Cisco Cisco IPCC Web Option Design Guide
10-19
Cisco Unified Contact Center Enterprise 7.0, 7.1, and 7.2 SRND
OL-8669-16
Chapter 10 Sizing Unified CCE Components and Servers
Cisco Agent Desktop Component Sizing
Cisco Agent Desktop Component Sizing
For details on the components and architecture of the Cisco Agent Desktop, see
.
Server capacities for the Cisco Agent Desktop CTI Option vary based on the total number of agents,
whether or not Switched Port Analyzer (SPAN) monitoring and recording is used, and the number of
simultaneous recordings.
whether or not Switched Port Analyzer (SPAN) monitoring and recording is used, and the number of
simultaneous recordings.
This section presents sizing guidelines for the following installable Cisco Agent Desktop Server
components:
components:
•
•
•
Cisco Agent Desktop Base Services
The Cisco Agent Desktop Base Services consist of a set of application servers that run as Microsoft
Windows services. They include Chat Service, Directory Services, Enterprise Service, Unified IP Phone
Agent Service, LDAP Monitor Service, Licensing and Resource Manager Service, Recording and
Statistics Service, and Sync Service. In addition, there are application servers that may be placed on the
same or separate computers as the Base Servers. These additional applications include the VoIP Monitor
Service and the Recording and Playback Service.
Windows services. They include Chat Service, Directory Services, Enterprise Service, Unified IP Phone
Agent Service, LDAP Monitor Service, Licensing and Resource Manager Service, Recording and
Statistics Service, and Sync Service. In addition, there are application servers that may be placed on the
same or separate computers as the Base Servers. These additional applications include the VoIP Monitor
Service and the Recording and Playback Service.
A set of Cisco Agent Desktop Base Services plus the additional application servers, single or redundant
installation, correspond to a logical call center (LCC) and are associated with a PG pair.
installation, correspond to a logical call center (LCC) and are associated with a PG pair.
lists
the maximum number of agents that a single LCC can support for various sizes of enterprises. To support
more agents than shown, you can add additional CAD service (LCC) installations and PG pairs.
more agents than shown, you can add additional CAD service (LCC) installations and PG pairs.
Cisco Agent Desktop VoIP Monitor Service
The VoIP Monitor Service enables the silent monitoring and recording features. For Desktop
Monitoring, the VoIP Monitor Service has no impact on design guidance for Agent PG scalability. When
using Switched Port Analyzer (SPAN) monitoring, the VoIP Monitor Service may be co-located on the
Agent PG for up to 100 agent phones. When SPAN monitoring and recording are required for more than
100 phones, the VoIP Monitor Service must be deployed on a dedicated server (an MCS-30-003-Class
server or equivalent). Each dedicated VoIP Monitor Service can support up to 400 phones if a
100 Megabit NIC is used to connect to the switch, or 1,000 phones if a Gigabit NIC is used.
Monitoring, the VoIP Monitor Service has no impact on design guidance for Agent PG scalability. When
using Switched Port Analyzer (SPAN) monitoring, the VoIP Monitor Service may be co-located on the
Agent PG for up to 100 agent phones. When SPAN monitoring and recording are required for more than
100 phones, the VoIP Monitor Service must be deployed on a dedicated server (an MCS-30-003-Class
server or equivalent). Each dedicated VoIP Monitor Service can support up to 400 phones if a
100 Megabit NIC is used to connect to the switch, or 1,000 phones if a Gigabit NIC is used.
Table 10-5
Maximum Number of Agents Supported by a Logical Call Center (LCC)
Enterprise Size
Desktop Agents
Unified IP Phone
Agents
Agents
CAD Browser
Edition Agents
Edition Agents
Mixed
Small
150
150
150
150 of each
Medium
500
500
500
500 of each
Large
1000
1000
1
1.
Requires CAD version 7.1(2) SR1 or later.
1000
1000 of each