Cisco Cisco IPCC Web Option Leaflet
10-12
Cisco Unified Contact Center Enterprise 7.5 SRND
Chapter 10 Sizing Unified CCE Components and Servers
Sizing Considerations for Unified CCE
For the most current hardware specifications for WebView and HDS servers, refer to the latest version
of the Hardware & System Software Specification (Bill of Materials) for Cisco ICM/IPCC Enterprise &
Hosted Editions, available at
of the Hardware & System Software Specification (Bill of Materials) for Cisco ICM/IPCC Enterprise &
Hosted Editions, available at
Additional Sizing Factors
Many variables in the Unified CCE configuration and deployment options can affect the hardware
requirements and capacities. This section describes the major sizing variables and how they affect the
capacity of the various Unified CCE components. In addition,
requirements and capacities. This section describes the major sizing variables and how they affect the
capacity of the various Unified CCE components. In addition,
summarizes the sizing
variables and their effects.
Busy Hour Call Attempts (BHCA)
The number of calls attempted during a busy hour is an important metric. As BHCA increases, there is
an increase in the load on all Unified CCE components, most notably on Unified CM, Unified IP IVR,
and the Unified CM PG. The capacity numbers for agents assume up to 30 calls per hour per agent. If a
deployment requires more than 30 calls per hour per agent, it will decrease the maximum number of
supported agents for the agent PG and should be handled on a case-by-case basis.
an increase in the load on all Unified CCE components, most notably on Unified CM, Unified IP IVR,
and the Unified CM PG. The capacity numbers for agents assume up to 30 calls per hour per agent. If a
deployment requires more than 30 calls per hour per agent, it will decrease the maximum number of
supported agents for the agent PG and should be handled on a case-by-case basis.
Agents
The number of agents is another important metric that will impact the performance of most Unified CCE
server components, including Unified CM clusters. For the impact of agents on the performance of
Unified CM components, see
server components, including Unified CM clusters. For the impact of agents on the performance of
Unified CM components, see
Average Skill Groups per Agent
The number of skill groups per agent (which is independent of the total number of skills per system) has
significant effects on the CTI OS Server, the Agent PG, and the Unified ICM Router and Logger. Cisco
recommends that you limit the number of skill groups per agent to 5 or fewer, when possible, and that
you periodically remove unused skill groups so that they do not affect system performance. You can also
manage the effects on the CTI OS server by increasing the value for the frequency of statistical updates.
significant effects on the CTI OS Server, the Agent PG, and the Unified ICM Router and Logger. Cisco
recommends that you limit the number of skill groups per agent to 5 or fewer, when possible, and that
you periodically remove unused skill groups so that they do not affect system performance. You can also
manage the effects on the CTI OS server by increasing the value for the frequency of statistical updates.
shows examples of how the number of skill groups per agent can affect the capacity of the
Unified CCE system. The numbers in
are based on the information listed in the section on
, and it shows capacity per CTI OS instance.
WebView (WV)
Users
Users
400 to
450
450
450 to
500
500
500 to
550
550
550 to
600
600
600 to
650
650
650 to
700
700
700 to
750
750
750 to
800
800
Servers Required
3 HDS
9 WV
3 HDS
10 WV
3 HDS
11 WV
3 HDS
12 WV
4 HDS
13 WV
4 HDS
14 WV
4 HDS
15 WV
4 HDS
16 WV
Server Type
GEN-
50-005
-Class
50-005
-Class
GEN-
50-005
-Class
50-005
-Class
GEN-
50-005
-Class
50-005
-Class
GEN-
50-005
-Class
50-005
-Class
GEN-
50-005
-Class
50-005
-Class
GEN-
50-005
-Class
50-005
-Class
GEN-
50-005
-Class
50-005
-Class
GEN-
50-005
-Class
50-005
-Class
Server Type (WV)
MCS-
40-005
40-005
MCS-
40-005
40-005
MCS-
40-005
40-005
MCS-
40-005
40-005
MCS-
40-005
40-005
MCS-
40-005
40-005
MCS-
40-005
40-005
MCS-
40-005
40-005