Cisco Cisco IP Contact Center Release 4.6.1 Design Guide

The Cisco Unified Contact Center solution does not provide a quad-processor Cisco MCS Unified CM 
appliance at this time. For the most current server specifications, refer to the latest version of the 
Hardware & System Software Specification (Bill of Materials) for Cisco ICM/ICC Enterprise & Hosted 
Editions, available at 

The sizing information presented in this chapter is based on the following operating conditions:

Maximum of 30 busy hour call attempts (BHCA) per agent 

Maximum of 90 calls per IVR port per hour

Five skill groups per agent

The total number of agents indicated in the tables and figures in this chapter consists of 90% agents 
and 10% supervisor. For example, if a table or figure indicates 100 agents, the assumption is that 
there are 90 agents and 10 supervisors.

Supervisors do not handle calls

Total number of teams is equal to 10% of total number of agents

Team members consist of 90% agents and 10% supervisors

Call types consist of 85% straight, 10% consultative transfer, and 5% consultative conference

The default refresh rate for skill group updates is 10 seconds

The default number of skill group statistics columns configured at the CTI OS server is 17 columns

Agent Statistics is turned ON

The default number of agent statistics columns configured at the CTI OS server is 6 columns

Average of 5 Run Voice Response Unit (VRU) scripts, running consecutively in the Unified ICM 
script, per IVR call

5 Extended Call Context (ECC) scalars

Transport Layer Security (TLS) for CTI OS is turned OFF

0% mobile agents

One all-events CTI server client

The following notes apply to all figures and tables in this chapter:

The number of agents indicates the number of logged-in agents.

Server types:

APG = Agent Peripheral Gateway

CAD = Cisco Agent Desktop

HDS = Historical Data Server

PRG = Progger

RGR = Rogger