Release Note

Cisco Unified ICM/Contact Center Enterprise & Hosted Editions, Release 7.5,
Hardware and System Software Specification
©2008-2011 Cisco Systems, Inc. 60
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. If the Support Tools Node Agent is
not present on the target server, the installer will prompt for a valid IPSEC pre-shared key, configure the IPSEC key, and
install the Node Agent to be automatically started. If the IPSEC key cannot be configured, the Node Agent will be
installed, but the service will be disabled.
6.7.27 Unified Expert Advisor
Cisco Unified Expert Advisor is an optional feature for Cisco Unified Contact Center Enterprise. It extends the contact
center so that expert advisors can handle certain incoming calls. For example, there might be a call for which the contact
center agent and the caller require a discussion with, or advice from, a specialist who is not employed by the contact
center—but who agrees to be 'on call' to provide services as a consultant. That person is the expert advisor.
Expert advisors establish their presence and availability to take a call by the state of their instant messaging (IM) client;
the expert advisor IM client effectively serves as the "agent desktop". Once an expert's availability and acceptance of the
message request are confirmed, the call is routed to the expert. The contact center agents can also conference the expert
into a customer call.
The latest version of the content found in this guide is available in the Administration and Configuration Guide for Cisco
Unified Expert Advisor at:
http://www.cisco.com/go/ea .
Table 6-71: Unified Expert Advisor Servers
Server Class Server Type Capacity BHCA Operating Conditions
MCS-30-004-Class Expert Advisor PG 3,000 6,000
•
2 calls per hour per expert
• Average of up to 10 assignment queues per expert
• Average parallel broadcast size of 10 experts
• For co-residency of EA PG and Unified CM PG,
each expert equals ½ local Unified CCE agent.
MCS-40-005-Class Expert Advisor PG 6,000 12,000
MCS-30-004-Class Expert Advisor
Runtime Server
650 1,300
•
2 calls per hour per expert
• Average of up to 10 assignment queues per expert
• Average parallel broadcast size of 10 experts
MCS-40-005-Class Expert Advisor
Runtime Server
3,000 6,000
MCS-40-005-Class Expert Advisor
Reporting Server
n/a
6,000
•
2 calls per hour per expert
• Full call load for 24 hours a day (100% duty cycle)
• Average of up to 10 assignment queues per expert
• Average parallel broadcast size of 10 experts
• Nominal 8 days worth of data
Note: Varying call rate, duty cycle or broadcast size
will significantly affect data retention period.
.