Cisco Cisco Unified Contact Center Enterprise 9.0(1)
Serviceability Best Practices Guide for Unified ICM/Unified CCE & Unified CCH
©2012 Cisco Systems, Inc.
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Resource consolidations of separations
• Agents
• Call Types
• Reporting
• Queuing
• Merging two peripherals into one
• Call Types
• Reporting
• Queuing
• Merging two peripherals into one
Other requirements
• Office moving to new location
• Network infrastructure change: increased/decrease network latency
• Splitting PG sides over WAN
• Changing data retention parameters on the HDS
• Network infrastructure change: increased/decrease network latency
• Splitting PG sides over WAN
• Changing data retention parameters on the HDS
9.3.5
Platform Performance
Any changes in the platform itself can have a corresponding impact on utilization. For example:
• Hardware upgrades
• Software upgrades
• Software upgrades
A “technology refresh” upgrade (upgrading both hardware and software) of the Unified
ICM/Unified CCE has a significant effect on capacity utilization. Advances in hardware
capabilities and a continued focus on streamlining bottlenecks in the software have yielded
significant increases in server and component capacities.
ICM/Unified CCE has a significant effect on capacity utilization. Advances in hardware
capabilities and a continued focus on streamlining bottlenecks in the software have yielded
significant increases in server and component capacities.
In some cases, hardware upgrades (without a software upgrade) may be necessary to
accommodate growth in the Unified ICM/Unified CCE deployment.
accommodate growth in the Unified ICM/Unified CCE deployment.
A “common ground” upgrade (upgrading software while retaining existing hardware) of Unified
ICM/Unified CCE may have a differing effect on capacity utilization depending on the changes
made to the software from one release to the next. In some components, utilization may increase
slightly because new functionality was added to the component, which has slightly decreased its
execution performance. However, another component in which performance improvements was
introduced, utilization may decrease from one release to the next.
ICM/Unified CCE may have a differing effect on capacity utilization depending on the changes
made to the software from one release to the next. In some components, utilization may increase
slightly because new functionality was added to the component, which has slightly decreased its
execution performance. However, another component in which performance improvements was
introduced, utilization may decrease from one release to the next.
You must plan to re-establish a capacity utilization baseline after any upgrade.
9.4
Calculating Capacity Utilization
Platform resource utilization data is at the foundation of capacity analysis. This data is sampled
values of performance counters such as: CPU, Memory, Disk, and Network. The data set is from the
busy hour as determined by the steps described above.
values of performance counters such as: CPU, Memory, Disk, and Network. The data set is from the
busy hour as determined by the steps described above.
The recommended sample rate is one sample every 15 seconds of each of the listed counters. Of the
sample set, you can base the calculation on the 95th percentile sample. The 95th percentile is the
smallest number that is greater than 95% of the numbers in a given set. Using this value eliminates
short-duration spikes that are statistical outliers.
sample set, you can base the calculation on the 95th percentile sample. The 95th percentile is the
smallest number that is greater than 95% of the numbers in a given set. Using this value eliminates
short-duration spikes that are statistical outliers.