Cisco IPCC Express 4.0 Solution Reference Network Design (SRND), January 16th, 2007.pdf

Cisco IPCC Express Edition

Solution Reference Network Design

Cisco IPCC Express Edition, Release 4.0

December 2006

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CONTENTS

Preface vii

Purpose vii

Audience vii

Scope vii

Software Releases viii

Document Structure viii

Revision History ix

Obtaining Documentation ix

Cisco.com ix

Product Documentation DVD x

Ordering Documentation x

Documentation Feedback x

Cisco Product Security Overview x

Reporting Security Problems in Cisco Products xi

Obtaining Technical Assistance xi

Cisco Technical Support & Documentation Website xii

Submitting a Service Request xii

Definitions of Service Request Severity xiii

Obtaining Additional Publications and Information xiii

CHAPTER 1

IPCC Express Overview and Packaging 1-1

IPCC Express Overview 1-1

IPCC Express Packaging 1-2

IPCC Express Licensing 1-2

Basic IVR Functionality 1-4

Basic ACD Functionality 1-4

Basic CTI Functionality 1-7

Advanced IVR Functionality 1-7

Advanced ACD Functionality 1-9

Advanced CTI Functionality 1-11

Historical Reporting 1-11

Cisco IPCC Express Solution Reference Network Design

iii

Contents

CHAPTER 2

IPCC Express Solution Architecture 2-1

IPCC Express Terminology 2-1

IPCC Express Call Processing 2-3

IPCC Express System Management 2-4

CRS Engine and Database Components 2-5

Monitoring and Recording Components 2-6

7920 Wireless IP Phone Support 2-8

Citrix and Microsoft Terminal Services Support for CAD 2-9

IPCC Express ASR and TTS 2-10

IPCC Express Integration with ICM Software 2-11

IPCC Express Fault Tolerance 2-14

CRS Engine Redundancy 2-14

Database Redundancy 2-15

Recording and Monitoring Redundancy 2-16

Upgrading to IPCC Express 4.0 2-17

CRS 4.0 Software Compatibility 2-17

CHAPTER 3

IPCC Express Deployment Models 3-1

IPCC Express General Rules for Design 3-3

CCM Co-Resident Deployment Model (1) 3-4

Single-Server Non-HA Deployment Model (2) 3-5

Multi-Server Non-HA Deployment Model (3) 3-5

Two-Server HA Deployment Model (4) 3-5

Four-Server HA Deployment Model (5) 3-6

Six-Server HA Deployment Model (6) 3-7

Ten-Server HA Deployment Model (7) 3-7

Other Design Considerations 3-8

CHAPTER 4

Basics of Call Center Sizing 4-1

Terminology 4-1

Preliminary Information Requirements 4-2

Principal Design Considerations for Call Center Sizing 4-4

Planning Resource Requirements for Call Center Sizing 4-5

CHAPTER 5

Sizing IPCC Express and CallManager Servers 5-1

Cisco A2Q Bid Assurance Requirements 5-1

Cisco IPCC Express Solution Reference Network Design

Contents

Sizing Tools 5-1

Impact of Performance Criteria on the IPCC Express Server(s) 5-2

Effect of Performance Criteria 5-2

Impact of Performance Criteria on the Cisco CallManager Server(s) 5-2

CHAPTER 6

Bandwidth, Security, and QoS Considerations 6-1

Estimating Bandwidth Consumption 6-1

Remote Agent Traffic Profile 6-1

Silent Monitoring Bandwidth Usage 6-2

Serviceability and Security 6-12

Corporate Data Access 6-12

Port Utilization for Product Revisions 6-12

Ping, NAT, PAT, and Reverse DNS Lookups 6-13

QoS and Call Admission Control 6-13

Classifying IPCC Express and Application-Related Traffic 6-13

QoS Considerations for CAD software 6-14

APPENDIX A

Server Capacities and Limits A-1

APPENDIX B

Voice Over IP Monitoring B-1

Design Considerations for SPAN-Based Services B-1

APPENDIX C

IPCC Express Integration with LDAP Server C-1

I NDEX

Cisco IPCC Express Solution Reference Network Design

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