Release Note

ManualsBrandsCisco ManualsContact CenterCisco Unified Contact Center Enterprise 11.5(1)

Cisco Unified ICM/Unified CC Enterprise & Hosted Editions, Releases 7.0(0) SR1 – SR4 and 7.1(x) Rev. 1.14

Hardware and System Software Specification

Contents

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

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

2 REFERENCES............................................................................................................................................................... 3

2.1 NOTE ON CISCO PRODUCT NAMES .......................................................................................................................... 3

3 SERVERS FOR CISCO CONTACT CENTER APPLICATIONS ..........................................................................4

4 SERVER HARDWARE CONFIGURATION GUIDELINES ..................................................................................5

4.1 UNIFIED CONTACT CENTER MANAGEMENT PORTAL DATA STORAGE AND BACKUP ............................................... 8

4.1.1 Database Sizing ................................................................................................................................................. 8

5 SOFTWARE UPGRADE CONSIDERATIONS......................................................................................................... 9

5.1 UPGRADING TO ICM/IPCC RELEASE 7.0(0)............................................................................................................9

5.2 INSTALLING ICM/IPCC MAINTENANCE RELEASE 7.1(X)...................................................................................... 11

6 ICM/IPCC CONFIGURATION LIMITS AND SCALABILITY CONSTRAINTS .............................................11

7 ICM/IPCC HARDWARE AND SOFTWARE REQUIREMENTS........................................................................ 14

7.1 IPCC ENTERPRISE EDITION HARDWARE REQUIREMENTS ..................................................................................... 15

7.1.1 Notes on Agent Capacity Calculation.............................................................................................................. 15

7.1.2 New Deployments and Technology Refresh..................................................................................................... 17

7.1.3 Common Ground Upgrade.............................................................................................................................. 19

7.1.4 Unified Contact Center Management Portal...................................................................................................21

7.2 SYSTEM IPCC ENTERPRISE HARDWARE REQUIREMENTS...................................................................................... 22

7.3 ICM ENTERPRISE EDITION HARDWARE REQUIREMENTS.......................................................................................23

7.3.1 Note on Agent Capacity................................................................................................................................... 23

7.3.2 New Deployments and Technology Refresh..................................................................................................... 23

7.3.3 Common Ground Upgrade.............................................................................................................................. 24

7.4 IPCC HOSTED EDITION HARDWARE REQUIREMENTS............................................................................................ 26

7.4.1 Unified Contact Center Management Portal Hardware Requirements........................................................... 27

7.4.1.1 Two Physical Drive Layout ..................................................................................................................................... 27

7.4.1.2 Network ................................................................................................................................................................... 27

7.5 ICM HOSTED EDITION HARDWARE REQUIREMENTS ............................................................................................. 28

7.6 ICM/IPCC COMMON COMPONENT SERVER REQUIREMENTS ................................................................................ 29

7.6.1 ICM Router...................................................................................................................................................... 29

7.6.2 ICM Logger ..................................................................................................................................................... 29

7.6.2.1 New Deployment and Technology Refresh Upgrade............................................................................................... 30

7.6.2.2 Common Ground Upgrade....................................................................................................................................... 30

7.6.3 AW – Distributor, HDS, and WebView Server ................................................................................................ 31

7.6.3.1 New Deployment and Technology Refresh Upgrade............................................................................................... 32

7.6.3.2 Common Ground Upgrade....................................................................................................................................... 34

7.6.3.3 Dedicated WebView Server.....................................................................................................................................35

7.6.4 AW – Real-Time Distributor............................................................................................................................ 36

7.6.5 AW – Real-Time Client only (Client AW) ........................................................................................................ 36

7.6.6 WebView Client and Internet Script Editor ..................................................................................................... 37

7.6.7 VRU Peripheral Gateway (PG)....................................................................................................................... 37

7.6.8 IPCC Gateway................................................................................................................................................. 38

7.6.9 TDM ACD Peripheral Gateway (PG) ............................................................................................................. 38