Release Note

Cisco Unified ICM/Unified CC Enterprise & Hosted Editions, Release 7.2(x) Rev. 1.30
Hardware and System Software Specification
4BSoftware Upgrade Considerations
©2010 Cisco Systems, Inc. 23
5.4 Unified System Contact Center Enterprise Hardware Requirements
NOTE: Agent capacity is further decreased for mobile agents. For more details about sizing mobile agents please refer
to Cisco Unified Contact Center Enterprise 7.x Solution Reference Network Design (SRND) at
http://www.cisco.com/go/srnd.
Option 1 - Supports up to: 450 agents
This solution requires the following servers:
1. Central Controller + Agent/IVR Controller – Router, Logger, Outbound Campaign Manager + System CCE System
PG, CTI OS, and optionally CAD Services co-located
2. Administration and Reporting – Administrative Workstation, WebView, HDS, System CC Web Administration
Server
Table 5-15: Central Controller + Agent/IVR Controller Servers, Unified SCCE, up to 450 Agents
Server Class Capacity (agents)
Central Controller +
Agent/IVR Controller
(without CAD Services)
Central Controller +
Agent/IVR Controller
(with CAD Services)
MCS-30-004-Class 100 N/A
MCS-40-005-Class 450 100
Option 2 - Supports up to: 2000 agents
This solution requires the following servers:
1. Central Controller – Contains the Router, Logger, Outbound Campaign Manager
2. Agent/IVR Controller – System CCE System PG, CTI OS, and optionally CAD
Services co-located
3. Administration and Reporting – Administrative Workstation, WebView, HDS, Unified CC Web Administration
Server
Table 5-16: Central Controller, Agent/IVR Controller Servers, Unified SCCE, up to 2000 Agents
Server Class Capacity (agents)
Central Controller
server
Agent/IVR Controller
(without CAD Services)
Agent/IVR Controller
(with CAD services)
MCS-30-004-Class N/A 450 297
MCS-40-005-Class 2000 2000 1000