Genesys 8.1 Quality Management Planning Guide
Below you will find brief information for Quality Management 8.1. This document helps you plan your ZOOM Quality Management solution. It describes the inputs and parameters that Genesys requires in order to create an accurate solution for your needs, together with the technical data, integration and sizing information for the GQM product portfolio.
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Genesys Quality Management 8.1
Planning Guide
The information contained herein is proprietary and confidential and cannot be disclosed or duplicated without the prior written consent of Genesys Telecommunications Laboratories, Inc.
Copyright © 2009–2013 Genesys Telecommunications Laboratories, Inc. All rights reserved.
About Genesys
Genesys solutions feature leading software that manages customer interactions over phone, Web, and mobile devices. The Genesys software suite handles customer conversations across multiple channels and resources—self-service, assisted-service, and proactive outreach—fulfilling customer requests and optimizing customer care goals while efficiently using resources. Genesys software directs more than 100 million customer interactions every day for 4000 companies and government agencies in 80 countries. These companies and agencies leverage their entire organization, from the contact center to the back office, while dynamically engaging their customers. Go to www.genesyslab.com
for more information.
Each product has its own documentation for online viewing at the Genesys Technical Support website or on the Documentation Library DVD, which is available from Genesys upon request. For more information, contact your sales representative.
Notice
Although reasonable effort is made to ensure that the information in this document is complete and accurate at the time of release, Genesys Telecommunications Laboratories, Inc., cannot assume responsibility for any existing errors. Changes and/or corrections to the information contained in this document may be incorporated in future versions.
Your Responsibility for Your System’s Security
You are responsible for the security of your system. Product administration to prevent unauthorized use is your responsibility. Your system administrator should read all documents provided with this product to fully understand the features available that reduce your risk of incurring charges for unlicensed use of Genesys products.
Trademarks
Genesys, the Genesys logo, and T-Server are registered trademarks of Genesys Telecommunications
Laboratories, Inc. All other trademarks and trade names referred to in this document are the property of other companies. The Crystal monospace font is used by permission of Software Renovation Corporation, www.SoftwareRenovation.com.
Technical Support from Genesys
If you have purchased support directly from Genesys, please contact Genesys Technical Support at the regional numbers provided at the end of this document. For complete contact information and procedures, refer to the Genesys Technical Support Guide .
Ordering and Licensing Information
Complete information on ordering and licensing Genesys products can be found in the Genesys Licensing
Guide .
Released by
Genesys Telecommunications Laboratories, Inc.
www.genesyslab.com
Document Version: 81gqm_planning_4-2013_8.1.51
1.00
Chapter 1
Chapter 2
Chapter 3
Chapter 4
Table of Contents
Introduction
Software Requirements
Browser Recommendations and Technical Requirements
Internet Explorer Security Settings:
Technical Requirements for Playing Audio and Video Media
Supported Call Scenarios for Recording
Genesys Call Scenarios Supported
17
Call Scenarios Supported to obtain Additional Data from GIM Integration 19
7
11
The Architecture of the Recording Solution
21
Chapter 5
Chapter 6
Media Lifecycle Management Tools
Call Center Architectures
The Operational Structure includes
Genesys Active Call Recording Architecture
Supported Versions of the Genesys CIM Platform
Alternative Genesys Recording Methods
Active Recording of CUCM Integrated with Genesys CIM
Enhanced Passive Recording EPR with Genesys CIM
Supported versions of the Avaya Platform
Avaya Integration with Genesys CIM
Cisco Call Recording Architecture
Supported Versions of CUCM Skinny (SCCP) and JTAPI
Passive Recording with JTAPI Signaling
Cisco Active Recording with JTAPI
Inputs for Calculating Requirements
The Average Number of Working Hours per Day per Seat
The Average Number of Working Days per Month
The Number of Calls Recorded per Day
The Average Call Length in Seconds
41
61
Chapter 7
Chapter 8
The Length of Time to Store Calls on the Recording Server
The Length of Time to Store Screen Captures on the Recording Server 77
Percentage of Screens to Capture 78
Call Recording License Requirements
Planning Hardware Requirements
Recommendations for All Configurations
Record up to 50 Concurrent Calls - Call Recording Only
Record up to 100 Concurrent Calls - Call Recording Only 96
Record up to 100 Concurrent Calls - Call Recording and Quality Manager 97
Record up to 250 Concurrent Calls - Call Recording Only 98
Record up to 250 Concurrent Calls - Call Recording and Quality Manager 99
Record up to 400 Concurrent Calls - Call Recording Only 101
Record up to 400 Concurrent Calls - Call Recording and Quality Manager 102
Additional Screen Capture Requirements
Modular Solution for 1000 Concurrent Calls
87
Hardware Platforms and Sizes
107
Chapter 9
Request Technical Support
117
7
Chapter
1
Introduction
This chapter provides an overview of this document, identifies the primary audience, introduces document conventions, and lists related reference information.
This chapter contains the following sections:
Genesys Quality Management 8.1
Chapter 1 Introduction Document Purpose
Document Purpose
This document helps you plan your ZOOM Quality Management solution. It describes the inputs and parameters that Genesys requires in order to create an accurate solution for your needs, together with the technical data, integration and sizing information for the GQM product portfolio.
Audience
This document is intended for Systems Engineers and Administrators.
Document Version
The Genesys Quality Management products are provided by a partnership between Genesys and ZOOM International. The Genesys Quality Management products use a versioning format that represents a combination/joining of the versions used by these two separate entities. Although the Genesys Quality
Management products and documentation use this combined versioning format, in much of the software and logs you will see the ZOOM versioning alone. You need to be aware of this, for example, when communicating with Technical
Support.
The version for this document is based on the structure shown in the following diagram:
Planning Guide 8
Chapter 1 Introduction Typographical Conventions
9
Typographical Conventions
Names of functions and buttons are in bold. For example: Upload.
File names, file paths, command parameters and scripts launched from the command line are in non-proportional font.
Referred documents are in italics. For example: see the document This is a
Document for more information.
Code is placed on a gray background and bordered
Hyperlinks are shown in blue and underlined: http://genesyslab.com/support/contact .
Expected Knowledge
Readers of this document are expected to have the following skills or knowledge: l l l
Basic knowledge of Red Hat Enterprise Linux or CentOS.
Unix-system administration skills.
At least intermediate network knowledge – architecture, planning etc.
Genesys Quality Management 8.1
Chapter 1 Introduction Expected Knowledge
Planning Guide 10
Chapter
2
Software Requirements
This section covers the software requirements for implementing Genesys Quality
Management, both server-side and client-side.
11 Genesys Quality Management 8.1
Chapter 2 Software Requirements Operating Systems
Operating Systems
All GQM 8.1.500 modules are Linux-based and run on RedHat Enterprise Linux
6.2 32-bit operating systems only. 64-bit OS versions are not currently supported.
Linux was chosen for its high stability for demanding call recording, easy remote administration, superior uptime without restarts and no hidden additional costs.
RedHat Enterprise Linux includes everything that GQM requires, for example, a database server, management tools and so on. RedHat Enterprise Linux supports a wide range of server hardware (Intel as well as AMD based servers).
RedHat Enterprise Linux as a commercial Linux distribution offers operating system support from Red Hat with pricing dependent on a Service Level
Agreement.
Important:
Genesys suggest that all GQM modules run on the same operating system, for example, all on RedHat, 6.2 to ensure best possible stability and interoperability. Do not mix versions.
Planning Guide 12
Chapter 2 Software Requirements Browser Recommendations and Technical Requirements
Linux File Systems
RHEL 6.2 uses the ext4 file system by default, which supports files and file systems of up to 16 TB in size (like the earlier ext3 system used for 5.x file system versions). However, ext4 supports an unlimited number of sub-directories, in comparison to 32,000 supported by ext3, and offers superior read/write performance to the ext3 system.
Browser Recommendations and Technical
Requirements
A minimum screen resolution of 1024 x 768 is necessary to use the GQM applications comfortably.
The following supported browsers are recommended for the Web GUI. The
Windows Media Player is needed for Call Recording. The Java plugin is required for Universal Player in Quality Manager.
The browsers for PCs are shown in order of preference. The fastest performing browsers are first:
1. Google Chrome: Please download the latest version. Check issues using the latest browser version before reporting them.The user must install the
Windows Media Player plugin below: http://www.google.com/support/chrome/bin/answer.py?hl=en&answer=95697
2. Internet Explorer 9
3. Internet Explorer 8 with Google Chrome Frame plugin. The Google Chrome
Frame plugin can be obtained here: http://code.google.com/chrome/chromeframe/
4. Internet Explorer 7 with Google Chrome Frame plugin.This version of IE should be upgraded to IE9 as soon as possible.
5. Firefox 3.6.16+ Admin rights required for installation. The user must install the Windows Media Player plugin below: http://www.interoperabilitybridges.com/windows-media-player-firefox-plugindownload
6. Opera 9+
7. Safari 5
13 Genesys Quality Management 8.1
Chapter 2 Software Requirements Internet Explorer Security Settings:
8. Internet Explorer 8 without the Google Chrome Frame plugin.The
performance is slow.
The following browsers are not recommended:
Internet Explorer 7 without the Google Chrome Frame plugin runs too slowly.
Internet Explorer 6 is not supported.
Use Safari or Firefox with Mac OS 10.
Important:
Web browsers require a media player plug-in (Windows Media Player
9+ for Windows PCs, VLC for Macs and Linux) for audio and video media review, and at least Adobe Flash Player 9.x runtime installed for viewing reports.
Internet Explorer Security Settings:
Windows XP
The following recommendations are encouraged for the Web GUI running on
Windows XP: l l l
Check that the Call Recording URL is included in the "Trusted sites". If not, include it there. If the user doesn't have administrator privileges, contact the system administrator or set security level of the zone that contains the server to Low.
Check that there is no proxy enabled in the web browser. If there is, try to disable it. The proxy can affect the functionality.
Set the security level of trusted sites to Low.
Windows 7
The following recommendations are encouraged for the Web GUI running on
Windows 7: l l
Check that the Call Recording URL is included in "Trusted sites". If not, include it there. If the user doesn't have administrator privileges, contact the system administrator or set security level of the zone that contains the server to Low.
Check that there is no proxy enabled in the web browser. If there is, try to
Planning Guide 14
Chapter 2 Software Requirements Technical Requirements for Playing Audio and Video Media l disable it.
Set the security level of trusted sites to Low.
l
Disable protected mode for all zones. If protected mode is Enabled for the internet zone, it affects the functionality, even if the server is in trusted sites, this is for Internet Explorer only.
Technical Requirements for Playing Audio and Video Media
The following media players are recommended for successful video and audio playback.
The media players are listed in order of preference, for the reasons supplied below:
1. Microsoft Windows Media Player: Plays all audio and video media on the
Windows 7 OS. Previous versions of Windows, for example,Vista and XP, need additional codecs to play video media.
Download the K-Lite Codec Pack (BASIC or BASIC Mirror versions) from: http://www.free-codecs.com/K_Lite_Codec_Pack_download.htm
.
2. VLC: Plays combined video and audio recordings, including dual-screen recordings of 1920x1080 or larger. It is not integrated into browsers, for example, Internet Explorer and Firefox, for audio playback. VLC is recommended for Macs and Linux-based systems for combined audio and video reviewing. VLC can be downloaded at: http://www.videolan.org/vlc/ .
3. QuickTime: Plays audio and is integrated into Internet Explorer, but does not support playing mp3 audio and H.264 format video together for combined audio and video playback.
15 Genesys Quality Management 8.1
Chapter 2 Software Requirements Technical Requirements for Playing Audio and Video Media
Planning Guide 16
Chapter
3
Supported Call Scenarios for
Recording
The tables below show the call scenarios that are supported and therefore can be recorded by Call Recording.
This chapter contains the following sections:
Genesys Call Scenarios Supported
Call Scenarios Supported to obtain Additional Data from GIM Integration
17 Genesys Quality Management 8.1
Chapter 3 Supported Call Scenarios for Recording Genesys Call Scenarios Supported
Genesys Call Scenarios Supported
Call
Scenario
Passive SIP Genesys
Driver
EPR
Agent to Agent
(Basic call with logged agents on both sides).
Basic call
(Internal without logged agent).
Call Hold
Blind Transfer
Consultative Transfer
Blind Conference
Consultative Conference
Barge
Call Supervision - Monitoring
Call Supervision - Coaching
Table 1: Genesys Call Scenarios Supported
Genesys
Driver
Active
MSR
Planning Guide 18
Chapter 3 Supported Call Scenarios for Recording Call Scenarios Supported to obtain Additional Data from GIM
Call Scenarios Supported to obtain
Additional Data from GIM Integration
The table below shows for which scenarios and signaling GIM can supply additional data.
Call Scenario Genesys
SIP
JTAPI Avaya
Agent to Agent
(Basic call with logged agents on both sides)
Data for calling agent only.
Basic call
(Internal without logged agent).
Call Hold
Blind Transfer
Consultative Transfer
Blind Conference
Consultative Conference
Call Park
Call Pickup
Barge cBarge
Table 2: GIM Integration
19 Genesys Quality Management 8.1
Chapter 3 Supported Call Scenarios for Recording Call Scenarios Supported to obtain Additional Data from GIM
Planning Guide 20
21
Chapter
4
The Architecture of the
Recording Solution
Call Recording has a multi-level module architecture that supports scaling for optimizing functionality in any environment.
This chapter contains the following sections:
Media Lifecycle Management Tools
Genesys Quality Management 8.1
Chapter 4 The Architecture of the Recording Solution
Detailed Architecture
Detailed Architecture
Planning Guide
Figure 1: Call Recording Architecture
The figure shows a Block diagram of Call Recordings Architecture. Each module is explained in further detail in the following sections.
22
Chapter 4 The Architecture of the Recording Solution
Modules within Call Recording
Modules within Call Recording
23
Figure 2: Call Recording Component overview
There are basically three layers in Call Recording.
l l l
The Capture layer where Call Recording captures the signaling and RTP streams.
The Storage Layer where the resultant files are stored.
The Management Layer has the User interfaces and the Media Lifecycle
Management.
The modules within the layers are: l l l l l l l l
RMI / Naming Service / AMQP
Core
Protocol Adapters
Recorder Server
Active Recorder Server
Decoder Server
Database
Web Application Server
Genesys Quality Management 8.1
Chapter 4 The Architecture of the Recording Solution RMI / Naming Service
RMI / Naming Service
The Java Remote Method Invocation (RMI) provides for remote communication between programs written in the Java programming language.
The Naming Service registers or de-registers services.
The Advanced Message Queuing Protocol (AMQP) provides a robust, secure message queue protocol, currently used by the Decoder Server for decoding jobs.
Planning Guide 24
Core Chapter 4 The Architecture of the Recording Solution
Core
25
Figure 3: Call Recording Core
Call Recording Core controls the Recording solution.
Core is a finite-state machine that receives information about signaling from different Protocol Adapters through its Protocol Drivers. Core manages Recorder servers and Decoder servers; and communicates with the Database, Temporary and Permanent File Systems.
Core provides powerful APIs for third party applications, Auditing System and
SNMP for monitoring.
Genesys Quality Management 8.1
Chapter 4 The Architecture of the Recording Solution Protocol Adapters
Protocol Adapters
Protocol Adapters provide Core with the necessary signaling to determine the next actions (start recording, stop recording and so on).
Planning Guide
Figure 4: Protocol Adapters
Adapters and drivers convert native signaling to unified messages to enable Core to process message flows independent of the signaling protocols that they originate from. Where a new protocol is introduced to IP Telephony, Core uses a new driver.
Using driver and adapters Call Recording supports the following signaling protocols: l l l
Genesys Platform SDK TLib
JTAPI
Cisco SCCP
26
Chapter 4 The Architecture of the Recording Solution Protocol Adapters l l
Avaya JTAPI and DMCC
Generic SIP
The role of each Driver or Protocol Adapter is to translate any signaling into standard messages for Core; informing Core about Call Establishment, RTP
Streams start and end, transfers, conferences, on-holds, barge calls and so on.
Unified messages allow, for example, the use of Call Recording to record one group of phones by SIP adapter and a second group of phones by Cisco
JTAPIwithin a single system.
When ZOOM releases support of new protocols, no changes have to be made to the Core which allows faster development and more stability.
27 Genesys Quality Management 8.1
Chapter 4 The Architecture of the Recording Solution
Passive Recorder Server
Passive Recorder Server
Planning Guide
Figure 5: Recorder Server
The Recorder server is fully controlled by Core and starts or stops saving packets of particular specification (port, IP address) to temporary storage.
For SPAN based recording, the Recorder server is always bound to a particular interface (like eth1 on the Linux system) which is automatically turned to promiscuous mode to receive the RTP streams. The interface has to be connected to switch with SPAN port configured.
There can be multiple instances of Recorder server at an unlimited number of locations to support distributed IP telephony recording.
The Recorder server can also, if requested by Core, forward streams of RTP to a particular IP address and port which is used in live monitoring console for realtime listening to calls.
28
Chapter 4 The Architecture of the Recording Solution Active Recorder Server
Active Recorder Server
The Recorder server is fully controlled by Core and starts and stops saving packets of particular specification (port, IP address) to temporary storage.
The Recorder server is always bound to a particular interface (like eth0 on the
Linux system).
There can be multiple instances of Recorder server at an unlimited number of locations to support distributed IP telephony recording.
The Recorder server can also, if requested by Core, forward streams of RTP to a particular IP address and port which is used in live monitoring console for realtime listening to calls.
The telephone platform sends streams to the Recorder via, a built in bridge in the
IP phone, or a conference, depending on the platform.
Single NIC deployment is possible, but a dedicated management interface is recommended.
29 Genesys Quality Management 8.1
Chapter 4 The Architecture of the Recording Solution Temporary Storage
Temporary Storage
Unprocessed raw data captured by the Recorder Server from the network are stored in the Temporary File System. For every recorded call the Recorder
Server stores two files in .pcap format. Pcap files are processed right after call ends or are cached for later processing (if Pre-recording is enabled).
After processing of the recorded call, temporary data is deleted.
In the event of decoder failure, temporary data can be processed by the repair utility.
Planning Guide 30
Chapter 4 The Architecture of the Recording Solution
Decoder Server
Decoder Server
Figure 6: Decoder Server
The decoder server is used for: l l l l l l
Sorting the saved RTP packets.
Decoding the RTP Packets from G.711 / G.722 / G.729.
Transcoding the streams to uncompressed PCM.
Creating stereo out of two independent channels, calling and called party.
Encoding the audio into WAV or MP3 format of selected quality.
Optional encryption of recorded file, MP3 only, WAV encryption is not supported.
31 Genesys Quality Management 8.1
Chapter 4 The Architecture of the Recording Solution Database
Database
By default Call Recording uses a standard SQL database (PostgreSQL) to which it connects by JDBC driver. The recordings database stores users, groups, recording rules and information about recorded calls. The actual media files themselves are stored in the File Storage system.
Figure 7: Database
The type of database that you choose depends on how large your recording needs are and how much evaluation and retrieval of media you need to do. For small to medium recording solutions the default PostgreSQL database is perfectly adequate and is the most cost effective way of storing calls screen captures and related data. For larger solutions, with over 50 million call records, Quality
Manager and many IOPS (Input/output Operations Per Second) an Oracle database should be considered. The PostgreSQL database is limited to around
200 million call records.
Planning Guide 32
Chapter 4 The Architecture of the Recording Solution
Web Application Server
Web Application Server
33
Figure 8: Image Caption
Call Recording has a web-based GUI which is used for: l l
System configuration (users and groups management, recording rules setup).
Call search & replay, Call Live Monitoring, Media Lifecycle Management and so on.
The Web GUI runs on Apache Tomcat java based application server.
Genesys Quality Management 8.1
Chapter 4 The Architecture of the Recording Solution Web Application Server
The Web GUI communicates with Core (for example, to reload recording) and with Database and Permanent File System.
Core includes an Auditing System that creates a log of the events that occurred in
Call Recording.
The log records: l l l l l l l
Call starts.
Couple starts.
RTP start and end.
Requests to start and end recording to the Recorder server.
Requests to the Decoder server for decoding.
Database insertions.
User log in, call replay, export, deletion.
The log supports installation debugging as well auditing user interaction with the system.
Planning Guide 34
Chapter 4 The Architecture of the Recording Solution Application Communicator
Application Communicator
The Application Communicator is the main source of runtime information about the whole recording system.
Monitoring tools such as SNMP communicates with Application Communicator and periodically or upon request show the status of all components attached.
If any component fails or reports warnings or problems the system can report this by SNMP for further action.
35 Genesys Quality Management 8.1
Chapter 4 The Architecture of the Recording Solution
API
The Call Recording APIs enable the following: l l
Connecting custom applications to the call recording software.
Monitoring of activities and system core objects.
l
Changing Settings.
l l l
Adding custom information to calls.
Pausing and resuming both call and screen recording.
Deeply Integrating with third party Java applications.
Core operation monitoring is implemented by connecting an observer to specific parts of the Call Recording API that subsequently reports core changes through these observers.
API
Planning Guide 36
Chapter 4 The Architecture of the Recording Solution Media Lifecycle Management Tools
Media Lifecycle Management Tools
Regulations mandate the recording of calls in many industries. In some industries these recordings must be retained for years.This is a large amount of data.
Contact centers record thousands of calls a day. To avoid running out of disk space on the Recording server you must manage the data by Archiving, Deleting or Relocating the data.
Figure 9: Media Lifecycle Management
Based on rules, calls can be automatically archived and transferred to permanent storage.
If a user requests a call that is no longer available on the direct access storage device, the system administrator is instructed to insert appropriate storage medium. When the call is retrieved and temporarily saved, the user is informed by e-mail.
Regular backups of system configuration and settings can be scheduled according to the customer’s backup policy.
37 Genesys Quality Management 8.1
Chapter 4 The Architecture of the Recording Solution Media Lifecycle Management Tools
Planning Guide
Figure 10: Media Lifecycle Tools
The diagram above shows the different Media lifecycles. The difference between
Archive and Backup is that Archive marks the file as having been archived and will therefore only archive it once.
38
Chapter 4 The Architecture of the Recording Solution Media Lifecycle Management Tools
39
Figure 11: Synchro
Calls from multiple locations can be synchronized online to a central “Replay
Server” for central access and archiving.
The Replay server consolidates recorded calls and user access. The Replay
Server can also provide centralized Live Monitor application
Call replication to the Replay Server can be scheduled at selected times – during off-peak hours for example.
You can check synchronization between the system core server and replay servers using Web Reports
Genesys Quality Management 8.1
Chapter 4 The Architecture of the Recording Solution Media Lifecycle Management Tools
Planning Guide 40
41
Chapter
5
Call Center Architectures
The recording method used to record calls depends on the network infrastructure and Operational Structure of your contact center or office.
This chapter contains the following sections:
The Operational Structure includes
Genesys Active Call Recording Architecture
Supported versions of the Avaya Platform
Avaya Integration with Genesys CIM
Cisco Call Recording Architecture
Genesys Quality Management 8.1
Chapter 5 Call Center Architectures Network Infrastructure
Network Infrastructure
The network infrastructure includes: l l l l l
The type of IP PBX
The signaling protocols available.
The type of Gateways that are available.
The type of Firewalls that are present if any. For example, SBC or SAN.
Whether Genesys CIM is present.
Planning Guide 42
Chapter 5 Call Center Architectures The Operational Structure includes
The Operational Structure includes
l l l
The number of Geographical Sites to be recorded.
The Connectivity and Bandwidth between locations.
How the Teams or Campaigns and Functional Groups to be recorded are organized.
43 Genesys Quality Management 8.1
Chapter 5 Call Center Architectures Feature Support
Feature Support
The GQM technology support level for platforms from Genesys, Cisco and Avaya is defined as follows: l l l
Full Support – bug fixes, critical enhancement back ports from newer
versions. Note: New features are never back ported.
Limited Support – critical and blocker fixes only, migration from latest
release to the latest version.
Not Supported – no bug fixes, paid upgrade to latest version first.
Planning Guide 44
Chapter 5 Call Center Architectures Genesys Active Call Recording Architecture
Genesys Active Call Recording
Architecture
45
Figure 12: GARE Call Recording Architecture
Genesys Active Recording is provided by the Genesys Active Recording
Ecosystem (GARE), which includes Genesys SIP Server, Media Server and
Genesys Quality Management products.
For more information about GARE technology and configuration, see the
Genesys Active Recording Ecosystem.
Genesys Quality Management 8.1
Chapter 5 Call Center Architectures Genesys Active Call Recording Architecture
Supported Versions of the Genesys CIM Platform
GQM provides the following support for Genesys CIM.
Full Support: 7.6, 8.0, 8.1
Limited Support: 7.5
Not Supported: Below 7.5
Planning Guide 46
Chapter 5 Call Center Architectures Genesys Active Call Recording Architecture
Alternative Genesys Recording Methods
Although Active Recording is the preferred recording method when integrating with Genesys, other techniques can be used successfully, too.
Genesys Enhanced Passive Recording works by capturing SIP signaling protocol and RTP streams, and integrating the Genesys T-Server and Configuration
Manager to get additional data about the calls.
Call Recording also provides direct support of Cisco Unified Communications
Manager (CUCM) as a third-party PBX on the Genesys Customer Interaction
Management Platform (CIM).
Finally, Genesys also supports recording via Stream Manager to create WAV files that can then be obtained by a third-party; however, Call Recording does not support this method, because it severely limits product functionality such as live monitoring, and provides no guarantee that the call will be recorded.
Active Recording of CUCM Integrated with Genesys CIM
47
Figure 13: Active Recording of CUCM integrated with Genesys CIM
In the Active (device based) recording method Genesys CIM calls with CUCM, the Genesys (CIM) is deployed with CUCM as an underlying PBX. In this
Genesys Quality Management 8.1
Chapter 5 Call Center Architectures Genesys Active Call Recording Architecture scenario, the Cisco T-Server also performs integration. In addition to connecting to CUCM, Call Recording directly communicates with the Cisco T-Server to get the call related data not available from the Cisco platform.
Enhanced Passive Recording EPR with Genesys CIM
Planning Guide
Figure 14: EPR with Genesys CIM
The EPR method on Genesys SIP Server tracks the SIP signaling protocol. The
Call Recording server monitors the SIP signaling and extracts information about calls currently in progress. This includes the terminal addresses of the parties involved in the call, and as a result, the recording server captures the RTP streams. Through the T-Library, Call Recording integrates with the SIP T-Server to retrieve data about agents, their interactions, and any attached data.
This method is highly dependent on the network infrastructure.
48
Chapter 5 Call Center Architectures
Avaya Integration
Avaya Integration
49
Figure 15: Avaya Architecture
Call Recording monitors phone activity. The AE server informs of any calls in progress and requests that the recorder's virtual device is added to a single step conference allowing the recorder to receive the RTP stream.
Genesys Quality Management 8.1
Chapter 5 Call Center Architectures Supported versions of the Avaya Platform
Supported versions of the Avaya Platform
GQM provides the following support for Avaya Aura (CM, AES).
Full Support: 5.2, 6.0, 6.1, 6.2
Limited Support: N/A
Not Supported: Below 5.2
Planning Guide 50
Chapter 5 Call Center Architectures Avaya Integration with Genesys CIM
Avaya Integration with Genesys CIM
Figure 16: Integration with Genesys CIM
The Genesys Integration Module (GIM) is a basic Genesys CIM integration module that provides information about agents and other attached data from CIM
T-Server to Call Recording. This attached data can then be used in searches for call recording.
51 Genesys Quality Management 8.1
Chapter 5 Call Center Architectures Cisco Call Recording Architecture
Cisco Call Recording Architecture
This section describes the various methods of recording Cisco.
The oldest method is Passive SPAN based recording.This is still an option for the following cases: l l
Recording during SRST mode (SCCP or SIP sniffer).
Recording on a SIP trunk without active CTI control.
The Passive recording method relies on capturing the Skinny SCCP signaling but is not capable of detecting more complicated call scenarios, for example, conferences.
Passive Recording with JTAPI signaling is an improved version of the passive recording. Using JTAPIsignaling ensures that all the scenarios listed in
Supported Call Scenarios for Recording
are captured. It is useful for installations that cannot be recorded actively, for example, installations that have phones that do not support silent monitoring, that is, phones that do not have a built in bridge.
Active recording with JTAPI offers the most available functionality and reliability on a Cisco platform, and is recommended where possible.
Planning Guide 52
Chapter 5 Call Center Architectures Cisco Call Recording Architecture
Supported Versions of CUCM Skinny (SCCP) and JTAPI
GQM provides the following support for CUCM Skinny (SCCP) and JTAPI.
Full Support: CUCM 7.1, CUCM 8.0, CUCM 8.5, CUCM 8.6.
Limited Support: 2.3 (CUCM 4.3), 3.1 (CUCM 5.1), CUCM 6.0, CUCM6.1,
CUCM 7.0.
Not Supported: 2.0 (CUCM 4.0), 2.1 (CUCM 4.1), 2.2 (CUCM4.2), 3.0 (CUCM
5.0).
53 Genesys Quality Management 8.1
Chapter 5 Call Center Architectures
Passive SPAN Based Recording
Cisco Call Recording Architecture
Planning Guide
Figure 17: Passive Recording
Passive recording is the old approach to call recording in an IP PBX that does not require direct support from the IP PBX. It is suitable for older installations running
CUCM 6 and below.
Passive recording of voice calls basically means capturing and interpreting a telephony signaling protocol, interpreting call events and based on them capturing the voice traffic as it flows between the IP endpoints. No direct interaction with a PBX or endpoints is necessary and thus no special support on the PBX side is required.
Passive recording works by connecting to the SPAN (Switched Port ANalyzer) port which allows Call Recording to monitor all network traffic and pick out only the VoIP traffic to record. Call Recording will "sniff" for signaling, and RTP (Real
Time Protocol) packets via the SPAN port. These packets are taken directly from the network flow based on the call’s header (sender, recipient and type of traffic).
Call Recording detects header information using a promiscuous network adapter on the recording server from a SPAN port on a network switch.
Since IPT communication happens in real-time, capturing the packets must be real-time as well. The captured packets are stored temporarily and processed after the call ends. The main challenge is the independence of UDP packets used
54
Chapter 5 Call Center Architectures Cisco Call Recording Architecture for transmission of data, every packet can utilize a different path from sender to recipient, so they may arrive out of sequence. So in very wide networks, the passive recording system must monitor every possible route of the packets.
There are two main ways to capture the RTP packets with the SPAN port. You can SPAN the VOIP Gateway port, giving you all the in/out bound traffic. This offers one point of contact for recording. However this method cannot capture internal, peer-to-peer (phone to phone) calls because the VOIP traffic is sent directly between the phones and doesn't flow through the gateway port.
The other method is to set up a VLAN (Virtual LAN) and include all the phones within the VLAN, then use a SPAN to monitor all the phones on that VLAN. This allows recording all in/out bound traffic and internal traffic. The disadvantage is that not all phones at all times are on the same VLAN, so multiple SPANs are often needed.
55 Genesys Quality Management 8.1
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Multi-site Passive Recording
Cisco Call Recording Architecture
Planning Guide
Figure 18: Multi-site Passive Recording with Replay Server
In a multi site deployment for Passive recording of Cisco because the signaling is only available at the SPAN port of each site you must have a recorder on each site. The media recorded is synchronized to a playback server. The recordings for all sites can be played back centrally using the playback server.
SPAN Limitations when using Skinny (SCCP): l l l l l l l
SPAN is difficult to configure.
Each site requires its own recorder.
Because the signaling is detected using Cisco Skinny Call Control Protocol
(SCCP) not all call scenarios are detected.
A replay server is required to listen calls from remote offices.
Monitoring applications have limited scalability
No call admission control or region-based codec negotiation.
Using SPAN puts an extra load on the switches.
56
Chapter 5 Call Center Architectures
Passive Recording with JTAPI Signaling
Cisco Call Recording Architecture
57
Figure 19: Passive Recording with JTAPI Signaling
Active detection of calls using JTAPI is an enhancement on the purely passive method of recording. Call events are provided by a CTI interface, voice media has to be captured from the network via a SPAN port . Active detection of calls requires interconnection with a softswitch, by utilizing a CTI protocol. Direct support on the softswitch is required to provide call events.
Advantages of Passive with JTAPI: l l
By using JTAPI signaling to detect the calls Call Recording can capture the
RTP streams for more complicated scenarios such as conferences, see
By using RSPAN and VLAN the RTPs can be directed to a switch in another location.
Disadvantages of Passive with JTAPI: l l
Using SPAN ports puts an extra load on the switches because all traffic has to be mirrored.
Branch offices running Call Manager Express only have Skinny signaling and do not use JTAPI so the types of call that can be recorded from these offices are limited.
Genesys Quality Management 8.1
Chapter 5 Call Center Architectures
Cisco Active Recording with JTAPI
Cisco Call Recording Architecture
Planning Guide
Figure 20: Cisco Active Recording
Active recording captures the call data and call stream through direct connection with the PBX platform. This means the signaling information cannot be lost, and you achieve nearly 100% capture reliability. In addition, other call data contained on the platform can be captured and stored in Call Recording.
Instead of monitoring the stream directly, as in Passive (SPAN) recording, Active recording is controlled through the Cisco Unified Communications Manager, which identifies the calls to be recorded according to recording profiles. When a call with a valid recording profile is detected, the voice stream is copied directly to the Call Recording recorder server. When the calls are decoded, they are immediately available within the Call Recording web based user interface. This recording method is also referred to by Cisco as ‘phone based media forking’ or
‘device based recording’. Active recording through the CUCM does not require the SPAN port to monitor network traffic and identify VoIP traffic. It does require configuration of systems options in the Cisco Unified Communications Manager.
This is detailed in the Pre-implementation Guide 8.1.5x, as well as the Cisco
Unified Communications Manager Features and Services Guide.
58
Chapter 5 Call Center Architectures Cisco Call Recording Architecture
59
Figure 21: Cisco Active Multi-site
Only Cisco 3G IP phones can be recorded through the Active recording method.
For an up-to-date list of all Cisco phones that support Active Recording see
Unified CM Silent Monitoring Recording Supported Device Matrix .
These IP phones must: l l l l l
Support Active Recording (silent monitoring).
Have their built-in bridge enabled.
Have the Automatic Call Recording Enabled option set in their line appearance.
Have a valid Recording Profile associated in their line appearance.
JTAPI signaling must be available.
Advantages of using Active recording: l l l l l l
Active recording is easy to administrate.
There is no need for each site to have it's own recorder.
There is no need for a replay server just to replay remote sites.
Active recording is adaptable to your network topology.
Because the PBX is aware of recording it can supply notification tones when legal compliance is required.
Active recording does not use SPAN ports and so frees resources for
Genesys Quality Management 8.1
Chapter 5 Call Center Architectures l network monitoring.
Active recording increases reliability and control.
Cisco Call Recording Architecture
Planning Guide 60
61
Chapter
6
Inputs for Calculating
Requirements
This chapter describes the types of information that you need to provide, to plan the recording solution for your contact center or office.
Important:
Your contact center's data collection requirements, data retention policy and storage estimation are a critical part of the solution design. Please ensure that the inputs you use in this section are as accurate as possible.
You must have the information outlined in the following sections to be able to calculate how much disk space is required to store the media that is recorded. It is far better to over estimate than to underestimate disk space. If you have insufficient storage then you will not be able to record calls after a period of time.
This chapter contains the following sections:
Call Recording License Requirements
Genesys Quality Management 8.1
Chapter 6 Inputs for Calculating Requirements Business Environment
Business Environment
The type of business you have is relevant because each industry has its own requirements for recording.
You may be compelled to record all calls and to comply with regulations for retention of the media, for example, in many countries all financial transactions have to be recorded stored for at least 7 years.
You may require the recordings for training and quality control purposes or to ensure that agents are representing your company properly.
Planning Guide 62
Chapter 6 Inputs for Calculating Requirements Business Environment
The Number of Sites
If not all the staff work in the same location then it is possible to record calls over multiple sites. It is important to understand the topography of your network and the signaling protocols available to provide the required events that Call
Recording requires detection and to record calls. It is also important that the recordings are available where your business needs them.
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Chapter 6 Inputs for Calculating Requirements Business Environment
The Number of Seats
The number of seats is the number of physical terminals where an agent can call or answer a call, usually with an agent desktop (computer). To calculate the maximum capacity and calls per hour we are only interested in the number of seats that you must record including any expected expansion.
We use the number of seats so that we can calculate the maximum capacity so that you have a sufficient number of recorded calls in your Call Recording License to record all the calls without losing any. Theoretically all agents on duty could be speaking at the same time; so unless you cater for all seats you could lose calls.
For a small call center (up to 100 agents), the following is true: number of seats = maximum number of concurrent calls
However, you may decide that less than 100% of your agents are likely to be calling at the same time, based on data from your contact center platform.
Planning Guide 64
Chapter 6 Inputs for Calculating Requirements Business Environment
The Number of Agents
This is the total number of agents. If you run a shift system you will have more agents than seats.
65 Genesys Quality Management 8.1
Chapter 6 Inputs for Calculating Requirements Business Environment
The Average Number of Working Hours per Day per Seat
This is the average total number of hours per day that the contact center operates for, not the number of hours that an individual agent works. For example, if the call center seats are occupied and therefore producing calls for 16 hrs a day, then the average number of working hours per day is 16, even if each agents only works for 8 hours a day. We are interested in the total number of calls per day.
If the number of hours varies then: average number of working hours per day = average number of hours per week / number of working days
Planning Guide 66
Chapter 6 Inputs for Calculating Requirements Business Environment
The Average Number of Working Days per Month
The average number of working days per month for the call center.
For example if you work 5 days a week all year ( 52 weeks) and he contact center closes on 15 days of National holidays that occur on working days then this is:
((5 * 52) -15) / 12 = 20.47 working days per month
.
If your call center works national holidays then the calculation is: (5 * 52) /
12 = 21.72 working days per month
.
67 Genesys Quality Management 8.1
Chapter 6 Inputs for Calculating Requirements Expected Load
Expected Load
The following sections explain how to calculate the expected load of the call centre.
Planning Guide 68
Chapter 6 Inputs for Calculating Requirements Expected Load
The Number of Calls Recorded per Day
If you have real data from your call center then use this. This information should be available from your contact center software. You need the number of calls recorded per day to plan for the amount of storage required for the media.
If you do not have real data to use then it is possible to provide a rough estimate of the calls per day using the Calls per day Estimator.
Storage required per day for calls is calculated as follows:
(the number of calls per day) * (the average length of call) * (multiplying factor for bitrate and media format)
If you are capturing screens then you must add this to the storage required.
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Chapter 6 Inputs for Calculating Requirements Expected Load
The Maximum Load
Maximum load occurs when the maximum possible number of available agents are engaged in calls. In a fully occupied contact center this will usually be close to the number of seats. For example, if you have 100 agent seats and at the peak all of the agents are engaged in calls then the maximum load is 100 concurrent calls.
Your call center software should be able to provide you with information on maximum load.
Planning Guide 70
Chapter 6 Inputs for Calculating Requirements Expected Load
The Average Call Length in Seconds
Your call center software should be able to provide a report of the average length of call. Be careful to exclude any data concerning calls that do not need to be recorded.
average length of call = total duration of calls in seconds / number of calls.
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Chapter 6 Inputs for Calculating Requirements Expected Load
Wrap-up (After Call Work)
Wrap-up or After Call Work is post-call clerical work which a contact center agent completes after the call has ended. This figure is important because all the time that an agent is performing after call work they cannot be on a call but you may wish to record screen captures.
Planning Guide 72
Chapter 6 Inputs for Calculating Requirements Expected Load
The Average Handle Time
The total amount of time from when the call starts until the agent wraps up including any hold time.
Figure 22: Average Handle Time
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Chapter 6 Inputs for Calculating Requirements Expected Load
Idle time
Idle time is any time when the agent is not calling or performing after call work.
Planning Guide 74
Chapter 6 Inputs for Calculating Requirements Media Storage
Media Storage
Media storage is one of the most important factors to plan because the media files accumulate rapidly and if you do not have any available storage then you cannot record any more media.
75 Genesys Quality Management 8.1
Chapter 6 Inputs for Calculating Requirements Media Storage
The Length of Time to Store Calls on the Recording Server
How long you need to store calls for depends on what sort of contact center you have and whether there are laws that mandate a certain length of storage.
If there are no laws that mandate how long the media must be stored then your company will have a policy on retention of records. You only need to store the media on the recorder server for the duration of time that you need to access the media quickly. You can archive, relocate or backup the media files and then delete them from the recorder server using the media lifecycle tools provided with
Call Recording.
Planning Guide 76
Chapter 6 Inputs for Calculating Requirements Media Storage
The Length of Time to Store Screen Captures on the Recording Server
The length of time you need to store screen captures is usually shorter than for calls.
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Chapter 6 Inputs for Calculating Requirements Media Storage
Percentage of Screens to Capture
You may not need to capture 100% of screens. To reduce the amount of media stored you can record just a representative percentage of screens (each captured screen is associated with a call). The percentage of screens recorded is set in the recording rules and itself is dependent on the percentage of calls recorded. For example, if you have 100 calls and you record 50% of all calls and record 20% of screens then you will record ten screens.
Planning Guide 78
Chapter 6 Inputs for Calculating Requirements Media Storage
Screen Resolution
The higher the screen resolution is, then the larger the media file for screen capture is. If the screens captured are low resolution then the media file is smaller. The bitrate is variable, because the capture technology uses MPEG compression technology. The more each screen capture differs from the previous screen capture then the larger each capture will be.
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Chapter 6 Inputs for Calculating Requirements Media Storage
MP4 Storage Calculation
video bitrate = Dx * Scale/100 * Dy * Scale/100 * FR * Q
Where: l l l l l
Dx is the X axis of the desktop size in pixels, for example, 1024.
Dy is the Y axis of the desktop size in pixels, for example, 768.
Scale is the scale of resulting video in % (default = 100; range 20 - 100).
FR is the video frame rate in frames per second, fps) (default =1; range 0.5 -
5).
Q is the quality coefficient (default = 0.25; max = 0.5, high = 0.25; medium =
0.2; low = 0.125).
audio bitrate = MP3 bitrate (24 kbps)or 32 kbps for wav.
MP4 bitrate = video bitrate + audio bitrate.
MP4 size = (video length * video bitrate + audio length * audio bitrate) * (1 + overhead)
... where the overhead coefficient is about 0.002% of the MP4 size.
Planning Guide 80
Chapter 6 Inputs for Calculating Requirements Call Recording License Requirements
Call Recording License Requirements
To operate your GQM you must have sufficient
Registered Terminals
,
Recorded Calls
and
Concurrent Screens
attributes in your license.
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Chapter 6 Inputs for Calculating Requirements Call Recording License Requirements
Registered Terminals
For Cisco JTAPI there must be sufficient
Registered Terminals
in the Call
Recording License for every recorded agent seat. If you have 100 agents and a license with only 50 agent seats then Call Recording will only register a maximum of 50 agents.
If you are not using Cisco JTAPI then
Registered Terminals
does not apply.
Planning Guide 82
Chapter 6 Inputs for Calculating Requirements Call Recording License Requirements
Concurrent Calls
Concurrent calls are the number of observed terminals. To ensure that all seats are observed the number of concurrent calls should be the same as the total number of seats.
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Chapter 6 Inputs for Calculating Requirements Call Recording License Requirements
Concurrent Screens
This is the maximum number of screens that can be recorded at once.
Planning Guide 84
Chapter 6 Inputs for Calculating Requirements Call Recording License Requirements
Recorded Calls
It is important that the Call Recording Licence properties have sufficient
Recorded calls
to record all the agents that need to be recorded. If you have 100 agents and a license with only 50 recorded calls then Call Recording will only record a maximum of 50 agents at one time.
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Chapter 6 Inputs for Calculating Requirements Call Recording License Requirements
Planning Guide 86
87
Chapter
7
Planning Hardware
Requirements
In the sections that follow, there are examples of the components and hardware requirements for different sizes of call recording solutions. However, critical factors related to network and I/O conditions are examined first.
This chapter contains the following sections:
Recommendations for All Configurations
Record up to 50 Concurrent Calls - Call Recording Only
Record up to 100 Concurrent Calls - Call Recording Only
Record up to 100 Concurrent Calls - Call Recording and Quality Manager
Record up to 250 Concurrent Calls - Call Recording Only
Record up to 250 Concurrent Calls - Call Recording and Quality Manager
Record up to 400 Concurrent Calls - Call Recording Only
Record up to 400 Concurrent Calls - Call Recording and Quality Manager
Additional Screen Capture Requirements
Modular Solution for 1000 Concurrent Calls
Genesys Quality Management 8.1
Chapter 7 Planning Hardware Requirements IOPS
IOPS
A very important parameter in GQM storage performance is Input/Output
Operations Per Second (IOPS).
Recording is the most demanding operation for storage systems in GQM.
Recording storage should always be independent from other storage if the IOPS limit is being approached.
Each call recording requires around 4 IOPS, so for 500 concurrent calls this is around 2000 IOPS.
The Decoder requires 3 I/O operations during operation, while a local database and Screen Capture add further I/O operations.
The GQM database is very demanding on both storage and CPU capacity, particularly if Quality Manager is installed and is heavily used for evaluations. We recommend that for large installations, the database should be running on a separate server.
Typical IOPS values for current HDD drives are as follows - only fast SAS drives should be considered for call recording storage.
7,200 rpm SATA drives HDD ~75-100 IOPS[2] SATA 3 Gb/s
10,000 rpm SATA drives HDD ~125-150 IOPS[2] SATA 3 Gbit/s
10,000 rpm SAS drives HDD ~140 IOPS [2] SAS
15,000 rpm SAS drives HDD ~175-210 IOPS [2] SAS
Solid State Drives (SSD) offer much higher IOPS performance, so are an ideal candidate for the role as a call recording cache (short term storage, before calls are archived to permanent storage consisting of slower HDD drives).
Planning Guide 88
Chapter 7 Planning Hardware Requirements Network Requirements
Network Requirements
The following factors are critical in determining the response and quality of an IPbased call recording system:
Latency: Latency is a measure of time delay experienced in a system.
Jitter: Jitter is the variability over time of the packet latency across a network.
Bandwidth: Bandwidth is rate of data transfer, bit rate or throughput, measured
in bits per second (bps).
Network throughput in a multi-server environment is essential, particularly where the NFS (Network File System) is used. Network throughput is characterized by a combination of the bandwidth - usually 100 Mbit/sec or 1 Gbit/sec - and the latency. Higher jitter factors, where in the worst case packets are lost during transit, also negatively affect the throughput.
Resources shared between servers can also affect throughput, such as: l l l
A decoder loading recorded calls over the network
SQL queries and result sets
Call data in transit to network storage
Taking these examples, we will look at how network throughput can be affected in each case.
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Chapter 7 Planning Hardware Requirements Network Requirements
NFS Performance
NFS performance degradation is caused by the following: l l l l
Network connection speed much lower than the local disk connection
(SAS has 3-6 Gbits / sec).
No caching (the file being loaded over the network could be modified any time by another process).
Network latency being much higher than local latency (all switches / routers on the way, and so on).
Network overhead being much higher than local transfer. The worst case is transferring a large number of small files.
Planning Guide 90
Chapter 7 Planning Hardware Requirements Network Requirements
Database Performance
Database performance is dependent on the distribution of CPU, RAM and storage: l
Small database queries (SQL Selects) produce potentially huge results, which need to be transferred across the network.
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Call Data
l l
Calls that are delivered to recorders over the same network interface reduce the network bandwidth available for other network services.
There is always a tradeoff between sharing resources (CPU, RAM, storage) and limitations imposed by the network.
In summary, it is beneficial to ensure that a multi-server implementation shares resources and distributes load (to obtain more CPU horsepower, for example), but this is dependent on the servers being connected to a network that is fast enough to deliver data without allowing servers to enter an idle state, waiting for further tasks.
Planning Guide 92
Chapter 7 Planning Hardware Requirements Call Scenarios
Call Scenarios
In the following scenarios, Call Recording services are referred to by the following acronyms: l l l l l l l l l l l
RMI: Remote Method Invocation. The RMI is used to communicate between
modules.
CONFIG: The Configuration Manager.
CORE: The central Call Recording control module.
RS: SPAN recorder.
SLR: Active recorder.
DECODER: decoder server.
CC IM: Contact Center Integration Module, for example, and Genesys CIM.
TOOLS
: Media Lifecycle Management tools, for example, the Archive utility.
WEB UI
: Call Recording Web-based user/administration interface.
DATABASE
: The main call information database.
RTS
: Real-time protocol sniffer (for example, JTAPI, SIP, Skinny).
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Chapter 7 Planning Hardware Requirements Recommendations for All Configurations
Recommendations for All Configurations
If a server with CentOS or RedHat 32 bit has more than 4 GB RAM, make sure that the Physical Address Extension (PAE) enabled kernel is installed.
If the storage system causes a bottleneck in Call Recording performance, especially during peak hours, use a fast SLC SSD as a write through cache where the recorded files are stored in addition to the slower permanent storage
(based on HDD).
The size of the SSD cache should be at least as large as the amount of data recorded during the peak hours of one business day.
Planning Guide 94
Chapter 7 Planning Hardware Requirements Record up to 50 Concurrent Calls - Call Recording Only
Record up to 50 Concurrent Calls - Call
Recording Only
The recommended server hardware configuration for 50 concurrent calls is as follows:
Running Services:
Call Recording Only - 50 Calls
RMI, CONFIG,CORE, RS/SLR, DECODER, CC IM, TOOLS, WEB
UI, DATABASE, RTS
CPU
RAM
Dual core (Intel CORE2) processor 2.0Ghz or better
4 GB RAM minimum
HDD
Network Cards
2x Drives RAID 1, 7,200 rpm (approximately 200 IOPS required)
2x 100 Mb Ethernet minimum for Passive recording
1x 100 Mb Ethernet minimum for Active recording
Storage Example
Average length of calls
Average handle time
Maximum concurrent calls
Number of calls a day
Percentage of calls recorded
Storage required for one month of mp3 media
Storage required for 12 months of mp3 media
180 seconds
270 seconds ( 90 seconds After Call Work)
50
4800 for an 8 hour day
100%
86 GB + 20GB for system
1 TB +20 GB for system
Table 3: Up to 50 Concurrent Calls
95 Genesys Quality Management 8.1
Chapter 7 Planning Hardware Requirements Record up to 100 Concurrent Calls - Call Recording Only
Record up to 100 Concurrent Calls - Call
Recording Only
The recommended server hardware configuration is as follows:
Running Services:
CPU
Call Recording Only - 100 Calls
RMI, CONFIG, CORE, RS/SLR, DECODER, CC IM, TOOLS, WEB
UI, DATABASE, RTS
Quad core (Intel CORE2) 2.0Ghz or better
RAM
HDD
Network Cards
4 GB Minimum, 8 GB Recommended
4x 10,000 rpm Hard Drive, RAID 10 (approximately 400 IOPS required)
2x 100 Mb Ethernet minimum for Passive recording
1x 100 Mb Ethernet minimum for Active recording
Storage Example
Average length of calls
Average handle time
Maximum concurrent calls
Number of calls a day
180 seconds ( 3 minutes)
270 seconds
100
9600 for an 8 hour day
Storage required for one month of mp3 media
Storage required for 12 months of mp3 media
180 GB + 20GB for system
2.2 TB + 20 GB for system
Table 4: 100 Concurrent Calls - Call Recording only
Planning Guide 96
Chapter 7 Planning Hardware Requirements Record up to 100 Concurrent Calls - Call Recording and Quality
Record up to 100 Concurrent Calls - Call
Recording and Quality Manager
This scenario assumes that there will be around 10 supervisors (one supervisor to every ten agents) accessing Quality Manager simultaneously. The recommended server hardware configuration is as follows:
Running Services:
CPU
Call Recording and Quality Management (Quality Manager) - 100 Calls
RMI, CONFIG,CORE, RS/SLR, DECODER, CC IM, TOOLS, WEB
UI, DATABASE, RTS
Intel Quad Core 55XX 2.0Ghz or better (4 Cores)
RAM
HDD
Network Cards
16GB RAM
4x RAID 10, 10,000 rpm Hard Drive
2x 100 Mb Ethernet minimum for Passive recording
1x 100 Mb Ethernet minimum for Active recording
Storage Example
Average length of calls
Average handle time
180 (3 min)
270 seconds (4.5 minutes)
Maximum concurrent calls
Number of calls a day
Storage required for one month of mp3 media
Storage required for 12 months of mp3 media
100
9600
180 GB + 20GB for System
2.2 TB + 20GB for System
Storage required for Quality
Manager Database
20 GB
Table 5: 100 Concurrent Calls - Call Recording + Quality Manager
97 Genesys Quality Management 8.1
Chapter 7 Planning Hardware Requirements Record up to 250 Concurrent Calls - Call Recording Only
Record up to 250 Concurrent Calls - Call
Recording Only
The recommended server hardware configuration is as follows:
Running Services:
CPU
Call Recording Only - 250 Calls
RMI, CONFIG,CORE, RS/SLR, RTS, DECODER, CC IM, TOOLS,
WEB UI, DATABASE
Intel Quad Core 55XX 2.3 Ghz or better
RAM
HDD
8 GB Minimum
Two options for recording cache (approx 1000 IOPS required):
1. SSD having a total minimum 1,000 IOPS using 4 kB blocks
2. 4x SAS 10,000 rpm for RAID 10 partition with write cache enabled to decrease HDD IOPS
Dedicated HDD for permanent storage: 4 x 7200 rpm for RAID 10
2x 1 Gigabit Ethernet Network Cards
Storage Example
Average length of calls
Average handle time
Maximum concurrent calls
Number of calls a day
Percentage of calls recorded
Storage required for one month of mp3 media
Storage required for 12 months of mp3 media
180 seconds
270 seconds
250
24,000 for an 8 hour day
100%
450 GB + 20GB for system
5.4 TB + 20GB for system
Table 6: 250 calls, Call Recording only
Planning Guide 98
Chapter 7 Planning Hardware Requirements Record up to 250 Concurrent Calls - Call Recording and Quality
Record up to 250 Concurrent Calls - Call
Recording and Quality Manager
This scenario assumes that there will be around 25 supervisors (one supervisor to every ten agents) accessing Quality Manager simultaneously. This solution requires two servers: l l
Server 1: Call Recording recording and decoding modules
Server 2: Quality Manager including database, MLM Tools and Call
Recording Web GUI
The recommended server hardware configuration is as follows:
Running Services:
Server 1: Call Recording - 250 Calls
RMI, CONFIG,CORE, RS/SLR, RTS, DECODER, CC IM
CPU
RAM
Intel Quad Core 55XX 2.3 Ghz or better
8 GB Minimum, 16 GB Recommended (If Scorecard is used heavily, add more
RAM (to 32 GB) and allow PostgreSQL to use more RAM)
HDD Two options for recording cache (approx 1000 IOPS required for recording, additional IOPS produced by Scorecard)
1.SSD having a total minimum 1,000 IOPS using 4 kB blocks
2. 4x SAS 10,000 rpm for RAID 10 partition with write cache enabled to decrease HDD IOPS
Additional HDD requirements are produced in relation to how heavily (and when
- if off peak or during peak hours) Quality Manager is used.
If more concurrent users use Quality Manager, it is recommended to deploy the database on a separate HDD.
Dedicated HDD for permanent storage: 4 x 7,200 rpm for RAID 10
2x 1 Gigabit Ethernet Network Cards
Storage Example
Average length of calls
Average handle time
180 seconds
270 seconds
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Maximum concurrent calls
Number of calls a day
Server 1: Call Recording - 250 Calls
250
24,000 for an 8 hour day
Percentage of calls recorded
Storage required for one month of mp3 media
100%
450 GB + 20GB for system
Storage required for 12 months of mp3 media
5.4 TB + 20GB for system
Table 7: Server 1 for 250 calls, Call Recording and Quality Manager
Running Services:
Server 2: Quality Management (Quality Manager)
RMI, TOOLS, WEB UI, DATABASE
CPU
RAM
Intel Quad Core 55XX 2.0Ghz or better
32 GB RAM
HDD Fast storage: 4 x 10,000 rpm for RAID 10
Storage required for Quality Manager Database 200 GB to support external data.
Table 8: Server 2 for 250 calls, Call Recording and Quality Manager
Planning Guide 100
Chapter 7 Planning Hardware Requirements Record up to 400 Concurrent Calls - Call Recording Only
Record up to 400 Concurrent Calls - Call
Recording Only
The recommended server hardware configuration is as follows:
Running Services:
CPU
Call Recording Only - 400 Calls
RMI, CONFIG,CORE, RS/SLR, RTS, DECODER, CC IM, TOOLS, WEB
UI, DATABASE
Intel 8 Core XEON (or dual socket Intel XEON Quad Core) 2.3 Ghz or better
RAM
HDD
16 GB Minimum
Two options for recording cache (approx 2000 IOPS required by recording in peaks):
1. SSD having as a total minimum 2,000 IOPS.
2. 4x SAS 15,000 rpm for RAID 10 partition with write cache enabled to decrease HDD IOPS to acceptable levels or combination of both as a ideal candidate: SSD as a fast write through cache and HDD RAID 10 as a permanent storage.
2x 1 Gigabit Ethernet Network Cards
Storage Example
Average length of calls
Average handle time
Maximum concurrent calls 400
Number of calls a day 38,400 for an 8 hour day
Percentage of calls recorded
100%
Storage required for one month of mp3 media
Storage required for 12 months of mp3 media
180 seconds
270 seconds
720 GB + 20GB for system
8.8TB + 20GB for system
Table 9: 500 calls, Call Recording only
101 Genesys Quality Management 8.1
Chapter 7 Planning Hardware Requirements Record up to 400 Concurrent Calls - Call Recording and Quality
Record up to 400 Concurrent Calls - Call
Recording and Quality Manager
This scenario assumes that there will be around 50 supervisors (one supervisor to every ten agents) accessing Quality Manager simultaneously. This scenario requires two servers: l l
Server 1: Call Recording recording and decoding modules
Server 2: Quality Manager including database, MLM Tools and Call
Recording Web GUI
The recommended server hardware configuration is as follows:
Running Services:
Server 1: Call Recording - 400 Calls
RMI, CONFIG,CORE, RS/SLR, RTS, DECODER, CC IM
CPU
RAM
Intel 8 Core XEON (or dual socket Intel XEON Quad Core) 2.3 Ghz or better
16 GB Minimum
HDD Two options for recording cache (approx 2000 IOPS required by recording in peaks):
1. SSD having as a total minimum 2,000 IOPS.
2. 4x SAS 15,000 rpm for RAID 10 partition with write cache enabled to decrease HDD IOPS to acceptable levels or combination of both as a ideal candidate: SSD as a fast write through cache and HDD RAID 10 as a permanent storage.
2x 1 Gigabit Ethernet Network Cards
Storage Example
Average length of calls 180 seconds
Average handle time 270 seconds
Maximum concurrent calls 400
Number of calls a day
Percentage of calls
38,400 for an 8 hour day
100%
Planning Guide 102
Chapter 7 Planning Hardware Requirements Record up to 400 Concurrent Calls - Call Recording and Quality
Server 1: Call Recording - 400 Calls
recorded
Storage required for one month of mp3 media
720 GB + 20GB for system
Storage required for 12 months of mp3 media
8.8 TB + 20GB for system
Table 10: Server 1 for 500 calls, Call Recording and Quality Manager
Running Services:
Server 2: Quality Management (Quality Manager)
RMI, TOOLS, WEB UI, DATABASE
CPU
RAM
Intel XEON Quad Core 2 Ghz or better
32 GB RAM
HDD Fast storage: 4 x 10,000 rpm for RAID 10
Storage required for Quality Manager Database 400 GB to support external data.
Table 11: Server 2 for 500 calls, Call Recording and Quality Manager
103 Genesys Quality Management 8.1
Chapter 7 Planning Hardware Requirements Additional Screen Capture Requirements
Additional Screen Capture Requirements
Screen Capture deployments will require the following hardware specifications in addition to the Call Recording or Call Recording+ Quality Manager scenarios outlined earlier.
The following figures are calculated using the assumption that the estimated bandwidth required for one Screen Capture session is 400kbits/s.
ScreenREC Sessions CPU
Up to 500
MEM
1x Quad (2.5GHz+) 8GB RAM
HDD
2xHDD [RAID 1]
Up to 1000 2x Quad (2.5GHz+) 8GB RAM 4xHDD [RAID 10]
Table 12: Additional requirements for Screen Capture
Planning Guide 104
Chapter 7 Planning Hardware Requirements Modular Solution for 1000 Concurrent Calls
Modular Solution for 1000 Concurrent
Calls
This scenario distributes Call Recording, Quality Manager and Screen Capture modules (if required) between four or five servers, which have a similar hardware configuration, differing only in allocated RAM. It is assumed that active recording will be implemented: l l l l l
Server 1: Config, Call Recording Core, Decoder, Active Recorder
Server 2: Slave Decoder, Active Recorder
Server 3: Slave Decoder, Active Recorder
Server 4: Web Server including Quality Manager, Database, MLM Tools. If
Quality Manager is not required, only half the RAM is needed.
Server 5: Screen Capture Media Upload Server
The recommended server hardware configuration for these servers is as follows:
Server 1: Main Recorder / Decoder
Running Services: RMI, CONFIG,CORE, SLR, DECODER
CPU Intel XEON Quad Core E55XX 2.3 Ghz or better
16 GB RAM
RAM
HDD Fast storage: 4 x 10,000 rpm for RAID 10
Table 13: Server 1 for 1000 Concurrent Calls
Running Services:
Servers 2 and 3: Slave Recorder / Decoder
RMI, SLR, DECODER
CPU Intel XEON Quad Core E55XX 2.3 Ghz or better
8 GB RAM
RAM
HDD Fast storage: 4 x 10,000 rpm for RAID 10
Table 14: Servers 2 and 3 for 1000 Concurrent Calls
105 Genesys Quality Management 8.1
Chapter 7 Planning Hardware Requirements Modular Solution for 1000 Concurrent Calls
RAM
HDD
Server 4: Web Server, Database, Tools
Running Services: RMI, DATABASE, WEB, TOOLS
CPU
Intel XEON Quad Core E55XX 2.3 Ghz or better
32 GB RAM
Fast storage: 4 x 10,000 rpm for RAID 10
Table 15: Server 4 for 1000 Concurrent Calls
Server 5: Screen Capture
Running Services: RMI, Screen Capture
CPU Intel XEON Quad Core E55XX 2.3 Ghz or better
8 GB RAM
RAM
HDD Fast storage: 4 x 10,000 rpm for RAID 10
Table 16: Server 5 for 1000 Concurrent Calls
The overall recording parameters and storage requirements for this configuration are in the table below.
Recording Parameters
Average length of calls
Average handle time
180 seconds
270 seconds
Maximum concurrent calls
Number of calls a day
Percentage of calls recorded
1000
96,000 for an 8 hour day
100%
Storage required for one month of mp3 media 1.8 TB + 20GB for system
Storage required for 12 months of mp3 media 22 TB + 20GB for system
Table 17: Recording Parameters for 1000 calls
Planning Guide 106
107
Chapter
8
Hardware Platforms and
Sizes
This section deals with examples of servers that are available from several manufacturers that are available for your recording needs.
This chapter contains the following sections:
Genesys Quality Management 8.1
Chapter 8 Hardware Platforms and Sizes
Sizes
Sizes
Planning Guide 108
Chapter 8 Hardware Platforms and Sizes
Small
Small/remote sites (up to 100 calls)
Distributed deployments – servers without storage (RS, DS, RTS)
Sizes
109 Genesys Quality Management 8.1
Chapter 8 Hardware Platforms and Sizes
Medium
Medium size sites (up to 250 calls) – 2 servers
Distributed deployments – higher processing power demands – DS
Sizes
Planning Guide 110
Chapter 8 Hardware Platforms and Sizes
Large
DB and Storage for Replay Server
Difference with Medium size server is just disk space (and/or SAN/NAS)
Sizes
111 Genesys Quality Management 8.1
Chapter 8 Hardware Platforms and Sizes Hardware Platforms
Hardware Platforms
HP
Small Medium Large
ProLiant DL320 G6 ProLiant DL360 G7 ProLiant DL380
G7 + StorageWorks
D2600/D2700
IBM IBM x3250 M3 IBM x3550 M3 IBM x3550 M3 + Storage DS3500
DELL PowerEdge R310 PowerEdge R510 PowerEdge R710
+ PowerVault MD3200
Table 18: Hardware Platforms
Planning Guide 112
Chapter 8 Hardware Platforms and Sizes HP Details
HP Details
Small server - ProLiant DL320 G6 l l l
Max. 1 CPU (2 or 4 core), max. 96GB RAM
2 NIC, 2 expansion slots
Up to 4 LFF or 8 SFF SAS/SATA/SSD disks - up to 2.4TB – RAID10 with
600GB HDDs
Medium server - ProLiant DL360 G7 l l l
Max. 2 CPU (2, 4 or 6 core), max. 192GB RAM
2 NIC, 2 expansion slots
Up to 8 SFF SAS/SATA/SSD disks - up to 2.4TB – RAID10 with 600GB
HDDs
Large server - ProLiant DL380 G7 l l l
Max. 2 CPU (2, 4 or 6 core), max. 192GB RAM
2 NIC, 6 expansion slots
Up to 16 SFF SAS/SATA/SSD disks (with optional 2nd drive cage) - up to
8.4TB – RAID5 with 600GB HDDs, but external NAS/SAN storage recommended.
113 Genesys Quality Management 8.1
Chapter 8 Hardware Platforms and Sizes IBM Details
IBM Details
Small server – IBM System x3250 M3 l l l
Max. 1 CPU (2 or 4 core), max. 32GB RAM
2 NIC, 2 expansion slots
Up to 2 LFF or 4 SFF SAS/SATA/SSD disks - up to 1.2TB – RAID10 with
600GB HDDs
Medium server - IBM System x3550 M3 l l l
Max. 2 CPU (2, 4 or 6 core), max. 192GB RAM
2 NIC, 2 expansion slots
Up to 8 SFF SAS/SATA/SSD disks - up to 2.4TB – RAID10 with 600GB
HDDs
Large server - IBM System x3630 M3 l l l
Max. 2 CPU (2, 4 or 6 core), max. 96GB RAM
2 NIC, 3 expansion slots
Up to 24 SFF SAS/SATA/SSD disks - up to 11TB – RAID5 with 500GB
HDDs, but external NAS/SAN storage recommended
Planning Guide 114
Chapter 8 Hardware Platforms and Sizes Dell Details
Dell Details
Small server – PowerEdge R310 l l l
Max. 1 CPU (2 or 4 core), max. 32GB RAM
2 NIC, 2 expansion slots
Up to 4 LFF/SFF SAS/SATA/SSD disks - up to 1.2TB – RAID10 with 600GB
HDDs
Medium server - PowerEdge R510 l l l
Max. 2 CPU (4 or 6 core), max. 128GB RAM
2 NIC, 4 expansion slots
Up to 14 SFF SAS/SATA/SSD disks - up to 7.2TB – RAID5 with 600GB
HDDs
Large server – PowerEdge R710 l l l
Max. 2 CPU (4 or 6 core), max. 192GB RAM
2 NIC, 4 expansion slots
Up to 8 SFF SAS/SATA/SSD disks - up to 2.4TB – RAID10 with 600GB
HDDs, but external NAS/SAN storage recommended.
115 Genesys Quality Management 8.1
Chapter 8 Hardware Platforms and Sizes Dell Details
Planning Guide 116
Chapter
9
Request Technical Support
Technical Support from VARs
If you have purchased support from a value-added reseller (VAR), contact the
VAR for technical support.
Technical Support from Genesys
If you have purchased support directly from Genesys, please contact http://genesyslab.com/support/contact Genesys Technical Support.
117 Genesys Quality Management 8.1
Chapter 9 Request Technical Support
Planning Guide 118
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Key features
Call Recording
Quality Management
Genesys CIM integration
Cisco CUCM integration
Avaya integration
System planning
Hardware sizing
Network requirements
Frequently asked questions
Genesys Quality Management 8.1 runs on RedHat Enterprise Linux 6.2 32-bit operating systems only.
The recommended browsers are Google Chrome, Internet Explorer 9, Internet Explorer 8 with Google Chrome Frame plugin, Internet Explorer 7 with Google Chrome Frame plugin, Firefox 3.6.16+, Opera 9+, Safari 5.
Genesys Quality Management 8.1 supports the following signaling protocols: Genesys Platform SDK TLib, JTAPI, Cisco SCCP, Avaya JTAPI and DMCC, Generic SIP.
Genesys Quality Management 8.1 provides full support for Genesys CIM versions 7.6, 8.0, and 8.1. Limited support is available for version 7.5. Versions below 7.5 are not supported.
Genesys Quality Management 8.1 provides full support for Avaya Aura (CM, AES) versions 5.2, 6.0, 6.1, and 6.2. Versions below 5.2 are not supported.
Genesys Quality Management 8.1 provides full support for CUCM 7.1, CUCM 8.0, CUCM 8.5, and CUCM 8.6. Limited support is available for 2.3 (CUCM 4.3), 3.1 (CUCM 5.1), CUCM 6.0, CUCM 6.1, and CUCM 7.0. Versions 2.0 (CUCM 4.0), 2.1 (CUCM 4.1), 2.2 (CUCM 4.2), and 3.0 (CUCM 5.0) are not supported.
