Cisco Cisco IPCC Web Option Release Note
Cisco Unified ICM/Contact Center Enterprise & Hosted Editions, Release 7.5,
Hardware and System Software Specification
©2008-2011 Cisco Systems, Inc.
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Table 6-6: Agent PG Servers, Unified CCE, New Deployments / Tech. Refresh
Server Class
Capacity (agents)
Agent PG with
no options
Agent PG with
CAD Services
# PIMs
# CTI OS
Servers
MCS-30-004-Class
MCS-30-005-Class
MCS-30-005-Class
450
297
1
1
MCS-40-005-Class
MCS-40-011-Class
MCS-40-011-Class
2,000
1,000
1
1
MCS-40-005-Class
MCS-40-011-Class
MCS-40-011-Class
4,000
N/A
2-10
2-10
NOTES:
• The CAD Server component (if CAD services are required) should be collocated on the Agent PG server.
For prior installations where CAD server was installed on a separate server, capacity numbers will remain
the same (as shown below) regardless of whether it is collocated or separate.
the same (as shown below) regardless of whether it is collocated or separate.
• Agent capacity is decreased by 25% from the above when CTI OS Security is enabled.
• Agent capacity is further decreased for mobile agents. The weighting of the decreased capacity is based on
• Agent capacity is further decreased for mobile agents. The weighting of the decreased capacity is based on
the call delivery mode for the mobile agent.
For more details about sizing Mobile agents, refer to Cisco Unified Contact Center Enterprise 7.x Solution
Reference Network Design (SRND) at
Reference Network Design (SRND) at
• To estimate Outbound Option agent capacity for Agent PGs, use the following formula:
Max agents = (Maximum PG agent capacity) – (4 x (number of dialer ports))
This is an indicator of platform capacity; this is not an indicator of outbound resources in terms of how
many agents can be kept busy by the number of dialer ports in the deployment. A quick but inexact rule of
thumb is 2 ports required for each outbound agent, but your outbound resources may vary depending on hit
rate, abandon limit, and talk time for the campaigns in the deployment. Use the sizing tool to determine
outbound resources required for your campaigns. Please refer to the Outbound Option chapter of the SRND
(
many agents can be kept busy by the number of dialer ports in the deployment. A quick but inexact rule of
thumb is 2 ports required for each outbound agent, but your outbound resources may vary depending on hit
rate, abandon limit, and talk time for the campaigns in the deployment. Use the sizing tool to determine
outbound resources required for your campaigns. Please refer to the Outbound Option chapter of the SRND
(
) for more details.
• All outbound call scenarios are supported when a mobile agent is deployed using nailed connection call
delivery mode. Outbound call scenarios are not supported when a mobile agent is deployed using call-by-
call call delivery mode.
call call delivery mode.
6.1.3 Common Ground Upgrade
Option 1
- Supports up to 450 Agents
Progger Configuration – The Progger configuration consists of Unified CCE Router, Unified CCE Logger, Agent PG
(Unified CM PIM, VRU PIM, CG, CTI OS, and CAD Services if CAD is required) on the same server.
(Unified CM PIM, VRU PIM, CG, CTI OS, and CAD Services if CAD is required) on the same server.
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A PIM has a maximum agent capacity of 2,000 agents.
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For each PIM, there must be one associated CTI OS server; there is always a 1-to-1 relationship between CTI OS server and PIM