Avaya Call Management System: Release 15 Capacities Guide
Avaya Call Management System: Release 15 Capacities Guide
Avaya Call Management System: Release 15 Capacities Guide
Release 15
Capacities Guide
May 2009
Contents
Avaya CMS capacities . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Capacity descriptions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
May 2009
9
9
10
10
May 2009
!
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.
May 2009
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.
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.
May 2009
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.
Memory
NA
16GB
32GB
200,000
200,000
300,000
150
250
400
100,000
100,000
Reports per
Supervisor session
10
Report elements
12
200
300
400
30 seconds Average
refresh rate
10% at 3 seconds
50% at 3
seconds
100% at 3
seconds
May 2009
!
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
Memory
Peak busy-hour call
volume
Concurrent
supervisors
NA
200,000
250,000
200
250
Third-party software
1 GB
333,000
300
400
100,000
Reports per
Supervisor session
Report elements
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
NA
100% at 3
seconds
5
4
100
200
10% at 3
seconds
May 2009
The following table lists the maximum number of Supervisor sessions you can add to a
hardware platform.
Hardware platform
Supervisor sessions
Ultra 5
45,000
1 to 50
Enterprise 3000 or
Enterprise 3000 dual processor
100,000
1 to 80
100,000
1 to 200
100,000
1 to 250
100,000
1 to 300
45,000
1 to 50
45,000
1 to 80
250,000
1 to 400
May 2009
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
10
May 2009