Cisco Cisco IP Contact Center Release 4.6.2 Release Note

Consider the following factors when sizing call center resources: 

For 7.0(0) and 7.1(x), Agent Capacity is further decreased by 25% when CTI OS Security is enabled. 

The Mobile Agent feature is introduced for IPCC in 7.1(x). Agent capacity is decreased for mobile agents. 
Mobile Agents are defined as agents using phones not directly controlled by IPCC, irrespective of their physical location. (The term 
local agent refers to an agent who uses a phone that is under control of IPCC, irrespective of physical location.) 
Mobile agents can be configured using either of two delivery modes. The weighting of the decreased capacity is based 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 Up 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 please refer to Cisco Unified Contact center Enterprise 7.x Solution 
Reference Network Design  at 

In tables showing capacity for New Deployments and Technology Refresh, for the new server classes MCS-40-006 and MCS-30-
004, capacity is the same as that of the preceding class (for example, capacity for the MCS-40-006 is identical to capacity for the 
MCS-40-005).