There are two products: communication manager (CM)and communication manager express (CME). The first requires a separate server and is better for large installations, the second is simpler and requires a router only, supports up to 170 phones.
For the call center, cisco makes IPCC that runs with CM on additional server in most cases, and comes in various sizes. However, I've successfully put in place many call centers using CME only.
All the literature is in the "products' section of CCO.
Call recording require a separate software product, not made by cisco, there are many solutions to do that. All except "IP blue"work by sinigg traffic out of a switch port.
The matter is quite complex so it would be better if you seek help initially with you local cisco office, or a qualified reseller/cisco partner.
IntroductionCUCM Routing RulesDial String implementation PolicyCUCM Routing LogicSIP URI Call Routing Analysis+++ Case Study: 1 ++++++ Case Study: 2 +++Conclusion
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