Cisco Unified Contact Center Enterprise Solution Reference ...

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Cisco Agent Desktop Component Sizing Cisco Agent Desktop Base Services 9-16 Cisco Unified Contact Center Enterprise 7.x SRND Chapter 9 Sizing Unified CCE Components and Servers The Cisco Agent Desktop Base Services consist of a set of application servers that run as Microsoft Windows services. They include Chat Service, Directory Services, Enterprise Service, Unified IP Phone Agent Service, LDAP Monitor Service, Licensing and Resource Manager Service, Recording and Statistics Service, and Sync Service. In addition, there are application servers that may be placed on the same or separate computers as the Base Servers. These additional applications include the VoIP Monitor Service and the Recording and Playback Service. A set of Cisco Agent Desktop Base Services plus the additional application servers, single or redundant installation, correspond to a logical call center (LCC) and are associated with a PG pair. Table 9-4 lists the maximum number of agents that a single LCC can support for various sizes of enterprises. To support more agents than shown, you can add additional CAD service (LCC) installations and PG pairs. Table 9-4 Maximum Number of Agents Supported by a Logical Call Center (LCC) Desktop Agents Unified IP Phone Agents or CAD Enterprise Size Only Browser Edition Agents Only Mixed Small 150 75 50 of each Medium 500 250 167 of each Large 1000 500 333 of each Cisco Agent Desktop VoIP Monitor Service The VoIP Monitor Service enables the silent monitoring and recording features. For Desktop Monitoring, the VoIP Monitor Service has no impact on design guidance for Agent PG scalability. When using Switched Port Analyzer (SPAN) monitoring, the VoIP Monitor Service may be co-located on the Agent PG for up to 100 agents. When Remote Switched Port Analyzer (RSPAN) monitoring and recording are required for more than 400 agents, the VoIP Monitor Service must be deployed on a dedicated server (an MCS-30-003-Class server or equivalent). Each dedicated VoIP Monitor Service can support up to 400 agents. Cisco Agent Desktop Recording and Playback Service The Recording and Playback Service stores the recorded conversations and makes them available to the Supervisor Log Viewer application. A co-resident Recording and Playback Service can support up to 32 simultaneous recordings. A dedicated Recording and Playback Service (which is available in the Premium offering) can support up to 80 simultaneous recordings. The capacity of the Recording and Playback Service is not dependent on the codec that is used. Table 9-5 summarizes the raw Recording and Playback Service capacity. Table 9-5 Capacity of Recording and Playback Service Recording and Playback Service Type Maximum Simultaneous Recordings Co-resident 32 Dedicated 80 OL-8669-05
Chapter 9 Sizing Unified CCE Components and Servers System Performance Monitoring OL-8669-05 System Performance Monitoring Supporting and maintaining an enterprise solution requires many steps and procedures. Depending on the customer environment, the support procedures vary. System performance monitoring is one procedure that helps maintain the system. This section provides a guide for monitoring Unified CCE to ensure that the system is performing within system tolerances. System monitoring is especially critical for customers as they expand or upgrade their system. The system should be monitored during times of heavy activity. The following system components are critical to monitor: CPU Memory Disk Network The following list highlights some of the important counters for the critical system components, along with their threshold values: Monitoring the CPU – %ProcessorTime; the threshold of this counter is 60%. – ProcessorQueueLength; this value should not go above (2 ∗ (the total number of CPUs on the system)). Monitoring Memory – % Committed Bytes; this value should remain less than (0.8 ∗ (the total amount of physical memory)). – Memory\Available MByte; this value should not be less than 16 MB. – Memory\Pages/sec; the threshold for this counter is 10. – Page File %usage; the threshold for this counter is 80%. Monitoring the Disk Resources – AverageDiskQueueLength; this value should remain less than (1.5 ∗ (the total number of disks in the array)). – %Disktime; this value should remain less than 60%. Monitoring Network Resources – NIC\bytes total/sec; this value should remain less than (0.3 ∗ (the physical size of the NIC)). – NIC\Output Queue Length; the threshold for this counter is 1. Monitoring Unified CCE application – Cisco Unified ICM Router(_Total)\Agents Logged On – Cisco Unified ICM Router(_Total)\Calls in Progress – Cisco Unified ICM Router(_Total)\calls /sec Note The above performance counters for CPU, memory, disk, and network are applicable to all servers within the deployment. The recommended sample rate is 15 seconds. Cisco Unified Contact Center Enterprise 7.x SRND 9-17
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