Cisco Workforce Optimization System Configuration Guide Release 1.4 Workforce Management 8.3.4 Quality Management 8.0 May 2010 Corporate Headquarters Cisco Systems, Inc. 170 West Tasman Drive San Jose, CA 95134-1706 USA http://www.cisco.
THE SPECIFICATIONS AND INFORMATION REGARDING THE PRODUCTS IN THIS MANUAL ARE SUBJECT TO CHANGE WITHOUT NOTICE. ALL STATEMENTS, INFORMATION, AND RECOMMENDATIONS IN THIS MANUAL ARE BELIEVED TO BE ACCURATE BUT ARE PRESENTED WITHOUT WARRANTY OF ANY KIND, EXPRESS OR IMPLIED. USERS MUST TAKE FULL RESPONSIBILITY FOR THEIR APPLICATION OF ANY PRODUCTS.
Cisco Workforce Optimization 1.4 System Configuration Guide Cisco Workforce Optimization 1.4 ..............................................................................................4 System Configuration Guide .......................................................................................................4 1. Introduction .........................................................................................................................6 2. About Cisco Unified Workforce Optimization ......
6.4 Can WFM and MR deploy on the same server ............................................................27 7. For further Information ......................................................................................................
1. Introduction The purpose of this document is to assist partners in correctly configuring Cisco Unified Workforce Optimization (WFO) systems, including one or both WFO applications: Call Recording and Quality Management (MR) and Workforce Management (WFM).
supervisors to track key performance indicators and manage agents’ adherence to schedules. - Call Recording and Quality Management is a voice and screen recording, compliance and evaluation solution for agent performance optimization and dispute resolution. The following architecture diagram shows the overall service communications medium between the WFO solutions and Unified CCX. 3. User Licensing Considerations 3.
3.2 Who Needs to be Licensed? Active product users with login names and agents who are scheduled by the WFM application or users recorded by the MR application all require user licenses. It is not required to have WFO licenses for all agents within the ACD, just ones actively using the system. Each WFO application can also license a separate subset of agents or users, it is not required the same users be licensed for both applications. 3.3 Compliance Recording Users Beginning with QM 2.7.
Although Windows Server 2003 has reached end of sale it is still available by purchasing Server 2008 and exercising downgrade rights to Server 2003. See http://www.microsoft.com/windowsserver2008/en/us/downgrade-rights.aspx . 4.2 Database Requirements Each WFO application – MR or WFM – requires one database instance hosted on Microsoft SQL Server 2005 or in the case of MR 8.0 and above SQL 2008. Partners or customers must provide this separately for the WFO applications.
4.2.2.4 Virtual server, aka VMware, SQL licensing. Virtual servers are now an approved WFO hardware configuration, with the following caveat from the Product Install Guide: MR hosted on VMware was only tested for functionality. MR was not tested for performance or scalability in the VMware environment.
Workforce Management Server Capacities Intel 5140 Xeon 2 x Intel 5140 Xeon Processor 2.33 GHz 2.33 GHz Memory 2 GB 4 GB System Storage 40 GB Cisco MCS Equivalent MCS 7835 Workforce Management: Single Server Configuration MCS 7845 Maximum number of named users 450 900 Maximum number of concurrent agents users 150 300 5.3.2 Workforce Management Multi-Server Hardware Configuration WFM hardware configurations for higher user counts include new 3- and 5-server configurations.
Workforce Management Server Capacities Intel 5140 Xeon 2 x Intel 5140 Xeon Processor 2.33 GHz 2.
Workforce Management 8.3 5 Server Configuration WFM browser client WFM browser client ACD Ethernet SQL Server WFM Process Service Apache Tomcat WFM Sync and Adherence Services WFM Compile Service WFM OOC WFM Capture Service 5.3.3 WFM Services Descriptions 5.3.3.1 WFM Capture Service The Workforce Management Capture Service watches for historical call data reports created by the Workforce Management OOC (Odysoft ODBC Collector) Service.
High availability (HA) configurations can use multiple data sources. The Workforce Management OOC Service always connects to the first node, however, and fails over to the second node only if the first connection fails. 5.3.3.4 Request Service Processes user requests to generate forecasts and schedules 5.3.3.
Notes: 1. Certain Cisco phones such as the 79xx phones must be configured to span ports in the Unified CM administrator in order to pass these packets on to the agent’s PC 2. The complete list of Cisco IP phones that support endpoint recording is located in the Quality Management Installation Guide 5.4.1.
5.4.1.3 Network Recording Network recording is similar to Server recording in that multiple phones are recorded via services running on the MR base or an external recording server. The primary difference is that the Network recording server receives the IP telephony packets from the IP phone devices built in bridge under control of Cisco Unified Call Manager, CUCM, in lue of a SPAN port connection to the switch.
1 2 3 4 5 7 8 6 9 8 # * 5.4.3 MR Multi-Server, Configuration; 5.4.3.1 Core MR services with Desktop Recording or external Server or Network Recording For larger MR deployments, the multi-server configuration can be used to host the core MR services.
3+n Server Configuration Details Server Function Server Type Quantity Base MCS 7835 1 Database MCS 7835 1 Voice and Screen Storage MCS 7835 1 CTI Filter MCS 7825 1 per CM cluster Notes Database server is required even for systems with an external database Additional storage capacity for contacts will be required either on this server or externally One per Unified Communications Manager Cluster 5.4.
MCS server or servers required for the Recording servers is defined by the maximum number of concurrent recordings as shown in the table below: Intel Dual-Core Xeon 3050 2.13 Intel 5140 Xeon Processor GHz 2.33 GHz Memory 2 GB 2 GB 40 GB System Storage Varies by Usage Recording Storage MCS 7816 MCS 7825 MCS 7835 Cisco MCS Equivalent Separate Network or Server Recording Capacities, in concurrent recorded calls Intel Celeron D 352 3.
ACD 1 2 4 5 3 6 7 8 9 * 8 # 5.4.5 Calculating Quality Management Contact Storage Capacity In addition to the normal disk storage for the operating system, SQL database and MR server software, MR deployments must also plan for storage space for the recorded contacts. The total amount of storage required is based upon the cumulative time and types of recording to be stored on the system.
Recorded minutes in MR =13,200 minutes/day * 21 days/month * 2 months = 554,400 min Voice Storage = 554,400 minutes * 0.12 MBytes/minute = 66 GBytes Screen Storage = 554,400 minutes * 1.2 MBytes/minute = 665 GBytes Note: A single system may have multiple groups of recorded users with variations in recording rules or retention periods so this calculation may need to be repeated for each group and the results summed together to get to total storage requirements. 5.4.
MCS Server Recording Storage Capacity Base Capacity Expansion Capacity Reserved Capacity SATA MCS Model Disk RAID system RAID for Disk recording Disk Base capacity capacity capacity recording Available Expansion capacity capacity slots disks GB GB GB GB disk slots disks GB* GB 7816-H3 2 1 160 160 40 120 1 1 160 120 160 120 7816-I3 2 1 160 160 40 120 1 1 7825-H3 2 2 160 160 40 120 0 0 7835-H2 8 2 72 72 40 32 6 6 250 1250 7845-H2/I2 8 4 72 14
Hosting the Backup MR CTI service requires a MCS 7825 server with Windows 2003 Server with Service Pack 2. 5.4.9.1 Description of Backup MR CTI Service Operation ACD The base MR configuration includes a single MR server hosting all services. In order to ensure the endpoint recording services continue operation through a MR server failure, version 2.7 has introduced a redundant CTI service option.
disconnected. Our reason for going back to the Primary CTI service even when the Secondary CTI service is running, is to minimize the case where a desktop recording service is connected to the Primary CTI service and the server based recording service is connected to the Secondary CTI service and they are both recording the same phone. Staying on the primary CTI service also makes it easier to troubleshoot issues since only one CTI service is in use at a time. 5.4.
The MR CTI Service communicates with the CTI Manager using the Cisco JTAPI interface to listen for phone events (it does no call control). The MR CTI Service forwards these events on to the MR recording client for workflow processing. When users that have been configured in MR log in to a PC with the recording service installed, a message is sent to the MR CTI Service. The MR CTI Service in turn registers an event listener with JTAPI and is notified when phone events occur.
responsible for forwarding only the voice packets that match the packet filter. The packet filter is constructed based on requests from the Network Recording service that keeps track of which devices actually need to be recorded. NOTE: The SPAN port Monitor service does not include the ability to perform live call monitoring; live call monitoring is only available for users configured under Network recording. 5.4.10.
As for the amount of MR CTI Event data transferred from the MR CTI service to the recording services each event is approximately ~200 bytes per event with ~6 events per call (simple call scenario) multiplied by the calls per agent and number of agents. MR CTI starts monitoring the phone when the agent logs in during End Point recording (and removes registration on log out). For Server-based recording it is constantly monitoring the phone. Agent login/logout has no bearing on monitoring.
