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

– 2014 Cisco Systems, Inc.

Table 6-2: Agent PG Configuration Options with Cisco Agent Desktop, Unified CCE

Unified CM + VRU

With Unified CCE
System PG

With Unified
Communications
Manager PG

With Outbound Option

CM PG (CM PIM)

System PG
(CM PIM + VRU PIM)

CM PG (CM PIM)

System PG
(CM PIM + VRU PIM)

VRU PG (VRU PIM)
CTI Server

CTI Server

CTI OS

CTI OS
MR PG
Dialer

CAD Services

Table 6-3: Agent PG Configuration Options with Cisco Finesse, Unified CCE

Unified CM + VRU

With Unified Communications

Manager PG

With Outbound Option

CM PG (CM PIM)

System PG (CM PIM + VRU PIM)

VRU PG (VRU PIM)

CTI Server

MR PG

Dialer

7.1.2 New Deployments and Technology Refresh

Note: The capacities that are listed in this section assume that each agent is handling 30 calls per hour.

7.1.2.1 Option 1: Supports up to 450 Agents

Progger Configuration: The Progger configuration consists of Unified CCE Router, Unified CCE Logger,
Agent PG (Unified CM PIM, VRU PIM, CG, CTI OS, and CAD Services when CAD is required) on the same
server.

Note: You can also install the Outbound Option on the Progger; however, the number of agents supported will
be reduced. For more details, see the Outbound Option Scalability section.

Table 6-4: Progger Servers, Unified CCE, New Deployments and Technology Refresh

Server Class

Capacity (Agents)

Progger with CTI OS

Progger with CAD

Services

MCS-30-005-Class

100

—

MCS-40-011-Class

450

297

For Progger configuration, select Unified CCE 450 Agents Progger deployment type. Override the CPS
capacity using congestion settings when the hardware configuration is lower than the capacity of MCS-40-011
class servers.