Release Note

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. 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.html.

Table 6-13: Agent PG Configuration Options, Unified SCCE

With IP-IVR With CVP With CAD With Outbound

System PG: CM

PIM + IVR PIMs

System PG: CM PIM System PG System PG

CTI Server CTI Server CTI Server CTI Server

CTI OS CTI OS CTI OS CTI OS

VRU PG CAD Services MR PG

Dialer

6.2.1 Unified SCCE Deployment Options

Option 1 - Supports up to: 450 agents

This solution requires the following servers:

1. Central Controller + Agent/IVR Controller:

• Router

• Logger

• System PG

• CTI Server

• CTI OS Server

• Optional Components:

• VRU PG if Unified Customer Voice Portal (CVP) is the deployed IVR

• Outbound Option: Campaign Manager, Import, Media Routing PG and Dialer

• CAD Services

2. Administration & WebView Reporting:

• Distributor Administrative Workstation

• Internet Script Editor server

• WebView

• HDS

• Web Administration Server

• Optional Component:

• CCMP (MCS-40 class only)