Cisco Cisco IP Contact Center Release 4.6.1 Leaflet

As with the previous multi-site, multi-cluster deployment, the RSM tracks the state of the entire 
enterprise. This means that a supervisor could dial in from either site (or anywhere in the world via 
PSTN) and listen to an agent in Atlanta or Austin.

As part of the network planning done before deploying the RSM solution, you should verify that the 
network infrastructure can support the bandwidth requirements of RSM.

The RSM solution has connectivity with multiple components in the larger Cisco environment (as the 
diagrams in the previous section demonstrate). 

 lists these components, along with the nature 

of the data exchanged and the relative bandwidth requirements of that data. If RSM exchanges multiple 
types of data with a specific component, it is listed multiple times.

Currently, the simulated phones on the RSM server support using only G.711 mu-law to monitor agent 
phones. This is primarily a limitation of the BiB (built-in-bridge) on the agent phone itself.

For bandwidth usage information, refer to the Cisco Voice Over IP - Per Call Bandwidth Consumption 
TechNote, available at

VRU

Service Requests / 
Responses

TCP (HTTP)

Textual

Minimal

< 500 ms avg.

VRU

Requested Voice Data 
from PhoneSim to VRU

TCP (HTTP)

G711, chunked transfer 
mode encoding

High
(about 67 to 87 kbps 
per session)

< 400 ms avg.

Unified CM

AXL for Phone DN to 
Device ID Translation

TCP (HTTP, 
SOAP)

Textual (XML)

Minimal

< 500 ms avg.

Unified CM

Issuance of Agent 
Phone Monitoring

TCP (JTAPI)

Binary (JTAPI stream)

Minimal

< 300 ms avg.

CTI OS Server 
(PG)

Environment Events / 
Supervisor Logins

TCP (CTI OS) Binary (CTI OS stream) Minimal

(< 1000 agents)

Moderate
(> 1000 agents)

(with 2000 agents, 
about 100 kbps)

< 300 ms avg.

Agent Phones

Simulated Phone 
Signaling

TCP or UDP 
(SIP)

Textual

Minimal

< 400 ms avg.

Agent Phones

Monitored Phone Voice 
Data

UDP (RTP)

Binary (G.711)

High 
(about 67 to 87 kbps 
per session)

< 400 ms avg.