Tunable parameters for performance and example deployment scenarios

Last Updated : Mar 10, 2023 |

POM is installed with default values for all parameters. Depending on your requirement, you can update the values some or all of these parameters to get better performance. Recommended values for peak performance are mentioned in the following tables:

Table 1: EPM and MPP configurations

Component

File

Configuration

Default value

Recommended value

EPM

/opt/Tomcat/tomcat/lib/config/voiceportal.properties

mppCcxmlJsiRuntimes

2

4

EPM

mppVxmlJsiRuntimes

2

4

MPP

opt/Avaya/ExperiencePortal/MPP/config/mppconfig.xml

ccxml.jsi.runtimesize

None

*33554432

MPP

ccxml.jsi.contextsize

None

*262144
*Add these parameters to the existing list.
Table 2: Update the following POM parameters stored in PIM_Config table:

Parameter Name

Description

Default Value

Recommended Value

AgentsToCMWorkerRatio

The number of worker thread campaigns that spawns based on the number of attached agents.

5

1

AgentWorkerThreads

The number of Agent manager worker threads for processing commands received from the desktop and response provided back to the desktop.

20

200

CONTACT_DIAL_BATCH_SIZE

The number of contacts to fetch in batch from Job table for dialing by State Handler thread.

1

40

MaxAttemptTimeIntervalInCaseDuplicateFound

The parameter ensures that all the duplicate entries for contact id is moved to temporary restricted state. The default value is set to be 1 min. The second parameters added as DeleteStuckedContactFromMapTimeInterval decides how long the contact can present in the map. The default value is 5 min.

1

2

MaxCMWorkers

The maximum number of worker threads Campaign Manager can spawn.

100

200

MaxCMWorkersPerJob

The maximum Campaign Manager Worker thread for per job.

100

200

ParallelDialingEnabled

Indicates whether POM is to attempt parallel dialing.

False

True

SDK_SOCKET_SEND_TIMEOUT_SEC

The Retry time to send data from the server to Agent SDK if Agent SDK is not able to consume data or there is a network delay. The timeout is specified in seconds.

3

7

SendParallelRuleRequest

Indicates whether to send Parallel Rule Request for sending a request to rules.

False

True

The following configuration parameter values have default values set for better performance. If these values are changed for specific functionality, performance might be impacted:

Do not update the following POM parameters stored in the PIM_Config table:

Parameter Name

Description

Default Value

Recommended Value

CreateContactAttributeHistory

Indicates whether to create contact attribute history.

False

False

DeleteStuckedContactFromMapTimeInterval

The interval to delete in-progress (stuck) contacts from the pacer. The intervals are specified in minutes.

5

5

DisabledPenetrationSaturationCalculation

Indicates whether to populate data for dialing in each list.

False

False

MaxAgentWorkerThreads

The maximum agent worker threads to spawn for processing agents.

400

400

RetryAddressLoopTraversalOnce

Indicates whether traverses all the addresses for retry node. After the last address of the “Retry Node” is reached, strategy flow exits from the retry node.

False

False

SkipAddressOnEmpty

Indicates whether to skip address without creating an attempt if the address is empty.

True

True

The following tables depict deployment scenarios and the associated configurations used for achieving different BHCA:

Table 3: BHCA with recommended deployment

Number of agents

Maximum BHCA

Recommended deployment

100

17,000

Deployment 1 - Single server

500

80,000

Deployment 2 - 500 agents

1000

150,000

Deployment 3 - 1000 agents

300

300,000

Deployment 4 - 300 agents, 3 POM servers

300

500,000

Deployment 5 - 300 agents, 4 POM servers
Table 4: Deployment 1: Single server

Parameter

Value

System configuration

Number of POM servers (Includes local MPP, Application Server, and postgres database)

1

24 CPU, 24 GB RAM

Maximum Port

300

-

No. of Zones

1

-

Campaign Director Memory

1 GB

-

Campaign Manager Memory

1 GB

-

Agent Manager Memory

1 GB

-

Max # of Agents

100

-

Hit rate

60%

Contact List Attribute - 173 (1 Phone)

Talk time & Wrapped time

40 seconds

-

Ring timeout for No Answer

20-25 seconds

-

Agent utilization

80%

-

Maximum BHCA

Up to 15,000

System retry settings - None

Time zone validation - None

DNC Validation - None

Rules Validation - None

No. Of Contact Filter - None

No. Of Call back - None

No. Of Campaigns - 10 (10 Agent-based campaigns)

Maximum Contact List records - 10,000

Contact Import - No contact import performed during dialing
Table 5: Deployment 2: 500 Agents

Parameter

Value

System configuration

Number of POM servers

2

24 CPU, 32 GB RAM

Number of MPP

3

12 CPU, 16 GB RAM

Maximum Port

1,500

-

No. of Application server

1

12 CPU, 16 GB RAM

Database server

1

24 CPU, 40 GB RAM (MS SQL Server)

Campaign Director Memory

3 GB

-

Campaign Manager Memory

3 GB

-

Agent Manager Memory

3 GB

-

Max # of Agents

500

-

Hit rate

60%

Contact List Attribute - 173 (1 Phone)

Talk time & Wrapped time

40 seconds

-

Agent utilization

85%

-

Maximum BHCA

Up to 80,000

System retry settings - None

Time zone validation - None

DNC Validation - None

Rules Validation - None

No. Of Contact Filter - None

No. Of Call back - None

No. Of Campaigns - 85 (80 Agent-based campaigns, 5 Agentless campaigns)

Maximum Contact List records - 10,000 per list

Contact Import - No contact import performed during dialing
Table 6: Deployment 3: 1000 Agents

Parameter

Value

System configuration

Number of POM servers

2

24 CPU, 40 GB RAM

Number of MPP

6

12 CPU, 16 GB RAM

Maximum Port

3,000

-

No. of Application servers

1

12 CPU, 16 GB RAM

Database servers

1

24 CPU, 40 GB RAM (MS SQL Server)

No. of Zone

1

-

Campaign Director Memory

3 GB

-

Campaign Manager Memory

3 GB

-

Agent Manager Memory

3 GB

-

Max # of Agents

1,000

-

Hit rate

60%

Contact List Attribute - 173 (1 Phone)

Talk time & Wrapped time

40 seconds

-

Ring timeout for No Answer

20-25 seconds

-

Agent utilization

86%

-

Maximum BHCA

Up to 150,000

System retry settings - None

Time zone validation - None

DNC Validation - None

Rules Validation - None

No. Of Contact Filter - None

No. Of Call back - None

No. Of Campaigns - 174 (164 Agent-based campaigns, 10 Agentless campaigns)

Maximum Contact List records - 10,000 per list

Contact Import - No contact import performed during dialing
Table 7: Deployment 4: 300 Agents with 3 POM servers

Parameter

Value

System configuration

Number of POM servers

3

24 CPU, 38 GB RAM

Number of MPP

9

16 CPU, 12 GB RAM

Maximum Port

5,000

-

No. of Application servers

2

20 CPU, 26 GB RAM

Database servers

1

24 CPU, 32 GB RAM (MS SQL Server)

No. of Zone

1

-

Campaign Director Memory

3 GB

-

Campaign Manager Memory

3 GB

-

Agent Manager Memory

3 GB

-

Max # of Agents

300

-

Hit rate

5%

Contact List Attribute - 50 (14 Phone)

Talk time & Wrapped time

60-90 seconds

-

Ring timeout for No Answer

10-15 seconds

-

Agent utilization

60%

-

Maximum BHCA

Up to 300,000

System retry settings - Configured 14 retries

Time zone validation - Configured in Strategy

DNC Validation - - 300,000

Rules Validation - None

Number of Contact Filters - Each campaign with 1 Filter (condition is between 15-20)

No. Of Call back - None

No. Of Campaigns - 22 (12 Agent-based campaigns, 10 Agent-less campaigns)

Maximum Contact List records - 150,000 per list

Contact Import - No contact import performed during dialing
Table 8: Deployment 5: 300 Agents with 4 POM servers

Parameter

Value

System configuration

Number of POM servers

4

24 CPU, 32 GB RAM

Number of MPP

18

16 CPU, 12 GB RAM

Maximum Port

4,500

-

No. of Application servers

2

12 CPU, 12 GB RAM

Database servers

1

24 CPU, 32 GB RAM (MS SQL Server)

No. of Zones

2

-

Campaign Director Memory

7 GB

-

Campaign Manager Memory

7 GB

-

Agent Manager Memory

7 GB

-

Max # of Agents

300

-

Hit rate

1%

Contact List Attribute - 50 (14 Phone)

Talk time & Wrapped time

20-30 seconds

-

Ring timeout for No Answer

10-15 seconds

-

Agent utilization

56%

-

Maximum BHCA

Up to 500,000

System retry settings - Configured 14 retries Time zone validation - Configured in Campaign Strategy

DNC Validation - 300,000

Rules Validation - None

No. Of Contact Filter - Each campaign with 1 Filter (condition is between 15-20)

No. of Call back - None

No. Of Campaigns - 22 (12 Agent-based campaigns, 10 Agent-less campaigns)

Maximum Contact List records - 150,000 per list

Contact Import - No contact import performed during dialing