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

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Contents

Versions 10.0, 10.5, and 11.0

Click here for a Legend

Component & Capacity Point
Preloaded with Business Edition?
VM Configuration Requirements
click to download OVA file for this version
Supported Hardware (Latest)
Supported Hardware (Older)
vCPU
vRAM
vDisk
vNIC
UCS Tested Reference Configurations
UCS or 3rd-party Specs-based on Intel Xeon
UCS Tested Reference Configurations
UCS or 3rd-party Specs-based on Intel Xeon
BE6000S XS TRC
BE6000M
S TRC
BE6000H S+ TRC
BE7000M M TRCs
BE7000H
L TRCs
Full UC Perf. CPUs
Restricted UC Perf. CPUs
BE6000M
S TRCs
M TRCs
XL TRCs
2XL TRC
Full UC Perf. CPUs
Restricted UC Perf. CPUs

WFM 2vCPU
See Notes

No 2 4 GB

1x60GB
1x50GB

1 No Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes No
WFM 4vCPU
See Notes
No 4 4 GB

1x60GB
1x100GB

1 No Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes No
WFM 8vCPU
See Notes
No 8 8 GB

1x60GB
1x100GB

1 No Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes No

QM Base Server
2vCPU
(CR/QM)

No 2 4 GB

See Notes

1 No Yes Yes

Yes

Yes Yes Yes Yes Yes Yes Yes Yes No
QM Base Server
4vCPU
(CR/QM)
No 4 4 GB See Notes 1 No Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes No
QM Base Server
6vCPU
(CR/QM)
No 6 6 GB See Notes 1 No Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes No
QM Base Server
8vCPU
(CR/QM)
No 8 GB See Notes 1 No Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes No
QM Record Server
2vCPU
(CR/QM)
No 2 4 GB See Notes 1 No Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes No



QM Record Server
4vCPU
(CR/QM)
No 4 4 GB See Notes 1 No Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes No
QM Record Server
6vCPU
(CR/QM)
No 6 6 GB

See Notes

1 No Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes No
QM Record Server
8vCPU
(CR/QM)
No 8 GB

See Notes

1 No Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes No

|


Version 9.0

Click here for a Legend

Component & Capacity Point
Preloaded with Business Edition?
VM Configuration Requirements
click to download OVA file for this version
Supported Hardware (Latest)
Supported Hardware (Older)
vCPU
vRAM
vDisk
vNIC
UCS Tested Reference Configurations
UCS or 3rd-party Specs-based on Intel Xeon
UCS Tested Reference Configurations
UCS or 3rd-party Specs-based on Intel Xeon
BE6000S XS TRC
BE6000M
S TRC
BE6000H S+ TRC
BE7000M M TRCs
BE7000H
L TRCs
Full UC Perf. CPUs
Restricted UC Perf. CPUs
BE6000M
S TRCs
M TRCs
XL TRCs
2XL TRC
Full UC Perf. CPUs
Restricted UC Perf. CPUs
WFM
See Notes
No 2 4 GB

1x40GB

Optional 2nd vDisk

1 No Yes Yes Yes Yes Yes No Yes Yes Yes Yes Yes No
QM Base Server
(CR/QM/AQM)
See Notes
No 2 4 GB

1x40GB

1x146 GB

1 No Yes Yes Yes Yes Yes No Yes Yes Yes Yes Yes No
QM Recording Server
(CR/QM/AQM)
See Notes
No 4 4 GB

1x40GB

1x146 GB

1 No Yes Yes Yes Yes Yes No Yes Yes Yes Yes Yes No


Notes on WFM 10.0, 10.5, and 11.0 VM Configurations

2vCPU WFM Server (WFM & SQL) VM Configuration

100 maximum concurrent users

300 maximum configured users

Multiple vDisks are used as follows:

  • vDisk 1 = 60 GB minimum operating system, Cisco Unified Contact Center Express WFO WFM binaries
  • vDisk 2 = 50 GB minimum SQL Server, SQL Server data files (recommended)

2 GB memory dedicated to SQL Server

Optional iCalendar Service can be installed

Total storage: WFM/SQL Server = 110 GB minimum

4vCPU WFM Server (WFM & SQL) VM Configuration

200 maximum concurrent users

600 maximum configured users

Multiple vDisks are used as follows:

  • vDisk 1 = 60 GB minimum operating system, Cisco Unified Contact Center Express WFO WFM binaries
  • vDisk 2 = 100 GB minimum SQL Server, SQL Server data files (recommended)

2 GB memory dedicated to SQL Server

Optional iCalendar Service can be installed

Total storage: WFM/SQL Server = 160 GB minimum

8vCPU WFM Server (WFM & SQL) VM Configuration

400 maximum concurrent users

1200 maximum configured users

Multiple vDisks are used as follows:

  • vDisk 1 = 60 GB minimum operating system, Cisco Unified Contact Center Express WFO WFM binaries
  • vDisk 2 = 200 GB minimum SQL Server, SQL Server data files (recommended)

4 GB memory dedicated to SQL Server

Optional iCalendar Service can be installed

Total storage: WFM/SQL Server = 260 GB minimum

Notes on WFM 9.0 VM Configuration

Capacities for WFM 9.0:

  • 900 named users
  • 300 concurrent users

Multiple vDisks are used as follows:

  • vDisk 1 (mandatory) = 40 GB minimum operating system, Cisco Unified Contact Center Express WFO WFM binaries, SQL Server binaries (optional)
  • vDisk 2 (optional) = It is recommended to install SQL Server binaries and to be used to hold SQL Server data files (mdf, ldf, temp_db)



Notes on QM 10.0, 10.5, and 11.0 All in One VM Configurations

QM All in One (QM + Recording + SQL) OVAs

The QM All in One OVA provides a single server solution that includes the Recording service for voice recording sessions via Server Recording (SPAN), Network Recording Built In Bridge, MediaSesnse recording, and Gateway (CUBE) recording, including a SQL Server database instance.

2vCPU QM All in One OVA (Base + Record Server + SQL)

25—Maximum number of concurrent recording sessions (voice recording sessions for Server recording [SPAN], Network recording Built in Bridge, MediaSense recording, and Gateway [CUBE] recording)

Multiple vDisks are used as follows:

  • vDisk 1: 32 GB operation system partition (Windows OS)
  • vDisk 2: 40 GB application partition (Cisco WFO/SQL binaries); 5 GB for the SQL installation, excluding database files
  • vDisk 3: temporary storage partition (see Daily Recording Storage) + optional permanent storage (see Permanent Recording Storage)
  • vDisk 4: 100 GB database partition (SQL database files (MDF, LDF, temp_db); 30 GB for the database file, 70 GB for log file

Note: This OVA can be used as a separate standalone SQL Server if the customer chooses to have an off-board SQL instance separate from QM and Recording services. Use the SQL Recommendations table and Contact Metadata calculations to deploy the proper resourced OVA.

4vCPU QM All in One OVA (Base + Record Server + SQL)

100—Maximum number of concurrent recording sessions (voice recording sessions for Server recording [SPAN], Network recording Built in Bridge, MediaSense recording, and Gateway [CUBE] recording)

Multiple vDisks are used as follows:

  • vDisk 1: 32 GB operation system partition (Windows OS)
  • vDisk 2: 40 GB application partition (Cisco WFO/SQL binaries); 5 GB for the SQL installation, excluding database files
  • vDisk 3: temporary storage partition (see Daily Recording Storage) + optional permanent storage (see Permanent Recording Storage)
  • vDisk 4: 100 GB database partition (SQL database files (MDF, LDF, temp_db); 30 GB for the database file, 70 GB for log file

Note: This OVA can be used as a separate standalone SQL Server if the customer chooses to have an off-board SQL instance separate from QM and Recording services. Use the SQL Recommendations table and Contact Metadata calculations to deploy the proper resourced OVA.

6vCPU QM All in One OVA (Base + Record Server + SQL)

300—Maximum number of concurrent recording sessions (voice recording sessions for Server recording [SPAN], Network recording Built in Bridge, MediaSense recording, and Gateway [CUBE] recording)

Multiple vDisks are used as follows:

  • vDisk 1: 32 GB operation system partition (Windows OS)
  • vDisk 2: 40 GB application partition (Cisco WFO/SQL binaries); 5 GB for the SQL installation, excluding database files
  • vDisk 3: temporary storage partition (see Daily Recording Storage) + optional permanent storage (see Permanent Recording Storage)
  • vDisk 4: 100 GB database partition (SQL database files (MDF, LDF, temp_db); 30 GB for the database file, 70 GB for log file

Note: This OVA can be used as a separate standalone SQL Server if the customer chooses to have an off-board SQL instance separate from QM and Recording services. Use the SQL Recommendations table and Contact Metadata calculations to deploy the proper resourced OVA.

8vCPU QM All in One OVA (Base + Record Server + SQL)

400—Maximum number of concurrent recording sessions (voice recording sessions for Server recording [SPAN], Network recording Built in Bridge, MediaSense recording, and Gateway [CUBE] recording)

Multiple vDisks are used as follows:

  • vDisk 1: 32 GB operation system partition (Windows OS)
  • vDisk 2: 40 GB application partition (Cisco WFO/SQL binaries); 5 GB for the SQL installation, excluding database files
  • vDisk 3: temporary storage partition (see Daily Recording Storage) + optional permanent storage (see Permanent Recording Storage)
  • vDisk 4: 100 GB database partition (SQL database files (MDF, LDF, temp_db); 30 GB for the database file, 70 GB for log file

Note: This OVA can be used as a separate standalone SQL Server if the customer chooses to have an off-board SQL instance separate from QM and Recording services. Use the SQL Recommendations table and Contact Metadata calculations to deploy the proper resourced OVA.

QM Expansion Recording Server OVAs

Expansion recording servers can be added to an existing QM All in One OVA to increase recording capacity.

2vCPU Expansion Recording Server OVA

150—Maximum number of concurrent recording sessions (voice recording sessions for Server recording [SPAN], Network recording Built in Bridge, MediaSense recording, and Gateway [CUBE] recording

Multiple vDisks are used as follows:

4vCPU Expansion Recording Server OVA

300—Maximum number of concurrent recording sessions (voice recording sessions for Server recording [SPAN], Network recording Built in Bridge, MediaSense recording, and Gateway [CUBE] recording

Multiple vDisks are used as follows:

6vCPU Expansion Recording Server OVA

500—Maximum number of concurrent recording sessions (voice recording sessions for Server recording [SPAN], Network recording Built in Bridge, MediaSense recording, and Gateway [CUBE] recording

Multiple vDisks are used as follows:

8vCPU Expansion Recording Server OVA

600—Maximum number of concurrent recording sessions (voice recording sessions for Server recording [SPAN], Network recording Built in Bridge, MediaSense recording, and Gateway [CUBE] recording

Multiple vDisks are used as follows:

Notes on QM 9.0 OVAs

  • In QM 9.0, a separate standalone Recording server is required when using a VM OVA.
  • When designing QM systems for 9.0, use one QM Base server OVA and a minimum of one QM Record server OVA, depending on your concurrent call volumes (see below).
  • MediaSense and Gateway recording are not available in version 9.0.

QM Recording Server OVA Capacities

  • 300—Maximum number of concurrent recording sessions (voice recording sessions for Server recording (SPAN) or Network recording (Built in Bridge)
  • 150—Maximum number of concurrent recording sessions (voice recording sessions for Server recording (SPAN) or Network recording (Built in Bridge)

Multiple vDisks are used as follows:

  • vDisk 1: 40 GB minimum operating system, Cisco Unified Contact Center Express WFO QM binaries, SQL Server, and SQL Server data files
  • vDisk 2: 146 GB Cisco Unified Contact Center Express WFO QM recordings (see Daily Recording Storage + Permanent Recording Storage), SQL Server, and SQL Server data files (recommended)

QM Base Server + Recording VM Configurations

1000 named users for voice and screen recording

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

Multiple vDisks are used as follows:

  • vDisk 1 = 40 GB minimum operating system, Cisco Unified Contact Center Express WFO QM binaries, SQL Server, and SQL Server data files
  • vDisk 2 = 146 GB Cisco Unified Contact Center Express WFO QM recordings (size may vary depending on usage), SQL Server, and SQL Server data files (recommended)

Note: In version 9.0, Network Recording requires a separate Network Record Server. In 10.0 and later, Network Recording can be installed in a singe server solution. Note the network recording capacities for a single server solution above.

QM Recording Server VM Configurations

Capacities:

  • 300 concurrent voice recordings for Server (SPAN) and Network Recording
  • 150 concurrent voice and screen recordings for Server (SPAN) and Network Recording

Multiple vDisks are used as follows:

  • vDisk 1 = 40 GB minimum operating system, Cisco Unified Contact Center Express WFO QM Recording service binaries
  • vDisk 2 = 146 GB Cisco Unified Contact Center Express WFO QM recording storage



IOPS and Storage System Performance Requirements

The minimum IOPS for WFM and QM 9.0 and later is 143.

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

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