<xbody bgcolor="white" text="black" link="blue" vlink="purple" alink="red">
<p><b>Busy Hour Call Attempts (BHCA)</b>
<ul type="disc">
<li>Cisco CallManager PG CPU usage increased from 5% at
1,250 BHCA to 20% at 5,000 BHCA.<br>
<li>Cisco CallManager CPU usage increased from 9% at 1,250
BHCA to 30% at 5,000 BHCA.
</ul>
<p><b>Agents</b>
<ul type="disc">
<li>Currently, this limit is 250 agents per Cisco CallManager
server or 1,000 agents per cluster.
<li>Cisco CallManager PG CPU usage increased from 18% with
200 agents to 22% with 800 agents.
</ul>
<p><b>Skill Groups </b>
<ul type="disc">
<li>Cisco recommends that you limit the number of skill groups
per agent to less than 15
</ul>
<ul type="disc">
<li>Cisco CallManager PG CPU usage increased from 11% with
6 skill groups to 26% with 10 skill groups. CPU usage
doubled for every additional 4 skill groups per agent. Similar
results were observed for the ICM Router.
</ul>
<p><b>Queuing</b>
<ul type="disc">
<li>Logger CPU usage increased from 10% with no calls queued
to 20% with 45% of calls queued.
</ul>
<p><b>ICM Script Complexity</b>
<ul type="disc">
<li>ICM Router CPU usage increased from 5% with 1 Run VRU
script node to 10% with 9 Run VRU script nodes, when run
consecutively without delay times between “Run VRU”
nodes.
<li>VRU PG CPU usage increased from 9% with 1 Run VRU
script node to 24% with 9 Run VRU script nodes, when run
consecutively without delay times between “Run VRU”
nodes.
</ul>
<p><b>Reporting</b></p>
<p>Real-time reporting can have a significant effect on the Logger’s
processing due to SQL writes. This is why a separate server is
recommended for an AW and/or Historical Data Server (HDS) to
off-load reporting overhead from the Logger. </p>
<p><b>Conferences Setup</b></p>
<p>Transcoding resources have a device weight in Cisco CallManager
that you must also consider.</p>
<p><b>SoftPhone </b></p>
<p>The media-terminated IP softphone that is integrated with the
agent desktop uses Skinny Client Control Protocol (SCCP) and
has a device weight of 1.</p>
<p><b>IVR Script Complexity </b></p>
<p>Cisco recommends that you test complex IVR configurations in a
lab or pilot deployment to determine how they affect the
processor.</p>
<p><b>IP IVR Self-Service Applications</b></p>
<p>In deployments where the IP IVR is also used for self-service
applications, the self-service applications are in addition to the
IPCC load and must be factored into the sizing requirements. </p>
<p><b>Cisco CallManager Database</b></p>
<p>Very large updates to the Cisco CallManager database during busy
hours negatively affect call processing. Therefore, Cisco
recommends that you do not perform large database updates
(involving more than 1,000 records) during busy hours. Instead,
perform them either off-line, during a maintenance window, or
during non-peak hours.</p>
<p><b>Third-Party Database and Cisco Resource Manager
Connectivity</b></p>
<p>Cisco recommends that you engage a firm with the appropriate
experience and certifications to help you design your IPCC
solution. </p>
</xbody>
<!-- -->
