Cisco Unified Contact Center Enterprise Solution Reference ...

OL-8669-05
Endpoint Security 7-20
Agent Desktops 7-20
Unified IP Phone Device Authentication 7-21
Unified IP Phone Media Encryption 7-21
IP Phone Hardening 7-22
CHAPTER 8 Sizing Call Center Resources 8-1
Cisco Unified Contact Center Enterprise 7.x SRND
Contents
Call Center Basic Traffic Terminology 8-1
Call Center Resources and the Call Timeline 8-4
Erlang Calculators as Design Tools 8-5
Erlang-C 8-6
Erlang-B 8-6
Cisco Unified CCE Resource Calculators 8-7
Standard Unified CCE Resource Calculator Input Fields (What You Must Provide) 8-8
Standard Unified CCE Resource Calculator Output Fields (What You Want to Calculate) 8-9
Sizing Call Center Agents, IVR Ports, and Gateways or Trunks (Inbound Call Center) 8-12
Basic Call Center Example 8-12
Call Treatment Example 8-14
After-Call Work Time (Wrap-up Time) Example 8-15
Sizing Outbound Call Center Agents, IVR Ports, Dialer Ports, and Gateways or Trunks 8-16
Agent Staffing Considerations 8-18
Call Center Design Considerations 8-19
CHAPTER 9 Sizing Unified CCE Components and Servers 9-1
Sizing Considerations for Unified CCE 9-1
Core Unified CCE Components 9-1
Operating Conditions 9-2
AW Distributor with an HDS and WebView Reporting 9-11
Additional Sizing Factors 9-12
Peripheral Gateway and Server Options 9-14
Cisco Agent Desktop Component Sizing 9-15
Cisco Agent Desktop Base Services 9-16
Cisco Agent Desktop VoIP Monitor Service 9-16
Cisco Agent Desktop Recording and Playback Service 9-16
System Performance Monitoring 9-17
Summary 9-18
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