Cisco Cisco IP Contact Center Release 4.6.1 Fascicule

Ring delay time (network ring) should be included if calls are not answered immediately. This delay 
could be a few seconds on average, and it should be added to the trunk average handle time.

There are various tools and resources available for sizing the entire Unified CCE system. Using your 
contact center traffic data and service level requirements as input to the Unified CCE Resource 
Calculator, the calculator can generate output that you can feed into other tools for sizing the following 
Unified CCE system components and resources:

Agents

Size the following components to support the number of agents needed for your Unified CCE 
system:

Unified CCE servers — See 

Cisco Unified Communications Manager (Unified CM) clusters — Use the Cisco Unified 
Communications Manager Capacity Tool, available only to Cisco employees and partners at:

IVR ports

Size the following components to support the number of IVR ports needed for your Unified CCE 
system:

Unified CCE servers — See 

Cisco Unified Communications Manager (Unified CM) clusters — Use the Cisco Unified 
Communications Manager Capacity Tool, available only to Cisco employees and partners at:

Unified CVP ports and servers — Refer to the Cisco Unified Customer Voice Portal Solution 
Reference Network Design (SRND), available at:

Gateway ports

Size the following components to support the number of gateway ports needed for your Unified CCE 
system:

Unified CCE servers — See 

Cisco Unified Communications Manager (Unified CM) clusters — Use the Cisco Unified 
Communications Manager Capacity Tool, available only to Cisco employees and partners at:

126044

Ring

Treatment/Queue Delay

Agent Talk Time

Wrap-up Time

Network

IVR

Answers

Agent

Answers

Agent

Hangs-up

Agent

Ready

Time Trunk is Occupied

Time IVR is Occupied

Time Agent is Occupied

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