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 of Contents

1 OVERVIEW ................................................................................................................................................................... 1

1.1 UPDATED INFORMATION IN THIS DOCUMENT............................................................................................................... 2

2 REFERENCES ............................................................................................................................................................... 3

2.1 NOTE ON CISCO CONTACT CENTER PRODUCT NAMES ................................................................................................. 3

3 SERVERS FOR CISCO CONTACT CENTER PRODUCTS ................................................................................... 4

3.1 SERVER HARDWARE CONFIGURATION GUIDELINES ..................................................................................................... 5

4 SOFTWARE UPGRADE AND INSTALLATION CONSIDERATIONS ................................................................ 9

4.1 UPGRADING TO UNIFIED ICM/UNIFIED CONTACT CENTER RELEASE 7.5(1) ................................................................ 9

4.2 INSTALLING UNIFIED ICM/UNIFIED CONTACT CENTER 7.5(1) .................................................................................. 11

4.3 INSTALLING UNIFIED ICM/UNIFIED CONTACT CENTER MAINTENANCE RELEASES ................................................... 11

5 SOFTWARE CONSTRAINTS AND OPERATING CONDITIONS ...................................................................... 12

5.1 UNIFIED ICM/CONTACT CENTER CONFIGURATION LIMITS AND SCALABILITY CONSTRAINTS ................................... 12

5.2 UNIFIED ICM/UNIFIED CONTACT CENTER OPERATING CONDITIONS ......................................................................... 15

6 SERVER HARDWARE REQUIREMENTS ............................................................................................................. 17

6.1 UNIFIED CONTACT CENTER ENTERPRISE ................................................................................................................... 17

6.1.1 Notes on Agent Capacity Calculation .............................................................................................................. 18

6.1.2 New Deployments and Technology Refresh ..................................................................................................... 18

6.1.3 Common Ground Upgrade .............................................................................................................................. 20

6.1.4 Remote Silent Monitoring ................................................................................................................................ 23

6.2 UNIFIED SYSTEM CONTACT CENTER ENTERPRISE ..................................................................................................... 24

6.2.1 Unified SCCE Deployment Options ................................................................................................................. 24

6.2.2 Unified SCCE Server Configuration ................................................................................................................ 26

6.3 UNIFIED CONTACT CENTER HOSTED ......................................................................................................................... 27

6.4 UNIFIED CONTACT CENTER MANAGEMENT PORTAL ................................................................................................. 28

6.5 UNIFIED ICM ENTERPRISE ......................................................................................................................................... 30

6.5.1 Note on Agent Capacity ................................................................................................................................... 30

6.5.2 New Deployments and Technology Refresh ..................................................................................................... 30

6.5.3 Common Ground Upgrade .............................................................................................................................. 31

6.6 UNIFIED ICM HOSTED ............................................................................................................................................... 34

6.7 UNIFIED ICM/UNIFIED CONTACT CENTER COMMON COMPONENTS .......................................................................... 35

6.7.1 Unified ICM/Unified Contact Center Router ................................................................................................... 35

6.7.2 Unified ICM/Unified Contact Center Logger .................................................................................................. 36

6.7.2.1 New Deployments and Technology Refresh .................................................................................................................. 36

6.7.2.2 Common Ground Upgrade ............................................................................................................................................ 37

6.7.3 AW – Distributor, HDS, and WebView ............................................................................................................ 38

6.7.3.1 New Deployments and Technology Refresh .................................................................................................................. 39

6.7.3.2 Common Ground Upgrade ............................................................................................................................................ 41

6.7.3.3 Dedicated WebView Server ........................................................................................................................................... 42

6.7.4 AW – Real-Time Distributor ............................................................................................................................ 43

6.7.5 AW – Real-Time Client Only (Client AW) ....................................................................................................... 44

6.7.6 WebView Client and Internet Script Editor ..................................................................................................... 44

6.7.7 VRU Peripheral Gateway (PG) ....................................................................................................................... 44

6.7.8 Unified Contact Center Gateway ..................................................................................................................... 46

6.7.9 TDM ACD Peripheral Gateway (PG) .............................................................................................................. 46