Cisco Unified Contact Center Enterprise 11.0(1) 发行公告
Cisco Unified ICM/Unified CC Enterprise & Hosted Editions, Release 7.2(x)
Rev. 1.30
Hardware and System Software Specification
Contents
©2010 Cisco Systems, Inc.
iii
Contents
1
OVERVIEW ............................................................................................................................................................ 1
1.1
U
PDATED
I
NFORMATION IN THIS
D
OCUMENT
...................................................................................................... 2
2
REFERENCES ........................................................................................................................................................ 4
2.1
N
OTE ON
C
ISCO
P
RODUCT
N
AMES
..................................................................................................................... 4
3
SERVERS FOR CISCO CONTACT CENTER APPLICATIONS ....................................................................... 5
4
SERVER HARDWARE CONFIGURATION GUIDELINES ............................................................................... 6
4.1
U
NIFIED
C
ONTACT
C
ENTER
M
ANAGEMENT
P
ORTAL
D
ATA
S
TORAGE AND
B
ACKUP
.............................................. 9
4.1.1
Database Sizing........................................................................................................................................... 9
5
SOFTWARE UPGRADE CONSIDERATIONS .................................................................................................. 10
5.1
U
PGRADING TO
U
NIFIED
ICM/U
NIFIED
C
ONTACT
C
ENTER
R
ELEASE
7.0(0)........................................................ 10
5.2
I
NSTALLING
U
NIFIED
ICM/U
NIFIED
C
ONTACT
C
ENTER
M
AINTENANCE
R
ELEASES
............................................. 12
5.2.1
Unified ICM/Unified Contact Center Configuration Limits and Scalability Constraints ............................ 12
5.2.2
Unified ICM/Unified Contact Center Hardware and Software Requirements ............................................. 15
5.3
U
NIFIED
C
ONTACT
C
ENTER
E
NTERPRISE
H
ARDWARE
R
EQUIREMENTS
............................................................... 17
5.3.1
Notes on Agent Capacity Calculation ........................................................................................................ 18
5.3.2
New Deployments and Technology Refresh ............................................................................................... 18
5.3.3
Common Ground Upgrade ........................................................................................................................ 20
5.3.4
Unified Contact Center Management Portal.............................................................................................. 21
5.3.5
Remote Silent Monitoring .......................................................................................................................... 22
5.4
U
NIFIED
S
YSTEM
C
ONTACT
C
ENTER
E
NTERPRISE
H
ARDWARE
R
EQUIREMENTS
.................................................. 23
5.5
U
NIFIED
ICM
E
NTERPRISE
H
ARDWARE
R
EQUIREMENTS
.................................................................................... 25
5.5.1
Note on Agent Capacity............................................................................................................................. 25
5.5.2
New Deployments and Technology Refresh ............................................................................................... 25
5.5.3
Common Ground Upgrade ........................................................................................................................ 26
5.6
U
NIFIED
C
ONTACT
C
ENTER
H
OSTED
H
ARDWARE
R
EQUIREMENTS
..................................................................... 28
5.6.1
Unified Contact Center Management Portal Hardware Requirements ....................................................... 29
5.6.1.1
Drive Partition Layout
..................................................................................................................................... 29
5.6.1.2
Network
............................................................................................................................................................ 29
5.7
U
NIFIED
ICM
H
OSTED
H
ARDWARE
R
EQUIREMENTS
.......................................................................................... 31
5.8
U
NIFIED
ICM/U
NIFIED
C
ONTACT
C
ENTER
C
OMMON
C
OMPONENT
S
ERVER
R
EQUIREMENTS
................................ 32
5.8.1
Unified ICM/Unified Contact Center Router ............................................................................................. 32
5.8.2
Unified ICM/Unified Contact Center Logger ............................................................................................. 33
5.8.2.1
New Deployment and Technology Refresh Upgrade
.......................................................................................... 33
5.8.2.2
Common Ground Upgrade
................................................................................................................................ 34
5.8.3
AW – Distributor, HDS, and WebView Server ........................................................................................... 35
5.8.3.1
New Deployment and Technology Refresh Upgrade
.......................................................................................... 37
5.8.3.2
Common Ground Upgrade
................................................................................................................................ 38
5.8.3.3
Dedicated WebView Server
.............................................................................................................................. 40
5.8.4
AW – Real-Time Distributor ...................................................................................................................... 41
5.8.5
AW – Real-Time Client only (Client AW) .................................................................................................. 41
5.8.6
WebView Client and Internet Script Editor ................................................................................................ 41
5.8.7
VRU Peripheral Gateway (PG) ................................................................................................................. 42
5.8.8
Unified Contact Center Gateway ............................................................................................................... 43
5.8.9
TDM ACD Peripheral Gateway (PG) ........................................................................................................ 43
5.8.10
Unified ICM/Unified CC SS7 Network Interface Option ....................................................................... 45