Cisco Cisco IP Contact Center Release 4.6.1 Leaflet

 lists the topics that are new in this chapter or that have changed significantly from previous 

releases of this document.

Before attempting to size a Unified CM cluster for a Unified CCE deployment, you should perform the 
following design tasks:

Determine the different types of call flows.

Determine the required deployment model (single site, centralized, distributed, clustering over the 
WAN, or remote branches within centralized or distributed deployments).

Determine whether CVP or IP IVR will be used for call treatment, self service, and queueing.

Determine the protocols to be used.

Determine redundancy requirements.

Determine all other customer requirements for Cisco Unified Communications that will share a 
Unified CM cluster with a Unified CCE deployment (such as Cisco Unified IP Phones, applications 
that are not part of Unified CCE, route patterns, and so forth).

Once you have completed these tasks, you can begin to accurately size the necessary Unified CM 
cluster(s). Many factors impact the sizing of a Unified CM cluster, and the following list mentions some 
of those factors:

Number of office phones and the busy hour call attempt (BHCA) rate per phone

Number of inbound agent phones and the BHCA rate per phone

Number of CTI ports and the BHCA rate on those VoIP endpoints (can be zero if CVP is used for 
call treatment, self service, and queuing)

Number of voice gateway ports and the BHCA rate on those VoIP endpoints

Number of outbound agent phones, outbound dialing mode, and BHCA rate per phone

The number of outbound dialer ports, number of IVR ports for outbound campaigns, and the BHCA 
rate per port for both

The number of mobile agents and the BHCA rate per mobile agent

Computer Telephony Integration (CTI) capacity 
limits

Deployment with a single PG per Unified CM 
cluster versus a PG per Unified CM subscriber

Support of 4,000 agents per Unified CM cluster

Using the publisher server for failover