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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<strong>Cisco</strong> <strong>Unified</strong> CallManager Capacity Tool<br />
10-4<br />
<strong>Cisco</strong> <strong>Unified</strong> <strong>Contact</strong> <strong>Center</strong> <strong>Enterprise</strong> 7.x SRND<br />
Chapter 10 Sizing <strong>Cisco</strong> <strong>Unified</strong> CallManager 4.x and 5.x Servers<br />
IP IVR Prompt&Collect/Queueing Inputs<br />
IVR port BHCA and average handle time are inversely related. In the <strong>Unified</strong> CCE Resource Calculator,<br />
you provide the average call treatment time. The Resource Calculator assumes that this call treatment<br />
time is applied to the beginning of every agent call, therefore the total BHCA rate to your IVR ports for<br />
call treatment is equal to the total agent BHCA rate. From those inputs, the Resource Calculator<br />
computes the number of IVR ports required for call treatment and queueing. However, the <strong>Cisco</strong> <strong>Unified</strong><br />
CallManager Capacity Tool also expects you to input the BHCA per IVR port. To compute this value,<br />
you must divide 60 by the sum of the average call treatment time plus the average speed of answer<br />
(ASA). For example, if your IVR ports provide 45 seconds of call treatment on average and the ASA is<br />
15 seconds, then the average IVR port handle time per call will be 1 minute and the BHCA per IVR port<br />
will be 60 (60/1). If you have services that use different call treatment times and different ASAs, then<br />
you must compute a weighted average.<br />
IP IVR Self Service Inputs<br />
For the IP IVR Self Service input fields, you can again use the <strong>Unified</strong> CCE Resource Calculator to<br />
determine the number of IVR ports for self-service applications. However, the <strong>Cisco</strong> <strong>Unified</strong><br />
CallManager Capacity Tool also expects you to input the BHCA per IVR port for self service. To<br />
compute this value, you must divide 60 by the self-service average call duration. If you have self-service<br />
applications that have different handling times, then you must compute a weighted average.<br />
CTI Route Points Input<br />
This input is the quantity of dialed numbers in your call center that require call center treatment. The<br />
number of CTI Route Points entered has only minimal impact on <strong>Cisco</strong> <strong>Unified</strong> CallManager resource<br />
consumption. The resource consumption of processing the CTI route points associated with the ICM<br />
JTAPI user is included in the resource consumption for IPCC agents. The resource consumption of<br />
processing the CTI route points associated with the IP IVR JTAPI user is included in the resource<br />
consumption for the IP IVR ports.<br />
Voice Gateway Inputs<br />
The number of voice gateways has only minimal impact on <strong>Cisco</strong> <strong>Unified</strong> CallManager resource<br />
consumption, but the number of DS0s and the BHCA per DS0 do have a significant impact on resource<br />
consumption.<br />
The <strong>Unified</strong> CCE Resource Calculator determines the number of voice gateway ports required as input<br />
to the <strong>Cisco</strong> <strong>Unified</strong> CallManager Capacity Tool. However, in order to compute the BHCA per voice<br />
gateway port, you must divide 60 by the average call duration of calls using the voice gateway ports.<br />
The average call duration of calls using the voice gateway is a sum of call treatment time, self service<br />
application time, average queue time, and agent talk time. For example, if the average call has<br />
60 seconds of call treatment followed by 120 seconds of self-service followed by 30 seconds of<br />
queueing followed by 150 seconds of agent talk time, then the average call duration of calls using voice<br />
gateway ports is 360 seconds (6 minutes). Therefore, the BHCA per voice gateway port would be 10<br />
(60/6). In most call centers, computing the average call duration requires computing a weighted average.<br />
The online help for the <strong>Cisco</strong> <strong>Unified</strong> CallManager Capacity Tool provides an example of a weighted<br />
average.<br />
Percent Transfer and Conference Inputs<br />
If transfers or conferences are to other agents, be sure to account for those calls in the agent count and<br />
the per-agent BHCA rate.<br />
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