Professional Documents
Culture Documents
CONTENTS
1.
INTRODUCTION ........................................................................................................................................................................... 2
SCOPE .................................................................................................................................................................................................... 2
DISCLAIMER ........................................................................................................................................................................................... 2
NOT FOR RESALE KIT (NFR) ................................................................................................................................................................. 2
RESOURCES ............................................................................................................................................................................................ 5
2.
3.
4.
Page 1 of 20
1. INTRODUCTION
Scope
This document discusses software options and hardware requirements for a Cisco Unified Contact Center Enterprise (CCE) lab
environment. The recommended lab designs aim to minimize the amount of servers required. Note that the resulting lab environments
are only applicable for a very limited call and agent load. This document does not cover:
Disclaimer
This document is in being updated annually therefore the information in this guide is subject to change as needed.
Non-Production Systems
The Unified CCE non-production license includes Unified CCE Server, Unified CCE Standard, Enhanced and Premium Agent, Dialer
Port, Blind Network Transfer, Third Party IVR Port and Multichannel Agent Licenses
All components can be used in reasonable quantities, but exclusively in non-production systems.
Non-production use includes lab, demo and training purposes.
All of the NFR kits are available for use in Cisco and ATP Partner labs
There are two methods to receive the NFR Software.
METHOD 1:
Order all part numbers individually with the following NFR SKUs:
Contact Center Enterprise
IPCE-NPSENT-CP
CC ENT Non-production Suite ATP Partners
IPCE-NPSENT-DART= CC ENT Non-Production Suite ATP Partners
IP IVR (NFR Kits come with 5 ports NO ASR/TTS) (Unless you are deploying CVP which is included in UC 9.0 Partner bundle)
IVR-90-NFR=
Page 2 of 20
EIM/WIM (NFR kits come with 10 Advanced Email and 10 Advanced Web licenses)
IPCE-MC-NFR-DART CCEH NON-PRODUCTION SUITE FOR PARTNERS VIA DART
IPCE-MC-NFR-DISTRI CCEH NON-PRODUCTION SUITE FOR PARTNERS VIA DISTRI
CUIC (NFR Kits come with 5 concurrent user license and 1 Intelligence Center Premium license)
CCEH-CUIC-NFR
METHOD 2:
The Unified Communications 9.0 Partner Bundle packages Ciscos Collaboration application software for our Collaboration partner
community to leverage for internal lab or demonstration systems.
Utilize Cisco Marketplace to purchase the UC 9.0 Bundle. http://www.cisco.com/pcgi-bin/marketplace/welcome.pl
Part#: UC9.0-K9-NFR Rev: 0
Release date : Sep 18 2012
Cisco Unified Communications System Release 9.0 includes:
Supplement to Cisco End User License Agreement for Cisco Unified Communications, Release 9.0, Partner Bundle Offer Software
document.
Cisco Unified Communications Manager 9.0(1) - Includes software media for Unified Communications Manager, Unified
Intercompany Media Engine, User licensing for 20 Cisco Unified Workspace License Professional Users and 5 TelePresence Room
Users, and a Training Kit. Also Includes IM and Presence Service 9.0 (formerly Cisco Unified Presence) with Cisco Unified
Communications Manager. License authorization key/file can be obtained using the Product Authorization Key (PAK); PAK allows
upgrade from previous CUCM 8.x NFR software. More information on user types and entitlements can be obtained at
www.cisco.com/go/uclicensing
Cisco Unified Communications Manager Session Manager Edition 9.0(1) - Includes software media kit for Unified Communications
Manager Session Manager Edition; UC NFR Bundle Kits do not require separate licensing.
Cisco Prime Unified Communications Management Suite 9.0 (UCMS 9.0) Includes - Prime Unified Provisioning Manager 9.0,
Prime Unified Operation Manager 9.0, Prime Unified Service Monitor 9.0, Unified Service Statistics Manager 9.0. Software and
licenses for up to a 100 phones can be electronically delivered through Electronic Software Delivery (ESD) model or from
http://www.cisco.com/cisco/software/navigator.html?mdfid=280110370&i=rm
Cisco Unified Contact Center Enterprise 9.0 , Cisco SocialMiner & Cisco Finesse- Includes software media kit for Cisco Unified
Contact Center Enterprise & Hosted, Cisco Unified Information Center 8.6, Cisco SocialMiner and Cisco Finesse; No license keys
required
Cisco Unified Contact Center Express 9.0 - Includes software media kit and Product Authorization Key (PAK) for Cisco Unified
Contact Center Express and Cisco SocialMiner. License file can be obtained using the PAK for High Availability with 6 Premium
seat licenses.
Cisco Voice Portal 9.0 - Includes software media kit and Product Authorization Key (PAK) for CVP Server Software for 1 machine,
1 Call Studio license for application development for 1 machine, 2 port licenses to be used for internal, non-production purposes only
for 1 machine, 1 Reporting License for 1 machine.
Cisco MediaSense 8.5 - Includes software media kit for Cisco MediaSense and 100 session licenses. No license keys required.
Cisco Emergency Responder 9.0(1) - Includes software media and Product Authorization Key (PAK) for Cisco Emergency
Responder; License file can be obtained using the PAK for 100 user licenses and one server.
Page 3 of 20
Cisco Jabber Desktop clients - Cisco Jabber for Mac 8.6(4), Cisco Jabber for Windows 9.0(4)
Cisco Jabber Mobile clients - Jabber Mobile client software is not included because those can be downloaded directly from the
respective application stores for no cost. Cisco Jabber for Android, Cisco Jabber for iPad, Cisco Jabber IM for iPhone, Cisco Jabber
for iPhone
Cisco Unity Connection 9.0(1) - Includes software media for Cisco Unity Connection; License authorization key/file can be obtained
using the Product Authorization Key (PAK); PAK allows upgrade from previous UCxn 8.x NFR software. More information on user
types and entitlements can be obtained at www.cisco.com/go/uclicensing.
There is no hardware included in this offering. The hardware used must match the hardware requirements of the individual
components.
You must also order the following NFR Part numbers individually:
IP IVR (NFR Kits come with 5 ports NO ASR/TTS) (Unless you are deploying CVP which is included in UC 9.0 Partner bundle)
IVR-90-NFR=
EIM/WIM (NFR kits come with 10 Advanced Email and 10 Advanced Web licenses)
IPCE-MC-NFR-DART CCEH NON-PRODUCTION SUITE FOR PARTNERS VIA DART
IPCE-MC-NFR-DISTRI CCEH NON-PRODUCTION SUITE FOR PARTNERS VIA DISTRI
CUIC (NFR Kits come with 5 licenses)
CCEH-CUIC-NFR
Intelligence Center Premium Not-For-Resale System, for partner lab system
Page 4 of 20
Resources
This document contains brief descriptions of Cisco Unified Contact Center Enterprise components and options with a focus on
deployment limitations and hardware requirements. For more information about installation and configuration of Cisco Unified
Contact Center products visit www.cisco.com.
Table 1.1 Contact Center Documentation (URLs listed out in Recommended reading Section)
DOCUMENTS AND URLS
Voice and Unified Communication Documentation Main Page
Unified Contact Center Enterprise Main Page
Cisco Agent Desktop - Main Page
Cisco CTIOS - Main Page
Cisco Outbound Option - Main Page
Cisco Unified EIM Main Page
Cisco Unified WIM Main Page
Cisco Unified Intelligence Center Main Page
Cisco IP Contact Center Enterprise SRND
Cisco Unified EIM/WIM Design Guide
UCCE Compatibility Guide
UCCX Compatibility Guide
UCM Compatibility Guide
Cisco ICM/UCCE Enterprise Hardware and Software Specification (BOM)
CUIC BOM
Cisco CCBU Price List
Security Best Practices Guide for Cisco ICM/UCCE
Pre-Installation Planning Guide for Cisco ICM/UCCE
Staging Guide for Cisco ICM/UCCE
Installation and Configuration Guide for Cisco UCCE
Configuration Guide for Cisco UCCE
Page 5 of 20
Software Requirements
Minimum configuration requires the following Cisco Unified Contact Center software components:
Refer to the Compatibility Guides for the latest information on compatible software versions:
UCCE Compatibility Guide
IP IVR Compatibility Guide
UCM Compatibility Guide
Cisco Unified Contact Center Enterprise is an integrated suite of products that includes Cisco Unified ICM, Cisco Unified
Communications Manager, Cisco Unified IP IVR, Cisco Unified CVP, Cisco voice-over-IP (VoIP) gateways, and Cisco Unified
IP phones. This section discusses the options available for Cisco Unified Contact Center Enterprise lab environments.
Communications Manager includes a module called CTI Manager, which is the layer of software that communicates via the Java
Telephony Application Programming Interface (JTAPI) to the ICM central controller and IP IVR. Every node within a cluster can
execute an instance of the CTI Manager process, but the Communications Manager Peripheral Interface Manager (PIM) on the
Peripheral Gateway (PG) communicates with only one CTI Manager (and thus one node) in the Communications Manager cluster. In
other words, a Communications Manager cluster uses a single Agent PG PIM. For each Cisco Communications Manager cluster you
need one CTI Server and one CTI OS server to communicate with the desktops associated with the IP phones. For further details,
please reference the SRND which can be found here: www.cisco.com/go/designzone
To test Communications Manager fail-over scenarios you need at least two servers in your Communications Manager lab cluster
(Publisher + Subscriber).
Page 7 of 20
NICs, CVP, Gateway PGs CCX and ACD PGs. Parent and child systems can be in separate domains and have separate domain
controllers.
Outbound Option
The ICM and CCE Outbound Dialer provide outbound dialing functionality along with the existing inbound capabilities of ICM
software. The ICM reporting tool, CUIC, provides outbound activity reports, supplying integrated information about agent, campaign,
dialer, import rule, and skill group activity. A MR PG PIM is required for each Outbound Dialer. An MR PG can support up to three
dialers. Outbound Dialers cannot be duplexed.
Dialer
In a deployment with the SIP Dialer, the Dialer component dials customers using the voice gateways. In a deployment with the SCCP
Dialer, the Dialer component dials customers using Unified CM.
The SIP Dialer is recommended over SCCP Dialer due to its scalability and simplified deployment. In an Outbound Option
deployment that uses the SIP Dialer, functions such as dialing, call control, and Call Progress Analysis for Outbound campaigns are
handled by the Voice Gateway, and not by Unified CM. This increases the number of Outbound agents that a deployment can service
on a PG, and reduces the number of PGs and Dialers customers need to deploy for larger enterprise systems.
** NOTE: Virtualization is not supported for SCCP Dialer **
Page 8 of 20
integration between Cisco Interaction Manager and Cisco Unified CCE provides an integrated platform for task routing, queuing
and assignment across channels. Reporting is enabled across channels to enable effective contact center management.
The CIM Suite can be deployed for just E-Mail or Web individual products as well:
Unified E-Mail Interaction Manager (Unified EIM)
Cisco Unified E-Mail Interaction Manager enables organizations to intelligently route and process inbound emails, web form
inquiries and faxes. Unified EIM enables agents to respond quickly and consistently using suggested responses from an embedded
knowledgebase, macros and templates. Powerful reporting and SLA management tools enable organizations to manage email
communications efficiently and effectively.
Unified Web Interaction Manager (Unified WIM)
Cisco Unified Web Interaction Manager provides agents with a comprehensive set of tools for serving customers in real-time. It
enables call center agents to provide immediate personalized service to customers through text chat messaging and page-push
abilities. Agents can respond quickly and consistently using quick responses and information from an embedded knowledgebase and
customer history archive.
Page 9 of 20
browser-based solution
extensible desktop interface using standard OpenSocial gadgets
server features available to applications using documented REST APIs
The maximum number of CTI all events connections supported by the CTI Server (7) is not exceeded.
The total number of combined Finesse and CTI OS agents does not exceed the capacity of the common PG.
IP Communicator
69xx phones
89xx phones
99xx phones
EX60/90
** note: If Desktop Recording and/or Agent Greeting are being used the phone must support Built-in-bridge (BiB) **
Page 11 of 20
** The relaxation of requirements is for lab environments and strictly NOT meant for production! **
Page 12 of 20
Minimum required: Simplex Sprawler shown below. Communications Manager and AD/DNS are required however you may use an
existing if one is available. You will also need agent/supervisor desktops.
RouterA
LoggerA
CTISVRA
CTIOSA
AW/HDS
DIALER
CAD
RTMT
AGENT PG A
MR PG A
CCM
PIM
IVR
PIM
DLR
PIM
AD/DNS
EIM/WIM
Optional MediaBlender
IP-IVR
CCM
CUIC
CIM
PIM
C
Page 13 of 20
RouterA
LoggerA
RouterB
LoggerB
CTISVRA
CTIOSA
CTISVRB
CTIOSB
AW/HDS
DIALER
AW/HDS
CAD
AGENT PG B
MR PG B
Private Network
CAD
RTMT
AGENT PG A
MR PG A
CCM
PIM
IVR
PIM
DLR
PIM
CIM
PIM
CCM
PIM
IVR
PIM
DLR
PIM
CIM
PIM
Public Network
Optional
MediaBlender
EIM/WIM
CUIC
IP-IVR1
IP-IVR1
AD/DNS
CCM
CCM
CUIC
Add-Ons:
FINESSE
SOCIALMINER
MEDIASENSE
Page 14 of 20
#vCPU
4
1
4
2
4
4
4
23
2
RAM (GB)
6
4
8
4
6
4
4
36
2
25
38
#vCPU
4
1
4
4
2
4
4
4
4
31
2
RAM (GB)
6
4
8
4
2
4
6
4
4
42
2
33
44
Notes:
Agent PG includes: Generic PG with CVP PIM and CUCM PIM, MR PG with Dialer and EIM/WIM PIM, CTI OS Server,
and CAD Server.
CVP1 includes: SIP Call Server, VXML Server, and Media Server.
RTMT can be installed on any windows based computer
AD/DNS needs a single core virtual machine if one does not already exist
1
: End-Of-Sale
Sample simplex deployment:
C210 M1 TRC #2, C210 M2 TRC #1, or C220 M3S TRC #1
Page 15 of 20
#vCPU
4
1
4
2
4
4
4
4
1
2
34
2
RAM (GB)
6
4
8
4
6
4
4
6
4
4
56
2
36
58
#vCPU
4
1
4
2
2
4
4
4
4
4
1
2
4
40
2
RAM (GB)
6
4
8
4
2
4
6
4
4
6
4
4
6
62
2
42
64
Notes:
Agent PG includes: Generic PG with IP IVR PIM and UCM PIM, MR PG with Dialer and EIM/WIM PIM, CTI OS Server,
and CAD Server.
CVP1/2 include: SIP Call Server, VXML Server, and Media Server
RTMT can be installed on any windows based computer
AD/DNS needs a single core virtual machine if one does not already exist
For CCMP, above, there is a specific configuration with HDS that is useable in a lab environment for up to 200 users to
reduce the footprint (4 vCPU instead of 8). More information can be found at the CCMP docwiki.
1
: End-Of-Sale
Page 16 of 20
Add-Ons:
Component
Finesse
SocialMiner
MediaSense
Total
Notes:
#vCPU
4
2
7
13
RAM
(GB)
8
8
8
24
Supported Platforms
vCPU
RAM (GB)
HDD
: End-Of-Sale
Page 17 of 20
Page 18 of 20
PS2
PS1
SLOT2
L2 MGMTO
MGMT1
CONSOLE
10 11
12 13
14 15
16
17
10 19
20
10 11
12 13
14 15
16
17
10 19
20
SLOT2
PS2
STAT
PS1
L1
L1
L2 MGMTO
MGMT1
CONSOLE
N5K-C5010P-BF
DS-X9124
FAN
STAT
STAT
FAN2
FAIL
FAN1
FAN
STAT
PS1
FAIL
STATUS
OK
PS2
OK
1/2/4 Gbps FC
Module
N10-PAC1-550W
FAIL
FAN2
FAIL
10
11
12
LINK
13
14
15
16
17
18
19
20
21
22
23
24
OK
PS2
OK
LINK
FAN
STAT
STAT
PS1
FAN
STAT
FAN1
N10-PAC1-550W
N10-PAC1-550W
N10-PAC1-550W
UCS B200 M1
UCS 5108
!
SLOT
CX4-120
SLOT
2
!
Reset
Console
Reset
Console
UCS B200 M1
!
UCS B200 M1
2Gb
4Gb
SLOT
SLOT
4
!
Console
Reset
Console
Reset
SLOT
SLOT
SLOT
7
OK
FAIL
OK
FAIL
OK
FAIL
OK
UltraPoint DAE4
FAIL
UCS 5108
Notes:
1. The Nexus 5ks are recommended for exposure to vPC and 10GB.
2. The MDS 9xxx and EMC is for illustration purposes, you may use any UCS supported SAN.
3. The 4th B200 blade shown is spare or optional CVP addition.
4. You should always deploy 6100 Fabric Interconnects in pairs. Using only a single FIC will affect the network
configuration of your system which will not emulate a customer deployment.
5. As in MCS deployments, you may have components on desktops or servers outside of the virtualized UCS
servers depicted.
Page 19 of 20
4. RECOMMENDED READING
Documentation Home Pages
Voice and IP Communications: http://www.cisco.com/en/US/partner/products/sw/voicesw/index.html
Unified IP IVR: http://www.cisco.com/en/US/products/sw/custcosw/ps3651/tsd_products_support_series_home.html
Contact Center Enterprise: http://www.cisco.com/en/US/products/sw/custcosw/ps1844/tsd_products_support_series_home.html
Cisco Agent Desktop: http://www.cisco.com/en/US/partner/products/sw/custcosw/ps427/tsd_products_support_series_home.html
Cisco CTIOS: http://www.cisco.com/en/US/partner/products/sw/custcosw/ps14/tsd_products_support_series_home.html
Cisco Outbound Option: http://www.cisco.com/en/US/partner/products/sw/custcosw/ps524/tsd_products_support_series_home.html
Cisco Unified Intelligence Center: http://www.cisco.com/en/US/products/ps9755/index.html
Analysis Manager: http://www.cisco.com/en/US/partner/products/sw/voicesw/ps556/prod_maintenance_guides_list.html
Design Guides
Unified Communications Design Guides (UC Manager & CCE):
http://www.cisco.com/en/US/netsol/ns818/networking_solutions_program_home.html
EIM/WIM Design Guide: http://www.cisco.com/en/US/products/ps7233/products_implementation_design_guides_list.html
Cisco Unified IP IVR:
http://www.cisco.com/en/US/partner/products/sw/custcosw/ps1846/products_implementation_design_guides_list.html
Compatibility Guides
UC Manager: http://www.cisco.com/en/US/partner/products/sw/voicesw/ps556/products_device_support_tables_list.html
CCE: http://www.cisco.com/en/US/partner/products/sw/custcosw/ps1844/products_device_support_tables_list.html
IP IVR: http://www.cisco.com/en/US/products/sw/custcosw/ps1846/products_device_support_tables_list.html
Virtualization Guides
Cisco Unified Contact Center Enterprise: http://docwiki.cisco.com/wiki/Unified_Contact_Center_Enterprise
Cisco Voice Portal: http://docwiki.cisco.com/wiki/Virtualization_for_Unified_CVP
Cisco Unified Intelligence Center: http://docwiki.cisco.com/wiki/Virtualization_for_Unified_Intelligence_Center
Cisco Unified IP IVR: http://docwiki.cisco.com/wiki/Virtualization_for_Unified_CCX
Cisco Unified Computing System (UCS) Hardware: http://docwiki.cisco.com/wiki/Unified_Computing_System_Hardware
Page 20 of 20