Cisco CCX

This document details the settings and configurations that must be in place on the Cisco CCX platform. These settings and configurations allow seamless operation of Campaign Manager using Cisco CCX.

Architecture

Site-to-Site VPN Connection has two VPN tunnels for High Availability between Campaign Manager AWS VPC, and customer gateway (A VPN device) on the remote (on-premises) side. Customer Host within Customer Data Center is accessed through VPN tunnel.

The following architecture explains the Campaign Manager integration with Cisco CCX.

The Campaign Manager services establish communication with Cisco CCX services through protocols, each serving specific purposes. HTTPS over VPN requests are utilized for both administration tasks and delivering contacts securely.

The Campaign Manager services and Cisco CCX services maintain a secure connection via VPN tunnels of type IPsec. This choice of VPN ensures a reliable and encrypted communication Channel for the exchange of critical data. To optimize performance, the average bandwidth requirement is determined to be 15 Mbps, considering a latency of 200ms. This calculation is specifically tailored for a Call Per Second (CPS) rate of 83, ensuring that the communication infrastructure can handle the volume efficiently.

Prerequisites

Ensure that the following details are available before you proceed further.

1. User must have access to Cisco CCX platform.

2. User must create Skills / Queues on Cisco CCX platform.

3. User must create Agents on Cisco CCX platform and mapped to skills / queues.

4. User must create CallType , Dial Number, Skill Group, Add Route, Routing Script and CallType Manager on Cisco CCX platform.

5. The Campaign Group created in Campaign Manager functions as a campaign in Cisco CCX platform.

6. The following port must be available:

   Type	Ports
   Cisco Primary Core Server	80, 8082
   Campaign Manager Server	443, 8445
   Informix Database	1504