Cisco Cisco Unified Contact Center Management Portal 8.5(2) Leaflet
10-10
Cisco Unified Contact Center Enterprise 8.0 SRND
Chapter 10 Sizing Unified CCE Components and Servers
Additional Sizing Factors
Many variables in the Unified CCE configuration and deployment options can affect the hardware
requirements and capacities. This section describes the major sizing variables and how they affect the
capacity of the various Unified CCE components. In addition,
requirements and capacities. This section describes the major sizing variables and how they affect the
capacity of the various Unified CCE components. In addition,
summarizes the sizing
variables and their effects.
Busy Hour Call Attempts (BHCA)
The number of calls attempted during a busy hour is an important metric. As BHCA increases, there is
an increase in the load on all Unified CCE components, most notably on Unified CM, Unified IP IVR,
and the Unified CM PG. The capacity numbers for agents assume up to 30 calls per hour per agent. If a
deployment requires more than 30 calls per hour per agent, it will decrease the maximum number of
supported agents for the agent PG. Handle such occurrences on a case-by-case basis.
an increase in the load on all Unified CCE components, most notably on Unified CM, Unified IP IVR,
and the Unified CM PG. The capacity numbers for agents assume up to 30 calls per hour per agent. If a
deployment requires more than 30 calls per hour per agent, it will decrease the maximum number of
supported agents for the agent PG. Handle such occurrences on a case-by-case basis.
Agents
The number of agents is another important metric that will impact the performance of most Unified CCE
server components, including Unified CM clusters. For the impact of agents on the performance of
Unified CM components, see
server components, including Unified CM clusters. For the impact of agents on the performance of
Unified CM components, see
.
Average Skill Groups per Agent
The number of skill groups per agent (which is independent of the total number of skills per system) has
significant effects on the CTI OS Server, the Agent PG, and the Call Router and Logger. Limit the
number of skill groups per agent to 5 or fewer, when possible, and that you periodically remove unused
skill groups so that they do not affect system performance. You can also manage the effects on the CTI
OS server by increasing the value for the frequency of statistical updates.
significant effects on the CTI OS Server, the Agent PG, and the Call Router and Logger. Limit the
number of skill groups per agent to 5 or fewer, when possible, and that you periodically remove unused
skill groups so that they do not affect system performance. You can also manage the effects on the CTI
OS server by increasing the value for the frequency of statistical updates.
Table 10-2
shows examples of
how the number of skill groups per agent can affect the capacity of the Unified CCE system. The
numbers in
numbers in
Table 10-2
are based on the information listed in the section on
, and it shows capacity per CTI OS instance.
Table 10-2
Sizing Effects Due to Number of Skill Groups per Agent
System
Generic PG Limits
Avg SG/Agent
Max Agent
Per System
Per System
Max Agent
Per PG
Per PG
Max Skill
Groups Per PG
Groups Per PG
Max VRU
Ports Per PG
Ports Per PG
Max VRU PIMs
Per PG
Per PG
5
8,000
2,000
1300
1000
5
6
8,000
1,966
1300
1000
5
7
8,000
1,933
1300
1000
5
8
8,000
1,899
1300
1000
5
9
8,000
1,865
1300
1000
5
10
8,000
1,832
1300
1000
5
11
7,852
1,798
1300
1000
5
12
7,704
1,764
1300
1000
5
13
7,555
1,731
1300
1000
5
14
7,407
1,697
1300
1000
5
15
7,259
1,663
1300
1000
5
16
7,111
1,629
1300
1000
5
17
6,963
1,596
1300
1000
5