Cisco Unified Contact Center Enterprise Solution Reference ...

Chapter 5 Cisco Unified Outbound Dialer
System Unified CCE Configuration
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Unified OUTD Calculator
System Unified CCE is a deployment model that provides a simplified installation and configuration of
Enterprise Unified CCE. The Unified OUTD option is installed on a separate machine that includes the
dialer and Media Routing PG components. Only one dialer process is supported with System Unified
CCE; therefore, high availability is not supported.
Unified OUTD Calculator
A sizing calculator is available for Unified OUTD, which calculates the output values for the number of
dialer ports, gateway ports, IVR ports and Unified OUTDs based on input values such as BHCA, percent
of calls unanswered, percent of calls reaching answering machines, percent of calls reaching a person,
and average handling time.
The output of the outbound calculator is also used as input to assess the capacity requirements of the
Cisco Unified CallManager. Previous versions of the outbound calculator used device weights to gauge
the impact of Dialer ports on Cisco Unified CallManager.
Note Device weights are no longer used by the Cisco Unified CallManager Capacity Tool. To use the
outbound calculator for Transfer to IVR based campaigns, set the agent fields to zero percent.
Dialer Throttling and Cisco Unified CallManager Considerations
Each Dialer port represents an SCCP phone device configured on the Cisco Unified CallManager. When
the Dialer connects to the TFTP server, it retrieves the configuration and registers its ports to the
appropriate Cisco Unified CallManager. There is no Unified ICM configuration required to do this.
The dialer is at its busiest when the campaign starts and all agents are available. This type of peak
operation may cause Cisco Unified CallManager to assume it has received a large influx of traffic. As a
result, it throttles new calls by not providing dial tone and by generating code yellow events on the Cisco
Unified CallManager. To avoid this condition, you must properly configure Dialer throttling on each
Dialer in the system. Throttling is controlled by a pair of registry keys at the Dialer level
(/icm//Dialer), PortThrottleCount and PortThrottleTime. PortThrottleCount indicates the
number of ports to throttle and PortThrottleTime indicates the amount of time (in seconds) to throttle
them. For MCS-7845 and MCS-7835 systems, Cisco recommends that you set these values to count=10
and time=2 seconds. The dialer will initiate calls on only ten ports during the first two seconds of the
campaign, and then the next ten ports for the next two seconds, and so forth, until all 96 ports are utilized.
This scheme distributes the dialer calls sufficiently to avoid congestion at Cisco Unified CallManager.
As previously indicated, each Dialer should be in its own device pool on the Cisco Unified CallManager,
and each Dialer should point to a Cisco Unified CallManager group that does not have a configured
secondary Cisco Unified CallManager. If a Cisco Unified CallManager failover occurs, the target node
may not have the proper capacity. If two dialers share a Cisco Unified CallManager node, it can cause
a code yellow alert.
Cisco Unified Contact Center Enterprise 7.x SRND
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