Cisco Cisco Agent Desktop 8.5 Références techniques

The following guidelines are based on testing with a combination 

of real and simulated agents.

Server capacities vary based on the total number of agents in a contact center 
and whether or not silent monitoring and recording are required. While both 
Cisco Desktop Product Suite 4.2.1 and 4.4.2 support these features, version 
4.4.2 scales significantly better. It overcomes the need to have multiple instances 
of Cisco Desktop server sets in deployments that have more agents than can be 
served by the capacity of one Voice-Over IP Monitor server application.

The Cisco Desktop base servers consist of a set of server applications that run as 
NT services. The base server applications include:

■

Primary Directory Services server application

■

Enterprise server application

■

Call/Chat server application

■

Directory Services Sync server application

The Enterprise server application interfaces with the standard CTI server, typically 
running on a peripheral gateway (PG). 

There are other server applications that can be placed on the same or separate 
computer as the base server applications. These include:

■

Voice-Over IP Monitor server application

■

Recording and Statistics server application

■

IP Phone Agent server application

■

Tomcat web server application

A set of the base server applications plus the additional server applications is a 
logical contact center, or LCC. The maximum number of agents that can be 
supported by a single LCC is 800 (approximately 15,000 Busy Hour Call 
Completion [BHCC] with a call volume of 20 calls per agent per hour).

Starting with Version 4.6, agent desktops can be monitored at the 

desktop (“desktop monitoring”) as well as by a VoIP Monitor server. The 
following information applies to installations where VoIP Monitor servers 
are used to monitor one or more agents.