Cisco Cisco Agent Desktop 8.0 技术参考
Guidelines for Sizing Deployments
November 2006
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Guidelines for Sizing Deployments
Service capacities vary based on the total number of agents in a contact center and
whether or not silent monitoring and recording are required.
whether or not silent monitoring and recording are required.
NOTE: The following guidelines are based on testing with a combination of
real and simulated agents.
real and simulated agents.
Component Sizing
The Cisco Desktop base services consist of a set of services that run as NT services.
The base services include:
The base services include:
■
Chat service
■
Directory Services
■
Enterprise service
■
Browser & IP Phone Agent service
■
LDAP Monitor service
■
Licensing & Resource Manager service
■
Recording & Statistics service
■
Sync service
■
Tomcat web service
The Enterprise service and BIPPA service interface with the CTI service, typically
running on a peripheral gateway (PG).
running on a peripheral gateway (PG).
There are other services that can be placed on the same or separate computer as the
base services. These include:
base services. These include:
■
Voice-Over IP Monitor service
■
Recording & Playback service
A set of the base services plus the additional services is a logical contact center, or
LCC. The maximum number of agents that can be supported by a single LCC is
1,000 (approximately 15,000 Busy Hour Call Completion [BHCC] with a call volume
of 20 calls per agent per hour).
LCC. The maximum number of agents that can be supported by a single LCC is
1,000 (approximately 15,000 Busy Hour Call Completion [BHCC] with a call volume
of 20 calls per agent per hour).
Voice-Over IP Monitor Service
CAD, CAD-BE, and IPPA agents can be monitored by a VoIP Monitor service (“server
monitoring”). CAD agents can also be monitored at the desktop (“desktop
monitoring”).
monitoring”). CAD agents can also be monitored at the desktop (“desktop
monitoring”).