Cisco Packaged Contact Center Enterprise Design Guide, Release 10.5(1)
Configuration Limits
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Configuration Limits

Configuration Limits

Packaged CCE Component Capacity

For components used by both Unified CCE and by Packaged CCE, this table shows the Packaged CCE capacity. The Active column is relevant only for components that are constrained by routing limits.

Feature/Component

Active

Maximum configured / Notes

Agents

1000

6000

Web Interaction Manager / E-Mail Interaction Manager or 3rd party multichannel integration

Any of the 1000 active agents

The number of agents that can be kept busy depends on the following factors:
  • the number of Web Interaction Manager/E-mail Interaction Manager web/application server pairs
  • the email and chat request rates

See Load Capacity.

Mobile Agents

A maximum of 250 out of the 1000 active agents

Note that the CTI ports on Unified Communications Manager cannot exceed 500. (250 LCP ports and 250 RCP ports.)

Agents available for Agent Callback Requests via SocialMiner

Any of the 1000 active agents

The number of agents that can be kept busy depends on the following factors:

Outbound Agents

Any of the 1000 active agents

The number of agents that can be kept busy depends on the following factors:
  • lines per agent
  • dialing mode
  • hit rate
  • talk time

See Load Capacity.

Supervisors

100 (included in maximum 1000 concurrent agents)

600 (included in maximum 6000 agents)

Agents per Team

50

Supervisors per Team

50

Attributes per System

10,000

Attributes per Agent

50

Bucket Intervals

1000

Bulk Jobs

200

Call Types

2000

Call Type skill groups per interval

2000

Departments

50

Departments per Administrator

10

Desk Settings

1000

Dialed Numbers (External Voice)

1000

Dialed Numbers (Internal Voice)

1000

Dialed Numbers (Multichannel for SocialMiner)

500

Dialed Numbers (Multichannel for E-Mail and Web Interaction Manager)

500

Dialed Numbers (Multichannel for Third Party)

500

Dialed Numbers (Outbound Voice)

500

Expanded Call Variables (persistent)

20

You can create any number of Expanded Call Variables within the 2000-Byte system capacity.

There can be no persistent array variables.

Network VRU Scripts

1000

Number of Script Versions

100

Precision Queues (PQs per System)

2000

Precision Queues: Steps per System

5000

Precision Queues: Steps per Precision Queue

10

Precision Queues: Unique Attributes per Precision Queue

10

Queues per Agent (Skill Groups and Precision Queues combined)

15

Reason Codes

100

Reporting: Cisco Unified Intelligence Center Reporting Users

100 (when using CCE DataServer is the data source)

Reporting: Finesse Reporting Users

1000 All logged-in Finesse users can use LiveData reports

Routing Scripts

500

1000

Skill Groups

3000

Skill Group statistics refresh rate

10 seconds (Default)

Roles 30

Teams

600

Teams per Agent 1
Teams per Supervisor 20

Load Capacity

Feature/Component

Maximum configured / Notes

Conferences

75 simultaneous active conferences or 2250 Busy Hour Call Attempts.

This sizing applies to agent node only, for both agent and back-office devices, with all agent devices on the same node pair.

When this state of the call ends, the call is counted as a normal call.

Maximum call load for Agents

30 calls per hour per agent or 30,000 Busy Hour Call Attempts enforced by Congestion Control

Maximum load for email and chat requests

6000 e-mail requests per hour

5000 chat requests per hour

Maximum load for Agent Callback Requests via SocialMiner

1000 agent requests per hour

Music on Hold (Hold/Resume)

225 active calls on hold or 6750 Busy Hour Call Attempts

When this state of the call ends, the call is counted as a normal call.

Transfers

150 simultaneous active transfers or 4500 Busy Hour Call Attempts

This sizing applies to agent node only, for both agent and back-office devices, with all agent devices on the same node pair.

When this state of the call ends, the call is counted as a normal call.

Unified CVP

The maximum number of Unified CVP ports supported by the CCE PAC M1 deployment is 1800, based on gateway profile.

The sum of calls at agent and calls queued (IVR ports) cannot exceed 1800.

Each Unified CVP is configured to share the load and handle up to 450 ports.

During a failover scenario, the operational Unified CVPs double their load-sharing to handle up to 900 ports.

Outbound Option Capacity

Feature/Component

Maximum configured / Notes

Cisco Unified Border Element

While configuring Cisco Unified Border Element, ensure that you:

  • Disable the CPA on the terminating network or voice gateway when the Cisco Unified Border Element is connected to the voice gateway or any other terminating network.
  • Configure the three dial-peers in the Cisco Unified Border Element. The dial-peers are used for:
    • incoming calls from the dialer.
    • outgoing calls to the terminating network from the Cisco Unified Border Element.
    • calls to be routed to the Cisco Unified Communications Manager.
  • Issue the following commands globally to configure the Cisco Unified Border Element:
    • no supplementary-service sip refer
    • supplementary-service media-renegotiate

Dialer per system

1 on each side, with only one 1 active

Dialer type: only SIP Dialer supported

Gateways and SIP Outbound Dialer Ports

In a Packaged CCE deployment, you can be connected to only one gateway OR you can use SIP Proxy to connect to multiple gateways. In either case, the maximum number of configured dialer ports is 500.

Gateway Redundancy
Each dialer can connect to one gateway. Gateway redundancy is as follows:
  • If the Voice Gateway on Side A is down, Dialer B will take over and use Voice Gateway B.
  • If the Voice Gateway on Side B is down, Dialer A will take over and use Voice Gateway A.

Number of Agent and IVR Campaigns

100 (Includes Agent and IVR Campaigns)

Port Throttle

10

Proxy/Cisco Unified SIP Proxy (CUSP)

CUSP is supported with Outbound Option Dialer for managing multiple egress gateways.