Capacity and scalability specifications

Last Updated : Sep 24, 2025 |

Before installing CMS, review the server capacity requirements outlined in this section. You can also find general system capacity information for CMS.

CMS encrypts server/client connections, where the client is the CMS Supervisor PC or Web Client. When FIPS 140-2 encryption is enabled, it uses additional CPU and memory to support more complex ciphers. Therefore, the following CMS capacities are reduced by 10%:

  • Concurrent supervisor sessions

  • Reports for each supervisor session

  • Report elements

  • Average refresh rate (30 seconds), including a 10% reduction in the listed 3-second refresh rate capacities

Capacity requirements for new installations

Select the appropriate profile size for your deployment.

Parameter

Small

Medium

Large

Peak busy-hour call volume

30000

200000

400000

Concurrent CMS Supervisor sessions1

50

200

2999

Concurrent agents

500

5000

10000

Third-party software

3

3

3

Agent skill pairs

100000

200000

800000 2

Reports per CMS Supervisor session

3

5

10 3

Report elements 4

5

5

12

Percentage of supervisors that can run reports with a three-second refresh rate

10%

50%

100%

Active agent traces

250

1000

5000

Internal Call History (ICH) records - per 20 minutes

4000

4000

4000

External Call History (ECH) records - per 20 minutes

10000

60000

300000

  1. You can view the total number of active CMS Supervisor client sessions using this value.

  2. If your storage exceeds 800 GB, create additional disk volumes.

  3. You can access up to three real-time reports and the specified amount of historical data.

  4. To understand the different report elements, see Report elements.

System-wide capacities (specific to Avaya Aura® Call Center Elite)

CMS attribute

System wide capacity

Per ACD maximum capacity

Agent skill pair

800000

360000

Total VDNs

54000

30000

Total splits or skills

54000

8000

Total trunks

100000

30000

Total trunk groups

8000

2000

Total vectors

32000

8000

Total call work codes

4000

1999

Agent trace records (AAR)

5100000

5100000

Maximum values (specific to Avaya Aura® Call Center Elite)

Agent/skill pairs

300000

300000

400000

500000

800000

Interval length (minutes)

15

30

30

30

30

Interval data days saved

31

31

15

31

15

Daily data days saved

730

1825

1825

730

730
Note:

Daily, weekly, and monthly limits remain unaffected. However, when the capacity of agent skill pairs exceeds 2,00,000, there is an impact on the interval data storage.