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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 OL-8669-05
Chapter 9 Sizing Unified CCE Components and Servers OL-8669-05 Sizing Considerations for Unified CCE Average of 5 Run Voice Response Unit (VRU) scripts, running consecutively in the Unified ICM script, per IVR call No Extended Call Context (ECC) variables Transport Layer Security (TLS) for CTI OS is turned OFF 0% mobile agents One all-events CTI server client The following notes apply to all figures and tables in this chapter: The number of agents indicates the number of logged-in agents. Server types: – APG = Agent Peripheral Gateway – CAD = Cisco Agent Desktop – HDS = Historical Data Server – PRG = Progger – RGR = Rogger Figure 9-1 Minimum Servers Required for Release 7.0 Unified CCE Deployments with CTI OS Desktop Maximum Agent Count Central Controller Peripheral Gateways Agent Services * Configurations supported by System IPCC ** Requires GEN-50-003-Class server 300* 1,000* 2,000 3,000 PGR RGR Router Logger APG APG APG Router Logger APG APG APG APG APG APG 6,000 Router Logger ** APG APG APG 143996 Cisco Unified Contact Center Enterprise 7.x SRND 9-3
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