Cisco Cisco Unified IP Interactive Voice Response (IVR) 8.0(1) Veröffentlichungshinweis
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Cisco Unified Contact Center Express Solution Reference Network Design
Chapter 7 Bandwidth, Security, and QoS Considerations
Estimating Bandwidth Consumption
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.
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 300 CAD agents logging in simultaneously is about 4.5
Kilobytes/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 caused the login attempts to take twice as long (18 seconds), would this
delay be acceptable? If not, more bandwidth should be provisioned.
Kilobytes/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 caused the login attempts to take twice as long (18 seconds), 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 for call control actions and
state changes.
addition, the agent desktop application communicates with the CTI server for call control actions and
state changes.
displays the types of messaging for each application.
Table 7-6
Messaging Type By CAD Desktop Application
Cisco Agent Desktop Bandwidth Usage
CAD agents are able to login and logoff their agents, 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.
reporting information to the base servers. The bandwidth requirements for these activities are fairly
small but can add up when many agents are considered.
displays the average bandwidth requirements for different numbers of agents. This
information is derived from bandwidth testing and extrapolation of bandwidth data. Since 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.
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.
Application Name
Message types
Cisco Agent Desktop
Login/Logoff
Agent state changes
Call control
Call status Information
Desktop Monitoring/Recording
Chat messages
Team Performance messages
Report generation
Real-time data refresh
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