Contact Center (UCCX) Solution

[Syed]

Greetings Everyone,

Here I am with a new requirement that I have ever worked on, but have a little bit knowledge of UCCX.

I am in need of Contact Centre solution for 50 - 80 agents as of now, and the number of agents may increase down the line.

I would need someone to assist me with the solution (Server/Hardware) and videos/documents to implement & configure.

Also, help me with server version, licensing, monitoring tools, Cisco Agent Desktop (CAD) & basic scripting etc.

CUCM Info:

Server: MCS – 7835I2

Version: 8.5.1.15900-4

Note: CUCM will be upgraded to of the latest versions in near future.

Thank you in advance.

[Deepak Rawat]

http://docwiki.cisco.com/wiki/Virtualization_for_Unified_CCX#Migrating_to_Unified_CCX_Release_8.5.281.29_from_Physical_to_Virtual_Server

I would personally go for BE6K or BE7K that allows to install 4 - 5 UC applications that can include UCCX, CUCM, CUC etc

As far as the integration and initial configuration is concerned, below are some good videos that will help. Though the link shows for UCCX 7 but it is exactly and still the same for UCCX 10 or 11

https://supportforums.cisco.com/document/93096/provisioning-uccx-70

https://supportforums.cisco.com/video/11930226/uccx-installation-and-integration-cucm

http://www.cisco.com/c/en/us/support/docs/voice-unified-communications/unified-contact-center-express-701/113389-uccx-cucm-00.html

Rest I will suggest you to go through the configuration, design, user guides etc based on your UCCX version available at the below link that will make you better with UCCXslowly and gradually:

http://www.cisco.com/c/en/us/support/customer-collaboration/unified-contact-center-express/tsd-products-support-series-home.html

Regards

Deepak

[Syed]

Hi Deepak,

I have UCS C240 M3 and it has already 2 VMs (cisco media sense & informacast), can I have uccx on this? If yes, what are the prerequisites?

[Deepak Rawat]

Syed, since you have not mentioned the exact BOM details hence I cannot tell if the UCS C240 M3 will fall under the TRC or not. You can check that yourself at the below link and match the configuration of specs that you have on the UCS C240 M3 against the specifications mentioned in the BOM

http://docwiki.cisco.com/wiki/UC_Virtualization_Supported_Hardware#C240_M4S2_TRC.231

Even if it does not fall in the category of TRC, then it will fall under the category of UC on UCS Specs-based wherein you need to check one major thing and i.e., CPU speed if more than 2.49 GHz then it will be considered as Full UC Performance CPUs and if between 2.0 GHz and 2.49 GHz then it will be classified as Restricted UC Performance CPUs

You will be able to install UCCX in all the scenarios i.e., if the UCS you are using there falls in the category of

1) Tested Reference Configuration (TRC)

2) UC on UCS with Full UC Performance CPUs

3) UC on UCS with Restricted UC Performance CPUs

The only drawback in case if the server qualifies as UC on UCS with Restricted UC Performance CPUs, then you will only be able to use it for 100 agents and not for 300 or 400 agents. Refer below

http://docwiki.cisco.com/wiki/Virtualization_for_Unified_CCX#Version_11.0.28x.29

Regards

Deepak

[Syed]

Hi Deepak, 

Please find the attached UCS240M3 specs.

I think, as per the above link & specs this UCS falls under TRC and it is UC on UCS with Full UC Performance CPUs.

Please correct me if I am wrong.

I have also provided the free HDD space available on VMware (ESXI 5.0.0), and hope enough space available to install UCCX, please confirm.

Thank you

[Syed]

Deepak,

Please confirm.

Thank you

[Deepak Rawat]

This server is supported to install UCCX and will fall under UC on UCS Full Performance CPUs. However, you will not be able to install UCCX on it since you only have 51 GB left and you require a minimum of 146 GB to install UCCX.

Regards

Deepak

[Syed]

Is it possible to increase HDD on this server? if yes, how do I do that?

[Deepak Rawat]

Rather than asking everything, I will recommend to Google yourself and find the answer. What you are asking is very generic information and little efforts on your side will give you the required information. There is lot of info on web related to this.

Regards

Deepak

[Syed]

This is the first time I am dealing with this nature of requirement, hence wanted to be more attentive and seeking your valuable suggestion. 

I beg your pardon for troubling too much.

[Syed]

google gives me a lot of information, but not actually what I wanted.

The C240M3 can host upto 24 HDDs, and it has already got 16 HDDs with 2.17 TB total space and only 55 GB is available now.

As mentioned by Deepak to install UCCX I need 148 GB.

My question is, can I host the remaining HDDs and install UCCX on this?

May someone help me with this, please?

[Deepak Rawat]

Yes without any doubt, if this UCS C240M3 can support upto 24 HDDs and there are only 16 installed then you can add more HDDs and can install UCCX then.

Regards

Deepak