Cisco Cisco IP Contact Center Release 4.6.2 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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1 Overview
The purpose of this document is to specify the hardware and system software compatible with and required for the Cisco
Unified Intelligent Contact Management (Unified ICM) and Cisco Unified Contact Center (Unified CC) products
Unified Intelligent Contact Management (Unified ICM) and Cisco Unified Contact Center (Unified CC) products
The information contained herein is intended for use by Certified Partners and Cisco sales and system engineers, for pre-sales
hardware planning and third-party software selection, as well as for incremental system updates. In all cases, the reader is
assumed to be familiar with the Unified ICM/Contact Center product at an overview level, and to understand high level
deployment models and essential application server types such as Logger and PG.
hardware planning and third-party software selection, as well as for incremental system updates. In all cases, the reader is
assumed to be familiar with the Unified ICM/Contact Center product at an overview level, and to understand high level
deployment models and essential application server types such as Logger and PG.
Release 7.5(1) and subsequent 7.5(x) maintenance releases (MR). This document is applicable to both the Enterprise and
Hosted options of the Unified ICM and Unified Contact Center solutions.
Hosted options of the Unified ICM and Unified Contact Center solutions.
Document content will be updated periodically for technical clarification and to align with subsequently qualified hardware
and third-party software. Document updates are typically synchronized with minor and maintenance releases and include
updated support policy details for Microsoft Service Pack (SP) support qualified for the release. Note that while newly
available hardware might be added to this document following initial publication, existing hardware server specifications
originally published for a specific configuration will not be rendered obsolete by any subsequent release 7.5 specification
update.
and third-party software. Document updates are typically synchronized with minor and maintenance releases and include
updated support policy details for Microsoft Service Pack (SP) support qualified for the release. Note that while newly
available hardware might be added to this document following initial publication, existing hardware server specifications
originally published for a specific configuration will not be rendered obsolete by any subsequent release 7.5 specification
update.
Release Terminology: Major, Minor and Maintenance Releases
Despite adhering to the numbering identification scheme of a minor release, release 7.5(1) of the Enterprise and Hosted
editions of Unified ICM and Unified Contact Center is a major release of the software. This is the case based on product
scope, packaging, and installation considerations. The 7.5(1) release is installed using full media, and not the Cisco Patch
Installer utility used for Minor and Maintenance Releases. All additional Cisco lifecycle and maintenance considerations of a
major release thus apply to 7.5(1).
editions of Unified ICM and Unified Contact Center is a major release of the software. This is the case based on product
scope, packaging, and installation considerations. The 7.5(1) release is installed using full media, and not the Cisco Patch
Installer utility used for Minor and Maintenance Releases. All additional Cisco lifecycle and maintenance considerations of a
major release thus apply to 7.5(1).
Hardware, System Software
To simplify mapping of the hardware server configurations across various deployments, server hardware is identified as a
“server class” for both MCS and vendor-sourced (“generic”) servers. A server class contains one or more hardware types,
based on category of processor family, memory, and hard drive configuration appropriate for the specified application.
Server classes are detailed in
“server class” for both MCS and vendor-sourced (“generic”) servers. A server class contains one or more hardware types,
based on category of processor family, memory, and hard drive configuration appropriate for the specified application.
Server classes are detailed in
, and Capacity Sizing
Appendix A – Server Classes
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Hardware and associated system software are specified by Unified ICM/Contact Center system server configuration with
consideration for both the overall deployment model and the specific server software component configuration. Capacity
sizing is an integral factor in proper requirement specification. Where requirements are tiered by system sizing, defined
operating conditions and representative sizing thresholds (such as the maximum number of supported agents) are indicated.
Special consideration is provided for installations upgrading to Release 7.5(1) on existing hardware. A summary of system
configuration boundaries is also provided, followed by specific Unified ICM/Contact Center solution deployments and the
applicable corresponding hardware and software requirements, by server node type and capacity range. Each configuration
is prefaced with a representative set of primary operating conditions on which sizing is based, with exceptions and special
considerations called out under the applicable server node.
consideration for both the overall deployment model and the specific server software component configuration. Capacity
sizing is an integral factor in proper requirement specification. Where requirements are tiered by system sizing, defined
operating conditions and representative sizing thresholds (such as the maximum number of supported agents) are indicated.
Special consideration is provided for installations upgrading to Release 7.5(1) on existing hardware. A summary of system
configuration boundaries is also provided, followed by specific Unified ICM/Contact Center solution deployments and the
applicable corresponding hardware and software requirements, by server node type and capacity range. Each configuration
is prefaced with a representative set of primary operating conditions on which sizing is based, with exceptions and special
considerations called out under the applicable server node.
Cisco strives to enhance the usefulness of this document by ensuring accurate detailed technical information backed by an
extensive in-house testing and qualification effort. We have increased the amount of sizing and system boundary
information to more accurately portray expected capacity and sizing limitations of specific deployments. The reader must
recognize, however, that the Unified ICM and Unified Contact Center systems are by design highly scalable and complex
distributed systems, and it is often difficult to characterize representative configuration and workload / call flow scenarios –
particularly for the high-end Unified ICM Enterprise and Unified ICM Hosted customer. Cisco often defaults to a
conservative stance in sizing limitations to arrive at capacities that have the broadest level of applicability. For this reason,
extensive in-house testing and qualification effort. We have increased the amount of sizing and system boundary
information to more accurately portray expected capacity and sizing limitations of specific deployments. The reader must
recognize, however, that the Unified ICM and Unified Contact Center systems are by design highly scalable and complex
distributed systems, and it is often difficult to characterize representative configuration and workload / call flow scenarios –
particularly for the high-end Unified ICM Enterprise and Unified ICM Hosted customer. Cisco often defaults to a
conservative stance in sizing limitations to arrive at capacities that have the broadest level of applicability. For this reason,
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System software consists of the operating system, database server, and other third-party applications.