Cisco Cisco Customer Response Solution Downloads Design Guide
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Cisco IPCC Express Solution Reference Network Design
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Chapter 5 Basics of Call Center Sizing
Preliminary Information Requirements
Enhanced, but they must be sized for proper capacity planning for the IPCC Express server. For
sizing and capacity details, refer to the IPCC Express Configuration and Ordering Tool, available
online at
sizing and capacity details, refer to the IPCC Express Configuration and Ordering Tool, available
online at
•
Queue ports — are IVR ports that queue calls prior to transferring the caller to an available agent.
These ports are included at no additional cost with IPCC Express Standard or Enhanced, but they
must be sized for proper capacity planning for the IPCC Express server. Refer to the IPCC Express
Configuration and Ordering Tool for more details.
These ports are included at no additional cost with IPCC Express Standard or Enhanced, but they
must be sized for proper capacity planning for the IPCC Express server. Refer to the IPCC Express
Configuration and Ordering Tool for more details.
•
IVR ports — are full-featured IVR ports with all the capabilities found in the standalone
Cisco IP IVR product, except that the IPCC Express IVR ports do not support Intelligent Contact
Management (ICM) integration.
Cisco IP IVR product, except that the IPCC Express IVR ports do not support Intelligent Contact
Management (ICM) integration.
•
CTI ports — are computer software devices used to handle telephony hardware devices such as IVR
ports and queuing ports. CTI ports include all three types of IVR port functions for P&C, queuing,
and IVR port options for database dips, ASR, and TTS. CTI ports are an important component in
the IPCC Express architecture, but you do not have to purchase them separately.
ports and queuing ports. CTI ports include all three types of IVR port functions for P&C, queuing,
and IVR port options for database dips, ASR, and TTS. CTI ports are an important component in
the IPCC Express architecture, but you do not have to purchase them separately.
If you want additional supporting features such as automatic speech recognition (ASR), text-to-speech
(TTS), e-mail notification, web server or client functionality, and database operations, then IPCC
Express would need additional functionality in the IP IVR to perform these operations. Because the basic
P&C ports cannot handle additional features such as these, you would have to purchase additional IVR
port licenses. These IVR ports, in addition to functioning as P&C ports, will also perform database dips,
VoiceXML, ASR, TTS, web operations, and so forth.
(TTS), e-mail notification, web server or client functionality, and database operations, then IPCC
Express would need additional functionality in the IP IVR to perform these operations. Because the basic
P&C ports cannot handle additional features such as these, you would have to purchase additional IVR
port licenses. These IVR ports, in addition to functioning as P&C ports, will also perform database dips,
VoiceXML, ASR, TTS, web operations, and so forth.
The goal of the system architect is to determine the appropriate number and types of IVR ports to
provision for the IPCC Express system. However, as shown in
provision for the IPCC Express system. However, as shown in
, the IPCC Express architecture
differs slightly from the example TDM call center configuration in that IVR ports and queue ports (and
P&C ports as well) are combined into one logical CTI port. Therefore, the call sizing approach in this
document calculates trunk, IVR, and queue ports. The remaining sections of this chapter use the term
IVR port to denote the combined queue port and IVR port (both full-service and P&C ports).
P&C ports as well) are combined into one logical CTI port. Therefore, the call sizing approach in this
document calculates trunk, IVR, and queue ports. The remaining sections of this chapter use the term
IVR port to denote the combined queue port and IVR port (both full-service and P&C ports).
Preliminary Information Requirements
Cisco recommends that your system designers create a sizing document to do the following:
•
Scope out the preliminary configuration information for the IPCC Express server.
•
Size the gateways for the system.
To determine the size of the call center, obtain answers to the following questions:
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How many IVR ports do you need?
•
How many gateway trunk ports do you need?
•
How many agents will answer incoming calls?