Installation Guide

Deploying IPCC Gateway with Unified CCX
This section provides instructions for deploying the IPCC Gateway feature with Unified CCX.
This section contains the following topics:
•
What You Need Before You Install, page 33
•
Installation and Configuration Checklist, page 34
•
Routing in IPCC Express Gateway Deployments, page 42
•
High Availability with IPCC Express Gateway, page 48
•
Troubleshooting in an IPCC Express Gateway Deployment, page 49
What You Need Before You Install
You need the following software so that the IPCC Express Gateway feature can function:
•
Cisco Unified Communications Manager (Unified CM) or Cisco Unified Communications
Manager Express (Unified CME)
•
Cisco Customer Response Solutions (for Unified CCX)
•
Cisco Intelligent Contact Management Enterprise (Unified ICME)
•
Cisco Agent and Supervisor Desktops (bundled with Unified CCX)
Note: For Cisco Agent and Supervisor Desktops you must use the release that is bundled with
and is compatible with Unified CCX; do not use the release that is compatible with Unified
ICME.
Although Unified CM and Cisco CRS can usually be installed on the same machine, when using
the IPCC Express Gateway feature, you must install Unified CM and Cisco CRS on separate
machines.
Cisco IPCC Gateway Deployment Guide for Unified ICME, Unified CCE, and Unified CCX, Enterprise Releases 7.2(1) and Express Release 5.0(1)
33
Chapter 3