Cisco Unified Contact Center Enterprise Solution Reference ...

Bandwidth Provisioning
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Figure 11-4 CTI OS Server-to-CTI OS Desktop Communication
CTI OS Agent Desktop 1
Best Practices and Options for CTI OS Server and CTI OS Agent Desktop
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CTI Server
CTI OS Server
Cisco Unified Contact Center Enterprise 7.x SRND
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Chapter 11 Bandwidth Provisioning and QoS Considerations
To mitigate the bandwidth demands, use any combination of the following options:
Configure Fewer Statistics
CTI OS allows the system administrator to specify, in the registry, the statistics items that are sent to all
CTI OS clients. The choice of statistics affects the size of each statistics packet and, therefore, the
network traffic. Configuring fewer statistics will decrease the traffic sent to the agents. The statistics
cannot be specified on a per-agent basis at this time. For more information on agent statistics, refer to
the CTI OS System Manager's Guide, available at
http://www.cisco.com/univercd/cc/td/doc/product/icm/icmentpr/icm70doc/ctidoc7/ctios7d/
Turn Off Statistics on a Per-Agent Basis
You can turn off statistics on a per-agent basis by using different connection profiles. For example, if
Unified MAs use a connection profile with statistics turned off, these client connections would have no
statistics traffic at all between the CTI OS Server and the Agent or Supervisor Desktop. This option
could eliminate the need for a separate CTI OS Server in remote locations.
A remote supervisor or selected agents might still be able to log statistics by using a different connection
profile with statistics enabled, if more limited statistics traffic is acceptable for the remote site.
In the case where Unified MAs have their skill group statistics turned off but the supervisor would like
to see the agent skill group statistics, the supervisor could use a different connection profile with
statistics turned on. In this case, the volume of traffic sent to the supervisor would be considerably less.
For each skill group and agent (or supervisor), the packet size for a skill-group statistics message is
fixed. So an agent in two skill groups would get two packets, and a supervisor observing five skill groups
would get five packets. If we assume 10 agents at the remote site and one supervisor, all with the same
two skill groups configured (in Unified CCE, the supervisor sees all the statistics for the skill groups to
which any agent in his agent team belongs), then this approach would reduce skill-group statistics traffic
by 90% if only the supervisor has statistics turned on to observe the two skill groups but agents have
statistics turned off.
Also, at the main location, if agents want to have their skill-group statistics turned on, they could do so
without impacting the traffic to the remote location if the supervisor uses a different connection profile.
Again, in this case no additional CTI OS servers would be required.
In the case where there are multiple remote locations, assuming only supervisors need to see the
statistics, it would be sufficient to have only one connection profile for all remote supervisors.
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