When you deploy
Unified CCX along with Cisco SocialMiner, observe the following network
requirements:
Delay—The
maximum allowed round-trip time (RTT) between the Unified CCX server and
SocialMiner is 150 ms.
Bandwidth—In addition
to the requirements for the Unified CCX and Unified Communications Manager
clusters, you must provision sufficient bandwidth for SocialMiner, the mail
server, and remote agent/supervisor desktops to deploy Agent Email
successfully.
The following
table shows the minimum bandwidth requirement for Unified CCX and SocialMiner
when they are not located in the same network.
Note |
These numbers
depend on overall network efficiency.
|
|
Between
Unified CCX and SocialMiner (KBps)
|
Actual
data bandwidth
|
0.67
1
|
Data
bandwidth considering HTTP traffic and other factors
|
40
|
1 Allocate
network bandwidth for signal communication based on this formula:
Signaling network
bandwidth (in KBps) = Number of new email sessions per second × Number of
messages per email session × Average message size
Example
If you have 400
emails (maximum supported) per hour, you will have 0.11 email sessions per
second. On average, if each email session has six messages for state signaling
and contact injection and each message is 1 KB (500 characters), then bandwidth
utilization is 0.11 x 6 x 1 KB = 0.67 KBps.
|
Between
Unified CCX and Agent Desktop (KBps)
|
Actual
data bandwidth
|
2.22
2
|
Data
bandwidth considering HTTP traffic and other factors
|
40
|
2 Allocate network
bandwidth for signal communication based on this formula:
Signaling network
bandwidth (in KBps) = Number of new email sessions per second × Number of
messages per email session × Average message size
Example
If you have 400
emails (maximum supported) per hour and an agent can handle five concurrent
emails, you will have 0.11 emails per second. The agent can requeue or respond
to that email directly. Assuming on average 10% of email messages are requeued
and there are 100 Email CSQs in the system, three messages, each 1 KB, and the
requeue list message is 10 KB, the bandwidth requirement is calculated as
follows:
network bandwidth
(in KBps) = number of concurrent emails x number of new email sessions per
second x [(number of messages per email session x average message size) +
(percentage of emails requeued x size of requeue list message)]
5 x 0.11 x ((3 x 1
KB) + (0.1 x 10 KB)) = 2.22 KBps
Agent Email
Flow
There are four
types of Agent Email flows that exist between the Agent Desktop, SocialMiner,
and the Exchange Server.
-
Basic Email
flow—No attachments and no requeue.
-
Email with
attachments flow—The customer's email contains attachments and the agent's
reply has attachments.
-
Email
requeue flow—The customer's email is sent to another queue.
-
Email
requeue with attachments flow—The customer's email contains attachments. The
email is requeued and the agent's reply contains attachments.
The flows
listed above represent the extreme cases which makes the calculations
conservative.
Requeues and
attachments are expected to occur 10% of the time. The maximum number of emails
per hour is 400. The occurrence of each type of flow is determined by first
calculating the number of basic and requeue flows followed by the number of
basic and requeue flows that contain attachments:
After
considering the maximum values, the calculation is:
Each of the
flows has a set of messages with different bandwidth requirements. The
requirements are derived based on the following constants:
-
Customer
email size = 6 KB
-
Attachment
size = 5120 KB
-
Agent reply
size = 6 KB
-
SLA = 60
minutes
-
Save draft
interval = 3 minutes
Agent
Desktop and SocialMiner
If SocialMiner
and Unified CCX are not co-located, additional bandwidth is required for
communication and contact signaling.
|
Between Agent Desktop and SocialMiner
|
Actual
data bandwidth
|
3560160 KB per hour
|
Data
bandwidth considering HTTP traffic and other factors
|
1024
KBps
|
Example
Using an email
size of 6 KB and an agent reply of 6 KB, the bandwidth requirements for the set
of messages between the Agent Desktop and SocialMiner for each flow is as
follows:
At 400 emails
per hour, the bandwidth for each flow is as follows:
-
Basic email
flow = 6288 KB x 324 = 2037312 KB
-
Email with
attachments flow = 31888 KB x 36 = 1147968 KB
-
Email
requeue flow = 6300 KB x 36 = 226800 KB
-
Email
requeue with attachments flow = 37020 KB x 4 = 148080 KB
The total
bandwidth is 3560160 KB per hour. The bandwidth in KBps between the Agent
Desktop and SocialMiner is 1024 KBps.
SocialMiner
and Mail Server
SocialMiner must
retrieve emails, save drafts, and send emails from the Agent Desktop to the
mail server. If the mail server is not on the same network as SocialMiner, you
must ensure that the bandwidth requirement is based on mean per-session email
traffic.
|
Between SocialMiner and Mail Server (KBps)
|
Actual
data bandwidth
|
1516720 KB per hour
|
Data
bandwidth considering HTTP traffic and other factors
|
512
KBps
|
Example
Using an email
size of 6 KB and an agent reply of 6 KB, the bandwidth requirements for the set
of messages between the SocialMiner and mail server for each flow is as
follows:
At 400 emails
per hour, the bandwidth for each flow is as follows:
-
Basic email
flow = 156 KB x 324 = 50544
-
Email with
attachments flow = 35996 KB x 36 = 1295856
-
Email
requeue flow = 162 KB x 36 = 5832 KB
-
Email
requeue with attachments flow = 41122 KB x 4 = 164488 KB
The total
bandwidth is 1516720 KB per hour. The bandwidth in KBps between SocialMiner and
the mail server is 512 KBps.