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.
17
Unified CCE 8000 Agents Router/Logger
69
Unified CCE 4000 Agents Rogger
35
Unified CCE 450 Agents Progger
4
HCS-CC 1000 Agents
8
HCS-CC 500 Agents
5
Unified ICM Rogger
58
Unified ICM Router/Logger
115
NAM
300
NAM Rogger
150
Packaged CCE: CCE-PAC-M1
8
Packaged CCE: CCE-PAC-M1 Lab Only
1
IVR-ICM
300
6.4 Unified ICM/Unified CCE Scalability
This section describes the impacts on Unified ICM/Unified CCE scalability and capacity calculations based on the
contact center configuration.
contact center configuration.
6.4.1 CTI OS Security Scalability
Note: Agent capacity is decreased by 25% when CTI OS Security is enabled.
6.4.2 Mobile Agents Scalability
Mobile agents are defined as agents using phones not directly controlled by Unified CCE,
irrespective of their physical location. (The term local agent refers to an agent who uses a
phone that is under control of Unified CCE, irrespective of physical location.)
irrespective of their physical location. (The term local agent refers to an agent who uses a
phone that is under control of Unified CCE, irrespective of physical location.)
Mobile agents can be configured using either of two delivery modes:
Call by Call – In this mode, the mobile agent’s phone is dialed for each incoming call. When the call
ends, the mobile agent’s phone is disconnected before being made ready for the next call.
ends, the mobile agent’s phone is disconnected before being made ready for the next call.
Nailed Connection – In this mode, the agent is called once at login, and the line stays connected through
multiple customer calls.
multiple customer calls.
Note: Agent capacity is further decreased for mobile agents. The weighting of the decreased capacity is
based on the call delivery mode for the mobile agent.
For more details about sizing mobile agents, see the Cisco Unified Contact Center Enterprise Solution
Reference Network Design (SRND) at:
6.4.3 Outbound Option Scalability
To estimate Outbound Option agent capacity for Agent PGs, use the following formula:
Max agents = (Maximum PG agent capacity) – (4 x (number of SCCP dialer ports))
Max agents = (Maximum PG agent capacity) – (4 x (number of SCCP dialer ports))