Cisco Cisco Unified Contact Center Enterprise 9.0(2) Design Guide
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Cisco Unified Contact Center Enterprise 7.0, 7.1, and 7.2 SRND
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Chapter 11 Sizing Cisco Unified Communications Manager Servers
Cluster Guidelines and Considerations
Percent Transfer and Conference Inputs
If transfers or conferences are to other agents, be sure to account for those calls in the agent count and
the per-agent BHCA rate.
the per-agent BHCA rate.
CTI 3rd-Party Controlled Lines
You must also take into consideration agents who have their own phones but are not active. The reason
is that their phones are JTAPI monitored, even if the agents are not logged in. Use this field for this type
of situation. For example, in a scenario where there are 1500 configured agents and up to 500 of these
agents are concurrently logged in at any time, enter 500 in the IPCC Agent Inputs field and 1000 in the
CTI 3rd-Party Controlled Lines field.
is that their phones are JTAPI monitored, even if the agents are not logged in. Use this field for this type
of situation. For example, in a scenario where there are 1500 configured agents and up to 500 of these
agents are concurrently logged in at any time, enter 500 in the IPCC Agent Inputs field and 1000 in the
CTI 3rd-Party Controlled Lines field.
Other Capacity Tool Inputs
In addition to the information in the contact center section of the capacity tool, it is also important to
include information regarding transcoding, media termination points (MTPs), and conference resources
as well as details on the dial plan.
include information regarding transcoding, media termination points (MTPs), and conference resources
as well as details on the dial plan.
Cisco Unified Communications Sizing Tool
The Cisco Unified Communications Sizing Tool (Unified CST) can help you quickly and accurately size
large and complex Unified Communications Systems. This tool supports sizing of many Unified
Communications components, such as Unified CM, Unified CCE, Unified IP IVR, Unified CVP,
gateways, and Expert Advisor.
large and complex Unified Communications Systems. This tool supports sizing of many Unified
Communications components, such as Unified CM, Unified CCE, Unified IP IVR, Unified CVP,
gateways, and Expert Advisor.
The Cisco Unified Communications Sizing Tool is available to Cisco employees and Cisco partners.
Refer to the documentation for this tool for more details and instructions.
Refer to the documentation for this tool for more details and instructions.
Cluster Guidelines and Considerations
The following guidelines apply to all Unified CM clusters with Unified CCE.
Note
A cluster may contain a mix of server platforms, but is strongly discouraged except in migration/upgrade
scenarios. All primary and failover backup server pairs must be of the same type. All servers in the
cluster must run the same Unified CM software release and service pack.
scenarios. All primary and failover backup server pairs must be of the same type. All servers in the
cluster must run the same Unified CM software release and service pack.
•
Within a cluster, you may enable a maximum of 8 servers with the Cisco CallManager Service,
including backup servers. Additional servers may be used for more dedicated functions such as
TFTP, publisher, music on hold, and so forth.
including backup servers. Additional servers may be used for more dedicated functions such as
TFTP, publisher, music on hold, and so forth.
•
You can configure a maximum of 2500 JTAPI monitored devices (logged-in agent phones, agent
phones not logged in, CTI Route Points, and CTI ports) with a maximum of 15,000 BHCA per
MCS-7845 server model. This means a maximum of 10,000 JTAPI monitored devices with a
maximum of 60K BHCA per cluster. The BHCA maximum assumes a consistent call arrival of
4.16 calls per second (CPS) during the busy hour, with only small variations or peaks (no more than
20% peak or 5 CPS) around the average calls per second.
phones not logged in, CTI Route Points, and CTI ports) with a maximum of 15,000 BHCA per
MCS-7845 server model. This means a maximum of 10,000 JTAPI monitored devices with a
maximum of 60K BHCA per cluster. The BHCA maximum assumes a consistent call arrival of
4.16 calls per second (CPS) during the busy hour, with only small variations or peaks (no more than
20% peak or 5 CPS) around the average calls per second.
•
Each Unified CM cluster (four primary and four backup subscriber servers) can support up to 2,000
Unified CCE agents. This limit assumes that the BHCA call load and all configured devices are
spread equally among the eight call processing servers with 1:1 redundancy. (See
Unified CCE agents. This limit assumes that the BHCA call load and all configured devices are
spread equally among the eight call processing servers with 1:1 redundancy. (See
, for redundancy schemes.) Each of the eight Unified CM servers
(MCS-7845 High Performance Servers) would support a maximum of 250 agents. In a failover