CanonT11

00 · Header

Dedicated Instance and contact-center bridges

Dedicated Instance and contact-center brid T11R03 UCCXCCETrunkWxCC
Illustrated scene for Dedicated Instance and contact-center bridges. Original drawing, not a product screenshot.

T11-R03. Article nmhk7ve is the Dedicated Instance contact-center article. It is not a cutover guide. It is a set of deployment models. [cite:15]

Reading 12 minWrittenStudy notes

01 · TL;DR

Five lines, then why it matters

  • Supported solutions named: UCCX, UCCE, PCCE, Webex CCE, and Webex Contact Center. HCS Contact Center is out of scope. [cite:15]
  • UCCX to the Unified CM it uses for call control needs round-trip time under 60 milliseconds. [cite:15]
  • On-premises CCE and Webex CCE connect to Dedicated Instance with a SIP trunk. Webex CCE and DI are separate systems, and the trunk traverses the customer network. [cite:15]
  • WxCC with Dedicated Instance must use certificate-based trunks. Registration-based trunks are no longer supported. [cite:15]
  • For WxCC, put G.711 U-Law, then G.711 A-Law, then OPUS at the top of the codec list. [cite:15]

02 · Map

Agents and knowledge workers can be on different clusters

Several models put agents on one Unified CM and back-office phones on another, with a SIP trunk between them. Group features such as call park stay inside one cluster. [cite:15]

03 · Core

What the opened pages say

UCCX on premises with Unified CM on premises, plus DI for back office: the inter-cluster SIP trunk connects the two Unified CM clusters. A variation puts phones on DI and treats agents as Home Agents through Extend and Connect. Silent monitoring is not available to those Home Agents. The article says silent monitoring is supported in UCCX Premium and Enhanced, not in the Unified IP IVR package. [cite:15]

UCCX on premises with call control only in DI is supported when RTT is under 60 ms. The article says that is unlikely for many customers in AMER because of observed latency. UCCX in DI IaaS co-locates the applications and meets the latency need. [cite:15]

WxCC option 1 puts the agent phone on multi-tenant Webex Calling and the back office on Dedicated Instance, using the default inter-op SIP trunk. Option 2 puts the agent phone on Dedicated Instance. PSTN can be a DI Local Gateway or Cloud Connected PSTN. Inbound numbers route to WxCC and back to the agent. [cite:15]

Codec work is only for the WxCC integration: copy Factory Default Lossy, move G.711 U-Law, G.711 A-Law, and OPUS to the top, and assign that list between the CTI device pool, the endpoint region, and the SIP trunk region. [cite:15]

04 · Ecosystem

Ecosystem and sister technologies

60 ms RTT
The UCCX to Unified CM JTAPI limit printed on nmhk7ve. [cite:15]
Home Agent variation
DI phones, on-premises UCCX, Extend and Connect. No silent monitoring. [cite:15]
Certificate trunk
Required for Dedicated Instance to Webex Calling Contact Center. Registration-based trunks are no longer supported. [cite:15]
Inter-op SIP trunk
The default trunk the article says Cisco creates between the calling platforms. [cite:15]
HCS Contact Center
Named as not covered. [cite:15]

Sister-technology matrix

SisterWhat the opened page supportsWhy it matters hereCite
T5 Dedicated InstanceWhat DI is.This room is only the contact-center attachment.[cite:15]
T4 EnterpriseCCE components.nmhk7ve points at the CCE design guide rather than restating it.[cite:15]
Multi-tenant callingAgent phones in WxCC option 1.Back office can remain on DI.[cite:15]

Integration edges

FromToMechanismCite
On-premises UCCXDI Unified CMJTAPI, under 60 ms, or do not use that model.[cite:15]
Webex CCEDISIP trunk across the customer network. Partner coordinates the two services.[cite:15]
DI agentWxCCCertificate trunk, then the codec list.[cite:15]

05 · Flow

Order of operations

  1. Pick the product: UCCX, CCE, Webex CCE, or WxCC.
  2. Place call control and measure the constraint the table prints.
  3. For WxCC, stop if the trunk is still registration-based.
  4. Change the codec list only for the WxCC case, in the order the article prints.

06 · Config

Clicks the articles print

  • System, Region Information, Audio Codec Preference Lists. Copy Factory Default Lossy. [cite:15]
  • Order: G.711 U-Law, G.711 A-Law, OPUS. [cite:15]
  • Assign across CTI device pool, endpoint region, and SIP trunk region. [cite:15]

07 · Limits

Limits the articles state

ItemValueSource
UCCX RTTLess than 60 ms to the Unified CM it uses.[cite:15]
AMER on-premises UCCX to DIThe article says the RTT constraint cannot be met for most customers, from observed latency.[cite:15]
Silent monitoringNot available in the Home Agent variation.[cite:15]
WxCC trunkCertificate-based. Registration-based no longer supported.[cite:15]
Codec orderG.711 U-Law, G.711 A-Law, OPUS. Only for WxCC.[cite:15]
HCSNot covered.[cite:15]

08 · Trouble

Trouble

SymptomWhat the article supportsDo thisCite
UCCX features misbehave with DI call controlJTAPI is sensitive to latency. The limit is under 60 ms.Measure RTT before you open a desktop defect.[cite:15]
WxCC audio fails from DI agentsThe default inter-op trunk region needs the WxCC codec order.Copy Factory Default Lossy and reorder. Do not do this for unrelated trunks.[cite:15]
Hunt group between an agent phone and a knowledge workerGroup features work inside one cluster. Only inter-cluster features cross.Do not promise park or hunt across the trunk.[cite:15]

09 · Self-question

Oral ladder

L1What is the UCCX RTT number?

Less than 60 milliseconds. [cite:15]

L2Which trunks does WxCC with DI require?

Certificate-based. Registration-based are no longer supported. [cite:15]

L3Codec order for WxCC?

G.711 U-Law, then G.711 A-Law, then OPUS. [cite:15]

10 · Lab

Read it back

11 · Quiz

Quiz

Q1Check

Is HCS Contact Center in this article?

Answer

No. The article says it is not covered. [cite:15]

Q2Check

Silent monitoring for the Home Agent variation?

Answer

Not available. [cite:15]

Q3Check

Who coordinates Webex CCE and Dedicated Instance?

Answer

The partner, the article says. [cite:15]

12 · Audio

Read-along uses the page

13 · Interview

Oral-ready

30 seconds. Dedicated Instance meets contact center through the models in nmhk7ve. UCCX needs under 60 ms. WxCC needs a certificate trunk and a specific codec order. [cite:15]

2 minutes. Agents and knowledge workers can sit on different Unified CM clusters. Park and hunt do not cross. The Home Agent trick drops silent monitoring. I do not use the WxCC codec change on every trunk. [cite:15]

14 · Citations

Ledger

Opened 2026-10. Mirrors cites/T11-R03.md.

  1. Webex Dedicated Instance Contact Center integration, help.webex article nmhk7ve, header June 27, 2025. UCCX, CCE, Webex CCE, and WxCC models. UCCX to Unified CM RTT less than 60 ms. WxCC with Dedicated Instance uses certificate-based trunks. Codec order G.711 U-Law, G.711 A-Law, then OPUS.

15 · Re-engineer later

Open

  • The inter-op activation article and the voice-channel article are named, not opened, in this pass.

Sources and go deeper

Checked links were opened this month. A confirm row has no address because that page was not opened.

sources.json for this page.