Adding Cisco Unified Contact Center Enterprise

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Contents

Adding Cisco Unified Contact Center Enterprise

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This chapter describes how to add Cisco Unified Contact Center Enterprise (Unified CCE) to the solution described in the previous chapters. This chapter includes the following topics:

• Updating the Solution

• Using the Components Tab

• Using the Inbound Tab

• Using the Outbound Tab

• Using the UCCE Options Tab

• Using the Expert Advisor Tab

• Using the PG Tab

• Using the CVP Tab

• Using the VoiceXML Gws Tab

• Calculating the Number of CTI Route Points

• Viewing the Revised Output

• Viewing the Impact on Gateway Requirements

• Viewing the Updated Solution Sizing Summary

• Getting Help

Updating the Solution

In the world of our scenario, we now assume that eight months have gone by since our initial sizing exercise. Unified Communications Manager was deployed three months ago and Bonjour Networks is now ready to add Unified CCE to take care of their technical support and order processing departments.

To update the solution created in the last sections, complete the following steps:

Procedure

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Step 1 Log back into the tool.

The My Solutions page appears, this time displaying Bonjour Networks, as shown in Figure 3-1.

Figure 3-1 My Solutions Tab

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The My Solutions page lets us view, edit, copy, or share an existing solution.

Step 2 To start a new scenario based on the previously saved Bonjour Network solution, click Copy next to the solution that we wish to copy.

The Copy Dialog box appears, as shown in Figure 3-2.

Figure 3-2 Copy Dialog Box

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Step 3 In the Copy dialog box, type Bonjour Networks with Unified CC and click Copy.

The new solution is added to the My Solutions page, as shown in Figure 3-3.

Figure 3-3 My Solutions Tab with New Solution Added

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Step 4 Click Bonjour Network with Unified CC.

The tool displays the Solution Summary page for this solution, as shown in Figure 3-4.

Figure 3-4 Solution Summary Page for Initial Bonjour Networks Solution

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Step 5 To add Unified Contact Center Enterprise to the solution, click Identify Components.

The tool displays the Component Selection page (see Figure 3-5), which we used to start our initial sizing exercise.

Figure 3-5 Component Selection Page

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Step 6 In the Components screen, add Unified Contact Center Enterprise by clicking the Yes button.

The tool displays the Components tab, which lets us describe the Unified Contact Center implementation.

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Using the Components Tab

Figure 3-6 shows the Components tab.

Figure 3-6 Components Tab

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Step 7 In the Components tab, select the following components and options for Unified Contact Center:

Inbound, which lets us size the requirements of the solution to accommodate customer calls coming into the system.

Outbound, which lets us size the requirements of the solution for calls placed to customers originating from our contact center.

Expert Advisor, which lets us connect subject matter experts with the contact center agents or the caller.

• For our Voice Response Unit needs, select CVP, which lets us service calls on the edge of the network using VXML scripts.

Step 8 After selecting the necessary components, click Continue. to move to the Inbound tab.

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Using the Inbound Tab

Figure 3-7 shows the Inbound Tab.

Figure 3-7 Inbound Tab

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In the Inbound tab, we configure the requirements for the inbound call traffic. We need to consider how many calls are expected during the busy hour. Here, we enter 2000 (see Figure 3-8). This is based on historical data we obtained from our pre-existing system.

Figure 3-8 Requirements for Inbound Call Traffic

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A call blocking probability of 1 percent is typical.

The service level goal represents what percentage of calls should be answered within the specified amount of seconds. The target is for 90 percent of calls to be answered within 30 seconds. Note that changing this value directly affects the sizing of the system and the staffing requirements of our contact center.

Next, we need to consider how many different types of inbound call flows will be processed by our contact center. For each, we define a unique traffic mix with its associated parameters. These include the following:

• Percent of total calls—The sum total of all traffic types needs to add up to 100 percent. An error message is displayed after we create the first call group. The error message will be removed after the combined Percent of Total Calls for all call groups equals 100 percent.

• Average talk time (sec)—Estimation of how much time an agent will spend on the phone with a caller.

• Average After Call Work Time (sec)—Also known as "wrap-up time"; represents the typical average amount of time needed by contact center agents to finish administrative tasks stemming from the call they just processed.

• Average call treatment time-VRU (sec)—How much time the caller spends in the voice response unit.

• Wait Before Abandon-Tolerance (sec)—Estimation of how much time customers will wait on the line, for each call type, before giving up.

• Percentage Calls Transferred—Percentage of calls that will require connection to a resource other than the original call taker, such as another agent or a supervisor, to complete the call.

• After Transfer Talk Time (sec)—Time the caller will spend with the second agent or a supervisor.

• Percentage of Calls Conferenced—Percentage of calls where more than one agent or supervisor will be online with the caller at the same time.

• Percentage of Calls Silently Monitored—Percentage of calls subject to monitoring by a supervisor, typically for quality assurance. Note that this pertains only to the silent monitoring function available through Unified Communications Manager.

If we are unsure how to estimate the expected traffic mix, we can refer to Table 3-1, which is Table 9.2 in the "Sizing Contact Center Resources" chapter of the Cisco Unified Contact Center Enterprise 7.5 SRND (http://www.cisco.com/en/US/docs/voice_ip_comm/cust_contact/contact_center/ipcc_enterprise/srnd/75/c7resrcs.html).

Table 3-1 eBusiness Best Practices for All Industries, 20011

Inbound Call Center Statistics

Average

Best Practices

80% calls answered in? (seconds)

36.7

18.3

Average speed of answer (seconds)

34.6

21.2

Average talk time (minutes)

6.1

3.3

Average after-call work time (minutes)

6.6

2.8

Average calls abandoned

5.5%

3.7%

Average time in queue (seconds)

45.3

28.1

Average number of calls closed on first contact

70.5%

86.8%

Average TSR occupancy

75.1%

84.3%

Average time before abandoning (seconds)

66.2

31.2

Average adherence to schedule

86.3%

87.9%

Cost per call

$9.90

$7.12

Inbound calls per 8-hour shift

69.0

73.9

Percentage attendance

86.8%

94.7%

1 Special Executive Summary; Principal Investigator, Dr. Jon Anton; Purdue University, Center for Customer-Driven Quality.

Bonjour Networks supports three contact center call types: self-service, technical support, and sales calls. All calls will be routed initially through the Interactive Voice Response (IVR) unit. Thereafter, 90 percent of queued calls should be answered by an agent within 30 seconds.

We estimate that 30 percent of calls will be fully serviced by the automated voice response unit (see Figure 3-9). These calls will never be routed to an agent and we expect that they will take approximately two minutes for self service in the system.

Figure 3-9 Traffic Mix Section—First Call Type

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We now click Add to go to our second call type.

Technical Support will represent 60 percent of calls (see Figure 3-10). Each call will spend about 40 seconds in the IVR before it is passed to an agent. Most calls will take four minutes to complete and another minute of "after call" work. 10 percent of calls will be transferred to another agent and another 5 percent will be conferenced. We estimate three minutes of talk time for calls transferred to another agent. We expect that callers will hang up after waiting 2.5 minutes for a technical support agent.

Figure 3-10 Traffic Mix Section—Second Call Type

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We now click Add to go to our third call type.

Sales calls, which represent about 10 percent of all incoming calls, will require an average of 30 seconds in the IVR, five minutes of talk time, and two minutes of "after call work" to complete the order after disconnection (see Figure 3-11). 5 percent of calls will be transferred to another agent. We estimate that callers will hang up after waiting one minute for a sales agent.

Figure 3-11 Traffic Mix Section—Third Call Type

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Now we scroll down the page and look at the questions that address information about the agents who will be handling calls incoming into our system (see Figure 3-12).

Figure 3-12 Agents Section

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Here, we see that we can have the following two types of agents:

• Local—Agents who work in a contact center with CTI-controlled phone. Each local agent can be either an SIP phone or an SCCP phone.

• Mobile—Agents with non-CTI controlled phones, who can be in a location other than an actual contact center room.

Each mobile agent can be considered as one of the following:

– Nailed up Agent—Individuals who require a dedicated connection to the contact center, typically though the PSTN

– Call by Call Agent—Individuals whose connection with the contact center is re-established by the system, on a call-by-call basis


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Note Note that the display-only fields on this page automatically adjust as information becomes known. For example, if 70 percent of agents are local, then the Mobile Agents field is instantaneously updated to 30 percent, because the total number of all agents must be always equal to 100 percent (see Figure 3-13).

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Figure 3-13 Agents Section—Updated Display-Only Field

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Bonjour Networks expects that on average, a supervisor will manage nine agents. All our agents will be "local agents" who will work from the contact center and they will be using the same phones as the majority of the other employees: that is non-secure SIP phones without video capabilities. To represent 100 percent of all agent phones to be SIP, we must enter 0 percent for SCCP agents on this page (see Figure 3-14).

Figure 3-14 Agents Section—Percentage of Local Agents Updated

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Note that here we see Nailed up Agents with a value of 100 percent; this value represents what proportion of Mobile Agents are to be considered as Nailed Up Agents. In our scenario, because we have no Mobile Agents, the tool does not compute any capacity to account for Nailed Up Agents.

We accept the default blocking probability of 0.1 percent.

We can now look at the UCCE Options tab to see how many agents are currently required to handle the anticipated inbound calls (see Figure 3-15).

Figure 3-15 UCCE Options Tab

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The tool tells us that we need 139 agents to handle inbound call flows.

We now need to consider the outbound campaign requirements of the system. We will come back to the Options tab to see the resulting increase in agents required to handle the combined inbound and outbound call flows for our contact center.

We now go to the Outbound tab.

Using the Outbound Tab

Figure 3-16 shows the Outbound tab.

Figure 3-16 Outbound Tab

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Bonjour Networks is planning to use the new system to implement an outbound marketing campaign to reach its customers to perform satisfaction surveys.

To describe the anticipated outbound traffic for our contact center, we need to estimate the port requirements for each campaign. In our case, we have only one campaign. We also need to describe the expected traffic in terms of placed calls that go unanswered, go into an answering machine, or are answered by a person.

The following totals should add up to 100 percent, representing the totality of anticipated outbound traffic:

• Unanswered calls

• Calls picked up by an answering machine

• Total calls answered by a person

Note that each of these values are listed under their respective outbound call type summary.

We start our outbound campaign scenario by using 30 dialer ports (see Figure 3-17).

Figure 3-17 Unified Contact Center, Outbound, Dialer Ports

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Now we can look at the three call response types.

We accept the values suggested by the tool for the Unanswered calls (see Figure 3-18).

Figure 3-18 Unanswered Calls Summary

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We estimate that 40 percent of calls will be picked up by an answering machine and 40 percent will be answered by a person (see Figure 3-19).

Figure 3-19 Answering Machine Summary

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Answering machine calls require our attention; we adjust the Transfer to IVR parameter from the default value of 25 seconds to 40 seconds.

Now we turn our attention to Answered Calls, where we adjust the following parameters (see Figure 3-20):

• We split the 40 percent of total Answered calls, assigning 35 percent to Transferred to IVR and 5 percent to Transferred and Answered by Agent. The sum of these two parameters is 40 percent, representing the total proportion of outbound calls answered by a person.

• We adjust the value of the Average Holding Time (AHT) parameter of the IVR announcement field from the default of 0 to 40 seconds.

• We adjust the AHT parameter of the Transferred and Answered by Agent field from the default of 120 to 180 seconds.

Figure 3-20 Answering Machine Summary

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The Input section represents a collection of network-related parameters whose default values we accept for now (see Figure 3-21). Modification of these parameters is typically required only if the networks (such as the PSTN and the IP WAN) are significantly out of the norm.

Figure 3-21 Input Section

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Note that after we have provided the tool with all configuration parameters, we can see the resulting impact on the required quantity of agents and can adjust numbers to simulate other scenarios based on a different quantity of dialer ports.

We click Continue to display the UCCE Options tab.

Using the UCCE Options Tab

Figure 3-22 shows the UCCE Options tab.

Figure 3-22 UCCE Options Tab

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In the Extended Call Context (ECC) section, we enter a quantity for each variable that will be attached to calls and potentially used for reporting and planning (see Figure 3-23).

Figure 3-23 ECC Section

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We estimate an average of ten Scalars, five Arrays, and ten Elements.

The Others section represents the quantity of skill groups supported by the agents and the system. We will have, on average, five Skill Groups per Agent, so we leave the parameter at its default setting. For Total Skill groups per System, we need to consider the typical situation where many agents are assigned the same skill group. In our case, we estimate that the total number of different skill groups for the entire system is 50.

The WebView (WV) Users value is defaulted to the number of Supervisors calculated in the System Load section on this tab, or 16.

For the quantity of Real Time Administrative Workstations (Aws), we use three for system administrators and supervisors.

The System Load information presented by the tool is calculated based on inbound and outbound call data as provided thus far (see Figure 3-24).

Figure 3-24 System Load Section

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If we believe that the quantity of agents is too low or too high, we consider whether the expected BHCA or traffic mix data should be changed for incoming calls or if the port requirements for outbound campaigns are inadequate.

The Call Flows table summarizes the contact center call activities as calculated from the data entered as Traffic Mix on the Inbound and Outbound tabs. The information on this tab is used to determine system load when sizing Peripheral Gateway and Unified Contact Center Enterprise components.

We see here that Outbound call requirements added four agents to the total we had previously seen.

We now click Continue to proceed to the Expert Advisor tab.

Using the Expert Advisor Tab

Figure 3-25 shows the Expert Advisor (Exp Adv) tab.

Figure 3-25 Exp Adv Tab

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To help determine how many Expert Advisors will be required, we can click Helper to display a calculator that can be used to determine the number of required Expert Advisors (see Figure 3-26).

Figure 3-26 Calculator

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After entering the requirements, we click Calculate to obtain an output, and then click Insert to automatically update the questionnaire with our input and output. If we decide against using the calculator, we click Clear and then Cancel. This removes the calculator and any associated error messages.

The business requirements specified that there are currently 12 subject matter experts. We want to make sure that Bonjour Networks has enough experts to handle the expected load so we verify this information with the calculator.

No more than 2 percent of incoming BHCA will require assistance from a subject matter expert. Our total BHCA is 2000, times 2 percent, giving us 40. Each call is expected to be completed within 3 minutes and each expert will partake in every other call, which represents an Average Informal Agent Acceptance Factor of 50 percent. Expert Advisors share the same Service Level Agreement as Inbound and Outbound calls; therefore, we accept the remaining defaults and click Calculate.

The calculator determines that 10 expert advisors are required for the contact center. We size the system based on 12 advisors instead to allow for additional subject matter experts. We clear the calculator by clicking Cancel and continue with the previously entered value of 12 expert advisors.

The BHCA is entered to reflect the data we used in the calculator, which is 40.

We use the default value for Assignment Queues per system and Average Assignment Queues per Agent. We see that the server default is MCS-7845H2 (see Figure 3-27).

Figure 3-27 Exp Adv Tab

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Now we see whether the server count remains the same when we change the server type to MCS-7835H (see Figure 3-28).

Figure 3-28 Exp Adv Tab—Server Type

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Because the quantity of servers listed in the System Equipment panel does not change, we know that the requirements can be supported with one MCS-7835 server. Had they changed, we could have opted to go with the higher grade server choice.

We now click Continue to move to the Peripheral Gateway (PG) tab.

Using the PG Tab

Figure 3-29 shows the PG tab.

Figure 3-29 PG Tab

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The PG tab helps us size the Agents Peripheral Gateway Server.

Bonjour Network is satisfied with its security posture and so does not require that CTI OS security be turned on.

We now need to estimate the number of skill groups per team and per peripheral gateway (see Figure 3-30).

Figure 3-30 PG Tab (2)

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The average skill groups per team will be 25. This is based on our assumption that each team has nine agents and one supervisor, and that all the agents share seven common skill groups and each has two unique skill groups. 9 agents times 2 unique skill groups is 18, added to the 7 common skill groups gives us a total of 25 skill groups per team.

We now provide the tool with a Total Unique Skills Per PG value of 50. Our entire system, as we mentioned before, must support a total quantity of skill groups of 50. If we later find that the tool recommends more than one PG server pair, we can adjust this value.

Now we can see the output when we use the MCS-7835 (see Figure 3-31). We see that we need a single APG server pair, but that its APG Capacity Used% value is high, at 70.78 percent. Also, we see that an extra pair of servers is required to accommodate the VRU functionality.

Figure 3-31 Server Section

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When we instead select the MCS-7845 server type, we no longer need extra servers for the VRU PG functionality (see Figure 3-32). We can also see that the APG Capacity Used% figure drops to 30.09 percent. We therefore choose to use the 7845 platform to save on server count.

Figure 3-32 Server Section—MCS-7845 Server

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The Total APG Server Required With Redundancy output field indicates 2, which really means that the capacity of one server is needed. We now see that the one server pair that the tool indicates is required can indeed carry the total load of 50 skill groups for the entire system.

We now click Continue to move to the Customer Voice Portal (CVP) tab.

Using the CVP Tab

Figure 3-33 shows the CVP tab.

Figure 3-33 CVP Tab

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For the Web Server For CVP Deployment choice, we retain the default value of Tomcat because it comes with the installation discs.

For the CVP XML Reports required flag and the CVP HTTPS Selected Flag, we also retain the default choices because we do not require detailed VXML script reports or HTTPS.

As for the redundancy choice, because we have only one site where Contact Center is required, as well as knowing that the scale of the contact center system is limited, we keep the default choice of N+1, where only one extra server is configured to provide redundancy to all the CVP servers. We can always come back later if we find that the one redundant server is insufficient, based on the total quantity of CVP servers required.

You may remember that Bonjour Networks chose CVP instead of IP-IVR to use VXML capabilities. Here, we therefore select VXML instead of Microapp.

End-user phones and trunks will use SIP as a signaling protocol, so it makes sense to choose SIP here as our Comprehensive Deployment Protocol.

The various call type percentages shown in Figure 3-34 are either auto-populated based on data we have already provided the tool, or require our input.

Figure 3-34 CVP (cont.)

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The Comprehensive Percentage Network Transfer by Agents field is left at 0 because the Bonjour Networks contact center does not need the PSTN for network transfer.

Because VXML will be used, we use a MicroApp value of 0.

Now we can click Continue to move to the VoiceXML Gws tab.

Using the VoiceXML Gws Tab

Figure 3-35 shows the VoiceXML Gws tab.

Figure 3-35 VoiceXML Gws Tab

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The sizing data outputs for VoiceXML Offered Load (Erlangs), ACHT - Average Call Holding Time (seconds), and Blocking Probability are determined by the information contained in the previous CVP page.

The choices we make for VoiceXML Gateway Platform, VoiceXML Service, and IOS Release affect the gateway quantity requirements of the Output section. For our situation, we indicated in the previous section that our preferred gateway platform was the 3845. We do not anticipate using Text To Speech or Automated Speech Recognition functionality, and thus select VoiceXML and DTMF. We use IOS release 12.4M, which is the default.

The output specifies how many gateways will be required. We can try various combinations of requirements and observe here the result on the recommended quantity of gateways. Based on the default gateway Cisco 3845, only one gateway is required.

We can now go to the Applications tab of Unified Communications Manager to provide the tool with the number of CTI route points for Unified Contact Center.

Calculating the Number of CTI Route Points

Figure 3-36 shows the calculation needed to determine the number of CTI route points.

Figure 3-36 Calculating CTI Route Points

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We use one phone number (or CTI route point) for the customers to reach Bonjour Networks. When a customer dials this phone number, they are prompted with a menu to select between Self-Service, Technical Support, and Sales. These options are also directly reachable using separate numbers, so we will configure three additional route roints.

This represents a total of four CTI route points for inbound calls.

For outbound calls, because we have only one campaign, we use one CTI route point. We also estimate we are going to need 20 CTI route points for the translation routes needed when the calls are sent to an IVR.

Finally, for Expert Advisor, we configure five CTI route points.

Adding all the CTI route point requirements together results in a total of 30, which is entered into the UCC Agents section (see Figure 3-37).

Figure 3-37 Unified Communications Manager—Applications Tab, UCC Agents Section

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Viewing the Revised Output

We can now look at the Unified Communications Manager Output tab to view the impact of Unified Contact Center Enterprise configuration on our system (see Figure 3-38).

Figure 3-38 Output Updated for Unified CCE

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Note the following:

• The utilization figures have been segregated between IPT and Unified CCE; this reflects the fact that different server pairs have been dedicated to each of these two types of call processing loads. We can change this behavior of the tool by selecting a different option for the "UCCE Deployment" parameter. As we look at different choices, notice how the utilization and server count figures change (see Figure 3-39).

Figure 3-39 Unified CCE Deployment—Changed to "Mixed Users and Agents"

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• The Server section now presents a quantity of server pairs dedicated to the use of Unified Contact Center.

• In our scenario, the total number of clusters is still one. Design requirements may prompt us to dedicate a separate cluster to Unified Contact Center functionality. If this were the case, we would use the tool to carry out a sizing exercise dedicated to the needs of the Unified Contact Center users, independently of the IP Telephony cluster.

Viewing the Impact on Gateway Requirements

We can now click TDM Voice Gateways to see what impact the Contact Center configuration has on the gateway requirements of the system. We see that the tool automatically attributes all the Unified Contact Center traffic to Gateway Group 1 (see Figure 3-40), which happens to be the right group for Bonjour Networks.

Figure 3-40 TDM Voice Gateways after Contact Center Is Added

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We need one additional gateway to satisfy the needs of our Contact Center (see Figure 3-41 and Figure 3-42).

Figure 3-41 Output for Gateway Group 1 before Adding Contact Center

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Figure 3-42 Output for Gateway Group 1 after Adding Contact Center

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Figure 3-43 shows the complete output for all the gateway groups.

Figure 3-43 Gateways Updated for Unified CCE

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Viewing the Updated Solution Sizing Summary

The overall summary has been updated to account for all required hardware needed for Unified Contact Center Enterprise (see Figure 3-44 and Figure 3-45).

Figure 3-44 Solution Sizing Summary with Unified CCE (1)

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Figure 3-45 Solution Sizing Summary with Unified CCE (2)

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Getting Help

To view the online version of the User Guide, click the Help Book link on the My Solutions page (see Figure 3-46). Note that there is also a support link at the top of the page.

Figure 3-46 My Solutions Screen

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Figure 3-47 shows the title page of the Unified CST User Guide.

Figure 3-47 Unified CST User Guide

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The user guide provides background information about sizing solutions with the Unified CST and a systematic reference describing the meaning of each field in the user interface, such as the example shown in Figure 3-48.

Figure 3-48 Unified CST User Guide—Sample Page

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