Cisco Cisco Unified Contact Center Enterprise 9.0(1) Referências técnicas
Cisco Unified ICM/Contact Center Enterprise & Hosted Editions, Release 9.0(x)
Hardware and System Software Specification
© 2008
– 2014 Cisco Systems, Inc.
16
Operating
Condition
Condition
Value
Unified
CCE
Unified
ICME
Unified
CCH
Unified
ICMH
Comments
<=450
agents
>450 -
<12,000
agents
enabled
Number of
supervisors
supervisors
10%
10%
—
—
10% of total agent
population
population
Number of teams
Agents/10
10%
—
—
10% of total agent
population (9 agents
and 1 supervisor per
team)
population (9 agents
and 1 supervisor per
team)
Monitor mode
applications (CTI
OS)
applications (CTI
OS)
2
2
—
N/A
10
—
—
1 per
instance
—
All-event clients
(CTI Server) with
single processor
server
(CTI Server) with
single processor
server
2
4
ECC variables
5 scalars
5 scalars
40 bytes each
Call flow traffic on
straight calls
straight calls
85%
85%
Call flow traffic on
transfer calls
transfer calls
10%
10%
Call flow traffic on
conference calls
conference calls
5%
5%
Outbound dialer
call transfer rate
call transfer rate
N/A
30%
—
—
Percentage of the
calls transferred to
agent or IVR
calls transferred to
agent or IVR
6.3 Congestion Control
Unified CCE 9.0 introduced the Congestion Control feature, which provides protection to the Central Control Router
from overload conditions, due to high call rates. The main objective of congestion control is to keep the system
running close to its rated capacity, when faced with extreme overload. The rated capacity of a system is based on the
configured deployment type as defined in the "Deployment Types" table that follows.
The GOAL is to give satisfactory service to a smaller percentage of calls (the rated capacity) rather than a highly
degraded service to all the calls, during an overloaded condition. This is achieved by restricting capacity on the
system by rejection calls by the Routing Clients at the call entry point. Throttling the capacities, ensures the service
of those calls routed are successful, meaning no lates or timeouts. This prevents overloading the call router in the
Central Controller, and ensures the designed call processing throughput when the system is subjected to overload
conditions. The following table lists the supported deployment types with the maximum supported CPS.
from overload conditions, due to high call rates. The main objective of congestion control is to keep the system
running close to its rated capacity, when faced with extreme overload. The rated capacity of a system is based on the
configured deployment type as defined in the "Deployment Types" table that follows.
The GOAL is to give satisfactory service to a smaller percentage of calls (the rated capacity) rather than a highly
degraded service to all the calls, during an overloaded condition. This is achieved by restricting capacity on the
system by rejection calls by the Routing Clients at the call entry point. Throttling the capacities, ensures the service
of those calls routed are successful, meaning no lates or timeouts. This prevents overloading the call router in the
Central Controller, and ensures the designed call processing throughput when the system is subjected to overload
conditions. The following table lists the supported deployment types with the maximum supported CPS.
Table 5-4: Deployment Types
Deployment Type
Maximum Calls Per Second
Unified CCE 12,000 Agents Router/Logger
105