Cisco Cisco Unified Contact Center Enterprise 9.0(2) Leaflet
11-5
Cisco Unified Contact Center Enterprise 7.5 SRND
Chapter 11 Sizing Cisco Unified Communications Manager Servers
Sizing Tools
15 seconds, then the average IVR port handle time per call will be 1 minute and the BHCA per IVR port
will be 60 (60/1). If you have services that use different call treatment times and different ASAs, then
you must compute a weighted average.
will be 60 (60/1). If you have services that use different call treatment times and different ASAs, then
you must compute a weighted average.
IP IVR Self Service Inputs
For the IP IVR Self Service input fields, you can again use the Unified CCE Resource Calculator to
determine the number of IVR ports for self-service applications. However, the Cisco Unified CM
Capacity Tool also expects you to input the BHCA per IVR port for self service. To compute this value,
you must divide 60 by the self-service average call duration. If you have self-service applications that
have different handling times, then you must compute a weighted average.
determine the number of IVR ports for self-service applications. However, the Cisco Unified CM
Capacity Tool also expects you to input the BHCA per IVR port for self service. To compute this value,
you must divide 60 by the self-service average call duration. If you have self-service applications that
have different handling times, then you must compute a weighted average.
CTI Route Points Input
This input is the quantity of dialed numbers in your call center that require call center treatment. The
number of CTI Route Points entered has only minimal impact on Unified CM resource consumption.
The resource consumption of processing the CTI route points associated with the ICM JTAPI user is
included in the resource consumption for Unified CCE agents. The resource consumption of processing
the CTI route points associated with the IP IVR JTAPI user is included in the resource consumption for
the IP IVR ports.
number of CTI Route Points entered has only minimal impact on Unified CM resource consumption.
The resource consumption of processing the CTI route points associated with the ICM JTAPI user is
included in the resource consumption for Unified CCE agents. The resource consumption of processing
the CTI route points associated with the IP IVR JTAPI user is included in the resource consumption for
the IP IVR ports.
Voice Gateway Inputs
The number of voice gateways has only minimal impact on Unified CM resource consumption, but the
number of DS0s and the BHCA per DS0 do have a significant impact on resource consumption.
number of DS0s and the BHCA per DS0 do have a significant impact on resource consumption.
The Unified CCE Resource Calculator determines the number of voice gateway ports required as input
to the Cisco Unified CM Capacity Tool. However, in order to compute the BHCA per voice gateway
port, you must divide 60 by the average call duration of calls using the voice gateway ports. The average
call duration of calls using the voice gateway is a sum of call treatment time, self service application
time, average queue time, and agent talk time. For example, if the average call has 60 seconds of call
treatment followed by 120 seconds of self-service followed by 30 seconds of queuing followed by
150 seconds of agent talk time, then the average call duration of calls using voice gateway ports is
360 seconds (6 minutes). Therefore, the BHCA per voice gateway port would be 10 (60/6). In most call
centers, computing the average call duration requires computing a weighted average. The online help for
the Cisco Unified CM Capacity Tool provides an example of a weighted average.
to the Cisco Unified CM Capacity Tool. However, in order to compute the BHCA per voice gateway
port, you must divide 60 by the average call duration of calls using the voice gateway ports. The average
call duration of calls using the voice gateway is a sum of call treatment time, self service application
time, average queue time, and agent talk time. For example, if the average call has 60 seconds of call
treatment followed by 120 seconds of self-service followed by 30 seconds of queuing followed by
150 seconds of agent talk time, then the average call duration of calls using voice gateway ports is
360 seconds (6 minutes). Therefore, the BHCA per voice gateway port would be 10 (60/6). In most call
centers, computing the average call duration requires computing a weighted average. The online help for
the Cisco Unified CM Capacity Tool provides an example of a weighted average.
Percent Transfer and Conference Inputs
If transfers or conferences are to other agents, be sure to account for those calls in the agent count and
the per-agent BHCA rate.
the per-agent BHCA rate.
CTI 3rd-Party Controlled Lines
You must also take into consideration agents who have their own phones but are not active. The reason
is that their phones are JTAPI monitored, even if the agents are not logged in. Use this field for this type
of situation. For example, in a scenario where there are 1500 configured agents and up to 500 of these
agents are concurrently logged in at any time, enter 500 in the Unified CCE Agent Inputs field and
1000 in the CTI 3rd-Party Controlled Lines field. For these 1000 CTI 3rd-Party Controlled Lines,
enter 0 in the BHCA and BHT column of the Cisco Unified CM Capacity Tool.
is that their phones are JTAPI monitored, even if the agents are not logged in. Use this field for this type
of situation. For example, in a scenario where there are 1500 configured agents and up to 500 of these
agents are concurrently logged in at any time, enter 500 in the Unified CCE Agent Inputs field and
1000 in the CTI 3rd-Party Controlled Lines field. For these 1000 CTI 3rd-Party Controlled Lines,
enter 0 in the BHCA and BHT column of the Cisco Unified CM Capacity Tool.
Other Capacity Tool Inputs
In addition to the information in the contact center section of the capacity tool, it is also important to
include information regarding transcoding, media termination points (MTPs), and conference resources
as well as details on the dial plan.
include information regarding transcoding, media termination points (MTPs), and conference resources
as well as details on the dial plan.