Cisco Unified Contact Center Enterprise Solution Reference ...

Chapter 10 Sizing Cisco Unified CallManager 4.x and 5.x Servers
Cisco Unified CallManager Capacity Tool
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Cisco Unified CallManager Capacity Tool
The Cisco Unified CallManager Capacity Tool requires various pieces of information to provide a
calculation of the minimum size and type of servers required for a Cisco Unified CallManager cluster.
The focus in this section is on the inputs to the capacity tool that are specific to Cisco Unified CCE.
Details on other capacity tool inputs for deployments that are not exclusively for Cisco Unified CCE can
be found in the Cisco Unified Communications SRND.
The Cisco Unified CallManager Capacity Tool is available to all Cisco employees and partners at
http://www.cisco.com/partner/WWChannels/technologies/resources/CallManager/
Note The Cisco Unified CallManager Capacity Tool is currently available only to Cisco employees and Cisco
partners.
When all the details have been input, the Cisco Unified CallManager Capacity Tool calculates how many
servers of the desired server type are required, as well as the number of clusters if the required capacity
exceeds a single cluster.
Before using the capacity tool, it is important to review the following facts, guidelines, and
considerations regarding the contact center input fields.
IPCC Agent Inputs
Agent BHCA and average talk time are inversely related. In the resource calculator, you provide the total
BHCA for all agents and the agent average call talk time and average after-call work time to determine
the number of agents required. However, the capacity tool requests the BHCA per agent. To compute
this value, you must divide 60 (number of minutes in an hour) by the average agent handle time (talk
time plus after-call work time) measured in minutes. For example, an agent who has an average talk time
of 3 minutes and an after-call work time of 1 minute will have a BHCA of 15 (60/4). Lower BHCA rates
per agent typically will allow more agents to be supported per cluster.
Many contact centers have different groups of agents with different BHCA rates, talk times, and
after-call work times. To account for multiple groups of agents with different characteristics, you must
compute a weighted average. The online help for the Cisco Unified CallManager Capacity Tool provides
an example of computing a weighted average.
CVP Prompt&Collect/Queueing and Self Service Inputs
When contact center calls are treated or queued via CVP and then transferred to a Unified CCE agent,
the call comes to Cisco Unified CallManager the same as it would from an H.323 gateway. There are
two ways to account for this resource consumption. One way is to input the approximate number of CVP
ports and leave the H.323 gateway fields empty. Because the number of CVP ports has no impact on
Cisco Unified CallManager, the capacity tool simply interprets any value greater than zero in the CVP
ports input fields to mean that CVP is being used for treatment or queueing, and the capacity tool will
automatically account for the H.323 delivery as part of the agent resource consumption. Varying the
number of CVP ports has no impact on the resource consumption because the only impact to Cisco
Unified CallManager is due to the transfer of the call to a selected agent.
A second approach to sizing deployments with CVP is to leave the CVP input fields empty and copy the
number of agents and the per-agent BHCA into the H.323 DS0s input fields. Both approaches will result
in the same resource consumption.
Cisco Unified Contact Center Enterprise 7.x SRND
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