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Cisco Unified Contact Center Enterprise 11.0(1) Release Note

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Cisco Unified ICM/Unified CC Enterprise & Hosted Editions, Release 7.2(x) 
Rev. 1.30 
 
Hardware and System Software Specification 
 
Contents 
©2010 Cisco Systems, Inc. 
                                                                                                                                                      
iii  
Contents 
1
 
OVERVIEW ............................................................................................................................................................ 1
 
1.1
 
U
PDATED 
I
NFORMATION IN THIS 
D
OCUMENT
 ...................................................................................................... 2
 
2
 
REFERENCES ........................................................................................................................................................ 4
 
2.1
 
N
OTE ON 
C
ISCO 
P
RODUCT 
N
AMES
 ..................................................................................................................... 4
 
3
 
SERVERS FOR CISCO CONTACT CENTER APPLICATIONS ....................................................................... 5
 
4
 
SERVER HARDWARE CONFIGURATION GUIDELINES ............................................................................... 6
 
4.1
 
U
NIFIED 
C
ONTACT 
C
ENTER 
M
ANAGEMENT 
P
ORTAL 
D
ATA 
S
TORAGE AND 
B
ACKUP
 .............................................. 9
 
4.1.1
 
Database Sizing........................................................................................................................................... 9
 
5
 
SOFTWARE UPGRADE CONSIDERATIONS .................................................................................................. 10
 
5.1
 
U
PGRADING TO 
U
NIFIED 
ICM/U
NIFIED 
C
ONTACT 
C
ENTER 
R
ELEASE 
7.0(0)........................................................ 10
 
5.2
 
I
NSTALLING 
U
NIFIED 
ICM/U
NIFIED 
C
ONTACT 
C
ENTER 
M
AINTENANCE 
R
ELEASES
 ............................................. 12
 
5.2.1
 
Unified ICM/Unified Contact Center Configuration Limits and Scalability Constraints ............................ 12
 
5.2.2
 
Unified ICM/Unified Contact Center Hardware and Software Requirements ............................................. 15
 
5.3
 
U
NIFIED 
C
ONTACT 
C
ENTER 
E
NTERPRISE 
H
ARDWARE 
R
EQUIREMENTS
 ............................................................... 17
 
5.3.1
 
Notes on Agent Capacity Calculation ........................................................................................................ 18
 
5.3.2
 
New Deployments and Technology Refresh ............................................................................................... 18
 
5.3.3
 
Common Ground Upgrade ........................................................................................................................ 20
 
5.3.4
 
Unified Contact Center Management Portal.............................................................................................. 21
 
5.3.5
 
Remote Silent Monitoring .......................................................................................................................... 22
 
5.4
 
U
NIFIED 
S
YSTEM 
C
ONTACT 
C
ENTER 
E
NTERPRISE 
H
ARDWARE 
R
EQUIREMENTS
 .................................................. 23
 
5.5
 
U
NIFIED 
ICM
 
E
NTERPRISE 
H
ARDWARE 
R
EQUIREMENTS
 .................................................................................... 25
 
5.5.1
 
Note on Agent Capacity............................................................................................................................. 25
 
5.5.2
 
New Deployments and Technology Refresh ............................................................................................... 25
 
5.5.3
 
Common Ground Upgrade ........................................................................................................................ 26
 
5.6
 
U
NIFIED 
C
ONTACT 
C
ENTER 
H
OSTED 
H
ARDWARE 
R
EQUIREMENTS
 ..................................................................... 28
 
5.6.1
 
Unified Contact Center Management Portal Hardware Requirements ....................................................... 29
 
5.6.1.1
 
Drive Partition Layout
 ..................................................................................................................................... 29
 
5.6.1.2
 
Network
 ............................................................................................................................................................ 29
 
5.7
 
U
NIFIED 
ICM
 
H
OSTED 
H
ARDWARE 
R
EQUIREMENTS
.......................................................................................... 31
 
5.8
 
U
NIFIED 
ICM/U
NIFIED 
C
ONTACT 
C
ENTER 
C
OMMON 
C
OMPONENT 
S
ERVER 
R
EQUIREMENTS
 ................................ 32
 
5.8.1
 
Unified ICM/Unified Contact Center Router ............................................................................................. 32
 
5.8.2
 
Unified ICM/Unified Contact Center Logger ............................................................................................. 33
 
5.8.2.1
 
New Deployment and Technology Refresh Upgrade
 .......................................................................................... 33
 
5.8.2.2
 
Common Ground Upgrade
 ................................................................................................................................ 34
 
5.8.3
 
AW – Distributor, HDS, and WebView Server ........................................................................................... 35
 
5.8.3.1
 
New Deployment and Technology Refresh Upgrade
 .......................................................................................... 37
 
5.8.3.2
 
Common Ground Upgrade
 ................................................................................................................................ 38
 
5.8.3.3
 
Dedicated WebView Server
 .............................................................................................................................. 40
 
5.8.4
 
AW – Real-Time Distributor ...................................................................................................................... 41
 
5.8.5
 
AW – Real-Time Client only (Client AW) .................................................................................................. 41
 
5.8.6
 
WebView Client and Internet Script Editor ................................................................................................ 41
 
5.8.7
 
VRU Peripheral Gateway (PG) ................................................................................................................. 42
 
5.8.8
 
Unified Contact Center Gateway ............................................................................................................... 43
 
5.8.9
 
TDM ACD Peripheral Gateway (PG) ........................................................................................................ 43
 
5.8.10
 
Unified ICM/Unified CC SS7 Network Interface Option ....................................................................... 45