PG Generic and PG MR

[santiago_figueroa]

Hello I need Help. I need know if can to do over PROGGER this:

PROGGERA

LOGG

ROUTER

PGVRU --->      PG Generic

                              ^

PGCM--------------------i

PGMR

Dialer

Cti

CTIOS

can anyone help me?

Thanks.

[geoff]

No problem in a lab system.

If you are doing this in production, the SRND will indicate the limits. See 7.5 SRND p. 10.7 shows 450 agents max on a MCS-40-005-Class server. I would not do this in production though - I would use a pair of Roggers and a pair of agent PGs.

What version of UCCE? The 8.x SRND may lift the limit.

Regards,

Geoff

[santiago_figueroa]

Hello Geoff,

Thanks for your reply. My version is ICM Release 7.5.8, Build 27531 .

Best Regards

[CLAUDIO RIVAS]

Hi Geoff, so you mean in production depends on the capability indicated on the SRND? I suppose it depends on how much agents you have, the platform in question and the growth factor. But what if you have 90 agents and you know it won't go beyond 110 agents on 5 years? The only restriction i've seen documented is this one on the BoM Guide

: To estimate Outbound Option agent capacity for Agent PGs, use the following formula:

Max agents = (Maximum PG agent capacity) – (4 x (number of dialer ports))

So i suppose this is supported with the mentioned condition.

Is there something else to take as a must when considering outbound for small deployments?

Regards,

Claudio.

[geoff · Accepted solution]

As noted above, 450 agents max  (inbound only) on that class of server. The part you posted in a screenshot is reducing that max count due to the outbound dialer. So if you have 25 dialer ports, 4x25=100 - so in your case, the max would be 350.

You have a small call center, that's for sure. You would be within the guidelines of the SRND to do this with a pair of Proggers.

I've done small progger-based contact centers before and I just don't like them much.

Let's say you are comparing (a) a Progger based CC and (b) a Rogger-PG based CC: in (a), you probably want 7 boxes (2 x AD/DNS, 2 x Proggers, 2 x AW/HDS, CUIC server) while in (b) you want 9 boxes (2 x AD/DNS, 2 x Roggers, 2 x AgentPGs, 2 x AW/HDS, CUIC server). If you boxes are around $6k each, (a) will cost $42k and (b) will cost $54k. An extra $12k.

Compare this with the $153k you are paying Cisco for the Agent licencing.

It's just a lot easier to handle a Rogger config during upgrades, box failure and so on.

But as I said, A2Q will pass your design.

Regards,

Geoff

[CLAUDIO RIVAS]

Thank you Geoff, for me this is more clear. Hope Santiago question is too.

Again Thank you and regards,

Claudio.