Cisco Unified Contact Center Enterprise Solution Reference ...

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