Cisco Cisco Agent Desktop 8.5 Referências técnicas
Guidelines for Sizing Deployments
May 2007
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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.
combination of 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
■
Browser and IP Phone Agent Service
■
LDAP Monitor Service
■
Licensing and Resource Manager Service
■
Recording and Statistics Service
■
Sync Service
■
Tomcat web Service
The Enterprise Service and BIPPA Service interface with the CTI service, typically
running on a peripheral gateway (PG).
running on a 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 2,000
(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 2,000
(approximately 15,000 Busy Hour Call Completion [BHCC] with a call volume of 20
calls per agent per hour).
Voice over IP Monitor Service
NOTE: The VoIP Monitor Service is not used with Unified
Communications Manager-based monitoring.
Communications Manager-based monitoring.