Cisco Unified Contact Center Enterprise Solution Reference ...

Chapter 11 Bandwidth Provisioning and QoS Considerations
OL-8669-05
Cisco Unified Contact Center Enterprise 7.x SRND
Bandwidth Provisioning
For example, if the child PG has 100 agents, 10 call types, 5 skill groups, and 20 route points, then the
amount of configuration data transmitted could be estimated as follows:
100 agents ∗ 500 bytes = 50,000 bytes
10 call types ∗ 250 bytes = 2,500 bytes
5 skill groups ∗ 625 bytes = 3,125 bytes
20 route points ∗ 315 bytes = 6,300 bytes
50,000 + 2,500 + 3,125 + 6,300 = 61,925 bytes
The total amount of data (approximate maximum) transmitted for this configuration is 61,925 bytes.
Best Practices and Options for Gateway PG and Unified CCE
To mitigate the bandwidth demands, use any combination of the following options:
Use fewer call and ECC variables on the child PG.
Certain messages transmit call data from the child Unified CCE system to the parent. Reducing the
size and quantity of variables used will reduce the data transmitted for these events. (See the Note
under Basic Numbers (Where to Start:), page 11-20.)
User the MAPVAR = IIIIIIIIII and MAPECC = IIIIIIIIII peripheral configuration parameters.
If you do not use the MAPVAR and MAPECC option (which means that the settings default to
MAPVAR = BBBBBBBBBB and MAPECC = BBBBBBBBBB), then for every ROUTE_SELECT
sent to the child, all Call and ECC variables used on the parent are also sent to the child. If you use
the I (Import) or N (None) option for MAPVAR, MAPECC, or both, then the Gateway PG will not
send these variables over the line to the child system. If a lot of call variables and/or ECC variables
are used on the parent, these parameter settings can save some bandwidth.
Note Eliminating Import (I or B setting) of data does not save any bandwidth because, even though the
Gateway PG does not import the data, the child Unified CCE system still transmits it.
Bandwidth Requirements and QoS for Agent and Supervisor Desktops
There are many factors to consider when assessing the traffic and bandwidth requirements for Agent and
Supervisor Desktops in a Unified CCE environment. While the VoIP packet stream bandwidth is the
predominant contributing factor to bandwidth, other factors such as call control, agent state signaling,
silent monitoring, recording, and statistics must also be considered.
VoIP packet stream bandwidth requirements are derived directly from the voice codec deployed (G.729,
G.711, and so forth), and can range from 4 kbps to 64 kbps per voice stream. Therefore, the contact
center's call profile must be well understood because it defines the number of straight calls (incoming or
outgoing), consultative transfers, and conference calls, and consequently the number of VoIP packet
streams, that are active on the network. In general, the number of VoIP packet streams will be typically
slightly greater than one per agent, to account for held calls, silent monitoring sessions, active
recordings, consultative transfers, and conference calls.
Call control, agent state signaling, silent monitoring, recording, and statistics bandwidth requirements
can collectively represent as much as 25% to 50% of total bandwidth utilization. While VoIP packet
stream bandwidth calculations are fairly straightforward, these other factors depend heavily upon
implementation and deployment details and are therefore discussed further in the sections below.
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