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

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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: 2.4/5 (7 votes cast)

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