Release Note

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

6BICM/IPCC Hardware and Software Requirements

7.6.17 Cisco Data Store

The Cisco Data Store server must be deployed standalone and cannot be installed on any ICM or Siebel Communication Server.

Table 7.55: Cisco Data Store Servers

Capacity

(agents)

Server Hardware Other requirements and remarks

20,000 CDS for Siebel MCS-40-003-Class Maximum 50 CTI Drivers for Siebel can connect to the

CDS Server

See CTI Supported Platforms

7.6.18 CRM Connector

For additional CTI compatibility information, please refer to the CTI Compatibility matrix which can be found at:

http://cco/en/US/products/sw/custcosw/ps14/prod_technical_reference_list.html

7.6.18.1 CRM Connector for Salesforce.com, PeopleSoft and Microsoft CRM 3.0

7.6.18.1.1 CRM Connector Server

The CRM Connector server provides the Unified CC Enterprise solution connectivity for CRM Adapters for the

Saleforce.com, PeopleSoft and Microsoft CRM 3.0; it must be deployed on a standalone system. It must not be co-

resident with other Unified CC Enterprise solution components.

See CRM Connector Supported Platforms

for operating system requirements for the CRM Connector server.

Table 7-56: 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.

7.6.18.1.2 CRM Connector Server Administration Tool

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

requirements.