Cisco Unified Contact Center Enterprise Solution Reference ...

Sizing Considerations for Unified CCE
9-2
Cisco Unified Contact Center Enterprise 7.x SRND
Chapter 9 Sizing Unified CCE Components and Servers
Finally, the remaining Unified ICM components, while able to scale extremely well, are affected by
specific configuration element sizing variables that also have an impact on the system resources.
These factors, discussed in this section, must be considered and included in the planning of any
deployment.
The information presented in Figure 9-1, Figure 9-2, Figure 9-3, Figure 9-4, Figure 9-5, and Table 9-1
does not apply equally to all implementations of Unified CCE. The data is based on testing in particular
scenarios, and it serves only as a guide, along with the sizing variables information in this chapter. As
always, you should be conservative when sizing and should plan for growth.
Note Sizing considerations are based upon capacity and scalability test data. Major Unified ICM software
processes were run on individual servers to measure their specific CPU and memory usage and other
internal system resources. Reasonable extrapolations were used to derive capacities for co-resident
software processes and multiple CPU servers. This information is meant as a guide for determining when
Unified ICM software processes can be co-resident within a single server and when certain processes
need their own dedicated server. Table 9-1 assumes that the deployment scenario includes two fully
redundant servers that are deployed as a duplexed pair. While a non-redundant deployment might
theoretically deliver higher capacity, no independent testing has been done to validate this theory.
Therefore, you can and should refer to Table 9-1 for sizing information about simplex and duplex
deployments.
Note The Cisco Unified Contact Center solution does not provide a quad-processor Cisco MCS Unified
CallManager appliance at this time. If extra performance is required beyond the limits described in the
table below, it might be possible to use an off-the-shelf quad-processor (GEN-50-00x-Class) server in
lieu of the MCS-40-003-Class. For the most current server specifications, refer to the latest version of
the Cisco ICM/CCE & Hosted Editions Releases 7.0 and 7.1 Hardware and System Software
Specifications (Bill of Materials), available at
http://www.cisco.com/univercd/cc/td/doc/product/icm/ccbubom/index.htm.
Operating Conditions
The sizing information presented in this chapter is based on the following operating conditions:
Maximum of 30 busy hour call attempts (BHCA) per agent
Maximum of 90 calls per IVR port per hour
Five skill groups per agent
Total number of supervisors is equal to 10% of total number of agents
Supervisors do not handle calls
Team members consist of 90% agents and 10% supervisors
Call types consist of 85% straight, 10% consultative transfer, and 5% consultative conference
The default refresh rate for skill group updates is 10 seconds
The default number of skill group statistics columns configured at the CTI OS server is 17 columns
Agent Statistics is turned ON
The default number of agent statistics columns configured at the CTI OS server is 6 columns
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