Avaya Call Management System
Capacities
Release 16.2
February 2011
2011 Avaya Inc. All Rights Reserved.
Notice
While reasonable efforts were made to ensure that the information in this
document was complete and accurate at the time of printing, Avaya Inc. can
assume no liability for any errors. Changes and corrections to the information
in this document might be incorporated in future releases.
Documentation disclaimer
Avaya Inc. is not responsible for any modifications, additions, or deletions to
the original published version of this documentation unless such modifications,
additions, or deletions were performed by Avaya. Customer and/or End User
agree to indemnify and hold harmless Avaya, Avaya's agents, servants and
employees against all claims, lawsuits, demands and judgments arising out of,
or in connection with, subsequent modifications, additions or deletions to this
documentation to the extent made by the Customer or End User.
Link disclaimer
Avaya Inc. is not responsible for the contents or reliability of any linked Web
sites referenced elsewhere within this documentation, and Avaya does not
necessarily endorse the products, services, or information described or offered
within them. We cannot guarantee that these links will work all the time and we
have no control over the availability of the linked pages.
Warranty
Avaya Inc. provides a limited warranty on this product. Refer to your sales
agreement to establish the terms of the limited warranty. In addition, Avayas
standard warranty language, as well as information regarding support for this
product, while under warranty, is available through the Avaya Support Web
site:
http://www.avaya.com/support
License
USE OR INSTALLATION OF THE PRODUCT INDICATES THE END USER'S
ACCEPTANCE OF THE TERMS SET FORTH HEREIN AND THE GENERAL
LICENSE TERMS AVAILABLE ON THE AVAYA WEB SITE
http://www.avaya.com/support/LicenseInfo ("GENERAL LICENSE TERMS").
IF YOU DO NOT WISH TO BE BOUND BY THESE TERMS, YOU MUST
RETURN THE PRODUCT(S) TO THE POINT OF PURCHASE WITHIN TEN
(10) DAYS OF DELIVERY FOR A REFUND OR CREDIT.
Avaya grants End User a license within the scope of the license types
described below. The applicable number of licenses and units of capacity for
which the license is granted will be one (1), unless a different number of
licenses or units of capacity is specified in the Documentation or other
materials available to End User. "Designated Processor" means a single
stand-alone computing device. "Server" means a Designated Processor that
hosts a software application to be accessed by multiple users. "Software"
means the computer programs in object code, originally licensed by Avaya and
ultimately utilized by End User, whether as stand-alone Products or
pre-installed on Hardware. "Hardware" means the standard hardware
Products, originally sold by Avaya and ultimately utilized by End User.
License type(s)
Designated System(s) License (DS). End User may install and use each
copy of the Software on only one Designated Processor, unless a different
number of Designated Processors is indicated in the Documentation or other
materials available to End User. Avaya may require the Designated
Processor(s) to be identified by type, serial number, feature key, location or
other specific designation, or to be provided by End User to Avaya through
electronic means established by Avaya specifically for this purpose.
Concurrent User License (CU). End User may install and use the Software on
multiple Designated Processors or one or more Servers, so long as only the
licensed number of Units are accessing and using the Software at any given
time. A "Unit" means the unit on which Avaya, at its sole discretion, bases the
pricing of its licenses and can be, without limitation, an agent, port or user, an
e-mail or voice mail account in the name of a person or corporate function
(e.g., webmaster or helpdesk), or a directory entry in the administrative
database utilized by the Product that permits one user to interface with the
Software. Units may be linked to a specific, identified Server.
Copyright
Except where expressly stated otherwise, the Product is protected by copyright
and other laws respecting proprietary rights. Unauthorized reproduction,
transfer, and or use can be a criminal, as well as a civil, offense under the
applicable law.
Third-party components
Certain software programs or portions thereof included in the Product may
contain software distributed under third party agreements ("Third Party
Components"), which may contain terms that expand or limit rights to use
certain portions of the Product ("Third Party Terms"). Information identifying
Third Party Components and the Third Party Terms that apply to them is
available on the Avaya Support Web site:
http://www.avaya.com/support/ThirdPartyLicense
Preventing toll fraud
"Toll fraud" is the unauthorized use of your telecommunications system by an
unauthorized party (for example, a person who is not a corporate employee,
agent, subcontractor, or is not working on your company's behalf). Be aware
that there can be a risk of toll fraud associated with your system and that, if toll
fraud occurs, it can result in substantial additional charges for your
telecommunications services.
Avaya fraud intervention
If you suspect that you are being victimized by toll fraud and you need technical
assistance or support, call Technical Service Center Toll Fraud Intervention
Hotline at +1-800-643-2353 for the United States and Canada. For additional
support telephone numbers, see the Avaya Support Web site:
http://www.avaya.com/support
Trademarks
Avaya and the Avaya logo are either registered trademarks or trademarks of
Avaya Inc. in the United States of America and/or other jurisdictions.
All other trademarks are the property of their respective owners.
Downloading documents
For the most current versions of documentation, see the Avaya Support Web
site:
http://www.avaya.com/support
Avaya support
Avaya provides a telephone number for you to use to report problems or to ask
questions about your product. The support telephone number
is 1-800-242-2121 in the United States. For additional support telephone
numbers, see the Avaya Support Web site:
http://www.avaya.com/support
Contents
Avaya CMS capacities . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Using the capacity limits . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Capacity descriptions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
CMS R16.2 Capacities . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Optimizing CMS reporting efficiency . . . . . . .
Skill based reporting . . . . . . . . . . . . .
Recommendations for custom reports . . . .
Resources for system performance analysis
Avaya CMS R16.2 Capacities
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
February 2011
9
10
10
11
Avaya CMS R16.2 Capacities
February 2011
Avaya CMS capacities
This document describes the supported hardware platforms and capacities for the Avaya Call
Management System (CMS) Release 16.2 (R16.2) software that can currently be purchased
from Avaya.
This document includes the following topics:
Using the capacity limits on page 5
Capacity descriptions on page 5
CMS R16.2 Capacities on page 8
Optimizing CMS reporting efficiency on page 9
Using the capacity limits
The capacities described in the following topics are the maximum limits that can be supported
by a particular CMS hardware platform. You must verify that none of the capacity limits is
exceeded for a particular hardware platform.
If you exceed even one of the capacity limits for a hardware platform, you require the next
higher capacity hardware platform. For example, if you have less than 200,000 calls per hour,
but between 201 and 400 Supervisors, you must purchase a T5220 with the standard 16GB of
memory.
Capacity descriptions
The following topics describe the measurements you must use to determine which CMS
hardware platform is required.
Peak busy hour call volume
The busy hour call volume capacity is the call volume during the busy hour.
Calculate the busy hour call volume by adding each trunk seizure or line appearance seized
during the busiest hour for calls.
Avaya CMS R16.2 Capacities
February 2011
Avaya CMS capacities
Concurrent supervisors
The concurrent supervisors capacity is the total maximum number of CMS supervisors and
CMS terminal emulator logins that exist during the peak busy hour. The concurrent supervisors
capacity is not the number of authorized logins, but the number of logins actually used.
Calculate the number of concurrent supervisors by counting the maximum number of supervisor
logins and terminal emulator logins that exist during the busy hour period. Each login counts as
one. Do not count the number of reports. This calculation must be 800 or less.
Third-party software
The third-party software capacity is the number of external or third party interface applications.
Some examples of third-party interfaces are Blue Pumpkin, ODBC, wallboards, Geotel,
Operational Analyst, TCS, and IEX.
Calculate the amount of third-party software by counting the number of third party applications
used.
!
Important:
Important:
The one exception to this rule is Geotel, which counts as two applications.
Do not count each instance of the application. If you use wallboards, count the wallboards as
one application. Do not add up the total number of wallboards.
Agent/skill pairs
The agent/skill pairs capacity is the total number of agent/skill pairs.
Calculate this capacity by multiplying the number of agents by the number of skills each agent
can log in to. The number of agents and the number of skills are based on the switch
administration. For example, if there are 20 agents, and each agent is administered with 5 skills,
you would multiply agents by their skills for a value of 100 agent/skill pairs. You must count the
total number of skills administered for the agent, not the number of skills used by the agent.
Reports per Supervisor session
The reports per Supervisor session capacity is the average number of simultaneous real-time
reports each supervisor will run.
Report elements
The report elements capacity is the average number of report elements.
A report element is an entity that is monitored by an average real-time report. Report elements
are not the lines of data rendered on the report but the element that is chosen to run the report
against. Some examples of elements are VDNs, skills, and vectors.
Calculate this capacity by counting each element. You would count one element if a report is run
for one skill. It does not matter if the report has lines of data for each agent in the skill.
Avaya CMS R16.2 Capacities
February 2011
Capacity descriptions
Active agent traces
The active agent traces capacity is the number of agent traces running on the CMS.
Average refresh rate
The average refresh rate capacity is the average refresh rate for real-time reports.
Calculate this capacity by averaging the refresh rates set by your report users. For example, if
one-half of the users use a 30-second refresh rate, and the other half use a 10-second refresh
rate, you would calculate an average of 20.
Percent refresh rate at three seconds
The percent refresh rate at 3 seconds capacity is the percentage of real-time report users that
require a refresh rate of 3 seconds.
Avaya CMS R16.2 Capacities
February 2011
Avaya CMS capacities
CMS R16.2 Capacities
The following table lists the capacities for each hardware platform being sold for new CMS
R16.2 installations or for existing platforms being upgraded to CMS R16.2. Only T5120 and
T5220 systems can be upgraded to R16.2.
New ships
Capacity
Memory
Peak busy-hour call
volume
Concurrent supervisors
Sun Enterprise
T5120 4-core
8GB
16GB
32GB
200,000
250,000
400,000
200
400
800
Concurrent Agents
5,000
Third-party software
Agent skill pairs1
Sun Enterprise T5120
8-core
10,000
5
150,000
7
150,000
Reports per Supervisor
session
10
Report elements
12
Active agent traces
200
400
600
30 seconds Average
refresh rate
10% at 3 seconds
50% at 3
seconds
100% at 3
seconds
1. CMS supports a system wide limit of 150,000 agent skill pairs, with a per ACD limit of
100,000 agent skill pairs.
Avaya CMS R16.2 Capacities
February 2011
Optimizing CMS reporting efficiency
Upgrades
Capacity
Sun Enterprise
T5120
Memory
Peak busy-hour call
volume
Concurrent supervisors
8GB
16GB
32GB
200,000
250,000
400,000
200
400
800
Concurrent Agents
5,000
Third-party software
Agent skill pairs1
Sun Enterprise T5220
10,000
5
150,000
7
150,000
Reports per Supervisor
session
10
Report elements
12
Active agent traces
200
400
600
30 seconds Average
refresh rate
10% at 3 seconds
50% at 3
seconds
100% at 3
seconds
1. CMS supports a system wide limit of 150,000 agent skill pairs, with a per ACD limit of
100,000 agent skill pairs.
Optimizing CMS reporting efficiency
Avaya provides a powerful solution with CMS that enables you to create custom reports
designed to fit your individual needs. However, the overall capability of the CMS server is limited
by the memory and CPU.
This section includes the following topics:
Skill based reporting on page 10
Recommendations for custom reports on page 10
Resources for system performance analysis on page 11
Avaya CMS R16.2 Capacities
February 2011
Avaya CMS capacities
Skill based reporting
The CMS server is optimized for skill based reporting. Avaya recommends that you create and
use reports on skills instead of Agent Group reports. Skills that do not receive actual calls can
be created on the Communication Manager. You can use these skills to provide reporting for the
agents that are placed in that skill.
To use Agent Group reports, follow the recommendations provided in Recommendations for
custom reports on page 10.
Recommendations for custom reports
When you design and use custom Agent Group reports, consider the following
recommendations to optimize system performance:
Agent Groups
- The size of agent groups should be limited to approximately 30 agents. Any agent
groups much larger than 30 agents should be avoided because system performance
will be adversely affected.
- If possible, report on consecutive Agent IDs in the same report
- If possible, limit Agent Group reports and use skill based reports
Number of agents or other elements in historical or real time reports
- Carefully examine the number of agents, skills, VDNs, trunks, or other elements in one
report. Limit the number of agents or other elements in a single report as much as
possible.
Custom report design
- A historical report should not allow input for multiple dates when running against the
interval database tables. Any report that currently allows input for multiple dates
should be modified so only one date can be input, or should be modified to access the
appropriate daily/weekly/monthly table instead of the interval table.
- Any historical report that takes longer than a few seconds to complete should be
removed or modified to improve performance.
- Any real-time report that takes more than a few milliseconds to refresh should be
removed or modified to improve performance.
10
Avaya CMS R16.2 Capacities
February 2011
Optimizing CMS reporting efficiency
Resources for system performance analysis
You can work with Avaya to design and use custom reports in a manner that maximizes system
performance. The Avaya Professional Services organization provides services that include a
performance analysis of custom reports on a CMS system. Avaya Professional Services can
also provide recommendations on how to efficiently design current or future reports in a manner
that minimizes any impact to CMS performance.
Avaya CMS R16.2 Capacities
February 2011
11
Avaya CMS capacities
12
Avaya CMS R16.2 Capacities
February 2011
