Cisco Cisco Unified Contact Center Management Portal 8.5 Leaflet
3-27
Cisco Unified Contact Center Enterprise 7.5 SRND
Chapter 3 Design Considerations for High Availability
Peripheral Gateway Design Considerations
impact routing and reporting. Additionally, agent teams and supervisors cannot cross peripherals, so
careful consideration must be given to which agent groups are allocated to each PIM/Peripheral in such
a design.
careful consideration must be given to which agent groups are allocated to each PIM/Peripheral in such
a design.
In designs where Unified CCE is deployed with Unified CVP, the Cisco Unified Communications Sizing
Tool might show that the Unified CM cluster can support more than 2,000 total agents; however, the CTI
Manager and JTAPI interfaces are tested and supported with a maximum of only 2,000 agents. In order
to allow for a design that could have a single Unified CM cluster with more than 2,000 agents, a second
Agent PIM can be configured to support the additional agents (up to a total of 4,000 agents per PG).
Tool might show that the Unified CM cluster can support more than 2,000 total agents; however, the CTI
Manager and JTAPI interfaces are tested and supported with a maximum of only 2,000 agents. In order
to allow for a design that could have a single Unified CM cluster with more than 2,000 agents, a second
Agent PIM can be configured to support the additional agents (up to a total of 4,000 agents per PG).
Note
This configuration is not supported in the Unified System CCE model.
illustrates a single Unified CCE PG with two different PIMs pointing to the same
Unified CM cluster.
Figure 3-16
Two PIMs Configured to the Same Unified CM Cluster
Note
In order to size the Unified CM cluster properly for Unified CCE, you must use the Cisco Unified
Communications Sizing Tool (Unified CST).
Communications Sizing Tool (Unified CST).
CTI OS
Server
CTI OS
Server
PIM
PIM
CCM CTI
Gateway
CCM CTI
Gateway
CTI Server
OPC
SUB 1
SUB 2
Publisher
Unified CM Cluster
188803