Cisco Cisco IP Contact Center Release 4.6.2 Design Guide
5-11
Cisco Unified Contact Center Enterprise 7.0, 7.1, and 7.2 SRND
OL-8669-16
Chapter 5 Cisco Unified Outbound Option
Call Transfer Timelines
The PortThrottleCount of 10 will allow dialing at a rate of 5 calls per second per Dialer, which should
give Unified CM sufficient headroom to allow for other incoming traffic and even allow for some shared
resources. It is a setting that works well for most situations. If your deployment requires a higher call
rate, ensure that the call rate for all traffic for any one subscriber will not exceed 10 calls per second at
any time. You need to be vigilant to make sure that traffic is not shared across subscribers.
give Unified CM sufficient headroom to allow for other incoming traffic and even allow for some shared
resources. It is a setting that works well for most situations. If your deployment requires a higher call
rate, ensure that the call rate for all traffic for any one subscriber will not exceed 10 calls per second at
any time. You need to be vigilant to make sure that traffic is not shared across subscribers.
Currently, a Unified CM subscriber node running on a dual-processor MCS-7845 server has a maximum
capacity at 10 calls per second. Each Dialer is capable of dialing at a rate of 10 calls per second or
greater. If the solution is deployed in a way that allows for the Unified CM subscribers to be overloaded,
then there is a risk of causing dropped customer calls and inefficient dialing.
capacity at 10 calls per second. Each Dialer is capable of dialing at a rate of 10 calls per second or
greater. If the solution is deployed in a way that allows for the Unified CM subscribers to be overloaded,
then there is a risk of causing dropped customer calls and inefficient dialing.
The throttling mechanism is in each Dialer process, and it is not aware if another Dialer is sharing
Unified CM resources. Therefore, if two Dialers share the same device pool or trunk, then there is a risk
of dropped calls and inefficient dialing. This risk especially applies to failover. If the ports belonging to
one Dialer fail-over to another Unified CM subscriber that is already occupied by another Dialer, again
there is risk of dropped calls and inefficient dialing.
Unified CM resources. Therefore, if two Dialers share the same device pool or trunk, then there is a risk
of dropped calls and inefficient dialing. This risk especially applies to failover. If the ports belonging to
one Dialer fail-over to another Unified CM subscriber that is already occupied by another Dialer, again
there is risk of dropped calls and inefficient dialing.
The Unified CM configuration must be designed and implemented to limit all traffic for a given Dialer
to a distinct Unified CM subscriber node to prevent two Dialers from overwhelming any shared
resources. This means that each Dialer requires separate device pools that point to one and only one
subscriber. Each Dialer also needs its own calling search space, partition, translation pattern, and trunk
configured on its Unified CM subscriber.
to a distinct Unified CM subscriber node to prevent two Dialers from overwhelming any shared
resources. This means that each Dialer requires separate device pools that point to one and only one
subscriber. Each Dialer also needs its own calling search space, partition, translation pattern, and trunk
configured on its Unified CM subscriber.
Transferring to Unified CVP using H.323 and MTP Resources
In cases where the customer is reached but no agents are currently available, or in cases where
unattended campaigns are implemented, calls will be transferred to an IVR. If the solution design uses
Unified CVP with the H.323 protocol, then media termination point (MTP) resources are required when
transferring calls to the IVR. To minimize MTP requirements, the trunks configured for calls transferred
to Unified CVP should be separate from the trunks used for external gateways.
unattended campaigns are implemented, calls will be transferred to an IVR. If the solution design uses
Unified CVP with the H.323 protocol, then media termination point (MTP) resources are required when
transferring calls to the IVR. To minimize MTP requirements, the trunks configured for calls transferred
to Unified CVP should be separate from the trunks used for external gateways.
Call Transfer Timelines
The length of time required to complete call transfer of a customer call to an agent is highly dependent
on the telephony environment. The following factors can add to transfer times:
on the telephony environment. The following factors can add to transfer times:
•
Improperly configured Cisco Unified Communications infrastructure.—Port speed mismatches
between servers or inadequate bandwidth.
between servers or inadequate bandwidth.
•
WAN—WAN unreliable or not configured properly.
•
IP Communicator—Media termination running on a desk top does not have the same system priority
as software running on its own hardware platform like a hard phone. This is not recommended for
Unified Outbound Option usage unless the customer is clearly taking an inexpensive route and is
OK with a less reliable solution.
as software running on its own hardware platform like a hard phone. This is not recommended for
Unified Outbound Option usage unless the customer is clearly taking an inexpensive route and is
OK with a less reliable solution.
•
Call Progress Analysis—When you enable Call Progress Analysis for the campaign, it takes on an
order of a half second or so to differentiate between voice and a answering machine, if the voice
quality is good. When calling cell phones, the voice quality is quite often less than optimal so it
might take the dialer a bit longer to differentiate.
order of a half second or so to differentiate between voice and a answering machine, if the voice
quality is good. When calling cell phones, the voice quality is quite often less than optimal so it
might take the dialer a bit longer to differentiate.