Cisco Cisco E-Mail Manager Unity Integration Option Design Guide
12-18
Cisco Unified Contact Center Enterprise 7.5 SRND
Chapter 12 Bandwidth Provisioning and QoS Considerations
Bandwidth Provisioning
Effective BHCA (effective load) on all similar components that are split across the WAN is defined as
follows:
follows:
•
Router + Logger
This value is the total BHCA on the call center, including conferences and transfers. For example,
10,000 BHCA ingress with 10% conferences or transfers would be 11,000 Effective BHCA.
10,000 BHCA ingress with 10% conferences or transfers would be 11,000 Effective BHCA.
•
Unified CM PG
This value includes all calls that come through Unified ICM Route Points controlled by Unified CM
and/or that are ultimately transferred to agents. This assumes that each call comes into a route point
and is eventually sent to an agent. For example, 10,000 BHCA ingress calls coming into a route point
and being transferred to agents, with 10% conferences or transfers, would be 11,000 effective
BHCA.
and/or that are ultimately transferred to agents. This assumes that each call comes into a route point
and is eventually sent to an agent. For example, 10,000 BHCA ingress calls coming into a route point
and being transferred to agents, with 10% conferences or transfers, would be 11,000 effective
BHCA.
•
Unified IP IVR PG
This value is the total BHCA for call treatment and queuing. For example, 10,000 BHCA ingress
calls, with all of them receiving treatment and 40% being queued, would be 14,000 effective BHCA.
calls, with all of them receiving treatment and 40% being queued, would be 14,000 effective BHCA.
•
Unified CVP PG
This value is the total BHCA for call treatment and queuing coming through a Unified CVP. 100%
treatment is assumed in the calculation. For example, 10,000 BHCA ingress calls, with all of them
receiving treatment and 40% being queued, would be 14,000 effective BHCA.
treatment is assumed in the calculation. For example, 10,000 BHCA ingress calls, with all of them
receiving treatment and 40% being queued, would be 14,000 effective BHCA.
•
Unified IP IVR or Unified CVP Variables
This value represents the number of Call and ECC variables and the variable lengths associated with
all calls routed through the Unified IP IVR or Unified CVP, whichever technology is used in the
implementation.
all calls routed through the Unified IP IVR or Unified CVP, whichever technology is used in the
implementation.
Example of a Private Bandwidth Calculation
shows an example calculation for a combined dedicated private link with the following
characteristics:
•
BHCA coming into the contact center is 10,000.
•
100% of calls are treated by Unified IP IVR and 40% are queued.
•
All calls are sent to agents unless abandoned. 10% of calls to agents are transfers or conferences.
•
There are four Unified IP IVRs used to treat and queue the calls, with one PG pair supporting them.
•
There is one Unified CM PG pair for a total of 900 agents.
•
Calls have ten 40-byte Call Variables and ten 40-byte ECC variables.
Table 12-6
Example Calculation for a Combined Dedicated Private Link
Component
Effective
BHCA
BHCA
Multiplication
Factor
Factor
Recommended
Link
Link
Multiplication
Factor
Factor
Recommended
Queue
Queue
Router + Logger
11,000
0
330,000
0.8
264,000
Total Router+Logger
High-Priority Queue
Bandwidth
High-Priority Queue
Bandwidth