Cisco Cisco Unified Contact Center Enterprise 9.0(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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6.1.1 Notes on Agent Capacity Calculation
For the following sections, the agent count in the capacity specification refers to the number of concurrently logged-in
agents. Consider the following factors when sizing call center resources:
agents. Consider the following factors when sizing call center resources:
CTI OS
Agent Capacity is decreased by 25% when CTI OS Security is enabled.
Mobile Agents
Mobile Agents are defined as agents using phones not directly controlled by Unified CC, irrespective of their physical
location. (The term local agent refers to an agent who uses a phone that is under control of Unified CC, irrespective of
physical location.) Note that agent capacity is decreased for mobile agents.
location. (The term local agent refers to an agent who uses a phone that is under control of Unified CC, irrespective of
physical location.) Note that agent capacity is decreased for mobile agents.
Mobile agents can be configured using either of two delivery modes. The weighting of the decreased capacity is based
on the call delivery mode.
on the call delivery mode.
• Call by Call – In this mode, the mobile agent’s phone is dialed for each incoming call. When the call ends, the
mobile agent’s phone is disconnected before being made ready for the next call.
• Nailed Connection – In this mode, the agent is called once at login, and the line stays connected through multiple
customer calls.
For more details about sizing Mobile agents, refer to Cisco Unified Contact Center Enterprise 7.x Solution Reference
Network Design (SRND) at
Network Design (SRND) at
6.1.2 New Deployments and Technology Refresh
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 when CAD is required) on the same server.
(Unified CM PIM, VRU PIM, CG, CTI OS, and CAD Services when CAD is required) on the same server.
Table 6-3: Progger Servers, Unified CCE, New Deployments / Tech. Refresh
Server Class
Capacity (agents)
Progger with no options
Progger with CAD Services
MCS-30-004-Class
MCS-30-005-Class
MCS-30-005-Class
100
N/A
MCS-40-005-Class
MCS-40-011-Class
MCS-40-011-Class
450
297
NOTE: 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.
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.