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Configuration Limits and Feature Availability forReference Designs

• Reference Design Configuration Limits, on page 1• Feature Availability for Reference Designs, on page 13

Reference Design Configuration Limits

The first four chapters of this book are for anyone who wants to get familiar with the three contact centerenterprise solutions:

• Packaged Contact Center Enterprise

• Cisco Hosted Collaboration Solution for Contact Center

• Unified Contact Center Enterprise

For information about design considerations and guidelines specific to Unified CCE, see the remainingchapters.

Note

The following tables list key configuration limits for Contact Center Enterprise Reference Designs solutions.

Some of these limits are interdependent and dynamically change depending on the elements in your solution.For example, the number of skills per agent affects the maximum number of agents.

Limits that are listed as "per PG" always refer to a redundant pair of PGs.

Your contact center enterprise solution can only use the new higher configuration limits with the standardthree coresident PG layout.

Important

Related TopicsSizing and Operating Conditions for Reference Designs

Configuration Limits and Feature Availability for Reference Designs1

ucce_b_soldg-for-unified-cce_chapter10.pdf#nameddest=unique_203

Agent Limits

The figures in the Contact Director column refer to what are configured on the Contact Director. The figuresdo not include what is configured on the target systems to which the Contact Director connects.

Note

Table 1: Agent Limits

Contact DirectorReference DesignModel

12000 AgentReference DesignModel



Resource

24000 (2 targetsystems of 12000agents)

1200040002000Active Agents1

NA8,0004,0002000Active Agents oneach Unified CMcluster

NA720002400012000Configured Agents

NA400100100Agents withTraceON enabled

NA1200040002000Agent Desk Settings

NA1000 with nailed-upconnections

Or

500with call-by-callconnections

1000 with nailed-upconnections

Or


1000 with nailed-upconnections

Or


Active MobileAgents per AgentPG2

NA1200054000415003Active ECEMultimedia Agents

NA505050Agents per team

NA111Teams to which anagent can belong

NA5

Refer to the sectionon dynamic sizingfor details.

15


15


Skills per agent

NA720002400012000Number of agents ina skill group

NA505050Attributes per agent


Configuration Limits and Feature Availability for Reference DesignsAgent Limits

1 This includes Outbound and Multichannel agents. However, the number of agents that you can keepoccupied is based on the Outbound Option dialer and SocialMiner limits.

2 If you add another PG to the base reference design model, you can add more agents up to the maximumagents for your solution's reference design model.

3 When ECE is colocated, the limit is 400 agents. The limit of 1500 applies when ECE is on a separateserver.

4 This limit requires multiple ECE clusters. Each Agent PG can support either a 400 agent colocatedcluster or a 1500 agent cluster on a separate server.

5 This limit requires multiple ECE clusters. Each Agent PG can support either a 400 agent colocatedcluster or a 1500 agent cluster on a separate server.

Related TopicsDynamic Limits for Skill Groups and Precision Queues Per AgentOther Dynamic Sizing FactorsPG Agent Capacity with Mobile Agents

Supervisor and Reporting User LimitsTable 2: Supervisor and Reporting User Limits

Unified CCE ContactDirector ReferenceDesign Model

Unified CCE 12000Agent ReferenceDesign Model



Resource

NA1200400200Active Supervisors6

NA720024001200ConfiguredSupervisors

NA1200400200Active teams

NA720024001200Configured teams

NA202020Supervisors perTeam

NA202020Teams persupervisor

NA100010001000Agents persupervisor

NA12007400200Active Reportingusers

NA720024001200ConfiguredReporting users

6 Supervisors count against the agent limits. Ten percent of your active agents can be supervisors.7 During a failover, this limit drops to 600 until both sides are active again.


Configuration Limits and Feature Availability for Reference DesignsSupervisor and Reporting User Limits




Access Control LimitsTable 3: Access Control Limits





Resource

50505050ActiveAdministrators perdistributor8

NA100100100Configured WebAdministrators

NANANA30 - Packaged CCEonly

Roles

NANANA200 - PackagedCCEonly

Departments

NANANA10 - Packaged CCEonly

Department perAdministrator

NA100010001000Machines ininventory

8 Because Packaged CCE, CCMP, and CCDM use web administration, this limit does not apply withthem.

Outbound Campaign LimitsTable 4: Outbound Campaign Limits





Resource

NA1 per Agent PG1 per Agent PG1 per Agent PGOutbound dialer persystem

NA1204020Outbound dialermaximum calls persecond

NA303020Outbound dialermaximum calls persecond per dialer9

NA150015001500Outbound dialermaximum ports oneach SIP dialer


Configuration Limits and Feature Availability for Reference DesignsAccess Control Limits





Resource

NA600030001500Outbound dialermaximum ports oneach system (total)

NA600600600Number ofCampaigns perSystem (Agent/VRUbased)

NA202020Campaign skillgroups perCampaign

NA600600100Total CampaignSkill Groups

NA555MaximumOutboundSkills per Agent

9 This figure assumes a 30% transfer rate to a VRU or an agent.

Precision Queue and Skill Group Limits

Each Precision Queue has an associated Skill Group. Each Precision Queue effectively has a weight of twoSkill Groups.

Note

Table 5: Precision Queue and Skill Group Limits





Resource

54,00027,00016,00016,00010Skill Groups perSystem

4000400040004000Enterprise SkillGroups

NA400040004000Maximumcombinedconfigured SkillGroups andPrecision Queuesper peripheral


Configuration Limits and Feature Availability for Reference DesignsPrecision Queue and Skill Group Limits





Resource

8000 of themaximum 54,000queues

400040004000ConfiguredPrecision Queuesper system

NA10,00010,00010,000Precision Queuesteps

NA101010Precision Queueterm per PrecisionQueue

NA101010Precision steps perPrecision Queue

NA101010Unique attributesper Precision Queue

NA505050Max Unique Skillsper Team

160,000160,000100,000100,000Configured labels

NA10,00010,00010,000Precision RoutingAttributes on eachsystem

NA505050Precision RoutingAttributes for eachAgent

NA10 seconds (default)10 seconds (default)10 seconds (default)Skill Group statisticsrefresh rate

NA400040004000Skill Groups per PG

100NANANAQueues11 perContact SharingGroup

100NANANAContact SharingRules

1000NANANAContact SharingGroups

10 In Packaged CCE, you can only have 4000 Skill Groups because there is only 1 Agent PG.11 This includes both Skill Groups and Precision Queues.

Related TopicsDynamic Limits for Skill Groups and Precision Queues Per Agent


Configuration Limits and Feature Availability for Reference DesignsPrecision Queue and Skill Group Limits


Task Routing LimitsTable 6: Task Routing Limits

Contact DirectorReference Design

12000 AgentReference Design



Resource

NA200020002000Maximum activeagents assigned totasks per system

NA151515Maximum reservedand active tasks peragent12

NA555Maximum incomingtasks/sec across allMRDs13

NA150001500015000Task Routing APIrequest/hr throughSocialMiner

12 This figure includes paused and interrupted tasks. Tasks that are still in queue or are transferred out byan agent do not count towards this limit.

13 SocialMiner throttles the task submission rate to Unified CCE to 5 tasks per second. SocialMiner holdsa maximum of 10,000 tasks in the queue for submission. If the queue exceeds 10,000 tasks, thenSocialMiner discards the additional tasks with the disposition code NOTIFICATION_RATE_LIMITED.Once the queue is ready again, additional tasks are added to the queue.

SocialMiner Configuration and Operational LimitsThe following table shows the sizing limits for small and large deployments of a single SocialMiner system.

Table 7: SocialMiner Configuration and Operational Limits

Large DeploymentSmall DeploymentLimit

55Concurrent active administrators

200100Configured feeds

10050Configured campaigns

6030Concurrent active social mediaagents

2020Tags per social contact

4040Callback contacts per minute


Configuration Limits and Feature Availability for Reference DesignsTask Routing Limits

Large DeploymentSmall DeploymentLimit

20 combined Bayesian and Authorfilters

10 Script filters

15 combined Bayesian and Authorfilters

5 Script filters

Filters per system14

10 (5 max for script filters)10 (5 max for script filters)Filters per campaign

10,00010,000Incoming rate of contacts (total perhour)

14 Each filter type has its own performance implications. Performance depends almost entirely on what isin the script filter implementation.

Dialed Number LimitsTable 8: Dialed Number Limits





Resource

12000181200017400016200015Dialed Numbers oneachCVP peripheral(External Voice)

NA200020002000Dialed Number oneach Unified CMperipheral (InternalVoice)

NA100010001000Dialed Number oneach MR peripheral(Multichannel)

NA100010001000Dialed Number oneach Unified CMperipheral(Outbound Voice)

15 You cannot exceed the system maximum total of 240,000 DN records across all routing client types.16 You cannot exceed the system maximum total of 240,000 DN records across all routing client types.17 You cannot exceed the system maximum total of 240,000 DN records across all routing client types.18 You cannot exceed the system maximum total of 240,000 DN records across all routing client types.

In the Global topology, each remote site can support the full limit of Dialed Numbers as mentioned in thetable.

Note


Configuration Limits and Feature Availability for Reference DesignsDialed Number Limits

System Load LimitsTable 9: System Load Limits





Resource

360001800060003000VRU Ports in aReferenceLayout1920

7200036000120006000Maximum VRUPorts with AddedPGs21

300, of whichContact Sharing canhandle 120 and theremainder is forself-service andline-of-businessdirect routing.

903015Maximum InboundCalls per Second(CPS)

3001053518Congestion ControlCPS22

NA151515Maximum InboundCPS per PG

NA120120120Dynamic Reskilling(operations/hr.)

NA150001500015000Task Routing APIthrough SocialMiner(requests/hr.)

NA202020Media RoutingDomains per system

NA100010001000Agent Callbackrequests throughSocialMiner(requests/hr.)

NA6 per agent, with anoverall maximum of2400

6 per agent, with anoverall maximum of2400


ECE Email or Chatrequests per hour for400 agentdeployment


Configuration Limits and Feature Availability for Reference DesignsSystem Load Limits





Resource

NA12 per agent, with anoverall maximum of7500



ECE Email or Chatrequests per hour for1500 agentdeployment

420420420420Incoming Messagesper Second for CVPReporting Server

NA2 Live Data reports

2 AW-RealTimereports

2 historical reports

2 Live Data reports



2 Live Data reports



Reports per user

NA100 for real-time

8000 for historical

100 for real-time

8000 for historical

100 for real-time

8000 for historical

Rows per report

19 These figures assume that your solution has an equal number of redundant ports. The actual number ofports is twice these figures.

20 The total calls at agents or the VXML server in the basic layout for each Reference Design model. Theadded components in a global deployment increase these numbers.

21 These figures assume that your solution has an equal number of redundant ports. The actual number ofports is twice these figures.

22 Inbound calls per second figures assume 10% of agents are supervisors who are not directly answeringcalls. The figures also assume a distribution of calls with 10% transfers and 5% conferences.

Call Variable LimitsTable 10: Call Variable Limits





Resource

5555Persistent EnabledExpanded CallVariables(Default)23

0000Persistent EnabledExpanded CallVariable Arrays


Configuration Limits and Feature Availability for Reference DesignsCall Variable Limits





Resource

210210210210MaximumContentsper ECC (ExpandedCall Context)Variable (bytes)

2000200020002000Maximum TotalECC Contents Size(bytes)

32323232Maximum ECCVariable Name(bytes without nullcharacter)

2500250025002500Maximum TotalContents andNameSize for ECCVariables (bytes)

10101010Number ofPeripheralVariables

40404040Call Context forPeripheralVariables 1-10(bytes)

23 See the "Call Context" section for details.

Other LimitsTable 11: Other Limits





Resource

NA100001000010000Attributes

5012426425Maximum PGswith Live Data,PrecisionQueueing, or SingleSign-On enabled24

NA15010030Maximum PGs


Configuration Limits and Feature Availability for Reference DesignsOther Limits





Resource

NA111Maximum AgentPGs on each VM

NA111Maximum CiscoFinesse server pairsper PG pair

NA444MR PIMs on eachMR PG

NA1200040002000Bucket Intervals

150001500080004000Configured CallTypes

NA300003000030000Call Type SkillGroup perInterval27

6000600020001000Active RoutingScripts

120001200040002000ConfiguredRoutingScripts

120001200040002000Network VRUScripts

NA600020001000Maximum ReasonCodes

NA100 global codes

100 team codes

100 global codes

100 team codes

100 global codes

100 team codes

Not-ready ReasonCodes

NA100 global codes

100 team codes

100 global codes

100 team codes

100 global codes

100 team codes

Sign-out ReasonCodes

NA100 global codes

1500 team codes

100 global codes

1500 team codes

100 global codes

1500 team codes

Wrap-up Reasons28

NA200200200AdministrationBulk Jobs29

NA7/Medium PG

20/Large PG

7/Medium PG

20/Large PG

7/Medium PG

20/Large PG31

CTIAllEventClients30


Configuration Limits and Feature Availability for Reference DesignsOther Limits





Resource

10 (5 on each side)10 (5 on each side)4 (2 on each side)4 (2 on each side)Real-Time OnlyDistributors (forconfiguration only)

NA100010001000Agent TargetingRule (ATR)

24 Deploy only one Agent PG, one VRU PG, and one MR PG on each VM. Use the Medium PG OVA orLarge PG OVA, depending on your need for CTI All-Event Clients.

25 For Packaged CCE, you have only 1 Agent PG, 1 VRU PG, and 1 MR PG.26 For Cisco HCS for Contact Center Small Contact Center solutions, 50 with SSO, but only 12 with

Precision Queueing and Live Data.27 Exceeding this limit causes gaps in your reporting.28 A team cannot use more than 100 of the total team wrap-up reasons.29 This covers the SSO Migration Tool and the Packaged CCE Bulk Tool. It does apply to legacy bulk

configuration tools.30 The CTI AllEventClients limit includes your Cisco Finesse, Enterprise Chat and Email, and Outbound

Dialer connections. Do not use CT IOS desktops with these limits.31 Does not apply for Packaged CCE, which does not use the Large PG OVA.

Feature Availability for Reference DesignsThese sections summarize the features available in contact center solutions that follow the Contact CenterEnterprise Reference Designs.

Agent and SupervisorNotesSupportedCapability

These other call flows are only allowed inNon-Reference Design solutions.

• Pre-route call flows

• Translation Routes

• Unified CVP VXML Server(standalone)—Self-service withoutUnified ICM

• Call Director—IP switching

• VRU only—VRU, switching forPSTN endpoints

Post-route by CVP

Comprehensive call flow:

• Inbound and outbound calls

• Supplementary services

• Hold and resume

• Blind, consult, and refertransfers and conferences

• Router requery

Call Flows


Configuration Limits and Feature Availability for Reference DesignsFeature Availability for Reference Designs

NotesSupportedCapability

The SIP Dialer uses the UDP transferprotocol for SIP.

Cisco Outbound Option supports thesedialing modes:

• Predictive

• Preview

• Direct Preview

• Progressive

Outboundcampaigns

Nailed-up and Call-by-call modesMobile Agent

You cannot monitor mobile agents withUnified CM-based silent monitoring.

Unified CM-based (BiB)Silent Monitoring

Unified CM-based

Network-based Recording

CUBE(E)-based

TDM gateway-based

Recording

You can integrate with a CRM using thefollowing methods:

• CRM iFrame in the Finesse container.This method is simple and easy butdoes not provide deep CRMintegration.

• Third-party gadget in the Finessecontainer. This method achieves fullCRM integration but requires customdevelopment using third-party andFinesse APIs.

• Finesse gadgets in a CRMbrowser-based desktop. This methodprovides lightweight integration intothe CRM application.

• Finesse Web API s or the CTI Serverprotocol to integrate into a CRMapplication. This method providesdeep CRM integration but requirescustom development.

CRM integration is available through theCisco Finesse Web API, Finesse gadgets,and existing CRM connectors.

CRM Integration

FIPPA only supports a subset of Finesse'sfeatures.

Cisco Finesse

Finesse IP Phone Agent

Desktop


Configuration Limits and Feature Availability for Reference DesignsAgent and Supervisor


Only Non-Reference Designs that use theAvaya PG or the Parent/Child topologycan use CTI OS desktops. Cisco Finesseis the required dekstop for all other contactcenter enterprise solutions.

Cisco Finesse APIDesktopCustomization

Voice and InfrastructureNotesSupportedCapability

"Multicast with Unified CM subscribersource only" is only supported innon-Reference Designs.

Unicast with Unified CM subscriber orvoice gateway

Multicast using voice gateway

Music on Hold

Instead of using CUSP, some deploymentscan achieve High Availability (HA) andload balancing using these solutioncomponents:

• Time Division Multiplexing (TDM)gateway and Unified CM, which usethe SIP Options heartbeat mechanismto perform HA.

• Unified CVP servers, which use theSIP server group and SIP Optionsheartbeat mechanism to perform HAand load balancing.

• Outbound Option. The Outbounddialer can connect to only onephysical gateway, if SIP proxy is notused.

SIP Proxy is an optional component.Proxy / CiscoUnified SIP Proxy(CUSP)

See the Compatibility Matrix for yoursolution at https://www.cisco.com/c/en/us/support/customer-collaboration/unified-contact-center-enterprise/products-device-support-tables-list.htmlfor the supported hardware.

Ingress Gateways


Configuration Limits and Feature Availability for Reference DesignsVoice and Infrastructure

https://www.cisco.com/c/en/us/support/customer-collaboration/unified-contact-center-enterprise/products-device-support-tables-list.html





Contact center enterprise solutions do notsupport H.323.

You can use SIP over Media GatewayControl Protocol (MGCP) only inNon-Reference Designs. You can use SIPover UDP only for the Outbound Dialer.

From the Outbound Option SIP Dialer tothe egress gateway has to use UDP.

Session Initiation Protocol (SIP) overTransmission Control Protocol (TCP)

Session Initiation Protocol (SIP) over UserDatagram Protocol (UDP) for OutboundOption SIP Dialer to egress voice gateway.All subsequent transfers to endpoints mustuse SIP TCP.

Secure SIP to SIP signaling

Protocol

Contact center enterprise solutions do notsupport iSAC or iLBC.

Mixed codecs for Mobile Agent. Remoteand Local ports must use the same codec.

Mixed codecs for CVP prompts. CVPprompts must all use the same codec.

For video playback, MediaSense does notsupport G.711 a-law.

For VRU: G.711 mu-law and G.711 a-law

For voice agents: G.711 mu-law, G.711a-law, G.729, and G.729a

For video:

• Audio track: In the uploaded videofile, MediaSense requires that theaudio track is AAC-LDMP4A-LATM. The audio isconverted toAAC-LDMP4A-LATM,G.711 mu-law, and G.722 forstreaming playback.

• Video track: H.264

Codec

For Unified CM-based resources,appropriately size Unified CM for thisload.

Gateway or Unified CM based:

• Conference bridges

• Transcoders and UniversalTranscoders

• Hardware and IOS Software MediaTermination Points

Media Resources

IP Phone SupportFor a list of supported phones, see the Compatibility Matrix for your solution at https://www.cisco.com/c/en/us/support/customer-collaboration/unified-contact-center-enterprise/products-device-support-tables-list.html.Supported phones need the Built-In-Bridge (BIB), CTI-controlled features under SIP line side.

SCCP-based line side protocol is not supported in newer phones.


Configuration Limits and Feature Availability for Reference DesignsIP Phone Support



Administration InterfacesNotesSupportedCapability

For provisioning, Packaged CCEdoes not support CCMP or CCDM.

• Gateways - CLI

• Unified CVP - Web-basedoperation console

• Unified CCE - Web-basedadministration and thick clientconfiguration tools

• Unified CCMP for UnifiedCCE solutions, UnifiedCCDM for Cisco HostedCollaboration Solution forContact Center solutions.

• Cisco VVB - Web-basedoperation console

• Unified CM - Web-basedadministration

• Cisco Finesse - Web-basedadministration

• Unified Intelligence Center -Web-based administration

Core Component Provisioning

Unified CCE Internet Script Editor

Unified CCE Script Editor

CVP Call Studio

Service Creation Environment

Contact center enterprise solutionsdo not support RTMT AnalysisManager Analyze Call Path.

Finesse supports RTMT only forlog collection.

Cisco Prime Collaboration -Assurance

Unified System Command LineInterface (CLI)

RTMT Analysis ManagerDiagnosis

SNMP

syslog

Serviceability

VRU and QueueingThis table lists the VRU and call queuing features that optimize inbound call management.


Configuration Limits and Feature Availability for Reference DesignsAdministration Interfaces


The following are supported only inNon-Reference Designs:

• All other Unified CVP VRU types

• Cisco Unified IP IVR

• Third-party VRUs

Unified CVP ComprehensiveModel Type10

Voice ResponseUnit (VRU)

DTMF - RFC2833

Automatic Speech Recognition andText-to-speech (ASR/TTS)

Caller Input

CVP and Video Basic

CVP Video in Queue

Video

The CVPMedia Server uses the third-partyMicrosoft Internet Information Services(IIS). The CVP installer adds the CVPMedia Server coresident on the UnifiedCVP Server.

CVP Media Server

ReportingNotesSupportedCapability

Cisco Unified Intelligence Center

Third-party reporting applications

Custom reporting

Reporting tools

For a typical 1000 agent deployment withan average rate of 8 calls per second, theretention period is approximately 24months. For a longer retention period,install an external HDS.

To size the needs for your deployment, usethe DB Estimator tool in the ICMDBAtool.

Unified CCE AW-HDS-DDS

Unified CCE Live Data

Unified CVP Reporting

Database sources

Unified CVP VXML Server supportsconnections to third-party Microsoft SQLServer databases.

CVP Database ElementDatabase Integration


Configuration Limits and Feature Availability for Reference DesignsReporting


All contact center enterprise solutions havea fixed retention size for theAW-HDS-DDS. For more retention, youneed an external HDS-DDS node. Use theDB Estimator Tool in the ICMDBA toolto calculate the vDisk size based on yoursolution sizing and customer retentionrequirements. The DB vDisk of theAW-HDS-DDS can be custom-sizedwhenyou deploy the OVA.

A 2000 Agent Reference Design can haveup to 4 external HDS.

For more information about the HDSsizing, see the Cisco CollaborationVirtualization page for your solution athttp://www.cisco.com/c/dam/en/us/td/docs/voice_ip_comm/uc_system/virtualization/cisco-collaboration-virtualization.html.

Retention



http://www.cisco.com/c/dam/en/us/td/docs/voice_ip_comm/uc_system/virtualization/cisco-collaboration-virtualization.html




In addition, 30 users each running onereal-time XML permalink and onehistorical XML permalink is supported.(This results in approximately 7200real-time XML permalink executions perhour and 60 Historical XML permalinkexecutions per hour.)

The real-time reports have the capacity of100 rows per report, with 10 columns eachand the historical reports have the capacityof 2000 rows, with 10 columns each.

Two hundred Unified Intelligence Centerusers can concurrently run:

• Two real-time reports with 100 rowsper report, with 10 columns each.

• Two historical reports with 2000rows, with 10 columns each.

• Two live data reports with 100 rows,with 10 columns each. (Adjust thisbased on the deployment typewhetherLD runs or not).

This is applicable for both Unified CCEand Packaged CCE solutions.

Note • Do not run more than tenconcurrent reports on anyclient machine. This is acombined limit for reportsthat run on the UnifiedIntelligence Center UserInterface, Permalinks, andDashboards on the clientmachine.

• However, you cannot runten concurrent reports forthe 200 maximumreporting users on eachnode.

• You have fewer reportingusers on a node, they canrun proportionally morereports. But, no clientmachine can exceed theten report limit.

Report capacities



Third-Party IntegrationsNotesOption

Recording Methods:

• CUCM-based (BiB)

• Network-based Recording

• CUBE Forking

Optionally, you can use a third-party recording server integration withMediaSense.

Recording

Wallboard provide real-time monitoring of your service to customers.They display information on customer service metrics, such as numberof calls waiting, waiting call length, and service levels.

Wallboards

WFM allows the scheduling of multiple Contact Service Queue (CSQs)and sites.

You can use a single WFM implementation worldwide.

Workforce Management

Refer to the Cisco Solution Plus program for supported options.Cisco Solution Plus

You cannot use a third-party ACD in a Reference Design.Automated Call Distributor (ACD)


Configuration Limits and Feature Availability for Reference DesignsThird-Party Integrations


Configuration Limits and Feature Availability for Reference DesignsThird-Party Integrations

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