Cisco Cisco Unified Contact Center Enterprise 8.5(1) Prospecto

A = Number of agent states. (Varies based on call flow; average = 10.)

N = Number of agents per supervisor.

R = The skill group refresh rate configured on the CTI OS Server. (Default = 10 seconds.)

(Y 

 (N + 1) / R) = Number of updates per second, based on skill groups.

(Z 

 N  A) / 3600 = Number of updates per second, based on calls.

The CTI OS Supervisor desktop is not impacted as long as there are fewer than 31 updates per second. 
This threshold value is derived by using the above formula to calculate the update rate for 50 agents per 
supervisor (N = 50), as follows:

X = (5 

 (50 + 1) / 10) + ((30  50  10) / 3600) = 25.5 + 5 = 31 updates per second

The maximum number of agents per supervisor must not exceed 200 for any given configuration, still 
holding updates per sec to a max of 31 with the above formula.

A CTI OS Monitor Mode application can impact the performance of the CTI OS Server. CTI OS supports 
only two such applications per server pair. Depending on the filter specified, the impact on the CPU 
utilization might degrade the performance of the Agent PG.

Each silently monitored call adds more processing for the PG as well as Unified CM. Each silently 
monitored call is equivalent to two unmonitored calls to an agent. Make sure that the percentage of the 
monitored calls is within the capabilities of PG scalability.

The skill group statistics refresh rate can also have an effect on the performance of CTI OS Server. Cisco 
requires that you do not lower the refresh rate below the default value of 10 seconds.

The call type is also an important metric that will impact performance of most Unified CCE server 
components. An increase in the number of transfers and conferences will increase the load on the system 
and, thus, decrease the total capacity.

The Unified IP IVR and Unified Customer Voice Portal (CVP) place calls in a queue and plays 
announcements until an agent answers the call. For sizing purposes, it is important to know whether the 
IVR will handle all calls initially (call treatment) and direct the callers to agents after a short queuing 
period, or whether the agents will handle calls immediately and the IVR will queue only unanswered 
calls when all agents are busy. The answer to this question determines very different IVR sizing 
requirements and affects the performance of the Unified ICM Router/Logger and Voice Response Unit 
(VRU) PG. Required VRU ports can be determined using the Cisco Unified CCE Resource Calculator. 
(See 

, for more information.)

Sizing the translation route pool depends on the expected call arrival rate. Use the following formula to 
size the translation route pool:

Translation route pool = 20

 (Calls per second)