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SAP BCM 7.0 Hardware Sizing version 1.0

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Page 1: BCM Sizing

SAP BCM 7.0 Hardware Sizing version 1.0

Page 2: BCM Sizing

SAP BCM 7.0 HARDWARE SIZING

2

TABLE OF CONTENT

SCOPE .............................................................................................................................................................. 3 Design constraints ................................................................................................................................................. 3 Physical hardware only .......................................................................................................................................... 3

SYSTEM HARDWARE SETUPS ...................................................................................................................... 4 Quality assurance/Development system .............................................................................................................. 4 Up to 100 simultaneous agents ............................................................................................................................. 5 Up to 300 simultaneous agents ............................................................................................................................. 7 Up to 500 simultaneous agents ............................................................................................................................. 8 500-1000 simultaneous agents .............................................................................................................................. 9 Over 1000 agents, or different scope .................................................................................................................10

COMPONENT SCALING ................................................................................................................................ 10 Design limits for solution planning ....................................................................................................................10 Multiplying BCM components in one system ....................................................................................................11

Page 3: BCM Sizing

SAP BCM 7.0 HARDWARE SIZING

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SCOPE

The aim of this document is to guide you with sizing BCM hardware appropriately. This is particularly

useful during the Sales phase, when approximate hardware costs are required, but the full project

scope is not yet known. Note that these are just approximations to give you a rough idea of the costs

for server hardware. During an implementation project, a workshop to fully discuss the requirements is

always needed prior to final hardware sizing.

Design constraints These designs are based on:

- BCM version 7.0. Whilst the same hardware requirements apply for BCM 6.0, there might be different OS/SQL

requirements.

- One data centre

- CDT Softphone only to be used for calls (no hardphones)

- Reporting data High Availability is not deemed critical. If reporting is critical, then further redundancy can be

added

- 1 customer per system – not ASP environment

- Just voice & email channel enabled. No chat or CMC functionality

- No integration to other systems

- Client side recording can be used but not SSR

- Inbound call centre, not Outbound

- Note on each picture the restrictions for using 32/64 bit software

- No more than 100 queues

See ICL list for further recommendations on hardware

NOTE! This is provided only as a general guide for hardware, and not suitable for all setups. A full scoping

workshop is required by SAP/Partner prior to finalizing hardware design.

As BCM 7.0 is in RampUp at the time of writing this document, this is an initial estimate for the requirements. An

update will be made at a later time with more detailed information.

Physical hardware only The compatibility with VMWare platform has not been fully tested, so officially VMWare is not supported with SAP BCM. The problem is that both VMWare and BCM implement a layer of virtualization. The behaviour of two virtualization and availability concepts on top of each other may end up in unpredictable behaviour. VMWare is typically used for cost saving purposes, but this is not a good approach for a real time communication systems. The BCM system needs dedicated hardware to control the system processes and services in a reliable manner in peak situations The hardware recommendations contained in this document should only be interpreted as physical servers.

Page 4: BCM Sizing

SAP BCM 7.0 HARDWARE SIZING

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SYSTEM HARDWARE SETUPS

Quality assurance/Development system QA/DEV system can both utilize just one server if needed. However having two servers gives the possibility to

test failovers & practice upgrading. If two servers are used, typically the SQL only resides on one server for

simplicity.

Note, if both QA & Dev systems are required, a separate SQL instance should be used for each system.

SQL Server(note – requires IIS)

DBActive

AdminActiveAgentsActiveFrontEndActiveCOREActivePSTNActiveWebsiteActiveReportingActive

PSTN

Gateways

Page 5: BCM Sizing

SAP BCM 7.0 HARDWARE SIZING

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Up to 100 simultaneous agents The minimum setup to have High Availability in your BCM system. A two node SQL cluster, which also has the

BCM Virtual Units on the same servers.

Whilst this is not an officially tested setup, a few customers have put this configuration into live usage. It is the

starting point for High Availability, and gives an ideal platform for expanding later on. The Cluster can remain and

just add in application servers. Then move the BCM services to the application servers keeping the databases

on the cluster.

ALTERNATIVE.

Have two servers with STANDARD Windows and SQL version (so no clustering). Have uni-directional SQL

Replication between them. This saves money on licences, but does not have the high availability concept.

In the event of one node failing, there is automatic failover. However when the other node is back up, the

replication needs to be restarted in the other direction, copying back the database starting from scratch.

Using Integration to CRM? You can use the existing servers for this. Add in an extra virtual unit.

Page 6: BCM Sizing

SAP BCM 7.0 HARDWARE SIZING

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PSTN

Gateways

Database SQL Cluster node

SQL Server(note – requires IIS)

DBActive

AdminActiveCORE_1ActivePSTN_1ActiveWebsiteActiveReportingActive

AgentsPassiveFrontEndPassiveCORE_2PassivePSTN_2Passive

Database SQL Cluster node

SQL Server(note – requires IIS)

DBActive

AgentsActiveFrontEndActiveCORE_2ActivePSTN_2Active

AdminPassiveCORE_1PassivePSTN_1PassiveWebsitePassive

Page 7: BCM Sizing

SAP BCM 7.0 HARDWARE SIZING

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Up to 300 simultaneous agents This expands on the smaller design by adding in two application servers purely to run the BCM processes. This

gives a higher level of redundancy and performance.

The Reporting can reside on the backup node of the SQL cluster.

Using Integration to CRM? You can use the existing servers for this. Add in an extra virtual unit.

App. server

AdminActiveCORE_1ActivePSTN_1ActiveWebsiteActive

AgentsPassiveFrontEndPassiveCORE_2PassivePSTN_2Passive

Database 2-node SQL Cluster

DBActive

REPORTINGActive

PSTN

Gateways

App. server

AgentsActiveFrontEndActiveCORE_2ActivePSTN_2Active

AdminPassiveCORE_1PassivePSTN_1PassiveWebsitePassive

Page 8: BCM Sizing

SAP BCM 7.0 HARDWARE SIZING

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Up to 500 simultaneous agents This is the standard server architecture, and can handle up to 500 simultaneous agents. This is very scalable,

and the reporting has it’s own server both for it’s own performance and that of the databases.

This can be easily expanded just by adding in more application servers – no further reporting or SQL servers are

required in normal situations.

Using Integration to CRM? You need a separate application server to run this.

Reporting

REPORTINGActive

PSTN

Gateways

Database 2-node SQL Cluster

DBActive

App. server

AdminActiveCORE_1ActivePSTN_1ActiveWebsiteActive

AgentsPassiveFrontEndPassiveCORE_2PassivePSTN_2Passive

App. server

AgentsActiveFrontEndActiveCORE_2ActivePSTN_2Active

AdminPassiveCORE_1PassivePSTN_1PassiveWebsitePassive

Page 9: BCM Sizing

SAP BCM 7.0 HARDWARE SIZING

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500-1000 simultaneous agents Due to the expanded traffic, primarily in Web and PSTN, those services have been increased and more servers

added.

This also gives further website redundancy. Half of the agents can log onto WEB_1 and the other half, WEB_2.

In the unlikely event of one website failing, only half of the agents are affected.

Note that when increasing the number of agents to this level, it is particularly recommended to have a scoping

workshop prior to sizing hardware. With this number of agents, small items in the scope can have a big effect on

hardware requirements.

Using Integration to CRM? You need a separate application server to run this.

App. server

AdminActiveWebsite_1ActivePSTN_1Active

CORE_2PassivePSTN_2Passive

Database 2-node SQL Cluster

DBActive

Reporting

REPORTINGActive

PSTN

Gateways

App. server

FrontEndActiveCORE_2Active

AdminPassivePSTN_1PassiveWebsite_2Passive

App. server

AgentsActivePSTN_2Active

CORE_1PassiveWebsite_1PassivePSTN_3Passive

App. server

CORE_1ActiveWebsite_2ActivePSTN_3Active

AgentsPassiveFrontEndPassive

Page 10: BCM Sizing

SAP BCM 7.0 HARDWARE SIZING

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Over 1000 agents, or different scope

In these situations, it is best to contact a member of the SAP BCM Customer Enablement team.

COMPONENT SCALING

Design limits for solution planning The recommended maximum simultaneous calls, or agents that an individual BCM component can run on a dedicated hardware. Use these for planning, or scaling up a BCM solution. NOTE! These below figures are based on the 6.0 performance. This will be updated when new information is available. COMPONENT MAXIMUM SIMULTANEOUS:

CEM Up to 2000 agents

H.323 bridge 1000 Calls

SIP Bridge 1000 calls

MRS 1000 normal/NAT:ted calls OR 800 encrypted (SRTP) calls OR 400 prompts OR 400 G.711 / 200 G.729 call recordings

IIS About 1000 softphone users

Connection Server 500 connections

OII A dedicated server after 500 users

ETC 1000 hardphones

Page 11: BCM Sizing

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Multiplying BCM components in one system When the maximum design limit has been reached, the BCM components can be multiplied as follows: COMPONENT Multiple components possible

CEM/CD Yes

H.323 bridge Yes

SIP Bridge Yes

MRS Yes

WEB: Admin/WebClients/ Internal/Reporting

Yes/Yes/Yes/Yes

Connection Server Yes

OII Yes

Communication Services No

Page 12: BCM Sizing

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