SAP BCM 7.0 Hardware Sizing version 1.0
SAP BCM 7.0 HARDWARE SIZING
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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
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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.
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
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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.
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
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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
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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
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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
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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
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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
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