Cisco Cisco E-Mail Manager Unity Integration Option Dépliant
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Cisco Unified Contact Center Enterprise 7.5 SRND
Chapter 4 Unified Contact Center Enterprise Desktop
Deployment Considerations
•
As with the previous multi-site, multi-cluster deployment, the RSM tracks the state of the entire
enterprise. This means that a supervisor could dial in from either site (or anywhere in the world via
PSTN) and listen to an agent in Atlanta or Austin.
enterprise. This means that a supervisor could dial in from either site (or anywhere in the world via
PSTN) and listen to an agent in Atlanta or Austin.
Bandwidth Requirements
As part of the network planning done before deploying the RSM solution, you should verify that the
network infrastructure can support the bandwidth requirements of RSM.
network infrastructure can support the bandwidth requirements of RSM.
The RSM solution has connectivity with multiple components in the larger Cisco environment (as the
diagrams in the previous section demonstrate).
diagrams in the previous section demonstrate).
lists these components, along with the nature
of the data exchanged and the relative bandwidth requirements of that data. If RSM exchanges multiple
types of data with a specific component, it is listed multiple times.
types of data with a specific component, it is listed multiple times.
Agent Phone Bandwidth Figures
Currently, the simulated phones on the RSM server support using only G.711 mu-law to monitor agent
phones. This is primarily a limitation of the BiB (built-in-bridge) on the agent phone itself.
phones. This is primarily a limitation of the BiB (built-in-bridge) on the agent phone itself.
For bandwidth usage information, refer to the Cisco Voice Over IP - Per Call Bandwidth Consumption
TechNote, available at
TechNote, available at
Table 4-4
Bandwidth Requirements
RSM Peer
Purpose
Protocol(s)
Used
Used
Data Format
Relative Bandwidth
Requirements
Requirements
Link Latency
Requirements
Requirements
VRU
Service Requests /
Responses
Responses
TCP (HTTP)
Textual
Minimal
< 500 ms avg.
VRU
Requested Voice Data
from PhoneSim to VRU
from PhoneSim to VRU
TCP (HTTP)
G711, chunked transfer
mode encoding
mode encoding
High
(about 67 to 87 kbps
per session)
(about 67 to 87 kbps
per session)
< 400 ms avg.
Unified CM
AXL for Phone DN to
Device ID Translation
Device ID Translation
TCP (HTTP,
SOAP)
SOAP)
Textual (XML)
Minimal
< 500 ms avg.
Unified CM
Issuance of Agent
Phone Monitoring
Phone Monitoring
TCP (JTAPI)
Binary (JTAPI stream)
Minimal
< 300 ms avg.
CTI OS Server
(PG)
(PG)
Environment Events /
Supervisor Logins
Supervisor Logins
TCP (CTI OS) Binary (CTI OS stream) Minimal
(< 1000 agents)
Moderate
(> 1000 agents)
(> 1000 agents)
(with 2000 agents,
about 100 kbps)
about 100 kbps)
< 300 ms avg.
Agent Phones
Simulated Phone
Signaling
Signaling
TCP or UDP
(SIP)
(SIP)
Textual
Minimal
< 400 ms avg.
Agent Phones
Monitored Phone Voice
Data
Data
UDP (RTP)
Binary (G.711)
High
(about 67 to 87 kbps
per session)
(about 67 to 87 kbps
per session)
< 400 ms avg.