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Cisco Cisco Unified Contact Center Management Portal 8.0 Nota De Lançamento

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Cisco Unified ICM/Unified CC Enterprise & Hosted Editions, Releases 7.0(0) SR1 – SR4 and 7.1(x)  Rev. 1.14 
 
Hardware and System Software Specification 
 
 Contents 
©2008 Cisco Systems, Inc. 
 
ii
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 
P
RODUCT 
N
AMES
.......................................................................................................................... 3
 
3
 
SERVERS FOR CISCO CONTACT CENTER APPLICATIONS .......................................................................... 4
 
4
 
SERVER HARDWARE CONFIGURATION GUIDELINES .................................................................................. 5
 
4.1
 
U
NIFIED 
C
ONTACT 
C
ENTER 
M
ANAGEMENT 
P
ORTAL 
D
ATA 
S
TORAGE AND 
B
ACKUP
............................................... 8
 
4.1.1
 
Database Sizing ................................................................................................................................................. 8
 
5
 
SOFTWARE UPGRADE CONSIDERATIONS......................................................................................................... 9
 
5.1
 
U
PGRADING TO 
ICM/IPCC
 
R
ELEASE 
7.0(0)............................................................................................................ 9
 
5.2
 
I
NSTALLING 
ICM/IPCC
 
M
AINTENANCE 
R
ELEASE 
7.1(
X
) ...................................................................................... 11
 
6
 
ICM/IPCC CONFIGURATION LIMITS AND SCALABILITY CONSTRAINTS ............................................. 11
 
7
 
ICM/IPCC HARDWARE AND SOFTWARE REQUIREMENTS ........................................................................ 14
 
7.1
 
IPCC
 
E
NTERPRISE 
E
DITION 
H
ARDWARE 
R
EQUIREMENTS
..................................................................................... 15
 
7.1.1
 
Notes on Agent Capacity Calculation.............................................................................................................. 15
 
7.1.2
 
New Deployments and Technology Refresh..................................................................................................... 17
 
7.1.3
 
Common Ground Upgrade .............................................................................................................................. 19
 
7.1.4
 
Unified Contact Center Management Portal................................................................................................... 21
 
7.2
 
S
YSTEM 
IPCC
 
E
NTERPRISE 
H
ARDWARE 
R
EQUIREMENTS
...................................................................................... 22
 
7.3
 
ICM
 
E
NTERPRISE 
E
DITION 
H
ARDWARE 
R
EQUIREMENTS
....................................................................................... 23
 
7.3.1
 
Note on Agent Capacity ................................................................................................................................... 23
 
7.3.2
 
New Deployments and Technology Refresh..................................................................................................... 23
 
7.3.3
 
Common Ground Upgrade .............................................................................................................................. 24
 
7.4
 
IPCC
 
H
OSTED 
E
DITION 
H
ARDWARE 
R
EQUIREMENTS
............................................................................................ 26
 
7.4.1
 
Unified Contact Center Management Portal Hardware Requirements........................................................... 27
 
7.4.1.1
 
Two Physical Drive Layout ..................................................................................................................................... 27
 
7.4.1.2
 
Network ................................................................................................................................................................... 27
 
7.5
 
ICM
 
H
OSTED 
E
DITION 
H
ARDWARE 
R
EQUIREMENTS
............................................................................................. 28
 
7.6
 
ICM/IPCC
 
C
OMMON 
C
OMPONENT 
S
ERVER 
R
EQUIREMENTS
................................................................................ 29
 
7.6.1
 
ICM Router ...................................................................................................................................................... 29
 
7.6.2
 
ICM Logger ..................................................................................................................................................... 29
 
7.6.2.1
 
New Deployment and Technology Refresh Upgrade............................................................................................... 30
 
7.6.2.2
 
Common Ground Upgrade....................................................................................................................................... 30
 
7.6.3
 
AW – Distributor, HDS, and WebView Server ................................................................................................ 31
 
7.6.3.1
 
New Deployment and Technology Refresh Upgrade............................................................................................... 32
 
7.6.3.2
 
Common Ground Upgrade....................................................................................................................................... 34
 
7.6.3.3
 
Dedicated WebView Server..................................................................................................................................... 35
 
7.6.4
 
AW – Real-Time Distributor ............................................................................................................................ 36
 
7.6.5
 
AW – Real-Time Client only (Client AW) ........................................................................................................ 36
 
7.6.6
 
WebView Client and Internet Script Editor ..................................................................................................... 37
 
7.6.7
 
VRU Peripheral Gateway (PG) ....................................................................................................................... 37
 
7.6.8
 
IPCC Gateway ................................................................................................................................................. 38
 
7.6.9
 
TDM ACD Peripheral Gateway (PG) ............................................................................................................. 38