Contact Center Express Release 4.x and 5.x Capacities / Max. Devices. Overview

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1 Capacities / Max. Devices Capacities/limits and solutions around maximum number Of monitored devices. Telephony monitored devices. -VDN s -Splits/Skills -Stations Overview The purpose of this document is to provide additional information related to maximum number of monitored devices per server and from a high level how the different scenarios will look from the deployment perspective in relation to the out-of-the-box Avaya Contact Center Express product suite components. Rev.02 March, 2012 Prepared by Avaya Multimedia Contact Center support

2 General rule, What is a monitored device and Components Overview Contact Center Express Capacities / Max. Devices Main components used to monitor/control devices Core components: What is allowed, what is not? IDS components: What is allowed, what is not? Content Solutions around Servers scalability to allow the monitoring of devices when > 400 per physical server. Solution: Voice Media Store server running on a standalone server Solution: Call Routing server running on a standalone server Solution: Media Director server running on a standalone server Solution: IDS server split configuration Solution: Agent Desktops split configuration when > than 400 agents Additional references: performance considerations, network guidelines and Real-Time Displays configuration.

3 General rule, What is a monitored device and Components Overview General Rule General Rule around telephony monitored devices As per the testing done on 4.1.x and 5.0.x, we support a maximum of 400 device monitoring per server. The total number of devices is a SUM of VDNs, Stations, Split/Skills. If the monitoring exceeds this limit, customers are advised to distribute their servers in a manner to not have any server monitor more than 400 devices. What is a monitored device? What is a monitored device? A monitored device consist of the following types of telephony devices: -VDN s -Split/Skills -Stations Components Overview Components Overview The following components are designed or used to monitor and/or control telephony devices. - - Call Routing Server - Voice Media Store - Media Director - IDS Voice & Presence

4 Main components used to monitor/control devices The XML server is a link between the Avaya Telephony server, which is Application Enablement Server () and Contact Center Express applications or components developed in Microsoft.Net. The XML server communicates with to allow to pass the call control and call event information to Contact Center Express applications, for example, Desktop, and receive the same information from Desktop. Co-res or standalone Applications Desktops Server Call Routing Server Call Routing Server The Call Routing Server is a stand alone service that extend the capabilities of Communication Manager () by responding to routing requests. The Call Routing Server is also capable of simply monitoring VDN s to capture CTI events and process them without returning any routing information to Communication Manager. For example all calls passing through monitored VDN s could be written to a database Server Call Routing Server

5 Main components used to monitor/control devices Voice Media Store Voice Media Store The Voice Media Store serves a number of purposes, from the devices monitoring perspective the Voice Media Store (VMS) is designed to monitor VDN s and Stations in order to create a software object out of a voice call. The object will contain all CTI information about the call, and as the call progresses additional call information may be added. It uses XML server as a proxy for devices monitoring activities. Server Voice Media Store Co-res or standalone Media Director Media Director The Media Director is the central component for the distribution of multimedia workitems. The distribution or delivery of the multimedia workitems is performed by originating a call to a VDN using phantom stations (cti stations). One or more queues can be defined within the Media Director. Each queue is assigned its own unique VDN and unique set of CTI stations that will be used to initiate phantom calls. It uses XML server as a proxy for devices monitoring activities. Server Media Director Co-res or standalone

6 Main components used to monitor/control devices IDS Server Voice & Presence Interaction Data Server (IDS) Voice & Presence This component opens a connection to and requests to monitor a defined list of devices. Each monitored device will provide a stream of events which are captured and depending on the event type, may be distributed out to applications such as Presence to update information in near Real-time as well as used to calculate statistics which are periodically written to the database at the end of the statistics interval and at the end of shift. IDS Server IDS Voice & Presence

7 Core components: What is supported, what is not? Supported Typical deployment Voice Media Store Monitoring: 50 VDN s 50 Stations + Media Director Monitoring: 20 phantom Stations + Call Routing Server Monitoring: 10 Routing VDN s 40 Monitored VDN s Voice Media Store Media Director Call Routing Server Server + Desktops 70 Total number of concurrent agents (1 Station per agent) Desktops Desktops Desktop Number of Devices 240 ( ) = Supported. The total number of devices per Server does not exceed 400.

8 Core components: What is supported, what is not? Not Supported Typical deployment Voice Media Store Monitoring: 100 VDN s 90 Stations + Media Director Monitoring: 20 phantom Stations + Call Routing Server Monitoring: 60 Routing VDN s 100 Monitored VDN s Voice Media Store Media Director Call Routing Server Server + Desktops 90 Total number of concurrent agents (1 Station per agent) Desktops Desktops Desktop Number of Devices 460 ( ) = Not Supported. The total number of devices per Server exceeded 400. Split needed

9 IDS components: What is supported, what is not? IDS Voice & Presence Monitoring: 100 VDN s 50 Skills/Splits 90 Stations = Supported. The total number of devices per Server does not exceed 400. Number of Devices 240 ( ) IDS Server IDS Voice & Presence IDS Voice & Presence Monitoring: 200VDN s 150 Skills/Splits 100 Stations = Not Supported. The total number of devices per Server exceeded 400. Number of Devices 450 ( ) Split needed

10 IDS Real Time Displays Solution around Servers scalability to allow the monitoring of devices when > 400 per physical server. Components Servers Scalability: If the monitoring exceeds this limit, customers are advised to distribute their servers in a manner to not have any server monitor more than 400 devices. The goal is to distribute the resources into standalone physical servers while meeting the 400 max. monitored devices per physical server. 1. Voice Media Store component is allowed to run on it s own physical server, a dedicated XML server service is also required to run on the same server as Voice Media Store. 2. Call Routing Server component is allowed to run on it s own physical server, a dedicated is also required to run on the same server as Call Routing Server. 3. Media Director: It s not recommended to split or run multiple instances of media director, there will be only one/single media director deployment and it needs to be connected to XML server the agents are using. 4. IDS server component are allowed to run on a multi server configuration (more than one IDS servers) There are some requirements and/or limitations to consider. (see page 14). ** When distributing components between servers its very important to have the servers clock synchronized, this is very important to keep the integrity of the database data records. Agents Desktops When the total number of concurrent agents is > than 400: This is not supported on a single server. Maximum number of concurrent agents is 400 per server. Customer will need to split the Agents station registration between different XML servers. (see page 15)

11 Solution: Voice Media Store server running on a standalone server High-Level View Standalone: Voice Media Store Desktops Desktops + XML server New VMS server (standalone) Voice Media Store License Director Core Server

12 Solution: Call Routing server running on a standalone server Standalone: Call Routing Server Desktops Desktops + New Call Routing server (standalone) Core Server Call Routing Server

13 Solution: Media Director server running on a standalone server High-Level View Standalone: Media Director Desktops Desktops New VMS server (standalone) Media Director License Director Core Server Due to Media Director design, its not allowed to split or run multiple instances of media director, there will be only one/single media director deployment and it needs to be connected to XML server the agents are using.

14 Solution: IDS server split configuration - Different multicast Group/broadcast IP - No duplicate devices Standalone: Split IDS Servers IDS server #1 (standalone) Different multicast Group/broadcast IP TO IDS View Desktops Desktops Notes: (1) Data available on Desktops Real time displays (wallboard, presence Etc..) is limited to What the connected IDS is monitoring. IDS MM IDS View IDs Voice & Presence Core Server Agents connecting to IDS #1 will only see Information IDS #1 Is currently monitoring. (2) If multicast Is used, they Should have Different multicast Group/broadcast IP IDS server #2 (standalone) IDS MM IDS View IDs Voice & Presence Different multicast Group/broadcast IP TO IDS View Desktops Desktops

15 Solution: Agent Desktops split configuration when > than 400 agents. desktop Split. Desktops Desktops 300 agents 300 agents Core #1 Server Desktops Desktops Core #1 Main Components License Director XML server to be Used by Voice Media Store or other if applicable Core # 2 Active Configuration Server Configuration Manager License Director (optional) Core # 3 Core#2 Core #3

16 performance considerations, network guidelines and Real- Time Displays configuration. As a reference, please review the specific product documentation around limits, capacities and performance. performance considerations This document is available at: Support section Select the Avaya Aura Application Enablement Services product and look for the Overview documents collection network guidelines and Real-Time Displays configuration. This document is available at: Support section Select the Contact Center Express product and look for the White Papers documents collection