Cisco Unified Contact Center Express Solution Reference Network Design Release 9.0(2)
Server Capacities and Limits
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Server Capacities and Limits

The following table provides a selected list of capacity limits when deploying Unified CCX on UCS and MCS servers.
Table 1 Capacity Limits
 

Unified CM Deployment

Maximum number of inbound agents

4001

Maximum number of preview outbound agents

100

Maximum number of supervisors

42

Maximum number of IVR ports

400

Maximum number of Outbound IVR ports

150

1 Maximum of 300 is supported when deploying on MCS Server.

This table shows absolute limits. Reaching the limits for multiple criteria in a specific configuration might not be possible. Use the Cisco Unified Communications Sizing Tool to validate your configuration. This tool is available at:

http:/​/​tools.cisco.com/​cucst

The Cisco Unified Communications Sizing Tool is available to Cisco partners only. For more details and to validate your configuration, contact your Cisco sales engineer or Cisco partner to access this tool.

For information on capacity and sizing of Cisco Workforce Optimization, refer to Cisco Workforce Optimization System Configuration Guide.

The summary overview of system maximums for inbound and outbound voice listed in Table 7 is for reference only. All system configurations require you to use the Cisco Unified Communications Sizing Tool to pass required Cisco Assessment to Quality (A2Q) bid assurance.

Please note that all deployments containing preview outbound and outbound IVR are by definition blended inbound/outbound deployments. In addition, the media convergence servers (MCS) in Table 7 apply only to Cisco MCS 7816-H3 and MCS 7816-I3, MCS 7825-H3 and MCS 7825-I3, MCS 7835-H2 and MCS 7835-I2, and MCS 7845 -H2 and 7845-I2, and later versions of these servers. Older versions of these servers have lower scalability limits, which you can determine by using the Cisco Unified Communications Sizing Tool.

Table 2  Reference Capacities for Inbound and Blended Inbound and Outbound Systems

Critical Inbound-Only Voice System Maximum Capacities when Deployed with Cisco Unified Communications

 

Standalone Server

Two-Server Cluster

Server class

5

4

3

2

1

5

4

3

2

1

Agents

400

300

150

100

75

400

300

150

100

75

Supervisors

42

32

15

10

8

42

32

15

10

8

Agent E-Mail

120

120

120

30

30

120

120

120

30

30

Web Chat 2

50

50

25

25

25

50

50

25

25

25

Monitoring

42

32

15

10

8

42

32

15

10

8

Recording and Playback3

84

64

32

24

16

84

64

32

24

16

Customer service queues

150

150

100

25

25

150

150

100

25

25

Historical reporting sessions

5

5

5

3

3

16

16

10

10

10

Skills

150

150

150

150

150

150

150

150

150

150

IVR ports4

400

300

150

100

75

400

300

150

100

75

ASR ports

100

100

50

50

50

100

100

50

50

50

TTS ports

160

160

40

40

40

160

160

40

40

40

VoiceXML ports

80

80

40

40

40

80

80

40

40

40

Remote monitoring

32

32

15

10

8

32

32

15

10

8

Busy Hour Call Completions (BHCC)

6000

5000

2600

2000

1800

6000

5000

2600

2000

1800

Number of skills with which an agent can associate

50

50

50

50

50

50

50

50

50

50

Number of CSQs with which an agent can associate (includes total combined email CSQs and voice CSQs)

25

25

25

25

25

25

25

25

25

25

Number of skills with which a CSQ can associate

50

50

50

50

50

50

50

50

50

50

Number of CSQs for which a call can queue

25

25

25

25

25

25

25

25

25

25

Critical Blended Inbound and Outbound Voice System Maximum Capacities when Deployed with Cisco Unified Communications

 

Standalone Server

Two-Server Cluster

Agents

400

300

75

75

50

400

300

75

75

50

Supervisors

42

32

10

10

5

42

32

10

10

5

Monitoring

42

32

10

10

5

42

32

10

10

5

Recording and Playback

42

32

10

10

8

42

32

10

10

8

Historical Reporting sessions

2

2

2

2

2

8

8

4

4

4

CSQs

150

150

100

25

25

150

150

100

25

25

Skills

150

150

150

150

150

150

150

150

150

150

IVR ports

400

300

150

100

75

400

300

150

100

75

ASR ports

100

100

50

50

50

100

100

50

50

50

TTS ports

160

160

40

40

40

160

160

40

40

40

VoiceXML ports

80

80

40

40

40

80

80

40

40

40

Agent E-Mail

120

120

120

30

30

120

120

120

30

30

Web Chat

50

50

25

25

25

50

50

25

25

25

Remote monitoring

32

32

10

10

5

32

32

10

10

5

Blended or Preview Agents

100

100

75

75

50

100

100

75

75

50

Preview Outbound BHCC

6000

5000

2600

2000

1800

6000

5000

2600

2000

1800

Outbound IVR BHCC

6000

5000

2600

2000

0

6000

5000

2600

2000

0

Total BHCC5

6000

5000

2600

2000

1800

6000

5000

2600

2000

1800

Number of skills with which an agent can associate

50

50

50

50

50

50

50

50

50

50

Number of CSQs with which an agent can associate

25

25

25

25

25

25

25

25

25

25

Number of skills with which a CSQ can associate

50

50

50

50

50

50

50

50

50

50

Number of CSQs for which a call can queue

25

25

25

25

25

25

25

25

25

25

Outbound IVR ports

150

150

75

75

0

150

150

75

75

0

2 The number of chat sessions is the minimum of the agent seat count and the maximum capacity. For example:
  1. If your agent seat count is 100 and your hardware is in the server class 1, 2, or 3, you can have 25 chat sessions. For server classes 4 and 5, you can have 50 chat sessions.
  2. If your agent seat count is 10, you can have 10 chat sessions, regardless of the server class.
3 84 for Premium; 32 for Enhanced.
4 The number of IVR ports is also limited by the maximum number supported for a given server platform. In case of virtualized deployment, the maximum number of IVR ports is limited by the maximum number supported for a given virtual machine template.
5 For high-availability (HA) deployments, the BHCC listed in the table is for LAN deployments. For WAN deployments, BHCC is 5000, 3250, 2250, 750, and 750 for server classes 5, 4, 3, 2, and 1 respectively. In addition, the BHCC contributed by the preview outbound dialer should not exceed 1000, 1000, 750, 750 and 750 for server class 5, 4, 3, 2, and 1 respectively. The BHCC contributed by OutboundIVR should not exceed 1000, 1000, 750, and 750 for server class 5, 4, 3, and 2 respectively. These reduced BHCC apply only to HA over WAN deployments.

Note


All the capacities stated in this section are system maximums. Actual maximums are a function of the hardware server(s) and mix of features deployed on those servers.


The below table lists the server classes, the different servers in each class, and the OVF templates for each server class.

Table 3 Server Classes, Servers, and OVF Templates Supported by Unified CCX

Server Class

1

2

3

4

5

Servers

Cisco MCS 7816

Cisco MCS 7825

Cisco MCS 7835

Cisco MCS 7845

TRC

OVF templates

 

100 agents

 

300 agents

400 agents

For more information about TRC servers, see http:/​/​docwiki.cisco.com/​wiki/​Unified_​Communications_​Virtualization_​Supported_​Applications#Contact_​Center_​Applications.