Ucst Ug

Cisco Unified Communications Sizing Tool
User Guide
For Unified Communications Sizing Tool Release 8.6(2)
July 15, 2011
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Text Part Number: OL-25515-01
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Cisco Unified Communications Sizing Tool User Guide
2011 Cisco Systems, Inc. All rights reserved.
CONTENTS
Preface
ix
Overview
ix
Audience
ix
Organization
ix
Related Documentation
Obtaining Documentation and Submitting a Service Request
CHAPTER
Introducing the Cisco Unified Communications Sizing Tool

Features and Benefits
1-2
1-7
Compatible Components Sizing

Individual Product Sizing
1-9
1-10
Using the Solution Sizing Summary
1-11
Using the Unified Communications ST Interface

Using Online Help
1-15
1-17
Managing Saved Solutions
CHAPTER
1-1
1-1
Defining a Solution Sizing Scenario

System Release Sizing
xi
1-19
Sizing the Core Unified Communications System Release Components

Unified Communications ST Models and Unified CM Resources
Impact to Unified CM Resources 2-1
How the Unified Communications ST Works 2-2
Utilization Model 2-3
Computer Telephony Integration (CTI) Input 2-3
Factors Affecting CTI Scalability 2-4
Improving Unified CM Performance
2-1
2-1
2-4
Identifying the Solution Components 2-5

System Release Sizing 2-5
Compatible Components Sizing 2-7
Sizing the Cisco Unified Communications Manager
Specifying the Deployment Model 2-8
Specifying the Endpoints 2-9
Specifying the Traffic Mix 2-11
2-8

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Specifying the Dial Plan 2-13

Specifying Unified CM Applications and 3rd Party CTI Integrations
Specifying the Media Options 2-18
Using the CM Output 2-19
Sizing Gateways
CHAPTER
2-15
2-21
Sizing a Unified Contact Center Solution
3-1
Sizing a Solution with Unified CCE 3-1

General Sizing Factors 3-1
Traffic Flow and Unified CCE Sizing 3-4
Identifying the Unified CCE Components
Describing Inbound Unified CCE Traffic
3-6
3-7
Describing Outbound Unified CCE Traffic

Identifying the Unified CCE Options
Describing the Reporting Options
3-9
3-12
3-14
Describing the Unified Expert Advisor Options

Describing the Peripheral Gateways
Describing Unified CVP Options
3-22
3-24
Describing Unified IP IVR Options
CHAPTER
3-20
3-26
Sizing Optional Unified Communications System Release Components

Overview
4-1
Sizing a Solution with Cisco Emergency Responder

Sizing a Solution with a Voice Messaging System
4-3
4-4
Sizing a Solution with Conferencing and Collaboration

Sizing a Solution with Cisco Unified Presence
4-8
4-12
Sizing a Solution with Cisco Intercompany Media Engine
4-15
Sizing a Solution with Unified Communications Management Applications
CHAPTER
4-1
Sizing Individual Products
4-16
5-1
Identifying Individual Products
5-1
Sizing an Individual Unity Product
5-2
Sizing an Individual Unity Connection Product
5-4
Sizing an Individual Unified MeetingPlace Product

Sizing an Individual Unified CVP Product
5-7
5-9
Sizing an Individual Unified Contact Center Express Product
5-13
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Sizing Individual Gateways
5-15
Sizing IOS Router DSP Resources 5-18

Transcoding Considerations 5-19
Conferencing Resource Considerations 5-20
Using the IOS Router DSP Calculator 5-20
CHAPTER
Unified Communications Sizing Tool Field Reference

My Solutions
6-2
New Solution Sizing

Solution Sizing
6-1
6-2
6-3
Identify Components
6-3
Unified Contact Center Enterprise 6-4

Components Tab 6-4
Inbound Tab 6-5
Input 6-5
BHCA Helper 6-7
Traffic Mix 6-8
Call Flows 6-9
Agents 6-12
Outbound Tab 6-13
General Information 6-13
Unanswered Calls Summary 6-14
Answering Machine Summary 6-16
Answered Calls Summary 6-18
Input 6-19
Unified CCE Options 6-19
Virtual Machines 6-19
ECC 6-20
System Load 6-21
Others 6-21
Call Flows 6-22
Reporting 6-22
Unified CCE Reporting Tab 6-22
Cisco Unified Intelligence Center Advanced Settings: Analyst User Profile 6-24
Cisco Unified Intelligence Center Advanced Settings: Manager User Profiles 6-27
Cisco Unified Intelligence Center Advanced Settings: Supervisor User Profiles 6-29
Cisco Unified Intelligence Center Advanced Settings: View Only User Profiles 6-31
Unified Expert Advisor Tab 6-33
Input 6-33
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Calculator Input 6-35

System Equipment 6-36
Gateways 6-36
PG Tab 6-36
Desktop 6-37
Skills 6-37
Input 6-38
Output 6-38
Agents 6-38
Unified CVP 6-40
Unified CVPIndividual Sizing Scenario
Unified IP IVR 6-45
Unified Contact Center Express
Options 6-46
Inbound 6-54
Outbound 6-57
6-42
6-45
Unified Communications Manager 6-60

Deployment Model Tab 6-60
Endpoints Tab 6-62
Devices 6-62
Clients 6-65
Inputs 6-67
Traffic Mix Tab 6-67
Input 6-68
PSTN Traffic 6-69
Inter-Enterprise Traffic 6-71
Intercluster BHCA 6-71
Intracluster Traffic 6-73
Dial Plan Tab 6-74
General 6-75
Softphone and Deskphone Control Modes 6-75
Partitions 6-76
Service Advertisement Framework / Call Control Discovery
Hunt Pilot 6-77
Routes 6-78
Applications Tab 6-78
Extension Mobility 6-79
Cisco Unified Mobility 6-80
Unified CM Assistant 6-82
Web Dialer Application 6-83
6-76
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Attendant Console 6-84

Cisco Unified Department / Business / Enterprise Attendant Console 6-85
3rd Party CTI Integration 6-87
Table 6-64 describes the function of each field in the 3rd party CTI Integration section of the
Applications tab. 6-87
BLF Presence 6-88
Clients 6-89
CTI Controlled Device 6-91
Unified Contact Center Agents 6-91
Media Tab 6-92
Output Tab 6-93
Output 6-93
Utilization 6-94
Server 6-95
Cisco Emergency Responder 6-95
Cisco Emergency Responder Section
Capacity Utilization Section 6-97
Voice Messaging Systems 6-99
Unity 6-99
Unity Connection 6-103
3rd Party Voice Messaging System
6-95
6-106
Unified MeetingPlace or 3rd Party Conferencing and Collaboration 6-107

Conferencing and Collaboration TabSystem Release Sizing or Compatible Components Sizing
Scenario 6-108
Input 6-108
Conferencing Traffic Mix 6-113
Server Requirements 6-115
Unified MeetingPlaceIndividual Sizing Scenario 6-117
Input 6-117
Server Requirements 6-121
Unified Presence 6-123
Input 6-123
Output 6-127
Cisco Intercompany Media Engine
6-127
Unified Communications Management Applications
6-129
Gateways 6-131
GatewaysSystem Release Sizing or Compatible Components Sizing Scenario
Gateways Group 6-132
Load That Needs To Be Allocated To All Gateway Groups 6-132
6-131

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Load That Needs to Be Allocated to Remaining Gateway Groups 6-133

Gateways Group [n] 6-134
Gateways Output 6-135
GatewaysIndividual Sizing Scenario 6-136
Gateways (Individual Sizing)Input 6-136
Gateways (Individual Sizing)PSTN TDM-IP Traffic and Options 6-137
Gateways (Individual Sizing)VoiceXML Traffic and Options 6-137
Gateways (Individual Sizing)Unified Border Element IP-IP Traffic and Options
Gateways (Individual Sizing)Output 6-140
IOS Router DSP Calculator 6-141
TDM Services 6-141
Extension Module for Voice/Fax Configuration
Network Module Configuration 6-145
IP Services 6-146
Conferencing 6-147
6-138
6-143
Solution Sizing Summary 6-149

Growth Factor 6-150
Unified CM System Equipment 6-151
Emergency Responder Servers 6-152
Voice Messaging System Equipment 6-152
Conference System Equipment 6-152
Cisco Unified Presence System Equipment 6-153
Unified CVP System Equipment 6-153
PG System Equipment 6-154
Unified Expert Advisor System Equipment 6-154
Unified IP IVR System Equipment 6-155
Component 6-155
Downloading a Solution Sizing Summary Report 6-155
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Preface
This preface contains the following sections:
Overview
Audience
Organization
Overview
This document describes how to use the Cisco Unified Communications Sizing Tool (Unified
Communications ST) for planning the capacity of a Cisco Unified Communications System.
Audience
This document is written for Cisco and channel partner network engineers who are responsible for sizing
and evaluating solutions for customers implementing Cisco Unified Communications solutions.
Organization
The following table summarizes how this document is organized and the purpose of each chapter:
Chapter
Purpose
Chapter 1, Introducing the Cisco Unified

Communications Sizing Tool
Introduces the purpose of the Unified

Communications ST and how to use it for capacity
planning.
Chapter 2, Sizing the Core Unified

Communications System Release Components
Describes how to use the Unified Communications

ST for capacity planning with a basic Unified CM
solution, which includes Unified CM, endpoints,
and TDM gateways.

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Chapter
Purpose
Chapter 3, Sizing a Unified Contact Center

Solution

ST for capacity planning with a solution including
Unified CCE.
Chapter 4, Sizing Optional Unified

Communications System Release Components

ST for capacity planning for a system release with
optional components, including conferencing and
voice messaging products, Cisco Emergency
Responder, Unified Presence, Cisco MediaSense,
Cisco Intercompany Media Engine, and Unified
Communications Management Applications.
Chapter 5, Sizing Individual Products

ST to determine the hardware requirements for
individual components, including Unity, Unity
Connection, Unified MeetingPlace, Unified CVP,
Unified Contact Center Express, Unified
Communications Manager Session Management
Edition, and Gateways. Also discusses a DSP
Calculator for Cisco IOS DSP resources.
Chapter 6, Unified Communications Sizing Tool Provides a systematic reference for each field in
the Unified Communications ST user interface.
Field Reference
This document should be used in conjunction with other documentation available at the following
locations:
For Cisco Unified Communications Solution Reference Network Design (SRND) documents:
http://www.cisco.com/go/ucsrnd
For more information about the Cisco Unified Communications System:

http://www.cisco.com/go/unified-techinfo
For more information about the following Cisco Unified Communications products supported by the
Unified Communications ST:
Cisco Unified Communications Manager (Unified CM)
http://www.cisco.com/en/US/products/sw/voicesw/ps556/tsd_products_support_series_home.
html
Cisco Unified Presence (Unified Presence)
http://www.cisco.com/en/US/products/ps6837/tsd_products_support_series_home.html
Cisco Unified Contact Center Enterprise (Unified CCE)
http://www.cisco.com/en/US/products/sw/custcosw/ps1844/tsd_products_support_series_hom
e.html
Cisco Unified Customer Voice Portal (Unified CVP)
e.html
Cisco Unified Contact Center Express (Unified CCX)
e.html
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Cisco Emergency Responder
http://www.cisco.com/en/US/products/sw/voicesw/ps842/tsd_products_support_series_home.
html
Cisco Unified MeetingPlace
http://www.cisco.com/en/US/products/sw/ps5664/ps5669/tsd_products_support_series_home.
html
Cisco Unity
http://www.cisco.com/en/US/products/sw/voicesw/ps2237/tsd_products_support_series_home
.html
Cisco Unity Connection
Cisco MediaSense
Cisco Unified Provisioning Manager
Cisco Unified Operations Manager
Cisco Unified Service Monitor
Cisco Unified Service Statistics Manager

For information on obtaining documentation, submitting a service request, and gathering additional
information, see the monthly Whats New in Cisco Product Documentation, which also lists all new and
revised Cisco technical documentation, at:
http://www.cisco.com/en/US/docs/general/whatsnew/whatsnew.html
Subscribe to the Whats New in Cisco Product Documentation as a Really Simple Syndication (RSS) feed
and set content to be delivered directly to your desktop using a reader application. The RSS feeds are a free
service and Cisco currently supports RSS Version 2.0.

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CH A P T E R
Introducing the Cisco Unified Communications

Sizing Tool
This chapter introduces the Cisco Unified Communications Sizing Tool (Unified Communications ST)
and includes the following sections:
Using Online Help

The Unified Communications ST can help you quickly and accurately size large and complex Cisco
Unified Communications System Releases and compatible systems starting with Cisco Unified
Communications System Release 5.1. Unified Communications ST Release 8.6(2) includes support for
Cisco Unified Communications System Releases 5.x, 6.x, 7.x, 8.x, and associated products. Earlier
system releases will be supported by the legacy tools, including the Cisco Unified Communications
Manager Capacity Tool (Unified CMCT) and the Unified CCE Sizing Tool (UCCT).
The key features provided by the Unified Communications ST include the following:
Flexible sizing options:

Cisco Unified Communications System Release
Individual Component Sizing
Saving, copying, and sharing solutions
Dynamic updates to sizing results as input parameters change
Online context-sensitive help
Direct links to documentation and training resources

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Chapter 1
Simple, yet powerful navigation, allowing you to navigate to any screen at any time
Auto-Save
Dynamic Error Messaging
The benefits provided by the Unified Communications ST to Cisco, partners, and resellers include the
following:
A single sizing tool that assists users sizing large and complex Unified Communications and Unified
Contact Center systems
Sizing for new deployments as well as upgrades to existing systems, starting with Cisco Unified
Communications System Release 5.1
Accurate sizing to lessen deployment risk
Visibility into system capacity
Sizing tool accounts for how configurations for one product impact the capacity of other products
in the system
Support for the full suite of enterprise Unified Communications products.
Accessible free-of-charge at any time from most web browsers without special software installation
or plug-ins
Supports sizing of all users who are expected to access the voice messaging system (Unity, Unity
Connection or 3rd Party) at the busiest time, which typically will be to check an important broadcast
message, or during start of the business day at the workplace.
Note
For a complete list of components and versions supported by Unified Communications ST Release
8.6(2), see the Release Notes for Cisco Unified Communications Sizing Tool, Release 8.6(2) at:
http://tools.cisco.com/cucst/help/unifiedCSTrn.pdf
Note
Depending on the combination of options you select, certain fields and options may not be supported in
subsequent pages. These fields are disabled (grayed out) and not available for selection.

To get started in defining a new solution, perform these steps:
Step 1
Direct your browser to the Unified Communications ST website at the following URL:
http://tools.cisco.com/cucst
Note
The Unified Communications ST fully supports Microsoft Internet Explorer 6.0, 7.0, and 8.0; Mozilla
Firefox 2.x and 3.x; Apple Safari 3.x and 4.x; and Google Chrome. Other browsers will work, but there
may be minor problems in the formatting or display.
When you access the Unified Communications ST website, the system prompts for your username and
password, as shown in Figure 1-1.
1-2
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Figure 1-1
Step 2
Note
Unified Communications ST Login Screen
Enter your username and password in the fields provided.
You can only have one active session open at a time. If you try to open a second session, you will receive
an error message.
Access to Unified Communications ST is limited to authorized Cisco employees and channel partners.
Note
Unified Communications ST provides information that could be harmful to Cisco business interests if
obtained by Cisco competitors or customers who are not qualified to correctly interpret the results.
After entering valid credentials, the system displays the My Solutions screen shown in Figure 1-2.

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Chapter 1
Figure 1-2
My Solutions Screen
For information about using the screen to manage saved solutions, refer to the Managing Saved
Solutions section on page 1-20.
Step 3
To create a new solution, click the New Solution tab.

The system displays the screen shown in Figure 1-3.
1-4
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Figure 1-3
New Solution Sizing Screen
Step 4
Enter a name in the Solution Name field and fill in the other fields to describe the solution being sized.
Step 5
When finished, click Save and Continue.


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Figure 1-4
Sizing Scenario Screen
You can use the Unified Communications ST to perform sizing as follows:
System Release SizingSizes the entire solution, using the components you select.
Compatible Components SizingSizes a solution based on a specific Unified CM system release.
Individual Product SizingSizes one or more specific components.
Each of these three ways of using the Unified Communications ST is summarized in the following
sections.
1-6
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When you select System Release Sizing, the system displays a screen that lets you select the components
to include in the sizing calculations required to size a complete solution as shown in Figure 1-5.
Figure 1-5
Selecting Components to Include in Sizing Calculations
After you select the components you want to include in the solution to be sized (Figure 1-5), the Unified
Communications ST does the following:
Displays a series of screens that allow you enter the information required to describe each
component.
Uses the information to calculate the impact of each component on the Cisco Unified
Communications Manager (Unified CM) clusters.
Identifies the components required to create a solution with sufficient capacity.
Displays a summary of the solution sizing recommendations.
For information about using the Unified Communications ST interface for sizing solutions containing
different components, refer to the sections listed in Table 1-1.

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Table 1-1
System Release and Compatible Components Sizing References
Using Field Information in This

Section
To Size a Solution Including This Component
Perform the Steps in This Section
Core Products
Cisco Unified
Communications
Manager
Sizing the Cisco Unified

Communications Manager section
on page 2-8
Unified Communications Manager

section on page 6-69
Cisco IOS Gateways

(including Unified
Border Element and
IP-IP Gateways)
Sizing Gateways section on

page 2-21
Gateways section on page 6-161
IP Telephony
Cisco Intercompany
Media Engine
Sizing a Solution with Cisco

Intercompany Media Engine section section on page 6-141
on page 4-18
Contact Center
Products
Cisco Unified Contact

Center Enterprise
Sizing a Unified Contact Center

Solution section on page 3-1
Unified Contact Center Enterprise

section on page 6-4
Cisco Unified
Intelligence Center

Reporting section on page 6-22
Cisco Unified Expert

Advisor
Describing the Unified Expert

Advisor Options section on
page 3-20
Unified Expert Advisor Tab

Cisco Unified CVP

Unified CVP section on page 6-40
Cisco Unified IP IVR
Describing Unified IP IVR Options Unified IP IVR section on

page 6-45
Cisco MediaSense

MediaSense section on page 4-16
Cisco Unified Presence
Sizing a Solution with Cisco Unified Unified Presence section on

Presence section on page 4-13
page 6-142
Cisco Emergency
Responder

Emergency Responder section on
page 4-3
Conferencing and
Collaboration
Products
Cisco Unified
MeetingPlace
Sizing a Solution with Conferencing Unified MeetingPlace or 3rd Party

and Collaboration section on
Conferencing and Collaboration
page 4-9
Voice Messaging
Products
Cisco Unity
Sizing a Solution with a Voice

Messaging System section on
page 4-5
Unity section on page 6-110
Cisco Unity Connection Sizing a Solution with a Voice

page 4-5
Unity Connection section on

page 6-117
3rd Party Voice

Messaging System

Applications
Sizing a Solution with a Voice

page 4-5
Cisco MediaSense section on

page 6-154

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Table 1-1
System Release and Compatible Components Sizing References (continued)
To Size a Solution Including This Component

Section
Network
Management
Applications
Cisco Unified
Provisioning Manager
Sizing a Solution with Unified

Communications Management
Applications section on page 4-19
Unified Communications
Management Applications section
on page 6-157
Cisco Unified
Operations Manager

on page 6-157
Cisco Unified Service

Monitor

on page 6-157
Cisco Unified Service

Statistics Manager

on page 6-157

When you choose the Compatible Components Sizing option, the Unified Communications ST selects
components compatible with specific releases of Unified CM and the other solution components. When
you select the Compatible Components Sizing option, the system displays the screen shown in
Figure 1-6.
Figure 1-6
Compatible Components Sizing Selection Screen
Use this screen to select the components to be included in the solution, and then select the specific
release of each component that you wish to use. The system displays a series of screens that allow you
to size a solution that is compatible with the Unified CM release that you select.

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For information about using the Unified Communications ST interface for sizing solutions based on
compatibility, see the sections listed in Table 1-1.
For information about the completing a specific field, refer to the online help or see the appropriate
section in Chapter 6, Unified Communications Sizing Tool Field Reference.

When you choose the Individual Product Sizing option, the Unified Communications ST lets you size a
specific component. When you use this option, the Unified Communications ST does not analyze the
interaction between components or the effects of components on the overall solution capacity. When you
select the Individual Product Sizing option, the system displays the screen shown in Figure 1-7.
Figure 1-7
Individual Product Sizing Menu
The system displays an Individual Product Sizing screen for each component selected. Table 1-2 lists the
components that can be sized individually, and also identifies the sections that describe the fields for
each Individual Product Sizing screen.
Table 1-2
Individual Product Sizing References
To Size This Individual Component
Voice Messaging
Products

section on page 5-2
Conferencing and
Collaboration
Products
Cisco Unity

Section
Unity section on page 6-110
Cisco Unity Connection Sizing an Individual Unity

Connection Product section on
page 5-4
Unity Connection section on

page 6-117
Cisco Unified
MeetingPlace
Unified MeetingPlace or 3rd Party

Sizing an Individual Unified

MeetingPlace Product section on
page 5-7
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Table 1-2
Individual Product Sizing References (continued)

Section
To Size This Individual Component
Contact Center
Products
Cisco Unified CVP
Sizing an Individual Unified CVP

Product section on page 5-9
Cisco Unified Contact

Center Express
Sizing an Individual Unified Contact Unified Contact Center Express

Center Express Product section on
page 5-13
Cisco IOS Gateways

(including Unified
Border Element and
IP-IP Gateways)
Sizing Individual Gateways section Gateways section on page 6-161

on page 5-17
Cisco IOS DSP

Resources
Sizing IOS Router DSP Resources

Infrastructure
Products
Unified CVP section on page 6-40
IOS Router DSP Calculator section

on page 6-173

When you click Continue after the last screen in the solution sizing scenario that you have chosen, the
system displays the screen shown in Figure 1-8,. The Unified Communications ST displays the type and
quantity of each type of server that is required for each component.
Note
For detailed descriptions of the fields in the Solution Sizing Summary tab, see the Solution Sizing
Summary section on page 6-185.

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Figure 1-8
Solution Sizing Summary
1-12
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Figure 1-9
Solution Sizing Summary (continued)

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Figure 1-10
Solution Sizing Summary (continued)
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Note
You can download and save the solution sizing summary report as a PDF file. See Downloading a
Solution Sizing Summary Report section on page 6-192 for instructions.
From the Solutions Sizing Summary page, you can click the My Solutions link to verify that your new
solution has been added to your saved solutions, so that you can share your solution or make a copy and
modify the copy to test different scenarios.

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The top menu bar (Figure 1-11) in the Unified Communications ST interface provides the following
options:
New SolutionClick this link to start a new solution sizing scenario.
My SolutionsClick this link to display previously saved solutions.
Documentation & TrainingClick this link to:

Display a PDF of the Cisco Unified Communications Sizing Tool User Guide for the current
release.
Display a PDF of the Release Notes for Cisco Unified Communications Sizing Tool for the
current release.
View the Unified Communications ST voice on demand or the Unified Communications ST
Quick Learning Modules.
Figure 1-11
FAQsClick this link to access answers to frequently asked questions about the features and
capabilities of the Unified Communications ST.
SupportClick this link to open a case with the PDI Help Desk.
Top Menu Bar
After entering changes, click the Save button at the bottom of the screen (Figure 1-12) to save your
changes. Click Continue or click a different tab or link to view the effect of your changes before saving
them.
Click the Back button on your browser or click on any tab or link in the interface to view values on other
pages and to view the results of changing values on different input fields. It is particularly useful to click
the Output tab to quickly discover the effect of changing different values.
To return to the My Solutions screen without saving any changes or entries made on a screen, click the
Cancel button (Figure 1-12).
Figure 1-12
Save, Cancel, and Continue Buttons
When you click Cancel on any screen, a confirmation dialog box appears as shown in Figure 1-13.
1-16
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Figure 1-13
Cancel Confirmation
To abandon the last changes you made and return to the My Solutions screen, click OK on the Cancel
Solution dialog box. Otherwise, click Cancel on this dialog box to return to the screen that you were
previously viewing.
Figure 1-14 illustrates some of the basic components and features provided by the Unified
Communications ST user interface.
Figure 1-14
Unified Communications ST User Interface Components and Features

Navigation links
Navigation tab
Input field
Pull-down selection list
Context-sensitive help
Status pane
The left pane on each page contains navigation tabs that let you move between pages within the current
selection. When you click Continue on each page, the next page appears. After completing each page,
the first page of the next selection appears. The right pane contains navigation links that you can use to
move directly to any selection.
Each page provides input fields and pull-down selection lists that let you enter information and select
options to describe the solution being sized. The question mark on the right of the pane is a link to
context-sensitive help, which explains how to use each field or selection list.

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Using Online Help
The lower section of the right pane indicates the status of the current input operation. When fields on a
screen are not correctly completed, the system highlights the affected fields in red and displays the Has
Errors indicator.
Using Online Help

The Unified Communications ST provides the following ways to access information about using the tool
for sizing a solution:
Context-sensitive online help
Online Unified Communications ST User Guide
Video on Demand and Demonstration
To use context-sensitive online help, click the question mark (?) next to each field in the user interface
to read a description of the field and specific information about how to obtain the value required. As
shown in the example in Figure 1-15, the system displays the appropriate definition and any guidance
available about how to complete the field or to obtain the information required.
Figure 1-15
Context-Sensitive Help Popup
After reading the information, click OK to close the help window. To view the online version of the
Unified Communications ST User Guide, click the Documentation & Training link (Figure 1-16).
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Using Online Help
Figure 1-16
Documentation & Training Link
This displays a number of links, including ones for obtaining PDF versions of this Unified
Communications Sizing Tool User Guide and the Release Notes for Cisco Unified Communications
Sizing Tool for the current release. Other related documents are also available from this page, including
Solution Reference Network Design (SRND) guides. Also, to view the video-on-demand (VOD)
introduction or online demonstration for the Unified Communications ST, click on the appropriate link.

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When you click the My Solutions link, the system displays a list of previously saved solutions, including
the name, description, the type of solution, when the solution was last updated, and the status of the
solution (see Figure 1-17).
Figure 1-17
My Solutions Tab
To use the My Solutions screen to access information about solutions, perform these steps:
Step 1
Step 2
To filter the display of previously saved solutions, do the following in the Show field:
Click All to show all previously defined solutions.
Click System Releases to show solutions based on a Unified Communications system release (see
System Release Sizing for more information).
Click Compatible Components to show solutions compatible with a specific Unified CM release
(see Compatible Components Sizing for more information).
Click Individual Products to show solutions containing one or more individual products (see
Individual Product Sizing for more information).
Examine the Status column to determine the state of each solution. Possible status values include:
Complete: Indicates the solution has been completed sized and validated; no further action is
required.
xx% complete: Indicates the solution requires additional input. When you view the solution, any
screens or tabs that are missing a green checkmark in the Status Pane require additional input.
Errors: Indicates that one or more screens/tabs in the solution contains invalid data that must be
corrected. When you view the solution, any screen or tab with errors is identified by a red
exclamation mark.
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Revalidation Required: Indicates a solution that was created using a previous version of Unified
Communications ST and must be revalidated. To revalidate a solution, click the Revalidate link next
to the solution name to cause the Unified Communications ST to recalculate the solution using new
sizing rules and default values.
Step 3
To open an existing solution for editing, click the Edit link next to the solution name.
Step 4
To delete one or more solutions, enable the Select check box next to the solution(s) and click Remove
Selected.
Step 5
To copy one or more existing solutions, enable the Select check box next to the solution(s) and click
Copy Selected.
Figure 1-18
Copy Solution(s) Dialog Box
Step 6
Enter a new name for each solution in the dialog box and click Copy to save the copies or click Cancel
to return to the My Solutions screen without making copies.
Step 7
To send one or more existing solutions to another Cisco.com user, enable the Select check box next to
the solution(s) and click Send Selected.
Figure 1-19
Send Solution(s) Dialog Box
Step 8
Modify the name of the solution (optional) and enter the username of a person with Cisco.com
credentials (without @cisco.com) in the fields provided.
Step 9
Click Send to send the solutions or click Cancel to return to the My Solutions screen without sharing
the solution(s).
The system copies the solution to the My Solutions tab of the specified user and generates an email
notification to the user. The email is sent to the address configured by the owner of the Cisco.com
account using Cisco.com account management.

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Sizing the Core Unified Communications System

Release Components
This chapter describes how to use the Cisco Unified Communications Sizing Tool (Unified
Communications ST) to size the core components of a Cisco Unified Communications solution,
including Cisco Unified Communications Manager, endpoints and gateways. This chapter contains the
following sections:
Identifying the Solution Components
Sizing Gateways

This section provides background information that will help you understand how the Unified
Communications ST calculates the impact of different components and options on Unified CM server
resources. It includes the following topics:
Impact to Unified CM Resources
How the Unified Communications ST Works
Utilization Model
Computer Telephony Integration (CTI) Input
Impact to Unified CM Resources

The Unified Communications ST helps you identify the Unified CM system that is required for
supporting a given number of VoIP phones and other telephony equipment and applications. Many types
of devices can register with Cisco Unified CM, which affects the capacity of the system. These different
device types include the following:
IP phones
CTI (TAPI or JTAPI) devices
Gateways

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DSP resources (such as transcoding and conferencing)
The Unified CM servers have two fundamental resources that contribute to the scalability of the system.
The Unified Communications ST has a model of those resources and tracks the usage of the resources
based on the inputs provided by the user. For each resource, the Unified Communications ST has a
budget, but the budget is less than 100% of the actual physical resources available on the servers.
Each of these devices requires the following resources from the Unified CM server with which it is
registered:
Memory (RAM)Unified CM processes can access a pool of three gigabytes of actual virtual
memory. The sizing tool allows for a budget of 2.1 gigabytes of virtual memory and all utilization
reported by the sizing tool is based on the percent utilization of that budget.
These limits restrict the capacity of a single Unified CM cluster. When a Unified CM cluster
exhausts the available RAM, the application begins paging to hard disk, which may slow processing
to unacceptable levels for voice processing.
Memory is used primarily by the number of devices, the number of simultaneous active calls, the
number of DS0s, and the number of CTI application ports. In addition, enabling TLS security on
phone devices increases memory utilization.
Note
CPUUtilization of the CPU is mainly affected by call connections attempts. Once a call is
connected, it has a minimal impact on the CPU. Therefore the number of calls per hour (BCHA) is
the most critical statistic affecting CPU utilization. The Unified Communications ST accounts a
budget for CPU utilization of 68% of the total CPU.
Even on multiprocessor servers only one processor is available to Unified CM processes.
How the Unified Communications ST Works

The Unified Communications ST lets you calculate the capacity of the system for various configurations,
and also provides input fields to identify the number of devices and the average rate of connections and
utilization for each type of device.
Each of the inputs to the sizing tool represents components that utilize resources on Unified CM. The
duration that the resource is utilized is important. Utilization of resources that is relatively permanent is
considered static and this resource utilization can be characterized by the numbers of these components.
Dynamic use of resources is the use of a resource for a relatively short period of time and is characterized
in the sizing tool by a BHCA rate as well as an Average Hold Time (AHT). The following are some
examples:
Devices that are configured on the system and involve a registration mechanism or devices that have
a permanent connection with Unified CM for signalling. That memory is static for the duration of
the registered state or the duration of the signalling connection. Typically these connections are
established at system startup and are persistent.
Calls established by the system have impact to both the memory and CPU and both are dynamic
impacts. The setup of each call has a CPU cost on the system while the call is being established so
the sizing tool requires only a BHCA rate be specified to calculate this impact. The state of each call
must be tracked by Unified CM for the duration of that call. The impact to the system must take into
account the duration of calls.
It is exceedingly complex to specify the duration of each call to calculate a cost to the system. The
alternative is to express the load to the system by specifying the combination of a BHCA rate and
the average duration of the calls made. The sizing tool calculates the load from the product of the
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BHCA rate and the AHT. Holding time is the duration that a call was active on the system.
Throughout the sizing tool there are inputs for both BHCA rate and AHT for various components
that add to the call loading of Unified CM.
Utilization Model
The Unified Communications ST has a model that simultaneously tracks a budget of memory and CPU
and a running tally of the percentage utilization of that budget. It also accounts for specific hard limits
of the individual components, these are represented by rules that define scalability of items that are
limited by concerns other than memory, CPU or disk I/O. These are expressed as budgets for those
specific rules.
Any item may have a cost against the resources of a single server or against the resources of multiple
servers. A call has one incoming and one outgoing call leg which may not have the same cost. The
Unified Communications ST provide inputs that allow differing calls legs to be represented. For
instance, the percentage calls through a gateway are specified because one call leg may be to a IP
telephone and the second call leg is to the gateway, with each of these calls legs having a distinct
cost to the system.
The Unified Communications ST is a system sizing tool so it is assumed that the inputs will specify
the required scale of the entire solution. For instance, it is not possible for a single Unified CM
cluster to support 100,000 phones but the sizing tool does allow that number to be specified because
it can recognize that more than one cluster is required. The output of the sizing tool will reflect the
number of clusters that are required to support the desired scaling.When multiple clusters are
necessary the Unified Communications ST assumes that items are equally divided across the number
of clusters that it calculates. If you have a requirement that the components not be roughly evenly
divided across clusters, then it is recommended that the sizing tool be run individually for each
cluster based on your required division of the users and devices.
The following guidelines apply to Cisco Unified Communications Manager Release 8.6(2):
Note
CTI overhead is now calculated using three different values: the number of CTI controlled devices,
number of CTI controlled lines, and the number of applications controlling these devices and lines.
Each of these values is calculated independently and checked against thresholds. For example, a
high performance MCS-7845 server can be configured with up to 5,000 CTI controlled devices,
10,000 CTI controlled lines, and up to 3 applications controlling each of these devices
Additional input fields have been added that allow user to specify the number of CTI application
instances and for average number of such applications per CTI controlled device.
These guidelines depend on the Unified CM version because some versions have different limits. Refer
to the appropriate Cisco Unified Communications SRND for the guidelines for a specific version.
Computer Telephony Integration (CTI) Input

Computer Telephony Integration or CTI is the foundation for providing enhanced services and
application on the Unified Communications Manager. Using CTI, applications can monitor a phones
status and influence the routing of individual calls based on business logic. For example, an IP IVR
application might collect information from a caller and then use that information to route their call to
the appropriate department or person in the enterprise. In the Unified CM, CTI is also used by soft clients
such as Cisco Unified Personal Communicator (CUPC) or clients based on the Cisco Unified Client
Services Framework (CSF), to control an associated deskphone for receiving and placing calls.

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Factors Affecting CTI Scalability

All CTI activity by external applications and soft clients is handled by the CTI Manager service running
on Unified CM subscriber servers and affects the overall capacity of the cluster in terms of CPU and
memory usage. In addition, there is a maximum limit of how many devices and lines or DNs can be
controlled by each server at any given time. The Unified Communications ST will enforce these limits
and will add servers and even another cluster based on the number of devices under control of CTI, even
if the CPU and memory limits are not exceeded.
The following factors impact CTI scalability:
Memory Impact: Each DN that is marked as being CTI Controlled consumes more static memory
as compared to a non CTI controlled DN. Similarly, dynamic memory consumption, which comes
into play for active calls, also increases for CTI controlled DNs. These extra memory allocations
account for the overhead in configuring and processing calls from these DNs.
CPU Impact: To process calls to and from each CTI controlled DN, extra CPU resources over the
requirement for non CTI controlled DNs, are required.
Multiple Lines per device: If CTI controlled endpoints contain multiple lines or DNs, then the
overall CTI impact is determined by the larger of the device impact and the line impact. The number
of devices is the number of endpoints under CTI control, and the number of lines is the number of
DNs under CTI control.
Shared Lines per device: If a CTI controlled DN is shared across multiple endpoints, then each of
DN appearance counts as a line towards the line limit. In addition the endpoint on which the shared
DN appears counts towards the endpoint limit. Thus CTI controlled shared lines over non CTI
controlled endpoints count towards both the line and the device limit.
Number of Applications: Depending on the server type, up to three applications may control a CTI
device without increasing the CTI device count.

The recommendations provided in this section are based on calculations made using the Unified
Communications ST with default trace levels and Call Detail Records (CDR) enabled.
Higher levels of performance can be achieved by disabling, reducing, or reconfiguring functions that are
not directly related to processing calls. Conversely, increasing some of these functions can reduce the
call processing capabilities of the system. These functions include the following:
Services that are co-resident on the Unified CM server
Detailed tracing
Call detail recording
Highly complex dial plans
A dial plan may become highly complex by including extensive use of the following:
Line appearances
Partitions
Calling search spaces
Route patterns
Translations
Route groups
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Hunt groups
Pickup groups
Route lists
Call forwarding
Co-resident services or other applications
All of these functions may consume additional resources within the Cisco Unified CM server.
The following options can help improve system performance and capacity:
Install additional certified memory in the server, up to the maximum supported for the particular
platform. Doubling the RAM in MCS 7825 and MCS 7835 or equivalent servers is recommended in
large configurations for that server class. Verification using a performance monitor will indicate if
this memory upgrade is required. As the server approaches maximum utilization of physical
memory, the operating system will start to swap to disk. This swapping is a sign that additional
physical memory should be installed.
A Cisco Unified CM cluster with a very large dial plan including many gateways, route patterns,
translation patterns, and partitions, can take an extended amount of time to initialize when the
Cisco Unified CM Service is first started. If the system does not initialize within the default time,
service parameters can be modified to allow additional time for the configuration to initialize. For
details on these service parameters, refer to the online help for Service Parameters in Cisco Unified
CM Administration.

This section describes the two methods of sizing a solution, based on a specific system release, or based
on compatible components. This section includes the following topics:

To identify components for a solution based on a system release, complete the following steps.
Step 1
Step 2
When prompted, enter your username and password in the fields provided.
Step 3
To create a new solution, click the New Solution tab at the top of the window.
Step 4
Note
For detailed descriptions of the fields in the New Solutions tab, see New Solution Sizing section on
page 6-2.
Step 5
Step 6
In the sizing scenario screen, click System Release Sizing.

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A screen like the one shown in Figure 2-1 appears, which lets you select the components in the solution.
Figure 2-1
Step 7
Identifying Components for a System Release Sizing Scenario
Choose the appropriate system release from the pulldown menu.

Figure 2-1 illustrates the options provided for System Release 8.5.1.
Step 8
Note
Step 9
In the Component section, use the radio buttons to make the following selections to size a basic solution
including only Unified CM and gateways:
Unified Contact CenterNo
Cisco Unified Communications ManagerYes
Cisco Emergency ResponderNo
Voice MessagingNo
Conferencing and CollaborationNo
GatewaysYes
Instructions for including a contact center element in the solution are provided in Chapter 3, Sizing a
Unified Contact Center Solution. Instructions for adding optional components to the solution, such as
Cisco Emergency Responder, a voice messaging system, conferencing and collaboration resources, and
Cisco Unified Presence, are provided in Chapter 4, Sizing Optional Unified Communications System
Release Components.
Click Continue.
The first tab of the Cisco Unified Communications Manager window appears as shown in Figure 2-3.
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Note
In the screen shown in Figure 2-1 and the subsequent screens, when you click Save, the system saves the
changes and lets you make further changes to the same screen. Clicking Continue displays the next
screen without saving your changes.

To identify the compatible components for a solution being sized, complete the following steps.
Step 1
Step 2
Step 3
Step 4
Note
For detailed descriptions of the fields in the New Solutions tab, see New Solution Sizing section on
page 6-2.
Step 5
Step 6
In the sizing scenario screen, click Compatible Components Sizing.

When you choose the Compatible Components Sizing option, the Unified Communications ST selects
components compatible with a specific release of Unified CM and the other solution components.
The screen shown in Figure 2-2 appears, which lets you select the components in the solution.
Figure 2-2
Identify Components for a Compatible Components Sizing Scenario

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Use this screen to select the components to be included in the solution by changing the radio buttons,
and then select the specific release of each component that you wish to use. For a basic solution,
including only Unified CM and gateways, set all the radio buttons to No.
Step 7
Click Continue.
The system displays a series of screens that allow you to size a solution that is compatible with the
Unified CM release that you select.
Note
In the screen shown in Figure 2-2 and the subsequent screens, when you click Save, the system saves the
changes and lets you make further changes to the same screen. Clicking Continue displays the next
screen without saving your changes.

The Cisco Unified Communications Manager window provides tabs for the following:
Specifying the Deployment Model
Specifying the Endpoints
Specifying the Traffic Mix
Specifying the Dial Plan
Specifying the Media Options
Using the CM Output
Specifying the Deployment Model

To identify the overall characteristics of the Unified CM deployment model, perform these steps:
Step 1
From the screen shown in Figure 2-1 or Figure 2-2, click Continue.
The screen shown in Figure 2-3 appears.
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Figure 2-3
Cisco Unified Communications ManagerDeployment Model Tab
In the Deployment Model tab screen, the right navigation pane lets you navigate forward or backward to
view or change the configuration of a specific component or subcomponent. The right pane also provides
a legend that explains the color-coded messages that can appear.
Step 2
Note
Step 3
In the Input section of the Deployment Model tab, enter the required information.
For detailed descriptions of the fields in the Deployment Model tab, see theDeployment Model Tab
section on page 6-69.
Click Continue.
The Endpoints tab of the Cisco Unified Communications Manager window appears as shown in
Figure 2-4.
Specifying the Endpoints

To specify the endpoints managed by Unified CM, perform these steps:
Step 1
From the screen shown in Figure 2-3, click Continue.

The screen shown in Figure 2-4 appears.

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Step 2
Figure 2-4
Cisco Unified Communications ManagerEndpoints Tab
Figure 2-5
Cisco Unified Communications ManagerEndpoints Tab (continued)
In the Input section of the Endpoints tab, enter the desired information.
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Note
Step 3
For detailed descriptions of the fields in the Endpoints tab, see the Endpoints Tab section on page 6-71.
Click Continue.
The Traffic Mix tab of the Cisco Unified Communications Manager window appears as shown in
Figure 2-6 and Figure 2-7.
Example 2-1
Mobility Application
Assume 750 mobility users with the following clients/devices:
100 users with Apple iPhone dual-mode (running Cisco Mobile 8) and a mobile client (Cisco Mobile
7)
50 users with Nokia dual-mode (Nokia Call Connect) and a mobile client (Cisco Unified Mobile
Communicator)
50 users with Android dual-mode
50 users with Window Mobile mobile client (Cisco Unified Mobile Communicator)
500 users with Unified Mobility
To support this scenario, the following values should be entered on the Endpoints tab:
Number of Dual Mode Phones field: 50
Number of Dual Mode Phones with Mobile Clients field: 150
Number of Cisco Unified Mobile Communicator/Cisco Mobile 7 Clients field: 50
The resulting total phone registration count equals 250.

Additionally, the following values should be entered on the Applications Tab (as described in Specifying
Unified CM Applications and 3rd Party CTI Integrations, page 2-15).
Total Number of Mobility Users field: 750
Average Number of Remote Destinations (RD) or Mobility Identities (MI) per User field: 1
Average BHCA for Two Stage Dialing (Mobile Voice Access, Enterprise Feature Access) field: 1
Percentage of Mobile Clients with Deskphone Call Log Integration field: 200
Average BHCA per Mobile Client User for Dial-via-Office (DVO) field: 2
The resulting impact of these settings is that there are are total of 750 Unified Mobility enabled users
and the total number of RD/MI is also 750. The total number of CIT connections is 200. The impact on
BHCA is as follows:
Total additional two-stage BHCA is 1 additional outbound call per hour
Total additional DVO BHCA is 2 additional outbound calls per hour
Specifying the Traffic Mix

To specify the traffic mix, perform these steps:
Step 1

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The Traffic Mix tab appears, as shown in Figure 2-6 (top) and Figure 2-7 (bottom).
Figure 2-6
Cisco Unified Communications ManagerTraffic Mix Tab
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Figure 2-7
Step 2
Note
Step 3
Cisco Unified Communications ManagerTraffic Mix Tab (continued)
Enter the information required in each field of each section on the Traffic Mix tab.
For detailed descriptions of the fields in the Traffic Mix tab, see Traffic Mix Tab, page 6-76.
Click Continue.
The Dial Plan tab of the Cisco Unified Communications Manager window appears as shown in
Figure 2-8.
Specifying the Dial Plan

To describe the characteristics of the dial plan for the system being sized, perform these steps:

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Step 1

The Dial Plan tab appears, as shown in Figure 2-8 (top) and Figure 2-9 (bottom).
Figure 2-8
Cisco Unified Communications ManagerDial Plan Tab
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Figure 2-9
Step 2
Note
Step 3
Cisco Unified Communications ManagerDial Plan Tab (continued)
Enter the information required in each field of each section on the Dial Plan tab.
For detailed descriptions of the fields in the Dial Plan tab, see the Dial Plan Tab section on page 6-83.
Click Continue.
The Applications tab of the Cisco Unified Communications Manager window appears as shown in
Figure 2-10.

To describe the Unified CM applications or 3rd party CTI integrations with Unified CM for the system
being sized, perform these steps:
Step 1

The Applications tab appears, as shown in Figure 2-10 (top) and Figure 2-11 (bottom).

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Figure 2-10
Cisco Unified Communications ManagerApplications Tab
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Figure 2-11
Step 2
Note
Step 3
Cisco Unified Communications ManagerApplications Tab (continued)
Enter the information required in each field of each section on the Applications tab.
For detailed descriptions of the fields in the Applications tab, see the Applications Tab section on
page 6-87.
Click Continue.
The Media tab of the Cisco Unified Communications Manager window appears as shown in Figure 2-12.

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Example 2-2
3rd Party Computer Telephony Integration Application
Assume 1000 busy hour call attempts (BHCA) coming into a system are handled by a 3rd party
application. This system has one CTI Route Point, 100 CTI Ports, and 50 agents. The calls should be
processed as follows:
1.
Calls coming into the system are first sent to a CTI Route Point.
2.
Calls are then redirected to a CTI Port to be serviced by the automated voice response unit (VRU).
3.
Half the calls are terminated during self-service in the VRU and the other half of the calls are routed
to agents (who have CTI controlled phones).
To support this scenario, the following values should be entered in the 3rd Party CTI Integration section:
Number of CTI Route Points: 1
Average Number of Lines or DNs per CTI Route Point: 1
Average BHCA per CTI Route Point: 1000
Number of CTI Ports: 10
Average Number of Lines or DNs per CTI Port: 1
Average BHCA per CTI Port: 100 (1000 BHCA over 10 ports)
Number of CTI Controlled Endpoints: 50
Average Number of Lines or DNs per 3rd party CTI Controlled Endpoint: 1
Average BHCA per CTI Controlled Endpoints: 20 (1000 BHCA total spread across 50 phones)
Note
The 50 CTI controlled phones also need to be accounted for in the Endpoints tab.
Specifying the Media Options

To describe the characteristics of the media options for the system being sized, perform these steps:
Step 1

The Media tab appears, as shown in Figure 2-12.
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Figure 2-12
Step 2
Note
Step 3
Cisco Unified Communications ManagerMedia Tab
Enter the information required in each field of each section on the Media tab.
For detailed descriptions of the fields in the Media tab, see the Media Tab section on page 6-102.
Click Continue.
Using the CM Output

Use the Output tab to identify the type of Unified CM servers to be used in the solution being sized, and
to view and validate the overall solution utilization. To use the CM Output tab, perform these steps:
Step 1

The Output tab appears, as shown in Figure 2-13.

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Figure 2-13
Step 2
Cisco Unified Communications ManagerOutput Tab
Review the information provided in the Output tab to make sure the solution requirements are being met
in a reasonable way and that the solution is utilized efficiently.
You can use the options in the Output section to change the Unified CM server type or to change the
number of servers per cluster. If these adjustments do not provide the results you want, click any of the
other tabs to adjust your input values. The solution should make sense for the target deployment and
should be well utilized, while still allowing for the amount of growth projected for the solution.
Note
Step 3
For detailed descriptions of the fields in the Output tab, see the Output Tab section on page 6-103.
Click Continue. This completes the Cisco Unified Communications Manager section. The next tab that
appears depends on the other system components selected. When all the selected components have been
described, the system displays the Solution Sizing Summary screen, described in Using the Solution
Sizing Summary section on page 1-11.
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Sizing Gateways
Sizing Gateways
To describe the gateways implemented in System Release or Compatible Components sizing solution,
perform these steps:
Note
Step 1
You can also size one or more individual gateways, outside of a total system solution. To size individual
gateways, see the instructions in Sizing Individual Gateways section on page 5-17.
Click Gateways on the navigation link area.
The Gateways tab appears, as shown in Figure 2-14.

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Sizing Gateways
Figure 2-14
Step 2
Note
Gateways
Enter the information required in each field of each section on the Gateway page.
For detailed descriptions of the fields in the Gateway tab, see the Gateways section on page 6-161.
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Sizing Gateways
Step 3
Click Continue.
When all the selected components have been described, the system displays the Solution Sizing
Summary screen, described in Using the Solution Sizing Summary section on page 1-11.

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Sizing Gateways
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This chapter describes how to use the Unified Communications ST for calculating the capacity required
for components in a Cisco Unified Communications solution, including Unified Contact Center
Enterprise, and how to use the sizing tool for compatible components sizing. This chapter includes the
following sections:
Sizing a Solution with Unified CCE
Note: You can also select Cisco Unified Contact Center Express (Unified CCX) as the contact center
component of a Unified Communications solution. For instructions on sizing Unified CCX as part of a
System Release or Compatible Components sizing scenario, perform the same steps as those provided
in the Sizing an Individual Unified Contact Center Express Product section on page 5-13.

This section describes the major sizing variables and how they affect the capacity of the various Unified
Contact Center Enterprise (CCE) components.
By design, Unified CCE is highly scalable and can be configured for many different deployment and call
routing scenarios. Optimal sizing and component configuration for a given deployment varies based on
a number of factors, which are described briefly in this section:
General Sizing Factors
Traffic Flow and Unified CCE Sizing

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General Sizing Factors

Many variables in the Unified CCE configuration and deployment options can affect the hardware
requirements and capacities. These factors include the following:
Call rate (BHCA, calls per second)
Call scenario complexity (including outbound, Mobile agents, and so forth)
Number of concurrent agents logged in to the system
Number of objects (Skill Groups, Services, Call Types, Agents, and so forth)
Total number of skills and Skill groups per agent
Amount of attached call data (ECC variables)
Number of sites/peripherals (PGs)
Routing script complexity
Server hardware class
Proper sizing of Unified CCE components requires analysis beyond the number of agents and busy hour
call attempts. Configurations with multiple skill groups per agent, significant call queuing, and other
factors contribute to the total capacity of any individual component. Careful planning and discovery in
the pre-sales process should uncover critical sizing variables, and these considerations should be applied
to the final design and hardware selection.
Correct sizing and design can ensure stable deployments for large systems. For smaller deployments,
cost savings can be achieved with careful planning and co-resident Unified ICM components (for
example, Progger, Rogger, and Agent PG).
Additionally, designers should pay careful attention to the sizing variables that will impact sizing
capacities such as skill groups per agent. Although it is often difficult to determine these variables in the
pre-sales phase, it is critical to consider them during the initial design.
Table 3-1 shows specific sizing factors to be considered.
Table 3-1
Unified CCE Sizing Factors
Sizing Factor
Explanation
Service Level Goal
The service level goal should be realistic, because a higher service level
goal reduces the number of queueing ports that are allocated. If the
Unified Communications ST is applied with a realistic service level, it
provides a more accurate number of ports.
Busy Hour Call Attempts
As BHCA increases, there is an increase in the load on all Unified CCE

components, most notably on Cisco Unified Communications Manager,
IVR, and the Cisco Unified CM PG.
Every business has a different call load throughout the day or the week,
and agents must be staffed accordingly (using different shifts or staffing
levels). Customer Relationship Management (CRM) and historical
reporting data help to fine-tune your provisioning computations to
maintain or improve service levels.
Call Types
The call type is also an important metric that will impact performance of
most Unified CCE server components. An increase in the number of
transfers and conferences will increase the load on the system and, thus,
decrease the total capacity.
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Table 3-1
Unified CCE Sizing Factors (continued)
Sizing Factor
Explanation
PSTN Trunks, IVR

Resources, and ICM
Resources
If the call center receives different incoming call loads on multiple trunk
groups, additional trunks would be required to carry the same load using
one large trunk group.
As IVR script complexity increases with features such as database
queries, the load placed upon the IVR server and the Router also
increases.
In deployments where the IVR is also used for self-service applications,
the self-service applications are in addition to the Unified CCE load and
must be factored into the sizing requirements
The IVR places calls in a queue and plays announcements until an agent
answers the call. For sizing purposes, it is important to know whether the
IVR will handle all calls initially (call treatment) and direct the callers to
agents after a short queuing period, or whether the agents will handle calls
immediately and the IVR will queue only unanswered calls when all
agents are busy. This affects the performance of the Unified ICM
Router/Logger and Voice Response Unit (VRU) PG.
As the complexity and/or number of Unified ICM scripts increase, the
processor and memory overhead on the Unified ICM Router and VRU PG
will increase significantly. The delay time between replaying Run VRU
scripts also has an impact.
Marketing Campaigns and

Peak Sporadic Activity
Erlang traffic models are not designed for short peaks (bunched-up calls),
but a good approximation is to use a shorter busy interval, such as 15
minutes instead of 60 minutes, and to input the expected call load during
the busiest 15 minutes to compute required agents and resources.
Agent and Supervisor

Staffing
Agent absenteeism can cause service levels to go down, requiring

additional trunks and IVR queuing ports because more calls will be
waiting in queue longer and fewer calls will be answered immediately.
The number of skill groups per agent (which is independent of the total
number of skills per system) has significant effects on the CTI OS Server,
the Agent PG, and the Unified ICM Router and Logger.
Cisco recommends that you limit the number of skill groups per agent to
5 or fewer, when possible, and that you periodically remove unused skill
groups so that they do not affect system performance.
You can also manage the effects on the CTI OS server by increasing the
value for the frequency of statistical updates.
The number of supervisors and team members per supervisor can also be
a factor impacting the CTI OS Server performance. Cisco recommends
that you distribute your agents and supervisors across multiple teams and
have each supervisor monitor only a small number of agents.
Growth and Confidence

Factors
Allow for growth, unforeseen events, and load fluctuations. Increase

trunk and IVR capacity to accommodate the impact of these events (real
life) compared to Erlang model assumptions.

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Table 3-1
Unified CCE Sizing Factors (continued)
Sizing Factor
Explanation
CTI OS Impacts
A CTI OS Monitor Mode application can impact the performance of the

CTI OS Server. CTI OS supports only two such applications per server
pair. Depending on the filter specified, the impact on the CPU utilization
might degrade the performance of the Agent PG. The skill group statistics
refresh rate can also have an effect on the performance of CTI OS Server.
Cisco requires that you do not lower the refresh rate below the default
value of 10 seconds.
Reporting and Third-Party

Databases
Real-time reporting can have a significant effect on Unified CCE servers.

A separate server is required for an Administrative Workstation (AW)
and/or Historical Data Server (HDS) to off-load reporting overhead.
Carefully examine connectivity of any Unified CCE solution component
to an external device and/or software to determine the overall effect on
the solution.
Extended Call Context

(ECC)
The ECC usage impacts PG, Router, Logger, and network bandwidth.
There are many ways that ECC can be configured and used. The capacity
impact will vary based on ECC configuration.
Traffic Flow and Unified CCE Sizing

Traffic flow impacts the sizing of Unified Contact Center Enterprise resources. It is helpful to understand
the anatomy of an inbound call center call as it relates to the various resources used and the holding time
for each resource. Figure 3-1 shows the main resources used and the occupancy (hold/handle time) for
each of these resources.
Figure 3-1
Inbound Call Timeline
Ring delay time (network ring) should be included if calls are not answered immediately. This delay
could be a few seconds on average, and it should be added to the trunk average handle time.The events
that occur during an inbound call to a local agent include the following:
RingNetwork transmission
IVR answersTreatment/queue delay
Agent answersAgent talk time
Agent hangs-upWrap-up time
Agent ready
The call timeline includes the following factors that affect contact center sizing:
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Call talk time
Wrap-up time
Network post dial delays
The trunk is not occupied during agent wrap-up time, and this affects agent sizing.
With a mobile agent, an additional Ring event and network delay is introduced after the Unified IP IVR
answers and before the agent answers. This occupies the egress trunk from the time the mobile agent
answers until he hangs up. In a nailed up scenario the egress trunk is reserved for the agents use (not
shown).
In an outbound transfer to an agent, the ingress trunk is occupied except during the agent wrap-up time.
During an outbound transfer to an Unified IP IVR, the IVR is occupied between the time the call is
transferred and the time the IVR or called party hangs up. During outbound transfer to an agent, the agent
is occupied for a longer time and egress trunks are occupied longer.
With an inbound mobile agent using a nailed-up line, the time the egress trunk is occupied is greatly
increased. The nailed-up line is allocated to the agent when he or she logs into the system and remains
dedicated to the agent until log out.
The traffic mix, which refers to different calls with different attributes (inbound, outbound, handle times,
and so forth), also impacts resource sizing

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To size a system release solution that includes Unified Contact Center Enterprise, create a new solution
and complete the basic components sizing described in Chapter 2, Sizing the Core Unified
Communications System Release Components. When you select Unified Contact Center Enterprise as
part of the solution being sized, the system prompts you to describe the Unified Contact Center
Enterprise components before sizing the Unified CM components.
To size a solution including Unified Contact Center Enterprise, perform the following steps:
Step 1
On the Identify Components screen, select Unified Contact Center Enterprise.

The Components tab of the Unified Contact Center Enterprise screen appears, which lets you specify the
Unified Contact Center Enterprise components as shown in Figure 3-2.
Step 2
From the Components tab, select each of the following Unified Contact Center Enterprise components
to be included in the solution:
Note
Unified System CCE (SCCE)
Unified Communications System Release 8.0(2) and all subsequent system releases no longer support
Unified System CCE.
Inbound
Outbound
Unified Expert Advisor (Exp Adv)
VRU Type (either Unified CVP or Unified IP IVR)
Server Report Type (either Web View or Cisco Unified Intelligence Center)
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Figure 3-2
Step 3
Identifying Unified Contact Center Enterprise Components
After selecting each Unified Contact Center Enterprise component to be included, click Continue.
For information about each of these components, refer to the following sections:
Step 4
To save your selection, click Save.
Step 5
To proceed to the next screen click Continue.

The Inbound tab appears as shown in Figure 3-3.

To describe the inbound traffic expected to be handled by the Unified CCE solution, perform these steps:
Step 1
To display the Inbound Traffic tab, click Unified Contact Center Enterprise > Inbound.
The Inbound tab appears as shown in Figure 3-3.

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Figure 3-3
Step 2
Unified Contact Center EnterpriseInbound Tab
Enter the information required in each field of each section on the Inbound tab.
Note
If you do not have information on the required agents or Busy Hour Call Attempts, click BHCA Helper
to get the BHCA Helper Calculator. You can run a few scenarios with the Helper Calculator which will
give a recommended number of agents or BHCA. For detailed descriptions of the fields in the Helper
Calculator, see the BHCA Helper section on page 6-7
Note
For detailed descriptions of all the fields in the Inbound tab, see the Inbound Tab section on page 6-5.
Step 3
Click Continue.
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The system validates the input and highlights any incompatible or incorrect entries. You must correct
any errors before continuing to the next screen.
You can use the links on the right panel to move directly to a component sizing page, or to return to a
previously completed page.
The next tab that appears depends on the Unified CCE options selected. If you selected Outbound traffic,
the Outbound tab appears as shown in Figure 3-4.

To describe the outbound traffic expected to be handled by the Unified CCE solution, perform these
steps:
Step 1
To display the Outbound tab, click Unified Contact Center Enterprise > Outbound.
The Outbound tab appears as shown in Figure 3-4 (top) and Figure 3-5 (bottom).

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Figure 3-4
Unified Contact Center EnterpriseOutbound Tab
Use the field in each section for each campaign to describe the traffic patterns expected for that outbound
campaign.
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Figure 3-5
Step 2
Note
Unified Contact Center EnterpriseOutbound tab (continued)
Enter the information required in each field of each section on the Outbound tab.
For detailed descriptions of the fields in the Outbound tab, see the Outbound Tab section on page 6-13.
Step 3
To create a new campaign, click Add and use the fields to describe each additional campaign.
Step 4
After describing each campaign, click Save.
Step 5
Click Continue.
The Unified CCE Options tab appears as shown in Figure 3-6. You can also use the links on the right
panel to move directly to a component sizing page, or to return to a previously completed page.

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To describe the Unified CCE Options used in the Unified CCE solution, perform these steps:
Step 1
To display the Unified CCE Options tab, click Unified Contact Center Enterprise > Unified CCE
Options.
The Unified CCE Options tab appears as shown in Figure 3-6.
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Figure 3-6
Unified Contact Center EnterpriseUCCE Options Tab

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Step 2
Note
Step 3
Enter the information required in each field of each section on the Unified CCE Options tab.
For detailed descriptions of the fields in the Unified CCE Options tab, see the Unified CCE Options
Click Continue.
The Reporting tab appears as shown in either Figure 3-7 or Figure 3-8. You can also use the links on the
right panel to move directly to a component sizing page, or to return to a previously completed page.

For generating reports in a contact center environment, you have two options: WebView or Cisco Unified
Intelligence Center. If you select Unified Intelligence Center for reporting, you have the option of
defining multiple reporting profiles for four different types of users: Analysts, Manager, Supervisor, and
View Only. Analysts are those users who generate the largest number of reports and are the heaviest users
of the system. Analysts are followed in the amount of usage by Managers, Supervisors, and View Only
users. You can access these profiles by clicking Show/Hide Advanced Settings on the Reporting tab.
For existing deployments, run a user profile to estimate how many users in your network fall into each
profile type. To provide a model to start from, default values for typical usage are included for several
profiles. You can modify these numbers based on your experience with your existing system.
To describe the reporting options used in the Unified CCE solution, perform these steps:
Step 1
To display the Reporting tab, click Unified Contact Center Enterprise > Reporting.
If you chose WebView as the reporting option on the Components tab, the Reporting appears as shown
in Figure 3-7. If you chose Unified Intelligence Center as the reporting option on the Components tab,
the Reporting appears as shown in Figure 3-8.
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Figure 3-7
Unified Contact Center EnterpriseReporting Tab (WebView)

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Figure 3-8
Unified Contact Center EnterpriseReporting Tab (Unified Intelligence Center)
Step 2
Enter the number of users that will view reporting data in the Input fields section of the Reporting tab.
Note
For detailed descriptions of the Input fields in the Reporting tab, see the Unified CCE Reporting Tab
Step 3
Step 4
Do one of the following:

a.
If you chose WebView as the reporting option, skip to Step 8.
b.
If you chose Unified Intelligence Center as the reporting option, click Show/Hide Advanced
Settings to view the default profile settings for four different user types (analyst, manager,
supervisor, and display-only).
If you want to override the default analyst user profile settings, enter new values in the User Profile:
Analyst fields shown in Figure 3-9.
Up to three separate analyst user profiles can be defined for both real-time (RT) and historical reports.
An analyst is typically responsible for overall contact center activity, and researching exception cases on
an ad hoc basis.
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Note
For detailed descriptions of the Advanced Settings fields for Analyst user profiles in the Reporting tab,
see the Cisco Unified Intelligence Center Advanced Settings: Analyst User Profile section on
page 6-24.
Figure 3-9
Step 5
Unified Intelligence Center User Profile Advanced SettingsAnalyst User Profile
If you want to override the default manager user profile settings, enter new values in the User Profile:
Manager fields shown in Figure 3-10.
Up to three separate manager user profiles can be defined for both real-time (RT) and historical reports.
Managers need a broad view of real-time data and tend to be more focused on the half-hour and daily
summary historical reports.
Note
For detailed descriptions of the Advanced Settings fields for Manager user profiles in the Reporting tab,
see the Cisco Unified Intelligence Center Advanced Settings: Manager User Profiles section on
page 6-27.

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Figure 3-10
Step 6
Unified Intelligence Center User Profile Advanced SettingsManager User Profile
If you want to override the default supervisor user profile settings, enter new values in the User Profile:
Supervisor fields shown in Figure 3-11.
Up to three separate supervisor user profiles can be defined for both real-time (RT) and historical reports.
Supervisors require real-time views of their teams and historical comparisons for trending. These users
may have a dashboard that models the wallboard data using gauges and charts, as well as a full grid,
real-time report showing all of their agents.
Note
For detailed descriptions of the Advanced Settings fields for Supervisor user profiles in the Reporting
tab, see the Cisco Unified Intelligence Center Advanced Settings: Supervisor User Profiles section on
page 6-29.
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Figure 3-11
Step 7
Unified Intelligence Center User Profile Advanced SettingsSupervisor User Profile
If you want to override the default display-only user profile settings, enter new values in the User Profile:
View Only fields shown in Figure 3-12.
Up to three separate display-only user profiles can be defined for both real-time (RT) and historical
reports. View-only users represent casual users of contact center information and display board usage.
Note
For detailed descriptions of the Advanced Settings fields for View Only user profiles in the Reporting
tab, see the Cisco Unified Intelligence Center Advanced Settings: View Only User Profiles section on
page 6-31.

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Figure 3-12
Step 8
Unified Intelligence Center User Profile Advanced SettingsView Only User Profile
Click Continue.
The Exp Adv tab appears as shown in Figure 3-13.

To describe the Unified Expert Advisor options used in the Unified CCE solution, perform these steps:
Step 1
To display the Exp Adv tab, click Unified Contact Center Enterprise > Exp Adv.
The Unified Expert Advisor tab appears as shown in Figure 3-13.
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Figure 3-13
Step 2
Note
Step 3
Unified Contact Center EnterpriseExpert Advisor Tab
Enter the information required in each field of each section on the Exp Adv tab.
For detailed descriptions of the fields in the Unified Expert Advisor tab, see the Unified Expert Advisor
Tab section on page 6-33.
Click Continue.
The PG tab appears as shown in Figure 3-14.

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To describe the peripheral gateway options used in the Unified CCE solution, perform these steps:
Step 1
To display the PG tab, click Unified Contact Center Enterprise > PG.
The PG tab appears as shown in Figure 3-14.
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Figure 3-14
Step 2
Note
Step 3
Unified Contact Center EnterprisePG Tab
Enter the information required in each field of each section on the PG tab.
For detailed descriptions of the fields in the PG tab, see the PG Tab section on page 6-36.
Click Continue.

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The next tab that appears depends on the Unified CCE options selected. If you selected Unified CVP, the
Unified CVP tab appears as shown in Figure 3-15. If you selected Unified IP IVR, the Unified IP IVR
tab appears as shown in Figure 3-17.

To describe the Unified CVP options used in the Unified CCE solution, perform these steps:
Step 1
To display the Unified CVP tab, click Unified Contact Center Enterprise > CVP.
The Unified CVP tab appears as shown in Figure 3-15 (top) and Figure 3-16 (bottom).
Use this screen to describe the Unified CVP options implemented in the solution.
Figure 3-15
Unified Contact Center EnterpriseCVP Tab
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Figure 3-16
Step 2
Note
Step 3
Unified Contact Center EnterpriseCVP Tab (continued)
Enter the information required in each field of each section on the Unified CVP tab.
For detailed descriptions of the fields in the Unified CVP tab, see the Unified CVP section on
page 6-40.
Click Continue.
This completes the description of the Unified CCE components.
The next tab that appears depends on the other system components selected. When all the selected
components have been described, the system displays the Solution Sizing Summary screen, described in
Using the Solution Sizing Summary section on page 1-11.

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To describe the Unified IP IVR options used in the Unified CCE solution, perform these steps:
Step 1
To display the Unified IP IVR tab, click Unified Contact Center Enterprise > IP IVR.
The Unified IP IVR tab appears as shown in Figure 3-17.
Figure 3-17
Step 2
Note
Step 3
Unified Contact Center EnterpriseIP IVR Tab
Enter the information required in each field of each section on the IP IVR tab.
For detailed descriptions of the fields in the IP IVR tab, see the Unified IP IVR section on page 6-45.
Click Continue.
This completes the description of the Unified CCE components.
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Sizing Optional Unified Communications System

Release Components
This chapter describes how to use the Unified Communications ST for calculating the capacity required
for optional components in a Unified Communications solution, such as Cisco Emergency Responder,
Cisco Unity, Cisco Unity Connection, Cisco Unified MeetingPlace, or Cisco Unified Presence. It also
addresses how to use the tool for compatible components sizing. This chapter includes the following
sections:
Overview
Sizing a Solution with Cisco MediaSense
Overview
Before you size a system release solution that includes any of the optional components described in this
chapter, first create a new solution and complete the basic components sizing described in Chapter 2,
Sizing the Core Unified Communications System Release Components. When you select an optional
component as part of the solution being sized, the system prompts you to describe the component before
displaying the Solution Sizing Summary. In general, adding these components to a solution increases the
BHCA for the Unified CM server, and therefore impacts the Unified CM server memory and CPU
utilization.
Table 4-1 summarizes the way the Unified Communications ST accounts for the impact of each optional
Unified Communications solution component:

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Overview
Table 4-1
Impact of Unified Communications Components
Optional Component
Impact Calculated by Unified Communications ST
Cisco Emergency
Responder
Unified Communications ST does not calculate any impact to the

Unified CM server because it is not possible to predict the actual usage of
emergency responder.
The CTI load on the Unified CM server is counted in the CTI input fields,
not in the Unified Presence section.
The Unified Presence server is affected by the number of clients,
notifications, and BHCA. The buddylist impact is calculated and adds to the
impact on the Unified Presence server. Outlook schedules are also included
in the impact on the Unified Presence server.
Voice Messaging
Voice messaging systems create additional processing for the Unified CM

server sending calls to Unity or Unity Connection.
Static rules are used for Unity or Unity Connection, based on higher busy
hour and morning hour usage that results from users check messages. The
busy hour corresponds to users leaving voice messages.
Sizing is performed to accommodate the higher impact of either leaving or
retrieving messages. The tool assumes that retrieval happens during the
morning.
For third-party voice messaging, the Unified Communications ST only
calculates the impact on the Unified CM server, based on the number of each
of the following:
Unified MeetingPlace
Users
Voice messaging ports used for leaving messages
Ports used for retrieval
Unified MeetingPlace has the following effects:
Bursty top of hour traffic
Sizing required for Unified CM and Unified MeetingPlace servers
Web sessions also impact Unified MeetingPlace servers; this is captured

through the fields provided: Total # of calls, Percentage with WBE,
audio, and video.
Additional impact to the TDM gateways based on conference traffic.
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Table 4-1
Impact of Unified Communications Components (continued)
Optional Component
Impact Calculated by Unified Communications ST
Cisco MediaSense
For every call being recorded by MediaSense, Unified CM places two extra
calls to the phone bridge, to allow the data (media) to be sent to MediaSense.
These extra calls are active for the duration of the original call.
Cisco Intercompany
Media Engine
Cisco Intercompany Media Engine (IME) servers only impact Unified CM

processing during the learning phase, as they provide VoIP routes to the
Unified CM. Once the Unified CM learns the routes for all destinations
reached via the IME, no additional interaction is required between the IME
and Unified CM and the learned routes are maintained for one year.Also, the
IME is not involved in call setup for calls to destinations learned from the
IME. Therefore, the overall performance impact of IME servers on a Unified
Communications solution is negligible, assuming the learned destinations
remain stable. The only exception is a situation where a large number of
established IME calls experience simultaneous quality degradation,
triggering a PSTN fallback for many calls at the same time.

To describe the Cisco Emergency Responder options used in the Unified Communications solution,
Step 1
To display the Cisco Emergency Responder tab, click Cisco Emergency Responder.
The Cisco Emergency Responder tab appears as shown in Figure 4-1.

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Figure 4-1
Step 2
Note
Enter the information required in each field of each section on the Cisco Emergency Responder tab.
For detailed descriptions of the fields in the Cisco Emergency Responder tab, see the Cisco Emergency
Responder section on page 6-106.
Step 3
Click Save.
Step 4
Click Continue.
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To describe the voice messaging options used in the Unified Communications solution, perform these
steps:
Step 1
To display the Voice Messaging tab, click Voice Messaging.

The Voice Messaging tab appears with Unity (Figure 4-2), Unity Connection (Figure 4-3 and Figure 4-4)
or 3rd Party (Figure 4-5) as the voice messaging system depending upon the voice messaging selected
in Identify Components tab.

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Figure 4-2
Voice Messaging Tab with Unity Voice Messaging System
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Figure 4-3
Voice Messaging Tab with Unity Connection Voice Messaging System

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Figure 4-4
Voice Messaging Tab with Unity Connection Voice Messaging System (continued)
Figure 4-5
Voice Messaging Tab with 3rd Party Voice Messaging System
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To describe the conferencing and collaboration options used in the Unified Communications solution,
Step 1
To display the Conferencing and Collaboration tab, click Conferencing and Collaboration.
The Conferencing and Collaboration tab appears with Unified MeetingPlace (Figure 4-6 and Figure 4-7)
or 3rd Party (Figure 4-8 and Figure 4-9) as the conference system depending upon the Conferencing and
Collaboration option selected in Identify Components tab.

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Figure 4-6
Conferencing and Collaboration Tab with Unified MeetingPlace
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Figure 4-7
Conferencing and Collaboration with Unified MeetingPlace (continued)

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Figure 4-8
Conferencing and Collaboration Tab with 3rd Party Systems
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Figure 4-9
Step 2
Note
Conferencing and Collaboration Tab with 3rd Party Systems (continued)
Enter the information required in each field of each section on the Conferencing and Collaboration tab.
For detailed descriptions of the fields in the Conferencing and Collaboration tab, see the Unified
MeetingPlace or 3rd Party Conferencing and Collaboration section on page 6-124.
Step 3
Click Save.
Step 4
Click Continue.

The Cisco Unified Presence tab lets you describe the characteristics of Cisco Unified Presence as
implemented in the proposed solution to be sized. To describe the Cisco Unified Presence options used
in the Unified Communications solution, perform these steps:

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Note
Step 1
For deployments where Microsoft Office Communicator is integrated with Cisco Unified Presence, note
that Microsoft Office Communicator Remote Call Control (RCC) sizing is not impacted by Unified
Presence server limits. Instead, RCC sizing is determined by CTI on Unified CM by mapping Microsoft
Office Communicator clients to CTI connections on a one-to-one basis. See Computer Telephony
Integration (CTI) Input section on page 2-3 for more information on CTI connections.
To display the Cisco Unified Presence tab, click Cisco Unified Presence.
The Cisco Unified Presence tab appears as shown in Figure 4-10.
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Figure 4-10
Step 2
Enter the information required in each field of each section on the Cisco Unified Presence tab.

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Note
For detailed descriptions of the fields in the Cisco Unified Presence tab, see the Unified Presence
Step 3
Click Save.
Step 4
Click Continue.

To describe the Cisco MediaSense options used in the Unified Communications solution, perform these
steps:
Step 1
To display the Cisco MediaSense tab, click Cisco MediaSense.

The Cisco MediaSense tab appears as shown in Figure 4-11.
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Figure 4-11
Step 2
Note
Cisco MediaSense
Enter the information required in each field of each section on the Cisco MediaSense tab.
For detailed descriptions of the fields in the Cisco MediaSense tab, see the Cisco MediaSense section
on page 6-154.

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Step 3
Click Save.
Step 4
Click Continue.

To describe the Cisco Intercompany Media Engine options used in the Unified Communications
solution, perform these steps:
Step 1
To display the Cisco Intercompany Media Engine tab, click Cisco Intercompany Media Engine.
The Cisco Intercompany Media Engine tab appears as shown in Figure 4-12.
Figure 4-12
Step 2
Enter the total number of directory numbers (DNs) that will be shared/published between IME servers
in the IME distributed cache ring in the Number of DNs Enrolled into IME Service field.
Step 3
Configure the first IME server using the remaining fields. For detailed descriptions of the fields, see the
Cisco Intercompany Media Engine section on page 6-141.
Step 4
To distribute directory numbers across more than one server, reduce the percentage in the Percentage of
IME Enrolled DNs Assigned to Server field and click Add to configure an additional server. Note that
the total of the percentages assigned to all IME servers must equal 100%. To remove a server, enter 0 in
the Percentage of IME Enrolled DNs Assigned to Server field and redistribute the percentages across the
other server(s); after you leave and then return to the Cisco Intercompany Media Engine page, that server
will no longer appear.
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Step 5
Click Save.
Step 6
Click Continue.
Sizing a Solution with Unified Communications Management

Applications
The following Unified Communications Management Applications can be added to a System Release
Sizing or Compatible Components Sizing solution for network management:
Cisco Unified Provisioning Manager
Cisco Unified Operations Manager
Cisco Unified Service Monitor
Cisco Unified Service Statistics Manager
To describe the Unified Communications Management Applications options used in the Unified
Communications solution, perform these steps:
Step 1
To display the Unified Communications Management Applications tabs, click Unified

Communications Management Applications.
The Unified Communications Management Applications Component tab appears as shown in
Figure 4-13.
Figure 4-13
Step 2
Unified Communications Management Applications Components Tab
Indicate which network management devices you which to size and select the software release for each
device type.

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Step 3
Click Continue.
Step 4
If you chose to size Unified Provisioning Manager, the Unified Provisioning Manager tab appears as
shown in Figure 4-14. Otherwise, skip to Step 7.
Figure 4-14
Unified Communications Management Applications Unified Provisioning Manager

Tab
Step 5
Enter the amount of endpoints to administer using Unified Provisioning Manager in the Total Number
of Endpoints Monitored by Unified Provisioning Manager field (see Unified Communications
Management Applications section on page 6-157 for more information on this field). To use this same
total for sizing the other Unified Communications Management Applications, click Propagate Value.
Step 6
Click Continue.
Step 7
If you chose to size Unified Operations Manager, the Unified Operations Manager tab appears as shown
in Figure 4-15. Otherwise, skip to Step 10.
Figure 4-15
Step 8
Unified Communications Management Applications Unified Operations Manager

Tab
Enter the information required in each field of each section on the Unified Operations Manager tab. To
use this same total for sizing the other Unified Communications Management Applications, click
Propagate Value.
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Note
For detailed descriptions of the fields in the Unified Operations Manager tab, see the Unified
Communications Management Applications section on page 6-157.
Step 9
Click Continue.
Step 10
If you chose to size Unified Service Monitor, the Unified Service Monitor tab appears as shown in
Figure 4-16. Otherwise, skip to Step 13.
Figure 4-16
Unified Communications Management Applications Unified Service Monitor Tab
Step 11
Enter the amount of endpoints monitored using Unified Service Monitor in the Total Number of
Endpoints Monitored by Unified Service Monitor field (see Unified Communications Management
Applications section on page 6-157 for more information on this field). To use this same total for sizing
the other Unified Communications Management Applications, click Propagate Value.
Step 12
Click Continue.
Step 13
If you chose to size Unified Service Statistics Manager, the Unified Service Statistics Manager tab
appears as shown in Figure 4-15. Otherwise, skip to Step 10.
Figure 4-17
Unified Communications Management Applications Unified Service Statistics

Manager Tab

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Step 14
Enter the amount of endpoints monitored using Unified Service Statistics Manager in the Total Number
of Endpoints Monitored by Unified Service Statistics Manager field (see Unified Communications
Management Applications section on page 6-157 for more information on this field). To use this same
total for sizing the other Unified Communications Management Applications, click Propagate Value.
Step 15
Click Continue.
Step 16
The Output tab appears as shown in Figure 4-18.

Figure 4-18
Unified Communications Management Applications Output Tab
Step 17
If desired, using the pull-down selection lists to override the recommended hardware configurations (see
Unified Communications Management Applications section on page 6-157 for more information).
Step 18
Click Save.
Step 19
Click Continue.
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This chapter describes how to use the Cisco Unified Communications Sizing Tool to size individual
Unified Communications products. This chapter contains the following sections:
Sizing an Individual Unified Communications Manager Session Management Edition

To identify components for an Individual Product Sizing scenario, complete the following steps.
Step 1
Step 2
Step 3
Step 4
Note
For detailed descriptions of the fields in the New Solutions tab, see Table 6-2 on page 6-2.
Step 5
Step 6
In the sizing scenario screen, click Individual Product Sizing.

A screen like the one shown in Figure 5-1 appears, which lets you select the individual components to
size.

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Figure 5-1
Identifying the Individual Products to Size
Step 7
Click the Yes radio button for each component you want to size individually.
Step 8
Click Save.
Step 9
Click Continue.
The screen for the first selected component appears. Based on the components selected, perform the
appropriate instructions in the remainder of this chapter.

To size a standalone Unity voice messaging system, perform these steps:
Step 1
If you have not already created an individual product sizing scenario and added Unity as a component,
perform the steps in Identifying Individual Products section on page 5-1.
Step 2
To display the Unity sizing screen, click Unity.

The Unity screen appears as shown in Figure 5-2.
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Figure 5-2
Unity Individual Product Sizing Input
Step 3
Select the release of Unity you wish to use for sizing calculations. Based on the software release number
selected, the remaining fields in this screen may change.
Step 4
Enter the information required in each remaining field of the Input section on the Unity screen. As input
values change, the fields in the Output section are dynamically updated.
Note
Step 5
Note
For detailed descriptions of the Input fields in the Unity screen, see Table 6-75 on page 6-111.
Review the information provided in the Output section to make sure the solution requirements are being
met in a reasonable way and that the solution is utilized efficiently, while still allowing for the amount
of growth projected for the solution. An example of the Unity Output section is shown in Figure 5-3.
For detailed descriptions of the Output fields in the Unity screen, see Table 6-76 on page 6-116.

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Figure 5-3
Step 6
Click Save.
Step 7
Click Continue.
Unity Individual Product Sizing Output
The screen for the next selected component in the Individual Product Sizing scenario appears. When all
the selected components have been described, the system displays the Solution Sizing Summary screen,
described in Using the Solution Sizing Summary section on page 1-11.

To size a standalone Unity Connection voice messaging system, perform these steps:
Step 1
If you have not already created an Individual Product Sizing scenario and added Unity Connection as a
component, perform the steps in Identifying Individual Products section on page 5-1.
Step 2
To display the Unity Connection sizing screen, click Unity Connection.

The Unity Connection screen appears as shown in Figure 5-4.
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Figure 5-4
Unity Connection Individual Product Sizing Input
Step 3
Select the release of Unity you wish to use for sizing calculations from the Software Release drop-down
list. Based on the software release number selected, the remaining fields in this screen may change.
Step 4
Select the configuration setting (Integrated Messaging or Voicemail Only) from the Unity Connection
Configuration drop-down list.
Step 5
To create additional site types, click Add a new Site Type.

By default, a single site type model (Site Type 1) is defined. As new site types are added, they are
numbered sequentially and appear in the Site Types list. To switch between the configuration settings for
each site type, click on the Site Type name (for example, Site Type 1) in the list and wait for the Site
Type Input section values to change. An example of the Site Type Input section is shown in Figure 5-5.
Step 6
Note
Enter the information required in each remaining field of the Site Type Input section on the Unity
Connection screen. As input values change, the fields in the Output section are dynamically updated.
For detailed descriptions of all Input fields in the Unity Connection screen, see Table 6-77 on
page 6-117.

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Figure 5-5
Step 7
Note
Unity Connection Site Type Input
of growth projected for the solution. An example of the Unity Connection Output section is shown in
Figure 5-6.
For detailed descriptions of the Output fields in the Unity Connection screen, see Table 6-78 on
page 6-123.
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Figure 5-6
Step 8
Click Save.
Step 9
Click Continue.
Unity Connection Individual Product Sizing Output

To size a standalone Unified MeetingPlace conferencing system, perform these steps:
Step 1
If you have not already created an Individual Product Sizing scenario and added Unified MeetingPlace
as a component, perform the steps in Identifying Individual Products section on page 5-1.
Step 2
To display the Unified MeetingPlace sizing screen, click Unified MeetingPlace.

The Unified MeetingPlace screen appears as shown in Figure 5-7.

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Figure 5-7
Step 3
Unified MeetingPlace Individual Product Sizing Input
Enter the information required in each field of the Input, Audio Usage, Video Usage, and Web
Collaboration Usage sections on the Unified MeetingPlace screen. As input values change, the fields in
the Server Requirements section are dynamically updated.
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Note
Step 4
Note
For detailed descriptions of the fields in the Unified MeetingPlace screen, see Unified MeetingPlace or
3rd Party Conferencing and Collaboration section on page 6-124.
Review the information provided in the Server Requirements section to make sure the solution
requirements are being met in a reasonable way and that the solution is utilized efficiently, while still
allowing for the amount of growth projected for the solution. You can use the options in the Server
Requirements section to change the Unified MeetingPlace Web server platform. An example of the
Unified MeetingPlace Server Requirements section is shown in Figure 5-8.
For detailed descriptions of the Server Requirements fields in the Unified MeetingPlace screen, see
Server Requirements section on page 6-140.
Figure 5-8
Step 5
Click Save.
Step 6
Click Continue.
Unified MeetingPlace Individual Product Sizing Output

To size a standalone Unified Customer Voice Portal (Unified CVP) system, perform these steps:
Step 1
If you have not already created an Individual Product Sizing scenario and added Unified CVP as a
Step 2
To display the Unified CVP sizing screen, click Unified CVP.

The Unified CVP screen appears as shown in Figure 5-9.

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Figure 5-9
Step 3
Unified CVP Individual Product Sizing Input
Enter the information required in each field of the Input section on the Unified CVP Options tab.
Note
For detailed descriptions of the Input fields in the Unified CVP Options tab, see Table 6-35 on page 6-40.
Step 4
If you selected Standalone VoiceVXML as the Unified CVP Deployment Model, click the Standalone
VXML tab; otherwise, skip to Step 7.
An example of the Unified CVP Standalone VXML Input tab is shown in Figure 5-10.
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Figure 5-10
Unified CVP Individual Product Sizing Standalone VXML Deployment Input
Step 5
Enter the information required in each field of the Input section on the Unified CVP Standalone VXML
tab.
Note
For detailed descriptions of the Input fields in the Unified CVP Standalone VXML tab, see Table 6-36
on page 6-43.
Step 6
When finished configuring the Unified CVP Standalone VXML options, skip to Step 12.
Step 7
If you selected VRU Only as the Unified CVP Deployment Model, click the VRU Only tab; otherwise,
skip to Step 10.
An example of the Unified CVP VRU Only Input tab is shown in Figure 5-11.
Figure 5-11
Step 8
Unified CVP Individual Product Sizing VRU Only Deployment Input
Enter the information required in each field of the Input section on the Unified CVP VRU Only tab.

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Note
For detailed descriptions of the Input fields in the Unified CVP VRU Only tab, see Table 6-37 on
page 6-44.
Step 9
When finished configuring the Unified CVP VRU Only options, skip to Step 12.
Step 10
If you selected Call Director as the Unified CVP Deployment Model, click the Call Director tab.
An example of the Unified CVP Call Director Input tab is shown in Figure 5-12.
Figure 5-12
Step 11
Note
Step 12
Unified CVP Individual Product Sizing Call Director Deployment Input
Enter the information required in each field of the Input section on the Unified CVP Call Director tab.
For detailed descriptions of the Input fields in the Unified CVP Call Director tab, see Table 6-38 on
page 6-45.
Click Save.
Unlike other Individual Product Sizing scenario components, the Unified CVP requirements are not
immediately displayed. To review the Unified CVP requirements, click Solution Sizing Summary. You
can adjust the Unified CVP sizing by modifying the growth factor in the Percentage of Unified CVP
Growth field.
Step 13
Click Continue.
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While sizing Unified Contact Center Express, keep in mind the following:
Consult the CCX data sheet for a list of maximum capacities supported by CCX:
http://www.cisco.com/en/US/partner/prod/collateral/voicesw/custcosw/ps5693/ps1846/data_sheet
_c78-588933.html.
CUCST guarantees a correct Cisco supported configuration. However, it does not guarantee
adherence to best practices. For complete information regarding best practices for Unified Contact
Center Express 8.0, see http://www.cisco.com/go/designzone.
For a complete list of Cisco IP Phones compatible for use as agent desktop phones and for phones
able to run Cisco IP Phone Agent, consult the Cisco Unified CCX Compatibility Information at:
http://www.cisco.com/en/US/partner/products/sw/custcosw/ps1846/products_device_support_tabl
es_list.html
LIMITS TO AVERAGE CALL DURATION: If this configuration is for 151 agents or more, the
average call duration for this deployment must be greater than or equal to two minutes.
CCX 8.0 does not support remote monitoring and recording servers. This means that Cisco IP
Phones Agents that are remote from the CCX cluster cannot be silent monitored or recorded and
cannot initiate a recording session. Cisco Agent Desktops can be deployed on any VLAN as long as
end-point monitoring and recording best practices are followed. Recording and monitoring are
supported only in the Enhanced and Premium packages.
High Availability configurations support higher capacities for simultaneous historical reporting
sessions than do non-High Availability deployments. As a result, on failure of the active server,
supported capacities will revert to those supported for a non-High Availability deployment until the
failed server is restored.
Depending on your QM/AQM configuration, you may need additional internal or external
NAS/SAN storage. Refer to the Cisco WFO Configuration Guide for details.
http://cisco.com/en/US/products/ps8293/products_implementation_design_guides_list.html
If you have any questions on how to size CCX with CUCST, please consult and post your question
on the CCX partner community:
https://www.myciscocommunity.com/community/partner/collaboration/contactcenter
To size a standalone Unified Contact Center Express system, perform these steps:
Step 1
If you have not already created an Individual Product Sizing scenario and added Unified Contact Center
Express as a component, perform the steps in Defining a Solution Sizing Scenario section on page 1-2.
Step 2
To display the Unified Contact Center Express sizing screen, click Unified Contact Center Express.
Step 3
Select the level of Unified CCX package (Standard, Enhanced, or Premium) from the Package Type
drop-down list. Based on the package selected, the remaining fields in this screen will change. A
example of the Unified Contact Center Express screen for a Premium package is shown in Figure 5-13.

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Figure 5-13
Step 4
Unified Contact Center Express Individual Product Sizing Options
Enter the information required in each remaining field of the Input section in the Unified Contact Center
Express screen. As input values change, the fields in the Output section are dynamically updated.
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Note
For detailed descriptions of the Input fields in the Unified Contact Center Express screen, see Table 6-40
on page 6-46.
Step 5
of growth projected for the solution. An example of the Unified Contact Center Express Output section
is shown in Figure 5-14.
Figure 5-14
Note
Unified Contact Center Express Individual Product Sizing Output
For detailed descriptions of the Output fields in the Unified Contact Center Express screen, see
Table 6-41 on page 6-57.
Step 6
Click Save.
Step 7
Click Continue.
Sizing an Individual Unified Communications Manager Session

Management Edition
Cisco Unified Communications Session Management Edition provides centralized trunking, application,
and policy control on your network. Figure 5-15 shows an example of Unified CM Session Management
Edition in a network.

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Figure 5-15
Cisco Unified Communications Manager Session Management Edition
To size a standalone Cisco Unified Communications Manager Session Management Edition, perform these
steps:
Step 1
If you have not already created an individual product sizing scenario and added Unified Communications
Manager Session Management Edition as a component, perform the steps in Identifying Individual
Products section on page 5-1.
Step 2
To display the Unity sizing screen, click Unified CM Session Management Edition.
The Unified Communications Manager Session Management Edition screen appears.
Step 3
Select the release of Unified Communications Manager Session Management Edition you wish to use for
sizing calculations. Based on the software release number selected, the remaining fields in this screen
may change.
Step 4
Enter the information required in each remaining field of the Options section on the Unified
Communications Manager Session Management Edition screen. As input values change, the fields in the
Output section are dynamically updated.
Note
Step 5
For detailed descriptions of the Options fields in the Unified Communications Manager Session
Management Edition screen, see Table 6-88 on page 6-148.
Review the information provided in the Traffic Distribution and Summary sections to make sure the
solution requirements are being met in a reasonable way and that the solution is utilized efficiently, while
still allowing for the amount of growth projected for the solution.
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Note
For detailed descriptions of the Traffic Distribution and Summaryfields in the Unified Communications
Manager Session Management Edition screen, see Table 6-89 on page 6-153 and Table 6-90 on
page 6-154.
Step 6
Click Save.
Step 7
Click Continue.

To size individual Cisco IOS Gateways, perform these steps:
Step 1
If you have not already created an Individual Product Sizing scenario and added Gateways as a
Step 2
To display the Gateways sizing screen, click Gateways.

The Gateways screen appears as shown in Figure 5-16.

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Figure 5-16
Gateways Individual Product Sizing Input
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Step 3
Note
Step 4
Enter the information required in each remaining field in the Gateways screen. As input values change,
the fields in the Output section are dynamically updated.
For detailed descriptions of the Input fields in the Gateways screen, see section on page 6-167.
of growth projected for the solution. An example of the Gateways Output section is shown in
Figure 5-17.
Figure 5-17
Note
Gateways Individual Product Sizing Output
For detailed descriptions of the Output fields in the Gateways screen, see Table 6-99 on page 6-165.
Step 5
Click Save.
Step 6
Click Continue.

The IOS Router DSP Calculator can determine the total number of PVDMs (Packet Voice/fax Digital
Signal Processor (DSP) Modules) required on a Cisco 2800, 3800, 2900 or 3900 series Integrated
Services Router (ISR) for a particular voice configuration. You provide information about the desired
configuration to the tool, and the calculator provides output recommending the PVDMs required for your
configuration. The output of the calculator has the following attributes:
It provides only one recommendation of PVDMs there are always several other PVDM
combinations that can also serve the same configuration.
It optimizes for PVDM slot use. For example, the tool typically fills the first slot with the highest
density PVDM (the PVDM3-256 or PVDM2-64) before starting to populate the second slot. The
results provided allocate the fewest number of PVDM slots to achieve the DSP resources necessary

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for the configuration entered. However, in some cases such as G.726 or other medium complexity
codecs, the call processing cost is lower on a PVDM3-16 than on a PVDM3-32. In that case, two
PVDM3-16s can sometime support the load that cannot be supported on a single PVDM3-32.
It assumes a flex complexity setting for voice gateway card configurations.
It rounds up the recommendation when there is ambiguity of how much DSP resources are required.
It defaults to using PVDM3s on the motherboard slots if a Cisco 2900 or 3900 ISR G2 platform is
selected.
Transcoding Considerations
The Cisco IOS router DSPs serve a controlling call agent for functions such as transcoding. The DSPs
never invoke transcoding services by themselves. Three different call agents can use the Cisco IOS router
DSPs for transcoding services:
Cisco Unified Communications Manager (Unified CM)
Cisco Unified Communications Manager Express (Unified CME)
Cisco Unified Border Element (Unified BE)
The call agent used to invoke transcoding services does not directly affect DSP density, but it does affect
the transcoding options and codec choices that may be available. Up to and including Cisco Unified CM
and Cisco Unified CME 8.0(1), these call agents support only traditional, or G.711-any, transcoding.
This means one side of the transcoding stream must be G.711, while the other side can be G.729 (all
variations). With subsequent releases of these call agents, universal transcoding may also be supported.
Cisco Unified BE as a call agent supports both traditional and universal transcoding. Universal, or
any-to-any, transcoding means any combination of codecs can be transcoded, such as G.729 to iLBC.
Traditional G.711-any transcoding has higher DSP density than universal any-any transcoding because
it is known that one side of the call is the lightweight G.711 codec.
Traditional, or G.711-any, transcoding supports the following codec combinations:
G.711 a-law 64 Kbps
G.711 -law 64 Kbps
G.729, G.729A, G.729B, G.729AB 8 Kbps
Universal, or any-any, transcoding supports the following codec combinations:
G.711 a-law 64 Kbps
G.711 -law 64 Kbps
G.723 5.3 and 6.3 Kbps
G.729, G.729A 8 Kbps
G.729B, G.729AB 8 Kbps
iLBC 13.3 and 15.2 Kbps
G.722 64 Kbps
The number of sessions (transcoded calls, both sides of the call counts as a single session) entered into
the IOS Router DSP calculator matches the session CLI shown below:
dspfarm profile nn transcode
maximum sessions 20
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Conferencing Resource Considerations

DSP requirements for conferencing do not depend on the controlling call agent (Cisco Unified
Communications Manager or Cisco Unified Communications Manager Express), the type of conference
(Meet-Me or Ad-hoc), or the actual number of participants that join the conference. Conference DSP
resource allocation depend on:
The configured size of the conference (maximum possible participants)
The codec combination of the participants
Whether encryption is used
Enter the conferences into the codec column that represents the worst-case codec of any participant that
may join the conference. The codec weights from best to worst are: G.711, G.729 (all versions), G.722,
iLBC. You attain better channel density on the DSPs if you use lighter codecs in conferences and may
leverage a separate transcoder to facilitate this design. For example. if only very few of the potential
conference participants use iLBC, you can configure the conferences for G.729 (which provides better
channel density than iLBC) and use a separate transcoder for the iLBC participants, rather than
penalizing all conferences with the lower channel density required to accommodate iLBC participants
natively in all conferences.
Using the IOS Router DSP Calculator

To size IOS Router DSP resources, perform these steps:
Step 1
If you have not already created an Individual Product Sizing scenario and added the IOS Router DSP
Calculator as a component, perform the steps in Identifying Individual Products section on page 5-1.
Step 2
To display the IOS Router DSP Calculator sizing screen, click DSP.
The IOS Router DSP Calculator screen appears as shown in Figure 5-18.

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Figure 5-18
DSP Calculator TDM Services
Step 3
Select the Cisco router that will provide the DSP resources from the Router Model drop-down list.
Step 4
Select the version of IOS software running on the router from the Router IOS drop-down list. The list
shows only the Cisco IOS releases supported on the selected router model.
Step 5
Based on the router hardware already installed (for existing deployments) or on network design
specifications, enter the information required in the TDM Services section on the IOS Router DSP
Calculator screen.
Note
For detailed descriptions of the TDM Services fields in the IOS Router DSP Calculator screen, see the
TDM Services section on page 6-173.
Step 6
If the router model you selected supports extension modules for voice/fax, enter the information required
in the EVM Slots section shown in Figure 5-19.
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Note
For detailed descriptions of the EVM Slots fields in the IOS Router DSP Calculator screen, see
Extension Module for Voice/Fax Configuration section on page 6-175.
Figure 5-19
Step 7
Note
DSP Calculator EVM Slots
Enter the information required in the first Network Modules section shown in Figure 5-20.
For detailed descriptions of the Network Modules fields in the IOS Router DSP Calculator screen, see
Network Module Configuration section on page 6-177.
Figure 5-20
DSP Calculator Network Modules
Step 8
Repeat Step 7 for up to three additional Network Modules and their associated daughter cards.
Step 9
Enter the information required in the IP Services and IP Services Input sections shown in Figure 5-21,
following the guidelines provided in the Transcoding Considerations section on page 5-20.
Note
For detailed descriptions of the IP Services fields in the IOS Router DSP Calculator screen, see IP
Services section on page 6-182.

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Figure 5-21
Step 10
Note
Step 11
DSP Calculator IP Services and Conferencing
Enter the information required in the Conferencing and Secure Conferencing Input sections shown in
Figure 5-21, following the guidelines provided in the Conferencing Resource Considerations section
on page 5-21.
For detailed descriptions of the Conferencing fields in the IOS Router DSP Calculator screen, see
Conferencing section on page 6-183.
Enter the information required in the IP Services Input sections shown in Figure 5-21.
Note
For detailed descriptions of the IP Services Input fields in the IOS Router DSP Calculator screen, see
Note
For detailed descriptions of the IP Services Input fields in the IOS Router DSP Calculator screen, see
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Step 12
of growth projected for the solution. An example of the IOS Router DSP Calculator Output section is
shown in Figure 5-22.
Figure 5-22
Step 13
Click Save.
Step 14
Click Continue.
DSP Calculator Output
When all the selected components have been described, the system displays the Solution Sizing
Summary screen, described in Using the Solution Sizing Summary section on page 1-11.

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Unified Communications Sizing Tool Field

Reference
This chapter provides a systematic reference, defining the function and meaning of each field in the
Unified Communications ST web interface. It includes the following sections:
My Solutions
New Solution Sizing
Solution Sizing
Identify Components
Voice Messaging Systems

Unity
Unity Connection
Unified MeetingPlace or 3rd Party Conferencing and Collaboration
Unified Presence
Unified Communications Manager Session Management Edition
Cisco MediaSense
Gateways
IOS Router DSP Calculator

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My Solutions
My Solutions
This page displays a list of previously defined solutions, including the name, description, the type of
solution, when the solution was last updated, and the status of the solution. Table 6-1 describes each
column and link on this page.
Table 6-1
My Solutions
Field
Description
All
Click this link to show all previously defined solutions.
System Releases
Click this link to show solutions based on the system release.
Compatible Components
Click this link to show solutions compatible with a Unified CM

release.
Individual Products
Click this link to show Individual Product Sizing solutions.
Select
Enable this check box and click Remove Selected to delete a

solution.
Name
Displays the name of the solution.
Description
Displays a description of the solution.
Sizing Scenario
Identifies the release for system release solutions.
Last Updated
Identifies when the solution was updated.
Status
Identifies the percentage of completion and whether the solution

contains errors.
Sent By
Identifies the sender of a solution that was transferred from another

account.
Copy/Send a Copy
To copy an existing solution, click Copy, enter a new name in the

dialog box that appears, and click Copy.
To send the solution to another CCO user, click Copy to in the
dialog box that appears, type the CCO Username in the field that is
displayed, and click Copy.
New Solution Sizing

This page appears when you click the New Solution tab. This page provides fields that let you describe
the new solution. Required fields are indicated by a red asterisk. Table 6-2 describes each field on this
page.
Table 6-2
New Solution Sizing
Field
Description
Solution Name
Enter a name for the solution being sized.
Solution Description
Enter a short description for the solution being sized.
Country of Deployment
Select the country where the solution being sized will be deployed.
Industry
Select the industry for the solution being sized.
Customer Contacts
Select the customer contacts for the solution being sized.
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Solution Sizing
Table 6-2
New Solution Sizing (continued)
Field
Description
I have read, understand and

agree to the Terms of Use
Enable this checkbox to indicate your acceptance of the Terms of

Use. The system does not create a new solution until you accept the
Terms of Use.
Terms of Use
Click this link to display the terms governing the use of the Unified
Communications ST application.
Solution Sizing
This page appears when you complete the New Solution Sizing page, accept the terms of use, and click
Continue. This page lets you create and name a new scenario, and identify the general characteristics of
the solution being sized.
This page also lets you select one of the following methods of sizing the Unified Communications
solution or components:
System Release SizingThis is the most comprehensive way to use the tool, which sizes individual
components and also determines the interaction and cumulative effect on the Unified CM clusters.
Compatible Components SizingThis selection lets you select a specific release of Unified
Communications system, and it automatically restricts the sizing options to the components that are
compatible with the selected release.
Individual Product SizingThis selection restricts the sizing recommendations to one specific
Unified Communications component, such as Unified CM, or MeetingPlace.
Identify Components
Table 6-3 describes the function of each checkbox on the Components tab in the Identify Components
tab.
Click the Yes radio button to include each of these components in the solution, and click No if these
components are not included.
The Product/Version column indicates the version of each component that is supported in the solution.
Table 6-3
General Components
Checkbox
Description
What you would like to include Select the system release from this pull-down selection list. When you
into solution based on
select the release, the system displays the supported components for
that release.
Unified Contact Center
Enterprise
Click Yes if the solution includes Cisco Unified Contact Center

Enterprise.
Cisco Unified
Communications Manager
Click Yes if the solution includes Cisco Unified Communications

Manager.
Click Yes if the solution includes Cisco Emergency Responder.
Voice Messaging
Click Yes if the solution includes a voice messaging system.

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Table 6-3
General Components (continued)
Checkbox
Description
Conferencing and
Collaboration
Click Yes if the solution includes conferencing and collaboration.
Click Yes if the solution includes Cisco Unified Presence. Cisco

Unified Presence collects information about user status and
communications capabilities, including whether a phone is in use at a
particular time or whether web collaboration or videoconferencing is
enabled on the user system. This component is not available with
Unified CM 7.0.
Cisco MediaSense
Click Yes if the solution includes MediaSense.
Gateways
Click Yes if the solution includes Gateways.

If you selected Unified Contact Center Enterprise on the Components tab described in the previous
section, the Contact Center tab is the next tab that displays to guide you through the solution sizing
process. This tab provides the following tabs, some of which may not be available depending on selected
components:
Components Tab
Inbound Tab
Outbound Tab
Unified CCE Options
Reporting
PG Tab
Unified CVP
Unified IP IVR
Components Tab
This tab provides checkboxes and radio buttons that let you indicate the general characteristics of the
Unified CCE deployment. Table 6-4 describes the function of each field on the Unified Contact Center
Enterprise Components section of the Components tab.
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Table 6-4
Unified CCE Components
Radio Button
Description
Unified System CCE (SCCE)
Click Yes if the solution conforms to the Cisco Unified system CCE
design guidelines, described in the Cisco Unified Contact Center
Enterprise 8.x SRND.
Core components of System CCE include an Administration &
WebView Reporting machine, a Central Controller, an Agent/IVR
Controller, Cisco Unified CM, and Unified IP IVR. Reporting is
provided through WebView. Agent desktop functionality is optionally
provided through CTI OS or Cisco Agent Desktop (CAD) software.
Inbound
Click Yes if the Unified CCE deployment will have agents that receive
inbound calls
Outbound
Click Yes if the Unified CCE deployment will have agents that place
outbound calls
Expert Advisor (Exp Adv)
Click Yes if the Unified CCE deployment will include Unified Expert
Advisor.
Note
If you select Unified System CCE, the Unified Expert Advisor

option is not available.
VRU
Indicate whether Unified CVP or Unified IP IVR will provide the

voice response portion of the solution.
Reporting
Indicate whether WebView or Unified Intelligence Center will

provide the reporting functionality.
Inbound Tab
The Inbound tab provides the following sections:
Input
BHCA Helper
Traffic Mix
Agents
Input
Table 6-5 describes the function of each field on the Input section of the Inbound tab.

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Table 6-5
Unified CCE Inbound Tab Input
Field
Description
Input Source
Number of Incoming Calls

per Hour (BHCA)
Enter the Total Inbound Busy Hour Call

Attempts (BHCA) for the total number
of inbound calls that are presented to the
call center. The BHCA is the number of
calls that occur in the busiest one-hour
period. Default is 0. Range is greater
than 0.
For existing deployments, this can be obtained

from the call detail record using the standard ICM
reporting facility by counting the number of
incoming calls that terminate at a Unified CCE
inbound component. For assistance in determining
this number, click the BHCA Helper link.
Call Blocking Probability at

GW
Enter the highest acceptable percentage This value is determined by specific customer
of calls that may be blocked when the
business requirements.
solution is unable to process a call. The
default is 1%, which means that the
solution is sized to process 99% of all
calls without blocking. Range is 110%.
Service Level Goal (SLG)
Enter the percentage of calls that must

be answered within the number of
seconds specified in the Target Answer
Time field.
This value is determined by specific customer

This value is the average of all calls

answered immediately when agents are
available along with those calls that are
queued when no agents are available.
For example, if the target answer time is
3 seconds and the SLG is 95%, no more
than 5% of incoming calls will wait
longer than 3 seconds.
A higher SLG percentage increases the
number of agents required to meet the
service level goal. Default is 90%.
Range is 199%.
Target Answer Time
Enter the target answer time that is used This value is determined by specific customer
with the SLG percentage to determine
the service level goal for the Unified
CCE system that you are designing.
A shorter target answer time increases
the number of agents required to meet
the service level goal. Default is 30
seconds. Range is greater than 0.
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Table 6-5
Unified CCE Inbound Tab Input (continued)
Field
Description
Input Source

IVR
Enter the highest acceptable percentage This value is specified by the business
of calls that may be blocked at the IVR requirements that the solution is designed to meet.
when the solution is unable to process a
call. Default is 0.1%. Range is
0.0110%. The default value is highly
recommended to help ensure that calls
are allocated sufficient resources.
Percentage of Incoming calls Enter the percentage of incoming H.323

through Unified Border
or SIP based calls through Cisco Unified
Element (IP-IP GW)
Border Element (IP-IP gateway).
Default is 0%. Range is 0100%.
This is determined by the choice of gateway

protocol and whether the incoming calls are
configured to arrive through Cisco Unified Border
Elements or regular Gateways. If more than one
type of access is used then CDR or RTMT may be
used to estimate the percentages of BHCA through
the Cisco Unified Border Element. If all calls arrive
via Cisco Unified Border Elements, enter 100%.
BHCA Helper
Click BHCA Helper link to get the BHCA Helper Calculator. You can run a few scenarios with the
Helper Calculator which will give a recommended number of agents or BHCA.
Table 6-5 describes the function of each field on the Inbound BHCA Helper Calculator.
Table 6-6
Unified CCE Inbound BHCA Helper Calculator
Field
Description
Input Source
Concurrent Agents
Enter the total logged on agents in the

system. Default is 200. Range is
010000.

Weighted Avg [Talk Time +

Wrap-Up Time] (sec)
Enter the weighted average call handle

time, which is the sum of the agent talk
time and the agent wrap-up time.
Default is 240. Range is greater than 0.

SLA
Enter the percentage of calls that must

Time field. Default is 90%. Range is
199%.
This value is the average of all calls answered

immediately when agents are available along with
those calls that are queued when no agents are
available. For example, if the target answer time is
3 seconds and the SLA is 95%, no more than 5% of
incoming calls will wait longer than 3 seconds.

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Table 6-6
Unified CCE Inbound BHCA Helper Calculator (continued)
Field
Description
Input Source
Answered Within (Sec)
CCE system that you are designing.
A shorter target answer time increases
the number of agents required to meet
the service level goal. Default is 30
seconds. Range is greater than 0.
BHCA
The BHCA is the average number of call

attempts per hour per device during the
busy hour. Default is 0. Range is greater
than 0.
For existing deployments, if highly reliable

numbers for BHCA and ACHT are required it is
possible to collect Call Detail Records for CDR
analysis. CDR Analysis and Reporting provide
summary reports that give a basic snapshot view of
BHCA.
Traffic Mix
Table 6-7 describes the function of each field in the Traffic Mix section of the Inbound tab. Use these
fields to identify the type of traffic you expect in the call center and create an entry for each type of
activity.
Enable the Traffic Mix checkbox to define on or more traffic profiles the Traffic Mix section of the Input
tab. Each traffic profile defines the Percent of Total calls that each profile represents, and then specifies
nine parameters that define the behavior of the traffic profile. A single entry represents one traffic mix
profile; to add additional traffic mix profiles click Add.
Table 6-7
Unified CCE Inbound Tab Traffic Mix
Field
Description
Traffic Mix
Select this checkbox to enable the fields

in this section, which let you identify the
characteristics of different call types.
Percent of Total calls
Enter the percentage of calls that are

expected to be of this type. This is the
first field in each traffic mix profile,
which defines the percentage of the
Total Incoming BHCA that is
represented by this traffic mix. The sum
of all percentages for all must equal
100%.
Input Source
For existing deployments, in Unified CM

Configuration Manager go to Configure ICM >
Calls > Call Type Bulk Edit > Retrieve and
manually analyze the results.
The remaining fields in this table are

specific to the traffic mix profile being
defined. They further define the
behavior of the traffic mix. Default is
100%. Range is 0100%.
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Table 6-7
Unified CCE Inbound Tab Traffic Mix (continued)
Field
Description
Input Source
Average Talk Time (sec)
Enter the average talk time, in seconds, For existing deployments, in Unified CM
for the traffic mix profile being defined. Configuration Manager go to Configure ICM >
Default is 180. Range is greater than 0. Calls > Call Type Bulk Edit > Retrieve and
Avg. Wrap-Up Time (sec)
Enter the average wrap-up time, in

seconds, required by the agent after
completing calls defined by this traffic
mix profile. Default is 60. Range is
greater than 0.

Avg. Call Treatment time

VRU (sec)
Enter the average time, in seconds, that

will be required for calls defined by this
traffic mix profile when transferred to a
VRU. Default is 60. Range is greater
than 0.

Wait before Abandon

Tolerance (sec)
Enter the length of time, in seconds, that

callers can be expected to wait before
the call is disconnected for calls defined
by this traffic mix profile. Default is
150. Range is greater than 0.

Percent calls transferred
Enter the percentage for calls defined by

this traffic mix profile that will be
transferred to another agent. Default is
10%. Range is 0100%.

After Transfer Talk Time

(sec)
Enter the average talk time after transfer For existing deployments, determine this value by
in seconds for calls defined by this
interviewing or observing agents handling actual
traffic mix profile. Default is 60. Range calls.
is greater than 0.
Percent of calls conferenced
Enter the percentage of calls defined by For existing deployments, this value can be
this traffic mix profile that will generate obtained from call details using the standard ICM
an ad hoc three-way conference with a Reporting Facility using agent statistics.
supervisor or another agent. Default is
5%. Range is 0100%.
Percent of Calls silently

monitored
obtained from call details using the standard ICM
monitored by a supervisor or another
Reporting Facility using agent statistics.
agent. Default is 0%. Range is 0100%.
Call Flows
Table 6-8 describes the function of each field in the Call Flow section of the Inbound tab. Use these fields
to identify the type of traffic you expect in the call center and create an entry for each type of activity.
Enable the Traffic Mix checkbox to define on or more Call Flow entries within the Input tab. Each Call
Flow entry determines the Percent of Total calls that each call flow represents, and then specifies up to
seventeen additional parameters that define the behavior of the call flow. To add additional call flow
entries, click Add Call Flow. To delete an existing call flow, enable the Traffic Mix checkbox next to
the call flow entry and click Remove Selected.

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Table 6-8
Unified CCE Inbound Tab Call Flows
Field
Description
Input Source
Agents Per Supervisor
Enter the average number of agents

managed by each supervisor. Default is
9. Range is 150.
Calculate the average number of agents per

supervisor by dividing the total number of agents
by the total number of supervisors.
Total (Agents+Supervisors)
Displays the calculated total of all

This field is display only.
agents and supervisors in the call center
deployment.
Call Flow Description

Percent age of Total calls

expected to be of this type. This value
defines the portion of the Percentage of
Total Calls that is represented by this
call flow. The sum of all percentages for
all call flows must equal 100%. Default
is 100%. Range is 0100%. The
remaining fields in this table are specific
to the call flow being defined and further
define the behavior of this call flow.

Average Call Talk Time (sec) Enter the average talk time, in seconds,
for the call flow being defined. Default
is 180. Range is greater than 0.

Average Wrap-Up Time (sec) Enter the average wrap-up time, in

seconds, required by the agent after
completing calls defined by this call
flow. Default is 60. Range is greater than
0.

Average Call Treatment time Enter the average time, in seconds, that
VRU (sec)
call flow when transferred to a VRU.

Wait before Abandon

Tolerance (sec)

by this call flow. Default is 150. Range
is greater than 0.

Percentage of calls
transferred

this call flow that will be transferred to
another agent. Default is 10%. Range is
0100%.


(sec)
in seconds for calls defined by this call interviewing or observing agents handling actual
flow. Default is 60. Range is greater than calls.
0.
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Table 6-8
Unified CCE Inbound Tab Call Flows (continued)
Field
Description
Input Source
Percentage of calls
conferenced
this call flow that will generate an ad hoc obtained from call details using the standard ICM
three-way conference with a supervisor Reporting Facility using agent statistics.
or another agent. Default is 5%. Range is
0100%.
Percentage of Calls UCM

Silently Monitored
Enter the percentage of calls defined by

this call flow that will be monitored by a
supervisor or another agent using the
Unified CM silent monitoring feature.
Default is 0%. Range is limited by the
average number of agents managed by
each supervisor (the value entered in the
Agents Per Supervisor field above)
because the supervisor can only monitor
one agent at a time. For example, if each
supervisor manages an average of 10
agents, the maximum range is 10%
(1/Agents Per Supervisor).
Percentage of Calls Recorded Enter the percentage of calls defined by

by UCM (BIB)
this call flow that will be recorded using
the Unified CM call recording feature
for later review, analysis, or legal
compliance. Default is 0%. Range is
0100%.
Percentage of Calls with Post Enter the percentage of calls defined by
Call Survey
this call flow that will be transferred to a
Dialed Number Identification Service
(DNIS) number that prompts the caller to
complete a post call survey. Default is
0%. Range is 0100%.
Average Treatment Time for
Post Call Survey (sec)
Enter the average length of time, in

seconds, for callers in this call flow to
complete a post call survey. Default is
Percentage of Calls with

Courtesy Callback

this call flow that will offer callers the
option to be called back by the system
instead of waiting on the phone for an
agent. Callers who been queued by
Unified CVP can hang up and
subsequently be called back when an
agent is close to becoming available
(preemptive callback) Default is 0%.
Range is 0100%.
A post call survey is typically used by a contact center

to determine whether a customer was satisfied with
their call center experience (did they find the answer
they were looking for using the self service or did
they have a pleasant experience with the contact
center agent, and so forth).

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Table 6-8
Unified CCE Inbound Tab Call Flows (continued)
Field
Description
Percentage of calls with

Whisper Announcement

this call flow that cause the system to
play a message or tone to an agent
before a call is connected so that the
agent responds correctly to the caller
(usually in situation where the agent is
representing multiple brands). Default is
0%. Range 0100%.
Input Source
Average Handle Time for

Enter the average duration, in seconds,
Whisper Announcement (sec) of the whisper tone or wave file (or both)
that are played to an agent before a call
is connected using this call flow. Default
is 30. Range is greater than 0.
Percentage of Calls with
Agent Greeting

this call flow that will provide an agents
customized greeting to callers before the
agent handles the live call. Default is
0%. Range is 0100%.
Average Handle Time for

Agent Greeting (sec)
Enter the average duration, in seconds,

of the agents custom greeting that is
provided to callers before the call is
connected using this call flow. Default is
Agents
Table 6-9 describes the function of each field in the Agents section of the Inbound tab.
Table 6-9
Unified CCE Inbound TabAgents
Field
Description
Input Source
Number of Inbound Agents +

Supervisors
Displays the total number of inbound

agents and supervisors. Default is 0.
Average number of Agents

per Supervisor
Enter the average number of agents per

supervisor. Default is 9. Range is 150.
Calculate the average number of agents per

supervisor by dividing the total number of agents
by the total number of supervisors.
Percentage of Local Agents
Enter the percentage of agents that will

be using the Contact Center locally.
For existing deployments, cross reference DNs

assigned to agents with information from Unified
CM and calculate the local endpoint. Verify the
protocol configured for those phones.
SCCP
Enter the percentage of agents with IP

phones using the SCCP (Skinny)
protocol. Default is 100%. Range is
0100%.
For existing deployments, cross reference DNs

assigned to agents with information from Unified
CM and analyze the protocol.
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Table 6-9
Unified CCE Inbound TabAgents (continued)
Field
Description
Input Source
SIP
Displays the percentage of agents with For existing deployments, cross reference DNs
IP phones using the SIP protocol. This assigned to agents with information from Unified
value depends on the value entered in the CM and analyze the protocol.
SCCP field. Default is 0%. Range is
0100%.
Mobile Agents
Displays the percentage of mobile

Obtain this percentage by dividing the number of
agents. This value depends on the value mobile agents by the total number of agents and
entered in the Percentage of Local
multiply by 100.
Agents field. Default is 0%. Range is
0100%.
Nailed up
Enter the percentage of agents using the

Contact Center remotely and that will
require a dedicated (nailed-up)
connection. Default is 100%. Range is
0100%.
Call by Call
Displays the percentage of agents using Obtain this value by dividing the number of agents
the Contact Center remotely and that
who establish new connections for each call by the
establish a new connection for each
total number of mobile agents and multiply by 100.
call.This value depends on the value
entered in the Nailed Agents (%) field.
This can be configured or chosen by the agent

during login. Obtain this number by dividing the
number of agents that utilize a dedicated
connection by the total number of mobile agents
and multiply by 100.
Outbound Tab
The Outbound tab provides the following sections for each campaign defined:
General Information
Unanswered Calls Summary
Answering Machine Summary
Answered Calls Summary
Input
Click Add a New Campaign to add a new campaign.
General Information
Table 6-10 describes the function of each field in the General Information section of the Outbound tab.

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Table 6-10
Unified CCE Outbound Tab General Information
Field
Description
Input Source
Add a New Campaign
Click this button to add a new campaign. This button is display only.
Name
To delete a campaign, enable the

checkbox next to the Name of each
campaign (except Campaign 1) and click
Remove Selected.
Dialer Ports
Enter the number of dialer ports

assigned to the selected campaign for
making outbound calls. Default is 0.
Range is greater than 0.
For existing deployments, in ICM

Configuration Manager go to Outbound
Option > Dialer > Port Map Selection
tab.
Port Utilization
Enter the percentage of utilization for

the dialer ports assigned to the selected
campaign. Default is 99%. Range is
1100%.
For existing deployments, this value can

be obtained from the call details using
the standard ICM Reporting Facility.
Query all routers for their activity logs
while the campaign was running. Use
the number of ports occupied divided by
the number of ports available. The
average of these statistics is the port
utilization percentage. However, it is
recommended to keep this field at the
default setting.
Outbound Dialer Type
Select whether outbound calls will be

initiated using SCCP or SIP from the
pull-down selection list. Default is
SCCP Dialer.
For existing deployments, in the ICM

Option > Dialer to determine the value.
Percentage of Agents calls recorded
Enter the percentage of Agents calls

recorded. Default is 0%. Range is 0% to
100%.
Campaigns Dialing Mode
Select the outbound dialing mode from

the pull-down selection list. Options
include Predictive (the dialer
automatically calls several numbers and
only passes a call to an agent when a
person has been contacted), Preview (the
dialer passes call information to the agent
before the number is dialed), or Direct
Preview (the dialer passes the call to the
agent at the same time the number is being
dialed, so the agent hears the ringback).
Default is Predictive.

Option > Dialer > Dialing mode to
determine the value.

Table 6-11 describes the function of each field in the Unanswered Calls Summary section of the
Outbound tab.
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Table 6-11
Unified CCE Outbound TabUnanswered Calls Summary
Field
Description
Input Source
Busy
Enter the percentage of outbound calls

expected to connect with destination
endpoints that are busy. These fields are
associated with a campaign. Default is
5%. Range is 0100%. AHT(sec): Enter
the expected average hold time (in
seconds) for this type of call in the
current campaign in the AHT column.
Average hold time is the sum of the
agent talk time and the agent wrap-up
time. Default is 2. Range is 010.
For existing deployments, run a SQL query to dump

the table Termination_Call_Detail.
Filter rows by restricting types to those with a
PeripheralCallType of 7, 17, or 18 indicating an
outbound campaign, and consider this set A.
Identify all rows that have CallDisposition code 8,
which indicates that the number was busy, and
consider this set B.
Look for all rows in set A that have
ICRCallKeyParent of null, indicating that these are
the original TCD records that initiated the call flow,
and assign this as set C.
Divide the number of rows in set B by the number
of rows in set C and the result is the percentage.
Ring No Answer
Enter the average hold time for this type

of call in this campaign in the AHT
column. These fields are associated with
a campaign. Default is 10%. Range is
0100%. AHT(sec): Enter the expected
average hold time in seconds. Average
hold time is the sum of the agent talk
Default is 18. Range is 0100.

outbound campaign, and consider this set A.
Identify all rows that have CallDisposition code 9,
which indicates the number rang without an answer,
and consider this set B.
of rows in set C, and the result is the percentage.
Invalid Num

that are expected to reach an invalid
number. Default is 5%. Range is
0100%. AHT(sec): Enter the number of
seconds after which the outbound call
will be disconnected from the invalid
number. Default is 2. Range is 110.

outbound campaign.
Look at the CallDisposition field and filter the rows
to just code 01.
Add up the field Duration for all rows left, then
divide by the number of rows.
The result yields the average AHT (the sum of the
agent talk time and the agent wrap-up time) in
seconds.
Total Calls
Displays the total percentage of

unanswered outbound calls.

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Table 6-12 describes the function of each field in the Answering Machine Summary section of the
Outbound tab.
Table 6-12
Unified CCE Outbound TabAnswered Machine Summary
Field
Description
Input Source
Average Ring Time
Enter the average length of time in

For existing deployments, obtain this value by
seconds that the call rings before being interviewing agents or observing call center
answered. Default is 30. Range is
activity.
1120.
Transferred and Answered by

Agent

answered by an answering machine that
will be transferred to an agent. Default
is 0%. Range is 0100%. AHT(sec):
Enter the number of seconds allowed
for the agent to handle the call (the sum
of the agent talk time and the agent
wrap-up time). Default is 15. Range is
greater than or equal to 1.
For existing deployments, run a SQL query to

dump the table Termination_Call_Detail.
outbound campaign.
Identify all rows that are answered by a machine
by looking for CallDisposition code 33 which
indicates an answering machine, and consider this
set A.
Look for the transfer events by matching rows
with CallDisposition of code 29 in set A, which
indicates an announced transfer, and consider this
set B.
Create set C by filtering set A on CallDisposition
code 13 (call ended by agent).
Combine set A and B by looking at the
ICRCallKeyParent in B and matching it to the
ICRCallKey field in A, creating set AB.
Join C with AB by matching ICRCallKeyParent in
C with the ICRCallKey field in AB, creating set
ABC.
Divide the total number of rows in ABC by the
total number of rows in set A.
The total is the percentage of calls of this type.
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Table 6-12
Unified CCE Outbound TabAnswered Machine Summary (continued)
Field
Description
Input Source
Transferred to IVR

will be transferred to an IVR. Default is
50%. Range is 0100%. AHT (sec):
Enter the number of seconds allowed
for the IVR to handle the call (the sum
of the agent talk time and the agent
wrap-up time). Default is 25. Range is
greater than or equal to 1.

outbound campaign.
indicates an answering machine.
with CallDisposition of code 29 which indicates
an announced transfer to an agent.
Join the latter row set by matching the field
ICRCallKeyParent with the former set on the field
ICRCallKey.
Divide the resulting set by the total number of
rows from the original outbound campaign rows.
Abandon
Enter the percentage of outbound calls For existing deployments, run a SQL query to
answered by an answering machine that dump the table Termination_Call_Detail.
will be disconnected. Default is 0%.
Range is 0100%.
outbound campaign.
indicates an answering machine.
with CallDisposition of codes 2 to 7, which
indicate abandonment.
Join the latter row set by matching the field
ICRCallKeyParent with the former set on the field
ICRCallKey.
Divide the resulting set by the total number of
rows from the original outbound campaign rows.
Total Calls

outbound calls that are expected to be
answered by an answering machine.
AHT (sec): Displays the expected

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Table 6-13 describes the function of each field in the Answered Calls Summary section of the Outbound
tab.
Table 6-13
Unified CCE Outbound TabAnswered Calls Summary
Field
Description
Input Source
Average Ring Time
Enter the average length of time that the call

rings before being answered. Default is 24.
Range is equal to or greater than 1.

interviewing agents or observing call center
activity.
Transferred to IVR

For existing deployments, obtain this value from
answered by a person that will be transferred to call details using the standard ICM Reporting
an IVR. Default is 0%. Range is 0100%.
Facility.
AHT(sec): Enter the expected average hold
time in seconds. Average hold time is the sum
of the agent talk time and the agent wrap-up
time. Default is 25. Range is equal to or greater
than 1.
IVR Announcement
Enter the length of time required to play the

IVR announcement. Default is 0. Range is
greater than 0.
Transferred to Agents

This value depends on the business requirements of
transferred and answered by an agent. Default the customer.
is 0%. Range is 0100%. AHT (sec): Enter the
expected average hold time in seconds. Average
hold time is the sum of the agent talk time and
the agent wrap-up time. Default is 15. Range is
equal to or greater than 1.
Wrap Up Time
Enter the average length of wrap up time

This value depends on the business requirements of
required for agents after handling the outbound the customer.
call. Default is 60. Range is greater than 0.
Total Calls
Displays the total percentage of outbound calls

that are answered by a person. AHT (sec):
Displays the expected average hold time in
seconds. Average hold time is the sum of the
agent talk time and the agent wrap-up time.

activity.

PeripheralCallType of 7, 17, or 18, indicating an
outbound campaign and consider this set A.
Identify all rows that are answered by a machine by
looking for CallDisposition code 23, which
indicates a person answering and consider this set
B.
of rows in set C, and the result is the percentage.
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Input
Table 6-14 describes the function of each field in the Person group in the Unanswered Calls section.
Table 6-14
Unified CCE Outbound TabInput
Field
Description
Input Source
Network Delay
Enter the number of seconds required for the dialer to For existing deployments, this information
reach the destination of the outbound call. Default is can be found in the Unified CM call detail
2. Range is 010.
records (CDRs).
Total Perc Traffic
Displays the total percentage of the traffic specified in This field is display only.
the fields above.
Percentage of
Outbound calls through
Unified Border
Element (IP-IP GW)
Enter the percentage of outgoing H.323 or SIP-based

calls through a Cisco Unified Border Element
(previously know as an IP-IP Gateway). Default is
0%. Range is 0100%.

protocol and whether the outgoing calls are
configured to be placed through Cisco
Unified Border Elements or regular
Gateways. If more than one type of access
is used then CDR or RTMT may be used to
estimate the percentages of BHCA through
the Cisco Unified Border Element. If all
calls are placed via Cisco Unified Border
Elements, enter 100%.
Unified CCE Options

The Unified CCE Options tab provides the following sections:
Virtual Machines
ECC
System Load
Others
Virtual Machines
Table 6-16 describes the function of each field in the Virtual Machines section of the Unified CCE
Options tab.
Table 6-15
Unified CCE Options TabVirtual Machines
Field
Description
Input Source
Virtual Machines
Indicate whether the solution should size Unified

Contact Center Enterprise installed on a Virtual
Machine (VM) platform such as Cisco Unified
Computing Systems (Yes) or not (No). Default is
Yes.
For more information and best practices

on deploying Unified Communications
on the Unified Computing System
platform in a virtual environment, go to
www.cisco.com/go/uc-virtualized.
Server Type
Indicate the type of Virtual Machine upon which

UCCE is running.
This field is determined by customer

deployment.

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Chapter 6
ECC
The ECC section provides fields to identify average usage. Table 6-16 describes the function of each
field in the ECC section of the Unified CCE Options tab.
Table 6-16
Unified CCE Options TabECC
Field
Description
Input Source
Scalars
Enter the number of ECC scalars defined in

Unified CCE that are persistent. An ECC variable
can either be a scalar variable or an array. Only
persistent scalars have impact on the sizing of the
overall system. Default is 5. Range is greater than
0.
For existing deployments, log into the

Administrative Workstation and open
the Configuration Manager Tool.
Navigate to Tools > List Tools >
Expanded Call Variable List >
Retrieve. Manually count the number of
scalar variables for which the persistent
check box is selected.
Arrays
Enter the total number of ECC arrays that are

defined in Unified CCE that are persistent. An
ECC variable can either be a scalar variable or an
array. Only persistent arrays have impact on the
sizing of the overall system. Default is 0. Range is
greater than 0.

Retrieve. From the ECC variable list,
manually count the number of variables
that have both array and persistent check
boxes selected.
Elements
Enter the average number of ECC array elements

for persistent arrays that exist in Unified CCE.
This entry is used when the ECC variable is an
array. Default is 0. Range is 1255.

Retrieve.
Manually navigate to each ECC array
variable to determine the number of
elements. Divide the total number of
elements by the number of arrays to
determine the average number of
elements across all the defined
persistent arrays. Enter this average into
the Elements field.
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System Load
Table 6-17 describes the function of each field in the System Load section of the Unified CCE Options
tab.
Table 6-17
Unified CCE Options TabSystem Load
Field
Description
Agents
Displays the number of Unified CCE agents.
Agents + supervisors
Displays the total number of Unified CCE agents and supervisors

required by this scenario.
Silent Monitor (SM)%
Displays the percentage of calls that are monitored by a supervisor

or another agent.
Others
Table 6-18 describes the function of each field in the Others section of the Unified CCE Options tab.
Table 6-18
Unified CCE Options TabOthers Section
Field
Description
Input Source
Skill Groups/Agent
Enter the average number of skill groups to which For existing deployments, obtain the
each agent belongs. Default is 5. Range is 150. average number of skill groups assigned
per agent. Log into the Administrative
A skill group is a collection of agents that share a
Workstation, and open the
common set of skills. Unified Contact Center
Configuration Manager Tool. Navigate
agents are assigned one or more skills by
to Peripherals > Agent > Agent
associating the agent with the desired skill.
Explorer > Retrieve > Agent > Skill
Agent desktop, security and Skill group per agent Group Membership.
affect Agent PG capacity. Total skill groups also
affect the capacity of the Unified Contact Center Based on the number of skill groups
assigned to each individual agent and
central controller.
the number of agents, calculate the
average number of skill groups per
agent.
Total Skill groups/System
Enter the total number of skill groups in the

system. Default is 1000. Range is 118,000.
For existing deployments, check the

maximum number of skill groups that
are created in the overall system. Log
into the Administrative Workstation,
and open the Configuration Manager.
Navigate to Peripherals > Skill Group
> Skill Group Explorer. The Skill
Group Explorer will give you the total
number of skill groups.

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Chapter 6
Call Flows
Table 6-19 describes the function of each field in the Call Flows section of the Unified CCE Options tab.
Table 6-19
Unified CCE Options TabCall Flows Section
Field
Description
Treatment%
Displays the percentage of calls that are completed by the agent.
Transfer%
Displays the percentage of calls that are transferred to a supervisor

or another agent.
Conf%
Displays the percentage of calls that result in an ad hoc three-way

conference with a supervisor or another agent.
Queued%
Displays the percentage of calls that are submitted to a queue for

further processing.
Silent Monitor (SM)%
Displays the percentage of calls that are monitored by a supervisor

or another agent.
Reporting
The Unified CCE Reporting tab identifies how many Cisco Unified Intelligence Center or WebView
servers and AW/HDS servers are required to support an implementation based on the number of
reporting users and the sizes and types of reports used.
Unified CCE Reporting Tab

The fields displayed in the Unified CCE Reporting tab are determined by the reporting option selected
in the Unified Contact Center Enterprise Components tab:
Table 6-20 describes the function of each field in the Input section of the Unified CCE Reporting
tab when WebView was selected to provide the reporting functionality.
Table 6-21 describes the function of each field in the Input section of the Unified CCE Reporting
tab when Cisco Unified Intelligence Center was selected to provide the reporting functionality.
If you selected Cisco Unified Intelligence Center for reporting, you have the option of defining multiple
reporting profiles for four different types of users: Analysts, Manager, Supervisor, and Display Only.
Analysts are those users who generate the largest number of reports and are the heaviest users of the
system. Analysts are followed in the amount of usage by Managers, Supervisors, and Display-Only
users. You can access these profiles by clicking Show/Hide Advanced Settings on the Reporting tab. The
fields for these profiles are described in Table 6-22, Table 6-23, Table 6-24, and Table 6-25.
For existing deployments, run a user profile to estimate how many users in your network fall into each
profile type. To provide a model to start from, default values for typical usage are included for several
profiles. You can modify these numbers based on your experience with your existing system.
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Table 6-20
Unified CCE Reporting TabWebView
Field
Description
WV Users
Enter the number of WebView users. Default is 0. This represents the target number of
Range is 1800.
users that will use WebView. Typically
5% to 10% of all agents are assigned to
using WebView.
Real Time Aws
Enter the number of Administrative Workstations. This represents the number of users that
are expected to use an Administrative
Workstation. At least one real- time
Administrative Workstation must be
present in the system.
Table 6-21
Input Source
Unified CCE Reporting TabCisco Intelligence Center
Field
Description
Input Source
Analyst
Enter the number of users defined as analysts in

the Unified CCE implementation. Default is 0.
An analyst is typically responsible for

overall contact center activity, and
researching exception cases on an ad
hoc basis. Because of this, an analyst
typically uses a larger number of reports
then other users. Approximately 10% of
contact center reporting users fall into
this category.
Manager
Enter the number of users defined as managers in Managers need a broad view of real-time
the Unified CCE implementation. Default is 0.
data and tend to be more focused on the
half-hour and daily summary historical
reports. Approximately 20% of contact
center reporting users fall into this
category.
Supervisor
Enter the number of users defined as supervisors Supervisors require real-time views of
in the Unified CCE implementation. Default is 0. their teams and historical comparisons
for trending. These users may have a
dashboard that models the wallboard
data using gauges and charts, as well as
a full grid, real-time report showing all
of their agents. Approximately 60% of
this category.
View Only
Enter the number of users that will have display

only access to reports generated by Unified CCE,
Unified CVP, or Unified Expert Advisor. Default
is 0.
View Only users represent casual users

of contact center information and
display boards. Approximately 10% of
this category.
Total Reporting Users
Displays the total number of users retrieving

reports from Unified CCE, Unified CVP, or
Unified Expert Advisor (the total of the Analyst,
Manager, Supervisor, and Display Only fields
above).

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Chapter 6
Table 6-21
Unified CCE Reporting TabCisco Intelligence Center (continued)
Field
Description
Input Source
Platform
Displays the recommended Unified Intelligence

Center server configuration, including the
number/type of CPUs, amount of memory, and
hard disk capacity for Virtual Machine (VM)
implementations on Unified Computing System
(UCS) platforms. To override the
recommendation, select another server from the
pull-down selection list.
For more information and best practices

on deploying Unified Communications
on the Unified Computing System
platform in a virtual environment, go to
www.cisco.com/go/uc-virtualized.
Server Type
Select the appropriate B-series (blade) or C-series

(chassis) Cisco Unified Computing System server
hardware for peripheral gateways. This field only
appears if a VM OVA template is chosen in the
Platform field. Default value is based on the OVA
template chosen in the Agent PG Platform field.
Virtualization rules and

recommendations are available on the
Cisco DocWiki at docwiki.cisco.com
under the category Systems and the
topic Unified Communications
Virtualization.
Cisco Unified Intelligence Center Advanced Settings: Analyst User Profile

Table 6-22 describes the function of each field in the Advanced Settings section for Analyst users on the
Unified CCE Reporting tab.
Table 6-22
Cisco Unified Intelligence Center Advanced SettingsAnalyst User Profile
Field
Description
Input Source
Concurrent Reporting Users
Displays the number of analysts that can retrieve

reports simultaneously, based on the number of
users entered in the Analyst field above.
This field is display only. An analyst is

typically responsible for overall contact
center activity, and researching
exception cases on an ad hoc basis.
Because of this, an analyst typically uses
a larger number of reports then other
users. Approximately 10% of contact
category.
Number of Reports
Enter the number of real-time reports that a

typical analyst user would view on a dashboard
display or access as needed from an
administration menu. A separate number of
reports can be defined for each of three sample
analyst profiles.
For existing deployments, estimate this

value based on an analysis of typical
reporting usage.
Average Number of Rows per

Report
Enter an estimated average number of rows of

data that will appear in each real-time analyst
report. Range is 08,000. By default, sample
values are provided for three different analyst
report profiles; adjust these values accordingly to
match your requirements.

number based on the expected grouping
of agents, skill sets, or call types in each
report. Examine a typical report and
count the number of rows or average
them across several reports
Real Time (RT) Reports
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Table 6-22
Cisco Unified Intelligence Center Advanced SettingsAnalyst User Profile (continued)
Field
Description
Input Source
Grid(=1),Chart(=2),Gauge(=3) Enter the desired viewing format for real-time

For existing deployments, determine the
analyst reports. If analysts want to view the data preferred viewing format based on an
in table form, enter 1. If analysts want to view the analysis of typical reporting usage.
data as a pie, bar, or line chart, enter 2. If analysts
want to view the data in a gauge, such as a
speedometer, enter 3. By default, each format is
assigned to one of the three analyst reporting
profiles.
Refresh Rate
Enter the expected frequency (in seconds) for

updates to real-time analyst reports. Default is
every 30 seconds. Range is any interval equal to or
greater than 15 seconds.
For existing deployments, users with

Unified Intelligence Center premium
licensing can view and modify the
refresh rates using the Report Definition
Properties page in Unified IC
Administration. For Unified Intelligence
Center standard license users, the
refresh rate is fixed.
Historical Reports
Number of Reports
Enter the number of historical reports that

analysts typically have open at any one time. A
separate number of reports can be defined for each reporting usage.
of three sample analyst profiles.
Grid(=1),Chart(=2),Gauge(=3) Enter the desired viewing format for historical

analyst report s. If analysts want to view the data preferred viewing format based on an
in table form, enter 1. If analysts want to view the analysis of typical reporting usage.
data as a pie, bar, or line chart, enter 2. If analysts
want to view the data in a gauge, such as a
speedometer, enter 3. By default, each format is
assigned to one of the three analyst reporting
profiles.
Report

data that will appear in each historical report read
by analysts. Range is 08,000. By default, sample
values are provided for three different analyst

them across several reports.

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Chapter 6
Table 6-22
Cisco Unified Intelligence Center Advanced SettingsAnalyst User Profile (continued)
Field
Description
Input Source
Refresh Rate VRU
Enter the expected frequency (in minutes) for

updates to historical analyst reports. Default is
every 30 minutes. Range is any interval equal to or
greater than 30 minutes.

Data Source
Select the device supplying the reporting data to

the analyst reports: Unified CCE, Unified CVP, or
Unified EA (Expert Advisor). Default is Unified
CCE. A different source can be selected for each
of the three reporting profiles.

distribution of load between the various
data sources. Most reports are extracted
from the Unified CCE database, which
impacts the server requirements for
Unified CCE. Specifying multiple data
sources reduces the load on a single
source.
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Cisco Unified Intelligence Center Advanced Settings: Manager User Profiles

Table 6-23 describes the function of each field in the Advanced Settings section for Manager users on
the Unified CCE Reporting tab.
Table 6-23
Cisco Unified Intelligence Center Advanced SettingsManager User Profiles
Field
Description
Input Source
Displays the number of managers that can retrieve This field is display only. Managers
reports simultaneously, based on the number of
need a broad view of real-time data and
users entered in the Manager field above.
tend to be more focused on the half-hour
and daily summary historical reports.
Approximately 20% of contact center
reporting users fall into this category.

Number of Reports

typical manager user would view on a dashboard
display or access as needed from an
manager profiles.

reporting usage.

Report

data that will appear in each real-time manager
values are provided for three different manager


manager reports. If managers want to view the
preferred viewing format based on an
data in table form, enter 1. If managers want to
analysis of typical reporting usage.
view the data as a pie, bar, or line chart, enter 2. If
managers want to view the data in a gauge, such
as a speedometer, enter 3. By default, each format
is assigned to one of the three manager reporting
profiles.
Refresh Rate

updates to real-time manager reports. Default is


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Chapter 6
Table 6-23
Cisco Unified Intelligence Center Advanced SettingsManager User Profiles (continued)
Field
Description
Input Source
Historical Reports
Number of Reports

managers typically have open at any one time. A value based on an analysis of typical
of three sample manager profiles.

manager report s. If managers want to view the
data in table form, enter 1. If managers want to
analysis of typical reporting usage.
managers want to view the data in a gauge, such
is assigned to one of the three manager reporting
profiles.
Report

by managers. Range is 08,000. By default,
sample values are provided for three different
manager report profiles; adjust these values
accordingly to match your requirements.

Refresh Rate

updates to historical manager reports. Default is

Data Source

the manager reports: Unified CCE, Unified CVP,
or Unified EA (Expert Advisor). Default is
Unified CCE. A different source can be selected
for each of the three reporting profiles.

source.
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Cisco Unified Intelligence Center Advanced Settings: Supervisor User Profiles

Table 6-23 describes the function of each field in the Advanced Settings section for Supervisor users on
Table 6-24
Cisco Unified Intelligence Center Advanced SettingsSupervisor User Profiles
Field
Description
Input Source
Displays the number of supervisors that can

retrieve reports simultaneously, based on the
number of users entered in the Supervisor field
above.
This field is display only. Supervisors

require real-time views of their teams
and historical comparisons for trending.
These users may have a dashboard that
models the wallboard data using gauges
and charts, as well as a full grid,
real-time report showing all of their
agents. Approximately 60% of contact
category.
Number of Reports

typical supervisor user would view on a
dashboard display or access as needed from an
supervisor profiles.

reporting usage.

Report

data that will appear in each real-time supervisor
values are provided for three different supervisor


supervisor reports. If supervisors want to view the preferred viewing format based on an
data in table form, enter 1. If supervisors want to analysis of typical reporting usage.
supervisors want to view the data in a gauge, such
is assigned to one of the three supervisor reporting
profiles.
Refresh Rate

updates to real-time supervisor reports. Default is


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Chapter 6
Table 6-24
Cisco Unified Intelligence Center Advanced SettingsSupervisor User Profiles (continued)
Field
Description
Input Source
Historical Reports
Number of Reports

supervisors typically have open at any one time. A value based on an analysis of typical
of three sample supervisor profiles.
Grid(=1),Chart(=2),Gauge=(3) Enter the desired viewing format for historical

supervisor report s. If supervisors want to view
the data in table form, enter 1. If supervisors want analysis of typical reporting usage.
to view the data as a pie, bar, or line chart, enter 2.
If supervisors want to view the data in a gauge,
such as a speedometer, enter 3. By default, each
format is assigned to one of the three supervisor
reporting profiles.
Report

by supervisors. Range is 08,000. By default,
supervisor report profiles; adjust these values

Refresh Rate

updates to historical supervisor reports. Default is

Data Source

the supervisor reports: Unified CCE, Unified
CVP, or Unified EA (Expert Advisor). Default is

source.
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Cisco Unified Intelligence Center Advanced Settings: View Only User Profiles
Table 6-25 describes the function of each field in the Advanced Settings section for View Only users on
Table 6-25
Cisco Unified Intelligence Center Advanced SettingsView Only User Profiles
Field
Description
Input Source
Displays the number of view only users that can

retrieve reports simultaneously, based on the
number of users entered in the View Only field
above.
This field is display only. View Only

users represent casual users of contact
center information and display boards.
Approximately 10% of contact center
reporting users fall into this category.

Number of reports

typical view only user would view on a dashboard value based on an analysis of typical
display. A separate number of reports can be
reporting usage.
defined for each of three sample view only user
profiles.
Grid(=1),Chart(=2),Gauge(=3) Enter an estimated average number of rows of

data that will appear in each real-time view only preferred viewing format based on an
user report. Range is 08,000. By default, sample analysis of typical reporting usage.
values are provided for three different view only
user report profiles; adjust these values
Report
Enter the desired viewing format for real-time

view only user reports. If view only users want to
view the data in table form, enter 1. If view only
users want to view the data as a pie, bar, or line
chart, enter 2. If view only users want to view the
data in a gauge, such as a speedometer, enter 3. By
default, each format is assigned to one of the three
view only user reporting profiles.

Refresh rate

updates to real-time view only user reports.
Default is every 30 seconds. Range is any interval
equal to or greater than 15 seconds.


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Chapter 6
Table 6-25
Cisco Unified Intelligence Center Advanced SettingsView Only User Profiles (continued)
Field
Description
Input Source
Historical Reports
Number of reports
Enter the number of historical reports that view

only users typically have open at any one time. A value based on an analysis of typical
of three sample view only user profiles.

view only user report s. If view only users want to preferred viewing format based on an
view the data in table form, enter 1. If view only analysis of typical reporting usage.
users want to view the data as a pie, bar, or line
chart, enter 2. If view only users want to view the
data in a gauge, such as a speedometer, enter 3. By
default, each format is assigned to one of the three
view only user reporting profiles.
Report

by view only users. Range is 08,000. By default,
view only user report profiles; adjust these values

Refresh rate

updates to historical view only user reports.
Default is every 30 minutes. Range is any interval
equal to or greater than 30 minutes.

Data Source

the view only user reports: Unified CCE, Unified
CVP, or Unified EA (Expert Advisor). Default is

source.
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Cisco Unified Expert Advisor (Unified Expert Advisor) is a product option within Cisco Unified Contact
Center Solutions. It extends the contact center by allowing an expert to handle certain incoming contacts.
For example, there might be a situation where the contact center customer requires a discussion or advice
from a specialist (or expert). This expert is not a member of the formal contact center but agrees to be
on call to provide consultation services.
Experts establish their presence and availability to take a contact by the state (Available or Away) of their
Instant Messaging (IM) client. The IM client effectively serves as the desktop for experts, who establish
their willingness to take a contact by responding to an IM contact request from the Cisco Unified Expert
Advisor system.
After expert availability and acceptance of the contact request are confirmed by the system, the customer
contact is routed directly to the Unified Expert Advisor by a self service application or transferred to the
expert by the contact center agent who may have initially handled the contact. The contact center agent
can also conference the (system selected) Unified Expert Advisor into a customer contact.
The Unified Expert Advisor tab provides the following sections:
Input
Calculator Input
System Equipment
Gateways
Input
Table 6-26 describes the function of each field in the Input section of the Unified Expert Advisor tab.
Table 6-26
Unified CCE Unified Expert Advisor TabInput
Field
Description
Input Source
Software Release
Select the Unified Expert Advisor software

version number from the pull-down selection list. Unified Expert Advisor operation
console, click the About link and the
version number will appear.
Blockage
Enter the percentage of calls that may be rejected For existing deployments, this value is
at the busy hour. Default is 1%. Range is 199%. determined by specific customer
business requirements based on the
required service level.
Total Number of Unified Expert Enter the number of experts that are available
Advisor
within the Unified Expert Advisor system.
Default is 0. Range is greater than or equal to 0.
Helper

Unified Expert Advisor operations
console. Navigate to the Daily
Management section, click Unified
Expert Advisor, and count the total
number of Unified Expert Advisors
configured.
Click this link for help in calculating the value for This field is display only.
the Total Number of Unified Expert Advisor field.
See Calculator Input, page 6-35.

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Chapter 6
Table 6-26
Unified CCE Unified Expert Advisor TabInput (continued)
Field
Description
Input Source
BHCA
Enter the expected average number of call

attempts per hour per device during the busiest
hour. Default is 0. Range is greater than or equal
to 0.
For existing deployments, use the

historical reports templates provided by
Unified Expert Advisor software to look
at the Contact Detail Reports. Count the
number of incoming calls terminated at
the Unified Expert Advisor system.
Average Handle Time (sec)
Enter the number of seconds, on average, that

Unified Expert Advisor needs to handle a call.
This should include the actual talking time plus
any time the call is placed on hold by the agent,
until the call is terminated. Default is 180. Range
is greater than 0.
For existing deployments, use the

historical reports templates provided by
Unified Expert Advisor software to look
at the Unified Expert Advisor Agent
Handle Report. Total the Average
Handle Time for all agents and calculate
the average.
Assignment Queues per system Enter the number of queues that are configured
within Unified Expert Advisor for managing
assignments of experts. Default is 5. Range is
0100.

Management section, click
Assignment Queues, and count the total
number of Assignment Queues
configured for your system.
Avg. Assignment Queues per

Agent
Enter the average number of assignment queues For existing deployments, log into the
with which each agent is associated. Default is 5. Unified Expert Advisor operations
Range is 010.
Management section and click
Assignment Queues. View each
Assignment Queue to determine the
number of Unified Expert Advisors
associated with each assignment queue
and then calculate the average.
Redundancy
Select the Unified Expert Advisor redundancy

option from the pull-down selection list: Simplex Unified Expert Advisor operations
or 1:1. The default is Simplex.
Management section and click
Runtime Services. Determine if you
have more than one run-time server in
the system. If you have only one server,
select; Simplex otherwise, select 1:1.
Select Platform
Select the platform option from the pull-down

selection list. Default is MCS-7845H2. Options
include Media Convergence Server (MCS)
platforms or Virtual Machine (VM) platforms
such as Cisco Unified Computing Systems.

console. Log in to Cisco Unified OS
Administration and select Show >
Hardware from the main menu to
determine the platform type.
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Calculator Input
Table 6-27 describes the function of each field in the Calculator Input section of the Unified Expert
Advisor tab, which appears when you click the Helper link next to the Total Number of Unified Expert
Advisor field.
Table 6-27
Unified CCE Unified Expert Advisor TabCalculator Input
Field
Description
Input Source
BHCA
Enter the expected BHCA. Default is 0.
For existing deployments, use the historical

reports templates provided by Unified
Expert Advisor software to look at the
Contact Detail Reports. Count the number
of incoming calls terminated at the Unified
Expert Advisor system.
Average Handle Time (sec)
Enter the expected average handle time in

seconds. Default is 180.
For existing deployments, use the historical

reports templates provided by Unified
Expert Advisor software to look at the
Unified Expert Advisor Agent Handle
Report. Total the Average Handle Time for
all agents and calculate the average.
Average Informal Agent

Acceptance Factor
Enter the percentage of the average informal For existing deployments, this information
agent acceptance factor. Default is 50%.
can be found in the Unified Expert Advisor
Agent Handle Reporting data provided by
Unified Expert Advisor software.
Service Level Agreement

(SLA)
Enter the SLA percentage. Default is 90%.
Calls Answered Within (sec)
Enter the expected number of seconds within For existing deployments, this information
which calls will be answered. Default is 30. can be found in the Unified Expert Advisor
Recommended Expert Advisor
Displays the results of clicking the Calculate This field is display only.
button.
Recommended Broadcast Per

Call
Displays the results of clicking the Calculate This field is display only.
button.
Clear
Click this button to clear the contents of the

fields in the Calculator Input section.
Cancel
Click this button to close the Calculator Input This field is display only.
section and return to the Input section of the
Unified Expert Advisor tab.
Calculate
Click this button to calculate the value to be

entered in the Total Number of Unified
Expert Advisor field.
Insert
Click this button to insert the calculated

value in the Total Number of Unified Expert
Advisor field.
For existing deployments, this information

can be found in the Unified Expert Advisor

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Chapter 6
System Equipment
Table 6-28 describes the function of each field in the System Equipment section of the Unified Expert
Advisor tab.
Table 6-28
Unified CCE Unified Expert Advisor TabSystem Equipment
Field
Description
Unified Expert Advisor

Runtime Server
Displays the number of Unified Expert Advisor

Runtime Servers required for the solution being sized.
Unified Expert Advisor

Reporting Server

Reporting Servers required for the solution being
sized.
Unified Expert Advisor PG

peripheral gateways required for the solution being
sized.
Gateways
Table 6-29 describes the function of each field in the Gateways section of the Unified CCE Options tab.
Table 6-29
Unified CCE Options TabGateways
Field
Description
Load on Voice Gateways

(Erlangs)
Displays the estimated load (in Erlangs) on the voice gateways for
the solution being sized.
GWs ports
Displays the number of gateway ports required for the solution being
sized.
SIP Proxy CPS
Displays the number of SIP connections per second estimated for the
solution being sized.
IM/sec
Displays the number of Instant Messaging sessions per second

estimated for the solution being sized.
PG Tab
The PG (peripheral gateway) tab includes the following sections:
Desktop
Output
Agents
Input
Skills
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Desktop
Table 6-30 describes the function of each field in the Desktop section of the PG tab.
Table 6-30
Unified CCE PG TabDesktop
Field
Description
Input Source
CTI OS Security
Select TLS ON to enable CTI OS security

and OFF to disable CTI OS security. CTI
OS offers a security option based on
Transport Layer Security (TLS). Default
is OFF.
For example, in Unified CCE 7.5, the value of the

SecurityEnabled registry key is 1 if security is ON.
This registry key can be found under
HKEY_LOCAL_MACHINE\SOFTWARE\Cisco
Systems,
Inc.\Ctios\CTIOS_InstanceName\CTIOS1\Server\Se
curity
Desktop Type
Select the desktop type. Options are CAD This depends on the type of Desktop software that has
(Cisco Agent Desktop) and CTIOS
been installed on the agent's desktop.
(Cisco Toolkit Desktop). Default is
CTIOS.
Skills
Table 6-31 describes the function of each field in the Skills section of the PG tab.
Table 6-31
Unified CCE PG TabSkills
Field
Description
Input Field
Avg Skill Group per Agent
Displays the average number of skill groups per

agent. Range is 150.
Avg Skill Group per Team
Enter the average number of skill groups per team.

Default is the value in the field above. Range is
greater than the value in the Avg Skill Group per
Agent field and less than 1300.
For existing deployments, use the ICM

Configuration Manager to view each
agent team and find the corresponding
agent members. For each agent member
configuration of the team, count the total
number of unique skill groups for that
team. Divide the total number of unique
skill groups for all teams by the number
of teams to get the average.
Total Skill Groups per PG
Enter the total number of skill groups per

peripheral gateway. Default is 300. Range is
11300.
For existing deployments, use the ICM

Configuration Manager to find the total
number of skill groups configured and
then divide that number by the number
of PGs.

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Chapter 6
Input
Table 6-32 describes the function of each field in the Input section of the PG tab.
Table 6-32
Unified CCE PG TabInput
Field
Description
Input Source
Agent PG Platform
Select the type of server from the pull-down

Verify the server class of the actual
selection list. For virtual machines (VMs), Open hardware
Virtualization Archive (OVA) templates are
shown for various numbers of endpoints. If a VM
value is selected, an additional Server Type field
appears allowing you to specify the B-series or
C-series Cisco Unified Computing System
hardware.
Server Type

hardware for peripheral gateways. This field only
appears if a VM OVA template is chosen in the
Agent PG Platform field. Default value is based
on the OVA template chosen in the Agent PG
Platform field.
Multi-PIM APG
Indicate the multiple PIM configuration option

for Agent PG. Default is Yes.

Virtualization.
Output
Table 6-33 describes the function of each field in the Output section of the PG tab.
Table 6-33
Unified CCE PG TabOutput
Field
Description
APG Capacity Used
Displays the percentage of the agent peripheral gateway (APG)

capacity that can be used in the solution.
Total APG Server required with

Redundancy
Displays the total number of agent peripheral gateway (APG)

servers that require redundant configuration.
VRU PG Platform
Displays the type of virtual machine (VM) platforms required for

voice response unit (VRU) peripheral gateways.
VRU PGs
Displays the total number of voice response unit (VRU) PGs.
Outbound Controller
Displays the total number of dialer controllers for IPCC (Unified

CCE).
Agents
Table 6-34 describes the function of each field in the Agents section of the PG tab.
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Table 6-34
Unified CCE PG TabAgents
Field
Description
Local
Displays the number of locally connected agents.
Call by call
Displays the number of agents that are assigned a line for each call.
Nailed Up
Displays the number of agents that have a line assigned to them when
they log in to the system.
Average Agents per Supervisor Displays the average number of agents per supervisor.

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Chapter 6
Unified CVP
The Unified Customer Voice Portal (Unified CVP) options implemented in the solution can be sized in
one of two ways:
As part of a System Release Sizing or Compatible Components Sizing scenario as discussed in

Describing Unified CVP Options section on page 3-24.
As part of an Individual Product Sizing scenario as described in Sizing an Individual Unified CVP
Product section on page 5-9.
Table 6-35 describes the function of each field in the Unified CVP tab/screen. For more details on
Individual Product Sizing options, see Unified CVPIndividual Sizing Scenario section on
page 6-43.
Table 6-35
Unified CVP Options
Field
Description
Input Source
Software Release
Displays the Unified CVP release version

compatible with the Unified CM release (for
Unified CVP OAMP Server Console
System Release and Compatible Component
Server and navigate to Help > About.
sizing scenarios). For Individual Product sizing
scenarios, you can select the Unified CVP release
version from the pull-down list.
Call/VXML Server Platform
Select the hardware platform option from the

pull-down list.

physical hardware that is used for the
deployment. Options include Media
Convergence Server (MCS) platforms or
Virtual Machine (VM) platforms such as
Cisco Unified Computing Systems.
Server Type

hardware. This field only appears if a VM OVA
template is chosen in the Call/VXML Server
Platform field. Default value is based on the OVA
template chosen in the previous field.

Virtualization.
Unified CVP Reporting Server Select the hardware platform option from the
pull-down list.
Platform

Server Type

template is chosen in the Unified CVP Reporting
Server Platform field. Default value is based on
the OVA template chosen in the previous field.

Virtualization.
CVP Deployment Model
Select one of the following: Comprehensive,

Standalone VoiceXML, Call Director, or VRU
only. This option appears in Individual Product
Sizing only.
This input is based upon the type of

deployment model chosen. Refer to the
Unified CVP SRND for definitions of the
models.
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Table 6-35
Unified CVP Options (continued)
Field
Description
Input Source
Enter the average number of call attempts per

The optional Unified CVP reporting
hour per device during the busy hour. There is no server can collect summary information
default.
on call events. It stores this information in
an Informix database.

CVP
Enter the highest acceptable percentage of calls

that may be blocked when the solution is unable
to process a call. There is no default. Range is
199%.
Web Server for CVP

Deployment
Indicate the web server used for Unified CVP

deployment, either WAS (WebSphere) or Tomcat. web server type that was chosen as the
Default is Tomcat.
VoiceXML Server.
Average Messages per Call for

Detail VXML Reporting
Enter the average message per call if detail

For existing deployments, use the CVP
VXML reporting is required. Default is 0. Range SRND sizing chapter to determine
is greater than or equal to 0.
Number of Reporting Messages per
Element or Activity. There are few
examples that will help you estimate the
total number of messages per call.
CVP HTTPS Selected Flag
Indicate whether HTTPS is enabled (On) or

disabled (Off). Default is Off.
CVP Server Redundancy Type
Select the type of redundancy required for the

Verify the configuration of external
solution. Options include None, N+1, 1:1. Default components that invoke the Unified CVP
is N+1.
server to determine the deployment model
that has been chosen.
VXML or Micro-App
Select VXML or Micro-App. Default is VXML.

Unified CVP OAMP Server and
navigate to Device Management. Then
click Unified CVP VXML Server. If
Unified CVP VoiceXML server is listed,
then choose VoiceXML for this option;
otherwise choose Micro-App.
Comprehensive Deployment
Protocol
Select either SIP or H.323. Default is SIP.

Unified CVP OAMP Server and
navigate to Device Mgmt > CVP Call
Server and choose the Unified CVP Call
Server from the list on the General tab.
Identify the services that are enabled
(ON).
Comprehensive Percentage of
Self Service
Displays the percentage of calls that will be

processed through caller self-service.
This specifies the target service level for

calls arriving to the Unified CVP. There is
no corresponding system parameter.

server using Telnet/SSH and look at the
%CVP_HOME%\conf\security\
directory. If HTTPS is enabled, there is
a properly signed certificate file ending
in .crt and another file of the same name
ending in .key.

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Chapter 6
Table 6-35
Unified CVP Options (continued)
Field
Description
Input Source
Comprehensive CVP Percent

Displays the percentage of Unified CVP traffic
Qd to Agents (Calculated from that is queued to agents. AHT (Sec): Displays the
IPCC)
average hold time in seconds. Average hold time
is the sum of the agent talk time and the agent
wrap-up time.
Percentage Answered by agent Displays the number of calls that will be
(Transfer to Agent)
transferred from the IVR to a live agent. AHT
(Sec) displays the average hold time in seconds.
Average hold time is the sum of the agent talk
CVP transfer to agent using

SIP refer
Indicate whether the Unified CVP is allowed to

transfer calls to an agent using SIP refer (Yes) or
not (No). Default is No.
Comprehensive Percentage
Network Transfer by Agents
Enter the number of calls that will be transferred

from the receiving live agent to another
destination. Range is 0100%.
Comp Percent Warm Xfer IP

(Calculated from IPCC)
Displays the number of calls that will be

processed by an attended transfer by the receiving
live agent to another agent. AHT (Sec) displays
the average hold time in seconds. Average hold
time is the sum of the agent talk time and the agent
wrap-up time.
For existing deployments, use the Call

Detail Records to determine the total
number for transfers, including both
network and local activity.
Comprehensive Avg number of Enter the average number of Micro-Apps prompts The upper limit can be estimated by
Micro-Apps prompts
per call. Range is 0100.
verifying the number individual call
scripts that may be invoked.
Percentage of Incoming calls
Element (IP-IP GW)
Enter the percentage of incoming H.323 or

SIP-based calls routed to agents through a Cisco
Unified Border Element (previously know as an
IP-IP Gateway). Default is 0%. Range is 0100%.
This is determined by the choice of

gateway protocol and whether the
outgoing calls are configured to be
placed through Cisco Unified Border
Elements or regular Gateways. If more
than one type of access is used then
CDR or RTMT may be used to estimate
the percentages of BHCA through the
Cisco Unified Border Element. If all
calls are placed via Cisco Unified
Border Elements, enter 100%.
When you are finished, click Save to save your settings and then click Continue to display the next
component in the solution to be sized.
Unified CVPIndividual Sizing Scenario

If you selected Unified CVP as a component in an Individual Sizing scenario, you are offered the
following options, depending on your selection in the Unified CVP Deployment Model field:
Standalone VXML
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VRU Only
Call Director
Standalone VXML
Table 6-36 describes the function of each field in the Standalone VoiceXML section of the Unified CVP
tab.
Table 6-36
Unified CCE Unified CVP Standalone VXML
Field
Description
Input Source
VXML Percentage with No

Unified ICM Lookup
Enter the percentage of VoiceXML calls that do

not require a Unified ICM lookup. Default is 0%.
Range is 0100%. For AHT (sec), enter the
wrap-up time. Default is 100.
For existing deployments, query the

Unified CVP database on the
VXMLSession and VXMLElement
tables to retrieve the Session ID value.
Join using session id with the element
table. Count the ElementTypes that are
ICM lookup.
VXML Percentage with

Unified ICM Lookup
Enter the percentage of VoiceXML calls that

require a Unified ICM lookup. Default is 100%.
Range is 0100% (the value in this field and the
VXML Percentage with No ICM Lookup field
must equal 100%). For AHT (sec), enter the
wrap-up time. Default is 100.
This field, plus the VoiceXML

Percentage with No ICM Lookup field,
must total 100%.
VXML Percentage Bridge

Transfer
Enter the percentage of VoiceXML calls involving

a bridge transfer. Default is 25%. Range is
0100%. For AHT (sec), enter the average hold
time in seconds. Average hold time is the sum of
the agent talk time and the agent wrap-up time.
Default is 60.

tables. Compare the Exitdatetime is
transfer element is equal to vxmlsession
enddatetime.
VXML Percentage Blind

Transfer
Enter the percentage of VoiceXML calls involving

a blind transfer. Default is 25%. Range is
0100%. For AHT (sec), enter the average hold
time in seconds. Average hold time is the sum of
the agent talk time and the agent wrap-up time.
Default is 6.

tables. Count the exitdatetime of the
enddatetime.
VXML Percentage Release

Trunk
Enter the percentage of VoiceXML calls involving For existing deployments, query the
release trunk signaling. Default is 25%. Range is Unified CVP database on the
0100%.
tables. Count the exitdatetime of the
enddatetime.
VRU Only
Table 6-37 describes the function of each field in the VRU Only section of the Unified CVP tab.

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Chapter 6
Table 6-37
Unified CCE Unified CVP VRU Only
Field
Description
Input Source
VXML or Micro-App
Select either VXML or Micro-App. Default is

VXML.
For existing deployments, to determine

if the VoiceXML Server is configured,
log into the Unified CVP OAMP server
and navigate to Device Management.
Select the VXML Server option. If
VoiceXML is configured, the
VoiceXML IP address will be visible on
the web page.
VRU Only Treatment &

Queuing Percentage
Enter the VRU Only Treatment & Queuing

Verify the queuing percentage that is
Percentage. Default is 100% AHT (Sec): Enter the VRU only and the average hold time for
average queuing hold time in seconds. Average
calls processed by the VRU.
hold time is the sum of the agent talk time and the
agent wrap-up time. Default is 120.
VRU Only Micro-Apps

Number of Prompts
Enter the VRU Only Micro-Apps Number of

Prompts. Default is 5.
Verify the number of prompts that are

VRU only.
Call Director
Table 6-38 describes the function of each field in the Call Director section of the Unified CVP tab.
Table 6-38
Unified CCE Unified CVP Call Director
Field
Description
Input Source
Call Director Protocol
Select the Call Director protocol (SIP or H.323).

The default is SIP.

OAMP Server and navigate to Device
Mgmt > Unified CVP Call Server.
Choose the Unified CVP Call Server
from the list on the General tab. Identify
the services that enabled (ON).
Call Director Percentage of

VoIP Transfer
Enter the Call Director Percentage of VoIP

Transfer. Default is 25%. Range is 0100%. AHT
(Sec): Enter the average hold time in seconds.
Average hold time is the sum of the agent talk
time and the agent wrap-up time. Default is 35.
For existing deployments, this

information may be available from
Unified ICM data. You cannot tell from
the Unified CVP perspective whether a
call is direct, transfer, or release.
Call Director Percentage

Release Trunk SIP, GW etc
Enter the Call Director Percentage Release Trunk For existing deployments, this
SIP, GW, etc. Default is 50%. Range is 0100%. information may be available from
AHT (Sec): Enter the average hold time in
Unified ICM data.
seconds. Average hold time is the sum of the agent
talk time and the agent wrap-up time. Default is
30.
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Table 6-38
Unified CCE Unified CVP Call Director (continued)
Field
Description
Input Source
Call Director Percentage

Release Trunk SIP, TNT, etc
Enter the Call Director Percentage Release Trunk For existing deployments, this
SIP, TNT, etc. Default is 25%. Range is 0100%. information may be available from
The value is this field and the two preceding fields Unified ICM data.
must equal 100%.
Call Director Micro-Apps

Number of Prompts
Enter the Call Director number of Micro-Apps

prompts. Default is 5.
For existing deployments, this

information may be available from
Unified ICM data.
Unified IP IVR
Table 6-39 describes the function of each field on the Unified IP IVR tab.
Table 6-39
Unified CCE Unified IP IVR Tab
Field
Description
Input Source
Software Release
Displays the Unified IP IVR software version

number.
For existing deployments, verify the

installed version of the software.
Platform
Select the hardware platform option from the

pull-down list.

Server Type

template is chosen in the Platform field. Default
value is based on the OVA template chosen in the
previous field.
Indicate whether high availability is required for
the Unified IP IVR component (Yes) or not (No).
Default is Yes.

Virtualization.
This field modifies the behavior of the
sizing tool and specifies the desired type
of sizing for the system. When this
option is selected, the sizing tool adds
additional servers to allow for high
availability.
High Availability

A Unified Contact Center Express system can be sized in one of two ways:

Chapter 3, Sizing a Unified Contact Center Solution.
As part of an Individual Product Sizing scenario as described in Sizing an Individual Unified

Contact Center Express Product section on page 5-13.
This Unified Contact Center Express screens includes the following tabs:

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Chapter 6
Options
Inbound
Outbound
Options
Table 6-40 describes the function of each field on the input section of the Unified Contact Center Express
screen (for Individual Product Sizing) or Options tab (for System Release Sizing or Compatible
Components Sizing).
Table 6-40
Unified Contact Center ExpressOptions Input
Field
Description
Input Source
Software Release
Select the version of Unified Contact

Center Express to be used for sizing
(Individual Product sizing scenarios
only).
For existing deployments, in Unified Contact

Center Express Administration, go to Help >
About to display the Unified CCX version
installed.
Package Type
Select the type of package (Standard,

Enhanced, or Premium) from the
pull-down selection list. Default is
Standard. The package type selection
determines the other fields that appear in
this section.

Center Express Administration, go to Help >
About to display the Unified CCX package
installed.
High Availability
Deployment
Indicate whether the Unified CCX

deployment is designed for high
availability (Yes) or not (No). Default is
No. This field is only available if the
Package Type selection is either
Enhanced or Premium.

Center Express Administration, go to System >
License Information. If High Availability
Enabled: 1 is displayed, Unified CCX is
configured for high availability.
Type of High Availability

Deployment
Select whether the high availability

configuration for the Unified CCX
provides backup servers within the same
physical location (LAN) or at different
locations (WAN). Default is LAN. This
field is only available if the Package
Type selection is either Enhanced or
Premium and the High Availability
Deployment field is set to Yes.
Total Number of Concurrent

Agents Handling Inbound
Calls
Enter the maximum number of

concurrent agents tasked with handing
incoming calls. Default is 100. Range is
1300.
For existing deployments, this value is based on the

maximum number of seats purchased. In Unified
Contact Center Express Administration, go to
System > License Information to display the
Unified CCX seats available.
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Table 6-40
Unified Contact Center ExpressOptions Input (continued)
Field
Description
Input Source
Of the Total, Number of

Concurrent Agents Handling
Preview Outbound Calls
Enter the number of concurrent agents,

within the Total Number of Concurrent
Agents Handling Inbound Calls value
above, that use preview dialing to place
outbound calls. Default is 0. Range is 0
to the value entered in the Total Number
of Concurrent Agents Handling Inbound
Calls field. This field is only available if
the Package Type selection is Premium.
For existing deployments, preview outbound seats

are not licensed but an upper limit may have been
configured. In Unified Contact Center Express
Administration, go to System > System
Parameters and examine the value in the Number
of Outbound seats field. If no value is set, use the
corresponding value previously entered in the
Cisco Unified Contact Center Express/IPIVR
Configuration & Ordering Tool that was used to
design the initial deployment (if available).
Of the Total, Number of

Concurrent Agents Handling
Emails
Enter the number of concurrent agents,

within the Total Number of Concurrent
Agents Handling Inbound Calls value
above, that handle Emails. Default is 0.
Range is 0 to the lesser of two values:
120 or the value entered in the Total
Number of Concurrent Agents Handling
Inbound Calls field. This field is only
available if the Package Type selection
is Premium.
For existing deployments, use the corresponding

value previously entered in the Cisco Unified
Contact Center Express/IPIVR Configuration &
Ordering Tool that was used to design the initial
deployment (if available).
Number of Supervisors
Enter the number of supervisors

managing the agents. Default is 0.
Range is 032.

values previously entered in the Cisco Unified
Maximum Number of
Customer Service Queues
(CSQs) Required
Enter the maximum number of queues

required to process customer service
calls. Default is 0. Range is 0150.
For existing deployments, generate a Contact

Service Queue Activity Report (by CSQ) and count
the queues that handle customer service calls.
Do You Want to Add Any of

the Following Products: CR,
QM, or AQM?
Select any optional software products to

use with Unified CCX such as
Compliance Recording (CR), Quality
Manager (QM), or Advanced Quality
Manager (AQM) from the pull-down
selection list or choose no optional
products (No). This field is only
is Premium.

License Information to determine if any of these
products are installed.
Do You Want to Add a CR

Server?
Select whether you want to add a

Compliance Recording server (CR
Only) or no optional product (No).

License Information to determine if a CR server is
installed.

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Table 6-40
Field
Description
Input Source
Number of Named (Not

Concurrent) Compliance
Recording (CR) Users
Required
Enter the number of all named users

(unique users, based on licensing) that
will be monitored and recorded by a
Compliance Recording server. Default is
0. Range is 03,600. This field is only
available if you have added the optional
Compliance Recording (CR) product.

License Information to determine if any named
CR users are configured.
Number of Concurrent
Enter the number of all concurrent users
Compliance Recording Users that will be monitored and recorded by a
Required
Compliance Recording server at any
given time. Default is 0. Range is
01,200. This field is only available if
you have added the optional Compliance
Recording (CR) product.

Total Number of Compliance

Manager Concurrent
Endpoint Recording Sessions
for All Sites
Enter the total number of endpoints at all

sites that will be monitored and recorded
by a Compliance Recording server at
any given time. Default is 0. Range is
you have added the optional Compliance
Recording (CR) product.

Total Number of Compliance

Manager Concurrent
Server-Based Recording
Sessions at Central Site Only
Enter the total number of endpoints at

the central site that will be monitored
and recorded by a Compliance
Recording server at any given time.
Default is 0. Range is 01,200. This
field is only available if you have added
the optional Compliance Recording
(CR) product.


Concurrent) Quality Manager (unique users, based on licensing) that
(QM) Users Required
will be monitored and recorded by
Quality Manager (QM). Default is 0.
Range is 03,600. This field is only
QM product.

QM users are configured.
Quality Manager Users
Required


that will be monitored and recorded by
Quality Manager (QM) at any given
time. Default is 0. Range is 01,200.
This field is only available if you have
added the optional QM product.
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Table 6-40
Field
Description
Input Source
Total Number of Quality

Manager Concurrent
for All Sites

by Quality Manager (QM) at any given
time. Default is 0. Range is 01,200.
This field is only available if you have
added the optional QM product.

Total Number of Quality

Manager Concurrent

and recorded by Quality Manager (QM)
at any given time. Default is 0. Range is
you have added the optional QM
product.


Concurrent) Advanced
Quality Manager (AQM)
Users Required

(unique users, based on licensing) that
will be monitored and recorded by
Advanced Quality Manager (AQM).
the optional AQM product.

AQM users are configured.
Advanced Quality Manager
Users Required

that will be monitored and recorded by
Advanced Quality Manager (AQM) at
any given time. Default is 0. Range is
01,200.This field is only available if
you have added the optional AQM
product.

Total Number of Advanced

Quality Manager Concurrent
for All Sites

by Advanced Quality Manager (AQM)
at any given time. Default is 0. Range is
you have added the optional AQM
product.

Total Number of Advanced

Quality Manager Concurrent

and recorded by Advanced Quality
Manager (AQM) at any given time.
the optional QM product.

Do You Want to Add a

Workforce Management
Server?
Indicate whether you want to add a

Workforce Management (WFM) Server
to the solution (Yes) or not (No). Default
is No. This field is only available if the
Package Type selection is Premium.

License Information to determine if a WFM
server is installed.

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Chapter 6
Table 6-40
Field
Description
Input Source
Number of Configured
(WFM) Users
Enter the total number of all users to be

configured on the Workforce
Management (WFM) server. Default is
0. Range is 0900. This field is only
WFM product.

WFM users are configured.
Total Number of Concurrent

(WFM) Users

that will have their performance and
schedules traced by a Workforce
Management (WFM) server at any given
time. Default is 0. Range is 0300. This
the optional WFM product.

Codec for Unified CCX

Based Recording and
Playback Session
Select the codec required to digitize

agent audio recordings for storage and
playback. Options are G.711 or G.729.
Default is G.711. This field is only
is Enhanced or Premium.

System Parameters and examine the value in the
Codec field.
Number of Unified CCX

Based Simultaneous
Recording and Playback
Sessions
Enter the number of simultaneous

recording/playback sessions that may
occur at any given time. Default is 0.
Range is 064. This field is only

Recording Count field. If no value is set, use the
corresponding value previously entered in the
Cisco Unified Contact Center Express/IPIVR
Configuration & Ordering Tool that was used to
design the initial deployment (if available).
Number of Simultaneous
Monitoring Sessions
Enter the maximum number of sessions

at any given time when supervisors may
monitor agent conversations. Default is
0. Range is 032. This field is only

Remote Monitoring Sessions

at any given time when supervisors may
monitor agent conversations at remote
sites. Default is 0. Range is 032. This
Type selection is Premium.

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Field
Description
Input Source
Historical Reporting Sessions at any given time when supervisors may
view historical reports. Default is 0.
Range is 016.

Number of HR session licenses field. If no value
is set, use the corresponding value previously
entered in the Cisco Unified Contact Center
Express/IPIVR Configuration & Ordering Tool that
was used to design the initial deployment (if
available).
Number of Inbound IVR

Ports

concurrent inbound IVR ports in use.

License Information to display the IVR ports
licensed. The number of IVR ports licensed may be
more than the maximum number of IVR ports in
use for inbound calls. You can find out the
maximum number of inbound IVR ports in use by
using the corresponding value previously entered
in the Cisco Unified CCX/IPIVR Configuration &
Number of Outbound Ports

concurrent outbound IVR ports in use.

License Information to display the IVR ports
licensed. The number of IVR ports licensed may be
more than the maximum number of IVR ports in
use for outbound calls. You can find out the
maximum number of outbound IVR ports in use by
using the corresponding value previously entered
in the Cisco Unified CCX/IPIVR Configuration &
Number of VXML Port

concurrent IVR ports running
VoiceXML. Default is 0. Range is 080.
This field is only available if the
Package Type selection is Premium.

Simple or Complex Grammar Select whether the solution needs to

for ASR Ports
recognize speech with simple or
complex grammar. Complex grammar
reduces performance and may require
multiple servers. Default is Simple. This
Type selection is Premium.

Number of ASR Ports

Enter the maximum number of IVR

ports using automatic speech
recognition (ASR). Default is 0. Range
is 0100. This field is only available if
the Package Type selection is Premium.

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Field
Description
Input Source
Number of TTS Ports
Enter the maximum number of IVR

ports using text-to-speech (TTS) ports.
Default is 0. Range is 0160.This field is
only available if the Package Type
selection is Premium.

Do You Want to Add an IPCC Indicate whether you want to add an

Express Gateway PG?
IPCC Express Gateway PG (peripheral
gateway) to the solution (Yes) or not
(No). An IPCC Express Gateway PG
allows Unified CCX to appear as a
traditional ACD connected to a Unified
Intelligent Contact Management
Enterprise (Unified ICME) system.
Default is No.

Percentage of Unified CCX

Calls being Recorded
Enter the percentage of Unified CCX

calls being recorded. Default is 0%.
Range is 0% to 100%.
Table 6-41 describes the function of each field on the Output section of the Unified Contact Center
Express screen/Options tab.
Table 6-41
Unified Contact Center ExpressOutput Section
Field
Description
BHCC Values: Inbound
Displays the calculated busy hour call completion (BHCC) capacity for
incoming calls that the solution can support.
BHCC Values: Outbound
Displays the calculated busy hour call completion (BHCC) capacity for
outgoing calls that the solution can support.
Selected Unified CCX

Package Type
Displays the Package Type selection chosen.
Primary Platform
Displays the recommended Unified CCX server platform. To override

the recommendation, select another server from the pull-down
selection list. The server you select affects the Unified CCX Server
Available Capacity value.
Server Type
Displays the recommended B-series (blade) or C-series (chassis) Cisco

Unified Computing System server hardware type. To override the
recommendation, select another server type from the pull-down
selection list. This field only appears if a VM OVA template is chosen
in the Primary Platform field. Default value is based on the OVA
template chosen in the previous field. Virtualization rules and
recommendations are available on the Cisco DocWiki at
docwiki.cisco.com under the category Systems and the topic Unified
Communications Virtualization.
Standby Platform
Displays the available capacity (percentage of resources free) available

on the selected Unified CCX server platform.
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Table 6-41
Unified Contact Center ExpressOutput Section (continued)
Field
Description
Server Type
Displays the recommended B-series (blade) or C-series (chassis) Cisco

Unified Computing System server hardware type. To override the
recommendation, select another server type from the pull-down
selection list. This field only appears if a VM OVA template is chosen
in the Standby Platform field. Default value is based on the OVA
template chosen in the previous field. Virtualization rules and
docwiki.cisco.com under the category Systems and the topic Unified
Communications Virtualization.
Unified CCX Server

Available Capacity

on the selected Unified CCX server platform.
Base CR/QM/AQM Server
Displays the minimum server platform required to support

CR/QM/AQM. To override the recommendation, select another server
from the pull-down selection list. The server you select affects the
CR/QM/AQM Server Available Capacity value.
CR/QM/AQM Server
Available Capacity

on the selected Compliance Recording, Quality Manager, and/or
Advanced Quality Manager server platform.
SPAN-based Recording
Server at Central Site
Displays the minimum server platform required to support

CR/QM/AQM using Switched Port Analyzer (SPAN) to capture voice
packets directly from the IP network. To override the recommendation,
select another server from the pull-down selection list. The server you
select affects the Central Site Recording Server Available Capacity
value.
Central Site Recording Server Displays the available capacity (percentage of resources free) available
on the selected Switched Port Analyzer (SPAN)-based recording server
Available Capacity
platform.
Type and Number of
Additional SPAN-based
Recording Servers with
QM/CR Sessions <= 50
Select the server platform and enter the number of additional Switched
Port Analyzer (SPAN)-based recording servers that will also support up to
50 Quality Manager or Compliance Recording sessions.
Type and Number of

Port Analyzer (SPAN)-based recording servers that will also support
between 51 and 60 Quality Manager or Compliance Recording sessions.
QM/CR Sessions > 50 but <=
60
Type and Number of
between 61 and 100 Quality Manager or Compliance Recording sessions.
QM/CR Sessions > 60 but <=
100
Type and Number of
QM/CR Sessions > 100 but
<= 150
between 101 and 150 Quality Manager or Compliance Recording
sessions.

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Unified Contact Center ExpressOutput Section (continued)
Field
Description
WFM Server
Displays the required Workforce Management (WFM) server platform.

To override the recommendation, select another server from the
pull-down selection list. The server you select affects the WFM Server
Available Capacity value.
WFM Server Available

Capacity

on the selected Workforce Management (WFM) server platform.
Gateway PG Server Required Displays the minimum required IPCC Express Gateway PG server
platform. To override the recommendation, select another server from
the pull-down selection list.
GW Impact (Erlangs)
Displays the additional call load in Erlangs on the gateways in the

deployment based on the configuration.
Inbound
Table 6-42 describes the function of each field in the Inbound tab of the Unified Contact Center Express
screen (available for System Release Sizing and Compatible Components Sizing scenarios only). Use
these fields to identify the type of traffic you expect in the call center and create an entry for each type
of activity.
Enable the Traffic Mix checkbox to define on or more traffic profiles the Traffic Mix section of the Input
tab. Each traffic profile defines the Percent of Total calls that each profile represents, and then specifies
eight parameters that define the behavior of the traffic profile. A single entry represents one traffic mix
profile; to add additional traffic mix profiles click Add.
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Unified Contact Center ExpressInbound Tab
Field
Description
Input Source
Service Level Goal (SLG)
Enter the percentage of calls that must This value is determined by specific customer
Time field. This value is the average of
all calls answered immediately when
agents are available along with those
calls that are queued when no agents are
available. For example, if the target
answer time is 3 seconds and the SLG is
95%, no more than 5% of incoming calls
will wait longer than 3 seconds. A
higher SLG percentage increases the
service level goal. Default is 90%.
Range is 199%.
Target Answer Time
CCX system that you are designing. A
shorter target answer time increases the
service level goal. Default is 30 seconds.
Average Call Treatment Time Enter the average time, in seconds, that
(sec)
will be required for calls handled by the
call center. Default is 60. Range is
greater than 0.
For existing deployments, in the Unified CM

Inbound BHCA
Enter the total number of inbound calls

that are presented to the call center
during the busiest one-hour period of the
day. Default is 0. Range is greater than 0.
For existing deployments, this value can be

obtained from call detail records using the standard
ICM reporting facility by counting the number of
incoming calls that terminate at a Unified CCX
inbound component.
Percentage of Incoming calls Enter the percentage of outgoing H.323

or SIP-based calls through a Cisco
Element (IP-IP GW)
Unified Border Element (previously
know as an IP-IP Gateway). Default is
0%. Range is 0100%.

protocol and whether the outgoing calls are
configured to be placed through Cisco Unified
Border Elements or regular Gateways. If more than
one type of access is used then CDR or RTMT may
be used to estimate the percentages of BHCA
through the Cisco Unified Border Element. If all
calls are placed via Cisco Unified Border
Traffic Mix
Select this checkbox to enable the fields

in this section, which let you identify the
characteristics of different call types.

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Unified Contact Center ExpressInbound Tab (continued)
Field
Description
Input Source
Percent of Total calls

expected to be of this type. This is the
first field in each traffic mix profile,
which defines the percentage of the
Total Incoming BHCA that is
represented by this traffic mix. The sum
of all percentages for all must equal
100%.

The remaining fields in this table are

specific to the traffic mix profile being
defined. They further define the
behavior of the traffic mix. Default is
100%. Range is 0100%.
Average Talk Time (sec)
Enter the average talk time, in seconds, For existing deployments, in the Unified CM
for the traffic mix profile being defined. Configuration Manager go to Configure ICM >
Default is 180. Range is greater than 0. Calls > Call Type Bulk Edit > Retrieve and
Avg. Wrap-Up Time (sec)
Enter the average time, in seconds,

required by the agent to wrap up after
completing calls defined by this traffic
mix profile. Default is 60. Range is
greater than 0.

Avg. Call Treatment time

VRU (sec)
Enter the average time, in seconds, that

traffic mix profile when transferred to a
VRU. Default is 60. Range is greater
than 0.

Wait before Abandon

Tolerance (sec)

by this traffic mix profile. Default is

Percent calls transferred

transferred to another agent. Default is
10%. Range is 0100%.


(sec)
in seconds for calls defined by this
interviewing or observing agents handling actual
traffic mix profile. Default is 60. Range calls.
is greater than 0.
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Unified Contact Center ExpressInbound Tab (continued)
Field
Description
Input Source
Percent of calls conferenced
this traffic mix profile that will generate obtained from call details using the standard ICM
an ad hoc three-way conference with a Reporting Facility using agent statistics.
supervisor or another agent. Default is
5%. Range is 0100%.
Percent of Calls silently

monitored
obtained from call details using the standard ICM
monitored by a supervisor or another
Reporting Facility using agent statistics.
agent. Default is 0%. Range is 0100%.
Outbound
Table 6-43 describes the function of each field on the Outbound section of the Unified Contact Center
Express screen.
Table 6-43
Unified Contact Center ExpressOutbound Tab
Field
Description
Input Source
Outbound Traffic
Average Call Talk Time (sec) Enter the average talk time, for
outbound calls, in seconds. Default is
180 seconds. Range is greater than 0.

Total Number of Outbound

Calls during Busy Hour
This can be obtained from call detail records using

the standard ICM reporting facility by counting the
number of outgoing calls that originate from a
Unified CCX outbound component.
Enter the total number of outbound calls

originating from the call center during
the busiest one-hour period of the day.
Direct Preview Outbound Traffic

Average Busy Hour Call
Enter the average amount of time, in
Holding Time per Agent (sec) seconds, each agent is involved in each
direct preview outbound call during the
busiest hour of the day. Average holding
time is the sum of the agent talk time and
the agent wrap-up time. Default is 180.

Average Number of
Outbound Calls per Agent
during Busy Hour

Enter the average number of direct

preview outbound calls handled by each
agent during the busiest hour of the day.
During direct preview calls, the dialer
passes the call to the agent at the same
time the number is being dialed, so the
agent hears the ringback. Default is 0.
Range is 0 to ??????.

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Unified Contact Center ExpressOutbound Tab (continued)
Field
Description
Input Source
Campaigns
Dialing Mode
Select the outbound dialing mode from

the pull-down selection list, either
Configuration Manager go to Outbound Option >
Predictive (the dialer dynamically
Dialer > Dialing mode to determine the value.
determines the number of telephone
numbers to call for each agent and only
passes a call to an agent when a person has
been contacted) or Progressive (the dialer
calls a fixed number of telephone numbers
per agent and only passes a call to an agent
when a person has been contacted).
Default is Predictive.
Outbound IVR Ports
Enter the number of dialer ports

assigned to the selected campaign for
making outbound calls. Default is 0.
For existing deployments, in ICM Configuration

Manager go to Outbound Option > Dialer > Port
Map Selection tab.
Number of Dialer Ports

Required
Enter the total number of dialer ports

assigned to the selected campaign.
Default is 0. Range is equal to or greater
than 0.
For existing deployments, in ICM Configuration

Manager go to Outbound Option > Dialer > Port
Map Selection tab to determine the number of
dialer ports used.
Busy

expected to connect with destination
endpoints that are busy. These fields are
associated with a campaign. Default is
5%. Range is 0100%. AHT(sec): Enter
the expected average hold time (in
seconds) for this type of call in the
current campaign in the AHT column.
time. Default is 2. Range is 010.

Ring No Answer
Enter the average hold time for this type

of call in this campaign in the AHT
column. These fields are associated with
a campaign. Default is 10%. Range is
0100%. AHT(sec): Enter the expected

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Field
Description
Input Source
Invalid #

that are expected to reach an invalid
number. Default is 5%. Range is
0100%. AHT(sec): Enter the number of
seconds after which the outbound call
will be disconnected from the invalid
number. Default is 2. Range is 110.

Summary

outbound calls that are expected to go
unanswered. AHT (sec): Displays the
expected average hold time in seconds
for unanswered outbound calls.

Average Ring Time
Enter the average length of time in

seconds that the call rings before being Configuration Manager go to Configure ICM >
answered. Default is 17. Range is 1120. Calls > Call Type Bulk Edit > Retrieve and
Transferred to IVR

will be transferred to an IVR. Default is
50%. Range is 0100%. AHT (sec):
Enter the number of seconds allowed for
the IVR to handle the call (the sum of the
time). Default is 25. Range is greater
than or equal to 1.

Abandon

will be disconnected. Default is 0%.
Range is 0100%.

Summary

outbound calls that are expected to be
answered by an answering machine.
AHT (sec): Displays the expected
average hold time in seconds for
outbound calls picked up by an
answering machine. Average hold time
is the sum of the agent talk time and the
agent wrap-up time.

Average Ring Time
Enter the average length of time that the For existing deployments, obtain this value by
outbound call rings before being
answered. Default is 24. Range is equal activity.
to or greater than 1.

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Field
Description
Input Source
Transferred to IVR

answered by a person that will be
transferred to an IVR. Default is 0%.
Range is 0100%. AHT(sec): Enter the
expected average hold time in seconds.
time. Default is 25. Range is equal to or
greater than 1.

Summary

outbound calls that are answered by a
person. AHT (sec): Displays the
expected average hold time in seconds
for calls answered by a person. Average
Network Delay
Enter the number of seconds required

For existing deployments, this information can be
for the dialer to reach the destination of found in the Unified CM call detail records
the outbound call. Default is 2. Range is (CDRs).
010.
Total Percentage Traffic
Displays the total percentage of the

traffic specified in the fields above.

The Cisco Unified Communications Manager tab provides the following tabs:
Deployment Model Tab
Endpoints Tab
Traffic Mix Tab
Dial Plan Tab
Applications Tab
Media Tab
Output Tab
Deployment Model Tab

The Deployment Model tab provides guidance on how to verify numbers for an existing deployment.
This allows the tool to be populated with accurate numbers for evaluating expansion of the deployment.
Table 6-44 describes the function of each field on the Deployment Model tab.
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Unified CMDeployment Model Tab
Field
Description
Input Source
Software Release
Displays the Unified CM release to be used For existing deployments, the Unified CM
for sizing, based on the version chosen
Administration Page lists the Unified CM
when the sizing scenario was defined.
version in the About menu.
Unified CM trace level
Select this radio button to represent the

default Unified CM trace level. Choose the
Detailed setting for any Unified CM trace
level setting higher than Error. In most
cases, the trace level is set to Error. The
Detailed setting sizes the solution to
support trace settings that may be used for
advanced troubleshooting. The default is
Default.
For existing deployments, the trace level on

Unified CM is set per server, service, and
service group through the Serviceability
Web page in the trace configuration settings.
Database Complexity
Select the complexity of the database used

with this solution (Simple or Complex).
Estimate the complexity based on the
implementation, especially the complexity
of the dial plan. This setting increases the
capacity of the solution results, which may
be required for configurations with a
complex dial plan database. Enabling this
flag enables the tool to use higher cost
values for performance. It invokes a
multiplier to increase solution capacity for
dial plan constructs that may increase the
BHCA. For example, complex translation
patterns may increase the BHCA because a
single user-initiated call may generate
multiple calls. The default is Simple.
This is the user estimate regarding

complexity. Set this flag to complex to help
ensure that the solution capacity will support
higher dial plan complexity under all call
volume scenarios.
Number of Regions
Enter the number of regions used in this

solution. Regions are used for controlling
codec selection; one or more regions are
typically configured for each physical
location. The number entered here should
be the actual or final anticipated number of
regions for the entire system, even if
multiple clusters are expected. Default is 1.
Range is 1200,000.
For existing deployments, the Find and List

Regions screen in the Administration web
page provides the number of configured
Regions.
Number of Locations
Enter the total number of locations

anticipated for the entire solution.
Locations are used to control bandwidth
usage on the network and typically
correspond to the number of physical
locations. There is an upper limit to the
number of locations that may be
configured within a single cluster. Default
is 1. Range is 1100,000.

Locations screen in the Unified CM
administration web page provides the
number of locations.

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Unified CMDeployment Model Tab (continued)
Field
Description
Input Source
Number of Device Pools
Enter the number of device pools included For existing deployments, from Unified CM
in this solution. Default is 1. Range is
Administration go to System > Device Pools
1100,000.
to determine this value.
CDR
Select On or Off to determine whether Call

Detail Records on the Unified CM servers
are enabled or disabled in this solution.
The default for Unified CM is Off. The
default for this field represents the Unified
CM default.
For existing deployments, refer to the

product documentation for CDR Analysis
and Reporting to verify whether CDR is
enabled.
CMR
Select On or Off to determine whether Call

Management Records are enabled or
disabled (On or Off) in this solution. The
default is Off.
For existing deployments, refer to the

product documentation for CDR Analysis
and Reporting to verify whether CMR is
enabled.
Trace Compression
Select On or Off option based on whether

trace compression is enabled or disabled in
this solution. The default for releases prior
to 8.0 is Off. For releases 8.0 and above,
trace compression is always On and cannot
be turned Off. For existing deployments,
the Enterprise Parameters Configuration
screen in the Unified CM Administration
web page includes the configuration for
Trace Compression.
For existing deployments, the Enterprise

Parameters Configuration screen in the
Unified CM Administration web page
includes the configuration for Trace
Compression.
Endpoints Tab
The Endpoints tab provides the following sections:
Devices
Clients
Inputs
Devices
Table 6-45 describes the function of each field in the Devices section of the Endpoints tab.
Use the fields in this section to specify number of phones on the system and to specify the protocol and
if security is enabled for the phone.
For SIP phones, also specify whether en-bloc or KPML dialing is used. En-bloc dialing occurs when all
digits are collected at the phone and then sent together as a block to the Unified CM. Key Press Markup
Language (KPML) is a standards-based protocol that sends individual key presses to the Unified CM.
KPML increases the load on the Unified CM server.
Certain phone models support only en-bloc dialing, while newer models support either en-bloc or
KPML. Phones that support both en-bloc and KPML default to KPML.
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Unified CM Endpoints TabDevices Section
Field
Description
Input Source
Number of SCCP Non

Secure Phones
For Audio Only, enter the total number of

SCCP non-secure phones using audio only.
Default is 0. Range is 010,000,000. For
Audio and Video, enter the total number of
SCCP non-secure phones using audio and
video. Default is 0. Range is 010,000,000.

Phones screen in the Unified CM
Administration web page provides the number
of phones. The filter mechanism may be used
to distinguish protocol or security profile.
Number of SCCP Secure

Phones

SCCP secure phones using audio only. Default
is 0. Range is 010,000,000. For Audio and
Video, enter the total number of SCCP secure
phones using audio and video. Default is 0.
Range is 010,000,000.

phones screen in the Unified CM
Number of SIP Non Secure For Audio Only, enter the total number of SIP
Phones with en-bloc dialing non-secure phones using en-bloc dialing with
audio only. Phone models 3911, 7905G,
7912G or G A, 7940G, and 7960G, when
configured for SIP, are capable only of en-bloc
dialing and should be counted in this field. All
other phones using SIP can support either
en-bloc or KPML. KPML is the default
behavior for phones that support it. Count
every SIP non-secure phone using en-bloc
dialing in this field. Default is 0. Range is
010,000,000. For Audio and Video, enter the
total number of SIP non-secure phones using
en-bloc dialing with audio and video. Default
is 0. Range is 010,000,000.

Administration go to Device > Phone and
evaluate by searching by Device Protocol
cross-referenced with Device Pool Setup for
Security or Dialing, Manual process.
Number of SIP Secure

For Audio Only, enter the total number of SIP
Phones with en-bloc dialing secure phones using en-bloc dialing. Phone
models 3911, 7905G, 7912G or G A, 7940G,
and 7960G, when configured for SIP, are only
capable of en-bloc dialing and should be
counted in this field. All other phones using
SIP can support either en-bloc or KPML.
KPML is the default behavior for phones that
support it. Count every SIP secure phone using
en-bloc dialing in this field. Default is 0.
Range is 010,000,000. For Audio and Video,
enter the total number of SIP secure phones
using en-bloc dialing with audio and video.
Default is 0. Range is 010,000,000.


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Unified CM Endpoints TabDevices Section (continued)
Field
Description
Input Source
Number of SIP Non Secure

Phones with KPML dialing

non-secure phones using KPML dialing using
only audio. KPML is a method for transferring
Dual-Tone Multi frequency (DTMF) digits
over a network, which requires extra
processing on the Unified CM cluster. Phone
models 3911, 7905G, 7912G or G A, 7940G,
capable of en-bloc dialing and should not be
counted in this field. All other phone models
that use SIP can support either en-bloc or
KPML. KPML is the default behavior for
phones that support it. Count every SIP
non-secure phone using KPML dialing in this
field. Default is 0. Range is 010,000,000. For
SIP non-secure phones using KPML dialing
using audio and video. Default is 0. Range is
010,000,000.

Number of SIP Secure

Phones with KPML dialing

secure phones using KPML dialing with audio
only. KPML is a method for transferring
Dual-Tone Multi frequency (DTMF) digits
over a network, which requires extra
processing on the Unified CM cluster. Phone
models 3911, 7905G, 7912G or G A, 7940G,
capable of en-bloc dialing and should not be
counted in this field. All other phone models
that utilize SIP can support either en-bloc or
KPML. KPML is the default behavior for
phones that support it. Count every SIP secure
phone using KPML dialing in this field.
SIP secure phones using KPML dialing with
audio and video. Default is 0. Range is
010,000,000.

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Table 6-45
Unified CM Endpoints TabDevices Section (continued)
Field
Description
Input Source
Number of Dual Mode

Phones
Enter the total number of dual mode only

clients, such as Nokia Call Connect, Cisco
Mobile 8.x (iPhone), or Android phones.

Note that some dual-mode phones are
configured within Unified CM with a specific
dual-mode device type (such as Nokia S60)
while others may be configured as 3rd party
SIP devices and/or even as a regular Cisco
Unified IP Phone 7960. For the Nokia
dual-mode device, search on phone screen by
device type Nokia S60 for a complete list of
Nokia dual-mode devices configured on
Unified CM. But for other dual-mode devices,
conduct several searches and then count the
total number of dual-mode devices found
because a single search may not give accurate
results.
Number of Dual Mode

Phones with Mobile Clients
Enter the total number of dual mode phones

with mobile clients (also known as all-in-one
clients) such as Cisco Mobile 8.x running
co-resident with Cisco Mobile 7/Cisco Unified
Mobile Communicator or Nokia Call Connect
devices running Cisco Unified Mobile
Communicator. Default is 0. Range is
010,000,000.

Note that some dual-mode phones are
configured within Unified CM with a specific
dual-mode device type (such as DoCoMo or
Cisco Dual Mode for iPhone) while others may
be configured as 3rd party SIP devices. For the
dual-mode device, search on phone screen by
device type DoCoMo or Cisco Dual Mode for
iPhone.
Analog Phones on VG202,

VG204, VG224, VG248,
and ATAs
Enter the total number of analog phones using For existing deployments, in Unified CM
VG202, VG204, VG224, VG248, and ATAs. Administration go to Device > Phone and
evaluate by searching by Device Protocol
cross-referenced with Device Pool Setup for
Security or Dialing, Manual process.
Clients
Table 6-46 describes the function of each field in the Clients section of the Endpoints tab.

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Table 6-46
Unified CM Endpoints TabClients Section
Field
Description
Input Source
Number of IP Communicators
(SCCP)

Cisco IP Communicator instances running
the SCCP protocol using audio only.
Audio and Video, enter the total number
of Cisco IP Communicator instances
running the SCCP protocol using both
audio and video. Default is 0. Range is
010,000,000.

to distinguish phones by their type and
protocol.
Number of IP Communicators
(SIP)
Enter the total number of Cisco IP

Communicator instances running the SIP
protocol. Note that these are Audio Only.

to distinguish phones by their type and
protocol.
Number of Unified Personal

Communicators

Cisco Unified Personal Communicator
instances using audio only. Note that the
system will count as devices only those
instances that run in softphone mode and
not in deskphone control mode. Default is
0. Range is 010,000,000. For Audio and
Video, enter the total number of Cisco
Unified Personal Communicator instances
using both audio and video. Default is 0.
Range is 010,000,000.

to distinguish phones by their type.
Number of Unified Client

Services Frameworks

Cisco Unified Client Services Framework
instances using audio only. Note that the
system will count as devices only those
instances that run in softphone mode and
not in deskphone control mode. Default is
0. Range is 010,000,000. For Audio and
Video, enter the total number of Cisco
Unified Client Services Framework
instances using both audio and video.

Number of Cisco Unified

Mobile Communicator/Cisco
Mobile 7 Clients
Enter the total number of standalone or non

co-resident instances of Cisco Unified
Mobile Communicator 7.x (Windows
Mobile or Nokia) or Blackberry or iPhone
devices running Cisco Mobile 7.x. Default
is 0. Range is 010,000,000.

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Inputs
Table 6-47 describes the function of each field in the Input section of the Endpoints tab.
Table 6-47
Unified CM Endpoints TabInputs Section
Field
Description
Input Source
Total Number of Devices
Displays the total number of phones using This field is display only.
the solution, which is the total of all phones
of any protocol, security setting, audio,
audio and video, and dialing mechanism.
Total Number of Busy Hour

Users
Enter the maximum number of users who

may initiate or receive calls during the
busiest hour of the day. The default is the
value displayed in the Total Number of
Devices field. Range is greater than 0 and
less than the value displayed in the Total
Number of Devices field.
For existing deployments, this number may be

derived from the Total Number of System
Users field. Typically most, but not all, users
may be using the system at its busiest hour.
Total Number of System Users Enter the number of users supported by the
deployment. In some scenarios there may
be more users than phone devices, or there
may be more phones than users. This
number is used to estimate call volumes
and patterns. Specify the total number of
actual users of the system, which is not
necessarily the number of user accounts
configured on the system. Default is 0.
Range is greater than 0 and less than the
value displayed in the Total Number of
Devices field.
For existing deployments, this total requires

detailed knowledge of the deployment because
the actual number of users may not correspond
to any values configured in the system.
Traffic Mix Tab

The Traffic Mix tab provides the following sections:
Input
PSTN Traffic
Inter-Enterprise Traffic
Intercluster BHCA
Intracluster Traffic

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Input
Table 6-48 describes the function of each field in the Input section of the Traffic Mix tab. The Input
section determines the overall BHCA for the system. Then the PSTN BHCA, Intercluster BHCA, and
Intracluster sections define how that overall BHCA is subdivided by call flow by specifying percentages.
The significance of this information is that different call flows have various impacts to the system sizing.
Table 6-48
Unified CM Traffic Mix TabInput Section
Field
Description
Input Source
User Pattern
Select the pattern of usage related to

levels of BHCA and ACHT configured
in the next two fields. The tool will
auto-populate those fields and also
change the values listed in the defaults
column. The values provided may be
manually overridden if desired by
entering values into the BHCA and
ACHT fields. Default is Moderate
BHCA, Moderate ACHT.
This field allows selection of predetermined

values. If relying on the preset user patterns to set
BHCA and ACHT, the choice is based on rough
estimation of the deployment environment.
Average Busy Hour Call

Attempts (BHCA) per User
Excluding Scheduled
Conference Calls and Unified
CCE Agents
Enter the average number of call

busy hour. Default is 4. Range is
0.2512.
For existing deployments, if highly reliable

numbers for BHCA and ACHT are required it is
possible to collect Call Detail Records for CDR
analysis. CDR Analysis and Reporting provide
summary reports that give a basic snapshot view of
BHCA.
Total non-transit BHCA
Displays the calculated total BHCA for This field is display only.
the entire solution based on the number
of busy hour users and the average
BHCA per user entered above.
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Table 6-48
Unified CM Traffic Mix TabInput Section (continued)
Field
Description
Input Source
Average Call Holding Time

(ACHT) per User Excluding
Scheduled Conference Calls
and Unified CCE Calls (min)
Enter the Average Call Holding Time

per user excluding scheduled
conference calls and Unified CCE
calls. Default is 3.00. The range is 0.50
minutes to the maximum determined
by the Average Busy Hour Call
Attempts (BHCA) per User entered
above. It is 60 Minutes/Hour divided by
the BHCA in Calls/Hour, which gives a
result in minutes.
For existing deployments, it is possible to collect

Call Detail Records for CDR analysis. An analysis
of the CDR records would be necessary to
determine the average call duration.
Traffic Split Scenario
Select whether the traffic is mostly

For existing deployments, analysis of Call Detail
on-net (Predominately On-Net), offnet Records can provide verification of any
(Predominately Off-Net), or balanced assumptions.
between the two (Balanced On-Net
Off-Net). This specifies an
approximation of the ratio of calls that
stay entirely within the system being
sized compared to the number of calls
that originate or terminate from an
external system (an example of an
external system is the PSTN). This is
used to adjust call traffic calculations.
Predominantly means about 80% or
more. Default is Balanced On-Net
Off-Net.
PSTN Traffic
Table 6-49 describes the function of each field in the PSTN Traffic section of the Traffic Mix tab.
Table 6-49
Unified CM Traffic Mix TabPSTN BHCA Section
Field
Description
Input Source
BHCA Incoming from PSTN
Enter the estimated percentage of the

total non transit BHCA calls
originating on the PSTN and entering
the system. Default is 25%. Range is
0100%.

obtained from Call Detail Records (calling and
called).
BHCA Outgoing to PSTN
Enter the estimated percentage of the

Total Non Transit BHCA calls
obtained from Call Detail Records (calling and
originating on the system and destined called).
for the PSTN. Default is 25%. Range is
0100%.

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Table 6-49
Unified CM Traffic Mix TabPSTN BHCA Section (continued)
Field
Description
Input Source
Total PSTN BHCA
Displays the total BHCA of calls to and This field is display only.
from the PSTN calculated as the sum of
the above two fields (percentages) This
percentage is applied on the Total Non
Transit BHCA from the Input section of
this page.
Percentage of Total PSTN

BHCA through H323 Trunks
(GK Controlled)
Enter the estimated percentage of total

PSTN BHCA coming through H323
GK controlled gateways. Default is 0%.
Range is 0100%.

protocol and allows the number of each type of
gateway to be expressed as a percentage of the
BHCA. If more than one type of gateway is used
then CDR or RTMT may be used to estimate the
percentages of BHCA that each type of gateway
represents. If all gateways are of a single gateway
type, enter 100%.

BHCA through H323 Trunks
(Non-GK Controlled)
Enter the percentage of the Total PSTN

BHCA calls to and from the PSTN that
are connected through H.323 gateways
controlled by an H.323 gatekeeper.
Default is 0%. Range is 0100%. The
arbitrary default for the four gateway
types is 100% MGCP. Because MGCP
has the least impact and H.323 the
highest impact, specifying H.323 will
cause the system to be sized with
greater capacity than using the default.

type, enter 100%.

BHCA through MGCP Trunks

BHCA calls that use MGCP gateways.
Default is 100%. Range is 0100%. The
arbitrary default for the four gateway
types is 100% MGCP. MGCP has the
least impact and H.323 the highest
impact. Because MGCP has the least
impact and H.323 the highest impact,
specifying H.323 will cause the system
to be sized with greater capacity than
using the default.

type, enter 100%.

BHCA coming through SIP
Gateways

BHCA that use SIP gateways or SIP
trunks to other types of SIP devices.
Unified CM does not distinguish
between SIP gateways and SIP Trunks.
Enter the total number of SIP trunks
configured on the Unified CM. Default
is 0%. Range is 0100%.

BHCA. If more than one type of gateway is used,
type, enter 100%.
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Table 6-49
Unified CM Traffic Mix TabPSTN BHCA Section (continued)
Field
Description
Input Source
Percentage of PSTN H.323 and

SIP Trunks BHCA through
Unified Border Element (IP-IP
GW)
Enter the percentage of the total PSTN

BHCA that use Cisco Unified Border
Element (IP-IP GW) when either or
both H.323 and SIP trunks are
configured on the Unified CM. Default

protocol and whether the call traffic is configured
to be placed through the Cisco Unified Border
Element or regular PSTN gateways. If more than
one type of access is used then CDR or RTMT may
be used to estimate the percentages of BHCA
through each type of PSTN access methods. If all
call traffic is through Cisco Unified Border
Note
The total values entered in the Percentage of PSTN BHCA for H.323 (with and without GK control), SIP, and MGCP
fields must total 100%. The value in the Percentage of traffic through Cisco Unified Border Element is expressed as
a percentage of the total PSTN BHCA.
Inter-Enterprise Traffic
Table 6-51 describes the function of each field in the Inter-Enterprise Traffic section of the Traffic Mix
tab.
Table 6-50
Unified CM Traffic Mix TabInter-Enterprise Traffic Section
Field
Description
Input Source
BHCA Incoming from Other

Enterprises
Enter the percentage of the total

non-transit BHCA for calls incoming
from other enterprises. Default is 0%.
Range is 0100%.

obtained from the call detail record (calling and
called).
BHCA Outgoing to Other

Enterprises

non-transit BHCA for calls outgoing to
other enterprises. Default is 0%. Range
is 0100%.

called).
Percentage of Inter-Enterprise
Active Calls that need to be
Transferred to PSTN due to
Poor Quality
Enter the percentage of active VoIP calls For existing deployments, this value can be
between enterprises that should be
transferred to TDM circuits in the PSTN called).
due to poor voice quality. Default is 0%.
Range is 0100%.
Intercluster BHCA
For smaller deployments only a single cluster may be necessary or multiple clusters may be necessary
with larger deployments. In other cases the number of individual separate clusters may be dictated by
other design considerations such as a geographical scope or because clusters are being created for
distinct functions or administrative domains. For planning new deployments it is suggested to leave this
section uncompleted until all other sections are complete. Then if the results tab indicate that multiple
clusters are required revisit this section to evaluate the inter cluster BHCA and refine the results.
Table 6-51 describes the function of each field in the intercluster BHCA section of the Traffic Mix tab.

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Table 6-51
Unified CM Traffic Mix TabIntercluster Traffic Section
Field
Description
Input Source
Percentage of Busy Hour Call Enter the percentage of the total

Attempts incoming from other non-transit BHCA for calls incoming
clusters
from other clusters via intercluster
trunks. Do not include calls between
Unified CM clusters that are through
gateways. Range is 0100%.

called).
Percentage of Busy Hour Call

Attempts outgoing to other
clusters

non-transit busy hour call attempts
(BHCA) for calls outgoing to other
clusters via intercluster trunks. Do not
include calls between Unified CM
clusters that are through gateways.
Range is 0100%.

called).
Total ICT BHCA
Displays the total busy hour call

attempts (BHCA) of calls over
intercluster trunks calculated as the sum
of the above two fields (percentages).
The resulting percentage is applied on
the Total Non Transit BHCA from the
Input section of this page.
Percentage of total ICT BHCA Enter the percentage of the total

coming through H225 GK
intercluster busy hour call attempts
controlled ICT Trunks
(BHCA) between clusters that pass
through H.225 gatekeeper controlled
intercluster trunks. Default is 0%. Range
is 0100%.
If more than one intercluster trunk type is used,

the traffic mix can be determined using the call
detail records (CDR) or Unified CM RTMT to
estimate the percentages of BHCA that each type
of gateway represents.
Percentage of total ICT BHCA Enter the percentage of the Total ICT
coming through GK-controlled BHCA between clusters through
ICT Trunks
intercluster trunks controlled by an
H.323 gatekeeper. Default is 0%. Range
is 0100%.
If more than one intercluster trunk type is used,

the traffic mix can be determined using the call
detail records (CDR) or Unified CM RTMT to
In most deployments, a single type of

ICT is used, so you will enter 100% for
the type used, and set the other three
fields to 0%. If more than one type of
ICT is used, set the percentages to reflect
the traffic pattern.
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Table 6-51
Unified CM Traffic Mix TabIntercluster Traffic Section (continued)
Field
Description
Input Source
Percentage of total ICT BHCA

coming through
non-GK-controlled ICT
Trunks
Enter the percentage of the Total ICT

BHCA between clusters through
intercluster trunks that are not controlled
by an H.323 gatekeeper. Default is 0%.
Range is 0100%.
If more than one ICT type is used, the traffic mix

can be determined using the CDR or RTMT to

Percentage of total ICT BHCA Enter the percentage of the Total ICT
coming through SIP Trunks
BHCA between clusters through SIP
intercluster trunks. Default is 0%. Range
is 0100%.
If more than one ICT type is used then the traffic

mix can be determined using the CDR or RTMT
to estimate the percentages of BHCA that each
type of gateway represents.

Percentage of Intercluster
H.323 and SIP Trunks BHCA
Element (IP-IP GW)
Note
Enter the percentage of the total BHCA

between clusters over H.323 and SIP
trunks through Cisco Unified Border
Element (IP-IP GW). Default is 0%.
Range is 0100%.
If any of the Intercluster call traffic is configured

to go through the Cisco Unified Border Element,
then the percentage of ICT traffic through the
Cisco Unified Border Element may be determined
by using CDR or RTMT. If all Intercluster traffic
goes through Cisco Unified Border Elements,
then enter 100%.
The total values entered in the Percentage of total ICT BHCA through H.225, ICT (with or without GK control), and
SIP trunk fields must total 100%. The value in the Percentage of traffic through Cisco Unified Border Element is
expressed as a percentage of all ICT BHCA.
Intracluster Traffic
Table 6-52 describes the function of each field in the Intracluster Traffic section of the Traffic Mix tab.
Table 6-52
Unified CM Traffic Mix TabIntracluster BHCA Section
Field
Description
Input Source
Percentage of Intracluster
BHCA

This value is equal to total BHCA minus
non-transit BHCA that remains within the Intercluster and PSTN.
cluster (to and from phones). Default is
50%. Range is 0100%.
Total Intracluster BHCA
Displays the total Intracluster BHCA

calculated based on the percentage entered
in the field above.

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Table 6-52
Unified CM Traffic Mix TabIntracluster BHCA Section (continued)
Field
Description
Input Source
Percentage of Intracluster
BHCA IP to IP
Enter the percentage of total Intracluster

BHCA traffic that is from an IP phone to
an IP phone. Default is 100%. Range is
0100%. This field is normally set to
100%. The percentage in this field, plus
the field below, must add up to 100%.
Under special circumstances where this is less

than 100%, CDR analysis can be used or the
system designer may determine the value.
Percentage of Total Intracluster Enter the percentage of total Intracluster

BHCA IP to PSTN to IP
BHCA traffic that is routed over the PSTN
(VoPSTN)
between two IP phones that are on the
same cluster.
For existing deployments, this can obtained

from the call detail record (a non-trivial effort,
based on Device Name/Type value). Normally
set to 0%. Under special circumstances where
this is higher than 0% CDR analysis can be used
Typically, this call flow occurs only during
or the system designer may determine the value.
failure scenarios. However, some systems
are designed to route calls between IP
phones on the same cluster over the PSTN.
This parameter allows these scenarios to
be represented.
Default is 0%. Range is 0100%. This
field is normally set to 0%. The percentage
in this field, plus the field above, must add
up to 100%.
Dial Plan Tab

The Dial Plan tab provides the following sections:
General
Softphone and Deskphone Control Modes
Partitions
Hunt Pilot
Routes
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General
Table 6-53 describes the function of each field in the general section of the Dial Plan tab.
Table 6-53
Unified CM Dial Plan TabGeneral Section
Field
Description
Input Source
Total Number of DNs
Enter the total number of directory

numbers. Default is the total phones.
Range is the total number of phones to 254
times the total number of phones.
For existing deployments, from Unified CM

Administration go to Call Routing >
Directory Number and click Find without
applying any filters. The system displays a list
of directory numbers with the total shown at
the top. For a new system, the total amount of
directory numbers can be estimated by
multiplying the number of expected users by
the average number of DNs each user will be
assigned.
Number of DNs Shared Across Enter the total number of directory

Additional End Points
numbers that are shared across multiple
endpoints. Default is 0. Range is 0 to the
total number of DNs.

determined using the Cisco Unified Reporting
Tool. This tool can be accessed by using the
Navigation drop-down menu in Unified CM
interface. From the Cisco Unified Reporting
screen, click Unified CM Shared Lines to
display a list of shared lines. For a new system,
this number can be estimated based on
expected business functions of each user.
Average Number of Additional Enter the average number of additional

End Points sharing DNs
endpoints sharing directory numbers.

determined using the Cisco Unified Reporting
Tool. This tool can be accessed by using the
Navigation drop-down menu in Unified CM
interface. From the Cisco Unified Reporting
screen, click Unified CM Shared Lines to
display a list of shared lines with the number of
endpoints sharing the line. For a new system,
this number can be estimated based on
expected business functions of each user.
Softphone and Deskphone Control Modes

Cisco Unified Personal Communicator and Cisco Unified Client Services Framework clients can operate
either as standalone in a softphone mode or as a desktop application with which the user can control their
deskphones. When used in the deskphone control mode, these applications use CTI services in the
Unified CM and must be counted in the CTI device count. In addition, Cisco Unified Mobile
Communicator clients also use CTI services when enabled in deskphone call log integration mode.

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Partitions
Table 6-54 describes the function of each field in the Partitions section of the Dial Plan tab.
Table 6-54
Unified CM Dial Plan TabPartitions Section
Field
Description
Input Source
Number of Partitions
Enter the number of partitions. Default is For existing deployments, from Unified CM
1. Range is 1400,000.
Administration go to Call Routing > Class of
Control > Partition to determine the value.
Number of Calling Search

Spaces
Enter the number of calling search

spaces. Default is 1. Range is 1400,000. Administration go to Call Routing > Class of
Control > Calling Search Space to determine
the value.
Number of Translation Patterns Enter the number of translation patterns. For existing deployments, from Unified CM
Translation patterns are an advanced dial Administration go to Call Routing >
plan construct. Default is 1. Range is
Translation Pattern to determine the value.
11,000,000.

Table 6-54 describes the function of each field in the SAF/CCD section of the Dial Plan tab.
Table 6-55
Unified CM Dial Plan TabSAF/CCD Section
Field
Description
Input Source
Number of Advertised DN
Patterns
Enter the number of hosted directory

number patterns advertised to other call
control entities on a Service
Advertisement Framework (SAF)
network. Default is 0. Range is
01,000,000.

Administration go to Call Routing > Call
Control Discovery > Hosted DN Pattern to
Number of Learned DN
Patterns
Enter the number of directory number

patterns learned from remote call control
entities on a Service Advertisement
Framework (SAF) network. Default is 0.
Range is 01,000,000.

Administration go to Call Routing > Call
Control Discovery > Requesting Service to
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Hunt Pilot
Table 6-56 describes the function of each field in the Hunt Pilot section of the Dial Plan tab.
Table 6-56
Unified CM Dial Plan TabHunt Pilot Section
Field
Description
Input Source
Number of Hunt Pilots
Enter the number of hunt pilots. Default For existing deployments, from Unified CM
is 0. Range is 1100,000.
Route/Hunt > Hunt Pilot > Find to determine
the value.
Number of Hunt Lists
Enter the number of lists configured for For existing deployments, from Unified CM
hunt groups. Default is 0. Range is
1200,000.
Route/Hunt > Hunt List > Find to determine the
value.
Number of Circular /
Sequential Line Groups
Enter the number of circular/sequential

line groups. Default is 0. Range is
0200,000.

Route/Hunt > Line Group > Find to determine
the value.
Average Number of Members

in a Line Group
Enter the average number of phones

assigned to a single line group. Default
is 0. Range is 0100.

the value.
Total Number of Broadcast

Line Groups
Enter the total number of broadcast line For existing deployments, from Unified CM
groups. Default is 0. Range is 010,000 Administration go to Call Routing >
the value.
Average Number of Members

in a Line Group
Enter the average number of members in For existing deployments, from Unified CM
a broadcast line group. Default is 0.
Range is 015.
the value.

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Routes
Table 6-57 describes the function of each field in the Routes section of the Dial Plan tab.
Table 6-57
Unified CM Dial Plan TabRoutes Section
Field
Description
Input Source
Number of Route Patterns
Enter the number of routing patterns.


Route/Hunt > Route Pattern to determine the
value.
Number of Route Lists
Enter the number of route lists. Default is For existing deployments, from Unified CM
2. Range is 0200,000.
Route/Hunt > Route List to determine the
value.
Number of Route Groups
Enter the number of route groups.

Default is 2. Range is 0200,000.

Route/Hunt > Route Group to determine the
value.
Applications Tab
The Applications tab provides the following sections:
Extension Mobility
Cisco Unified Mobility
Unified CM Assistant
BLF Presence
Web Dialer Application
Cisco Unified Department / Business / Enterprise Attendant Console
3rd Party CTI Integration
BLF Presence
Clients
Unified Contact Center Agents
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Extension Mobility
Table 6-58 describes the function of each field in the Extension Mobility section of the Applications tab.
For some fields in this section, the upper range is determined by the value of the Total Number of Busy
Hour Users field (see the Endpoints Tab section on page 6-71).
Table 6-58
Unified CM Applications TabExtension Mobility Section
Field
Description
Input Source
Number of Extension Mobility

Users Using the Extension
Mobility Cross Cluster Feature
Enter the number of users employing the

Extension Mobility Cross Cluster
(EMCC) feature. This feature allows an
enterprise user of one Cisco Unified
Communications Manager cluster (home
cluster) to log in to a Cisco Unified IP
Phone of another Cisco Unified
Communications Manager cluster
(visiting cluster) during travel as if the
user is using the IP phone at the home
office. Default is 0. Range is 0 to the
value entered into the Number of Busy
Hour Users field on the Endpoint tab of
the Unified Communications Manager
component.
Total Number of Extension

Mobility Users
Enter the number of users enabled for

Extension Mobility. Default is 0. Range
is 0 to the value entered into the Total
Number of System Users field on the
Endpoint tab of the Unified
Communications Manager component.
For existing deployments, determine the total

number of Device Profiles configured from the
Unified CM Administration Device > Device
Settings > Device Profile page for each Unified
CM in the solution.
Max Logins per minute required Enter the maximum number of Extension
Mobility logins per minute expected
during the busiest hour of Extension
Mobility usage. This value is compared
with Extension Mobility login capacity
numbers for the type of server selected.
Default is 0. Range is 0 to the value
entered the Number of System Users
field on the Endpoint tab of the Unified
For existing deployments, use the Extension

Mobility-related counters of the Real Time
Monitoring Tool (RTMT) during the peak hours
to extract trend information.
Max Logins per Minute

Enter the maximum number of Extension
Required for Extension Mobility Mobility logins per minute expected
Cross Cluster Users
during the busiest hour of Extension
Mobility usage for cross cluster users.
Default is 0. Range is 0 to the value
entered for the Number of Cross Cluster
Users field on the Endpoint tab of the
component.

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Cisco Unified Mobility

Table 6-59 describes the function of each field in the Cisco Unified Mobility section of the Applications
tab.
For some fields in this section, the upper range is determined by the value of the Total Number of System
Users field (see the Endpoints Tab section on page 6-71).
Table 6-59
Unified CM Applications TabCisco Unified Mobility Section
Field
Description
Input Source
Total Number
of Mobility
Users
Enter the number of users expected to use Cisco

Unified Mobility. Default is 0, because of the
system and PSTN gateway utilization implications
when enabling users to take advantage of Cisco
Unified Mobility features. Users should be
enabled only for Cisco Unified Mobility if they
need to use features such as Mobile Connect,
Mobile Voice Access, Enterprise Feature Access
2-Stage Dialing, and Single Enterprise Voicemail
Box. Range is 0 to the value entered in the Total
Number of System Users field on the Endpoint tab
of Cisco Unified Communications Manager
section.
For new deployments, the value entered in this field

should correspond to the expected number of users that
will be using Cisco Unified Mobility features.
Keep in mind the following high-level guidelines

with regard to user capacities:
With Cisco Unified CM versions 6.x and later,

the maximum number of mobility users
supported per cluster is 15,000 (with
MCS-7845 servers). Note that support of a
maximum 15,000 users per cluster is based on
a single Remote Destination or Mobility
Identity per user. If more than one Remote
Destination or Mobility Identity per user is
configured, the number of mobility users
decreases.
With Cisco Unified CM versions 5.x and

earlier, one or more Cisco Unified
MobilityManager application servers are
required and the maximum number of
mobility users supported per cluster is 4,500
(with MCS-7845 servers). To achieve the
maximum number of users per cluster, three
Cisco Unified MobilityManager application
servers are required. Note that with Cisco
Unified Communications Manager 5.x and
earlier, the type of servers deployed within the
cluster may limit the maximum number of
mobility users supported because of CTI
capacity limitations.
For existing deployments, the value entered in this field

can be determined by finding the total number of
Remote Destination Profiles plus dual-mode devices
(Cisco Dual Mode for iPhone, Nokia Call Connect, etc.)
and Cisco Unified Mobile Communicator/Cisco Mobile 7
devices. configured on the system using the Find and
List Remote Destination Profiles and Find and List Phones
under Cisco Unified Communications Manager
Administration. For version 7.0 and later, these pages
can be found from Cisco Unified CM Administration by
going to Device > Device Settings> Remote
Destination Profiles and Device > Phone.
For deployments of Cisco Unified Communications
Manager 5.x and earlier, determining the total number
of mobility users must be done on the Cisco Unified
MobilityManager application server. This can be done
on the Find and List Cisco Mobile Connect Users page.
For Cisco Unified MobilityManager version 1.2, this
page can be found from Cisco Unified
MobilityManager Administration by going to User >
User Information.
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Table 6-59
Unified CM Applications TabCisco Unified Mobility Section (continued)
Field
Description
Input Source
Average
Number of
Remote
Destinations or
Mobility
Identities per
User
Enter the average number of remote destinations

and/or mobility identities each user will have.
Default for this field is 1, because large numbers
of remote destinations or mobility identities per user
result in a significant increase in PSTN gateway
utilization. Range is 14 for Cisco Unified
Communications Manager versions 5.x and
earlier, or 110 for Cisco Unified
Communications Manager versions 6.x and later.

should correspond to the average number of Remote
Destinations/Mobility Identities or off-system phones
Cisco Unified Mobility users will have. A remote
destination or mobility identity is typically a mobile
phone, but additional off-system phones such as a home
phone can be defined.
can be determined by finding the number of Remote
Destinations and Mobility Identities configured on the
system using the Find and List Remote Destinations
page under Cisco Unified CM Administration and
dividing by the total number of Remote Destination
Profiles, dual-mode devices, and Cisco Unified Mobile
Communicator devices configured on the system. For
example, if there are 200 Remote Destination Profiles,
150 Cisco Unified Mobile Communicator devices, and 50
dual-mode devices configured on the system and 600
Remote Destinations and 200 Mobility Identities on the
system, you divide 800 Remote Destination/Mobility
Identities by 400 Remote Destination Profiles/Cisco
Unified Mobile Communicators/dual-mode phones and
determine that you have an average of 2 Remote
Destinations or Mobility Identities per user
([600+200]/[200+150+50]= 2).
Note: For Cisco Unified Communications Manager
versions 5.x and earlier where a Cisco Unified
MobilityManager application server is required,
determining the number of remote destinations
configured on the MobilityManager applications server
is a manual process. The Cisco Mobile Connect User
Group Configuration page for each user must be viewed
and the number of Associated Remote Destinations for
all users must be tallied.
Average BHCA
for Two Stage
Dialing
(Mobile Voice
Access,
Enterprise
Feature
Access)
Enter the average BHCA for mobile voice access

and enterprise feature access two-stage dialing per
user. Default is 0. Range is 0 to the average busy
hour call attempts (BHCA) per user excluding
scheduled conference calls and Unified CCE
agents.
If highly reliable numbers for two-stage dialing BHCA

are required it is possible to collect Call Detail Records
for CDR analysis. An analysis of the CDR records
would be necessary to determine this average BHCA.

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Unified CM Assistant
Table 6-60 describes the function of each field in the Unified CM Assistant section of the Applications
tab.
Table 6-60
Unified CM Applications TabUnified CM Assistant Section
Field
Description
Input Source
Number of Unified CM
Assistants
Enter the total number of Assistants handling

Manager calls that will be included in the solution.
Default is 0. Range is 0 to 50% of the Total Number
of System Users configured on the Endpoint tab of
the Unified Communications Manager component.
For existing deployments, the number

of configured assistants for a specific
cluster can be verified in the Unified
CM Administration pages by going to
Bulk Administration >
Managers/Assistants > Generate
Assistant Reports.
Average Number of Lines or

Enter the average number of lines or DNs required For existing deployments,
DNs per Unified CM Assistant on the Unified CM Assistant. Default is 3. Range is determining this value requires
0254.
accessing every Unified CM Assistant
phone in the system, recording the
number of DNs configured on the
phone, and then taking an average
across all the Unified CM Assistant
phones. From Unified CM
Administration go to Device > Phone
and locate each phone that is operated
by a Unified CM Assistant.
Number of Unified CM
Managers
Enter the total number of Managers that will be

included in the solution. Default is 0. Range is 0 to
50% of the Total Number of System Users
configured on the Endpoint tab of the Unified
For existing deployments, the number

of configured managers for a specific
cluster can be verified in the Unified
CM Administration pages by going to
Bulk Administration >
Managers/Assistants > Generate
Manager Reports.

Enter the average number of lines or DNs required For existing deployments,
DNs per Unified CM Manager on the Unified CM Manager. Default is 2. Range is determining this value requires
0254.
accessing every Unified CM Manager
phone in the system, recording the
number of DNs configured on the
phone, and then taking an average
across all the Unified CM Manager
phones. From Unified CM
Administration go to Device > Phone
and locate each phone that is operated
by a Unified CM Manager.
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Table 6-60
Unified CM Applications TabUnified CM Assistant Section (continued)
Incoming BHCA per Unified

CM Manager
Enter the average number of incoming call attempts

in the busiest hour for a Unified CM Manager.
Incoming call attempts for the Unified CM
Managers will be handled by the Unified CM
Assistants. Default is 4. Range is 0.2512.
For existing deployments, the Call

Detail Records (CDRs) of the call
processing agent may be used to
analyze calls to Unified CM Manager
directory numbers.
Number of Lines or DNs on

Enter the total of DNs required on the Unified CM
Unified CM Manager Assistant Assistant CTI route point. With multiple clusters,
CTI Route Point
enter the average number of DNs on each cluster
Unified CM Assistant CTI Route Point. The CTI
Route Point DNs are required to uniquely match all
the Unified CM Manager DNs and redirect them to
the Unified CM Assistant service. CTI Route Point
DNs may contain wildcards to match contiguous
Unified CM Manager DNs. Default is 0. Range is 0
to 15% of the value entered into the Total Number
of System Users field on the Endpoints tab of the
Unified Communications Manager component. The
number of DNs required to uniquely match Unified
CM Manager DNs and redirect them to the Unified
CM Assistant service should not approach the
maximum value.
For existing deployments, for each

Unified CM cluster, from Unified CM
Administration go to System >
Service Parameters. Select a server
running the Cisco IP Manager
Assistant service, then select the
Cisco IP Manager Assistant service.
Make note of the associated CTI
Route Point, and then go to Device >
CTI Route Point and determine the
number of lines configured on the
IPMA associated CTI Route Point.
For more information about the operation of the Unified CM Assistant service, see the Unified
Communications Solution Reference Network Design (SRND) guides at the following URL:
http://www.cisco.com/en/US/netsol/ns818/networking_solutions_program_home.html.
Web Dialer Application

Table 6-61 describes the function of each field in the Web Dialer section of the Applications tab. For
some fields in this section, the upper range is determined by the value of the Number of Busy Hour Users
field (see the Endpoints Tab section on page 6-71).

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Table 6-61
Unified CM Applications TabWeb Dialer Application Section
Field
Description
Input Source
Total Number of Web Dialer Users
Enter the total number of Busy Hour

Users that will have the ability to initiate
Web Dialer calls. This is typically a
function of the availability of
applications to users that make use of the
Web Dialer feature. Default is 0. Range
is 0 to the value entered into the Total
Number of System Users field on the
Endpoints tab of the Unified
For both new and existing deployments,

any user capable of logging into User
pages that has an associated phone is
capable of making Web Dialer calls.
This is typically a function of the
availability of applications to users that
make use of the Web Dialer feature.
Average Number of Placed Calls per

User During Busy Hour Using Web
Dialer
Enter the average number of Web Dialer

initiated calls per Web Dialer User
during the busy hour. Default is 1. Range
is 0.2512.

be estimated using the Web
Dialer-related counters of the Real Time
Monitoring Tool (RTMT) during the
peak hours to extract trend information
for total calls made. It does not provide
per user statistics, but rather total
numbers that can be analyzed.
Attendant Console
Table 6-62 describes the function of each field in the Attendant Console section of the Applications tab.
Table 6-62
Unified CM Applications TabAttendant Console Section
Field
Description
Input Source
Number of Attendants
Enter the total number of attendants

using Attendant Console. Default is 0.
Range is 0 to the value entered in the
Total Number of System Users field on
the Endpoints tab of the Unified
For existing deployments, the number of

attendants can be verified for each
Unified CM cluster. From Unified CM
Administration go to Applications >
Cisco Unified CM Attendant Console
> Attendant Console Users.
Number of Pilot Points
Enter the total number of Attendant

Console pilot points configured in the
solution. An AC pilot point is required
for each unique DN that must have a
unique group of hunt members. Default
is 0. Range is 0 to the value entered in
the Total Number of System Users field
on the Endpoints tab of the Unified

Attendant Console Pilot Points can be
verified for each Unified CM cluster.
From Unified CM Administration go to
Application > Cisco Unified CM
Attendant Console > Pilot Point.
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Table 6-62
Unified CM Applications TabAttendant Console Section (continued)
Average Number of Pilot Point Members Enter the average number of hunt group
members that will be associated with AC
pilot points. Default is 0. Range is
11249, as the maximum possible for a
single 7845 server would be 1 pilot point
with 1249 members (1250 devices total).
There is rarely a need for this many
members.
For existing deployments, to estimate

this number for each Unified CM
cluster, from Unified CM
Administration go to Application >
Cisco Unified CM Attendant Console
> Pilot Point, view each Pilot Point and
record the number of hunt group
members configured. Take an average of
all Pilot Points.
Average Number of BHCA per Attendant Enter the average number of call
attempts in the busiest hour for
Attendant Console Users. Default is 4.
Range is 130.

be obtained from the Call Detail Records
(non-trivial, tracked using Device
Type/Name).
Average number of Lines or DNs per

Attendant phone
Enter the average number of lines or

directory numbers (DNs) assigned to
each attendant console phone. Default is
1. Range is 130.
For more information on the operation of the Unified CM AC service, see the Unified Communications
Solution Reference Network Design (SRND) guides at the following URL:
http://www.cisco.com/go/ucsrnd.
Cisco Unified Department / Business / Enterprise Attendant Console

Table 6-61 describes the function of each field in the Cisco Unified Department / Business / Enterprise
Attendant Console Section of the Applications tab. For some fields in this section, the upper range is
determined by the value of the Number of Busy Hour Users field (see the Endpoints Tab section on
page 6-71).
Table 6-63
Unified CM Applications TabCisco Unified Department / Business / Enterprise Attendant Console

Section
Field
Description
Input Source
Number of Attendants
Enter the total number of attendants

using the Attendant Console application.
Default is 0. Range is 0 to the total
number of users.

attendants can be verified for each
Unified Attendant Console server in the
system. From Attendant Admin go to
User Configuration > Operator
Management.

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Table 6-63

Section (continued)
Average Number of Lines or DNs per

Attendant Phone
Enter the average number of lines or

DNs on Attendant Console operator's
phones. Default is 1. Range is 130.
Number of Direct Dial In (DDI)

Gateways
Enter the total number of Direct Dial In For existing deployments, the number of
(DDI) Gateways. Default is 0. Range is Direct Dial In Queues can be verified on
0 to the total number of users.
each Unified Attendant Console server
in the system. From Attendant Admin go
to User Configuration > Queue
Management to see the number of
queues with configured DDI numbers.
Number of Computer Telephony (CT)

Gateways
Enter the total number of Computer

Telephony (CT) Gateways. Default is 0. CT Gateways can be verified on each
Range is 0 to the total number of users. Unified Attendant Console server in the
System Configuration > System
Device Management and count the
number of contiguous numbers
configured for CT Gateway Devices.
Average Number of Service Queues per Enter the average number of service
Attendant
queues per attendant. Default is 1.
Range is 030.
For existing deployments, determining

this value requires accessing each
Attendant phone in the system,
recording the number of DNs configured
on the phone, and then taking an average
across all the Attendant phones. From
Unified CM Administration go to
Device > Phone and locate each phone
that is operated by an Attendant.

Service Queues can be verified on each
configured for Service Devices.
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Table 6-63

Section (continued)
Total Number of CT Gateway (CTI

Ports)
Enter the total number of call park

queues. Default is 0. Range is 0 to 0.2
times the total number of users.

Call Park Queues can be verified on each
configured for Park Devices.
Total Number of Service and Call Park

Queues (CTI Ports)

attempts in the busiest hour for
Attendant Console Users. Default is 0 if
Total Number of Attendant Console
Servers Deployed is 0, or 1 if Total
Number of Attendant Console Servers
Deployed is greater than 0. Range is
0255 * "Total Number of Attendant
Console Servers Deployed" - "Total
Number of DDI Gateway (CTI Route
Points).

be obtained from Call Detail Records
(non-trivial, tracked using Device
Type/Name).
3rd Party CTI Integration

Table 6-64 describes the function of each field in the 3rd party CTI Integration section of the Applications tab.
Table 6-64
Unified CM Applications Tab3rd Party CTI Integration
Field
Description
Input Source
Number of CTI Route Points
Enter the total number of CTI route points for For existing deployments, from Unified
this solution. Default is 0. Range is
CM Administration go to Device > CTI
010,000,000.
Route Point to view the total number of
configured CTI route points.

DNs per CTI Route Point
Enter the average number of lines or DNs per For existing deployments, from Unified
CTI route point. Default is 1. Range is 0254. CM Administration go to Device > CTI
Route Point and view a representative
sample of CTI route points to determine the
average number of lines or DNs
configured.
Average BHCA per CTI Route Enter the average BHCA per CTI route point.
Point
Number of CTI Ports

obtained from Unified CM call detail
records (CDRs), both calling and called
records.
Enter the total number of CTI ports. Default is For existing deployments, from Unified
0. Range is 010,000,000.
CM Administration go to Device > Phone
to view the total number of CTI ports
configured.

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Table 6-64
Unified CM Applications Tab3rd Party CTI Integration (continued)
Field
Description
Input Source

DNs per CTI Port
Enter the average number of lines or DNs per

CTI port. Default is 1. Range is 0254.
For existing deployments, from Unified

to view a representative sample of phones
to determine the average number of lines or
DNs configured for each CTI port.
Average BHCA per CTI Port
Enter the average BHCA per CTI Port. Default For existing deployments, this value can be
is 8. Range is 11,000.
obtained from Unified CM call detail
records (CDRs), both calling and called
records.
Number of CTI Controlled End Enter the total number of CTI controlled
Points
endpoints. Default is 0. Range is
010,000,000.
Average Number Lines or DNs

per 3rd party CTI Controlled
End Point
For existing deployments, from Unified

CM Administration go to User
Management > Application User to view
the total number of endpoints controlled by
CTI.
Enter the average number lines or DNS per 3rd For existing deployments, from Unified
party CTI controlled endpoint. Default is 1.
Range is 0254.
to view a representative sample of phones
to determine the average number of lines or
DNs configured for each CTI controlled
endpoint.
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Example 6-1
How to specify BHCA through 3rd party CTI inputs
A 3rd party application handles calls with a BHCA of 1000. The calls that arrive at the CTI Route Point
are redirected to a CTI Port for prompting (one of the 10 CTI ports total in this example). The calls are
then transferred to a phone which has one CTI controlled line (one of the 100 phones CTI controlled in
this example). In this scenario, enter the following values in the 3rd Party CTI Integration section:
Number of CTI Route Points: 1
Average Number of Lines or DNs per CTI Route Point: 1
Average BHCA per CTI Route Point: 1
Number of CTI Ports: 10
Average Number of Lines or DNs per CTI Port: 1
Average BHCA per CTI Port: 100 (1000 BHCA over 10 ports).
Number of CTI Controlled End Points: 100
Average Number of Lines or DNs per 3rd party CTI Controlled End Point: 1
Note
The 100 CTI controlled phones also need to be accounted for in the Endpoints tab.
BLF Presence
Table 6-65 describes the function of each field in the BLF Presence section of the Applications tab.
Table 6-65
Unified CM Applications TabBLF Presence Section
Field
Description
Input Source
Total Number of DNs Being

Monitored
Enter the total number of DNs being monitored For existing deployments, query the BLF
using the Busy Lamp Field feature. Default is Speeddial configuration in the Device
0. Range is 0 to the total number of BLF speed information pages.
dial entries configured across the device
information pages.
Average number of Phones

monitoring a DN
Enter the average number of phones that are

For existing deployments, query the BLF
monitored using the Busy Lamp Field feature. Speeddial configuration in the Device
information pages.

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Clients
Table 6-66 describes the function of each field in the Clients section of the Applications tab.
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Table 6-66
Unified CM Applications TabClients
Field
Description
Input Source
Percentage of Mobile Clients

with Deskphone Call Log
Integration
Enter the percentage of mobile

clients with deskphone call log
integration. This percentage is
applied to the sum of the values
entered in the Number of Dual
Mode Phones with Mobile Client
field and Number of Unified
Mobile Communicator/Cisco
Mobile 7 Clients field on the
Manager Endpoints tab. Default

should correspond to the percentage of mobile clients
that are enabled for desk phone call log integration.
Typically, desk phone call log integration for mobile
clients is either enabled for 100% of users or it is
disabled for 100% of users. However, it is possible that
only a percentage of mobile client users actually are
enabled for this feature.
can be determined by finding the total number of
mobile clients that are configured on the system using
the Find and List Phones page under Cisco Unified CM
Administration and counting the total number of desk
phone MAC addresses that have been associated with
the Cisco Unified Mobility Advantage CTI-enabled
application user account or accounts on the Unified CM
system. By dividing the total number of associated
MAC addresses by the total number of mobile client
devices that are configured on the system, the
percentage of desk phone call log integration enabled
users can be determined.
For example, if there are a total of 375 desk phone MAC
addresses associated to all Cisco Unified Mobility
Advantage CTI-enabled application user accounts and
500 mobile client devices have been configured on the
system, you divide 375 MAC address associations by
500 mobile client devices and determine that 75% of
mobile client users are enabled for desk phone call log
integration (375/500=.75).
Average BHCA per Mobile

Enter an average BHCA for
Client User for Dial-via-Office mobile client users that are
capable of Dial Via Office
(DVO). This value is applied to
the sum of the values entered in
the Number of Dual Mode
Phones with Mobile Client field
and Number of Unified Mobile
Communicator/Cisco Mobile 7
Clients field on the Unified
Communications Manager
Endpoints tab. Default is 0.
Range is 0 to the average BHCA
per user, excluding scheduled
conference calls and Unified
CCE agents.
If highly reliable numbers for Dial-via-Office BHCA

are required it is possible to collect Call Detail Records
for CDR analysis. An analysis of the CDR records
would be necessary to determine this average BHCA.

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Table 6-66
Unified CM Applications TabClients (continued)
Field
Description
Input Source
Percentage of Unified Personal

Communicator in Deskphone
control mode
Enter the percentage of Unified

Personal Communicator in
desktop control mode. Default is
0%. Range is 0100%.
For an existing deployment, the number of deskphones

that are under the control of Unified Personal
Communicator can be determined using the Cisco
Unified Communications Manager Real-Time
Monitoring Tool (RTMT). In RTMT, go to
CallManager > CTI Search > CTI Applications and
fill in the application ID of the Unified Personal
Communicator CTI application. All deskphones that
are controlled by that application will be shown along
with the total number.
Percentage of Unified Client

Services Framework in
Deskphone control mode
Enter the percentage of Unified

Client Services Framework in
desktop control mode. Default is
0%. Range is 0100%.
For an existing deployment, the number of deskphones

that are under the control of Unified Client Services
Framework can be determined using the Cisco Unified
Communications Manager Real-Time Monitoring Tool
(RTMT). In RTMT, go to CallManager > CTI Search
> CTI Applications and fill in the application ID of the
Unified Client Services Framework CTI application.
All deskphones that are controlled by that application
will be shown along with the total number.
CTI Controlled Device

Table 6-67 describes the function of each field in the CTI Controlled Device section of the Applications
tab.
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Table 6-67
Unified CM Applications TabCTI Controlled Device
Field
Description
Product of Number of
Enter the product of the number
Applications and 3rd Party CTI of 3rd party applications and the
Controlled End Points
endpoints they control. Default
is 1. Range is 1 to an upper limit
determined by the values of the
Number of CTI Controlled End
Points field and the applications
associated with these devices.
Input Source
For an existing deployment, the number of CTI
controlled devices can be determined using the Cisco
Unified Communications Manager Real-Time
Monitoring Tool (RTMT). In RTMT, go to
CallManager > CTI Search > CTI Devices and count
the applications associated for several devices.
For Cisco Contact Center, do not enter agent phones in
this tab since they are already accounted for in the
Contact Center section.
For 3rd party Contact Center, use the Cisco Unified
Contact Center section if the call flows are the same as
with a Cisco Unified Contact Center solution, and
disregard the output related to the Cisco Unified
Contact Center servers.
For example, if the call flows with a 3rd party Contact
Center are the same as the call flows with UCCE and
CVP, use the UCCE section in this tool, select CVP as
an IVR to size the UC solution, and disregard the output
related to the UCCE/CVP servers.
Similarly, if the call flows with a 3rd party Contact
Center are the same as the call flows with UCCE and
IP-IVR, use the UCCE section in this tool, select
IP-IVR as an IVR to size the UC solution, and disregard
the output related to the UCCE/IP-IVR servers.
Unified Contact Center Agents

Table 6-68 describes the function of each field in the Unified CC Agents section of the Applications tab.
Table 6-68
Unified CM Applications TabUnified CC Agents Section
Field
Description
Input Source
Total Number of Unified

Contact Center Agents
Displays the total number of Unified Contact

Center agents used with the Unified CM system. Configuration Manager go to Configure
ICM > Peripherals > Agent > Agent
Bulk > Agent Bulk Edit to determine this
value.
Total Number of CTI Route

Points for Unified CCE/Unified
CCX
Enter the total number of CTI route points

associated with Unified Contact Center. Default Configuration Manager go to Configure
is 0. Range is 0100,000.
ICM > Peripherals > Agent > Agent
Bulk > Agent Bulk Edit to determine this
value.
Media Tab
Table 6-69 describes the function of each field in the Media tab.

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Table 6-69
Unified CM Media Tab
Field
Description
Input Source
Percentage of Busy Hour Users

Receiving Unicast MOH
Simultaneously
Enter the maximum percentage of

Busy Hour Users that will receive
unicast MOH at a given time during
the busy hour. Default is 0%. Range
is 0100%.

estimated utilizing the MoH-related counters of the
Real Time Monitoring Tool (RTMT) during the
peak hours to extract trend information.
Number of Audio Sources

Designated for Multicast MoH
Enter the number of audio sources

per cluster that will be delivered via
multicast streaming. Default is 0.
Range is 051. A Unified CM cluster
supports up to 51 different MoH
audio files, one Live feed plus 50
audio files.
For existing deployments, the number of multicast

audio sources can be verified for each Unified CM
cluster. in Unified CM Administration go to Media
Resources > Music On Hold Audio Source. View
each audio source and verify if the Allow
Multicasting checkbox has been selected.
Percentage of IP to IP
Intracluster Calls through RSVP
Agents/Off-box HW or SW
MTPs and Transcoders
Enter the percentage of IP to IP calls

within a cluster that pass through
RSVP agents, off-box hardware or
software MTPs, and transcoders.

obtained using a combination of the Real Time
Monitoring Tool (RTMT) for call types and Call
Detail Records (CDRs) for the overall volume.
Percentage of IP to IP
Enter the percentage of IP to IP calls
intercluster Calls through RSVP between different clusters that pass
Agents/HW MTPs/Transcoders through RSVP agents, hardware
MTPs, and transcoders. Default is
0%. Range is 0100%.

obtained using a combination of the Real Time
Monitoring Tool (RTMT) for call types and Call
Detail Records (CDRs) for the overall volume.
Total number of RSVP

Agents/Off-box HW or SW
MTPs and Transcoders
Enter the total number of RSVP

Agents/HW MTPs/Transcoders.

Administration go to Media Resources
Configuration > MTPs or Transcoders > Find to
determine this value.
Percentage of Calls being

Conferenced (Unscheduled
Conferences)
Enter the percentage of unscheduled For existing deployments, this value can be
conference calls. Default is 0.1%.
obtained using Call Detail Record (CDR) data.
Range is 05%.
Total Number of Conferencing

Resources
Enter the total number of

conferencing resources. Default is
Administration go to Media Resources >
the value entered into the Percentage Conference Bridge to determine this value.
of Unscheduled Conference Calls
field divided by 32 (because each
resource/bridge can support 32
simultaneous unscheduled
conferences). Range is 0200,000.
Output Tab
The Output tab provides the following sections:
Output
Utilization
Server
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Output
Table 6-70 describes the function of each field in the Output section of the Output tab.
Table 6-70
Unified CM Output TabOutput Section
Field
Description
Unified CM Server Type
Select the Unified Communications Manager server type from the

pull-down selection list. For deployments of MCS-7815 or
MCS-7816, there is no concept of Call Processing server pairs or
separate Publisher and TFTP servers. These servers can only be
deployed in pairs with 1:1 redundancy When you select MCS-7815
or MCS-7816 from the Unified CM server type pull-down selection
list, the MIn IPT server pairs pull-down selection list is changed to
Number of Unified CM Call Processing Servers per Cluster. For
virtual machines (VMs), Open Virtualization Archive (OVA)
templates are shown for various numbers of endpoints. If a VM
value is selected, an additional Server Type field appears allowing
you to specify the B-series or C-series Cisco Unified Computing
System hardware. Note that for contact center deployments, the
number shown in OVA templates represents subscribers, not the
number of agents. Processing requirements for agents are higher
than for other subscribers, and you must chose an OVA template
with a higher number than the total number of agents. For example,
VM-UCM_1000 will not support 1000 agents; you need to select a
higher capacity OVA template such as VM-UCM_7500.
Server Type
Select the appropriate B-series (blade) or C-series (chassis) Cisco

Unified Computing System server hardware. This field only appears
if a VM OVA template is chosen in the Unified CM Server Type
field. Default value is based on the OVA template chosen in the
Unified CM Server Type field. Virtualization rules and
docwiki.cisco.com under the category Systems and the topic
Unified Communications Virtualization.
Maximum Desired Unified CM Select the desired number of server pairs per cluster from the
Call Processing Server Pairs per pull-down selection list. Default is 4 server pairs, which means that
Cluster
in a CUCM cluster you can have maximum of 8 subscriber nodes.
The default option will always try to give you the minimum number
of cluster required for a solution. The default should be selected in
almost all cases.
In some cases, you can select other than the default value for this
field. For example, to deploy more Unified CM clusters than
needed, just to distribute the call processing load on different
cluster.

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Unified CM Output TabOutput Section (continued)
Field
Description
Unified CCE Deployment or

Unified CCX Deployment
Select the Unified Contact Center deployment type from the

pull-down selection list. The options are Separated Users and
Agents, and Mixed Users and Agents. Default is Separated Users
and Agents.
PG Deployment
Select the PG deployment from the pull-down selection list. The

options are 1 PG per Server, 1 PG per 2 Servers, 1 PG per 3 Servers,
and 1 PG per 4 Servers. Default is 1 PG per Server. This field only
appears if Unified Contact Center Enterprise was selected on the
Identify Components page.
Utilization
Table 6-71 describes the function of each field in the Utilization section of the Output tab.
Table 6-71
Unified CM Output TabUtilization Section
Field
Description
Call processing utilization per

server
Displays the percentage of IPT and IPCC (Unified CCE) Call

processing utilization per server.
Memory capacity utilization
Displays the percentage of IPT and IPCC (Unified CCE) memory

capacity utilization.
Phones capacity utilization per

server
Displays the percentage of IPT and IPCC (Unified CCE) phone

capacity utilization per server.
CTI capacity utilization per

server
Displays the percentage of IPT and IPCC (Unified CCE) CTI

capacity utilization per server.
Server
Table 6-72 describes the function of each field in the Server section of the Output tab.
Table 6-72
Unified CM Output TabServer Section
Field
Description
Estimated Minimum Number of Displays the estimated minimum number of clusters

Clusters
Publisher/TFTP
Displays the number of recommended Publisher/TFTP servers.
Minimal Number of Unified CM Displays the recommended number of Unified CM call processing
Call Processing Server Pairs
server pairs.
Minimal Number of Unified CM Displays the recommended number of IPCC (Unified CCE) server
Call Processing Server Pairs
pairs.
Dedicated to Contact Center
Total Number of Servers
(minimal)
Displays the recommended minimal number of servers.
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This tab lets you describe the characteristics of the Cisco Emergency Responder. It includes the
following sections:
Capacity Utilization Section

Table 6-73 describes the function of each field on the Cisco Emergency Responder section of the Cisco
Emergency Responder tab. For some fields in this section, the upper range is determined by the value of
the Total Number of System Users field (see the Endpoints Tab section on page 6-71).
Table 6-73
Cisco Emergency ResponderCisco Emergency Responder Section
Field
Description
Input Source
Software Release
Displays the Cisco Emergency Responder This field is display only and is based on the
version based on its compatibility with the version chosen when the sizing scenario was
CTI/JTAPI version of Unified CM. Each
defined.
system release is tested with a
corresponding ER product version. The ER
version is established automatically when
you select the Unified Communications
system release in the sizing tool Identify
Components tab.

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Cisco Emergency ResponderCisco Emergency Responder Section (continued)
Field
Description
Input Source
Number of Roaming Phones
Enter the number of roaming phones.

Estimate of the sum total quantity of phones
When multiple ER groups are configured, which are defined in the following ways:
estimate the total number of phones
Defined in the current system Unified CM
roaming between different ER group
cluster, but roaming into access switches
access switches or wireless access points.
not controlled by this ER group.
In a system is composed of multiple
Unified CM clusters, with two or more ER Defined in other Unified CM clusters, but
roaming into access switches controlled by
groups arranged in an ER cluster, each ER
this ER group.
group is responsible for tracking the
phones in its respective Unified CM
clusters, as well as discovering phones
connected to its access switches. For
example, if a phone from cluster A roams
into an access switch configured on ER
group B, it is considered to be roaming.
Each roaming phone consumes ER group
resources such as CPU and messaging
bandwidth. However, if a phone roams
between two access switches configured on
the same ER group, it is not considered to
be roaming for the purposes of this sizing
tool entry. If considering a system with
only one ER group, the quantity of roaming
phones should be 0. Default is 0. Range is
03000.
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Table 6-73
Cisco Emergency ResponderCisco Emergency Responder Section (continued)
Field
Description
Input Source
Platform
Select the Cisco Emergency Responder

The initial server type is selected based on the
Server type from the pull-down selection quantity of IP phones configured in the Unified
list. Choose the server type based on
CM sizing tabs.
capacity requirements of the system.
including the number of IP phones,
manually configured phones, roaming
phones, switches, switch ports, and ERLs.
For virtual machines (VMs), Open
Virtualization Archive (OVA) templates
are shown for various numbers of
endpoints. If a VM value is selected, an
additional Server Type field appears
allowing you to specify the B-series or
hardware.
The sizing tool models some variables
based on certain assumptions, but the
switch ports and ERL capacities are not
modeled by the sizing tool. Refer to the
Cisco Emergency Responder release notes
for server capacities.
If any of the quantities exceed the
maximum for the server type (as indicated
in the Capacity Utilization below), specify
a higher grade server type. If the capacity
of the highest server grade is exceeded, this
is indicated in red.
Server Type
Select the appropriate B-series (blade) or

C-series (chassis) Cisco Unified
Computing System server hardware. This
field only appears if a VM OVA template is
chosen in the Platform field. Default value
is based on the Cisco Emergency
Responder OVA template chosen in the
Platform field.
Virtualization rules and recommendations are

available on the Cisco DocWiki at
docwiki.cisco.com under the category Systems
and the topic Unified Communications
Virtualization.
Capacity Utilization Section

Table 6-74 describes the function of each field on the Capacity Utilization section of the Cisco
Emergency Responder tab. For some fields in this section, the upper range is determined by the value of
the Total Number of System Users field (see the Endpoints Tab section on page 6-71).

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Cisco Emergency ResponderCapacity Utilization Section
Field
Description
MCS-7835
Displays the number of MCS-7835 servers required. The server type is a function of the load
imposed on ER by the system configuration and the number of roaming phones. The sizing
tool assumes redundancy, and one ER group per Unified CM cluster. The sizing tool
provides an estimate based on the assumption that each Unified CM cluster will be paired
with its own, dedicated and redundant ER group. Therefore two servers are included per
Unified CM cluster. The tool also presumes that all ER servers will be of the same type.
Based on the resulting utilization you may choose to deploy multiple Unified CM clusters
connected to the same ER group, or deploy different platform types for the ER groups of
different Unified CM clusters. You can use the sizing tool to display output for the resulting
Unified CM-ER sets to ensure sufficient capacity.
Percentage of Automatically
Tracked Phones
Displays the percentage of phones that are automatically tracked. If the percentage is above
100%, select the next server grade, if possible. If the percentage still exceeds 100% when
the highest possible server grade is considered, consider increasing the quantity of Unified
CM clusters, to allow the total quantity of IP phones to be distributed into smaller clusters.
The percentage is established based on total quantity of IP phones as provided by the user,
in relation to the selected server type and the quantity of ER groups. This assumes that one
ER group is required per Unified CM cluster. If the total system load requires more than one
Unified CM cluster, but the total load can be satisfied using a single ER group, you may
choose to deploy multiple Unified CM clusters serviced by a single ER group.
Percentage of Manually
Configured Phones
Displays the percentage of phones that are manually configured to be tracked. The sizing
tool computes this value solely based on the Analog Phones on VG224, VG248, and ATAs
entry under Endpoints tab in the Unified Communications Manager component, relative to
the platform maximum.
For a more precise computation, you may consider the total quantity of phones whose
emergency calls may be handled by ER without requiring the dynamic determination of the
calling phone location, relative to the maximum allowed by the quantity of ER groups and
the selected server type.
Analog phones, fixed IP phones, and phones not under the direct control of Unified CM
(such as PBX phones connected through a gateway) may still be used to place emergency
calls. If significant quantities of these types of phones are to be deployed, consider the
maximum capacity of manually configured phones as per the Emergency Responder release
notes. Do not include analog phone ports used to connect to modems, IP phones not allowed
to place emergency calls, and PBX phones whose emergency calls are not routed to Unified
CM.
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Table 6-74
Cisco Emergency ResponderCapacity Utilization Section (continued)
Field
Description
Percentage of Roaming Phones Displays the percentage of roaming phones. The Unified Communications ST computes the
percentage for the worst-case scenario, where all roaming phones would be attached to the
network through access switches or WLAN access points controlled by the same ER group.
If the percentage is above 100%, select a higher server grade, if possible. If the percentage
still exceeds 100%, it may indicate a situation where more phones roam into a region of the
network access layer than can be accommodated by the controlling ER group.
To avoid system saturation, the sizing tool assumes all roaming phones roaming at the same
time in the same network region. Take for example a solution consisting of ten Unified CM
clusters, each paired with a dedicated ER group. The total quantity of roaming IP phones is
estimated to be 400 per Unified CM cluster, or 4000 total. It is improbable that all roaming
phones will be connected into the network through switches or WLAN access points
controlled by the same ER group. However, the sizing tool assumes this worst case scenario
and presents a result of 133%, flagged in red (assuming a 7845 server type). This result
should be interpreted in light of the improbability of this worst-case scenario.
Percentage of Switches
Displays the percentage of switches involved in the Cisco Emergency Responder. The sizing
tool makes the assumption that each location requires one access switch. This may
underestimate the actual number of switches to be configured in ER. For a more precise
computation, consider the total number of access switches and compare it to the maximum
per server type as documented in the Emergency Responder release notes.

This tab lets you describe the characteristics of a voice messaging system. Select one of the three types
of voice messaging systems:
Unity
Unity Connection
Unity
A Cisco Unity voice messaging system can be sized in one of two ways:

Sizing a Solution with a Voice Messaging System section on page 4-5. In these scenarios, the
upper range for some of the fields is determined by the value of the Total Number of System Users
field for the Unified CM (see the Endpoints Tab section on page 6-71).
As part of an Individual Product Sizing scenario as described in Sizing an Individual Unity

Product section on page 5-2.
The following tables describe the function of each field of the Unity Voice Messaging SystemInput
Section and Unity Voice Messaging SystemOutput Section on the Voice Messaging tab or Unity
screen.

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Unity Voice Messaging SystemInput Section
Field
Description
Input Source
Unity Release
Displays the software version of Unity

used for sizing calculations.
This field is display only and is based on

the version chosen when the sizing
scenario was defined.
Number of Voice Messaging Users

or
Number of Voice Messaging Traffic
Users
Enter the number of users with voice

messaging mailboxes. For System Release
or Compatible Components Sizing
Scenarios, the default is the same value as
the Number of System Users on the
Endpoints tab of the Cisco Unified
Communications Manager tab, while the
range is 0 to the value of the Number of
System Users field. For Individual
Product Sizing scenarios, the default is
2000 and the range is 0100,000.
For existing deployments, on the Cisco

Unity server, go to Start > Programs >
Unity > Cisco Unity Tools Depot >
Administrative Tools > License Info
Viewer to determine this value.
Percentage of Incoming Calls

Re-directed to Voice Messaging
System during Busy Hour
Enter the percentage of incoming calls

that are redirected to the voice message
system during the busiest hour. Default is
20%. Range is 0100%.

Reporting Tools > Port Usage Analyzer
to determine this value.
Average Message Length (min)
Enter the average number of minutes

expected for each voice message. This
typically depends on the type of business
and the general sector supported by the
voicemail system. For example, in a
hospital environment, messages might be
very long on average as opposed to a
financial setting. Default is 1 minute.
Range is 0.55 minutes.
This is set by user preference.
Average Number of Incoming Calls

per User during Busy Hour
Enter the average number of incoming

calls expected per user during the busiest
hour of the day. Default is 2 calls. Range
is 0.2512 calls.
This is a set by user preference and may

be verified on existing deployments
through analysis of CDR records on the
call processing system.
Percentage of Users Checking Voice Enter the percentage of users that are
Messages during the Peak Voice
expected to access the messaging system
Messaging System Usage
at the busiest time, which typically will be
to check an important broadcast message
or at the start of the workday. Default is
10%. Range is 0100%.
This is set by user preference and may be

verified on existing deployments by
monitoring CDR records on the call
processing node to determine the average
call duration to the voicemail system. The
CDR records would be analyzed to
determine whether there is a period
during the day where the call volume is
drastically higher than the average.
Peak Voice Messaging System Usage Enter the typical frequency at which users
Interval (min)
check their voice messages during the
busiest time of the day (for example, every
5 minutes, every 10 minutes, and so forth).
Default is 10.00 minutes. Range is
3.0060.00 minutes.
This is a set by user preference and may

be verified on existing deployments
through analysis of CDR records on the
call processing system.
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Table 6-75
Unity Voice Messaging SystemInput Section (continued)
Field
Description
Input Source
Average Message Retrieval Session

Length (min)
Enter the average length of time users

spend listening to voice messages when
checking messages during the busiest time
of the day. For example, if the average user
listens to three voice messages of four
minutes each time they access voicemail,
then this value would be 12 minutes.
Default is 3.00 minutes. Range is
1.0030.00 minutes.
Calculate this value based on the Unity

maximum message length and the type of
business the voicemail system supports.
This is set by user preference and may be
verified through analysis of CDR records
on the call processing system. This field
is used for environments where heavy
voicemail usage needs to be accounted
for.
Blocking Probability
Enter the highest acceptable percentage of

calls that may be blocked when the system
is operating at maximum usage and can no
longer process new calls. Default is 1%.
Range is 0.0110%. If blocking is not
acceptable, set this value to the minimum
value, which is 0.01%.
This is set by user preference regarding

the level of response provided by the
system. This is determined by the system
provisioning which they are trying to
simulate using this tool. If you size a
system so that during the busy hour there
is a possibility that the system might
block a user leaving a voice message, this
should be carefully noted. Otherwise, this
value should be 1%.
Message Store
Select where voicemail messages will be

stored for later retrieval. Select ON-box if
the message store is on the same server
machine as the messaging service. If the
message store is on a separate machine,
select OFF-box Unified Messaging (if
messages are stored on a separate
Microsoft Exchange server) or OFF-box
for all other external message store
options. Default is OFF-box.

Reporting Tools > Gather Unity System
Info.
Client Access (Example: Cisco PCA) Indicate whether authorized Cisco PCA
clients (such as email systems) will
interact with the voice messaging system
(Yes) or not (No). Default is Yes.
Client Access (Example: IMAP,
Cisco PCA)
Indicate whether authorized IMAP or

Cisco PCA clients (such as email systems)
will interact with the voice messaging
system (Yes) or not (No). Default is Yes.
Any Voice Recognition Sessions?
Indicate whether voice recognition will be For existing deployments, determine if

used with the voice messaging system
Voice Recognition has been or will be
enabled for any users.
Any Text to Speech Sessions?
Indicate whether text to speech will be

used with the voice messaging system
For existing deployments, determine if

TTS has been enabled for any users.
Text-to-Speech (TTS) sessions are called
Realspeak Sessions in the utility. TTS has
two engines in Unity. Enabling TTS on a
user is done in their Class of Service
(CoS).

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Table 6-75
Unity Voice Messaging SystemInput Section (continued)
Field
Description
Input Source
Platform
Select the type of hardware required to

support the Unity voice messaging
system. Default is VM - 4vCPU 4GB
RAM 4 x 24 GB vDisk.
Options include Media Convergence

Server (MCS) platforms or Virtual
Machine (VM) platforms such as Cisco
Unified Computing Systems.
Server Type

field only appears if a VM OVA template
is chosen in the Platform field. Default
value is based on the OVA template
chosen in the Platform field.

under the category Systems and the topic
Unified Communications Virtualization.
High Availability Deployment
Indicate whether High Availability will be

available (Yes) or not (No). Default is Yes.
Note that Unity does not support failover
with Unified CM SIP integration. During
System Release Sizing, if you select SIP as
an integration type, the default High
Availability Deployment option is No and is
not selectable or changeable. This restriction
is not enforced during Individual Product
Sizing
In Cisco Unity terms, High Availability

refers to the Unity Failover. feature, which
pairs a Secondary Unity Server with a
Primary Unity Server for 1:1 redundancy.
Therefore, choosing High Availability
doubles the server hardware requirement.
Table 6-76
Unity Voice Messaging SystemOutput Section
Field
Description
Servers Needed
or
VMs Needed (Including
Redundant VMs)
Displays the number of servers or virtual machines required, with

or without IMAP/Cisco PCA client access.
Max Number of IMAP Users per Displays the maximum number of IMAP users supported per
Additional Storage Server/VM
storage server or virtual machine.
Max Number of Unity Inbox
Users (Cisco PCA) per
Server/VM
Displays the number of servers required, with or without

IMAP/Cisco PCA client access.
Max Voice Recognition Sessions Displays the maximum number of automatic speech recognition
(ASR) per Server Allowed
(ASR) session allowed per server or virtual machine, with or
without IMAP/Cisco PCA client access.
Additional MCS-7825 servers
Required
or
Additional Voice Recognition
VM Required
Displays the number of additional MCS servers or virtual machines

required, with or without IMAP/Cisco PCA client access.
Max Text to Speech Sessions

(TTS) per Server/VM Allowed
Displays the maximum number of TTS sessions allowed per server

or virtual machine, with or without IMAP/Cisco PCA client access.
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Table 6-76
Unity Voice Messaging SystemOutput Section (continued)
Field
Description
Ports Per Server/VM
Displays the number of ports per server or virtual machine, with or

Please Define Exchange 2003

Voicemail Run-Time VM 3rd
vDisk Size (GB)
Enter the size of the Microsoft Exchange 2003 VM disk in Gbytes.
Amount of Storage
Recommended in Case of
Unified Messaging
Displays the number of additional storage servers needed, with or

Unity Connection
A Cisco Unity Connection voice messaging system can be sized in one of two ways:

Sizing a Solution with a Voice Messaging System section on page 4-5. In these scenarios, the
upper range for some of the fields is determined by the value of the Total Number of System Users
field for the Unified CM (see the Endpoints Tab section on page 6-71).
As part of an Individual Product Sizing scenario as described in Sizing an Individual Unity

Connection Product section on page 5-4.
The following tables describe the function of each field of the Unity Connection Voice Messaging
SystemInput Section and Unity Connection Voice Messaging SystemOutput Section on the Voice
Messaging tab or Unity Connection screen.
Table 6-77
Unity Connection Voice Messaging SystemInput Section
Field
Description
Input Source
Software Release
Select the release of Unity

Connection you wish to use for
sizing calculations (available for
Individual Product sizing scenarios
only).
Unity Connection Configuration Select whether Unity Connection

will be used strictly for voicemail
(Voicemail Only) or integrated voice
and Email messaging (Integrated
Messaging). Default is Integrated
Messsaging
Number of Type 1 Sites
Sites are used here to define a physical This corresponds to a physical site.
site and user base with similar
voicemail requirements. Each site will
have a single server or number of
servers. Unity Connection supports 5
sites, 5 primary servers or 50,000 users
(whichever limit is reached first).
Number of Voice Messaging

Users per Site
Enter the number of voice messaging This corresponds to the number of users configured
users per site. Default is 0.
for voicemail at a single site.

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Table 6-77
Unity Connection Voice Messaging SystemInput Section (continued)
Field
Description

Enter the percentage of incoming
Re-directed to Voice Messaging calls that are redirected to the voice
System during Busy Hour
message system during the busiest
hour. Default is 20%. Range is
0100%.
Average Message Length (min)
Input Source
For existing deployments, on the Cisco Unity
Connection Serviceability Web Admin, go to Tools >
Reports > Port Activity Report.
Enter the average number of minutes This is a set by user preference and may be verified
expected for each voice message.
on existing deployments through analysis of CDR
This typically depends on the type of records on the call processing system.
business and the general sector
supported by the voicemail system.
For example, in a hospital
environment, messages might be
financial setting. Default is 1.00.
Range is 0.505.00.
Average Number of Incoming

Enter the average number of
Calls per User during Busy Hour incoming calls expected per user
during the busiest hour of the day.
Default is 2 calls. Range is 0.2512
calls.
This is a set by user preference and may be verified

records on the call processing system.
Percentage of Users Checking

Enter the percentage of users that are
Voice Messages during the Peak expected to access the messaging
Voice Messaging System Usage system at the busiest time, which
typically will be to check an
important broadcast message or at
the start of the workday. Default is
10%. Range is 0100%.
This is set by user preference and may be verified

on existing deployments by monitoring CDR
records on the call processing node to determine the
average call duration to the voicemail system. The
CDR records would be analyzed to determine
whether there is a period during the day where the
call volume is drastically higher than the average.
Peak Voice Messaging System

Usage Interval (min)
Enter the typical frequency at which This is a set by user preference and may be verified
users check their voice messages
during the busiest time of the day (for records on the call processing system.
example, every 5 minutes, every 10
minutes, and so forth). Default is
10.00 minutes. Range is 3.0060.00
minutes.
Average Message Retrieval

Session Length (min)
Enter the average length of time

This is a set by user preference and may be verified
users spend listening to voice
messages when checking messages records on the call processing system.
during the busiest time of the day.
For example, if the average user
listens to three voice messages of
four minutes each time they access
voicemail, then this value would be
12 minutes. Default is 3.00. Range is
1.0030.00.
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Table 6-77
Field
Description
Input Source
Enter the highest acceptable

percentage of calls that may be
blocked when the system is operating
at maximum usage and can no longer
process new calls. Default is 1%.
Range is 0.0110%. If blocking is
not acceptable, set this value to the
minimum value, which is 0.01%.
This is set by user preference regarding the level of

response provided by the system. This is
determined by the system provisioning which they
are trying to simulate using this tool. If you size a
system so that during the busy hour there is a
possibility that the system might block a user
leaving a voice message, this should be carefully
noted. Otherwise, this value should be 1%.
Unity Connection Inbox Users
Displays the number of users with

Unity Inbox feature enabled. Default
is Yes.
For existing deployments, determine if the Unity

Inbox feature has been or will be enabled for any
users.
IMAP Non-IDLE Clients
Indicate whether IMAP Non-IDLE

clients will be used with Unity
Connection (Yes) or not (No).
Default is Yes.
IMAP Non-Idle clients include products such as Cisco

Unified Mobility Advantage, Cisco Unified Personal
Communicator, and IBM Sametime Voicemail
plug-ins. IMAP Non-Idle Clients do not support
IMAP IDLE functionality. Verify Client specification
for determination.
IMAP IDLE Clients
Indicate whether IMAP IDLE Clients Determine whether IMAP IDLE clients (such as
will be used with Unity Connection
Outlook 2007) will be used with Unity Connection.
IMAP IDLE Clients support IMAP IDLE
functionality. Verify Client specification for
determination.
System Level Recording Format Select the system level recording

format. Default is G.711.
Determine the recording codec used to store voicemail

messages on the system. Options are PCM Linear,
G.711 u-law, G.711 a-law, G.729a and G.726.
On the Line Codec
Select the on-the-line-codec format.

This is the codec that is used by
endpoints to connect to Unity
Connection. Default is G.711
Determine the codec used by endpoints to access

voicemail messages on the system. Options are G.711
u-law, G.711 a-law, G.729, G.722 and iLBC.
Message Store
Indicate whether the message store is

on the same server machine as the
messaging service (ON-box), or on a
separate machine (OFF-box).
Default is OFF-box.
Any Voice Recognition

Sessions?
Select Yes if voice recognition will

be used with the voice messaging
system. Default is Yes
Determine if Voice Recognition has been or will be

enabled for any users.
Any Text to Speech Sessions?
Select Yes if text to speech will be

used with the voice messaging
system. Default is Yes.
Determine if TTS has been or will be enabled for any

users.
Platform
Select the type of hardware platform Determine the physical hardware used by Unity
required.
Connection. Options include Media Convergence
Server (MCS) platforms or Virtual Machine (VM)
platforms such as Cisco Unified Computing
Systems.

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Field
Description
Input Source
Server Type
Select the appropriate B-series

(blade) or C-series (chassis) Cisco
Unified Computing System server
hardware. This field only appears if a
VM OVA template is chosen in the
Equivalent Server field. Default
value is based on the OVA template
chosen in the Platform field.

docwiki.cisco.com under the category Systems and
the topic Unified Communications Virtualization.
Indicate if the Unity Connection

deployment is designed for High
Availability (Yes) or not (No). High
Availability concept in Cisco Unity
Connection is called Active/Active
High Availability and consists of a
Publisher Server and a Subscriber
Server for redundancy. When selecting
this field the server number should
increase by a multiple of 2. Default is
Yes.
High Availability refers to Unity Connection

Active/Active High Availability. Active/Active High
Availability feature adds a Subscriber Server for
redundancy. As such selecting this box will double the
server requirement.
Table 6-78
Unity Connection Voice Messaging SystemOutput Section
Field
Description
Servers Needed
Displays the number of servers required with IMAP or Cisco PCA

and without IMAP or Cisco PCA.
Max Voice recognition Sessions Displays the maximum number of recognition Sessions (ASR) per
(ASR) per Server Allowed
server allowed with IMAP or Cisco PCA and without IMAP or
Cisco PCA.
Max Text to Speech Sessions
(TTS) per Server Allowed
Displays the maximum number of Text-to-Speech Sessions (TTS)

allowed per server with IMAP or Cisco PCA and without IMAP or
Cisco PCA.
Ports Per Server
Displays the number of ports per server with IMAP or Cisco PCA
and without IMAP or Cisco PCA.
Number of Digital Networks.
Displays the number of digital networks required

The following tables describe the function of each field of the Unity Connection Voice Messaging
SystemOutput Section and 3rd Party Voice Messaging SystemInput Section on the Voice Messaging
tab when you select 3rd Party as the voice messaging system.
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Table 6-79
3rd Party Voice Messaging SystemInput Section
Field
Description
Input Source
VoiceMail Integration Type
Select the voicemail integration type:

SCCP or SMDI. The default is SCCP.
Number of Voice Messaging

Users
Enter the number of users with voice

For existing Unity deployments, from the
messaging mailboxes. Default is the same Tools Depot menu, go to Administrative Tools
value as the Total Number of System Users > License Info Viewer.
on the Endpoints tab of the Cisco Unified
Communications Manager tab. Range is 0
to the value of the Total Number of System
Users field.

Re-directed to Voice
Messaging System during
Busy Hour
Enter the percentage of incoming calls that

are redirected to the voice message system
during the busiest hour. Default is 20%.
Range is 0100%.
Average Message Length (min) Enter the average number of minutes

expected for each voice message. This
typically depends on the type of business
and the general sector supported by the
voicemail system. For example, in a
hospital environment, messages might be
financial setting. Default is 3.00. Range is
1.0030.00.
Table 6-80
3rd Party Voice Messaging SystemOutput Section
Field
Description
3rd Party Chosen, NO

Equipment Needed
This field indicates that no Cisco equipment is required for voicemail

as 3rd Party equipment is used.
Unified MeetingPlace or 3rd Party Conferencing and

Collaboration
A Unified MeetingPlace conferencing system can be sized in one of two ways:

Sizing a Solution with Conferencing and Collaboration section on page 4-9. In these scenarios,
the upper range for some of the fields is determined by the value of the Total Number of System
Users field for the Unified CM (see the Endpoints Tab section on page 6-71). For these scenarios,
use the tables provided in Conferencing and Collaboration TabSystem Release Sizing or
Compatible Components Sizing Scenario.
As part of an Individual Product Sizing scenario as described in Sizing an Individual Unified

MeetingPlace Product section on page 5-7. For this scenario, use the tables provided in Unified
MeetingPlaceIndividual Sizing Scenario.

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For sizing 3rd party conferencing and collaboration systems, follow the procedures in Sizing a Solution
with Conferencing and Collaboration section on page 4-9 and use the tables provided in Conferencing
and Collaboration TabSystem Release Sizing or Compatible Components Sizing Scenario.
Conferencing and Collaboration TabSystem Release Sizing or Compatible

Components Sizing Scenario
The Conferencing and Collaboration tab includes the following sections:
Input
Conferencing Traffic Mix
Server Requirements
Input
Table 6-81 describes the function of each field on the Input section of the Conferencing and
Collaboration tab.
Table 6-81
Conferencing and CollaborationInput Section
Field
Description
Input Source
Conference System
Displays the conferencing system used for This field is display only.
sizing, based on the Identify Components
initial input for the System Release or
Compatible Component sizing scenario.
Software Release
Displays the Unified MeetingPlace release This field is display only.

number. This field is only available if
MeetingPlace is selected as the
Conferencing System.
Number of Knowledge Users
Enter the total number of knowledge users

that will have access to the conferencing
system. A knowledge user is a generic term
for a user that will potentially utilize the
conferencing system. The value entered in
this field will be used with subsequent
fields to determine the number for proper
sizing. The default is 100% of the Number
of Busy Hour Users field on the Endpoints
tab of the Unified Communications
Manager component. The range is 0 to the
value of the Number of Busy Hour Users
field.
For existing deployments, in the Unified

MeetingPlace Administration Center, go to
User Configuration > User Profiles, the
number of user profiles on the system can be
entered in this field.
Conferencing Scenario
Select the type of conferencing usage

scenario (Light, Moderate, or Heavy). The
selected scenario dynamically changes the
value in the Percentage of Simultaneous
Audio Users field, which can be further
revised if desired. Default is Moderate
Conferencing.

estimated by evaluating Reports available on
the Unified MeetingPlace Administration
Center. Alternatively, the call detail records
(CDRs) of call processing agents may be used
to analyze calls to or from the conferencing
system directory number(s).
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Table 6-81
Conferencing and CollaborationInput Section (continued)
Field
Description
Input Source
Is iLBC Codec Required?
Indicate whether Internet Low Bandwidth

Codec (iLBC) is required for packetizing
voice during audio conferences (Yes) or
not (No). Using iLBC reduces the number
of voice ports supported by each Unified
MeetingPlace Media Server audio blade.
Default is No.
For existing deployments, from the Unified

MeetingPlace Application Server
Administration home page go to System
Configuration > Media Resource
Configuration to determine if the System
Media Mode is set to Software or Hardware. If
Software is selected, the software media server
does not support iLBC. If Hardware is
selected, check the Global Audio Mode. If
G.711, G.729 is selected, then iLBC is not in
use. Alternatively if G.711, G.722, G.729,
iLBC is selected, then iLBC is allowed for
conferencing. Unified CM Region
configurations may need to be checked to
further confirm if the iLBC codec is allowed
for Unified MeetingPlace calls.
Is Video Continuous Presence

Required?
Indicate whether continuous presence (as

opposed to voice-activated switching) is
required during videoconferences (Yes) or
not (No). In continuous presence mode,
input from all (or selected) video endpoints
is displayed simultaneously and
continuously. The audio portion of the
conference follows the dominant speaker.
Default is No.

continuous presence is optimal for highly
interactive discussions between speakers at
multiple sites.
Is Line Echo Cancellation

Required?
Indicate whether Line Echo Cancellation

(LEC) is required to reduce audible echo in
meetings (Yes) or not (No). Using LEC
reduces the number of voice ports
supported by each Unified MeetingPlace
Media Server audio blade. Default is No.

Software is selected, note that the software
media server does not support LEC.If
Hardware is selected, LEC is built in to the
Hardware media server. Additional echo
canceller configuration settings can be viewed
by going to System Configuration > Call
Configuration > Media Parameters.
Media Resource Option
Select whether Software or Hardware

resources will be used for media
processing. The Hardware option requires
audio/video blade DSP resources on a
Unified MeetingPlace Media Server. The
Software option requires that Express
Media Server is enabled on the Unified
MeetingPlace Application server. Default
is Software (assuming Software is
available as an option).

Media Mode is set to Software or Hardware.

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Table 6-81
Field
Description
Input Source
Total Number of Servers

(minimal)
Enter the minimum number of

conferencing servers required. Default is 0.
Monthly Usage (minutes)
Enter the expected typical amount of time

per month (in minutes) that all users spend
in conference sessions. Default is 0. Range
is equal to or greater than 0.
Conference System Usage
Select whether the load on the

conferencing system is considered Average estimated by evaluating reports available on
or Heavy. Default is Average.

estimated by evaluating reports available on
Actual Peak Usage (concurrent Enter the maximum number of users

participating in a conference during any
users)
time during the day. Default is 0. The range
is 0 to the value of the Number of
Knowledge Users field.

Percentage of Simultaneous
Audio Users
Enter the maximum percentage of users

that will be using audio concurrently. The
default is directly related to the selected
Conferencing Scenario. Default is 5%.
Range is 0100%.

Percentage of Audio Users

Using Higher Complexity
Codecs
Enter the percentage of all audio users that

employ higher complexity codecs (such as
G.723.1 or G.728). Default is 5%. Range is
0100%. This field is only available if you
choose Yes for the Are Audio Users Using
Higher Complexity Codecs? field.

Video Usage
Select the level of video usage (none, low,

medium, and high). The selected usage
level will dynamically change the value in
the Percentage of Simultaneous Users with
Audio and Video field, which can be
further revised if desired. Default is Low.

(CDRs) of the call processing agent may be
used to analyze calls to or from video endpoint
directory numbers.
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Table 6-81
Field
Description
Input Source
Audio Users with Video
Enter the maximum percentage of

conferencing users that will be using video
concurrently with audio. The default is
directly related to the selected Video Usage
level. Default is 1%. Range is 0100%

the MeetingPlace Administration Center.
Alternatively, the call detail records (CDRs) of
the call processing agent may be used to
analyze calls to or from video endpoint
directory numbers.
Percentage of Video Users

Using Desktop Video
Resolution
Enter the percentage of all video users

viewing video in low (desktop) resolution.
Note that the values entered in this field
and the two fields below must total 100%.
field is only available if MeetingPlace is
selected as the Conference System and
Software is selected in the Media Resource
Option field.
For both new and existing deployments, this

field is determined by the capability of the
users' video endpoints and any corporate
policies restricting bandwidth usage to avoid
network contention problems.

Using VGA Video Resolution

viewing video in 640x480 pixel Video
Graphics Array (VGA) medium resolution.
and the fields above and below must total
100%. Default is 0%. Range is 0100%.
This field is only available if MeetingPlace
is selected as the Conference System and
Software is selected in the Media Resource
Option field.


Using HD Video Resolution

viewing video in 1920x1080 pixel High
Definition (HD) resolution. Note that the
values entered in this field and the two
fields above must total 100%. Default is
0%. Range is 0100%. This field is only
available if MeetingPlace is selected as the
Conference System and Software is
selected in the Media Resource Option
field.

Web Collaboration Usage
Select the estimated level of conferences

involving web collaboration (None, Low,
Medium, or High). Default is Medium. The
selected usage level will dynamically
change the value in the Percentage of
Simultaneous Web Users field, which can
be further revised if desired. This field is
only available if MeetingPlace is selected
as the Conference System.

estimated by evaluating Reports available on
Center.

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Table 6-81
Field
Description
Input Source
Which Solution will be Used

for Scheduling Meetings?
Select the product that will be used to

schedule meetings, either WebEx or
MeetingPlace. Default is MeetingPlace.

Configuration > Cisco Webex Configuration
> Cisco Webex Site and Server to determine
if the Conference Scheduling parameter is set
to Schedule and Join from Cisco Webex or
Schedule and Join from Cisco Unified
MeetingPlace.
Audio Users using Web

that will be using web collaboration
concurrently. The default is directly related the MeetingPlace Administration Center.
to the selected Web Collaboration Usage
level. Default is 50%. Range is 0100%.
This field is only available if MeetingPlace
is selected as the Conference System.
Required Top of the Hour

Dialin Duration (min)
Enter the expected duration (in minutes)

for all members of conferences to dial in at
the beginning of a meeting. Default is 5.
Range is 0.115.

obtained from the call detail records. First,
look at the report for all calls that terminate on
the MeetingPlace directory number that are
made at the top of the hour, and notice the
portion of the hour where either 80% of the
calls arrive or the number of calls per minute
drops off significantly (that is, number of calls
per minute drops to 20% of original value),
whichever comes first. Second, take note of the
time the last call in this bracket arrives and
calculate the time from the beginning of the
hour to that call. Round this number up to the
nearest minute.Finally, take an average dialin
duration time across several conference
sessions.
Conference Equipment
Integration type
Select the protocol used for conferencing

equipment integration: SIP or H323.
Default is SIP.
Check the configuration of the call processing

agent that directs calls to the conferencing
system to determine if the SIP or H.323
protocol is used.
Conferencing Traffic Scenario
Select the estimated conferencing traffic

This is from user profile; CDR studies multiple
scenario (Predominantly from IP, Balanced customers.
IP and PSTN, Predominantly from PSTN).
The selected scenario will dynamically
change the input values in the Conferencing
Traffic Mix table, which can be further
revised if desired. Default is Predominantly
from IP.
Total Number Conference calls Displays the total number of users on

Processed by Unified CM
conference calls during the peak time.
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Conferencing Traffic Mix

Table 6-82 describes the function of each field on the Conferencing Traffic Mix section of the
Conferencing and Collaboration tab.
Table 6-82
Conferencing and CollaborationConferencing Traffic Mix Section
Field
Description
Input Source
Percentage of Conference
Calls coming thru GK H323
Gateways
Enter the percentage of conference calls

coming into the conferencing system
bridge via H.323 trunks controlled by an
H.323 gatekeeper. Default is 0%. Range is
0100%. The total of this value plus all the
other fields in the Conferencing Traffic
Mix section must equal 100%.

obtained from call detail records for
conference calls but requires some effort. Start
by cross-referencing the calling number and
called number against a particular device
name/type. Then count all calls routed to this
device over H.323 trunks, and divide that count
by the total number of calls handled by the
conferencing system to obtain the required
percentage.
Calls coming thru non GK
H323 gateways

bridge via H.323 trunks that are not
controlled by an H.323 gatekeeper. Default
is 20%. Range is 0100%. The total of this
value plus all the other fields in the
Conferencing Traffic Mix section must
equal 100%.

device over H.323 trunks that are not under
gatekeeper control, and divide that count by the
total number of calls handled by the
percentage.
Calls coming thru MGCP
Gateways

bridge via an MGCP gateway. Default is
0%. Range is 0100%. The total of this
equal 100%.

device by MGCP gateways, and divide that
count by the total number of calls handled by
the conferencing system to obtain the required
percentage.
Calls coming thru SIP
Gateways

bridge via a SIP gateway (proxy). Default
equal 100%.

device by SIP gateways and divide that count
percentage.

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Table 6-82
Conferencing and CollaborationConferencing Traffic Mix Section (continued)
Calls coming thru GK H225
Trunks

bridge over H.225 trunks controlled by an
H.323 gatekeeper. Default is 0%. Range is
0100%. The total of this value plus all the
other fields in the Conferencing Traffic
Mix section must equal 100%.

device over H.225 trunks, and divide that count
percentage.
Calls coming thru GK ICT
trunks

bridge over intercluster trunks controlled
by an H.323 gatekeeper. Default is 0%.
Range is 0100%. The total of this value
plus all the other fields in the Conferencing
Traffic Mix section must equal 100%.

device over H.323 gatekeeper controlled
intercluster trunks, and divide that count by the
total number of calls handled by the
percentage.
Calls coming thru ICT Trunks

bridge over intercluster trunks that are not
controlled by an H.323 gatekeeper. Default
equal 100%.

device over intercluster trunks not controlled
by a H.323 gatekeeper, and divide that count by
the total number of calls handled by the
percentage.
Calls coming thru SIP Trunks

bridge over SIP trunks. Default is 0%.

device over SIP trunks, and divide that count
percentage.
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Table 6-82
Conferencing and CollaborationConferencing Traffic Mix Section (continued)
Calls coming thru IP Phones

bridge via IP phones. Default is 80%.

device using IP phones and divide that count by
the total number of calls handled by the
percentage.
Calls Incoming via
Inter-Enterprise Trunks

bridge over inter-enterprise trunks. Default
equal 100%.

device over inter-enterprise trunks and divide
that count by the total number of calls handled
by the conferencing system to obtain the
required percentage.
Server Requirements
Table 6-83 describes the function of all possible field on the Server Requirements section of the
Conferencing and Collaboration tab. The specific fields that appear depends upon the version of Unified
MeetingPlace selected and the overall solution needs.
Table 6-83
Conferencing and Collaboration Server Requirements Section
Field
Description
Number of Separate Systems

Needed
Displays the number of complete Unified MeetingPlace systems

recommended for the conferencing solution. A breakdown of the
individual Unified MeetingPlace components is shown in the fields
below.
Application Servers
or
Audio Servers
Displays the type and quantity of application/audio server platforms

recommended for the conferencing solution.
Audio Blades
Displays the type and quantity of audio blades (MP-3545MS-A)

recommended for the conferencing solution. These blades are
installed in the chassis unit(s) shown in the Chassis field.
Video Blades
Displays the type and quantity of video blades recommended for the
conferencing solution. These blades are installed in the chassis
unit(s) shown in the Chassis field.
Chassis
Displays the type and quantity of Unified MeetingPlace chassis


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Table 6-83
Conferencing and Collaboration Server Requirements Section (continued)
Field
Description
WebEx Nodes
or
Web Conferencing Servers
Displays the type and quantity of WebEx collaboration or Unified

MeetingPlace Web Conferencing server platforms recommended
for the conferencing solution. To override the recommendation,
select another server from the pull-down selection list (if available).
MeetingPlace Web Servers
Displays the type and quantity of Unified MeetingPlace Web

conferencing server platforms recommended for the conferencing
solution. To override the recommendation, select another server
from the pull-down selection list.
Outlook Integration Servers
Displays the type and quantity of server platforms recommended to

support this application, or indicates if the application is co-resident
on another server.
Lotus Notes Integration Servers

support this application.
Directory Services Servers

on another server.
Video Integration Services

Servers
Displays the type and quantity of Video Integration Services server

platforms recommended for the conferencing solution.
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Unified MeetingPlaceIndividual Sizing Scenario

The Unified MeetingPlace screen for Individual Product Sizing scenarios includes the following
sections:
Input
Server Requirements
Input
Table 6-84 describes the function of each field on the Input section of the Unified MeetingPlace screen.
Table 6-84
Unified MeetingPlaceInput Section
Field
Description
Input Source
Software Release
Select the version of Unified MeetingPlace This is set by user preference.

to be used for sizing.
Number of Knowledge Users
Enter the total number of knowledge users

that will have access to the conferencing
system. A knowledge user is a generic term
for a user that will potentially utilize the
conferencing system. The value entered in
this field will be used with subsequent
fields to determine the number for proper
sizing. Default is 1000. Range is
0100,000.

Is iLBC Codec Required?
Indicate whether Internet Low Bandwidth

Codec (iLBC) is required for packetizing
voice during audio conferences (Yes) or
not (No). Using iLBC reduces the number
of voice ports supported by each Unified
MeetingPlace Media Server audio blade.
Default is No.

Software is selected, the software media server
does not support iLBC. If Hardware is
selected, check the Global Audio Mode. If
G.711, G.729 is selected, then iLBC is not in
use. Alternatively if G.711, G.722, G.729,
iLBC is selected, then iLBC is allowed for
conferencing. Unified CM Region
configurations may need to be checked to
further confirm if the iLBC codec is allowed
for Unified MeetingPlace calls.
Is Video Continuous Presence

Required?
Indicate whether continuous presence (as

opposed to voice-activated switching) is
required during videoconferences (Yes) or
not (No). In continuous presence mode,
input from all (or selected) video endpoints
is displayed simultaneously and
continuously. The audio portion of the
conference follows the dominant speaker.
Default is No.

continuous presence is optimal for highly
interactive discussions between speakers at
multiple sites.

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Table 6-84
Unified MeetingPlaceInput Section (continued)
Field
Description
Input Source
Is Line Echo Cancellation

Required?
Indicate whether Line Echo Cancellation

(LEC) is required to reduce audible echo in
meetings (Yes) or not (No). Using LEC
reduces the number of voice ports
supported by each Unified MeetingPlace
Media Server audio blade. Default is No.

Software is selected, note that the software
media server does not support LEC.If
Hardware is selected, LEC is built in to the
Hardware media server. Additional echo
canceller configuration settings can be viewed
by going to System Configuration > Call
Configuration > Media Parameters.
Media Resource Option
Select whether Software or Hardware

resources will be used for media
processing. The Hardware option requires
audio/video blade DSP resources on a
Unified MeetingPlace Media Server. The
Software option requires that Express
Media Server is enabled on the Unified
MeetingPlace Application server. Default
is Software (assuming Software is
available as an option).

Media Mode is set to Software or Hardware.
Audio Users

that will be using audio concurrently. The
Conferencing Scenario. Default is 5%.
Range is 0100%.

Are Audio Users Using Higher Indicate whether users require higher
Complexity Codecs?
complexity codecs (such as G.723.1 or
G.728) for audio (Yes) or not (No). Default
is No.

determined by evaluating reports available on
Percentage of Audio Users

Using Higher Complexity
Codecs

Enter the percentage of all audio users that

employ higher complexity codecs (such as
G.723.1 or G.728). Default is 5%. Range is
0100%. This field is only available if you
choose Yes for the Are Audio Users Using
Higher Complexity Codecs? field.
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Table 6-84
Field
Description
Input Source
Monthly Usage (minutes)
Enter the expected typical amount of time

per month (in minutes) that all users spend
in conference sessions. Default is 0. Range

Conference System Usage
Select whether the load on the

conferencing system is considered Average estimated by evaluating reports available on
or Heavy. Default is Average.
Actual Peak Usage (concurrent Enter the maximum number of users

participating in a conference during any
users)
time during the day. Default is 0. The range
is 0 to the value of the Number of
Knowledge Users field.

Video Usage
Select the level of video usage (none, low,

medium, and high). The selected usage
the Percentage of Simultaneous Users with
Audio and Video field, which can be
further revised if desired. Default is Low.

(CDRs) of the call processing agent may be
used to analyze calls to or from video endpoint
directory numbers.
Audio Users with Video

that will be using video concurrently. The
Video Usage level. Default is 1%. Range is
0100%

the MeetingPlace Administration Center.
Alternatively, the call detail records (CDRs) of
the call processing agent may be used to
analyze calls to or from video endpoint
directory numbers.
Is BW Needed per Video user

384 Kbits or less?
Indicate whether the bandwidth per video

user is 384 Kb/s or less (Yes) or greater
than 384 Kb/s (No). This parameter
determines video capacity because video
streams greater than 384 Kb/s require
added processing. Default is Yes.


Using Desktop Video
Resolution

viewing video in low (desktop) resolution.
and the two fields below must total 100%.
field is only available if Software is
field.


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Table 6-84
Field
Description
Input Source

Using VGA Video Resolution

viewing video in 640x480 pixel Video
Graphics Array (VGA) medium resolution.
and the fields above and below must total
100%. Default is 0%. Range is 0100%.
This field is only available if Software is
field.


Using HD Video Resolution

viewing video in1920x1080 pixel High
Definition (HD) resolution. Note that the
values entered in this field and the two
fields above must total 100%. Default is
0%. Range is 0100%. This field is only
available if Software is selected in the
Media Resource Option field.

Web Collaboration Usage
Select the estimated level of conferences

involving web collaboration (None, Low,
Medium, or High). The selected usage
the Percentage of Simultaneous Web Users
field, which can be further revised if
desired.Default is Medium.

Center.
Which Solution will be Used

for Scheduling Meetings?
Select the product that will be used to

schedule meetings involving conferences,
either WebEx or MeetingPlace. Default is
MeetingPlace.

Configuration > Cisco Webex Configuration
> Cisco Webex Site and Server to determine
if the Conference Scheduling parameter is set
to Schedule and Join from Cisco Webex or
Schedule and Join from Cisco Unified
MeetingPlace.
Audio Users using Web

that will be using web collaboration
concurrently. The default is directly related the MeetingPlace Administration Center.
to the selected Web Collaboration Usage
level. Default is 50%. Range is 0100%.
Will Recording be Used?
Indicate whether web collaboration

sessions will be recorded for future
playback (Yes) or not (No). Default is No.
This field is only available if the Unified
MeetingPlace version in the Software
Release field is less than 7.0.
For both new and existing deployments, note

that storage space is required for both audio
and web recordings and data attachments,
referred to collectively as MeetingNotes.
Enabling web collaboration recording
increases disk requirements.
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Table 6-84
Field
Description
Input Source
Will SSL be Used?
Select Yes if Secure Sockets Layer (SSL) is

used to encrypt web conferencing data for
security reasons. Default is Yes. This field
is only available if the Unified
MeetingPlace version in the Software
Release field is less than 7.0.

MeetingPlace Web Server Administration
home page go to Admin > SSL TLS to
determine if SSL is enabled for each Unified
MeetingPlace Web Server.
Required Top of the Hour

Dialin Duration
Enter the expected duration (in minutes)

for all members of conferences to dial in at
the beginning of a meeting. Default is 5.
Range is 0.115.
This value can be obtained from the call detail

records. First, look at the report for all calls
that terminate on the MeetingPlace directory
number that are made at the top of the hour, and
notice the portion of the hour where either 80%
of the calls arrive or the number of calls per
minute drops off significantly (that is, number
of calls per minute drops to 20% of original
value), whichever comes first. Second, take
note of the time the last call in this bracket
arrives and calculate the time from the
beginning of the hour to that call. Round this
number up to the nearest minute. Third, take an
average dialin duration time across several
conference sessions.
MeetingPlace Media
Connectivity
Select the type of connectivity used for

establishing MeetingPlace sessions.
Options are T1 CAS, T1 PRI, and IP.
Default is T1 CAS.
For Unified MeetingPlace 7.0 and later

systems, IP is the only option. For Unified
MeetingPlace 5.4 and 6.0 systems, media
connectivity can be confirmed via the gateways
configured in the Administration GUI.
Server Requirements
Table 6-85 describes the function of all possible field on the Server Requirements section of the Unified
MeetingPlace screen for Individual Product Sizing scenarios. The specific fields that appear depends
upon the version of Unified MeetingPlace selected and the overall solution needs.
Table 6-85
Unified MeetingPlace Server Requirements Section
Field
Description
Number of Separate Systems

Needed
Displays the number of complete Unified MeetingPlace systems

recommended for the conferencing solution. A breakdown of the
individual Unified MeetingPlace components is shown in the fields
below.
Application Servers
or
Audio Servers
Displays the type and quantity of application/audio server platforms

Audio Blades
Displays the type and quantity of audio blades (MP-3545MS-A)

recommended for the conferencing solution. These blades are
installed in the chassis unit(s) shown in the Chassis field.

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Table 6-85
Unified MeetingPlace Server Requirements Section (continued)
Field
Description
Video Blades
Displays the type and quantity of video blades recommended for the
conferencing solution. These blades are installed in the chassis
unit(s) shown in the Chassis field.
Chassis
Displays the type and quantity of Unified MeetingPlace chassis

WebEx Nodes
or
Displays the type and quantity of WebEx collaboration or Unified

MeetingPlace Web Conferencing server platforms recommended
for the conferencing solution. To override the recommendation,
select another server from the pull-down selection list (if available).
MeetingPlace Web Servers
Displays the type and quantity of Unified MeetingPlace Web

conferencing server platforms recommended for the conferencing
solution. To override the recommendation, select another server
Outlook Integration Servers

on another server.
Lotus Notes Integration Servers

support this application.

on another server.

Servers
Displays the type and quantity of Video Integration Services server

platforms recommended for the conferencing solution.
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Unified Presence
Unified Presence
The Cisco Unified Presence tab lets you describe the characteristics of Cisco Unified Presence as
implemented in the proposed solution to be sized. This tab includes the following sections:
Note
Input
Output
For deployments where Microsoft Office Communicator is integrated with Cisco Unified Presence, note
that Microsoft Office Communicator Remote Call Control (RCC) sizing is not impacted by Unified
Presence server limits. Instead, RCC sizing is determined by CTI on Unified CM by mapping Microsoft
Office Communicator clients to CTI connections on a one-to-one basis. See Computer Telephony
Integration (CTI) Input section on page 2-3 for more information on CTI connections.
Input
This section lets you describe the input associated with Cisco Unified Presence in the proposed solution.
Table 6-86 describes the function of each field in the Input section of the Cisco Unified Presence tab.
Table 6-86
Cisco Unified PresenceInput Section
Field
Description
Input Source
Software Release
Displays the Cisco Unified Presence

release number.
Platform
Select the platform that will be used for

Cisco Unified Presence. Identify the
Cisco Unified Presence release to be
deployed, based on Release Notes, data
sheets, and features. For virtual
machines (VMs), Open Virtualization
Archive (OVA) templates are shown for
various numbers of endpoints. If a VM
value is selected, an additional Server
Type field appears allowing you to
specify the B-series or C-series Cisco
Unified Computing System hardware.
For existing deployments, in Cisco Unified

Operating System Administration for Cisco
Unified Presence, go to Show > System to
determine the platform type.
Server Type
Select the appropriate B-series (blade)

or C-series (chassis) Cisco Unified
Computing System server hardware.
This field only appears if a VM OVA
template is chosen in the Platform field.
Default value is based on the Cisco
Unified Presence OVA template chosen
in the Platform field.

docwiki.cisco.com under the category Systems and
the topic Unified Communications Virtualization.

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Table 6-86
Cisco Unified PresenceInput Section (continued)
Field
Description
Input Source
Number of Unified Presence

Users
Enter the total number of Unified

Presence users supported by the
deployment. Default is equal to the
value in the Total Number of System
Users field on the Endpoint tab of the
Unified Communications Manager.
Range is 015,000 users.

Presence Administration go to User Management
> Application Users to determine this value.
Percentage of Users in IM
Enter the percentage of users employing
Only Mode (Remaining Users a SIP-based instant messaging (IM)
in Full UC Mode)
client application. Default is 0. Range is
0100%.
For existing deployments, analyze the clients in

use. Note that Cisco Unified Personal
Communicator Release 7.x clients are SIP-based
and Unified Personal Communicator Release 8.x
clients use XMPP.
Percentage of Users using

XMPP Client (Remaining
Users Using SIP Client)

an XMPP-based instant messaging (IM)
client application.Default is based on the
value of the previous field. Range is
0100%.

clients use XMPP.
Percentage of XMPP Clients

over BOSH (CAXL)

third-party XMPP instant messaging
client applications over a
Bidirectional-streams Over
Synchronous HTTP (BOSH)
connection. Range is 0100%.

clients use XMPP.
High availability deployment Indicate if the Unified Presence

Availability (Yes) or not (No).
Determine the high availability
deployment strategy of the Cisco
Unified Presence cluster from the Cisco
Unified Presence administration and
deployment guides.
Navigate to the System Topology page and extract

the data. If there are two nodes in a cluster, it is HA;
otherwise, it is not. From the Cisco Unified
Presence administration page, navigate to System
> Topology and extract the data. If there are two
servers (instead of one) in a subcluster, then the
subcluster deployed is Highly Available. Note that
there is no High Availability (HA) option for Cisco
Unified Presence 8.0(1).
Average Active Contact List

Size per User

Presence Administration go to User Management
> Application Users and view all users. Each
user's contact size list is displayed next to their user
name.
Enter the average contact list size

maintained by each user. For Cisco
Unified Presence 6.0: Default is 30.
Range is 0100. For Cisco Unified
Presence 7.x and later: Default is 100.
Range is 0200. Determine the target
Presence User Profile for users of the
system and specify the average contact
list size.
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Table 6-86
Field
Description
Input Source
Intercluster Deployment
Select whether the deployment requires

intercluster interaction between Unified
Presence servers running the same
release (Unified Presence 8.0Unified
Presence 8.0), running different releases
(Unified Presence 8.0Unified Presence
7.x), or no intercluster interaction (No).
Default is No.

Presence Administration go to Presence >
Inter-Clustering. A list of peers is displayed (if
any).
Average Percentage of
Enter an average percentage of how
Intercluster Buddies per User many members in a typical Unified
Presence users buddy (contact) list
reside in a different cluster. Default is
25%. Range is 0100%. This field is
only available if you choose a value
other than No in the Intercluster
Deployment field.

obtained by analyzing each user and examining the
make-up of their contact lists.
Federation Deployment
Select whether the deployment includes

a federated network between the Cisco
Unified Presence server and a foreign
domain with SIP clients (SIP Based),
XMPP clients (XMPP Based), or no
interdomain federation (No). Default is
No.

Presence Administration go to Presence >
Inter-Domain Federation. Determine if any SIP
or XMPP federations have been defined.
Percentage of Federated
Buddies
Enter an estimated percentage, for a

typical Unified Presence user, of how
obtained by analyzing each user and examining the
many members of their buddy (contact) make-up of their contact lists.
list reside in a foreign network domain.
field is only available if you choose Yes
in the Federation Deployment field.
Percentage of Users with

Exchange connection
Enter the percentage of users with active

contact lists that will use Microsoft
Exchange during a meeting. Default is
50%. Range is 0100%. Determine the
number of users likely to enable the
Microsoft Exchange integration for
real-time calendaring state.
Exchange Connection
Version
Select whether presence client

applications access the Microsoft
Exchange servers using a Web-based
Distributed Authoring and Versioning
(WEBDAV) or Microsoft Exchange Web
Services (EWS) interface. Default is
WEBDAV.
For existing deployments, this value is not directly

available. Users are responsible for initiating a
connection with Exchange once it has been
enabled. To determine this value, poll each user
manually during the busy hour to determine how
many are using the connection.

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Table 6-86
Field
Description
Input Source
Percentage of Above users

Enter the percentage of users with
with Exchange connection in Microsoft Exchange connections that
a meeting
participate in meetings during the busy
hour. Default is 5%. Range is 0100%.
For existing deployments, this value is not directly

available. Users are responsible for initiating a
connection with Exchange once it has been
enabled. To determine this value, poll each user
manually during the busy hour to determine how
many are using the connection and are in a
meeting.
Number of IMs per User

during Busy Hour
Enter the number of instant messages

(IM) likely to be sent per user during the
busiest hour of the day. Default is 25.
Range is 0100.
For existing deployments, connect to the Unified

Presence server using RTMT and monitor the
Proxy Server for IMs received. Divide this by the
number of users in System > Status. If not all users
are enabled for Cisco Unified Presence, identify
the users that are enabled using Licensing >
Capabilities Assignment.
Type of Chat Enabled
Select the type of chat rooms that will be

supported: None, Adhoc Group (created
on demand), or Persistent (always there
even if no one is online chatting in
them). Default is None.

Presence Administration go to Messaging >
Conferencing and view Persistent Chat to
determine whether Enable Persistent Chat has been
configured.
Number of Group Chats
Enter the number of simultaneous chat For existing deployments, this value can be
groups. Default is 1. Range is 03. This determined by analyzing users and their usage of
field is only available if you selected
the system.
Adhoc Group or Persistent in the Type of
Chat Enabled field.
Number of Users per Room
Enter the average number of users per

chat room. Default is 4. Range is 2100. determined by analyzing users and their usage of
This field is only available if you
the system.
selected Adhoc Group or Persistent in
the Type of Chat Enabled field.
Average Number of IMs per

Chat
Enter the instant messages (IM) likely to For existing deployments, this value can be
be sent between users during a chat
determined by analyzing users and their usage of
session. Default is 10. Range is 0100. the system.
This field is only available if you
selected Adhoc Group or Persistent in
the Type of Chat Enabled field.
Average Number of
Call-Related State Changes
Enter the average number of call-related

state changes per user that occur during
the busy hour. Default is 8. Range is
220.
For existing deployments, log into the SIP proxy

server and gather PUBLISH data, number of
PUBLISHs per user on voice or video connections
(IMs excluded), and divide by the number of users.
Average Number of
User-Initiated State Changes
Enter the average number of

user-initiated state changes per user that
occur during the busy hour. Default is
0.50. Range is 0.0010.00. Determine
the activity per user related to voice and
video state changes that can occur
during a busy hour.
For existing deployments, log into the SIP proxy

server and gather PUBLISH and MESSAGE data,
number of PUBLISHs and MESSAGEs per user on
voice, video, or instant message connections, and
divide by the number of users.
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Table 6-86
Field
Description
Input Source
Presence Web Service
Indicate whether 3rd party application

programming interfaces (APIs) are
required for the deployment for web
services application clients (Yes) or not
(No). Default is no 3rd party interfaces
for web services (No).

Presence Administration go to System > Security
> Settings. The configuration Enable XMPP Client
to CUP Secure Mode refers to 3rd party API usage.
Percentage of Users on
Presence Web Service
Enter the percentage of presence users For existing deployments, this value can only be
employing a 3rd party API for web
determined by analyzing users and their usage of
services. This field is only available if
the system.
the Presence Web Services field is set to
Yes. Default is 5%. Range is 0100%.
Average Number of Presence Enter the number of entities that may

For existing deployments, this value can only be
Entities per User
request presence information about each determined by analyzing users and their usage of
user from Unified Presence servers via a the system.
3rd party API. This field is only
available if the Presence Web Services
field is set to Yes. Default is 5. Range is
0250.
Compliancy Enabled
Indicate whether compliance logging for For existing deployments, in Cisco Unified
all instant messaging associated with
Presence Administration go to Messages >
Cisco Unified Presence is enabled (Yes) Compliance to determine the setting.
or not (No). Default is No.
Output
This section lets you describe the output associated with Cisco Unified Presence in the proposed
solution. Table 6-87 describes the function of each field in the Output section of the Cisco Unified
Presence tab.
Table 6-87
Cisco Unified PresenceOutput Section
Field
Description
Max Number of Users per Server
Displays the maximum number of users per Cisco Unified

Presence server.
Max Total Number of Users Supported per Displays the total number of users supported per Cisco
Unified Presence server cluster.
Unified Presence Server cluster1
1. The total number of users in a Cisco Unified Presence cluster may depend on the number of users in the Unified CM cluster.

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Chapter 6
Unified Communications Manager Session Management

Edition
The Cisco Unified Communications Manager Session Management Edition tab lets you describe the
characteristics of Cisco Unified Communications Manager Session Management Edition as implemented in
the proposed solution to be sized. This tab includes the following sections:
Options
Traffic Distribution
Summary
Options
This section lets you describe the input associated with Cisco Unified Communications Manager Session
Management Edition in the proposed solution. Table 6-88 describes the function of each field in the Cisco
Unified Communications Manager Session Management Edition Options tab.
Table 6-88
Cisco Unified Communications Manager Session Management Edition Options Section
Field
Description
Input Source
Software Release
Select the Cisco Unified

Communications Manager Session
Management Edition release that will be
used for this deployment.
Platform
Select the platform that will be used for

Cisco Unified Communications Manager
Session Management Edition
(MCS-7845-I3, VM - UCM_7500,
MCS-7845-I2).
Centralized Off-Net Trunk

Protocol
Select the Trunk Protocol that will be

used (H.323 Annex M1,SIP, H.323,
MGCP (QSIG), MGCP (Q931), SIP
(QSIG)).
Total Number of Users
Enter the total number of Unified

Communications Manager Session
Management Edition users supported by
the deployment. Default is 0. Range is
0500,000 users.
Average BHCA per User

attempts per hour per user during the
busy hour. Default is 4. Range is 015.

CHT (min)
Enter the average Call Holding Time, in For existing deployments, an analysis of the CDR
minutes. Default is 3.
records would be necessary to determine the
average call duration.
Number of Route Patterns
Enter the number of routing patterns.

Default is 15000.

Records can provide this information.
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Table 6-88
Field
Description
Input Source
Number of Translation
Patterns
Enter the number of translation patterns.

Translation patterns are advanced dial
plan construct. Default is 10000.
Percentage of User BHCA

On-Net
Enter the percentage of User BHCA that For existing deployments, analysis of Call Detail
are On-Net (stay entirely within the sys- Records can provide this information.
tem being sized). Default is 66%. Range
is 0 to 100%.
Percentage of User BHCA

Off-Net
Enter the percentage of User BHCA that For existing deployments, analysis of Call Detail
are Off-Net (that originate or terminate Records can provide this information.
from an external system, for example
the PSTN). Default is 34%. Range is 0
to 100%.
Percentage of Total Number

of Users
Enter the percentage of the total number

of users per trunk type to SME. Range is
0 to 100%.
BHCA On-Net Intracluster
Displays the number of Busy Hour Call This field is display only.
Attempts between Phones in the same
cluster/UC System (calls are not routed
through SME).
BHCA On-Net Intercluster

(same protocol)
Enter the number of Busy Hour Call

Attempts between Phones in different
clusters/ UC systems that use the same
Trunk protocol to SME (calls between
clusters using the same Trunk protocol
to SME).
BHCA On-Net Intercluster

(different protocol)
Attempts between Phones in different
clusters/UC systems that do not use the
same Trunk protocol to SME (calls
between clusters using different Trunk
protocols to SME).
BHCA Off-Net
Attempts to Off Net destinations (Calls
to the PSTN via SME).
Percentage of Calls Sent to

Centralized Voicemail

sent to the Centralized Voicemail
connected to the SME cluster. Default is
50%. Range is 0100%.
Percentage of Users with

Remote Destination
Enter the percentage of users that have a For existing deployments, the value entered in this
Remote Destination. Range is 0 to100% field can be determined by finding the number of
Remote Destinations and Mobility Identities
configured on the system using the Find and List
Remote Destinations page under Cisco Unified CM
Administration and dividing by the total number of
users.

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Table 6-88
Field
Description
Input Source
Average Number of Remote

Destinations per User
Enter the average number of remote

destinations each user will have. Default
for this field is 1, because large numbers
of remote destinations per user result in
a significant increase in PSTN gateway
utilization. Range is 110.

should correspond to the average number of
Remote Destinations or off-system phones Cisco
Unified Mobility users will have. A remote
destination is typically a mobile phone, but
additional off-system phones such as a home phone
can be defined.
For existing deployments, the value entered in this
field can be determined by finding the number of
Remote Destinations configured on the system
using the Find and List Remote Destinations page
under Cisco Unified CM Administration and
dividing by the total number of Remote Destination
Profiles configured on the system.
Max Number of Additional

Conferencing Sessions

Additional Conferencing Sessions to a
centralized conferencing system
connected to the SME cluster.
Conferencing Sessions Dial

In Interval (min)
Users typically call into a conference

over a short period of time at the start of
the conference (for example, at the
beginning of the hour). Enter the time
period during which the first and last
user will typically call into a conference.
Range is 1 to 5 minutes.
Additional Number of
Unified CC Agents in Leaf
Cluster
Contact Centre Agents typically have a

much higher BHCA and different
Average Call Holding Time value than
regular users. If you have contact centre
agents in your leaf clusters, add the
number of agents here. Range is 0 to
10,000.
The number of agents is considered to be in

addition to the "Total number of Users" entered
earlier. Do not include these contact centre agents
in the value for your total number of users.
Average BHCA per Agent
Enter the average BHCA per Agent.

Range is 3 to 30.

Average Agent Processing

Time
Enter the average Agent processing

time, in minutes. Range is 2 to 20.
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Traffic Distribution
Table 6-89 describes the function of each field in the Traffic Distribution section of the Cisco Unified
Communications Manager Session Management Edition tab.
Table 6-89
Cisco Unified Communications Manager Session Management EditionTraffic

Distribution Section
Field
Description
Intercluster Calls - Same Protocol
Displays the BHCA, the average CPS, and the average

number of SME calls, for Intercluster calls that are using
the same PSTN Trunk Protocol.
Intercluster Calls - Different Protocol

number of SME calls, for Intercluster calls that are not
using the same PSTN Trunk Protocol.
Off-Net Calls

number of SME calls, for calls that are Off-Net (that
originate or terminate from an external system, for
example the PSTN).
Voicemail Calls

number of SME calls, for calls to Voicemail.
SNR Calls

number of SME calls, for SNR calls.
Conference Calls

number of SME calls, for Conference calls.
Unified CCE Calls

number of SME calls, for Unified CCE calls.
Summary
Table 6-90 describes the function of each field in the Summary section of the Cisco Unified
Communications Manager Session Management Edition tab.
Table 6-90
Cisco Unified Communications Manager Session Management Edition Summary

Section
Field
Description
Traffic Summary
Displays the BHCA, the average CPS, and the number of

SME calls for each Trunk Protocol.
Call Processing Server Requirement
Displays the Unified CM Call Processing Server Pairs

Needed and the Unified CM Call Processing Server
Capacity Utilization.
Trunk Sizing
Displays the Trunk Average Calls, the Average Trunk

(DS0) Utilization, and Actual Trunks Needed values.

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Chapter 6
Cisco MediaSense
Cisco MediaSense
Cisco MediaSense can be sized as part of a System Release Sizing or Compatible Components Sizing
scenario as discussed in Sizing a Solution with Cisco MediaSense section on page 4-16.
Table 6-91 describes the function of each field in the Cisco MediaSense page.
Table 6-91
Cisco MediaSense
Field
Description
Input Source
Software Release
Select the software release of the

MediaSense being used.
Percentage of IPT Calls being

Recorded
Enter the percentage of IPT calls being

recorded.
The IPT calls are handled by UCM only

without UCC, and are derived from number of
phones, number of busy hour users in
Endpoints tab, and ACHT per User in Traffic
Mix tab, in the Communications Manager
component.
Number of Concurrent Audio

Calls being Recorded
Displays the number of concurrent audio

calls being recorded.
If UCC is not included, this field will show the

calls from UCM only. If UCC is included and
UCCE is selected, this value will add the
inbound and outbound calls being recorded by
UCM (set in each workflow in inbound tab)
from UCCE component. If UCC is included
and UCCX is selected, this value will add the
inbound and outbound calls from UCCX
component.
Number of Audio Calls Per

Second
Displays the number of audio calls per

second being handled by MediaSense.

Calls being Played Back
Enter the number of audio calls you want to This number is based on your requirements.
play back. Default is 0.

Calls being Monitored
Enter the number of calls you want to

This number is based on your requirements.
monitor. Default is 0. Maximum is smaller
than or equal to Number of Concurrent
Audio Calls being Recorded.
Number of Concurrent HTTP

Download Sessions
Enter the number of HTTP download

sessions. Default is 0.
Number of Concurrent API

Requests
Enter the number of calls you want to

convert to MP4 format file. Default is 0.
Number of Days for Retaining Enter the number of days you want the
Recorded Calls
recorded calls to be retained before purging
them from MediaSense records . Default is
30. Range is 1 to 120.
Recording Session Duration
(in Hours/Day)
Enter the number of hours per day during

which calls will be recorded. Default is 8.
Range is 0 to 24.
Percentage of Total Recordings Enter the percentage of recordings that use This will affect the storage usage.
in G.711
G.711 codec. Default is 50%. Range is 0 to
100%.
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Table 6-91
Cisco MediaSense (continued)
Field
Description
Input Source
Percentage of Total Recordings Displays the percentage of recordings that

in G.729
use G.729 codec.
Percentage of Total Recordings Enter the percentage of total recordings
This will affect the storage usage.
Converted to MP4
being converted to MP4 format. Default is
0%. Range is 0 to 100%.
Number of Clusters Required
Displays the number of clusters required

for the solution.
Server Type
Select the type of server being used for the Select server type based on your MediaSense
solution (B200 M1, B200 M2, C210 M1, deployment.
C210 M2).

Cisco Intercompany Media Engine (IME) servers can be sized as part of a System Release Sizing or
Compatible Components Sizing scenario as discussed in Sizing a Solution with Cisco Intercompany
Media Engine section on page 4-18.
Table 6-91 describes the function of each field in the Cisco Intercompany Media Engine page.
Table 6-92
Field
Description
Input Source
Software Release
Displays the software version of the

Intercompany Media Engine selected,
based on the version chosen when the
sizing scenario was defined.
Number of DNs Enrolled into

IME Service
Enter the total number of directory

numbers (DNs) that will be
shared/published between IME servers in
the IME distributed cache ring. Default is
the same value entered in the Total Number
of DNs field on the Unified
Communications Manager Dial Plan tab.
Range is 0 to the value entered in the Total
Number of DNs field on the Unified
Communications Manager Dial Plan tab.

Directory Number and click Find without
applying any filters. The system displays a list
of directory numbers with the total that could
be enrolled into IME service shown at the top.
For a new system, the total amount of directory
numbers can be estimated by multiplying the
number of expected users by the average
number of DNs each user will be assigned.

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Table 6-92
Cisco Intercompany Media Engine (continued)
Field
Description
Input Source
Percentage of IME Enrolled

DNs Assigned to Server
Enter the percentage of enrolled directory

numbers allocated to each IME server.
Default is 100% for the first IME server.
Range is 0100%. To add additional IME
servers and distribute the directory
numbers across multiple servers, enter a
value less than 100% in this field and then
click Add. Note that the total of the
percentages assigned to all IME servers
must equal 100%. To remove a server, enter
0 in this field and redistribute the
percentages amongst the other server(s);
after you leave and then return to the Cisco
Intercompany Media Engine page, that
server will no longer appear.
Based on network design specification,

determine if load-balancing is required and if
so, have the load should be distributed across
multiple servers.
Platform
Select the Cisco Intercompany Media

Engine server type from the pull-down
selection list. Default is MCS-7845-I3.
Indicate whether the IME server

Availability (Yes) or not (No). Default is
Yes.
Choose the server type based on the required

capacity of the IME service. Cisco MCS-7825
servers can host up to 10,000 users, while
Cisco MCS-7845 servers can host up to 40,000
users.
This field modifies the behavior of the sizing
tool and specifies the desired type of sizing for
the system. When this option is selected, the
sizing tool adds additional servers to allow for
high availability.
Actuals
Displays the number of actual directory

numbers (DNs) allocated to each IME
server based on previous entries. This
value is calculated by applying the value in
the Percentage of IME Enrolled DNs field
to the total number of DNs entered in the
Number of DNs Enrolled into IME Server.

The following Unified Communications Management Application servers can be seasides part of a
System Release Sizing or Compatible Components Sizing scenario as discussed in Sizing a Solution
with Unified Communications Management Applications section on page 4-19:
Unified Communications Provisioning Manager
Unified Communications Operations Manager
Unified Communications Service Monitor
Unified Communications Service Statistics Manager
Each type of server can be sized separately. Table 6-93 describes the function of each field in the various
Unified Communications Management Application tabs.
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Table 6-93
Cisco Unified Communications Management Applications
Field
Description
Input Source
Total Number of Endpoints

Managed by Unified
Provisioning Manager
Enter the total number of endpoints

(Unified IP Phones, Unified Personal
Communicator, and so forth) that may be
administered using the Unified
Provisioning Manager application. Default
is the same value as the Total Number of
Devices field on the Unified
Communications Manager Endpoints tab.
Range is 0 to the total of all endpoints
configured in the network. To use this same
endpoint total for sizing all other Unified
Applications, click Propagate Value.

Provisioning Manager user interface and select
Advanced Setup > Phone. On the Phone
Inventory Management page, select each
domain and click Search Phone to generate a
Phone Inventory Report for that domain.

Monitored by Unified
Operations Manager

Communicator, and so forth) monitored by
the Unified Operations Manager
application. Default is the same value as
the Total Number of Devices field on the
Endpoints tab. Range is 0 to the total
amount of all endpoints configured in the
network. To use this same endpoint total
for sizing all other Unified
Applications, click Propagate Value.
For existing deployments, log into the Cisco

Unified Operations Manager user interface and
select Devices > Device Management. On the
Device Management: Summary page, the Total
Phones field indicates the number of endpoints
monitored by the Unified Operations Manager
application.
Total Number of Other Devices Enter the total number of other devices
Monitored by Unified
(such as switches and routers) monitored
Operations Manager
by the Unified Operations Manager
application. Default is 0. Range is 0 to the
total amount of devices configured in the
network.
For existing deployments, log into the Cisco

Unified Operations Manager user interface and
select Devices > Device Management. On the
Device Management: Summary page, the Total
Devices field indicates the number of devices
other than phones monitored by the Unified
Operations Manager application.

Monitored by Unified Service
Monitor
For existing deployments, log into the Service

Monitor user interface and select
Configuration > Monitored Phones. On the
Monitored Phones page, the Total Known
Phone Count field indicates the number of
endpoints monitored by the Unified Service
Monitor application.

Communicator, and so forth) monitored
using the Unified Service Monitor
application. Default is the same value as
the Total Number of Devices field on the
Endpoints tab. Range is 0 to the total of all
endpoints configured in the network. To
use this same endpoint total for sizing all
other Unified Communications
Management Applications, click
Propagate Value.

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Table 6-93
Cisco Unified Communications Management Applications (continued)
Field
Description
Input Source

Managed by Unified Service
Statistics Manager

Communicator, and so forth) monitored
using the Unified Service Statistics
Manager application. Default is the same
value as the Total Number of Devices field
on the Unified Communications Manager
Endpoints tab. Range is 0 to the total of all
endpoints configured in the network. To
use this same endpoint total for sizing all
other Unified Communications
Management Applications, click
Propagate Value.
For existing deployments, log into the Service

Statistics Manager Administration Console
and click About in the upper-right corner. In
the window that appears, the Number of
Phones Licensed field indicates the maximum
number of endpoints that may be monitored by
the Unified Service Statistics Manager
application.
Type of Server
Displays the recommended Unified

Communications Application Management
server configuration, including the
number/type of CPUs, amount of memory,
and hard disk capacity. To override the
recommendation, select another server
For existing deployments, use the Windows

operating system implementation of the host
resources MIB, defined in RFC 1514, to
examine the server platform characteristics
such as processors, storage, and memory.
Equivalent Server
Displays the recommended Unified

Communications Application Management physical hardware that is used for the
server platform. To override the
deployment.
recommendation, select another server
from the pull-down selection list. For
virtual machines (VMs), Open
Virtualization Archive (OVA) templates
are shown for various numbers of
endpoints. If a VM value is selected, an
additional Server Type field appears
allowing you to specify the B-series or
hardware.
Equivalent Server Type

field only appears if a VM OVA template is
chosen in the Equivalent Server field.
Default value is based on the OVA template
chosen in the Equivalent Server field.

docwiki.cisco.com under the category Systems
and the topic Unified Communications
Virtualization.
Number of Servers
Displays the recommended number of

servers to run the Cisco Unified
Management application in your
deployment. Default is the same value as
the Estimated Minimum Number of
Clusters field on the Unified
Communications Manager Output tab.
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Cisco Unified Communications Management Applications (continued)
Field
Description
Input Source
Average Utilization
Displays the average percentage of server

resources consumed during operation
based on the number of endpoints/devices
monitored. Default is 1%. Range is
0100%.
Gateways
Cisco IOS gateways can be sized in one of two ways:

Sizing Gateways section on page 2-21. For these scenarios, using the tables provided in
GatewaysSystem Release Sizing or Compatible Components Sizing Scenario.
As part of an Individual Product Sizing scenario as described in Sizing Individual Gateways

section on page 5-17. For this scenario, use the tables provided in GatewaysIndividual Sizing
Scenario.
GatewaysSystem Release Sizing or Compatible Components Sizing Scenario

This tab lets you identify the gateways to be included in the solution. Gateways are identified in one or
more groups. You can choose grouping criteria based on protocol, location, hardware type, capacity,
PSTN integration type, and so on, or a shared combination of these attributes.
Enter the characteristics of the gateways for all the groups that you define. This section displays the total
load that needs to be allocated to gateway groups.
This tab includes the following sections:
Gateways Group
Load That Needs To Be Allocated To All Gateway Groups
Load That Needs to Be Allocated to Remaining Gateway Groups
Gateways Group [n]
Gateways Output
Gateways Group
This section shows a summary of each gateway group that you have defined. Table 6-94 shows the
function of each field in the Gateways Group section of the Gateways tab.
Table 6-94
GatewaysGateways Group Section
Field
Description
Add a New GW Group
Click this button to define a new gateway group.

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Table 6-94
GatewaysGateways Group Section (continued)
Remove Selected
Click this button to delete the current gateway group.
Reset
Click this button to reset the current gateway group.
Save
Click this button to save the current gateway group.
Gateways Group [n]
Displays the Total IPT Load, Total Unified CCE Inbound

Load, and Total Unified CCE Outbound Load for the
Gateway Group.
Load That Needs To Be Allocated To All Gateway Groups

Table 6-95
GatewayLoad that needs to be allocated to all gateway groups
Field
Description
Total PSTN TDM-IP IPT Load to All

Gateway Groups
Displays the Erlangs of IPT load and the number of phones

(agents) that need to be allocated to all gateway groups.
Total PSTN TDM-IP Unified CCE

Inbound Load to All Gateway Groups
Displays the Erlangs of inbound Unified CCE load that need

to be allocated to all gateway groups.

Outbound Load to All Gateway Groups

to be allocated to all gateway groups.

Displays the Erlangs of inbound Unified CCE / Unified
Inbound / Unified CCX Inbound Load to CCX load that need to be allocated to all gateway groups.
All Gateway Groups
Total VoiceXML Load to All Gateway
Groups
Displays the Erlangs of VoiceXML load that need to be

allocated to all gateway groups.
Total Unified Border Element IP-IP

Load to All Gateway Groups
Displays the Erlangs of Cisco Unified Border Element IP-IP

load that need to be allocated to all gateway groups.
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Load That Needs to Be Allocated to Remaining Gateway Groups

Table 6-96
GatewayLoad that needs to be allocated to remaining gateway groups
Field
Description
Total PSTN TDM-IP IPT Load to

Remaining Gateway Groups
Displays the Erlangs of PSTN TDM-IPT load and the

number of phones (agents) that need to be allocated to
remaining gateway groups.

Inbound Load to Remaining Gateway
Groups

to be allocated to remaining gateway groups.

Outbound Load to Remaining Gateway
Groups

to be allocated to remaining gateway groups.

Displays the Erlangs of inbound Unified CCE / Unified
Inbound / Unified CCX Inbound Load to CCX load that need to be allocated to remaining gateway
Remaining Gateway Groups
groups.
Total VoiceXML Load to Remaining
Gateway Groups
Displays the Erlangs of VoiceXML load that need to be

allocated to remaining gateway groups.
Total Unified Border Element IP-IP

Load to Remaining Gateway Groups
Displays the Erlangs of Cisco Unified Border Element IP-IP

load that need to be allocated to remaining gateway groups.

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Gateways Group [n]

This section lets you define the characteristics of every gateway group that you have identified. Enter
the characteristics of the first group and click Save when finished. To define a new group, click add a
new gateway group.
Table 6-97 and Table 6-98 describes the function of each field in this section.
Table 6-97
GatewaysLoad Input
Field
Description
Percentage of PSTN TDM-IP IPT Load Enter the percentage of IPT load that
to Gateway Group 1
should be assigned to this gateway
group. Default is 100%. Range is
0100%.
Input Source
Track through RTMT and third-party
gateway tools. This is gateway-specific,
refer to the operating manual.
Percentage of PSTN TDM-IP Unified

Enter the percentage of inbound Unified Track through RTMT and third-party
CCE/Unified CCX Inbound Load to All CCE load that should be assigned to this gateway tools. This is gateway-specific,
Gateways
gateway group. Default is 100%. Range refer to the operating manual.
is 0100%.
Enter the percentage of inbound Unified Track through RTMT and third-party
CCX Inbound Load to Gateway Group 1 CCX load that should be assigned to this gateway tools. This is gateway-specific,
gateway group. Default is 100%. Range refer to the operating manual.
is 0100%.
Enter the percentage of outbound
CCE Outbound Load to Gateway Group Unified CCE load that should be
assigned to this gateway group. Default
is 100%. Range is 0100%.

Percentage of VoiceXML Load to

Gateway Group 1
Enter the percentage of VoiceXML load Track through RTMT and third-party
that should be assigned to this gateway gateway tools. This is gateway-specific,
group. Default is 100%. Range is
0100%.
Percentage of Unified Border Element

IP-IP Load to Gateway Group 1
Enter the percentage of Cisco Unified

Border Element IP-IP load that should
be assigned to this gateway group.

Field
Description
Input Source
Gateway Platform
Select the voice gateway platform used

by gateways in this gateway group.
Default is Cisco 3845.
For existing deployments, in Unified

CM Administration go to Device >
Gateway. The Voice Gateway Platform
is listed under the Device Type column.
Software Release
Select the IOS software release used by For existing deployments, Telnet to a
gateways in this gateway group.
gateway in the group and type show
version.
Table 6-98
GatewaysInput
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Table 6-98
GatewaysInput (continued)
Field
Description
Input Source
Gateway Type
Select whether the Gateways in this

Analyze the role of the gateway in the
group are Standalone, that is, they are
network.
dedicated for voice functions or whether
they are used for data as well as voice.
Default is Dedicated Voice Gateway.
Enter the highest acceptable probability This is per user preference regarding
as a percentage that a call will be
quality. A value of 1% is generally
blocked. Default is 1%. Range is
accepted in the industry.
0.0110%.
Physical Locations
Enter the number of physical locations

where gateways of this gateway group
will be located. Default is 1. Range is 0
to the value entered in the
Locations/Branches field on the
Deployment Model tab of the Unified
GW Used as SRST or CME
Select Yes if this gateway group is used For existing deployments, analyze the
for SRST or CME. Default is No.
information on the gateway; in Unified
CM Administration go to Device >
Gateway and in Unified CM
Administration > System > SRST.
For existing deployments, examine the

locations attribute of gateways; in
Unified CM Administration go to
Device > Gateway.
Gateways Output
Table 6-99 describes the function of each field on the Output section of the Gateways tab.
Table 6-99
GatewaysOutput
Field
Description
GW Group [n] needed
Displays the number of gateways required in this gateway

group.
GW group [n] Resource Capacity

Utilization
Displays the expected resource capacity utilization of each

gateway in this gateway group.

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GatewaysIndividual Sizing Scenario

If you selected Gateway as a component in an Individual Sizing scenario, you are offered the following
options, depending on your selection in the Gateway Platform field of the Input section:
Gateways (Individual Sizing)Input
Gateways (Individual Sizing)PSTN TDM-IP Traffic and Options
Gateways (Individual Sizing)VoiceXML Traffic and Options
Gateways (Individual Sizing)Output
This section lets you define sizing data for the gateways included in the solution. Table 6-102,
Table 6-104, and Table 6-106 describe the function of each field in this section.

This section lets you define input data for the PSTN TDM-IP, VoiceXML, and Cisco Unified Border
Element IP-IP gateways included in the solution. Table 6-100, Table 6-102, Table 6-104, and
Table 6-106 describe the function of each field in the section.
Table 6-100
Field
Description
Input Source
Gateway Platform
Select the voice gateway platform used

by these gateways.

Administration go to Device > Gateway. The
Voice Gateway Platform is listed under the Device
Type column.
Software Releases
Select the IOS software release used by For existing deployments, Telnet to a gateway in
these gateways.
the group and type show version.
Gateway Type
Select whether the Gateways in this

Analyze the role of the gateway in the network.
group are Standalone, that is, they are
dedicated for voice functions or whether
they are used for data as well as voice.
Default is Dedicated Voice Gateway.
Enter the highest acceptable probability This is per user preference regarding quality. A
as a percentage that a call will be
value of 1% is generally accepted in the industry.
blocked. Default is 1%. Range is
0.0110%.
Physical Locations
Enter the number of physical locations For existing deployments, examine the locations
where gateways of this gateway group
attribute of gateways; in Unified CM
will be located. Default is 1. Range is 0 Administration go to Device > Gateway.
to the value entered in the
Locations/Branches field on the
Deployment Model tab of the Unified
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Gateways (Individual Sizing)PSTN TDM-IP Traffic and Options

Table 6-101 describes the function of each field on the PSTN TDM-IP Traffic section of the Gateways
screen.
Table 6-101
Gateways (Individual Sizing)PSTN TDM-IP Traffic
Field
Description
Input Source
Total BHCA

01,000,000
For existing deployments, Call Detail Records

Analysis and Reporting provide summary reports
that give a basic snapshot view of BHCA.
Average Call Handling Time

(min)

per user. Default is 3. Range is
0.5020.00
For existing deployments, an analysis of the CDR

Average Number of TDM-IP

Calls
Displays the average number of TDM-IP This field is display only.

calls.
Table 6-102 describes the function of each field on the PSTN TDM-IP Options section of the Gateways
screen.
Table 6-102
Gateways (Individual Sizing)PSTN TDM-IP Options
Field
Description
Input Source
Gateway Voice Security
Select the security option used by

For existing deployments, check whether IPSec has
gateways in this gateway group. Default been enabled in the network infrastructure between
is No encryption.
the Unified CM and gateways in this gateway
group.
TDM-PSTN Integration
Select the link type used for integration For existing deployments, in Unified CM
with the PSTN for this gateway group. Administration go to Device > Gateway. PSTN
Default is T1.
integration can be found in the modules used in
various slots in the gateways.
Gateways (Individual Sizing)VoiceXML Traffic and Options

Table 6-103 describes the function of each field on the VoiceXML Traffic section of the Gateways
screen.
Table 6-103
Gateways (Individual Sizing)VoiceXML Traffic
Field
Description
Input Source
Total BHCA

0500,000.


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Table 6-103
Gateways (Individual Sizing)VoiceXML Traffic
Field
Description
Input Source

(min)

0.2020.00

Average Number of VXML

Sessions
Displays the average number of

VoiceXML sessions.
Table 6-104 describes the function of each field on the VoiceXML Options section of the Gateways
screen.
Table 6-104
Gateways (Individual Sizing)VoiceXML Options
Field
Description
Input Source
Local Router Input
Select the local router input as DTMF or This parameter applies to where caller input is
ASR/TTS. Default is DTMF.
recognized: locally on the gateway itself (DTMF
only), or DTMF and speech input using an
ASR/TTS server.
VoiceXML Control
Specify where the VoiceXML

application is attached on the gateway
by selecting IP-Side or PSTN-Side.
Default is IP-Side.
This parameter allows specification of where the

VoiceXML script is attached on the gateway, on the
POTS or VoIP dial-peer. If the application is
attached in the POTS dial-peer then select
PSTN-Side. If the application is attached on the
VOIP dial-peer, then select IP-Side.
Secure HTTP &/or

Javascript-Intensive
Applications
Select the appropriate option based on

what the gateway is going to perform.
The available options are HTTP & CU
Call Studio, HTTPS & CU Call Studio,
and HTTP & Javascript. Default is
HTTP & CU Call Studio.
If you intend on deploying the VoiceXML gateway

using HTTP and executing non-Javascript
intensive VoiceXML scripts written in Cisco
Unified Call Studio, then select HTTP & CU Call
Studio.
If the VoiceXML gateway uses Secure HTTP
(HTTPS) and executes non-Javascript intensive
VoiceXML scripts written in Cisco Unified Call
Studio, then select HTTPS & CU Call Studio.
If the VoiceXML gateway uses HTTP and executes
VoiceXML scripts that are javascript intensive,
then select the third option, HTTP & Javascript.
Note
Standalone VXML model does not support the following deployment options: IP side and PSTN side;
Basic, Java-Intensive Applications (formerly OSDM), and HTTPS

Table 6-105 describes the function of each field on the Unified Border Element IP-IP Traffic section of
the Gateways screen.
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Table 6-105
Gateways (Individual Sizing)Unified Border Element IP-IP Traffic
Field
Description
Input Source
Total BHCA

02,000,000


(min)

0.5020.00

Average Number of IP-IP

Calls
Displays the average number of IP-IP

calls passing through the Unified Border
Element.
Table 6-106 describes the function of each field on the Unified Border Element IP-IP Options section of
the Gateways screen.
Table 6-106
Gateways (Individual Sizing)Unified Border Element IP-IP Options
Field
Description
Input Source
Signaling Interworking
Select the incoming or outgoing trunk

types (IP protocol on Unified CM and
non Unified CM side). The available
options are: H.323-H.323 and H.323SIP in case there are no SIP trunks on the
Unified CM side; SIP- H.323 and
SIP-SIP in case there are no H.323
trunks on the Unified CM side;
H.323/SIP-H.323 and H.323/SIP- SIP in
case there are both H.323 and SIP trunks
on the Unified CM side. Default is
always the first option.
Analyze the configuration on the Unified CM and

Cisco Unified Border Element to determine the
types of IP signaling protocols being used towards
the Unified CM and the remote side.
Gateway Used as Unified

SRST or Unified CME
Select whether this gateway will provide Analyze the role of the gateway in the network.
call control for the cluster if
connectivity to the Unified CM is lost.
Possible values are No, Yes as SRST
(the gateway must be configured as a
Unified SRST device), or Yes as CME
(the gateway must be configured as a
Express device). Default is No. This
field is only available if VoiceXML
traffic is disabled on this gateway (if the
Total BHCA field in the VoiceXML
Traffic section is set to 0.
Table 6-107 describes the function of each field on the IP-IP Traffic section of the Gateways screen.

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Table 6-107
Gateways (Individual Sizing)IP-IP Traffic
Field
Description
Input Source
Total User BHCA

attempts per hour per user during the
busiest hour when the gateway is
functioning as a Unified SRST or
Unified CME device. Default is 30000.
Range is 03,000,000. This field is only
available if the Gateway Used as Unified
SRST or Unified CME field is set to Yes
as SRST or Yes as CME.

(min)
Enter the average duration of a call (in For existing deployments, an analysis of the CDR
minutes) by each user when the gateway records would be necessary to determine the
is functioning as a Unified SRST or
Unified CME device. Default is 3.
Range is 0.5020.00. This field is only
available if the Gateway Used as Unified
SRST or Unified CME field is set to Yes
as SRST or Yes as CME.
Gateways (Individual Sizing)Output

Table 6-108 describes the function of each field on the Output section of the Gateways screen.
Table 6-108
Gateways (Individual Sizing)Output Section
Field
Description
Gateways Needed
Displays the total number of gateways required for this

solution.
DS0s per Gateway Needed
Displays the number of DS0s per gateway required for this

solution.
T1s/E1s per Gateway Needed
Displays the number of T1/E1s per gateway required for

this solution.
Gateway DS0 Utilization
Displays the expected DS0 utilization of each gateway for

this solution.
Gateway Resource Capacity Utilization
Displays the expected resource capacity utilization of each

gateway for this solution.
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The IOS Router DSP Calculator tool can only be used as part of an Individual Product Sizing scenario
as described in Sizing IOS Router DSP Resources section on page 5-19. The IOS Router DSP
Calculator screen includes the following sections:
TDM Services
Network Module Configuration
IP Services
Conferencing
TDM Services
Table 6-109 describes the function of each field in the TDM Services section of the IOS Router DSP
Calculator screen.
Table 6-109
DSP Calculator TDM Services
Field
Description
Input Source
Router Model
Select the model of Cisco router that will be

used.
For existing deployments, identify the exact

router model by physically view the chassis.
Router IOS
Select a Cisco IOS release from the drop down For existing deployments, Telnet to the router
list. The list shows only Cisco IOS releases
and type show version.
supported on the selected router model.
Channels Configured
Displays the number of DS0 channels

configured, dynamically updated based on the
interface cards selected in the Onboard Slots
and the allocation of codec call types in the
fields below.
Onboard Slots
Select the type of onboard interface card

For existing deployments, physically view the
installed in each of four slots in the router.
router and note the module in each of the
Only interface cards that are compatible with onboard slots.
the selected router model and Cisco IOS
release are shown. Various signaling/interface
types may be shown, including FXO (foreign
exchange office), FXS (foreign exchange
subscriber), DID (direct inward dial), E&M,
BRI (ISDN Basic Rate), PRI (ISDN Primary
Rate), T1, E1, or G.703.
Max Voice Calls Supported

Supported
Displays the maximum number of

simultaneous voice calls possible on this
interface card.
This value is automatically calculated based

on the module selected.

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Table 6-109
DSP Calculator TDM Services (continued)
Field
Description
Input Source
G.711 Fax pthrough Modem

pthrough
Enter the maximum number of simultaneous

G.711 codec, fax passthrough, and modem
passthrough calls that you intend to run during
the busiest hour of the day. The total of this
field plus the other three codec fields cannot
exceed the number in the corresponding Max
Voice Calls Supported field. Default is 0.
Range is 0 to the total in the Max Voice Calls
Supported field.
For existing deployments, Telnet to the router

and type show running-config. Scroll down
to the dial-peer configuration specific for each
slot/port and note the codec used. If it is
G.711, then estimate the number of calls
required for this codec. If fax passthrough or
modem passthrough is configured for this
port, factor in those values as well.

G.726, T.38/Cisco Fax Relay, G.729 A/B, and
G.722 codec calls that you intend to run
during the busiest hour of the day. The total of
this field plus the other three codec fields
cannot exceed the number in the
corresponding Max Voice Calls Supported
field.Default is 0. Range is 0 to the total in the
Max Voice Calls Supported field.

G.722, G.726, or G.729 A/B, then estimate the
number of calls required for those codecs. If
fax relay is configured for this port, factor in
those values as well.
G.729 /G.729 B G.723 G.728 Enter the maximum number of simultaneous

Modem Relay iLBC
G.729, G.729B, G.723, G.728, Modem Relay,
and iLBC codec calls that you intend to run

G.723, G.728, G.729, G.729B or iLBC, then
estimate the number of calls required for those
codecs. If modem relay is configured for this
port, factor in that value as well.
iSAC

slot/port and note the codec used. If it is iSAC,
then estimate the number of calls required for
this codec.
G.726 Fax Relay G.729

A/AB G.722

iSAC codec calls that you intend to run during
the busiest hour of the day. This field is
displayed only if the Router IOS version
supports iSAC. The total of this field plus the
other three codec fields cannot exceed the
number in the corresponding Max Voice Calls
Supported field. Default is 0. Range is 0 to the
total in the Max Voice Calls Supported field.
For new deployments, use network design

specifications to determine if these codecs are
used and estimate the BHCA required.



specifications to determine if this codec is
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Table 6-109
DSP Calculator TDM Services (continued)
Field
Description
Input Source
Secure Calls
Indicate whether your configuration requires Based on the network topology and design
voice encryption (Yes) or not (No.) Default is specification, verify if security is required for
No.
the calls supported by the modules in these
slots.
Available Video Bandwidth

(Kbps)
Displays the total video bandwidth available Based on network design specification, locate
to allocate to simultaneous video conferences. and identify the number of ISDN video calls
Use the matrix to divide the total amongst
supported by the modules in these slots.
videoconferences of various types of
bandwidth.

Table 6-110 describes the function of each field in the EVM Slots section of the IOS Router DSP
Calculator screen.
Table 6-110
DSP Calculator EVM Slots
Field
Description
Input Source
EVM Slots
Select the type of EVM interface card that you For existing deployments, physically view the
want to use. Only interface cards that are
router, identify the EVM slot, and note the
compatible with the selected router model and exact EVM interface card used.
Cisco IOS release are shown.

Supported

simultaneous voice calls possible on this
interface card. Default is 5.


pthrough

passthrough calls that you intend to run during
the busiest hour of the day. The total of this
field plus the other three codec fields cannot
exceed the number in the corresponding Max
Voice Calls Supported field. Default is 0.
Range is 0 to the total in the Max Voice Calls
Supported field.


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Table 6-110
DSP Calculator EVM Slots (continued)
Field
Description
Input Source
G.726 Fax Relay G.729

A/AB G.722

G.722 codec calls that you intend to run


Modem Relay iLBC
and iLBC codec calls that you intend to run

iSAC

this codec.
Secure Calls

iSAC codec calls that you intend to run during
the busiest hour of the day. This field is
displayed only if the Router IOS version
supports iSAC. The total of this field plus the
other three codec fields cannot exceed the
number in the corresponding Max Voice Calls



Indicate whether your configuration includes Based on the network topology and design
voice encryption (Yes) or not (No.) Default is specification, verify if security is required for
No.
slots.
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Network Module Configuration

Table 6-111 describes the function of each field in the Network Modules sections of the IOS Router DSP
Calculator screen.
Table 6-111
DSP Calculator Network Modules
Field
Description
Input Source
Network Module 1-4
Select the type of interface card you want to

use in each Network Module slot. Only
interface cards that are compatible with the
selected router model and Cisco IOS release
are shown.
For existing deployments, physically view the

router and note the module in this slot.

Supported

simultaneous voice calls supported by the
Network Module. Default is 5.


pthrough

passthrough calls that you intend to run on the
Network Module during the busiest hour of
the day. The total of this field plus the other
three codec fields cannot exceed the number
in the corresponding Max Voice Calls


G.722 codec calls that you intend to run on the
the day. The total of this field plus the other
Supported field.Default is 0. Range is 0 to the


Modem Relay iLBC
and iLBC codec calls that you intend to run on
the Network Module during the busiest hour
of the day. The total of this field plus the other
Supported field.Default is 0. Range is 0 to the

G.726 Fax Relay

G.729 A/AB G.722

specifications to determine if this codecs is



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Table 6-111
DSP Calculator Network Modules (continued)
Field
Description
Input Source
iSAC

iSAC codec calls that you intend to run on the
the day. This field is displayed only if the
Router IOS version supports iSAC. The total
of this field plus the other three codec fields
field. Default is 0. Range is 0 to the total in the

this codec.
Secure Calls
Indicate whether you intend to use voice

encryption on the Network Module (Yes) or
not (No.) Default is No.
Based on the network topology and design

specification, verify if security is required for
slots.
Available Video Bandwidth

(Kbps)
Displays the total video bandwidth available Based on network design specification, locate
to allocate to simultaneous video conferences. and identify the number of ISDN video calls
Use the matrix to divide the total amongst
supported by the modules in these slots.
videoconferences of various types of
bandwidth.

IP Services
Table 6-112 describes the function of each field in the IP Services - Input section of the IOS Router DSP
Calculator screen.
Table 6-112
DSP Calculator IP Services - Input
Field
Description
Input Source
Transcoding
Enter the number of sessions (transcoded

calls, both sides of the call counts as a single
session) involving transcoding between G.711
and any other codec type. Default is 0. Range

identify the calls that have a codec mismatch
and require transcoding resources. Identify
the number of calls requiring transcoding
to/from a G.711 call leg from the output of a
call sizing calculator.
Secure Transcoding
Enter the number of encrypted (SRTP)

sessions (transcoded calls, both sides of the
call counts as a single session) involving
transcoding between G.711 and any other
codec type. Default is 0. Range is equal to or
greater than 0.

the number of calls requiring secure
transcoding to/from a G.711 call leg from the
output of a call sizing calculator.
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Table 6-112
DSP Calculator IP Services - Input (continued)
Field
Description
Input Source
Universal Transcoding
Enter the number of sessions (transcoded

calls, both sides of the call counts as a single
session) involving transcoding between any
codec types. Default is 0. Range is equal to or
greater than 0.

the number of calls requiring transcoding
between call legs of any codec type from the
output of a call sizing calculator.
Secure Universal
Transcoding
Enter the number of encrypted (SRTP)

sessions (transcoded calls, both sides of the
call counts as a single session) involving
transcoding between any codec types. Default
is 0. Range is equal to or greater than 0.

the number of calls requiring secure
transcoding between call legs of any codec
type from the output of a call sizing calculator.
Conferencing
Table 6-113 describes the function of each field in the Conferencing section of the IOS Router DSP
Calculator screen.
Table 6-113
DSP Calculator Conferencing
Field
Description
Input Source
8-Party
Enter the number of simultaneous 8-party

conferences you want to support on the router.
for each codec type. If you only intend to hold
3-party conferences, enter those conferences
in these fields. Default is 0. Range is equal to
or greater than 0.

to the conference profile section and note the
value for max participants configured under
the profile. If it is 8, estimate the number of
simultaneous conferences involving eight
parties or less in this field.
16-Party

for each codec type. Default is 0. Range is

simultaneous conferences involving up to 16
parties in this field.

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Table 6-113
DSP Calculator Conferencing (continued)
Field
Description
Input Source
32-Party

for each codec type. Default is 0. Range is

64-Party

for G.711. Default is 0. Range is equal to or
greater than 0.

Table 6-114 describes the function of each field in the Secure Conferencing section of the IOS Router
DSP Calculator screen.
Table 6-114
DSP Calculator Secure Conferencing Input
Field
Description
Input Source
8-Party
Enter the number of simultaneous encrypted

8-party conferences you want to support on
the router. for each codec type. Default is 0.

to the secure conference profile section and
note the value for max participants configured
under the profile. If it is 8, estimate the
number of simultaneous secure conferences
involving eight parties or less in this field.
Table 6-115 lists the remaining IP Services Input section fields on the IOS Router DSP Calculator
screen.
Table 6-115
DSP Calculator IP Services Input
Field
Description
Input Source
Onboard DSP Slots
Select the type of DSP module (PVDM2 or

PVDM3) preferred for IP services.
For existing deployments, on the router's

motherboard, identify the DSP type that is
installed.
Shared DSP Resources
Indicate whether sharing of DSPs across

different modules is enabled (Yes) or not
(No). Default is No. Proper clock sources and
clock synchronization must be considered
when DSP sharing is enabled. Note that some
module types, such as analog and BRI
interfaces, cannot share DSP resources.

to the voice-card configuration. Verify if
dspfarm has been configured under the voice
card. If so, set this field to Yes.
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The Solution Sizing Summary tab is the last in a series of seven tabs that guide you through the solution
sizing process.This page displays the sizing recommendations for each component included in the
solution. The recommendations for the solution are displayed to the right of each component. This
section lists each of the following components provided by the Solution Sizing Summary:
Growth Factor
Unified CM System Equipment
Emergency Responder Servers
Voice Messaging System Equipment
Conference System Equipment
Cisco Unified Presence System Equipment
PG System Equipment
Unified Expert Advisor System Equipment
Unified IP IVR System Equipment
Component
The Unified Communications ST displays the type and quantity of each type of server that is required
for each component.
Note
You can download and save the solution sizing summary report as a PDF file. See Downloading a
Solution Sizing Summary Report for instructions.

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Growth Factor
Table 6-116 describes the function of each field in this section.
Table 6-116
Solution Sizing SummaryGrowth Factor
Field
Description
Percentage of Growth
Enter the percentage of growth to re-size the whole solution based on

the supplied growth factor. A percentage value in this field is
equivalent to the same percentage increase in the following fields:
Unified CM Endpoints TabDevices Section: Unified

Communication Manager - Endpoints Tab: All types of phones
will be increased by the percentage growth factor as will the
number of users
Unified CM Dial Plan: All of the number of DNs, (CTI, non

CTI, SIP, SCCP, Shared, etc), Average Number of Members in a
Line Group (for both circular/sequential and broadcast line
groups)
Unified Communications Manager Applications Tab: Number

of Extension Mobility users, Number of Unified CM Assistants,
Number of Unified CM Managers, Number of Mobility Users,
Number of Attendants, Number of Pilot Point Members, Number
of WebDialer users, and Number of DNs being monitored
Voice Messaging System: Number of Voice Messaging Users
Conferencing and CollaborationInput Section: Number of

Knowledge Users
Unified CCE Inbound Tab Input: Total Busy Hour Call

Attempts
Unified CCE Outbound Tab General Information: Dialer Ports
Unified CCE Unified Expert Advisor TabInput: Total Number

of Unified Expert Advisor, BHCA
Unified Contact Center ExpressInbound Tab: Inbound BHCA
Percentage of Unity Growth
Enter the percentage of growth to re-size the Unity system based on

the supplied growth factor. A percentage value in this field is
equivalent to the same percentage increase in the following field:
Number of Voice Messaging Users
Percentage of Unity
Connection Growth
Enter the percentage of growth to re-size the Unity Connection

system based on the supplied growth factor. A percentage value in
this field is equivalent to the same percentage increase in the
following field: Number of Voice Messaging Users per Site
Percentage of Unified
MeetingPlace Growth
Enter the percentage of growth to re-size the Unified MeetingPlace

system based on the supplied growth factor. A percentage value in
this field is equivalent to the same percentage increase in the
following field: Number of Knowledge Users
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Table 6-116
Solution Sizing SummaryGrowth Factor (continued)
Field
Description
Percentage of Unified CVP

Growth
Enter the percentage of growth to re-size the Unified CVP system

based on the supplied growth factor. A percentage value in this field
is equivalent to the same percentage increase in the following field:
Percentage of Gateway Growth Enter the percentage of growth to re-size the Gateways based on the
supplied growth factor. A percentage value in this field is equivalent
to the same percentage increase in the following fields:
Gateways (Individual Sizing)PSTN TDM-IP Traffic: Total

BHCA
Gateways (Individual Sizing)VoiceXML Traffic: Total BHCA
Gateways (Individual Sizing)Unified Border Element IP-IP

Traffic; Total BHCA
Percentage of Unified Contact

Center Express Growth
Enter the percentage of growth to re-size the Unified CCX system

based on the supplied growth factor. A percentage value in this field
is equivalent to the same percentage increase in the following field:
Inbound BHCA in the Unified Contact Center Express Traffic Tab.
Percentage of Unified CM
Session Management Edition
Growth
Enter the percentage of growth to re-size the Unified CM Session

Management Edition based on the supplied growth factor. A
percentage value in this field is an estimate of the increase in load
offered or processed by the Unified CM Session Management
Edition.
Unified CM System Equipment

This sections displays the recommended number of servers for the Unified CM component within the
proposed solution. Table 6-117 describes the function of each field in this section.Gateways
Table 6-117
Solution Sizing SummaryUnified CM System Equipment
Field
Description
Server Type
Displays the type of server recommended for running the Unified

CM cluster.
Subscribers
Displays the number of Subscribers in the suggested Unified CM

cluster.
Publisher/TFTPs
Displays the number of Publisher/TFTP servers in the proposed

solution.
This sections displays the recommended number of servers for the Gateways component within the
proposed solution. Table 6-118 describes the function of each field in this section.

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Table 6-118
Solution Sizing SummaryGateways System Equipment
Field
Description
Cisco 3845
Displays the type of gateway recommended for the proposed solution

and the number of gateways required.
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Emergency Responder Servers

This sections displays the recommended number of servers for the Cisco Emergency Responder
component within the proposed solution. Table 6-119 describes the function of each field in this section.
Table 6-119
Solution Sizing SummaryEmergency Responder
Field
Description
MCS-7835
Displays the type of Emergency Responder server recommended for

the proposed solution and the number of servers required.
Voice Messaging System Equipment

This sections displays the recommended number of servers for the Voice Messaging component within
the proposed solution. Table 6-120 describes the function of each field in this section.
Table 6-120
Solution Sizing SummaryVoice Messaging System Equipment
Field
Description
MCS-7845-IC-ECS1-HP
DL380G5
Displays the number of MCS-7845-IC-ECS1-HP DL380G5 servers

required for the proposed solution with IMAP and/or Cisco PCA and
without IMAP and/or Cisco PCA.
Additional MCS 7825 servers

required
Displays the number of additional MCS 7825 servers required for the
proposed solution with IMAP and/or Cisco PCA and without IMAP
and/or Cisco PCA.
Conference System Equipment

This sections displays the recommended number of servers for the Conference System component within
the proposed solution. Table 6-121 describes the function of each field in this section.
Table 6-121
Solution Sizing SummaryConference System Equipment
Field
Description
Number of Audio Servers

Needed
Displays the number of audio servers recommended for the

conference system within the proposed solution.
8106
Displays the number of 8106 devices recommended for the

Number of MeetingPlace IP
Gateways
Displays the number of Number of MeetingPlace IP Gateways

recommended for the conference system within the proposed
solution.
Audio Blades
Displays the number of Audio Blades recommended for the

MP-SMARTBLADE
Displays the number of MP-SMARTBLADEs recommended for the

Displays the number of Web Conferencing Servers recommended for

the conference system within the proposed solution.

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Table 6-121
Solution Sizing SummaryConference System Equipment (continued)
Field
Description
Server Model
Displays the Server Model recommended for the conference system

within the proposed solution.
MCS-7835 servers needed
Displays the number of MCS-7835 servers recommended for the

Outlook Integration servers
Displays the number of Outlook Integration servers recommended

for the conference system within the proposed solution.
Outlook Server co-resides with This field indicates whether the Outlook Server co-resides with the
Application Server
Application Server for the conference system within the proposed
solution.
Lotus Notes Integration Servers Displays the number of Lotus Notes Integration Servers
solution.
MCS-7845H2 or MCS-7845I2
Displays the number of MCS-7845H2 or MCS-7845I2 servers

solution.
Displays the number of Directory Services Servers recommended for

the conference system within the proposed solution.
Co-resident with Web Server
This field indicates whether the Directory Services Servers are

co-resident with the Web Server for the conference system within the
proposed solution.

Server
Displays the number of Video Integration Services Server

solution.
MCS-7835H2 or MCS-7835I2
Displays the number of MCS-7835H2 or MCS-7835I2 servers

solution.
Cisco Unified Presence System Equipment

This sections displays the recommended number of servers for the Cisco Unified Presence component
within the proposed solution. Table 6-122 describes the function of each field in this section.
Table 6-122
Solution Sizing SummaryCisco Unified Presence System Equipment
Field
Description
MCS-784512

Cisco Unified Presence component within the proposed solution.
Unified CVP System Equipment

This sections displays the recommended number of servers for the Unified CVP component within the
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Table 6-123
Solution Sizing SummaryUnified CVP System Equipment
Field
Description
MCS-7845-H2

Customer Voice Portal component within the proposed solution.
Required CS ServersDisplays the number of CS servers recommended for the Customer Voice Portal
component within the proposed solution.
Required VoiceXML serverDisplays the number of VoiceXML servers required for the Customer
Voice Portal component within the proposed solution.
OR
Co residency (VoiceXML & CS)<Displays the number of Co resident VoiceXML & CS servers are
recommended for the Customer Voice Portal component within the proposed solution.
Required RPT serverDisplays the number of RPT servers required for the Customer Voice Portal
component within the proposed solution.
PG System Equipment
This sections displays the recommended number of servers for the PG component within the proposed
solution. Table 6-124 describes the function of each field in this section.
Table 6-124
Solution Sizing SummaryPG System Equipment
Field
Description
MCS-7845-H2
Displays the number of MCS-7845-H2 servers recommended for the

Peripheral Gateway component within the proposed solution.
Total VRU PGs
Displays the number of Total VRU peripheral gateways

recommended for the Peripheral Gateway component within the
proposed solution.
Unified Expert Advisor System Equipment

This sections displays the recommended number of servers for the Unified Expert Advisor component
within the proposed solution. Table 6-125 describes the function of each field in this section.
Table 6-125
Solution Sizing SummaryUnified Expert Advisor System Equipment
Field
Description
Expert Advisor Runtime Server Displays the number of Unified Expert Adviser runtime servers
required for the Unified Expert Adviser component within the
proposed solution.
Expert Advisor Reporting
Server
Displays the number of Report servers required for the Unified

Expert Adviser component within the proposed solution.
Expert Advisor PG
Displays the number of Expert Adviser peripheral gateways required

for the Expert Adviser component within the proposed solution.

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Unified IP IVR System Equipment

This sections displays the recommended number of servers for the Unified IP IVR component within the
Table 6-126
Solution Sizing SummaryUnified IP IVR System Equipment
Field
Description
MCS-7845-H2
Displays the number of MCS-7845-H2 devices required for the

Unified IP IVR component within the proposed solution.
Component
This section displays the recommended number of servers for the Unified CCE Servers component
within the proposed solution. The following are some of the terms used in this display:
ProggerA single server running the Peripheral Gateway, Router, and Logger modules
LoggerA database server that stores contact center configuration and reporting data
RouterCall router, which makes all routing decisions about how to route a call or customer contact
RoggerA single server running the Router and Logger modules
HDSHistorical Data Server, which is the database used for longer-term data storage and reporting.
WebViewWebView Server, which provides browser-based reporting
HDS/WVA single server running HDS and WebView
Agent PGAgent Peripheral Gateway, a server that runs the Cisco Unified CM PIM, the CTI
Server, the CTI OS, and the Unified IP IVR PIMs
Downloading a Solution Sizing Summary Report

Table 6-127
Solution Sizing SummaryExport Solution
Field
Description
Export Solution
Click the Export Solution button to download the solution report. On

the download dialog box that appears, browse the location to
download the report and click Save. The solution sizing summary
report will be saved as a PDF file.
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GLOSSARY
A
APG
Agent peripheral gateway.
AHT
Average hold time.
ACHT
Average call holding time.
AWS
Administrative workstations.
B
BHCA
Busy Hour Call Attempts. This is a measure of call volume indicating the number of call attempts that
are presented to a system during the busiest one-hour period. The concept allows a more accurate
prediction of system capacity because it represents a peak load over a relatively short period. BHCA
can be measured over any time period, but typically a day is used. In some environments, there may be
a particular hour in a week, or in a year where traffic volume is much greater. For example in the PSTN,
the busiest day for calls is Mothers Day. It is recommended that you determine and use the highest call
rate during the longest time period that you can measure.
BLF
Busy Lamp Field.
blind transfer
Passing a call without notifying the recipient. Also known as unsupervised transfer or cold transfer.
blocked call
An attempted call that cannot be connected. The two most common reasons for blocked calls are all
lines or trunks to the central office are in use, or all paths through a private branch exchange (PBX) or
switch are in use.
blocking
The inability to establish a new call because of restrictions or inaccessibility of facilities in the system
being called.
busy
A call condition in which transmission facilities are already in use. A line is considered busy when the
caller goes off-hook.
busy tone
A single tone that is repeated at a 60 impulse per minute (ipm) rate to indicate that a call's terminating
location is already in use.
C
call control
Telephone industry term used to describe the setting up, monitoring, and tearing down of phone calls.
call detail record
See CDR
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GL-1
Glossary
call forward busy
Configurable feature that re-routes incoming calls to an alternate line when the first line is in use.
call forward no
answer
Configurable feature that re-routes incoming calls from one phone to another phone when the first
phone is not answered after a certain number of rings.
call forwarding
Configurable feature that sends incoming calls routed to a particular directory number to another
number.
Call Management
Record
See CMR.
caller ID
A display, available to the called party before the party answers a telephone call, that identifies the
originating telephone number and the subscriber's name associated with that number. See also CLID.
CAS
Channel associated signaling. In-band signaling used to provide emergency signaling information
along with a wireless 911 call to the Public Safety Answering Point (PSAP).
CDR
Call detail record. A stored database record containing data about a specific call. Processed as a unit
and used to create billing records, a CDR contains details such as the called and calling parties,
originating switch, terminating switch, call length, and time of day.
Cisco Unified IP
Phone
A full-feature telephone that provides voice communication over an IP network while functioning much
like a traditional analog phone. Allows you to place and receive telephone calls, and supports features
such as call forwarding, redial, speed dialing, call transfer, and conference calling. Also allows you to
access voice mail, providing connectivity to Cisco IP Telephony Solutions.
Cisco Unified Communications Sizing Tool.

Cisco Unified
Communications ST
CLID
Caller line ID. Information about the billing telephone number from which a call originated. The CLID
value might be the entire phone number, the area code, or the area code plus local exchange. Also know
as called Caller ID.
CMR
Call management record. Contains the count of bytes sent, packets sent, jitter, latency, dropped packets,
etc. Also called diagnostic records.
codec
Coder-decoder.
1. A device that typically uses pulse code modulation to transform analog signals into a digital bit
stream, and digital signals back to analog. See also G.711, G.729, and H.323.
2. In Voice over IP, Voice over Frame Relay, and Voice over ATM, a software algorithm used to
compress/decompress speech or audio signals.
compression
Reducing the representation of the information, but not the information itself. Compression is
accomplished by running a data set through an algorithm that reduces the space required to store or the
bandwidth required to transmit the data set.
compression types
One of the key factors that determines the amount of bandwidth used per call. Compression types
available in Unified CM are G.711 (default), G.723, and G.729.
conference bridge
A network used to interconnect three or more lines or trunks to allow simultaneous conversations.
conference call
A connection established between three or more stations that allows each station to communicate with
all others simultaneously.
GL-2
OL-25515-01
Glossary
CoS
Class of service.
1. Indication of how an upper-layer protocol requires a lower-layer protocol to treat its messages. In
SNA sub-area routing, CoS definitions are used by sub-area nodes to determine the optimal route to
establish a given session. A CoS definition contains a virtual route number and a transmission priority
field. Also called type of service (ToS).
2. A collection of features, privileges, and services that are easily assignable to a group or class of
telephones. Class of service is used to simplify administration and maintenance tasks in complex
telephony networks.
CPE
Customer premises equipment. Telephone equipment, such as key systems, PBXs, answering machines,
etc., that reside on the customer's premises (e.g., office building, home office, or factory). Also called
customer provided equipment.
CTI
Computer Telephony Integration.
CTI ports
Computer Telephony Interface ports. Virtual devices that are used by Unified CM applications such as
Cisco SoftPhone, Cisco IP AutoAttendent, and Cisco IP Interactive Voice Response System (IVR) to
create virtual lines. CTI ports are configured through the same Unified CM Administration area as
phones, but require different configuration settings.
CTI route point
Computer Telephony Interface route point. Virtual device that can receive multiple simultaneous calls
for the purpose of application-controlled redirection. Once a CTI route point has been created, lines
(directory numbers) can be added and configured. Applications that use CTI route points include Cisco
IP Auto Attendant, Cisco IP Interactive Voice Response System (IVR), and Cisco TAPI/JTAPI.
CVP
Customer Voice Portal.
CSU
1. channel service unit. Digital interface device that connects end-user equipment to the local digital
telephone loop. Often referred to together with DSU as CSU/DSU. See also DSU.
2. channel status unit. A device used in conjunction with a T-1 multiplexor that monitors each channel
of the T-1 to ensure it is functioning properly.
D
device pool
In Unified CM, a collection of commonly configured devices (such as phones, computers and
gateways), that belong to a common database, cluster and group. Use device pools to define common
characteristics for devices, including region, Date/Time Group, Unified CM group, and calling search
space for auto-registration.
DHCP
Dynamic Host Configuration Protocol. A TCP/IP protocol that enables PCs and workstations to get
temporary or permanent IP addresses out of a pool from centrally-administered servers. Like its
predecessor, BOOTP, DHCP provides a mechanism for allocating IP addresses manually, automatically
and dynamically, so that addresses can be reused when hosts no longer need them.
For Unified CM, a DHCP server is queried by a telephone or gateway device upon booting to determine
network configuration information. The DHCP server provides the device with an IP address, subnet
mask, default gateway, DNS server, and a TFTP server name or address. With Cisco Unified IP Phones,
DHCP is enabled by default. If disabled, you must manually enter the IP address and other
specifications manually on each phone locally.

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GL-3
Glossary
dial pad
Buttons on a phone that are used to dial a phone number. The dial pad on a Cisco Unified IP Phone
operates like the dial pad on a traditional telephone.
dial plan
A system that allows one telephone or Cisco IP device to connect to another telephone or Cisco IP
device by using dialed digits. In North America and many Caribbean nations, the dial plan is called the
North American Numbering Plan.
dial tone
An audible signal that indicates automatic switching equipment is ready to receive DTMF or dial pulse
signals required for a connection. See also DTMF.
dialing sequence
Used to enable and disable the message waiting indicator. See also MWI.
DID
Direct inward dialing. A method of directly dialing the directory number of a Cisco Unified IP Phone
or a telephone attached to a PBX without routing calls through an attendant or an automated attendant
console, such as Cisco WebAttendant. Compare to DOD.
distributed call
processing
A processing construct in which each central site and branch office contains its own call processing
resources. In terms of the Unified CM, distributed call processing means that each central site and
branch site contains its own Unified CM or Unified CM cluster.
DN
Directory number. The telephone number or internal extension assigned to a Cisco Unified IP Phone.
The directory number is assigned to the phone itself, not a location or a user, so if the phone is moved,
it still retains the same directory number. Also called subscriber number.
DNIS
Dialed number identification service.
DSP
Digital signal processor. Specialized computer chip designed to perform speedy and complex
operations on digitized waveforms. Useful in processing sound, such as voice phone calls, and video.
DSU
Data service unit. Device used in digital transmission that adapts the physical interface on a DTE device
to a transmission facility such as T1 or E1. The DSU is also responsible for such functions as signal
timing. Often referred to together with CSU, as CSU/DSU. See also CSU.
DTMF
Dual Tone Multi-Frequency. System used by touch tone telephones where one high and one low
frequency, or tone, is assigned to each touch tone button on a phone.
E
E&M
RecEieve and transMit (or ear and mouth). Trunking arrangement generally used for two-way
switch-to-switch or switch-to-network connections. Cisco's analog E&M interface is an RJ-48
connector that allows connections to PBX trunk lines (tie lines). E&M is also available on E1 and T1
digital interfaces.
E1
Wide-area digital transmission scheme used predominantly in Europe that carries data at a rate of 2.048
Mb/s. E1 lines can be leased for private use from common carriers. E1 is the European equivalent of a
T1 line. See also T1.
EA
Expert Advisor.
GL-4
OL-25515-01
Glossary
Erlang
An Erlang is a unit of measure for communications traffic. It is used to represent the utilization of a
resource over a one-hour period. One Erlang means that one resource was used 100% of the hour. This
could have been due to a single call of one-hour duration, or multiple sequential calls whose durations
add to one hour. Therefore, if 10 Erlangs are required, it is necessary to have 10 resources to ensure all
traffic is serviced.
ECC
Extended Call Context.
EM
Extension Mobility.
endpoint
Device at which a virtual circuit or virtual path begins or ends.
F
fax relay
Also known as demod/remod. One of the methods for IP fax transmission as defined by ITU-T. Fax
relay defines the specification for the demodulation of standard analog fax transmission from
originating machines equipped with modems, and their remodulation for presentation to a matching
destination device, with the long-haul portion of the transmission being supported over an IP-based
network.
FXO
Foreign exchange office. A connection between a POTS telephone and a digital telephony switching
system.
FXS
Foreign exchange station. A connection between a digital telephony switching system and a POTS
telephone.
G
G.711
An audio compression standard used for digital telephones on a digital PBX/ISDN. In G.711, encoded
voice is already in the correct format for digital voice delivery in the PSTN or through PBXs. G.711
uses a bandwidth of 64 Kb/s. G.711-compliant devices can communicate with other G.711 devices, but
not with G.723 devices. Described in the ITU-T standard in its G-series recommendations.
G.723.1
Describes a compression technique that can be used for compressing speech or audio signal
components at a very low bit rate as part of the H.324 family of standards. This codec allows dissimilar
communication devices to communicate with each other using a standardized communications
protocol. Used for digital telephones on a digital PBX/ISDN that produces digital audio at either 6.4 or
5.3 Kb/s. The higher bit rate provides a somewhat higher quality of sound. The lower bit rate provides
system designers with additional flexibility. Described in the ITU-T standard in its G-series
recommendations.
G.729
ITU-T's standard voice algorithm. Describes the coding of encoding/decoding of speech at 8 Kb/s using
CS-ACELP methods.

OL-25515-01
GL-5
Glossary
1. Component of an H.323 conferencing system that performs call address resolution, admission
control, and subnet bandwidth management.
gatekeeper
2. Telecommunications: H.323 entity on a LAN that provides address translation and control access to
the LAN for H.323 terminals and gateways. The gatekeeper can provide other services to the H.323
terminals and gateways, such as bandwidth management and locating gateways. A gatekeeper
maintains a registry of devices in the multimedia network. The devices register with the gatekeeper at
startup and request admission to a call from the gatekeeper.
In the Unified CM, for example, the gatekeeper is a device that supports the H.225 RAS message set
used for call admission control (CAC), bandwidth allocation, and dial pattern resolution. There is one
gatekeeper device per Unified CM cluster.
gateway
The point at which a circuit-switched call is encoded and repackaged into IP packets. A gateway is an
optional element in an H.323 conference and bridge H.323 conferences to other networks,
communications protocols, and multimedia formats.
group call pickup
A feature that allows users to pick up incoming calls within their own group or within other call pickup
groups by dialing the group call pickup number for that group.
GW
Gateway.
H
H.320
Suite of ITU-T standard specifications for video conferencing over circuit-switched media such as
ISDN, fractional T-1, and switched-56 lines.
H.323
ITU-T standard that describes packet-based video, audio, and data conferencing. Allows dissimilar
communication devices to communicate with each other using a standardized communications
protocol. H.323 is an umbrella standard that describes the architecture of the conferencing system, and
refers to a set of other standards (H.245, H.225.0, and Q.931) to describe its actual protocol. For
example, the Cisco IOS integrated router gateways use H.323 to communicate with Unified CM. See
also gateway.
H.323 clients
Conferencing and collaboration tools designed for the Internet or intranet, including Microsoft
NetMeeting devices and symbol phones. See also Microsoft NetMeeting.
H.323 RAS
Registration, admission, and status. The RAS signaling protocol performs registration, admissions,
bandwidth changes, and status and disengage procedures between the VoIP gateway and the gatekeeper.
See also gatekeeper.
hunt group
A series of directory numbers organized to share the load in such a way that if the first line is busy or
unavailable, the next line is hunted until an available number is found. In Unified CM, for example,
the hunt group is a list of destinations that determine the call forwarding order of a call once it has
arrived at a pilot point. Hunt groups and pilot points must be established for call routing by the Cisco
Telephony Call Dispatcher (TCD).
GL-6
OL-25515-01
Glossary
I
ICM
Intelligent Call Management. The Cisco system that implements enterprise-wide call distribution
across call centers. The ICM provides pre-routing, post-routing, and performance monitoring
capabilities.
IM
Instant Messaging.
IMAP
Internet Message Access Protocol.
IPT
IP Telephony.
IPv6
IP version 6. Replacement for the current version of IP (version 4). IPv6 includes support for flow ID
in the packet header, which can be used to identify flows. Formerly called IPng (next generation). See
also RSVP.
IVR
Interactive Voice Response. Term used to describe systems that provide information in the form of
recorded messages over telephone lines in response to user input in the form of spoken words or more
commonly DTMF signaling. Examples include banks that allow you to check your balance from any
telephone and automated stock quote systems. Also known as a voice response unit (VRU).
J
JTAPI
Java Telephony Application Programming Interface.
K
KPML
Keypad Markup Language.
L
LDAP
Lightweight Directory Access Protocol. Emerging standard offered as an Internet solution to the
intricacies of DAP for disparate legacy e-mail directories, network operating system directories, and
databases.
line
Any communications path between two or more points, including satellite or microwave channels.

OL-25515-01
GL-7
Glossary
1. The communication line between a telephone subscriber and the local exchange carrier (LEC)
switching center.
local loop
2. A local connection between an end user and a central office (CO) or end office (EO).
A feature that regulates voice quality by limiting bandwidth availability over shared links. For
example, Unified CM uses locations in conjunction with a single, primary Unified CM in a centralized
(non-distributed) call processing system that includes multiple remote devices, such as phones or
gateways. Under this scheme, locations are created with a geographical correspondence, such as a
branch office. A maximum bandwidth to be used by inter-location voice calls is then specified for the
location and devices within that location are designated as belonging to that location.
locations
M
-law
North American companding standard used in conversion between analog and digital signals in PCM
systems. Similar to the European a-law.
MCS
Media Convergence Server. Refers to the Cisco MCS-7800 series server family, which includes the
Cisco AVVID IP telephony starter kits. Comes with Unified CM preloaded.
media stream
The information content carried on a call. Refers to what is actually transmitted and received over the
line, and can be read or written by a media stream API.
MGCP
Media Gateway Control Protocol. Enables external control and management of data communications
equipment operating at the edge of multi-service packet networks (known as media gateways) by
software programs, which are known as call agents or media gateway controllers.
Microsoft
NetMeeting
A virtual meeting application from Microsoft. NetMeeting allows you to share applications and a
virtual whiteboard, transfer files, and chat with other NetMeeting users through real-time,
point-to-point audio conferencing over the Internet or corporate intranet.
MoH
Music on hold.
MP
MeetingPlace.
MTP
1. Media termination point. A virtual device that allows transfer, forward, conference, and hold features
on any G.711 -law call between an IP Phone and any H.323 gateway, gatekeeper, or client. A call using
MTP will automatically convert A-law to -law (and vice versa), if required. As a Cisco software
application, MTP installs on a server during the software installation process.
2. Message Transfer Part. Part of SS7 protocol that provides functions for basic routing of signaling
messages between signaling points.
multicast
Single packets copied by the network and sent to a specific subset of network addresses. A process of
transmitting messages from one source to many destinations. Compare with broadcast and unicast.
MWI
Message waiting indicator. Method of indicating that a voice mail message was left for a particular
directory number. For example, Cisco Unified IP Phones indicate this by lighting an LED on the
handset. The Cisco 7630 Digital PBX Adapter works with Unified CM, Octel, and Lucent systems to
ensure that the MWI is set properly.
GL-8
OL-25515-01
Glossary
O
off-hook
1. A change in line voltage caused when the receiver or handset is lifted from the hookswitch. A
traditional PBX or local telephone company recognizes this line voltage change as a request for dial
tone.
2. A call condition in which transmission facilities are already in use. Also known as busy.
on-hook
1. The condition that exists when a receiver or handset is resting on the hookswitch.
2. The idle state (open loop) of a single telephone or private branch exchange (PBX) line loop.
P
partitions
Divides a route plan into subsets. Partitions include organization, location, and type of call.
PBX
Private branch exchange. Digital or analog telephone switchboard located on the subscriber premises,
typically with an attendant console, and used to connect private and public telephone networks. A PBX
is a small, privately owned version of the phone company's larger central switching office. It is
connected to one or more central offices by trunks, and provides service to a number of individual
phones, such as in a hotel, business, or government office. On a PBX, an outside line is normally
accessed by dialing an access digit, such as 9.
PCM
Pulse code modulation. Transmission of analog information in digital form through sampling and
encoding the samples with a fixed number of bits.
PG
Peripheral Gateway.
PGW
PSTN Gateway.
phone button
templates
Defines which keys on a phone or IP device perform which functions. Use templates to customize
individual IP phones and to assign common button configurations to a large number of phones. Unified
CM includes several default phone button templates, all of which can be modified.
pilot point
Directory number that receives and forwards calls based on a list of hunt group members. In Cisco
Unified Communications Manager, a directory number necessary for call routing by the Cisco
Telephony Call Dispatcher (TCD). See also hunt group.
PIN
Personal identification number. A multiple digit number, generally known only to the user, that allows
access to networks or other systems.
POP
Point of presence. The IXC equivalent of a local phone company's central office. In other words, a long
distance carrier's office in the local community (defined as the LATA). Also refers to the point of
presence at which Internet service providers exchange traffic and roots at Layer 2 (Link Layer) of the
OSI model.
port
An input/output connection for a computer or for communications equipment.
POTS
Plain old telephone service. Standard telephone service used by most residential locations. For
example, POTS line connections are used to join a Cisco Analog Station gateway and an
SMDI-compliant voice mail system. See PSTN, SMDI.

OL-25515-01
GL-9
Glossary
PRI
Primary Rate Interface. A type of ISDN service designed for large organizations. Includes B-channels
(bearer channels) for voice or data, and one D-channel (data channel). PRI comprises 23 B-channels in
North America and 30 B-channels in Europe.
protocol
A set of rules or conventions that govern the format and relative timing of data in a communications
network. There are three basic types of protocols: character-oriented, byte-oriented, and bit-oriented.
The protocols for data communications cover such things as framing, error handling, transparency, and
line control. Ethernet is an example of a LAN protocol.
proxy
A device that relays network connections for other devices that usually lack their own network access.
PSTN
Public Switched Telephone Network. General term referring to the variety of telephone networks and
services in place worldwide.
Q
QoS
Quality of service. Measure of performance for a transmission system that reflects its transmission
quality and service availability.
query
A request from a master station asking a slave station to identify itself and indicate its status (e.g., busy,
alive, waiting, etc.).
queue
A temporary delay in service caused by the inability of a particular system to handle the number of calls
attempted. For example, a call may be queued (essentially, waiting in line) for the least expensive route.
queuing
A technique in which incoming calls are stored on hold until an attendant, trunk, trunk group, or station
is available to accept them. Also known as camp on.
R
RAS
Registration, Admission, and Status Protocol. Used in the H.323 protocol suite for discovering and
interacting with a gatekeeper. See also H.323 and gatekeeper
redialer
Interface hardware device that interconnects between a fax device and a Public Switched Telephone
Network (PSTN) network. A redialer is used to forward a dialed number to another destination.
Redialers contain a database of referral telephone numbers. When the user dials a specific number, the
redialer collects the dialed digits and matches them to a listing in its database. If there is a match, the
redialer dials the referral number (transparent to the user) and forwards the call to the referral number.
redundancy
1. Having one or more back up systems available in case of failure of the main system.
2. Backup Unified CMs that handle call processing for a disabled Unified CM within the same group.
Also known as call processing redundancy.
3. Backup copies of a database shared by a cluster of Unified CMs. Also known as database redundancy.
relay
OSI terminology for a device that connects two or more networks or network systems. A data link layer
(Layer 2) relay is a bridge; a network layer (Layer 3) relay is a router.
GL-10
OL-25515-01
Glossary
ringback
1. The tone heard at the calling party's end when the called party's phone rings.
2. A signal used by an operator at the receiving end of an established connection to recall an operator
at the originating end.
RJ-45 port
The 8-pin connector used for data transmission over standard telephone wire. RJ-45 connectors come
in two varieties: keyed and non-keyed and accommodate flat or twisted wire.
RNA
Ring No Answer.
route
1.The process of directing a call to the appropriate destination based on the dialed digits, translation
patterns, transformation masks, and other route plan considerations.
2. The process of directing a message to the appropriate line and terminal based on information
contained in the message header.
route filter
Allows or restricts access to specified routing patterns, such as 1+900, etc. Only applicable in
conjunction with routing patterns that use the North American Numbering Plan (NANP).
route filter tags
Applies a name to a subset of the dialed digit string. For example, the phone number 972-555-1234
contains three route filter tags: the local-area-code (972), the office-code (555), and the subscriber
(1234). Other route filter tags include the country code, end-of-dialing character, and
international-access code.
route group
A route group determines the order of preference for gateway and port usage. All members of a route
group must have the same route pattern. Route groups are optional. For example, if two Cisco Access
Digital Gateways accept only long distance calls and one carrier is priced below the other, a route group
could be created so that calls are first routed to the least expensive carrier. In this case, calls would route
to the more expensive carrier only if the first trunk is unavailable.
route list
Determines the order of preference for route group usage. If a route list is configured, at least one route
group must be configured. See also route group.
route pattern
Route patterns range from the very simple to the very complex. For example, a routing pattern of 0
assigned to a gateway would route all calls to the operator through that gateway. Route patterns are used
by Unified CM Administration to route inbound and outbound calls. For a Cisco Unified IP Phone, the
assigned directory number. Cisco Access Analog Trunk Gateways, Cisco Access Digital Trunk
Gateways, and H.323-compliant gateways also use route patterns.
route plan report
In Unified CM, a listing of all call park, call pickup and conference numbers, plus route patterns and
translation patterns in the system.
RSVP
Resource Reservation Protocol.
RTCP
Real-Time Control Protocol. Monitors the QoS of an IPv6 RTP connection and conveys information
about the on-going session. See also RTP, IPv6 and QoS.
RTMT
Real Time Monitoring Tool.
RTP
Real-Time Transport Protocol. A network protocol used to carry packetized audio and video traffic over
an IP network.

OL-25515-01
GL-11
Glossary
S
SCCP
Skinny Call Control Protocol.
SIP
Session Initiation Protocol.
SLG
Service Level Goal.
SMDI
Simplified message desk interface. Analog data line from the central office containing information and
instructions to your on-premises voice mail box. A required interface for voice mail systems used with
Unified CM. SMDI was designed to enable voice mail integration services to multiple clients. However,
to use SMDI, the voice mail system must meet several qualifications, including providing database
support for two PBX systems simultaneously and IP network connectivity to the voice messaging
system while maintaining the existing link to the PBX. SMDI-compliant voice mail systems must be
accessible with a null-modem RS-232 cable and available serial port. See also POTS line.
soft keys
On a Cisco Unified IP Phone, buttons that activates features described by a text message. The text
message is displayed directly above the soft key button on the LCD screen.
SoftPhone
Application that enables you to use a desktop PC to place and receive software telephone calls and to
control an IP telephone. Also allows for audio, video, and desktop collaboration with multiple parties
on a call. Cisco IP SoftPhone can be used as a standalone application or as a computer telephony
integration (CTI) control device for a physical Cisco Unified IP Phone. All features are functional in
both modes of operation. See also Cisco Unified IP Phone.
SRST
Survivable Remote Site Telephony.
SS7
Signaling System 7. A telephone signaling system with three basic functions: supervising (monitoring
the status of a line or circuit to see if it is busy, idle, or requesting service); alerting (indicating the
arrival of an incoming call); addressing (transmission of routing and destination signals over the
network).
SSP
Skinny Station Protocol. A Cisco protocol using low bandwidth messages that communicate between
IP devices and the Unified CM.
T
T1
Trunk Level 1. Digital transmission link with a total signaling speed of 1.544 Mb/s. Transmits through
the telephone-switching network using AMI or B8ZS coding. The standard in North America, a T1
device combines the output of up to 24 regular telephone lines for transmission over a digital network.
Also known as T-1.
TAPI
Telephony Application Programming Interface TCP/IP. A set of functions that allow Windows
applications to program telephone line-based devices such as single and multi-line phones (including
Cisco Unified IP Phones), modems, and fax machines in a device-independent manner. See also JTAPI.
TCAP
Transaction Capabilities Application Part. An ISDN application protocol that provides the signaling
function for network data bases.
TCD
Termination Call Detail.
GL-12
OL-25515-01
Glossary
TCD
Cisco Telephony Call Dispatcher. A Unified CM service that handles requests by the Cisco
WebAttendant for call control, call dispatching, line status, and user directory information.
TDM
Time division multiplexing. A technique for transmitting a number of separate data, voice, and video
signals simultaneously over one communications medium by quickly interleaving a piece of each signal
one after the other.
TFTP
Trivial File Transfer Protocol. A simplified version of the FTP, TFTP is an application that transfers
device configuration files (.cnf files) to devices from a TFTP server.
TFTP
Trivial File Transfer Protocol. Builds and serves files consistent with the TFTP protocol for transfer
over the network. A simplified version of the FTP protocol, TFTP requires a TFTP server in your
network, which can be automatically identified from the DHCP server. Cisco TFTP serves both
Embedded Component Executable and configuration (.cnf) files. See also DHCP.
third party call

control
If an audio stream terminates at some location or physical device other than your application or device,
you have third party call control. For example, the Cisco SoftPhone can control the Cisco Unified IP
Phones. Used in TAPI development.
toll bypass
A toll-free telephony call in which the relative locations of the two ends of the connection would cause
toll charges to be applied if the call was made over the PSTN.
ToS
Type of service.
trace log
Collects and stores trace information, according to specifications set in the trace log components.
traffic
The load on a communications device or system.
transcoder
A transcoder is a device that takes the output stream of one codec and transcodes (converts) it from one
compression type to another compression type. A transcoder also provides MTP capabilities. See also
codec.
transit network
Three- or four-digit number that identifies a long distance carrier.
trunk
Physical and logical connection between two switches across which network traffic travels. A trunk is
a voice and data path that simultaneously handles multiple voice and data connections between
switches. A backbone is composed of a number of trunks.
trunk group
A group of essentially alike trunks (shared electronic characteristics) that go between the same two
geographical points. A trunk group performs the same function as a single trunk, but carries multiple
conversations.
TSP
Telecommunications Service Priority. The regulatory, administrative, and operational system that
authorizes and provides priority treatment for initiating and restoring telecommunication services.
TTS
Text-to-Speech.
U
Unified CCE
Unified Contact Center Enterprise.
Unified CM
Cisco Unified Communications Manager.

OL-25515-01
GL-13
Glossary
Unified CME
Cisco Unified Communications Manager Express.
Unified MP
Cisco Unified MeetingPlace.
Unified OM
Cisco Unified Operations Manager.
V
VAC
Voice activity compression. A method of conserving transmission capacity by not transmitting pauses
in speech.
VAD
Voice activity detection. When enabled on voice port or a dial peer, silence is not transmitted over the
network, only audible speech. When VAD is enabled, the sound quality is slightly degraded, but the
connection monopolizes much less bandwidth.
Voice interface card.
VIC
VM
Voice mail.
VMS
Voice messaging system.
voice compression
See compression type.
voice mail (or

messaging) system
A device to record, store, and retrieve voice messages. A stand alone system is similar to a collection
of individual answering machines; an integrated version provides a higher level of call processing
services and features.
voiceband
A transmission service with a bandwidth considered suitable for transmission of audio signals.
Generally 300 or 500 (hertz) to 3,400 (hertz).
VoPSTN
Voice over PSTN.
VRU
Voice Response Unit. See also IVR.
VoiceXML
Voice Extensible Markup Language.
W
WAN
Wide-area network. Data communications network that serves users across a broad geographic area and
often uses transmission devices provided by common carriers. Frame Relay, SMDS, and X.25 are
examples of WANs.
WATS
Wide area telecommunications service. A discounted toll service provided by long distance and local
phone companies in which the owner of the WATS line is charged a flat-rate monthly fee for long
distance services.
Web interface
A software application that runs on the World Wide Web, and is usually accessed by entering an address
starting with www. The Unified CM Administration uses a Web interface.
GL-14
OL-25515-01
Glossary
WebAttendant
Client-server application that provides attendant console capabilities and uses a web-based GUI
interface to answer and handle inbound and outbound calls that are not serviced by direct inward dialing
(DID).
WFQ
Weighted fair queuing. A variation on the class-based queuing (CBQ) technique used in routers. Like
CBQ, WFQ divides queues traffic according to traffic class definition, guaranteeing each queue some
portion of the total available bandwidth. WFQ goes further to portion out available bandwidth on the
basis of individual information flows according to message parameters.
wink start
A short off-hook signal.
WOSA
Windows Open Service Architecture. Microsoft's single system level interface for connecting front-end
applications with back-end services. Windows Telephony is part of WOSA.
WRED
Weighted random early detection. A congestion-avoidance and QoS mechanism for IP-based networks.
WRR
Weighted round-robin.
WV
Webview.

OL-25515-01
GL-15
Glossary
GL-16
OL-25515-01
INDEX
Cisco Emergency Responder tab
Symbols
4-3, 6-95

% complete status indicator
1-19
field definitions
6-127
sizing instructions
4-15
Cisco Unified Presence checkbox
6-4
Cisco Unified Presence component
agent absenteeism
Cisco Unified Presence tab
3-3
4-13, 6-123
Agents section
6-12, 6-38
CM Output tab
agent talk time
3-4
Compatible Components link
AHT
All link
2-19
6-2
2-3
Complete status indicator
6-2
analyst profiles for reporting
complex database
6-24
Answered Calls Summary section
6-18
Answering Machine Summary section

Applications tab
6-16
1-9, 2-7
1-19
2-4
Components tab, Unified CCE
3-6
Conference System component
6-152
2-15
6-153
6-108
Conferencing and Collaboration checkbox

Conferencing and Collaboration tab
Conferencing Traffic Mix section
BHCA column
context-sensitive on-line help
6-6
browsers supported
Copy/Send a Copy checkbox
1-2
copying a solution
4-8
6-113
1-17
6-2
1-20
Country of Deployment selection list
CPU utilization
Calculator Input section

call detail recording
Call Director section
Call Flows section
2-2
impact of devices
2-4
CTI OS Monitor Mode
6-44
CTI OS Server
6-22
2-1
3-4
3-3
Customer Contacts field
6-97
CVP tab, Unified CCE

impact
6-2
CTI
6-35
Capacity Utilization section
6-4
6-2
3-24
4-2
Cisco Emergency Responder checkbox
6-3
Cisco Emergency Responder component

Cisco Emergency Responder section
6-95
6-152
defining a new solution
1-2

OL-25515-01
IN-1
Index
Deployment Model tab

Description column
detailed tracing
device types
Inbound checkbox
2-9, 6-60
6-5
Inbound tab, Unified CCE
6-2
Inbound Traffic tab, Unified CCE
2-4
2-1
dial plans
affect on performance
Unified CVP fields
2-14
Industry selection list
6-42, 6-136
6-2
initializing, default time
2-2
Input section
IP-IVR component
1-15
6-155
IP-IVR tab, Unified CCE
3-4
Edit link
2-5
6-33, 6-108, 6-123
interface, Unified CST
E
ECC
6-2
Individual Sizing
2-4
DSP
impact
IVR script
1-20
e-mailing a solution
Endpoints tab
Errors status indicator
3-3
1-19
examples
Last Updated column

2-11
Exp Adv tab
3-21
3-26
1-20
2-9, 6-62
mobility
3-7
1-10
Individual Products link
Dial Plan tab
6-5
Exp Adv tab, Unified CCE

Expert Advisor component
Extended Call Context
3-20, 6-33
Expert Advisor (Exp Adv) checkbox
6-5
6-154
MCS 7825/7835, increasing RAM

Media tab
3-4
Extended Call Context (ECC)
6-2
2-5
2-17
MeetingPlace
3-4
impact
4-2
memory requirements for Unified CM

mobility application example
mobility example
Gateways component
Gateways Group section

Gateways section
growth
2-5
6-132
6-36
3-3
guidelines
2-11
2-11
modifying service parameters
6-151
2-2
2-3
Name column
6-2
New Solution tab
1-4
I
identifying the solution components
improving performance
2-6
2-4
O
on-line help
1-17
IN-2
OL-25515-01
Index
Others section
service parameters, modifying
6-21
Outbound checkbox
sizing factors
6-5
Unified CCE
Outbound tab
Unified CCE
3-2
Unified Communications components
3-9
Outbound tab,
Sizing Scenario column
Unified CCE
sizing variables
6-13
Output tab
skill groups
Unified CM
2-5
6-2
3-1
3-3
Skills section
2-19
6-37
Solution Description field

Solution Name field
6-2
6-2
Solution Sizing Summary tab
performance, improving
PG component
Status column
6-154
PG tab, Unified CCE

post dial delays
Status indicator
3-22, 6-36
supervisors
3-5
1-19
3-3
2-5
System Equipment section
System Load section
6-36
6-21
3-4
6-43
6-2
swapping to disk
queue delay
1-11, 6-149
Standalone VoiceXML section
2-4
4-1
System Releases link
1-7
6-2
R
T
RAM requirements for Unified CM
reporting
2-2
TDM Voice Gateways checkbox
3-4
analyst profiles
TDM Voice Gateways tab
6-24
Unified Intelligence Center

WebView
traffic flow
3-14
1-20
2-21
6-3
4-2
3-4
Traffic Mix section
1-20
Revalidation Required status indicator

ring delay time
Terms of Use link
third-party voice messaging
6-22
Reporting tab, Unified CCE

Revalidate link
6-22, 6-24
6-4
Traffic Mix tab
6-8
2-12, 6-68
transcoding
3-4
impact
2-2
S
U
saving solutions
1-19
Select checkbox
6-2
sending a solution
Sent By column
1-20
6-2
UCCE Options tab
3-12
Unanswered Calls section
6-19
Unanswered Calls Summary section
6-14

OL-25515-01
IN-3
Index
Unified CCE
Unified Service Monitor
Components tab
CVP tab
sizing instructions
3-6
Unified System CCE (SCCE) checkbox
3-24
Exp Adv tab
3-20, 6-33
Inbound tab
6-5
PG tab
2-2
3-7
3-26
Outbound tab
3-9, 6-13
3-22, 6-36
Voice Messaging
4-4
Reporting tab
3-14
Voice Messaging checkbox
sizing factors
3-2
Voice Messaging component
Unified CVP tab
6-40
Voice Messaging tab
Unified CCE Options tab

Unified CM component
6-5
Utilization
CPU
Inbound Traffic tab

IP-IVR tab
4-18
6-19
VRU Only section
6-151
VRU PG
6-3
6-152
6-99, 6-103, 6-106

6-43
3-3

sizing instructions
4-16
Unified Communications Manager checkbox

Unified Communications Manager tab
6-3
6-60
website for Unified CST
Unified Communications Operations Manager

field definitions
1-2
WebView or Unified Intelligence Center radio

buttons 6-5
6-129
Windows 2000 memory limitations
Unified Communications Provisioning Manager

field definitions
wrap-up time
6-129
2-2
3-4
Unified Communications Service Monitor

field definitions
6-129
Unified Communications Service Statistics Manager

field definitions
6-129
Unified Contact Center Enterprise checkbox

Unified CVP component
6-153
Unified CVP or Unified IP IVR radio buttons

Unified CVP tab, Unified CCE
Unified ICM
6-3
6-5
6-40
3-3
Unified Intelligence Center profiles

Unified IP IVR
6-24, 6-27, 6-29, 6-31
3-3
Unified Operations Manager

sizing instructions
4-17
Unified Presence
impact
4-2
Unified Provisioning Manager

sizing instructions
4-17
IN-4
OL-25515-01

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Cisco Unified Communications Sizing Tool

Text Part Number: OL-25515-01

Obtaining Documentation and Submitting a Service Request

Introducing the Cisco Unified Communications Sizing Tool

Compatible Components Sizing

Using the Solution Sizing Summary

Using the Unified Communications ST Interface

Managing Saved Solutions

Defining a Solution Sizing Scenario

Sizing the Core Unified Communications System Release Components

Identifying the Solution Components 2-5

Cisco Unified Communications Sizing Tool User Guide

Specifying the Dial Plan 2-13

Sizing a Unified Contact Center Solution

Sizing a Solution with Unified CCE 3-1

Describing Outbound Unified CCE Traffic

Describing the Unified Expert Advisor Options

Describing Unified IP IVR Options

Sizing Optional Unified Communications System Release Components

Sizing a Solution with Cisco Emergency Responder

Sizing a Solution with Conferencing and Collaboration

Sizing a Solution with Cisco Intercompany Media Engine

Sizing a Solution with Unified Communications Management Applications

Sizing Individual Products

Identifying Individual Products

Sizing an Individual Unity Product

Sizing an Individual Unity Connection Product

Sizing an Individual Unified MeetingPlace Product

Sizing an Individual Unified Contact Center Express Product

Cisco Unified Communications Sizing Tool User Guide

Sizing Individual Gateways

Sizing IOS Router DSP Resources 5-18

Unified Communications Sizing Tool Field Reference

New Solution Sizing

Unified Contact Center Enterprise 6-4

Calculator Input 6-35

Unified Communications Manager 6-60

Cisco Unified Communications Sizing Tool User Guide

Attendant Console 6-84

Unified MeetingPlace or 3rd Party Conferencing and Collaboration 6-107

Unified Communications Management Applications

Cisco Unified Communications Sizing Tool User Guide

Load That Needs to Be Allocated to Remaining Gateway Groups 6-133

Solution Sizing Summary 6-149

Cisco Unified Communications Sizing Tool User Guide

Obtaining Documentation and Submitting a Service Request

Chapter 1, Introducing the Cisco Unified

Introduces the purpose of the Unified

Chapter 2, Sizing the Core Unified

Describes how to use the Unified Communications

Cisco Unified Communications Sizing Tool User Guide

Chapter 3, Sizing a Unified Contact Center

Describes how to use the Unified Communications

Chapter 4, Sizing Optional Unified

Describes how to use the Unified Communications

Chapter 5, Sizing Individual Products

Describes how to use the Unified Communications

For more information about the Cisco Unified Communications System:

Cisco Unified Communications Sizing Tool User Guide

Cisco Emergency Responder

Obtaining Documentation and Submitting a Service Request

Cisco Unified Communications Sizing Tool User Guide