Notes on Version 8.0(2+) through 8.5(1) VM Configurations

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Note that release 8.0 uses 8.5 templates for all VMs.

The following VM configurations match the following templates:

  • UCCE_8.5_win2008_vmv7_v1.1.ova
  • UCCE_8.5_win2003_vmv7_v1.1.ova


Contents

Notes on Router 8000 agents VM Configuration for Version 8.0(2+) through 8.5(1)

Used for Unified CCE Router.

Maximum operational capacities:

  • 8,000 concurrent agents
  • 69 calls per second

Unified ICME Router, Unified CCH Router, and Unified ICMH Router are unsupported uses.


Notes on Logger 8000 agents VM Configuration for Version 8.0(2+) through 8.5(1)

Used for Unified CCE Logger.

Maximum operational capacities:

  • 8,000 concurrent agents
  • 69 calls per second

Virtual disk configuration notes:

  • vDisk 1 = Operating System + application binaries and logs + SQL binaries + SQL tempdb and log files
  • vDisk 2 = application database

You may deploy the two vDisks on the same or separate datastores, and you may customize vDisk 2 to meet specific customer database retention requirements.

Unified ICME Logger, Unified CCH Logger, and Unified ICMH Logger are unsupported uses.


Notes on Rogger 4000 agents VM Configuration for Version 8.0(2+) through 8.5(1)

Used for Unified CCE Rogger.

Maximum operational capacities:

  • 4,000 concurrent agents
  • 35 calls per second

Virtual disk configuration notes:

  • vDisk 1 = Operating System + application binaries and logs + SQL binaries + SQL tempdb and log files
  • vDisk 2 = application database

You may deploy the two vDisks on the same or separate datastores, and you may customize vDisk 2 to meet specific customer database retention requirements.

Unified ICME Rogger, Unified CCH Rogger, and Unified ICMH Rogger are unsupported uses.


Notes on Agent PG - CTIOS 2000 agents VM Configuration for Version 8.0(2+) through 8.5(1)

Used for Unified CCE Agent PG with CTI OS.

Agent PG types supported:

  • CM
  • Generic
  • System


Desktop supported: CTI Toolkit (all)

Secondary PGs supported (one of the following):

  • Media Routing Peripheral Gateway (MR-PG)
    • Outbound Option with SIP Dialer
    • Email Interaction Manager/Web Interaction Manager (EIM/WIM)
    • SocialMiner
    • Third-party multi-channel
  • VRU PG


Maximum operational capacities:

  • 2,000 concurrent agents
  • 1,000 VRU ports (any type)
  • 1,500 SIP Dialer ports (each port = 1.33 agents subtracted from capacity)
  • 1 CTI OS Server
  • 1 Agent CM PIM
  • 1 CTI Route Point CM PIM (Optional—no agents)
  • 8 VRU PIMs / 5 VRU PIMs (System—IP IVR Only)


Notes on Agent PG - CTIOS 450 agents VM Configuration for Version 8.0(2+) through 8.5(1)

Used for Unified CCE Agent PG with CTI OS.

Agent PG types supported:

  • CM
  • Generic
  • System


Desktop supported: CTI Toolkit (all)
Secondary PGs supported (one of the following):

  • Media Routing Peripheral Gateway (MR-PG)
    • Email Interaction Manager/Web Interaction Manager (EIM/WIM)
    • SocialMiner
    • Third-party multi-channel
  • VRU PG


Maximum operational capacities:

  • 450 concurrent agents
  • 225 VRU ports (any type)
  • 1 CTI OS Server
  • 1 Agent CM PIM
  • 2 VRU PIMs / 0 VRU PIMs (System)


Notes on Agent PG - CAD 1000 agents VM Configuration for Version 8.0(2+) through 8.5(1)

Used for Unified CCE Agent PG with CAD Services.

Agent PG types supported:

  • CM
  • Generic
  • System


Desktops supported:

  • Cisco Agent Desktop (CAD)
  • CTI Toolkit (all) (Optional—CTI OS Server installed)


Secondary PGs supported (one of the following):

  • Media Routing Peripheral Gateway (MR-PG)
    • Outbound Option with SIP Dialer
    • Email Interaction Manager/Web Interaction Manager (EIM/WIM)
    • SocialMiner
    • Third-party multi-channel
  • VRU PG


Maximum operational capacities:

  • 1,000 concurrent agents
  • 1,000 VRU ports (any type)
  • 750 SIP Dialer ports (each port = 1.33 agents subtracted from capacity)
  • 1 CAD Server
  • 1 CTI OS Server (optional)
  • 1 Agent CM PIM
  • 1 CTI Route Point CM PIM (Optional—no agents)
  • 8 VRU PIMs / 5 VRU PIMs (System—IP IVR Only)


Note that if SQL Server is installed for CAD logging, you may modify the VM to add:

  • 2 vCPU (4 vCPU total)
  • 4 GB RAM (8 GB total)
  • A second vDisk that you size as needed or a default of 80 GB for the SQL DB


Notes on Agent PG - CAD 297 agents VM Configuration for Version 8.0(2+) through 8.5(1)

Used for Unified CCE Agent PG with CAD Services.

Agent PG types supported:

  • CM
  • Generic
  • System


Desktops supported:

  • Cisco Agent Desktop (CAD)
  • CTI Toolkit (all) (Optional—CTI OS Server installed)


Secondary PGs supported (one of the following):

  • Media Routing Peripheral Gateway (MR-PG)
    • Email Interaction Manager/Web Interaction Manager (EIM/WIM)
    • SocialMiner
    • Third-party multi-channel
  • VRU PG


Maximum operational capacities:

  • 297 concurrent agents
  • 150 VRU ports (any type)
  • 1 CAD Server
  • 1 CTI OS Server (optional)
  • 1 Agent CM PIM
  • 2 VRU PIMs / 0 VRU PIMs (System)


Note that if SQL Server is installed for CAD logging, you may modify the VM to add:

  • 1 vCPU (2 vCPU total)
  • 4 GB RAM (6 GB total)
  • A second vDisk that you size as needed or a default of 80 GB for the SQL DB


Notes on MR PG 2000 agents 10 PIMs VM Configuration for Version 8.0(2+) through 8.5(1)

Used for Unified CCE MR PG.

MR PIM types supported:

  • Outbound Option with SIP Dialer
  • Email Interaction Manager/Web Interaction Manager (EIM/WIM)
  • SocialMiner
  • Third-party multi-channel


Maximum operational capacities:

  • 2,000 concurrent multi-channel agents
  • 1,500 SIP Dialer ports (each port = 1.33 agents subtracted from capacity of associated Peripheral's Agent PG)
  • 10 PIMs


Notes on MR PG 1000 agents 5 PIMs VM Configuration for Version 8.0(2+) through 8.5(1)

Used for Unified CCE MR PG.

MR PIM types supported:

  • Outbound Option with SIP Dialer
  • Email Interaction Manager/Web Interaction Manager (EIM/WIM)
  • SocialMiner
  • Third-party multi-channel


Maximum operational capacities:

  • 1,000 concurrent multi-channel agents
  • 750 SIP Dialer ports (each port = 1.33 agents subtracted from capacity of associated Peripheral's Agent PG)
  • 5 PIMs


Notes on VRU PG 9600 ports 10 PIMs VM Configuration for Version 8.0(2+) through 8.5(1)

Used for Unified CCE, ICME, CCH, and ICMH VRU PG.

VRU PIM types supported:

  • CVP
  • IP IVR
  • Third Party (GED-125)


Maximum operational capacities:

  • 9,600 ports
  • 40 calls per second
  • 10 PIMs


Notes on VRU PG 1200 ports 4 PIMs VM Configuration for Version 8.0(2+) through 8.5(1)

Used for Unified CCE, ICME, CCH, and ICMH VRU PG.

VRU PIM types supported:

  • CVP
  • IP IVR
  • Third Party (GED-125)


Maximum operational capacities:

  • 1,200 ports
  • 10 calls per second
  • 4 PIMs


Notes on Avaya ACD PG VM Configuration for Version 8.0(2+) through 8.5(1)

Used for Unified ICME and ICMH Avaya (Definity) ACD PG.

For additional requirements, please refer to the Cisco Unified ICM ACD Supplements for Avaya and the Supported Switches (ACDs) matrix.

Desktop supported: CTI Toolkit (all) (Optional—CTI OS Server installed)

Maximum operational capacities:

  • 2,000 concurrent agents without CTI OS Server
  • 1 CTI OS Server (Optional)
    • 3,000 agents with 5 Skill Groups per agent
    • 2,500 agents with 10 Skill Groups per agent
    • 2,000 agents with 15 Skill Groups per agent
    • 1,500 agents with 20 Skill Groups per agent


Notes on TDM ACD PG 2000 agents VM Configuration for Version 8.0(2+) through 8.5(1)

Used for Unified ICME and ICMH TDM ACD PG.

For additional requirements and information about TDM ACD types supported by applicable Unified CCE release, please refer to the Cisco Unified ICM Supported Switches (ACDs) matrix.

Desktop supported: CTI Toolkit (all) (Optional—CTI OS Server installed)

Secondary PGs supported (one of the following):

  • Media Routing Peripheral Gateway (MR-PG)
  • VRU PG

Maximum operational capacities:

  • 2,000 concurrent agents
    • Use of MR PG limits TDM ACD PG to 200 concurrent agents
  • 1,000 VRU ports
  • 1 CTI OS Server (Optional)
  • 1 TDM ACD PIM with CTI OS Server installed
  • 5 TDM ACD PIMs without CTI OS Server installed
  • 8 VRU PIMs


Notes on TDM ACD PG 250 agents VM Configuration for Version 8.0(2+) through 8.5(1)

Used for Unified ICME and ICMH TDM ACD PG.

For additional requirements and information about TDM ACD types supported by applicable Unified CCE release, please refer to the Cisco Unified ICM Supported Switches (ACDs) matrix.

Desktop supported: CTI Toolkit (all) (Optional—CTI OS Server installed)

Secondary PG supported: VRU PG

Maximum operational capacities:

  • 250 concurrent agents
  • 125 VRU ports
  • 1 CTI OS Server (Optional)
  • 1 TDM ACD PIM with CTI OS Server installed
  • 5 TDM ACD PIMs without CTI OS Server installed
  • 2 VRU PIMs


Notes on UCC Gateway 2000 agents VM Configuration for Version 8.0(2+) through 8.5(1)

Used for UCC Gateway PG, Parent ICME to Child UCCE integrations.

Maximum operational capacities:

  • 2,000 concurrent agents
  • 5 UCC Gateway PIMs

You may connect the UCC Gateway PG to Unified CCE or Unified CCX systems (not both).


Notes on UCC Gateway 450 agents VM Configuration for Version 8.0(2+) through 8.5(1)

Used for UCC Gateway PG, Parent ICME to Child UCCE integrations.

Maximum operational capacities:

  • 450 concurrent agents
  • 5 UCC Gateway PIMs

You may connect the UCC Gateway PG to Unified CCE or Unified CCX systems (not both).


Notes on Administration Client VM Configuration for Version 8.0(2+) through 8.5(1)

Used for Unified CCE Administration Clients.

May also be used for ISE.



Notes on Administration Server - AW VM Configuration for Version 8.0(2+) through 8.5(1)

Used for Unified CCE Administration Workstation (AW.)

Maximum operational capacities:

  • 50 concurrent Real-Time monitoring sessions
    • Administration Client
    • ISE
    • CUIC
    • Third Party


Notes on AW-HDS VM Configuration for Version 8.0(2+) through 8.5(1)

Used for Unified CCE Administration Workstation - Historical Data Server.

Maximum operational capacities:

  • 200 reporting users, each running:
    • 2 real-time reports / max 50 rows each
    • 1 historical report per hour returning not more than 800 rows or with a data set not larger than 3000

Note: WebView Server is not supported in virtualized deployments.


Notes on AW-HDS-DDS VM Configuration for Version 8.0(2+) through 8.5(1)

Used for Unified CCE Administration Workstation - Historical Data Server - Detailed Data Server.

Maximum operational capacities:

  • 200 Reporting Users, each running:
    • 2 real-time reports / max 50 rows each
    • 1 historical report per hour returning not more than 800 rows or with a data set not larger than 3000

Note: WebView Server is not supported in virtualized deployments.


Notes on HDS-DDS VM Configuration for Version 8.0(2+) through 8.5(1)

Used for Unified CCE Historical Data Server - Detailed Data Server.

Maximum operational capacities: 200 Reporting Users, each running 2 historical reports per hour either returning not more than 800 rows or with a data set not larger than 3000

Note: WebView Server is not supported in virtualized deployments.




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