Cisco Cisco IP Contact Center Release 4.6.2 Guida Alla Progettazione

Effective BHCA (effective load) on all similar components that are split across the WAN is defined as 
follows:

Router + Logger

This value is the total BHCA on the call center, including conferences and transfers. For example, 
10,000 BHCA ingress with 10% conferences or transfers would be 11,000 Effective BHCA.

Unified CM PG 

This value includes all calls that come through Unified ICM Route Points controlled by Unified CM 
and/or that are ultimately transferred to agents. This assumes that each call comes into a route point 
and is eventually sent to an agent. For example, 10,000 BHCA ingress calls coming into a route point 
and being transferred to agents, with 10% conferences or transfers, would be 11,000 effective 
BHCA.

Unified IP IVR PG 

This value is the total BHCA for call treatment and queuing. For example, 10,000 BHCA ingress 
calls, with all of them receiving treatment and 40% being queued, would be 14,000 effective BHCA.

Unified CVP PG 

This value is the total BHCA for call treatment and queuing coming through a Unified CVP. 100% 
treatment is assumed in the calculation. For example, 10,000 BHCA ingress calls, with all of them 
receiving treatment and 40% being queued, would be 14,000 effective BHCA.

Unified IP IVR or Unified CVP Variables 

This value represents the number of Call and ECC variables and the variable lengths associated with 
all calls routed through the Unified IP IVR or Unified CVP, whichever technology is used in the 
implementation.

 shows an example calculation for a combined dedicated private link with the following 

characteristics:

BHCA coming into the contact center is 10,000. 

100% of calls are treated by Unified IP IVR and 40% are queued. 

All calls are sent to agents unless abandoned. 10% of calls to agents are transfers or conferences.

There are four Unified IP IVRs used to treat and queue the calls, with one PG pair supporting them. 

There is one Unified CM PG pair for a total of 900 agents.

Calls have ten 40-byte Call Variables and ten 40-byte ECC variables.

 

Router + Logger

11,000

0

330,000

 0.8