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.
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7.6.19 CRM Connector
For additional CTI compatibility information, see the Cisco Unified Contact Center Enterprise (Unified CCE)
Software Compatibility Guide at:
Software Compatibility Guide at:
7.6.19.1 CRM Connector for Salesforce.com, PeopleSoft and Microsoft CRM 3.0
7.6.19.1.1
106B
CRM Connector Server
The CRM Connector server provides the Cisco Unified Contact Center Enterprise solution connectivity for
CRM Adapters for the Saleforce.com, PeopleSoft and Microsoft CRM 3.0; it must be deployed on a
standalone system. It must not be coresident with other Unified CCE solution components.
CRM Adapters for the Saleforce.com, PeopleSoft and Microsoft CRM 3.0; it must be deployed on a
standalone system. It must not be coresident with other Unified CCE solution components.
server.
Table 6-53: CRM Connector Server
Server Class
*Capacity
(Agents)
Call Rate
(calls / sec.)
Other Requirements and Remarks
MCS-30-004-Class
MCS-30-005-Class
MCS-30-005-Class
900
7.5
MCS-40-005-Class
MCS-40-011-Class
MCS-40-011-Class
1800
15
*
The above dimensioning guidelines and parameters were developed in a lab testing environment that included a test
CRM system setup or an equivalent CRM simulator. Actual quality of service (delays, responsiveness, and so on)
experienced by the contact center agents might vary from the above dimensioning guidelines/parameters. These
variations include structure and size of the CRM database, overall level of the CRM tuning, intensity of the contact
processing workflow(s), as well as other CRM configuration and topology variables outside of the scope of the Cisco
connector. It is for this reason that Cisco highly recommends an in-house load test early in a connector deployment
project to make sure that the total quality of service under load is satisfactory.
experienced by the contact center agents might vary from the above dimensioning guidelines/parameters. These
variations include structure and size of the CRM database, overall level of the CRM tuning, intensity of the contact
processing workflow(s), as well as other CRM configuration and topology variables outside of the scope of the Cisco
connector. It is for this reason that Cisco highly recommends an in-house load test early in a connector deployment
project to make sure that the total quality of service under load is satisfactory.
7.6.19.1.2
107B
CRM Connector Server Administration Tool
The Administration Tool is usually installed on the CRM Connector Server. See CRM Connector Server
for system requirements.
for system requirements.
7.6.19.1.3
108B
CRM Connector Adapter for Salesforce.Com
The Salesforce.com adapter is used in conjunction with the CRM Connector Server, which is a separate
component of the Unified CC Enterprise solution. This Adapter is installed on the agent desktop and
connects to the CRM Connector Server through .NET remoting.
component of the Unified CC Enterprise solution. This Adapter is installed on the agent desktop and
connects to the CRM Connector Server through .NET remoting.
Table 6-54: CRM Connector Adapter for Salesforce.com
Server Class
Type
Hardware, Software Requirements and Remarks
GEN-10-005-Class CRM Adapter client
U
Operating system and other software
U
Other hardware Requirements
100/1000 Ethernet port