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Deploying Avaya Oceana®
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Capacity specifications
Last Updated : Aug 07, 2023 |
Prolog information
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The following table shows the capacity specifications for Avaya Oceana® when deployed on-premise:
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Parameter: Maximum supported number of …
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On-Premise only: Agents
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|||
|---|---|---|---|---|
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4500
|
2000
|
1000
|
100
|
|
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Active Avaya Workspaces agents (including supervisors logged in as active agents)
|
4500
Of this, 2000 can be digital agents.
|
2000
|
1000
|
100
|
|
Configured channels per Agent
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4 (1 voice + 3 digital)
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|||
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Active Avaya Workspaces users including supervisors and agents (Supervisors not logged in as active agents)
|
4950
|
2200
|
1100
|
110
|
|
Configured users (agents and supervisors)
|
14850
|
6600
|
3300
|
330
|
|
Configured agents
|
13500
|
6000
|
3000
|
300
|
|
Configured supervisors
|
1350
|
600
|
300
|
30
|
|
Active supervisors using Avaya Workspaces
|
450
|
200
|
100
|
10
|
|
Active voice agents
|
4500
|
2000
|
1000
|
100
|
|
Configured Social agents
|
300
|
300
|
300
|
100
|
|
Active Social agents
|
300
|
300
|
300
|
30
|
|
Configured Outbound agents
|
500
|
300
|
300
|
10
|
|
Active Outbound agents
|
500
|
300
|
300
|
10
|
|
Concurrent Avaya Workspaces instances per agent
|
1
|
1
|
1
|
1
|
|
Concurrent Avaya Workspaces instances per supervisor
|
1
|
1
|
1
|
1
|
|
Voice Busy Hour Call Completion (BHCC) - Self Service
|
45000
|
30000
|
30000
|
3000
|
|
Voice BHCC) - Assisted Service
|
45000
|
20000
|
10000
|
1000
|
|
BHCC - Outbound
|
10000
|
6000
|
6000
|
200
|
|
Chat/Email/SMS interactions per hour
|
15000
|
15000
|
6000
|
600
|
|
Chat interactions per hour
Assumes no other multimedia channel is active.
|
15000
|
15000
|
6000
|
600
|
|
Messaging interactions per hour
Assumes no other multimedia channel is active.
|
15000
|
15000
|
6000
|
600
|
|
Emails per hour
Assumes no other multimedia channel is active.
|
15000
|
15000
|
6000
|
600
|
|
SMS per hour
Assumes no other multimedia channel is active.
|
15000
|
15000
|
6000
|
600
|
|
Social per hour
Assumes no other multimedia channel is active.
|
15000
|
15000
|
6000
|
600
|
|
Generic Channel per hour
Assumes no other multimedia channel is active.
|
15000
|
15000
|
6000
|
600
|
|
Concurrent Web Voice sessions***
|
1000
|
1000
|
1000
|
100
|
|
Concurrent Web Video sessions***
|
500
|
500
|
500
|
50
|
|
Ad-hoc Email per agent
|
1
|
1
|
1
|
1
|
|
Deferred Email interactions
|
10000
|
6000
|
3000
|
500
|
|
Deferred Emails per agent
|
20
|
20
|
20
|
20
|
|
Observe Chat per agent
|
3
|
3
|
3
|
3
|
|
Co-Browse sessions per node
|
200
|
200
|
200
|
20
|
|
Concurrent Chat sessions
|
2200
|
2200
|
1100
|
110
|
|
Concurrent Chat sessions per customer
|
10
|
10
|
10
|
10
|
|
Total Services supported
|
5000
|
5000
|
5000
|
1000
|
|
Services supported per agent
|
2000
|
2000
|
2000
|
1000
|
|
Attributes per Service
|
10
Channel + 9 attributes
|
10
Channel + 9 attributes
|
10
Channel + 9 attributes
|
10
Channel + 9 attributes
|
|
Attributes per agent*
|
500
|
500
|
500
|
500
|
|
Queued contacts across all channels
|
25000
|
25000
|
10000
|
1000
|
|
Queued Voice contacts
|
8000
|
8000
|
4000
|
400
|
|
Queued Chat contacts
|
2000
|
2000
|
1000
|
100
|
|
Queued Messaging contacts
|
4500
|
4500
|
2250
|
225
|
|
Queued Email contacts**
|
25000
|
25000
|
10000
|
1000
|
|
Queued Social contacts
|
5000
|
5000
|
2500
|
250
|
|
Queued SMS contacts
|
2200
|
2200
|
1100
|
110
|
|
Queued Generic Channel contacts
|
10000
|
10000
|
3000
|
200
|
|
Avaya WebRTC Connect agents
|
1000
|
1000
|
1000
|
100
|
|
Concurrent Chatbot sessions with two Chatbot servers
|
900
|
900
|
900
|
150
|
|
Number of Communication Managers
|
One of the following:
|
|||
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Transfer to Service operations
|
2000
|
|||
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Engagement Designer Workflow Instances (WFIs) per cluster
|
25000
|
25000
|
10000
|
1000
|
|
Engagement Designer Workflow Definitions (WFDs) per cluster
|
200
|
|||
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Contacts allowed on the OCP database
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7 million
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|||
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Digital contacts per customer
|
700
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|||
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Public real-time views an administrator can create and view
|
60
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|||
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Private real-time views a supervisor can create and view
|
60
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|||
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Public dashboards an administrator can create
|
10
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Private dashboards a supervisor can create
|
10
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Notes:
* The total number of attributes is 50 times the maximum number of configured users. For example, in a 2000-agent deployment, the maximum number of configured users is 6600. Therefore, you can configure a total of 6600*50 attributes.
**Queued emails - Emails that arrive at the contact center but are not yet closed. These include active emails that agents are currently processing, emails in deferred state, and emails that are awaiting agent’s availability.
*** To calculate the maximum supported sessions for a mixed Web Voice and Web Video environment, 1 Web Video session is equivalent to 2 Web Voice sessions.
For example, a large profile system can support one of the following:
Ensure that your solution is engineered correctly to support the required WebRTC session counts.
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