UCCE v10.5 - Latency and Jitter enquiry for Call Manager Jabber and Finesse over a WAN

[IanMellor2859]

Hi,

I looking for values on Latency and Jitter vales for Agent using Call Manager, Jabber and Finesse over a WAN (HCS-CC or UCCE v10.5). Before these agents start to experience issues. Is there information like this available?

[bill.king1]

Some of what you're looking for would be in the UCM documentation, but as a start you might look in the UCCE design guide, such as here.

https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/icm_enterprise/icm_enterprise_10_5_1/Design/Guide/UCCE_BK_UBCCA467_00_ucce-design-guide/UCCE_BK_UBCCA467_00_ucce-design-guide_chapter_01101.html

[IanMellor2859]

Hi Bill,

Thank you for this update and I looked at the SRND before raising my case. But a lot of the Network information in here and what I can see is it more around latency between ICM components to ICM comment within a Lan, or for ICM SideA to ICM SideB information (ICM components) via a WAN.

But I'm looking for information Jitter and Latency limits will start to effect Agents answering voip calls, who are connected to the Connect Cisco Centre platform via their own Customer WAN and this reason where I'm struggling to find anything useful

[bill.king1]

This document outlines some of these requirements from a mobile agent perspective, I imagine this helps as a start.

https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/icm_enterprise/icm_enterprise_11_5_1/Design/Guide/ucce_b_soldg-for-unified-cce/ucce_b_soldg-for-unified-cce_chapter_010.html

[IanMellor2859]

Hi Bill,

Thank you, I will take a look through this url and keep you posted.