Cisco Cisco Unified Contact Center Enterprise 8.5(1) Prospecto
10-16
Cisco Unified Contact Center Enterprise 7.5 SRND
Chapter 10 Sizing Unified CCE Components and Servers
Peripheral Gateway and Server Options
This calculation is specific to Unified CCE. For more general Unified ICM deployments, you should
consult your Cisco Account Team or Partner.
consult your Cisco Account Team or Partner.
Unified ICM Script Complexity
As the complexity and/or number of Unified ICM scripts increase, the processor and memory overhead
on the Unified ICM Router and VRU PG will increase significantly. The delay time between replaying
Run VRU scripts also has an impact.
on the Unified ICM Router and VRU PG will increase significantly. The delay time between replaying
Run VRU scripts also has an impact.
Reporting
Real-time reporting can have a significant effect on Logger, Progger, and Rogger processing due to
database access. A separate server is required for an Administrative Workstation (AW) and/or Historical
Data Server (HDS) to off-load reporting overhead from the Logger, Progger, and Rogger.
database access. A separate server is required for an Administrative Workstation (AW) and/or Historical
Data Server (HDS) to off-load reporting overhead from the Logger, Progger, and Rogger.
IVR Script Complexity
As IVR script complexity increases with features such as database queries, the load placed upon the IVR
server and the Router also increases. There is no good rule of thumb or benchmark to characterize the
Unified IP IVR performance when used for complex scripting, complex database queries, or
transaction-based usage. Cisco recommends that you test complex IVR configurations in a lab or pilot
deployment to determine the response time of database queries under various BHCA and how they affect
the processor and memory for the IVR server, PG, and Router.
server and the Router also increases. There is no good rule of thumb or benchmark to characterize the
Unified IP IVR performance when used for complex scripting, complex database queries, or
transaction-based usage. Cisco recommends that you test complex IVR configurations in a lab or pilot
deployment to determine the response time of database queries under various BHCA and how they affect
the processor and memory for the IVR server, PG, and Router.
Unified IP IVR Self-Service Applications
In deployments where the Unified IP IVR is also used for self-service applications, the self-service
applications are in addition to the Unified CCE load and must be factored into the sizing requirements
as stated in
applications are in addition to the Unified CCE load and must be factored into the sizing requirements
as stated in
.
Third-Party Database and Cisco Resource Manager Connectivity
Carefully examine connectivity of any Unified CCE solution component to an external device and/or
software to determine the overall effect on the solution. Cisco Unified CCE solutions are very flexible
and customizable, but they can also be complex. Contact centers are often mission-critical,
revenue-generating, and customer-facing operations. Therefore, Cisco recommends that you engage a
Cisco Partner (or Cisco Advanced Services) with the appropriate experience and certifications to help
you design your Unified CCE solution.
software to determine the overall effect on the solution. Cisco Unified CCE solutions are very flexible
and customizable, but they can also be complex. Contact centers are often mission-critical,
revenue-generating, and customer-facing operations. Therefore, Cisco recommends that you engage a
Cisco Partner (or Cisco Advanced Services) with the appropriate experience and certifications to help
you design your Unified CCE solution.
Extended Call Context (ECC)
The ECC usage impacts PG, Router, Logger, and network bandwidth. There are many ways that ECC
can be configured and used. The capacity impact will vary based on ECC configuration and should be
handled on a case-by-case basis.
can be configured and used. The capacity impact will vary based on ECC configuration and should be
handled on a case-by-case basis.
Peripheral Gateway and Server Options
A Unified ICM Peripheral Gateway (PG) translates messages coming from the Unified CM servers, the
Unified IP IVR, Unified CVP, other third-party automatic call distributors (ACDs) or voice response
units (VRUs) into common internally formatted messages that are then sent to and understood by the
Unified ICM. In the reverse, it also translates Unified ICM messages so that they can be sent to and
understood by the peripheral devices.
Unified IP IVR, Unified CVP, other third-party automatic call distributors (ACDs) or voice response
units (VRUs) into common internally formatted messages that are then sent to and understood by the
Unified ICM. In the reverse, it also translates Unified ICM messages so that they can be sent to and
understood by the peripheral devices.
Cisco Agent Desktop.
lists PG and PIM sizing recommendations.