Avaya IQ 5.0 Database Server Configuration Recommendations And Oracle Guidelines

Avaya IQ 5.0 Database Server Configuration Recommendations

Avaya IQ Database Server Page 2 of 12 Issue 3.0 1. INTRODUCTION... 3 1.1 Purpose... 3 1.2 BACKGROUND... 3 1.3 Terminology... 3 2. CONFIGURING IQ DATABASE SERVER... 4 2.1 Physical Disk Requirements... 4 2.1.1 Data Storage Disk Requirements... 4 2.1.2 System and Oracle Managed Files... 5 3. ORACLE PROCEDURES FOR AVAYA IQ DATABASE... 6 4. KNOWN IQ ISSUES RELATED TO DATABASE SERVER... 7 5. ORACLE DOCUMENT REFERENCES... 7 6. APPENDIX A MULTI-HOST DATABASE SERVER... 7 7. APPENDIX B DUAL HOST DATABASE SERVER... 8 8. APPENDIX C REPORT MIX... 10 9. APPENDIX D - AVAYA IQ ORACLE LICENSE GUIDELINES... 11

Avaya IQ Database Server Page 3 of 12 Issue 3.0 1 1. INTRODUCTION 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 21 22 23 24 25 26 27 28 1.1 PURPOSE This document provides Avaya IQ database configuration recommendations. Guidelines are provided for Oracle configuration details. The information provided is based on benchmarks gathered from specific usage scenarios. The recommendations are provided to assist in configuring the IQ database server for a given workload. This document does not provide database setup procedures (see Avaya IQ Preparing for Implementation). Database server sizing recommendations are now included in the Avaya IQ Implementation Planning Tool (IPT) Customer Report output. The recommendations in this document apply to Avaya IQ release 5.0 or later. All throughputs, processor utilization, memory, disk, and other performance data below are estimates based on certain assumptions and conditions regarding typical customer usage patterns. No representation is made that these estimates are accurate. Any configuration recommendations should be tested and verified. 1.2 BACKGROUND Avaya IQ has characteristics of both online transactional processing database (OLTP) and online analytical processing database (OLAP). Processing of contact center administration and traffic data generates bursts of small database transactions (inserts/updates). This is typical OLTP operations. The Avaya IQ reports, aggregations and data export applications execute complex queries against the multidimensional views of data in the real-time and historical database. This is typical database operation in an OLAP (i.e. decision support system, DSS; Data Warehouse) database. The impact of these operations on the performance of the database server depends on the traffic volume and call complexity. The database must provide sufficient performance and throughput to keep up with the database transactions. If the database cannot keep up with your contact center traffic rate, real-time and historical data may be delayed or lost. 1.3 TERMINOLOGY 29 CM Busy Hour BHC IOPS IPT Avaya Communication Manager The busy hour or hours in a 24 hour period during which a contact center experiences the greatest number of contact completions. It is expected that the system will experience peak real-time reporting usage during this time period. Number of contacts (includes CM, Proactive Contact, Voice Portal Contacts) during Busy Hour. Input/Output operations Per Second (to/from disk) Implementation Planning Tool Avaya utility to provide recommendations for Avaya IQ Server hardware requirements.

Avaya IQ Database Server Page 4 of 12 Issue 3.0 30 31 32 33 34 35 36 37 38 39 40 41 42 43 44 45 46 47 48 49 50 51 52 53 54 55 56 57 58 59 60 61 62 63 64 65 66 67 68 69 70 71 72 73 2. CONFIGURING IQ DATABASE SERVER Oracle 10g is the database management system for Avaya IQ. It is installed on a separate server. Avaya IQ 5.0 currently supports Oracle version 10.2.0.1, 10.2.0.2, 10.2.0.3 and 10.2.0.4. The Avaya IQ Interoperability document is a living document and stays current with 3 rd party product support. This document should be consulted at support.avaya.com to assure proper Oracle version support and associated patch set. Oracle licensing is the responsibility of the customer. Consult IQ Oracle Licensing Guidelines, Appendix D. This section provides guidelines for configuring the IQ database server. A copy of the IPT Customer Report output form should be available. It is required for determining Busy Hour Contacts (BHC), number of Report Users, and the database server number of hard drives and number of Disks (Database tablespaces). 64-bit OS and 64-bit Oracle 64-bit are recommended, especially if your number of Report Users is greater than 100. The Oracle 64-bit database provides scalability to support more users and process larger data volume. Large data and transaction processing takes place in memory resulting in efficient query processing. 2.1 PHYSICAL DISK REQUIREMENTS I/O contention must be avoided for efficient database performance. System (Operating System and Oracle software) and Oracle managed files (undo, temp, redo, archive log, etc) must be separated from Oracle data storage files (datafiles). This section provides recommendations for this distribution. Oracle has the Automatic Storage Option (Automatic Storage Option) option which simplifies disk management and optimizes data layout for I/O performance. Avaya has not tested this configuration. Consult your DBA if this option is a consideration. 2.1.1 Data Storage Disk Requirements This section addresses disk requirements for IQ real-time and historical data (datafiles). Disk requirements are determined by the performance and storage needs of the database server. The IQ IPT tool provides total database space requirements and recommendations for the number database disks for IQ data storage. For those familiar with the 4.2.2 iteration of this document, the database disk calculations which were a part of this document are now calculated by the IPT and included in the IPT Customer Report. The number of physical disks is critical for database I/O performance. RAID striped configurations (5, 10) are proven I/O performers. Oracle recommends RAID 10 for data storage. Avaya agrees with this recommendation, especially for large configurations. In a striped RAID disk configuration (5 or 10), the more disk spindles in the storage configuration, the faster the I/O access. This efficiency results from concurrent access across the stripe set. The IQ database I/O rate will suffer in the absence of enough disk spindles. As a result, IQ report access and traffic processing performance will be impacted. The primary IQ impact is: 1) buffering of event data resulting in latency of data availability to reports; and 2) delayed report refresh rates. Be certain to provide the number of database tablespace disks as recommended in the Customer Implementation Report (Disks (Database tablespaces)). Note, Oracle managed files (control files, redo and archive logs, Oracle SYSTEM, SYSAUX, TEMP, USERS, UNDO tablespaces) should not reside on the RAID storage disk.

Avaya IQ Database Server Page 5 of 12 Issue 3.0 74 75 76 77 78 79 80 81 82 83 2.1.2 System and Oracle Managed Files This section is a supplement to the IPT Customer Report database server recommendation. The location of the Operating System, Oracle software, and Oracle managed files depends on the size of the configuration. IMPORTANT Use the number of physical disks (and size) provided here (instead of the Number of hard drives recommended in the Customer Report). This correction will be corrected in future IPT update. The following system and file locations are based on the number of data storage disks (as determined in Customer Report, Database Server hardware and software requirements: Disks (Database tablespaces)). # of Data Storage Disks Less than 8 System and Oracle Managed File configuration Disk Configuration Files to Locate RAID1: 1 mirrored OS, Oracle 10g, (2 physical disks 146 GB) Oracle SYSTEM, SYSAUX, USERS, TEMP, UNDO tablespaces; control files, redo and archive logs 8 or greater RAID1: 1 mirrored (2 physical disks 146 GB) OS, Oracle 10g, Oracle SYSTEM, SYSAUX, USERS Tablespaces, Oracle control files RAID10: 1 mirrored (4 physical disks 73 GB) Or 4 separate disks with the files distributed across the disks as designated by d2,d3,d4,d5 UNDO, TEMP tablespaces, redo logs (1, 2, and 3), archive logs UNDO, TEMP tablespaces -d2 redo logs A (1, 2, and 3) - d3 redo logs B (1, 2 and 3) d4 archive logs d5 84 85 86 87 88 89 90 91 92 93 94 95 96 2.1.2.1 Oracle Redo Log File Sizing Redo log file management is important to overall databases throughput. Redo log files are typically part of a larger database backup and restore strategy. Redo log sizing impacts the efficiency of the Oracle LGWR and ARCH background processes. Redo log contention has not been observed in our lab configurations with properly sized and multiplexed redo log files (3 files sized as recommended). To determine the redo log file size, select the BHC multiplier from the table below and plug it into the following calculation: BHC * BHC multiplier = redo log file size MB. The recommended size can be adjusted to accommodate backup media sizing efficiencies (for backup of archive log files). Redo log size modeling does not account for extraneous operations such as data imports

Avaya IQ Database Server Page 6 of 12 Issue 3.0 97 98 99 100 101 102 103 104 105 106 107 108 109 110 111 112 113 114 115 116 117 118 119 120 121 122 123 124 125 126 127 128 129 130 131 132 133 134 and data purges. If regular operations of this type take place, additional redo log sizing considerations may be necessary (consult Oracle Database Administrator's Guide). Per BHC multiplier <25K total 26-75K total 76-125K total BHC BHC BHC 12 15 10 8 126-200K total BHC 2.1.2.2 Oracle Undo and TEMP Tablespace Sizing The sizing estimates provided in this section account for execution of the Avaya IQ purge data utility. he following are recommendations related to Undo Tablespace management: 1. use Oracle Automatic Undo Management; 2. set undo table space size to 8GB 1 ; 3. enable undo tablespace AUTOEXTEND option. If you have disk capacity concerns and set MAXSIZE, periodically monitor undo size to assure maximum is not approached; 4. For IQ upgrades (release to release, 4.2 to 5.0), you should: 1) assure the AUTOEXTEND option is enables for undo tablespace, maximum size is unlimited, and at least 30GB of disk space is available for undo tablespace file extension; or 2) increase undo tablespace size to 30GB. The AUTOEXTEND option is preferred. The tablespace size can be reduced after upgrade. The TEMP tablespace size should be set to 5GB. If the IQ data purge utility will be used and BHC is greater than 50K, then set TEMP tablespace size to 10GB. In both cases, enable TEMP tablespace AUTOEXTEND option. 3. ORACLE PROCEDURES FOR AVAYA IQ DATABASE A database backup and restore strategy should be formulated and implemented based on the Oracle Database Backup and Recovery document. All IQ tablespaces should be configured to auto-extend mode. Periodically verify the disks on which the tablespaces reside have sufficient capacity for tablespace growth. In Oracle Enterprise Manager, by default, Manage Optimizer Statistics schedules a job to update statistics nightly. Do not disable this job; updates statistics are critical for efficient report queries. Avaya IQ performs an hourly rebuild of IQ Real-time indexes to assure efficient data access. If data is deleted from any IQ table, rebuild the table indexes. A qualified DBA can perform database tuning activities in accordance with the Oracle Performance Tuning Guide. 1 This will accommodate IQ data purge operations executed via fact_data_purge utility.

Avaya IQ Database Server Page 7 of 12 Issue 3.0 135 136 137 138 139 140 4. KNOWN IQ ISSUES RELATED TO DATABASE SERVER A security audit of the IQ database after IQ installation results in policy violations for PUBLIC EXECUTE privilege on the following packages: DBMS_RANDOM, UTL_FILE, UTL_HTTP, UTL_SMTP, and UTL_TCP. A development MR currently exists for this item. 5. ORACLE DOCUMENT REFERENCES 141 Oracle document Oracle Database 2 Day DBA 10g Release 2 (10.2) Part Number B14196-02 Oracle Enterprise Manager Concepts 10g Release 4 (10.2.0.4) Part Number B31949-08 Oracle Database PL/SQL Packages and Types Reference 10g Release 2 (10.2) Part Number B14258-01 Oracle Database Reference 10g Release 2 (10.2) Part Number B14237-02 Oracle Database Performance Tuning Guide 10g Release 2 (10.2) Part Number B14211-01 Oracle Database Administrator's Guide 10g Release 2 (10.2) Part Number B14231-02 Oracle Database Backup and Recovery Basics 10g Release 2 (10.2) Part Number B14192-03 Oracle Database Backup and Recovery Advanced User s Guide 10g Release 2 (10.2) Part Number B14191-03 Oracle Database Installation Guide 10g Release 2 (10.2) for Linux x86-64 Part Number B15667-03 What information it contains For information on monitoring, diagnosing, and tuning the database For information about monitoring and diagnostic tools available with Oracle Enterprise Manager For information about monitoring and diagnostic PL/SQL packages provided by Oracle database software For information about database performance related initialization parameters For general database performance tuning guidelines For information on administration Oracle database Manual for database administrators who perform backup and recovery of an Oracle database server using Recovery Manager (RMAN). Information on applying advanced backup and recovery strategies. How to install and configure Oracle 10.2 on Linux x86-64. 142 143 144 145 146 147 6. APPENDIX A MULTI-HOST DATABASE SERVER Sample Oracle database server configuration for Avaya IQ 5.0 multi-host. This is an actual test configuration. This configuration supports up to 200 report users and 80K BHC traffic (3 CMs) and 200K BHC traffic (2 CMs) with 24 report users (a BHCC test, therefore report user maximum was not tested). System Component Server OS CPU Memory Disks Configuration Dell PowerEdge R900 64 Bit Red Hat ES 5.2 (kernel: 2.6.18-92.e15) 6 Intel (R) Xeon(R) E7450 2.40 GHz (quad core) 64 GB 6 x 73 GB 15K SAS disks (internal); 24 x 146 GB 15K SAS disks on two external host bus adapters, two 3G SAS and two 4G fiber. RAID controller PERC 6/E Database Oracle Enterprise Edition Database 10g R2 (10.2.0.4) 64 bit

Avaya IQ Database Server Page 8 of 12 Issue 3.0 DB initialization parameters General Purpose Starter Database Template is used to create the DB Connection Mode: Dedicated Server Mode 148 149 150 151 152 153 154 155 db_block_size 8K db_file_multiblock_read_count 16 filesystemio_options: none disk_asynch_io true sga_target: 2G sga_max_size 8G undo_management auto log_mode archivelog Disk Contents RAID1: 1 mirrored 73 GB disks Operating System Oracle Software Oracle Control, Trace, Logs Oracle SYSAUX tablespace Oracle SYSTEM tablespace Oracle USERS tablespace Disk2: 73 GB Oracle TEMP tablespace Oracle UNDO tablespace Disk3: 73 GB Oracle multiplexed (A) redo logs (3) Disk4: 73 GB Oracle multiplexed (B) redo logs (3) Disk5: 73 GB Archive Log files RAID10: 12 mirrored 146 GB disks All IQ tablespaces Configuation: Two hardware RAID10 LUNs. 6 mirrored 146 GB disks each Stripe-unit size: 256K Linux Volume Manager is configured to create one RAID0 volume to distribute I/O to the two LUNs OS parameters fs.aio-max-size = 1048576 fs.file-max = 65536 kernel.shmmax = 68719476736 kernel.shmall = 4294967296 kernel.shmmni = 4096 kernel.sem = 250 32000 100 128 net.ipv4.ip_local_port_range = 1024 65000 net.core.rmem_default = 262144 net.core.rmem_max = 4194304 net.core.wmem_default = 262144 net.core.wmem_max = 262144 7. APPENDIX B DUAL HOST DATABASE SERVER Sample Oracle database server for Avaya IQ 5.0 dual host. This is an actual test configuration. This configuration supports 75 report user with 20K BHC traffic (1 CM) and 50k BHC traffic with 24 report users (a BHCC test, therefore report user maximum was not tested).

Avaya IQ Database Server Page 9 of 12 Issue 3.0 156 157 158 159 160 System Component Configuration Server IBM x3650 OS 64 Bit Red Hat ES 5.2 (kernel: 2.6.18-92.e15) CPU 2 Intel (R) Xeon(R) E54402.83 GHz (quad core) Memory 16 GB Disks 8 x 146.8 GB IBM 15K RPM SAS FRU 39R7350 RAID controller Adaptec AAC-RAID (Rocket) (rev 02) Database Oracle Enterprise Edition Database 10g R2 (10.2.0.4) 64bit DB initialization parameters General Purpose Starter Database Template is used to create the DB Connection Mode: Dedicated Server Mode db_block_size 8K db_file_multiblock_read_count 16 filesystemio_options none disk_asynch_io true sga_target 2208M sga_max_size 2208M shared_pool_size 0 undo management auto OS parameters fs.file-max = 65536 kernel.shmmax = 4000000000 kernel.shmall = 4294967296 kernel.shmmni = 4096 kernel.sem = 250 32000 100 128 net.ipv4.ip_local_port_range = 1024 65000 net.core.rmem_default = 1048576 net.core.rmem_max = 1048576 net.core.wmem_default = 262144 net.core.wmem_max = 262144 Disk RAID1: 1 mirrored 146 GB disks RAID5: 5+1 146 BG disks Strip-unit size: 256K The disk layout mapping Contents Operating System Oracle Software Oracle Control, Trace, Logs Oracle TEMP tablespace Oracle SYSAUX tablespace Oracle SYSTEM tablespace Oracle UNDO tablespace Oracle USERS tablespace Oracle Redo logs (3x2048 MB) All IQ tablespaces

Avaya IQ Database Server Page 10 of 12 Issue 3.0 161 162 163 164 165 166 167 168 169 170 171 172 173 174 175 176 177 178 179 180 181 182 183 184 185 186 187 188 189 190 191 192 193 194 195 196 197 198 199 200 201 202 203 204 205 8. APPENDIX C REPORT MIX Avaya IQ system engineers profiled customer usage scenarios. A typical customer report usage model resulted from this investigation and documented a report mix to represent this model. The following is a summary of the report mix. Benchmarks (IOPs, CPU occupancy, memory utilization, etc) were captured with various number of report users, executing the below report mixes with 50k contact traffic on the dual host configuration and 80k BHC contact traffic on the multi-host (measurements were taken at various BHC rates, but 80k was the baseline). Report Mix Ratio 50% of Supervisors run the following real-time report mix: 1. Agent Performance execute for Agent Group with 15 agents 2. Agent Status execute for Agent Group with 15 agents 3. Agents Staffed by Agent State execute for Queue Group with 20 agents 4. Queue Status execute for Queue Group with 20 queues 33.3% of Supervisors run the following real-time report mix: 1. Agent Performance execute for Agent Group with 15 agents 2. Agent Status execute for Agent Group with 15 agents 3. Queue Alerts execute for Queue Group with 20 queues 4. Queue Contacts execute for Queue Group with 20 queues The remaining Supervisors (16.67%) run the following: 1. Agent Performance execute for Agent Group with 15 agents 2. Queue and Agent Status execute for 1 Agent Group (w/ 15 agents) & 1 Queue Group (w/ 20 Queues) Note: Each supervisor reports on a different set of active Agents and Queues. Director (for each 20 supervisors) run the following reports: 1. Queues Above Target % in Service Level execute for one or more Queue Groups so that 100 queues are reported on 2. Queues Below Target % in Service Level execute for one or more Queue Groups so that 100 queues are reported on 3. Queue Group Contacts execute for one or more Queue Groups so that 100 queues are reported on Operations Managers (one op mgr for each 33 supervisors) run the following reports: 1. Multiple Queue and Agent Status execute for 1 Agent Group (w/ 15 agents) & 1 Queue Group (w/ 20 Queues) 2. Queue Performance execute for Queue Group with 20 queues 3. Queue Group Status execute for all Queue Groups (w/ all queues) for direct report supervisors Data Export 1. Agent Status execute for all Agent Work Groups (w/all Agents). The following is a sample for the 75 user report mix.

Avaya IQ Database Server Page 11 of 12 Issue 3.0 206 207 208 209 210 211 212 213 214 215 216 217 218 219 220 221 222 223 224 225 226 227 228 229 230 231 232 233 234 235 236 237 238 239 240 241 242 243 244 Real-time Reports Report % # Users Reports Refreshed per Minute Roles 50 33 A, B, E, F (2+6+2+6)*33=528 Supervisor 33.3 23 A, B, I, J (2+6+6+6)*23=460 16.7 12 A, N (2+1.3)*12=39.6 4 K, L, M (2+6+6)*4=56 Contact Center Director 2 C, G, H (1.3+2+2)*2=10.6 Operations Manager 1 D 6*1=6 Data Export Total refreshes per minute: 1100.2 Total unique real time reports: 14 Tabular reports A = Agent Performance (2 updates / minute) B = Agent Status (6 updates / minute) D = Data Export Cisco (Agent Status) (6 updates / minute) E = Agents Staffed by Agent State (2 updates / minute) F = Queue Status (6 updates / minute) G = Queue Performance (2 updates / minute) H = Queue Group Status (2 updates / minute) Dashboards I = Queue Alerts (6 updates / minute) J = Queue Contacts (6 updates / minute) K = Queues Above Target % in Service Level (6 updates / minute) L = Queues Below Target % in Service Level (6 updates / minute) M = Queue Group Contacts (2 updates / minute) Multipart with Charts C = Multiple Queue and Agent Status (1.33 updates / minute) N = Queue and Agent Status (1.33 updates / minute). Historical Reports # Users Reports Reports Run over Busy Roles Hour 7 R, S, T 3*7=21 Supervisor 7 R, U, V 3*7=21 4 W 1*4=4 Contact Center Director Total reports per hour: 208 Total unique historical reports: 6 Tabular reports R = Work Handling Agent Behaviors - Summary (totals) S = Short Contacts - Details T = Short Contacts Behavior - Trend U = Short Wrap-up - Details V = Short Wrap-up - Trend W = Queue Service Level Trend 9. APPENDIX D - AVAYA IQ ORACLE LICENSE GUIDELINES This document is intended to be a guideline for the determination of Oracle licenses required for the Avaya IQ database Oracle software.

Avaya IQ Database Server Page 12 of 12 Issue 3.0 245 246 247 248 249 250 251 252 253 254 255 256 257 258 259 260 261 262 263 264 265 266 267 268 269 270 271 272 273 274 275 276 277 278 279 280 281 282 283 284 285 286 287 288 289 290 291 292 293 294 295 296 297 298 It is the customer s responsibility to work with Oracle or the vendor they are purchasing the Oracle software/licenses from for the correct quantity and recommendation of type of licenses. The Oracle website www.oracle.com should be referenced to determine number and type of Oracle licenses required for the Avaya IQ database server. Two documents to search for and review are: Discounting Practices on Promotions for the Database Licensing document Oracle Software Investment Guide provides the Oracle pricing and licensing guidelines. Avaya IQ has the following requirement for Oracle licenses: One Oracle Named User Plus license is required for each individual person in the organization who is authorized to login to Avaya IQ or access the Avaya IQ database. One Oracle Named User Plus license is required for each device accessing data from the Avaya IQ database using Data Export. This would include each individual wallboard, and probably includes each instance of a workforce management application, each Cisco ICM instance, etc. Avaya IQ uses the following Oracle licensing options: Per User option: One Named User Plus license is required for each individual person in the organization who is authorized to login to Avaya IQ or access the Avaya IQ database. One Oracle Named User Plus license is required for each device accessing data from the Avaya IQ database using Data Export. Individual users and devices can be the following (this is not an inclusive list, but an example): Contact Center Supervisors (Administered in Avaya IQ, not number of Report User licenses) Database Administrators Contact Center Analysts Data Analysts Contact Center Management Wallboard application using data export Workforce Management (WFM) application using data export Database pooling or multiplexing does not reduce the need to license each individual person. There appears to be no provision to distinguish between users in different shifts, so all individual users must be licensed even if they are not all accessing the database simultaneously. Per Processor option: One Oracle processor license is required per processor. Determination of the number of processors licenses required is determined by Oracle as it may differ based on type of processor, the number of cores, chip type and sever manufacturer. For customers that will be utilizing an existing Oracle database that is licensed with Oracle Enterprise Edition, additional Oracle licensing is not required for Avaya IQ.