Cisco Unified Contact Center Enterprise Solution Reference ...

Bandwidth Provisioning
Autoconfiguration
11-20
Cisco Unified Contact Center Enterprise 7.x SRND
Chapter 11 Bandwidth Provisioning and QoS Considerations
The more skill groups to which an agent belongs, the more messages are transmitted over the line.
In a simple call scenario, each additional skill group adds two messages per call. These messages
are approximately 110 bytes each, depending on field sizes.
Basic Numbers (Where to Start:)
A basic call flow (simple ACD call with no hold, retrieve, conference, or transfer) with a single skill
group will be typically generate 21 messages, and you should plan a minimum of approximately
2700 bytes for the required bandwidth for it.
In a basic call flow, there are four places where call variables and ECC data can be sent. Thus, if you use
call data and/or ECC variables, they will all be sent four times during the call flow. Using a lot of call
data could easily increase (by double, triple, or more) the 2700 bytes of estimated bandwidth per call.
Note Call variables used on the child PG are transmitted to the parent PG regardless of their use or the setting
of the MAPVAR parameter. For example, if call variables 1 through 8 are used on the child PG but are
never referenced on the parent PG (and assume MAPVAR = EEEEEEEEEE, meaning Export all but
Import nothing), they will still be transmitted to the PG where the filtering takes place, therefore
bandwidth is still required. For the reverse situation, bandwidth is spared. For example, if the map setting
is MAPVAR = IIIIIIIIII (Import all but Export nothing), then bandwidth is spared. Call variable data will
not be transmitted to the child PG on a ROUTE_SELECT response.
Basic Call Flow Example
Assume a call rate of 300 simple calls per minute (5 calls per second) and the agents are all in a single
skill group with no passing of call variables or ECC data. The required bandwidth in this case is:
5 ∗ 2700 = 13,500 bytes per second = 13.5 kbps of required bandwidth
Note that a more complex call flow or a call flow involving call data could easily increase this bandwidth
requirement.
If autoconfiguration is used, it is possible that the entire agent, skill group, and route-point configuration
could be transmitted from the child PG to the parent PG. If not much bandwidth is available, it could
take considerable time for this data to be transmitted.
Table 11-6 lists the approximate number of bytes (worst case) that are transmitted for each of the data
entities. If you know the size of the configuration on a child PG, you can calculate the total number of
bytes of configuration data that will be transmitted. Note that the values in are worse-case estimates that
assume transmitting only one item per record with each field having the maximum possible size (which
is extremely unlikely).
Table 11-6 Bytes Transmitted per Data Item Under Worst-Case Conditions
Data Item Transmitted Size
Agent 500 bytes
Call type 250 bytes
Skill group 625 bytes
Device (route point, device target, and so forth) 315 bytes
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