Cisco Unified Contact Center Express Solution Reference Network Design Cisco Unified Contact Center Express, Release 6.0(1) February 2008 Americas Headquarters Cisco Systems, Inc 170 West Tasman Drive San Jose, CA 95134-1706 USA http://www.cisco.com Tel: 408 526-4000 800 553-NETS (6387) Fax: 408 527-0883 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 THE SOFTWARE LICENSE AND LIMITED WARRANTY FOR THE ACCOMPANYING PRODUCT ARE SET FORTH IN THE INFORMATION PACKET THAT SHIPPED WITH THE PRODUCT AND ARE INCORPORATED HEREIN BY THIS REFERENCE IF YOU ARE UNABLE TO LOCATE THE SOFTWARE LICENSE OR LIMITED WARRANTY, CONTACT YOUR CISCO REPRESENTATIVE FOR A COPY The Cisco implementation of TCP header 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other company (0801R) CONTENTS Preface i Purpose i Audience i Scope i Software Releases ii Document Structure ii Revision History iii Obtaining Documentation, Obtaining Support, and Security Guidelines Documentation Feedback iii CHAPTER Cisco Unified Contact Center Express Overview and Packaging Unified CCX Overview iii 1-1 1-1 Unified CCX Packaging 1-2 Unified CCX Licensing 1-3 Basic IVR Functionality 1-4 Basic ACD Functionality 1-5 Call Routing and Queuing 1-5 Cisco Agent Desktop (CAD) 1-6 IP Phone Agent (IPPA) 1-7 Cisco Supervisor Desktop (CSD) 1-7 Basic CTI Functionality 1-8 Advanced IVR Functionality 1-8 Advanced ACD Functionality 1-9 Call Routing and Queuing 1-10 Cisco Agent Desktop (CAD) 1-10 IP Phone Agent (IPPA) 1-11 Cisco Supervisor Desktop (CSD) 1-11 Advanced CTI Functionality 1-12 Historical Reporting 1-12 Cisco Unified Email Interaction Manager Cisco Unified Web Interaction Manager Quality Management 1-12 1-13 1-15 Workforce Management 1-16 Cisco Unified Contact Center Espress Solution Reference Network Design, Release 6.0(1) Contents CHAPTER Cisco Unified Contact Center Express Solution Architecture Unified CCX Terminology 2-1 2-2 Unified CCX Call Processing 2-4 Unified CCX System Management 2-5 The Unified CCX CTI Server in a High Availability Unified CCX System Cisco CRS Engine and Database Components Monitoring and Recording Components 2-6 2-7 Citrix and Microsoft Terminal Services Support for CAD Unified CCX ASR and TTS 2-10 Cisco Interaction Manager 2-11 Cisco Unified Workforce Optimization 2-12 Workforce Management 2-13 Adherence Service 2-13 Sync Server 2-14 OOC (Odysoft OEDBC Collector) Service Quality Management 2-14 CTI Service 2-15 Sync Service 2-16 WFO Deployment 2-16 2-14 Unified CCX Integration with Unified ICME Software Unified CCX Fault Tolerance 2-19 Licensing 2-20 Cisco CRS Engine Redundancy 2-20 Database Redundancy 2-20 Network Partitioning 2-21 Monitoring and Recording Redundancy Cold Standby Support 2-23 Upgrading to Unified CCX 6.0 CRS 6.0 Software Compatibility CHAPTER 2-9 2-16 2-22 2-24 2-24 Cisco Unified Contact Center Express Deployment Models Unified CCX General Rules for Design 3-3 Unified CCX General Rules for HA Deployment 3-4 Unified CM Co-Resident Deployment Model (1) 3-5 Single-Server Non-HA Deployment Model (2) Multi-Server Non-HA Deployment Model (3) Two-Server HA Deployment Model (4) 3-6 3-6 3-7 Cisco Unified Contact Center Express Solution Reference Network Design, Release 6.0(1) 3-1 2-5 Contents Four-Server HA Deployment Model (5) 3-7 Six-Server HA Deployment Model (6) 3-8 Ten-Server HA Deployment Model (7) 3-9 Other Design Considerations 3-9 Multiple CRS Clusters Integrated with a Single Cisco Unified Communications Manager Cluster 3-10 CHAPTER Basics of Call Center Sizing Terminology 4-1 4-1 Preliminary Information Requirements 4-2 Principal Design Considerations for Call Center Sizing 4-4 Planning Resource Requirements for Call Center Sizing CHAPTER 4-5 Sizing Cisco Unified Contact Center Express and Cisco Unified Communications Manager Servers 5-1 Cisco A2Q Bid Assurance Requirements Sizing Tools 5-1 5-1 Affect of Performance Criteria on the Unified CCX Server Effect of Performance Criteria 5-2 Impact of Performance Criteria on the Unified CM Server(s) CHAPTER Bandwidth, Security, and QoS Considerations 5-2 5-3 6-1 Estimating Bandwidth Consumption 6-1 Cisco Unified Mobile Agent Traffic Profile 6-1 Silent Monitoring Bandwidth Usage 6-2 Silent Monitoring Requestors 6-2 Silent Monitoring Providers 6-2 IP Call Bandwidth Usage 6-4 Bandwidth Requirements for VoIP Monitor Service 6-6 CAD Desktop Applications Bandwidth Usage 6-8 Cisco Agent Desktop Bandwidth Usage 6-9 Cisco Supervisor Desktop Bandwidth Usage 6-10 Cisco Desktop Administrator Bandwidth Usage 6-11 Unified MA Traffic Profile 6-11 Serviceability and Security 6-12 Corporate Data Access 6-12 Port Utilization for Product Revisions 6-13 Ping, NAT, PAT, and Reverse DNS Lookups 6-13 Cisco Unified Contact Center Express Solution Reference Network Design, Release 6.0(1) Contents QoS and Call Admission Control 6-13 Classifying Unified CCX and Application-Related Traffic QoS Considerations for CAD software 6-14 APPENDIX A Server Capacities and Limits APPENDIX B Voice Over IP Monitoring A-1 B-1 Design Considerations for SPAN-Based Services APPENDIX C B-1 Cisco Unified Contact Center Express Integration with LDAP Server INDEX Cisco Unified Contact Center Express Solution Reference Network Design, Release 6.0(1) 6-13 C-1 Preface Purpose This document provides system-level best practices and design guidance for the Cisco Unified Contact Center Express (Unified CCX), Release 6.0 With proper planning, design, and implementation, Unified CCX provides a reliable and flexible voice processing and contact center solution for the enterprise Audience This design guide is intended for the system architects, designers, engineers, and Cisco channel partners who want to apply best design practices for Unified CCX This design guide assumes that the reader is already familiar with the following concepts: • Cisco Unified Communications Manager (Unified CM) Administration • Unified CCX and Cisco Unified IP IVR (Unified IP IVR) administration • General system requirements and network design guidelines available from your local Cisco Systems Engineer (SE) Scope This document describes the various components used to build a Unified CCX system, and it gives recommendations on how to combine those components into an effective solution for your enterprise The following topics are not covered in this design guide: • Installation and configuration of Unified CCX, Unified IP IVR, and Cisco Agent Desktop For more information about these Cisco products, refer to the online product documentation available at Cisco.com • Unified IP IVR programming guidelines Unified CCX is a packaged solution built upon a Cisco software platform called Customer Response Solutions (CRS) The CRS platform supports other solution packages—Unified IP IVR Unified IP IVR is primarily used with Cisco Unified Contact Center Enterprise (Unified CCE) Unlike Unified CCX, the Unified IP IVR solutions not provide ACD and CTI functions In Unified CCE deployments, the ACD and CTI functions are provided by Cisco Unified Intelligent Contact Management Enterprise (Unified ICME), Unified ICME combined with either Unified IP IVR and Unified CM, make up the Unified CCE Solution • Best practices for Contact Service Queues (CSQs) and priority queuing of Unified CCX Cisco Unified Contact Center Express Solution Reference Network Design i Preface • Design guidelines for Cisco Unified Communications common infrastructure and call processing For information on Cisco Unified Communications design, refer to the Cisco Unified Communications Solution Reference Network Design documentation available online at http://www.cisco.com/go/srnd • Unified CCX Voice Browser (using VoiceXML), automatic speech recognition (ASR), and text-to-speech (TTS) best practices For specific information on these topics, refer to the Nuance Communications Inc website at http://www.nuance.com • The call sizing guidelines in this document are intended only to illustrate concepts in providing high-level sizing of call center resources This document is not intended to be an all-inclusive guide to designing and sizing contact centers Each deployment will be different and specific to your system requirements Software Releases Unless stated otherwise, the information in this document applies specifically to Unified CCX Release 6.0 Software releases are subject to change without notice, and those changes may or may not be indicated in this document Refer to the Unified CCX release notes for the latest software releases and product compatibility information Document Structure This guide contains the following chapters and appendices: • Chapter 1, Unified CCX Overview and Packaging, provides an overview of the Unified CCX software and describes the Unified CCX packaging • Chapter 2, Unified CCX Architecture, describes the terminology, call processing, system management, Cisco CRS Engine and Database Service, Monitoring and Recording Services, ASR and TTS, integration with Unified ICME, fault tolerance, upgrades, and software compatibility for Unified CCX • Chapter 3, Unified CCX Deployment Models, describes the various ways Unified CCX can be deployed • Chapter 4, Basics of Call Center Sizing, introduces the basic concepts involved in call center sizing • Chapter 5, Sizing Unified CCX and Cisco Unified Communications Manager Servers, discusses the impact of performance criteria on the Unified CCX and Unified CM servers • Chapter 6, Bandwidth, Security, and QoS Considerations, discusses estimating bandwidth consumption, serviceability and security, and quality of service and call admission control • Appendix A, Server Capacities and Limits, provides a list of server capacities and limits • Appendix B, Voice Over IP Monitoring, provides design considerations for SPAN-based services • Appendix C, Unified CCX Integration with LDAP Server, provides information about directory services • The Index helps you find information in this guide Cisco Unified Contact Center Express Solution Reference Network Design, Release 6.0(1) ii Preface Revision History The following table lists the revision history for this document Revision Date Comments July 18, 2006 First draft review January 4, 2007 Final draft review March 2, 2007 Draft for posting Obtaining Documentation, Obtaining Support, and Security Guidelines For information on obtaining documentation, obtaining support, security guidelines, and also recommended aliases and general Cisco documents, see the monthly What’s New in Cisco Product Documentation, which also lists all new and revised Cisco technical documentation, at: http://www.cisco.com/en/US/docs/general/whatsnew/whatsnew.html Documentation Feedback You can provide comments about this document by sending an email to the following address: ccbu_docfeedback@cisco.com We appreciate your comments Cisco Unified Contact Center Express Solution Reference Network Design, Release 6.0(1) iii Preface Cisco Unified Contact Center Express Solution Reference Network Design, Release 6.0(1) iv Chapter Bandwidth, Security, and QoS Considerations QoS and Call Admission Control A detailed description of QoS is not within the scope of this design guide For QoS design recommendations, refer to the Enterprise Quality of Service Solution Reference Network Design guide available online at: http://www.cisco.com/warp/public/779/largeent/it/ese/networkInfrastructure.html Table 6-10 QoS Classifications for Unified CCX Interfaces Unified CCX Component Interface / Protocol Port DSCP Marking CTI messaging between Unified CCX JTAPI subsystem and Unified CTIQBE CM (both directions) TCP 2748 CS3 HTTP (HTTP Trigger) HTTP TCP 8080 AF21 Database JDBC/ODBC TCP 1433 AF21 E-mail SMTP TCP 25 CS0 Messaging data between Unified CCX and Cisco Agent Desktop CTI TCP 42027 CS3 HTTP (CRS administration page and IPPA interface) HTTP TCP 6293 AF21 QoS Considerations for CAD software The most important network traffic for quality of service consideration in the CAD software is the voice streams sent between VoIP requestors and providers The processes that send and receive these voice streams have been set to have higher priorities than other processing threads This helps assure that there will be no delays in processing these voice streams However, The voice streams themselves contain no QoS markings These markings are stripped off when the voice streams are captured by the VoIP provider's software The networking components used to send these data streams (switches, routers, gateways) should be configured with the appropriate QoS settings to ensure the delivery of these voice streams to meet the intended QoS requirements Cisco Unified Contact Center Express Solution Reference Network Design, Release 6.0(1) 6-14 A P P E N D I X A Server Capacities and Limits This appendix provides a list of server capacities and limits as shown in Table A-1 Table A-1 Server Capacities and Limits Criterion Cisco MCS-7845-H1, MCS-7845-H2, MCS-7845-I1, and MCS-7845-I2 (dual CPU using Win2003 Advanced Server OS) with call duration > minutes Same server described to the left with call duration < minutes Dual CPU Server using Win2003 Advanced Server (except MCS-7845-H1, MCS-7845-H2, MCS-7845-I1, and All Other MCS-7845-I2) with call Supported duration > minutes Servers Number of agents 300 150 200 75 Number of supervisors 32 30 32 10 300 300 300 150 Number of automatic speech recognition 150 (ASR) ports 150 150 75 Number of text-to-speech (TTS) ports 200 200 200 80 Number of Contact Service Queues (CSQs) 150 75 100 25 Number of skills 150 100 100 50 Number of skills with which an agent can 50 associate 50 50 50 Number of CSQs with which an agent can associate 25 25 25 25 Number of skills with which a CSQ can associate 50 50 50 50 Number of CSQs for which a call can queue 25 25 25 25 Number of simultaneous Historical Reporting sessions (during normal contact center hours of operation) 2 (If a supervisor takes a call, the supervisor counts as an agent.) Number of IVR ports Cisco Unified Contact Center Express Solution Reference Network Design, Release 6.0(1) A-1 Appendix A Table A-1 Server Capacities and Limits (continued) Cisco MCS-7845-H1, MCS-7845-H2, MCS-7845-I1, and MCS-7845-I2 (dual CPU using Win2003 Advanced Server OS) with call duration > minutes Criterion Server Capacities and Limits Same server described to the left with call duration < minutes Dual CPU Server using Win2003 Advanced Server (except MCS-7845-H1, MCS-7845-H2, MCS-7845-I1, and All Other MCS-7845-I2) with call Supported duration > minutes Servers Number of simultaneous recording or playback sessions 32 (or 80 with 32 Unified CCX Premium edition and the recording component installed on a separate expansion server) 32 16 Number of simultaneous silent monitoring sessions 32 32 10 Note 30 Systems that use SPAN ports and have more than 200 agents require an expansion server for recording and monitoring Use the Configuration and Ordering tool as the final authority on limits for the servers and to validate any given configuration The Cisco Unified Contact Center Express Configuration and Ordering Tool, is available online at http://www.cisco.com/en/US/partner/products/sw/custcosw/ps1846/prod_how_to_order.html Cisco Unified Contact Center Express Solution Reference Network Design, Release 6.0(1) A-2 A P P E N D I X B Voice Over IP Monitoring Monitoring and recording of agent calls can be supported by two different methods in this release of Unified CCX: • The traditional VoIP monitor Service: captures packets directly from an IP network switch via the switch's Switched Port Analyzer (SPAN) configuration Design considerations for the traditional SPAN-based VoIP monitor Service are provided at the end of this appendix (see Design Considerations for SPAN-Based Services, page B-1) • The Cisco Agent Desktop, also known as Endpoint monitoring or the Desktop Monitoring Service: The agent's IP phone repeats RTP packets to the agent's PC When a supervisor wants to monitor/record the agent, the supervisor application sends a message to the agent desktop to forward the RTP packets to the supervisor, who can then monitor the agent/caller conversation via the sound card on his or her PC This method requires the agent to use the Cisco Agent Desktop (not the IP Phone Agent) and a phone that supports desktop monitoring For the list of phones that support desktop monitoring, please refer to the Cisco CRS Software and Hardware Compatibility Guide, available at: http://www.cisco.com/en/US/products/sw/custcosw/ps1846/products_device_support_tables_list.h tml • Design considerations for the new Desktop (Endpoint) Monitoring Service are provided in Chapter 6, “Bandwidth, Security, and QoS Considerations.” Design Considerations for SPAN-Based Services Traditional SPAN-based VoIP services allows the IP traffic from one or more ports to be copied and sent to a single destination port Be aware if these factors when configuring traditional SPAN-based VoIP monitor services: • If you are using a second network card in the VoIP monitor, make sure that the network card used by the CRS Engine has a higher binding order than the one used by VoIP monitor services Refer the Cisco CAD Installation Guide for detailed information about setting network card binding order • The following switches NOT support SPAN sessions: 1700, 2100, 2800, 2948G-L3, 4840G • Local SPANs (LSPANs) are SPANs where all the source ports and the destination port are physically located on the same switch Remote SPANs (RSPANs) can include source ports that are physically located on another switch The following switches NOT support RSPAN (although they may be an intermediate switch in an RSPAN configuration): 1200, 1900, 2550, 2820, 2900, 2900XL, 2926GS, 2926F, 2926GL, 2926T, 2948G, 2950, 2980G, 3000, 3100, 3200, 3500XL, 3524-PWR XL, 3508GL XL, 5000, 5002, 5500, 5505, 5509 Cisco Unified Contact Center Express Solution Reference Network Design, Release 6.0(1) B-1 Appendix B Voice Over IP Monitoring Design Considerations for SPAN-Based Services • Some switches not allow the destination port of a SPAN configuration to act as a normal network connection The only traffic that can flow through this port is the traffic copied from the SPAN source ports; this requires the computer running the VoIP monitor service to have two network connections (NICs) to function properly The following switches NOT support normal network traffic on SPAN destination ports: 2950, 3000, 3100, 3200, 3550 • In some configurations, the VoIP Monitor service can receive duplicate voice packets, which causes poor speech quality To avoid this, only Ingress packets to a port are sent to the VoIP monitor service This is a setting for SPAN, which the following switches NOT support: 1900, 2820, 2900, 2900XL, 3000, 3100, 3200, 3500XL • In some switches, SPAN cannot use VLANs as sources, which is known as VSPAN In that case, SPAN must designate individual ports to use for monitoring The following switches NOT support VSPAN: 1200, 1900, 2820, 2900XL, 2950, 3000, 3100, 3200, 3500XL, 3524-PWR XL For more information, refer to the Voice Over IP Monitoring Best Practices Deployment Guide Table B-1 gives the limits to the number of SPAN and RSPAN sessions that can exist on a switch: Table B-1 SPAN AND RSPAN Switch-Based Session Limits Switch Model Maximum SPAN Sessions Allowed 1200 1900 2820 2900 2900XL 2926GS 2926GL 2926T 2926F 2948G 2950 2980G 3000 3100 3200 3500XL 3524-PWR XL 3508GL XL 3550 3750 4003 4006 4912G 5000 Cisco Unified Contact Center Express Solution Reference Network Design, Release 6.0(1) B-2 Appendix B Voice Over IP Monitoring Design Considerations for SPAN-Based Services Table B-1 SPAN AND RSPAN Switch-Based Session Limits Switch Model Maximum SPAN Sessions Allowed 5002 5500 5505 5509 6006 30 6009 30 6506 30 6509 30 6513 30 Cisco Unified Contact Center Express Solution Reference Network Design, Release 6.0(1) B-3 Appendix B Design Considerations for SPAN-Based Services Cisco Unified Contact Center Express Solution Reference Network Design, Release 6.0(1) B-4 Voice Over IP Monitoring A P P E N D I X C Cisco Unified Contact Center Express Integration with LDAP Server Cisco Unified Contact Center Express (Unified CCX) uses directory service to store configuration information and access user and resource information Lightweight Directory Access Protocol (LDAP) is a standard to access and modify the information in a directory This appendix talks about some best practices when using LDAP directory with Unified CCX Currently Unified CCX supports three types of directory services, Cisco Unified Communications Manager (Unified CM) Data Connection (DC) directory, Microsoft Active Directory (AD) and Netscape Directory (ND) You can configure the LDAP server for user information under Unified CM LDAP Server Information page of CRS Administration And the CRS configuration LDAP server can be configured under CRS LDAP Server Information page Although the LDAP server configuration for these two types of information is separate, you should use the same LDAP server that is configured on Unified CM Since user authentication requires access to user database in LDAP server, if LDAP server is down or unavailable, you cannot access the CRS Administration web interface and agents cannot log in Thus, be sure to install a redundant LDAP server to provide high availability If Microsoft Active Directory is used, special users for JTAPI and RmCm subsystems are created, and the password can be entered in CRS Administration However, the password must also be entered in AD using tools provided by the supplier (for example, Microsoft ADSI Edit for Active Directory) The password entered must match the password entered in CRS Administration In release 6.0, CRS supports child domain for agents Unified CCX releases before release 6.0 allowed the sharing of applications among CRS systems In release 6.0, applications are stored in the cluster's database repository, so applications cannot be shared between clusters any more In scenarios where multiple CRS clusters are referencing the same LDAP instance, each cluster has visibility to all Resources Any LDAP user that has been assigned a Unified CCX extension will be listed as a Resource in CRS Administration for each CRS cluster Since a Resource can only be associated with one CRS cluster, this requires that the Administrator be aware of which resources are associated with each cluster The Administrator can mitigate the confusion by having a unique naming convention for Resources associated with a particular CRS cluster Since CRS synchronizes with LDAP for user information every 10 minutes, a directory with a large number of agents may take a long time to synchronize and this can impact the network and server performance Cisco Unified Contact Center Express Solution Reference Network Design, Release 6.0(1) C-1 Appendix C Cisco Unified Contact Center Express Integration with LDAP Server For the provisioning instructions of LDAP Server on Unified CCX and specific information on directory configuration, including migration between DC, AD, and ND, consult Chapter of the Cisco Customer Response Solutions Administration Guide, Release 6.0 http://www.cisco.com/en/US/products/sw/custcosw/ps1846/products_installation_and_configuration_g uides_list.html For more information on directory access and integration, please refer to Chapter 14 of Cisco Unified Communications Solution Reference Network Design at: http://www.cisco.com/warp/public/779/largeent/it/ese/unifiedCommunications.html Cisco Unified Contact Center Express Solution Reference Network Design, Release 6.0(1) C-2 INDEX for VoIP Monitor Service A IP Phone call usage A2Q bid assurance 5-1 6-12 silent monitoring usage C-1 Adherence service 6-4 per-call packet size requirements accessing corporate data stores Active Directory 6-6 6-4 6-2 Barge-in 2-13 with CSD Advanced ACD features 1-9 1-11 Basic ACD features 1-5 Advanced CTI features 1-12 Basic CTI features 1-8 Advanced IVR features 1-8 Basic IVR features 1-4 agents 6-1 BHCA service level goal AHT 4-2 bid assurance, A2Q requirements 4-2 blocked calls application integration with CAD 5-1 4-2 Busy Hour Call Attempts (BHCA) 4-2 1-10 Architecture 2-1 C ASR integration 1-9 resource allocation servers 4-2 CAC 2-10 call admission control (CAC) 2-10 call blockage audience for this guide 1-i with CAD 1-12 call flow example 4-4 2-4 call recording playback and exports Automatic Speech Recognition (ASR) average handle time (AHT) 4-1 principal steps and design considerations 1-11 with CSD 6-13 4-2 call center sizing automatic failover AXL network 6-13 4-2 2-19 2-10 with CSD 1-12 call routing and queueing capacities of servers 1-10 A-1 Catalyst switches max SPAN sessions allowed B B-2 Cisco CRS Engine bandwidth by Codec estimating 6-1 functions 6-5 Cisco Interaction Manager 6-1 for desktop applications 2-6 6-8 2-11 Cisco Unified Communications Manager cluster, deploying with CRS 3-10 Cisco Unified Contact Center Express Solution Reference Network Design, Release 6.0(1) IN-1 Index Cisco Unified Email Interaction Manager (EIM) features licensed components approved 1-13 Cisco Unified Email Interaction Manager (Unified EIM) data store access Cisco Unified Web Interaction Manager (Unified WIM) agent 6-12 2-6 configuration 1-13 Cisco Unified Web Interaction Manager (WIM) features 1-8 data stores 1-12 overview 1-8 databases 1-13 overview integration historical repository 1-14 licensed components 2-6 2-6 2-6 deployment models 1-14 Citrix Four-server HA 3-1 3-7 support for CAD 2-9 multi-server non-HA terminal services 2-9 single-server non-HA classification of traffic Six-server HA difference from Unified CM maximum size 2-19 3-9 two-server HA cluster 3-6 3-8 Ten-server HA 6-13 3-6 3-7 Unified CM co-resident 2-6 codec desktops G.711 6-5 CAD features G.729 6-5 Cisco Agent Desktop cold standby support compatibility CSD features 6-13 DC 6-3 corporate data stores CSD Record Viewer 2-3 Microsoft Active Directory 6-12 CRS clusters, integrating with Unified Communications Manager cluster 3-10 2-8 Netscape iPlanet supported 2-3 2-3 Netscape Directory 2-19 DNS lookups 2-15 C-1 Unified CM DC Directory CTI Manager Unified CM subsystem 2-3 directory services CTI 2-19 6-13 document structure DSCP markings 1-ii 6-13 E e-mail generation Cisco Unified Contact Center Express Solution Reference Network Design, Release 6.0(1) IN-2 B-2 directories representation database 2-5 1-7, 1-11 SPAN configuration 4-5 contact center port group 2-5 destination ports 2-24 Configuration and Ordering Tool CTI service 1-6, 1-10 Cisco Supervisor Desktop 2-23 Committed Access Rate (CAR) D 3-5 1-9 C-1 Index end-to-end queuing ports 6-13 Erlang calculators 4-2, 4-5 sizing ports 4-3, 4-5 examples 4-5 IVR port call recording 1-9 Sizing Unified CCX Standard Application with 25 Agents 4-5 Standard Resource Calculator Basic Example Standard Resource Calculator Call Treatment Example 4-8 4-6 J Java support 1-9 JTAPI defined F 2-2 trigger fault tolerance user 2-19 Cisco CRS Engine redundancy cold standby 2-2 2-3 2-20 2-23 L database redundancy 2-20 monitoring and recording redundancy 2-22 LDAP directory 2-3 LDAP server integrating Unified CCX with G Licensing grade of service 2-20 licensing 4-2 C-1 1-3 IVR ports by package 1-3 product components by seat license H LSPAN High Availability M 1-12 2-5 history of this guide HTTP triggers B-1 2-19 historical reporting historical reports 1-4 managing the Unified CCX system 1-iii 2-5 Media Resource Control Protocol (MRCP) 1-8 2-10 monitoring desktop I remotely interfaces Monitoring Server 1-11 2-22 2-7 6-14 N IP Phone Agent (IPPA) features 1-9 Monitoring and Recording redundancy Intercept with CSD 2-7 1-7, 1-11 SPAN port server NAT 2-9 Network Address Translation (NAT) IVR average port usage time 6-13 4-2 network partitioning 6-13 2-21 Cisco Unified Contact Center Express Solution Reference Network Design, Release 6.0(1) IN-3 Index NIC utilization B-2 processing packets preface 2-8 6-13 1-i preliminary information protocols O 4-2 6-13, 6-14 provisioning (See sizing) PSTN On-Demand Agent Call Recording with CSD 4-1 purpose of this guide 1-11 1-i On-Demand Call Recording with CAD 1-11 OOC (Odysoft ODBC Collector) Service 2-14 Q QoS 6-1, 6-13 QoS mechanisms P for WAN bandwidth use 6-7 Quality Management packaging Advanced ACD features 1-9 1-15 Advanced CTI 1-12 licensed components Advanced IVR 1-8 overview Basic ACD 1-15 1-15, 2-14 Quality of Service (QoS) 1-5 Basic CTI 1-8 queue ports Basic IVR 1-4 6-1, 6-13 queuing functionality included primary functions percent blockage prioritized 1-2 4-2 R real-time reports 5-2 effects of redundant used by CAD 6-13 Port Address Translation (PAT) 2-8 6-13 1-ii remote silent monitoring 1-9 remote supervisory monitoring reports gateway 4-1 interfaces 6-14 historical 2-5 real-time 2-5 resource requirements 4-2 protocols 6-14 revisions history PSTN 4-1 routing queue 4-2 agent sizing 4-5 agent skill 1-10 1-10 Cisco Unified Contact Center Express Solution Reference Network Design, Release 6.0(1) IN-4 2-7 releases of software 6-13 Policy Based Routing (PBR) ports 2-5 Recording Server 5-2 Ping IVR 1-10 1-2 performance criteria categories 4-2 1-iii 4-5 2-9 Index competency based RSPAN software releases (versions) 1-10 source ports B-1 RTP streams SPAN configuration 2-8 rules for design SPAN 3-3 rules for HA deployment B-2 B-1 port monitor server 3-4 2-9 SPAN port monitoring Sync Server scope of this guide 2-16 1-i script button with CAD T 1-10 TCP ports 6-1, 6-12 servers 6-13 terminology capacities 4-1 Text-to-Speech (TTS) A-1 limits A-1 traffic classification sizing 5-1, A-1 Traffic Shaping serviceability integration 4-2 silent monitoring remote resources 1-11 bandwidth usage providers 6-13 1-9 2-10 U 1-9 6-2 Unified CCX sizing Configuration and Ordering Tool call center 4-1 deployment models Configuration and Ordering Tool document 4-5 IVR ports 4-5 Unified CCX server 6-14 5-1 solution architecture 5-1 terminology sizing tools descriptions 2-2 5-1 5-1 Unified CM cluster approach 2-19 2-6 sizing tool Cisco CRS Engine 2-6 system performance Recording 2-6 2-6 2-16 3-5 software components Monitoring 2-1 Unified CCX Gateway PG Configuration & Ordering Tool Database 3-1 1-1 sizing the server 5-1, A-1 4-5 6-14 protocols 4-5 interfaces overview 4-2 example calculations servers 6-13 6-2 6-2 requestors 2-10 TTS 6-12 service level 2-22 2-14 Sync service S security 1-ii 5-2 5-3 Unified ICME software integration with Unified CCX 2-16 2-6 Cisco Unified Contact Center Express Solution Reference Network Design, Release 6.0(1) IN-5 Index Unified MA 6-1 Unified MA Traffic Profile 6-1 V versions of software Voice Gateway 1-ii 2-19 Voice over IP monitoring Voice XML VSPAN B-1 1-9 B-2 W Workforce Management features 1-17 licensed components overview 2-13 1-17 1-16 Workforce Optimization deployment guidelines work mode 2-16 1-10 wrap-up mode 1-10 Cisco Unified Contact Center Express Solution Reference Network Design, Release 6.0(1) IN-6 ... Unified Contact Center Express Solution Reference Network Design, Release 6.0(1) 1-17 Chapter Cisco Unified Contact Center Express Overview and Packaging Workforce Management Cisco Unified Contact. .. historical data store contains Contact Call Detail Records (CCDRs) Cisco Unified Contact Center Express Solution Reference Network Design, Release 6.0(1) 2-6 Chapter Cisco Unified Contact Center Express... Cisco Unified Contact Center Express (Unified CCX), Release 6.0 With proper planning, design, and implementation, Unified CCX provides a reliable and flexible voice processing and contact center