Webex contact center maximum concurrent calls support

[binhnguyen7872]

What is the max concurrent calls support per instance/tenant of Webex CC Premium? There no such document indicating of max number, but I think it is still 400 max concurrent calls.  So please someone confirm it. 

Thank you so much.

[david.macias]

I saw this recently posted somewhere else. https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/webexcc/SetupandAdministrationGuide_2/b_mp-release-2/b_cc-release-2_chapter_011.html?bookSearch=true#topic_F4DDB50715706E71555A524EB3D00D5E

Ultimately, it seems to be based on your entitlement x 1.3 for concurrent voice threshold.

david

[binhnguyen7872]

Hi David,

Thanks for the reply and the link. I did looked at that doc prior to posting this topic.  However, it's not cleared what the limitation of max concurrent calls; since it's clearly saying that "

If the Maximum Concurrent Voice Contact Threshold is insufficient for your business requirements for a short duration, submit a service request to Cisco Support to have the value adjusted."

I couldn't find a doc for max concurrent calls.  

Thanks,

Binh.

[david.macias]

How I read this is that there isn't a max, but it can be adjusted based on your use. I'm sure there's ultimately a max and it would be nice to know what that is. Maybe @Arunabh Bhattacharjee can help.

david

[Arunabh Bhattacharjee]

Hi All,

This is documented in detail under the Surge protection settings

https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/webexcc/SetupandAdministrationGuide_2/b_mp-release-2/b_cc-release-2_chapter_011.html#topic_F4DDB50715706E71555A524EB3D00D5E__ID-00000777


Those are max concurrent contacts

For max limits based on configuration that is documented in the max limits guide

https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/webexcc/SetupandAdministrationGuide_2/b_mp-release-2/m_getting-started.html#Cisco_Reference.dita_ac326701-f246-48c1-ab95-5cedce48c68b

Thanks,
Arunabh

[david.macias]

@Arunabh Bhattacharjee the second link was one I had not seen and is awesome, thank you for that. However, I still can't nail down a max voice capacity. So the first link can be summarized with this:

The percentage of voice contact sessions that the tenant can have, over and above the Concurrent Voice Contact Entitlements.

The default surge percentage is 30%.

So that's not exactly a max, but a specific max based on your entitlement. The second link only really shows the the 2000 call limit for a single CBT. So the question still stands, what is the max concurrent calls a WxCC tenant can handle?

Thank you for your quick response.

[binhnguyen7872]

Hi Arunabh,

So please correct me if I'm wrong, as you saying that there is no limitation of max concurrent calls/contacts since the value can be adjusted as needed and purchasing more license as required.  Please confirm that there is no limitation on WxCC and customer can add more agents up to 2500 active users as system limits guide.  Still there is no indication of max concurrent calls/contacts for WxCC any where in the doc.  I've recalled to see a slide from Cisco that WxCC is up to 400 concurrent calls similar to UCCX, but I cannot find it anywhere on CCO.  We have customer that is ready to migrate over more agents to WxCC and we would like to make sure they don't hit the limitation per tenant/instance.  So please provide more clarification and confirmation on max concurrent calls.

Thank you so much.

Binh Nguyen

[binhnguyen7872]

[binhnguyen7872]

Hi David and Arunabh, 
So looks like the max concurrent calls/voice contacts limitation is10k and can be surged up to 13K based on current settings.  However, we need to confirm that.  Thank you.

[Arunabh Bhattacharjee · Accepted solution]

This is correct. It is the per tenant max on the platform. However it is tied to entitlement and we cap it based on licenses and 130% of that for surge contacts - this 30% buffer is provided for you to exceed due to incoming /unprecendented surges.

And it is all related to 100% and 130% of entitled maximum.

BTW since max is 10k based on licenses = 130% of max is 13k. 

So use the formula based on the links above, plugging in your licensing counts. 

So per tenant, calculations need to be made on = tenant maximum. and surge maximum (130%). This is your high watermark.

Thanks & Regards,

Arunabh.

[binhnguyen7872]

Thank you Arunabh for your promptly reply and clarification!

Binh.