Cisco Cisco Customer Response Solution Downloads Design Guide
C H A P T E R
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Cisco IPCC Express Solution Reference Network Design
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Sizing the IPCC Express Server
With the call sizing guidelines from the preceding chapters, we are able to calculate the number of agents
and CTI ports (queuing and P&C IVR ports) required to deploy a contact center solution. What does this
mean in terms of sizing the IPCC Express resources? When do we know that we have reached maximum
capacity on the IPCC Express system and need to add another server? These are some of the questions
addressed in this chapter.
and CTI ports (queuing and P&C IVR ports) required to deploy a contact center solution. What does this
mean in terms of sizing the IPCC Express resources? When do we know that we have reached maximum
capacity on the IPCC Express system and need to add another server? These are some of the questions
addressed in this chapter.
To help the designer estimate overall scalability on the IPCC Express server, Cisco has conducted
extensive performance testing, and the section on
extensive performance testing, and the section on
, summarizes the critical factors and their impact on performance.
Configuration and Ordering Tool
The IPCC Express Configuration and Ordering Tool uses a points system to size the server automatically
based on your specific configuration. You are not required to size the server manually using this points
system, but
based on your specific configuration. You are not required to size the server manually using this points
system, but
lists the point values for reference only. The Configuration and Ordering Tool for
IPCC Express and IP IVR is available online at
Note
BHCA rate has an impact on scalability and is not explicitly called out in the IPCC Express
Configuration and Ordering Tool; however, the impact of the BHCA is implicitly accounted for in the
device quantities in the input section of that Tool.
Configuration and Ordering Tool; however, the impact of the BHCA is implicitly accounted for in the
device quantities in the input section of that Tool.
The Configuration and Ordering Tool enables you to configure and order your system using step-by-step
instructions in the following basic order (the exact steps may vary as the tool is enhanced for future
releases):
instructions in the following basic order (the exact steps may vary as the tool is enhanced for future
releases):
Step 1
Select the deployment type (for example, standalone or co-resident, upgrade or new order). Also choose
the type of hardware server on which you will deploy the software product you are configuring. Each
type of hardware server has a specific “total available server points” value associated with it. As you go
through the rest of the configuration, each feature and quantity you select will be deducted from the total
available server points.
the type of hardware server on which you will deploy the software product you are configuring. Each
type of hardware server has a specific “total available server points” value associated with it. As you go
through the rest of the configuration, each feature and quantity you select will be deducted from the total
available server points.
Then choose the specific product that you want to configure. You must select (or check for) correct
values for this server configuration for each and every gray cell in the tool (Excel based). If you do not,
the results might not be correct.
values for this server configuration for each and every gray cell in the tool (Excel based). If you do not,
the results might not be correct.