Cisco Cisco Unified Contact Center Enterprise 9.0(2) Technical References

 

 

 

Hardware and Software Requirements 

15 

 

 

15 

 

Third-Party Domain Control (3PDC) must be provided for all skill groups 

that will be monitored or routed to by the system software. If a skill group is 
not monitored through 3PDC, no agents will be logged in to that skill group. 
3PDC allows the PG to track login and logout events for the skill group. 
Avaya currently restricts one application to 3PDC of a skill group. 

 

You must enable Event Minimization for the CTI links used by the PG. 

 

For optimal performance, external applications that alter agent state on the 

Avaya ACD ECS should use the Enterprise CTI interface. (Contact your 
Cisco Unified

 

ICM

 

representative for complete and up-to-date information 

on recommended configurations.) 

Each Avaya Ethernet CTI link can support a BHCR of approximately 32,000 in 
normal use by the PG (That is without Post-Routing or third-party call control). 
This value is an approximation and can be affected by the number of agents, 
anticipated peak busy hour call rate, average number of CTI events/calls, and the 
number of splits, trunk groups, and VDNs. Cisco recommends provisioning a 
dedicated Ethernet CTI link for Unified ICM application. 

For more information on Ethernet BHCRs, see the “

” section. 

In order to work with Unified ICM software, the Avaya ACD must meet the 
hardware and software requirements listed in 

 (Note that this table 

shows the requirements for a configuration that uses CMS.) 

 shows the requirements for the “CMS-less” configuration.