Introduction

Cisco Unified CCX offers easy-to-deploy, easy-to-use, highly available customer interaction management for up to 400 agents. UCCX is an off-the-shelf deployment that features:

• A sophisticated and distributed automatic call distributor (ACD)

• Computer telephony integration (CTI)

• Agent and desktop services

The optional Cisco Workforce Optimization suite provides quality and work force management tools to improve productivity.

The telephony components of the UCCX solution are:

• UCM (call signaling and telephony features)

• Voice Gateway (IVR, media path, and PSTN connectivity)

• Desk Phone and Jabber (agent and Supervisor voice calls)

Other components typically deployed with UCCX solution include:

• WFM/AQM– Work Force Management/ Advanced Quality Management (managing team performance and customer contact quality)

• Cisco Webex cloud (web chat and email)

• CUIC – Unified Intelligence Center (reports and dashboards)

• ASR/TTS – Automatic Speech Recognition/Text-To-Speech

• Call Recording

UCCX supports the following high-availability models:

• Single-Server Non-High Availability design

• Two-Server Availability design – Active/Standby, LAN, and WAN with <80 msec round-trip time (RTT)

Cisco Contact Center enterprise (CCE) solutions support several deployment models. The Unified CCE solutionis ideal for enterprise customers who need scale and flexibility for up to 24,000 multichannel agents. Packaged CCE offers simplified deployment, operation and maintenance in a complete omni-channel solution for contact centers with up to 12,000 agents.

All Contact Center enterprise solutions use a redundant architecture for high availability and solution serviceability. They provide a comprehensive feature set, including:

• Call processing and call control

• Web chat, email, and callback

• Social media monitoring

• Rich VRU and routing scripting

• Interactive voice and video response unit

• Voice and video recording and streaming

• Agent selection and queueing

• Web-based agent and Supervisor desktops

• Comprehensive reporting

The components are:

• Cisco Ingress, Egress, and VXML Gateways

• Cisco Unified Customer Voice Portal

• Cisco Unified Contact Center Enterprise

• Cisco Virtualized Voice Browser

• Cisco Unified Communications Manager

• Cisco Finesse

• Cisco Unified Intelligence Center

Refer to the Cisco Unified Contact Center Enterprise and component documentation for details.

Webex Contact Center Enterprise is a Cloud contact center for large enterprises.

With common components, desktop, administration, and feature set, current Cisco Contact Center Enterprise customers can enjoy an especially seamless transition to cloud and minimal switching costs or operations disruption with Webex Contact Center Enterprise.

See Webex Contact Center Enterprise Data Sheet for more information.

Cisco Webex Contact Center is a Software-as-a-Service (SaaS) offering from Cisco.

See Cisco Webex Contact Center Solution Overview for more information.

UCCX may integrate with Webex DI in different ways depending on the locations of UCCX and Unified CM.

UCCX Location	Unified CM Location	UCCX to Unified CM Constraints	Comments
On-premises	On-premises	SIP trunk between on-premises Unified CM and Unified CM in Webex DI	On-premises Unified CM provides call control for UCCX, that is, for Agent/Supervisor phones. Webex DI provides telephony for Back-Office users. See UCCX and Unifed CM On-Premises for details.
On-premises	Webex DI	RTT between UCCX and Webex DI UCM must be less than 60 msec	On-premise UCCX interfaces with Webex DI UCM for call control See UCCX On-Premises with UCM in Webex DI for details
Webex DI IaaS	Webex DI	No constraints, meets UCCX requirements	This IaaS is built to host integration applications. See UCCX in Webex DI IaaS for details.

The customer’s knowledge workers (Non-Agent phones in the diagram above) get telephony service from Webex DI. The Contact Center agent and Supervisor phones get telephony service from the on-premises Unified CM. All the UCCX components, including Unified CM call control, are deployed on-premises. This deployment meets the round-trip-time (RTT) requirement of 60 msec between Unified CM and UCCX.

The on-premises Unified CM and the Unified CM in Webex DI connect through an inter-cluster SIP trunk. The agents and knowledge workers get the service from two different Unified CM clusters. Group call features like call park and hunt group work only within one cluster. Only inter-cluster features work between agent and knowledge worker phones.

A variation of this model places all phones in one cluster:

In this variation, agent and non-agent (knowledge worker) phones get telephony service from Webex DI. The on-premises Unified CM that connects to UCCX considers the agents as Home Agents and connects to them through the SIP trunk and Webex DI. The on-premises Unified CM is configured with CTI-Remote Device and Remote Destination for Extend and Connect feature. In this model, the on-premises Unified CM treats Webex DI as PSTN or third-party component where Home Agent phone is homed.

The silent monitoring feature isn’t available to the Home Agents; this is supported in UCCX Premium and Enhanced license packages only, not the Unified IP IVR package. See Solution Design Guide for Cisco Unified Contact Center Express. for details.

A deployment model where UCCX components are on-premises and the call control is through Unified CM in the Webex DI can also be supported with careful consideration.

The main issue with this model is the network round-trip-time (RTT) requirement between UCCX and Unified CM. The UCCX interface to call control Unified CM is through JTAPI, which is sensitive to network latency. For proper performance of UCCX functions, this interface RTT must be less than 60 msec.

In this model, all UCCX components are deployed in Webex DI in the IaaS environment. This deployment enables co-location of Unified CM and UCCX and meets the latency requirements.

Cisco CCE and Webex DI are separate systems that you can connect through a SIP trunk.

CCE Location	Unified CM Location	CCE to Unified CM Constraints	Comments
On-premises	On-premises and Webex DI	SIP trunk between on-premises Unified CM and Unified CM in Webex DI.	On-premises Unified CM provides call control for agent/supervisor phones. Webex DI provides call control for back-office users.

The call control for the agent phones is within the On-premise Cisco CCE solution. The Back office user phones are in Webex Calling Dedicated Instance and there is SIP trunk between these two as shown in the diagram. Partners can provision this SIP trunk and integrated with O-premise CCE applications/

Webex CCE may be integrated with Webex DI through SIP trunk. Webex CCE and Webex Calling DI are separate systems. Webex CCE solutions has its own Unified CM for call control. Partner/Customer can build a SIP trunk between the 2 clouds, but this traverses the customer network

CCE Location	UnifiedCM Location	CCEto Unified CM Constraints	Comments
WebexCCE Cloud	Webex DI	SIP trunk between Webex CCE Unified CM and Unified CM in Webex DI	Partner is responsible for any coordination between the Webex CCE and Webex DI services. See Webex CCE for Agents, Webex DI for Knowledge Workers for details.

In this scenario, the Webex CCE CUCM cluster is used exclusively for agents and Webex DI CUCM cluster for knowledge workers.

• Webex CCE Unified CM provides call control for contact center agent and supervisor phones.

• Cisco Webex DI provides telephony for contact center back-office or knowledge workers.

Webex Contact Center may be integrated with Webex Calling Dedicated Instance

• Agent phones are in Webex Calling Multi-tenant cloud

• Back office user phones are in Webex Calling Dedicated Instance

There is SIP trunk between Webex Calling Dedicated Instance and Multi-tenant clouds. This WxC trunk is provisioned as part of Dedicated Instance deployment

The Webex Calling Multi-tenant cloud is already integrated with Webex Contact Center for Agent phone call control.

• SolutionDesign Guide for Cisco Unified Contact Center Express

• SolutionDesign Guide for Cisco Unified Contact Center Enterprise

• Cisco Webex Contact Center