Cisco Unified Contact Center Enterprise Design Guide, Release 10.0(1)
System Requirements and Constraints
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System Requirements and Constraints

System Requirements and Constraints

Configuration Limits and Scalability Constraints

The following tables specify the configuration limits and scalability constraints for the Unified ICM/CCE products. These configuration limits are part of the Unified ICM/CCE product design constraints and were used for system sizing characteristics as tested by Cisco. Most of these system parameters (or combinations of these system parameters) form contribution factors that affect system capacity. When you design your contact center, take special care to ensure that your design is deployed within these limits. (See the comments in the following table for more detail.) Consult Cisco if you have special configuration requirements that might exceed specific parameters.

Important:

This appendix serves as a quick reference. Check the Unified Communications in a Virtualized Environment and the Compatibility Matrix for Unified CCE pages on the DocWiki, and the Cisco Unified Collaboration Sizing Tool for more information on system constraints.

The compatibility matrix specifies all supported configurations and versions for Cisco Unified Contact Center Enterprise Release 10.0. The information in the compatibility matrix supersedes compatibility information in any other Cisco Unified Contact Center Enterprise documentation. If a configuration or version is not stated in the compatibility matrix, that configuration or version is not supported.

The check mark in the table indicates that a given parameter is applicable to the indicated Unified ICM/CCE product edition. See the notes at the end of this table.

Table 1 Configuration Limits and Scalability Constraints
Maximum Limit   Limit Value Applies to Comments  
<=450 agents (Unified CCE only) >450 - <=12,000 agents Unified CCE Unified ICME Unified CCH Unified ICMH
ECC (Extended Context Call) and User variables size (bytes) 2000 2000

Unified CVP and Outbound Option rely on a subset of this maximum limit for integration with Unified ICM.

The maximum indicated is independent from the number of ECC and user variables used, with each representing approximately 50-bytes extra storage per record. The maximum includes both persistent and nonpersistent variables.

Number of Peripheral Variables (Call Variables) 10 10  
Peripheral Variable length (characters) 40 40 40 characters, excluding terminating NULL.
VRU PIMs on each VRU PG N/A 10 Each CVP PIM supports 900 ports, which means that the total maximum ports on a VRU PG is 9000.
VRU PIMs on each Generic PG 2 4

A Generic PG with Cisco Unified Call Manager (CUCM) PIM only supports 1000 Ports total.

VRU PIMs on each System PG N/A 5  IP-IVR PIMs only.
TDM PIMs on each PG N/A 5

Multiple PIMs on a PG affect performance. Compared to a single PIM on each PG, multiple PIMs lower the total number of agents, IVR ports, and supported call volume.  There is a maximum of one PIM on each TDM PG with CTI OS coresident.  

MR PIMs on each MR PG 1 2  
UCM PIMs 1 12  
Duplex PGs on each ICM instance 1 150 For deployments with <= 450 agents and Cisco Outbound Option, there is another MR PG. See UCM limit above.
PIMs on each system (total) 4 150 One agent PIM, two VRU PIMs, and one MR PIM (applies to >= 450 agents only).
Configured agents on each system (total)   N/A 65,000  
Configured agents on each system (total)   3000 76,000  
Configured agents on each peripheral 3000 3 x agent capacity Example: For a 2000 agent capacity peripheral gateway, the maximum configured agents for that peripheral is 6000.
Skill groups on each peripheral gateway 1500 3000 Configuration of precision queues creates a skill group per agent PG which counts toward the supported number of skill groups on each PG.
Skill groups on each system 1500 27,000       Configuration of precision queues creates a skill group per agent PG which counts toward the supported number of skill groups on each system.
CTI OS on each Agent PIM 1 1  
Provisioning operations on each hour 30 120 For Configuration Manager, web reskilling, CCMP, or AAS – maximum number of save operations across all ADSs in the solution in a 1-hour period. 200 changes per provisioning operation.
SCCP dialer ports on each dialer N/A 120  
SCCP dialers on each PG pair (Side A + Side B) N/A 2 Only one dialer type (SCCP or SIP) can be installed per PG.
SIP dialer ports on each dialer N/A 1500 This limit assumes that the model is distributed, numbers vary based on deployment.
SIP dialers on each PG pair (Side A + Side B) N/A 1 Only one dialer type can be installed per PG.
SIP dialer Ports on each server (total) N/A 1500 In multi-instance deployment.
Dialer ports on each system (total) N/A 4000  
Dialers on each system (total) N/A 32
Campaigns on each system N/A 100  
Campaigns skill groups on each system   N/A 100 Total  skill groups from all campaigns.
Campaign skill groups on each campaign N/A 20 Limitation on skill groups for any given campaign (as long as the maximum 100 campaign skill groups per system not exceeded).
Dialed numbers on each system 1500 240,000        
Labels configured on each system 500 160,000        
Call type skill groups on each interval 1000 30,000 Total call type skill group records.
Configured call types 500 10,000 Total call types configured.
Active call types 250 8000  
Precision Routing (PR) Attributes on each system N/A 10,000  
PR Attributes for each Agent N/A 50  
PR Precision Queues (PQ) on each system N/A 2000  
PR PQ Steps on each system N/A 5000  
PR Terms for each PQ Step N/A 10  
PR Steps for each PQ N/A 10  
PR Unique attributes for each PQ N/A 5  

Note


Deployments close to the maximum number of configured agents on a system can show performance degradation and failed call routing, especially if contending capacity limitations also approach maximum thresholds. Expert assistance from partner or professional services is generally necessary for capacity-related system planning. Parameters that most impact performance with large numbers of configured agents include total number of system peripherals, routes, number of active agents, and overall call load. The points at highest risk for degradation are busy hours and the half-hour update period, during which the PG sends report data to the Central Controller. System administrators can lessen the impact of these issues by purging unused configured agents, retiring inactive peripherals, and maintaining systems at current maintenance release levels.



Note


For Unified CCH running with SCCP dialer, there is only one instance of Cisco Outbound Option for each CICM platform/complex with a maximum of two dialers for each PG pair.


Administration and Data Server Limits by Deployment Type

You can deploy only so many Administration and Data Servers for each Logger. You can only deploy more AWs by removing an equal number of AW-HDSs.

Table 2 Administration and Data Server Deployment Limits
Component on each Logger side Limits by agent count
450 4000 12,000
AW only 1 2
AW-HDS-DDS 1 1
AW-HDS 3
HDS-DDS 1

Limits for Active Administration and Data Server Users

The following table lists the limits for the types of active Administration and Data Server users.

User

Unified CCE 4,000 Agent Deployment

Unified CCE 12,000 Agent Deployment

Notes

Administrators

350

1000

Includes setup, configuration, and scripting users. Each Distributor can support up to 64 users.

Real-Time Only Distributors (for configuration only)

4 (2 on each side)

10 (5 on each side)

Standard Operating Conditions

Except when explicitly specified, the Unified ICM/CCE hardware selection described in this section is based on the following operating conditions. When you size a Unified CCE Reference Design, Unified ICM, or other Unified CCE software implementation, consider the factors listed here. Many variables affect system capacity, but Cisco chose values for a representative subset. The sizing limitations in this table are based on that subset of variables.

Table 3 Operating Conditions for Unified ICM/Unified CCE
Operating Condition   Value Applies to Comments  
<=450 agents >450 - <12,000 agents Unified CCE Unified ICME Unified CCH Unified ICMH
Maximum number of CTI OS Servers per PG 1 1

Standalone CTI OS system (not for production systems)

Maximum number of Cisco Finesse servers per PG 2 2  

Each PG pair can support 2000 agents.

Average skill groups per agent per team 5 5

Does not include default skill group; assumes 17 statistics for each skill group enabled

Number of supervisors 10% 10%

10% of total agent population

Number of teams Agents/10 10%

10% of total agent population (9 agents and 1 supervisor per team)

Monitor mode applications (CTI OS)   2 2

You can increase the number of monitor mode connections to 5 by reducing the All-Event clients by an equal amount.

N/A 10 1 per instance  

All-Event clients (CTI Server) 1 5  

These clients are in addition to the 2 CTI OS connections. You can reduce the number of All-Event clients to support more monitor mode connections.

ECC variables 5 scalars 5 scalars

40 bytes each

Call flow traffic on straight calls 85% 85%  

Call flow traffic on transfer calls 10% 10%
Call flow traffic on conference calls 5% 5%
Outbound dialer call transfer rate N/A 30%

Percentage of the calls transferred to agent or IVR

Data Store Configurations

If you are setting up Tested Reference Configuration (TRC) or spec-based servers, consult the UC Virtualization Supported Hardware page on the DocWiki.

Workstation Specifications

The following list gives the minimum system requirements for agent and administrator workstations:

  • CPU—Intel®Pentium® dual-core processor (2.5 GHz)
  • Memory—4-GB RAM
  • Hard drive—250-GB SATA
  • Sound card—Windows-compatible full-duplex sound card required if the contact center uses Cisco IP Communicator, Silent Monitoring, or Jabber.

Administration & Data Servers and Administration Clients have these extra requirements:

  • Graphics card—Support for 1024 x 768 x 64 K color or better
  • Display monitor—17 inch or larger
Related References

G.711 Audio Codecs Support

Unified CCE negotiates the audio codec when a call first connects between two points. For example, the codec is negotiated when:

  • A call arrives in the system and media is established between the ingress gateway and a VXML browser.
  • A call in the queue connects to an agent and media is established between the ingress gateway and the agent phone.
  • An agent conferences a call and media is established between all the parties and a conference resource.

Codec selection can change on each leg of the call, depending on what codecs each component supports.

There are two types of audio codecs for G.711:

  • G.711 muLaw—Used in North America and Japan
  • G.711 A-Law—Used everywhere else

Unified CCE supports both audio codecs.

In previous releases, the TDM gateway could convert the A-Law that PCM used in the ISDN trunk to G.711 muLaw on the SIP dial peer. This conversion enabled the voice traffic inside the contact center to run on G.711 muLaw, while the EMEA PSTN was on A-Law.

Service providers now have a SIP interface that bypasses the TDM VGW; this requires a new architecture with internal support for A-Law.

Unified Communications Manager allows configuring codec preferences at the region level; so you can advertise both A-Law and muLaw.

Codec Support in CVP

CVP Default Prompts

CVP has default prompts for both muLaw and A-Law. You can only use one of the codecs in your deployment.

Agent Greeting

You can record agent greetings in either muLaw or A-Law.

ASR/TTS

CVP supports ASR/TTS with either muLaw or A-Law .

Codec Support in Unified CCE

Mobile Agent

Mobile Agent can advertise either G.711 muLaw or A-Law. But, Mobile Agent can only advertise one codec at a time. All the Mobile Agents on a peripheral must use the same codec. The Unified Communications Manager must insert a transcoder in order to send a Mobile Agent a call in a different codec.

Cisco Outbound Option Dialers

SCCP Dialers do not support A-Law.

SIP Dialers with Cisco UBE can support A-Law with specific design considerations. The SIP Dialer only supports SIP Trunking using the Cisco UBE with CPA disabled. The SIP Dialer does not advertise A-Law. So, the deployment needs DSP resources on Cisco UBE during the initial negotiation (no media) between the SIP Dialer and the SIP service provider. During a REFER from the Dialer to the agent, Cisco UBE renegotiates the code with the agent to use A-Law. Cisco UBE can then release the DSP resource (Transcoder).

Silent Monitor Support

The following silent monitoring solutions support both muLaw and A-Law:

  • Unified Communications Manager Silent Monitoring
  • CTI OS-based Silent Monitoring
  • Cisco Remote Silent Monitoring
  • Cisco Agent Desktop Silent Monitoring

Mixed Environments Not Supported

Mixed mode A-Law and muLaw deployments are not supported.

Design consideration is needed for a site that is transitioning from muLaw to A-Law.

Mobile Agent

All Mobile Agents on a peripheral are required to use the same codec.

CVP Prompts

CVP prompts must all use the same codec.

Solution Component and Feature Availability by Deployment Type

This table lists the availability of certain components and features in various deployment types.

Solution Component and Feature Availability by Deployment Type

1—NAM

3—NAM Rogger

2—IVR-ICM

4—ICM Router/Logger

8—ICM Rogger

5—UCCE 8000 Agents Router/Logger

6—UCCE 12000 Agents Router/Logger

9—UCCE 4000 Agents Rogger

13—UCCE 450 Agents Progger

7—Packaged CCE : CCE-PAC-M1

10—Packaged CCE : CCE-PAC-M1 Lab Only

11—HCS-CC 1000 Agents

12—HCS-CC 500 Agents

14—HCS-CC 4000 Agents

Unified CCE/Unified Communications Manager Agents

N

N

Y

Y

Y

Y

Third-party ACD Agent PG

N

N

Y

N

N

N

Third-party IVR PG

N

Y

Y

Y

N

N

Precision Routing

N

N

N

Y

Y

Y

ICM-to-ICM Gateway

Y

Y

Y

Y

N

N

Cisco Finesse

N

N

Y1

Y

Y

Y

Agent Request API

N

N

N

Y

Y

N

Unified CCMP

N

N

Y

Y

N

Unified CCDM2

Web Admin and REST APIs

N

N

N

Partial3

Y

Unified CCDM4

Parent or Child

N

N

Y

N

N

N

CICM

N

N

Y

N

N

N

1 Finesse is only available for Unified CCE/Unified Communications Manager agents. Finesse is not available for Third-party ACD agents.
2 Unified CCDM is the management tool for Unified HCS for Contact Center.
3 Only Precision Routing configuration is exposed.
4 Unified CCDM is the management tool for Unified HCS for Contact Center.

Congestion Control Limits by Deployment Type

Congestion Control provides protection to the Central Control Router from overload conditions caused by high call rates. When faced with extreme overload, congestion control keeps the system running close to its rated capacity.

Congestion Control provides satisfactory service during an overloaded condition to a smaller percentage of calls, rather than a highly degraded service to all calls. The feature keeps the system within its capacity by rejecting calls by the Routing Clients at the call entry point. Throttling the capacities ensures the service of the routed calls is successful without timeouts. This throttling prevents overloading the Router and ensures the designed call processing throughput under overload conditions. The following table lists the supported deployment types with the maximum supported calls per second (CPS).

Table 4 Deployment Types
Deployment type Maximum calls per second

Unified CCE 12,000 Agents Router/Logger

105

Unified CCE 8000 Agents Router/Logger

69

Unified CCE 4000 Agents Rogger

35

Unified CCE 450 Agents Progger

4

HCS-CC 4000 Agents

32

HCS-CC 1000 Agents

8

HCS-CC 500 Agents

5

Unified ICM Rogger

58

Unified ICM Router/Logger

115

NAM

300

NAM Rogger

150

Scalability Impacts of Components and Features

When your contact center use certain optional components and features, they have impacts on Unified ICM/Unified CCE scalability and capacity calculations. This table lists some of these impacts.

Component or feature

Impact

CTI OS Security

When you enable CTI OS Security, agent capacity decreases by 25%.

IPSec

When you enable IPSec:

  • The maximum supported operational capacities for peripheral gateways in a CCE deployment decrease by 25%. This capacity reduction applies to agents, VRU ports, SIP Dialer ports, and call rate.
  • The maximum call rate (calls per second) that the CCE deployment supports decreases by 25%.

Mobile agents

Unified CCE does not directly control the phones of mobile agents. The two delivery modes, Call-by-Call and Nailed Connection, use resources differently. Run the Cisco Unified Collaboration Sizing Tool to determine the exact impact of mobile agents.

Cisco Outbound Option

This feature reduces the agent capacity of the Agent PGs, as follows:

Max agents = (Maximum PG agent capacity) – (1.33 x (number of SIP dialer ports))

or

Max agents = (Maximum PG agent capacity) – (4 x (number of SCCP dialer ports))

These formulas indicate platform capacity; they do not indicate how many agents can be kept busy by the number of dialer ports in the deployment. A quick, but inexact, estimate is that you require two ports for each outbound agent. Your outbound resources can vary based on hit rate, abandon limit, and talk time for the campaigns. Use the sizing tool to determine outbound resources required for your campaigns.

Agent Greeting

The Agent greeting feature has an impact the Router, Logger, and Unified Communications Manager.
  • On the Router and Logger, the feature increases route requests made which effectively decreases the maximum call rate by about one third.
  • Run the Cisco Unified Collaboration Sizing Tool to determine the exact impact on the Unified Communications Manager.

Precision Queues and Skill Groups

As the average number of precision queues or skill groups for each agent increases, the maximum concurrent agents for each PG and for the whole system decreases.

Extended Call Context (ECC)

Extended Call Context (ECC) usage greater than that in the Operating Conditions has a performance and scalability impact on critical components of Unified CCE. The capacity impact varies based on ECC configuration, which requires professional guidance on a case-by-case basis.

Related Information

Notes on Unified ICM/Unified CCE Components

This section contains notes on other Unified ICM/Unified CCE server requirements.

Administration & Data Server Deployment Capacities and Requirements

The Administration & Data Server now offers several roles (also known as deployments) based on the functionality and amount of reporting data that it can handle. This section specifies the hardware requirements for an Administration & Data Server that are used with a reporting server (Cisco Unified Intelligence Center) including servers with the following roles:
  • Administration Server, Real-Time and Historical Data Server, and Detail Data Server (AW-HDS-DDS)
  • Administration Server and Real-Time and Historical Data Server (AW-HDS)
  • Historical Data Server and Detail Data Server (HDS-DDS)

Capacity testing uses the following profile:

  • 200 Intelligence Center users per Intelligence Center server with:
    • 4 real-time reports with 100 rows and 10 fields, refreshing every 15 seconds
    • 2 historical reports with 2000 rows with 10 fields each, refreshing every 30 minutes

Note


Each reporting user is the equivalent of one Script Editor monitoring user (using Internet Script Editor or Administration Client).


Virtual Machine Capacities

The following table provides capacity guidelines for the Administration & Data Server VMs.

Virtual machine Reporting user capacity vDisks

Administration Server - AW

50

1x 40 GB

AW-HDS-DDS

200

1x 80 GB and 1x 500 GB

5

AW-HDS

200

1x 80 GB and 1x 500 GB

6

HDS-DDS

200

1x 80 GB and 1x 500 GB

7
5 The two vDisks can be in the same data store. You can customize the size of the DB vDisk at OVA deployment to meet your solution's needs with the DB Estimator tool.
6 The two vDisks can be in the same data store. You can customize the size of the DB vDisk at OVA deployment to meet your solution's needs with the DB Estimator tool.
7 The two vDisks can be in the same data store. You can customize the size of the DB vDisk at OVA deployment to meet your solution's needs with the DB Estimator tool.

CTI OS Server

Cisco requires that you collocate the CTI OS server component with the Agent PG. Standalone CTI OS servers are not supported.

See the Compatibility Matrix for Unified CCE for system requirements for the CTI OS server.

Silent Monitor Service for CTI OS

The silent monitor service is a single executable that you can deploy in two different ways:
  • As a stand-alone server, which is called Silent Monitor Server
  • Coresident with any CTI OS Client Toolkit application, which is called Silent Monitor Service for Unified CCE Toolkit

Silent Monitor Server

The Silent Monitor Server is a stand-alone server that provides silent monitor functionality for a set of mobile agents.  When you deploy the silent monitor service as a stand-alone server, do not collocate the server with any other CTI OS or Unified CCE components. The following table gives the capacity for the standard Remote Silent Monitor VM.

Table 5 Virtual Machine Capacity

Virtual machine type

Capacity (concurrent sessions)

Remote Silent Monitor

80

Silent Monitor Service for Unified CCE Toolkit

You can also configure the silent monitor service to provide silent monitor functionality for a single Unified CCE agent. In this configuration, the silent monitor service runs on the same computer as the agent or supervisor’s desktop. In a Citrix environment, the silent monitor service runs on the same computer as the agent or supervisor’s Citrix client.

Cisco Unified Web and E-Mail Interaction Manager

See the Hardware and System Software Specification for Cisco Unified Web and E-Mail Interaction Manager for system requirements, server configurations, capabilities, and limitations of the Cisco Unified Web and E-mail Interaction Manager.

Cisco Finesse Server

Cisco Finesse requires Unified Contact Center Enterprise and Unified Communications Manager. For more information about supported versions, see the Compatibility Matrix for Unified CCE.

You can only install the Cisco Finesse server as a virtual machine running under VMware ESXi. For more information, see the DocWiki page for Virtualization for Cisco Finesse.

You can deploy Finesse on its own virtual machine or according to the coresidency policies outlined in the Unified Communications Virtualization DocWiki.

For system requirements for Cisco Finesse clients, see the Compatibility Matrix for Unified CCE.

Unified Contact Center Management Portal

This section helps you select servers for Cisco Unified Contact Center Management Portal (Unified CCMP) for Unified CCE environments.

Each of the deployment models described in this section assumes the possibility of an n-sided server configuration that replicates data between sites.

Map folder structure to organizational structure to facilitate resource management.

Table 6 Virtual Machine Capacities

VM

Capacity

Agents (concurrent/configured)

Configured CCMP users

Folders

Folder depth

Small CCMP single box

1500/1500

1500

200

5

Small CCMP with Config AW

1500/1500

1500

200

5

Large CCMP Web/App Svr

8000/48,000

8000

Large CCMP DB only

8000/48,000

8000

600

6

Network Connections

Consider these factors when you design the network connections for Unified CCMP:

  • LAN—Connect Unified CCMP systems to Unified ICM/CCE and other servers via gigabit (1000BASE-T) connections.
  • WAN—Allocate a dedicated link of at least 1.5-MB/s capacity to connect Unified CCMP systems to Unified ICM/CCE or for a distributed CCMP deployment across a WAN.
  • Load Balancing—Distributed CCMP Systems can use a load balancer to distribute load across the sites.  Use a dedicated load balancer, rather than using Windows built-in functionality. Any load balancing solution must support sticky connections to maintain the web session information between requests.

Software Requirements for Unified CCMP Servers

The following table lists the software that each Unified CCMP server requires.


Note


For a single-server system, install the software prerequisites and Unified CCMP components for both the Web Application Server and the Database Server on the single server. A single-server system can only support the smallest deployments.


Table 7 Unified CCMP Server Software Requirements
Server Type of software Software

Web Application Server

OS

Microsoft Windows Server 2008 R2; SP1

Prerequisite

Microsoft Windows Configuration:

  • Application Server Role
  • File Server Role
  • Microsoft .NET Framework 3.5 SP1 feature
  • Web Server IIS Elements
    • Static Content
    • Default Document
    • Directory Browsing
    • HTTP Errors
    • ASP .NET
    • .NET Extensibility
    • ISAPI Extensions
    • ISAPI Filters
    • HTTP Logging
    • Request Monitor
    • Basic Authentication
    • Windows Authentication
    • Request Filtering
    • Static Content Compression
    • IIS Management Compression
    • IIS 6 Management Compatibility
  • Web Server (IIS) Tools

Unified CCMP components

App/Web Server component

Database Server

OS

Microsoft Windows Server 2008 R2; SP1

Prerequisite

  • Microsoft Windows Configuration:
    • Microsoft .NET Framework 3.5 SP1 feature
    • File Server Role
  • J2SE Runtime Environment 6.0, update 30 (64-bit)
  • Microsoft SQL 2008 R2 SP1 or SP2 Standard or Enterprise Edition:
    • Database Server Components
    • Workstation Components

Unified CCMP components

Database component

E.164 Dial Plan Design Considerations

Unified CCE supports E.164 dial plans and provides partial support for the ‘+’ prefix as follows:

  • Agent extensions cannot include the ‘+’ character.
  • Agent secondary lines cannot include the ‘+’ character if the agent peripheral has “All Lines” Agent Control enabled.
  • Route DNs through a CTI Route Point or a VRU cannot include the ‘+’ prefix.
  • Dialer-imported contact numbers and campaign prefixes cannot include the ‘+’ prefix.
  • Agents can dial the ‘+’ prefix in combination with an E.164 number through Finesse or enabled customized desktops.
  • Agents can dial the ‘+’ prefix in combination with an E.164 number through their phones.

For contact centers that advertise the agent extension outside of the contact center, these considerations apply:

  • Use transformation patterns to add the ‘+’ prefix to the calling number on outgoing calls. You can use Calling Party Transformation CSS for phone configuration.
  • To route incoming calls addressed to an E.164 number with the ‘+’ prefix, use called party transformations on the translation patterns to strip the ‘+’ prefix from the called number.
  • The Attendant Console does not have visibility into the phone status.