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(Bill of Materials) for Cisco Unified ICM/Contact Center Enterprise Hardware and System Software Specification (Bill of Materials) for Cisco Unified ICM / Contact Center Enterprise & Hosted Release 7.5(x) Revision: 135 Last Updated: July 27, 2011 Corporate Headquarters Cisco Systems, Inc. 170 West Tasman Drive San Jose, CA 95134-1706 USA http://www.cisco.com Tel: 408 526-4000 800 553-NETS (6387) Fax: 408 526-4100 Cisco Unified ICM/Contact Center Enterprise & Hosted Editions, Release 7.5, Hardware and System Software Specification THE SPECIFICATIONS AND INFORMATION REGARDING THE PRODUCTS IN THIS MANUAL ARE SUBJECT TO CHANGE WITHOUT NOTICE. ALL STATEMENTS, INFORMATION, AND RECOMMENDATIONS IN THIS MANUAL ARE BELIEVED TO BE ACCURATE BUT ARE PRESENTED WITHOUT WARRANTY OF ANY KIND, EXPRESS OR IMPLIED. USERS MUST TAKE FULL RESPONSIBILITY FOR THEIR APPLICATION OF ANY PRODUCTS. THE SOFTWARE LICENSE AND LIMITED WARRANTY FOR THE ACCOMPANYING PRODUCT ARE SET FORTH IN THE INFORMATION PACKET THAT SHIPPED WITH THE PRODUCT AND ARE INCORPORATED HEREIN BY THIS REFERENCE. IF YOU ARE UNABLE TO LOCATE THE SOFTWARE LICENSE OR LIMITED WARRANTY, CONTACT YOUR CISCO REPRESENTATIVE FOR A COPY. The Cisco implementation of TCP header compression is an adaptation of a program developed by the University of California, Berkeley (UCB) as part of UCBs public domain version of the UNIX operating system. All rights reserved. Copyright 1981, Regents of the University of California. NOTWITHSTANDING ANY OTHER WARRANTY HEREIN, ALL DOCUMENT FILES AND SOFTWARE OF THESE SUPPLIERS ARE PROVIDED "AS IS" WITH ALL FAULTS. CISCO AND THE ABOVE-NAMED SUPPLIERS DISCLAIM ALL WARRANTIES, EXPRESSED OR IMPLIED, INCLUDING, WITHOUT LIMITATION, THOSE OF MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE AND NONINFRINGEMENT OR ARISING FROM A COURSE OF DEALING, USAGE, OR TRADE PRACTICE. IN NO EVENT SHALL CISCO OR ITS SUPPLIERS BE LIABLE FOR ANY INDIRECT, SPECIAL, CONSEQUENTIAL, OR INCIDENTAL DAMAGES, INCLUDING, WITHOUT LIMITATION, LOST PROFITS OR LOSS OR DAMAGE TO DATA ARISING OUT OF THE USE OR INABILITY TO USE THIS MANUAL, EVEN IF CISCO OR ITS SUPPLIERS HAVE BEEN ADVISED OF THE POSSIBILITY OF SUCH DAMAGES. Cisco and the Cisco Logo are trademarks of Cisco Systems, Inc. and/or its affiliates in the U.S. and other countries. A listing of Cisco's trademarks can be found at http://www.cisco.com/go/trademarks Third party trademarks mentioned are the property of their respective owners. The use of the word partner does not imply a partnership relationship between Cisco and any other company. (1005R) Any Internet Protocol (IP) addresses used in this document are not intended to be actual addresses. Any examples, command display output, and figures included in the document are shown for illustrative purposes only. Any use of actual IP addresses in illustrative content is unintentional and coincidental. Hardware and System Software Specification (Bill of Materials) for Cisco Unified Intelligent Contact Management/Unified Contact Center Enterprise & Hosted, Release 7.5(x) Copyright © 2001–2011, Cisco Systems, Inc. All rights reserved. ©2008-2011 Cisco Systems, Inc. i Cisco Unified ICM/Contact Center Enterprise & Hosted Editions, Release 7.5, Hardware and System Software Specification Table of Contents Table of Contents 1 OVERVIEW ................................................................................................................................................................... 1 1.1 UPDATED INFORMATION IN THIS DOCUMENT............................................................................................................... 2 2 REFERENCES ............................................................................................................................................................... 3 2.1 NOTE ON CISCO CONTACT CENTER PRODUCT NAMES ................................................................................................. 3 3 SERVERS FOR CISCO CONTACT CENTER PRODUCTS ................................................................................... 4 3.1 SERVER HARDWARE CONFIGURATION GUIDELINES ..................................................................................................... 5 4 SOFTWARE UPGRADE AND INSTALLATION CONSIDERATIONS ................................................................ 9 4.1 UPGRADING TO UNIFIED ICM/UNIFIED CONTACT CENTER RELEASE 7.5(1) ................................................................ 9 4.2 INSTALLING UNIFIED ICM/UNIFIED CONTACT CENTER 7.5(1) .................................................................................. 11 4.3 INSTALLING UNIFIED ICM/UNIFIED CONTACT CENTER MAINTENANCE RELEASES ................................................... 11 5 SOFTWARE CONSTRAINTS AND OPERATING CONDITIONS ...................................................................... 12 5.1 UNIFIED ICM/CONTACT CENTER CONFIGURATION LIMITS AND SCALABILITY CONSTRAINTS ................................... 12 5.2 UNIFIED ICM/UNIFIED CONTACT CENTER OPERATING CONDITIONS ......................................................................... 15 6 SERVER HARDWARE REQUIREMENTS ............................................................................................................. 17 6.1 UNIFIED CONTACT CENTER ENTERPRISE ................................................................................................................... 17 6.1.1 Notes on Agent Capacity Calculation .............................................................................................................. 18 6.1.2 New Deployments and Technology Refresh ..................................................................................................... 18 6.1.3 Common Ground Upgrade .............................................................................................................................. 20 6.1.4 Remote Silent Monitoring ................................................................................................................................ 23 6.2 UNIFIED SYSTEM CONTACT CENTER ENTERPRISE ..................................................................................................... 24 6.2.1 Unified SCCE Deployment Options ................................................................................................................. 24 6.2.2 Unified SCCE Server Configuration ................................................................................................................ 26 6.3 UNIFIED CONTACT CENTER HOSTED ......................................................................................................................... 27 6.4 UNIFIED CONTACT CENTER MANAGEMENT PORTAL ................................................................................................. 28 6.5 UNIFIED ICM ENTERPRISE ......................................................................................................................................... 30 6.5.1 Note on Agent Capacity ................................................................................................................................... 30 6.5.2 New Deployments and Technology Refresh ..................................................................................................... 30 6.5.3 Common Ground Upgrade .............................................................................................................................. 31 6.6 UNIFIED ICM HOSTED ............................................................................................................................................... 34 6.7 UNIFIED ICM/UNIFIED CONTACT CENTER COMMON COMPONENTS .......................................................................... 35 6.7.1 Unified ICM/Unified Contact Center Router ................................................................................................... 35 6.7.2 Unified ICM/Unified Contact Center Logger .................................................................................................. 36 6.7.2.1 New Deployments and Technology Refresh .................................................................................................................. 36 6.7.2.2 Common Ground Upgrade ............................................................................................................................................ 37 6.7.3 AW – Distributor, HDS, and WebView ............................................................................................................ 38 6.7.3.1 New Deployments and Technology Refresh .................................................................................................................. 39 6.7.3.2 Common Ground Upgrade ............................................................................................................................................ 41 6.7.3.3 Dedicated WebView Server ........................................................................................................................................... 42 6.7.4 AW – Real-Time Distributor ............................................................................................................................ 43 6.7.5 AW – Real-Time Client Only (Client AW) ....................................................................................................... 44 6.7.6 WebView Client and Internet Script Editor ..................................................................................................... 44 6.7.7 VRU Peripheral Gateway (PG) ......................................................................................................................
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