Virtualization for Cisco Unified Work Force Optimization Suite for Cisco Unified Contact Center Express

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== Version 10.0 ==
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=== <br> <br> '''Some content has been moved!'''<br> ===
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[[Legend for Cisco Collaboration Virtualization Support|Click here for a Legend]]  
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'''Its new location is &nbsp;:&nbsp; [http://www.cisco.com/c/dam/en/us/td/docs/voice_ip_comm/uc_system/virtualization/virtualization-cisco-unified-work-force-optimization-suite.html http://www.cisco.com/c/dam/en/us/td/docs/voice_ip_comm/uc_system/virtualization/virtualization-cisco-unified-work-force-optimization-suite.html]'''
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{| class="wikitable FCK__ShowTableBorders" style="width: 1200px; height: 476px;"
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'''Please update your bookmark.''' <br><br>
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|-
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! width="100" style="background: rgb(229, 228, 226);" rowspan="3" | <center>'''[[Legend for Cisco Collaboration Virtualization Support|Component &amp; Capacity Point]]'''</center>
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! width="50" style="background: rgb(229, 228, 226);" rowspan="3" | <center>'''[[Legend for Cisco Collaboration Virtualization Support|Preloaded with]] [[Cisco Business Edition 6000|Business Edition]]?'''</center>
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! style="background: rgb(229, 228, 226);" colspan="4" | <center>'''[[Legend for Cisco Collaboration Virtualization Support|VM Configuration Requirements]]'''<br>[http://www.cisco.com/cisco/software/release.html?mdfid=270569179&flowid=5217&softwareid=283733053&release=2.3&rellifecycle=&relind=AVAILABLE&reltype=all '''click to download OVA file for this version''']</center>
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! style="background: rgb(229, 228, 226);" colspan="9" | <center>[[UC Virtualization Supported Hardware|Supported Hardware (Latest)]]</center>
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! style="background: rgb(229, 228, 226);" colspan="4" | <center>[[UC Virtualization Supported Hardware|Supported Hardware (Older)]]</center>
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|- style="background: rgb(229, 228, 226);"
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! width="50" rowspan="2" | <center>'''[[Unified Communications Virtualization Sizing Guidelines|vCPU]]'''</center>
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! width="50" rowspan="2" | <center>'''[[Unified Communications Virtualization Sizing Guidelines|vRAM]]'''</center>
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! width="70" rowspan="2" | <center>'''[[Unified Communications Virtualization Sizing Guidelines|vDisk]]'''</center>
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! width="50" rowspan="2" | <center>'''[[Unified Communications Virtualization Sizing Guidelines|vNIC]]'''</center>
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! colspan="7" | <center>'''[[UC Virtualization Supported Hardware#UC_on_UCS_Tested_Reference_Configurations|UCS Tested Reference Configurations]]'''<br>S is same as BE6000 MD<br>S+ is same as BE6000&nbsp;HD<br>M includes BE7000<br></center>
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! colspan="2" | <center>'''[[UC Virtualization Supported Hardware#Processors_.2F_CPUs|UCS or 3rd-party Specs-based on Intel Xeon]]'''</center>
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! colspan="2" | <center>'''[[UC Virtualization Supported Hardware#UC_on_UCS_Tested_Reference_Configurations|UCS Tested Reference Configurations]]'''</center>
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! colspan="2" | <center>'''[[UC Virtualization Supported Hardware#Processors_.2F_CPUs|UCS or 3rd-party Specs-based on Intel Xeon]]'''<br></center>
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|- style="background: rgb(229, 228, 226);"
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| <center></center><br>
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| <center>'''[[UC Virtualization Supported Hardware#Table_1_-_UC_on_UCS_TRCs|S]]'''</center>
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| <center>'''[[UC Virtualization Supported Hardware#Table_1_-_UC_on_UCS_TRCs|S+]]'''</center>
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| <center>'''[[UC Virtualization Supported Hardware#Table_1_-_UC_on_UCS_TRCs|M]]'''</center>
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| <center>'''[[UC Virtualization Supported Hardware#Table_1_-_UC_on_UCS_TRCs|L]]'''</center>
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| <center>'''[[UC Virtualization Supported Hardware#Table_1_-_UC_on_UCS_TRCs|XL]]'''</center>
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| <center>'''[[UC Virtualization Supported Hardware#Table_1_-_UC_on_UCS_TRCs|2XL]]'''</center>
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| <center>'''[[UC Virtualization Supported Hardware#Processors_.2F_CPUs|Full UC Perf. CPU]]'''</center>
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| <center>'''[[UC Virtualization Supported Hardware#Processors_.2F_CPUs|Restricted UC Perf. CPU]]'''</center>
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| <center>'''[[UC Virtualization Supported Hardware#Table_1_-_UC_on_UCS_TRCs|S]]'''</center>
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| <center>'''[[UC Virtualization Supported Hardware#Table_1_-_UC_on_UCS_TRCs|M]]'''</center>
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| <center>'''[[UC Virtualization Supported Hardware#Processors_.2F_CPUs|Full UC Perf. CPU]]'''</center>
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| <center>'''[[UC Virtualization Supported Hardware#Processors_.2F_CPUs|Restricted UC Perf. CPU]]'''</center>
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|-
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| bgcolor="white" colspan="22" |
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*'''[[Unified Communications Virtualization Sizing Guidelines|Co-residency support]]''' =&nbsp;Full
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*'''[[Unified Communications VMware Requirements|Supported Versions of VMware vSphere ESXi]]''' = 4.0, 4.1, 5.0, 5.1<br>  
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*[[#IOPS_and_Storage_System_Performance_Requirements|Click for "IOPS"]]<br>
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|-
 
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| WFM<br>[[#Notes_on_WFM_VM_configuration|See notes]]
 
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| align="center" bgcolor="pink" | No<br>
 
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| 2<br>
 
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| 4 GB<br>
 
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|
 
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1x 40GB
 
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Optional 2nd vDisk - see notes<br>
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== Cisco WFO&nbsp;Desktop Recording ==
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| 1<br>
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Desktop recording is a recording method that involves installing a recording client application on a desktop PC that can capture packets from an IP phone&nbsp;daisy-chained to the PC. Desktop recording can be used in addition to any of the existing OVA designs that might use the Recording service for Server recording (SPAN), Network recording (Built in Bridge), MediaSense recording, or Gateway (CUBE) recording.
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| align="center" bgcolor="white" | <br>
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| align="center" bgcolor="lawngreen" | Yes<br>
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| bgcolor="lawngreen" | &nbsp; Yes<br>
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| align="center" bgcolor="lawngreen" | Yes<br>
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| align="center" bgcolor="lawngreen" | Yes<br>
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-
| align="center" bgcolor="lawngreen" | Yes<br>
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-
| align="center" bgcolor="lawngreen" | Yes<br>
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-
| align="center" bgcolor="lawngreen" | Yes<br>
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| align="center" bgcolor="lawngreen" | Yes<br>
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-
| align="center" bgcolor="lawngreen" | Yes<br>
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-
| align="center" bgcolor="lawngreen" | Yes<br>
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| align="center" bgcolor="lawngreen" | Yes<br>
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| align="center" bgcolor="pink" | No<br>
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|-
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| QM Base Server (CR/QM/AQM)<br>[[#Notes_on_QM.C2.A0Base_Server_VM_configuration|See notes]]
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| align="center" bgcolor="pink" | No<br>
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| 2<br>
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| 4 GB<br>
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|
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1x 40GB
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1x 146 GB<br>
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== SQL&nbsp;Server Guidelines for Contact Metadata ==
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| 1<br>
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The contact metadata for Quality Management is stored in a Microsoft SQL&nbsp;Server database server. To ensure satisfactory response rates from the SQL&nbsp;database, the resources listed in the following table must be available and configured for use by SQL&nbsp;Server on its hosting server.
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| align="center" bgcolor="white" | <br>
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| align="center" bgcolor="lawngreen" | Yes<br>
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| bgcolor="lawngreen" | &nbsp; Yes<br>
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| align="center" bgcolor="lawngreen" | Yes<br>
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| align="center" bgcolor="lawngreen" | Yes<br>
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| align="center" bgcolor="lawngreen" | Yes<br>
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| align="center" bgcolor="lawngreen" | Yes<br>
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| align="center" bgcolor="lawngreen" | Yes<br>
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| align="center" bgcolor="lawngreen" | Yes<br>
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| align="center" bgcolor="lawngreen" | Yes<br>
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| align="center" bgcolor="lawngreen" | Yes<br>
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| align="center" bgcolor="lawngreen" | Yes<br>
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| align="center" bgcolor="pink" | No<br>
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|-
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| QM Recording Server (CR/QM/AQM)&nbsp; <br>[[#Notes_on_QM.C2.A0Recording_Server_VM_configuration|See notes]]
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| align="center" bgcolor="pink" | No<br>
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| 4<br>
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| 4 GB<br>
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|
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1x 40GB
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1x 146 GB<br>
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=== Standalone SQL&nbsp;Server ===
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| 1<br>
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Customer have the option to deploy a standalone SQL&nbsp;Server database server to improve response rates and allow for scalability. If customers choose to implement a standalone SQL&nbsp;Server, then use one of the QM&nbsp;All in One OVA&nbsp;templates:
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| align="center" bgcolor="white" | <br>
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| align="center" bgcolor="lawngreen" | Yes<br>
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| bgcolor="lawngreen" | &nbsp; Yes<br>
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| align="center" bgcolor="lawngreen" | Yes<br>
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| align="center" bgcolor="lawngreen" | Yes<br>
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| align="center" bgcolor="lawngreen" | Yes<br>
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| align="center" bgcolor="lawngreen" | Yes<br>
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| align="center" bgcolor="lawngreen" | Yes<br>
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| align="center" bgcolor="lawngreen" | Yes<br>
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| align="center" bgcolor="lawngreen" | Yes<br>
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| align="center" bgcolor="lawngreen" | Yes<br>
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| align="center" bgcolor="lawngreen" | Yes<br>
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| align="center" bgcolor="pink" | No<br>
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|}
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<br>
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*2vCPU
 +
*4vCPU
 +
*6vCPU
 +
*8vCPU
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<br>
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Which template to use should be based on your contact metadata calculations (call volumes, retention periods, number of agents, and so on).
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== Version 9.0 ==
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=== Increasing vRAM&nbsp;for SQL ===
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[[Legend for Cisco Collaboration Virtualization Support|Click here for a Legend]]
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Customers also have the option to add additional vRAM in increments of 2 GB for SQL&nbsp;Server in order to scale properly as the amount of contact metadata increases. This will ensure satisfactory response rates from the SQL&nbsp;Server database. Reference the table below for guidelines. This applies to co-resident SQL Server with QM&nbsp;All in One OVA deployments and standalone SQL&nbsp;Server deployments.
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{| class="wikitable FCK__ShowTableBorders" style="width: 1200px; height: 476px;"
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=== Estimating Number of Contacts Stored in the Database  ===
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|-
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! width="100" style="background: rgb(229, 228, 226);" rowspan="3" | <center>'''[[Legend for Cisco Collaboration Virtualization Support|Component &amp; Capacity Point]]'''</center>
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! width="50" style="background: rgb(229, 228, 226);" rowspan="3" | <center>'''[[Legend for Cisco Collaboration Virtualization Support|Preloaded with]] [[Cisco Business Edition 6000|Business Edition]]?'''</center>
+
-
! style="background: rgb(229, 228, 226);" colspan="4" | <center>'''[[Legend for Cisco Collaboration Virtualization Support|VM Configuration Requirements]]'''<br>[http://software.cisco.com/portal/pub/download/portal/select.html?&mdfid=286153542&flowid=47303&softwareid=286178530 '''click to download OVA file for this version''']</center>
+
-
! style="background: rgb(229, 228, 226);" colspan="9" | <center>[[UC Virtualization Supported Hardware|Supported Hardware (Latest)]]</center>
+
-
! style="background: rgb(229, 228, 226);" colspan="4" | <center>[[UC Virtualization Supported Hardware|Supported Hardware (Older)]]</center>
+
-
|- style="background: rgb(229, 228, 226);"
+
-
! width="50" rowspan="2" | <center>'''[[Unified Communications Virtualization Sizing Guidelines|vCPU]]'''</center>
+
-
! width="50" rowspan="2" | <center>'''[[Unified Communications Virtualization Sizing Guidelines|vRAM]]'''</center>
+
-
! width="70" rowspan="2" | <center>'''[[Unified Communications Virtualization Sizing Guidelines|vDisk]]'''</center>
+
-
! width="50" rowspan="2" | <center>'''[[Unified Communications Virtualization Sizing Guidelines|vNIC]]'''</center>
+
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! colspan="7" | <center>'''[[UC Virtualization Supported Hardware#UC_on_UCS_Tested_Reference_Configurations|UCS Tested Reference Configurations]]'''<br>S is same as BE6000 MD<br>S+ is same as BE6000 HD<br>M includes BE7000<br></center>
+
-
! colspan="2" | <center>'''[[UC Virtualization Supported Hardware#Processors_.2F_CPUs|UCS or 3rd-party Specs-based on Intel Xeon]]'''</center>
+
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! colspan="2" | <center>'''[[UC Virtualization Supported Hardware#UC_on_UCS_Tested_Reference_Configurations|UCS Tested Reference Configurations]]'''</center>
+
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! colspan="2" | <center>'''[[UC Virtualization Supported Hardware#Processors_.2F_CPUs|UCS or 3rd-party Specs-based on Intel Xeon]]'''<br></center>
+
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|- style="background: rgb(229, 228, 226);"
+
-
| <center></center><br>
+
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| <center>'''[[UC Virtualization Supported Hardware#Table_1_-_UC_on_UCS_TRCs|S]]'''</center>
+
-
| <center>'''[[UC Virtualization Supported Hardware#Table_1_-_UC_on_UCS_TRCs|S+]]'''</center>
+
-
| <center>'''[[UC Virtualization Supported Hardware#Table_1_-_UC_on_UCS_TRCs|M]]'''</center>
+
-
| <center>'''[[UC Virtualization Supported Hardware#Table_1_-_UC_on_UCS_TRCs|L]]'''</center>
+
-
| <center>'''[[UC Virtualization Supported Hardware#Table_1_-_UC_on_UCS_TRCs|XL]]'''</center>
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| <center>'''[[UC Virtualization Supported Hardware#Table_1_-_UC_on_UCS_TRCs|2XL]]'''</center>
+
-
| <center>'''[[UC Virtualization Supported Hardware#Processors_.2F_CPUs|Full UC Perf. CPU]]'''</center>
+
-
| <center>'''[[UC Virtualization Supported Hardware#Processors_.2F_CPUs|Restricted UC Perf. CPU]]'''</center>
+
-
| <center>'''[[UC Virtualization Supported Hardware#Table_1_-_UC_on_UCS_TRCs|S]]'''</center>
+
-
| <center>'''[[UC Virtualization Supported Hardware#Table_1_-_UC_on_UCS_TRCs|M]]'''</center>
+
-
| <center>'''[[UC Virtualization Supported Hardware#Processors_.2F_CPUs|Full UC Perf. CPU]]'''</center>
+
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| <center>'''[[UC Virtualization Supported Hardware#Processors_.2F_CPUs|Restricted UC Perf. CPU]]'''</center>
+
-
|-
+
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| bgcolor="white" colspan="22" |
+
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*'''[[Unified Communications Virtualization Sizing Guidelines|Co-residency support]]''' =&nbsp;Full
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*'''[[Unified Communications VMware Requirements|Supported Versions of VMware vSphere ESXi]]''' = 4.0, 4.1, 5.0, 5.1<br>
+
-
*[[#IOPS_and_Storage_System_Performance_Requirements|Click for "IOPS"]]<br>
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-
|-
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The formula used to estimate the maximum number of contacts stored in the database is as follows:
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| WFM<br>[[#Notes_on_WFM_VM_configuration|See notes]]
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| align="center" bgcolor="pink" | No<br>
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| 2<br>
+
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| 4 GB<br>
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-
|
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1x 40GB
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Optional 2nd vDisk - see notes<br>
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A × B × C × D = Total saved contacts in the database
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| 1<br>
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where:
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| align="center" bgcolor="white" | <br>
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| align="center" bgcolor="lawngreen" | Yes<br>
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-
| bgcolor="lawngreen" | &nbsp; Yes<br>
+
-
| align="center" bgcolor="lawngreen" | Yes<br>
+
-
| align="center" bgcolor="lawngreen" | Yes<br>
+
-
| align="center" bgcolor="lawngreen" | Yes<br>
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-
| align="center" bgcolor="lawngreen" | Yes<br>
+
-
| align="center" bgcolor="lawngreen" | Yes<br>
+
-
| align="center" bgcolor="pink" | No<br>
+
-
| align="center" bgcolor="lawngreen" | Yes<br>
+
-
| align="center" bgcolor="lawngreen" | Yes<br>
+
-
| align="center" bgcolor="lawngreen" | Yes<br>
+
-
| align="center" bgcolor="pink" | No<br>
+
-
|-
+
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| QM Base Server (CR/QM/AQM)<br>[[#Notes_on_QM.C2.A0Base_Server_VM_configuration|See notes]]
+
-
| align="center" bgcolor="pink" | No<br>
+
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| 2<br>
+
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| 4 GB<br>
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-
|
+
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1x 40GB
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1x 146 GB<br>
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A = Number of agents
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| 1<br>
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B = Average number of recorded contacts per day per agent
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| align="center" bgcolor="white" | <br>
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| align="center" bgcolor="lawngreen" | Yes<br>
+
-
| bgcolor="lawngreen" | &nbsp; Yes<br>
+
-
| align="center" bgcolor="lawngreen" | Yes<br>
+
-
| align="center" bgcolor="lawngreen" | Yes<br>
+
-
| align="center" bgcolor="lawngreen" | Yes<br>
+
-
| align="center" bgcolor="lawngreen" | Yes<br>
+
-
| align="center" bgcolor="lawngreen" | Yes<br>
+
-
| align="center" bgcolor="pink" | No<br>
+
-
| align="center" bgcolor="lawngreen" | Yes<br>
+
-
| align="center" bgcolor="lawngreen" | Yes<br>
+
-
| align="center" bgcolor="lawngreen" | Yes<br>
+
-
| align="center" bgcolor="pink" | No<br>
+
-
|-
+
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| QM Recording Server (CR/QM/AQM)&nbsp; <br>[[#Notes_on_QM.C2.A0Recording_Server_VM_configuration|See notes]]
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-
| align="center" bgcolor="pink" | No<br>
+
-
| 4<br>
+
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| 4 GB<br>
+
-
|
+
-
1x 40GB
+
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1x 146 GB<br>
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C = Number of days per month the contact center handles calls
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| 1<br>
+
D = Configured retention time in months
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| align="center" bgcolor="white" | <br>
+
-
| align="center" bgcolor="lawngreen" | Yes<br>
+
-
| bgcolor="lawngreen" | &nbsp; Yes<br>
+
-
| align="center" bgcolor="lawngreen" | Yes<br>
+
-
| align="center" bgcolor="lawngreen" | Yes<br>
+
-
| align="center" bgcolor="lawngreen" | Yes<br>
+
-
| align="center" bgcolor="lawngreen" | Yes<br>
+
-
| align="center" bgcolor="lawngreen" | Yes<br>
+
-
| align="center" bgcolor="pink" | No<br>
+
-
| align="center" bgcolor="lawngreen" | Yes<br>
+
-
| align="center" bgcolor="lawngreen" | Yes<br>
+
-
| align="center" bgcolor="lawngreen" | Yes<br>
+
-
| align="center" bgcolor="pink" | No<br>
+
-
|}
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-
<br>
+
'''Example'''
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== Version 8.5(2) ==
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300 agents × 25 avg contacts/day × 22 days/month × 12 retention months = 2.1 million recorded calls (contacts in database)  
-
[[Legend for Cisco Collaboration Virtualization Support|Click here for a Legend]]
+
<br>
-
{| class="wikitable FCK__ShowTableBorders" style="width: 1200px; height: 476px;"
+
{| cellspacing="1" cellpadding="2" width="100%" align="center" border="1"
|-
|-
-
! width="100" style="background: rgb(229, 228, 226);" rowspan="3" | <center>'''[[Legend for Cisco Collaboration Virtualization Support|Component &amp; Capacity Point]]'''</center>
+
! scope="col" | Specifications
-
! width="50" style="background: rgb(229, 228, 226);" rowspan="3" | <center>'''[[Legend for Cisco Collaboration Virtualization Support|Preloaded with]] [[Cisco Business Edition 6000|Business Edition]]?'''</center>
+
! scope="col" | 2vCPU All in One System
-
! style="background: rgb(229, 228, 226);" colspan="4" | <center>'''[[Legend for Cisco Collaboration Virtualization Support|VM Configuration Requirements]]'''<br>[http://www.cisco.com/cisco/software/release.html?mdfid=270569179&flowid=5217&softwareid=283733053&release=2.1&rellifecycle=&relind=AVAILABLE&reltype=all '''click to download OVA file for this version''']</center>
+
! scope="col" | 4vCPU All in One System
-
! style="background: rgb(229, 228, 226);" colspan="9" | <center>[[UC Virtualization Supported Hardware|Supported Hardware (Latest)]]</center>
+
! scope="col" | 6vCPU All in One System
-
! style="background: rgb(229, 228, 226);" colspan="4" | <center>[[UC Virtualization Supported Hardware|Supported Hardware (Older)]]</center>
+
! scope="col" | 8vCPU All in One System
-
|- style="background: rgb(229, 228, 226);"
+
! scope="col" | 8vCPU All in One + Expansion Server System
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! width="50" rowspan="2" | <center>'''[[Unified Communications Virtualization Sizing Guidelines|vCPU]]'''</center>
+
-
! width="50" rowspan="2" | <center>'''[[Unified Communications Virtualization Sizing Guidelines|vRAM]]'''</center>
+
-
! width="70" rowspan="2" | <center>'''[[Unified Communications Virtualization Sizing Guidelines|vDisk]]'''</center>
+
-
! width="50" rowspan="2" | <center>'''[[Unified Communications Virtualization Sizing Guidelines|vNIC]]'''</center>
+
-
! colspan="7" | <center>'''[[UC Virtualization Supported Hardware#UC_on_UCS_Tested_Reference_Configurations|UCS Tested Reference Configurations]]'''<br>S is same as BE6000 MD<br>S+ is same as BE6000 HD<br>M includes BE7000<br></center>
+
-
! colspan="2" | <center>'''[[UC Virtualization Supported Hardware#Processors_.2F_CPUs|UCS or 3rd-party Specs-based on Intel Xeon]]'''</center>
+
-
! colspan="2" | <center>'''[[UC Virtualization Supported Hardware#UC_on_UCS_Tested_Reference_Configurations|UCS Tested Reference Configurations]]'''</center>
+
-
! colspan="2" | <center>'''[[UC Virtualization Supported Hardware#Processors_.2F_CPUs|UCS or 3rd-party Specs-based on Intel Xeon]]'''<br></center>
+
-
|- style="background: rgb(229, 228, 226);"
+
-
| <center></center><br>
+
-
| <center>'''[[UC Virtualization Supported Hardware#Table_1_-_UC_on_UCS_TRCs|S]]'''</center>
+
-
| <center>'''[[UC Virtualization Supported Hardware#Table_1_-_UC_on_UCS_TRCs|S+]]'''</center>
+
-
| <center>'''[[UC Virtualization Supported Hardware#Table_1_-_UC_on_UCS_TRCs|M]]'''</center>
+
-
| <center>'''[[UC Virtualization Supported Hardware#Table_1_-_UC_on_UCS_TRCs|L]]'''</center>
+
-
| <center>'''[[UC Virtualization Supported Hardware#Table_1_-_UC_on_UCS_TRCs|XL]]'''</center>
+
-
| <center>'''[[UC Virtualization Supported Hardware#Table_1_-_UC_on_UCS_TRCs|2XL]]'''</center>
+
-
| <center>'''[[UC Virtualization Supported Hardware#Processors_.2F_CPUs|Full UC Perf. CPU]]'''</center>
+
-
| <center>'''[[UC Virtualization Supported Hardware#Processors_.2F_CPUs|Restricted UC Perf. CPU]]'''</center>
+
-
| <center>'''[[UC Virtualization Supported Hardware#Table_1_-_UC_on_UCS_TRCs|S]]'''</center>
+
-
| <center>'''[[UC Virtualization Supported Hardware#Table_1_-_UC_on_UCS_TRCs|M]]'''</center>
+
-
| <center>'''[[UC Virtualization Supported Hardware#Processors_.2F_CPUs|Full UC Perf. CPU]]'''</center>
+
-
| <center>'''[[UC Virtualization Supported Hardware#Processors_.2F_CPUs|Restricted UC Perf. CPU]]'''</center>
+
|-
|-
-
| bgcolor="white" colspan="22" |  
+
| No. of recording users
-
*'''[[Unified Communications Virtualization Sizing Guidelines|Co-residency support]]''' =&nbsp;Full
+
| 25
-
*'''[[Unified Communications VMware Requirements|Supported Versions of VMware vSphere ESXi]]''' = 4.0, 4.1, 5.0<br>
+
| 100
-
*[[#IOPS_and_Storage_System_Performance_Requirements|Click for "IOPS"]]<br>
+
| 300
-
 
+
| 400
 +
| 600
|-
|-
-
| WFM<br>[[#Notes_on_WFM_VM_configuration|See notes]]
+
| Avg no. recorded contacts per day/per user
-
| align="center" bgcolor="pink" | No<br>
+
| 40
-
| 2<br>
+
| 40
-
| 4 GB<br>
+
| 40
-
|  
+
| 40
-
1x 40GB
+
| 40
-
 
+
-
Optional 2nd vDisk - see notes<br>
+
-
 
+
-
| 1<br>
+
-
| align="center" bgcolor="white" | <br>
+
-
| align="center" bgcolor="lawngreen" | Yes<br>
+
-
| bgcolor="lawngreen" | &nbsp; Yes<br>
+
-
| align="center" bgcolor="lawngreen" | Yes<br>
+
-
| align="center" bgcolor="lawngreen" | Yes<br>
+
-
| align="center" bgcolor="lawngreen" | Yes<br>
+
-
| align="center" bgcolor="lawngreen" | Yes<br>
+
-
| align="center" bgcolor="lawngreen" | Yes<br>
+
-
| align="center" bgcolor="pink" | No<br>
+
-
| align="center" bgcolor="lawngreen" | Yes<br>
+
-
| align="center" bgcolor="lawngreen" | Yes<br>
+
-
| align="center" bgcolor="lawngreen" | Yes<br>
+
-
| align="center" bgcolor="pink" | No<br>
+
|-
|-
-
| QM Base Server (CR/QM/AQM)<br>[[#Notes_on_QM.C2.A0Base_Server_VM_configuration|See notes]]
+
| No. of days per month taking calls
-
| align="center" bgcolor="pink" | No<br>
+
| 22
-
| 2<br>
+
| 22
-
| 4 GB<br>
+
| 22
-
|  
+
| 22
-
1x 40GB
+
| 22
-
 
+
-
1x 146 GB<br>
+
-
 
+
-
| 1<br>
+
-
| align="center" bgcolor="white" | <br>
+
-
| align="center" bgcolor="lawngreen" | Yes<br>
+
-
| bgcolor="lawngreen" | &nbsp; Yes<br>
+
-
| align="center" bgcolor="lawngreen" | Yes<br>
+
-
| align="center" bgcolor="lawngreen" | Yes<br>
+
-
| align="center" bgcolor="lawngreen" | Yes<br>
+
-
| align="center" bgcolor="lawngreen" | Yes<br>
+
-
| align="center" bgcolor="lawngreen" | Yes<br>
+
-
| align="center" bgcolor="pink" | No<br>
+
-
| align="center" bgcolor="lawngreen" | Yes<br>
+
-
| align="center" bgcolor="lawngreen" | Yes<br>
+
-
| align="center" bgcolor="lawngreen" | Yes<br>
+
-
| align="center" bgcolor="pink" | No<br>
+
|-
|-
-
| QM Recording Server (CR/QM/AQM)&nbsp; <br>[[#Notes_on_QM.C2.A0Recording_Server_VM_configuration|See notes]]
+
| Configured retention time (months)  
-
| align="center" bgcolor="pink" | No<br>
+
| 12
-
| 4<br>
+
| 12
-
| 4 GB<br>
+
| 12
-
|  
+
| 12
-
1x 40GB
+
| 12
-
 
+
-
1x 146 GB<br>
+
-
 
+
-
| 1<br>
+
-
| align="center" bgcolor="white" | <br>
+
-
| align="center" bgcolor="lawngreen" | Yes<br>
+
-
| bgcolor="lawngreen" | &nbsp; Yes<br>
+
-
| align="center" bgcolor="lawngreen" | Yes<br>
+
-
| align="center" bgcolor="lawngreen" | Yes<br>
+
-
| align="center" bgcolor="lawngreen" | Yes<br>
+
-
| align="center" bgcolor="lawngreen" | Yes<br>
+
-
| align="center" bgcolor="lawngreen" | Yes<br>
+
-
| align="center" bgcolor="pink" | No<br>
+
-
| align="center" bgcolor="lawngreen" | Yes<br>
+
-
| align="center" bgcolor="lawngreen" | Yes<br>
+
-
| align="center" bgcolor="lawngreen" | Yes<br>
+
-
| align="center" bgcolor="pink" | No<br>
+
-
|}
+
-
 
+
-
<br>
+
-
 
+
-
== Version 8.5(1)  ==
+
-
 
+
-
[[Legend for Cisco Collaboration Virtualization Support|Click here for a Legend]]
+
-
 
+
-
{| class="wikitable FCK__ShowTableBorders" style="width: 1200px; height: 476px;"
+
|-
|-
-
! width="100" style="background: rgb(229, 228, 226);" rowspan="3" | <center>'''[[Legend for Cisco Collaboration Virtualization Support|Component &amp; Capacity Point]]'''</center>
+
| Example calculation of total saved contacts in DB based on OVA
-
! width="50" style="background: rgb(229, 228, 226);" rowspan="3" | <center>'''[[Legend for Cisco Collaboration Virtualization Support|Preloaded with]] [[Cisco Business Edition 6000|BE 6000]]?'''</center>
+
| 264,000
-
! style="background: rgb(229, 228, 226);" colspan="4" | <center>'''[[Legend for Cisco Collaboration Virtualization Support|VM Configuration Requirements]]'''<br>[http://www.cisco.com/cisco/software/release.html?mdfid=270569179&flowid=5217&softwareid=283733053&release=1.0&rellifecycle=&relind=AVAILABLE&reltype=all '''click to download OVA file for this version''']</center>
+
| 1,056,000
-
! style="background: rgb(229, 228, 226);" colspan="9" | <center>[[UC Virtualization Supported Hardware|Supported Hardware (Latest)]]</center>
+
| 3,168,000
-
! style="background: rgb(229, 228, 226);" colspan="4" | <center>[[UC Virtualization Supported Hardware|Supported Hardware (Older)]]</center>
+
| 4,224,000
-
|- style="background: rgb(229, 228, 226);"
+
| 6,336,000
-
! width="50" rowspan="2" | <center>'''[[Unified Communications Virtualization Sizing Guidelines|vCPU]]'''</center>
+
-
! width="50" rowspan="2" | <center>'''[[Unified Communications Virtualization Sizing Guidelines|vRAM]]'''</center>
+
-
! width="70" rowspan="2" | <center>'''[[Unified Communications Virtualization Sizing Guidelines|vDisk]]'''</center>
+
-
! width="50" rowspan="2" | <center>'''[[Unified Communications Virtualization Sizing Guidelines|vNIC]]'''</center>
+
-
! colspan="7" | <center>'''[[UC Virtualization Supported Hardware#UC_on_UCS_Tested_Reference_Configurations|UCS Tested Reference Configurations]]'''<br>S is same as BE6000 MD<br>S+ is same as BE6000 HD<br>M includes BE7000<br></center>
+
-
! colspan="2" | <center>'''[[UC Virtualization Supported Hardware#Processors_.2F_CPUs|UCS or 3rd-party Specs-based on Intel Xeon]]'''</center>
+
-
! colspan="2" | <center>'''[[UC Virtualization Supported Hardware#UC_on_UCS_Tested_Reference_Configurations|UCS Tested Reference Configurations]]'''</center>
+
-
! colspan="2" | <center>'''[[UC Virtualization Supported Hardware#Processors_.2F_CPUs|UCS or 3rd-party Specs-based on Intel Xeon]]'''<br></center>
+
-
|- style="background: rgb(229, 228, 226);"
+
-
| <center></center><br>
+
-
| <center>'''[[UC Virtualization Supported Hardware#Table_1_-_UC_on_UCS_TRCs|S]]'''</center>
+
-
| <center>'''[[UC Virtualization Supported Hardware#Table_1_-_UC_on_UCS_TRCs|S+]]'''</center>
+
-
| <center>'''[[UC Virtualization Supported Hardware#Table_1_-_UC_on_UCS_TRCs|M]]'''</center>
+
-
| <center>'''[[UC Virtualization Supported Hardware#Table_1_-_UC_on_UCS_TRCs|L]]'''</center>
+
-
| <center>'''[[UC Virtualization Supported Hardware#Table_1_-_UC_on_UCS_TRCs|XL]]'''</center>
+
-
| <center>'''[[UC Virtualization Supported Hardware#Table_1_-_UC_on_UCS_TRCs|2XL]]'''</center>
+
-
| <center>'''[[UC Virtualization Supported Hardware#Processors_.2F_CPUs|Full UC Perf. CPU]]'''</center>
+
-
| <center>'''[[UC Virtualization Supported Hardware#Processors_.2F_CPUs|Restricted UC Perf. CPU]]'''</center>
+
-
| <center>'''[[UC Virtualization Supported Hardware#Table_1_-_UC_on_UCS_TRCs|S]]'''</center>
+
-
| <center>'''[[UC Virtualization Supported Hardware#Table_1_-_UC_on_UCS_TRCs|M]]'''</center>
+
-
| <center>'''[[UC Virtualization Supported Hardware#Processors_.2F_CPUs|Full UC Perf. CPU]]'''</center>
+
-
| <center>'''[[UC Virtualization Supported Hardware#Processors_.2F_CPUs|Restricted UC Perf. CPU]]'''</center>
+
|-
|-
-
| bgcolor="white" colspan="22" |
+
| Total saved contacts in DB
-
*'''[[Unified Communications Virtualization Sizing Guidelines|Co-residency support]]''' = UC with UC&nbsp;only
+
| &lt; 500,000
-
*'''[[Unified Communications VMware Requirements|Supported Versions of VMware vSphere ESXi]]''' = 4.0 only<br>
+
| 500,000–2 million
-
*[[#IOPS_and_Storage_System_Performance_Requirements|Click for "IOPS"]]<br>
+
| 2–3 million
-
 
+
| 4+ million
 +
| 6+ million
|-
|-
-
| WFM<br>[[#Notes_on_WFM_VM_configuration|See notes]]
+
| Minimum SQL edition
-
| align="center" bgcolor="pink" | No<br>
+
| SQL&nbsp;Express (up to 500K contacts) or SQL&nbsp;Standard Edition
-
| 2<br>
+
| SQL&nbsp;Standard Edition
-
| 2 GB<br>
+
| SQL&nbsp;Standard Edition
-
|  
+
| SQL&nbsp;Standard Edition
-
1x 146 GB
+
| SQL&nbsp;Standard Edition
-
 
+
|-
-
Optional 2nd vDisk 146 GB - see notes
+
| Requires offboard SQL&nbsp;Server
-
 
+
| No  
-
| 1<br>
+
| No  
-
| align="center" bgcolor="white" | <br>
+
| No  
-
| align="center" bgcolor="pink" | No<br>
+
| Yes
-
| align="center" bgcolor="pink" | &nbsp; No<br>
+
| Yes
-
| align="center" bgcolor="pink" | No<br>
+
-
| align="center" bgcolor="pink" | No<br>
+
-
| align="center" bgcolor="pink" | No<br>
+
-
| align="center" bgcolor="pink" | No<br>
+
-
| align="center" bgcolor="pink" | No<br>
+
-
| align="center" bgcolor="pink" | No<br>
+
-
| align="center" bgcolor="pink" | No<br>
+
-
| align="center" bgcolor="yellow" rowspan="3" |
+
-
<br> <br> <br>Only:
+
-
 
+
-
C210&nbsp;M2 TRC1,2<br>C210 M1 TRC1,2,3
+
-
 
+
-
| align="center" bgcolor="pink" | No<br>
+
-
| align="center" bgcolor="pink" | No<br>
+
|-
|-
-
| QM Base Server (CR/QM/AQM)<br>[[#Notes_on_QM.C2.A0Base_Server_VM_configuration|See notes]]
+
| Optional standalone SQL Server  
-
| align="center" bgcolor="pink" | No<br>
+
| Use 2vCPU QM All in One OVA
-
| 2<br>
+
| Use 4vCPU QM&nbsp;All in One OVA
-
| 2 GB<br>
+
| Use 6vCPU QM&nbsp;All in One OVA
-
| 2x 146 GB<br>
+
| Use 8vCPU&nbsp;All in One OVA
-
| 1<br>
+
| Use 8vCPU All in One OVA
-
| align="center" bgcolor="white" | <br>
+
-
| align="center" bgcolor="pink" | No<br>
+
-
| align="center" bgcolor="pink" | &nbsp; No<br>
+
-
| align="center" bgcolor="pink" | No<br>
+
-
| align="center" bgcolor="pink" | No<br>
+
-
| align="center" bgcolor="pink" | No<br>
+
-
| align="center" bgcolor="pink" | No<br>
+
-
| align="center" bgcolor="pink" | No<br>
+
-
| align="center" bgcolor="pink" | No<br>
+
-
| align="center" bgcolor="pink" | No<br>
+
-
| align="center" bgcolor="pink" | No<br>
+
-
| align="center" bgcolor="pink" | No<br>
+
|}
|}
-
<br>  
+
<br>'''Note''': You can use SQL Server Express if the overall number of WFO contacts in the database is less than 500,000, and the following SQL Server Express limitations are not exceeded:
-
== Notes on WFM VM configuration  ==
+
*Limited to the lesser of 1 socket or 4 cores
 +
*Maximum 1 GB RAM
 +
*Maximum database size 10 GB
-
Capacities for 8.5(2) and 9.x/10.0:<br>
+
== Daily Recording Storage  ==
-
*900 named users<br>
+
You need to determine your hard disk space requirements for the daily recording storage. Daily recording storage is where the Recording service stores recorded files temporarily until they are uploaded to permanent storage.
-
*300 concurrent users<br>
+
-
<br>
+
The formula used to determine hard disk daily storage requirements in GB for a single recording server configuration is as follows:
-
Capacities for 8.5(1):
+
Daily storage = C × D
-
*300 named users
+
Where
-
*150 concurrent users
+
-
<br>
+
C = number of GB (see table below)
-
Multiple vDisks are used as follows:<br>
+
D = number of recording users
-
*vDisk 1 (mandatory) = 40 GB Minimum Operating system, Cisco Unified Contact Center Express WFO WFM binaries, SQL Server, SQL Server Data files <br>
+
{| cellspacing="1" cellpadding="2" width="50%" border="1"
-
*vDisk 2 (optional) = can be used to hold SQL Server Data files <br>
+
|-
 +
! bgcolor="#33ccff" scope="col" | File Format
 +
! bgcolor="#33ccff" scope="col" | Voice Recording&nbsp;
 +
! bgcolor="#33ccff" scope="col" | Voice and Screen Recording
 +
|-
 +
| SPX
 +
| align="center" | 0.5 GB  
 +
| align="center" | 1.0 GB
 +
|-
 +
| 8-bit WAV
 +
| align="center" | 2.0 GB
 +
| align="center" | 2.5 GB
 +
|-
 +
| 16-bit WAV
 +
| align="center" | 6.0 GB
 +
| align="center" | 6.5 GB
 +
|}
-
<br>  
+
<br>
-
== Notes on QM&nbsp;Base Server VM configuration  ==
+
'''Example'''
-
Capacities for 10.0(1)<br>
+
The space required for 100 recording users recording voice only in SPX format is:
-
*1000 named Users for voice and screen recording
+
0.5 × 100 = 50 GB daily storage required
-
*250 maximum concurrent agent recordings through subscription service
+
-
*60 maximum number of concurrent agents (voice only) using Mediasense, Server Recording, Network Recording or Gateway Recording)<br>
+
-
<br>
+
== Permanent Recording Storage  ==
-
Capacities for 8.5(2) and 9.x:<br>
+
To calculate the storage a contact center needs, you must collect the following data:  
-
*3600 named users<br>
+
*Number of agents who will be recorded
-
*1200 concurrent users<br>
+
*Average length of calls that are recorded
 +
*Number of calls that are recorded per agent per day
 +
*Number of work days per agent per month
 +
*Number of months that recordings are kept
-
<br>
+
To estimate the amount of disk storage required for permanent recording storage, use the following formulas:
-
Capacities for 8.5(1):
+
{| cellspacing="1" cellpadding="3" width="100%" align="center" border="1"
 +
|-
 +
! bgcolor="#33ccff" scope="col" |
 +
Value
-
*300 named users
+
! bgcolor="#33ccff" scope="col" | Formula
-
*150 concurrent users
+
|-
 +
| Daily recorded minutes
 +
| (number of agents recorded) × (average call length) × average number of recorded calls per agent per day)
 +
|-
 +
| Total recorded minutes to store
 +
| (daily recorded minutes) × (days per month) × (months to store)
 +
|-
 +
| Voice recording storage required (SPX format)
 +
| 0.12 MB per recorded minute
 +
|-
 +
| Voice recording storage&nbsp;required&nbsp;(8-bit WAV&nbsp;format)
 +
| 0.48 MB per recorded minute
 +
|-
 +
| Voice recording storage&nbsp;required (16-bit WAV format)
 +
| 1.44 MB per recorded minute
 +
|-
 +
|
 +
Screen recording storage&nbsp;required
-
<br>
+
'''Note''': The storage requirements for screen recording depend on three factors:
-
Multiple vDisks are used as follows:<br>
+
#Screen activity
 +
#Monitor resolution
 +
#Number of monitors being recorded
-
*vDisk 1 = 40 GB Minimum Operating system, Cisco Unified Contact Center Express WFO QM binaries, SQL Server, SQL Server Data files <br>
+
The value shown here is based on low to moderate screen activity, 768 × 1024 resolution, and a single monitor. This rate can increase by 200–400% when recording dynamic, graphical, or media-intensive applications.
-
*vDisk 2 = 146 GB Cisco Unified Contact Center Express WFO QM recordings (size may vary depending upon usage), SQL Server, SQL Server Data Files (Recommended)<br><br>
+
-
In versions 8.x/9.x, Network Recording required a separate Network Record Server. In 10.0(1) Network Recording can be done in a Single Server Solution. Please NOTE network recording capacities for a single server solution in the above.<br>
+
| 1.20 MB per recorded minute
 +
|}
-
== Notes on QM&nbsp;Recording Server VM configuration ==
+
== QM&nbsp;OVA Design Examples ==
-
Capacities:<br>
+
The following are examples of scaling when recording capacities are reached.
-
*300 concurrent voice recordings for Server (SPAN) and Network recording <br>
+
'''Note''': For any of the three QM&nbsp;All in One OVA solutions, you can add a separate Recording server OVA in order to increase capacity.
-
*150 concurrent voice and screen recordings for Server (SPAN) and Network recording
+
-
<br> {{note | '''Virtualizing''' the Monitor server for Server (SPAN) recording is '''not supported'''. }}  
+
{| cellspacing="1" cellpadding="3" width="50%" border="1"
 +
|+ Example 1: 2vCPU All in One OVA with additional Recording server
 +
|-
 +
! bgcolor="#33ccff" scope="col" | OVA&nbsp;Description
 +
! bgcolor="#33ccff" scope="col" | Concurrent Users for Network Recording
 +
|-
 +
| 2vCPU QM&nbsp;All in One OVA (includes SQL&nbsp;Server)
 +
| align="center" | 25
 +
|-
 +
| 2vCPU Expansion Recording server OVA
 +
| align="center" | 150
 +
|-
 +
| '''Total'''  
 +
| align="center" | '''175'''
 +
|}
-
<br>
+
&nbsp;
-
Multiple vDisks are used as follows:<br>
+
{| cellspacing="1" cellpadding="3" width="50%" border="1"
 +
|+ Example 2: 4vCPU All in One OVA with additional Recording server
 +
|-
 +
! bgcolor="#33ccff" scope="col" | OVA Description
 +
! bgcolor="#33ccff" scope="col" | Concurrent Users for Network Recording
 +
|-
 +
| 4vCPU QM&nbsp;All in One OVA (includes SQL&nbsp;Server)
 +
| align="center" | 100
 +
|-
 +
| 4vCPU Expansion Recording server OVA
 +
| align="center" | 300
 +
|-
 +
| '''Total'''
 +
| align="center" | '''400'''
 +
|}
-
*vDisk 1 = 40 GB Minimum Operating system, Cisco Unified Contact Center Express WFO QM recording service binaries<br>
+
&nbsp;
-
*vDisk 2 = 146 GB Cisco Unified Contact Center Express WFO QM recording cache <br>
+
-
<br>
+
{| cellspacing="1" cellpadding="3" width="50%" border="1"
 +
|+ Example 3: QM + Recordring Server OVA + Standalone SQL Server
 +
|-
 +
! bgcolor="#33ccff" scope="col" | OVA Description
 +
! bgcolor="#33ccff" scope="col" | Concurrent Users for Network Recording
 +
|-
 +
| 4vCPU QM&nbsp;All in One OVA
 +
| align="center" | 100
 +
|-
 +
| 4vCPU Expansion Recording Server OVA
 +
| align="center" | 300
 +
|-
 +
| 4vCPU QM&nbsp;All in One OVA for Standalone SQL&nbsp;Server
 +
| align="center" | n/a
 +
|-
 +
| '''Total'''
 +
| align="center" | '''400'''
 +
|}
-
== IOPS and Storage System Performance Requirements  ==
+
&nbsp;
-
The following table lists the IOPS numbers for Cisco Unified Workforce Optimization 8.5(2).&nbsp;  
+
{| cellspacing="1" cellpadding="3" width="50%" border="1"
 +
|+ Example 4: Redundant CTI with Standalone SQL Server
 +
|-
 +
! bgcolor="#33ccff" scope="col" | OVA Description
 +
! bgcolor="#33ccff" scope="col" | Concurrent Users for Network Recording
 +
|-
 +
| 4vCPU QM&nbsp;All in One OVA
 +
| align="center" | 100
 +
|-
 +
| 4vCPU Expansion Recording Server OVA
 +
| align="center" | 300
 +
|-
 +
| 2vCPU QM&nbsp;All in One OVA&nbsp;for redundant CTI&nbsp;Server
 +
| align="center" | n/a
 +
|-
 +
| 4vCPU QM&nbsp;All in One OVA for Standalone SQL&nbsp;Server
 +
| align="center" | n/a
 +
|-
 +
| '''Total'''
 +
| align="center" | '''400'''
 +
|}
 +
 
 +
&nbsp;  
-
{| width="650" border="1" cellspacing="1" cellpadding="1"
+
{| cellspacing="1" cellpadding="3" width="50%" border="1"
 +
|+ Example 5: Redundant CTI and Recording Servers with Standalone SQL Server
|-
|-
-
| '''Workforce Optimization Component'''
+
! bgcolor="#33ccff" scope="col" | OVA Description
-
| '''IOPS (Read''')
+
! bgcolor="#33ccff" scope="col" | Concurrent Users for Network Recording
-
| '''IOPS (Write)'''
+
-
| '''Operating Conditions'''
+
|-
|-
-
| QM Base Server
+
| 6vCPU QM&nbsp;All in One OVA
-
| align="center" | 4
+
| align="center" | 300
-
| align="center" | 2
+
-
| Idle
+
|-
|-
-
| <br>
+
| 6vCPU Expansion Recording Server OVA
-
| align="center" | 4
+
| align="center" | 500
-
| align="center" | 12
+
-
| Recording 300 concurrent calls
+
|-
|-
-
| <br>
+
| 6vCPU Expansion Recording Server OVA for redundant Recording Server
-
| align="center" | 11
+
| align="center" | 500
-
| align="center" | 38
+
-
| During recording upload
+
|-
|-
-
| QM Recording Server or WFM<br>
+
| 2vPU QM&nbsp;All in One OVA for redundant CTI&nbsp;Server
-
| align="center" | 1
+
| align="center" | n/a
-
| align="center" | 2
+
-
| Idle
+
|-
|-
-
| <br>
+
| 4vCPU QM&nbsp;All in One OVA for Standalone SQL&nbsp;Server
-
| align="center" | 74
+
| align="center" | n/a
-
| align="center" | 187
+
-
| Recording 300 concurrent calls
+
|-
|-
-
| <br>
+
| '''Total'''
-
| align="center" | 102
+
| align="center" | '''800'''
-
| align="center" | 71
+
-
| During recording upload
+
|}
|}
-
 
-
 
-
 
-
*The minimum IOPS&nbsp;for WFM, QM VMs for release 9.x onward is 143.
 

Latest revision as of 17:20, 23 November 2016

Contents



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Cisco WFO Desktop Recording

Desktop recording is a recording method that involves installing a recording client application on a desktop PC that can capture packets from an IP phone daisy-chained to the PC. Desktop recording can be used in addition to any of the existing OVA designs that might use the Recording service for Server recording (SPAN), Network recording (Built in Bridge), MediaSense recording, or Gateway (CUBE) recording.

SQL Server Guidelines for Contact Metadata

The contact metadata for Quality Management is stored in a Microsoft SQL Server database server. To ensure satisfactory response rates from the SQL database, the resources listed in the following table must be available and configured for use by SQL Server on its hosting server.

Standalone SQL Server

Customer have the option to deploy a standalone SQL Server database server to improve response rates and allow for scalability. If customers choose to implement a standalone SQL Server, then use one of the QM All in One OVA templates:

  • 2vCPU
  • 4vCPU
  • 6vCPU
  • 8vCPU

Which template to use should be based on your contact metadata calculations (call volumes, retention periods, number of agents, and so on).

Increasing vRAM for SQL

Customers also have the option to add additional vRAM in increments of 2 GB for SQL Server in order to scale properly as the amount of contact metadata increases. This will ensure satisfactory response rates from the SQL Server database. Reference the table below for guidelines. This applies to co-resident SQL Server with QM All in One OVA deployments and standalone SQL Server deployments.

Estimating Number of Contacts Stored in the Database

The formula used to estimate the maximum number of contacts stored in the database is as follows:

A × B × C × D = Total saved contacts in the database

where:

A = Number of agents

B = Average number of recorded contacts per day per agent

C = Number of days per month the contact center handles calls

D = Configured retention time in months

Example

300 agents × 25 avg contacts/day × 22 days/month × 12 retention months = 2.1 million recorded calls (contacts in database)


Specifications 2vCPU All in One System 4vCPU All in One System 6vCPU All in One System 8vCPU All in One System 8vCPU All in One + Expansion Server System
No. of recording users 25 100 300 400 600
Avg no. recorded contacts per day/per user 40 40 40 40 40
No. of days per month taking calls 22 22 22 22 22
Configured retention time (months) 12 12 12 12 12
Example calculation of total saved contacts in DB based on OVA 264,000 1,056,000 3,168,000 4,224,000 6,336,000
Total saved contacts in DB < 500,000 500,000–2 million 2–3 million 4+ million 6+ million
Minimum SQL edition SQL Express (up to 500K contacts) or SQL Standard Edition SQL Standard Edition SQL Standard Edition SQL Standard Edition SQL Standard Edition
Requires offboard SQL Server No No No Yes Yes
Optional standalone SQL Server Use 2vCPU QM All in One OVA Use 4vCPU QM All in One OVA Use 6vCPU QM All in One OVA Use 8vCPU All in One OVA Use 8vCPU All in One OVA


Note: You can use SQL Server Express if the overall number of WFO contacts in the database is less than 500,000, and the following SQL Server Express limitations are not exceeded:

  • Limited to the lesser of 1 socket or 4 cores
  • Maximum 1 GB RAM
  • Maximum database size 10 GB

Daily Recording Storage

You need to determine your hard disk space requirements for the daily recording storage. Daily recording storage is where the Recording service stores recorded files temporarily until they are uploaded to permanent storage.

The formula used to determine hard disk daily storage requirements in GB for a single recording server configuration is as follows:

Daily storage = C × D

Where

C = number of GB (see table below)

D = number of recording users

File Format Voice Recording  Voice and Screen Recording
SPX 0.5 GB 1.0 GB
8-bit WAV 2.0 GB 2.5 GB
16-bit WAV 6.0 GB 6.5 GB


Example

The space required for 100 recording users recording voice only in SPX format is:

0.5 × 100 = 50 GB daily storage required

Permanent Recording Storage

To calculate the storage a contact center needs, you must collect the following data:

  • Number of agents who will be recorded
  • Average length of calls that are recorded
  • Number of calls that are recorded per agent per day
  • Number of work days per agent per month
  • Number of months that recordings are kept

To estimate the amount of disk storage required for permanent recording storage, use the following formulas:

Value

Formula
Daily recorded minutes (number of agents recorded) × (average call length) × average number of recorded calls per agent per day)
Total recorded minutes to store (daily recorded minutes) × (days per month) × (months to store)
Voice recording storage required (SPX format) 0.12 MB per recorded minute
Voice recording storage required (8-bit WAV format) 0.48 MB per recorded minute
Voice recording storage required (16-bit WAV format) 1.44 MB per recorded minute

Screen recording storage required

Note: The storage requirements for screen recording depend on three factors:

  1. Screen activity
  2. Monitor resolution
  3. Number of monitors being recorded

The value shown here is based on low to moderate screen activity, 768 × 1024 resolution, and a single monitor. This rate can increase by 200–400% when recording dynamic, graphical, or media-intensive applications.

1.20 MB per recorded minute

QM OVA Design Examples

The following are examples of scaling when recording capacities are reached.

Note: For any of the three QM All in One OVA solutions, you can add a separate Recording server OVA in order to increase capacity.

Example 1: 2vCPU All in One OVA with additional Recording server
OVA Description Concurrent Users for Network Recording
2vCPU QM All in One OVA (includes SQL Server) 25
2vCPU Expansion Recording server OVA 150
Total 175

 

Example 2: 4vCPU All in One OVA with additional Recording server
OVA Description Concurrent Users for Network Recording
4vCPU QM All in One OVA (includes SQL Server) 100
4vCPU Expansion Recording server OVA 300
Total 400

 

Example 3: QM + Recordring Server OVA + Standalone SQL Server
OVA Description Concurrent Users for Network Recording
4vCPU QM All in One OVA 100
4vCPU Expansion Recording Server OVA 300
4vCPU QM All in One OVA for Standalone SQL Server n/a
Total 400

 

Example 4: Redundant CTI with Standalone SQL Server
OVA Description Concurrent Users for Network Recording
4vCPU QM All in One OVA 100
4vCPU Expansion Recording Server OVA 300
2vCPU QM All in One OVA for redundant CTI Server n/a
4vCPU QM All in One OVA for Standalone SQL Server n/a
Total 400

 

Example 5: Redundant CTI and Recording Servers with Standalone SQL Server
OVA Description Concurrent Users for Network Recording
6vCPU QM All in One OVA 300
6vCPU Expansion Recording Server OVA 500
6vCPU Expansion Recording Server OVA for redundant Recording Server 500
2vPU QM All in One OVA for redundant CTI Server n/a
4vCPU QM All in One OVA for Standalone SQL Server n/a
Total 800

Rating: 2.8/5 (8 votes cast)

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