Unified Contact Center Sizing Solution

Unified Contact Center Sizing Solution
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This chapter describes how to use the Collaboration Sizing Tool for calculating the capacity required for components in a Cisco Unified Communications
solution that includes Unified Contact Center Enterprise.
Note
You can also select Cisco Unified Contact Center Express (Unified CCX) as the contact center component of a Unified Communications solution. For
instructions on sizing Unified CCX as part of a System Release or Compatible Components sizing scenario, see Size Unified Contact Center Express.
Effect of Sizing Variables on Unified CCE Components
Identify Unified CCE Components
Describe Inbound Unified CCE Traffic
Describe Outbound Unified CCE Traffic
Identify Unified CCE Options
Describe Reporting Options
Describe Unified CVP Options
Describe Unified IP IVR Options
Size Unified Contact Center Express
Copyright 2015, Cisco Systems, Inc. All rights reserved.
Effect of Sizing Variables on Unified CCE Components

This section describes the major sizing variables and how they affect the capacity of the various Unified Contact Center Enterprise (CCE) components.
By design, Unified CCE is highly scalable and can be configured for many different deployment and call routing scenarios. Optimal sizing and component
configuration for a given deployment varies based on a number of factors, which are described briefly in this section:
z
General Sizing Factors
Traffic Flow and Unified CCE Sizing
General Sizing Factors

Many variables in the Unified CCE configuration and deployment options can affect the hardware requirements and capacities. These factors include the
following:
z
Call rate (BHCA, calls per second)
Call scenario complexity (including outbound, Mobile agents, and so forth)
Number of concurrent agents logged in to the system
Number of objects (Skill Groups, Services, Call Types, Agents, and so forth)
Total number of skills and Skill groups per agent
Amount of attached call data (ECC variables)
Number of sites/peripherals (PGs)
Routing script complexity
Server hardware class
Proper sizing of Unified CCE components requires analysis beyond the number of agents and busy hour call attempts. Configurations with multiple skill groups
per agent, significant call queuing, and other factors contribute to the total capacity of any individual component. Careful planning and discovery in the pre-sales
process should uncover critical sizing variables, and these considerations should be applied to the final design and hardware selection.
Correct sizing and design can ensure stable deployments for large systems. For smaller deployments, cost savings can be achieved with careful planning and
co-resident Unified ICM components (for example, Progger, Rogger, and Agent PG).
Additionally, designers should pay careful attention to the sizing variables that will impact sizing capacities such as skill groups per agent. Although it is often
difficult to determine these variables in the pre-sales phase, it is critical to consider them during the initial design.
The following table shows specific sizing factors to be considered.
Unified CCE Sizing Factors
Sizing Factor
Explanation
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Service Level Goal
The service level goal should be realistic, because a higher service level goal reduces the number
of queueing ports that are allocated. If the Collaboration Sizing Tool is applied with a realistic
service level, it provides a more accurate number of ports.
Busy Hour Call Attempts
As BHCA increases, there is an increase in the load on all Unified CCE components, most notably
on Cisco Unified Communications Manager, IVR, and the Cisco Unified CM PG.
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Every business has a different call load throughout the day or the week, and agents must be
staffed accordingly (using different shifts or staffing levels). Customer Relationship Management
(CRM) and historical reporting data help to fine-tune your provisioning computations to maintain or
improve service levels.
Call Types
The call type is also an important metric that will impact performance of most Unified CCE server
components. An increase in the number of transfers and conferences will increase the load on the
system and, thus, decrease the total capacity.
PSTN Trunks, IVR Resources, and ICM

Resources
If the call center receives different incoming call loads on multiple trunk groups, additional trunks
would be required to carry the same load using one large trunk group.
As IVR script complexity increases with features such as database queries, the load placed upon
the IVR server and the Router also increases.
In deployments where the IVR is also used for self-service applications, the self-service
applications are in addition to the Unified CCE load and must be factored into the sizing
requirements
The IVR places calls in a queue and plays announcements until an agent answers the call. For
sizing purposes, it is important to know whether the IVR will handle all calls initially (call treatment)
and direct the callers to agents after a short queuing period, or whether the agents will handle calls
immediately and the IVR will queue only unanswered calls when all agents are busy. This affects
the performance of the Unified ICM Router/Logger and Voice Response Unit (VRU) PG.
As the complexity and/or number of Unified ICM scripts increase, the processor and memory
overhead on the Unified ICM Router and VRU PG will increase significantly. The delay time
between replaying Run VRU scripts also has an impact.
Marketing Campaigns and Peak

Sporadic Activity
Erlang traffic models are not designed for short peaks (bunched-up calls), but a good
approximation is to use a shorter busy interval, such as 15 minutes instead of 60 minutes, and to
input the expected call load during the busiest 15 minutes to compute required agents and
resources.
Agent and Supervisor Staffing
Agent absenteeism can cause service levels to go down, requiring additional trunks and IVR
queuing ports because more calls will be waiting in queue longer and fewer calls will be answered
immediately.
The number of skill groups per agent (which is independent of the total number of skills per
system) has significant effects on the CTI OS Server, the Agent PG, and the Unified ICM Router
and Logger.
Cisco recommends that you limit the number of skill groups per agent to 5 or fewer, when possible,
and that you periodically remove unused skill groups so that they do not affect system
performance.
You can also manage the effects on the CTI OS server by increasing the value for the frequency of
statistical updates.
The number of supervisors and team members per supervisor can also be a factor impacting the
CTI OS Server performance. Cisco recommends that you distribute your agents and supervisors
across multiple teams and have each supervisor monitor only a small number of agents.
Growth and Confidence Factors
Allow for growth, unforeseen events, and load fluctuations. Increase trunk and IVR capacity to
accommodate the impact of these events (real life) compared to Erlang model assumptions.
CTI OS Impacts
A CTI OS Monitor Mode application can impact the performance of the CTI OS Server. CTI OS
supports only two such applications per server pair. Depending on the filter specified, the impact on
the CPU utilization might degrade the performance of the Agent PG. The skill group statistics
refresh rate can also have an effect on the performance of CTI OS Server. Cisco requires that you
do not lower the refresh rate below the default value of 10 seconds.
Reporting and Third-Party Databases
Real-time reporting can have a significant effect on Unified CCE servers. A separate server is
required for an Administrative Workstation (AW) and/or Historical Data Server (HDS) to off-load
reporting overhead. Carefully examine connectivity of any Unified CCE solution component to an
external device and/or software to determine the overall effect on the solution.
Extended Call Context (ECC)
The ECC usage impacts PG, Router, Logger, and network bandwidth. There are many ways that
ECC can be configured and used. The capacity impact will vary based on ECC configuration.
Traffic Flow and Unified CCE Sizing
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Traffic flow impacts the sizing of Unified Contact Center Enterprise resources. It is helpful to understand the anatomy of an inbound call center call as it relates
to the various resources used and the holding time for each resource. The following figure shows the main resources used and the occupancy (hold/handle
time) for each of these resources.
Inbound Call Timeline
Ring delay time (network ring) should be included if calls are not answered immediately. This delay could be a few seconds on average, and it should be added
to the trunk average handle time. The events that occur during an inbound call to a local agent include the following:
z
Ring - Network transmission
IVR answers - Treatment/queue delay
Agent answers - Agent talk time
Agent hangs-up - Wrap-up time
Agent ready
The call timeline includes the following factors that affect contact center sizing:
z
Call talk time
Wrap-up time
Network post dial delays
The trunk is not occupied during agent wrap-up time, and this affects agent sizing.
With a mobile agent, an additional Ring event and network delay is introduced after the Unified IP IVR answers and before the agent answers. This occupies the
egress trunk from the time the mobile agent answers until he hangs up. In a "nailed up scenario" the egress trunk is reserved for the agent's use (not shown).
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In an outbound transfer to an agent, the ingress trunk is occupied except during the agent wrap-up time. During an outbound transfer to an Unified IP IVR, the
IVR is occupied between the time the call is transferred and the time the IVR or called party hangs up. During outbound transfer to an agent, the agent is
occupied for a longer time and egress trunks are occupied longer.
With an inbound mobile agent using a nailed-up line, the time the egress trunk is occupied is greatly increased. The nailed-up line is allocated to the agent when
he or she logs into the system and remains dedicated to the agent until log out.
The traffic mix, which refers to different calls with different attributes (inbound, outbound, handle times, and so forth), also impacts resource sizing
Identify Unified CCE Components

To size a system release solution that includes Unified Contact Center Enterprise, begin as described in Core Component Sizing for a Collaboration Solution,
and select a version of UCCE along with the other components for the solution. After you select Unified Contact Center Enterprise as part of the solution, click
Continue, and the sizing tool will provide a page with input fields (Inbound traffic, Outbound Traffic, and VRU PlatformType) for Unified Contact Center
Enterprise.
When you continue to the next sizing tool page, more Unified Contact Center Enterprise options will be listed near the top of the navigation list on the right side
of the page. The sections of the sizing tool that correspond to these options allow you to describe the Unified CCE components before sizing Unified CM and
other components.
To size a solution including Unified Contact Center Enterprise, perform the following steps:
Procedure
Step 1
After you make an initial selection of either Systems Release Sizing or Compatible Components Sizing, click Continue and specify a
version of Unified Contact Center Express in the field provided on the Identify Components page. After you are finished identifying
the other components for your solution, click the Continue option again.
A Unified CCE Component Selection page will be displayed.
Step 2
On the Unified CCE Component Selection page, specify the appropriate options for your solution:
z
Inbound Taffic (Yes or No)
Outbound Traffic (Yes or No)
VRU Type (either Unified CVP or Unified IP IVR)
Note
Step 3
You must choose Yes for at least one of either Inbound Traffic, or Outbound Traffic. The options that appear on the
subsequent sizing tool page (inbound traffic or outbound traffic options) will depend on your selection.
After you specify the preceding options, click Continue.

The next sizing tool page provides fields for describing Inbound Unified CCE traffic. On the right side of the page, you will see
clickable page options that correspond to the other Unified CCE components.
Step 4
Begin by describing the inbound Unified CCE traffic using the fields provided. To see the input fields for any of the other Unified CCE
components, click the corresponding option in the navigation list at the right side of the sizing tool page. See the following links for
more information on how to describe the Unified CCE components for your solution:
Related Tasks
Describe inbound Unified CCE traffic
Describe outbound Unified CCE traffic
Identify Unified CCE options
Describe reporting options
Describe Unified CVP options
Describe Unified IP IVR options
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Describe Inbound Unified CCE Traffic

After you identify Unified CCE components and click Continue, you will see the Inbound Traffic page, (or possibly the Outbound Traffic page, depending on your
prior selections). You can also click the Inbound option from among the list of options on the right side of the sizing tool page to display the Inbound Traffic
fields. To describe the expected inbound traffic to be handled by the Unified CCE solution, perform these steps:
Procedure
Step 1
Enter the information required in each field of each section on the Inbound page.
Note
If you do not have information on the number of incoming calls per hour (Busy Hour Call Attempts), you may be able to use the help tool
provided near the top of the Inbound page to estimate total BHCA. If you know the number of concurrent agents, and the time for which an
agent is occupied, you can enter this information into the tool to estimate the total BHCA.
BHCA Helper Tool
Note
Step 2
For detailed descriptions of the other fields in the Inbound page, see the Inbound Page section of the field reference chapter.
Use the call flow table to distribute the percentages of total calls across your various call flows as required for your solution. If the sum of the
percentages of total calls for the existing call flows is less than 100, fields for additional call flows will be available (the sum of the percentages of total
calls over all call flows must equal 100).
Example:
Step 3
After you finish describing the Inbound traffic, click the Outbound option from the navigation list on the right side of the page, to display the outbound
traffic fields.
The Unified CCE options that appear on the right of the sizing tool page depend on the Unified CCE components identified initially on the Components
page. For example, if you chose yes for Outbound traffic, an Outbound option will be available (see Describe Outbound Unified CCE Traffic).
Note
You can use the options on the right side of the page to move directly to a the page for another component, or to return to a previously
completed page.
Describe Outbound Unified CCE Traffic

To describe the expected outbound traffic to be handled by the Unified CCE solution, perform these steps:
Procedure
Step 1
To display the Outbound page of the sizing tool, click Outbound from among the list of Unified CCE options on the right side of the
sizing tool page .
Step 2
Enter the information required in each field of each section on the Outbound page.
Note
Step 3
For detailed descriptions of the fields in the Outbound page, see the Outbound Page section of the field reference chapter.
After you are finished describing the outbound traffic, click UCCE Options from among the list of options on the right side of the
page.
For more information about the UCCE Options page, see Identify Unified CCE Options. You can use the options on the right side of
the sizing tool page to move directly to a component sizing page, or to return to a previously completed page.
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Identify Unified CCE Options

On the Unified CCE options page, fields are provided to describe the following Unified CCE options as required:
z
Desktop options
Skill groups/Precision queue options
Extended call context options
Central controller platform
PG platform
Finesse platform
To describe the Unified CCE Options used in the Unified CCE solution, perform these steps:
Procedure
Step 1
To display the Unified CCE Options page, click UCCE Options from among the list of navigation options on the right side of the
sizing tool page.
Step 2
Enter the information required in each field of each section on the UCCE Options page.
The UCCE Options page is displayed.
Note
Step 3
For detailed descriptions of the fields in the UCCE Options page, see the Unified CCE Options Page section of the Field
Reference chapter.
After you are finished specifying information in the the UCCE Options page, click the Reporting option from among the list of
navigation options provided on the right side of the page.
For more information about using the Reporting page see Describe Reporting Options. You can also use the list of navigation options
provided on the right side of the sizing tool page to move directly to the sizing page for another component, or to return to a
previously completed page.
Describe Reporting Options

Cisco Unified Intelligence Center is used to generate reports in a contact center environment. With Cisco Unified Intelligence center, you can define multiple
reporting profiles for four different user types: Analysts, Managers, Supervisors, and View Only users. Analysts generate the largest number of reports and are
the heaviest users of the system. Based on the amount of usage, Analysts are followed by Managers, Supervisors, and then View Only users.
The Collaboration Sizing Tool provides default values for typical usage for several profiles. You can modify these default numbers based on your experience
with your existing system. For existing deployments, to provide a model to start from, run a user profile to estimate how many users in your network fall into
each profile type.
To describe the reporting options used in the Unified CCE solution, perform these steps:
Procedure
Step 1
To display the Reporting page, click Reporting from among the list of navigation options provided on the right side of the sizing tool
page.
Step 2
Enter the information as required in the input fields of the Reporting page. Describe the number of users of each type that will view
reporting data, by using the Analyst, Manager, Supervisor, and View Only fields.
A Reporting page will appear, allowing you to describe the Cisco Unified Intelligence Center reporting setup.
Note
Step 3
For detailed descriptions of the Input fields in the Reporting page, see the Reporting section of the field reference chapter.
If you want to override the default Analyst user profile settings, click the Hide/Show Profiles button (located just above the Output
section of the page) to display the User Profile fields. Enter new values in the User Profile: Analyst fields.
The Hide/Show Profiles Option
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Up to three separate analyst user profiles can be defined for both real-time (RT) and historical reports. An analyst is typically
responsible for overall contact center activity, and researching exception cases on an ad hoc basis.
Note
Step 4
For detailed descriptions of the fields for Analyst user profiles in the Reporting page, see User Profile: Analyst.
If you want to override the default Manager user profile settings, click the Hide/Show Profiles button (located just above the Output
section of the page) to display the User Profile fields if they are not already available. Enter new values in the User Profile: Manager
fields.
Up to three separate manager user profiles can be defined for both real-time (RT) and historical reports. Managers need a broad
view of real-time data and tend to be more focused on the half-hour and daily summary historical reports.
Note
Step 5
For detailed descriptions of the fields for the Manager user profiles, see User Profile: Manager.
If you want to override the default Supervisor user profile settings, click the Hide/Show Profiles button (located just above the
Output section of the page) to display the User Profile fields if they are not already available. Enter new values in the User Profile:
Supervisor fields.
Up to three separate supervisor user profiles can be defined for both real-time (RT) and historical reports. Supervisors require realtime views of their teams and historical comparisons for trending. These users may have a dashboard that models the wallboard
data using gauges and charts, as well as a full grid, real-time report showing all of their agents.
Note
Step 6
For detailed descriptions of the fields for Supervisor user profiles, see User Profile: Supervisor.
If you want to override the default view-only user profile settings, click the Hide/Show Profiles button (located just above the Output
section of the page) to display the User Profile fields if they are not already available. Enter new values in the User Profile: View Only
fields.
Up to three separate "view only" user profiles can be defined for both real-time (RT) and historical reports. View-only users represent
casual users of contact center information and display board usage.
Note
Step 7
For detailed descriptions of the fields available for View Only user profiles, see User Profile: View Only.
After you are finished specifying the information on the Reporting page, click either Unified CVP or IP-IVR from among the
navigation options on the right side of the page.
Note
The option that appears in the navigation list; either Unified CVP or IP-IVR, will depend on the initial Unified CCE
components that you originally specified.
Describe Unified CVP Options

If you chose Unified CVP when specifying the Unified CCE components, a Unified CVP option will appear among the other Unified CCE options in the
navigation menu. To describe the Unified CVP options used in the Unified CCE solution, perform these steps:
Procedure
Step 1
To display the Unified CVP page, click Unified CVP from among the list of navigation options on the right side of the current sizing
tool page.
Step 2
Enter the information required in each field of each section on the Unified CVP page.
The Unified CVP field sections appear. You can use these fields to describe the Unified CVP options implemented in the solution.
Note
Step 3
For detailed descriptions of the fields in the Unified CVP page, see Unified CVP.
This completes the description of the Unified CCE components. After you are finished describing the Unified CVP information for
your solution, choose another component from the navigation list on the right side of the sizing tool page.
The other options that appear in the sizing tool navigation list depend on the other system components that you selected.
After you describe all the of the selected components for your solution, you can view a list of the suggested equipment and related
quantities for the solution on the Solution Sizing Summary page. An option for this page appears at the bottom of the navigation list.
For more information on the Solution Sizing Summary, see Solution Sizing Summary.
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Describe Unified IP IVR Options

If you chose Unified IP IVR option when specifying the Unified CCE components, a Unified IP IVR option will appear among the other Unified CCE options in the
navigation menu. To describe the Unified IP IVR options used in the Unified CCE solution, perform these steps:
Procedure
Step 1
To display the Unified IP-IVR page, click IP-IVR from among the options that appear in the navigation list on the right side of the
sizing tool page.
The Unified IP-IVR field sections appear.
Step 2
Enter the information required in each field of each section on the IP IVR page.
Note
Step 3
For detailed descriptions of the fields in the IP IVR page, see the IP IVR.
This completes the description of the Unified CCE components. After you are finished describing the IP-IVR information for your
solution, choose another component from the navigation list on the right side of the sizing tool page to continue.
The other options that appear in the sizing tool navigation list depend on the other system components that you originally selected.
After you describe all the of the selected components for your solution, you can view a list of the suggested equipment and related
quantities for the solution on the Solution Sizing Summary page. An option for this page appears at the bottom of the navigation. For
more information on the Solution Sizing Summary, see Solution Sizing Summary.
Size Unified Contact Center Express

As an alternative to Cisco Unified Contact Center Enterprise, you can also select Cisco Unified Contact Center Express (Unified CCX) as the contact center
component of a Unified Communications solution. While sizing Unified Contact Center Express, keep in mind the following:
z
Consult the CCX data sheet for a list of maximum capacities supported by CCX:
http://www.cisco.com/en/US/partner/prod/collateral/voicesw/custcosw/ps5693/ps1846/data_sheet_c78-588933.html.
CUCST guarantees a correct Cisco supported configuration. However, it does not guarantee adherence to best practices. For complete information
regarding best practices for Unified Contact Center Express 8.0, see http://www.cisco.com/go/designzone.
For a complete list of Cisco IP Phones compatible for use as agent desktop phones and for phones able to run Cisco IP Phone Agent, consult the Cisco
Unified CCX Compatibility Information at: http://www.cisco.com/en/US/partner/products/sw/custcosw/ps1846/products_device_support_tables_list.html
LIMITS TO AVERAGE CALL DURATION: If this configuration is for 151 agents or more, the average call duration for this deployment must be greater
than or equal to two minutes.
CCX 8.0 does not support remote monitoring and recording servers. This means that Cisco IP Phones Agents that are remote from the CCX cluster
cannot be silent monitored or recorded and cannot initiate a recording session. Cisco Agent Desktops can be deployed on any VLAN as long as endpoint monitoring and recording best practices are followed. Recording and monitoring are supported only in the Enhanced and Premium packages.
High Availability configurations support higher capacities for simultaneous historical reporting sessions than do non-High Availability deployments. As a
result, on failure of the active server, supported capacities will revert to those supported for a non-High Availability deployment until the failed server is
restored.
Depending on your QM/AQM configuration, you may need additional internal or external NAS/SAN storage. Refer to the Cisco WFO Configuration Guide
for details. http://cisco.com/en/US/products/ps8293/products_implementation_design_guides_list.html
If you have any questions on how to size CCX with CUCST, please consult and post your question on the CCX partner community:
https://www.myciscocommunity.com/community/partner/collaboration/contactcenter
To size a solution that uses Unified Contact Center Express as the contact center component, perform these steps:
Procedure
Step 1
When you identify the components for your solution, specify the appropriate version of Unified CCX from the options provided in the dropdown list for the Unified Contact Center field.
For more information about identifying components for your solution, see Identify Components for Solution Based on System Release or
Identify Compatible Components for Solution.
Step 2
After you finish identifying the components for the solution, click the Continue option. A Unified Contact Center Express option will appear in
the list of navigation options on the right side of the sizing tool page. Click Unified Contact Center Express from among the list of navigation
options to display the Unified Contact Center Express page of the sizing tool.
Partial View of the Unified CCX Page
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Step 3
Select the level of Unified CCX package (Standard, Enhanced, or Premium) from the Package Type drop-down list. Based on the package
selected, the remaining fields in this page will change.
Step 4
Enter the information required in each remaining field of the Input section in the Unified Contact Center Express page. As input values
change, the fields in the Output section are dynamically updated.
Note
Step 5
Review the information provided in the Output section to make sure the solution requirements are being met in a reasonable way and that the
solution is utilized efficiently, while still allowing for the amount of growth projected for the solution. If required, the user can override the
information is some fields presented in the Output section.
Note
Step 6
For detailed descriptions of the Input fields in the Unified Contact Center Express page, see Options in the Unified CCX section of
the Field Reference Chapter.
For detailed descriptions of the Output fields in the Unified Contact Center Express page, see Output in the Unified CCX section of
the Field Reference Chapter.
After you are finished specifying the information for Unified CCX, click the name of the next component to be sized from among the options
available in the navigation list on the right side of the page.
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