SAP BCM 7.

0 Hardware Sizing
version 1.0

SAP BCM 7.0 HARDWARE SIZING

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

SAP BCM 7.0 HARDWARE SIZING

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.

SAP BCM 7.0 HARDWARE SIZING

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.

Gateways

SQL Server

PSTN

(note requires IIS) DB Active Admin Active Agents Active FrontEnd Active CORE Active PSTN Active Website Active Reporting Active

SAP BCM 7.0 HARDWARE SIZING

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.

SAP BCM 7.0 HARDWARE SIZING

Gateways

PSTN

Database SQL Cluster node SQL Server

(note requires IIS) DB Active Admin Active CORE_1 Active PSTN_1 Active Website Active Reporting Active Agents Passive FrontEnd Passive CORE_2 Passive PSTN_2 Passive

Database SQL Cluster node SQL Server

(note requires IIS) DB Active Agents Active FrontEnd Active CORE_2 Active PSTN_2 Active Admin Passive CORE_1 Passive PSTN_1 Passive Website Passive

SAP BCM 7.0 HARDWARE SIZING

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.

Gateways

PSTN

Database 2-node SQL Cluster

DB Active REPORTING Active

App. server
Admin Active CORE_1 Active PSTN_1 Active Website Active Agents Passive FrontEnd Passive CORE_2 Passive PSTN_2 Passive

App. server
Agents Active FrontEnd Active CORE_2 Active PSTN_2 Active Admin Passive CORE_1 Passive PSTN_1 Passive Website Passive

SAP BCM 7.0 HARDWARE SIZING

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 its own server both for its 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.

Gateways

PSTN

Database 2-node SQL Cluster

DB Active

Reporting
REPORTING Active

App. server
Admin Active CORE_1 Active PSTN_1 Active Website Active Agents Passive FrontEnd Passive CORE_2 Passive PSTN_2 Passive

App. server
Agents Active FrontEnd Active CORE_2 Active PSTN_2 Active Admin Passive CORE_1 Passive PSTN_1 Passive Website Passive

SAP BCM 7.0 HARDWARE SIZING

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.

Gateways

PSTN

Database 2-node SQL Cluster

DB Active

Reporting
REPORTING Active

App. server
Admin Active Website_1 Active PSTN_1 Active CORE_2 Passive PSTN_2 Passive

App. server
CORE_1 Active Website_2 Active PSTN_3 Active Agents Passive FrontEnd Passive

App. server
FrontEnd Active CORE_2 Active Admin Passive PSTN_1 Passive Website_2 Passive

App. server
Agents Active PSTN_2 Active CORE_1 Passive Website_1 Passive PSTN_3 Passive

SAP BCM 7.0 HARDWARE SIZING

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 H.323 bridge SIP Bridge MRS

Up to 2000 agents 1000 Calls 1000 calls 1000 normal/NAT:ted calls OR 800 encrypted (SRTP) calls OR 400 prompts OR 400 G.711 / 200 G.729 call recordings About 1000 softphone users 500 connections A dedicated server after 500 users 1000 hardphones

IIS Connection Server OII ETC

10

SAP BCM 7.0 HARDWARE SIZING

Multiplying BCM components in one system When the maximum design limit has been reached, the BCM components can be multiplied as follows: COMPONENT
CEM/CD H.323 bridge SIP Bridge MRS WEB: Admin/WebClients/ Internal/Reporting Connection Server OII Communication Services

Multiple components possible

Yes Yes Yes Yes Yes/Yes/Yes/Yes

Yes Yes No

11

www.sap.com

2011 SAP AG. All rights reserved. SAP, R/3, SAP NetWeaver, Duet, PartnerEdge, ByDesign, SAP BusinessObjects Explorer, StreamWork, and other SAP products and services mentioned herein as well as their respective logos are trademarks or registered trademarks of SAP AG in Germany and other countries. Business Objects and the Business Objects logo, BusinessObjects, Crystal Reports, Crystal Decisions, Web Intelligence, Xcelsius, and other Business Objects products and services mentioned herein as well as their respective logos are trademarks or registered trademarks of Business Objects Software Ltd. Business Objects is an SAP company. Sybase and Adaptive Server, iAnywhere, Sybase 365, SQL Anywhere, and other Sybase products and services mentioned herein as well as their respective logos are trademarks or registered trademarks of Sybase, Inc. Sybase is an SAP company. All other product and service names mentioned are the trademarks of their respective companies. Data contained in this document serves informational purposes only. National product specifications may vary. These materials are subject to change without notice. These materials are provided by SAP AG and its affiliated companies (SAP Group) for informational purposes only, without representation or warranty of any kind, and SAP Group shall not be liable for errors or omissions with respect to the materials. The only warranties for SAP Group products and services are those that are set forth in the express warranty statements accompanying such products and services, if any. Nothing herein should be construed as constituting an additional warranty.