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Avaya Call Management System: Release 15 Capacities Guide

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Avaya Call Management System

Release 15
Capacities Guide

May 2009

2009 Avaya Inc. All Rights Reserved.


Notice
While reasonable efforts were made to ensure that the information in this
document was complete and accurate at the time of printing, Avaya Inc. can
assume no liability for any errors. Changes and corrections to the information
in this document might be incorporated in future releases.
Documentation disclaimer
Avaya Inc. is not responsible for any modifications, additions, or deletions to
the original published version of this documentation unless such modifications,
additions, or deletions were performed by Avaya. Customer and/or End User
agree to indemnify and hold harmless Avaya, Avaya's agents, servants and
employees against all claims, lawsuits, demands and judgments arising out of,
or in connection with, subsequent modifications, additions or deletions to this
documentation to the extent made by the Customer or End User.
Link disclaimer
Avaya Inc. is not responsible for the contents or reliability of any linked Web
sites referenced elsewhere within this documentation, and Avaya does not
necessarily endorse the products, services, or information described or offered
within them. We cannot guarantee that these links will work all the time and we
have no control over the availability of the linked pages.
Warranty
Avaya Inc. provides a limited warranty on this product. Refer to your sales
agreement to establish the terms of the limited warranty. In addition, Avayas
standard warranty language, as well as information regarding support for this
product, while under warranty, is available through the Avaya Support Web
site:
http://www.avaya.com/support
License
USE OR INSTALLATION OF THE PRODUCT INDICATES THE END USER'S
ACCEPTANCE OF THE TERMS SET FORTH HEREIN AND THE GENERAL
LICENSE TERMS AVAILABLE ON THE AVAYA WEB SITE
http://support.avaya.com/LicenseInfo/ ("GENERAL LICENSE TERMS"). IF
YOU DO NOT WISH TO BE BOUND BY THESE TERMS, YOU MUST
RETURN THE PRODUCT(S) TO THE POINT OF PURCHASE WITHIN TEN
(10) DAYS OF DELIVERY FOR A REFUND OR CREDIT.
Avaya grants End User a license within the scope of the license types
described below. The applicable number of licenses and units of capacity for
which the license is granted will be one (1), unless a different number of
licenses or units of capacity is specified in the Documentation or other
materials available to End User. "Designated Processor" means a single
stand-alone computing device. "Server" means a Designated Processor that
hosts a software application to be accessed by multiple users. "Software"
means the computer programs in object code, originally licensed by Avaya and
ultimately utilized by End User, whether as stand-alone Products or
pre-installed on Hardware. "Hardware" means the standard hardware
Products, originally sold by Avaya and ultimately utilized by End User.
License type(s)
Designated System(s) License (DS). End User may install and use each
copy of the Software on only one Designated Processor, unless a different
number of Designated Processors is indicated in the Documentation or other
materials available to End User. Avaya may require the Designated
Processor(s) to be identified by type, serial number, feature key, location or
other specific designation, or to be provided by End User to Avaya through
electronic means established by Avaya specifically for this purpose.
Concurrent User License (CU). End User may install and use the Software on
multiple Designated Processors or one or more Servers, so long as only the
licensed number of Units are accessing and using the Software at any given
time. A "Unit" means the unit on which Avaya, at its sole discretion, bases the
pricing of its licenses and can be, without limitation, an agent, port or user, an
e-mail or voice mail account in the name of a person or corporate function
(e.g., webmaster or helpdesk), or a directory entry in the administrative
database utilized by the Product that permits one user to interface with the
Software. Units may be linked to a specific, identified Server.
Copyright
Except where expressly stated otherwise, the Product is protected by copyright
and other laws respecting proprietary rights. Unauthorized reproduction,
transfer, and or use can be a criminal, as well as a civil, offense under the
applicable law.
Third-party components
Certain software programs or portions thereof included in the Product may
contain software distributed under third party agreements ("Third Party
Components"), which may contain terms that expand or limit rights to use
certain portions of the Product ("Third Party Terms"). Information identifying
Third Party Components and the Third Party Terms that apply to them is
available on the Avaya Support Web site:
http://support.avaya.com/ThirdPartyLicense/

Preventing toll fraud


"Toll fraud" is the unauthorized use of your telecommunications system by an
unauthorized party (for example, a person who is not a corporate employee,
agent, subcontractor, or is not working on your company's behalf). Be aware
that there can be a risk of toll fraud associated with your system and that, if toll
fraud occurs, it can result in substantial additional charges for your
telecommunications services.
Avaya fraud intervention
If you suspect that you are being victimized by toll fraud and you need technical
assistance or support, call Technical Service Center Toll Fraud Intervention
Hotline at +1-800-643-2353 for the United States and Canada. For additional
support telephone numbers, see the Avaya Support Web site:
http://www.avaya.com/support
Trademarks
Avaya and the Avaya logo are either registered trademarks or trademarks of
Avaya Inc. in the United States of America and/or other jurisdictions.
All other trademarks are the property of their respective owners.
Downloading documents
For the most current versions of documentation, see the Avaya Support Web
site:
http://www.avaya.com/support
Avaya support
Avaya provides a telephone number for you to use to report problems or to ask
questions about your product. The support telephone number
is 1-800-242-2121 in the United States. For additional support telephone
numbers, see the Avaya Support Web site:
http://www.avaya.com/support

Contents
Avaya CMS capacities . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

Using the capacity limits . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

Capacity descriptions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

Capacities for new system . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

Capacities for systems being upgraded . . . . . . . . . . . . . . . . . . . . . . . . . .

Adding Supervisor sessions to unsupported platforms . . . . . . . . . . . . . . . . .

Optimizing CMS reporting efficiency . . . . . . .


Skill based reporting . . . . . . . . . . . . .
Recommendations for custom reports . . . .
Resources for system performance analysis

Avaya CMS capacities

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May 2009

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Avaya CMS capacities

May 2009

Avaya CMS capacities


This document describes the supported hardware platforms and capacities for the Avaya Call
Management System (CMS) software that can currently be purchased from Avaya.
This document includes the following topics:

Using the capacity limits on page 5

Capacity descriptions on page 5

Capacities for new system on page 7

Capacities for systems being upgraded on page 8

Adding Supervisor sessions to unsupported platforms on page 8

Optimizing CMS reporting efficiency on page 9

Using the capacity limits


The capacities described in the following topics are the maximum limits that can be supported
by a particular CMS hardware platform. These capacities apply to mirrored, non-mirrored,
Standard CMS, and Expanded AUX CMS platforms. You must verify that none of the capacity
limits is exceeded for a particular hardware platform.
All capacity limits are independent values. For example, if you have less than 200,000 calls per
hour, but more than 150 Supervisors, then you must purchase a T5220 with 16GB of memory.

!
Important:

Important:
If you exceed even one of the capacity limits for a hardware platform, you require
the next higher capacity hardware platform.

Capacity descriptions
The following topics describe the measurements you must use to determine which CMS
hardware platform is required.

Peak busy hour call volume


The busy hour call volume capacity is the call volume during the busy hour.

Avaya CMS capacities

May 2009

Avaya CMS capacities

Calculate the busy hour call volume by adding each trunk seizure or line appearance seized
during the busiest hour for calls.

Concurrent supervisors
The concurrent supervisors capacity is the total maximum number of CMS supervisors and
CMS terminal emulator logins that exist during the peak busy hour. The concurrent supervisors
capacity is not the number of authorized logins, but the number of logins actually used.
Calculate the number of concurrent supervisors by counting the maximum number of supervisor
logins and terminal emulator logins that exist during the busy hour period. Each login counts as
one. Do not count the number of reports. This calculation must be 400 or less.

Third-party software
The third-party software capacity is the number of external or third party interface applications.
Some examples of third-party interfaces are Blue Pumpkin, ODBC, wallboards, Geotel,
Operational Analyst, TCS, and IEX.
Calculate the amount of third-party software by counting the number of third party applications
used.

!
Important:

Important:
The one exception to this rule is Geotel, which counts as two applications.

Do not count each instance of the application. If you use wallboards, count the wallboards as
one application. Do not add up the total number of wallboards.

Agent/skill pairs
The agent/skill pairs capacity is the total number of agent/skill pairs.
Calculate this capacity by multiplying the number of agents by the number of skills each agent
can log in to. The number of agents and the number of skills are based on the switch
administration. If there are 20 agents, and each agent is administered with 5 skills, you would
multiply agents by their skills for a value of 100 agent/skill pairs. You must count the total
number of skills administered for the agent, not the number of skills used by the agent.

Reports per Supervisor session


The reports per Supervisor session capacity is the average number of simultaneous real-time
reports each supervisor will run.

Report elements
The report elements capacity is the average number of report elements.
A report element is an entity that is monitored by an average real-time report. Report elements
are not the lines of data rendered on the report but the element that is chosen to run the report
against. Some examples of elements are VDNs, skills, and vectors.

Avaya CMS capacities

May 2009

Capacities for new system

Calculate this capacity by counting each element. You would count one element if a report is run
for one skill. It does not matter if the report has lines of data for each agent in the skill.

Active agent traces


The active agent traces capacity is the number of agent traces running on the CMS.

Average refresh rate


The average refresh rate capacity is the average refresh rate for real-time reports.
Calculate this capacity by averaging the refresh rates set by your report users. If one-half of the
users use a 30-second refresh rate, and the other half use a 10-second refresh rate, you would
calculate an average of 20.

Percent refresh rate at three seconds


The percent refresh rate at 3 seconds capacity is the percentage of real-time report users that
require a refresh rate of 3 seconds.

Capacities for new system


The following table lists the capacities and CMS hardware platforms you can purchase from
Avaya as a new system.
Capacity

Sun Enterprise T5120

Memory

NA

16GB

32GB

200,000

200,000

300,000

150

250

400

Peak busy-hour call


volume
Concurrent
supervisors
Third-party software
Agent skill pairs

Sun Enterprise T5220

100,000

100,000

Reports per
Supervisor session

10

Report elements

12

Active agent traces

200

300

400

30 seconds Average
refresh rate

10% at 3 seconds

50% at 3
seconds

100% at 3
seconds

Avaya CMS capacities

May 2009

Avaya CMS capacities

Capacities for systems being upgraded


The following table lists the capacities and CMS hardware platforms you can upgrade to the
current CMS load. For example, if you already have a CMS system and you want to upgrade to
the latest release, the following table determines the capacities each older hardware platform
can support.

!
Important:

Important:
Not all hardware platforms are supported on all software releases of CMS. Please
consult with your sales representative to determine if your platform is compatible
with the latest CMS release.

Capacity
Available CPUs

Sun Fire V890


2

Memory
Peak busy-hour call
volume
Concurrent
supervisors

Sun Netra 210


8

NA
200,000

250,000

200

250

Third-party software

1 GB
333,000
300

400

100,000

Reports per
Supervisor session

Report elements

Active agent traces

300

30 seconds average
refresh rate

20% at 3
seconds

8
7

12

400
30% at 3
seconds

80

150

50,000

100,000

10
8

50% at 3
seconds

3 GB

200,000

Agent skill pairs

NA

100% at 3
seconds

5
4

100

200

10% at 3
seconds

Adding Supervisor sessions to unsupported platforms


You cannot upgrade Ultra 5, Enterprise 3000, Enterprise 3500, Sun Blade 100, Sun Blade 150,
or Sun Fire V880 platforms to the current CMS load. You can add permissions for more
Supervisor sessions and continue to use your current release of the CMS software.

Avaya CMS capacities

May 2009

Optimizing CMS reporting efficiency

The following table lists the maximum number of Supervisor sessions you can add to a
hardware platform.
Hardware platform

Busy-hour call limit

Supervisor sessions

Ultra 5

45,000

1 to 50

Enterprise 3000 or
Enterprise 3000 dual processor

100,000

1 to 80

Enterprise 3500 two CPUs

100,000

1 to 200

Enterprise 3500 four CPUs

100,000

1 to 250

Enterprise 3500 six CPUs

100,000

1 to 300

Sun Blade 100

45,000

1 to 50

Sun Blade 150

45,000

1 to 80

Sun Fire V880

250,000

1 to 400

Optimizing CMS reporting efficiency


Avaya provides a powerful solution with CMS that enables you to create custom reports
designed to fit your individual needs. However, the overall capability of the CMS server is limited
by the memory and CPU.
This section includes the following topics:

Skill based reporting on page 9

Recommendations for custom reports on page 10

Resources for system performance analysis on page 10

Skill based reporting


The CMS server is optimized for skill based reporting. Avaya recommends that you create and
use reports on skills instead of Agent Group reports. Skills that do not receive actual calls can
be created on the Communication Manager. You can use these skills to provide reporting for the
agents that are placed in that skill.
If you must use Agent Group reports, follow the recommendations provided in
Recommendations for custom reports on page 10.

Avaya CMS capacities

May 2009

Avaya CMS capacities

Recommendations for custom reports


When you design and use custom Agent Group reports, consider the following
recommendations to optimize system performance:

Agent Groups
- The size of agent groups should be limited to approximately 30 agents. Any agent
groups much larger than 30 agents should be avoided because system performance
will be adversely effected.
- If possible, report on consecutive Agent IDs in the same report
- If possible, limit Agent Group reports and use skill based reports

Number of agents or other elements in historical or real time reports


- Carefully examine the number of agents, skills, VDNs, trunks, or other elements in one
report. Limit the number of agents or other elements in a single report as much as
possible.

Custom report design


- A historical report should not allow input for multiple dates when running against the
interval database tables. Any report that currently allows input for multiple dates
should be modified so only one date can be input, or should be modified to access the
appropriate daily/weekly/monthly table instead of the interval table.
- Any historical report that takes longer than a few seconds to complete should be
removed or modified to improve performance.
- Any real-time report that takes more than a few milliseconds to refresh should be
removed or modified to improve performance.

Resources for system performance analysis


You can work with Avaya to design and use custom reports in a manner that maximizes system
performance. The Avaya Professional Services organization provides services that include a
performance analysis of custom reports on a CMS system. Avaya Professional Services can
also provide recommendations on how to efficiently design current or future reports in a manner
that minimizes any impact to CMS performance.

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Avaya CMS capacities

May 2009

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