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Contents
- Cisco Packaged Contact Center Enterprise Release 9.0(x)
- Overview of Packaged CCE (CCE PAC M1)
- CCE PAC M1 option and feature support
- Related documentation
- Solution topology
- Remote Office options
- Supported browsers
- Platform specifications
- Datastore components and RAID configuration
- Peripheral gateways
- Agent and Supervisor Capabilities
- IVR and queuing
- Reporting
- Unified CVP reporting
- Data backup
- Third-party integration
- Voice infrastructure
- Administration tools
- Configuration limits
- Configuration details
- Change log
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 chapter provides you with the following information about CCE PAC M1:
- Overview of Packaged CCE (CCE PAC M1)
- Solution topology
- Remote Office options
- Supported browsers
- Platform specifications
- Datastore components and RAID configuration
- Peripheral gateways
- Agent and Supervisor Capabilities
- IVR and queuing
- Reporting
- Data backup
- Third-party integration
- Voice infrastructure
- Administration tools
- Configuration limits
- Configuration details
- Change log
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) C260M2 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).
Refer to Solution Topology for an illustration of the topology.
Refer to Remote Office Options for an illustration of remote office options.
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(1)
- 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:
NoteThis 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.
- Cisco Agent Desktop
- Cisco Agent Desktop Browser Edition
- 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 documentation
The main location for user documentation for CCE PAC M1 is the Cisco Packaged Contact Center Enterprise product support page at http://www.cisco.com/en/US/products/ps12586/tsd_products_support_series_home.html.
For information on product components included in the CCE PAC M1 deployment, see the following:
- For Unified Contact Center Enterprise, go to: http://www.cisco.com/en/US/products/sw/custcosw/ps1844/tsd_products_support_series_home.html
- For Unified Communications Manager, go to: http://www.cisco.com/en/US/products/sw/voicesw/ps556/tsd_products_support_series_home.html
- For Finesse, go to: http://www.cisco.com/en/US/products/ps11324/tsd_products_support_series_home.html
- For Unified Intelligence Center, go to http://www.cisco.com/en/US/products/ps9755/tsd_products_support_series_home.html
- For Unified CVP, go to http://www.cisco.com/en/US/products/sw/custcosw/ps1006/tsd_products_support_series_home.html
Additionally, for information related to the CCE PAC M1 deployment, see these Solution Reference Network Design Guides. While this Specification document takes precedence over—and overrides—the SRNDs, some elements are common:
- For the Cisco Unified Contact Center Enterprise Solution Reference Network Design (SRND), go to: http://www.cisco.com/en/US/products/sw/custcosw/ps1844/products_implementation_design_guides_list.html.
- For the Cisco Unified Customer Voice Portal (CVP) Solution Reference Network Design (SRND), go to: http://www.cisco.com/en/US/products/sw/custcosw/ps1006/products_implementation_design_guides_list.html.
Platform specifications
Platform Specifications
The core server has an integrated dual port:
The Quad Port 10/100/1GB NIC is part of the CCE PAC M1 C series.
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 4.4(1).
Platform 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 SP1 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
VMWare
Remote Access Options
Windows Server 2008 Remote Desktop
Remote Desktop is not supported for software installation or upgrade.
Fault Tolerance Simplex deployment is not supported in CCE PAC M1.
Because the Router and PGs are co-located, the unlikely event of a dual (Public and Private) network failure could result in serious degradation to routing. Recovery from dual, concurrent network 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_v1.6.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.
Note You can download the CUCM 8.6(1) OVAs from the Unified CM Release 8.6 OVA Template site: OVA Template Details. Select the OVA for 1000 agents.
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. 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.
Datastore components and RAID configuration
A datastore is a logical container that holds virtual machine files and other files necessary for virtual machine operations. CCE PAC M1 deploys two datastores for the Side A server and two for the Side B server. For each datastore, the table below describes the RAID configuration, the ESXi Server, and the virtual machines. Note that Datastores A-2 and B-2 service the Unified CCE Data Server and have individual drives (C and E) for the operating system and database.
The default block size is 64k.
RAID Group
VM Datastore
ESXi Host
Disk Drive
Virtual Machines
A1-RAID5
Datastore-A1
8 x 300GB disks configured as A1-RAID 5
A
C:
Unified CCE Call Server, Side A
Unified CVP Server number 1A
Unified CVP Server number 2A
Unified Intelligence Center Server (Publisher)
Unified CVP OAMP Server
Unified Communications Manager Publisher
Unified Communications Manager Subscriber 1
Cisco Finesse primary
A2-RAID5
Datastore-A2
6 x 300GB disks configured as A2-RAID 5
A
C:
Unified CCE Data Server, Side-A Operating System
E:
Unified CCE Data Server, Side-A Database
A3-RAID1
2 x 300GB disks configured as A3 RAID 1
Used for the VMware ESXi 5 OS
B1-RAID5
Datastore-B1
8 x 300GB disks configured as B1-RAID 5
B
C:
Unified CCE Call Server, Side-B
Unified CVP Server number 1A
Unified CVP Server number 2A
Unified Intelligence Center Server (Subscriber)
Unified Communications Manager Subscriber 2
Unified CVP Reporting server (optional)
Cisco Finesse secondary
B2-RAID5
Datastore-B2
6 x 300GB disks configured as B2-RAID 5
B
C:
Unified CCE Data Server, Side-B Operating System
E:
Unified CCE Data Server, Side-B Database
B3-RAID1
2 x 300GB disks configured as B3 RAID 1
Used for the VMware ESXi 5 OS
Peripheral gateways
Agent and Supervisor Capabilities
The following table describes the Agent and Supervisor capabilities in CCE PAC M1.
Table 2 Agent and Supervisor Capabilities 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.
- 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.
- 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
Cisco Agent Desktop Browser and Cisco Agent Desktop are not supported.
Desktop Customization CTI OS Toolkit Desktops as listed above, under Desktop
Mobile Agent Recording Unified CM-based (BIB), preferred.
SPAN (Silent Monitoring Server) for Mobile Agent.
Silent Monitoring 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 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).
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.
If you need a longer retention period, additional reporting users, or if you intend to use an external reporting interface, such as Exony VIM, 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. Configure one of them as Central Controller Side A Preferred and one as Central Controller Side B Preferred.
Important:The site name of the external AW-HDS-DDS that is configured as Central Controller Side A Preferred must be CCE-AW-1. The site name of the external AW-HDS-DDS that is configured as Central Controller Side B Preferred must be CCE-AW-2.
Reporting Data Source Supported Applications Retention Period on Logger Retention Period on HDS 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.
To adhere to Packaged CCE specifications, the logger database is pre-sized at 665GB / 400 days when the logger is configured during installation.
Refer to the Configure the Unified CCE Logger section of Installing and Configuring Cisco Packaged Contact Center Enterprise 9.0(x) 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
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.
However, to adhere to Packaged CCE specifications, the logger database is pre-sized at 665GB / 400 days when the logger is configured during installation.
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.
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 Intelligence Center pair.
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 Intelligence Center pair. Refer to the section "Reporting Data Set Capacity" in the Cisco Unified Intelligence Center Hardware and System Software Specification (Bill of Materials) athttp://www.cisco.com/en/US/products/ps9755/products_implementation_design_guides_list.html.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 is based on how you intend to use the Courtesy Callback feature and CVP Callback Reporting.
- To use only the Courtesy Callback feature, with no reporting, you must use the VM for the CVP Reporting Server on Side B. This is the case for both LAN and WAN deployments.
- To use only Courtesy Callback reporting with a LAN Deployment, you must use the VM for the CVP Reporting Server on Side B.
- To use only Courtesy Callback reporting with data centers geographically separated over a WAN, you must deploy both a CVP Reporting Server VM on Side B and a separate, external CVP Reporting Server that is on the same network as Side A. Network latency can affect WAN-based CVP reporting.
- To use both the Courtesy Callback feature and Courtesy Callback reporting, you must use a LAN deployment with the CVP Reporting Server VM located on Side B. Using both the Courtesy Callback feature and Courtesy Callback reporting over the WAN is not supported.
LAN WAN Requires CVP VM on Side B Requires External CVP Server Courtesy Callback feature only yes yes yes no Callback reporting only yes — yes no Callback reporting only ** — yes yes yes Callback feature and Callback reporting yes no yes no ** Network latency can affect WAN-based CVP reporting.
Third-party integration
The following table contains third-party integration information.
Table 3 Third-Party Integration All Recording applications that are supported by Unified CCE are supported on Packaged CCE. For details, see Recording section in Agent and Supervisor Capabilities.
All Wallboard applications that are supported by Unified CCE are supported on Packaged CCE.
Note: Unified Intelligence Center can also be used for Wallboards.
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.
Unified CVP VXML Server is supported.
ICM DB Lookup and ICM Application Gateway are not supported.
Voice infrastructure
You can install Unified CM on the core servers, or you can integrate with an existing Unified CM deployment on separate servers. In either case, agent and back office devices are subject to the Voice Infrastructure requirements listed below.
Table 4 Voice Infrastructure Codec
Not supported: iSAC and iLBC.
This sizing applies to agent node only, for both agent and back-office devices, with all agent devices on the same node pair.
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 (CUBE)
Packaged CCE supports SIP Service Provider trunking by means of an ISR G2-based CUBE connected to Cisco Voice Portal/Unified Communications Manager.
CUBE 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 <--> CUBE <--> CVP.
Refer to Appendix A: Supported Gateways for supported IOS versions.
A software license is required to run CUBE. 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 CUBE. 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, CUBE will need to transcode calls. This will impact CUBE 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 not currently supported by CUBE. Use a separate TDM Gateway for Outbound Option.
These Unified CM-based (Cisco IP Voice Media Streaming Application) media resources are not supported:
Music on Hold
Unicast
Unified CM Subscriber source only
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.
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.
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)
Not supported
Outbound Option:
- The Outbound dialer can connect to only one physical gateway. See Configuration details.
Transfers
This sizing applies to agent node only, for both agent and back-office devices, with all agent devices on the same node pair.
NoteBack 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.
Administration tools
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
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
Number of Reporting Users (see 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
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, only one gateway can be connected. The maximum configured ports is 500 dialer ports in the ICM and the IOS gateway.
Gateway Redundancy Number of Agent and IVR Campaigns
100 (Includes Agent and IVR Campaigns)
Port Throttle
10
Proxy/CUSP Not Supported. (See Voice Infrastructure table for more information.) _ Total Skill Groups and Precision Queues per agent
15
NoteOutbound Option is currently not supported by CUBE. Use a separate TDM GW for Outbound Option.
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 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 specificationsOctober 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 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
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 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
