Cisco Cisco IP Contact Center Release 4.6.1 Design Guide
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Cisco Unified Contact Center Enterprise 7.0, 7.1, and 7.2 SRND
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Chapter 7 Cisco Unified Expert Advisor Option
Deployment Models
Deploying Multiple Unified Expert Advisor Clusters for Scalability
The current version of Unified Expert Advisor supports a maximum of 3000 expert advisors. A Cisco
Unified Presence 6.x cluster, however, can support as many as 10,000 users, and you might want to
configure more than 3000 of them as expert advisors. In order to accommodate more expert advisors than
are currently supported by a single Unified Expert Advisor, it is possible to deploy multiple independent
Unified Expert Advisor clusters as separate peripherals on the same Unified ICM. Each cluster may be
simplexed or duplexed, and each may contain a Reporting Server. The Reporting Servers cannot be
shared, however.
Unified Presence 6.x cluster, however, can support as many as 10,000 users, and you might want to
configure more than 3000 of them as expert advisors. In order to accommodate more expert advisors than
are currently supported by a single Unified Expert Advisor, it is possible to deploy multiple independent
Unified Expert Advisor clusters as separate peripherals on the same Unified ICM. Each cluster may be
simplexed or duplexed, and each may contain a Reporting Server. The Reporting Servers cannot be
shared, however.
Different Unified Expert Advisor clusters may be configured to communicate with the same Cisco
Unified Presence cluster, as illustrated in
Unified Presence cluster, as illustrated in
. The assignment queues from those Unified Expert
Advisor clusters will simply map to separate skill groups in Unified ICM, but separate skill groups can
always be treated as a homogeneous pair by listing them both in the same Queue to Skill Group node.
always be treated as a homogeneous pair by listing them both in the same Queue to Skill Group node.
Figure 7-3
Multiple Unified Expert Advisor Clusters with a Single Cisco Unified Presence Cluster
Note that, if two Unified Expert Advisor clusters share the same Cisco Unified Presence cluster, both
will import the same set of Cisco Unified Presence users. Functionally it would be safe to configure them
all as expert advisors on both Unified Expert Advisor clusters, but doing so causes reporting and
statistical irregularities because each advisor will be counted as two agents in Unified ICM. Therefore,
it is important to partition the Cisco Unified Presence user list manually within Unified Expert Advisor
so that one set of users is configured as expert advisors in one Unified Expert Advisor cluster and the
other set of users is configured as expert advisors in the other Unified Expert Advisor cluster.
will import the same set of Cisco Unified Presence users. Functionally it would be safe to configure them
all as expert advisors on both Unified Expert Advisor clusters, but doing so causes reporting and
statistical irregularities because each advisor will be counted as two agents in Unified ICM. Therefore,
it is important to partition the Cisco Unified Presence user list manually within Unified Expert Advisor
so that one set of users is configured as expert advisors in one Unified Expert Advisor cluster and the
other set of users is configured as expert advisors in the other Unified Expert Advisor cluster.
Deploying Unified Expert Advisor with Various Cisco Unified Presence
Deployments
Deployments
The Cisco Unified Presence 6.x may be deployed in a number of different ways with respect to both
Cisco Unified Presence and Cisco Unified CM clustering. This section describes the degree to which
Unified Expert Advisor supports each scenario.
Cisco Unified Presence and Cisco Unified CM clustering. This section describes the degree to which
Unified Expert Advisor supports each scenario.
Reporting
Cisco Unified
Presence
Cluster
Users A - Z
Expert
Advisor
Runtime
ICM
Routing
Script
Skill Group A
Skill Group B
Queue to Skill
Group node
Reporting
Expert
Advisor
Runtime
Unified Expert
Advisor
Cluster A
Ex
per
ts
A
-M
187485
Ex
pe
rts A-
M
Ex
per
ts
N
-Z
Ex
pe
rts N
-Z
Unified Expert
Advisor
Cluster B