System Requirements and Constraints

Transcription

1 Configuration Limits and Scalability Constraints, page Standard Operating Conditions, page 8 Data Store Configurations, page Workstation Specifications, page All-Event Client and Monitor-Mode Connection Limits, page G.7 Audio Codecs Support, page 2 Solution Component and Feature Availability by Deployment Type, page 4 Congestion Control Limits by Deployment Type, page 5 Scalability Impacts of Components and Features, page 6 otes on ICM/ CCE Components, page 8 Contact Center Management Portal, page 20 E.64 Dial Plan Design Considerations, page 2 Configuration Limits and Scalability Constraints The following tables specify the configuration limits and scalability constraints for the ICM/CCE products. These configuration limits are part of the ICM/CCE product design constraints and were used for system sizing characteristics as tested by Cisco. Most of these system parameters (or combinations of these system parameters) form contribution factors that affect system capacity. When you design your contact center, take special care to ensure that your design is deployed within these limits. (See the comments in the following table for more detail.) Consult Cisco if you have special configuration requirements that might exceed specific parameters.

2 Configuration Limits and Scalability Constraints Important This appendix serves as a quick reference. Check the Communications in a Virtualized Environment and the Compatibility Matrix for CCE pages on the DocWiki, and the Cisco Collaboration Sizing Tool for more information on system constraints. The compatibility matrix specifies all supported configurations and versions for Cisco Contact Center Enterprise Release 0.0. The information in the compatibility matrix supersedes compatibility information in any other Cisco Contact Center Enterprise documentation. If a configuration or version is not stated in the compatibility matrix, that configuration or version is not supported. The check mark in the table indicates that a given parameter is applicable to the indicated ICM/CCE product edition. See the notes at the end of this table. Table : Configuration Limits and Scalability Constraints Maximum Limit Limit Value <=450 ( CCE only) >450 - <=2,000 Applies to CCE ICME CCH ICMH Comments ECC (Extended Context Call) and User variables size (bytes) CVP and Outbound Option rely on a subset of this maximum limit for integration with ICM. The maximum indicated is independent from the number of ECC and user variables used, with each representing approximately 50-bytes extra storage per record. The maximum includes both persistent and nonpersistent variables. umber of Peripheral Variables (Call Variables) 0 0 Peripheral Variable length (characters) characters, excluding terminating ULL. 2

3 Configuration Limits and Scalability Constraints Maximum Limit Limit Value <=450 ( CCE only) >450 - <=2,000 Applies to CCE ICME CCH ICMH Comments VRU PIMs on each VRU PG 0 Each CVP PIM supports 900 ports, which means that the total maximum ports on a VRU PG is VRU PIMs on each Generic PG 2 4 A Generic PG with Cisco Call Manager (CUCM) PIM only supports 000 Ports total. VRU PIMs on each System PG 5 IP-IVR PIMs only. TDM PIMs on each PG 5 Multiple PIMs on a PG affect performance. Compared to a single PIM on each PG, multiple PIMs lower the total number of, IVR ports, and supported call volume. There is a maximum of one PIM on each TDM PG with CTI OS coresident. MR PIMs on each MR PG 2 UCM PIMs 2 Duplex PGs on each ICM instance 50 For deployments with <= 450 and Cisco Outbound Option, there is another MR PG. See UCM limit above. PIMs on each system (total) 4 50 One agent PIM, two VRU PIMs, and one MR PIM (applies to >= 450 only). 3

4 Configuration Limits and Scalability Constraints Maximum Limit Limit Value <=450 ( CCE only) >450 - <=2,000 Applies to CCE ICME CCH ICMH Comments Configured on each system (total) 65,000 Configured on each system (total) ,000 Configured on each peripheral x agent capacity Example: For a 2000 agent capacity peripheral gateway, the maximum configured for that peripheral is Skill groups on each peripheral gateway Configuration of precision queues creates a skill group per agent PG which counts toward the supported number of skill groups on each PG. Skill groups on each system ,000 Configuration of precision queues creates a skill group per agent PG which counts toward the supported number of skill groups on each system. CTI OS on each Agent PIM 4

5 Configuration Limits and Scalability Constraints Maximum Limit Limit Value <=450 ( CCE only) >450 - <=2,000 Applies to CCE ICME CCH ICMH Comments Provisioning operations on each hour For Configuration Manager, web reskilling, CCMP, or AAS maximum number of save operations across all ADSs in the solution in a -hour period. 200 changes per provisioning operation. SCCP dialer ports on each dialer 20 SCCP dialers on each PG pair (Side A + Side B) 2 Only one dialer type (SCCP or SIP) can be installed per PG. SIP dialer ports on each dialer 500 This limit assumes that the model is distributed, numbers vary based on deployment. SIP dialers on each PG pair (Side A + Side B) Only one dialer type can be installed per PG. SIP dialer Ports on each server (total) 500 In multi-instance deployment. Dialer ports on each system (total) 4000 Dialers on each system (total) 32 Campaigns on each system 00 5

6 Configuration Limits and Scalability Constraints Maximum Limit Limit Value <=450 ( CCE only) >450 - <=2,000 Applies to CCE ICME CCH ICMH Comments Campaigns skill groups on each system 00 Total skill groups from all campaigns. Campaign skill groups on each campaign 20 Limitation on skill groups for any given campaign (as long as the maximum 00 campaign skill groups per system not exceeded). Dialed numbers on each system ,000 Labels configured on each system ,000 Call type skill groups on each interval ,000 Total call type skill group records. Configured call types 500 0,000 Total call types configured. Active call types Precision Routing (PR) Attributes on each system 0,000 PR Attributes for each Agent 50 PR Precision Queues (PQ) on each system 2000 PR PQ Steps on each system

7 Administration and Data Server Limits by Deployment Type Maximum Limit Limit Value <=450 ( CCE only) >450 - <=2,000 Applies to CCE ICME CCH ICMH Comments PR Terms for each PQ Step 0 PR Steps for each PQ 0 PR Unique attributes for each PQ 5 ote Deployments close to the maximum number of configured on a system can show performance degradation and failed call routing, especially if contending capacity limitations also approach maximum thresholds. Expert assistance from partner or professional services is generally necessary for capacity-related system planning. Parameters that most impact performance with large numbers of configured include total number of system peripherals, routes, number of active, and overall call load. The points at highest risk for degradation are busy hours and the half-hour update period, during which the PG sends report data to the Central Controller. System administrators can lessen the impact of these issues by purging unused configured, retiring inactive peripherals, and maintaining systems at current maintenance release levels. ote For CCH running with SCCP dialer, there is only one instance of Cisco Outbound Option for each CICM platform/complex with a maximum of two dialers for each PG pair. Administration and Data Server Limits by Deployment Type ou can deploy only so many Administration and Data Servers for each Logger. ou can only deploy more AWs by removing an equal number of AW-HDSs. Table 2: Administration and Data Server Deployment Limits Component on each Logger side Limits by agent count ,000 AW only 2 AW-HDS-DDS AW-HDS 3 7

8 Standard Operating Conditions Component on each Logger side Limits by agent count ,000 HDS-DDS Limits for Active Administration and Data Server Users The following table lists the limits for the types of active Administration and Data Server users. User CCE 4,000 Agent Deployment CCE 2,000 Agent Deployment otes Administrators Includes setup, configuration, and scripting users. Each Distributor can support up to 64 users. Real-Time Only Distributors (for configuration only) 4 (2 on each side) 0 (5 on each side) Standard Operating Conditions Except when explicitly specified, the ICM/CCE hardware selection described in this section is based on the following operating conditions. When you size a CCE Reference Design, ICM, or other CCE software implementation, consider the factors listed here. Many variables affect system capacity, but Cisco chose values for a representative subset. The sizing limitations in this table are based on that subset of variables. Table 3: Operating Conditions for ICM/ CCE Operating Condition Value <=450 >450 - <2,000 Applies to CCE ICM CCH ICMH Comments Maximum number of CTI OS Servers per PG Standalone CTI OS system (not for production systems) Maximum number of Cisco Finesse servers per PG 2 2 Each PG pair can support

9 Standard Operating Conditions Operating Condition Value <=450 >450 - <2,000 Applies to CCE ICM CCH ICMH Comments Average skill groups per agent per team 5 5 Does not include default skill group; assumes 7 statistics for each skill group enabled umber of supervisors 0% 0% 0% of total agent population umber of teams Agents/0 0% 0% of total agent population (9 and supervisor per team) Monitor mode applications (CTI OS) 2 2 ou can increase the number of monitor mode connections to 5 by reducing the All-Event clients by an equal amount. A 0 each 9

10 Standard Operating Conditions Operating Condition Value <=450 >450 - <2,000 Applies to CCE ICM CCH ICMH Comments All-Event clients (CTI Server) 5 2 For 2 vcpu VMs built from the Small Agent PG OVA. These clients are in addition to the 2 CTI OS connections. ou can reduce the number of All-Event clients to support more monitor mode connections For 4 vcpu VMs built from the Large Agent PG OVA. These clients are in addition to the 2 CTI OS connections. ou can reduce the number of All-Event clients to support more monitor mode connections. ECC variables 5 scalars 5 scalars 40 bytes each Call flow traffic on straight calls 85% 85% Call flow traffic on transfer calls 0% 0% Call flow traffic on conference calls 5% 5% Outbound dialer call transfer rate 30% Percentage of the calls transferred to agent or VRU 0

11 Data Store Configurations See the section on All-Event Clients and monitor-mode connections for more details. 2 See the section on All-Event Clients and monitor-mode connections for more details. 3 See the section on All-Event Clients and monitor-mode connections for more details. Data Store Configurations If you are setting up Tested Reference Configuration (TRC) or spec-based servers, consult the UC Virtualization Supported Hardware page at Workstation Specifications The following list gives the minimum system requirements for agent and administrator workstations: CPUIntel Pentium dual-core processor (2.5 GHz) Memory4-GB RAM Hard drive250-gb SATA Sound cardwindows-compatible full-duplex sound card required if the contact center uses Cisco IP Communicator, Silent Monitoring, or Jabber. Administration & Data Servers and Administration Clients have these extra requirements: Graphics cardsupport for 024 x 768 x 64 K color or better Display monitor7 inch or larger Related Topics Cisco Finesse Desktop Solution All-Event Client and Monitor-Mode Connection Limits The CTI server uses All-Event clients and the CTI OS server uses monitor-mode connections. Maximums for Two vcpu Small Agent PG OVAs On this OVA, the numbers of each type of connection are linked. If you use more of one, you can have less of the other. On each Agent PG, you can have the following: A maximum of seven All-Event clients on the CTI server. A maximum of five monitor-mode connections on the CTI OS server. A combined maximum of nine All-Event clients and monitor-mode connections.

12 G.7 Audio Codecs Support Important On this OVA, the Agent PG does not support having both seven All-Event clients on the CTI server and five monitor-mode connections on the CTI OS server. our design must trade off one for the other to stay within the combined maximum of nine. Maximums for Four vcpu Large Agent PG OVAs VMs built from the large OVA with four vcpu can support more All-Event Clients and monitor-mode connections. On each Agent PG, you can have the following: A maximum of 20 All-Event clients on the CTI server. A maximum of five monitor-mode connections on the CTI OS server. Unlike VMs built from the smaller OVA, these limits are not linked. The number of All-Event Clients does not limit the number of monitor-mode connections that you can have on the large VMs. ou can use the maximum amount of each type, if your system can support the load. All-Event Clients Each of the agent desktop solutions (Cisco Finesse, CTI OS Desktop, and Cisco Agent Desktop) uses two of the available All-Event clients. Some of the possible consumers of the clients are: CAD IP Phone Agent (2) Real-Time Adherence (2) Some third-party recording vendors (2) WIM and EIM (2) Cisco Media Blender B&S MCAL Remote Silent Monitor Monitor-Mode Connections If your deployment uses the CTI OS server, it begins with two monitor-mode connections on each side of the redundant pair. With the Small Agent PG OVA, you cannot configure those connections to fail over to the other side in a failure. In a failure on Side A, the resources connected to the CTI OS server on Side A cannot reconnect to the Side B server. Those extra connections would push Side B past the combined maximum of nine. With the Large Agent PG OVA, you can configure those connections to fail over if that does not exceed five monitor-mode connections on the other server. G.7 Audio Codecs Support CCE negotiates the audio codec when a call first connects between two points. For example, the codec is negotiated when: A call arrives in the system and media is established between the ingress gateway and a VXML browser. 2

13 Codec Support in CVP A call in the queue connects to an agent and media is established between the ingress gateway and the agent phone. An agent conferences a call and media is established between all the parties and a conference resource. Codec selection can change on each leg of the call, depending on what codecs each component supports. There are two types of audio codecs for G.7: G.7 mulawused in orth America and Japan G.7 A-LawUsed everywhere else CCE supports both audio codecs. In previous releases, the TDM gateway could convert the A-Law that PCM used in the ISD trunk to G.7 mulaw on the SIP dial peer. This conversion enabled the voice traffic inside the contact center to run on G.7 mulaw, while the EMEA PST was on A-Law. Service providers now have a SIP interface that bypasses the TDM VGW; this requires a new architecture with internal support for A-Law. Communications Manager allows configuring codec preferences at the region level; so you can advertise both A-Law and mulaw. Codec Support in CVP CVP Default Prompts CVP has default prompts for both mu-law and A-Law. ou can only use one of the codecs in your deployment. Agent Greeting ou can record agent greetings in either mu-law or A-Law. ASR/TTS CVP supports ASR/TTS with either mu-law or A-Law. Codec Support in CCE Mobile Agent Mobile Agent can advertise either G.7 mulaw or A-Law. But, Mobile Agent can only advertise one codec at a time. All the Mobile Agents on a peripheral must use the same codec. The Communications Manager must insert a transcoder in order to send a Mobile Agent a call in a different codec. Cisco Outbound Option Dialers SCCP Dialers do not support A-Law. SIP Dialers with Cisco UBE can support A-Law with specific design considerations. The SIP Dialer does not advertise A-Law. So, the deployment needs DSP resources on Cisco UBE during the initial negotiation (no media) between the SIP Dialer and the SIP service provider. During a REFER from the Dialer to the agent, 3

14 Mixed Environments ot Supported Cisco UBE renegotiates the code with the agent to use A-Law. Cisco UBE can then release the DSP resource (Transcoder). Silent Monitor Support The following silent monitoring solutions support both mulaw and A-Law: Communications Manager Silent Monitoring CTI OS-based Silent Monitoring Cisco Remote Silent Monitoring Cisco Agent Desktop Silent Monitoring Mixed Environments ot Supported Mixed mode A-Law and mulaw deployments are not supported. Design consideration is needed for a site that is transitioning from mulaw to A-Law. Mobile Agent All Mobile Agents on a peripheral are required to use the same codec. CVP Prompts CVP prompts must all use the same codec. Solution Component and Feature Availability by Deployment Type This table lists the availability of certain components and features in various deployment types. Solution Component and Feature Availability by Deployment Type AM 3AM Rogger 2IVR ICM 4ICM Router/Logger 8ICM Rogger 5UCCE 8000 Agents Router/Logger 6UCCE 2000 Agents Router/Logger 9UCCE 4000 Agents Rogger 3UCCE 450 Agents Progger 7Packaged CCE : CCE-PAC-M 0Packaged CCE : CCE-PAC-M Lab Only HCS-CC 000 Agents 2HCS-CC 500 Agents 4HCS-CC 4000 Agents 5HCS-CC 2000 Agents CCE/ Communications Manager Agents 4

15 Congestion Control Limits by Deployment Type Solution Component and Feature Availability by Deployment Type AM 3AM Rogger 2IVR ICM 4ICM Router/Logger 8ICM Rogger 5UCCE 8000 Agents Router/Logger 6UCCE 2000 Agents Router/Logger 9UCCE 4000 Agents Rogger 3UCCE 450 Agents Progger 7Packaged CCE : CCE-PAC-M 0Packaged CCE : CCE-PAC-M Lab Only HCS-CC 000 Agents 2HCS-CC 500 Agents 4HCS-CC 4000 Agents 5HCS-CC 2000 Agents Third-party ACD Agent PG Third-party IVR PG Precision Routing ICM-to-ICM Gateway Cisco Finesse 4 Agent Request API CCMP CCDM 5 Web Admin and REST APIs Partial 6 CCDM 7 Parent or Child CICM 4 Finesse is only available for CCE/ Communications Manager. Finesse is not available for Third-party ACD. 5 CCDM is the management tool for HCS for Contact Center. 6 Only Precision Routing configuration is exposed. 7 CCDM is the management tool for HCS for Contact Center. Congestion Control Limits by Deployment Type Congestion Control provides protection to the Central Control Router from overload conditions caused by high call rates. When faced with extreme overload, congestion control keeps the system running close to its rated capacity. 5

16 Scalability Impacts of Components and Features Congestion Control provides satisfactory service during an overloaded condition to a smaller percentage of calls, rather than a highly degraded service to all calls. The feature keeps the system within its capacity by rejecting calls by the Routing Clients at the call entry point. Throttling the capacities ensures the service of the routed calls is successful without timeouts. This throttling prevents overloading the Router and ensures the designed call processing throughput under overload conditions. The following table lists the supported deployment types with the maximum supported calls per second (CPS). Table 4: Deployment Types Deployment type CCE 2,000 Agents Router/Logger CCE 8000 Agents Router/Logger CCE 4000 Agents Rogger CCE 450 Agents Progger HCS-CC 4000 Agents HCS-CC 000 Agents HCS-CC 500 Agents ICM Rogger ICM Router/Logger AM AM Rogger Maximum calls per second Scalability Impacts of Components and Features When your contact center use certain optional components and features, they have impacts on ICM/ CCE scalability and capacity calculations. This table lists some of these impacts. Component or feature CTI OS Security Impact When you enable CTI OS Security, agent capacity decreases by 25%. 6

17 Scalability Impacts of Components and Features Component or feature IPSec Impact When you enable IPSec: The maximum supported operational capacities for peripheral gateways in a CCE deployment decrease by 25%. This capacity reduction applies to, VRU ports, SIP Dialer ports, and call rate. The maximum call rate (calls per second) that the CCE deployment supports decreases by 25%. Mobile Cisco Outbound Option Agent Greeting CCE does not directly control the phones of mobile. The two delivery modes, Call-by-Call and ailed Connection, use resources differently. Run the Cisco Collaboration Sizing Tool to determine the exact impact of mobile. This feature reduces the agent capacity of the Agent PGs, as follows: Max = (Maximum PG agent capacity) (.33 x (number of SIP dialer ports)) or Max = (Maximum PG agent capacity) (4 x (number of SCCP dialer ports)) These formulas indicate platform capacity; they do not indicate how many can be kept busy by the number of dialer ports in the deployment. A quick, but inexact, estimate is that you require two ports for each outbound agent. our outbound resources can vary based on hit rate, abandon limit, and talk time for the campaigns. Use the sizing tool to determine outbound resources required for your campaigns. The Agent greeting feature has an impact the Router, Logger, and Communications Manager. On the Router and Logger, the feature increases route requests made which effectively decreases the maximum call rate by about one third. Run the Cisco Collaboration Sizing Tool to determine the exact impact on the Communications Manager. Precision Queues and Skill Groups Extended Call Context (ECC) As the average number of precision queues or skill groups for each agent increases, the maximum concurrent for each PG and for the whole system decreases. Extended Call Context (ECC) usage greater than that in the Operating Conditions has a performance and scalability impact on critical components of CCE. The capacity impact varies based on ECC configuration, which requires professional guidance on a case-by-case basis. Related Topics Additional Sizing Factors 7

18 otes on ICM/ CCE Components otes on ICM/ CCE Components This section contains notes on other ICM/ CCE server requirements. Administration & Data Server Deployment Capacities and Requirements The Administration & Data Server now offers several roles (also known as deployments) based on the functionality and amount of reporting data that it can handle. This section specifies the hardware requirements for an Administration & Data Server that are used with a reporting server (Cisco Intelligence Center) including servers with the following roles: Administration Server, Real-Time and Historical Data Server, and Detail Data Server (AW-HDS-DDS) Administration Server and Real-Time and Historical Data Server (AW-HDS) Historical Data Server and Detail Data Server (HDS-DDS) Do not run more than ten concurrent reports on any client machine. This is a combined limit for reports that run on the Intelligence Center User Interface, Permalinks, and Dashboards on the client machine. However, you cannot run ten concurrent reports for the 200 maximum reporting users on each node. Our capacity testing shows that 200 reporting users can each have the following running reports: Capacity testing uses the following profile: 200 Intelligence Center users per Intelligence Center server with: 4 real-time reports with 00 rows and 0 fields, refreshing every 5 seconds 2 historical reports with 2000 rows with 0 fields each, refreshing every 30 minutes ote Each reporting user is the equivalent of one Script Editor monitoring user (using Internet Script Editor or Administration Client). Virtual Machine Capacities The following table provides capacity guidelines for the Administration & Data Server VMs. Virtual machine Administration Server - AW AW-HDS-DDS AW-HDS Reporting user capacity vdisks x 40 GB x 80 GB and x 500 GB 8 x 80 GB and x 500 GB 9 8

19 CTI OS Server Virtual machine HDS-DDS Reporting user capacity 200 vdisks x 80 GB and x 500 GB 0 8 The two vdisks can be in the same data store. ou can customize the size of the DB vdisk at OVA deployment to meet your solution's needs with the DB Estimator tool. 9 The two vdisks can be in the same data store. ou can customize the size of the DB vdisk at OVA deployment to meet your solution's needs with the DB Estimator tool. 0 The two vdisks can be in the same data store. ou can customize the size of the DB vdisk at OVA deployment to meet your solution's needs with the DB Estimator tool. CTI OS Server Cisco requires that you collocate the CTI OS server component with the Agent PG. Standalone CTI OS servers are not supported. See the Compatibility Matrix for CCE at CCE for system requirements for the CTI OS server. Silent Monitor Service for CTI OS The silent monitor service is a single executable that you can deploy in two different ways: As a stand-alone server, which is called Silent Monitor Server Coresident with any CTI OS Client Toolkit application, which is called Silent Monitor Service for CCE Toolkit Silent Monitor Server The Silent Monitor Server is a stand-alone server that provides silent monitor functionality for a set of mobile. When you deploy the silent monitor service as a stand-alone server, do not collocate the server with any other CTI OS or CCE components. The following table gives the capacity for the standard Remote Silent Monitor VM. Table 5: Virtual Machine Capacity Virtual machine type Remote Silent Monitor Capacity (concurrent sessions) 80 Silent Monitor Service for CCE Toolkit ou can also configure the silent monitor service to provide silent monitor functionality for a single CCE agent. In this configuration, the silent monitor service runs on the same computer as the agent or supervisor s desktop. In a Citrix environment, the silent monitor service runs on the same computer as the agent or supervisor s Citrix client. 9

20 Cisco Web and Interaction Manager Cisco Web and Interaction Manager See the Hardware and System Software Specification for Cisco Web and Interaction Manager at products-technical-reference-list.html for system requirements, server configurations, capabilities, and limitations of the Cisco Web and Interaction Manager. Cisco Finesse Server Cisco Finesse requires Contact Center Enterprise and Communications Manager. For more information about supported versions and system requirements for Cisco Finesse clients, see the Compatibility Matrix for CCE at CCE. ou can only install the Cisco Finesse server as a virtual machine running under VMware ESXi. For more information, see the Virtualization for Cisco Finesse DocWiki page at Virtualization_for_Cisco_Finesse. ou can deploy Finesse on its own virtual machine or according to the coresidency policies outlined in the Communications Virtualization DocWiki at Virtualization. Contact Center Management Portal This section helps you select servers for Cisco Contact Center Management Portal ( CCMP) for CCE environments. Each of the deployment models described in this section assumes the possibility of an n-sided server configuration that replicates data between sites. Map folder structure to organizational structure to facilitate resource management. Table 6: Virtual Machine Capacities VM Capacity Agents (concurrent/configured) Configured CCMP users Folders Folder depth Small CCMP single box 500/ Small CCMP with Config AW 500/ Large CCMP Web/App Svr 8000/48, Large CCMP DB only 8000/48,

21 E.64 Dial Plan Design Considerations etwork Connections Consider these factors when you design the network connections for CCMP: LAConnect CCMP systems to ICM/CCE and other servers via gigabit (000BASE-T) connections. WAAllocate a dedicated link of at least.5-mb/s capacity to connect CCMP systems to ICM/CCE or for a distributed CCMP deployment across a WA. Load BalancingDistributed CCMP Systems can use a load balancer to distribute load across the sites. Use a dedicated load balancer, rather than using Windows built-in functionality. Any load balancing solution must support sticky connections to maintain the web session information between requests. Software Requirements for CCMP Servers For information on the software requirements for a CCMP server, see the CCMP documentation at tsd-products-support-series-home.html. ote For a single-server system, install the software prerequisites and CCMP components for both the Web Application Server and the Database Server on the single server. A single-server system can only support the smallest deployments. E.64 Dial Plan Design Considerations CCE supports E.64 dial plans and provides partial support for the + prefix as follows: Agent extensions cannot include the + character. Agent secondary lines cannot include the + character if the agent peripheral has All Lines Agent Control enabled. Route Ds through a CTI Route Point or a VRU cannot include the + prefix. Dialer-imported contact numbers and campaign prefixes cannot include the + prefix. Agents can dial the + prefix in combination with an E.64 number through Finesse or enabled customized desktops. Agents can dial the + prefix in combination with an E.64 number through their phones. For contact centers that advertise the agent extension outside of the contact center, these considerations apply: Use transformation patterns to add the + prefix to the calling number on outgoing calls. ou can use Calling Party Transformation CSS for phone configuration. To route incoming calls addressed to an E.64 number with the + prefix, use called party transformations on the translation patterns to strip the + prefix from the called number. The Attendant Console does not have visibility into the phone status. 2

22 E.64 Dial Plan Design Considerations 22