Cisco Cisco Administrative Workstation Veröffentlichungshinweis
Cisco Unified ICM/Unified CC Enterprise & Hosted Editions, Release 7.2(x)
Rev. 1.30
Hardware and System Software Specification
4BSoftware Upgrade Considerations
©2010 Cisco Systems, Inc.
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5.3.1
Notes on Agent Capacity Calculation
For the following sections, the agent count in the capacity specification refers to the number of concurrently logged-in
agents.
agents.
Consider the following factors when sizing call center resources:
CTI OS
Agent Capacity is decreased by 25% when CTI OS Security is enabled.
Mobile Agents
The Mobile Agent feature is introduced for Unified CC in 7.1(x). Agent capacity is decreased for mobile agents.
Mobile Agents are defined as agents using phones not directly controlled by Unified CC, irrespective of their physical
location. (The term local agent refers to an agent who uses a phone that is under control of Unified CC, irrespective of
physical location.)
location. (The term local agent refers to an agent who uses a phone that is under control of Unified CC, irrespective of
physical location.)
Mobile agents can be configured using either of two delivery modes. The weighting of the decreased capacity is based
on the call delivery mode.
on the call delivery mode.
• Call by Call – In this mode, the mobile agent’s phone is dialed for each incoming call. When the call ends, the
mobile agent’s phone is disconnected before being made ready for the next call.
• Nailed Connection – In this mode, the agent is called once at login, and the line stays connected through
multiple customer calls.
For more details about sizing Mobile agents please refer to Cisco Unified Contact Center Enterprise 7.x Solution
Reference Network Design (SRND) at
New Server Classes
In tables showing capacity for New Deployments and Technology Refresh, for the new server classes MCS-40-006 and
MCS-30-004, capacity is the same as that of the preceding class (for example, capacity for the MCS-40-006 is
identical to capacity for the MCS-40-005).
MCS-30-004, capacity is the same as that of the preceding class (for example, capacity for the MCS-40-006 is
identical to capacity for the MCS-40-005).
5.3.2
New Deployments and Technology Refresh
Option 1
- Supports up to
450
Agents
The Progger configuration consists of Unified CCE Router, Unified CCE Logger, Agent PG (CCM PIM, VRU PIM,
CG, CTI OS, and CAD Services when CAD is required) on the same server.
CG, CTI OS, and CAD Services when CAD is required) on the same server.
Table 5-5: Progger Servers, Unified CCE, New Deployment/Tech Refresh
Server Class
Capacity (agents)
Progger with no options Progger with CAD Services
MCS-30-004-Class
100
N/A
MCS-40-005-Class
450
297
NOTE: To determine Outbound Option agent capacity for Progger server, use the following formula:
Max agents = (Maximum Progger agent capacity) – (8 x (number of dialer ports))
Max agents = (Maximum Progger agent capacity) – (8 x (number of dialer ports))