Virtualization for Cisco Unified Contact Center Enterprise Release 10
Updates to This Page
The following table captures the date(s) and reason(s) for any significant change(s) to this page:
|December 17, 2013||Release 10.0(1)|
Information for Partners About Unified CCE on UCS Deployment Certification and Ordering
It is important that partners who are planning to sell UCS products on Unified Contact Center Enterprise read the following Doc Wiki page: UCCE on UCS Deployment Certification Requirements and Ordering Information.
This page contains essential information for partners about the following:
- Partner Certification Requirements
- UCS Server Ordering Information
- Important Notes on Cisco UCS Service and Support
Unified Contact Center Enterprise Support for Virtualization on the VMware vSphere Platform
Virtualization is supported for the following Unified Contact Center deployments.
|Unified Contact Center Enterprise||450 Agents Progger (upgrade only)|
4000 Agents Rogger
8000 Agents Router/Logger
12000 Agents Router/Logger
|Unified ICM Enterprise||4000 Agents Rogger |
28800 Agents Router/Logger1
|Unified Contact Center/ICM Hosted||NAM Rogger3 |
1Maximum Agents scales with call rate. Please refer to the section about new deployments and technology refresh in the Unified Contact Center Enterprise Design Guide for further information.
2Maximum call rate of 300 CPS.
3Maximum call rate of 58 CPS.
4Single instance ONLY. Multi-instance CICMs are not supported in virtualized deployments.
The following deployments and Unified CCE components have not been qualified and are not supported in virtualization:
- Span-based Silent Monitoring on UCS B-series chassis. For support on UCS C-series, please consult the VMware Community/Knowledge Base regarding the use of promiscuous mode to receive the monitored traffic from Span port; also consult the CTI OS System Manager Guide for Cisco Unified ICM/Contact Center Enterprise and Hosted.
- Cisco Unified CRM Connector.
- IPsec. UCS does not support IPsec off-board processing; therefore, IPsec is not supported in virtualization.
Virtual Servers Deployment Model
Release 10.0(1) supports only virtual deployments.
Hardware Requirements for Unified CCE Virtualized Systems
Supported hardware platforms for Cisco Unified Contact Center Enterprise solutions are located on the Unified Communications Virtualization Supported Applications page. Hardware specifications for those supported platforms are provided on the UC Virtualization Supported Hardware page.
VMware and Application Software Requirements
For information about supported VMware ESXi versions for Unified Contact Center Enterprise releases, see the VMware vSphere ESXi Version Support for Contact Center Applications table in Unified Communications VMware Requirements.
The following additional software requirements apply specifically to Unified Contact Center Enterprise:
- If you are upgrading ESXi software, see Upgrade ESXi and the Cisco Unified Contact Center Enterprise Installation and Upgrade Guide.
- For more information about Microsoft Windows Server, Microsoft SQL Server, and other third-party software requirements for virtualized Unified CCE applications, see the Compatibility Matrix for UCCE.The Windows, SQL, and other third-party software requirements for the Unified CCE applications in the ESXi/UCS platform are the same as in the physical server.
ESXi 5.0 and 5.1 Software Requirements
When Cisco Unified CCE is running on ESXi 5.0 and 5.1, you must install or upgrade VMware Tools for ESXi to match the running version on each of the VMs and use all of the VMware Tools default settings. You must do this every time the ESXi version is upgraded. For more information, see Installing VMware Tools.
Disabling the LRO in ESXi 5.0 (and later) is no longer a requirement.
Unified CCE Component Capacities and VM Configuration Requirements
For supported Unified CCE component capacities and VM computing resource requirements, see the List of Unified CCE OVA Templates.
|Note:||You must use the Cisco-provided OVA VM templates to create the Unified CCE component VMs.|
Note that the implementation of specific features reduces the scalability of certain components below the capacity (of the respective OVA) that is stated in Unified Communications Virtualization Downloads (including OVA/OVF Templates). For more details, see the Unified Contact Center Enterprise Design Guide.
UCS Network Configuration
For instructions on performing the network configuration needed to deploy Cisco Unified Contact Center Enterprise (UCCE) on UCS servers, see UCS Network Configuration for UCCE.
QoS must be enabled for the Private network connections (between Side A and B) in Unified CCE Setup. For more details, refer to the appropriate section in the Cisco Unified Contact Center Enterprise Design Guide.
Storage System Design for Virtualized Unified CCE Applications
Unified CCE follows the general UC storage system design requirements. For general guidance on SAN storage, refer to UC Virtualization Storage System Design Requirements. This page also includes Unified CCE application IOPS requirements.
For information about TRC versus specs-based support for storage systems, refer to UC Virtualization Supported Hardware.
Steps for Installing/Migrating Unified CCE Components on Virtual Machines
Follow the steps and references below to install the Unified CCE components on virtual machines. See the appropriate Cisco Unified Contact Center Enterprise Installation and Upgrade Guide.
- Acquire the supported servers for Unified CCE Release 10.0(1) or later. Cisco UCS servers are specified in the UC Virtualization Supported Hardware section.
- Install, set up, and configure the servers. See Cisco Unified Communications Manager on virtualized servers.
- Configure the network. See UCS Network Configuration.
- If you are using VMware Virtual Center for virtualization management, ensure that you first update vCenter to a release that supports the ESXi version you are deploying.
- Install and boot VMWare ESXi. See Cisco Unified Communications Manager on virtualized servers.
- Create the Unified CCE virtual machines from the OVA templates. See the reference at Creating Virtual Machines by Deploying the OVA Templates. This is a requirement for all components running Unified CCE.
- Install Windows OS and SQL Server (for Logger and HDS components) on the created virtual machines. Microsoft Windows Server 2008 R2 and Microsoft SQL Server 2008 R2 should be used for virtual machine guests.
- Install VMware Tools with the ESXi version on the virtual machines. Install the same version of VMware Tools as the ESXi software on the virtual machines.
- Install or migrate the Unified CCE Software components on the configured virtual machines, using Fresh Install or Tech Refresh Upgrade, as described in Installing Unified CCE components on virtual machinesand Migrating Unified CCE components.
Unified CCE Component VM Co-residency and Sample Deployments
You can have one or more Unified CCE VMs co-resident on the same ESXi server. For more information, see Unified Communications Virtualization Sizing Guidelines.
For any single Direct Attached Storage (DAS) array, you cannot have two or more of the following on any single array: Logger, Rogger, HDS, or CVP Reporting Server.
For more information about sample Unified CCE deployments, refer to the Collaboration Virtual Machine Placement Tool. This tool is currently in beta and does not enforce co-residency. As mentioned above, refer to the Unified CCE Component Coresidency and Sample Deployments page for more information.
Cisco Unified CCE-Specific Information for OVA Templates
This web page has links to the OVA Template Details page for each release: Unified Communications Virtualization Downloads (including OVA/OVF Templates).
You can download the OVAs for each release on this web page: Cisco Unified Contact Center Enterprise OVA Templates.
Creating Virtual Machines by Deploying the OVA Templates
In the vSphere client, perform the following steps to deploy the virtual machines:
- Highlight the host or cluster to which you want the VM to be deployed.
- Select File > Deploy OVF Template.
- Click Deploy from File and specify the name and location of the file you downloaded in the previous section OR click Deploy from URL and specify the complete URL in the field, then click Next.
- Verify the details of the template, and click Next.
- Give the VM you are about to create a name, and choose an inventory location on your host, then click Next.
- Choose the datastore on which you would like the VM to reside. Be sure that there is sufficient free space to accommodate the new VM, then click Next.
- Choose a virtual network for the VM, then click Next.
- Verify the deployment settings, then click Finish.
- VM CPU affinity is not supported. You may not set CPU affinity for Unified CCE application VMs on vSphere.
- VM Resource Reservation is set appropriately when the VM is deployed from the OVA for CCE 10.0.
- You must not change the computing resource configuration of your VM at any time, unless explicitly directed to do so when performing a common-ground virtual upgrade. Computing resource reservation requirements can change from one Unified CCE version to another, and manual adjustments will be necessary during the upgrade process.
- ESXi Server hyperthreading is enabled by default.
- VM vDisks must be deployed as either Thick Eager-Zeroed or Thick Lazy-Zeroed; thin provisioning of Unified CCE VM vDisks is not supported. Use Eager-Zeroed for best performance of application VMs on initial writes. For more information, see UC Virtualization Supported Hardware.
Preparing for Windows Installation
In the vSphere client, perform the following steps to prepare for operating system installation.
- Right-click on the virtual machine you want to edit, and select Edit Settings. A Virtual Machine Properties dialog appears.
- On the Hardware tab, select CD/DVD Drive 1. Under Device Type, select Datastore ISO File, and enter the location of the operating system ISO.
- Click OK to save setting changes.
- Power up your VM and continue with operating system installation.
Remote Control of the Virtual Machines
For administrative tasks, you can use either Windows Remote Desktop or the VMware Infrastructure Client for remote control. The contact center supervisor can access the ClientAW VM using Windows Remote Desktop.
You can also use the Cisco Integrated Management Controller (CIMC) to manage and monitor C-Series Rack servers and the Cisco Unified Computing System (UCS) Manager to manage resources for virtual machines. For more information, see Set up CIMC for UCS C-Series Server and Cisco UCS Manager.
Installing VMware Tools
The VMware Tools must be installed on each of the VMs and all of the VMware Tools default settings must be used. Please refer to VMware documentation for instructions on installing or upgrading VMware Tools on the VM with the Windows operating system.
Timekeeping Best Practices for Windows
Follow the instructions provided in the VMware Knowledge Base article VMware KB: Timekeeping best practices for Windows.
- ESXi hosts and domain controllers must synchronize the time from the same NTP source.
- When Unified CCE virtual machines join the domain, they synchronize the time with the domain controller automatically using w32time.
- Be sure that Time synchronization between the virtual machine and the host operating system in the VMware Tools tool box GUI of the Windows Server 2008 R2 guest operating system remains deselected; this check box is deselected by default.
System Performance Monitoring Using ESXi Counters
- Make sure that you follow VMware's ESXi requirements and the SAN vendor's instructions for optimal system performance.
- VMware provides a set of system monitoring tools for the ESXi platform and the VMs. These tools are accessible through the VMware Infrastructure Client or through VirtualCenter.
- You can use Windows Performance Monitor to monitor the performance of the VMs. Be aware that the CPU counters may not reflect the physical CPU usage since the Windows Operating System has no direct access to the physical CPU.
- You can use Unified CCE Serviceability Tools and Unified CCE reports to monitor the operation and performance of the Unified CCE system.
- The ESXi Server and the virtual machines must operate within the limit of the following ESXi performance counters.
Use the following ESXi counters as performance indicators.
|Category||Object||Measurement||Units||Description||Performance Indication and Threshold|
||CPU Usage (Average)||Percent|| CPU Usage Average in percentage for:
||Less than 60%.|
||CPU Usage 0 - 7 (Average)||Percent|| CPU Usage Average for:
||Less than 60%|
|CPU||VM||CPU Ready||mSec||The time a virtual machine or other process waits in the queue in a ready-to-run state before it can be scheduled on a CPU.||The raw counter value cannot be used by itself but rather should be converted to a percentage (i.e., the percentage of time spent waiting for a CPU to become ready) using the following formula (assume sample interval is 20 seconds and the CPU Ready counter value is 400ms):|
Divisor = (Sample Interval (in milliseconds) / 100)
Example: (20s * 1000ms) / 100 = 20,000 / 100 =200
Single vCPU: Percentage = Value / Divisor
Example: 400 / 200 = 2.0%
Entire VM: Percentage = Value / Divisor * (#vCPU allocated to VM))
Example: 400 / (200 * 4) = 0.5%
The threshold for a single vCPU is 10%.
The threshold for a VM is 2.5%.
||Memory Usage (Average)||Percent||Memory Usage = Active/ Granted * 100||Less than 80%|
||Memory Active (Average)||KB||Memory that is actively used or being referenced by the guest OS and its applications. When it exceeds the amount of memory on the host, the server starts a memory swap.||Less than 80% of the Granted memory|
||Memory Balloon (Average)||KB||ESXi uses balloon driver to recover memory from less memory-intensive VMs so it can be used by those with larger active sets of memory.||Since the memory is not overcommitted, this should be 0 or very low. Note: ESXi performs memory ballooning before memory swap.|
||Memory Swap used (Average)||KB||ESXi Server swap usage. Use the disk for RAM swap||Since the memory is not overcommitted, this should be 0 or very low.|
||Disk Usage (Average)||KBps||Disk Usage = Disk Read rate + Disk Write rate||Ensure that the SAN is configured to handle this amount of disk I/O.|
||Disk Usage Read rate||KBps||Rate of reading data from the disk||Ensure that the SAN is configured to handle this amount of disk I/O.|
||Disk Usage Write rate||KBps||Rate of writing data to the disk||Ensure that the SAN is configured to handle this amount of disk I/O.|
||Disk Commands Issued||Number||Number of disk commands issued on this disk in the period.||Ensure that the SAN is configured to handle this amount of disk I/O.|
||Disk Command Aborts||Number|| Number of disk commands aborted on this disk in the period. Disk command aborts when the disk array is taking too long to respond to the command. (Command timeout)
This counter should be zero. A non-zero value indicates a storage performance issue.
||Disk Command Latency||mSec||The average amount of time taken for a command from the perspective of a Guest OS. Disk Command Latency = Kernel Command Latency + Physical Device Command Latency.||A latency of 24ms or greater is indicative of a possibly overutilized, misbehaving, or misconfigured disk array.|
||Kernel Disk Command Latency||mSec||The average time spent in ESXi Server VMKernel per command.||Kernel Command Latency must be very small in comparison to the Physical Device Command Latency, and it must be close to zero. Kernel Command Latency can be high, or even higher than the Physical Device Command Latency if there is a lot of queuing in the ESXi kernel.|
||Network Usage (Average)||KBps||Network Usage = Data receive rate + Data transmit rate||Less than 30% of the available network bandwidth; for example, less than 300Mps for a 1G network.|
||Network Data Receive Rate||KBps||Less than 30% of the available network bandwidth; for example, less than 300Mps for a 1G network.|
||Network Data Transmit Rate||KBps||The average rate at which data is transmitted on this Ethernet port||Less than 30% of the available network bandwidth; for example, less than 300Mps for a 1G network.|
System Performance Monitoring Using Windows Perfmon Counters
You must comply with the requirements described in the System Performance Monitoring section of the Unified Contact Center Enterprise Design Guide and in the Performance Counters section in the Release 10.0(1) Serviceability Best Practices Guide for Unified ICM/Contact Center Enterprise.
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