Cisco Workforce Optimization System
Configuration Guide
Release 1.3
Workforce Management 8.3.3
Quality Management 2.7.3
October 2009
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Cisco Workforce Optimization System Configuration Guide, Release 1.3
Copyright © 2009, Cisco Systems, Inc.
All rights reserved
3
Cisco Workforce Optimization 1.3
System Configuration Guide
Cisco Workforce Optimization 1.3 ..............................................................................................4
System Configuration Guide .......................................................................................................4
1. Introduction .........................................................................................................................6
2. About Cisco Unified Workforce Optimization .....................................................................7
3. User Licensing Considerations ............................................................................................8
3.1 Named or Configured Versus Concurrent Users ............................................................8
3.2 Who Needs to be Licensed? ..........................................................................................8
3.3 QM Compliance Recording Users .................................................................................8
3.4 QM Systems with Mixed License Types .......................................................................8
3.5 Managing User Licenses ...............................................................................................8
4. WFO Application Server Software ......................................................................................9
4.1 Operating System Requirements ...................................................................................9
4.2 Database Requirements .................................................................................................9
4.2.1 SQL Licensing Guidelines .....................................................................................9
4.2.2 Guidelines for an Internal SQL Database Licensing ...............................................9
4.2.3 Guidelines for an External SQL Database ............................................................10
5. Server Hardware Configurations........................................................................................11
5.1.1 Matching the Hardware to the Number of Users ...................................................11
5.1.2 Server Hardware Specifications ...........................................................................11
5.2 Workforce Management Hardware..............................................................................12
5.2.1 Workforce Management Single Server Hardware Configuration ..........................12
5.2.2 WFM Services Descriptions .................................................................................13
5.3 Quality Management Hardware ...................................................................................15
5.3.1 Recording Architectures: Endpoint and Server-based ...........................................15
5.3.2 QM Single Server Hardware Configuration: Endpoint Recording.........................17
5.3.3 QM Single Server Hardware Configuration: Server-based Recording ...................18
5.3.4 Quality Management Hardware Configuration: Separate Recording Server ..........19
5.3.5 Calculating Quality Management Contact Storage Capacity .................................20
5.3.6 Quality Management Backup CTI Services ..........................................................22
5.3.7 Quality Management Services Descriptions .........................................................24
5.3.8 Quality Management Endpoint Recording Client PC Requirements .....................26
6. Additional Considerations .................................................................................................28
6.1 Active Directory Authentication Option ......................................................................28
6.2 WFM and QM Application Hardware Redundancy .....................................................28
6.3 WFM and QM Application Server to ACD latency .....................................................29
6.4 Can WFM and QM deploy on the same server ............................................................29
7. For further Information ......................................................................................................29
4
5
1. Introduction
The purpose of this document is to assist Cisco partners in correctly configuring Cisco Unified
Workforce Optimization systems including one or both of its applications: Quality Management
and Workforce Management.
Correct configurations will ensure:

Accurate customer quotations

Successful customer deployments

Continued customer satisfaction as the configured system provides both the performance
and capacity to meet customer needs
A step-by-step methodology is employed to guide partners through the process of identifying the
necessary hardware and system software components required for their customer’s specific
situation.
Additional information and assistance is available via the following sources:

Cisco Unified Workforce Optimization web site
http://cisco.com/en/US/products/ps8293/index.html
o Product collateral material – data sheets, bulletins
o Product documentation – install guides, release notes and service information for
each WFO application

Cisco Partner Education Connection
o E learning modules for all of QM and agent /supervisor users for WFM

Ask-wfo@external.cisco.com email reflector for general Q&A

Calabrio Partner web site http://partners.calabrio.com which contains:
o Product demonstration guides and flash-based demos
o Ask-CQM and Ask-WFM Product Forums, searchable FAQ guides
6
2. About Cisco Unified Workforce Optimization
Cisco Unified Workforce Optimization (WFO) for Unified CCX is a full-featured solution for
optimizing performance and quality and is an integral component of the Cisco Unified
Communications System. The WFO suite provides two solutions: Workforce Management
(WFM) and Quality Management (QM).
-
Workforce Management allows for forecasting and development of schedules for agents
across multiple sites and channels. It also provides real-time dashboards, enabling
supervisors to track key performance indicators and manage agents’ adherence to
schedules.
-
Quality Management is a voice and screen recording, compliance and evaluation solution
for agent performance optimization and dispute resolution.
The following architecture diagram shows the overall service communications medium between
the WFO solutions and Unified CCX.
7
3. User Licensing Considerations
3.1 Named or Configured Versus Concurrent Users
Concurrent users are the basis for Cisco Unified Contact Center Express (Unified CCX)
licensing and are generally defined as the maximum number of users which will be logged into
the system at the same time, or concurrently. WFO application software licensing based on the
number of “named” users defined users as all users of the application who have been configured
and licensed within the administrative tool. The term configured is sometimes used in place of
named when referring to application users and the terms are considered synonymous. Named
users include all users who are being recorded or scheduled plus all supervisors, managers,
evaluators or others with usernames for accessing application data.
3.2 Who Needs to be Licensed?
Active product users with login names and agents who are scheduled by the WFM application or
users recorded by the QM application all require user licenses. It is not required to have WFO
licenses for all agents within the ACD, just ones actively using the system. Each WFO
application can also license a separate subset of agents or users, it is not required the same users
be licensed for both applications.
3.3 QM Compliance Recording Users
Beginning with QM 2.7.2 a third user licensing option entitled Compliance Recording, CR, was
added to the existing QM (Agent audio recording and quality evaluations) and AQM (QM
functions plus screen recording) user license types. The Compliance Recording license enables
100% audio recording of calls for selected teams of knowledge workers. Knowledge workers are
defined as any Cisco IP telephony user of a phone supported through Cisco Unified
Communications Manager. In addition to 100% call recording the compliance recording license
also enables the user to do call search, playback and export functions within the QM desktop
application. For the purposes of system configuration CR licensed users represent the same load
same QM agent users and together these are two types are just referred to as users. AQM users
represent an additional system load for the screen recording process as delimited in the system
capacity tables.
3.4 QM Systems with Mixed License Types
Beginning with QM 2.7.2, support was added to QM to allow a single system to simultaneously
support all three license types – QM, AQM and CR assigned to different users of the same
system. User privileges like evaluations or screen capture are restricted to users based upon their
assigned license type.
3.5 Managing User Licenses
The user administration tool provides a means to license and unlicense users. Unlicensing
previously-licensed users allows customers to reuse the named user licenses for users who have
become inactive, for example agents who have left the organization. Unlicensing a user will
remove them as an active login but will not affect their preexisting recordings or database
information within the WFO system.
8
4. WFO Application Server Software
4.1 Operating System Requirements
Each Workforce Optimization (WFO) application server requires Microsoft Windows Server
2003 R2 Standard edition. The most economical configuration of this is to purchase with 5 client
access licenses (CALs). Since WFO application users do not directly access or use the Windows
server software, additional client access licenses for WFO application users should not be
required. Additional details about client access licensing for Windows Server 2003 can be found
at: http://www.microsoft.com/windowsserver2003/howtobuy/licensing/caloverview.mspx .
4.2 Database Requirements
Each Workforce Optimization application – QM or WFM – requires one database instance
hosted on Microsoft SQL Server 2005. WFO application deployments can meet this requirement
in two ways:

Internally, by installing and hosting SQL Server 2005 on the application single server or
on the database server within multi-server configurations.

Externally, by creating an SQL database instance for the WFO application(s) on an
external SQL server.
Generally, systems will use the internal option but may consider the external option to reduce
database licensing costs – particularly if the customer already has an enterprise licensed SQL
server capability or if the enterprise desires to share SQL licensing between WFO and/or other
applications.
4.2.1 SQL Licensing Guidelines
Acquiring and properly licensing the SQL database used by the WFO application(s) is the
responsibility of the deploying partner and the end customer. Cisco provides the following
guidelines as a convenience for our partners but cannot guarantee the accuracy of the information
nor should this be construed as a replacement for the partners due diligence in understanding
software licensing terms and how they apply to a specific implementation.
4.2.2 Guidelines for an Internal SQL Database Licensing
4.2.2.1 Processor verses CAL Licensing
WFO applications require Microsoft SQL Server 2005 Standard edition. Cisco’s interpretation of
Microsoft’s client access licensing (CAL) terms is that each WFO user would require a CAL.
Since the cost of SQL server plus 30 or more CALs would be more expensive then the cost of a
processor license, Cisco recommends using the processor license which eliminates the need for
user-based CALs. Additional information on Microsoft SQL licensing can be found at:
http://www.microsoft.com/sql/howtobuy/default.mspx .
4.2.2.2 Multiple Processor SQL Licensing
If SQL is hosted on a server with multiple physical processors, like an MCS 7845 or equivalent
server, then Cisco’s interpretation of Microsoft SQL licensing terms is that multiple SQL
processor licenses would be required.
9
4.2.2.3 Multi Core SQL Licensing
If SQL is hosted on a single physical processor with multiple cores, then only a single SQL
processor license is required. See details at
http://www.microsoft.com/sql/howtobuy/multicore.mspx .
4.2.2.4 Virtual server, aka VMware, SQL licensing.
Virtual servers are now an approved WFO hardware configuration, with the following caveat
from the Product Install Guide:
QM hosted on VMware was only tested for functionality. QM was not tested for performance or scalability in the VMware
environment. Due to the many VM configuration factors and possible performance impacts of additional hosted virtual servers,
determining the actual server performance results under the VMware environment is the customer’s responsibility. If a problem
occurs, the customer may be required to shut down other VM sessions or reproduce the problem in a non-VMware configuration
to assist in the isolation of the issue. Product support for performance and scalability issues are limited to server-based
deployments.
The following link explains virtual server licensing for SQL.
http://www.microsoft.com/sql/howtobuy/faq.mspx
4.2.3 Guidelines for an External SQL Database
When using an external database, ensure the database server has additional capacity to handle the
WFO application load. If sharing an SQL database between the Cisco WFO applications, QM
and WFM, Cisco recommends the SQL database be hosted on a dedicated SQL server on a
platform equivalent to the largest platform recommended for either of the WFO applications.
10
5. Server Hardware Configurations
5.1.1 Matching the Hardware to the Number of Users
The server configuration recommended is directly dependent upon the expected number of
named and concurrent users of the application. The maximum recommended users are based
upon scalability testing done by Cisco to ensure a reliable and responsive system for the
customer. Partners should take into account not only the initial number of users within the
deployment but also consider potential growth factors and size the system to accommodate
potential expansion of the user base, at least for the first year after deployment.
5.1.2 Server Hardware Specifications
Cisco specifies application servers based upon a few specific Cisco MCS server configurations.
Partners may substitute different hardware provided it is equivalent or better then the target MCS
server. Partners should verify the latest MCS server configurations when designing a QM system
to ensure they are deploying equivalent or better configurations.
Cisco MCS server configurations are listed at
http://www.cisco.com/en/US/products/hw/voiceapp/ps378/prod_models_home.html
11
5.2 Workforce Management Hardware
5.2.1 Workforce Management Single Server Hardware Configuration
The current Cisco WFM release supports a single server configuration with all WFM services
installed upon a single MCS equivalent server. The specific model required is defined by the
maximum number of named or concurrent users as shown in the table below:
Workforce Management Server Capacities
Intel 5140 Xeon
2 x Intel 5140 Xeon
Processor
2.33 GHz
2.33 GHz
Memory
2 GB
4 GB
System Storage
40 GB
Cisco MCS Equivalent
MCS 7835
Workforce Management: Single Server Configuration
MCS 7845
Maximum number of named users
450
900
Maximum number of concurrent agents users
150
300
12
5.2.2 WFM Services Descriptions
The diagram below shows the detailed service interaction between WFM services and the
Unified CCX environment:
5.2.2.1 WFM Capture Service
The Workforce Management Capture Service watches for historical call data reports created by
the Workforce Management OOC (Odysoft ODBC Collector) Service. When the Workforce
Management Capture Service detects a new report, it sends a compilation request to the
Workforce Management Compile Service.
5.2.2.2 Compile Service
The Workforce Management Compile Service listens for compilation requests from the
Workforce Management Capture Service. The Workforce Management Compile Service can
compile historical data for agents, services or teams by day, week, month, or year, for use in
forecasting and scheduling. When requested by Capture Service, compiles historical data by day,
week or month.
5.2.2.3 OOC Service
Every 30 minutes, the Workforce Management OOC Service collects all of the call data for the
preceding 30 minutes from the ACD database using the Open Database Connectivity (ODBC)
interface. The Workforce Management OOC Service then writes the call data into historical
reports.
13
High availability (HA) configurations can use multiple data sources. The Workforce
Management OOC Service always connects to the primary Unified CCX node, however, and
fails over to the secondary Unified CCX node only if the first connection fails.
5.2.2.4 Request Service
Processes user requests to generate forecasts and schedules.
5.2.2.5 Adherence (RTE) Service
The Workforce Management RTE (Real-Time Engine) Service uses the Advanced Contact
Management Interface (ACMI) protocol to get real-time information on agent states from the
Unified CCX server. WFM displays agent state information in the Supervisor Adherence
dashboard. Uses ACMI to get real-time agent states from the Unified CCX server.
5.2.2.6 Sync Service
The Workforce Management Sync Service retrieves and processes user configuration data, such
as skill group configurations, team configurations, and agent configurations from the ACD.
5.2.2.7 Tomcat Service
Provides web services for WFM browser based clients
14
5.3 Quality Management Hardware
5.3.1 Recording Architectures: Endpoint and Server-based
Quality Management offers two different recording architectures that can be used on their own or
together in a single deployment, depending on the customer’s needs. Both technologies are very
similar to those used for live monitoring and on-demand recording in Cisco Agent Desktop.
5.3.1.1 Endpoint Recording
Quality Management endpoint recording utilizes the same capture technology as Cisco Agent
Desktop (CAD). The agent PC’s Network Interface Card (NIC) is placed in promiscuous mode,
allowing the Quality Management capture service to copy the RTP voice stream packets as they
are transferred to the IP phone. The service then caches the recordings locally on that agent’s PC,
and then compresses, encrypts and uploads the recordings to the Quality Management storage
device at a time designated by the administrator.
The fundamental benefit that this architecture provides is being able to easily record agents in
multiple physical locations. We do not need recording servers at every location in order to do the
recordings, and the solution scales up with the number of users without requiring additional
recording servers.
To enable the Quality Management recording service to capture the call, the endpoint PC and
phone must be configured as shown in the diagrams below.
15
Notes:
1. Certain Cisco phones such as the 79xx phones must be configured to span ports in the
Unified CM administrator in order to pass these packets on to the agent’s PC
2. The complete list of Cisco IP phones that support endpoint recording is located in the Quality
Management Installation Guide
3. If a remote agent uses a physical phone (as opposed to IP Communicator soft phone), that
agent must connect to their corporate network with a physical VPN router, such as a Cisco
831 or 871
5.3.1.2 Server-based Recording
There are certain situations in which the customer is unable to use endpoint recording:
 Customer uses a thin-client environment such as Citrix or Windows Terminal Services
 Customer uses IP Phone agent
 Recorded user’s PCs is not available or doesn’t meet the requirements for endpoint
recording
To address these environments, Quality Management includes a server-based recording option,
again, similar to Cisco Agent Desktop. Server-based recording relies on Cisco Catalyst switches
configured for Switched Port Analyzing (SPAN) sessions, where agent phones are attached to
the designated source ports, and the destination port routes the packets from those source ports to
a server running the Quality Management recording services.
For a detailed explanation of server-based recording, as well as some example configurations,
please see the Voice-Over IP Monitoring Best Practices Deployment Guide for CAD 6.0/6.1,
located here:
http://tools.cisco.com/search/display?url=http%3A%2F%2Fwww.cisco.com%2Fapplication%2F
pdf%2Fen%2Fus%2Fguest%2Fproducts%2Fps427%2Fc1225%2Fccmigration_09186a008038a4
8d.pdf&pos=1&strqueryid=4&websessionid=Zq_nU_jihT-OggpQydTebBJ
(or search Cisco.com for ‘monitoring best practices’)
Please disregard any server capacity numbers stated in the Best Practices guide and use the
capacity numbers in the Hardware Configuration sections below.
For more detailed information about configuring Cisco Catalyst switches for SPAN sessions,
please see the Catalyst Switched Port Analyzer (SPAN) Configuration Example (Document ID
10570):
http://www.cisco.com/en/US/products/hw/switches/ps708/products_tech_note09186a008015c61
2.shtml
16
5.3.2 QM Single Server Hardware Configuration: Endpoint Recording
The QM single server configuration has all QM services for endpoint recording – Base Services,
Database Services, Voice/Screen Services and CTI Services – installed on a single MCSequivalent server. The specific model required is defined by the maximum number of named or
concurrent users as shown in the table below:
Quality Management Server Capacities
Intel Dual-Core
Intel Celeron D
Xeon 3050 2.13
Intel 5140 Xeon
2 x Intel 5140
Processor
352 3.2 GHz
GHz
2.33 GHz
Xeon 2.33 GHz
Memory
2 GB
2 GB
2 GB
4 GB
System Storage
40 GB
Recording Storage
Varies by Usage
Cisco MCS Equivalent
Single Server Configuration
MCS 7816
MCS 7825
MCS 7835
MCS 7845
Maximum number of named users
450
900
1500
3600
Maximum number of concurrent agents/users
150
300
500
1200
Notes:
1. Dual processor MCS 7845-equivalent servers can be used for this configuration but may
require an additional SQL database processor license, increasing the overall server costs.
2. Additional storage capacity will likely be required.
1 2 3
4 5 6
7 8 9
*
8 #
17
5.3.3 QM Single Server Hardware Configuration: Server-based
Recording
The QM single server configuration for server-based recording has all QM services for serverbased recording – Base Services, Database Services, Voice Services, CTI Services, (SPAN port)
Monitoring & Recording Services – installed on a single MCS-equivalent server. The specific
model required is defined by the maximum user limits for named, concurrent and server
recording as shown in the table below:
Quality Management Server Capacities
Intel Celeron D 352
Intel Dual-Core Xeon
Intel 5140 Xeon
2 x Intel 5140 Xeon
Processor
3.2 GHz
3050 2.13 GHz
2.33 GHz
2.33 GHz
Memory
2 GB
2 GB
2 GB
4 GB
System Storage
40 GB
Recording Storage
Cisco MCS Equivalent
Single Server Configuration
Varies by Usage
MCS 7816
MCS 7825
MCS 7835
MCS 7845
Maximum number of named users
450
900
1500
3600
Maximum number of concurrent agents/users
150
300
500
1200
Co-res Server Based recording, Voice only
0
40
67
100
Co-res Server Based recording, Voice & Screen
0
20
33
50
See Calabrio WFO Configuration Guide for details on server, software and storage requirements, Server based recording capacities for
both Co-res and standalone increased starting with QM 2.7.3 due to adjustments in the screen capture recording configuration and field test
results.
Example Customer Environment:
 400 named (configured) users need to be recorded by Quality Management
 All 400 users could be on the system concurrently
 Up to 67 QM or CR users (voice only recording) need to be recorded simultaneously
using server-based recording
 Because of the way the customer’s network is configured, they only need one server for
recording, and it can be co-located with the main QM server
Based on the above table, this customer should use an MCS 7835:
 Customer has a total of 400 named users, MCS 7835 allows for up to 1,500 named users
 Up to 400 users may be recorded or logged into the QM desktop app concurrently, the
MCS 7835 supports up to 500 concurrent users.
 Customer needs to record 67 QM or CR licensed users (voice-only, no screen) calls
simultaneously, MCS 7835 allows for up to 67 voice-only simultaneous recordings
18
1 2 3
4 5 6
7 8 9
*
8 #
5.3.4 Quality Management Hardware Configuration: Separate
Recording Server
The QM configuration for server-based recording with separate Recording servers has all core
QM services – Base Services, Database Services, Voice Services and CTI Services – installed on
a single MCS-equivalent server, and the (SPAN port) Monitoring & Recording Services installed
on separate MCS-equivalent servers as needed for the specific network configuration. The
specific model of MCS server required for the Recording servers is defined by the maximum
number of concurrent recordings as shown in the table below:
Quality Management Server Capacities
Intel Celeron D 352
Intel Dual-Core Xeon
Intel 5140 Xeon
2 x Intel 5140 Xeon
Processor
3.2 GHz
3050 2.13 GHz
2.33 GHz
2.33 GHz
Memory
2 GB
2 GB
2 GB
4 GB
System Storage
40 GB
Recording Storage
Cisco MCS Equivalent
Single Server Configuration
Maximum number of named users
Varies by Usage
MCS 7816
MCS 7825
MCS 7835
MCS 7845
450
900
1500
3600
Maximum number of concurrent agents/users
150
Separate Server Based Recording Capacities, in concurrent recorded calls
300
500
1200
Voice only
50
60
100
150
Voice and Screen
25
30
50
75
See Calabrio WFO Configuration Guide for details on server, software and storage requirements, Server based recording capacities for
both Co-res and standalone increased starting with QM 2.7.3 due to adjustments in the screen capture recording configuration and field test
results.
Example Customer Environment:
 400 named (configured) users need to be recorded by Quality Management
 Up to 300 users could be on the system concurrently
19

100 QM or CR licensed users need voice only recording simultaneously using serverbased recording
Based on the above table, this customer should use an MCS 7825 for the main QM server and an
MCS 7835 for the Recording server:
 Customer has a total of 400 named users, with up to 300 recorded or logged into the QM
desktop concurrently. The MCS 7825 allows for up to 900 named users and 300
concurrent users.
 Customer needs to record up to 100 concurrent voice-only (no screen) calls, via Server
based recording. The MCS 7835 hosting server based recording supports for up to 100
voice-only concurrent recordings
1 2
4 5
3
6
7 8
9
* 8
#
5.3.5 Calculating Quality Management Contact Storage Capacity
In addition to the normal disk storage for the operating system, SQL database and QM server
software, QM deployments must also plan for storage space for the recorded contacts. The total
amount of storage required is based upon the cumulative time and types of recording to be stored
on the system. Calculate the cumulative storage requirements using these formulas:
Recorded minutes/day = average call time * # calls/day * # of users
Recorded minutes in QM = Rec minutes/day * work days/user/month * months to save
Voice Storage = Recorded minutes * 0.12 MBytes/min
Screen Storage = Recorded minutes * 1.2 MBytes/min
20
Note: The screen storage rate represents the average recording rate over thousands of contacts.
The rate for individual contacts may vary with the amount of screen activity.
5.3.5.1 Quality Management Contact Storage Example
Average call time = 330 seconds or 5.5 minutes
# calls/day = 40
# of users = 60
Recorded minutes /day = 5.5 minutes * 40 calls * 60 users = 13,200 minutes
Average work days/user/month = 21 (full time, 5 days per week)
Months to save = 2 (Saving for 60 days through quality evaluation & review cycle)
Recorded minutes in QM =13,200 minutes/day * 21 days/month * 2 months = 554,400
min
Voice Storage = 554,400 minutes * 0.12 MBytes/minute = 66 GBytes
Screen Storage = 554,400 minutes * 1.2 MBytes/minute = 665 GBytes
Note: A single system may have multiple groups of recorded users with variations in recording
rules or retention periods so this calculation may need to be repeated for each group and the
results summed together to get to total storage requirements.
5.3.5.2 Quality Management Contact Storage Calculator
To assist in calculating storage requirements, the Quality Management Storage Server Sizing
Spreadsheet is available for download here:
http://portal.calabrio.com/tiki/tiki-list_file_gallery.php?galleryId=17
(Access to the site requires a one-time registration.)
Note: The formulas and Calculator referenced above will return the minimum amount of storage
space required. Additional storage capacity should be provided to accommodate for normal
usage variations.
5.3.5.3 Options for Quality Management Contact Storage
QM supports a variety of contact storage options including local disk, network attached storage
(NAS) or storage area networks (SAN) by allowing the installer to specify the storage location
for voice and screen recordings as a universal naming convention (UNC) location during install
or change the location by moving the existing contacts and running the post install process to
specify the new contact storage location. Cisco recommends the usage of external enterprise
class SAN or NAS storage for critical recordings because of the additional fault tolerant options
provides by these storage architectures.
5.3.5.3.1 Local Storage
Contact storage can be hosted within the QM single server. The storage used can either be a
portion of the server’s primary partition on the base disk(s) that came with the server or can be
on a secondary partition using additional drives added to the base server. In either case, it is
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recommended that contact storage be provided on a RAID volume to protect the recorded
contacts from drive failure. The following table shows the base and expansion capacity of the
Cisco MCS server configurations recommended for QM deployments. It is from a worksheet
within the storage calculator worksheet described previously.
MCS Server Recording Storage Capacity
Base Capacity
Expansion Capacity
Reserved Capacity
SATA
MCS Model
Disk
RAID
system
RAID
for
Disk
recording
Disk
Base capacity capacity capacity recording Available Expansion capacity capacity
slots
disks
GB
GB
GB
GB
disk slots
disks
GB
GB
7816-H3
2
1
160
160
40
120
1
1
160
120
7816-I3
2
1
160
160
40
120
1
1
160
120
7825-H3
2
2
160
160
40
120
0
0
0
7835-H2
8
2
72
72
40
32
6
6
250
1250
7845-H2/I2
8
4
72
144
40
104
4
4
250
750
7845-H2/I2-ECS1
8
8
72
288
40
248
0
0
0
To calculate actual expansion capacity of servers fill in the yellow highlighted cells,
default values show the maximum potential capacity
Notes:
The MCS 7835 provides the maximum expansion capacity for recording storage.
Popular expansion 2.5” drive capacities can be selected via a drop down in the Disk Capacity
column.
MCS 7816 base only provides a single 160 GB disk with no RAID protection for the primary
partition. It is recommended that disk expansion be done with an equivalent disk capacity,
binding the expansion drive to the base disk in a RAID 1 volume.
The base reserved system capacity is an estimate of the space required for the OS, database and
QM server application and may need to be adjusted for the actual server configuration.
5.3.5.3.2 Network Attached Storage or Shares
Configure the NAS or share to allow read and write access from the QM server and allocated the
required storage capacity to the share. Set the UNC storage location during QM install to the
server name and share to be utilized.
5.3.5.3.3 Storage Area Network (SAN)
Map a dedicated SAN volume to the QM server and create a file system partition on that volume.
Then setup the recording storage to point to the mapped drive or a share name within the
partition
5.3.6 Quality Management Backup CTI Services
QM 2.7 introduced a Backup QM CTI service option to provide redundancy for the
communications path for CTI events like ringing, answered, dropped between the Cisco Unified
Communications Manager, CUCM and the QM endpoint or Server based recording services. A
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backup QM CTI service would be required for each primary QM CTI service, one of which is
required for every CUCM cluster covering recorded users.
Hosting the Backup QM CTI service requires a MCS 7825 server with Windows 2003 Server
with Service Pack 2.
5.3.6.1 Description of Backup QM CTI Service Operation
ACD






The base CQM configuration includes a single CQM server hosting all services. In order
to ensure the endpoint recording services continue operation through a CQM server
failure, version 2.7 has introduced a redundant CTI service option. With the redundant
option a second QM CTI Service can be installed and configured on a separate server to
ensure CTI events are forwarded to the endpoint recording clients.
Then both CQM CTI services will use the JTAPI link to Communications Manager
which can be configured with both primary (publisher) and secondary (subscriber) links
to Communications Manager.
The recording clients select which QM CTI service to use starting with the first service
and proceeding down the list until a connection is established. Once a connection is in
place the QM CTI service will register for the clients phone events with Communications
Manager via JTAPI.
When a ringing or answered event occurs recording is started.
If the recording client to QM CTI service connection is broken, the recording files in
progress are closed, file number 1 and the recovery process is started.
To recover the endpoint recording service then establishes a connection to the redundant
QM CTI service and if a call is in progress an event is forwarded immediately and the
endpoint starts a new recording, number 2. Therefore the contact recording capability is
maintained through failure of the primary CTI service. Once the service is restored the
endpoints will reconnect to the primary CTI service.
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
Additional Failback details. Once the Primary CTI service is back up, even if the
Secondary CTI service is running, we will connect back to the Primary CTI service as
soon as possible, which may be immediately or immediately after any active call is
disconnected. Our reason for going back to the Primary CTI service even when the
Secondary CTI service is running, is to minimize the case where a desktop recording
service is connected to the Primary CTI service and the server based recording service is
connected to the Secondary CTI service and they are both recording the same phone.
Staying on the primary CTI service also makes it easier to troubleshoot issues since only
one CTI service is in use at a time.
5.3.7 Quality Management Services Descriptions
The diagram below shows the detailed service interaction between QM services and Unified
CCX/Unified CM environment:
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5.3.7.1 CTI Server
The QM CTI service acts as a bridge between the QM Recording service and the Cisco Unified
Communications Manager/CTI Manager. It sends events to the QM Recording service when the
status of monitored phones changes.
The QM CTI Service communicates with the CTI Manager using the Cisco JTAPI interface to
listen for phone events (it does no call control). The QM CTI Service forwards these events on to
the QM recording client for workflow processing.
When agents that have been configured in QM log in to a PC with the recording service installed,
a message is sent to the QM CTI Service. The QM CTI Service in turn registers an event listener
with JTAPI and is notified when phone events occur. When the agent logs off the PC, the
registration with JTAPI is removed for that agent.
5.3.7.2 Sync Service
The QM Sync Service reads data from the Unified CCX system using an ODBC interface. It
maintains an ODBC connection with the UDB and runs queries every ten minutes and stores the
information on the QM Base server (LDAP). The information that is read consists of:
- Agents
- Teams
- Supervisors
5.3.7.3 Desktop Recording Service
The Desktop Recording service is the end-point utility that enables the recording of agent
contacts. It is resident on the agent’s PC.
5.3.7.4 DB Cleaner Service
The DB Cleaner service purges records from the QM database and media files from the Voice
and Screen servers on a daily basis according to the retention times configured in QM
Administrator.
5.3.7.5 DB Proxy Service
The DB Proxy service is the single point of connection between users and the QM database.
5.3.7.6 LDAP
LDAP contains information about the system’s users, organizations, configuration and
workflow. It supplies information about agents and their workflows to the QM Recording
service.
5.3.7.7 LDAP Monitor Service
The LDAP Monitor service constantly checks LDAP to ensure that it is running. If LDAP stops,
the LDAP Monitor service restarts it.
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5.3.7.8 Monitoring and Notification (MANA) Service
The Monitoring and Notification service monitors the QM system in real time and notifies
administrators via event viewer or email when problems occur. The problems that trigger
notification are selected in QM Administrator.
5.3.7.9 Tomcat Service
The Tomcat service web server hosts the QM Reports engine, File Transfer Servlet (FTS), Server
API engine, and Licensing engine.
5.3.7.10 Upload Controller Service
The Upload Controller manages the uploading of recordings and recording metadata to the Voice
and Screen servers.
5.3.7.11 (SPAN port) Monitor Service for Server-based Recording
The (SPAN port) Monitor service works in conjunction with the Network Recording service. It
monitors the destination port from the switch’s SPAN session for voice packets, and is
responsible for forwarding only the voice packets that match the packet filter. The packet filter is
constructed based on requests from the Network Recording service that keeps track of which
devices actually need to be recorded.
NOTE: The SPAN port Monitor service does not include the ability to perform live call
monitoring; live call monitoring is not a feature of Quality Management, but is an option in
Cisco Agent Desktop.
5.3.7.12 Network Recording Service (for Server-based Recording)
The Network Recording service receives the packets forwarded from the SPAN port Monitor
service and writes those packets to recording files on the server’s hard disk.
5.3.8 Quality Management Endpoint Recording Client PC Requirements
In order to ensure that the endpoint recording service can operate in the background on the
agent’s PC without impacting the PC’s capability to execute other critical programs, the
following client PC guidelines are recommended as listed in the Quality Management Install
guide:
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5.3.8.1 Recording Client Network Access Considerations
Quality Management voice recording utilizes the same endpoint capture technology as in Cisco
Agent Desktop (CAD). The user PC Network Interface Card (NIC) is placed in promiscuous
mode allowing the capture service to copy the RTP voice stream packets as they are transferred
to the IP phone. To enable the recording service to capture the voice, the endpoint PC and phone
must be configured as shown in the diagrams below.
Note: Certain Cisco phones such as the 79xx phones must be configured to span ports in the
communications manager administrator in order to pass these packets on to the user PC.
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5.3.8.2 Network Interface Card Compatibility
A list of NIC cards which are known to support endpoint recording is available at:
www.cisco.com/en/US/prod/voicesw/custcosw/ps5693/ps14/prod_system_requirements
0900aecd800e3149.pdf
The process for testing NIC cards is available at
http://cisco.com/en/US/products/sw/custcosw/ps427/products_tech_note09186a00801f42f9.shtm
l
6. Additional Considerations
6.1 Active Directory Authentication Option
When deploying in an AD environment, both QM and WFM servers should be a member of the
domain. The Unified CCX server is recommended but not required to be a member of the
domain – in which case additional setup is required. See installation document for more details.
 When deploying WFO, a user must exist or be created on the Unified CCX server who
has read access to db_cra
6.2 WFM and QM Application Hardware Redundancy
 WFO products do not currently provide application server hardware redundancy.
However, note that both QM and WFM do support a redundant Unified CCX
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
environment and are able to switch to secondary/backup on failure of the primary Unified
CCX system.
QM starting with version 2.7.2 does support a redundant CTI Service providing a
redundant path option for call event signaling between Communication Manager and the
QM endpoint or server based recording services
6.3 WFM and QM Application Server to ACD latency
WFM has no specific requirements for latency to the ACD. The primary feature of concern
would be the real time service, RTE, but WFM only uses this to get the agent state information
for displaying the agent’s status and tracking their schedule adherences. If it is acceptable for a
customer to have a latency delay in RTE display and adherence tracking then this latency will
not disrupt the functionality of the WFM application.
The critical network latency path for QM is for signaling CTI events. The network latency from
CUCM to the QM CTI service and on to the endpoint or server based recording service will
delay the start of recording by the sum of the latency time. Acceptable latency is at the customers
discretion as to the amount of recording delay is tolerable for their business needs. Generally
recording delays of fewer than one second have no perceptible impact to users.
As for the amount of QM CTI Event data transferred from the QM CTI service to the recording
services each event is approximately ~200 bytes per event with ~6 events per call (simple call
scenario) multiplied by the calls per agent and number of agents. QM CTI starts monitoring the
phone when the agent logs in during End Point recording (and removes registration on log out).
For Server-based recording it is constantly monitoring the phone. Agent login/logout has no
bearing on monitoring. Only phones configured for QM are monitored.
QM also connects with the ACD database for syncing purposes and the CUCM database for
SPAN configuration and the MANA CDR task that does call count comparisons. Latency is not
an issue for any of these connections.
6.4 Can WFM and QM deploy on the same server
Not currently as there are conflicts between some of the common services like Tomcat. This is a
recognized goal which is under consideration for future releases.
QM also connects with the ACD database for syncing purposes and the CUCM database for
SPAN configuration and the MANA CDR task that does call count comparisons. Latency is not
an issue for any of these connections.
7. For further Information
All product documentation is available online; please visit Cisco.com for the latest product
documentation. For additional product questions send email to ask-wfo@external.cisco.com.
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