Cisco Cisco E-Mail Manager Unity Integration Option Design Guide
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Cisco Unified Contact Center Enterprise 7.0, 7.1, and 7.2 SRND
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Chapter 4 Unified Contact Center Enterprise Desktop
Deployment Considerations
CTI OS connections may be optionally encrypted (via use of IP Sec configurations). However, this will
induce a significant performance penalty on the server itself when higher agent loads are utilized. For
more information on enabling CTI OS connection security, refer to the Cisco Remote Silent Monitoring
Installation and Administration Guide, available at
induce a significant performance penalty on the server itself when higher agent loads are utilized. For
more information on enabling CTI OS connection security, refer to the Cisco Remote Silent Monitoring
Installation and Administration Guide, available at
VRU
The RSM platform does not directly media-terminate inbound calls. Instead, supervisors dial into a
Unified CVP or IP IVR-based VRU system, which runs call flow script logic that interacts with services
hosted on the RSM server via HTTP. Thus, if a given RSM installation is to support up to 40 dialed-in
supervisors, there must be a VRU present (as well as the necessary PRI/network resources) that can offer
this same level of support.
Unified CVP or IP IVR-based VRU system, which runs call flow script logic that interacts with services
hosted on the RSM server via HTTP. Thus, if a given RSM installation is to support up to 40 dialed-in
supervisors, there must be a VRU present (as well as the necessary PRI/network resources) that can offer
this same level of support.
Furthermore, a caller accessing RSM will often place a higher load on the VRU's processor(s) and
memory than a caller accessing some more traditional IVR-type callflow. This is because, in a more
traditional IVR callflow, shorter, oftentimes cached or non-streamed prompts are played, separated by
periods of caller input gathering and silence. With RSM, however, the predominant caller activity is
monitoring an agent's call, and to the VRU this looks like the playback of a long streaming audio prompt,
which is an activity that requires a relatively high level of VRU processor involvement.
memory than a caller accessing some more traditional IVR-type callflow. This is because, in a more
traditional IVR callflow, shorter, oftentimes cached or non-streamed prompts are played, separated by
periods of caller input gathering and silence. With RSM, however, the predominant caller activity is
monitoring an agent's call, and to the VRU this looks like the playback of a long streaming audio prompt,
which is an activity that requires a relatively high level of VRU processor involvement.
With Unified CVP deployments, supported VXML gateway models are listed in the Hardware and
System Software Specification for Cisco Unified Customer Voice Portal (Unified CVP), otherwise known
as Unified CVP Bill of Materials (BOM), available at
System Software Specification for Cisco Unified Customer Voice Portal (Unified CVP), otherwise known
as Unified CVP Bill of Materials (BOM), available at
When provisioning a VRU for use by RSM, a good rule of thumb is to count each RSM call as 1.3
non-RSM calls on a processor/memory-usage basis. So for a VRU that can normally handle 40
concurrent calls, plan for it to be able to handle only 30 RSM calls. ((40 * 1.3) = 30)
non-RSM calls on a processor/memory-usage basis. So for a VRU that can normally handle 40
concurrent calls, plan for it to be able to handle only 30 RSM calls. ((40 * 1.3) = 30)
Also note that RSM makes extensive use of VXML Voice Browser functionality under both Unified CVP
and IP IVR.
and IP IVR.
Agent Phones
Use of RSM to monitor an agent requires that that agent's phone be a third generation of newer Cisco
Unified IP Phone 79x1, 79x2, 79x5, 7970 or newer. This is because these phones include extra DSP
resources in the form of a Built-in-Bridge (BiB). The BiB allows the phone to fork off a copy of the
current conversation stream to the RSM server.
Unified IP Phone 79x1, 79x2, 79x5, 7970 or newer. This is because these phones include extra DSP
resources in the form of a Built-in-Bridge (BiB). The BiB allows the phone to fork off a copy of the
current conversation stream to the RSM server.
Cisco Unified Contact Manager provides for a maximum of one active monitoring session per agent
because the agent's phone can handle only one active monitoring session and one active recording
session at any given time.
because the agent's phone can handle only one active monitoring session and one active recording
session at any given time.
So, if a third-party recorder is recording the agent's conversations, the agent can still be monitored by a
supervisor using supervisor desktop or RSM. However, if both a RSM-based supervisor and a
supervisor-desktop-based supervisor both tried to monitor the agent during the same time period, the
request would fail with the last one to try because it would exceed the above-mentioned monitoring limit.
supervisor using supervisor desktop or RSM. However, if both a RSM-based supervisor and a
supervisor-desktop-based supervisor both tried to monitor the agent during the same time period, the
request would fail with the last one to try because it would exceed the above-mentioned monitoring limit.
Note that RSM will set up only one monitoring session through Unified CM for a single monitored agent,
even if two or more RSM users are requesting to monitor the agent's call at the same time. In this case,
RSM forks the stream to cover all RSM users. This allows more than two RSM-based supervisors to
monitor the same agent, for instance. However, if there are multiple RSM servers in the environment that
monitor the same agent, they will each make a separate monitoring call to that agent.
even if two or more RSM users are requesting to monitor the agent's call at the same time. In this case,
RSM forks the stream to cover all RSM users. This allows more than two RSM-based supervisors to
monitor the same agent, for instance. However, if there are multiple RSM servers in the environment that
monitor the same agent, they will each make a separate monitoring call to that agent.
If the monitoring call limit has been reached for a specific agent and a dialed-in supervisor then attempts
to monitor this same agent, the supervisor’s request will be denied via an audio prompt feedback from
the system stating that the agent cannot be monitored.
to monitor this same agent, the supervisor’s request will be denied via an audio prompt feedback from
the system stating that the agent cannot be monitored.