Cisco Cisco Administrative Workstation Nota De Lançamento
Cisco Unified ICM/Contact Center Enterprise & Hosted Editions, Release 7.5,
Hardware and System Software Specification
Table of Contents
©2008-2011 Cisco Systems, Inc.
ii
Table of Contents
1
OVERVIEW ................................................................................................................................................................... 1
1.1
U
PDATED
I
NFORMATION IN THIS
D
OCUMENT
............................................................................................................... 2
2
REFERENCES ............................................................................................................................................................... 3
2.1
N
OTE ON
C
ISCO
C
ONTACT
C
ENTER
P
RODUCT
N
AMES
................................................................................................. 3
3
SERVERS FOR CISCO CONTACT CENTER PRODUCTS ................................................................................... 4
3.1
S
ERVER
H
ARDWARE
C
ONFIGURATION
G
UIDELINES
..................................................................................................... 5
4
SOFTWARE UPGRADE AND INSTALLATION CONSIDERATIONS ................................................................ 9
4.1
U
PGRADING TO
U
NIFIED
ICM/U
NIFIED
C
ONTACT
C
ENTER
R
ELEASE
7.5(1) ................................................................ 9
4.2
I
NSTALLING
U
NIFIED
ICM/U
NIFIED
C
ONTACT
C
ENTER
7.5(1) .................................................................................. 11
4.3
I
NSTALLING
U
NIFIED
ICM/U
NIFIED
C
ONTACT
C
ENTER
M
AINTENANCE
R
ELEASES
................................................... 11
5
SOFTWARE CONSTRAINTS AND OPERATING CONDITIONS ...................................................................... 12
5.1
U
NIFIED
ICM/C
ONTACT
C
ENTER
C
ONFIGURATION
L
IMITS AND
S
CALABILITY
C
ONSTRAINTS
................................... 12
5.2
U
NIFIED
ICM/U
NIFIED
C
ONTACT
C
ENTER
O
PERATING
C
ONDITIONS
......................................................................... 15
6
SERVER HARDWARE REQUIREMENTS ............................................................................................................. 17
6.1
U
NIFIED
C
ONTACT
C
ENTER
E
NTERPRISE
................................................................................................................... 17
6.1.1
Notes on Agent Capacity Calculation .............................................................................................................. 18
6.1.2
New Deployments and Technology Refresh ..................................................................................................... 18
6.1.3
Common Ground Upgrade .............................................................................................................................. 20
6.1.4
Remote Silent Monitoring ................................................................................................................................ 23
6.2
U
NIFIED
S
YSTEM
C
ONTACT
C
ENTER
E
NTERPRISE
..................................................................................................... 24
6.2.1
Unified SCCE Deployment Options ................................................................................................................. 24
6.2.2
Unified SCCE Server Configuration ................................................................................................................ 26
6.3
U
NIFIED
C
ONTACT
C
ENTER
H
OSTED
......................................................................................................................... 27
6.4
U
NIFIED
C
ONTACT
C
ENTER
M
ANAGEMENT
P
ORTAL
................................................................................................. 28
6.5
U
NIFIED
ICM
E
NTERPRISE
......................................................................................................................................... 30
6.5.1
Note on Agent Capacity ................................................................................................................................... 30
6.5.2
New Deployments and Technology Refresh ..................................................................................................... 30
6.5.3
Common Ground Upgrade .............................................................................................................................. 31
6.6
U
NIFIED
ICM
H
OSTED
............................................................................................................................................... 34
6.7
U
NIFIED
ICM/U
NIFIED
C
ONTACT
C
ENTER
C
OMMON
C
OMPONENTS
.......................................................................... 35
6.7.1
Unified ICM/Unified Contact Center Router ................................................................................................... 35
6.7.2
Unified ICM/Unified Contact Center Logger .................................................................................................. 36
6.7.2.1
New Deployments and Technology Refresh .................................................................................................................. 36
6.7.2.2
Common Ground Upgrade ............................................................................................................................................ 37
6.7.3
AW – Distributor, HDS, and WebView ............................................................................................................ 38
6.7.3.1
New Deployments and Technology Refresh .................................................................................................................. 39
6.7.3.2
Common Ground Upgrade ............................................................................................................................................ 41
6.7.3.3
Dedicated WebView Server ........................................................................................................................................... 42
6.7.4
AW – Real-Time Distributor ............................................................................................................................ 43
6.7.5
AW – Real-Time Client Only (Client AW) ....................................................................................................... 44
6.7.6
WebView Client and Internet Script Editor ..................................................................................................... 44
6.7.7
VRU Peripheral Gateway (PG) ....................................................................................................................... 44
6.7.8
Unified Contact Center Gateway ..................................................................................................................... 46
6.7.9
TDM ACD Peripheral Gateway (PG) .............................................................................................................. 46