Cisco Cisco IP Contact Center Release 4.6.2 Nota Di Rilascio
Cisco ICM Software Release 6.0(0) Bill of Materials
component server requirements dictate certain hardware capabilities, e.g. SCSI disk drives for high transaction SQL Server or Oracle
deployment, or dual processor configurations to achieve specific system performance metrics, the MCS server(s) selected from the
available 7800 series is depicted. Note that the MCS processor chosen will generally exceed the performance characteristics of the
corresponding representative “minimal” generic hardware specifications. Furthermore, both lower and higher end platforms may be
recommended for a single sizing category. This is due in part to an effort to align more closely with the general hardware
requirements and, additionally, to account for eventual increases in system load. The higher end specifications should be followed in
deployments that are nearing the edge of the Sizing Guidelines specified below.
deployment, or dual processor configurations to achieve specific system performance metrics, the MCS server(s) selected from the
available 7800 series is depicted. Note that the MCS processor chosen will generally exceed the performance characteristics of the
corresponding representative “minimal” generic hardware specifications. Furthermore, both lower and higher end platforms may be
recommended for a single sizing category. This is due in part to an effort to align more closely with the general hardware
requirements and, additionally, to account for eventual increases in system load. The higher end specifications should be followed in
deployments that are nearing the edge of the Sizing Guidelines specified below.
More information on Cisco 7800 Series Media Convergence Servers may be found at the following Cisco.com link:
As stated above, this document addresses the general hardware requirements of the ICM Enterprise Edition and IPCC Enterprise
Edition products. For more detailed information on IPCC Enterprise Edition deployments, please reference the Cisco IP Contact
Center Solution Reference Network Design Guide (
Edition products. For more detailed information on IPCC Enterprise Edition deployments, please reference the Cisco IP Contact
Center Solution Reference Network Design Guide (
).
Sizing Guidelines
In determining how to size a Cisco ICM Software implementation, it is important to consider the factors listed here. While there are
additional factors to consider, we have chosen a representative subset and provided corresponding ranges. If, in your specific
application, actual or estimated associated values are nearing the higher end of the range specified, the next higher end deployment
size should be adopted. Discrete elements should be considered relative to one another, with any one capable of pushing
recommended sizing to the next level. As an example, a deployment would be considered a “Medium Enterprise” if the number of
users (Agents and Supervisors) is 200 Users (itself falling in the “Small Enterprise” range) but call variable use is considered
Medium
additional factors to consider, we have chosen a representative subset and provided corresponding ranges. If, in your specific
application, actual or estimated associated values are nearing the higher end of the range specified, the next higher end deployment
size should be adopted. Discrete elements should be considered relative to one another, with any one capable of pushing
recommended sizing to the next level. As an example, a deployment would be considered a “Medium Enterprise” if the number of
users (Agents and Supervisors) is 200 Users (itself falling in the “Small Enterprise” range) but call variable use is considered
Medium
. If half the calls being processed involve the use of call variables (Peripheral or ECC) then this is Medium usage.
Conversely, if the user count approximates 50 but call variable use is deemed Medium, then it is safe to assume the “Small
Enterprise” deployment hardware recommendations are appropriate.
Enterprise” deployment hardware recommendations are appropriate.
Node
Deployment
Small Enterprise
Medium Enterprise
Large Enterprise
Max Busy Hour Call Attempts (BHCA)
10,000
50,000
Greater than 50,000
Users
(Agents and Supervisors)
10 – 250
250 – 1000
Greater than 1000
Call Variables (Peripheral and ECC) Usage
None – Low
None – Medium
None – High
General Hardware Performance Guidelines
The following is a high-level list of recommended use of server hardware options. Consult your hardware vendor for more detail and
options.
options.
Redundant Components
Redundant hardware options are found in power supplies, memory, and like components. Most of these options are supported, with
some exceptions. One exception is redundant and/or load sharing Ethernet adapters. The ICM/IPCC application fault-tolerance
mechanisms rely on a proprietary heartbeat scheme utilizing the “Visible” and “Private” networks. Using teamed or redundant
some exceptions. One exception is redundant and/or load sharing Ethernet adapters. The ICM/IPCC application fault-tolerance
mechanisms rely on a proprietary heartbeat scheme utilizing the “Visible” and “Private” networks. Using teamed or redundant
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Medium call variables use can be estimated based on a variety of parameters. For one, the total ECC (Extended Call Context)
Variables size could be around 1000 bytes (maximum is 2000 Bytes). Another consideration is the extent to which call variables are
used in call routing.
used in call routing.
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Agent State Tracing Disabled – Enabling tracing, depending on the user count, may imply adopting the next higher end deployment
size.
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