CiscoIPCCExpress Edition SolutionReferenceNetworkDesign 1
Contents 3
Preface 7
Purpose 7
Audience 7
Scope 7
Software Releases 8
Document Structure 8
Revision History 9
Obtaining Documentation 9
Cisco.com 9
Product Documentation DVD 10
Ordering Documentation 10
Documentation Feedback 10
Cisco Product Security Overview 10
Reporting Security Problems in Cisco Products 11
Obtaining Technical Assistance 11
Cisco Technical Support & Documentation Website 12
Submitting a Service Request 12
Definitions of Service Request Severity 13
Obtaining Additional Publications and Information 13
IPCC Express Overview and Packaging 15
IPCC Express Overview 15
IPCC Express Packaging 16
IPCC Express Licensing 16
Basic IVR Functionality 18
Basic ACD Functionality 18
Call Routing and Queuing 18
Cisco Agent Desktop (CAD) 19
IP Phone Agent (IPPA) 20
Cisco Supervisor Desktop (CSD) 21
Basic CTI Functionality 21
Advanced IVR Functionality 21
Advanced ACD Functionality 23
Call Routing and Queuing 23
Cisco Agent Desktop (CAD) 24
IP Phone Agent (IPPA) 24
Cisco Supervisor Desktop (CSD) 24
Advanced CTI Functionality 25
Historical Reporting 25
IPCC Express Solution Architecture 27
IPCC Express Terminology 27
IPCC Express Call Processing 29
IPCC Express System Management 30
CRS Engine and Database Components 31
Monitoring and Recording Components 32
7920 Wireless IP Phone Support 34
Citrix and Microsoft Terminal Services Support for CAD 35
IPCC Express ASR and TTS 36
IPCC Express Integration with ICM Software 37
IPCC Express Fault Tolerance 40
CRS Engine Redundancy 40
Database Redundancy 41
Network Partitioning 42
Recording and Monitoring Redundancy 42
Upgrading to IPCC Express 4.0 43
CRS 4.0 Software Compatibility 43
IPCC Express Deployment Models 45
IPCC Express General Rules for Design 47
CCM Co-Resident Deployment Model (1) 48
Single-Server Non-HA Deployment Model (2) 49
Multi-Server Non-HA Deployment Model (3) 49
Two-Server HA Deployment Model (4) 49
Four-Server HA Deployment Model (5) 50
Six-Server HA Deployment Model (6) 51
Ten-Server HA Deployment Model (7) 51
Other Design Considerations 52
Basics of Call Center Sizing 55
Terminology 55
Preliminary Information Requirements 56
Principal Design Considerations for Call Center Sizing 58
Planning Resource Requirements for Call Center Sizing 59
Sizing IPCC Express and CallManager Servers 63
Cisco A2Q Bid Assurance Requirements 63
Sizing Tools 63
Impact of Performance Criteria on the IPCC Express Server(s) 64
Effect of Performance Criteria 64
Impact of Performance Criteria on the Cisco CallManager Server(s) 64
Bandwidth, Security, and QoS Considerations 67
Estimating Bandwidth Consumption 67
Remote Agent Traffic Profile 67
Silent Monitoring Bandwidth Usage 68
Silent Monitoring Requestors 68
Silent Monitoring Providers 68
IP Call Bandwidth Usage 70
Bandwidth Requirements for VoIP Monitor Service 72
CAD Desktop Applications Bandwidth Usage 74
Cisco Agent Desktop Bandwidth Usage 75
Cisco Supervisor Desktop Bandwidth Usage 76
Cisco Desktop Administrator Bandwidth Usage 77
Remote Agent Traffic Profile 77
Serviceability and Security 78
Corporate Data Access 78
Port Utilization for Product Revisions 78
Ping, NAT, PAT, and Reverse DNS Lookups 79
QoS and Call Admission Control 79
Classifying IPCC Express and Application-Related Traffic 79
QoS Considerations for CAD software 80
Server Capacities and Limits 81
Voice Over IP Monitoring 83
Design Considerations for SPAN-Based Services 83
IPCC Express Integration with LDAP Server 87
Index 89
A 89
B 89
C 89
D 90
E 90
F 91
G 91
H 91
I 91
J 91
L 91
M 91
N 92
O 92
P 92
Q 92
R 92
S 93
T 93
U 93
V 93
W 93

motw/Cisco IPCC Express Edition_ Solution Refer - Cisco.pdf

zlib/no-category/bkeddy/expres40.fmb_24781745.pdf

Cisco IPCC Express Edition: Solution Reference Network Design

Cisco

producers:
Acrobat Distiller 6.0 (Windows)

Memory of the World Librarian: Quintus

2023-04-24