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Cisco Unified Contact Center Enterprise (UCCE) by Gary Ford

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Chapter 2. Platform Architecture

This chapter covers the following subjects:

• An overview of the low-level Cisco Unified Contact Center Enterprise (UCCE) architecture

• Details about the software components of Cisco UCCE

• How platform redundancy is achieved

In Chapter 1, “Contact Center Overview,” you learned that the enterprise and hosted versions of the contact center products all share a similar code base and that they take their product name depending on whether they are integrated with a legacy Automatic Call Distributor (ACD) or Cisco Unified Communications Manager (Unified CM). In this chapter, you look at a breakdown of the platform architecture into its logical components to achieve a greater understanding of the individual software ...

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