contact centers. It uses your existing Cisco IP network to lower administrative expenses and extend the boundaries of the