Cisco Cisco Unified Contact Center Enterprise 9.0(2) Leaflet
10-19
Cisco Unified Contact Center Enterprise 7.5 SRND
Chapter 10 Sizing Unified CCE Components and Servers
Cisco Agent Desktop Component Sizing
Cisco Agent Desktop Base Services
The Cisco Agent Desktop Base Services consist of a set of application servers that run as Microsoft
Windows services. They include Chat Service, Directory Services, Enterprise Service, Unified IP Phone
Agent Service, LDAP Monitor Service, Licensing and Resource Manager Service, Recording and
Statistics Service, and Sync Service. In addition, there are application servers that may be placed on the
same or separate computers as the Base Servers. These additional applications include the VoIP Monitor
Service and the Recording and Playback Service.
Windows services. They include Chat Service, Directory Services, Enterprise Service, Unified IP Phone
Agent Service, LDAP Monitor Service, Licensing and Resource Manager Service, Recording and
Statistics Service, and Sync Service. In addition, there are application servers that may be placed on the
same or separate computers as the Base Servers. These additional applications include the VoIP Monitor
Service and the Recording and Playback Service.
A set of Cisco Agent Desktop Base Services plus the additional application servers, single or redundant
installation, correspond to a logical call center (LCC) and are associated with a PG pair.
installation, correspond to a logical call center (LCC) and are associated with a PG pair.
lists
the maximum number of agents that a single LCC can support for various sizes of enterprises. To support
more agents than shown, you can add additional CAD service (LCC) installations and PG pairs.
more agents than shown, you can add additional CAD service (LCC) installations and PG pairs.
**
* Unified IP Phone Agents and CAD Browser Edition Agents have a limit of 4000 BHCA per PG pair,
as clarified in the following CAD Browser Edition and Unified IP PHone Agents support matrix.
as clarified in the following CAD Browser Edition and Unified IP PHone Agents support matrix.
Cisco Agent Desktip VoIP Monitor Service
The VoIP Monitor Service enables the silent monitoring and recording features. For Desktop
Monitoring, the VoIP Monitor Service has no impact on design guidance for Agent PG scalability. When
using Switched Port Analyzer (SPAN) monitoring, the VoIP Monitor Service may be co-located on the
Agent PG for up to 100 agent phones. When SPAN monitoring and recording are required for more than
100 phones, the VoIP Monitor Service must be deployed on a dedicated server (an MCS-30-003-Class
server or equivalent). Each dedicated VoIP Monitor Service can support up to 400 phones if a
100 Megabit NIC is used to connect to the switch, or 1,000 phones if a Gigabit NIC is used.
Monitoring, the VoIP Monitor Service has no impact on design guidance for Agent PG scalability. When
using Switched Port Analyzer (SPAN) monitoring, the VoIP Monitor Service may be co-located on the
Agent PG for up to 100 agent phones. When SPAN monitoring and recording are required for more than
100 phones, the VoIP Monitor Service must be deployed on a dedicated server (an MCS-30-003-Class
server or equivalent). Each dedicated VoIP Monitor Service can support up to 400 phones if a
100 Megabit NIC is used to connect to the switch, or 1,000 phones if a Gigabit NIC is used.
Table 10-5
Maximum Number of Agents Supported by a Logical Call Center (LCC)
Enterprise Size
Desktop Agents
Unified IP Phone
Agents*
Agents*
CAD Browser
Edition Agents*
Edition Agents*
Mixed
Small
150
150
Medium
500
500
Large
1000
1000
Duration of
calls
(minutes)
calls
(minutes)
Agents for
1 PG
1 PG
Agents
for2 PGs
for2 PGs
Agents for
3 PGs
3 PGs
Agents fo4
4 PGs
4 PGs
Agents for
5 PGs
5 PGs
Agents for
6 PGs
6 PGs
1
67
133
200
267
333
400
2
133
267
400
533
667
800
3
200
400
600
800
1000
1200
4
267
533
800
1067
1333
1600
5
333
667
1000
1333
1667
2000
6
400
800
1200
1600
2000
2400
12
800
1600
2400
3200
4000
4800