Cisco Cisco IP Contact Center Release 4.6.1 Release Note
Cisco Unified ICM/Unified CC Enterprise & Hosted Editions, Releases 7.0(0) SR1 – SR4 and 7.1(x) Rev. 1.14
Hardware and System Software Specification
6BICM/IPCC Hardware and Software Requirements
©2008 Cisco Systems, Inc.
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100/1000 Ethernet port
* The selection of the class of MCS system should be based on the Microsoft CRM sever requirements for the given
customers required level of performance. For more information on the Microsoft CRM 3.0 product visit the
customers required level of performance. For more information on the Microsoft CRM 3.0 product visit the
web site.
7.6.18.2 CRM Connector for SAP
The Cisco Unified CRM Connector for SAP integrates the SAP CRM application with Cisco Unified Contact Center
Enterprise; it can be deployed either co-resident with other Unified CC Enterprise solution components or can be deployed
on a standalone system.
Enterprise; it can be deployed either co-resident with other Unified CC Enterprise solution components or can be deployed
on a standalone system.
The maximum supported Unified CRM Connectors for SAP collocated per PG is 1.
The maximum supported Unified CRM Connectors for SAP on a dedicated server connected to the same PG is 1.
CTI OS Supervisor Desktop should be used for supervisory features. This will require CTI OS Server installed on the PG.
Table 7-60: CRM Connector for SAP
Server Class
* Capacity
(agents)
Call Rate
(calls / sec)
Hardware, software requirements and remarks
MCS-30-004-Class 250
3 Operating system and other software
See:
* The above dimensioning guidelines and parameters were developed in a lab testing environment that included a test CRM
system setup or an equivalent CRM simulator. Actual quality of service (delays, responsiveness, etc.) experienced by the
contact center agents may vary from the above dimensioning guidelines/parameters. These variations include structure and
size of the CRM database, overall level of the CRM tuning, intensity of the contact processing workflow(s), as well as other
CRM configuration and topology variables outside of the scope of the Cisco connector. It is for this reason that Cisco
highly recommends an in-house load test early in a connector deployment project to make sure that the total quality of
service under load is satisfactory.
system setup or an equivalent CRM simulator. Actual quality of service (delays, responsiveness, etc.) experienced by the
contact center agents may vary from the above dimensioning guidelines/parameters. These variations include structure and
size of the CRM database, overall level of the CRM tuning, intensity of the contact processing workflow(s), as well as other
CRM configuration and topology variables outside of the scope of the Cisco connector. It is for this reason that Cisco
highly recommends an in-house load test early in a connector deployment project to make sure that the total quality of
service under load is satisfactory.