Cisco Unified Contact Center Enterprise Solution Reference ...
Cisco Unified Contact Center Enterprise Solution Reference ...
Cisco Unified Contact Center Enterprise Solution Reference ...
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Chapter 9 Sizing <strong>Unified</strong> CCE Components and Servers<br />
OL-8669-05<br />
Figure 9-7 Agent PG Configuration Options with <strong>Cisco</strong> Agent Desktop<br />
Agent PG<br />
(All-in-one)<br />
CCM PG (CCM PIM)<br />
VRM PG (VRU PIM)<br />
CTI Server<br />
CTI OS<br />
CAD Server<br />
Table 9-3 PG and PIM Sizing Recommendations<br />
Agent PG<br />
(IPCC PG)<br />
(IPCC System PG)<br />
Generic PG<br />
(CCM PIM and VRU PIM)<br />
CTI Server<br />
CTI OS<br />
CAD Server<br />
<strong>Cisco</strong> Agent Desktop Component Sizing<br />
<strong>Cisco</strong> Agent Desktop Component Sizing<br />
Recommendation Based on <strong>Unified</strong> ICM Software<br />
Sizing Variable<br />
Releases 7.0 and 7.1<br />
Maximum number of PGs per <strong>Unified</strong> ICM 80<br />
Maximum PG types per server platform Up to 2 PG types are permitted per server, provided that any<br />
given server is limited to the maximum agent and VRU port<br />
limitations outlined in Table 9-1.<br />
Can PGs be remote from <strong>Unified</strong> ICM? Yes<br />
Can PGs be remote from <strong>Cisco</strong> <strong>Unified</strong> CallManager or No<br />
<strong>Unified</strong> IP IVR<br />
Maximum number of IVRs controlled by one <strong>Cisco</strong> <strong>Unified</strong> Refer to the <strong>Cisco</strong> <strong>Unified</strong> Communications <strong>Solution</strong><br />
CallManager<br />
<strong>Reference</strong> Network Design (SRND), available at<br />
http://cisco.com/go/srnd<br />
Maximum number of CTI servers per PG 1<br />
Can PG be co-resident with <strong>Cisco</strong> MCS <strong>Unified</strong> CallManager No<br />
appliance?<br />
For details on the components and architecture of the <strong>Cisco</strong> Agent Desktop, see <strong>Unified</strong> <strong>Contact</strong> <strong>Center</strong><br />
<strong>Enterprise</strong> Desktop, page 4-1.<br />
Server capacities for the <strong>Cisco</strong> Agent Desktop CTI Option vary based on the total number of agents,<br />
whether or not Switched Port Analyzer (SPAN) monitoring and recording is used, and the number of<br />
simultaneous recordings.<br />
This section presents sizing guidelines for the following installable <strong>Cisco</strong> Agent Desktop Server<br />
components:<br />
<strong>Cisco</strong> Agent Desktop Base Services, page 9-16<br />
<strong>Cisco</strong> Agent Desktop VoIP Monitor Service, page 9-16<br />
Agent PG<br />
(with CCM)<br />
CCM PG (CCM PIM)<br />
CTI Server<br />
CTI OS<br />
CAD Server<br />
<strong>Cisco</strong> Agent Desktop Recording and Playback Service, page 9-16<br />
Agent PG<br />
(with Outbound)<br />
Generic PG<br />
(CCM PIM and VRU PIM)<br />
CTI Server<br />
CTI OS<br />
MR PG<br />
Dialer<br />
CAD Server<br />
<strong>Cisco</strong> <strong>Unified</strong> <strong>Contact</strong> <strong>Center</strong> <strong>Enterprise</strong> 7.x SRND<br />
143999<br />
9-15
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