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
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– 2014 Cisco Systems, Inc.
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7 Server Hardware Requirements
7.1 Cisco Unified Contact Center Enterprise
This section helps you select the hardware servers for your Unified Contact Center Enterprise solution, including
both the Unified CCE and its associated deployment models.
both the Unified CCE and its associated deployment models.
VRU ports for Agent Peripheral Gateway (PG) and System PG should not exceed half of the maximum supported
agents listed in the capacity column. You can deploy additional VRU PGs to accommodate a greater number of
VRU ports. For VRU PG capacities, see the
agents listed in the capacity column. You can deploy additional VRU PGs to accommodate a greater number of
VRU ports. For VRU PG capacities, see the
U
Important Notes on Agent Capacity Calculation
For the following sections, the agent count in the capacity specification refers to the number of concurrently
logged-in agents. Consider the following factors when sizing call center resources:
logged-in agents. Consider the following factors when sizing call center resources:
Outbound Option – For information about determining Agent PG Outbound Option agent capacity, see
the
Note: All outbound call scenarios are supported when a mobile agent is deployed using nailed connection
call delivery mode. Outbound call scenarios are not supported when a mobile agent is deployed using call-
by-call call delivery mode.
call delivery mode. Outbound call scenarios are not supported when a mobile agent is deployed using call-
by-call call delivery mode.
Mobile Agents – See the
Agent Greeting – For information about the impact of the Agent Greeting feature on deployment
7.1.1 Agent PG Configuration Options
The following tables illustrate various configuration options for the Agent PG (they list components that are
necessary for each PG configuration). Agent PG capacity varies based on specific component configuration.
necessary for each PG configuration). Agent PG capacity varies based on specific component configuration.
Table 6-1: Agent PG Configuration Options with CTI OS, Unified CCE
Unified CM + VRU
With Unified CCE
System PG
System PG
With Unified CM
PG
PG
With Outbound Option
CM PG (CM PIM)
System PG
(CM PIM + VRU PIM)
(CM PIM + VRU PIM)
CM PG (CM PIM)
System PG
(CM PIM + VRU PIM)
(CM PIM + VRU PIM)
VRU PG (VRU PIM)
CM PG (2) (CM PIM)
CTI Server
CTI Server
CTI Server
CTI Server
CTI OS
CTI OS
CTI OS
CTI OS
CTI OS (2)
MR PG
Dialer
Dialer