Release Note для Cisco Cisco Unified Contact Center Enterprise 8.5(4)
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