Cisco Cisco IP Contact Center Release 4.6.1 Design Guide
10-21
Cisco Unified Contact Center Enterprise 7.0, 7.1, and 7.2 SRND
OL-8669-16
Chapter 10 Sizing Unified CCE Components and Servers
Unified CCE Sizing Tool
•
Monitoring the Disk Resources
–
AverageDiskQueueLength; this value should remain less than (1.5
(the total number of disks
in the array)).
–
%Disktime; this value should remain less than 60%.
•
Monitoring Network Resources
–
NIC\bytes total/sec; this value should remain less than (0.3
(the physical size of the NIC)).
–
NIC\Output Queue Length; the threshold for this counter is 1.
•
Monitoring Unified CCE application
–
Cisco Unified ICM Router(_Total)\Agents Logged On
–
Cisco Unified ICM Router(_Total)\Calls in Progress
–
Cisco Unified ICM Router(_Total)\calls /sec
Note
The above performance counters for CPU, memory, disk, and network are applicable to all servers within
the deployment. The recommended sample rate is 15 seconds.
the deployment. The recommended sample rate is 15 seconds.
Unified CCE Sizing Tool
The Cisco Unified Contact Center Enterprise Sizing Tool is a solution sizing tool that helps to size the
Unified CCE resources. It also provides input for the Cisco Unified Communications Manager Sizing
Tool. This tool requires proper login authentication and is accessible to Cisco internal employees and
Cisco partners at
Unified CCE resources. It also provides input for the Cisco Unified Communications Manager Sizing
Tool. This tool requires proper login authentication and is accessible to Cisco internal employees and
Cisco partners at
Summary
Proper sizing of Unified CCE components requires analysis beyond the number of agents and busy hour
call attempts. Configurations with multiple skill groups per agent, significant call queuing, and other
factors contribute to the total capacity of any individual component. Careful planning and discovery in
the pre-sales process should uncover critical sizing variables, and these considerations should be applied
to the final design and hardware selection.
call attempts. Configurations with multiple skill groups per agent, significant call queuing, and other
factors contribute to the total capacity of any individual component. Careful planning and discovery in
the pre-sales process should uncover critical sizing variables, and these considerations should be applied
to the final design and hardware selection.
Correct sizing and design can ensure stable deployments for large systems up to 8,000 agents and
216,000 BHCA. For smaller deployments, cost savings can be achieved with careful planning and
co-resident Unified ICM components (for example, Progger, Rogger, and Agent PG).
216,000 BHCA. For smaller deployments, cost savings can be achieved with careful planning and
co-resident Unified ICM components (for example, Progger, Rogger, and Agent PG).
Additionally, designers should pay careful attention to the sizing variables that will impact sizing
capacities such as skill groups per agent. While it is often difficult to determine these variables in the
pre-sales phase, it is critical to consider them during the initial design, especially when deploying
co-resident PGs and Proggers. While new versions will scale far higher, the Cisco Agent Desktop
Monitor Server is still limited in the number of simultaneous sessions that can be monitored by a single
server when monitoring and recording are required.
capacities such as skill groups per agent. While it is often difficult to determine these variables in the
pre-sales phase, it is critical to consider them during the initial design, especially when deploying
co-resident PGs and Proggers. While new versions will scale far higher, the Cisco Agent Desktop
Monitor Server is still limited in the number of simultaneous sessions that can be monitored by a single
server when monitoring and recording are required.