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.
45
MCS-30-004-Class
MCS-30-005-Class
MCS-30-005-Class
250
3
U
Operating system and other software
* 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, etc.) 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.
included a test CRM system setup or an equivalent CRM simulator. Actual quality of service (delays,
responsiveness, etc.) 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.
7.6.19.3 CRM Connector Supported Platforms
Table 6-58: CRM Connector Supported Platforms and Requirements
* The Admin tool can use Microsoft SQL Server Express, which is available from Microsoft at no charge.
1
See the Cisco Unified CRM Connector Implementation and Administration Guide for Microsoft CRM,
Oracle PeopleSoft and Salesforce.com guide for detailed implementation and installation information for
these CRM Connector products.
these CRM Connector products.
2
See the Installation and Configuration Guide: Cisco Unified CRM Connector for SAP, Release 1.0(1) for the
CRM Connector for SAP.
N/A = Not Available
N/R = Not Required
N/R = Not Required
7.6.20 Cisco Agent and Supervisor Desktops
Cisco agent and supervisor desktops are used in conjunction with the CAD server, which can be a part of the
Unified CCE solution configuration.
Unified CCE solution configuration.
Table 6-59: CAD Agent and Supervisor Desktop Servers
Server Class
Type
Hardware, Software Requirements and Remarks
CRM
Connector
Operating
System
System
Additional Software
Windows
Server
2008 R2
Windows
XP Pro;
SP2
Windows
Vista
Microsoft
.NET
Framework
V2.0
Microsoft
Message
Queuing
(MSMQ)
Microsoft
Internet
Information
Server (IIS)
Microsoft
SQL
Server
D
C
O
C
O
M
ASP
.
NET
2.0
JRE
1.6.3
Server
N/A
N/A
N/R
N/R
Server
Admin Tool
Admin Tool
N/A
N/A
N/R
*
N/R
Oracle
PeopleSoft
Adapter
PeopleSoft
Adapter
1
N/A
N/A
N/R
N/R
N/R
N/R
N/R
Microsoft
CRM 3.0
Adapter
CRM 3.0
Adapter
1
N/A
N/A
N/R
N/R
N/R
Salesforce
.com
Adapter
.com
Adapter
1
N/A
N/R
N/R
N/R
N/R
N/R
SAP
2
N/A
N/A
N/R
N/R
N/R
N/R
N/R
N/R
N/R