Design Guide

4
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
3. User Licensing Considerations ............................................................................................7
3.1 Named or Configured Versus Concurrent Users ............................................................7
3.2 Who Needs to be Licensed? ..........................................................................................8
3.3 Compliance Recording Users ........................................................................................8
3.4 MR Systems with Mixed License Types........................................................................8
3.5 Managing User Licenses ...............................................................................................8
4. WFO Application Server Software ......................................................................................8
4.1 Operating System Requirements ...................................................................................8
4.2 Database Requirements .................................................................................................9
4.2.1 SQL Licensing Guidelines .....................................................................................9
4.2.2 Guidelines for an Internal SQL Database Licensing ...............................................9
4.2.3 Guidelines for an External SQL Database ............................................................ 10
5. Server Hardware Configurations ........................................................................................ 10
5.1 Matching the Hardware to the Number of Users .......................................................... 10
5.2 Server Hardware Specifications .................................................................................. 10
5.3 Workforce Management Hardware.............................................................................. 10
5.3.1 Workforce Management Single-Server Hardware Configuration .......................... 10
5.3.2 Workforce Management Multi-Server Hardware Configuration ........................... 11
5.3.3 WFM Services Descriptions ................................................................................. 13
5.4 Call Recording and Quality Management Hardware .................................................... 14
5.4.1 Recording Architectures: Desktop, Server (SPAN) and Network.......................... 14
5.4.2 MR Single-Server Hardware Configuration; Desktop or Co Resident recording
services 16
5.4.3 MR Multi-Server, Configuration; ......................................................................... 17
5.4.4 External Server or Network Recording Configurations ......................................... 18
5.4.5 Calculating Quality Management Contact Storage Capacity ................................. 20
5.4.6 Quality Management Contact Storage Example ................................................... 20
5.4.7 Recorded Contact Storage Calculator ................................................................... 21
5.4.8 Options for Recorded Contact Storage ................................................................. 21
5.4.9 Quality Management Backup CTI Services .......................................................... 22
5.4.10 Monitoring and Recording, MR, Services Descriptions ........................................ 24
5.4.11 Client PC Requirements for Call Recording and Quality Management Applications
and the Desktop Recording Client ..................................................................................... 26
6. Additional Considerations ................................................................................................. 26
6.1 Active Directory Authentication Option ...................................................................... 26
6.2 WFM and MR Application Hardware Redundancy ..................................................... 26
6.3 WFM and MR Application Server to ACD latency...................................................... 26