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Bandwidth Provisioning 11-28 Cisco Unified Contact Center Enterprise 7.x SRND Chapter 11 Bandwidth Provisioning and QoS Considerations To determine the bandwidth requirements for these voice streams, refer to the Cisco Unified Communications Solution Reference Network Design (SRND) guide, available at www.cisco.com/go/srnd Cisco Agent Desktop Applications Bandwidth Usage The CAD desktop applications include: Cisco Agent Desktop Cisco Supervisor Desktop Cisco Desktop Administrator Cisco Desktop Monitoring Console These applications also require a certain amount of bandwidth, although far less than the silent monitoring feature. In addition, the type of communication across the network is bursty. In general, bandwidth usage is low when the agents are not performing any actions. When features or actions are requested, the bandwidth increases for the time it takes to perform the action, which is usually less than one second, then the bandwidth usage drops to the steady-state level. From a provisioning standpoint, one must determine the probability of all the CAD agents performing a particular action at the same time. It might be more helpful to characterize the call center and determine the maximum number of simultaneous actions (in the worst case) to determine instantaneous bandwidth requirements, then determine what amount of delay is tolerable for a percentage of the requested actions. For example, the raw bandwidth requirement for 1,000 CAD agents logging in simultaneously is about 6.4 kilobytes per second and the login time is about 9 seconds (with no network delay) for each agent. If the WAN link did not have this much bandwidth, logins would take longer as packets were queued before being sent and received. If this queuing delay caused the login attempts to take twice as long (18 seconds in this case), would this delay be acceptable? If not, more bandwidth should be provisioned. Each of these applications communicates with the base CAD services running on server machines. In addition, the agent desktop application communicates with the CTI server through the CTI OS server for call control actions and state changes. Table 11-8 lists the types of messaging for each application. Table 11-8 Messaging Type By CAD Desktop Application Application Name Message types Cisco Agent Desktop Login/logoff Agent state changes Call control Call status Information Desktop monitoring and recording Chat messages Team performance messages Report generation Real-time data refresh OL-8669-05
Chapter 11 Bandwidth Provisioning and QoS Considerations OL-8669-05 Table 11-8 Messaging Type By CAD Desktop Application (continued) Application Name Message types Cisco Unified Contact Center Enterprise 7.x SRND Bandwidth Provisioning Cisco Supervisor Desktop Login/logoff Agent state updates Call status updates Report generation Silent monitoring Call recording Call playback Chat messages Team performance messages Real-time data refresh Cisco Desktop Administrator Configuration information retrieval and storage Configuration data refresh Cisco Desktop Monitoring Console Service discovery SNMP Get messages Cisco Agent Desktop Bandwidth Usage CAD agents are able to log in and log off, change their agent state, handle calls, and send reporting information to the base servers. The bandwidth requirements for these activities are fairly small but can add up when many agents are considered. Table 11-9 shows the average bandwidth requirements for various numbers of agents. This information is derived from bandwidth testing and extrapolation of bandwidth data. Because there are many variables that can affect bandwidth, a configuration that resulted in higher bandwidth usage was chosen to provide near worst-case scenarios. If the agent's WAN link meets or exceeds the bandwidth requirements shown in this table, Cisco Agent Desktop will be able to run without delays in message passing. The following configuration parameters affect bandwidth and apply to both Table 11-9 and Table 11-10: Number of skills per agent: 10 Number of agents per team: 20 Number of teams: 50 Number of agent state changes per agent per hour: 10 (Not including state changes due to handling calls) Calls per agent per hour: 60 Team performance messages per team per hour: 8 Chat messages sent or received per hour: 20 Average chat message size (in bytes): 40 Number of calls recorded per hour: 10 Note that the bandwidth requirements shown do not include the bandwidth of the RTP streams for the call, recording, or monitoring sessions, but include only the messaging needed to start and stop the sessions. 11-29
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