Reference Design Configuration Limits
Note |
The first four chapters of this book are for anyone who wants to get familiar with the three contact center enterprise solutions:
|
The following tables list key configuration limits for Contact Center Enterprise Reference Designs solutions.
Some of these limits are interdependent and dynamically change depending on the elements in your solution. For example, the number of skills per agent affects the maximum number of agents.
Limits that are listed as "per PG" always refer to a redundant pair of PGs.
Important |
Your contact center enterprise solution can only use the new higher configuration limits with the standard three coresident PG layout. |
Agent Limits
Note |
The figures in the Contact Director column refer to what are configured on the Contact Director. The figures do not include what is configured on the target systems to which the Contact Director connects. |
Resource |
2000 Agent Reference Design Model |
4000 Agent Reference Design Model |
12000 Agent Reference Design Model |
Contact Director Reference Design Model |
|
---|---|---|---|---|---|
Active Agents1 |
2000 |
4000 |
12000 |
24000 (2 target systems of 12000 agents) |
|
Active Agents on each Unified CM cluster |
2000 |
4000 |
8000 |
NA |
|
Configured Agents |
12000 |
24000 |
72000 |
NA |
|
Configured Agents per PG |
12000 |
12000 |
12000 |
NA |
|
Agents with TraceON enabled |
100 |
100 |
400 |
NA |
|
Agent Desk Settings |
2000 |
4000 |
12000 |
NA |
|
2000 with nailed-up connections Or 1500 with call-by-call connections |
2000 with nailed-up connections Or 1500 with call-by-call connections |
2000 with nailed-up connections Or 1500 with call-by-call connections |
2000 with nailed-up connections Or 1500 with call-by-call connections |
NA |
|
Active ECE Multimedia Agents |
15004 |
40005 |
120006 |
NA |
|
Agents per team |
50 |
50 |
50 |
NA |
|
Teams to which an agent can belong |
1 |
1 |
1 |
NA |
|
Skills per agent |
15 Refer to the section on dynamic sizing for details. |
15 Refer to the section on dynamic sizing for details. |
15 Refer to the section on dynamic sizing for details. |
NA |
|
Number of agents in a skill group |
12000 |
24000 |
72000 |
NA |
|
Attributes per agent |
50 |
50 |
50 |
NA |
Supervisor and Reporting User Limits
Resource |
Unified CCE 2000 Agent Reference Design Model |
Unified CCE 4000 Agent Reference Design Model |
Unified CCE 12000 Agent Reference Design Model |
Unified CCE Contact Director Reference Design Model |
|
---|---|---|---|---|---|
Active Supervisors7 |
200 |
400 |
1200 |
NA |
|
Configured Supervisors |
1200 |
2400 |
7200 |
NA |
|
Active teams |
200 |
400 |
1200 |
NA |
|
Configured teams |
1200 |
2400 |
7200 |
NA |
|
Supervisors per Team |
20 |
20 |
20 |
NA |
|
Teams per supervisor |
20 |
20 |
20 |
NA |
|
Agents per supervisor |
1000 |
1000 |
1000 |
NA |
|
Active Reporting users |
200 |
400 |
12008 |
NA |
|
Configured Reporting users |
1200 |
2400 |
7200 |
NA |
|
Reporting users per CUIC node |
100 |
200 |
200 |
200 |
NA |
Access Control Limits
Resource |
Unified CCE 2000 Agent Reference Design Model |
Unified CCE 4000 Agent Reference Design Model |
Unified CCE 12000 Agent Reference Design Model |
Unified CCE Contact Director Reference Design Model |
---|---|---|---|---|
Active Administrators per distributor9 |
50 |
50 |
50 |
50 |
Configured Web Administrators |
100 |
100 |
100 |
NA |
Roles |
30 - Packaged CCE only |
NA |
NA |
NA |
Departments |
200 - Packaged CCE only |
NA |
NA |
NA |
Department per Administrator |
10 - Packaged CCE only |
NA |
NA |
NA |
Machines in inventory |
1000 |
1000 |
1000 |
NA |
Outbound Campaign Limits
Resource |
Unified CCE 2000 Agent Reference Design Model |
Unified CCE 4000 Agent Reference Design Model |
Unified CCE 12000 Agent Reference Design Model |
Unified CCE Contact Director Reference Design Model |
---|---|---|---|---|
Outbound dialer per system |
1 per Agent PG |
1 per Agent PG |
1 per Agent PG |
NA |
Outbound dialer maximum calls per second |
20 |
40 |
120 |
NA |
Outbound dialer maximum calls per second per dialer10 |
20 |
30 |
30 |
NA |
Outbound dialer maximum ports on each SIP dialer |
1500 |
1500 |
1500 |
NA |
Outbound dialer maximum ports on each system (total) |
1500 |
3000 |
6000 |
NA |
Number of Campaigns per System (Agent/VRU based) |
1500 campaigns Preview and direct preview modes support up to 750 campaign skill groups in a medium or large PG VM, provided the number of configured dialer ports are twice the number of maximum active campaigns per dialer. |
1500 campaigns Preview and direct preview modes support up to 750 campaign skill groups in a medium or large PG VM, provided the number of configured dialer ports are twice the number of maximum active campaigns per dialer. |
1500 campaigns Preview and direct preview modes support up to 750 campaign skill groups in a medium or large PG VM, provided the number of configured dialer ports are twice the number of maximum active campaigns per dialer. |
NA |
Campaign skill groups per Campaign |
20 |
20 |
20 |
NA |
Total Campaign Skill Groups |
100 |
600 |
600 |
NA |
Maximum Outbound Skills per Agent |
5 |
5 |
5 |
NA |
Do Not Call Records per Import |
1,000,000 |
20,000,000 |
60,000,000 |
NA |
Precision Queue and Skill Group Limits
Note |
Each Precision Queue has an associated Skill Group. Each Precision Queue effectively has a weight of two Skill Groups. |
Resource |
Unified CCE 2000 Agent Reference Design Model |
Unified CCE 4000 Agent Reference Design Model |
Unified CCE 12000 Agent Reference Design Model |
Unified CCE Contact Director Reference Design Model |
---|---|---|---|---|
Skill Groups per System |
16,000 11 |
16,000 |
27,000 |
54,000 |
Enterprise Skill Groups |
4000 |
4000 |
4000 |
4000 |
Maximum combined configured Skill Groups and Precision Queues per peripheral |
4000 |
4000 |
4000 |
NA |
Configured Precision Queues per system |
4000 |
4000 |
4000 |
8000 of the maximum 54,000 queues |
Precision Queue steps |
10,000 |
10,000 |
10,000 |
NA |
Precision Queue term per Precision Queue |
10 |
10 |
10 |
NA |
Precision steps per Precision Queue |
10 |
10 |
10 |
NA |
Unique attributes per Precision Queue |
10 |
10 |
10 |
NA |
Max Unique Skills per Team |
50 |
50 |
50 |
NA |
Configured labels |
100,000 |
100,000 |
160,000 |
160,000 |
Precision Routing Attributes on each system |
10,000 |
10,000 |
10,000 |
NA |
Precision Routing Attributes for each Agent |
50 |
50 |
50 |
NA |
Skill Group statistics refresh rate |
10 seconds (default) |
10 seconds (default) |
10 seconds (default) |
NA |
Skill Groups per PG |
4000 |
4000 |
4000 |
NA |
Queues12 per Contact Sharing Group |
NA |
NA |
NA |
100 |
Contact Sharing Rules |
NA |
NA |
NA |
100 |
Contact Sharing Groups |
NA |
NA |
NA |
1000 |
Task Routing Limits
Resource |
2000 Agent Reference Design |
4000 Agent Reference Design |
12000 Agent Reference Design |
Contact Director Reference Design |
---|---|---|---|---|
Maximum active agents assigned to tasks per system |
2000 |
2000 |
2000 |
NA |
Maximum reserved and active tasks per agent13 |
15 |
15 |
15 |
NA |
Maximum incoming tasks/sec across all MRDs14 |
5 |
5 |
5 |
NA |
Task Routing API request/hr through SocialMiner |
15000 |
15000 |
15000 |
NA |
SocialMiner Configuration and Operational Limits
The following table shows the sizing limits for small and large deployments of a single SocialMiner system.
Limit |
Small Deployment |
Large Deployment |
---|---|---|
Concurrent active administrators |
5 |
5 |
Configured feeds |
100 |
200 |
Configured campaigns |
50 |
100 |
Concurrent active social media agents |
30 |
60 |
Tags per social contact |
20 |
20 |
Callback contacts per minute |
40 |
40 |
Filters per system15 |
15 combined Bayesian and Author filters 5 Script filters |
20 combined Bayesian and Author filters 10 Script filters |
Filters per campaign |
10 (5 max for script filters) |
10 (5 max for script filters) |
Incoming rate of contacts (total per hour) |
10,000 |
10,000 |
Dialed Number Limits
Resource |
Unified CCE 2000 Agent Reference Design Model |
Unified CCE 4000 Agent Reference Design Model |
Unified CCE 12000 Agent Reference Design Model |
Unified CCE Contact Director Reference Design Model |
---|---|---|---|---|
Dialed Numbers on each CVP peripheral (External Voice) |
200016 |
400017 |
1200018 |
1200019 |
Dialed Number on each Unified CM peripheral (Internal Voice) |
2000 |
2000 |
2000 |
NA |
Dialed Number on each MR peripheral (Multichannel) |
1000 |
1000 |
1000 |
NA |
Dialed Number on each Unified CM peripheral (Outbound Voice) |
1000 |
1000 |
1000 |
NA |
Note |
In the Global topology, each remote site can support the full limit of Dialed Numbers as mentioned in the table. |
System Load Limits
Resource |
Unified CCE 2000 Agent Reference Design Model |
Unified CCE 4000 Agent Reference Design Model |
Unified CCE 12000 Agent Reference Design Model |
Unified CCE Contact Director Reference Design Model |
---|---|---|---|---|
3000 |
6000 |
18000 |
36000 |
|
Maximum VRU Ports with Added PGs22 |
6000 |
12000 |
36000 |
72000 |
Maximum Inbound Calls per Second (CPS) |
15 |
30 |
90 |
300, of which Contact Sharing can handle 120 and the remainder is for self-service and line-of-business direct routing. |
Congestion Control CPS23 |
18 |
35 |
105 |
300 |
Maximum Inbound CPS per VRU PG24 |
15 |
15 |
15 |
NA |
Maximum VRU PIM per VRU PG |
2 |
2 |
2 |
NA |
Dynamic Reskilling (operations/hr.) |
120 |
120 |
120 |
NA |
Maximum Queued Calls and Tasks |
15000 |
15000 |
15000 |
15000 |
Task Routing API through SocialMiner (requests/hr.) |
15000 |
15000 |
15000 |
NA |
Media Routing Domains per system |
20 |
20 |
20 |
NA |
Agent Callback requests through SocialMiner (requests/hr.) |
1000 |
1000 |
1000 |
NA |
ECE Email or Chat requests per hour for 400 agent deployment |
6 per agent |
6 per agent |
6 per agent |
NA |
ECE Email or Chat requests per hour for 1500 agent deployment 25 |
6 per agent |
6 per agent |
6 per agent |
NA |
Incoming Messages per Second for CVP Reporting Server |
420 |
420 |
420 |
420 |
Reports per user For more details, see Resource Requirements for Reporting |
2 Live Data reports 2 AW-RealTime reports 2 historical reports |
2 Live Data reports 2 AW-RealTime reports 2 historical reports |
2 Live Data reports 2 AW-RealTime reports 2 historical reports |
NA |
Maximum rows per report |
100 for real-time 8000 for historical |
100 for real-time 8000 for historical |
100 for real-time 8000 for historical |
NA |
Note |
The following table lists the configuration limits for adding external machines in Packaged CCE deployments.
|
Call Variable Limits
Resource |
2000 Agent Reference Design Model |
4000 Agent Reference Design Model |
12000 Agent Reference Design Model |
Contact Director Reference Design Model |
---|---|---|---|---|
Persistent Enabled Expanded Call Variables (Default)26 |
5 |
5 |
5 |
5 |
Persistent Enabled Expanded Call Variable Arrays |
0 |
0 |
0 |
0 |
Maximum Contents per ECC (Expanded Call Context) Variable (bytes) |
210 |
210 |
210 |
210 |
Maximum Total ECC Contents Size (bytes) |
2000 |
2000 |
2000 |
2000 |
Maximum ECC Variable Name (bytes without null character) |
32 |
32 |
32 |
32 |
Maximum Total Contents and Name Size for ECC Variables (bytes) |
2500 |
2500 |
2500 |
2500 |
Number of Peripheral Variables |
10 |
10 |
10 |
10 |
Call Context for Peripheral Variables 1-10 (bytes) |
40 |
40 |
40 |
40 |
Other Limits
Resource |
2000 Agent Reference Design Model |
4000 Agent Reference Design Model |
12000 Agent Reference Design Model |
Contact Director Reference Design Model |
---|---|---|---|---|
Attributes |
10000 |
10000 |
10000 |
NA |
Maximum PGs with Live Data, Precision Queueing, or Single Sign-On enabled27 |
428 |
429 |
12 |
50 |
Maximum PGs |
30 |
100 |
150 |
NA |
Maximum Agent PGs on each VM |
1 |
1 |
1 |
NA |
Maximum Cisco Finesse server pairs per PG pair |
1 |
1 |
1 |
NA |
MR PIMs on each MR PG |
4 |
4 |
4 |
NA |
Bucket Intervals |
2000 |
4000 |
12000 |
NA |
Configured Call Types |
4000 |
8000 |
15000 |
15000 |
Call Type Skill Group per Interval30 |
30000 |
30000 |
30000 |
NA |
Active Routing Scripts |
1000 |
2000 |
6000 |
6000 |
Configured Routing Scripts |
2000 |
4000 |
12000 |
12000 |
Network VRU Scripts |
2000 |
4000 |
12000 |
12000 |
Maximum Reason Codes |
1000 |
2000 |
6000 |
NA |
Not-ready Reason Codes |
100 global codes 100 team codes |
100 global codes 100 team codes |
100 global codes 100 team codes |
NA |
Sign-out Reason Codes |
100 global codes 100 team codes |
100 global codes 100 team codes |
100 global codes 100 team codes |
NA |
Wrap-up Reasons31 |
100 global codes 1500 team codes |
100 global codes 1500 team codes |
100 global codes 1500 team codes |
NA |
Administration Bulk Jobs32 |
200 |
200 |
200 |
NA |
CTI AllEventClients33 |
7/Medium PG 20/Large PG34 |
7/Medium PG 20/Large PG |
7/Medium PG 20/Large PG |
NA |
Real-Time Only Distributors (for configuration only) |
4 (2 on each side) |
4 (2 on each side) |
10 (5 on each side) |
10 (5 on each side) |
Agent Targeting Rule (ATR) |
1000 |
1000 |
1000 |
NA |
The following table lists the configuration limits for adding external machines in the Packaged CCE deployments.
External Machines |
2000 Agent Reference Design Model |
|
---|---|---|
Main Site |
Remote Site |
|
Gateways |
0 or more |
0 or more |
Cisco SocialMiner |
0 or 1 |
None |
Cisco Unified CVP Reporting |
0 or 1 |
0 or 1 |
Cisco MediaSense |
0 or 1 |
0 or 1 |
Cisco Enterprise Chat and Email (ECE) |
0 or 1 |
435 |
Third-party Multichannel |
0 or 1 |
436 |