Cisco Cisco Administrative Workstation Release Note
Cisco Unified ICM/Contact Center Enterprise & Hosted Editions, Release 7.5,
Hardware and System Software Specification
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6.2 Unified System Contact Center Enterprise
Agent PG Configuration Options
The following table illustrates various configuration options for the Agent/IVR Controller (which components are
necessary for each PG configuration). Unified System CCE Agent/IVR Controller agent capacity varies based on specific
component configuration.
necessary for each PG configuration). Unified System CCE Agent/IVR Controller agent capacity varies based on specific
component configuration.
NOTE: Agent capacity is further decreased for mobile agents. For more details about sizing mobile agents, refer to Cisco
Unified Contact Center Enterprise 7.x Solution Reference Network Design (SRND) at:
Unified Contact Center Enterprise 7.x Solution Reference Network Design (SRND) at:
Table 6-13: Agent PG Configuration Options, Unified SCCE
With IP-IVR
With CVP
With CAD
With Outbound
System PG: CM
PIM + IVR PIMs
PIM + IVR PIMs
System PG: CM PIM
System PG
System PG
CTI Server
CTI Server
CTI Server
CTI Server
CTI OS
CTI OS
CTI OS
CTI OS
VRU PG
CAD Services
MR PG
Dialer
6.2.1 Unified SCCE Deployment Options
Option 1
- Supports up to: 450 agents
This solution requires the following servers:
1. Central Controller + Agent/IVR Controller:
•
Router
•
Logger
•
System PG
•
CTI Server
•
CTI OS Server
•
Optional Components:
•
VRU PG if Unified Customer Voice Portal (CVP) is the deployed IVR
•
Outbound Option: Campaign Manager, Import, Media Routing PG and Dialer
•
CAD Services
2. Administration & WebView Reporting:
•
Distributor Administrative Workstation
•
Internet Script Editor server
•
WebView
•
HDS
•
Web Administration Server
•
Optional Component:
•
CCMP (MCS-40 class only)