We are looking at a global deployment of UCCX. The number of agents will be small, around 25 in total, but globally dispersed.
What is the maximum network latency UCCX can tolerate?
We would be looking to have the UCCX server, PSTN connection and CUCM in a datacentre in London and agents in London, Toronto, Singapore and Santiago.
There would be QoS set on the WAN but latency between London and Santiago could be an issue as it may be 200ms or worse.
Any feedback would be appreciated.
Above 150ms, or esspecially 200ms your voice quality will begin to degrade. This is not a CCX limitation.
What will really get you is the amount of CAD signaling. It is a "chatty" application; delay will slow it down. Here is an excerpt from the CCX SRND:
Impact of delays inherent in the applications themselves. 25 seconds is the initial Cisco Unified
CCX agent login setup time with no WAN delay. The overall time to log in agents and base delay
adds approximately 30 seconds of delay per 30 milliseconds of WAN delay.
I do not recall there being a documented maximum in the SRND because the BU likely expected the voice RTT delay limit of 150ms to become a problem first.
Also remember that all reporting in CCX is recorded and displayed in server time. Global deployments could be somewhat annoying because all reporting for an agent in another timezone would have to be mentally offset by the person viewing the report. There are similar issues with time-of-day/day-of-week code within scripts but these can be overcome with some work at least.