Embed Size (px)
Citation preview
Cisco Packaged Contact Center Enterprise Design Guide, Release10.5(x)First Published: 2014-06-18
Last Modified: 2016-12-19
Americas HeadquartersCisco Systems, Inc.170 West Tasman DriveSan Jose, CA 95134-1706USAhttp://www.cisco.comTel: 408 526-4000 800 553-NETS (6387)Fax: 408 527-0883
THE SPECIFICATIONS AND INFORMATION REGARDING THE PRODUCTS IN THIS MANUAL ARE SUBJECT TO CHANGE WITHOUT NOTICE. ALL STATEMENTS,INFORMATION, AND RECOMMENDATIONS IN THIS MANUAL ARE BELIEVED TO BE ACCURATE BUT ARE PRESENTED WITHOUT WARRANTY OF ANY KIND,EXPRESS OR IMPLIED. USERS MUST TAKE FULL RESPONSIBILITY FOR THEIR APPLICATION OF ANY PRODUCTS.
THE SOFTWARE LICENSE AND LIMITEDWARRANTY FOR THE ACCOMPANYING PRODUCT ARE SET FORTH IN THE INFORMATION PACKET THAT SHIPPED WITHTHE PRODUCT AND ARE INCORPORATED HEREIN BY THIS REFERENCE. IF YOU ARE UNABLE TO LOCATE THE SOFTWARE LICENSE OR LIMITED WARRANTY,CONTACT YOUR CISCO REPRESENTATIVE FOR A COPY.
The Cisco implementation of TCP header compression is an adaptation of a program developed by the University of California, Berkeley (UCB) as part of UCB's public domain versionof the UNIX operating system. All rights reserved. Copyright © 1981, Regents of the University of California.
NOTWITHSTANDINGANYOTHERWARRANTYHEREIN, ALL DOCUMENT FILES AND SOFTWARE OF THESE SUPPLIERS ARE PROVIDED “AS IS"WITH ALL FAULTS.CISCO AND THE ABOVE-NAMED SUPPLIERS DISCLAIM ALL WARRANTIES, EXPRESSED OR IMPLIED, INCLUDING, WITHOUT LIMITATION, THOSE OFMERCHANTABILITY, FITNESS FORA PARTICULAR PURPOSEANDNONINFRINGEMENTORARISING FROMACOURSEOFDEALING, USAGE, OR TRADE PRACTICE.
IN NO EVENT SHALL CISCO OR ITS SUPPLIERS BE LIABLE FOR ANY INDIRECT, SPECIAL, CONSEQUENTIAL, OR INCIDENTAL DAMAGES, INCLUDING, WITHOUTLIMITATION, LOST PROFITS OR LOSS OR DAMAGE TO DATA ARISING OUT OF THE USE OR INABILITY TO USE THIS MANUAL, EVEN IF CISCO OR ITS SUPPLIERSHAVE BEEN ADVISED OF THE POSSIBILITY OF SUCH DAMAGES.
Any Internet Protocol (IP) addresses and phone numbers used in this document are not intended to be actual addresses and phone numbers. Any examples, command display output, networktopology diagrams, and other figures included in the document are shown for illustrative purposes only. Any use of actual IP addresses or phone numbers in illustrative content is unintentionaland coincidental.
Cisco and the Cisco logo are trademarks or registered trademarks of Cisco and/or its affiliates in the U.S. and other countries. To view a list of Cisco trademarks, go to this URL: http://www.cisco.com/go/trademarks. Third-party trademarks mentioned are the property of their respective owners. The use of the word partner does not imply a partnershiprelationship between Cisco and any other company. (1110R)
© 2012-2015 Cisco Systems, Inc. All rights reserved.
C O N T E N T S
P r e f a c e Preface vii
Change History vii
About This Guide x
Audience xi
Organization of This Guide xi
Related Documents xi
Obtaining Documentation and Submitting a Service Request xii
Field Alerts and Field Notices xii
Documentation Feedback xii
Conventions xiii
C H A P T E R 1 Introduction 1
Overview of Packaged CCE (CCE PAC M1) 1
Solution Topology 3
CCE PAC M1 Option and Feature Support 4
Integrated Options and Features Available on Host Servers 4
Optional Features That Can Be Installed on Separate Servers 5
Cisco SolutionsPlus 6
Features Supported with Restrictions 6
Options and Features Not Currently Supported 9
C H A P T E R 2 System Requirements and Server Configuration 11
Hardware Requirements 11
UCS B Series Platform and Hardware Requirements 12
UCS B Series Platform Storage Area Network Hardware and Transport Requirements 13
UCS B Series LAN Requirements 14
Open Virtualization Files 14
Cisco Packaged Contact Center Enterprise Design Guide, Release 10.5(x) iii
VMware Hosting 14
Software 15
Cisco Systems Contact Center Components 15
Peripheral Gateways 16
Video Contact Center Components 16
Third-Party Software 17
Supported Browsers 18
Automation Tools 18
Base Configuration and Utility Tools 19
Side A Server Component Configurations 19
Side B Server Component Configurations 20
Software Licenses 21
Local and Wide Area Network Communications 22
Fault Tolerance 23
Data Backup 23
NTP and Time Synchronization 23
C H A P T E R 3 Configuration Limits 25
Packaged CCE Component Capacity 25
Load Capacity 29
Outbound Option Capacity 30
Video Contact Center Capacity 30
C H A P T E R 4 Features and Functions 31
Agent and Supervisor 31
Call Flows 31
CRM Integration 31
Desktop and Desktop Customization 32
Recording 32
Silent Monitoring 32
Reporting 33
Unified Intelligence Center Reporting 33
Unified CVP Reporting 34
Remote Office Options 35
Third-party Integration 36
Cisco Packaged Contact Center Enterprise Design Guide, Release 10.5(x)iv
Contents
Database Integration 36
Voice and Video Infrastructure Requirements 36
Audio Codec Support 36
Conferences 36
Cisco Unified Border Element 36
Cisco Unified Border Element with Outbound Option SIP Dialer 37
Unified Communications Manager 37
VRU and Queuing 38
Gateways 38
Gateway Sizing 39
Endpoints for Agents and Callers 41
Transfers 44
Virtualization for Packaged CCE 44
Cisco Packaged Contact Center Enterprise Design Guide, Release 10.5(x) v
Contents
Cisco Packaged Contact Center Enterprise Design Guide, Release 10.5(x)vi
Contents
Preface
• Change History, page vii
• About This Guide, page x
• Audience, page xi
• Organization of This Guide, page xi
• Related Documents, page xi
• Obtaining Documentation and Submitting a Service Request, page xii
• Field Alerts and Field Notices, page xii
• Documentation Feedback, page xii
• Conventions, page xiii
Change HistoryThis table lists changes made to this guide, and gives the dates those changes were made. Earliest changesappear in the bottom rows.
LinkDateChange
Hardware Requirements, on page 11
VMware Hosting, on page 14
December,2016
Added support for UCS C240 M4SX TRC#1 forPackaged CCE Release 10.5(3).
Hardware Requirements, on page 11September,2015
Added support for UCS B200 M4 TRC#1 forPackaged CCE Release 10.5(2).
Cisco SolutionsPlus, on page 6September,2015
Added support for Exony VIM Reporting.
Virtualization for Packaged CCE, onpage 44
September,2015
Added support for Cisco Nexus 1000V.
Cisco Packaged Contact Center Enterprise Design Guide, Release 10.5(x) vii
LinkDateChange
Cisco Unified Border Element withOutbound Option SIP Dialer, on page37
September,2015
Added CPA support with SIP Dialer for Release10.5(2).
Gateways, on page 38September,2015
Gateway support:
• Added support for ASR 1000
• Added IOS 15.5(3)M1 to the list of supportedsoftware versions
• Added note for IOS 15.3(3)M6 for CiscoUBE deployments
Endpoints for Agents and Callers, onpage 41
September,2015
Endpoint support:
• Added 8811, 8851NR, and 8865 to the listof supported endpoints
• Added 8845 to the list of supported endpoints
• Added caveats for 89xx and 99xx seriesphones
• Added information about disabling JAL andDTAL
Optional Features That Can BeInstalled on Separate Servers, on page5
Features Supported with Restrictions,on page 6
Video Contact Center Components,on page 16
Endpoints for Agents and Callers, onpage 41
June, 2015Video Contact Center:
• Added support for the Remote ExpertMobiledeployment of Video Contact Center.
• Added support for Remote Expert Branchdeployments of Video Contact Center,including Kiosk/ Immersive
• Remote Expert Mobile Basic deploymentwas renamed to Video Contact Center withJabber Guest throughout guide.
Packaged CCE Component Capacity,on page 25
June, 2015Added the following capacity limit information:
• Unique Queues for all Agents in aSupervisor's Teams
• Administrators
• Media Classes
• Media Routing Domains
• Agent Trace
Cisco Packaged Contact Center Enterprise Design Guide, Release 10.5(x)viii
PrefaceChange History
LinkDateChange
Endpoints for Agents and Callers, onpage 41
June, 2015Updated endpoint support to add Jabber for VXME9.7 and higher and remove 7911 support.
Gateways, on page 38June, 2015Gateway support changes:
• Added support for 44xx (4321, 4331, 4351)and 43xx (4331, 4351) gateways.
• Removed IOS 15.1(4)M7 from the list ofsupported ISO software versions.
• Added IOS 15.4(3)M2 to the list of supportedISO software versions.
Options and Features Not CurrentlySupported, on page 9
June, 2015Added clarification that third-party certificates arenot supported for Windows-based components.
Cisco Unified Border Element withOutbound Option SIP Dialer, on page37
June, 2015Updated information about SIP Dialer support ofCisco UBE SIP trunk egress.
Integrated Options and FeaturesAvailable on Host Servers, on page4
December,2014
Added Extension Mobility to list of supportedfeatures available on host servers.
Features Supported with Restrictions,on page 6
Endpoints for Agents and Callers, onpage 41
December,2014
Updated Video Contact Center caller endpointsupport and feature restrictions.
Gateways, on page 38
Gateway Sizing, on page 39
December,2014
Updated gateway and gateway sizing information.
Outbound Option Capacity, on page30
Cisco Unified Border Element , onpage 36
Cisco Unified Border Element withOutbound Option SIP Dialer, on page37
December,2014
Updated Cisco Unified Border Element (CiscoUBE) information in several topics.
Moved Cisco UBE configuration for OutboundOption out of the Outbound Option Capacity topicand into the Cisco Packaged Contact CenterEnterprise Features Guide chapter for OutboundOption.
Packaged CCE Component Capacity,on page 25
December,2014
Added themaximum number of monitored devicesthat can be associated with the pguser.
Features Supported with Restrictions,on page 6
October, 2014Updated protocol support.
Updates throughout guideOctober, 2014Added support for Video Contact Center feature.
Cisco Packaged Contact Center Enterprise Design Guide, Release 10.5(x) ix
PrefaceChange History
LinkDateChange
Third-Party Software, on page 17July, 2014Added Java to software listing.
Endpoints for Agents and Callers, onpage 41
July, 2014Updated phone support information.
06/18/2014Initial release of document for release 10.5(1)
Software Licenses, on page 21
Hardware Requirements, on page 11
UCS B Series Platform and HardwareRequirements, on page 12
UCS B Series LAN Requirements, onpage 14
Recording, on page 32
Silent Monitoring, on page 32
Virtualization for Packaged CCE, onpage 44
Cisco Packaged CCE deployments are supportedon Cisco UCS B-Series blade servers.
Peripheral Gateways, on page 16MR PG accommodates up to four PIMs:
• One Outbound PIM
• One Multichannel PIM for SocialMiner
• OneMultichannel PIM for E-Mail InteractionManager/Web Interaction Manager
• One Multichannel PIM for a third-partymultichannel application
Packaged CCE Component Capacity,on page 25
Increased system capacity for the following items:
• Concurrent active agent limit for Outboundand Multichannel
• Attributes per precision queue
• Active call types
About This GuideThis guide lists the configuration and capacity boundaries of Cisco Packaged Contact Center Enterprise(Packaged CCE)—a solution deployment for delivering CiscoUnified Contact Center Enterprise in a virtualizedenvironment. Packaged CCE requires strict adherence to configuration and capacity rules. It is mandatory tofollow all requirements stated in this document.
Cisco Packaged Contact Center Enterprise Design Guide, Release 10.5(x)x
PrefaceAbout This Guide
This guide specifies all supported configurations and versions for the current release of Cisco Packaged UnifiedCenter Enterprise. The information in this guide supersedes compatibility information in any other PackagedCCE documentation. If a configuration or version is not stated, that configuration or version is not supported.
These specifications are for the most current Maintenance Release of Packaged CCE. This documentassumes that you are installing—or upgrading to—the latest Maintenance Release.
Attention
AudienceThis document is prepared for system engineers and partners.
Organization of This GuideThis guide is organized as follows:
Chapter
Introduction, on page 1: an overview of the Packaged CCE solution, its components,and its supported features.
Chapter 1
System Requirements and Server Configuration , on page 11: hardware and softwarerequirements, fault tolerance, and network configuration.
Chapter 2
Configuration Limits, on page 25: configuration limits and capacity.Chapter 3
Features and Functions, on page 31, in alpha order, from Administration tools toVirtualization.
Chapter 4
Related DocumentsLinkSubject
http://www.cisco.com/c/en/us/support/customer-collaboration/packaged-contact-center-enterprise/tsd-products-support-series-home.html
Cisco Packaged Contact Center Enterprise (PackagedCCE)
http://www.cisco.com/c/en/us/support/customer-collaboration/unified-contact-center-enterprise/tsd-products-support-series-home.html
Cisco Unified Contact Center Enterprise (UnifiedCCE)
http://www.cisco.com/c/en/us/support/unified-communications/unified-communications-manager-callmanager/tsd-products-support-series-home.html
Cisco Unified Communications Manager
Cisco Packaged Contact Center Enterprise Design Guide, Release 10.5(x) xi
PrefaceAudience
LinkSubject
http://www.cisco.com/c/en/us/support/customer-collaboration/unified-intelligence-center/tsd-products-support-series-home.html
Cisco Unified Intelligence Center
http://www.cisco.com/c/en/us/support/customer-collaboration/finesse/tsd-products-support-series-home.html
Cisco Finesse
http://www.cisco.com/c/en/us/support/customer-collaboration/unified-customer-voice-portal/tsd-products-support-series-home.html
Cisco Unified Customer Voice Portal (Unified CVP)
For information related to the CCE PAC M1 deployment, see the current design guides for Unified CCE andfor Unified CVP. While this document takes precedence over—and overrides—these two guides, someelements are common:
• Cisco Unified Contact Center Enterprise Design Guide: http://www.cisco.com/c/en/us/support/customer-collaboration/unified-contact-center-enterprise/products-implementation-design-guides-list.html.
• Cisco Unified Customer Voice Portal (CVP) Solution Reference Network Design (SRND): http://www.cisco.com/c/en/us/support/customer-collaboration/unified-customer-voice-portal/products-implementation-design-guides-list.html.
Obtaining Documentation and Submitting a Service RequestFor information on obtaining documentation, using the Cisco Bug Search Tool (BST), submitting a servicerequest, and gathering additional information, seeWhat's New in Cisco Product Documentation, at: http://www.cisco.com/c/en/us/td/docs/general/whatsnew/whatsnew.html.
Subscribe toWhat's New in Cisco Product Documentation, which lists all new and revised Cisco technicaldocumentation as an RSS feed and delivers content directly to your desktop using a reader application. TheRSS feeds are a free service.
Field Alerts and Field NoticesCisco products may be modified or key processes may be determined to be important. These are announcedthrough use of the Cisco Field Alerts and Cisco Field Notices. You can register to receive Field Alerts andField Notices through the Product Alert Tool on Cisco.com. This tool enables you to create a profile to receiveannouncements by selecting all products of interest.
Log into www.cisco.com and then access the tool at http://www.cisco.com/cisco/support/notifications.html.
Documentation FeedbackTo provide comments about this document, send an email message to the following address:[email protected]
Cisco Packaged Contact Center Enterprise Design Guide, Release 10.5(x)xii
PrefaceObtaining Documentation and Submitting a Service Request
We appreciate your comments.
ConventionsThis document uses the following conventions:
DescriptionConvention
Boldface font is used to indicate commands, such as user entries, keys, buttons,and folder and submenu names. For example:
• Choose Edit > Find.
• Click Finish.
boldface font
Italic font is used to indicate the following:
• To introduce a new term. Example: A skill group is a collection of agentswho share similar skills.
• A syntax value that the user must replace. Example: IF (condition, true-value,false-value)
• A book title. Example: See the Cisco Unified Contact Center EnterpriseInstallation and Upgrade Guide .
italic font
Window font, such as Courier, is used for the following:
• Text as it appears in code or that the window displays. Example:<html><title>Cisco Systems, Inc. </title></html>
window font
Angle brackets are used to indicate the following:
• For arguments where the context does not allow italic, such as ASCII output.
• A character string that the user enters but that does not appear on the windowsuch as a password.
< >
Cisco Packaged Contact Center Enterprise Design Guide, Release 10.5(x) xiii
PrefaceConventions
Cisco Packaged Contact Center Enterprise Design Guide, Release 10.5(x)xiv
PrefaceConventions
C H A P T E R 1Introduction
• Overview of Packaged CCE (CCE PAC M1), page 1
• Solution Topology, page 3
• CCE PAC M1 Option and Feature Support, page 4
Overview of Packaged CCE (CCE PAC M1)Packaged CCE delivers Cisco Systems contact center components on a single pair of duplexed UnifiedComputing System (UCS) servers, referred to as the Side A Host and the Side B Host.
These components are deployed as on-boxVirtualMachines (VMs) that are described byOVA files downloadedfrom Cisco Systems, Inc.
The Packaged CCE VMs provide the essential set of contact center functionality—call processing, promptsand rich VXML scripting, voice response collection, agent selection, queuing, and reporting.With its controlledenvironment and well-defined configuration and deployment boundaries, CCE PAC M1 is a robust solutionwith high availability and solution serviceability. Additional benefits are simplified ordering and deploymentrollout, easier operation and maintenance, and Unified CCE Administration—a streamlined, browser-basedadministration interface for configuring the system and monitoring its health.
The CCE PACM1 deployment supports on-box virtual machines (VMs) for the following products. Nothingcan be installed other than what is in this table.
NotesRequired?VM
Installed as two CCE Call Server VMs (one on the Side AHost and one on the Side B Host) and two CCE Data ServerVMs (one on Side A and one on Side B).
YesCisco Unified Contact CenterEnterprise (Unified CCE)
Installed as two CVP Servers on Side A, two on Side B, andone CVP OAMP Server on Side A.
YesCisco Unified Customer VoicePortal (Unified CVP)
Used for the Courtesy Callback feature andVXML reporting.
You have the option to install the CVP Reporting Server asan on-box VM on Side B or to connect to an external CVPReporting Server.
NoCisco Unified CVP ReportingServer
Cisco Packaged Contact Center Enterprise Design Guide, Release 10.5(x) 1
NotesRequired?VM
Installed as a Publisher node on Side A and one Subscribernode on Side B.
YesCisco Unified Intelligence Center
Installed as a Primary node on Side A and one Secondarynode on Side B.
You must install Finesse as on-box VMs, evenif you do not intend to use the Finesse desktop.
Important
YesCisco Finesse
Unified CM is required as either three on-box VMs or as anetworked external Unified CMPublisher that connects withSubscribers.
On-box Unified CM is installed as a Publisher and aSubscriber node on Side A and a second Subscriber nodeon Side B.
YesCisco Unified CommunicationsManager
NotesExternal Machine
Optionally, Packaged CCE may connect to anexisting external cluster instead of using the on-boxcluster.
Use the 7500-User VM Configuration or larger forSubscriber nodes on an external/existing cluster.
Cisco Unified Communications Manager or CiscoBusiness Edition 7000
Required for email and web collaborationmanagement.
Download the OVA that is appropriate for yourEIM/WIM deployment size. Go here to downloadthe OVA.
Cisco Unified Email Interaction Manager/WebInteraction Manager
You can install the Administration Server, Real-Timeand Historical Data Server, Detail Data Server(AW-HDS-DDS) on a maximum of two separateservers. External AW-HDS-DDS is required if
• You need a longer retention period or additionalreporting users.
• You need to connect to a third-party reportingapplication.
• You need to connect to a third-partyWorkforceManagement application.
Go here and navigate to download the OVA.Select the AW-HDS-DDS template.
External AW-HDS-DDS
Provides recording, playback, live streaming, andstorage of media, including audio and video, toimprove customer care.
Cisco MediaSense
Cisco Packaged Contact Center Enterprise Design Guide, Release 10.5(x)2
IntroductionOverview of Packaged CCE (CCE PAC M1)
NotesExternal Machine
Required for VXML reporting for the Side AUnifiedCVP Servers if Packaged CCE is split over a WAN.Courtesy Callback only uses the Side BUnified CVPReporting Server, even when deployed over a WANfrom the A side.
Cisco Unified CVP Reporting Server
Required for the Agent Request feature and for socialmedia management.
Cisco SocialMiner
Related Topics
Solution Topology, on page 3Unified CVP Reporting, on page 34Unified Communications Manager, on page 37
Solution TopologyThis figure shows the location of the virtual machines on Side A and on Side B in a deployment in which theUnified Communications Manager publisher and subscribers are installed as “on-box” virtual machines onthe Side A and Side B hosts.
If you configure an external Unified CommunicationsManager, Side Awill not have the Unified CMPublisheror Unified CommunicationsManager Subscriber 1. Side Bwill not have the Unified CommunicationsManagerSubscriber 2.
Cisco Packaged Contact Center Enterprise Design Guide, Release 10.5(x) 3
IntroductionSolution Topology
CCE PAC M1 Option and Feature SupportThis section lists the options and features that are supported in the CCE PAC M1 deployment of PackagedCCE, the features that are supported with restrictions, and the features that are not currently supported.
Features that have been fully qualified for Packaged CCE are documented in the Cisco Packaged ContactCenter Enterprise Features Guide at http://www.cisco.com/en/US/products/ps12586/prod_maintenance_guides_list.html.
Integrated Options and Features Available on Host ServersThe VMs that are installed on the Side A and Side B servers enable these options and features:
• Agent Greeting
• Congestion Control
Cisco Packaged Contact Center Enterprise Design Guide, Release 10.5(x)4
IntroductionCCE PAC M1 Option and Feature Support
• Courtesy Callback
• Database integration through Unified CVP
• Extension Mobility
• Live Data
• Location-based Call Admission Control (CAC)
• Mobile Agent
• Post call survey
• Precision Routing
• Outbound Option
• Support for back-office phones
• Unified Communications Manager-based Silent Monitoring
• Unified CVP reporting
•Whisper Announcement
Optional Features That Can Be Installed on Separate ServersThese features are available on separate servers on the same network:
• Agent Request (requires SocialMiner)
• 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, such as WorkforceManagement application
• Integration with existing Unified Communications Manager
• Cisco MediaSense
• Multichannel (Cisco Unified E-Mail Interaction Manager, Cisco Unified Web Interaction Manager, andeGain Solution Plus or Bucher + Suter Solutions Plus)
• CTI OS-based Silent Monitor (required for SPAN-based silent monitoring only)
• Video Contact Center (requires MediaSense and Cisco Telepresence MCU video conference bridge.)
Video Contact Center with Jabber Guest also requires Cisco Expressway Edge, Cisco Expressway Core,and Cisco Jabber Guest Server.
The Remote Expert Mobile deployment of Video Contact Center also requires Remote Expert MediaBroker, Remote Expert Application Server, and Reverse Proxy.
• Remote Expert Branch, including Kiosk/Immersive (for more information, see http://www.cisco.com/c/en/us/solutions/enterprise/design-zone/remote_expert.html)
Cisco Packaged Contact Center Enterprise Design Guide, Release 10.5(x) 5
IntroductionOptional Features That Can Be Installed on Separate Servers
Cisco SolutionsPlusPackaged CCE supports the following applications:
• ALI OnQ Campaign Management Solution
• Bucher +Suter CRM Connectors: Siebel, Salesforce, SAP, or MS Dynamics
• eGain Solutions Plus
• Nuance for CVP
• Nice Interaction Management Solution for Cisco MediaSense
• Calabrio Recording Applications for Cisco MediaSense
• Exony VIM (Reporting only)
Exony VIM Reporting requires an External AW-HDS-DDS.
Packaged CCE does not support Exony VIM Provisioning features.
Note
Features Supported with RestrictionsThese features and functions are supported with some restrictions, as noted.
Not supportedSupportedFeature
Security onSecurity offCTI OS
Call-by-callNailed upMobile Agent
Cisco Packaged Contact Center Enterprise Design Guide, Release 10.5(x)6
IntroductionFeatures Supported with Restrictions
Not supportedSupportedFeature
The following features are notsupported for video calls:
• Agent Greeting
•Whisper Announcement
• Mobile Agent
• Silent Monitor
• Courtesy Callback
• Outbound Dialer
• Video on Hold(caller-initiated)
• Supervisor Barge-In
• Intercept
• Caller to agent video
• Video on Hold (agent-initiated)
• Video in QueueVideo in Queue is a feature inCisco Unified Customer VoicePortal that can play videos beforeand while a caller is in queue.Video in Queue also allows thecaller use DTMF keys to interactwith the Unified CVP throughhigh-definition video prompts, andto navigate a video menu.
• Recording video calls
• Video Contact Center with JabberGuest deployment
• Remote ExpertMobile deployment
• Remote Expert Branchdeployments, including Kiosk/Immersive
Video Contact Center
Not supportedSupportedVoice and VideoInfrastructure
iSAC
iLBC
Mixed codecs for Mobile Agent.Remote and Local ports must usethe same codec.
Mixed codecs for CVP prompts.CVP prompts must all use the samecodec.
For video playback, MediaSensedoes not support G.711 A-Law.
For VRU: G.711mu-law andG.711A-law
For voice agents: G.711 mu-law, G.711A-law, G.729, and G.729a
For video:
• Audio: For video upload,MediaSense requires AAC-LDMP4A-LATM. The audio isconverted to AAC-LDMP4A-LATM, G.711 mu-Law, andG.722 for streaming playback.
• Video: H.264
Codecs
When there is contact-centerinteraction, use of different codecas external agent devices.
Unified CommunicationsManagerCross Cluster Mobility feature.
All voice requirements.Back-office and agentdevices on external UnifiedCommunications Manager
Cisco Packaged Contact Center Enterprise Design Guide, Release 10.5(x) 7
IntroductionFeatures Supported with Restrictions
Not supportedSupportedVoice and VideoInfrastructure
These Unified CommunicationsManager-based (Cisco IP VoiceMedia Streaming Application)media resources are not supported:
• Conference bridges
• MTPs
These gateway-based media resources aresupported:
• Conference bridges
• Transcoders and UniversalTranscoders
• Hardware and IOS Software MTPs
Media Resources
MulticastUnicast—Unified CommunicationsManager Subscriber source only
This sizing applies to agent node only, forboth agent and back-office devices, withall agent devices on the same node pair.
Music on hold
SIP over User Datagram Protocol(UDP), H323, Media GatewayControl Protocol (MGCP)
SIP over Transmission ControlProtocol (TCP) for OutboundOption SIP Dialer to egressgateway
For SRTP, consider the followingpoints before you enable it:
• The Unified CVP VXMLBrowser does not supportSRTP.
• Deployments that usespan-based silent monitoringdo not support SRTP.
• Mobile Agents cannot useSRTP.
• The Cisco Outbound OptionDialers do not support SRTP.While calls are connected tothe Dialer, the calls cannotuse SRTP. But, calls cannegotiate SRTP once the callis no longer connected to theDialer.
Session Initiation Protocol (SIP) overTransmission Control Protocol (TCP)
Session Initiation Protocol (SIP) over UserDatagram Protocol (UDP) for OutboundOption SIP Dialer to egress voice gateway.All subsequent transfers to end points mustuse SIP TCP.
Secure SIP to SIP signaling
Secure RTP (SRTP)
Protocol
Cisco Packaged Contact Center Enterprise Design Guide, Release 10.5(x)8
IntroductionFeatures Supported with Restrictions
Not supportedSupportedVoice and VideoInfrastructure
Cisco Unified SIP Proxy is notsupported for any call flow, exceptfor Outbound Option Dialer.
High Availability (HA) and load balancingare achieved using these solutioncomponents:
• Time-Division Multiplexing (TDM)Gateway and UnifiedCommunications Manager, whichuse the SIP Options heartbeatmechanism to provide HighAvailability.
• Unified CVP servers, which use theSIP server group and SIP Optionsheartbeat mechanism to performHighAvailability and load balancing.
Cisco Unified SIP Proxy is supported forOutbound Option only - specifically forthe Dialer.
High Availability
Related Topics
Load Capacity, on page 29Outbound Option Capacity, on page 30Voice and Video Infrastructure Requirements, on page 36
Options and Features Not Currently SupportedAt this time, the following Unified CCE solution options and features are not supported in the Packaged CCE(CCE PAC M1) deployment.
This is not an exhaustive list. As a rule, if an option or feature is not mentioned in this document, it is notsupported in this deployment. Non-Contact Center Cisco Unified Communication applications—such asUnity Connection or third-party applications such as CRM and recording—may be deployed on externalservers. The hardware, co-residency, and support requirements must be met for each application residingon that server. Refer to the documentation for each external application for that guidance.
Note
• Legacy ACD Peripheral Gateway integration
• Cisco Agent Desktop
• Cisco Agent Desktop Browser Edition
• Cisco Business Edition 6000
• Cisco Unified Contact Center Management Portal (Unified CCMP)
Cisco Packaged Contact Center Enterprise Design Guide, Release 10.5(x) 9
IntroductionOptions and Features Not Currently Supported
• Unified CVP Call Director
• Cisco Intelligent Contact Management (ICM) to ICM Gateway
• CTI OS Security
• Dialed Number Plan (DNP)
• ICM Application Gateway
• ICM DB Lookup
• Parent Child
• Remote Silent Monitoring (RSM)
• RTMT Analysis Manager Analyze Call Path
• Time-Division Multiplexing (TDM) (third-party legacy Automatic Call Distribution integration)
• Third-party certificates for Windows-based Packaged CCE components
• Translation Route
• Cisco Unified IP IVR; third-party Voice Response Unit (VRU) applications
Cisco Packaged Contact Center Enterprise Design Guide, Release 10.5(x)10
IntroductionOptions and Features Not Currently Supported
C H A P T E R 2System Requirements and Server Configuration
• Hardware Requirements, page 11
• Open Virtualization Files, page 14
• VMware Hosting, page 14
• Software, page 15
• Side A Server Component Configurations, page 19
• Side B Server Component Configurations, page 20
• Software Licenses, page 21
• Local and Wide Area Network Communications, page 22
• Fault Tolerance, page 23
• Data Backup, page 23
• NTP and Time Synchronization, page 23
Hardware RequirementsThe Packaged CCE deployment at the customer site must run in a duplexed environment with a pair of UnifiedComputing System (UCS) servers. These servers are referred to as Side A Host and Side B Host.
For fresh installs or technology refreshes, Packaged CCE supports the Unified Computing System (UCS)C240 M3S TRC#1, C240 M4SX TRC#1, B200 M3 TRC#1, and B200 M4 TRC#1:
• C240 M3S: http://docwiki.cisco.com/wiki/UC_Virtualization_Supported_Hardware#C240_M3S_.28SFF.29_TRC.231
• C240 M4SX: http://docwiki.cisco.com/wiki/UC_Virtualization_Supported_Hardware#C240_M4SX_TRC.231
• B200M3TRC#1: http://docwiki.cisco.com/wiki/UC_Virtualization_Supported_Hardware#B200_M3_TRC.231
• B200 M4 TRC#1:http://docwiki.cisco.com/wiki/UC_Virtualization_Supported_Hardware#B200_M4_TRC.231
Cisco Packaged Contact Center Enterprise Design Guide, Release 10.5(x) 11
Packaged CCERelease 10.5(3) is required to support UCSC240M4SXTRC#1 or UCSB200M4TRC#1.Note
For common ground upgrades, Packaged CCE continues to support both the Unified Computing System(UCS) C240 M3S TRC#1 and C260 M2 TRC#1 servers:
• C240 M3S: http://docwiki.cisco.com/wiki/UC_Virtualization_Supported_Hardware#C240_M3S_.28SFF.29_TRC.231
• C260M2: http://docwiki.cisco.com/wiki/UC_Virtualization_Supported_Hardware#C260_M2_TRC.231
When ordering Packaged CCE with the UCS B200 M3 TRC#1 or UCS B200 M4 TRC#1, customers musteither already have a supported UCS B-Series platform infrastructure and SAN in their data center or mustpurchase these separately. UCS B-Series blades are not standalone servers and have no internal storage.
The two Packaged CCE servers must use the same server model.Important
UCS B Series Platform and Hardware RequirementsNotes and Additional RequirementsModels SupportedUCS B Series Platform
Component
If using existing blades, the specificationmust match one of the following:
• B200 M3 TRC#1: http://docwiki.cisco.com/wiki/UC_Virtualization_Supported_Hardware#B200_M3_TRC.231
• B200 M4 TRC#1: http://docwiki.cisco.com/wiki/UC_Virtualization_Supported_Hardware#B200_M4_TRC.231
Packaged CCE Release 10.5(2)and ES update # ICM10.5(2)_ES8 are required to support UCSB200 M4.
Note
Cisco UCS B200 M3
Cisco UCS B200 M4
UCS Blade Server
Cisco UCS 5108UCS Blade Server Chassis
Minimum two matching UCS fabricinterconnects per Data Center site
UCS Manager version 2.2(1) minimum
Ethernet End Host mode is required
• Cisco UCS 6120XP
• Cisco UCS 6140XP
• Cisco UCS 6248UP
• Cisco UCS 6298UP
UCS Fabric Interconnects
Cisco Packaged Contact Center Enterprise Design Guide, Release 10.5(x)12
System Requirements and Server ConfigurationUCS B Series Platform and Hardware Requirements
Notes and Additional RequirementsModels SupportedUCS B Series PlatformComponent
Two matching UCS fabric extenders perCisco UCS 5108 Blade Server Chassis
Minimum two 10G connections per FabricExtender to Fabric Interconnect
• Cisco UCS 2104XP
• Cisco UCS 2204XP
• Cisco UCS 2208XP
UCS Fabric Extenders
Refer to the Cisco Packaged Contact Center Enterprise Installation and Upgrade Guide for additionalinformation on UCS B Series.
UCS B Series Platform Storage Area Network Hardware and TransportRequirements
Packaged CCE deployments on a UCS B Series platform require a supported Storage Area Network (SAN).Packaged CCE blade servers do not come with internal storage and must use Boot from SAN.
Packaged CCE supports the following SAN transports in FibreChannel (FC) End Host or Switch Mode:
• FibreChannel (FC): FC 2/4/8G
• FibreChannel over Ethernet (FCoE): 10G Ethernet
Packaged CCE requirements for SAN:
• Compatibility with the VMware HCL and UCSMManager Server Interoprability list for UCSM versiondeployed
◦http://www.vmware.com/resources/compatibility/search.php
◦http://www.cisco.com/c/en/us/support/servers-unified-computing/unified-computing-system/products-technical-reference-list.html
• Low latency, where VMware realtime performance statistic disk.totalLatency.average does not exceed60 (milliseconds) for any Packaged CCE datastore (SAN LUN).
• Conforms with Application IOPS and bandwidth requirements met by provisioned LUNs and SANtransport. Refer to the Cisco Packaged Contact Center Enterprise Installation and Upgrade Guide fordetails on application IOPS and bandwidth requirements.
The following SAN/NAS storage technologies are not supported:
• NFS
• iSCSI
• Infiniband SAN
• Deduplication
SAN LUNs with SATA/SAS 7200 RPM and slower disk drives are only supported where used in TieredStorage Pools containing SSD (Solid State) and 10000 and/or 15000 RPM SAS/FC HDDs.
Cisco Packaged Contact Center Enterprise Design Guide, Release 10.5(x) 13
System Requirements and Server ConfigurationUCS B Series Platform Storage Area Network Hardware and Transport Requirements
While customers may use thin provisioned LUNs, Packaged CCE VMs must be deployed Thick-provisioned,thus SAN LUNs must have sufficient storage space to accommodate all applications VMs on deployment.
UCS B Series LAN RequirementsNotesRequirementsTopology
Single-link, PortChannel, vPC and VSSuplinks are supported.
Visible and Private networks are allowed tobe converged northbound of FabricInterconnects (pinning is not required).
10G Ethernet Uplinks required
Each Fabric Interconnect must connect toboth of two common-L2 10GE switches(cross-connect)
Common-L2
Open Virtualization FilesOpen Virtualization Format files, packaged as OVAs, define the basic structure of the VMs that are created.This includes the CPU, RAM, disk space, reservation for CPU, and reservation for memory.
OVA files for Packaged CCE are contained in the CCE-PAC-M1-OVA zip file at Cisco.com.
VMware HostingFresh installs or technology refreshes can deploy on any of these servers:
• C240 M3S TRC#1 with ESXi 5.5 or ESXi 5.1 on VM Version 8
Cisco Packaged Contact Center Enterprise Design Guide, Release 10.5(x)14
System Requirements and Server ConfigurationUCS B Series LAN Requirements
• C240 M4SX TRC#1 with ESXi 5.5 or ESXi 5.1 on VM Version 8
• B200 M3 TRC#1 with ESXi 5.5 or ESXi 5.1 on VM Version 8
• B200 M4 TRC#1 with ESXi 5.5 or ESXi 5.1 on VM Version 8
Packaged CCERelease 10.5(3) is required to support UCSC240M4SXTRC#1 or UCSB200M4TRC#1.Note
Common ground upgrades can deploy on either of these servers:
• C260 M2 TRC#1 with ESXi 5.5 or ESXi 5.1 on VM Version 8
• C240 M3S TRC#1 with ESXi 5.5 or ESXi 5.1 on VM Version 8
Software
Cisco Systems Contact Center Components
Packaged CCE 10.5(1) shares the samemedia kit as Unified CCE 10.5(1) which includes some componentsnot supported in a Packaged CCE deployment. In addition, the 10.5(1) media kit contains componentsthat are release 10.0(1) which is not used for Packaged CCE 10.5 deployment. Use only release 10.5(1)software when deploying Packaged CCE 10.5(1).
Attention
Operating SystemMajor Release VersionComponent
Microsoft Windows10.5(1) and later maintenancereleases
Cisco Unified Contact CenterEnterprise
Microsoft Windows10.5(1) and later maintenancereleases
Cisco Unified Customer VoicePortal
Linux-based Cisco UnifiedCommunications Operating System
10.5(1) and later maintenancereleases
10.0(1) and later maintenancereleases
If you use UnifiedCommunicationsManager 10.5(2) withPackaged CCE 10.5(1),you must have ICM10.5(1) ES9.
Note
Cisco Unified CommunicationsManager
Linux-based Cisco UnifiedCommunications Operating System
10.5(1) and later maintenancereleases
CiscoUnified Intelligence Center
Cisco Packaged Contact Center Enterprise Design Guide, Release 10.5(x) 15
System Requirements and Server ConfigurationSoftware
Operating SystemMajor Release VersionComponent
Linux-based Cisco UnifiedCommunications Operating System
10.5(1) and later maintenancereleases
Cisco Finesse
Optional:Cisco Unified E-Mail Interaction Manager/Web Interaction Manager - 9.0(1) and later maintenance releases
Cisco SocialMiner - 10.5(1) and later maintenance releases
Cisco MediaSense - 10.5(1) and later maintenance releases
Peripheral GatewaysTwo Peripheral Gateways (PGs) are required in the CCE PAC M1 deployment.
• One generic PG with these five Peripheral Interface Managers (PIMs):
◦One Unified Communications Manager PIM
◦Four Voice Response Unit (VRU) PIMs. Two of these connect to the two Unified CVP VMs onSide A. Two connect to the two Unified CVP VMs on Side B.
• One Media Routing (MR) PG that can accommodate from zero to four PIMs:
You must configure an MR PG. Add MR PIMs only if you use applications that requirethem.
Note
◦One Outbound PIM
◦A Multichannel PIM for SocialMiner
◦A Multichannel PIM for E-Mail Interaction Manager / Web Interaction Manager
◦A Multichannel PIM for a third-party multichannel application through Solutions Plus program
No additional PGs or PIMs may be configured or installed.
Packaged CCE does not support off-box PGs.Note
Video Contact Center ComponentsThe following additional components are required for Video Contact Center and Video Contact Center withJabber Guest.
For the supported software versions of the products used with Remote Expert Mobile, see the Cisco ContactCenter Solutions and Unified Communications Manager Solution Configuration Guide for Remote Expert
Cisco Packaged Contact Center Enterprise Design Guide, Release 10.5(x)16
System Requirements and Server ConfigurationPeripheral Gateways
Mobile at http://www.cisco.com/c/en/us/support/customer-collaboration/remote-expert-mobile/tsd-products-support-series-home.html.
NotesVersionSoftware/Component
10.5(1)Cisco MediaSense
5310 or 5320Cisco Telepresence MCU
Required only for Video ContactCenter with Jabber Guest.
10.0Cisco Jabber Guest Server
Required only for Video ContactCenter with Jabber Guest.
8.2Cisco Expressway Edge and Core
Third-Party SoftwareThis section lists third-party software required to deliver virtualized Contact Center modules.
Third-party software requirements are for both golden templates and direct installs.Note
NotesVersionSoftware
Used for:
• Unified CCE Call Server
• Unified CCE Data Server
• Unified CVP Server
• Unified CVP OAMP Server
• Unified CVP Reporting Server
Windows Server 2008 RemoteDesktop is not supported forsoftware installation or upgrade.
Note
Service Pack 1Microsoft Windows Server2008 R2 Standard Edition
Windows Server Active Directory supportis inclusive of R2 versions.
Packaged CCE does not require anyspecific Active Directory functional level.
Windows Server 2003, 2008, and2012
Microsoft Windows ActiveDirectory
Used for Unified CCE Data Server.Service Pack 2Microsoft SQL Server 2008R2 x64 Standard Edition
Cisco Packaged Contact Center Enterprise Design Guide, Release 10.5(x) 17
System Requirements and Server ConfigurationThird-Party Software
NotesVersionSoftware
Required for all applications that run onthe Windows platform.
One of:
• Symantec EndpointProtection 12.1
• Trend Micro Server Protectversion 5.8
• McAfee VirusScanEnterprise 8.8i
Antivirus
Java 7 and later releases are not supported.Java 6 Update 30 or latest update.Java
Supported BrowsersThese browsers are supported for Release 10.5:
• Microsoft Internet Explorer 9 and 11
• Mozilla Firefox 24 and later
Automation ToolsDownload and then install the following tools on the client from which the automation will be run.
DownloadVersionSoftware
Go to http://cisco.com/en/US/products/ps12586/tsd_products_support_series_home.html.
Click Download Software.
Then select Packaged Contact Center Enterprise Deployment Scripts.
10.5(1)GoldenTemplateTool zip file
http://downloads.vmware.com/d/details/pcli50/dHRAYnQlKmpiZHAlJQ==5.0 or 5.1, 32-bitPowerCLI
https://my.vmware.com/group/vmware/details?downloadGroup=OVFTOOL350&productId=353
32-bitOVF tool
http://winimage.com/download.htm.
WinImage is shareware. If you choose to not purchase a licensedcopy, you will see pop-ups when you run this tool. Clicking Noat the pop-ups allows you to proceed.
Note
8.5, 32-bitWinImage
--Release 2003 or laterMicrosoft Excel
Cisco Packaged Contact Center Enterprise Design Guide, Release 10.5(x)18
System Requirements and Server ConfigurationSupported Browsers
Base Configuration and Utility Tools
DownloadNotesSoftware
Go to the Download Software page at http://software.cisco.com/download/type.html?mdfid=284360381&i=rm.
Click the link for Configuration Scripts.
Then select the zip file for the BaseConfiguration script.
This software automatically configures certainelements needed for every PCCE deployment
CCEPACM1BaseConfig_10.5.1.zip
Go to the Download Software page at http://software.cisco.com/download/type.html?mdfid=284360381&i=rm.
Click the link for Configuration Scripts.
Then select the utility to modify thedomain name.
This tool is required after installing the baseconfiguration to modify the domain name storedin the database.
Domain_Update_Tool.zip
Side A Server Component ConfigurationsRAM Reservation (in MB)Virtual Network
Adapter TypeCPUReservation (inMHz)
HDD (in GB)RAM(in GB)
vCPU*Components
8192VMXNet350008084Unified CCE CallServer
8192VMXNet3510080 + 75084Unified CCE DataServer
4096VMXNet3180015044Unified CVP Server1A
4096VMXNet3180015044Unified CVP Server2A
8192E1000800014684Finesse
no reservation madeVMXNet3no reservationmade
8041Unified CVPOAMPServer
10GB (10240MB)Flexible900146104Unified IntelligenceCenter Publisher
Cisco Packaged Contact Center Enterprise Design Guide, Release 10.5(x) 19
System Requirements and Server ConfigurationBase Configuration and Utility Tools
RAM Reservation (in MB)Virtual NetworkAdapter Type
CPUReservation (inMHz)
HDD (in GB)RAM(in GB)
vCPU*Components
6144VMXNet3360011062UnifiedCommunicationsManager Publisher
6144VMXNet3360011062UnifiedCommunicationsManager Subscriber1
* vCPUs are oversubscribed by design.
Side B Server Component ConfigurationsRAM Reservation (in MB)Virtual Network
Adapter TypeCPU Reservation(in MHz)
HDD (in GB)RAM (inGB)
vCPU*Components
8192VMXNet350008084Unified CCE CallServer
8192VMXNet3510080 + 75084Unified CCE DataServer
4096VMXNet3180015044UnifiedCVPServer1B
4096VMXNet3180015044UnifiedCVPServer2B
no reservations madeVMXNet3no reservationsmade
72 + 43844Unified CVPReporting Server(optional)
8192E1000800014684Finesse
10GB (10240MB)Flexible900146104Unified IntelligenceCenter Subscriber
6144VMXNet3360011062UnifiedCommunicationsManager Subscriber2
* vCPUs are oversubscribed by design.
Cisco Packaged Contact Center Enterprise Design Guide, Release 10.5(x)20
System Requirements and Server ConfigurationSide B Server Component Configurations
Software LicensesDetailsRequired?Included
withPackagedCCE licenseSKU?
QuantitySoftware Licenseor PAK
1 PAK for each of the four required Unified CVP Servers.YesYes4 PAKsUnified CVP
1 PAK to be applied to the Unified Intelligence Center Publisheron Side A.
YesYes1 PAKUnifiedIntelligence Center
1 PAK for each Unified Call Studio workstation.YesYes2 PAKsUnified Call Studio
Maximum of 2 additional Unified CVP PAKs; 1 PAK for eachoptional Unified CVP Reporting Server.
NoNo1 or 2PAKs
Unified CVPReporting Server
1 Virtual OS license for each of the required Unified CCE Call andData Servers = 4 licenses.
1 Virtual OS license for each of the 4 required Unified CVP Servers= 4 licenses.
1 Virtual OS license for the Unified CVPOAMPServer = 1 license.
1 additional Windows Server Virtual OS license for an optionalUnified CVP Reporting Server = 1 license
For more information on Microsoft Windows ServerLicensing options, please contact Microsoft or yourauthorized Microsoft reseller.
Note
YesNo9 -10licenses
MicrosoftWindows Server2008 R2
1 license for each Data Server = 2 licenses.YesNo2Microsoft SQLServer 2008
For more information, see the Virtualization for Cisco PackagedCCEDocWiki at http://docwiki.cisco.com/wiki/Virtualization_for_Cisco_Packaged_CCE.
VMware vSphere Enterprise Plus is required for vNetworkDistributed Switch or Cisco Nexus 1000V support.
YesNo1 licenseper CPU
VMware vSphereStandard orEnterprise ESXi
Needed by partners who use the Packaged CCE Golden Templatecloning process.
Required for customer deployments using VMware vNetworkDistributed Switch or the Cisco Nexus 1000V.
VMware vCenter versionmust be equal or greater than the vSphereESXi host versions managed.
NoNo1 licenseVMware vCenter
Cisco Packaged Contact Center Enterprise Design Guide, Release 10.5(x) 21
System Requirements and Server ConfigurationSoftware Licenses
Local and Wide Area Network CommunicationsDue to the use of VMware virtual switch (vSwitch) and the nature of the fault and recovery mechanism, CiscoSystems requires VMware NIC Teaming to connect to redundant physical switches for the Packaged CCEpublic and private networks. See the Cisco Packaged Contact Center Enterprise Installation and UpgradeGuide for more on this design.
Network uplink designs other than those detailed in the Cisco Packaged Contact Center Enterprise Installationand Upgrade Guidemay expose the applications to unexpected fault scenarios that impact the recovery and/oroperation of the Contact Center.
This fault tolerant design specifies use of two VMware vSwitches, one each for the Packaged CCE publicand private network VLANs. Each vSwitch has one Active and one Standby vmnic. Each Active/Standbypair should be split across physical NIC adapters (for example, Active onboard/Standby on add-in card) andalternate Active paths to two data center switches. These two data center switches must be configured forboth public and private network communications. The intention of the uplinks is to ensure that no singlefailure (physical NIC card, cable, physical switch) causes the loss of both the public and private networkcommunications at the same time, or the loss of both the Active and Standby for the same vSwitch at the sametime.
VMware and server management vSwitch should also be configured separately for enterprise managementseparate from either the public or private network communications paths, following VMware best practices.
Note
Campus LAN, Metro Area Network (MAN) and Wide Area Network (WAN) (all considered WAN fromhere) split Packaged CCE deployments require a highly available Visible network communications betweenthose data centers. These data centers must also have dedicated or shared Packaged CCE Private networkcommunications path in a topology such that no single point of failure within that data center and WANinfrastructure results in the loss of both the Packaged CCE visible and private network communications formore than 500ms.
Latency RequirementsMaximum Round Trip Time SupportedNetwork
400 msVisible
100 msPrivate
Quality of Service and Bandwidth Provisioning
Your Wide Area Network must support QoS. For details, refer to the "Bandwidth Provisioning and QoSconsiderations" section in theCisco Unified Contact Center Enterprise Design Guide, at http://www.cisco.com/en/US/partner/products/sw/custcosw/ps1844/products_implementation_design_guides_list.html.
For video calls, QoS must be enabled for video RTP communication and the data channel. Your network musthave sufficient bandwidth to accommodate the following:
• Video communication between endpoints.
• Communication to VXML/Cisco UBE gateway and Cisco MediaSense server for video playback.
• Video recording by Cisco MediaSense.
Cisco Packaged Contact Center Enterprise Design Guide, Release 10.5(x)22
System Requirements and Server ConfigurationLocal and Wide Area Network Communications
For more information about video call bandwidth considerations, refer to the "Cisco Collaboration SolutionsDesign and Deployment Sizing Considerations" chapter of theCisco Collaboration System Solution ReferenceNetwork Designs, at http://www.cisco.com/c/en/us/support/unified-communications/unified-communications-manager-callmanager/tsd-products-support-series-home.html
For bandwidth provisioning information for Cisco MediaSense video playback, refer to the "Scalability andSizing" chapter of the Cisco MediaSense Design Guide, at http://www.cisco.com/c/en/us/support/customer-collaboration/mediasense/tsd-products-support-series-home.html.
Fault TolerancePackaged Contact Center Enterprise uses two servers to run the core applications components in duplex(synchronized) operation. This gives the contact center site survivability and recovery in most failure scenarios.Packaged CCE does not support simplex (single-server) deployments, outside of lab mode.
Router and PG co-location on a single physical server (one per side) requires a high level of network faulttolerance to avoid a double failure. A double failure is the loss of both the Visible and Private networkconnectivity to the host server, causing a potentially serious degradation in call routing. Recovery from doublefailure requires manual intervention.
For details on WAN fault handling of Packaged CCE split between two data centers, please refer to the"Unified CCE Failures During Network Failures" in the Cisco Unified Contact Center Enterprise DesignGuide, at http://www.cisco.com/c/en/us/support/customer-collaboration/unified-contact-center-enterprise/tsd-products-support-series-home.html. Failures between data centers in clustering over WAN apply toPackaged CCE.
Data BackupData backup tools must be run during a scheduled maintenance window. If you use local SQL backups, makesure that the local machine has sufficient capacity. If not, back up to remote storage on the network.
NTP and Time SynchronizationPackaged CCE requires that all parts of the solution have the same time. While time drift occurs naturally, itis critical to configure NTP to keep solution components synchronized. To prevent time drifts on Live Datareports, the NTP settings on the Data Server VMs, the Call Server VMs, and on the Cisco Unified IntelligenceCenter Publisher and Subscriber VMs must be synchronized.
Refer to the Cisco Packaged Contact Center Enterprise Installation and Upgrade Guide for details: http://www.cisco.com/en/US/products/ps12586/prod_installation_guides_list.html.
Cisco Packaged Contact Center Enterprise Design Guide, Release 10.5(x) 23
System Requirements and Server ConfigurationFault Tolerance
Cisco Packaged Contact Center Enterprise Design Guide, Release 10.5(x)24
System Requirements and Server ConfigurationNTP and Time Synchronization
C H A P T E R 3Configuration Limits
• Packaged CCE Component Capacity, page 25
• Load Capacity, page 29
• Outbound Option Capacity, page 30
• Video Contact Center Capacity, page 30
Packaged CCE Component CapacityFor components used by both Unified CCE and by Packaged CCE, this table shows the Packaged CCE capacity.The Active column is relevant only for components that are constrained by routing limits.
Maximum configured / NotesActiveFeature/Component
100Administrators
60001000Agents
Cisco Packaged Contact Center Enterprise Design Guide, Release 10.5(x) 25
Maximum configured / NotesActiveFeature/Component
The number of agents that can be kept busydepends on the following factors:
• The number of Web InteractionManager/E-mail Interaction Managerweb/application server pairs
• The email and chat request rates
See Load Capacity, on page 29.
Any of the 1000active agents
Web Interaction Manager / E-Mail InteractionManager or 3rd party multichannel integration
Note that the CTI ports on UnifiedCommunicationsManager cannot exceed 500.(250 LCP ports and 250 RCP ports.)
A maximum of 250out of the 1000active agents
Mobile Agents
The number of agents that can be kept busydepends on the following factors:
• Total number of agent requests per hour.See Load Capacity, on page 29.
Any of the 1000active agents
Agents available for Agent Callback Requestsvia SocialMiner
The number of agents that can be kept busydepends on the following factors:
• Lines per agent
• Dialing mode
• Hit rate
• Talk time
See Load Capacity, on page 29.
Any of the 1000active agents
Outbound Agents
600 (included in maximum 6000 agents)100 (included inmaximum 1000concurrent agents)
Supervisors
100 (maximum number of agents for whomagent trace can be enabled)
Agent Trace
50Agents per Team
10Supervisors per Team
10,000Attributes per System
50Attributes per Agent
1000Bucket Intervals
Cisco Packaged Contact Center Enterprise Design Guide, Release 10.5(x)26
Configuration LimitsPackaged CCE Component Capacity
Maximum configured / NotesActiveFeature/Component
200Bulk Jobs
2000Call Types
2000Call Type skill groups per interval
50Departments
10Departments per Administrator
1000Desk Settings
1000Dialed Numbers: External Voice
1000Dialed Numbers: Internal Voice
500Dialed Numbers: Multichannel for SocialMiner
500DialedNumbers:Multichannel for E-Mail andWeb InteractionManager
500Dialed Numbers: Multichannel for Third Party
500Dialed Numbers: Outbound Voice
You can create any number of Expanded CallVariables within the 2000-Byte systemcapacity.
There can be no persistent array variables.
20Expanded Call Variables (persistent)
15Media Classes
20Media Routing Domains
2,500 monitored CTI-controlled devicesassociated with the pguser in UnifiedCommunications Manager. Examples ofmonitored CTI-controlled devices includephones, CTI route points, device profiles, andLCP ports.
Monitored devices associated with pguser
1000Network VRU Scripts
2000Precision Queues: PQs per System
5000Precision Queues: Steps per System
10Precision Queues: Steps per Precision Queue
Cisco Packaged Contact Center Enterprise Design Guide, Release 10.5(x) 27
Configuration LimitsPackaged CCE Component Capacity
Maximum configured / NotesActiveFeature/Component
10Precision Queues: Unique Attributes per Precision Queue
15Queues per Agent (Skill Groups and Precision Queuescombined)
50Queues: Unique Queues for all Agents in a Supervisor's Teams(Skill Groups and Precision Queues combined)
100Reason Codes
100 (when using theCCE Data Server asthe data source)
200 (when using anexternalAW-HDS-DDS asthe the data source)
Reporting: Cisco Unified Intelligence Center Reporting Users
All logged-in Finesse users can use Live Datareports
1000Reporting: Finesse Reporting Users
Maximumconcurrent UnifiedIntelligence Centerreporting users plusmaximumconcurrent Finessereporting users
Reporting: Live Data Reporting Users
1000500Routing Scripts
100Routing Scripts: Number of Script Versions
3000Skill Groups
10 seconds (Default)Skill Group statistics refresh rate
30Roles
600Teams
1Teams per Agent
20Teams per Supervisor
Related Topics
Unified Intelligence Center Reporting, on page 33
Cisco Packaged Contact Center Enterprise Design Guide, Release 10.5(x)28
Configuration LimitsPackaged CCE Component Capacity
Load CapacityMaximum configured / NotesFeature/Component
75 simultaneous active conferences or 2250 Busy Hour CallAttempts.
This limit applies to Unified CM Subscribers connected to theUnified CCE Call Servers, including agent and back officedevices.
When this state of the call ends, the call is counted as a normalcall.
Conferences
30 calls per hour per agent or 30,000 Busy Hour Call Attemptsenforced by Congestion Control
Maximum call load for Agents
6000 e-mail requests per hour
5000 chat requests per hour
Maximum load for email and chat requests
1000 agent requests per hourMaximum load for Agent Callback Requests via SocialMiner
225 active calls on hold or 6750 Busy Hour Call Attempts
When this state of the call ends, the call is counted as a normalcall.
Music on Hold (Hold/Resume)
150 simultaneous active transfers or 4500 Busy Hour CallAttempts
This limit applies to Unified CM Subscribers connected to theUnified CCE Call Servers, including agent and back officedevices.
When this state of the call ends, the call is counted as a normalcall.
Transfers
The maximum number of Unified CVP ports supported by theCCE PAC M1 deployment is 1800, based on gateway profile.
The sum of calls at agent and calls queued (VRU ports) cannotexceed 1800.
Each Unified CVP is configured to share the load and handle upto 450 ports.
During a failover scenario, the operational Unified CVPs doubletheir load-sharing to handle up to 900 ports.
Unified CVP
Cisco Packaged Contact Center Enterprise Design Guide, Release 10.5(x) 29
Configuration LimitsLoad Capacity
Outbound Option CapacityMaximum configured / NotesFeature/Component
1 on each side, with only one 1 active
Dialer type: only SIP Dialer supported
Dialer per system
In a Packaged CCE deployment, you can be connected to onlyone gateway OR you can use SIP Proxy to connect to multiplegateways. In either case, the maximum number of configureddialer ports is 500.
Gateways and SIP Outbound Dialer Ports
Each dialer can connect to one gateway. Gateway redundancy isas follows:
• If the Voice Gateway on Side A is down, Dialer B will takeover and use Voice Gateway B.
• If the Voice Gateway on Side B is down, Dialer A will takeover and use Voice Gateway A.
Gateway Redundancy
100Number of Agent and VRU Campaigns
10Port Throttle
CUSP is supported with Outbound Option Dialer for managingmultiple egress gateways.
Proxy/Cisco Unified SIP Proxy (CUSP)
Video Contact Center CapacityVideo calls consume more system capacity than audio calls.
Refer to the following documents for MediaSense capacity information:
• Cisco MediaSense Sizing Spreadsheet for MediaSense sizing information.
• The "Scalability and Sizing" chapter of the Cisco MediaSense Design Guide, at http://www.cisco.com/c/en/us/support/customer-collaboration/mediasense/tsd-products-support-series-home.html for CiscoMediaSense and Cisco Unified Border Element scalability, sizing, and capacity information.
• The Virtualization for Cisco MediaSense wiki, at docwiki.cisco.com/wiki/Virtualization_for_Cisco_MediaSense for Cisco MediaSense concurrent capacity information specific to your MediaSenseconfiguration.
If you are using Video Contact Center with Jabber Guest, refer to the "Cisco Jabber Guest" chapter of theCisco Jabber Guest Installation and Administration Guide at http://www.cisco.com/c/en/us/support/unified-communications/jabber-guest/tsd-products-support-series-home.html for Cisco Jabber Guest withCisco Expressway call session capacity.
Cisco Packaged Contact Center Enterprise Design Guide, Release 10.5(x)30
Configuration LimitsOutbound Option Capacity
C H A P T E R 4Features and Functions
• Agent and Supervisor, page 31
• Reporting, page 33
• Remote Office Options, page 35
• Third-party Integration, page 36
• Voice and Video Infrastructure Requirements, page 36
• Virtualization for Packaged CCE, page 44
Agent and Supervisor
Call FlowsPackaged CCE supports calls that originate at Cisco Unified Customer Voice Portal.
Packaged CCE supports SIP REFER transfer to send calls back to the public switched telephone network(PSTN) or to other SIP destinations—but not to transfer calls within Packaged CCE and to other agents. Aftera SIP REFER, Packaged CCE determines that the call has ended and retains no further control over the call.
Translation routes are not supported in Packaged CCE.Note
Related Topics
Load Capacity, on page 29
CRM IntegrationCustomer Relationship Management (CRM) integration with Packaged CCE is allowed with a Finesse APIor the CTI OS Toolkit.
You can integrate with CRM using the following methods:
Cisco Packaged Contact Center Enterprise Design Guide, Release 10.5(x) 31
• CRM iFrame in the Finesse container. This method is simple and easy but does not provide deep CRMintegration.
• Third-party gadget in the Finesse container. This method achieves full CRM integration but requirescustom development using third-party and Finesse APIs.
• Finesse gadgets in a CRM browser-based desktop. This method provides lightweight integration intothe CRM application.
• Finesse Web API or CTI OS APIs or the CTI Server protocol to integrate into a CRM application. Thismethod provides deep CRM integration but requires custom development.
• CRM connectors that are sold through the Cisco Solution Plus program.
Desktop and Desktop CustomizationSupported are:
• Finesse, which can be customized by Finesse APIs
• CTI OS desktop, which can be customized by:
◦.NET
◦Java CIL
◦Win32
RecordingCisco Packaged CCE supports MediaSense for audio recording. However video recording and playback isnot supported.
Packaged CCE supports both of the following:
• Unified Communications Manager-based (Built In Bridge)—preferred. This requires a third-partyRecording Server.
• SPAN (Silent Monitoring Server) for Mobile Agent.
For any third-party vendor application ERSPAN support on UCS B Series, please consult vendor'sapplication requirements.
Note
Silent MonitoringPackaged CCE supports either, but not both, of the following:
• Unified Communications Manager-based (Built In Bridge)
• SPAN for Mobile Agent
Cisco Packaged Contact Center Enterprise Design Guide, Release 10.5(x)32
Features and FunctionsDesktop and Desktop Customization
If Unified Communications Manager-based silent monitoring is configured, mobile agents cannot bemonitored.
A separate Silent Monitoring Server is required for SPAN-based silent monitoring to monitor mobileagents.
Cisco UCS B-Series deployments that require Cisco CTI OS Silent Monitor Server must use a UCSC-Series server for that application. UCS B-Series requires ERSPAN, which is not supported by the CTIOS Silent Monitor Server.
Note
Reporting
Unified Intelligence Center Reporting
Reporting Data sources
The default deployment pulls Unified Intelligence Center data from the Logger database on the CCE DataServer, where real-time, historical and call detail data are stored. Retention is 400 days for historical data and40 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-partyapplication to access reporting data, such as a Workforce Management application, install the AdministrationServer, Real-Time and Historical Data Server, Detail Data Server (AW-HDS-DDS) on a maximum of twoseparate servers.
Your Unified Intelligence Center deployment can have only one historical data source, named “UCCEHistorical”. Your deployment can only have one real-time data source, named “UCCE Realtime”.
To adhere to Packaged CCE specifications, the logger database is pre-sized at 665GB / 400 days whenthe logger is configured during installation.
Note
Cisco Packaged Contact Center Enterprise Design Guide, Release 10.5(x) 33
Features and FunctionsReporting
Retention Period onHistorical DataServer
Retention Period on LoggerSupported ApplicationsReporting Data Source
N/A: No HDS isinstalled.
The logger database retentionperiod is 400 days (13months)of historical summary data and40 days (five weeks) ofTermination Call Detail (TCD)and Route Call Detail (RCD)records.
Refer to the Cisco PackagedContact Center EnterpriseInstallation and UpgradeGuide for information on usingUnified CCE Web Setup tomodify theDatabase RetentionConfiguration table.
CiscoUnified IntelligenceCenter is the onlysupported reportingapplication.
Logger on CCE DataServer
The standard UnifiedCCE retention periodfor the HDS is 1095days.
The logger database retentionperiod is 30 days (1 month) ofhistorical summary data and14 days (two weeks) of calldetail data.
There is no need for extendedretention on the logger whenyou are using an externalHDS.
• Cisco UnifiedIntelligence Center
• Externalapplications. Theseinclude:
◦Third-partyreportingapplications
◦Third-partyWorkforceManagementapplications
External AW-HDS-DDS
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.
Unified CVP ReportingYou can set up a virtual machine (VM) for the CVP Reporting Server on Side B. You can also add one externalCVP Reporting Server on the same network as Side A.
Cisco Packaged Contact Center Enterprise Design Guide, Release 10.5(x)34
Features and FunctionsUnified CVP Reporting
The number and location of Unified CVP Reporting Servers you deploy are based on how you intend to usethe Courtesy Callback feature and VXML Reporting.
Requires External CVP ReportingServer on Side A
Requires CVP Reporting Serveron Side B
WANLAN
noyesyesyesCourtesy Callbackfeature only
noyes—yesVXML reportingonly (LAN)
yesyesyes—VXML reportingonly (WAN)
noyes—yesCallback featureand VXMLreporting (LAN)
yesyesyes—Callback featureand VXMLreporting (WAN)
Remote Office OptionsThis figure illustrates remote office options that are supported in Packaged CCE.
Figure 1: Remote Office Options
Cisco Packaged Contact Center Enterprise Design Guide, Release 10.5(x) 35
Features and FunctionsRemote Office Options
Third-party Integration
Database IntegrationUnified CVP VXML Server is supported. In Packaged CCE deployments, the Unified CVP Server combinesthe Unified CVP Call Server and VXML Server functionality.
Voice and Video Infrastructure Requirements
Audio Codec SupportPackaged CCE negotiates the audio codec when a call first connects between two points. For example, thecodec is negotiated when:
• A call arrives in the system and media is established between the ingress gateway and a VXML browser.
• A call in the queue connects to an agent and media is established between the ingress gateway and theagent phone.
• An agent conferences a call and media is established between all the parties and a conference resource.
Codec selection can change on each leg of the call, depending on what codecs each component supports.
For a list of supported audio codecs, see Features Supported with Restrictions, on page 6.
ConferencesSee Load Capacity, on page 29.
Cisco Unified Border ElementPackaged CCE supports SIP Service Provider trunking by means of an ISR G2-based Cisco Unified BorderElement (Unified Border Element) connected to Cisco Unified Customer Voice Portal/Cisco UnifiedCommunications Manager.
Packaged CCE supports Cisco UBE in flow-through mode only, to ensure the optimal performance of DTMFinterworking, transcoding, and other key functions such as telephone and media capabilities.
Cisco UBE performs the role of session border controller (SBC) for SIP normalization and interoperabilityfrom the SIP Service Provider to Unified CVP for delivery of call to the agent: SP CLOUD <--> UnifiedBorder Element <--> CVP.
If you have configured the Video in Queue feature in a Video Contact Center deployment, Cisco UBE connectsvideo calls to Cisco MediaSense to queue the calls or play video prompts.
Note the following:
Cisco Packaged Contact Center Enterprise Design Guide, Release 10.5(x)36
Features and FunctionsThird-party Integration
• A software license is required to run Unified Border Element. See the ordering guide at http://www.cisco.com/en/US/prod/collateral/voicesw/ps6790/gatecont/ps5640/order_guide_c07_462222.html.
• Because Packaged CCE supports G.711 for VRU but both G.711 and G.729 for agents, it is importantto pay close attention to mid-call codec changes when agents are using G.729.
• Renegotiate the codec mid-call if the SIP carrier provider can support it. If not, Unified Border Elementwill need to transcode calls. This will affect Unified Border Element capacity.
• The default prompts shipped with Cisco Voice Portal are in u-law. They must be replaced with A-lawprompts if the deployment requires A-law codec use.
Related Topics
Gateways, on page 38
Cisco Unified Border Element with Outbound Option SIP DialerIn Release 10.5(1) and earlier, the SIP Dialer only supports Cisco UBE SIP trunk egress with CPA disabled.As of Release 10.5(2), SIP Dialer supports Cisco UBE SIP trunk egress with CPA enabled.
Although the SIP Dialer does not advertise the A-law codec, SIP Dialers with Cisco UBE support A-law withspecific design considerations. This deployment uses DSP resources on Cisco UBE during the initial negotiation(no media) between the SIP Dialer and the SIP service provider. During a REFER from the Dialer to the agent,Cisco UBE renegotiates the codec with the agent's endpoint to use A-law. Cisco UBE then releases the DSPresource (Transcoder).
Unified Communications ManagerYou can install a Unified CM publisher and two subscribers as virtual machines on the Packaged CCE servers.This configuration supports a combination of up to 2000 configured Agent and Back Office devices, with upto 1000 active devices at a time. The devices are subject to the Voice and Video Infrastructure Requirements,on page 36. All devices must be SIP.
Alternatively, you can integrate with one external Unified CM cluster on separate servers. With thisconfiguration, two of the subscribers must be dedicated to Packaged CCE, supporting a combination of up to2000 configured Agent and Back Office devices with up to 1000 active at a time. The devices on the dedicatedsubscribers must follow the Voice and Video Infrastructure Requirements, on page 36. All devices on thesesubscribers must be SIP.
Whether you deploy on-box or off-box, youmust minimally use the CUCM7500-user OVA file that is bundledin the OVA zip file.
Cisco Unified Communications Manager is supported on-box as well as off-box. Cisco Business Editionis supported off-box only.
Note
The Unified CommunicationsManager Cross ClusterMobility feature is not supported in this deployment.Note
Cisco Packaged Contact Center Enterprise Design Guide, Release 10.5(x) 37
Features and FunctionsUnified Communications Manager
If SRTP is enabled, active devices is limited to 900.Note
Related Topics
Features Supported with Restrictions, on page 6
VRU and QueuingUnified CVP is the only supported VRU.
GatewaysPackaged Contact Center Enterprise supports ISR G2 gateways with combined or separate TDM gatewaysand Voice gateways for Ingress, VXML, and SIP Outbound dialer.
Packaged CCE does not support co-residency for the VoiceXML Gateway and Cisco UBE if the Cisco UBEis configured with any of the following settings:
• Survivability TCL script and incoming translation rules are configured under the same incoming dial-peer.
• Cisco UBE is configured for transcoding between G.711 and G.729.
• Header-passing between the call legs is enabled.
When dedicated VoiceXML Gateways are used, the Cisco UBE Gateways have a higher port capacity thanwhen co-resident VoiceXML and Cisco UBE Gateways are used.
For Cisco UBE with PSTN SIP Trunks, TDM T1/E1 line cards are not required, but may optionally be usedfor Outbound Option egress with CPA.
Packaged CCE also supports ISR G3 gateways. ISR G3 gateways do not have a built-in Voice-XML (VXML)browser. Therefore, deploying an ISR G3 ingress gateway requires the use of a separate ISR G2 gateway toprovide the VXML browser.
The following table lists the supported options. Packaged CCE supports IOSM trains only. These IOS releasetrains and their later M trains are supported.
For Video Contact Center, IOS 15.3(3)M3 is required.Important
RequirementsCategory
ISR G2 29xx and 39xx
ISR G3 4321, 4331, 4351, 4431, 4451
ASR 1000
HardwareOptions
Cisco Packaged Contact Center Enterprise Design Guide, Release 10.5(x)38
Features and FunctionsVRU and Queuing
RequirementsCategory
Software Feature SetVersionHardware ModelSoftwareOptions
Universal15.1(4)M7
15.2(4)M4
15.2(4)M6
15.3(3)M3
15.4(3)M2
15.5(3)M
ISR G2 29xx, 39xx
UniversalCisco IOS XE 3.13
Cisco IOS XE 3.15.1S
ISR G3 43xx (4321, 4331,4351)
ISR G3 44xx (4431, 4451)
UniversalCisco IOS XE 3.10
Cisco IOS XE 3.15.1S
ASR 1000
Do not use IOS 15.3(3)M6 for Cisco UBE deployments as you will likely encounter defect CSCuu32159.Note
Gateway SizingIndividual Cisco gateways can handle various call capacities depending on whether they are doing ingressonly, VoiceXML only, or a combination of the two. Gateways doing VoiceXML activities also have differentcall capacities depending on whether or not they are supporting ASR or TTS activities and on the type ofVoiceXML application being executed. For instance, an intensive JavaScript application reduces call capacity.
In general, gateways that perform ingress only can be sized according to the number of TDM cables that canbe connected to them.
Before sizing the voice gateways, use the Unified CCEResource Calculator to determine themaximum numberof trunks (DS0s) and VoiceXML IVR ports needed to support the entire solution.
The following table provides sizing information for different versions of Cisco IOS. The sizing informationis based on these factors:
• The overall CPU usage is not to exceed 75 percent.
• Sizing represents the maximum number of concurrent VoiceXML sessions and VoIP calls on the gateway.
• Sizing is based on Unified CVP VoiceXML documents.
• Sizing includes active conferences and active transfers.
• For the VXML Only columns, sizing includes only basic routing and IP connectivity running on thegateway. If you intend to run additional applications such as fax or other non-contact center traffic,account for that traffic in your deployment's capacity. For the VXML + PTSN columns, the indicatednumber of VoiceXML sessions and voice calls are supported simultaneously on the same gateway.
Cisco Packaged Contact Center Enterprise Design Guide, Release 10.5(x) 39
Features and FunctionsGateways
• Sizing is based on using either the Cisco Call Server or Cisco Unified CVP VXML Server.
• Each gateway is configured to share the load with its redundant pair during normal operations. Undernormal operations, each gateway handles the load close to half of its capacity. During a failover scenario,each gateway operates with its maximum supported load.
• Each port provides TDM and VXML functionality including ASR/TTS.
Table 1: Maximum Number of VoiceXML Sessions Supported by Cisco Voice Gateways (Cisco IOS Release 15.1.4.M7 andLater)
VoiceXML Gateway CPU Capacity for Cisco IOS Release 15.1.4.M7 or Later
MemoryVXML + PSTNVXML OnlyPlatform
RecommendedASRDTMFASRDTMF
2 GB698122901
2 GB314740602911
2 GB487160902921
2 GB6495801202951
2 GB1271901602403925
2 GB1802702283403945
2 GB3755704707003925E
2 GB4506805708503945E
Based on ISO 15.1.4.M7, G.711, basic calls, Ethernet egress, CPU NTE 75%
A single combination gateway cannot exceed the number of concurrent VoiceXML sessions and VoIPcalls.
Note
See the "Gateway Sizing for Contact Center Traffic" topic in Cisco Collaboration System Solution ReferenceNetwork Designs to ensure that the call arrival rates do not exceed the listed capacities (http://www.cisco.com/c/en/us/support/unified-communications/unified-communications-manager-callmanager/products-implementation-design-guides-list.html).
CPU Usage
For all gateways, ensure that the overall CPU usage is less than 75 percent on average. The following factorsaffect CPU usage:
• Calls per second (cps)
Cisco Packaged Contact Center Enterprise Design Guide, Release 10.5(x)40
Features and FunctionsGateways
• Maximum concurrent calls
• Maximum concurrent VoiceXML sessions
• Intensive JavaScript applications
Licence Requirements
If you run VoiceXML on one of the Cisco 2900 and 3900 Series gateways, additional licenses (FL-VXML-1or FL-VXML-12) are required.
Memory Considerations
Consider how much DRAM and flash memory to order. The capacity that comes with the machine by defaultis usually sufficient for most purposes. However, if your application requires large numbers of distinct .wavfiles (as with complex self-service applications) or if your application has unusually large .wav files (as withextended voice messages or music files), consider increasing the amount of DRAM in order to expand yourflash memory.
HTTP cache can only be extended to100 MB in the current Cisco IOS releases.Note
Third-Party VoiceXML Application Consideration
If you are using a non-Cisco VoiceXML application, your deployment must adhere to the CPU usagerequirements. Ensure that adequate memory is available on Cisco gateways at full load when running externalVoiceXML applications.
Contact the provider of that application for performance and availability information. Be aware that third-partyVoiceXML applications are not provided by Cisco, and Cisco makes no claims or warranties regarding theperformance, stability, or feature capabilities of the application when inter-operating in a Cisco environment.
Endpoints for Agents and CallersPackaged CCE supports all the endpoints that are supported by Unified CCE, provided that the endpointsupports the Built-in Bridge (BIB), CTI-controlled features under Session Initiation Protocol (SIP) control.
The multiline phone feature is supported.
Skinny Call Control Protocol (SCCP) endpoints are not supported.
The following tables show the endpoints that are supported for the following:
• Voice only
• Voice and Video
• Video callers in the Remote Expert Mobile Basic deployment of Video Contact Center
Both CTI OS and Finesse are supported, unless otherwise noted. All endpoints listed here support BIB andmust be configured as SIP.
Cisco Packaged Contact Center Enterprise Design Guide, Release 10.5(x) 41
Features and FunctionsEndpoints for Agents and Callers
Endpoints Supported for Voice Only
Packaged CCE supports the endpoints in this table for voice only.
Table 2: Endpoints supported for voice only
Supported Model or Software VersionEndpoint
9951 and 997199xx series
8941, 8945, and 896189xx series
8811, 8841, 8845, 8851, 8851NR, 8861, and 886588xx series
7975797x series
7961, 7962, and 7965796x series
7941, 7942, and 7945794x series
7821, 7841, and 786178xx series
6921, 6941, 6961, and 694569xx series
Version 8.6(x)Cisco IPCommunicator
The Join Across Line and Direct Transfer Across Line (DTAL) phone features are not supported and mustbe disabled on phones that come packaged with the features.
For any phone that allows Single Line Mode, you can use Shared Line on a non-ACD line. You must haveyour PG in Single Line Mode (set the Agent Phone Line Control setting to Single Line).
If your Finesse agents use 89xx or 99xx series phones, you must enable Multi-Line on the UnifiedCommunicationsManager peripheral. This configuration option is a peripheral-wide option. If you enableMulti-Line for even one agent who uses an 89xx or 99xx Series phone, you must enable it for all agents.
You must configure all phones with the following settings:
Note
• Set Maximum number of calls to 2.
• Set Busy trigger to 1.
Endpoints Supported for Voice and Video
Packaged CCE supports the endpoints in this table for voice and for video, as part of Video Contact Center.Additionally, callers within the enterprise's network whose endpoints are registered with the UnifiedCommunications Manager can use these endpoints for video calls.
TC 7.0.1 or higher firmware is required for all video endpoints other than Jabber.
Cisco Packaged Contact Center Enterprise Design Guide, Release 10.5(x)42
Features and FunctionsEndpoints for Agents and Callers
For endpoints supported in Remote Expert Mobile deployments of Video Contact Center, see the CiscoContact Center Solutions and Unified CommunicationsManager Solution Configuration Guide for RemoteExpert Mobile at http://www.cisco.com/c/en/us/support/customer-collaboration/remote-expert-mobile/tsd-products-support-series-home.html.
Note
Table 3: Phones supported for voice and for video (as part of Video Contact Center)
Supported Phone Model or Software VersionPhone Series orSoftware
Jabber for Windows 9.7 and higher
Jabber for Mac 9.6 and higher
Jabber for VXME 9.7 and higher
Jabber
C40, C60, and C90TelepresenceIntegrator Cxx series
DX650, DX70, and DX80DXxx series
EX60 and EX90EXxx series
MX300 G2, MX700, and MX800MXxx series
SX10, SX20, and SX80TelepresenceIntegration SolutionsSXxx series
Endpoints for Callers in the Video Contact Center with Jabber Guest Deployment
Callers outside of the enterprise's network can use the following endpoints, as part of the Video Contact Centerwith Jabber Guest deployment:
• Jabber for iOS
• Jabber Guest apps
• Jabber Guest browser client on a multimedia-capable computer with a camera and microphone for videocalls
Jabber Guest browser client requirements are described in this table.
Table 4: Client Requirements
Mac RequirementsPC Requirements
Apple Mac OS X 10.7 (Lion) orlater
MicrosoftWindowsVista Service Pack2 (SP2) or later
Operating system
Cisco Packaged Contact Center Enterprise Design Guide, Release 10.5(x) 43
Features and FunctionsEndpoints for Agents and Callers
Mac RequirementsPC Requirements
Apple computer with Intel x86processor
Encoding at 720p 30 fps requiresIntel Core2Duo @ 1.2 GHz orbetter. For optimal experience,Core2Duo @ 2 GHz with 2 MBL2 cache per core isrecommended.
GPU capable of OpenGL 1.2 or later
Minimum CPU supporting SSE2(Pentium IV or newer)
Encoding at 720p 30 fps requires IntelCore2Duo @ 1.2 GHz or better
Encoding at VGA 30 fps can be doneon as low-end CPUs as the Intel Atom@ 1.6 GHz
Hardware
Apple Safari 5 or later
Mozilla Firefox 10 or later2
Google Chrome 18 or later
Mozilla Firefox 10 or later
Google Chrome 18 or later
Microsoft Internet Explorer 8 or later(32-bit, or 64-bit running 32-bit tabsonly. 64-bit browsers running 64-bittabs are not supported.)
On Windows 8 or later, onlythe desktop version issupported. The Metro versionwon't work.
Note
1
Browsers
1 To configure Internet Explorer on Windows 8 or later to open the desktop version by default, do the following:
1 Open Microsoft Internet Explorer.2 On the Tools menu, click Internet options.3 Click the Programs tab.4 Under Opening Internet Explorer, choose Always in Internet Explorer on the desktop.
2 Currently, a known issue with Firefox onMac OS X prevents full-screen video. This option is not offered for this combination of browser and operating system.
TransfersSee Load Capacity, on page 29.
Virtualization for Packaged CCEVMware Feature Support
The list below designates which VMware features can be supported by Packaged CCE while in productionunder load due to the known or unpredictable behavior they may have on the applications. Many of theVMware features that cannot be supported in production can be used within a customer's plannedmaintenancedowntime, where any interruption will not impact business operations. Some unsupported features will bytheir function cause violation of the Packaged CCE validation rules.
Cisco Packaged Contact Center Enterprise Design Guide, Release 10.5(x)44
Features and FunctionsTransfers
For more information about virtualization, see the Virtualization for Cisco Packaged CCE DocWiki at http://docwiki.cisco.com/wiki/Virtualization_for_Cisco_Packaged_CCE.
Packaged CCE Support in Production?VMwareFeature
YesVM Templates (OVAs)
NoCopy Virtual Machine
NoRestart Virtual Machine on Different ESXi Host
NoResize Virtual Machine
NoVMware Hot Add
YesMultiple Physical NICs and vNICs
NoVMware High Availability (HA)
NoVMware Site Recovery Manager (SRM)
Yes
Packaged CCE supports Cisco Nexus 1000V.
VMware vNetwork Distributed Switch
NoVMware vMotion
NoVMware Dynamic Resource Scheduler (DRS)
NoVMware Dynamic Power Management
NoLong Distance vMotion
NoVMware Storage vMotion
NoVMware Update Manager (VUM)
NoVMware Consolidated Backup (VCB)
NoVMware Data Recovery (DR, VDR)
NoVMware Snapshots
NoVMware Fault Tolerance (FT)
NoVMware vCenter Converter
NoVMsafe
Cisco Packaged Contact Center Enterprise Design Guide, Release 10.5(x) 45
Features and FunctionsVirtualization for Packaged CCE
Packaged CCE Support in Production?VMwareFeature
No
Refer to the Cisco Packaged Contact CenterEnterprise Installation and Upgrade Guidefor the Golden Template process. http://www.cisco.com/en/US/products/ps12586/prod_installation_guides_list.html
Note
VMware vShield
NoVirtual Appliance Packaging of UC apps
No3rd-Party VM-based Backup Tools
No3rd-Party VM-based Deployment Tools
No3rd-Party Physical To Virtual (P2V) Migration Tools
No for C240.
Yes for UCS B-Series.
VMware Boot from SAN
NoAll VMware Features Not Listed
Cisco Packaged Contact Center Enterprise Design Guide, Release 10.5(x)46
Features and FunctionsVirtualization for Packaged CCE
I N D E X
A
anti-virus 18automation 18
software 18zip file 18
B
base configuration 19browser software 18
C
call flows 31capacity 30capacity-load 29CCE PAC M1 1Cisco contact center software 15Cisco Unified Border Element 36configuration software 19CRM integration 31
D
database integration 36
E
external Unified CM 37
F
failover 23fault tolerance 23
features 4, 5, 9supported 4, 5unsupported 9
Finesse 31
L
load 29
M
media resources 8Microsoft software 17Mobile Agent 32
O
Outbound Option 30
P
phones 41PowerCLI 18
R
recording 32SPAN for Mobile Agent 32Unified CM 32
requirements 15, 18software 15, 18
Cisco Packaged Contact Center Enterprise Design Guide, Release 10.5(x) IN-1
S
servers 11, 20component configurations 20
Silent Monitoring 32SIP REFER 31software 15, 17, 18
anti-virus 18browser 18Microsoft 17
software, configuration 19supported features 4, 5
T
translation routes 31
U
Unified CM 32unsupported features 9
W
WinImage 18
Cisco Packaged Contact Center Enterprise Design Guide, Release 10.5(x)IN-2
Index
