Designing IP Contact Centers

1 Designing IP Contact Centers Session Copyright Printed in USA..scr 2

Agenda Call Center Resource Sizing Gateway Ports IVR Ports Agents (Inbound/Outbound) Server Sizing CallManager/IVR Device Weight Provisioning Application Servers IPCC Enterprise and Express IPCC QoS and Bandwidth Provisioning QoS Basics IPCC Data Traffic 3 Call Center Resource Sizing (Inbound) Gateway Ports IVR Ports Agents ICM IVR How Many IVR Ports Do I Need for Call Treatment & Queuing Before Connecting To Agents PSTN CallManager Cluster Contact Center Agents How Many Gateway Ports Or PSTN Trunks Do I Need To Handle Incoming Calls How Many Agents Do I Need to Answer Incoming Calls 4 Copyright Printed in USA..scr

Inbound Call Timeline Ring IVR Answers Agent Answers Agent Hangs-up Agent Ready Network Treatment/Queue Delay Agent Talk Time Wrap-Up Time Time Trunk Is Occupied Time IVR Is Occupied Time Agent Is Occupied Ring Delay (Delay before Answer) Time Must Be Included in Total Trunk Occupancy (Holding Time) when Calculating Trunks Agent Wrap-Up Time Does Not Occupy a Trunk 5 Basic Traffic Terminology Call Center (Inbound) What You Need To Know to Size Agents (Input): Busy Hour Call Attempts (BHCA) Number of calls received in the busy hour Average Talk Time (ATT) Average duration (talk time) of a call not including after call work time Average Work Time (AWT) Average agent wrap up time after caller hangs up Service level goal Percentage of calls to be answered within a number of seconds 6 Copyright Printed in USA..scr

Basic Traffic Terminology Call Center (Inbound) What You Are Looking for (Output): Agents Number of agents required to meet the service level goals Queued calls (%) Percentage of calls which will have to queue If no agents are available Average Q-Time (AQT) the average time spent in the queue of those calls that have to queue 7 The Erlang-C Traffic Model/Calculator (A.K. Erlang, a Danish Scientist) http://www.erlang.co.uk/ccc.htm Used when sizing Inbound agents of call centers which queues calls before presenting them to agents; the model assumes: Calls are presented randomly to the servers Callers finding all agents busy will be queued, not blocked Input: Busy Hour Calls Attempts (BHCA) Av Talk Time (ATT), Av Work Time (AWT) Service Level: % Calls Answered within Number of Seconds Typically between 80% 90% within 10 30 Seconds Output: Agents % of Queued Calls Average Hold Time in Q Used for Sizing IVR Q-Ports Do Not Use Erlang C for Sizing IVR, Gateway Ports or Outbound Agents 8 Copyright Printed in USA..scr

Basic Traffic Terminology Gateway Ports (PSTN Trunks) What You Need to Know to Size Gateway Ports: Busy Hour Call Attempts (BHCA) Average Hold Time (AHT) Average duration of a call for IVR treatment, queuing, and agent talk time (Hold time of a trunk/port) Wrap up time does not occupy a trunk and is not used to size PSTN trunks Busy Hour Traffic (BHT) in Erlangs BHT = (BHCA x AHTseconds)/3600 (for each call type) % blockage (grade of service) Percent of calls that will receive busy tone (no trunks available) out of the total BHCA 9 Basic Traffic Terminology IVR Ports (IP-IVR/CTI Ports) What You Need to Know to Size IP-IVR/CTI Ports: Busy Hour Call Attempts (BHCA) Average Hold Time (AHT) (Hold time of a port) Average duration of a call for self service applications, initial treatment or information gathering, and Q-time Busy Hour Traffic (BHT) in Erlangs BHT = (BHCA x AHTseconds)/3600 (for each application) % blockage (grade of service) Percent of calls blocked when no ports are available; this should be the lowest % possible (e.g. 1/1000 = 0.001) 10 Copyright Printed in USA..scr

The Erlang-B Traffic Model/Calculator (A.K. Erlang, a Danish Scientist) http://mmc.et.tudelft.nl/~frits/erlang.htm Used for sizing IVR ports, GW ports or outbound agents; assumes the following: Calls are presented randomly A percentage of calls are lost or blocked, not queued Input: Busy Hour Traffic = (BHCA X AHTsec)/3600 (Erlangs) % Blockage = 0.01 (1% for PSTN Trunks) = 0.001 (0.1% for IVR Ports) Output: = IVR Ports or Gateway Ports (PSTN Trunks) When sizing the number of Gateway ports (PSTN trunks): Busy hour traffic (BHCA) and call duration (AHT) will be different for self-service, call treatment, queuing and agent handling Agent wrap-up time does not occupy a trunk Do Not Use Erlang-B for Sizing Inbound Agents 11 Enterprise Widgets Inc. Call Center Example (Inbound) Customer Requirements (What You Need To Know): For inbound agents: Busy Hour Call Attempts (BHCA) = 14400 Average Talk Time (ATT) No After Call Work Time Service level goal For IVR: = 3 min 16 sec ( 196 sec) = 90 % of calls answered within 20 seconds No self service IVR applications and no call treatment Calls answered directly If agents are available Grade of service (% blockage) = 1 in 1000 (0.001 = 0.1%) For GW ports/pstn trunks: Grade of service (% blockage) = 1 in 100 (0.01 = 1%) 12 Copyright Printed in USA..scr

Sizing Agents (Inbound) Erlang-C Calculator http://www.erlang.co.uk/ccc.htm 90 0 20 0 14400 0:00 0:00 0:00 0:00 03:16 Input: ATT = 3:16 SL Goal = 90/20 BHCA = 14400 Ignore trunk/q-ports results here; use Erlang B instead Agents = 800 % queued calls = 46% Av queue time = 12 sec Need for IVR sizing Output: When service level decreases: % queued calls and queue time increases This means a higher BHCA on the IVR ports which would require more ports 13 Number of Agents vs. Service Level At 800 Agents % of Calls: Calls 100% 90% 80% 70% 60% 50% 40% 30% 20% 10% 0% 795 796 797 798 799 800 801 802 803 804 805 Agents CallsAnsWithDelay with = 8% CallsAnsWithinTarget within = 38% CallsAnsImmediate Immediately = 54% Calls Queued = 46% 8% + 38% = 46% Calls Answered Immediately = 54% 14 Copyright Printed in USA..scr

Service Level vs. Calls Queued 100.0% 80.0% % 60.0% 40.0% 20.0% Calls Queued Service Level 0.0% 795 796 797 798 799 800 801 802 803 804 805 Agents At 800 Agents: Calls Queued = 46% Service Level = 92% 15 Sizing IVR Ports (IP-IVR/CTI-Ports) Erlang-B Calculator http://www.erlang.com/calculator/erlb/ 46% of the 14400 BHCA are queued with an average Q-time of 12 sec. Queued BHCA = 46% x 14400 = 6624 AHT (Q-Time) = 12 sec Assuming Blockage = 0.001 From These Two Figures We Calculate BHT in Erlangs 22 0.001 37 Busy Hour Traffic = (6624 X 12)/3600 = 22 Erlangs IVR-Q Ports Needed = 37 When Sizing the Number of IVR Ports: Use separate BHT calculations for: Self service applications, call treatment (prompt and collect), and queuing Each call type/application will have a different BHCA and call duration Add up the number of ports if one IVR is used for all applications and call types 16 Copyright Printed in USA..scr

Sizing Gateway Ports (PSTN Trunks) Erlang-B Calculator http://mmc.et.tudelft.nl/~frits/erlang.htm From the Erlang-C call center calculator input and results we know that: 14400 BHCA with an average talk time of 3:16 min (196 sec) 6624 calls queue an average Q-time of 12 sec at the IVR When Sizing the Number of PSTN Trunks: Busy hour traffic must be based on duration of all calls types: talk time and queuing time as both account for trunk occupancy Agent wrap up time does not occupy a trunk 0.01 784 Blockage = 0.01 BHT = BHCA x AHT = (14400 x 196)/3600 BHT = BHCA x AHT = 784 Erlangs 810 PSTN Trunks Needed for Talk Time = 810 BHT = BHCA x AHT = (6624 x 12)/3600 BHT = (queued calls) = 22 Erlangs PSTN Trunks Needed for Queued Calls at 0.001 Blockage (Previous Slide) = 37 Trunks PSTN trunks needed for talk time = 810 PSTN trunks needed for queue time = 37 ---------- Total PSTN trunks needed = 847 17 Putting It All Together Agent Sizing Input Trunk Sizing BHT (All Calls) (14400 X 196)/3600 = 784 Output 0.01 784 810 Total PSTN Trunks = 810 + 37 = 847 46 % Queued Calls to IVR BHCA for IVR = 46% x 14400 = 6624 Q-Time for IVR Calls = 12 Sec 22 0.001 37 Sizing IVR-Q Busy Hour Traffic = (6624 x 12)/3600 = 22 Erlangs IVR-Q Ports = 37 18 Copyright Printed in USA..scr

Why Your Mileage Will Vary Call Treatment Example Example 1 BHCA = 14400 Av talk time = 3:16 min No call treatment Example 2 BHCA = 14400 Av talk time = 3:16 min Call treatment = 30 sec. Sizing Results: Agents = 800 IVR-Q Ports = 37 Trunks = 847 Sizing Impact: Additional IVR Ports and Trunks: IVR Ports =? (Call Treatment) Trunks =? (Call Treatment) 19 Sizing Additional Gateway and IVR Ports for Call Treatment Example Using Erlang B Calculator: 14400 BHCA with AHT of 30 Sec. Blockage = 0.01 BHT = BHCA x AHT = (14400 x 30)/3600 = 120 Erlangs 0.01 120 PSTN Trunks Needed = 138 Trunks 138 IVR Ports Needed Would be the Same = 138 Ports Total PSTN Trunks Needed = 847 + 138 = 985 Trunks Total IVR Ports Needed = 37 + 138 = 175 Ports 20 Copyright Printed in USA..scr

Why Your Mileage Will Vary Call Treatment Example Example 1 BHCA = 14400 Av talk time = 3:16 min No call treatment Example 2 (with call treatment) BHCA = 14400 Av talk time = 3:16 min Call treatment = 30 sec. Sizing Results: Agents = 800 IP-IVR Ports = 37 Trunks = 847 Sizing Results: Agent = 800 Additional IVR Ports = 138 (Call Treatment) Total IVR Ports = 37 + 138 = 175 Additional Trunks = 138 Total Trunks = 847 + 138 = 985 21 Why Your Mileage Will Vary After Call Work Time (Wrap Up Time) Example Example 1 BHCA = 14400 Av talk time = 3:16 min No Wrap up time Example 3 BHCA = 14400 Av talk time = 3:16 min Wrap up time = 45 sec. Sizing Results: Agents = 800 IP-IVR Ports = 37 Trunks = 847 Sizing Impact: Additional Agents:? No Additional IP-IVR Ports or Trunks Are Needed 22 Copyright Printed in USA..scr

Sizing Additional Agents After Call Work Time (Wrap Up Time) Example Same Input as Ex-1 Wrap up Time = 45 Sec Total Agents Needed 23 Why Your Mileage Will Vary After Call Work Time (Wrap Up Time) Example Example 1 (no call treatment) BHCA = 14400 Av talk time = 3:16 min Calls queue if no agent available Example 2 (after call work time) BHCA = 14400 Av talk time = 3:16 min Wrap Up Time = 45 sec Sizing Results: Agents = 800 IP-IVR Ports = 37 Trunks = 847 Sizing Results: Agents = 800 Additional Agents = 183 IP-IVR Q-Ports = 37 (Queuing) Trunks = 847 Total Agents = 983 No Additional IP-IVR/Trunks Needed 24 Copyright Printed in USA..scr

Call Center Sizing (Outbound) Gateway Ports Dialer Ports Agents ICM Dialer How Many Dialer Ports Do I Need for an Outbound Calling Campaign PSTN CallManager Cluster How Many Outgoing Gateway Ports Or PSTN Trunks Do I Need Contact Center Agents How Many Outbound Agents Do I Need to Support a Calling Campaign 25 Outbound Call Center Dialing Modes and Call Types Outbound call center dialing modes: Preview: Predictive: Progressive: agent previews each call before it is dialed system uses algorithm to dial calls per agent customer configures fixed number of calls per agent Dialer server makes Outbound customer calls and reservation calls to agents simultaneously Outbound call center market segments/call type (ranked by highest annual volume)*: Customer satisfaction Telemarketing Collections Market research Lead generation *Outbound Telemarketing Benchmark Report for Teleservices Companies by Dr. Jon Anton, Center for Customer-Driven Quality, Purdue University, and John Chatterley Benchmarkportal, Inc. March 2002 (http://www.benchmarkportal.com) 26 Copyright Printed in USA..scr

Outbound Call Timeline Example Dial/Network Setup 2 Sec 100% 3000 BHCA Busy 2 Sec 10% Ring No Answer 18 Sec 5% Answering Machine 26 Sec 35% Time Agent Is Occupied Rings Till Answer 12 Sec 50% Time Dialer Is Occupied Time Trunk Is Occupied Talk Time Wrong Person 30 Sec 20% Talk Time Right Person 180 Sec 30% Wrap Up Time Wrong Person 10 Sec 20% Wrap Up Time Right Person 30 Sec 30% 27 Sizing Outbound Agent Resources Example Input (What You Need to Know) Call Status Input Event BHCA AHT (%) Calls sec Dial/Network Setup 100% 3000 2 Busy 10% 300 2 Ring No Answer 5% 150 18 Robot (Ans Machine) 35% 1050 26 Rings Till Answer (Successful) 50% 1500 12 Talk Time Wrong Person (TT-WP) 20% 600 30 Talk Time Wight Person (TT-RP) 30% 900 180 Wrap Up Time (WP) 20% 600 10 Wrap Up Time (RP) 30% 900 30 Busy Hour Traffic (BHT) = BHCA (Calls) x AHT (sec)/3600 Unsuccessful Calls = 10+5+35 = 50% Successful Calls = 20+30 = 50% Trunks Are Occupied During All of the above: Dial, Busy, No Answer, Robot, Ring, Talk Time Except Wrap up Time Dialer Ports Are Occupied during Ring, Busy, Robot and Rings Till Answer At the End of Each Call, Ports Are Released and New Calls Are Dialed Dialer Ports Also Make Calls to Agents to Reserve Them during the Same Time 28 Copyright Printed in USA..scr

Sizing Outbound Agent Resources Example Output (BHT/Erlangs) Input Output Event BHCA AHT BHT BHT Otbound Call Status (%) Calls sec Trunks Dialer Agents Ports Dial/Network Setup 100% 3000 2 1.7 1.7 Busy 10% 300 2 0.2 0.2 Ring No Answer 5% 150 18 0.8 0.8 Robot (Ans Machine) 35% 1050 26 7.6 7.6 Rings Till Answer (Successful) 50% 1500 12 5.0 5.0 Talk Time Wrong Person (TT-WP) 20% 600 30 5.0 NA 30 Talk Time Wight Person (TT-RP) 30% 900 180 45.0 NA 180 Wrap Up Time (WP) 20% 600 10 NA NA 10 Wrap Up Time (RP) 30% 900 30 NA NA 30 AHT for Agents and Wrap Up Time BHT in Erlangs for Trunks Are Added up for All of the above (Except Wrap Up) Dialer Ports BHT in Erlangs Is Added up Dialer Ports BHT for Agents Reservation Is the Same as the above Total Both BHT Are Added Together when Sizing Dialer Ports 29 Sizing Outbound Agent Resources Example Output (GW/Dialer Ports, Agents) Event BHCA AHT BHT BHT Otbound Call Status (%) Calls sec Trunks Dialer Agents Ports Dial/Network Setup 100% 3000 2 1.7 1.7 Busy 10% 300 2 0.2 0.2 Ring No Answer 5% 150 18 0.8 0.8 Robot (Ans Machine) 35% 1050 26 7.6 7.6 Rings Till Answer (Successful) 50% 1500 12 5.0 5.0 Talk Time Wrong Person (TT-WP) 20% 600 30 5.0 NA 30 Talk Time Wight Person (TT-RP) 30% 900 180 45.0 NA 180 Wrap Up Time (WP) 20% 600 10 NA NA 10 Wrap Up Time (RP) 30% 900 30 NA NA 30 Input Total BHT Erlangs For Otbound Trunks Outbound GW Ports/Trunks Needed Using Erlang-B at 0.001 Use Erlang B Use Erlang C 65.2 89 Total BHT Erlangs For Dialer Ports Dialer Ports Needed For Customer Calls And Agent Reservation Using Erlang-B at 0.001 % Output 30.3 48 Average Talk Time For Agents Average Wrap Up Time For Agents Agents Needed Using Erlang-C with 97% calls answered Within 1 sec And Weighted Average of Talk Time and Wrap Up Time 60 11 56 75 30 Copyright Printed in USA..scr

Agent Staffing Considerations Agent Shrinkage Factor Agent staffing requirements: In calculating agent requirements, a final adjustment needs to be made to factor in all the activities and situations that make agents unproductive or unavailable Agent shrinkage: Any time for which agents are being paid but not available to handle calls; this includes activities such as breaks, meetings, training, off-phone work, un-planned absence, nonadherence to schedule and general unproductive time Agent shrinkage percentage: This will vary and needs to be calculated for each call center in most call centers it ranges from 20 35% Agents required: This is the number based on Erlang-C results for specific call load (BHCA) and service levels Agents staffed: This factors in agent shrinkage by dividing the agents required from Erlang-C by the productive agent percentage (or 1 minus the shrinkage percentage); for example, if 100 agents are required from Erlang-C and assuming 25% shrinkage percentage, then 100/.75 yields a staffing requirement of 134 agents 31 Inbound Call Center Performance Metrics http://www.benchmarkportal.com Inbound Call Center Statistics 80% Calls Answered in? (Seconds) Average Speed of Answer (Seconds) Average Talk Time (Minutes) Average after Call Work Time (Minutes) Average Calls Abandoned Average Time in Queue (Seconds) Average Number of Calls Closed on First Contact Average TSR Occupancy Average Time before Abandoning (Seconds) Average Adherence to Schedule Percentage Attendance Average Best Practices 36.7 18.3 34.6 21.2 6.1 3.3 6.6 2.8 5.5% 3.7% 45.3 28.1 70.5% 86.8% 75.1% 84.3% 66.2 31.2 86.3% 87.9% 86.8% 94.7% ebusiness Best Practices for All Industries 2001, Special Executive Summary Principal Investigator, Dr. Jon Anton, Purdue University, Center for Customer-Driven Quality 32 Copyright Printed in USA..scr

Where to Go for More on Sizing Call Center Resources (Free Calculators) Glossary of Call Center terms http://www.thecallcenterschool.com/glossary.html#a Erlang-C call center calculator http://www.erlang.co.uk/ccc.htm http://www.mitan.co.uk/index.htm (contains useful tutorial) Erlang-B calculator http://mmc.et.tudelft.nl/~frits/erlang.htm (high capacity) Erlang-B and C calculators http://www.erlang.com/calculator/ (contains useful tutorials) Erlang-B tables http://www.itu.int/itudoc/itu-d/dept/psp/ssb/planitu/plandoc/erlangt.html Traffic Analysis for VoIP http://www.cisco.com/univercd/cc/td/doc/cisintwk/intsolns/voipsol/ta_isd.htm#25672 34 Agenda Call Center Resource Sizing Gateway Ports IVR Ports Agents (Inbound/Outbound) Server Sizing Cisco CallManager/IVR Device Weight Provisioning Application Servers IPCC Enterprise and Express IPCC QoS and Bandwidth Provisioning QoS Basics IPCC Data Traffic 35 Copyright Printed in USA..scr

Cisco CallManager Sizing/Provisioning How Many Cisco CallManager Servers Do I Need? Number of IP phones/devices Number of gateways Applications Level of redundancy Server model Cisco IP Phones Applications ICM, PG, IVR Cisco CallManager Catalyst Switch Router/GW IP WAN PSTN IPCC Agents 36 Cisco CallManager Sizing/Provisioning Cisco CallManager Device Weights Web Attendant Gateway Conf Xcode Voice Mail Server JTAPI IP/IVR ICM-PG TAPI IP Phone SoftPhone IPCC Agent Each device that registers with CCM has a weight in terms of device units The weight depends on: Device type Device utilization (BHCA) CallManager server unit capacity is based on server model type Max 10,000 units per CCM server 40,000 units per CM cluster (today) 37 Copyright Printed in USA..scr

Cisco CallManager Sizing/Provisioning Analogy PBX IP Telephony Gateway Conferencing Transcoding PBX Conf Xcode Voice Mail Server JTAPI IP-IVR T1 Trunk Card Station Card Max. 500 lines N slots available Actual number of phones depends on mix of station/ trunk cards Cisco CallManager Max. 7,500 IP phones 10,000 device units available Actual number of IP phones depends on mix of registered devices IP Phone IPCC Agent Phone 38 Cisco CallManager Sizing/Provisioning Cisco CallManager Device Weights Table Weight BHCA < 6 Weight BHCA < 12 Weight BHCA < 18 Weight BHCA < 24 SCCP Client (IP Phone) 1 2 3 4 CTI Client Port (IP-Softphone) 2 4 6 8 CTI 3rd Party (IPCC Agent) 3 6 9 12 CTI Server Port (IP-IVR Port) 2 4 6 8 CTI Route Point (Redirect #) 2 4 6 8 MGCP Gateway (per DS0) 3 3 3 3 H.323 Gateway (Per DS0) 3 3 3 3 Transcoder MTP 3 N/A Conference 3 N/A N/A N/A N/A N/A CTI 3 rd Party IPCC Agent Weight of 3 Includes Weight of IP Phone 39 Copyright Printed in USA..scr

Cisco CallManager Sizing/Provisioning Cisco CallManager Server Platforms Platform MCS 7845H-2400 (Dual) MCS 7835 All Models HP ProLiant DL380 G3 IBM xseries 342 MCS 7825H-2266 SPE310 (ICS 7750) HP ProLiant DL 320 IBM xseries 330 MCS 7815-1000 Device Units Per Server 10000* 5000 5000 5000 2000** 2000** 2000** 2000** 400 Maximum IP Phones per Server 7500* 2500 2500 2500 1000** 1000** 1000** 1000** 200 * Maximum Number of IP Phones Only with CCM 3.3(x) Release; 2500 IP Phones with CCM 3.2(x) ** The Maximum Number of IP Phones Supported on a Single Non-HA Platform Is 500 with a Redundant Server Configuration This Caveat Is Eliminated 40 IPCC - CallManager Redundancy and Scalability Clustering 2:1 Redundancy (Standard Servers) Primary Secondary/Backup Balance devices and agents equally amongst servers 250 IPCC Agents or 2,500 IP Phones (5000 Device Units) 500 IPCC Agents or 5,000 IP Phones (10,000 Device Units) 1000 IPCC Agents or 10,000 IP Phones (20,000 Device Units) Primary CM 1 to 250 Backup Publisher and TFTP Server 75 Agents IPCC Express 3.0(x) Backup Publisher and TFTP Server 1 to 250 251 to 500 Backup Backup Publisher and TFTP Server 1 to 250 251 to 500 501 to 750 751 to 1000 41 Copyright Printed in USA..scr

IPCC - CallManager Redundancy and Scalability Clustering 1:1 Redundancy (CM 3.3 and MCS 7845H) Primary/Backup Backup/Primary Balance devices and agents equally amongst servers 500 IPCC Agents or 7,500 IP Phones (10,000 Device Units) 1000 IPCC Agents or 15,000 IP Phones (20,000 Device Units) 2000 IPCC Agents or 30,000 IP Phones (40,000 Device Units) 1 to 250: Primary 251 to 500: Backup 251 to 500: Primary 1 to 250: Backup Publisher and TFTP Server(s) 150 Agents IPCC Express 3.1(x) with CCM 3.3(3) and MCS 7845H 251 to 500 751 1,000 Publisher and TFTP Server(s) 1 to 250 501 750 251 to 500 751 1,000 1,251 1,500 1,751 2,000 Publisher and TFTP Server(s) 1 to 250 501 750 1,001 1,250 1,501 1,750 42 IPCC Express Server Sizing IPCC Express has multiple components/subsystems Each component has a weight in terms of memory and CPU % utilization Component weight is expressed in points representing memory, CPU utilization and other server resources IPCC Agents? IVR/CTI Ports? Database Queries? Historical Real-Time Reporting? ASR Ports? (Automatic Speech Recognition) Good Morning! Mydoc.txt TTS Ports? (Text to Speech) 43 Copyright Printed in USA..scr

IPCC Express Points for Common Components IPCC Express Component IVR/QM Port Standard/Enhanced/IP Phone Agent Historical Reporting On-Demand Recording @ G.711 On-Demand Recording @ G.729 Silent Monitoring @ G.711/@ G.729 # of Server Points per Component 5 10 200 20 25 20/25 Design Comments All IVR/QM Ports Are Treated the Same in CTI Port Groups All Agents Are Weighted the Same Regardless of the Licensing Type Only 1 Simultaneous Reporting Session Is Supported per Server Value Is per Recording Session Value Is per Recording Session Value Is per Recording Session MCS 7845H Server Maximum Capacity = 2600 Points Capacities Based on CRS 3.1; Will Change Based on Server and S/W Versions; Check CCO for Latest 44 IPCC Express Configuration Tool Sample CRS 3.0(3) configuration and ordering tool V 1.0 60 agents 5 supervisors 30 IVR ports 1 historical reporting session 1266 available server points 266 points remaining 45 Copyright Printed in USA..scr

IPCC Enterprise (ICM) Server Sizing How Many Servers Do I Need? Number of IPCC agents and traffic load Number of IPCC locations Level of redundancy Applications Cisco IP Phones Applications Cisco CallManager IPCC Agents Catalyst Switch Router/GW IP WAN PSTN 46 IPCC Enterprise (ICM) Sizing Peripheral Gateway (PG)/Router/Logger Configuration CPU Speed (HP ProLiant DL-G3 Series) RAM Number of CPUs Maximum BHCA Maximum Agents IP-IVR PG 2.4 GHz Xeon (DL380) 2 GB 2 120,000 3,400 CallManager PG * (Plus CTI server) 2.4 GHz Xeon (DL380) 2 GB 2 45,000 1,200 ICM Router ICM Logger 2.4 GHz Xeon (DL380) 2.4 GHz Xeon (DL380) 4 GB 4 GB 2 2 140,000 140,000 4,000 4,000 Hybrid PG (IP-IVR/CM/CTI/CTIOS) Rogger (Router and Logger) 2.4 GHz Xeon (DL380) 2.4 GHz Xeon (DL380) 4 GB 4 GB 2 2 17,500 100,000 500 2,500 Progger (PG, Router, Logger, and CTIOS) 2.4 GHz Xeon (DL380) 4 GB 2 7,000 200 * Maximum 1000 Agents per Peripheral Interface Manager (PIM). Multiple PIMs used on Same physical Server Capacities Projected for ICM 5.0; Will Vary Based on Server and S/W Versions; Check CCO for Latest 47 Copyright Printed in USA..scr

Where to Go for More on IPCC and IP Telephony Design Guidance IPCC Design Guides on CCO http://www.cisco.com/en/us/netsol/ns110/ns44/ns45/ns57/networking_soluti ons_design_guidances_list.html Cisco IPCC Enterprise/Express Documentation http://www.cisco.com/univercd/cc/td/doc/product/icm/icm50/ipccfam/ipccent /index.htm http://www.cisco.com/univercd/cc/td/doc/product/voice/sw_ap_to/apps_3_0/ english/index.htm IP Telephony Design Guides on CCO http://www.cisco.com/en/us/netsol/ns110/ns163/ns165/ns268/networking_so lutions_design_guidances_list.html 48 Agenda Call Center Resource Sizing Gateway Ports IVR Ports Agents (Inbound/Outbound) Server Sizing CallManager/IVR Device Weight Provisioning Application Servers IPCC Enterprise and Express IPCC QoS and Bandwidth Provisioning QoS Basics IPCC Data Traffic 49 Copyright Printed in USA..scr

IPCC 5.0 QoS and Bandwidth Provisioning Enabling QoS in the network basics IPCC 5.0 QoS data classification and priority settings PG-ICM bandwidth provisioning 50 Enabling QoS in the Network Different Behaviors, Different Needs Data Voice Bursty Greedy Drop insensitive Delay insensitive TCP retransmits vs. Smooth Benign Drop sensitive Delay sensitive UDP best effort 51 Copyright Printed in USA..scr

Enabling QoS in the Network Cisco s Approach to QoS Classification: Mark the Packets with a Specific Priority Denoting a Requirement for Class of Service from the Network Trust Boundary: Define and Enforce a Trust Boundary at the Network Edge Scheduling: Assign Packets to One of Multiple Queues (Based on Classification) for Expedited Treatment through the Network Provisioning: Accurately Calculate the Required Bandwidth for All Applications Plus Element Overhead ICM Central Controller IVR, PG ) CallManager Cluster PSTN IP WAN SRST Router Campus Branch Office 52 Enabling QoS in the Network Baseline Classification Summary PG-ICM DMP Data? Application Voice Video Conferencing Streaming Video Call Signalling Transactional Data Network Management Bulk Data IPP 5 5 4 3 2 2 1 L3 Classification PHB DSCP EF AF41 CS4 CS3 AF21 CS2 AF11 46 34 32 24 18 16 10 L2 CoS Routing 6 CS6 48 6 Mission-Critical Data 3 AF31 26 3 Scavenger 1 CS1 8 1 Best Effort 0 0 0 0 5 4 4 3 2 2 1 53 Copyright Printed in USA..scr

Enabling QoS in the Network Bandwidth Provisioning Engineer the Network for Data, Voice, and Video Voice Video Voice/Video Control Data Routing, etc. 0.75 x Link Capacity Reserved Link Capacity Link Capacity Provisioning = (BW for Voice + BW for Video + BW for Data)/0.75 55 Enabling QoS in the Network WAN VoIP Bandwidth Reference Tables CODEC Sampling Rate Voice Payload in Bytes Packets per Second Bandwidth per Conversion G.711 20 msec 160 50 80 kbps G.711 30 msec 240 33 74 kbps G.729A G.729A CODEC 20 msec 20 50 24 kbps 30 msec 30 33 Ethernet 14 Bytes of Header PPP 6 Bytes of Header ATM 53 Bytes Cells with a 48 Byte Payload 18 kbps A More Accurate Method for Provisioning Is to Include the Layer 2 Headers into the Bandwidth Calculations: Frame Relay 4 Bytes of Header G.711 at 50 pps 85.6 kbps 82.4 kbps 106 kbps 81.6 kbps G.711 at 33 pps 77.6 kbps 75.5 kbps 84 kbps 75 kbps G.729A at 50 pps G.729A at 33 pps 29.6 kbps 26.4 kbps 42.4 kbps 25.6 kbps 22.2 kbps 20 kbps 28 kbps 19.5 kbps 56 Copyright Printed in USA..scr

Multi-Site Distributed IPCC Enterprise Remote PG from ICM Central Controller Cisco CallManager Cluster ICM Central Controller IVR, PG ) IP Voice TDM Voice Call Control and CTI Data Peripheral Gateways CallManager Cluster IP WAN Headquarters Data Center PSTN Peripheral Gateways Call Center-A Cisco CallManager Cluster ICM central controller located at Data Center Cisco CallManager, Agents and PGs located at each site over the WAN (remote PG) Call Center-B 57 PG-ICM Central Controller Data Flow Priorities and Functions High-priority DMP traffic (TCP) Events involved in or synchronized with actual voice call routing to agents Keepalives provide a fast detection mechanism for corresponding DMP/TCP data sessions Medium-priority DMP traffic (TCP) Notification of central controller with peripheral resource status Peripheral state update events Low-priority (TCP) Events involved in system call status updates and reporting functions 58 Copyright Printed in USA..scr

PG-ICM Central Controller DMP Data Flows (TCP) Microsoft Packet (PS) Scheduler Installed at ICM-CC and PGs Central Site Data Center Redundant ICM Central Controllers Active PG maintains three TCP connections to each Central Controller 1. DMP high Route request/response and agent state transitions 2. DMP medium Peripheral state updates 3. DMP low Call status updates PG Wan PG Remote Redundant PG s Active DMP Sessions Private Network Interfaces Visible Network Interfaces 59 PG-ICM Central Controller Keepalives (TCP) Microsoft Packet (PS) Scheduler Installed at ICM-CC and PGs Central Site Data Center Redundant ICM Central Controllers Keepalives (TCP) Both PGs in the duplex pair will send keep alives on both connections to the ICM central controller at 400ms intervals and the ICM central controller will reply back in sync with a keep alive back to the PGs PG Wan PG Remote Redundant PG s Keep Alives Private Network Interfaces Visible Network Interfaces 60 Copyright Printed in USA..scr

IPCC 5.0 Default/Recommended COS/DSCP Priority Settings Priority Message DSCP/COS Settings with PS* DSCP/COS Settings without PS* High Call Control Keep Alives Protocol Control Network Probe 26 (AF31)/3 26 (AF31)/3 Medium Resource Status Resource Update Synchronization 26 (AF31)/3 18 (AF21)/2 Low Half-Hour Data Call Termination Details 10 (AF11)/1 10 (AF11)/1 *ICM DSCP/COS Settings (Marking) can be configured automatically with or without Microsoft Packet Scheduler (PS) 61 IPCC 5.0 QoS Set-Up (ICM Router) Microsoft Packet Scheduler supports at most two classification levels, medium priority is grayed out and always has the same settings as the high priority 62 Copyright Printed in USA..scr

IPCC 5.0 QoS Set-Up (ICM PG) Microsoft Packet Scheduler supports at most two classification levels, medium priority is grayed out and always has the same settings as the high priority 63 Enabling QoS in the Network IPCC 5.0 Data Classification PG-ICM DMP Data High Medium Low Application Voice Video Conferencing Streaming Video Call Signalling Transactional Data Network Management Bulk Data IPP 5 5 4 3 2 2 1 L3 Classification PHB DSCP EF AF41 CS4 CS3 AF21 CS2 AF11 46 34 32 24 18 16 10 L2 CoS Routing 6 CS6 48 6 Mission-Critical Data 3 AF31 26 3 Scavenger 1 CS1 8 1 Best Effort 0 0 0 0 5 4 4 3 2 2 1 64 Copyright Printed in USA..scr

Enabling QoS in the Network Bandwidth Provisioning between PG-ICM CC Bandwidth will vary based on: Call load (calls per second/bhca) Number of agents Number of skill groups per agent Percent of calls queued CTI peripheral variables (screen pop) Number of scripts run and degree of complexity And more 65 Remote CallManager PG-ICM CC Bandwidth Provisioning Example ICM Central Controller (IVR, PG ) IP Voice TDM Voice Call Control and CTI Data Peripheral Gateways CallManager Cluster IP WAN PSTN Call Center Agents Headquarters Data Center Using our previous example configuration: Number of agents = 800 Number of peripherals = 1 Number of skill groups/agent = 5 Number of ECC variable in bytes = 500 Call rate (BHCA) = 14400 66 Copyright Printed in USA..scr

PG-ICM CC Bandwidth Calculation Spreadsheet http://www.cisco.com/cgi-bin/specialaccess.cgi Input Major Factors Number of Agents 800 Number of Peripherals 1 Average Number of Skill Groups per Agent 5 Average Total Number of All ECC Variables in Bytes (0-2000) 500 Call Rate (BHCA) 14400 67 PG-ICM CC Bandwidth Calculation Spreadsheet http://www.cisco.com/cgi-bin/specialaccess.cgi Input Major Factors Bandwidth Calculator for CallManager Peripheral Gateway; Calculators for Other PG Types (IPIVR and Media Routing PGs) Are Posted at above Link Number of Agents 800 Number of Peripherals 1 Average Number of Skill Groups per Agent 5 Average Total Number of All ECC Variables in Bytes (0-2000) 500 Call Rate (BHCA) 14400 Output Recommended Minimum Link Bandwidth (in bits per sec.) High Priority AF31 53,624 Medium Priority AF21 66,616 Low Priority AF11 35,566 Total BW 155,806 This Bandwidth Does Not Include Voice or Any Other Data Traffic that May Be Traversing this Link 68 Copyright Printed in USA..scr

Enabling QoS in the Network Bandwidth Provisioning Engineer the Network for Data, Voice, and Video Voice Video Voice/Video Control ICM High Data DMP Med DMP Low Routing, etc. 0.75 x Link Capacity Reserved Link Capacity Link Capacity Provisioning = (BW for Voice + BW for Video + BW for Data)/0.75 70 Where to Go for More on IP Telephony Design Guidance Centralized and Distributed Deployment Models for IP Contact Centers Session: Designing an Enterprise IP Telephony Network Session: PWR-5004 Campus, Branch and Teleworker Design with Emerging Technologies Session: PWR-5011 IP Telephony Design Guides on CCO http://www.cisco.com/en/us/netsol/ns110/ns163/ns165/ns268 /networking_solutions_design_guidances_list.html 71 Copyright Printed in USA..scr

Visit the World of Solutions Learn more about products and services surrounding the technologies covered in this session in the World of Solutions. The World of Solutions is open: Tuesday: Wednesday: 11:00am? 2:00pm 5:00pm? 8:00pm 11:00am? 2:00pm 5:00pm? 7:00pm 72 Designing IP Contact Centers Session 73 Copyright Printed in USA..scr

Please Complete Your Evaluation Form Session 74 75 Copyright Printed in USA..scr