Release Note

ManualsBrandsCisco ManualsCollaboration EndpointsCisco ICM Spectrum Gateway Feature

Cisco Unified ICM/Unified CC Enterprise & Hosted Editions, Release 7.2(x) Rev. 1.30

Hardware and System Software Specification

Contents

iii

Contents

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

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

2 REFERENCES ........................................................................................................................................................ 4

2.1 NOTE ON CISCO PRODUCT NAMES ..................................................................................................................... 4

3 SERVERS FOR CISCO CONTACT CENTER APPLICATIONS ....................................................................... 5

4 SERVER HARDWARE CONFIGURATION GUIDELINES ............................................................................... 6

4.1 UNIFIED CONTACT CENTER MANAGEMENT PORTAL DATA STORAGE AND BACKUP .............................................. 9

4.1.1 Database Sizing........................................................................................................................................... 9

5 SOFTWARE UPGRADE CONSIDERATIONS .................................................................................................. 10

5.1 UPGRADING TO UNIFIED ICM/UNIFIED CONTACT CENTER RELEASE 7.0(0)........................................................ 10

5.2 INSTALLING UNIFIED ICM/UNIFIED CONTACT CENTER MAINTENANCE RELEASES ............................................. 12

5.2.1 Unified ICM/Unified Contact Center Configuration Limits and Scalability Constraints ............................ 12

5.2.2 Unified ICM/Unified Contact Center Hardware and Software Requirements ............................................. 15

5.3 UNIFIED CONTACT CENTER ENTERPRISE HARDWARE REQUIREMENTS ............................................................... 17

5.3.1 Notes on Agent Capacity Calculation ........................................................................................................ 18

5.3.2 New Deployments and Technology Refresh ............................................................................................... 18

5.3.3 Common Ground Upgrade ........................................................................................................................ 20

5.3.4 Unified Contact Center Management Portal.............................................................................................. 21

5.3.5 Remote Silent Monitoring .......................................................................................................................... 22

5.4 UNIFIED SYSTEM CONTACT CENTER ENTERPRISE HARDWARE REQUIREMENTS .................................................. 23

5.5 UNIFIED ICM ENTERPRISE HARDWARE REQUIREMENTS .................................................................................... 25

5.5.1 Note on Agent Capacity............................................................................................................................. 25

5.5.2 New Deployments and Technology Refresh ............................................................................................... 25

5.5.3 Common Ground Upgrade ........................................................................................................................ 26

5.6 UNIFIED CONTACT CENTER HOSTED HARDWARE REQUIREMENTS ..................................................................... 28

5.6.1 Unified Contact Center Management Portal Hardware Requirements ....................................................... 29

5.6.1.1 Drive Partition Layout ..................................................................................................................................... 29

5.6.1.2 Network ............................................................................................................................................................ 29

5.7 UNIFIED ICM HOSTED HARDWARE REQUIREMENTS.......................................................................................... 31

5.8 UNIFIED ICM/UNIFIED CONTACT CENTER COMMON COMPONENT SERVER REQUIREMENTS ................................ 32

5.8.1 Unified ICM/Unified Contact Center Router ............................................................................................. 32

5.8.2 Unified ICM/Unified Contact Center Logger ............................................................................................. 33

5.8.2.1 New Deployment and Technology Refresh Upgrade .......................................................................................... 33

5.8.2.2 Common Ground Upgrade ................................................................................................................................ 34

5.8.3 AW – Distributor, HDS, and WebView Server ........................................................................................... 35

5.8.3.1 New Deployment and Technology Refresh Upgrade .......................................................................................... 37

5.8.3.2 Common Ground Upgrade ................................................................................................................................ 38

5.8.3.3 Dedicated WebView Server .............................................................................................................................. 40

5.8.4 AW – Real-Time Distributor ...................................................................................................................... 41

5.8.5 AW – Real-Time Client only (Client AW) .................................................................................................. 41

5.8.6 WebView Client and Internet Script Editor ................................................................................................ 41

5.8.7 VRU Peripheral Gateway (PG) ................................................................................................................. 42

5.8.8 Unified Contact Center Gateway ............................................................................................................... 43

5.8.9 TDM ACD Peripheral Gateway (PG) ........................................................................................................ 43

5.8.10 Unified ICM/Unified CC SS7 Network Interface Option ....................................................................... 45