Cisco Unified Communications Manager (CUCM) serves as the core call control and IP PBX component within a Cisco Contact Center Enterprise (CCE) solution. It is responsible for managing the enterprise-wide dial plan. This includes the configuration and sourcing of all Directory Numbers (DNs), whether they are internal agent extensions, CTI Route Points for routing calls to CCE scripts, or route patterns that define how to reach external destinations via the PSTN. CCE leverages the dial plan configured in CUCM to receive inbound calls and place outbound calls, making CUCM the definitive source for these DNs.

A. VGW: A Voice Gateway is a hardware device that translates between IP and TDM networks (like the PSTN). It executes routing instructions from CUCM but does not source the dial plan's DNs.

C. CVP: The Customer Voice Portal is an IVR and queuing platform. It is a destination or treatment point within the call flow, not the source of the overall enterprise dial plan configuration.

D. CUBE: The Cisco Unified Border Element is a session border controller for IP-to-IP connections (e.g., to a SIP trunk). It enforces policy and routes calls based on the dial plan but does not originate it.

1. Cisco Unified Contact Center Enterprise Design Guide

Release 12.6(1)

"Unified CM" chapter

section "Dial Plan Considerations". The guide states

"Unified CM is the call processing component of a Cisco Collaboration System. The dial plan is the most important part of a Unified CM configuration. The dial plan is responsible for instructing Unified CM how to route calls." This establishes CUCM as the central authority for the dial plan.

2. Cisco Unified Contact Center Enterprise Design Guide

Release 12.6(1)

"Unified CM" chapter

section "CTI Route Points". This section details how CTI Route Points

which are DNs configured in CUCM

are used to direct incoming calls to the CCE Intelligent Contact Management (ICM) system for routing decisions. This demonstrates that the DNs used to engage CCE are sourced from CUCM.

3. Cisco Collaboration System 12.x Solution Reference Network Designs (SRND)

"Unified CM Dial Plan" chapter. This document consistently describes Unified CM as the component that manages call routing and the dial plan for the entire collaboration solution

of which CCE is a part. It details the creation of route patterns

the core elements for routing to external numbers.