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Cisco IPCC Express Solution Reference Network Design
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Chapter 2 IPCC Express in Cisco CallManager Deployment Models
Special Considerations in Deployment Model Design
Special Considerations in Deployment Model Design
Please refer to the section
when reading the following discussion.
Expansion Servers
In IPCC Express, all ACD, CTI and IVR processing takes place on the IPCC Express primary server. In
particular, this means that the performance and capacity for agents, supervisors and IVR ports are
constrained by the physical server performance and capacities. The addition of certain features,
particularly the number of simultaneous historical reporting sessions, the number of simultaneous
recording and/or monitoring sessions, and the number of ASR and/or TTS ports will significantly reduce
the scalability of ACD and IVR capabilities.
particular, this means that the performance and capacity for agents, supervisors and IVR ports are
constrained by the physical server performance and capacities. The addition of certain features,
particularly the number of simultaneous historical reporting sessions, the number of simultaneous
recording and/or monitoring sessions, and the number of ASR and/or TTS ports will significantly reduce
the scalability of ACD and IVR capabilities.
In almost all the cases, the decision to deploy expansion servers is driven by the performance and
capacity loads put on the physical server by these features. Unless these features are moved to an
expansion server, the number of agent and/or supervisor positions and the number of prompt & collect
or IVR ports will be constrained, oftentimes below the number required to meet the customer’s
requirements.
capacity loads put on the physical server by these features. Unless these features are moved to an
expansion server, the number of agent and/or supervisor positions and the number of prompt & collect
or IVR ports will be constrained, oftentimes below the number required to meet the customer’s
requirements.
Using the IPCC Express Configuration & Ordering Tool makes it easy to see the effect on ACD and IVR
capacities of deploying one or more of these features on one or more expansion servers.
capacities of deploying one or more of these features on one or more expansion servers.
ACD/CTI and IVR on Separate Servers
It is possible to deploy the ACD/CTI capabilities on one IPCC Express primary server and to deploy an
IP IVR server to handle the IVR ports. However, doing so prevents the passing of call-associated data to
the ACD for use in routing decisions or in support of agent screen pop. For example, call ANI or DNIS
might be required to make routing decisions. Caller-entered data may be required to be popped to an
agent or to be used as a key for a database dip in support of screen pop or third party application
integration.
IP IVR server to handle the IVR ports. However, doing so prevents the passing of call-associated data to
the ACD for use in routing decisions or in support of agent screen pop. For example, call ANI or DNIS
might be required to make routing decisions. Caller-entered data may be required to be popped to an
agent or to be used as a key for a database dip in support of screen pop or third party application
integration.
Deploying ACD/CTI on one server and IP IVR on another server is a viable deployment model only
when there will never be a need to share information associated with a call arriving at the IVR, or caller
data collected by the IVR, with the ACD or CTI services on the IPCC Express server.
when there will never be a need to share information associated with a call arriving at the IVR, or caller
data collected by the IVR, with the ACD or CTI services on the IPCC Express server.
Meeting Capacities in Excess of a Single IPCC Express System
When customer requirements for system capacities for agent positions and IVR ports exceed the
capabilities of a single IPCC Express system the only alternatives are to deploy larger servers. In the case
where even the largest server fails to meet capacity requirements the only option is to deploy multiple
single IPCC Express systems.
capabilities of a single IPCC Express system the only alternatives are to deploy larger servers. In the case
where even the largest server fails to meet capacity requirements the only option is to deploy multiple
single IPCC Express systems.
As previously discussed, this deployment model does not result in a single larger IPCC Express system
but rather in multiple separate systems. Customers typically perceive the following issues as problems:
but rather in multiple separate systems. Customers typically perceive the following issues as problems:
•
Each system must be separately administered.
•
Skill groups must be separate between system ACDs.
•
Caller data cannot be shared between system IVRs.
•
Historical and real-time reports reflect only the separate single systems.