Performance and capacity constraints and requirements for both UC and CC environment

Last Updated : Nov 29, 2019 |
The following table summarizes the capacity constraints of Device Adapter for both UC and CC environments:
Capacity
Maximum supported number
Notes
Maximum number of Avaya Breeze® platform nodes in an Avaya Aura® solution managed by a single System Manager.
50
Avaya recommends that all System Managers be implemented as a pair, with High Availability. This allows System Manager to handle network events more gracefully.
Maximum number of Avaya Breeze® platform nodes in a cluster.
6 (with 5+1)
Supported options include a single node per cluster or N+1 clusters, with N nodes for call handling and 1 for redundancy. N can be 1 to 5.
Maximum number of Device Adapter endpoints in an Avaya Aura® solution managed by a single System Manager.
200,000
Device Adapter endpoints can be any combination of UNIStim, digital, and analog endpoints.
Maximum number of Device Adapter endpoints in a single Avaya Breeze® platform Profile 2 node.
1000
Maximum number of Device Adapter endpoints in a single Avaya Breeze® platform Profile 4 node.
5,000
Maximum number of Device Adapter endpoints in a cluster.
  • Avaya Breeze® platform Profile 2 node: 5,000
  • Avaya Breeze® platform Profile 4 node: 25,000
Maximum number of digital and analog endpoints per Media Gateway and MGC.
160
Maximum number of digital and analog endpoints per Media Gateway is based on a 10 card (NTAK11 or NTC310AAE6) chassis. Other models have a different capacity. For more information about different platforms, see Supported TDM hardware.
Maximum number of digital and analog endpoints per IPE shelf and MG-XPEC.
256 (2x128)
The IPE shelf is handled by the MG-XPEC as two separate 8–slot MGCs. However, the MG-XPEC itself is a single card.
Maximum number of MGCs per Avaya Breeze® platform node profile 2.
6
This number is based on fully occupied 10–slot media gateway cabinets.
Maximum number of MGCs per Avaya Breeze® platform node profile 4.
31
Maximum number of MG-XPECs and IPE shelves per Avaya Breeze® platform node profile 2.
3
If all IPE shelves are fully populated, then only 3 shelves (profile 2) or 19 shelves (profile 4) can be used. Any additional shelves that are fully populated exceed the maximum number of endpoints for the Device Adapter node.
Maximum number of MG-XPECs and IPE shelves per Avaya Breeze® platform node profile 4.
19
Maximum number of DSPs per MG-XPEC card.
192
The maximum number of DSPs per MG-XPEC card is 256 (2*128).
The following constraints should also be considered:
  • A single Device Adapter cluster can only manage the endpoints of one CS 1000 system.
  • Multiple Device Adapter clusters can handle the endpoints of the same CS 1000 system.
  • A standard Avaya Breeze® platform OVA is deployed with a CPU speed of 2.2 Ghz. This must be changed to 2.4Ghz after the OVA is deployed.
Additional performance and capacity constraints and requirements for a CC environment
In addition to the preceding performance and capacity constraints, performance and Busy Hour Call Completion (BHCC) ratings in a call center also depends on the capacities and capabilities of the call center. For example, the number of announcements, Computer Telephony Integration (CTI) applications that are used, the type of announcement and conference server, and whether calls are recorded.
Furthermore, the time till which the call is in queue before it is routed to an agent affects the sustained rate.
Device Adapter capacity is utilized only during the time a user or an agent answers the call.
The following is a comparison of Device Adapter capacity utilization for a UC and a CC call:
  • The total call processing time required for a UC call is any of the following:
    • The duration till which the phone rings plus the duration for which the user answers the call before hanging up.
    • The duration till which the phone rings before the call is transferred to a voice mail plus the duration till which the caller leaves a voice message before hanging up.
  • The total call processing time required for a CC call is the following:
    • The duration till which the call is in the queue before it is transferred to the agent and the duration for which the agent answers the call before hanging up.
      In addition to the above, a call center might offer additional services before, during, and after the call. For example, allow the caller to leave a feedback after the call. These services are handled by Call Center Elite. Hence, Device Adapter capacity remains unutilized during this period.
Until the queue in a call center reaches a steady state, the additional time required per call queue rate means that fewer CC calls are handled per hour as compared to UC calls. After the queue time reaches a steady state, either because of overflowing the calls to another queue or less time required for call servicing, the CC call handling rate is approximately the same as the UC call handling rate.
But if the CC calls overflow because they were in the queue for too long, the overall average CC call handling rate remains below the UC call handling rate.
If the calls do not overflow to another queue in the call center and the caller abandons the call, the calls are cleared without being answered and the Busy Hour Call Completion rate considers these as failed calls.
For more information about performance and capacity constraints and requirements in a call center environment, see the Avaya Aura® Call Center Elite Overview and Specification guide.