© 2009 Cisco Systems, Inc. All rights reserved. 1 Enhanced CTI Scalability for Unified CM 7.1(3) & 8.0(1) George Gary, Product Mgr December 2009

© 2009 Cisco Systems, Inc. All rights reserved. 2 Agenda  CTI Improvement Highlights  Definition of terms  NEW - Multi-Line Support  NEW - Multiple Applications per Device Support  NEW – CTI support for 7816 clusters  Example of CTI scalability sizing  CTI Subscriber & Cluster capacity  UC Capacity Tool

© 2009 Cisco Systems, Inc. All rights reserved. 3 Unified CM 7.1(3) & 8.0(1) CTI Scalability Feature Highlights  Use cases illustrate 2-6 times more CTI capacity  Better CTI scalability for multi-application environments  Better CTI scalability for multi-line environments  New CTI support for 7816 server class  New CTI design guidelines

© 2009 Cisco Systems, Inc. All rights reserved. 4 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 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, or used with a CTI application

© 2009 Cisco Systems, Inc. All rights reserved. 5 CTI support for Multiple Lines Unified CM 7.1(3) & 8.0(1)  100% improvement from 7.0(1)  CTI now supports 2 CTI-enabled lines (unique DN or shared DNs) per device without requiring additional resources Previously 1 CTI resource was required per DN  Device BHCA must not exceed 6  If device BHCA exceeds 6 or if the device is configured with 2 or more CTI-enabled DNs, then additional CTI resources are required.  Use the Unified Communication Sizing Tool to determine the CTI resources required: NEW

© 2009 Cisco Systems, Inc. All rights reserved. 6 CTI support for Multiple Applications Unified CM 7.1(3) & 8.0(1)  200% improvement  CTI now supports 3 CTI applications per device without requiring additional resources Previously 1 CTI resource was required per application  Device BHCA must not exceed 6  If device BHCA exceeds 6 or if 4 or more CTI applications are connecting to the same device, then additional CTI resources are required.  Use the Unified Communication Sizing Tool to determine the CTI resources required: NEW

© 2009 Cisco Systems, Inc. All rights reserved. 7 CTI support for 7816 Unified CM 7.1(3) & 8.0(1)  Unified CM 7.1(3) and later now includes CTI support for up to 400 devices on the MCS-7816-H3/I3 servers  A four (4) Subscriber 7816 cluster now supports up to 1,600 CTI enabled devices.  Use the Unified Communication Sizing Tool to determine the CTI resources required: NEW

© 2009 Cisco Systems, Inc. All rights reserved. 8 Comparison of CTI Improvements Unified CM 7.1(2) or earlier  7816-H3/I3 – 600 devices  7825-H3/I3 – 3,600 devices  7835-H2/I2 – 4,000 devices  7845-H2/I2 – 13,500 devices Unified CM 7.1(3) and later  7816-H3/I3 – 1,600 devices  7825-H3/I3 – 3,600 devices  7835-H2/I2 – 8,000 devices  7845-H2/I2 – 20,000 devices Each device may use 3 CTI applications concurrently Cisco Unified Personal Communicator (desktop mode) + Attendant Console Monitoring + Call Recording Each device may have 2 lines configured Use the Unified Communication Sizing Tool to determine the CTI resources required: Based on four (4) server cluster

© 2009 Cisco Systems, Inc. All rights reserved. 9 CTI Sizing Example for 500 Users Unified CM 7.1(3) & 8.0(1) Cisco Unified Attendant Console CUCIMOC or Cisco Unified Personal Communicator (desktop mode) Third-party Recording Server Assumptions: All devices have 2 CTI-enabled lines and 3 CTI applications associated/configured Sizing CTI for 500 devices Unified CM 7.0(1) or earlier 500 devices * 2 lines per device * 3 apps/device 3,000 CTI resources needed Unified CM 7.1(3)/8.0(1) Now includes support for up to 2 lines and 3 applications per device 500 CTI resources needed CTI

© 2009 Cisco Systems, Inc. All rights reserved. 10 CTI Scalability Improvements (Per Server) Server Class Unified CM 7.1(2) or earlier 1 Applications per device 6 Max Device BHCA 2 lines (unique or shared) per device Unified CM 7.1(3) & 8.0(1) 3 Applications per device 6 Max Device BHCA 2 lines (unique or shared) per device 7816-H3/I3150 CTI devices 350 non-CTI devices Total devices on Subscriber: 500 (1 app/device) 400 CTI devices or 800 CTI-enabled lines whichever comes first 0 non-CTI devices 1 CTI provider supports 400 devices Total devices on Subscriber: 400 (3 applications/device) 7825-H3/I3900 CTI devices or 1,800 CTI-enabled lines whichever comes first 100 non-CTI devices 1 CTI provider supports 900 devices Total devices on Subscriber: 1,000 (1 app/device) 900 CTI devices or 1,800 CTI-enabled lines whichever comes first 0 non-CTI devices 1 CTI provider supports 900 devices Total devices on Subscriber: 900 (3 applications/device) 7835-H2/I21,000 CTI devices or 2,000 CTI-enabled lines whichever comes first 1,500 non-CTI devices 1 CTI provider supports 1,000 devices Total devices on Subscriber: 2,500 (1 app/device) 2,000 CTI devices or 4,000 CTI-enabled lines whichever comes first 0 non-CTI devices 1 CTI provider supports 2,000 devices Total devices on Subscriber: 2,000 (3 applications/device) 7845-H2/I23,375 CTI devices or 6,750 CTI-enabled lines whichever comes first 4,125 non-CTI devices 1 CTI provider supports 3,375 devices Total devices on Subscriber: 7,500 (1 app/device) 5,000 CTI devices or 10,000 CTI-enabled lines whichever comes first 0 non-CTI devices 1 CTI provider supports 5,000 devices Total devices on Subscriber: 5000 (3 applications/device)

© 2009 Cisco Systems, Inc. All rights reserved. 11 CTI Scalability Improvements (Cluster Totals) Server Class Unified CM 7.1(2) or earlier Assumes a 4 Subscriber cluster 1 Applications per device 6 Max Device BHCA 2 lines (unique or shared) per device Unified CM 7.1(3) & 8.0(1) Assumes a 4 Subscriber cluster 3 Applications per device 6 Max Device BHCA 2 lines (unique or shared) per device 7816-H3/I3600 CTI enabled devices 1,400 non-CTI devices Total cluster devices: 2,000 (1 application/device) 1,600 CTI devices or 3,200 CTI-enabled lines whichever comes first (evenly distributed) 0 non-CTI devices 1 CTI provider supports 400 devices Total cluster devices : 1,600 (3 applications/device) 7825-H3/I33,600 CTI enabled devices or 7,200 CTI-enabled lines whichever comes first (evenly distributed) 400 non-CTI devices Total cluster devices: 4,000 (1 application/device) 3,600 CTI devices or 7,200 CTI-enabled lines whichever comes first (evenly distributed) 0 non-CTI devices Total cluster devices: 3,600 (3 applications/device) 7835-H2/I24,000 CTI enabled devices or 8,000 CTI-enabled lines whichever comes first (evenly distributed) 6000 non-CTI devices Total cluster devices: 10,000 (1 application/device) 8000 CTI devices or 16,000 CTI-enabled lines whichever comes first (evenly distributed) 0 non-CTI devices Total cluster devices: 8,000 (3 applications/device) 7845-H2/I213,500 CTI enabled devices or 6,750 CTI-enabled lines whichever comes first (evenly distributed) 20,000 non-CTI devices Total cluster devices: 30,000 (1 application/device) 20,000 CTI devices or 40,000 CTI-enabled lines, whichever comes first (evenly distributed) 0 non-CTI devices Total cluster devices: 20,000 (3 applications/device)

© 2009 Cisco Systems, Inc. All rights reserved. 12 UC Capacity Tool  Use the UC Capacity tool to determine CTI cluster sizing for: Mixtures of CTI and non-CTI devices Various Busy Hour Call Attempt Rates Cases when devices may be configured with 3 or more lines  UC Capacity tool will be updated with new rules based on these scalability rules by April 6, 2010  For CTI sizing questions  Link to UC Capacity Tool:

© 2009 Cisco Systems, Inc. All rights reserved. 13