Cisco Cisco IPCC Web Option Design Guide
11-12
Cisco Unified Contact Center Enterprise 7.0, 7.1, and 7.2 SRND
OL-8669-16
Chapter 11 Sizing Cisco Unified Communications Manager Servers
Cisco Unified Mobile Agent
Step 4
Upgrade each backup server, one server at a time.
Note
Cisco does not recommend that you oversubscribe the backup server or servers during the
upgrade. You should have no more than the maximum of 500 Unified CCE agents registered to
the backup server during the upgrade. Perform the upgrade during off-peak hours when the call
volume is low.
upgrade. You should have no more than the maximum of 500 Unified CCE agents registered to
the backup server during the upgrade. Perform the upgrade during off-peak hours when the call
volume is low.
Step 5
Upgrade each primary server that has the Cisco CallManager service running on it. Remember to
upgrade one server at a time. During the upgrade of the second primary subscriber, there will be some
outage for users and agents subscribed on that server, until the server is upgraded. Similarly, when you
upgrade the fourth primary subscriber, there will be some outage for users and agents subscribed on that
server, until the server is upgraded.
upgrade one server at a time. During the upgrade of the second primary subscriber, there will be some
outage for users and agents subscribed on that server, until the server is upgraded. Similarly, when you
upgrade the fourth primary subscriber, there will be some outage for users and agents subscribed on that
server, until the server is upgraded.
Cisco Unified Mobile Agent
Cisco Unified CCE 7.1 added a new feature called Cisco Unified Mobile Agent. Unified Mobile Agent
requires the use of two CTI ports per contact center call. One CTI port controls the caller endpoint, and
the other CTI port controls the selected agent endpoint. The actual RTP stream is between the two
endpoints and is not bridged through these two CTI ports. However, there is additional call processing
activity on Unified CM when setting up calls to mobile agents via these two CTI ports (when compared
with setting up calls to local Unified CCE agents).
requires the use of two CTI ports per contact center call. One CTI port controls the caller endpoint, and
the other CTI port controls the selected agent endpoint. The actual RTP stream is between the two
endpoints and is not bridged through these two CTI ports. However, there is additional call processing
activity on Unified CM when setting up calls to mobile agents via these two CTI ports (when compared
with setting up calls to local Unified CCE agents).
While mobile agents may essentially log in from any location (via the agent desktop) where they have a
high-quality broadband connection and a PSTN phone, they will still be associated logically with a
particular Unified CCE Peripheral and Unified CM cluster, even if the voice gateway used to call the
mobile agent is registered with a different Unified CM cluster. The agent desktop is configured with
the IP address of the PG and/or CTI server to which it is associated.
high-quality broadband connection and a PSTN phone, they will still be associated logically with a
particular Unified CCE Peripheral and Unified CM cluster, even if the voice gateway used to call the
mobile agent is registered with a different Unified CM cluster. The agent desktop is configured with
the IP address of the PG and/or CTI server to which it is associated.
For specific Unified CM node and cluster sizing for Unified CCE deployments, the Cisco Unified CM
Capacity Tool or the Unified Communications Sizing Tool must be used. When sizing the Unified CM
cluster, input the maximum number of simultaneously logged-in mobile agents.
Capacity Tool or the Unified Communications Sizing Tool must be used. When sizing the Unified CM
cluster, input the maximum number of simultaneously logged-in mobile agents.
For more details on Cisco Unified Mobile Agent architecture, deployment models, and Unified CCE
sizing, see the chapter on
sizing, see the chapter on
.