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Cluster Guidelines and Considerations 10-6 Cisco Unified Contact Center Enterprise 7.x SRND Chapter 10 Sizing Cisco Unified CallManager 4.x and 5.x Servers Similarly, distribute all gateway ports and Unified IP IVR CTI ports equally among the cluster nodes. If you require more than one Unified ICM JTAPI user (CTI Manager) and more than one primary subscriber, then group and configure all devices monitored by the same Unified ICM JTAPI User (third-party application provider), such as Unified ICM route points and agent devices, on the same server if possible. CTI Manager should be enabled only on call processing subscribers, thus allowing for a maximum of eight CTI Managers in a cluster. To provide maximum resilience, performance, and redundancy, Cisco recommends that you load-balance CTI applications across the various CTI Managers in the cluster. While it is possible to support up to 2000 agents via a single CTI Manager (and, thus, a single IPCC Peripheral Gateway), any deployment with over 1000 agents per CTI Manager and IPCC Peripheral Gateway requires prior approval from Cisco Bid Assurance. For additional CTI Manager best practices, refer to the Cisco Unified Communications Solution Reference Network Design (SRND), available at www.cisco.com/go/srnd If you have a mixed cluster with Unified CCE and general office IP phones, group and configure each type on a separate server if possible (unless you need only one subscriber server). For example, all Unified CCE agents and their associated devices and resources (gateway ports, CTI ports, and so forth) would be on one or more Cisco Unified CallManager servers, and all general office IP phones and their associated devices (such as gateway ports) would be on other Cisco Unified CallManager servers, as long as cluster capacity allows. You have to run the Cisco Unified CallManager Capacity Tool multiple times with the specific device configuration for each primary Cisco Unified CallManager server because the tool assumes all devices are equally balanced in a cluster. In this case, Cisco strongly recommends the 1:1 redundancy scheme. (See Cisco Unified CallManager Redundancy, page 10-8, for details.) Cisco recommends that you use hardware-based conference resources whenever possible. Hardware conference resources provide a more cost-effective solution and allow better scalability within a Cisco Unified CallManager cluster. All CTI route points associated with the IPCC Peripheral Gateway (PG) JTAPI user should be configured to register with the subscriber node running the CTI Manager instance that is communicating with that IPCC PG. The Cisco Unified CallManager Capacity Tool does not currently measure CTI Manager impact on each server separately. However, CTI Manager does place an additional burden on the subscriber node running that process. Therefore, for large deployments, Cisco recommends configuring slightly fewer agents and BHCA on that server (compared with the other servers in the cluster). The goal is to distribute call processing across all servers as evenly as possible. Devices that are associated with an ICM PG JTAPI user but are not used by a call center agent, should still be counted as an agent device because the PG will still be notified of all device state changes for that phone even though it is not being used by an agent. If a device is unlikely to be used regularly by a call center agent, Cisco recommends that you do not associate the device with the ICM PG JTAPI user in order to increase cluster scalability. For deployments requiring large numbers of IVR ports, Cisco recommends using CVP instead of IP IVR. IP IVR ports place significant call processing burden on Cisco Unified CallManager, while CVP does not. Thus, Unified CCE deployments with CVP will allow more agents and higher BHCA rates per cluster. All deployments should be sized using the Cisco Unified CallManager Capacity Tool. Note System IPCC does not support CVP at this time. OL-8669-05
Chapter 10 Sizing Cisco Unified CallManager 4.x and 5.x Servers OL-8669-05 Cisco Unified CallManager Servers In deployments with multiple IP IVRs, Cisco recommends associating those servers with different CTI Managers on different subscriber nodes in order to better balance call processing across the cluster. Cisco Unified CallManager CPU resource consumption varies, depending on the trace level enabled. Changing the trace level from Default to Full on Cisco Unified CallManager can increase CPU consumption significantly under high loads. Changing the tracing level from Default to No tracing can decrease CPU consumption significantly at high loads, but this is not a recommended configuration and is not supported by Cisco Technical Assistance Center. Under normal circumstances, place all servers from the Cisco Unified CallManager cluster within the same LAN or MAN. Cisco does not recommend placing all members of a cluster on the same VLAN or switch. If the cluster spans an IP WAN, you must follow the specific guidelines for clustering over the IP WAN as described in both the section on IPT: Clustering Over the WAN, page 2-27 in this guide, and the section on Clustering Over the IP WAN in the Cisco Unified Communications Solution Reference Network Design (SRND) guide, available at www.cisco.com/go/srnd On MCS-7845 or equivalent servers, make sure to set the trace files location to the F: drive. This setting is a Cisco Unified CallManager service parameter. The CTI default trace file location should be directed to the C: drive array. This configuration will have the least impact on disk I/O resources. For the most current information on Cisco Unified CallManager and Unified CCE supported releases, refer to the latest version of the Cisco Unified CallManager Compatibility Matrix, available at http://www.cisco.com/univercd/cc/td/doc/product/voice/c_callmg/ccmcomp.htm For additional Cisco Unified CallManager clustering guidelines, refer to the Cisco Unified Communications Solution Reference Network Design (SRND) guide at www.cisco.com/go/srnd Cisco Unified CallManager Servers Cisco Unified CallManager clusters utilize various types of servers, depending on the scale, performance, and redundancy required. They range from non-redundant, single-processor servers to highly redundant, multi-processor servers. Cisco Unified CallManager is supported only on specific hardware platforms. For a list of the currently supported hardware configurations, refer to the documentation on Cisco MCS 7800 Series Unified CallManager appliances, available at http://www.cisco.com/go/swonly For the latest information on supported platforms, models, and specific hardware configurations, refer to the online documentation at http://www.cisco.com/en/US/products/hw/voiceapp/ps378/prod_brochure_list.html The server platforms have particular memory requirements, which are documented in Product Bulletin 2864, Physical Memory Recommendations For Cisco Unified CallManager Version 4.0 and Later, available at http://www.cisco.com/en/US/products/sw/voicesw/ps556/prod_bulletin0900aecd80284099.html Cisco Unified Contact Center Enterprise 7.x SRND 10-7
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