© 2010 Cisco Systems, Inc. All rights reserved. 1 Enhanced CTI Scalability for Unified CM 8.6(x) George Gary, Product Mgr Last update May 2011 – Public Content EDCS

© 2010 Cisco Systems, Inc. All rights reserved. 2 Agenda  CTI Improvement Highlights  Definition of terms  Multiple CTI-enabled Lines  Multiple CTI Applications per Device  Example of CTI scalability sizing  CTI Subscriber & Cluster capacity  UC Capacity Tool

© 2010 Cisco Systems, Inc. All rights reserved. 3 Scalability Enhancements Unified CM 8.6(1) General Scalability increase: Up to 10,000 users per server pair * 33% Increase CTI Scalability Increase: CTI for EVERY user on the cluster. Up to 10,000 CTI Enabled Users per server pair * 100% increase * Cluster performance depends on a number of factors. Please use the Cisco Unified Communications Sizing Tool (CUCST) to determine the number of endpoints/users.

© 2010 Cisco Systems, Inc. All rights reserved. 4 Performance improves in each release Cisco Unified Attendant Console Cisco Unified Personal Communicator or CUCIMOC (desktop mode) Third-party Recording Server Unified CM 7.0(x) 10,000 CTI enabled Users per cluster 1 line, 1 application per device Unified CM 8.0(x) – 100% increase 20,000 CTI enabled Users per cluster 2 lines, 3 applications per device Unified CM 8.6(x) – 300% increase 40,000 CTI enabled Users per cluster 5 lines, 5 applications per device CTI Cisco Unified Contact Center Enterprise & Hosted CTI Click to Call or CRM Connectors CTI

© 2010 Cisco Systems, Inc. All rights reserved. 5 CTI support for Multiple Lines Unified CM 8.6(x)  400% improvement from 7.0(1)  CTI now supports 5 CTI-enabled lines (unique DN or shared DNs) per device without requiring additional resources Previously 1 CTI resource was required per line  Device BHCA must not exceed 6  If total device BHCA exceeds 6 or if the device is configured with more than 5 CTI-enabled DNs, then additional CTI resources are required.  Use the Cisco Unified Communications Sizing Tool (CUCST) to determine the CTI resources required:

© 2010 Cisco Systems, Inc. All rights reserved. 6 CTI support for Multiple Applications Unified CM 8.6(x)  400% improvement from 7.0(1)  CTI now supports 5 CTI applications per device without requiring additional resources Previously 1 CTI resource was required per application  Device BHCA must not exceed 6  If total device BHCA exceeds 6 or if more than 5 CTI applications are connecting to the same device, then additional CTI resources are required.  Use the Cisco Unified Communications Sizing Tool (CUCST) to determine the CTI resources required:

© 2010 Cisco Systems, Inc. All rights reserved. 7 Definition of terms Subscriber - a Unified CM server running the CallManager and/or CTI Manager service CTI enabled Device - a Cisco IP Phone or Virtual device (CTI port, RoutePoint) associated to and used with a CTI application A list of CTI supported devices can be found: CTI-enabled line - a device DN (unique or shared) enabled for CTI CTI Provider – a single IP connection between the CTI application and the CTI Manager service running on a Subscriber Non-CTI enabled Device – a Cisco IP Phone not enabled, associated to, or used with a CTI application

© 2010 Cisco Systems, Inc. All rights reserved. 8 CTI Scalability (Per Subscriber) Server Class Unified CM 8.6(x) 5 Applications per device 5 lines (unique or shared) per device 6 Max Device BHCA 7816-H4/I4 UCS C200 Total devices on Subscriber: 500 CTI enabled devices: 100% Maximum # of CTI devices: 500 Maximum # of CTI lines: 2,500 Maximum # of devices per CTI provider H5/I5 UCS C200 Total devices on Subscriber: 1,000 CTI enabled devices: 100% Maximum # of CTI devices: 1,000 Maximum # of CTI lines: 5,000 Maximum # of devices per CTI provider 1, H3/I3 UCS B200/SAN UCS C210-M1 Total devices on Subscriber: 2,500 CTI enabled devices: 100% Maximum # of CTI devices: 2,500 Maximum # of CTI lines: 10,000 Maximum # of devices per CTI provider 2, H3/I3 UCS B200/SAN UCS C210-M1 Total devices on Subscriber: 10,000 CTI enabled devices: 100% Maximum # of CTI devices: 10,000 Maximum # of CTI lines: 50,000 Maximum # of devices per CTI provider 10,000 See performance note on next slide

© 2010 Cisco Systems, Inc. All rights reserved. 9 Performance Note  CTI application initialization time for 10,000 lines (5,000 devices with 2 lines each) is ~3min 50,000 lines (10,000 devices with 5 lines each) is ~19min  Less lines per device results in faster initialization time  When using redundant CTI application servers, ensure both primary and backup applications initialize concurrently, so failover performance is minimized  Unified CM 8.6(2) initialization for 50k lines will complete in ~4min (TESTING IN PROGRESS) Results will be posted on the CDN J/TAPI Blogs

© 2010 Cisco Systems, Inc. All rights reserved. 10 Step 1: Determine Total CTI Device Count Step 2: Determine Line Factor Step 3: Determine Application Factor Number of CTI controlled devices 1-5 lines/device = 1 6 lines/device = lines/device = lines/device = lines/device = lines/device = apps/device = 1 6 apps/device = apps/device = apps/device = apps/device = apps/device = 2 Step 4: Total # of CTI Devices * Max (Line Factor, Application Factor) = Total CTI Resources needed Examples: 500 CTI devices 9 lines per device = 1.84 apps/device = * Max (1.8, 1.0) 500 * 1.8 = 900 CTI resources required CTI devices 5 lines per device = 1.09 apps/device = 1.82,000 * Max (1.0, 1.8) 2,000 * 1.8 = 3,600 CTI resources required 5,000 CTI devices 3 lines per device = 1.03 apps/device = 1.05,000 * Max(1.0, 1.0) 5,000 * 1.0 = 5,000 CTI resources required 10,000 CTI devices 5 lines per device = 1.05 apps/device = 1.010,000 * Max(1.0, 1.0) 10,000 * 1 = 10,000 CTI resources required Determining CTI Resources Required Unified CM 8.6(1)

© 2010 Cisco Systems, Inc. All rights reserved. 11 Cisco Unified Communications Sizing Tool (CUCST)  Use the Cisco Unified Communications Sizing Tool (CUCST) to determine CTI cluster sizing for: Mixtures of CTI and non-CTI devices Various Busy Hour Call Attempt Rates Cases when devices are configured with > 5 lines Cases when devices are configured with > 5 applications  Cisco Unified Communications Sizing Tool (CUCST) will be updated with new rules based on these scalability rules by June 7, 2011  For CTI sizing questions  Link to Cisco Unified Communications Sizing Tool:

© 2010 Cisco Systems, Inc. All rights reserved. 12