Cluster considerations for a call center environment

Last Updated : Feb 21, 2020 |
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Device Adapter Release 8.1.2 supports using 1140 and 2050 IP phones in a Call Center Elite environment. Customers can use these phones either as Unified Communications (UC) or Call Center (CC) phones in a call center. When a call center agent or supervisor logs in to the phone, the phone operates as a CC phone and provides the call center features. Otherwise, it operates as a UC phone. Customers can also use these phones exclusively as UC phones in their call center environment.
Determining the Device Adapter cluster capacity for a call center environment depends on the following factors:
  • Capacities of other elements in the Avaya Aura® network. For example, a single Communication Manager supports a maximum of 10,000 simultaneously logged in call center agents.
  • Call center considerations:
    • Call Center Elite supports a maximum of 10,000 simultaneously logged in SIP endpoints.
      For example, a call center has a total of 15,000 endpoints. Out of these 15,000 endpoints, call center agents have simultaneously logged in to 10,000 endpoints. The remaining 5,000 endpoints operate as UC endpoints. If another agent tries to log in, Call Center Elite rejects the log in attempt.
      A Device Adapter cluster that has more than 10,000 simultaneously logged in agents must have two or more Communication Managers and Call Center Elite servers.
    • If an endpoint is configured as a CC endpoint and when the endpoint registers with Avaya Aura®, Device Adapter considers it as a UC endpoint. Call center features are available on the endpoint only after the agent logs in to the endpoint. Because there is no mechanism to determine how many agents will log in at any given time, the capacity is determined by how many CC endpoints can register and log in simultaneously.
    • Call center message flows contain more messages, for both call control and notifications, than UC message flows. Therefore, there is more message traffic per user, per call in a call center environment.
    • Even though an Avaya Breeze® platform profile supports a given number of agents per node, the number of agents who actually log in is generally fewer. Hence, you can use the excess capacity that is available on the cluster for UC devices.
    • The requirements of different call centers differ. For example:
      • Some call centers record all calls, while others do not.
      • Some call centers have announcements every 30 seconds, while others may take several minutes.
      • The number of CC and UC users differ in different call centers.
You can use the following formula to determine the cluster capacity in a call center environment:
  • For Avaya Breeze® platform Profile 2:
    UC endpoints + CC endpoints <= 1000xN
  • For Avaya Breeze® platform Profile 4:
    UC endpoints + CC endpoints <= 5000xN
Where,
  • N = The number of nodes in an N+1 cluster.
  • UC endpoints = The number endpoints that will be used as UC endpoints.
  • CC endpoints = The number of endpoints that will be used as CC endpoints. After a call center agent logs in to the endpoint, call center capability is available on the endpoint and the endpoint functions as a CC endpoint. Till then, the endpoint functions as a UC endpoint.
Because every call center environment is different, no fixed capacity rules can be defined. Instead, this topic provides general guidelines and target limits for cluster considerations for a call center environment.
The following table contains information about the Avaya Device Adapter Snap-in cluster capacity for a call center environment:
Avaya Device Adapter Snap-in cluster configuration
Description
Number of Avaya Breeze® platform Nodes
Avaya Breeze® platform Profile
Capacity
1
Small 1+1 with High Availability
1+1 = 2
2
Any one of the following:
  • Up to 1000 UC endpoints.
  • Up to 1000 CC endpoints.
  • Up to 1000 UC + CC endpoints.
2
Small 2+1 with High Availability
2+1 = 3
Any one of the following:
  • Up to 2000 UC endpoints.
  • Up to 2000 CC endpoints.
  • Up to 2000 UC + CC endpoints.
3
Small 3+1 with High Availability
3+1 = 4
Any one of the following:
  • Up to 3000 UC endpoints.
  • Up to 3000 CC endpoints.
  • Up to 3000 UC + CC endpoints.
4
Small 4+1 with High Availability
4+1 = 5
Any one of the following:
  • Up to 4000 UC endpoints.
  • Up to 4000 CC endpoints.
  • Up to 4000 UC + CC endpoints.
5
Small 5+1 with High Availability
5+1 = 6
Any one of the following:
  • Up to 5000 UC endpoints.
  • Up to 5000 CC endpoints.
  • Up to 5000 UC + CC endpoints.
6
Large 1+1 with High Availability
1+1 = 2
4
Any one of the following:
  • Up to 5000 UC endpoints.
  • Up to 5000 CC endpoints.
  • Up to 5000 UC + CC endpoints.
7
Large 2+1 with High Availability
2+1 = 3
Any one of the following:
  • Up to 10000 UC endpoints.
  • Up to 10000 CC endpoints.
  • Up to 10000 UC + CC endpoints.
8
Large 3+1 with High Availability
3+1 = 4
Any one of the following:
  • Up to 15000 UC endpoints.
  • Up to 15000 CC endpoints.
  • Up to 15000 UC + CC endpoints.
9
Large 4+1 with High Availability
4+1 = 5
Any one of the following:
  • Up to 20000 UC endpoints.
  • Up to 20000 CC endpoints.
  • Up to 20000 UC + CC endpoints.
10
Large 5+1 with High Availability
5+1=6
Any one of the following:
  • Up to 25000 UC endpoints.
  • Up to 25000 CC endpoints.
  • Up to 25000 UC + CC endpoints.
Note:
  • The capacity shown in the preceding table is based on the assumption that the Avaya Device Adapter Snap-in is the only snap-in running on the Avaya Breeze® platform cluster.
  • Do not use Avaya Breeze® platform Profile 2 for a large call center environment. You can use Profile 2 for small call centers that can have a maximum of 400 simultaneously logged in agents at any point of time. Use Profile 4 for a call center that has more than 400 logged in agents.
  • The services and options provided by a call center has an impact on the cluster capacity.
    Device Adapter VMs perform the call handling for user display and media termination, and agent key-press operations. Device Adapter does not handle tasks on other servers in a Call Center Elite environment. Hence, other activities performed in a call center, such as time allocated to an agent for Timed After Call Work, and the maximum performance capacity of the call center application have an impact on the number of Device Adapter VMs that are required.