Hardware and System Software Specification (Bill of Materials) for Cisco Unified ICM / Contact Center Enterprise & Hosted Release 7.5(x) Revision: 135 Last Updated: July 27, 2011 Corporate Headquarters Cisco Systems, Inc. 170 West Tasman Drive San Jose, CA 95134-1706 USA http://www.cisco.
Cisco Unified ICM/Contact Center Enterprise & Hosted Editions, Release 7.5, Hardware and System Software Specification 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.
Cisco Unified ICM/Contact Center Enterprise & Hosted Editions, Release 7.5, Hardware and System Software Specification Table of Contents Table of Contents 1 OVERVIEW ................................................................................................................................................................... 1 1.1 2 REFERENCES ...............................................................................................................................................................
Cisco Unified ICM/Contact Center Enterprise & Hosted Editions, Release 7.5, Hardware and System Software Specification Table of Contents 6.7.10 6.7.11 6.7.12 6.7.13 6.7.14 6.7.15 6.7.15.1 6.7.15.2 6.7.16 6.7.16.1 6.7.16.2 6.7.16.3 6.7.17 6.7.18 6.7.19 6.7.20 6.7.21 6.7.22 6.7.23 6.7.24 6.7.25 6.7.26 6.7.27 7 Unified ICM/Contact Center SS7 Network Interface Option ...................................................................... 48 CTI OS Server ......................................................
Cisco Unified ICM/Contact Center Enterprise & Hosted Editions, Release 7.5, Hardware and System Software Specification List of Tables List of Tables Table 1-1: Publication Updates .................................................................................................................................... 2 Table 5-1: Configuration Limits and Scalability Constraints, Unified ICM, Unified CC ..................................................
Cisco Unified ICM/Contact Center Enterprise & Hosted Editions, Release 7.5, Hardware and System Software Specification List of Tables Table 6-34: NAM Router and NAM Logger Servers, Unified ICMH ............................................................................. 34 Table 6-35: CICM Router and CICM Logger Servers, Unified ICMH ........................................................................... 34 Table 6-36: Network Interface Requirements, Unified ICM Router Servers ........................
Cisco Unified ICM/Contact Center Enterprise & Hosted Editions, Release 7.5, Hardware and System Software Specification Table 7-1: SQL Server Licensing Guide...................................................................................................................... 66 Table 7-2: Supported Microsoft Software Localizations ...............................................................................................
Cisco Unified ICM/Contact Center Enterprise & Hosted Editions, Release 7.5, Hardware and System Software Specification 1 Overview The purpose of this document is to specify the hardware and system software compatible with and required for the Cisco Unified Intelligent Contact Management (Unified ICM) and Cisco Unified Contact Center (Unified CC) products 1 for Release 7.5(1) and subsequent 7.5(x) maintenance releases (MR).
Cisco Unified ICM/Contact Center Enterprise & Hosted Editions, Release 7.5, Hardware and System Software Specification the system sizing and configuration limitation information contained herein should be considered as guidelines which are applicable to the vast majority of customers, but which might also have exceptions.
Cisco Unified ICM/Contact Center Enterprise & Hosted Editions, Release 7.5, Hardware and System Software Specification 2 References Cisco Unified Intelligent Contact Management / Unified Contact Center Enterprise and Hosted product information can be found on www.cisco.com. Product documentation, including planning, upgrade, install, configuration, reporting, reference, and developer documentation, is available at Cisco Product Support.
Cisco Unified ICM/Contact Center Enterprise & Hosted Editions, Release 7.5, Hardware and System Software Specification 3 Servers for Cisco Contact Center Products The Unified ICM/Contact Center solutions are fully supported on the Cisco 7800 Series Media Convergence Server (MCS) family of Intel-based, high performance hardware servers.
Cisco Unified ICM/Contact Center Enterprise & Hosted Editions, Release 7.5, Hardware and System Software Specification 3.1 Server Hardware Configuration Guidelines This section provides system integrators and customers with guidelines, supported and unsupported server hardware, and storage configurations. Cisco MCS servers pre-package a number of the specified options; however, Cisco Unified ICM and Unified CC applications require special consideration to meet the high performance demands of the system.
Cisco Unified ICM/Contact Center Enterprise & Hosted Editions, Release 7.5, Hardware and System Software Specification Note: Severe network communication problems are likely when 10/100 Mbps NICs and switch ports are not BOTH explicitly set to the capable speed in Full Duplex operation. Cisco highly recommends the use of gigabit (1000 Mbps) server network interface cards and gigabit network switches.
Cisco Unified ICM/Contact Center Enterprise & Hosted Editions, Release 7.5, Hardware and System Software Specification • Multiple external storage enclosures are desirable (when needed) for increased performance and fault tolerance. • External storage enclosures with dedicated RAID controllers are supported with MCS server systems. Supported configurations: • Fibre Channel is supported only in a point-to-point topology deployment.
Cisco Unified ICM/Contact Center Enterprise & Hosted Editions, Release 7.5, Hardware and System Software Specification 3. The SAN host interface (for example, Fibre Channel) must meet or exceed the performance specifications of supported (direct attached) SCSI/SAS interfaces (see Storage Hardware, Required Controllers, above). 4. Each individual drive in the SAN array must meet or exceed the performance specifications of supported (direct attached) disk drives (see Storage Hardware, Disk Speed, above).
Cisco Unified ICM/Contact Center Enterprise & Hosted Editions, Release 7.5, Hardware and System Software Specification 4 Software Upgrade and Installation Considerations Upgrading a Unified ICM/Contact Center installation from Release 5.0 or 6.0 requires that you first upgrade the entire system to 7.0(0) SR4. You can then install the 7.5(1) release (and subsequent maintenance releases) on your (upgraded) 7.0(0) SR4 system. This section describes the considerations for the upgrade process. 4.
Cisco Unified ICM/Contact Center Enterprise & Hosted Editions, Release 7.5, Hardware and System Software Specification subsequent version updates beyond 7.1(x), either major or minor versions; subsequent versions require Windows Server 2003 or R2 as a prerequisite to their installation. Although PGs are supported back two previous versions, to eliminate defects and add feature enhancements, the PGs should be upgraded to the same version as the Central Controller.
Cisco Unified ICM/Contact Center Enterprise & Hosted Editions, Release 7.5, Hardware and System Software Specification The documented procedures for upgrading to Unified ICM/Contact Center Release 7.5(1) require a starting baseline of Unified ICM/Contact Center 7.0(0) SR4, running on the Microsoft Windows Server 2003 (or R2) SP2 operating system with Microsoft SQL Server 2000 (SP4). Upgrade customers currently deploying releases earlier than release 7.
Cisco Unified ICM/Contact Center Enterprise & Hosted Editions, Release 7.5, Hardware and System Software Specification 5 Software Constraints and Operating Conditions 5.1 Unified ICM/Contact Center Configuration Limits and Scalability Constraints The following table specifies the configuration limits and scalability constraints for the Unified ICM/Contact Center products.
Cisco Unified ICM/Contact Center Enterprise & Hosted Editions, Release 7.5, Hardware and System Software Specification Limit Value Unified Unified Unified Unified Unified SCCE CCE ICME CCH ICMH TDM PIMs per PG 5 N/A N/A N/A MR PIMs per PG 10 N/A MR PIMs per PG in System CCE 1 N/A c N/A N/A PGs per server 2 N/A N/A N/A PGs per CICM instance 80 N/A N/A N/A N/A This is only applicable to Unified CCH with multiinstance CTI OS deployment.
Cisco Unified ICM/Contact Center Enterprise & Hosted Editions, Release 7.5, Hardware and System Software Specification Limit Value Unified Unified Unified Unified Unified SCCE CCE ICME CCH ICMH Instances per CICM platform 25 N/A N/A N/A This assumes that the total offered load for all instances and their configurations are within the limit of a maximum capacity of a single instance. CICMs per NAM platform 75 N/A N/A N/A The maximum CICM physical servers per NAM are six.
Cisco Unified ICM/Contact Center Enterprise & Hosted Editions, Release 7.5, Hardware and System Software Specification Maximum Limit Limit Value Unified Unified Unified Unified Unified SCCE CCE ICME CCH ICMH Comments groups per system not exceeded) All-event clients (CTI Server) 7 In the case where CTI OS is used, the number available decreases to 5 since CTI OS will use 2 of the 7 maximum.
Cisco Unified ICM/Contact Center Enterprise & Hosted Editions, Release 7.5, Hardware and System Software Specification Call Flow Traffic on transfer Calls 10% Call Flow Traffic on conference Calls 5% ©2008-2011 Cisco Systems, Inc.
Cisco Unified ICM/Contact Center Enterprise & Hosted Editions, Release 7.5, Hardware and System Software Specification 6 Server Hardware Requirements 6.1 Unified Contact Center Enterprise This section assists you in selecting the hardware servers for your Unified Contact Center solution, including both the Unified CCE and Unified System CCE deployment models. Note: VRU ports for Agent PG and System PG should not exceed half of the maximum supported agents listed in the capacity column.
Cisco Unified ICM/Contact Center Enterprise & Hosted Editions, Release 7.5, Hardware and System Software Specification 6.1.1 Notes on Agent Capacity Calculation For the following sections, the agent count in the capacity specification refers to the number of concurrently logged-in agents. Consider the following factors when sizing call center resources: CTI OS Agent Capacity is decreased by 25% when CTI OS Security is enabled.
Cisco Unified ICM/Contact Center Enterprise & Hosted Editions, Release 7.5, Hardware and System Software Specification Option 2 - Supports up to 4000 Agents • Rogger Configuration – This server has the Unified CCE Router and Unified CCE Logger collocated. Consider this option if the expected growth of your contact center will not exceed 4,000 agents. Table 6-4: Rogger Servers, Unified CCE, New Deployments / Tech.
Cisco Unified ICM/Contact Center Enterprise & Hosted Editions, Release 7.5, Hardware and System Software Specification Table 6-6: Agent PG Servers, Unified CCE, New Deployments / Tech.
Cisco Unified ICM/Contact Center Enterprise & Hosted Editions, Release 7.
Cisco Unified ICM/Contact Center Enterprise & Hosted Editions, Release 7.5, Hardware and System Software Specification Table 6-9: Standalone Router/Logger Servers, Unified CCE, Common Ground Upgrade Server Class Capacity (agents) Router Logger MCS-40-002-Class 3,600 3,000 MCS-40-003-Class 5,100 4,250 GEN-50-003-Class 5,100 3,600 GEN-50-004-Class 5,100 5,100 Table 6-10: Agent PG Servers, Unified CCE, Common Ground Upgrade This applies to both Option 2 and 3.
Cisco Unified ICM/Contact Center Enterprise & Hosted Editions, Release 7.5, Hardware and System Software Specification • All outbound call scenarios are supported when a mobile agent is deployed using nailed connection call delivery mode. Outbound call scenarios are not supported when a mobile agent is deployed using call-by-call call delivery mode. 6.1.4 Remote Silent Monitoring Remote Silent Monitoring (RSM) is available with Cisco Unified Contact Center Enterprise and Unified Contact Center Hosted.
Cisco Unified ICM/Contact Center Enterprise & Hosted Editions, Release 7.5, Hardware and System Software Specification 6.2 Unified System Contact Center Enterprise Agent PG Configuration Options The following table illustrates various configuration options for the Agent/IVR Controller (which components are necessary for each PG configuration). Unified System CCE Agent/IVR Controller agent capacity varies based on specific component configuration. NOTE: Agent capacity is further decreased for mobile agents.
Cisco Unified ICM/Contact Center Enterprise & Hosted Editions, Release 7.
Cisco Unified ICM/Contact Center Enterprise & Hosted Editions, Release 7.5, Hardware and System Software Specification 6.2.
Cisco Unified ICM/Contact Center Enterprise & Hosted Editions, Release 7.5, Hardware and System Software Specification 6.3 Unified Contact Center Hosted This section assists you in selecting hardware servers for Unified CC Hosted, including new deployments / technology refresh and common ground upgrade. (The following are minimum requirements.
Cisco Unified ICM/Contact Center Enterprise & Hosted Editions, Release 7.5, Hardware and System Software Specification Table 6-21: Multi-Instance Agent PG with CTI OS Servers, Unified CCH Server Class Capacity (agents) Operating Conditions MCS-40-003-Class 1,600 CTI OS Security Disabled MCS-40-003-Class 1,200 CTI OS Security Enabled Note: For more details about sizing mobile agents, refer to Cisco Unified Contact Center Enterprise 7.x Solution Reference Network Design (SRND) at: http://www.cisco.
Cisco Unified ICM/Contact Center Enterprise & Hosted Editions, Release 7.5, Hardware and System Software Specification Additional Limitations In addition to the limits above, the following standard limits apply to all deployment models: Table 6-23: Additional Resource Limitations, Unified CCMP Resource Limit (items) IP Phone for Agent Use 2,000 Labels 30,000 Additional Resources (e.g. Skill Groups, Agent Teams, Dialed Numbers, etc.
Cisco Unified ICM/Contact Center Enterprise & Hosted Editions, Release 7.5, Hardware and System Software Specification For example, if the Cisco HDS is sized at 1GB for 8 weeks of storage and the customer wishes to retain data for 52 weeks, the formula would then be: 4 * 1GB * 52/8 = 26GB Network Recommendations LAN – CCMP systems should be connected to ICM and other servers via gigabit (1000 Base-T) connections.
Cisco Unified ICM/Contact Center Enterprise & Hosted Editions, Release 7.5, Hardware and System Software Specification Table 6-27: Standalone Router/Logger Servers, Unified ICME, New Deployments / Tech.
Cisco Unified ICM/Contact Center Enterprise & Hosted Editions, Release 7.
Cisco Unified ICM/Contact Center Enterprise & Hosted Editions, Release 7.
Cisco Unified ICM/Contact Center Enterprise & Hosted Editions, Release 7.5, Hardware and System Software Specification 6.6 Unified ICM Hosted This section assists you in selecting hardware servers for ICM Hosted, 9 covering new deployments and technology refresh as well as common ground upgrade. (These are minimum requirements.) For clarity, only MCS family processors are specified below for the NAM and CICM Router nodes.
Cisco Unified ICM/Contact Center Enterprise & Hosted Editions, Release 7.5, Hardware and System Software Specification 6.7 Unified ICM/Unified Contact Center Common Components This section describes the Unified ICM/Contact Center common standalone server requirements. These Unified ICM/Contact Center components can be used in various Unified ICM/Contact Center product editions. 6.7.
Cisco Unified ICM/Contact Center Enterprise & Hosted Editions, Release 7.5, Hardware and System Software Specification 6.7.2 Unified ICM/Unified Contact Center Logger Refer to the Unified ICM/Contact Center Hardware and Software Requirements for information on Logger server hardware selection based on capacity requirements. This section provides Logger server disk configuration information based on the hardware you selected, and other Logger configuration information.
Cisco Unified ICM/Contact Center Enterprise & Hosted Editions, Release 7.5, Hardware and System Software Specification 6.7.2.
Cisco Unified ICM/Contact Center Enterprise & Hosted Editions, Release 7.5, Hardware and System Software Specification 6.7.3 AW – Distributor, HDS, and WebView For Unified CC Enterprise and Unified CC Hosted, Internet Script Editor is optional, and unlike in previous releases, it is no longer required that a WebView Server be installed on an AW/HDS. This option increases reporting scalability for large and hosted customers.
Cisco Unified ICM/Contact Center Enterprise & Hosted Editions, Release 7.5, Hardware and System Software Specification 6.7.3.1 New Deployments and Technology Refresh 6.7.3.1.1 AW – Real-Time Distributor, HDS, Co-resident WebView For Operating System and Database Requirements, go to Section 7.5. Table 6-40: AW, HDS, Co-resident WebView Servers, New Deployments / Tech.
Cisco Unified ICM/Contact Center Enterprise & Hosted Editions, Release 7.5, Hardware and System Software Specification Table 6-41: AW, HDS, Separate WebView Servers, New Deployments / Tech. Refresh Server Class GEN50005Class Capacity Other requirements Reporting Users Per HDS WebView Servers Per HDS, each supporting 50 users 50 1 100 200 ©2008-2011 Cisco Systems, Inc.
Cisco Unified ICM/Contact Center Enterprise & Hosted Editions, Release 7.5, Hardware and System Software Specification 6.7.3.2 Common Ground Upgrade 6.7.3.2.1 AW – Real-Time Distributor, HDS, Co-resident WebView For Operating System and Database Requirements, go to Section 7.5.
Cisco Unified ICM/Contact Center Enterprise & Hosted Editions, Release 7.
Cisco Unified ICM/Contact Center Enterprise & Hosted Editions, Release 7.5, Hardware and System Software Specification 6.7.
Cisco Unified ICM/Contact Center Enterprise & Hosted Editions, Release 7.5, Hardware and System Software Specification 6.7.5 AW – Real-Time Client Only (Client AW) As an option, you can install the Cisco Support Tools Server on the AW – Real time Client machine.
Cisco Unified ICM/Contact Center Enterprise & Hosted Editions, Release 7.5, Hardware and System Software Specification Table 6-48: VRU PG Servers – New Deployments / Tech.
Cisco Unified ICM/Contact Center Enterprise & Hosted Editions, Release 7.5, Hardware and System Software Specification 6.7.8 Unified Contact Center Gateway Unified Contact Center Gateway enables a parent/child deployment model; the parent is Unified ICME and the child can be Unified CCE, Unified System CCE, and Unified CC Express.
Cisco Unified ICM/Contact Center Enterprise & Hosted Editions, Release 7.5, Hardware and System Software Specification Table 6-53: Avaya TDM ACD PG Servers, Unified ICME/H, New Deployments / Tech.
Cisco Unified ICM/Contact Center Enterprise & Hosted Editions, Release 7.5, Hardware and System Software Specification Hardware, software requirements and remarks 1 x Eiconcard S94 66MHz or Eiconcard S94 V2 (for PCI 2.2) or Eiconcard S94 PCI Express (PCIe) (See Table 5.
Cisco Unified ICM/Contact Center Enterprise & Hosted Editions, Release 7.5, Hardware and System Software Specification 6.7.12 Silent Monitor Service for CTI OS The silent monitor service is a single executable that can be deployed in two different ways: 1. Standalone server which is called Silent Monitor Server 2.
Cisco Unified ICM/Contact Center Enterprise & Hosted Editions, Release 7.5, Hardware and System Software Specification 6.7.14 CTI OS Agent and Supervisor Desktops Table 6-58: CTI OS Agent and Supervisor Desktop Servers Server Class Type Other requirements and remarks GEN-10-005-Class CTI OS Supervisor Desktop Windows compatible full-duplex sound card (if using Cisco IP Communicator and/or Silent Monitoring) See Section 7.1.
Cisco Unified ICM/Contact Center Enterprise & Hosted Editions, Release 7.
Cisco Unified ICM/Contact Center Enterprise & Hosted Editions, Release 7.5, Hardware and System Software Specification Table 6-62: CRM Connector Server Server Class *Capacity (agents) Call Rate (calls / sec.) Other requirements and remarks MCS-30-004-Class MCS-30-005-Class 900 7.5 See Section 6.7.17.3, CRM Connector Supported Platforms MCS-40-005-Class MCS-40-011-Class 1,800 15 See Section 6.7.17.
Cisco Unified ICM/Contact Center Enterprise & Hosted Editions, Release 7.5, Hardware and System Software Specification * The selection of MCS system class should be based on the PeopleSoft server requirements for the given customer’s required level of performance. For more information on the PeopleSoft CRM, visit the http://www.oracle.com/applications/peoplesoft-enterprise.html web site. 6.7.16.1.5 CRM Connector Adapter for Microsoft CRM 3.0 Microsoft CRM 3.
Cisco Unified ICM/Contact Center Enterprise & Hosted Editions, Release 7.
Cisco Unified ICM/Contact Center Enterprise & Hosted Editions, Release 7.5, Hardware and System Software Specification 6.7.16.3 CRM Connector Supported Platforms Table 6-67: CRM Connector Supported Platforms and Requirements CRM Connector Operating System Additional Software Windows Server 2003 SP2 Windows XP Professional SP2 Windows Vista Microsoft .NET Framework V2.0 Microsoft Message Queuing (MSMQ) Microsoft Internet Information Server (IIS) Microsoft SQL Server D C O M ASP. NET 2.0 JRE 1.6.
Cisco Unified ICM/Contact Center Enterprise & Hosted Editions, Release 7.5, Hardware and System Software Specification Table 6-68: CAD Agent and Supervisor Desktop Servers Server Class GEN-10-005-Class Type Hardware, software requirements and remarks CAD Supervisor Desktop (CSD) Operating system and other software CAD Desktop Administrator (CDA) Windows compatible full-duplex sound card (if using Cisco IP Communicator and/or Silent Monitor) See Section 7.1.
Cisco Unified ICM/Contact Center Enterprise & Hosted Editions, Release 7.5, Hardware and System Software Specification Table 6-69: Remote Monitoring Suite Servers Server Class MCS-20-002-Class MCS-20-003-Class MCS-20-004-Class MCS-20-005-Class MCS-20-006-Class Capacity 25 customers Other requirements and remarks RMS Listener For Modem Bank Use Multi-port serial adapter and modems (Digi AccelePort Xp) Dedicated customer file database drive required.
Cisco Unified ICM/Contact Center Enterprise & Hosted Editions, Release 7.5, Hardware and System Software Specification 6.7.19 Cisco Collaboration Server (CCS) Cisco Unified ICM/Contact Center Release 7.5 is compatible with Cisco Collaboration Server 5.0(0) and its latest Service Release. Refer to the Cisco Intelligent Contact Management Release 6.0(0) Bill of Materials for Cisco Collaboration Server hardware and software requirements at: http://www.cisco.
Cisco Unified ICM/Contact Center Enterprise & Hosted Editions, Release 7.5, Hardware and System Software Specification 6.7.24 Unified E-mail Interaction Manager (EIM) Refer to the Cisco Interaction Manager System Requirements Guide and the Cisco Interaction Manager Planning Guide at: http://www.cisco.com/en/US/partner/products/ps7236/products_implementation_design_guides_list.html for system requirements, server configurations, capabilities, and limitations of the Cisco Unified E-mail Interaction Manager.
Cisco Unified ICM/Contact Center Enterprise & Hosted Editions, Release 7.5, Hardware and System Software Specification As a convenience, and to improve future supportability, the Release 7.5 installer will automatically install the Support Tools Node Agent on all target Unified ICM/Contact Center (to include Express) and Unified Customer Voice Portal servers. If there was an existing node agent installed, an upgrade will be performed.
Cisco Unified ICM/Contact Center Enterprise & Hosted Editions, Release 7.5, Hardware and System Software Specification 7 System Software Requirements 7.1 Microsoft Windows Server 2003 In most cases, Microsoft Windows Server 2003 Standard Edition is adequate for use with Unified ICM/Contact Center 7.x. In some circumstances, however, high-end system deployments must deploy Microsoft Windows Server 2003 Enterprise Edition on some Unified ICM/Contact Center components, such as the Logger and the HDS.
Cisco Unified ICM/Contact Center Enterprise & Hosted Editions, Release 7.
Cisco Unified ICM/Contact Center Enterprise & Hosted Editions, Release 7.5, Hardware and System Software Specification 7.
Cisco Unified ICM/Contact Center Enterprise & Hosted Editions, Release 7.5, Hardware and System Software Specification 7.3.1 Windows Server 2003 Licensing Cisco Unified CC Enterprise and Hosted customers are encouraged to consult Microsoft resources and documentation to determine the licensing that best fits their environment. In many cases, customers might already be licensed for Windows Server 2003 under an existing agreement with Microsoft.
Cisco Unified ICM/Contact Center Enterprise & Hosted Editions, Release 7.5, Hardware and System Software Specification Processor Licensing Model: Under this model, a license is required for each physical processor accessed by an operating system environment running SQL Server. This License does not require any device or user client access licenses (CALs).
Cisco Unified ICM/Contact Center Enterprise & Hosted Editions, Release 7.5, Hardware and System Software Specification Table 7-1: SQL Server Licensing Guide Node SQL Server Licensing Model Note LoggerA (or RoggerA) or Central Controller (Unified System CCE) Processor License For dual-processor servers, it is more cost-effective to acquire a processor license for each physical processor than it is to purchase individual CALs when the number of users (incl.
Cisco Unified ICM/Contact Center Enterprise & Hosted Editions, Release 7.5, Hardware and System Software Specification Multichannel Email-Manager Option (Database Server) Processor License or User CAL (per E-Mail Agent) Choosing one licensing model versus another depends on system size. Email-Manager Option (CIR DB Server) Server License plus one User CAL for each WebView user A WebView user can be an application administrator or supervisor.
Cisco Unified ICM/Contact Center Enterprise & Hosted Editions, Release 7.5, Hardware and System Software Specification 7.3.3 Licensing Use Cases The following describes Use cases for OEM Windows Server 2003 and SQL 2005 licensing: Non-VM (a single application on the server requires both OS and SQL) – Customer orders One MCS-7845-I3-CCE1 (1 CPU). Customers would need to purchase One CCWIN2K3-STD-1COA and One CC-SQL-2005-STD – Customer orders Two MCS-7845-I3-CCE1 (1 CPU).
Cisco Unified ICM/Contact Center Enterprise & Hosted Editions, Release 7.5, Hardware and System Software Specification 7.4 Microsoft Software Localizations The following table lists supported localized versions of Microsoft Windows and SQL Server that can be used with Cisco Unified ICM/Unified CC Enterprise and Hosted system components and Unified System CC Enterprise.
Cisco Unified ICM/Contact Center Enterprise & Hosted Editions, Release 7.5, Hardware and System Software Specification 7.5 Operating System and Database Requirements The tables below present operating system requirements specific to Unified ICM/Contact Center server type. The second table covers those Unified ICM/Contact Center servers and client desktop deployments requiring special consideration, while the third table addresses Unified System CCE.
Cisco Unified ICM/Contact Center Enterprise & Hosted Editions, Release 7.5, Hardware and System Software Specification Unified ICM/Contact Center Server Operating System Requirements RMS Listener Microsoft Windows Server 2003 Standard Edition or R2, SP2 For monitoring ICM prior to release 5.0(0), RMS Listener server needs to have Microsoft Windows 2000 Server with SP4 that supports NetBEUI. RMS AlarmTracker Client See Section 6.7.19, Remote Monitoring Suite AW – Real Time Client See Section 6.7.
Cisco Unified ICM/Contact Center Enterprise & Hosted Editions, Release 7.5, Hardware and System Software Specification 7.
Cisco Unified ICM/Contact Center Enterprise & Hosted Editions, Release 7.5, Hardware and System Software Specification CTI OS – Monitor Mode Apps using Java CIL 18 N/A N/A N/A v5.0 CTI Desktop (GeoDCS) V4.7 only N/A N/A N/A N/A N/A Custom Apps using GeoDCS or CtiClient32, V4.7 only N/A N/A N/A N/A — N/A CAD 19 20 21 v3.0 or 4.0 22 7.
Cisco Unified ICM/Contact Center Enterprise & Hosted Editions, Release 7.5, Hardware and System Software Specification 7.8 Cisco Security Agent (CSA) Cisco strongly encourages the installation of Cisco Security Agent for Cisco Unified ICM/Contact Center Release 7.5 on all Unified ICM/Contact Center server nodes. This application provides added security protection for your operating environment. You can download the CSA standalone agent free of charge by going to: http://tools.cisco.
Cisco Unified ICM/Contact Center Enterprise & Hosted Editions, Release 7.5, Hardware and System Software Specification • Alcatel PG • Aspect PG • Avaya PG • Ericsson PG • Digital Media System (DMS) 100 PG with only TCP/IP interface • Symposium PG • Siemens PG The following PG types are not supported on the VMware platform due to their special interface requirements: • NEC PG • DMS 100 PG with X.
Cisco Unified ICM/Contact Center Enterprise & Hosted Editions, Release 7.
Cisco Unified ICM/Contact Center Enterprise & Hosted Editions, Release 7.5, Hardware and System Software Specification The Unified ICM/Unified Contact Center virtualization solution requires the virtual machines to be run on the following Cisco MCS-7845 class servers: • MCS-40-010-Class • MCS-40-016-Class The MCS-40-010-Class server comes with 4GB RAM. An additional 16GB RAM (either a 2x8 or two 2x4 kits) must be added for a total of 20GB of RAM. The MCS-40-016-Class server comes with 8GB RAM.
Cisco Unified ICM/Contact Center Enterprise & Hosted Editions, Release 7.5, Hardware and System Software Specification Table 7-10: Unified Contact Center Management Portal Software Requirements Type of Software Server Software Operating System All • Microsoft Windows Server 2003, SP2 Prerequisite Software All • Windows Installer 3.1 Microsoft .NET Framework 2.0 Microsoft Windows Server 2003 SP2 Application Server and ASP .
Cisco Unified ICM/Contact Center Enterprise & Hosted Editions, Release 7.5, Hardware and System Software Specification Appendix A – Server Classes The server classes defined in this section are used in various Cisco contact center application deployment options. Note that the conventions and notes listed at the end of the section.
Cisco Unified ICM/Contact Center Enterprise & Hosted Editions, Release 7.5, Hardware and System Software Specification Table A.0-2: Series ‘30’ of MCS Server Classes (Single Processor) Model Proc. Type CPU Speed (GHz) CPU s CPU Cores RAM (GB) Disk (GB) Controller Disk Ether net Ports See Notes MCS-30-002-Class MCS-7835H-3.0-CC1 MCS-7835I-3.0-CC1 Xeon 3.06 1 1 2 2 x 72 SCSI 2 1,4,7 MCS-30-003-Class MCS-7835-H1-CC1 MCS-7835-I1-CC1 Xeon 3.
Cisco Unified ICM/Contact Center Enterprise & Hosted Editions, Release 7.5, Hardware and System Software Specification Table A.0-6: Series ‘40’ of Generic Server Classes (Dual Processor) Model Proc. Type CPU Speed (GHz) CPUs CPU Cores RAM (GB) Disk (GB) Controller Disk Ethernet Ports See Notes GEN-40-002-Class (Generic) Xeon 1.8 2 1 2 6 x 72 SCSI 2 1,4,5,7 GEN-40-003-Class (Generic) Xeon 1.8 2 1 4 8 x 72 SCSI 2 1,4,5,7 Server Class Table A.
Cisco Unified ICM/Contact Center Enterprise & Hosted Editions, Release 7.5, Hardware and System Software Specification 10. End-of-Sale has been announced for these servers. Affected H2 and H4 servers are still orderable until December 31st 2009, with I2 servers available until April 26th 2010.
Cisco Unified ICM/Contact Center Enterprise & Hosted Editions, Release 7.5, Hardware and System Software Specification Appendix B – RAID Configuration Requirements Table B.
Cisco Unified ICM/Contact Center Enterprise & Hosted Editions, Release 7.5, Hardware and System Software Specification Appendix C – Acronyms and Terms Table C.
Cisco Unified ICM/Contact Center Enterprise & Hosted Editions, Release 7.
