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Cisco Unified Contact Center Express Solution Reference Network Design, Release 4.1
Chapter 4 Basics of Call Center Sizing
Planning Resource Requirements for Call Center Sizing
Using the IPC Resource Calculator available (
we can
determine that 25 agents are needed for this system. Checking the Cisco Unified Contact Center Express
Configuration and Ordering Tool indicates that all of these parameters fit within a single-server Unified
CCXsystem.
Configuration and Ordering Tool indicates that all of these parameters fit within a single-server Unified
CCXsystem.
provides a basic example of the IPC Standard Resource Calculator.
Figure 4-3
IPC Standard Resource Calculator Basic Example
The IPC Resource Calculator also uses Erlang B and C to calculate the number of IVR ports needed for
call treatment (prompt and collect) and queuing. An example of this is the default icd.aef script logic
that is available with all the Unified CCX packages. Note in
call treatment (prompt and collect) and queuing. An example of this is the default icd.aef script logic
that is available with all the Unified CCX packages. Note in
how the script logic allows the
application developer to insert various delays in the script; these delays must be included in Average Call
Treatment Time, (IVR) input to the IPC Resource Calculator.
Treatment Time, (IVR) input to the IPC Resource Calculator.