Cisco Cisco Agent Desktop 9.0 Technische Referenzen

Service capacities vary based on the total number of agents in a contact center and 
whether or not silent monitoring and recording are required. 

NOTE:  The following guidelines are based on testing with a combination of 
real and simulated agents.

The Cisco Desktop base services consist of a set of services that run as NT services. 
The base services include:

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Chat service

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Directory Services

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Enterprise service

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IP Phone Agent service

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LDAP Monitor service

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Licensing and Resource Manager service

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Recording & Statistics service

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Sync service

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Tomcat webserver

The Enterprise service interfaces with the CTI service, typically running on a 
peripheral gateway (PG). 

There are other services that can be placed on the same or separate computer as the 
base services. These include:

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Voice-Over IP Monitor service

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Recording & Playback service

A set of the base services plus the additional services is a logical contact center, or 
LCC. The maximum number of agents that can be supported by a single LCC is 
1,000 (approximately 15,000 Busy Hour Call Completion [BHCC] with a call volume 
of 20 calls per agent per hour).

Agent desktops can be monitored at the desktop (“desktop monitoring”) as well as by 
a VoIP Monitor service (“server monitoring”). The following information applies to 
installations where VoIP Monitor services are used to monitor one or more agents.