Configuration Limits and Feature Availability for Reference Designs

Reference Design Configuration Limits


Note

The first four chapters of this book are for anyone who wants to get familiar with the three contact center enterprise solutions:

  • Packaged Contact Center Enterprise

  • Cisco Hosted Collaboration Solution for Contact Center

  • Unified Contact Center Enterprise

For information about design considerations and guidelines specific to HCS for CC, see the remaining chapters.

The following tables list key configuration limits for Contact Center Enterprise Reference Designs solutions.

Some of these limits are interdependent and dynamically change depending on the elements in your solution. For example, the number of skills per agent affects the maximum number of agents.

Limits that are listed as "per PG" always refer to a redundant pair of PGs.


Important

Your contact center enterprise solution can only use the new higher configuration limits with the standard three coresident PG layout.


Agent Limits


Note

The figures in the Contact Director column refer to what are configured on the Contact Director. The figures do not include what is configured on the target systems to which the Contact Director connects.


Table 1. Agent Limits

Resource

2000 Agent Reference Design Model

4000 Agent Reference Design Model

12000 Agent Reference Design Model

24000 Agent Reference Design Model

Contact Director Reference Design Model

Active Agents1

2000

4000

12,000

24,000

24,000 (cumulative on 3 target systems)

Active Agents on each Unified CM cluster

2000

4000

8000

8000

NA

Configured Agents

12,000

24,000

72,000

72,000

NA

Configured Agents per PG

12000

12000

12000

12000

NA

Agents with TraceON enabled

100

100

400

400

NA

Agent Desk Settings

2000

4000

12,000

12,000

NA

Active Mobile Agents per Agent PG2 3

2000 with nailed-up connections

Or

1500 with call-by-call connections

2000 with nailed-up connections

Or

1500 with call-by-call connections

2000 with nailed-up connections

Or

1500 with call-by-call connections

2000 with nailed-up connections

Or

1500 with call-by-call connections

NA

Active ECE Multimedia Agents

15004

40005

12,0006

24,0007

NA

Agents per team

50

50

50

50

NA

Teams to which an agent can belong

1

1

1

1

NA

Skills per agent

15

Refer to the section on dynamic sizing for details.

15

Refer to the section on dynamic sizing for details.

15

Refer to the section on dynamic sizing for details.

10

Refer to the section on dynamic sizing for details.

NA

Number of agents in a skill group

12,000

24,000

72,000

72,000

NA

Attributes per agent

50

50

50

50

NA

1 This includes Outbound and Multichannel agents. However, the number of agents that you can keep occupied is based on the Outbound Option dialer and SocialMinerlimits.
2 1500 with nailed-up connections if average handle time is less than 3 minutes, or if Agent greeting or Whisper Announcement features are used in conjunction with Mobile Agent.
3 The Large PG OVA supports 2000 agents with call-by-call connections.
4 When ECE is colocated, the limit is 400 agents. The limit of 1500 applies when ECE is on a separate server.
5 This limit requires multiple ECE clusters. Each Agent PG can support either a 400 agent colocated cluster or a 1500 agent cluster on a separate server.
6 This limit requires multiple ECE clusters. Each Agent PG can support either a 400 agent colocated cluster or a 1500 agent cluster on a separate server.
7 This limit requires multiple ECE clusters. Each Agent PG can support either a 400 agent colocated cluster or a 1500 agent cluster on a separate server.

Supervisor and Reporting User Limits

Table 2. Supervisor and Reporting User Limits

Resource

2000 Agent Reference Design Model

4000 Agent Reference Design Model

12000 Agent Reference Design Model

Unified CCE 24000 Agent Reference Design Model

Contact Director Reference Design Model

Active Supervisors8

200

400

1200

24009

NA

Configured Supervisors

1200

2400

7200

7200

NA

Active teams

200

400

1200

2400

NA

Configured teams

1200

2400

7200

7200

NA

Supervisors per Team

20

20

20

20

NA

Teams per supervisor

20

20

20

20

NA

Agents per supervisor

1000

1000

1000

1000

NA

Active Cisco Unified Intelligence Center Reporting users

200

400

120010

120011

NA

Configured Cisco Unified Intelligence Center Reporting users

1200

2400

7200

7200

NA

Reporting users per CUIC node

100

200

200

200

NA
8 Supervisors count against the agent limits. Ten percent of your active agents can be supervisors.
9 Because there can only be 1200 Active Reporting users, all Active Supervisors cannot concurrently use Cisco Unified Intelligence Center reports.
10 During a Central Controller failover, this limit drops to 600 until both sides are active again.
11 During a Central Controller failover, this limit drops to 600 until both sides are active again.

Access Control Limits

Table 3. Access Control Limits

Resource

2000 Agent Reference Design Model

4000 Agent Reference Design Model

12000 Agent Reference Design Model

24000 Agent Reference Design Model

Contact Director Reference Design Model

Active Administrators per distributor12

50

50

50

50

50

Configured Web Administrators

100

100

100

100

NA

Roles—Packaged CCE only

30

30

30

NA

NA

Departments—Packaged CCE only

200

20013

200

NA

NA

Department per Administrator—Packaged CCE only

10

10

10

NA

NA

Machines in inventory

1000

1000

1000

1000

NA

12 Because Packaged CCE, CCMP, and CCDM use web administration, this limit does not apply with them.
13 Departments limit also applies to Cisco HCS for Contact Center Small Contact Center solutions.

Outbound Campaign Limits

Table 4. Outbound Campaign Limits

Resource

2000 Agent Reference Design Model

4000 Agent Reference Design Model

12000 Agent Reference Design Model

24000 Agent Reference Design Model

Contact Director Reference Design Model

Outbound dialer per system

1 per Agent PG

1 per Agent PG

1 per Agent PG

1 per Agent PG

NA

Outbound dialer maximum calls per second

20

40

120

120

NA

Outbound dialer maximum calls per second per dialer14

20

30

30

30

NA

Outbound dialer maximum ports on each SIP dialer

1500

1500

1500

1500

NA

Outbound dialer maximum ports on each system (total)

1500

3000

6000

6000

NA

Number of Preview Campaigns per System

1500 campaigns

Preview and direct preview modes support up to 750 campaign skill groups in a medium or large PG VM, provided the number of configured dialer ports are twice the number of maximum active campaigns per dialer.

1500 campaigns

Preview and direct preview modes support up to 750 campaign skill groups in a medium or large PG VM, provided the number of configured dialer ports are twice the number of maximum active campaigns per dialer.

1500 campaigns

Preview and direct preview modes support up to 750 campaign skill groups in a medium or large PG VM, provided the number of configured dialer ports are twice the number of maximum active campaigns per dialer.

1500 campaigns

Preview and direct preview modes support up to 750 campaign skill groups in a medium or large PG VM, provided the number of configured dialer ports are twice the number of maximum active campaigns per dialer.

NA

Number of Predictive Campaigns per system (Agent or VRU based)

150

300

600

600

Campaign skill groups per Campaign

20

20

20

20

NA

Predictive Campaign Skill Groups per Peripheral

150

150

150

150

NA

Maximum Outbound Skills per Agent

5

5

5

5

NA

Do Not Call Records per Import

1,000,000

20,000,000

60,000,000

60,000,000

NA

14 This figure assumes a 30% transfer rate to a VRU or an agent.

Precision Queue and Skill Groups Limits


Note

Each Precision Queue has an associated Skill Group. Each Precision Queue effectively has a weight of two Skill Groups.


Table 5. Precision Queue and Skill Group Limits

Resource

2000 Agent Reference Design Model

4000 Agent Reference Design Model

12000 Agent Reference Design Model

24000 Agent Reference Design Model

Contact Director Reference Design Model

Skill Groups per System

16,000 15

16,000

27,000

48,000

54,000

Enterprise Skill Groups

4000

4000

4000

4000

4000

Maximum combined configured Skill Groups and Precision Queues per peripheral

4000

4000

4000

4000

NA

Configured Precision Queues per system

4000

16

4000

17

The smaller of:

4000

Or

27,000 divided by the number of agent peripherals

The smaller of:

4000

Or

48,000 divided by the number of agent peripherals

8000 of the maximum 54,000 queues

Precision Queue steps

10,000

10,000

10,000

10,000

NA

Precision Queue term per Precision Queue

10

10

10

10

NA

Precision steps per Precision Queue

10

10

10

10

NA

Unique attributes per Precision Queue

10

10

10

10

NA

Max Unique Skills per Team

50

50

50

50

NA

Configured labels

100,000

100,000

160,000

160,000

160,000

Precision Routing Attributes on each system

10,000

10,000

10,000

10,000

NA

Precision Routing Attributes for each Agent

50

50

50

50

NA

Skill Group statistics refresh rate

10 seconds (default)

10 seconds (default)

10 seconds (default)

10 seconds (default)

NA

Skill Groups per PG

4000

4000

4000

4000

NA

Queues18 per Contact Sharing Group

NA

NA

NA

NA

100

Contact Sharing Rules

NA

NA

NA

NA

100

Contact Sharing Groups

NA

NA

NA

NA

1000

15 In most Packaged CCE 2000 Agent topologies, you can only have 4000 Skill Groups because there is only 1 Agent PG. In the Global topology, using remote sites, Packaged CCE supports 16,000 skill groups, system wide. Each remote site with an Agent PG adds 4000 skill groups. The 16,000 maximum requires 3 remote sites.
16 In a Non-Reference Design deployment (when you use more agent PGs than what is supported by your CCE reference design), use this formula to calculate the maximum number of Precision Queues per system: lesser of 4000 or 27000 / total number of Agent PGs.
17 In a Non-Reference Design deployment (when you use more agent PGs than what is supported by your CCE reference design), use this formula to calculate the maximum number of Precision Queues per system: lesser of 4000 or 27000 / total number of Agent PGs.
18 This term includes both Skill Groups and Precision Queues.

Task Routing Limits

Table 6. Task Routing Limits

Resource

2000 Agent Reference Design

4000 Agent Reference Design

12000 Agent Reference Design

24000 Agent Reference Design

Contact Director Reference Design

Maximum active agents assigned to tasks per system

2000

2000

2000

2000

NA

Maximum reserved and active tasks per agent19

15

15

15

15

NA

Maximum incoming tasks/sec across all MRDs20

5

5

5

5

NA

Task Routing API request/hr through SocialMiner

15,000

15,000

15,000

15,000

NA

19 This figure includes paused and interrupted tasks. Tasks that are still in queue or are transferred out by an agent do not count towards this limit.
20 SocialMiner throttles the task submission rate to Unified CCE to 5 tasks per second. SocialMiner holds a maximum of 10,000 tasks in the queue for submission. If the queue exceeds 10,000 tasks, then SocialMiner discards the additional tasks with the disposition code NOTIFICATION_RATE_LIMITED. Once the queue is ready again, additional tasks are added to the queue.

Dialed Number Limits


Note

In the Global topology, each remote site can support the full limit of Dialed Numbers as mentioned in the table.


Table 7. Dialed Number Limits

Resource

2000 Agent Reference Design Model

4000 Agent Reference Design Model

12000 Agent Reference Design Model

24000 Agent Reference Design Model

Contact Director Reference Design Model

Dialed Numbers on each CVP peripheral (External Voice and Post Call Survey) 21

2000

4000

12,000

12,000

12,000

Dialed Number on each Unified CM peripheral (Internal Voice)

2000

2000

2000

2000

NA

Dialed Number on each MR peripheral (Multichannel)

1000

1000

1000

1000

NA

Dialed Number on each Unified CM peripheral (Outbound Voice)

1000

1000

1000

1000

NA

21 You cannot exceed the system maximum total of 240,000 DN records across all routing client types.

System Load Limits

Table 8. System Load Limits

Resource

2000 Agent Reference Design Model

4000 Agent Reference Design Model

12000 Agent Reference Design Model

24000 Agent Reference Design Model

Contact Director Reference Design Model

VRU Ports in a Reference Layout2223

3000

6000

18,000

36,000

36,000

Maximum VRU Ports with Added PGs24

6000

12,000

36,000

48,000

72,000

Maximum Inbound Calls per Second (CPS)

15

30

90

90

300, of which Contact Sharing can handle 120 and the remainder is for self-service and line-of-business direct routing.

Congestion Control CPS25

18

35

105

105

300

Maximum Inbound CPS per VRU PG26

15

15

15

15

NA

Maximum VRU PIM per VRU PG

2

2

2

2

NA

Dynamic Reskilling (operations/hr.)

7200

7200

7200

7200

NA

Maximum Queued Calls and Tasks

15,000

15,000

15,000

15,000 27

15,000

Media Routing Domains per system

20

20

20

20

NA

Agent Callback requests through SocialMiner(requests/hr.)

1000

1000

1000

1000

NA

ECE Email or Chat requests per hour for 400 agent deployment

6 per agent

6 per agent

6 per agent

6 per agent

NA

ECE Email or Chat requests per hour for 1500 agent deployment28

6 per agent

6 per agent

6 per agent

6 per agent

NA

Incoming Messages per Second for CVP Reporting Server

420

420

420

420

420

Reports per user

For more details, see Resource Requirements for Reporting

2 Live Data reports

2 AW-RealTime reports

2 historical reports

2 Live Data reports

2 AW-RealTime reports

2 historical reports

2 Live Data reports

2 AW-RealTime reports

2 historical reports

2 Live Data reports

2 AW-RealTime reports

2 historical reports

NA

Maximum rows per report29

3000 for real-time

8000 for historical

3000 for real-time

8000 for historical

3000 for real-time

8000 for historical

3000 for real-time

8000 for historical

NA

Configured Business Hour Objects30

1000

1000

1000

1000

1000

Configured Schedule Objects per Business Hours Object31

50

50

50

50

50

22 These figures assume that your solution has an equal number of redundant ports. The actual number of ports is twice these figures.
23 The total calls at agents or the VXML server in the basic layout for each Reference Design model. The added components in a global deployment increase these numbers.
24 These figures assume that your solution has an equal number of redundant ports. The actual number of ports is twice these figures.
25 Inbound calls per second figures assume 10% of agents are supervisors who are not directly answering calls. The figures also assume a distribution of calls with 10% transfers and 5% conferences.
26 If one of the CVP Call Servers is down, the maximum inbound CPS per VRU PIM is also 15.
27 You can increase this to 27,000 by changing the ICM\<inst>\Router[A/B]\Router\CurrentVersion\Configuration\Queuing\MaxCalls registry setting.
28 For more details on email or chat sizing considerations, see the Enterprise Chat and Email Design Guide at https://www.cisco.com/c/en/us/support/customer-collaboration/cisco-enterprise-chat-email/products-implementation-design-guides-list.html.
29 Large Schedules that are configured in Cisco Unified Intelligence Center have an upper limit of 25000 rows. For more information, see Cisco Unified Intelligence Center User Guide.
30 Cisco HCS for Contact Center does not support the Business Hours feature.
31 Daily schedules account for 7 of these schedule objects. You can use the remainder for holidays and exceptions.

Call Variable Limits

Table 9. Call Variable Limits

Resource

2000 Agent Reference Design Model

4000 Agent Reference Design Model

12000 Agent Reference Design Model

24000 Agent Reference Design Model

Contact Director Reference Design Model

Persistent Enabled Expanded Call Variables (Default)32

5

5

5

5

5

Persistent Enabled Expanded Call Variable Arrays

0

0

0

0

0

Maximum Contents per ECC (Expanded Call Context) Variable (bytes)

210

210

210

210

210

Maximum Total ECC Contents Size per ECC Payload (bytes)

2000

2000

2000

2000

2000

Maximum ECC Variable Name (bytes without null character)

32

32

32

32

32

Maximum Total Contents and Name Size for ECC Variables per ECC Payload (bytes)

2500

2500

2500

2500

2500

Maximum ECC Variables Contents per Call (bytes)

6000

6000

6000

6000

6000

Maximum System-wide ECC Variable Contents (bytes)33

90,000,000

90,000,000

90,000,000

90,000,000

NA

Number of Peripheral Variables

10

10

10

10

10

Call Context for Peripheral Variables 1-10 (bytes)

40

40

40

40

40

32 See the "Call Context" section for details.
33 This limit is the maximum per call limit multiplied by the maximum queued calls and tasks for the system.

Other Limits

Table 10. Other Limits

Resource

2000 Agent Reference Design Model

4000 Agent Reference Design Model

12000 Agent Reference Design Model

24000 Agent Reference Design Model

Contact Director Reference Design Model

Maximum Agent PGs with Live Data, Precision Queueing, or Single Sign-On enabled34

435

4 36

12

24 (when using the Extra Large Live Data OVA)

24

50

Maximum PGs 37

30

100

150

150

NA

Maximum Agent PGs on each VM

1

1

1

1

NA

Maximum Cisco Finesse server pairs per PG pair

1

1

1

1

NA

MR PIMs on each MR PG

4

4

4

4

NA

Custom Application Gateway

20

20

20

20

20 per enterprise system

Bucket Intervals

2000

4000

12,000

12,000

NA

Configured Call Types

4000

8000

15,000

15,000

15,000

Call Type Skill Group per Interval38

70,000

70,000

70,000

70,000

NA

Active Routing Scripts

1000

2000

6000

6000

6000

Configured Routing Scripts

2000

4000

12,000

12,000

12,000

Network VRU Scripts

2000

4000

12,000

12,000

12,000

System-wide Maximum Configured Reason Codes and Labels

2800, plus 21 system-defined

3800, plus 21 system-defined

7800, plus 21 system-defined

7800, plus 21 system-defined

NA

Not-ready Reason Codes

100 global codes

100 associated reason codes for each team

100 global codes

100 associated reason codes for each team

100 global codes

100 associated reason codes for each team

100 global codes

100 associated reason codes for each team

NA

Sign-out Reason Codes

100 global codes

100 associated reason codes for each team

100 global codes

100 associated reason codes for each team

100 global codes

100 associated reason codes for each team

100 global codes

100 associated reason codes for each team

NA

Wrap-up Reason labels39

100 global labels

1500 team labels

100 global labels

1500 team labels

100 global labels

1500 team labels

100 global labels

1500 team labels

NA

Administration Bulk Jobs40

200

200

200

200

NA

CTI AllEventClients41

7/Medium PG

20/Large PG42

7/Medium PG

20/Large PG 43

7/Medium PG

20/Large PG 44

7/Medium PG

20/Large PG

NA

Real-Time Only Distributors (for configuration only)

4 (2 on each side)

4 (2 on each side)

10 (5 on each side)

10 (5 on each side)

10 (5 on each side)

Agent Targeting Rule (ATR)

1000

1000

1000

1000

NA
34 Deploy only one Agent PG, one VRU PG, and one MR PG on each VM. Use the Medium PG OVA or Large PG OVA, depending on your need for CTI All-Event Clients.
35 For Packaged CCE 2000 Agent, you have only 1 Agent PG, 1 VRU PG, and 1 MR PG. You can extend to the 4 maximum, if you use the Global topology with 3 remote sites.
36 A Cisco HCS for Contact Center Small Contact Center solution can support 50 PGs with SSO enabled. But, it can only support 12 PGs with Precision Queueing and Live Data enabling.
37 The maximum PG count includes the maximum Agent PG count (specified in the previous row).
38 Exceeding this limit causes gaps in your reporting.
39 A team cannot use more than 100 of the total team wrap-up reason labels.
40 This covers the SSO Migration Tool and the Packaged CCE Bulk Tool. It does apply to legacy bulk configuration tools.
41 The CTI AllEventClients limit includes Cisco Finesse, Enterprise Chat and Email, and Outbound Dialer connections. These limits do not apply for CTI OS desktops.
42 Does not apply for Packaged CCE, which does not use the Large PG OVA.
43 Does not apply for Packaged CCE, which does not use the Large PG OVA.
44 Does not apply for Packaged CCE, which does not use the Large PG OVA.

Feature Availability for Reference Designs

These sections summarize the features available in contact center solutions that follow the Contact Center Enterprise Reference Designs.

Agent and Supervisor

Capability

Supported

Notes

Call Flows

Post-route by CVP

Comprehensive call flow:

  • Inbound and outbound calls

  • Supplementary services

    • Hold and resume

    • Blind, consult, and refer transfers and conferences

    • Router requery

These other call flows are only allowed in Non-Reference Design solutions.

  • Pre-route call flows

  • Translation Routes

  • Unified CVP VXML Server (standalone)—Self-service without Unified ICM

  • Call Director—IP switching

  • VRU only—VRU, switching for PSTN endpoints

Outbound campaigns

Cisco Outbound Option supports these dialing modes:

  • Predictive

  • Preview

  • Direct Preview

  • Progressive

The SIP Dialer uses the UDP transfer protocol for SIP.

Mobile Agent

Nailed-up and Call-by-call modes

Silent Monitoring

Unified CM-based (BiB)

You cannot monitor mobile agents with Unified CM-based silent monitoring.

Recording

Unified CM-based

Network-based Recording

CUBE(E)-based

TDM gateway-based

CRM Integration

CRM integration is available through the Cisco Finesse Web API, Finesse gadgets, and existing CRM connectors.

You can integrate with a CRM using the following methods:

  • CRM iFrame in the Finesse container. This method is simple and easy but does not provide deep CRM integration.

  • Third-party gadget in the Finesse container. This method achieves full CRM integration but requires custom development using third-party and Finesse APIs.

  • Finesse gadgets in a CRM browser-based desktop. This method provides lightweight integration into the CRM application.

  • Finesse Web API s or the CTI Server protocol to integrate into a CRM application. This method provides deep CRM integration but requires custom development.

Desktop

Cisco Finesse

Finesse IP Phone Agent

FIPPA only supports a subset of Finesse's features.

Desktop Customization

Cisco Finesse API

Only Non-Reference Designs that use the Avaya PG or the Parent/Child topology can use CTI OS desktops. Cisco Finesse is the required dekstop for all other contact center enterprise solutions.

Voice and Infrastructure

Capability

Supported

Notes

Music on Hold

Unicast with Unified CM subscriber or voice gateway

Multicast using voice gateway

"Multicast with Unified CM subscriber source only" is only supported in non-Reference Designs.

Proxy / Cisco Unified SIP Proxy (CUSP)

SIP Proxy is an optional component.

Instead of using CUSP, some deployments can achieve High Availability (HA) and load balancing using these solution components:

  • Time Division Multiplexing (TDM) gateway and Unified CM, which use the SIP Options heartbeat mechanism to perform HA.

  • Unified CVP servers, which use the SIP server group and SIP Options heartbeat mechanism to perform HA and load balancing.

  • Outbound Option. The Outbound dialer can connect to only one physical gateway, if SIP proxy is not used.

Ingress Gateways

See the Compatibility Matrix for your solution at https://www.cisco.com/c/en/us/support/customer-collaboration/unified-contact-center-enterprise/products-device-support-tables-list.html for the supported hardware.

Protocol

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

Session Initiation Protocol (SIP) over User Datagram Protocol (UDP) for Outbound Option SIP Dialer to egress voice gateway. All subsequent transfers to endpoints must use SIP TCP.

Secure SIP to SIP signaling

Contact center enterprise solutions do not support H.323.

You can use SIP over Media Gateway Control Protocol (MGCP) only in Non-Reference Designs. You can use SIP over UDP only for the Outbound Dialer.

From the Outbound Option SIP Dialer to the egress gateway has to use UDP.

Codec

For VRU: G.711 mu-law and G.711 a-law

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

For video:

  • Video track: H.264

Contact center enterprise solutions do not support iSAC or 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.

Media Resources

Gateway or Unified CM based:

  • Conference bridges

  • Transcoders and Universal Transcoders

  • Hardware and IOS Software Media Termination Points

For Unified CM-based resources, appropriately size Unified CM for this load.

Administration Interfaces

Capability

Supported

Notes

Core Component Provisioning

  • Gateways - CLI

  • Unified CVP - Web-based operation console

  • Unified CCE - Web-based administration and thick client configuration tools

  • Unified CCMP for Unified CCE solutions, Unified CCDM for Cisco Hosted Collaboration Solution for Contact Center solutions.

  • Cisco VVB - Web-based operation console

  • Unified CM - Web-based administration

  • Cisco Finesse - Web-based administration

  • Unified Intelligence Center - Web-based administration

For provisioning, Packaged CCE does not support CCMP or CCDM.

Service Creation Environment

Unified CCE Internet Script Editor

Unified CCE Script Editor

CVP Call Studio

Serviceability

Cisco Prime Collaboration - Assurance

Unified System Command Line Interface (CLI)

RTMT Analysis Manager Diagnosis

SNMP

syslog

Contact center enterprise solutions do not support RTMT Analysis Manager Analyze Call Path.

Finesse supports RTMT only for log collection.

VRU and Queueing

This table lists the VRU and call queuing features that optimize inbound call management.

Capability

Supported

Notes

Voice Response Unit (VRU)

Unified CVP Comprehensive Model Type 10

The following are supported only in Non-Reference Designs:

  • All other Unified CVP VRU types

  • Cisco Unified IP IVR

  • Third-party VRUs

Caller Input

DTMF - RFC2833

Automatic Speech Recognition and Text-to-speech (ASR/TTS)

Video

CVP and Video Basic

CVP Video in Queue

CVP Media Server

The CVP Media Server uses the third-party Microsoft Internet Information Services (IIS). The CVP installer adds the CVP Media Server coresident on the Unified CVP Server.

Reporting

Capability

Supported

Notes

Reporting tools

Cisco Unified Intelligence Center

Third-party reporting applications

Custom reporting

Database sources

Unified CCE AW-HDS-DDS

Unified CCE Live Data

Unified CVP Reporting

For a typical 1000 agent deployment with an average rate of 8 calls per second, the retention period is approximately 24 months. For a longer retention period, install an external HDS.

To size the needs for your deployment, use the DB Estimator tool in the ICMDBA tool.

Database Integration

CVP Database Element

Unified CVP VXML Server supports connections to third-party Microsoft SQL Server databases.

Retention

All contact center enterprise solutions have a fixed retention size for the AW-HDS-DDS. For more retention, you need an external HDS-DDS node. Use the DB Estimator Tool in the ICMDBA tool to calculate the vDisk size based on your solution sizing and customer retention requirements. The DB vDisk of the AW-HDS-DDS can be custom-sized when you deploy the OVA.

A 2000 Agent Reference Design can have up to 4 external HDS.

For more information about the HDS sizing, see the Cisco Collaboration Virtualization page for your solution at http://www.cisco.com/c/dam/en/us/td/docs/voice_ip_comm/uc_system/virtualization/cisco-collaboration-virtualization.html.

Report capacities

Two hundred Unified Intelligence Center users can concurrently run:

  • Two real-time reports with 100 rows per report, with 10 columns each.

  • Two historical reports with 2000 rows, with 10 columns each.

  • Two live data reports with 100 rows, with 10 columns each. (Adjust this based on the deployment type whether LD runs or not).

This is applicable for both Unified CCE and Packaged CCE solutions.

Note 
  • Do not run more than ten concurrent reports on any client machine. This is a combined limit for reports that run on the Unified Intelligence Center User Interface, Permalinks, and Dashboards on the client machine.

  • However, you cannot run ten concurrent reports for the 200 maximum reporting users on each node.

  • You have fewer reporting users on a node, they can run proportionally more reports. But, no client machine can exceed the ten report limit.

In addition, 30 users each running one real-time XML permalink and one historical XML permalink is supported. (This results in approximately 7200 real-time XML permalink executions per hour and 60 Historical XML permalink executions per hour.)

The real-time reports have the capacity of 100 rows per report, with 10 columns each and the historical reports have the capacity of 2000 rows, with 10 columns each.

Third-Party Integrations

Option

Notes

Recording

Recording Methods:

  • CUCM-based (BiB)

  • Network-based Recording

  • CUBE Forking

Optionally, you can use a third-party recording server integration.

Wallboards

Wallboard provide real-time monitoring of your service to customers. They display information on customer service metrics, such as number of calls waiting, waiting call length, and service levels.

Workforce Management

WFM allows the scheduling of multiple Contact Service Queue (CSQs) and sites.

You can use a single WFM implementation worldwide.

Cisco Solution Plus

Refer to the Cisco Solution Plus program for supported options.

Automated Call Distributor (ACD)

You cannot use a third-party ACD in a Reference Design.