System Requirements
This section describes some of the system sizing requirements for the installation of Outbound Contact.
In addition, the following documents on the Technical Support website provide detailed information about the operating systems and databases supported by Outbound Contact:
Environmental Sizing
The information provided in this subsection helps you create the most effective environment for running Outbound Contact in your contact center.
The following table shows the recommended sizing requirements for various contact centers.
|
Outbound Contact Component |
CPU |
Memory |
Network |
Transactions per Second |
|
Outbound Contact Manager |
Pentium III, 400 MHz (recommended) | 128 MB (Windows 2000 or Windows XP) | 10 mbps (minimum) | Not applicable |
|
Outbound Contact Server |
Pentium III, 400 MHz (recommended) | 512 MB (minimum) | 10 mbps (minimum) | 0.5—1 transactions per agent per second |
|
CPD Server Supported interfaces:
The CPD Server and the Dialogic cards and drivers it controls must be installed on the same computer.IP version 6 addressing schema (IPv6) is not supported by Dialogic HMP. |
Single or dual processor, 1GHz | 512 MB (minimum) | 10 mbps (minimum) | 0.5—1 transactions per agent per second |
| Environmental recommendation for 240 Ports | Dual processor Pentium III, 600 MHz | 256 MB | 100 mbps | 0.5—1 transactions per agent per second |
|
Number of Agents | ||||
|
25—100 |
Pentium III, 400 MHz | 128 MB | 10 mbps (minimum) | 0.5—1 transactions per agent per second |
|
10—200 |
Pentium III, 400 MHz | 256 MB | 10 mbps (minimum) | 0.5—1 transactions per agent per second |
| 20—600 | Pentium III, 400 MHz (minimum) + 100 MHz for every 200 agents | 256 MB | 10 mbps (minimum) | 0.5—1 transactions per agent per second |
|
60—1000 |
Single/dual processor,1 GHz | 512 MB | 100 mbps | 0.5—1 transactions per agent per second |
|
100—2000 |
Dual processor, 1GHz | 512 MB (minimum) | 100 mbps | 0.5—1 transactions per agent per second |
|
200—4000 |
Dual processor, 1.5 GHz | 512 MB (minimum) | 100 mbps | 0.5—1 transactions per agent per second |
| Note: | The list of Dialogic boards might be extended based on their support by the CPD Server. Refer to the Genesys Supported Media Interfaces Guide for the current list of supported boards. |
Database Sizing
Outbound Contact Server supports IBM's DB2 database, in addition to the previously supported database management systems (Oracle, Microsoft SQL Server, Informix, and Sybase).
The sizing of your database can affect the performance of the Outbound solution. The term sizing pertains to how the database is tuned, the available memory, and the number of processors. The term tuning pertains to the indexing of the calling list. The higher the number of transactions that the database processes, the more the database performance is affected, unless it is properly sized.
When sizing your database, consider the factors shown in the following table.
|
Format |
Estimated Size for Each |
| Record | 1 KB |
| Transaction | 1 KB |
| Database | 100 MB per 100,000 records per campaign |
If the size of one record is equal to the size of one transaction (1 KB) and if the size of the calling list is 100,000 records, the estimated size of the database is 100 MB. See the Outbound Contact Reference Manual for more information about database tuning.
Network Traffic
The following table provides basic data about network traffic produced by Outbound specific activities among various Framework and Outbound components. This information can help you determine the optimal component location on the network.
|
Primary Data Types |
Average Message Length |
Messages Per Transaction |
Elements Determining Total Message |
Traffic Total Traffic Volume |
|
OCS <-> DB Server | ||||
| Record from Calling List | 0.25 KB + total length of Field Names + average Record Data length | 1 | Number of Records requested per Select = <Number of Agents in Campaign Group> * <Optimal Buffer Size Coefficient> - <Minimum Buffer Size Coefficient> | <Number of Records from all Calling Lists in Campaign> * <Average Number of Attempts per Record> |
| Update of Record Attributes | 0.5 KB | 1 if OCS is not configured to save intermediate results, otherwise, 1 per treatment | Hit Ratio, Treatments | <Number of Records from all Calling Lists in Campaign> * <Average Number of Attempts per Record> |
|
OCS <-> CPD Server | ||||
| Dialing Request | 0.25 KB + User Data | 1 per Dial Attempt | Hit Ratio, Treatments | <Number of Records from all Calling Lists in Campaign> * <Average Number of Attempts per Record> |
| Agent Seize Request (ASM mode only) | 0.5 KB | 1 per AgentReady TEvent | Conversation Duration | Total Number of successful Contacts |
| Call Progress Result | 0.25 KB | 1 per Dial Attempt | Hit Ratio, Treatments | <Number of Records from all Calling Lists in Campaign> * <Average Number of Attempts per Record> |
|
OCS <-> Agent Desktop | ||||
| Record | 0.25 KB + User Data | 1 per Answered Call or Preview Record Request | Number of Records processing Desktop sessions | Total Number of successful Contacts, in Predictive or Progressive mode, <Number Records from all Calling Lists in Campaign> * <Average Number of Attempts per Record>, in Preview mode |
| Desktop Protocol Requests | 0.25 KB | Typically 2 | Number of Records processing Desktop sessions | Total Number of successful Contacts in Predictive or Progressive mode, <Number Records from all Calling Lists in Campaign> * <Average Number of Attempts per Record>, in Preview mode |
|
OCS <-> T-Server | ||||
| Requests (no CPD Server) | 0.25 KB + User Data | 1 per Dial Attempt | Hit Ratio, Treatments | <Number of Records from all Calling Lists in Campaign> * >Average Number of Attempts per Record> |
| TEvents | 0.25 KB + User Data | 5 for simple call-distribution scenario | Hit Ratio, Treatments | <Number of Records from all Calling Lists in Campaign> * <Average Number of Attempts per Record> |
|
CPD <->ET-Server | ||||
| Dialing Request | 0.25 KB + User Data | 1 per Dial Attempt | Hit Ratio, Treatments | <Number of Records from all Calling Lists in Campaign> * <Average Number of Attempts per Record> |
| Transfer Request | 0.25 KB | 1 per Dial Attempt | Hit Ratio, Treatments | <Number of Records from all Calling Lists in Campaign> * <Average Number of Attempts per Record> |
| Agent Seize Request (ASM mode only) | 0.5 KB + User Data | 1 per AgentReady TEvent | Conversation Duration | |
| TEvents | 0.25 KB + User Data | 10 for simple call-distribution scenario, 1 for unsuccessful dial attempt | Hit Ratio, Treatments | <Number of Records from all Calling Lists in Campaign> * <Average Number of Attempts per Record> |