Avaya Call Management System

Capacities

Release 17
July 2014
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 Contents

Chapter 1: Avaya CMS capacities . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7

Using the capacity limits . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7
Capacity descriptions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7
CMS R17, R17 R2, and R17 R3 Capacities . . . . . . . . . . . . . . . . . . . . . . . . . 10
Capacities in a VMWare configuration . . . . . . . . . . . . . . . . . . . . . . . . . . . 13
Optimizing CMS reporting efficiency . . . . . . . . . . . . . . . . . . . . . . . . . . . . 14
Skill based reporting . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 14
Recommendations for custom reports . . . . . . . . . . . . . . . . . . . . . . . . . 14
Resources for system performance analysis . . . . . . . . . . . . . . . . . . . . . 15

Avaya CMS R17.0 Capacities July 2014 5

6 Avaya CMS R17.0 Capacities July 2014
Chapter 1: Avaya CMS capacities

This document describes the supported hardware platforms and capacities for the Avaya Call
Management System (CMS) Release 17 (R17), Release 17 R2 (R17 R2), and Release 17 R3
(R17 R3) software that can currently be purchased from Avaya.
This document includes the following topics:
● Using the capacity limits on page 7
● Capacity descriptions on page 7
● CMS R17, R17 R2, and R17 R3 Capacities on page 10
● Optimizing CMS reporting efficiency on page 14

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 given 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 Dell R720 server.

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 busiest hour of the day.
Calculate the busy hour call volume by adding each trunk seizure or line appearance seized
during the busiest hour for all calls.

Avaya CMS R17.0 Capacities July 2014 7

Chapter 1: 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.
Note:
Note: This capacity limit is the sum of the login count from each client type, CMS
Supervisor Web client and CMS Supervisor PC Client.
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 1600 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.

8 Avaya CMS R17.0 Capacities July 2014

 Capacity descriptions

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.

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 R17.0 Capacities July 2014 9

Chapter 1: Avaya CMS capacities

CMS R17, R17 R2, and R17 R3 Capacities

The following tables list the capacities for each hardware platform being sold for the new CMS
R17 installations or for the existing platforms being upgraded to CMS R17. Only T5120, T5220
and Netra X4270 systems can be upgraded to R17.

New shipments

Capacity R17 Low End R17 Midsize R17 R2 High End

Hardware Hardware Hardware
Platform Platform Platform
(Dell R620 low) (Dell R620 mid) (Dell R720)

Memory 8GB 16GB 64GB

Peak busy-hour call 10,000 200,000 400,000
volume
Concurrent 30 200 1,600
supervisors1
Concurrent Agents 4002 5,000 10,000
Third-party software 3 3 7
Agent skill pairs3 24,000 200,000 800,0002
Reports per 5 5 10
Supervisor session
Report elements 5 5 12
Active agent traces 200 1,000 5,000
30 seconds Average 10% at 3 50% at 3 100% at 3
refresh rate seconds seconds seconds
Internal Call History (ICH) 4,000 per 20 mins 4,000 per 20 mins 4,000 per 20 mins
records
External Call History 200,000 per 20 200,000 per 20 mins 200,000 per 20
(ECH) records mins mins
1. The total capacity of concurrent CMS Supervisors is the combined capacity of CMS Supervisor PC clients
and CMS Supervisor Web clients.
2. This concurrent agent capacity is effective in CMS R17 R3 in the ASD configurator.
3. CMS supports a system wide limit of 800,000 agent skill pairs, with a per ACD limit of 100,000 agent skill
pairs. See Maximum values with multiple ACD deployment for more information.

10 Avaya CMS R17.0 Capacities July 2014

 CMS R17, R17 R2, and R17 R3 Capacities

The Dell R720 introduces new CMS system wide capacities. The new CMS system wide
capacities come with restrictions, so review Maximum values with multiple ACD deployment for
specific restrictions when using the higher system wide capacities.
Note:
Note: All per ACD capacities remain unchanged.
New system wide capacities

CMS attribute System wide capacity Per ACD capacity

Agent skill pair 800,000 100,000

Total VDNs 54,000 30,000
Total splits or skills 54,000 8,000
Total trunks 40,000 12,000
Total trunk groups 8,000 2,000
Total vectors 32,000 8,000
Total call work codes 4,000 1999
Agent trace records 5,100,000 5,100,000
(AAR)

The following table represents the maximum values with multiple ACD deployment on a Dell
R720 system supporting 800,000 agent skill pairs:
Maximum values with multiple ACD deployment

Basic Maximum Values

Agent/skill pairs 300k 300k 400k 500k 800k

Interval length (30) 30 15 30 30 30
Interval data days saved 31 31 15 31 15
Daily data days saved 1825 730 1825 730 730

Note:
Note: There is no impact on daily, weekly, and monthly limits. When the capacity limit of
agent skill pairs crosses 200,000, there is an impact on the interval data storage.

Avaya CMS R17.0 Capacities July 2014 11

Chapter 1: Avaya CMS capacities

Upgrades

Capacity Netra Sun Enterprise Sun Enterprise SPARC T4-1

X4270 T5120 4-core T5220
or T5120 8-core

Memory 4GB 4GB or 8GB 16GB 32GB 32GB 64GB

Peak busy-hour 200,000 200,000 250,000 400,000 400,000 400,000
call volume
Concurrent 200 200 400 800 800 1600
supervisors1
Concurrent 5,000 5,000 10,000 10,000
Agents
Third-party soft- 3 3 5 7 7 7
ware
Agent skill pairs2 200,000 200,000 200,000 200,000
Reports per 5 5 8 10 10 10
Supervisor
session
Report elements 5 5 8 12 12 12
Active agent 200 200 400 600 2,000 5,000
traces
30 seconds 10% at 3 10% at 3 seconds 50% at 3 100% at 3 100% at 3 100% at 3
Average refresh seconds seconds seconds seconds seconds
rate
Internal Call 4,000 per 4,000 per 20 4,000 per 20 mins 4,000 per 20 mins
History (ICH) 20 mins mins
records

External Call 200,000 200,000 per 20 200,000 per 20 mins 200,000 per 20 mins
History (ECH) per 20 mins
records mins
1. The total capacity of concurrent CMS Supervisors is the combined capacity of CMS Supervisor PC clients and CMS
Supervisor Web clients.
2. CMS supports a system wide limit of 200,000 agent skill pairs, with a per ACD limit of 100,000 agent skill pairs.

12 Avaya CMS R17.0 Capacities July 2014

 Capacities in a VMWare configuration

Capacities in a VMWare configuration

Parameter Medium VMware Large VMware

configuration — about configuration — about
equivalent to midsized Dell equivalent to high-end
R620 with Linux Enterprise T4 with
Solaris

Peak busy-hour call volume 200,000 400,000

Concurrent supervisor sessions1 200 1,6002
Concurrent Agents 5,000 10,000
Third-party software 3 7
Agent skill pairs3 200,000 800,0003
Reports per Supervisor session 5 10
Report elements 5 12
Percentage of supervisors that 50% 100%
can run reports with a 3 second
refresh rate
Active agent traces 1,000 5,000
Internal Call History (ICH) records 4,000 per 20 mins 4,000 per 20 mins
External Call History (ECH) 200,000 per 20 mins 200,000 per 20 mins
records
1. This value is the total number of active CMS Supervisor PC client and CMS Supervisor Web client
sessions.
2. Of the 1600 sessions supported, only 800 can be CMS Supervisor Web client sessions.
3. Supporting 800,000 agent skill pairs requires greatly increased disk space for interval data. Customers
should create up to 8 additional disk volumes. See Deploying Avaya Call Management System in an
Avaya Customer Experience Virtualized Environment for full details on disk space usage recommenda-
tions.

Avaya CMS R17.0 Capacities July 2014 13

Chapter 1: Avaya CMS capacities

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 of each server.
This section includes the following topics:
● Skill based reporting on page 14
● Recommendations for custom reports on page 14
● Resources for system performance analysis on page 15

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 14.

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 are recommended to be 99 agents or lesser. Agent groups of
size 99 agents or less are recommended because system performance can be
adversely affected.
Note:
Note: The agent group capacity of 99 agents or lesser is only available on Dell R720,
VMware large configuration, and Oracle T4.
- 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

14 Avaya CMS R17.0 Capacities July 2014

 Optimizing CMS reporting efficiency

- 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
- In historical reports, there should be no input for multiple dates when running against
the interval database tables. Existing reports that allow multiple dates should be
modified to gain access to 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
reviewed for modification to improve performance.
- Any real-time report that takes more than a few milliseconds to refresh should be
reviewed or modified to improve performance.

Resources for system performance analysis

Customers can work with Avaya Professional Services 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 impact to CMS performance.

Avaya CMS R17.0 Capacities July 2014 15

Chapter 1: Avaya CMS capacities

16 Avaya CMS R17.0 Capacities July 2014