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

See CRM Connector Supported Platforms for operating system requirements for the CRM Connector server.

Table 5-61: CRM Connector Server

Server Class *Capacity

(agents)

Call Rate

(calls / sec.)

Other requirements and remarks

MCS-30-004-Class 900 7.5 See: CRM Connector Supported Platforms

MCS-40-005-Class 1800 15 See: CRM Connector Supported Platforms

* The above dimensioning guidelines and parameters were developed in a lab testing environment that

included a test CRM system setup or an equivalent CRM simulator. Actual quality of service (delays,

responsiveness, etc.) experienced by the contact center agents may vary from the above dimensioning

guidelines/parameters. These variations include structure and size of the CRM database, overall level of the

CRM tuning, intensity of the contact processing workflow(s), as well as other CRM configuration and

topology variables outside of the scope of the Cisco connector. It is for this reason that Cisco highly

recommends an in-house load test early in a connector deployment project to make sure that the total quality

of service under load is satisfactory.

5.8.18.1.2 CRM Connector Server Administration Tool

The Administration Tool is usually installed on the CRM Connector Server. See CRM Connector Server for

system requirements.

5.8.18.1.3 CRM Connector Adapter for Salesforce.Com

The Salesforce.com adapter is used in conjunction with the CRM Connector Server, which is a separate

component of the Unified CC Enterprise solution. This Adapter is installed on the agent desktop and

connects to the CRM Connector Server via .NET remoting.

Table 5-62: CRM Connector Adapter for Salesforce.com

Server Class Type Hardware, software requirements and remarks

GEN-10-005-Class CRM Adapter client. Operating system and other software

See: CRM Connector Supported Platforms

Other hardware Requirements

100/1000 Ethernet port

For additional information on the Salesforce.com CRM visit the http://www.salesforce.com/ web site.

5.8.18.1.4 CRM Connector Adapter for PeopleSoft

The PeopleSoft adapter is used in conjunction with the CRM Connector Server, which can be a part of the

Unified CC Enterprise solution configuration. This adapter is installed with the PeopleSoft CRM product.