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Cisco Bug: CSCup72492 - Inconsistent config limits: 15 SGs/agt, 15000/site, 1000 agts logged in

Last Modified

Dec 29, 2016

Products (1)

  • Cisco Unified Contact Center Enterprise

Known Affected Releases

10.0(1) 10.5(1) 9.0(1)

Description (partial)

The published 15 skillgroups/agent PCCE config limit does not include the agent's "default" skillgroup, which means the agent has 16 skillgroups.  The overall limit is inconsistently enforced by web admin and by OPC.

Utilizing maximum allowable config limits :
1,000 logged-in agents, 
15 skillgroups+PQs/agent, and 
15,000 MaxPeripheralAgentQueuePair

1. Add at least 1000 agents.
2. Create enough skillgroups, attributes, and PQs such that each agent is a member of 15 skillgroups and PQs.
3. Start logging in 1000 agents (limit).

==> Expected: Because the above steps comply with documented and web admin enforced config limits one would expect that 1000 agents can log in

==> Actual: Not all 1,000 agents can log in because an additional "default" skillgroup per agent is counted against the max.  There is a ~5% additional buffer on the 15,000 logged in agents' MaxPeripheralAgentQueuePairs so that actually about 985 agents do log in, but not more.  So the 15,000 MaxPeripheralAgentQueuePair limit only allows 937 agents with 15 skillgroups and PQs.

If 1000 agents were to be logged in, that's 16,000 agent-queue pairs, but t_Peripheral.MaxPeripheralAgentQueuePair caps this at 15,000.
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