Standard architectures

The following table shows the target number of simultaneous agents for the standard architectures as well as the lowest and highest values for typical configurations.

  From Target Up to Type
Architecture #1 170 190 650 Single server
Architecture #2 300 340 1000 Single server
Architecture #3 300 340 1000 Redundant (MS Clustering)
Architecture #4 600 700 1900 Redundant (MS Clustering)
Architecture #5 850 1000 2200 Redundant (load balancing)
  Number of simultaneous agents  

 

Additionally, a reference architecture targeted for 3.000 agent positions is available in order to show the scaling linearity of the solution. 

 

If the client opts for a redundant architecture but wants to use all the servers disabling redundancy for a given moment (a holiday campaign where full thrust is needed, for e.g.), the standard architectures can provide the following capacity:

  From Target Up to
Architecture #3 600 700 1900
Architecture #4 730 730 2800
Architecture #5 1400 1600 3100
  Number of simultaneous agents

 

 

The target values presented have the following licensing configuration:

Scenario

  • Simultaneous agents:
    • Inbound: 50%
    • Outbound power/preview: 50%
  • 1 supervisor per 25 agents
  • Queue size: 100% of inbound calls
  • Features:
    • 100% Voice recording (G.729)
    • 0% Screen recording
  • Calls
    • Average duration: 3 minutes
    • Outbound success rate: 30%
    • Outbound no answer timetout: 30 secs.
Note: Screen recording was not considered in any scenario. Changes in licensing/features configuration impacts on the amount of supported simultaneous agents.
Note: OneSetup checks the system for required windows components and installs them if needed ( e.g.: .NET framework).

 

 

The standard architectures capacity was calculated considering the following hardware configuration:

Hardware

  • CPU:
    • Intel Xeon Processor E5-2670 v2 2.5GHz
    • 1 CPU for the first architecture and 2 for all other configurations
  • RAM:
    • Ranging from 16GB to 32 GB
  • Disks:
    • SAS 15k in RAID1, 10 or 5
Note: In some cases higher CPUs means more capacity for the same number of servers.

 

Non-redundant architecture targeted for 190/340 agents

The architecture targeted for 190/340 agents (depending on CPU) and non-redundant has only 1 server running OneContact and the MS SQL Server. For scenarios with mail, the customer needs to provide an IMAP/SMTP URL in order to receive, send and store emails.

The connection to PSTN can be done directly via a SIP trunk to an operator of by a SIP gateway that converts IP (OneContact side) into TDM technology.

The following picture has an overview of the architecture for this scenario and the next picture is the infra-structure required for the e-mail scenario.

190340.png

 

Requirements

In order to clarify the hardware requirements for the solution, the following table summarizes the main components and quantities needed. Some of the requirements are in the General Requirements section.

The following tables represent the configurations for 190 and 340 agents respectively.

Components list
Components Qt.
OneContact stand-alone servers (1 CPU) 1
Agent's PCs 190
Supervisor's PCs 8
Headsets + USB adapters 198

 

Components list
Components Qt.
OneContact stand-alone servers (1 CPU) 1
Agent's PCs 340
Supervisor's PCs 14
Headsets + USB adapters 354
Note: In order to estimate disk space for databases and recordings, please refer to Storage calculation.

 

OneContact stand-alone server

Recommended hardware

  • 1 or 2 CPUs Intel Xeon Processor E5-2670 v2 2.5 GHz (equivalent or higher)
  • 24 GB of RAM
  • 2 Disks of 146GB 15K SAS (minimum for OS in RAID 1)
  • 2 Disks of 146GB 15K SAS (minimum for Database in RAID 1)
  • “n” disks for recording (please refer to storage calculation)
  • 1 Network interface cards
  • Redundant fan (recommended)
  • Redundant power supplies (recommended)

 

Software Requirements

  • Microsoft Windows Server 2016 Standard (English version)
  • Microsoft SQL Server 2016/2017 Standard Edition or Enterprise Edition:
    • Server collation = Latin1_General_CI_AS
    • Database services
      • Data files, replication, full text search, shared tools
    • Reporting services
      • Report manager, shared tools, analysis services
    • Notification services
      • Engine components, client components
    • Integration services
    • Client components
      • Connectivity components, management tools, business intelligence development studio

 

 

 

Redundant architecture targeted for 340 agents

The redundant architecture is targeted for 340 agents and has a Microsoft Cluster composed by has 2 servers running OneContact and the MS SQL Server.

The connection to PSTN can be done directly via a SIP trunk to an operator of by a SIP gateway that converts IP (OneContact side) into TDM technology.

In this cluster all the services will be running in OC_Srv. In case of failure the OC_Srv2 will automatically take it from there allowing the call center to continue working at full thrust. The two servers share the same storage so that the data can be accessed from all of them.

The following picture has an overview of the architecture for this scenario. For scenarios with mail, the customer needs to provide an IMAP/SMTP URL and the solution adopted in the previous scenario.

340.png

 

Max Capacity without Redundancy

If the client opts for a redundant architecture but wants to use all the servers, the solution can achieve the number of simultaneous agents depicted in the table.

 

  From Target Up to Type
Architecture #3 600 700 1900 Redundant 
  Number of simultaneous Agents  

 

 

Requirements

In order to clarify the hardware requirements for the solution, the following table summarizes the main components and quantities needed. Some of the requirements are in the General Requirements section.

 

Components list
Components Qt.
OneContact cluster servers 2
Shared storage solution 1
Disks for the shared storage solution 2+
Agent's PCs 340
Supervisor's PCs 14
Headsets + USB adapters 354
Note: In order to estimate disk space for databases and recordings, please refer to Storage calculation.

 

OneContact – cluster servers (2 Servers)

Recommended hardware

  • 2 E5-2670 v2 2.5 GHz or higher
  • 32 GB of RAM
  • 2 x 146GB HDD 15K SAS (minimum for OS in RAID 1)
  • 1 network interface
  • 1 heartbeat network interface
  • 1 shared storage network interface
  • Redundant fans (recommended)
  • Redundant power supply (recommended)

 

Software Requirements

  • Microsoft Windows Server 2016 Standard (English version)
  • Microsoft Cluster Service (MSCS)
  • Microsoft SQL Server 2016/2017 Standard Edition or Enterprise Edition:
    • Server collation = Latin1_General_CI_AS
    • Database services
  • Data files, replication, full text search, shared tools
    • Reporting services
  • Report manager, shared tools, analysis services
    • Notification services
  • Engine components, client components
    • Integration services
    • Client components
  • Connectivity components, management tools, business intelligence development studio
Note: Collab assumes the pre-existence of an active directory to integrate the OneContact cluster.

 

 

Redundant Architecture Targeted for 700 Agents

The redundant architecture is targeted for 700 agents and has a Microsoft Cluster composed by 3 servers running OneContact and MS SQL Server. In this cluster OC_Srv will be primarily running the SQL Server while OC_Srv2 and 3 will be running the OneContact components. As this is a redundant scenario the OC_Srv is also able to run the OneContact solution in case of failure as well as OC_Srv3 is able to failover SQL Server instance. The three servers share the same storage so that the data can be accessed from all of them.

The connection to PSTN can be done directly via a SIP trunk to an operator of by a SIP gateway that converts IP (OneContact side) into TDM technology.

The following picture has an overview of the architecture for this scenario. For scenarios with mail, the customer needs to provide an IMAP/SMTP URL and the solution adopted in a previous scenario.

700.png

 

Max Capacity without Redundancy

If the client opts for a redundant architecture but wants to use all the servers, the solution can achieve the number of simultaneous agents depicted in the table.

 

  From Target Up to Type
Architecture #4 730 730 2800 Redundant 
  Number of simultaneous agents  

 

 

Requirements

In order to clarify the hardware requirements for the solution, the following table summarizes the main components and quantities needed. Some of the requirements are in the General Requirements section.

 

Components list
Components Qt.
OneContact cluster servers with SQL 2
OneContact cluster servers without SQL 1
Shared storage solution 1
Disks for the shared storage solution 2+
Agent's PCs 700
Supervisor's PCs 28
Headsets + USB adapters 728
Note: In order to estimate disk space for databases and recordings, please refer to Storage calculation.

 

OneContact – cluster servers with SQL (2 Servers)

Recommended hardware

  • 2 E5-2670 v2 2.5 GHz or higher
  • 32 GB of RAM
  • 2 x 146GB HDD 15K SAS (minimum for OS in RAID 1)
  • 1 network interface
  • 1 heartbeat network interface
  • 1 shared storage network interface
  • Redundant fans (recommended)
  • Redundant Power Supply (recommended)

 

Software requirements

  • Microsoft Windows Server 2016 Standard (English version)
  • Microsoft Cluster Service (MSCS)
  • Microsoft SQL Server 2016/2017 Standard Edition or Enterprise Edition:
    • Server collation = Latin1_General_CI_AS
    • Database services
      • Data files, replication, full text search, shared tools
    • Reporting services
      • Report manager, shared tools, analysis services
    • Notification services
      • Engine components, client components
    • Integration services
    • Client components
      • Connectivity components, management tools, business intelligence development studio

 

OneContact - Cluster servers without SQL (1 Server)

Recommended hardware

  • 2 E5-2670 v2 2.5 GHz or higher
  • 32 GB of RAM
  • 2 x 146GB HDD 15K SAS (minimum for OS in RAID 1)
  • 1 network interface
  • 1 heartbeat network interface
  • 1 shared storage network interface
  • Redundant fans (recommended)
  • Redundant Power Supply (recommended).

 

Software requirements

  • Microsoft Windows Server 2016 Standard (English version)
  • Microsoft Cluster Service (MSCS)
Note: Collab assumes the pre-existence of an active directory to integrate the OneContact cluster.

 

 

Redundant architecture targeted for 1.000 agents

The redundant architecture targeted for 1000 agents is composed by a Microsoft Cluster with 2 servers that handle MS SQL Databases and OneContact Statefull components and 3 load balanced servers with state less OneContact components. This architecture has n+1 redundancy in the cluster and n+1 redundancy in the load balanced servers. Both failures can occur simultaneously.

The connection to PSTN can be done directly via a SIP trunk to an operator of by a SIP gateway that converts IP (OneContact side) into TDM technology.

The following picture has an overview of the architecture for this scenario. For scenarios with mail, the customer needs to provide an IMAP/SMTP URL and the solution adopted in a previous scenario.

1000.png

 

Max Capacity without Redundancy

If the client opts for a redundant architecture but wants to use all the servers, the solution can achieve the number of simultaneous agents depicted in the table.

 

  From Target Up to Type
Architecture #5 1400 1600 3100 Redundant 
  Number of simultaneous agents  

 

 

Requirements

In order to clarify the hardware requirements for the solution, the following table summarizes the main components and quantities needed. Some of the requirements are in the General Requirements section.

 

Components list
Components Qt.
OneContact cluster servers with SQL 2
OneContact load balanced servers 3
Shared storage solution 1
Disks for the shared storage solution 2+
Load balancers (redundant configuration) 2
Agent's PCs 1000
Supervisor's PCs 40
Headsets + USB adapters 1040
Note: In order to estimate disk space for databases and recordings, please refer to Storage calculation.

 

OneContact – cluster servers with SQL (2 Servers)

Recommended hardware

  • 2 E5-2670 v2 2.5 GHz or higher
  • 32 GB of RAM
  • 2 x 146GB HDD 15K SAS (minimum for OS in RAID 1)
  • 1 network interface
  • 1 heartbeat network interface
  • 1 shared storage network interface
  • Redundant fans (recommended)
  • Redundant power supply (recommended)

Software requirements

  • Microsoft Windows Server 2016 Standard (English version)
  • Microsoft Cluster Service (MSCS)
  • Microsoft SQL Server 2016/2017 Standard Edition or Enterprise Edition:
    • Server collation = Latin1_General_CI_AS
    • Database services
      • Data files, replication, full text search, shared tools
    • Reporting services
      • Report manager, shared tools, analysis services
    • Notification services
      • Engine components, client components
    • Integration services
    • Client components
      • Connectivity components, management tools, business intelligence development studio
Note: Collab assumes the pre-existence of an Active Directory to integrate the OneContact cluster.

 

OneContact – load balanced servers (3 Servers)

Recommended hardware

  • 2 CPU E5-2670 v2 2.5 GHz or higher
  • 16 GB of RAM
  • 2 x 146GB HDD 15K SAS (minimum for OS in RAID 1)
  • 1 network interface
  • Redundant fans (recommended)
  • Redundant Power Supply (recommended)

Software requirements

  • Microsoft Windows Server 2016 Standard (English version)

 

 

Reference architecture targeted for 3.000 agents

For architectures greater than 1000 positions, it’s advisable to custom the architecture depending on the used features. Changes in features can lead to a big difference in hardware requirements. The architecture depicted in this section follows the licensing scenario used for standard architectures.

The redundant architecture targeted for 3.000 agents is composed by a Microsoft Cluster with 3 servers that handle MS SQL Databases and OneContact Statefull components and 8 load balanced servers with state less OneContact components. This architecture has n+1 redundancy in the cluster and n+1 redundancy in the load balanced servers. Both failures can occur simultaneously.

The connection to PSTN can be done directly via a SIP trunk to an operator of by a SIP gateway that converts IP (OneContact side) into TDM technology.

The following picture has an overview of the architecture for this scenario. For scenarios with mail, the customer needs to provide an IMAP/SMTP URL and the solution adopted in a previous scenario.

 

3000.png

 

 

Requirements

In order to clarify the hardware requirements for the solution, the following table summarizes the main components and quantities needed. Some of the requirements are in the General Requirements section.

 

Components list
Components Qt.
OneContact cluster servers with SQL 2
OneContact cluster servers without SQL 1
OneContact load balanced servers 8
Shared storage solution 1
Disks for the shared storage solution 2+
Agent's PCs 3000
Supervisor's PCs 120
Headsets + USB adapters 3120
Note: In order to estimate disk space for databases and recordings, please refer to Storage calculation.

 

OneContact – cluster servers with SQL (2 Servers)

Recommended hardware

  • 2 E5-2670 v2 2.5 GHz or higher
  • 32 GB of RAM
  • 2 x 146GB HDD 15K SAS (minimum for OS in RAID 1)
  • 1 network interface
  • 1 heartbeat network interface
  • 1 shared storage network interface
  • Redundant fans (recommended)
  • Redundant power supply (recommended)

Software requirements

  • Microsoft Windows Server 2016 Standard (English version)
  • Microsoft Cluster Service (MSCS)
  • Microsoft SQL Server 2016/2017 Standard Edition or Enterprise Edition:
    • Server collation = Latin1_General_CI_AS
    • Database services
      • Data files, replication, full text search, shared tools
    • Reporting services
      • Report manager, shared tools, analysis services
    • Notification services
      • Engine components, client components
    • Integration services
      • Client components
    • Connectivity components, management tools, business intelligence development studio

 

 

OneContact - cluster servers without SQL (1 Server)

Recommended hardware

  • 2 E5-2670 v2 2.5 GHz or higher
  • 32 GB of RAM
  • 2 x 146GB HDD 15K SAS (minimum for OS in RAID 1)
  • 1 network interface
  • 1 heartbeat network interface
  • 1 shared storage network interface
  • Redundant fans (recommended)
  • Redundant Power Supply (recommended)

 

Software requirements

  • Microsoft Windows Server 2016 Standard (English version)
  • Microsoft Cluster Service (MSCS)
Note: Collab assumes the pre-existence of an Active Directory to integrate the OneContact cluster.

 

 

OneContact – load balanced servers (8 Servers)

Recommended hardware

  • 2 CPU E5-2670 v2 2.5 GHz or higher
  • 16 GB of RAM
  • 2 x 146GB HDD 15K SAS (minimum for OS in RAID 1)
  • 1 network interface
  • Redundant fans (recommended)
  • Redundant power supply (recommended)

 

Software requirements

  • Microsoft Windows Server 2016 Standard (English version)