Cisco Packaged Contact Center Enterprise Product Specifications Release 9.0(x)
Cisco Packaged Contact Center Enterprise Release 9.0(x)
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Cisco Packaged Contact Center Enterprise Release 9.0(x)

Cisco Packaged Contact Center Enterprise Release 9.0(x)

Cisco Packaged Contact Center Enterprise (Packaged CCE) is a solution deployment for delivering Cisco Unified Contact Center Enterprise in a virtualized environment. The initial model of Packaged CCE (CCE PAC M1) supports up to 1000 agents. Packaged CCE requires strict adherence to configuration and capacity limits. It is mandatory to follow all rules and requirements stated in this document.

This guide specifies all supported configurations and versions for the current release of Cisco Packaged Unified Center Enterprise. The information in this guide supersedes compatibility information in any other Packaged CCE 9.0 documentation. If a configuration or version is not stated, that configuration or version is not supported.

Attention: These specifications are for the most current Maintenance Release of Packaged CCE. This document assumes that you are installing—or upgrading to—the latest Maintenance Release.

This chapter provides you with the following information about CCE PAC M1:

Overview of Packaged CCE (CCE PAC M1)

CCE PAC M1 is the current deployment model for Cisco Packaged Contact Center Enterprise (Packaged CCE). It delivers Cisco Contact Center Enterprise on a single pair of core duplexed Unified Computing System (UCS) servers, referred to as Side A and Side B. CCE PAC M1 is deployed in a virtualized environment, using OVA templates that are downloaded from Cisco Systems, Inc.

Packaged CCE (CCE PAC M1) provides the essential set of contact center functionality—call processing, prompts and rich VXML scripting, voice response collection, agent selection, queuing, and reporting. With its controlled environment and well-defined configuration and deployment boundaries, CCE PAC M1 is a robust solution with high availability and solution serviceability. Additional benefits are simplified ordering and deployment rollout, a simplified installation process, easier operation and maintenance, and Unified CCE Web Administration, the streamlined, browser-based administration interface.

CCE PAC M1 is a virtual deployment that includes:

  • Cisco Unified Contact Center Enterprise (Unified CCE)
  • Cisco Unified Customer Voice Portal (Unified CVP)
  • Cisco Unified Intelligence Center (Unified Intelligence Center)
  • Cisco Unified Communications Manager (Unified Communications Manager), and
  • Cisco Finesse (Finesse)
Related References

CCE PAC M1 Option and Feature Support

These integrated options and features are available on the VMs on the core servers:

  • Agent Greeting
  • Congestion Control
  • Courtesy Callback
  • Database Integration via Unified CVP
  • Location Based Call Admission Control (CAC)
  • Mobile Agent
  • Outbound Option
  • Post Call Survey
  • Precision Routing
  • Support for Back Office Phones
  • Unified CM-based Silent Monitoring
  • Unified CVP Reporting
  • Whisper Announcement

These elective and optional features can be installed on separate servers on the same network:

  • All Events clients (Recording, Wallboards, Workforce Management)
  • Automatic Speech Recognition and Text-To-Speech (ASR / TTS)
  • Customer Relationship Management (CRM)
  • External AW-HDS-DDS for extended data retention period or 3rd party access
  • Integration with existing Unified CM
  • MediaSense - 9.1(1)
  • Multichannel - Unified EIM/WIM 9.0 and later maintenance releases
  • CTI OS based Silent Monitor (required for SPAN-based silent monitoring only)
  • SocialMiner - 9.0(1)

At this time, the following options and features are not supported in the CCE PAC M1 deployment.


Note


This is not an exhaustive list. As a rule, if an option or feature is not mentioned in this document, it is not supported in this deployment. Non-Contact Center Cisco Unified Communication applications—such as Unity Connection or third-party applications such as CRM and recording—may be deployed on external servers if the hardware, co-residency, and support requirements are for each application residing on that server. Refer to the documentation for each external application for that guidance.


  • Cisco Agent Desktop
  • Cisco Agent Desktop Browser Edition
  • Cisco Business Edition 6000
  • Contact Center Management Portal (CCMP)
  • Customer Voice Portal Call Director
  • Cisco Intelligent Contact Management (ICM) to ICM Gateway
  • Dialed Number Plan (DNP)
  • Parent Child
  • Remote Silent Monitoring (RSM)
  • Time-division Multiplexing (TDM) (3rd party legacy Automatic Call Distribution integration)
  • Translation Route
  • Unified IP Interactive Voice Response (IVR)
  • Video
Related References

Cisco SolutionsPlus

Packaged CCE supports the following applications:

  • OnQ Campaign Management Solution
  • B+S CRM Connector for SAP, Siebel or Salesforce
  • eGain Solutions Plus
  • Nuance for CVP
  • Nice Interaction Management Solution for Cisco MediaSense
  • Calabrio Recording Applications for Cisco MediaSense

Note


Packaged CCE does not support Exony VIM.

Features Supported with Restrictions

These features and functions are supported with some restrictions, as noted.

Feature Supported Not supported

CTI OS

Security off

Security on

Mobile Agent

Nailed up

Call-by-call

Cisco Business Edition 7000

Off-box Unified Communications Manager

On-box Unified Communications Manager

Voice Infrastructure Supported Not supported

ASR/TTS

Except as noted. A-Law codec for CVP

Codecs

For IVR: G.711 u-law and G.711 a-law

For agents: G.711 u-law, G.711 a-law. G.729, and G.729a

iSAC

iLBC

Mixed codecs for Mobile Agent. Remote and Local ports must use the same codec.

Mixed codecs for CVP prompts. CVP prompts must all use the same codec.

Back-office and agent devices on external Unified Communications Manager

All voice requirements.

When there is contact-center interaction, use of different codec as external agent devices.

Unified Communications Manager Cross Cluster Mobility feature.

Media Resources
These gateway-based media resources are supported:
  • Conference bridges
  • Transcoders and Universal Transcoders
  • Hardware and IOS Software MTPs
These Unified Communications Manager-based (Cisco IP Voice Media Streaming Application) media resources are not supported:
  • Conference bridges
  • MTPs
Music on hold

Unicast—Unified Communications Manager Subscriber source only

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

Multicast
Protocol

Session Initiation Protocol (SIP) over Transmission Control Protocol (TCP)

Secure SIP to SIP signaling

SIP over User Datagram Protocol (UDP), H323, Media Gateway Control Protocol (MGCP)

Secure RTP (SRTP)

Proxy
High Availability (HA) and load balancing are achieved using these solution components:
  • Time-Division Multiplexing (TDM) Gateway and Unified Communications Manager, which use the SIP Options heartbeat mechanism to provide High Availability.
  • Unified CVP servers, which use the SIP server group and SIP Options heartbeat mechanism to perform High Availability and load balancing.

Cisco Unified SIP Proxy is supported for Outbound Option only - specifically from the Dialer.

Cisco Unified SIP Proxy is not supported for any call flow, except for Outbound Option Dialer.

Related Documents

For information related to the CCE PAC M1 deployment, see the current Design Guides for Unified CCE and for Unified CVP. While this document takes precedence over—and overrides—these two guides, some elements are common:

Solution Topology

This illustration shows the location of the nine virtual machines on Side A and the eight virtual machines on Side B in a deployment where the Unified Communications Manager Publisher and Subscribers are installed as "on-box" virtual machines on the Side A and Side B hosts.

If you configure an external Unified Communications Manager, Side A will not have the Unified CM Publisher or Unified CM Subscriber 1. Side B will not have the Unified CM Subscriber 2.

Remote Office Options

This figure illustrates remote office options that are supported in Packaged CCE.

Figure 1. Remote Office Options

Supported Browsers

Unified CCE Web Administration 9.0(x) has been qualified for:
  • Microsoft Internet Explorer 9
  • Mozilla Firefox 11 and later

Platform Specifications

Platform Specifications

 

CCE PAC M1

Notes

Hardware

The Packaged CCE deployment at the customer site must run in a duplexed environment with a pair of Unified Computing System (UCS) servers. These servers are referred to as Side A Host and Side B Host.

Packaged CCE now supports both the Unified Computing System (UCS) C240 M3S TRC#1 and C260 M2 TRC#1 servers for existing deployments. Only the UCS C240 M3S TRC#1 is available for new Packaged CCE orders.

C240 M3S: http:/​/​docwiki.cisco.com/​wiki/​UC_​Virtualization_​Supported_​Hardware#C240_​M3S_​.28SFF.29_​TRC.231

C260 M2: http:/​/​docwiki.cisco.com/​wiki/​UC_​Virtualization_​Supported_​Hardware#C260_​M2_​TRC.231

Cisco Systems Software

Unified CCE 9.0(2) and later maintenance releases

Unified Communications Manager 8.6(1) or 9.1(1) and later maintenance releases

Unified CVP 9.0(1) and later maintenance releases

Unified Intelligence Center 9.0(2), 9.1(1) and later maintenance releases

Finesse 9.1(1) and later maintenance releases

IOS Image: for supported IOS versions, see Appendix A: Supported Gateways.

Multichannel—E-Mail Manager/Web Interaction Manager 9.0(x).

 

Operating System

Unified CCE: Microsoft Windows Server 2008 R2 Service Pack 1

 

Unified CVP: Microsoft Windows Server 2008 R2 Service Pack 1

 

Database

Unified CCE: Microsoft SQL Server 2008 R2 SP2 Standard Edition x64

 

Antivirus Software

McAfee Virus Scan Enterprise 8.7i/8.8i

Symantec Endpoint Protection 11.0/12.1

Trend Micro ServerProtect Version 5.7/5.8

 

ESXi

ESXi 5.0 with VM version 8 and ESXi 5.1 with VM version 8 are both supported.

Sides A and B must use the same ESXi.

Each server has 2 CPUs, You need one license for each CPU.

Remote Access Options

Windows Server 2008 Remote Desktop

Remote Desktop is not supported for software installation or upgrade.

Fault Tolerance

Unified CCE (Duplex Mode)

Simplex deployment is not supported in CCE PAC M1.

Router and PG co-location on a single physical server (one per side) requires a high level of network fault tolerance to avoid a double failure, which is the loss of both the Visible and Private network connectivity to the host server causing a potentially serious degradation in call routing. Recovery from a double failure requires manual intervention.

For QoS configuration, refer to: Installing and Configuring Cisco Packaged Contact Center Enterprise .

OVA Files for core components

New installations of Packaged Contact Center Enterprise 9.0(x) use the following OVA files:

CCE-PAC-M1-CCE-vmv8-v9.0.1.ova

CCE-PAC-M1-CVP-vmv8-v9.0.1.ova

CCE-PAC-M1-Finesse-vmv8-9.0.1.ova

cucm_9.1_vmv8_v1.7.ova

CCE-PAC-M1-IntelligenceCenter-vmv8-fv2.1-v9.0.ova

CCE-PAC-M1-CVP-Reporting-Server-vmv8-v9.0.1.ova

All of the OVAs listed above are available in a single zip file, which you can download from the Packaged Contact Center Enterprise Virtual Machine Templates site.

 

OVA File for EIM/WIM

If you install EIM/WIM on a separate server, download the OVA that is appropriate for your EIMWIM deployment size. Go here to download the OVA.  

OVA Files for external Unified Communications Manager (optional)

For Cisco Unified Communications Manager and for Cisco Business Edition 7000, use the 7500-User VM Configuration or larger for Subscriber nodes on an external/existing cluster.

OVA Files for external AW-HDS-DDS (optional)

Go here and navigate to download the 9.0 OVA.

Use the AW-HDS-DDS template.

Side A Server Component Configurations

Components vCPU* RAM (in GB) HDD (in GB) CPU Reservation (in MHz) RAM Reservation (in MB)

Unified CCE Call Server

4

8

80

5000

8192

Unified CCE Data Server

4

8

80 + 750

5100

8192

Unified CVP Server 1A

4

4

150

1800

4096

Unified CVP Server 2A

4

4

150

1800

4096

Cisco Finesse

4

8

146

8000

8192

Unified OAMP Server

1

4

80

no reservation made

no reservation made

Unified Intelligence Center Publisher

4

6

146

800

6144

Unified CM Publisher

2

6

110

3600

6144

Unified CM Subscriber 1

2

6

110

3600

6144

* vCPUs are over-subscribed by design.

Side B Server Component Configurations

Components vCPU* RAM (in GB) HDD (in GB) CPU Reservation (in MHz) RAM Reservation (in MB)

Unified CCE Call Server

4

8

80

5000

8192

Unified CCE Data Server

4

8

80 + 750

5100

8192

Unified CVP Server 1B

4

4

150

1800

4096

Unified CVP Server 2B

4

4

150

1800

4096

Unified CVP Reporting Server (optional)

4

4

72 + 438

No Reservations

No Reservations

Cisco Finesse

4

8

146

8000

8192

Unified Intelligence Center Subscriber

4

6

146

800

6144

Unified CM Subscriber 2

2

6

110

3600

6144

* vCPUs are over-subscribed by design.

Peripheral Gateways

The following table describes the deployment of the peripheral gateways.

Table 1 Peripheral Gateways

CCE PAC M1

Notes

Two peripheral gateways are required in this deployment.

One generic PG with five Peripheral Interface Managers (PIMs). The five PIMs are:
  • One Unified CM PIM
  • Four Voice Response Unit (VRU) PIMs. Two of these connect to the two Unified CVPs on the Side A server. Two connect to the two Unified CVPs on the Side B server.

One Media Routing (MR) PG. You must add this PG. You can optionally add a Multichannel PIM and an Outbound PIM if you use those features.

Agent and Supervisor Capabilities

The following table describes the Agent and Supervisor capabilities in CCE PAC M1.

Table 2 Agent and Supervisor Capabilities
 

CCE PAC M1

Notes

Call Flows

All transfers, conferences, and direct agent calls are by ICM script.

SIP REFER: Packaged CCE supports SIP REFER transfer to send calls back to the PSTN or to other SIP destinations—but not to transfer calls within Packaged CCE and to other agents. After a SIP REFER, Packaged CCE assumes that the call has ended and retains no further control over the call.

CALL LOAD LIMITS: Refer to the LOAD section in the table of Configuration Details.

TRANSLATION ROUTES: Refer to the note about Translation Routes under CCE PAC M1 Option and Feature Support.

CRM Integration

CRM integration is allowed with custom CTI OS Toolkit or Finesse API.

You can integrate with CRM in many ways. You can use:
  • Finesse gadgets to build a custom CRM-integrated desktop. For example, this can be a Finesse gadget that fits in a CRM browser-based desktop.
  • Finesse Web API or CTI OS APIs or the CTI Server protocol to integrate into a CRM application.
  • Existing CRM connectors. The two connectors available from Cisco for SAP or Seibel can be used with Packaged CCE. Each of these connectors has its own capacity limits:
    • SAP can support up to 250 agents and supervisors. Max 3 CPS. Requires its own server. Supports Unified CM BIB-based Recording or Silent Monitoring. Does not support Mobile Agents, Outbound, or Multichannel.
    • Siebel: Can support up to 700 agents and supervisors. Max 3.75 CPS. The connector runs on the Siebel Communications. Supports Unified CM BIB based Recording and Silent Monitoring, Mobile Agents, and Outbound.
Desktop

Finesse

CTI OS Desktop:

  • .NET
  • Java CIL
  • Win32

Cisco Agent Desktop Browser and Cisco Agent Desktop are not supported.

Desktop Customization

Finesse API

CTI OS Toolkit Desktops as listed above, under Desktop

Mobile Agent

Nailed Up (Up to 250 agents)

Configured on the Unified CCE Call Server VM.

Call-by-Call mode is not supported in this deployment.

Recording

Unified CM-based (BIB), preferred.

SPAN (Silent Monitoring Server) for Mobile Agent.

Requires third-party Recording Server

Silent Monitoring

Unified CM-based (BiB)

SPAN for Mobile Agent

Either Unified CM-based or SPAN-based silent monitoring can be configured, but not both.

If Unified CM-based silent monitoring is configured, then mobile agents cannot be monitored.

A separate Silent Monitoring Server is required for SPAN-based silent monitoring to monitor mobile agents.

Whisper Announcement

Supported on the core server

For more information, see the Cisco Packaged Contact Center Enterprise Optional Features Guide Release 9.0(x).

Agent Greeting

Supported on the core server

For more information, see the Cisco Packaged Contact Center Enterprise Optional Features Guide Release 9.0(x).

IVR and Queuing

Unified CVP is the only supported IVR.

Unified Intelligence Center Reporting

Reporting Data sources

The default deployment pulls Unified Intelligence Center data from the Logger database on the CCE Data Server, where real-time, historical and call detail data are stored. Retention is 400 days for historical data and 40 days for call detail data.

You have the option to generate historical summary reports at 15-minute intervals or at 30-minute intervals.

If you need a longer retention period or additional reporting users, or if you intend to connect a third-party application to access reporting data, such as a Workforce Management application, you have the option to install the Administration Server, Real-Time and Historical Data Server, Detail Data Server (AW-HDS-DDS) on a maximum of two separate servers.


Note


To adhere to Packaged CCE specifications, the logger database is pre-sized at 665GB / 400 days when the logger is configured during installation.


Reporting Data Source Supported Applications Retention Period on Logger Retention Period on Historical Data Server

Logger on CCE Data Server

Cisco Unified Intelligence Center is the only supported reporting application.

The logger database retention period is 400 days (13 months) of historical summary data and 40 days (five weeks) of Termination Call Detail (TCD) and Route Call Detail (RCD) records.

Refer to the Cisco Packaged Contact Center Enterprise Installation and Upgrade guide at for information on using Unified CCE Web Setup to modify the Database Retention Configuration table.

N/A: No HDS is installed.

External AW-HDS-DDS

  • Cisco Unified Intelligence Center
  • External applications, as referenced in the SRND. These include:
    • Third-party reporting applications
    • Third-party Workforce Management applications

The logger database retention period is 30 days (1 month) of historical summary data and 14 days (two weeks) of call detail data.

There is no need for extended retention on the logger when you are using an external HDS.

The standard Unified CCE retention period for the HDS is 1095 days.

Report Load per User

Each reporting user can run four concurrent real-time reports and two historical reports.

  • Real-Time reports contain 100 rows.
  • Historical reports contain 2000 rows.

Total Reporting Users

When the Packaged CCE Data Servers are the data source for Cisco Unified Intelligence Center, a maximum of 100 concurrent reporting users are supported across the Unified Intelligence Center pair.

For the Live Data Agent Real Time and Agent SkillGroup Real Time reports, support is for 100 Intelligence Center reporting users as well as 1000 Finesse Reporting users.

If an external AW-HDS-DDS is added to the Packaged CCE deployment and used as the data source for Cisco Unified Intellgence Center, a maximum of 200 concurrent reporting users are supported across the Unified Intelligence Center pair.

Unified CVP Reporting

You can set up a virtual machine (VM) for the CVP Reporting Server on Side B. You can also add one external CVP Reporting Server on the same network as Side A.

The number and location of Unified CVP Reporting Servers you deploy are based on how you intend to use the Courtesy Callback feature and VXML Reporting.

  LAN WAN Requires CVP Reporting Server on Side B Requires External CVP Reporting Server on Side A
Courtesy Callback feature only yes yes yes no
VXML reporting only (LAN) yes yes no
VXML reporting only (WAN) yes yes yes
Callback feature and VXML reporting (LAN) yes no yes no
Callback feature and VXML reporting (WAN) yes yes yes

Data Backup

Data backup tools must be run during a scheduled maintenance window. If you use local SQL backups, make sure that the local machine has sufficient capacity. If not, back up to remote storage on the network.

Third-Party Integration

The following table contains third-party integration information.

Table 3 Third-Party Integration

Option

Notes

Recording

All Recording applications that are supported by Unified CCE are supported on Packaged CCE. For details, see Recording section in Agent and Supervisor Capabilities.

Wallboards

All Wallboard applications that are supported by Unified CCE are supported on Packaged CCE.

Note: Unified Intelligence Center can also be used for Wallboards.

Workforce Management

If access to real-time or historical data is needed, an External AW-HDS-DDS is required.

All Workforce Management applications that are supported by Unified CCE are supported on Packaged CCE.

Database Integration

Unified CVP VXML Server is supported.

ICM DB Lookup and ICM Application Gateway are not supported.

Automated Call Distributor (ACD)

None

Interactive Voice Response (IVR)

None

  • Unified IP IVR is not supported.
  • No third-party IVRs are supported.

Voice Infrastructure

You can install a Unified CM publisher and two subscribers as virtual machines on the Packaged CCE servers, or you can integrate with one external Unified CM publisher and multiple external subscribers on separate servers. Whether you deploy "on-box" or "off-box," you must use at a minimum the CUCM 7500-user OVA file that is bundled in the OVA zip file.

Also, in either case (on-box or off-box), agent and back office devices are subject to the Voice Infrastructure requirements listed in this document. The maximum number of devices is limited to 2000, with only 1000 active at a time and should be load-balanced between the two subscribers. All devices must be SIP.


Note


Back office devices on an external Unified CM are under no constraints, provided they do not interact with the contact center. If they interact with the contact center, they must use the same Codec as the external agent devices.

The Unified CM Cross Cluster Mobility feature is not supported in this deployment.


Table 4 Voice Infrastructure
 

CCE PAC M1

Notes

Codec

Supported codecs are:
  • For IVR: G.711 ulaw and G.711 alaw.
  • For agents: G.711 ulaw, G.711 alaw. G.729, and G.729a.

Not supported: iSAC and iLBC.

Conferences

See Configuration Details.

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

Gateways

ISR G2 with combined or separate TDM GWs and Voice GWs for Ingress, VXML, and SIP Outbound dialer.

Consider gateway capacity when designing the deployment model.

3925E and 3945E are the ideal Gateways for this deployment.

For supported Gateway models and suggested configuration for High Availability, see Appendix A: Supported Gateways.

Cisco Unified Border Element (Unified Border Element)

Packaged CCE supports SIP Service Provider trunking by means of an ISR G2-based Unified Border Element connected to Cisco Voice Portal/Unified Communications Manager.

Unified Border Element provides a security demarcation point for calls that come in from over IP from the SIP Service Provider to Unified CVP for delivery to the agent: SP CLOUD <--> Unified Border Element <--> CVP.

Refer to Appendix A: Supported Gateways for supported IOS versions.

A software license is required to run Unified Border Element. Refer to the ordering guide at http:/​/​www.cisco.com/​en/​US/​prod/​collateral/​voicesw/​ps6790/​gatecont/​ps5640/​order_​guide_​c07_​462222.html.

VXML gateways should be separate from Ingress Unified Border Element. Combo gateways can be used in smaller deployments, when capacity requirements do not drive the need.

Since Packaged CCE supports G.711 for IVR but both G.711 and G.729 for agents, it is important to pay close attention to mid-call codec changes when agents are using G.729.

As a best practice, renegotiate the codec mid-call if the SIP carrier provider can support it. If not, Unified Border Element will need to transcode calls. This will impact Unified Border Element capacity.

The default prompts shipped with Cisco Voice Portal are in ulaw. They must be replaced with alaw prompts if the deployment requires alaw codec use.

Outbound Option is supported by Unified Border Element. See Configuration Details.

Media Resources

Gateway-based:

  • Conference bridges
  • Transcoders and Universal Transcoders
  • Hardware and IOS Software MTPs

These Unified CM-based (Cisco IP Voice Media Streaming Application) media resources are not supported:

  • Conference bridges
  • MTPs

Music on Hold

Unicast

Unified CM Subscriber source only

See Configuration Details.

Multicast is not supported.

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

Number of devices

A maximum of 2000 devices are registered, of which a maximum of 1000 are processing calls.

All agent devices are on the same node pair.

If you use an external Unified CM, this limit applies only to the node with agent devices.

Phones

Packaged CCE supports all the phones that Unified CCE supports, as long as the phone supports the Built in Bridge (BIB), CTI-controlled features under SIP control.

For a complete list of supported phones, see Appendix B: Supported Phones.

All phones are configured as SIP.

Multiline phone feature is supported.

Video option and Skinny Call Control Protocol (SCCP) phones are not supported.

Protocol

Session Initiation Protocol (SIP) over Transmission Control Protocol (TCP)

Secure SIP to SIP signaling is supported.

SIP over User Datagram Protocol (UDP), H323, Media Gateway Control Protocol (MGCP) are not supported.

Secure RTP (SRTP) is not supported

Proxy/Cisco Unified SIP Proxy (CUSP)

Cisco Unified SIP Proxy is supported for Outbound Option only - specifically from the Dialer.

Inbound:
  • High Availability (HA) and load balancing are achieved using these solution components:
    • Time Division Multiplexing (TDM) Gateway and Unified CM, which use the SIP Options heartbeat mechanism to perform High Availability.
    • Unified CVP servers, which use the SIP server group and SIP Options heartbeat mechanism to perform High Availability and load balancing.

Outbound Option:

Transfers

See Configuration Details.

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

Administration Tools

The following table lists the administration tools available for CCE PAC M1.

Table 5 Administration
 

CCE PAC M1

Notes

Provisioning

  • Unified CCE Configuration tools
  • Unified CVP Operations Console
  • Unified CCE Web Administration
  • Agent Reskilling

Not supported:

  • Exony VIM
  • Cisco Agent Desktop Admin
  • Unified CCMP

Service Creation Environment

  • Script Editor
  • Call Studio

Serviceability

  • RTMT Analysis Manager Diagnosis
  • System Command Line Interface (CLI)

Not supported:

  • RTMT Analysis Manager Analyze Call Path.

Configuration Limits

For each object, this section lists the maximum number that you can configure. The section that follows has notes and details pertaining to configuration limits.

Feature/Component

Maximum Configurable

Administrators

100

Agents

6000

Agents with Agent Trace enabled

100

Agents per Team

50

Attributes per System

10,000

Attributes per Agent

50

Bucket Intervals

1000

Bulk Jobs

200

Call Types

1000

Desk Settings

1000

Dialed Numbers (Internal Voice)

1000

Dialed Numbers (External Voice)

1000

Dialed Numbers (Outbound)

500

Dialed Numbers (Multichannel)

500

Expanded Call Variables - arrays

0

Expanded Call Variables - persistent

20

Network VRU Scripts

1000

Precision Queues: per System

2000

Precision Queues: Steps per System

5000

Precision Queues: Steps per Precision Queue

10
Precision Queues: Unique Attributes per Precision Queue 5

Queues per Agent (Skill Groups and Precision Queues combined)

15

Reason Codes

100

Reporting users

600

Skill Groups

3000

Supervisors

600

Supervisors per Team

10

Teams

600

Teams per Agent

1

Teams per Supervisor

20

Configuration Details

The tables below contain details and notes about the configuration limits that are specific to Packaged CCE (CCE PAC M1).

Agents, Supervisors, and Teams

Table 6 Agents, Supervisors, Teams

Feature/Component

Active

Maximum Configured

Total Agents

1000

6000

Web Interaction Manager/E-Mail Interaction Manager agents

250 (included in maximum 1000 concurrent agents)

750

Mobile Agents

250 (included in maximum 1000 concurrent agents)

1500

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

Outbound Agents

250 (included in maximum 1000 concurrent agents)

1500

Number of Supervisors

100 (included in maximum 1000 concurrent agents)

600

Number of Teams

100

600

Agents per Team   50

Number of Reporting Users (see Unified Intelligence Center Reporting.

100

600

Load Configuration Limits

Table 7 Load

Feature/Component

Active

Maximum Configured

Maximum call load for Agents

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

Music on hold (Hold/Resume)

225 active calls on hold or 6,750 Busy Hour Call Attempts (BHCA)

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

Transfers

150 simultaneous active transfers or 4,500 Busy Hour Call Attempts (BHCA)

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

Conferences

75 simultaneous active conferences or 2,250 Busy Hour Call Attempts (BHCA)

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

Maximum load for WIM/EIM Agents

12 e-mails per hour per agent

10 chats per hour per agent

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.

CCE Configuration Limits

Table 8 CCE Configuration Limits

Feature/Component

Active

Maximum

Dialed Numbers (External Voice)

1000

Dialed Numbers (Internal Voice)

1000

Dialed Numbers (Multichannel)

500

Dialed Numbers (Outbound Voice)

500

Skill Groups

3000

Number of Agent statistics elements

Default

Agents With Trace On

100

Labels

500

1000

Note that there is a 10 digit/character limit for labels (Cisco Unified Communications Manager or VRU).

Call Types

500

1000

Call Type skill groups per interval

1000

Number of Script Versions

100

Routing Scripts

500

1000

Skill Group statistics refresh rate

10 seconds (Default)

Total Skill Groups and Precision Queues per agent

15

Persistent Enabled Expanded Call Variables

You can create any number of Expanded Call Variables within the 2000 Byte system capacity. However, there can be only 20 persistent scalar variables and no persistent array variables.

CTI OS Security

Must be Off

Bucket Intervals

 

1000

Network VRU Scripts

 

1000

Outbound Option

Table 9 Outbound Option Configuration Limits

Feature/Component

Active

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

Dialer type: only SIP Dialer supported

 

Dialing Modes

1) Preview

2) Direct Preview

3) Progressive

4) Predictive

 
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/CUSP

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

_

Total Skill Groups and Precision Queues per agent

 

15

Change Log

This log records changes made to the Specifications document since its initial release.

Change Section Date
Initial release July 2012
Added information on data backup Data Backup September 2012
Added sizing information for Logger and HDS Unified Intelligence Center Reporting September 2012

Cisco Unified Intelligence Center version and OVA

Supported version changed from 8.5(4) to 9.0(1).

OVA changed to cuic_9.0_vmv8_v2.1.ova.

Platform Specifications
October 2012
Maximum Script Versions Configuration Details October 2012
Edited Outbound Configuration Limits Configuration Details October 2012
Updated the vCPU for the Cisco Intelligence Center Publisher and Subscriber from 1 to 4 for Cisco Intelligence Center 9.0(x) support Platform Specifications October 2012
Cisco Unified SIP Proxy (CUSP) Clarified that CUSP is not supported. Voice Infrastructure November 2012
Updated OVA filenames Platform Specifications December 2012
89xx and 99xx phones supported for CTI OS only Appendix B: Supported Phones December 2012
Added site names for External AW-HDS-DDS Unified Intelligence Center Reporting December 2012
Noted that Dialed Number Plan is not supported CCE PAC M1 Option and Feature Support December 2012
Added second rows for CVP Call/VXML Servers in Side A and Side B Server Component Configuration tables Platform Specifications January 2013
Added information about SIP REFER Agent and Supervisor Capabilities February 2013

Codec information updated

Voice Infrastructure

February 2013
Added support for SIP Trunking (CUBE) Voice Infrastructure March 2013
Outbound gateway redundancy Configuration Details March 2013
Mobile Agent Max Number of CTI Ports Configuration Details March 2013
OVA for EIM/WIM Platform Specifications March 2013
Minor version changes for supported Cisco applications Platform Specifications March 2013
Additional phone support for Cisco Finesse Appendix B: Supported Phones April 2013
Updates to Reporting topic Unified Intelligence Center Reporting April 2013
Added support for Location Based Call Admission Control (LBCAC) CCE PAC M1 Option and Feature Support May 2013
Added configuration maximums Configuration Limits May 2013
Edits to CVP Reporting Server Unified CVP Reporting July 2013
Jabber phone support Appendix B: Supported Phones July 2013
Phone support: added 6945 Appendix B: Supported Phones August 2013
Unified WIM / Unified WIM supported version changed to 9.0(x) Platform Specifications August 2013
ESXi 5.0 and 5.1 are both supported Platform Specifications September 2013
Updated CUCM Ova file Platform Specifications September 2013
Support for SP2 of Microsoft SQL Server Platform Specifications September 2013
Added (7500 devices) to note about CUCM OVA 8.6(1). Platform Specifications October 2013
Removed note about CUCM 8.6(1) ova Platform Specifications October 2013
Added Cisco Unified Border Element support for Outbound Configuration Details December 2013
SIP for Outbound Voice Infrastructure December 2013
Features supported with restrictions Features Supported with Restrictions December 2013
ESXi requirement for one license per CPU in each server Platform Specifications January 4014
OVAs for external Unified Communications Manager clusters and external AW-HDS-DDS Platform Specifications January 2014

C-240 M3S server

Platform Specifications

February 2014

15-minute reporting

Unified Intelligence Center Reporting

February 2014

Added section on SolutionsPlus

Cisco SolutionsPlus

February 2014

Added introductory note that this guide assumes current Maintenance Release

Cisco Packaged Contact Center Enterprise Release 9.0(x)

March 2014