Cisco Cisco Agent Desktop 10.5 テクニカルリファレンス
Cisco CAD Service Information 7.0(2)
16
31-Mar-06
Guidelines for Sizing Deployments
Service capacities vary based on the total number of agents in a contact center and
whether or not silent monitoring and recording are required.
whether or not silent monitoring and recording are required.
NOTE: The following guidelines are based on testing with a combination of
real and simulated agents.
real and simulated agents.
Component Sizing
The Cisco Desktop base services consist of a set of services that run as NT services.
The base services include:
The base services include:
■
Chat service
■
Directory Services
■
Enterprise service
■
IP Phone Agent service
■
LDAP Monitor service
■
Licensing and Resource Manager service
■
Recording & Statistics service
■
Sync service
■
Tomcat webserver
The Enterprise service interfaces with the CTI service, typically running on a
peripheral gateway (PG).
peripheral gateway (PG).
There are other services that can be placed on the same or separate computer as the
base services. These include:
base services. These include:
■
Voice-Over IP Monitor service
■
Recording & Playback service
A set of the base services plus the additional services is a logical contact center, or
LCC. The maximum number of agents that can be supported by a single LCC is
1,000 (approximately 15,000 Busy Hour Call Completion [BHCC] with a call volume
of 20 calls per agent per hour).
LCC. The maximum number of agents that can be supported by a single LCC is
1,000 (approximately 15,000 Busy Hour Call Completion [BHCC] with a call volume
of 20 calls per agent per hour).
Voice-Over IP Monitor Service
Agent desktops can be monitored at the desktop (“desktop monitoring”) as well as by
a VoIP Monitor service (“server monitoring”). The following information applies to
installations where VoIP Monitor services are used to monitor one or more agents.
a VoIP Monitor service (“server monitoring”). The following information applies to
installations where VoIP Monitor services are used to monitor one or more agents.