UNIFIED CONTACT CENTER ENTERPRISE LAB DESIGN

Cisco Customer Contact Solutions

VERSION: MARCH 2011

CONTENTS
1. INTRODUCTION ............................................................................................................................................................................2 SCOPE .....................................................................................................................................................................................................2 DISCLAIMER ............................................................................................................................................................................................2 NOT FOR RESALE KIT (NFR) ..................................................................................................................................................................2 RESOURCES .............................................................................................................................................................................................5 2. CONTACT CENTER ENTERPRISE LAB SOFTWARE AND FEATURE OPTIONS ...........................................................6 2.1 GENERAL M INIMUM LAB REQUIREMENTS ........................................................................................................................................6 2.2 VIRTUALIZATION REQUIREMENTS ...................................................................................................................................................11 2.2.1 UCS SIMPLEX SYSTEM .................................................................................................................................................................12 2.2.2 UCS REDUNDANT SYSTEM ..........................................................................................................................................................13 3. CONTACT CENTER ENTERPRISE LAB HARDWARE OPTIONS .....................................................................................14 HARDWARE REQUIREMENTS .................................................................................................................................................................14 3.1 MINIMUM MCS HARDWARE SETUP ................................................................................................................................................14 3.2 MINIMUM UCS C-SERIES HARDWARE SETUP .................................................................................................................................15 3.3 MINIMUM UCS B-SERIES HARDWARE SETUP .................................................................................................................................15 3.4 RECOMMENDED MCS HARDWARE SETUP .......................................................................................................................................16 3.5 RECOMMENDED UCS C-SERIES HARDWARE SETUP........................................................................................................................17 3.6 RECOMMENDED UCS B-SERIES HARDWARE SETUP ........................................................................................................................17 4. RECOMMENDED READING .....................................................................................................................................................18

Page 1 of 18

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: Router, switch, and gateway requirements Cisco Unified Customer Voice Portal (CVP) requirements Network interface controller (NIC) and inter exchange carrier (IXC) requirements (pre-routing) Cisco Unified Contact Center Express (CCX) requirements Partner automatic speech recognition (ASR) and text-to-speech (TTS) components Partner call recording and monitoring components Software installation and configuration

Disclaimer
This document is in being updated annually therefore the information in this guide is subject to change as needed.

** MAKE SURE YOU HAVE THE LATEST UPDATED LAB DOCUMENT! **

Not For Resale Kit (NFR)

This document covers requirements based on using the CCE Not For Resale (NFR) Kit. Details on the NFR Kit, from the Ordering Guide for Cisco Customer Contact Solutions: http://www.cisco.com/en/US/partner/products/sw/custcosw/ps1844/prod_how_to_order.html

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) IVR-85-NFR=

Page 2 of 18

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-CUIC8-NFR Intelligence Center 8 Premium Not-For-Resale System, for partner lab system

METHOD 2:
Utilize Cisco Marketplace to purchase UC 8.5 Bundle. To obtain Cisco Unified Communications System Release 8.5 Not-For-Resale software bundle on Cisco Marketplace (Partner Login Required). To purchase the latest Unified Communications NFR Software bundle - Navigate to Cisco Marketplace - Login using your Cisco.com UserID - Click on Unified Communications NFR Software (display box) - Select Unified Communications Not-For-Resale Products link (small link at top of page) - Select Cisco Unified Communications System Release NFR Program (drop down menu on right) - Select Technology Developer Partner - Click Add to cart Part#: UC8.5-K9-PBO Rev. 0 Release date: Jan 23 2011 FIRST SHIP DATE 02/18/2011

Cisco Unified Communications System Release 8.5 UC8.5-K9-PBO Rev. 0 Below are the Cisco Collaboration software applications included in the UC8.5-K9-PBO Rev. 0 offering: Cisco Unified Communications Manager 8.5(1) Cisco Unified Communications Manager 8.5(1) Session Management Edition Cisco Emergency Responder 8.5(1) Cisco Unity Connection 8.5(1) Cisco Unified Personal Communicator 8.0 Cisco Unified Integration for Microsoft Lync (CUCI-Lync) 8.5 Cisco Unified Integration for Tencent Real-Time eXchange 8.5 (CUCI-RTX) Cisco Unified Contact Center Express 8.5 Cisco Unified Contact Center Enterprise 8.5 (Cisco Unified Contact Center Enterprise, Cisco SocialMiner & Cisco Finesse) Cisco Voice Portal 8.5 Cisco MediaSense 8.5 Cisco Unified Communications Management Suite (CUCMS) 8.5

There is no hardware included in this offering. The hardware used must match the hardware requirements of the individual components. The contents of this kit are: Cisco Unified Communications Manager 8.5(1): 3 Node license (Standard hardware or VMware platforms), 150 Device License Units (DLU), SW Feature (supports Major version upgrades), Training Kit. The license files must been redeemed using the PAK included in this bundle and uploaded to Unified Communications Manager during the installation process. Cisco Unified Communications Manager 8.5(1) Session Management Edition: 3 Node license (Standard hardware or VMware platforms), 150 Device License Units (DLU), SW Feature (supports Major version upgrades), Training Kit. The
Page 3 of 18

licenses must been redeemed using the PAK included in this bundle and uploaded to Unified Communications Manager during the installation process. Cisco Emergency Responder 8.5(1): Media, 10 User licenses, and a Product Authorization Key (PAK). Cisco Unity Connection 8.5(1): Includes default licenses for 10 mailboxes, 2 ports, 30-second messages maximum. Cisco Unified Personal Communicator 8.0: Download software from under Voice and Unified Communications. Cisco Unified Integration for Microsoft Lync 8.5: Download software from under Voice and Unified Communications. Cisco Unified Communications for RTX 8.5: Download software from under Voice and Unified Communications. Cisco Unified Contact Center Express 8.5: Includes software media kit for Cisco Unified Contact Center Express, license PAK for HA, 6 Premium seats. Cisco Unified Contact Center Enterprise 8.5: Includes software media kit for Cisco Unified Contact Center Enterprise, Cisco SocialMiner, and Cisco Finesse. Cisco Unified Customer Voice Portal 8.5: License PAK included. PAK is used to acquire a license file that enables up to 30 VXML sessions. Cisco MediaSense 8.5: Includes server software license and 100 ports licenses for audio and video recording, all on a single machine. Cisco Unified Communications Management Suite 8.5: - Unified Provisioning Manager 8.5 - Unified Operation Manager 8.5 - Unified Service Monitor 8.5 - Unified Service Statistics Manager 8.5 100 Phone licenses and Product Authorization Key (PAK)

You must also order the following NFR Part numbers individually: IP IVR (NFR Kits come with 5 ports NO ASR/TTS) IVR-85-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-CUIC8-NFR Intelligence Center 8 Premium Not-For-Resale System, for partner lab system

Page 4 of 18

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/WIM Main Page Cisco Unified Information 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 ICM and UCCE Enterprise Pre-Installation Planning Guide for Cisco ICM Enterprise Staging Guide for Cisco ICM/UCCE Enterprise UCCE Installation and Configuration Guide for UCCE Enterprise UCCE Administration Guide

Page 5 of 18

2. CONTACT CENTER ENTERPRISE LAB SOFTWARE AND FEATURE OPTIONS

2.1 General Minimum Lab Requirements

Following is the minimum required components for the Cisco Unified Contact Center Enterprise (CCE) lab configuration.

Software Requirements
The minimal configuration requires the following Cisco Unified Contact Center software components: Cisco Unified Contact Center Enterprise (CCE) Cisco Unified Contact Center Enterprise Service Releases Cisco Unified Contact Center Enterprise third-party tools Computer Telephony Integration Object Server (CTI OS) Cisco Agent Desktop (CAD) Cisco Analysis Manager Cisco Unified Communications Manager (UCM) Cisco Unified IP IVR (IP IVR) Cisco Unified Web Interaction Manager (WIM) Cisco Unified E-Mail Interaction Manager (EIM) Cisco Unified Intelligence Center (CUIC)

Recommended configurations include the following Cisco Unified Contact Center software components: Redundancy across the solution 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.

Microsoft Windows Active Directory Controller

The Active Directory (AD) domain controller provides directory services and can also provide DNS and DHCP services. The AD domain controller has to reside on a separate server than the CCE systems. You can use an existing AD server that may already be part of your lab environment.

Cisco Unified Communications Manager

Cisco Communications Manager is a software application that controls the voice gateways and IP phones, thereby providing the foundation for a VoIP solution. Multiple Communications Manager servers can be grouped into a cluster to provide for scalability and fault tolerance. 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
Page 6 of 18

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 detail 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).

Cisco Unified IP IVR

Cisco IP IVR provides prompting, collecting, and queuing capability for the CCE solution. IP IVR communicates with ICM software by way of the Service Control Interface (SCI) protocol through the Agent PG. When an agent becomes available, the ICM software instructs the IP IVR to transfer the call to the selected agent phone. The IP IVR then requests Communications Manager to transfer the call to the selected agent phone. The IP IVR has no physical telephony trunks or interfaces like a traditional IVR. The telephony trunks are terminated at the voice gateway (VG). Communications Manager provides the call processing and switching to set up a G.711 or G.729 Real-Time Transport Protocol (RTP) stream from the VG to the IP IVR. IP IVR communicates with Communications Manager via JTAPI. To test load balancing between IP IVRs you need at least two IP IVR servers. Each IP IVR requires a separate VRU PIM.

Cisco Unified Customer Voice Portal (CVP)

The Customer Voice Portal (CVP) provides prompting, collecting, queuing, and call control services using standard web-based technologies. With CVP, voice is terminated on Cisco IOS gateways that interact with the CVP application server using VoiceXML (speech) and H.323 (call control) or SIP. The CVP software is tightly integrated with the Cisco ICM software for application control. The ICM scripting environment can control the execution of building-block functions such as play media, play data, menu, and collect information. The ICM script can also invoke external VoiceXML applications to be executed by the CVP VoiceXML Server, an Eclipse and J2EE- based scripting and web server environment. The VoiceXML Server is well suited for sophisticated and high-volume IVR applications, and it can interact with custom or third-party J2EE-based services. These applications can return results and control to the ICM script when complete. Advanced load balancing across all CVP solution components can be achieved by Cisco Content Services Switch (CSS) and Cisco IOS Gatekeepers. CVP connects to the CCE environment using a Generic PG. For more information about CVP please refer to Cisco ICM, CCE and CVP documentation. CVP ATP Lab requirements are covered in a separate document. ** NOTE: If the Unified CVP Reporting Server is not licensed, the Unified CVP Reporting Server provisions for 10,000 dbwrites. A dbwrite is either an insert or an update to a single record. Also, features like trunk group utilization reporting, data aggregation and summarization will not work if the reporting server is not licensed. **

Contact Center Deployment Models

Contact Center Enterprise CCE works with all options such as Cisco Agent Desktop (CAD), Outbound Dialer, EIM, WIM and CVP. CCE uses the ICM Configuration Manager tool for configuration. Parent-Child A parent-child deployment model allows multiple child systems (CCX, or time-division-multiplexing [TDM] automatic call distributors [ACDs]) to be connected to a parent ICM system through the Gateway PG. The parent only support connections to NICs, CVP, Gateway PGs CCX and ACD PGs. Parent and child systems can be in separate domains and have separate domain controllers.

Page 7 of 18

Cisco Unified Contact Center Enterprise Components

Router & Logger There are many ways to distribute the ICM Router and Logger components in a CCE Environment: Router and Logger on separate serversConfiguration that maximizes performance for high capacity environments RoggerServer with both Router and Logger ProggerServer with Router, Logger, Microsoft SQL Server, Microsoft IIS, Agent PG, CTI Server and CTI OS SprawlerServer with Router, Logger, Microsoft SQL Server, Microsoft IIS, Agent PG, CTI server, CTI OS, Administrator Workstation (AW), and Historical Data Server (HDS) Only Sprawler configurations are discussed in this document. Note: Sprawlers are only supported in lab environments Peripheral Gateway Options CCE offers several options for the Agent PG type used for the Communications Manager and IP IVR connections. This document uses only the Generic PG type because of the PG limitation per server (two PG types per server). A Generic PG is limited to eight voice-response-unit (VRU) PIMs. The Media Routing PG (MR PG) is used for the Outbound Dialer and CIM connections. The MR PG is limited to three Dialer PIMs and ten PIMs total. Duplex & Hot Standby Central Controller components (Router and Logger) can run either in simplex mode (side Anot redundant) or duplex mode (side A + Bredundant). If you want to test failover between Central Controller components, you need a lab with duplexed components. Peripheral Gateways run in hot-standby mode, meaning that only one of the PGs is actually active. When the active side fails, the surviving side automatically takes over processing of the application. To test this type of failover you need duplexed PGs (side A + B) in your lab environment.

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. Unified CCE Release 8.5(1) offers the Session Initiation Protocol (SIP) Dialer alongside the Skinny Call Control Protocol (SCCP) Dialer that has been the sole Dialer offered in previous releases of Outbound Option. 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: UCS deployments ONLY support SIP Dialer **

Cisco Interaction Manager Multichannel Options

Cisco Interaction Manager (CIM) Cisco Interaction Manager is a unified platform that provides E-Mail (EIM) and Web Chat (WIM) functionality. In addition to the email management, chat and web collaboration tools, it provides an integrated suite of applications that provide the capability to efficiently administer and manage rich knowledge base repositories, queues, business workflows and historical reporting. The

Page 8 of 18

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.

Cisco Unified Intelligence Center

The Cisco Unified Intelligence Center (CUIC) is an advanced reporting platform that is as flexible as it is intuitive. Intelligence Center provides reporting on the details of every contact across all channels from a single interface. Intelligence Center provides real-time and historical reporting in an easy-to-use, wizard-based application. It is possible to select from a variety of presentation formats such as interactive grids, XML Stylesheet Language Transformations (XSLTs), charts, gauges, and Really Simple Syndication (RSS) feeds. Further, report content is selected by choosing the columns to be displayed, specifying the order, applying filter criteria, formatting values, and renaming columns to meet the specific requirements and can be modified by those with proper permissions at any time.

Cisco Unified Contact Center Management Portal

The Unified Contact Center Management Portal (Unified CCMP) is a browser-based management application designed for use by contact center/system administrators, business users, and supervisors. It is a dense, multi-tenanted provisioning platform that overlays the contact center equipment. The contact center equipment is viewed as consisting of configuration items, generally known as resources, such as agents or skill groups, and events logged when the resources are used by the equipment, such as call record statistics. Unified CCMP partitions the resources in the equipment using a familiar folder paradigm, and these folders are then secured using a sophisticated security structure that allows administrators to specify which users can perform which actions within the specified folder(s).

Cisco Unified Analysis Manager (via RTMT)

The Cisco Unified Analysis Manager (Unified Analysis Manager), a tool included with the Cisco Unified Real-Time Monitoring Tool (RTMT), is used to perform troubleshooting operations. When the Unified Analysis Manager is launched, it collects troubleshooting information from your system and provides an analysis of that information. You can use this information to perform your own troubleshooting operation or to send the information to Cisco Technical Assistance for analysis. The Analysis Manager application is installed as an option when you install the RTMT software. The Analysis Manager interface is accessed from the RTMT main menu and quick launch channel. Once it is installed, the application can identify the supported UC products and applications that you have in your system and troubleshoot call failures across these UC applications, collecting trace and log files. The Unified Analysis Manager supports the Cisco Unified Communications Manager, Cisco Unified Contact Center Enterprise, Cisco Unified Contact Center Express, Cisco IOS Voice Gateways (37xx, 28xx, 38xx, 5350XM, 5400XM), Cisco Unity Connection, and Cisco Unified Presence. All at release version 8.0(x) and later.
Page 9 of 18

Desktop and IP Phone Options

CTI OS Desktop The Cisco CTI toolkit is a software development toolkit used to develop agent desktop applications that interact with the CTI Object Server (CTI OS). A Cisco toolkit desktop can provide the same agent state controls and call controls as CAD. You can use the Cisco CTI toolkit to add agent state controls and call controls to existing desktop applications. Cisco toolkit desktops require the agent to use a Cisco IP phone or Cisco IP Communicator (softphone). Cisco Agent Desktop Cisco Agent Desktop (CAD) is a Windows-based desktop application that helps agents perform agent state control (including login, logout, ready, not ready, and wrap up) and call control (including answer, release, hold, retrieve, transfer, conference, and make call). CAD requires use of a Cisco IP phone or Cisco IP Communicator (softphone). Other features, such as an integrated chatting application, call recording, and workflow automation, may also be included. Cisco IP Phone Agent Cisco IP Phone Agent is an agent interface that does not require a desktop application. It is implemented as an Extensive Markup Language (XML) application that is rendered on the screen of the IP phone and controlled through the soft keys and buttons on the IP phone. The XML application performs agent state control, whereas call control is handled through the normal IP Phone soft keys and buttons. Other enhanced features, including silent monitoring, call recording, screen pop and call center statistics, are also available through this interface. Cisco IP Phone Agent is part of CAD. Cisco Agent Desktop Browser Edition Like the Cisco Agent Desktop, CAD-BE allows agents to perform agent state and call control actions. It is accessible from a browser window and does not need any software installed on the Agents PC. CAD-BE supports displaying Enterprise Data, chat messaging, reason codes, wrap-up data and more. Cisco IP Phones and Cisco IP Communicator With the Unified Contact Center Enterprise 8.x and Unified Communications Manager 8.x, the following Cisco IP Phones are supported: 7970/71/75 7960/61/62/65 7940/41/42/45 7920/21 7912 7910 IP Communicator 69xx phones 88xx phones 99xx phones ** note: If Desktop Recording and/or Agent Greeting are being used the phone must support Built-in-bridge (BiB) **

Page 10 of 18

2.2 Virtualization Requirements

As an alternative to installing all of the system components on their own servers, you could do some consolidation using Virtualization. We are now supporting virtualization for your CCE ATP Lab. Using this approach can help you create known good base images and a system that allows you to recover to the known good state. Virtualization can also help manage revision and version control. This update addresses specific guidance for deployment of the required ATP Partner Lab system using the Cisco Unified Computing System (UCS) B and C-Series platform. Note that not all components of the solution are available on the B or CSeries platform; in those cases the standard Cisco Media Convergence Server (MCS) models would be required. A few caveats to this approach: - You are responsible for loading up and managing the virtualization software - All CCE and other components still need to be installed - We would not suggest using a VM based system for load testing.
NOTE: UCS Configuration requirements: You can over subscribe in a non production lab. If you run into problems with cpu utilization issues you are in an unsupported configuration.

** The relaxation of requirements are for lab environments and strictly NOT meant for production! **

Cisco Unified Computing Systems (UCS) B200 Series and C210 Series hardware requirements:
Purchase of a UCS B-Series system requires at least one of the following certifications:
1. 2. 3. Unified Computing Technology Specialization DataCenter Unified Computing ATP DataCenter Architecture Specialization

To find information on how to achieve the required UCS B-Series certifications please visit the specialization page on Partner Central: http://www.cisco.com/web/partners/partner_with_cisco/channel_partner_program/resale/specializations/index.html

Purchase of a UCS C-Series system is available to all UCCE/CVP ATP Partners.

Minimum Lab Configuration

The minimum recommendation for the ATP Partner Lab includes: UCCE 8.5, IP IVR 8.5, UCM 8.5, EIM/WIM 4.3(2), CCMP 8.5, and CUIC 8.0(3). Optionally, for partners who are also CVP ATP authorized, the CVP 8.5 components would replace the IP IVR in the lab. The profiles here are based on production class component sizing for the UCS platform. Please refer to the Doc Wiki for the latest updated profiles: Virtualization for Unified Contact Center Enterprise Virtualization for Unified CVP Virtualization for Unified Intelligence Center Virtualization for Unified IP IVR

Page 11 of 18

2.2.1 UCS Simplex System

UCS Server / Blade Application Mapping (with IP IVR): # 1 2 3 Core 1 Core 2 Core 3 Core 4 Core 5 Core 6 Core 7 RTMT CUIC #1 Core 8 AD

Rogger A AW-HDS-DDS-1 UCM (Pub/Sub) IP IVR #1

Agent PG1A

CCMP (Single Server)

Note: 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.

UCS Server / Blade Application Mapping (with CVP): As an alternative to IP IVR, CVP ATP Partners may which to use CVP in the lab. # 1 2 3 4 Core 1 Core 2 Core 3 Core 4 Core 5 Core 6 Core 7 RTMT CUIC #1 CVP OPS Core 8 AD

Rogger A AW-HDS-DDS-1 UCM (Pub/Sub) CVP C/S #1

Agent PG1A

CCMP (Single Server)

Note: Agent PG includes: Generic PG with CVP PIM and UCM PIM, MR PG with Dialer and EIM/WIM PIM, CTI OS Server and CAD Server. CVP C/S includes: SIP Call Server, VXML Server, and Media Server.

A separate MCS-7835-I3-CCE1 server is required for EIM/WIM. Agent and Supervisor Desktops are also required as separate computers. # 1 Server / Component MCS-7835-I3-CCE1 EIM/WIM 4.3(2)

The Cisco Unified SIP Proxy (CUSP) is also required for SIP-based dial plan management and resolution.

Page 12 of 18

2.2.2 UCS Redundant System

UCS Server / Blade Application Mapping (with IP IVR): # 1 2 3 4 5 6 Core 1 Core 2 Core 3 Core 4 Core 5 Core 6 Core 7 RTMT CUIC #1 Agent PG1B CUIC #2 Core 8 AD

Rogger A AW-HDS-DDS-1 UCM (Pub) Rogger B AW-HDS-DDS-2 IP IVR #1

Agent PG1A

CCMP (Single Server)

UCM (Sub 1) IP IVR #2 Note: 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.

UCS Server / Blade Application Mapping (with CVP): As an alternative to IP IVR, CVP ATP Partners may which to use CVP in the lab. # 1 2 3 4 5 6 7 Core 1 Core 2 Core 3 Core 4 Core 5 Core 6 Core 7 RTMT CUIC #1 CVP OPS Agent PG1B CUIC #2 CVP C/S #2 Core 8 AD

Rogger A AW-HDS-DDS-1 UCM (Pub) CVP C/S #1 Rogger B AW-HDS-DDS-2

Agent PG1A

CCMP (Single Server)

UCM (Sub 1) IP IVR #1 Note: 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. CVP C/S includes: SIP Call Server, VXML Server, and Media Server.

A separate MCS-7835-I3-CCE1 server is required for EIM/WIM. Agent and Supervisor Desktops are also required as separate computers. # 1 Server / Component MCS-7835-I3-CCE1 EIM/WIM 4.3(2)

The Cisco Unified SIP Proxy (CUSP) is also required for SIP-based dial plan management and resolution.

FOR THE CCMP COMPONENT IN THE ABOVE LAB CONFIGURATIONS: There is a specific configuration for CCMP Lab environment use that is useable in lab environment for up to 200 users to make the footprint of CCMP & ADS-HDS-DDS smaller. More information at the CCMP docwiki.

CCMP (Co-Res with full AW-HDS-DDS - Lab only) 200 agents 4 4 100 1 UCCE_ccmp_single_v1.0_vmv7.ova

This would put the HDS + CCMP @ 4 vCPU instead of 8.

Page 13 of 18

3. CONTACT CENTER ENTERPRISE LAB HARDWARE OPTIONS

Hardware Requirements
This section lists out some of the suggested configurations for your CCE ATP lab. Please note that you may already have an existing UC Manager, CUP and AD environment

3.1 Minimum MCS Hardware Setup

Cisco recommends the following server types (See current BOM for latest hardware specifications): A : Cisco MCS 7825-I5-CCE1 Server Type B : Cisco MCS-7835-I3-CCE1 Server Type C Server Type : Cisco MCS-7845-I3-CCE1/CCE2 Minimum required: Simplexed system with CCE, IP IVR, Analysis Manager, Dialer, CTIOS, CAD, CUIC and EIM/WIM

*You can add a CVP server which is connected to PIM3 on the Agent PG A. The CVP call server, CVP Operations
Console, CVP Reporting Server, and VoiceXML server are loaded on this server.

Page 14 of 18

** F OR DEPLOYMENT ON THE CISCO UNIFIED COMPUTING S YSTEM B-SERIES AND C-S ERIES, THERE ARE PRE -CONFIGURED MODELS THAT ARE DESIGNED SPECIFICALLY FOR COLLABORATION APPLICATIONS **
The current recommended platforms are listed here: UCCE on UCS
http://docwiki.cisco.com/wiki/Unified_Contact_Center_Enterprise#Hardware_Requirements_for_Unified_CCE_Virtualized_Systems

3.2 Minimum UCS C-Series Hardware Setup

Simplex System with CCE, IP IVR, Analysis Manager, Dialer, CTI OS/CAD, CUIC and EIM/WIM: Deployment includes (with IP IVR):

Agent & Supervisor Laptops / PCs

1 - MCS-7835-I3-CCE1 EIM/WIM 3 - UCS-C210M2-VCD2

3.3 Minimum UCS B-Series Hardware Setup

Simplex System with CCE, IP IVR, Analysis Manager, Dialer, CTI OS/CAD, CUIC and EIM/WIM: Deployment includes (with IP IVR):

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 15 of 18

3.4 Recommended MCS Hardware Setup

Cisco recommends the following server types (See current BOM for latest hardware specifications): Server Type Server Type Server Type
A B C

: Cisco MCS 7825-I5-CCE1 : Cisco MCS-7835-I3-CCE1 : Cisco MCS-7845-I3-CCE1/CCE2

Recommended: Adding redundancy to the recommended solution

*You can add a CVP server which is connected to PIM4 on the Agent PG A & Agent PG B. The CVP call server, CVP Operations Console, CVP Reporting Server, and VoiceXML server are loaded on this server.

Page 16 of 18

3.5 Recommended UCS C-Series Hardware Setup

Redundant System with CCE, IP IVR, Analysis Manager, Dialer, CTI OS/CAD, CUIC and EIM/WIM: Deployment includes (with IP IVR):
Private Network

Agent & Supervisor Laptops / PCs

6 - UCS-C210M2-VCD2

1 - MCS-7835-I3-CCE1 EIM/WIM

Visible/Public Network

3.6 Recommended UCS B-series Hardware Setup

Redundant System with CCE, IP IVR, Analysis Manager, Dialer, CTI OS/CAD, CUIC and EIM/WIM: Deployment includes (with IP IVR):

Notes: 1. You may use single chassis with 8 blades, but 2 chassis with separate FICs is recommended. 2. Nexus 5000/7000 with vPC recommended. 3. As in MCS deployments, you may have components on desktops or servers outside of the virtualized UCS servers depicted.

Page 17 of 18

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/docs/voice_ip_comm/cucm/service/8_5_1/rtmt/ch1_overview.html Design Guides Unified Communications Design Guides (UC Manager & CCE): http://www.cisco.com/go/srnd 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/prod/collateral/voicesw/custcosw/ps5693/ps1846/data_sheet_c78629807.html#wp9002241 Compatibility Guides UC Manager: http://www.cisco.com/en/US/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 Contact Center Enterprise CCE Hardware and Software Specification: http://www.cisco.com/univercd/cc/td/doc/product/icm/ccbubom/index.htm CUIC BOM: http://www.cisco.com/en/US/products/ps9755/products_user_guide_list.html CCBU Price List: http://www.cisco.com/en/US/partner/products/sw/custcosw/ps1844/prod_how_to_order.ht ml
Security best Practices Guide: http://www.cisco.com/en/US/partner/products/sw/custcosw/ps1844/prod_technical_reference_list.html Pre-Installation Guide: http://www.cisco.com/en/US/partner/products/sw/custcosw/ps1001/prod_installation_guides_list.html Staging Guide: http://www.cisco.com/en/US/partner/products/sw/custcosw/ps1001/prod_technical_reference_list.html UCCE Installation Guide: http://www.cisco.com/en/US/partner/products/sw/custcosw/ps1001/prod_installation_guides_list.html UCCE Admin: http://www.cisco.com/en/US/partner/products/sw/custcosw/ps1001/prod_maintenance_guides_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/Unified_Contact_Center_Express Cisco Unified Computing System (UCS) Hardware: http://docwiki.cisco.com/wiki/Unified_Computing_System_Hardware

Page 18 of 18