Cisco Cisco IP Contact Center Release 4.6.1 Leaflet
12-31
Cisco Unified Contact Center Enterprise 7.5 SRND
Chapter 12 Bandwidth Provisioning and QoS Considerations
Bandwidth Provisioning
To determine the bandwidth requirements for these voice streams, refer to the Cisco Unified
Communications Solution Reference Network Design (SRND) guide, available at
Communications Solution Reference Network Design (SRND) guide, available at
http://www.cisco.com/en/US/products/sw/voicesw/ps556/products_implementation_design_guides
_list.html
_list.html
Cisco Agent Desktop Applications Bandwidth Usage
The CAD desktop applications include:
•
Cisco Agent Desktop
•
Cisco Supervisor Desktop
•
Cisco Desktop Administrator
•
Cisco Desktop Monitoring Console
These applications also require a certain amount of bandwidth, although far less than the silent
monitoring feature. In addition, the type of communication across the network is bursty. In general,
bandwidth usage is low when the agents are not performing any actions. When features or actions are
requested, the bandwidth increases for the time it takes to perform the action, which is usually less than
one second, then the bandwidth usage drops to the steady-state level. From a provisioning standpoint,
one must determine the probability of all the CAD agents performing a particular action at the same time.
It might be more helpful to characterize the call center and determine the maximum number of
simultaneous actions (in the worst case) to determine instantaneous bandwidth requirements, then
determine what amount of delay is tolerable for a percentage of the requested actions.
monitoring feature. In addition, the type of communication across the network is bursty. In general,
bandwidth usage is low when the agents are not performing any actions. When features or actions are
requested, the bandwidth increases for the time it takes to perform the action, which is usually less than
one second, then the bandwidth usage drops to the steady-state level. From a provisioning standpoint,
one must determine the probability of all the CAD agents performing a particular action at the same time.
It might be more helpful to characterize the call center and determine the maximum number of
simultaneous actions (in the worst case) to determine instantaneous bandwidth requirements, then
determine what amount of delay is tolerable for a percentage of the requested actions.
For example, the raw bandwidth requirement for 1,000 CAD agents logging in simultaneously is about
6.4 kilobytes per second and the login time is about 9 seconds (with no network delay) for each agent.
If the WAN link did not have this much bandwidth, logins would take longer as packets were queued
before being sent and received. If this queuing delay caused the login attempts to take twice as long
(18 seconds in this case), would this delay be acceptable? If not, more bandwidth should be provisioned.
6.4 kilobytes per second and the login time is about 9 seconds (with no network delay) for each agent.
If the WAN link did not have this much bandwidth, logins would take longer as packets were queued
before being sent and received. If this queuing delay caused the login attempts to take twice as long
(18 seconds in this case), would this delay be acceptable? If not, more bandwidth should be provisioned.
Each of these applications communicates with the base CAD services running on server machines. In
addition, the agent desktop application communicates with the CTI server through the CTI OS server for
call control actions and state changes.
addition, the agent desktop application communicates with the CTI server through the CTI OS server for
call control actions and state changes.
lists the types of messaging for each application.
Table 12-9
Messaging Type By CAD Desktop Application
Application Name
Message types
Cisco Agent Desktop
Login/logoff
Agent state changes
Call control
Call status Information
Desktop monitoring and recording
Chat messages
Team performance messages
Report generation
Real-time data refresh
Agent state changes
Call control
Call status Information
Desktop monitoring and recording
Chat messages
Team performance messages
Report generation
Real-time data refresh