Cisco Unified Contact Center Enterprise Solution Reference ...

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Summary Summary 9-18 Cisco Unified Contact Center Enterprise 7.x SRND Chapter 9 Sizing Unified CCE Components and Servers Proper sizing of Unified CCE components requires analysis beyond the number of agents and busy hour call attempts. Configurations with multiple skill groups per agent, significant call queuing, and other factors contribute to the total capacity of any individual component. Careful planning and discovery in the pre-sales process should uncover critical sizing variables, and these considerations should be applied to the final design and hardware selection. Correct sizing and design can ensure stable deployments for large systems up to 6,000 agents and 180,000 BHCA. For smaller deployments, cost savings can be achieved with careful planning and co-resident Unified ICM components (for example, Progger, Rogger, and Agent PG). Additionally, designers should pay careful attention to the sizing variables that will impact sizing capacities such as skill groups per agent. While it is often difficult to determine these variables in the pre-sales phase, it is critical to consider them during the initial design, especially when deploying co-resident PGs and Proggers. While new versions will scale far higher, the Cisco Agent Desktop Monitor Server is still limited in the number of simultaneous sessions that can be monitored by a single server when monitoring and recording are required. OL-8669-05
OL-8669-05 CHAPTER Cisco Unified Contact Center Enterprise 7.x SRND 10 Sizing Cisco Unified CallManager 4.x and 5.x Servers This chapter discusses the concepts, provisioning, and configuration of Cisco Unified CallManager clusters when used in a Unified CCE environment. Cisco Unified CallManager clusters provide a mechanism for distributing call processing across a converged IP network infrastructure to support Cisco Unified Communications, facilitate redundancy, and provide feature transparency and scalability. This chapter covers only the Unified CCE operation with Cisco Unified CallManager clusters and proposes reference designs for implementation. The information in this chapter builds upon the concepts presented in the Cisco Unified Communications SRND, available at www.cisco.com/go/srnd. Some duplication is necessary to clarify concepts relating to Unified CCE as an application supported by the Cisco Unified CallManager call processing architecture. However, the foundational concepts are not duplicated here, and you should become familiar with them before continuing with this chapter. This chapter documents general best practices and scalability considerations for sizing the Cisco Unified CallManager servers used with your Unified CCE deployments. Within the context of this document, scalability refers to Cisco Unified CallManager server and/or cluster capacity when used in the Unified CCE environment. Cluster Sizing Concepts Before attempting to size a Cisco Unified CallManager cluster for a Unified CCE deployment, you should perform the following design tasks: Determine the different types of call flows. Determine the required deployment model (single site, centralized, distributed, clustering over the WAN, or remote branches within centralized or distributed deployments). Determine whether CVP or IP IVR will be used for call treatment, self service, and queueing. Determine the protocols to be used. Determine redundancy requirements. Determine all other customer requirements for Cisco Unified Communications that will share a Cisco Unified CallManager cluster with a Unified CCE deployment (such as Cisco Unified IP Phones, applications that are not part of Unified CCE, route patterns, and so forth). 10-1
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