Cisco Cisco IP Contact Center Release 4.6.2 Dépliant

The Cisco Unified CM Capacity Tool is currently available only to Cisco employees and Cisco partners.

When all the details have been input, the Cisco Unified CM Capacity Tool calculates how many servers 
of the desired server type are required, as well as the number of clusters if the required capacity exceeds 
a single cluster.

Before using the capacity tool, it is important to review the following facts, guidelines, and 
considerations regarding the contact center input fields.

The options are "1 PG / CTI Manager per cluster" and "1 PG / CTI Manager per subscriber." For more 
information, see 

Agent BHCA and average talk time are inversely related. In the resource calculator, you provide the total 
BHCA for all agents and the agent average call talk time and average after-call work time to determine 
the number of agents required. However, the capacity tool requests the BHCA per agent. To compute 
this value, you must divide 60 (number of minutes in an hour) by the average agent handle time (talk 
time plus after-call work time) measured in minutes. For example, an agent who has an average talk time 
of 3 minutes and an after-call work time of 1 minute will have a BHCA of 15 (60/4). Lower BHCA rates 
per agent typically will allow more agents to be supported per cluster.

Many contact centers have different groups of agents with different BHCA rates, talk times, and 
after-call work times. To account for multiple groups of agents with different characteristics, you must 
compute a weighted average. The online help for the Cisco Unified CM Capacity Tool provides an 
example of computing a weighted average.

When contact center calls are treated or queued via CVP and then transferred to a Unified CCE agent, 
the call comes to Unified CM the same as it would from an H.323 gateway. There are two ways to 
account for this resource consumption. One way is to input the approximate number of CVP ports and 
leave the H.323 gateway fields empty. Because the number of CVP ports has no impact on Unified CM, 
the capacity tool simply interprets any value greater than zero in the CVP ports input fields to mean that 
CVP is being used for treatment or queueing, and the capacity tool will automatically account for the 
H.323 delivery as part of the agent resource consumption. Varying the number of CVP ports has no 
impact on the resource consumption because the only impact to Unified CM is due to the transfer of the 
call to a selected agent.

A second approach to sizing deployments with CVP is to leave the CVP input fields empty and copy the 
number of agents and the per-agent BHCA into the H.323 DS0s input fields. Both approaches will result 
in the same resource consumption.

IVR port BHCA and average handle time are inversely related. In the Unified CCE Resource Calculator, 
you provide the average call treatment time. The Resource Calculator assumes that this call treatment 
time is applied to the beginning of every agent call, therefore the total BHCA rate to your IVR ports for 
call treatment is equal to the total agent BHCA rate. From those inputs, the Resource Calculator 
computes the number of IVR ports required for call treatment and queueing. However, the Cisco 
Unified CM Capacity Tool also expects you to input the BHCA per IVR port. To compute this value, you 
must divide 60 by the sum of the average call treatment time plus the average speed of answer (ASA). 
For example, if your IVR ports provide 45 seconds of call treatment on average and the ASA is