Release Note

ManualsBrandsCisco ManualsContact CenterCisco Unified Contact Center Enterprise 10.5(2)

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. Refresh

Server Class Capacity (agents)

Agent PG with

no options

Agent PG with

CAD Services

# PIMs # CTI OS

Servers

MCS-30-004-Class

MCS-30-005-Class

450 297 1 1

MCS-40-005-Class

MCS-40-011-Class

2,000 1,000 1 1

MCS-40-005-Class

MCS-40-011-Class

4,000

N/A

2-10

NOTES:

• The CAD Server component (if CAD services are required) should be collocated on the Agent PG server.

For prior installations where CAD server was installed on a separate server, capacity numbers will remain

the same (as shown below) regardless of whether it is collocated or separate.

• Agent capacity is decreased by 25% from the above when CTI OS Security is enabled.

• Agent capacity is further decreased for mobile agents. The weighting of the decreased capacity is based on

the call delivery mode for the mobile agent.

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.com/en/US/products/sw/custcosw/ps1844/products_implementation_design_guides_list.ht

ml.

• To estimate Outbound Option agent capacity for Agent PGs, use the following formula:

Max agents = (Maximum PG agent capacity) – (4 x (number of dialer ports))

This is an indicator of platform capacity; this is not an indicator of outbound resources in terms of how

many agents can be kept busy by the number of dialer ports in the deployment. A quick but inexact rule of

thumb is 2 ports required for each outbound agent, but your outbound resources may vary depending on hit

rate, abandon limit, and talk time for the campaigns in the deployment. Use the sizing tool to determine

outbound resources required for your campaigns. Please refer to the Outbound Option chapter of the SRND

(

http://www.cisco.com/en/US/products/sw/custcosw/ps1844/products_implementation_design_guides_list.h

tml) for more details.

• 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.

• See Section 6.7.17

, CAD Agent and Supervisor Desktops, for hardware and system software requirements.

6.1.3 Common Ground Upgrade

Option 1 - Supports up to 450 Agents

Progger Configuration – The Progger configuration consists of Unified CCE Router, Unified CCE Logger, Agent PG

(Unified CM PIM, VRU PIM, CG, CTI OS, and CAD Services if CAD is required) on the same server.

A PIM has a maximum agent capacity of 2,000 agents.

For each PIM, there must be one associated CTI OS server; there is always a 1-to-1 relationship between CTI OS server and PIM