NA100 DMS-100 NA010 SR70EM NIS-Q218-1 ECM316 DMS-100F NTP-297-8991-910 ECM-620 - Datasheet Archive

 

ICM/CompuCALL Capacity & Engineering ©1999 Northern Telecom Printed in the United States of America NORTHERN TELECOM

 

NA100 NA100 ICM/CompuCALL ICM/CompuCALL Capacity & Engineering ©1999 Northern Telecom Printed in the United States of America NORTHERN TELECOM CONFIDENTIAL: The information contained in this document is the property of Northern Telecom. Except as specifically authorized in writing by Northern Telecom, the holder of this document shall keep the information contained herein confidential and shall protect same in whole or in part from disclosure and dissemination to third parties and use same for evaluation, operation, and maintenance purposes only. Information is subject to change without notice. Northern Telecom reserves the right to make changes in this Specification or the equipment which it relates at any time without notice and without liability. DMS-100 DMS-100 switch, Meridian and CompuCALL are trademarks of Northern Telecom June 23, 1999 Version 1.0 1 ICM/CompuCALL Capacity & Eng'g 1.0 General This document contains the ICM/CompuCALL system capacity and engineering information. It provides the following information, · System capacity and limitations analysis · Call Capacity and SCAI links engineering guidelines · the Multi-Applications LPP engineering for the new ICM EIU application, · the measurements of ICM/CompuCALL call timings and SCAI link messages, · Issues and recommendations The capacity data listed in this document is based on the NA010 NA010 release with the SR70EM SR70EM Supernode and the Multi-Application LPP. 1.1 Scope This document addresses the switch side of the system capacity and link engineering for NA010 NA010 ICM and CompuCALL applications, specifically, · the CM call timings and the SCAI link usage of a selected set of ICM/CompuCALL calltypes, · the feature impact to NA100 NA100 system capacity, based on three ICM/CompuCALL traffic models, · the engineering rules of the ICM TCP/IP link and the CompuCALL X.25 link, · the multi-applications LPP for ICM EIUs. The system capacity and limitation contained in this document assumes that the Host computer is not a limiting factor. All calltypes that are used in call timing and message measurement are normal call cases, i.e. the error handling part of real-time and the message scenario of re-transmission are not included. The maintenance aspect of system performance, such as the periodic audits, Routine EXercises, system error recovery, etc., will not be included, unless stated otherwise. 1.2 References 1. DMS-100 DMS-100 CompuCALL / Meridian SCAI Interface Specification, NIS-Q218-1 NIS-Q218-1 2. IOC ECM316 ECM316, Issue 14, July 2, 1998 3. IOM Provisioning, Nortel Network Eng. Bulletin, Issue 1.1, March 1998 4. Provisioning Rules for LPP, SSLPP and SNSE LIS, SEB 92-02-001 v02.01. 5. DMS-100F DMS-100F Ethernet Interface Unit User Guide, NTP-297-8991-910 NTP-297-8991-910 6. LIM Functional Block/Detail Engineering, ECM-620 ECM-620, Issue 38, 10/2/1998 2 Version 1.0 June 23, 1999 ICM/CompuCALL Capacity & Engineering 1.3 Glossary 1. ACD Automatic Call Distribution 2. Bps Bytes per second, KBps - Kilo Bytes per second 3. bps bits per second, Kbps - Kilo bits per second 4. CC-MISCall Center Management Information System 5. CTI Computer Telephony Integration 6. EMPC Enhanced Multi-Protocol Controller 7. ICM Intelligent Call Management 8. IOC Input/Output Controller Module 9. IOM a 2-card Input/Output Module, a cost reduction of IOC shelf, housed in an ISM shelf 10. IP Internet Protocol 11. MA refer to the Multi-Applications of LPP 12. PDN Public Data Network 13. PSTN Public Switched Telephony Network 14. SVC X.25 Switched Virtual Circuit 15. SCAI Switch to Computer Application Interface (ANSI SCAI standard) 16. TCP Transmission Control Protocol June 23, 1999 Version 1.0 3 ICM/CompuCALL Capacity & Eng'g 2.0 DMS-100 DMS-100 CTI Products Overview The DMS-100 DMS-100 CTI (Computer Telephony Integration) products are built upon the DMS-100 DMS-100 switch, and use ACD (Automatic Call Distribution) and Centrex features and services to serve the customer's voice sets. As illustrated in Figure 1, two CTI solutions are currently available to NA100 NA100 customers for Call Center applications. The CompuCALL solution, which uses the ANSI Switch Computer Applications Interface (SCAI) protocol across X.25 links, includes CTI messages developed from BCS30 BCS30 to LEC007 LEC007. The Intelligent Call Management (ICM) solution, which offers LEC008 LEC008 and above messages using the SCAI protocol over an X.25 or TCP/IP link, provides a more feature rich solution with a more flexible open transport interface. Figure 1 : DMS-100 DMS-100 CTI System Configuration CompuCALL Solution Host Computer DMS-100 DMS-100 SCAI Msg Link S oftw are MPC C om puC ALL Agent Desktop CTI Server CompuCALL X.25 Links DMS IBN or EBS line ICM Solution Host Computer DMS-100 DMS-100 SCAI Msg Link EIU IC M S oftw are Agent Desktop CTI Server ICM TCP/IP Links DMS IBN or EBS line Centrex CTI integrates the capabilities of a customer's PCs, servers, and Corporate LAN with the Centrex telephone system. Using a variety of information provided by the DMS-100 DMS-100 including CLID as well as IVR input, Centrex CTI applications enable users to automatically access database information about callers in order to route the call as well as the caller data to the most appropriate agent. By using the CompuCALL or ICM DMS CTI link, Centrex customers can enjoy the productivity and costsaving advantages of Centrex CTI applications. Applications such as Fax-Back, Unified Messaging, Screen Pops, Softphone, Skills Based Routing, Web Call Back, etc. can be enabled by the CompuCALL/ ICM link. The CompuCALL and ICM links use the Switch to Computer Application Interface (SCAI) protocol to transport CTI messages to/from the DMS-100 DMS-100. SCAI is an Open Systems Interconnection (OSI) application layer protocol suite for peer-to-peer data communication between the host computer and the DMS-100 DMS-100. ANSI T1S1 SCAI defines a set of messages that enables the Centrex switch and the business CTI Server 4 Version 1.0 June 23, 1999 ICM/CompuCALL Capacity & Engineering to work together to coordinate the switch's handling of inbound and outbound calls with the server's information handling. It enables the functional integration of computer systems and telephony switching systems. Currently, the messages defined at the SCAI layer, a.k.a. SCAI messages, are the same for both CompuCALL and ICM with the exception of the APPL-LOGON message of which the linkset_name parameter must be provided for Ethernet TCP/IP but is not required for X.25. Thus, both solutions, technically speaking, are implemented the same at the application layer. Both solutions can coexist in the same DMS-100 DMS-100 switch, and can be datafilled in the same tables such as SCAICOMS and SCAIGRP. Commercially, CompuCALL and ICM are treated as two different feature packages. For a given CTI server, a single solution, either the CompuCALL or the ICM but not both, will be allowed. It is recommended that all new CTI installations use the ICM solution and implement Ethernet TCP/IP as the transport mechanism. The CompuCALL X.25 physical connection is achieved by using the Enhanced Multi-Protocol Controller (EMPC) card installed on the DMS I/O Controller (IOC). The ICM TCP/IP connectivity is provided through an Ethernet Interface Unit (EIU) installed in the LPP or FLIS. In comparison to the EMPC runiing X.25, the EIU provides the DMS-100 DMS-100 switch with LAN connectivity and TCP/IP transport that supports more flexible connectivity options. In this document, the term "CompuCALL" refers to the CompuCALL solution that uses a set of X.25 links between the DMS-100 DMS-100 switch and the customer's CTI server. The term "ICM" refers to the ICM solution that uses TCP/IP links between the DMS-100 DMS-100 switch and the customer's CTI server. Please refer to the CompuCALL/Meridian SCAI Interface Specification [1] for more detailed information. June 23, 1999 Version 1.0 5 ICM/CompuCALL Capacity & Eng'g 3.0 System Capacity Analysis The system capacity data is very sensitive to call traffic assumptions such as the CCS, the Average Hold Time (AHT), and the call flow (i.e. traffic model) that the analysis is based on. As a result, one must understand that the capacity data alone is ambiguous unless the underlaid traffic assumptions and traffic model are specified. 3.1 ICM/CompuCALL Traffic Models The DMS-100 DMS-100 Switch is subject to various constraints that will limit the ICM/CompuCALL system capacity. To understand the system capacity and the feature impact to DMS-100 DMS-100 switch, three simple ICM/CompuCALL traffic models are used to represent a range of ICM/CompuCALL applications. They are, · Simple Screen Pops with no Redirects Model - represents a simple screen pop with no SCAI redirects. This model contains calls to agents which answer immediately via CompuCALL/ICM messages. Each call is handled by one agent and each agent handles an average of 20 Call Attempts per Busy Hour (BHCAs). · Redirects with IVR Model - this model emulates a typical call center scenario where all calls are "front-ended" by an IVR and then handled accordingly: - 10% of calls are self service (Basic Call Offer/Answer). - 20% of calls are Zero Outs (also, Basic Call Offer/Answer). - 70% of calls are answered by IVR, redirected and transferred to live agent - 50% of transfers are queued and redirected to Music source. An estimated 2.25 agents (=10%*1 + 20%*2 +70%*2 +70%*50%*1) are involved per call attempt. Each agent is assumed to handle 20 BH "agent" Calls (named as the agent_CAs, as most calls involve 2.25 agents). · Screen Pops with Redirects and Transfers Model - this is a hypothetical model defined for a more complex screen pop application with additional redirections, conference and transfers. It is used to analyze the capacity impact of additional cost of redirects, conferences and transfers. This model contains the Simple Screen Pop Model defined above as well as the following additional components: - 1 redirection per call, - 20% of calls queued with treatment, - 10% of calls conferenced, - 50% of calls transferred, - 20% of calls transferred a second time. An estimated 1.8 agents (=1 + 10%*1 + 50%*1 +20%*1) are involved per call attempt. Each agent is assumed to handle 20 BH "agent" calls, as most calls involve 1.8 agents. For each model, a weighted Average Work Time (AWTc) is computed. A computed AWTc is the sum of contributed RT from each calltype in the model (see Table 1 to 6). That is, AWTc = Sum(%weightingi * RTi) + features_AddOn_cost; 6 Version 1.0 where i=1 to nth calltype. June 23, 1999 ICM/CompuCALL Capacity & Engineering In other words, the AWTc is the average real-time (RT) required for call processing to process a Call Attempt (CA). The same concept applies to AMT which is the average total SCAI messages, in bytes per CA, for a specific model. That is, AMT = Sum(%weightingi * MTi) where i=1 to nth calltype. The MTi is the SCAI message total, in bytes, for calltype i. A set of calltypes and the measurements of their call timing (RT) and message total (MT) are provided in Section 6. The system capacity, in units of BHCA, can be calculated by the following formula, BHCAe = (CPOccue(engineering limit)* 3,600,000 ms) / AWTc where BHCAe, also known as the engineered call capacity, is the system engineered capacity for a given configuration and Grade_Of_service. The main application of BHCAe, and the associated AWTc is for system capacity planning and forecast. Tables 1 through 6 shown below define the three traffic models that are used for this analysis. The CM RT data is in ms for the SR70EM SR70EM processor, and adjusted for LNP/AIN SOC'd on (refer to notes in Section 6.1.1). The CallP msgs are the SCAI messages that are transported over SCAI links at the physical layer (refer to Section 3.3.1). The message lengths for messages sent from the DMS-100 DMS-100 to the Host computer (Rx_Host) or from the Host computer to the DMS-100 DMS-100 (Tx_Host) are in bytes. Table 1: Simple Screen Pops Model (CompuCALL) Simple Screen Pops Model (X.25) CM RT Cost in ms (SR70EM SR70EM) CallP msgs (@PDU1_MS) Calltype Calltype Description Weight Tot RT AuxCP CallP RT # msgs Rx_Host Tx_Host Call offered to agent and answered by CompuCALL 100% 18.94 7.10 11.84 14 405 175 #11 Queue Additive 10% 10.42 7.67 2.76 13 294 225 #25 #3 19.98 7.86 12.11 15.30 434.40 197.50 AWT Table 2: Redirects and IVR Model (CompuCALL) Redirects & IVR Model (X.25) CM RT Cost in ms (SR70EM SR70EM) CallP msgs (@PDU1_MS) calltype Calltype Description Weight Tot RT AuxCP CallP RT # msgs Rx_Host Tx_Host Call offered to agent and answered by CompuCALL 30% 18.94 7.10 11.84 14 405 175 Call answered by IVR, redirected & transferred to agent 70% 48.68 20.09 28.59 42 1251 697 #24 + #45 - #2 Additional redirect and transfer to Music & Queuing 35% 47.17 24.43 22.74 47 1252 854 #24 - #3 + #25 - #3 + #45 - #2 56.26 24.74 31.52 50.05 1435.4 839.30 AWT June 23, 1999 Version 1.0 #11 7 ICM/CompuCALL Capacity & Eng'g Table 3: Screen Pops with Redirects & Transfers Model (CompuCALL) Redirects & Transferred Model (X.25) CM RT Cost in ms (SR70EM SR70EM) CallP msgs (@PDU1_MS) calltype Calltype Description Weight Tot RT AuxCP CallP RT # msgs Rx_Host Tx_Host Call offered to agent and answered by CompuCALL 100% 18.94 7.10 11.84 14 405 175 #11 Call redirected 100% 4.45 2.40 2.06 5 196 228 #45 - #2 Call queued with treatment 20% 24.49 17.67 6.82 29 633 527 #25 - #3 + #26 - #3 Call conferenced 10% 35.80 13.23 22.58 26 715 347 #22 - #5 Call transferred 70% 27.19 10.64 16.55 23 674 294 #24 - #5 50.90 21.80 29.11 1270.9 748.90 AWT 43.50 Table 4 to 6 shown below contain the same traffic models for ICM. Table 4: Simple Screen Pops with no Redirect Model (ICM) Simple Screen Pops Model (TCP/IP) CM RT Cost in ms (SR70EM SR70EM) CallP msgs (@PDU1_MS) calltype Calltype Description Weight Tot RT AuxCP CallP RT # msgs Rx_Host Tx_Host Call offered to agent and answered with ICM 100% 17.04 5.27 11.77 13 664 500 #10 Queue Additive 10% 7.31 4.31 3.00 13 498 604 #17 #2 17.77 5.70 12.07 713.80 560.40 AWT 14.30 Table 5: Redirects & IVR Model (ICM) Redirects & IVR Model (TCP/IP) CM RT Cost in ms (SR70EM SR70EM) CallP msgs (@PDU1_MS) calltype Calltype Description Weight Tot RT AuxCP CallP RT # msgs Rx_Host Tx_Host Call offered to agent and answered with ICM 30% 17.04 5.27 11.77 13 664 500 #10 Call answered by IVR, redirected & transferred to agent 70% 43.78 14.64 29.13 39 1924 1520 #19 + #45 - #2 Additional redirect and transfer to Music & Queuing 35% 39.75 16.14 23.62 44 1954 1852 #19 - #2 + #17 - #2 + #45 - #2 49.67 17.48 32.19 46.60 2229.9 1862.2 AWT 8 Version 1.0 June 23, 1999 ICM/CompuCALL Capacity & Engineering Table 6: Screen Pops with Redirects & Transfers Model (ICM) Redirects & Transferred Model (TCP/ IP) Calltype Description CM RT Cost in ms (SR70EM SR70EM) CallP msgs (@PDU1_MS) calltype Weight Tot RT AuxCP CallP RT # msgs Rx_Host Tx_Host Call offered to agent and answered with ICM 100% 17.04 5.27 11.77 13 664 500 #10 Call redirected 100% 4.45 2.40 2.06 5 196 228 #45 - #2 Call queued with treatment 20% 17.94 10.88 7.06 28 1,082 1,310 #17 - #2 + #18 - #2 Call conferenced 10% 31.92 9.16 22.76 24 1,172 938 #21 - #4 Call transferred 70% 24.25 7.00 17.25 21 1,088 792 #19 - #4 45.25 15.66 29.59 40.70 1955.2 1638.2 AWT 3.2 CM Call Capacity The CM call capacity of NA100 NA100 with ICM/CompuCALL features is calculated by using the AWT of a given traffic model with the % penetration of ICM/CompuCALL features. Let AWTB and AWTICM be the average work times of the NA100 NA100 basic model (e.g. Base_Bus model) and the ICM/CompuCALL model (e.g. Simple Screen Pops model, see Table 4), respectively. If p is the percentage of the ICM call attempts of the mixed traffic, then the CM call capacity, in BHCAs, is given by the formula below: CM Call capacity in BHCAs = (3,600,000 * %CP_EngPt) /(1-p)*AWTB + p*AWTICM ) where, the AWTB for NA010 NA010 Base_Bus model is 5.081 ms for NA010 NA010; the %CP_EngPt is the % of CM engineering Point allocated for Call Processing. For the NA010 NA010 release, the standard value of %CP_EngPt for SR70EM SR70EM is 77%. For a NA100 NA100 ICM/CompuCALL switch, part of this % CallP allocation must be redistributed to AuxCP to allow AuxCP to have sufficient capacity to handle SCAI messages. 3.2.1 CALLP and AUXCP Requirement The majority of the CM real time (RT) work for ICM/CompuCALL calls is carried out in the CALLP (Call Processing) class. The remaining RT work undertaken by either the SCAIBASE or SCAITRAN process is carried out in AUXCP. The SCAIBASE process is basically a message router. On the incoming side, it decodes the SCAI message header and then routes the ICM/CompuCALL message to the appropriate destination. On the outgoing side, it determines the destination of the message by looking at the SCAI session information, encapsulates application specific data inside the appropriate envelope, and then sends it over the appropriate transport (i.e. X.25 or TCP/IP). The SCAITRAN process deals specifically with the ICM/CompuCALL transport functionality. Figure 2 and Table 7 shown below contain the %AUXCP settings for a range of CompuCALL call attempts. The max. %AuxCP values that exceed the 25% limit are based on the max. CompuCALL BHCAs at100% CP utilization and the selected traffic models. At this level of BHCAs, the OM BRSAUXCP for the %AuxCP utilization will exceed 100%. June 23, 1999 Version 1.0 9 ICM/CompuCALL Capacity & Eng'g Figure 2 : % AuxCP Settings and CompuCALL BHCAs CompuCALL %AuxCP Allocation 40% 49,908 35% 55,164 140,558 30% 36,379 114,463 41,290 25% 20% Traffic assumptions: - CompuCALL with NA100 NA100 Bus Model - Max AuxCP Setting = 25% - SR70EM SR70EM NA010 NA010 Call Timings,100% CPUtil 15% 10% Simple Screen Pops w/o Redirects Screen Pops with Redirects & Transfers 5% Redirects IVR model Max 25% AuxCP Setting 0% 0 20,000 40,000 60,000 80,000 100,000 120,000 140,000 160,000 CompuCALL BHCAs Table 7: CompuCALL Call Capacity and %AuxCP Settings CompuCALL BHCAs %AuxCP Setting (NA010 NA010 SR70EM SR70EM RT at 100%utilization of AuxCP) Simple Screen Pops w/o Redirects Redirects & IVR Model Screen Pops with Redirects & Transfers 1% 4,579 1,455 1,652 2% 9,157 2,910 3,303 3% 13,736 4,365 4,955 5% 22,893 7,276 8,258 7% 32,050 10,186 11,561 10% 45,785 14,552 16,516 15% 68,678 21,827 24,774 20% 91,570 29,103 33,032 25% 114,463 36,379 41,290 >25% and 100% CP Utilized 140,558 49,908 55,164 10 Version 1.0 June 23, 1999 ICM/CompuCALL Capacity & Engineering The maximum allowable real time usage of AUXCP at full load is adjustable via the DMS-100 DMS-100 Table OFCENG, office parameter AUXCP_CPU_SHARE. This office parameter may be set from 1% to 25% of the CM real-time, in 1% point increments. The parameter does not require a switch restart for activation. AUXCP is also used to schedule processes supporting applications other than ICM/CompuCALL, e.g., SMDI (Simplified Message Desk Interface). When more than one DMS application requiring AUXCP real time is present and running on the CM, the total AUXCP share should be set to the sum of the shares needed by each application, not to exceed the office parameter's maximum value of 25%. The performance impact of AUXCP processing class becomes evident when CM utilization levels exceed the switch's maximum engineerable real time available for call processing. The following considerations apply: · too high an AUXCP real time share could result in Dial Tone Delay beyond acceptable standard Grade of Service levels for other non-CompuCALL traffic (if the total traffic exceeds engineered levels, refer to Figure 4) · too low an AUXCP time share could result in degraded CompuCALL service, i.e. delays beyond the engineered messaging Grade of Service, if the CompuCALL traffic exceeds its engineered levels during peak CM utilization periods. Table 8 and Figure 3 contain the %AUXCP settings for handling ICM call attempts. Table 8: ICM Call Capacity and %AuxCP Settings ICM BHCAs (SR70EM SR70EM NA010 NA010 RT at 100% Utilization of AuxCP) %AuxCP Setting Simple Screen Pops w/o Redirects Redirects & IVR Model Screen Pops with Redirects & Transfers 1% 6,312 2,059 2,299 2% 12,625 4,119 4,598 3% 18,937 6,178 6,898 5% 31,561 10,297 11,496 7% 44,186 14,416 16,094 10% 63,123 20,594 22,992 15% 94,684 30,891 34,488 20% 126,245 41,188 45,984 25% 157,807 51,485 57,480 >25% and 100% CP Utilized 157,993 56,534 62,058 June 23, 1999 Version 1.0 11 ICM/CompuCALL Capacity & Eng'g Figure 3: %AuxCP Settings and ICM BHCAs ICM %AuxCP Allocation 30% 56,534 62,058 25% 51,485 157,993 57,480 157,807 20% 15% Traffic assumptions: - ICM Calls with NA100 NA100 Bus Model - Max AuxCP Setting = 25% - SR70EM SR70EM NA010 NA010 Call Timings,100% CPUtil 10% Simple Screen Pops w/o Redirects Screen Pops with Redirects & Transfers 5% Redirects IVR model Max 25% AuxCP Setting 0% 0 20,000 40,000 60,000 80,000 100,000 120,000 140,000 160,000 180,000 ICM BHCAs 3.2.2 NA100 NA100 System Call Capacity Impact The CM call capacity, as shown in Figure 4, is represented by a two dimensional chart of which the y-axis represents the CompuCALL BHCAs and the x-axis represents the BHCAs for the standard NA100 NA100 Business model, at 100% CP utilization. The dash section of each line indicates the level of CompuCALL BHCAs that will demand more than 25% of AuxCP to process the resulted SCAI messages. The domain enclosed by the x-axis, y-axis and the line of 100%CPUtil of a specific traffic model is the operating range of an NA100 NA100 switch mixed with ICM/CompuCALL traffic. The data indicates that the call capacity of a CompuCALL switch is about one-fourth or less of a standard NA100 NA100 switch capacity. This translates into a relatively small number of supported CTI agents. For example, an NA100 NA100 switch can support roughly 5.7K agents for a simple Screen Pop application, i.e. 5,700 agents =(114,463 BHCAs) *(1 agent_CA per CA) / (20 agent_CAs per agent), see section 3.1. The number of CTI agents that the switch will support will decrease as the ICM/CompuCALL applications get more complicated. Careful consideration should be made when engineering CompuCALL/ICM links for very large Centrex call center customers that require extensive CompuCALL/ICM messaging to drive their applications. For most customer applications, there should be plenty of capacity on the DMS-100 DMS-100 CPU to extend multiple CompuCALL/ICM links to Centrex call center customers. 12 Version 1.0 June 23, 1999 ICM/CompuCALL Capacity & Engineering Figure 4 : NA100 NA100 System Capacity with CompuCALL Traffic NA100 NA100 System Call Capacity with CompuCALL Traffic 160,000 Traffic assumptions: - CompuCALL mixed with NA100 NA100 Bus Model - Max AuxCP Setting = 25% - NA010 NA010 SR70EM SR70EM Call Timings,100% CPUtil 140,000 120,000 114,463 Simple Screen Pops w/o Redirects Screen Pops with Redirects & Transfers 100,000 Redirects IVR model 80,000 60,000 41,290 40,000 36,379 20,000 0 100,000 200,000 300,000 400,000 500,000 600,000 Std NA100 NA100 System BHCAs (Business Model, excluding CompuCall BHCAs) Table 9: NA100 NA100 System Capacity with CompuCALL Traffic @100%CPUtil Std NA100 NA100 BHCAs (i.e. non-CompuCALL BHCAs) CompuCALL BHCAs %AuxCP Setting Simple Screen Pops w/o Redirects Redirects & IVR Model Screen Pops with Redirects & Transfers Simple Screen Pops w/o Redirects Redirects & IVR Model Screen Pops with Redirects & Transfers 1% (w/o CompuCALL) - - - 545,562 545,562 545,562 1% 4,579 1,455 1,652 534,645 536,534 536,101 2% 9,157 2,910 3,303 516,643 520,420 519,554 3% 13,736 4,365 4,955 498,641 504,307 503,008 5% 22,893 7,276 8,258 462,638 472,080 469,915 7% 32,050 10,186 11,561 426,634 439,853 436,822 10% 45,785 14,552 16,516 372,628 391,512 387,183 15% 68,678 21,827 24,774 282,618 310,945 304,451 20% 91,570 29,103 33,032 192,609 230,377 221,719 25% 114,463 36,379 41,290 102,599 149,810 138,986 >25% (100% CompuCALL) 140,558 49,908 55,164 - - - June 23, 1999 Version 1.0 13 ICM/CompuCALL Capacity & Eng'g Figure 5 : NA100 NA100 System Capacity with ICM Traffic NA100 NA100 System Call Capacity with ICM Traffic 180,000 Traffic assumptions: 160,000 - CompuCALL mixed with NA100 NA100 Bus Model - Max AuxCP Setting = 25% - NA010 NA010 SR70EM SR70EM Call Timings,100% CPUtil 157,807 140,000 Simple Screen Pops w/o Redirects 120,000 Screen Pops with Redirects & Transfers Redirects IVR model 100,000 80,000 57,480 60,000 51,485 40,000 20,000 545,562 0 100,000 200,000 300,000 400,000 500,000 600,000 Std NA100 NA100 System BHCAs (Business Model, excluding CompuCall BHCAs) Table 10: NA100 NA100 System Capacity with ICM Traffic @100%CPUtil Std NA100 NA100 BHCAs (i.e. non-ICM BHCAs) ICM BHCAs %AuxCP Setting Simple Screen Pops w/o Redirects Redirects & IVR Model Screen Pops with Redirects & Transfers Simple Screen Pops w/o Redirects Redirects & IVR Model Screen Pops with Redirects & Transfers 1% (w/o ICM) - - - 545,562 545,562 545,562 1% 6,312 2,059 2,299 530,567 532,515 532,172 2% 12,625 4,119 4,598 508,487 512,384 511,697 3% 18,937 6,178 6,898 486,407 492,252 491,222 5% 31,561 10,297 11,496 442,248 451,988 450,272 7% 44,186 14,416 16,094 398,088 411,725 409,322 10% 63,123 20,594 22,992 331,848 351,330 347,898 15% 94,684 30,891 34,488 221,449 250,671 245,523 20% 126,245 41,188 45,984 111,050 150,012 143,148 25% 157,807 51,485 57,480 650 49,354 40,773 >25% (100% ICM) 157,993 56,534 62,058 - - - 14 Version 1.0 June 23, 1999 ICM/CompuCALL Capacity & Engineering 3.3 SCAI Message Link Capacity 3.3.1 SCAI Link Protocols Overview 3.3.1.1 CompuCALL X.25 Link Protocols Figure 6 shown below illustrates the CompuCALL X.25 link protocol stack. CompuCALL uses Switched Virtual Circuits (SVCs) as the connected end-end path control protocol between the application entities in CM and host computers. A SVC is a data session that can be established by performing the Call_Request setup through an X.25 layer 3 Virtual Circuit (VC). If the "Delivery Confirmation" option is set during SVC setup, for each packet sent, the sender node of SVC will receive a positive acknowledgment from the receiving node of SVC, as denoted by the svc_ack message in the message scenarios (see Section 6). On the p-side of EMPC, the interface which provides an RS232-C RS232-C or V.35 to X.25 Synch Modem or Data Unit supports various baud rates, ranging from 2.4 to 64 Kbps. The PDU1_X.25 of the X.25 link includes a standard 12 bytes of X.25 PLP and LAPB protocol overhead. Figure 6 : CompuCALL X.25 Link Protocol Stack DMS-100 DMS-100 Host Computer CM C TI S erver Com pu -Call PDU7 SCAI PDU 5 SVC MPC IOUI PDU3 PDU 2 PDU1_MS SCAI PDU7 IOC PDU7 PDU7 EMPC MPC IOUI PLP LAPB PDU7 SVC PDU7 PDU7 PDU 7 PDU3 PDU 2 PLP LAPB PDU 1_X.25 X.25 Link DMS-Bus 3.3.1.2 ICM TCP/IP Link Protocols Figure 7 illustrates the protocol stacks of the ICM SCAI message link as well as the terms associated with the layers and the protocol data units (PDUs) that are generated by the sending layers and received and processed by the receiving layers. June 23, 1999 Version 1.0 15 ICM/CompuCALL Capacity & Eng'g Figure 7 : ICM TCP/IP Link Protocol Stack DMS-100 DMS-100 Host Computer CM C TI S erver IC M PDU7 SCAI PDU 4 TCP TCP EIU PDU7 PDU 2 FTS PDU7 LPP PDU3 IP SCAI IP PDU7 FTS Ethernet PDU7 PDU1_MS PDU3 PDU7 PDU7 PDU 7 DMS-Bus IP PDU 2 Ethernet PDU 1_Eth LAN On the LAN-side of the EIU, a CSMA/CD Ethernet network that uses the IEEE 802.3 standard allows a bit rate of 10Mbps. The Ethernet PDU1_Eth adds 122 bytes of overhead for LLC (IEEE 802.2) and MAC (IEEE 802.3) protocols on top of the IP layer PDU3. TCP is a reliable, connection-oriented, acknowledged and data stream-oriented protocol. For each packet sent, the sender TCP requires a positive acknowledgment (ACK) from the receiving TCP. The tcp_ack packet, as shown in the message scenarios (refer to Section 6), with empty TCP segment is used if no application data is present. 3.3.2 SCAI Link Capacity Requirement 3.3.2.1 Link Capacity Required by CallP Table 11 and 12 shown below contain the SCAI link capacity that is required for SCAI messages at 100% CP utilization, exchanged between the DMS-100 DMS-100 and the host computers. Table 11: SCAI Messages (CallP) Over X.25 Link based on CompuCALL Models Simple Screen Pops Model CP msgs (PDU1_MS) in Bps % AuxCP Setting Redirects & IVR Model CP msgs (PDU1_MS) in Bps Screen Pops with Redirects & Transfers CP msgs (PDU1_MS) in Bps #_Rx/sec Rx_Host #_Tx/sec Tx_Host #_Rx/sec Rx_Host #_Tx/sec Tx_Host #_Rx/sec Rx_Host #_Tx/sec Tx_Host 1% 8.3 552 11.2 251 8.5 580 11.7 339 8.4 583.1 11.6 343.6 2% 16.5 1,105 22.4 502 17.0 1,160 23.4 679 16.8 1,166.1 23.1 687.2 3% 24.8 1,657 33.6 754 25.5 1,741 35.2 1,018 25.2 1,749.2 34.7 1,030.7 5% 41.3 2,762 56.0 1,256 42.5 2,901 58.6 1,696 42.0 2,915.3 57.8 1,717.9 7% 57.9 3,867 78.3 1,758 59.6 4,061 82.1 2,375 58.8 4,081.5 80.9 2,405.1 10% 82.7 5,525 111.9 2,512 85.1 5,802 117.2 3,393 84.0 5,830.7 115.6 3,435.8 15% 124.0 8,287 167.9 3,768 127.6 8,703 175.8 5,089 125.9 8,746.0 173.4 5,153.7 20% 165.3 11,050 223.8 5,024 170.2 11,604 234.4 6,785 167.9 11,661.3 231.2 6,871.6 25% 206.7 13,812 279.8 6,280 212.7 14,505 293.1 8,481 209.9 14,576.6 289.0 8,589.5 >25% 253.8 16,961 343.6 7,711 291.8 19,899 402.0 11,635 280.4 19,474.3 386.1 11,475.6 (100%CPUtil) 16 Version 1.0 June 23, 1999 ICM/CompuCALL Capacity & Engineering Table 12: SCAI Messages (CallP) Over TCP/IP Link based on ICM Models Simple Screen Pops Model CP msgs (PDU1_MS) in Bps % AuxCP Setting Redirects & IVR Model CP msgs (PDU1_MS) in Bps Screen Pops with Redirects & Transfers CP msgs (PDU1_MS) in Bps #_Rx/sec Rx_Host #_Tx/sec Tx_Host #_Rx/sec Rx_Host #_Tx/sec Tx_Host #_Rx/sec Rx_Host #_Tx/sec Tx_Host 1% 11 1,252 14 983 12 1,276 15 1,065 12 1,249 14 1,046 2% 23 2,503 27 1,965 24 2,551 29 2,131 23 2,497 29 2,093 3% 34 3,755 41 2,948 36 3,827 44 3,196 35 3,746 43 3,139 5% 57 6,258 68 4,913 60 6,378 73 5,326 58 6,244 72 5,231 7% 80 8,761 96 6,878 84 8,929 102 7,457 82 8,741 100 7,324 10% 114 12,516 137 9,826 120 12,756 146 10,653 117 12,487 143 10,463 15% 171 18,774 205 14,739 181 19,135 219 15,979 175 18,731 215 15,694 20% 228 25,032 274 19,652 241 25,513 292 21,306 234 24,974 286 20,925 25% 285 31,290 342 24,565 301 31,891 365 26,632 292 31,218 358 26,157 285 31,326 342 24,594 331 35,018 401 29,244 315 33,705 386 28,240 >25% (100%CPUtil) 3.3.2.2 Link Capacity Required by Maintenance Additional SCAI link capacity must be engineered for DMS link maintenance software such as the External Node Maintenance (EXNODMTC) and ASU Maintenance (ASUMTC) to ensure the sanity and integrity of the interface and networking components that are involved in the SCAI messaging. The demand of link capacity for routine link maintenance is low. Table 13 contains link maintenance data gathered from lab measurements (see Section 6). They range between 12.7 and 28.2 bytes per second for TCP/IP sent/received from/ to the CM (Rx and Tx respectively), and between 1.3 and 9.1 bytes per second for X.25. Table 13: Estimated SCAI Link Maintenance Messages (at PDU1_MS level) avg Mtc packet size in Bytes sent from CM Rx_Mtc avg Mtc msgs in Bps, sent from CM avg Mtc packet size in Bytes sent to CM Tx_Mtc avg Mtc msgs in Bps, sent to CM EMPC routine Mtc msgs 31.7 1.3 192.1 9.1 EMPC Mtc msgs total 31.7 16.0 192.1 100.0 estimated EIU routine Mtc msgs 79.0 12.7 81.0 28.2 lab data EIU Mtc msgs total 79.0 250.0 81.0 500.0 estimated Rx_Mtc Tx_Mtc note lab data Without performing extensive SCAI link maintenance testing, the link capacity required for other maintenance tasks, such as the link tests, link state change (e.g. ManB, SysB), the EMPC or EIU PM loading, etc. will be difficult to model and forecast. A conservative estimation of 0.1 KBps per CoumpuCALL X.25 link and a 0.5 KBps per ICM TCP/IP link will be used in SCAI link engineering to accommodate maintenance messages. June 23, 1999 Version 1.0 17 ICM/CompuCALL Capacity & Eng'g 3.3.2.3 SCAI Link Capacity Calculation Additionally, a 20% link capacity will be added to adjust for Poisson random message arrival. Thus, the total required link capacity is, total SCAI link capacity required = ) For example, the X.25 link capacity required for Simple Screen Pops model, at 100% CompuCALL penetration and 100% CP Utilization, is = 1.2 * (16,961 + 100) = 20,473 Bytes/sec = 20.5 KBps @PDU1_MS. The detailed link provisioning is addressed in Section 4. 3.3.3 NA100 NA100 IOC and LPP Capacity Impact Figure 8 shows the total data rates, in Bytes per second (Bps), that are required to support the SCAI messages based on the three CompuCALL models. The data shown includes 60-bytes of DMS-Y protocol overhead for each message sent across DS30 links. Figure 8 : CompuCALL NA100 NA100 IOC Capacity Impact CompuCall SCAI Link (X.25) Capacity Requirement (in Bps @PDU1 over DS-30 DS-30 Links between MS-Bus and IOC) 60,000 50,000 44,946 43,615 40,000 38,681 30,000 Simple Screen Pops w/o Redirects (EMPC_Rx) 20,000 Simple Screen Pops w/o Redirects (EMPC_Tx) Screen Pops w/ Redirects & Transfers (EMPC_Rx) Screen Pops w/ Redirects & Transfers (EMPC_Tx) Redirects & IVR model (EMPC_Rx) 10,000 Redirects & IVR Model (EMPC_Tx) max. 50KBps IOC Eng'd capacity max. 25% AuxCP setting 0 20,000 40,000 60,000 80,000 100,000 120,000 140,000 160,000 CompuCall BHCAs A DMS Switch can have a maximum of 13 IOCs. It is possible to provision up to nine (9) EMPCs on a single IOC shelf, if required [2]. For CompuCALL applications, a single EMPC that supports X.25 protocol can 18 Version 1.0 June 23, 1999 ICM/CompuCALL Capacity & Engineering carry traffic up to 0.8 Erlang of link occupancy free of FCS errors. For reliability considerations, each EMPC card is provisioned only for one X.25 link, and each X.25 link is engineered at 0.4 Erlang for traffic. Based on the data rate shown in Figure 8, the CM call capacity will be exhausted prior to the X.25 link capacity limit. Figure 9 contains the total data rates, in Bps, that are required to supported the maximum call capacity of the three ICM traffic models. The data rate shown includes 60-bytes of DMS-Y protocol overhead for each message sent across the DS30 links. Figure 9 : ICM NA100 NA100 LPP Capacity Impact ICM SCAI Link (TCP/IP) Capacity Requirement (in Bytes ps @PDU1_MS over DS-30 DS-30 Links b/t MS-Bus and LMS) 70,000 66,351 63,687 60,000 58,659 50,000 40,000 30,000 Simple Screen Pops w/o Redirects (EIU_Rx) Simple Screen Pops w/o Redirects (EIU_Tx) 20,000 Screen Pops w/ Redirects & Transfers (EIU_Rx) Screen Pops w/ Redirects & Transfers (EIU_Tx) Redirects & IVR model (EIU_Rx) 10,000 Redirects & IVR Model (EIU_Tx) max. 40K Bps of LPP DS-30 DS-30 Eng'd for ICM EIUs max. 25% AuxCP setting 0 20,000 40,000 60,000 80,000 100,000 120,000 140,000 160,000 180,000 ICM BHCAs The EIU is used as an IP Router for the ICM application. A single EIU is capable of routing about 2.5 Mbps of data stream (about 25% of Ethernet bandwidth). Thus, a single EIU is capable of routing a high volume of SCAI messages that will exhaust CM call capacity before the EIU would run out of its own routing capacity. However, a maximum of 40 KBps of aggregated EIU traffic is imposed on EIUs on a multi-application LPP to protect the DS30 links from being overloaded. Figure 9 shows that a multi-application LPP is suitable for small ICM penetrations up to 1/3 of CM capacity, i.e. up to 20KBps of data rate. A separate FLIS is recommended for a larger ICM penetration. A maximum of 8 EIUs can be datafilled on a switch (LIUINV limit). There can only be a max. of 4 EIUs on an LPP (EIU platform limit). The FLIS can have up to 8 EIUs. However, due to the LPP DS-30 DS-30 link constraint June 23, 1999 Version 1.0 19 ICM/CompuCALL Capacity & Eng'g and the CM call capacity limit, a maximum of 2 EIUs on a multi-application LPP and 4 EIUs on FLIS are imposed for the ICM application [4]. 20 Version 1.0 June 23, 1999 ICM/CompuCALL Capacity & Engineering 4.0 ICM/CompuCALL Provisioning 4.1 CM Call Capacity Provisioning 4.1.1 CALLP and AUXCP Provisioning The majority of the CM real time (RT) work for ICM/CompuCALL calls is carried out in the CALLP class. The remaining RT work for SCAI message formatting and routing is carried out in AUXCP class. Figure 10 contains the %AUXCP required to process the SCAI messages for CompuCALL calls mixed with the NA100 NA100 Bus model. The data is based on the CompuCALL traffic models defined in Section 3. Please note that if the traffic model changes, so does the %AUXCP allocation. Figure 10 : CompuCALL % AuxCP Allocation CompuCALL %AuxCP Allocation 40% 49,908 35% 55,164 140,558 30% 36,379 114,463 41,290 25% 20% Traffic assumptions: - CompuCALL with NA100 NA100 Bus Model - Max AuxCP Setting = 25% - SR70EM SR70EM NA010 NA010 Call Timings,100% CPUtil 15% 10% Simple Screen Pops w/o Redirects Screen Pops with Redirects & Transfers 5% Redirects IVR model Max 25% AuxCP Setting 0% 0 20,000 40,000 60,000 80,000 100,000 120,000 140,000 160,000 CompuCALL BHCAs Figure 11 contains the %AUXCP required to process the ICM calls mixed with the NA100 NA100 Bus model. The data is based on the ICM traffic models defined in Section 3. June 23, 1999 Version 1.0 21 ICM/CompuCALL Capacity & Eng'g Figure 11 : ICM % AuxCP Allocation ICM %AuxCP Allocation 30% 56,534 62,058 25% 51,485 157,993 57,480 157,807 20% 15% Traffic assumptions: - ICM Calls with NA100 NA100 Bus Model - Max AuxCP Setting = 25% - SR70EM SR70EM NA010 NA010 Call Timings,100% CPUtil 10% Simple Screen Pops w/o Redirects Screen Pops with Redirects & Transfers 5% Redirects IVR model Max 25% AuxCP Setting 0% 0 20,000 40,000 60,000 80,000 100,000 120,000 140,000 160,000 180,000 ICM BHCAs The maximum allowable real time usage of AUXCP at full load is adjustable via DMS-100 DMS-100 Table OFCENG, office parameter AUXCP_CPU_SHARE. This office parameter may be set from 1% to 25% of the CM realtime, in 1% point increment. The parameter does not require a switch restart for activation. 4.1.2 AuxCP Traffic Engineering To determine the setting of % AuxCP for a given ICM or CompuCALL switch, the following guidelines need to be followed. · Determine the expected Busy Hour Call Attempts (BHCAs) and the call mix of ICM (and/or CompuCALL) applications. · Use Figure 10 for both the CompuCALL and the combined ICM/CompuCALL switch. Use Figure 11 for ICM only switch. · Use the "Simple Screen Pops" curve if the majority of ICM/CompuCALL services are the simple screen pops without redirects application. Use the Redirects curve if the main applications mostly involve redirects, conferences and transfers. Use a conservative approach by using the "Simple Screen Pops" curve if the application is undecided. AUXCP is also used to schedule processes supporting applications other than ICM/CompuCALL, for example, SMDI (Simplified Message Desk Interface). When more than one DMS application requiring AUXCP 22 Version 1.0 June 23, 1999 ICM/CompuCALL Capacity & Engineering real time is present and running on the CM, the total AUXCP share should be set to the sum of the shares needed by each application, not to exceed the office parameter's maximum value of 25%. 4.1.3 Performance Monitoring The performance impact of AUXCP processing class becomes evident when CM utilization levels exceed the switch's maximum engineerable real time available for call processing. The following considerations apply: · too high an AUXCP real time share could result in Dial Tone Delay beyond acceptable standard Grade of Service levels for other non-CompuCALL traffic (if the non-CompuCALL traffic exceeds engineered levels) · too low an AUXCP time share could result in degraded CompuCALL service, i.e. delays beyond the engineered messaging Grade of Service, if the CompuCALL traffic exceeds its engineered levels during peak CM utilization periods. The OM registers BRSCAP and BRSAUXCP of OM group BRSTAT provide %utilization of CALLP class and AuxCP class, respectively. If the value of BRSAUXCP exceeds 100%, obviously, it indicates that the %AuxCP is set too low. Before adjusting the %AuxCP setting, the OM group SCAITRAN and registers SCICQHI and SCOGQHI will provide further information useful in determining if the correct %AuxCP has been allocated for SCAI applications. The registers SCICQHI and SCOGQHI indicate the maximum number of messages that were waiting in the incoming (and outgoing) application work queue for processing during the last OM transfer period. The value of the OM register should range between one and sixty-four (the maximum size of an application work queue). These two registers can be used to determine if one or more of the following actions should be taken: 1) Increase the percentage of CM real time that processing AUXCP class via office parameter "AUXCP_CPU_SHARE" in Table OFCENG, 2) Distribute the session's load over multiple SVCs on multiple messaging cards, 3) Reduce the requested information (i.e. associate the SVC to fewer ACD groups/ACD DNs. 4.2 Linkset Provisioning · For NA010 NA010, a maximum of 96 SVCs (Switched Virtual Circuits) and 16 TCP connections can be datafilled in table SCAICOMS per switch. For NA011 NA011, the maximum number of SVCs is increased to 112. · A Linkset is a set of SVCs or a TCP connection. Table SCAICOMS defines the SVCs or TCP connection within a Linkset. Up to a maximum of 8 SVCs per X.25 linkset can be datafilled, but the total number of SVCs should not exceed 96 (or 112 for NA011 NA011). A TCP linkset contains a single TCP connection. That is, up to 96 X.25 Linksets, assuming one X.25 connection per linkset, and 16 TCP linksets are allowed per DMS-100 DMS-100 switch. Also, this means that up to 96+16 active ICM/CompuCALL sessions per DMS-100 DMS-100 are allowed. Note that the "session" is an active linkset. The group of SVCs in a Linkset should correspond to a single host. The CompuCALL service does not support multiple hosts sharing SVCs belonging to the same Linkset. · An SVC is an end-to-end logical path which is established by performing the Call_Request setup through X.25 layer 3. SVCs cannot be shared by different ICM/CompuCALL sessions. Two different Linksets, however, can define unique SVCs to share a physical X.25 link. June 23, 1999 Version 1.0 23 ICM/CompuCALL Capacity & Eng'g · Table SCAIGRP associates a business group with up to 8 Linksets. Each Linkset definition may be used by 1 Host computer application. Therefore, 1 customer group may run up to 8 simultaneous Host computer applications. A Linkset may be referenced by more than 1 SCAIGRP, but it may be used by only 1 SCAIGRP at a time. · The maximum number of TCP connections that can be datafilled in table IPHOST is 96 for CM node and 32 for EIU node [5]. Please note that the EIU limit is not applicable for ICM applications since the end points of ICM TCP connections are terminated on the CM node. A maximum of 16 ICM sessions (i.e. TCP linksets) are permitted [1]. This means that up to 16 active Host applications using TCP/IP are allowed per DMS-100 DMS-100. 4.3 CompuCALL X.25 Link Provisioning The CompuCALL application utilizes the EMPC card (resident on an IOC) to support X.25 data links. With direct connections, the EMPC transmits CompuCALL data through a synchronous modem, and then through a loop to the customer premise. Link speeds of 9.6, 19.2, and 64 Kbps are supported. Also, CompuCALL works over an X.25 packet network. In this configuration, careful analysis should be made of the performance requirement to ensure that adequate throughput and acceptable delays are provided for CompuCALL messages. The performance engineering of connections through packet switched networks are outside the scope of this document. 4.3.1 Traffic Calculation The BHCAs and AMT (average message size per CA) of a given traffic model, as described in Section 3.1, are used to estimate the total X.25 link capacity required to support SCAI messages exchanged between the DMS-100 DMS-100 and a given host computer. It is calculated based on the following formulas, avg_link_capacity_req_CP = CompuCALL_BHCAs * AMT avg_link_capacity_req_mtc = 0.1 KBps (estimated maintenance cost for CompuCALL X.25 link) Additionally, a 20% link capacity is added to adjust for Poisson random message arrival. Thus, the total data traffic over X.25 links in one direction is calculated as follows total SCAI msg Link traffic = ) For example, the X.25 link capacity required for the Simple Screen Pop model, at 100% CompuCALL penetration from CM to Host, is = 1.2 * (16,961 + 100) = 20,473 Bytes/sec = 20.5 KBps. Figure 12 shown below provides the estimated X.25 link capacity requirement for two of the CompuCALL traffic models. Please note that the data shown in Figure 12 is for the Rx_Host (i.e. for messages sent from the CM to the Host) which is higher than the traffic flown from the reversed direction. From the projected CompuCALL BHCAs, the number of CompuCALL agents that are required to support the traffic can be estimated by the following formula, # CompuCALL agents = CompuCALL_BHCAs * (# agent_CAs per CA) / (# BH agent_CAs per agent) 24 Version 1.0 June 23, 1999 ICM/CompuCALL Capacity & Engineering where the # agent_CAs per CA is the number of agents that are involved for a CA (see Section 3.1). Using Figure 12 with the projected CompuCALL BHCAs and call mix, an estimated X.25 link traffic for a given host computer can be obtained. If the traffic mix is uncertain, or is in between the two models provided, then the mid-point between two curves can be used as the estimated X.25 traffic. Figure 12 : X.25 Link Capacity vs. CompuCALL Traffic CompuCall SCAI Link (X.25 ) Capacity Requirement (in Bps @PDU1 over p-side of EMPC) 30,000 25,000 23,898 20,372 20,000 17,425 16,593 15,000 10,000 Simple Screen Pops w/o Redirects 5,000 Redirects, IVR & Transfers model max. 25% AuxCP setting 0 20,000 40,000 60,000 80,000 100,000 120,000 140,000 160,000 CompuCALL BHCAs 4.3.2 X.25 Link Engineering For the CompuCALL application, a single EMPC can route data traffic up to 0.8 Erlang of link occupancy at 64Kbps link speed free of FCS errors. The following are the engineering guidelines for the EMPC and IOC: · For performance considerations, each EMPC card is provisioned only for one X.25 link. · For reliability considerations, each X.25 link is engineered at 0.4 Erlang. · One SVC per X.25 link is recommended for performance reasons. · It is possible to provision up to nine (9) EMPCs on a single IOC shelf, if required [2]. June 23, 1999 Version 1.0 25 ICM/CompuCALL Capacity & Eng'g IOCs and EMPCs are required for other DMS data communications. The maximum physical number of EMPC cards available for CompuCALL is therefore dependent upon the provisioned IOC shelf slot availability. The engineered number of EMPCs per IOC is dependent on the X.25 link speed and the message throughput required, and other devices (if any) sharing the same IOC. The maximum aggregate IOC data rate available is 50 KBps (kilo bytes per second). The assumption here is that the IOCs have been engineered to support the required capacity of the EMPCs Thus, the number of X.25 links required is calculated as follows number of X.25 links = 2 * Roundup {total SCAI msg Link traffic / (0.8* link_speed_in_Bps)} and, the number of EMPC cards = number of X.25 links. 4.3.3 Reliability Consideration A minimum of 2 EMPC cards configured on different IOC shelves is recommended to provide single fault redundancy in case of a fault either on the EMPC or on the IOC. 4.3.4 Performance Monitoring The performance of the X.25 CompuCALL link can be verified via OMs and Logs provided for improved engineering and maintenance of the CompuCALL link. The OM group, SCAITRAN, will provide information that is useful in determining if the correct throughput has been determined for a given X.25 link and SVC. It pegs the number of messages received on the X.25 link and the number of messages that could not be processed. Also, there is a high water mark that is kept to determine how the work queues are performing at a given time during the day. Please refer to the NTPs for a detailed description of the SCAITRAN OMs. 4.4 ICM TCP/IP Link Provisioning The TCP/IP connectivity through the EIU provides a SCAI link between the DMS-100 DMS-100 and the host computer for the ICM application. The TCP/IP links can either be direct connections through the telco intranet LAN, or they can be network connections through the Public Internet to the CTI servers. If the networked Public Internet option is chosen, careful analysis should be made to ensure that adequate throughput and acceptable delays are provided for ICM SCAI messages. The performance engineering of connections through the Public Internet is outside the scope of this document. 4.4.1 Traffic Calculation The traffic calculation for the ICM TCP/IP links uses the same concept as for the CompuCALL X.25 link. It is based on the BHCAs and AMT (average messages size per CA, see Section 3.1) of a given traffic model to estimate the required TCP/IP link capacity to support the SCAI messages between the DMS-100 DMS-100 and the CTI server. avg_link_capacity_req_CP = ICM_BHCAs * AMT avg_link_capacity_req_mtc = 0.5 KBps (estimated maintenance cost for ICM TCP/IP link) 26 Version 1.0 June 23, 1999 ICM/CompuCALL Capacity & Engineering Additionally, a 20% link capacity is added to adjust for Poisson random message arrival. Thus, the total data traffic over TCP/IP link in one direction is calculated as follows total SCAI msg Link traffic = ) From the projected ICM_BHCAs, the number of ICM agents that are required to support the traffic can be estimated by the following formula, # ICM_agents = ICM_BHCAs * (# agent_CAs per CA) / (# BH agent_CAs per agent) where, the # agent_CAs per CA is the number of agents that are involved for a CA (see Section 3.1). Figure 13 provides estimated TCP/IP link traffic based on two ICM traffic models. Please note that the data is for traffic over DS30 links travelling from the CM to the Host which is higher than the traffic travelling in the reverse direction. If the ICM call mix is uncertain, or is in between the two models provided, then the midpoint between two curves should be used to estimate the link traffic. June 23, 1999 Version 1.0 27 ICM/CompuCALL Capacity & Eng'g Figure 13 : ICM TCP/IP Link Capacity Requirement ICM SCAI Link (TCP/IP) Capacity Requirement (@PDU1_MS over DS-30 DS-30 Links b/t MS-Bus and LMS) 70,000 66,351 60,472 60,000 58,590 59,027 50,000 40,000 30,000 20,000 Simple Screen Pops w/o Redirects Redirects, IVR & Transfers model max. 25% AuxCP setting 10,000 max. 40K Bps of LPP DS-30 DS-30 Eng'd for ICM EIUs 0 20,000 40,000 60,000 80,000 100,000 120,000 140,000 160,000 180,000 ICM BHCAs 4.4.2 ICM TCP/IP Links Engineering A maximum of 8 EIUs can be datafilled on a DMS-100 DMS-100 switch (LIUINV limit). There can only be a max. of 4 EIUs on an LPP (EIU platform limit) [9]. The FLIS can be provisioned up to 8 EIUs. Each of the EIUs can be configured on a separate LAN. However, EIUs configured on the same LAN can provide simple load balancing of IP traffic between EIUs, and fault tolerance to EIU failures. A single EIU is capable of routing about 2.5 Mbps of data stream (about 25% of 10BaseT LAN Ethernet bandwidth) [9]. With an estimated 40% effective EIU throughput for the average 200-bytes packets, a single EIU is capable of routing 125 KBps of data throughput. Thus, based on Figure 12, the EIU is not the bottleneck of TCP/IP link for ICM application.The DS30 links between the LPP and the MS-Bus is the most limiting resource of TCP/IP link. A maximum 40 KBps of aggregate traffic is imposed on EIUs that are resided on the same multi-applications (MA) LPP to protect DS30 links from overloaded. The engineered number of EIUs on a MA LPP is dependent on the message throughput required, and the EIUs for other applications (if any) sharing the same LPP. Since only a max. of 2 EIUs and 40 KBps of DS30 links bandwidth can be provisioned to EIUs that are on the same MA LPP, the multi-applications LPP is suit- 28 Version 1.0 June 23, 1999 ICM/CompuCALL Capacity & Engineering able only for small ICM penetration (< 20 KBps, see Figure 13). A separate FLIS is recommended for larger ICM penetration. The number of EIUs required also depends on the number of IP subnetworks that are configured on separate LANs for different host computers. The guideline here is that we should not exceed the system max of 4 EIUs per LPP and 8 EIUs max per switch, including EIUs for other applications. 4.4.3 Reliability Consideration A minimum of 2 EIUs should be provisioned to provided a (N+1) redundancy in case of an EIU fault or maintenance actions. 4.4.4 Performance Consideration 4.4.4.1 Performance Monitoring The performance of the ICM TCP/IP link can be verified via OMs and Logs provided for improved engineering and maintenance of the ICM. The OM group, SCAITRAN, will provide information useful in determining if the correct throughput has been determined for a given TCP link. 4.4.4.2 IP Packet Delay Consideration Data could be delayed in the Internet indefinitely. To prevent this, the time-to-live byte in IP packet header is used to set the maximum transit time in seconds. It defines the maximum amount of time that a destination IP node should wait for the next datagram fragment. June 23, 1999 Version 1.0 29 ICM/CompuCALL Capacity & Eng'g 5.0 LPP MA Engineering for ICM EIU A multi-applications (MA) LPP contains Application Service Units (ASUs) that serve multiple applications on the same LPP. The objective of the MA LPP engineering is to ensure that the LPP platform is protected from traffic generated by multiple applications and an instance of the LPP MA certified configuration is still within the engineering limits of LPP platform. This section contains the provisioning rules and the supported configurations of MA LPP for the new ICM EIU application. 5.1 LPP Overview The Link Peripheral Processor (LPP) provides a hardware platform for a variety of carrier-based signaling including the SS7, Frame Relay, X.25/X.75, Ethernet, etc. Figure 14 provides an architectural overview of the LPP [13]. For a multi-applications LPP, we assume that the LPP only contains 2-slot ASUs. Thus, one LPP supports up to 12 ASUs per shelf, and 36 ASUs total. The High Speed Link SR128 SR128 will not be available until CSP012 CSP012. The single shelf FLIS (Fiberized Link Interface Shelf, aka SSLPP) and the SNSE (SuperNode System Enhanced) LIS (Link Interface Shelf) are two variations of LPP shelf packaging which provide alternatives to customers that have relatively lower capacity requirements. All three ASU shelf configurations are supported for NA100 NA100 market, but the SNSE LIS is not supported for NA100 NA100 ICM application. 5.1.1 LPP Engineering Considerations From traffic engineering perspective, the LPP is described by the following factors. · Number of ASUs supported · ASUs external link (P-side) bandwidth · ASU throughput · FBus throughput · LMS TBus throughput · LMS-MS (DS30 or fiber) link throughput, and buffer considerations An ASU is a hardware platform, on which a variety of applications may run.The ASUs are responsible for receiving and transmitting messages on the data links. Depending on engineering considerations, up to 36 ASUs can be located in a single LPP cabinet and each ASU usually terminates one external data link. The external data links provide an entry/exit point for the LPP traffic. The number of ASUs supported, external link bandwidth and ASU throughput are application dependent. The duplicated FBus provides a message path between the ASUs and the LMS. Each ASU is connected to both FBusses and has access to both LMSs. The LMS (via the TBUS) allows the LPP to switch messages between ASUs in the same LPP or between an ASU and the DMS bus. Both the FBus and the TBus are half duplex entities (at most one message is in transit on each bus at any given instant). Each FBUS has a raw bandwidth of 4 MB/s (8 bits wide running at 4.096 MHz), and each TBus has a raw bandwidth of 16 MB/ 30 Version 1.0 June 23, 1999 ICM/CompuCALL Capacity & Engineering s (32 bits wide running at 4.096 MHz). Thus, TBus throughput is not directly engineered since its bandwidth is four times that of the FBUS it controls (i.e., the FBus will overload before the TBus). Figure 14 : LPP Architectural Block Diagram to MS-0 to MS-1 LMS-0 LMS-1 System Cards DS-30 DS-30 DS-30 DS-30 DS-30 DS-30 T-Bus System Cards DS-30 DS-30 T-Bus F-Bus RA F-Bus RA F-Bus 0 DS-30 DS-30 to ENET DS-30 DS-30 to ENET F-Bus 1 C-Bus 1 C-Bus 0 F-Bus Rep ASU ASU NIU-0 NIU-1 ASU ASU F-Bus 0 F-Bus Rep F-Bus 1 ASU ASU ASU ASU F-Bus 0 F-Bus Rep F-Bus Rep F-Bus Rep F-Bus 1 ASU ASU ASU F-Bus 0 ASU F-Bus Rep F-Bus 1 A fully equipped LPP requires two 4-Port CP/PB combinations per LMS plane, with six of the 8 DS-30 DS-30 ports used. Of the eight available links, four are connected to the DMS-Bus (two to each plane). Two of the four remaining links are used to cross connect the LMSs. Thus, when operating in non-fault conditions, there is a total of eight DS30 links between the LPP and the DMS-Bus. The DS30 (non-channelized) links between the LMS and the DMS-BUS are full duplex. The DS30 links use DMS-Y (fully acknowledged transmission protocol), and one DS30 link has a raw bandwidth of 2.56 Mbps (256 KBps) in each direction. The DS30 link buffer (LMS to DMS bus) is 8 Kbytes. The MA LPP with SR128 SR128 fiber links will be addressed in a future version of this document. The data used in the following sections is mainly based on the LPP Mixed Application Approved Configurations for CSP 06/07 defined in SEB 92-02-001 [15] with the extension for ICM EIU application. June 23, 1999 Version 1.0 31 ICM/CompuCALL Capacity & Eng'g Table 14: Configurations ASU #on LPP #on FLIS Application / Comment LIU7 10 4 CCS7 Links (SSP)- same as for LPP Config.Id# 20, FLIS Config.Id# 3 FRIU 10 4 DataSpan - same as for LPP Config.Id# 20, FLIS Config.Id# 3 XLIU 10 2 Packet Handler - same as for LPP Config.Id# 20, FLIS Config.Id# 3. EIU 2 4 ICM EIU - supports ICM SCAI message link. NIU 6 2 NIU channelized access for LIU7. The ICM EIU is the switch-side component that provides TCP/IP interface to customer's host computer for ICM application. A maximum of 2 ICM EIUs on a multi-applications LPP, and 4 ICM EIUs per FLIS are allowed (versus the 4 EIUs per LPP and 8 EIUs per FLIS platform limit [9]). A single EIU (EX22BB EX22BB) has sufficient IP routing capacity [9] to support the entire ICM call capacity (see Figure 13). For redundancy, a minimum of 2 EIUs are required. In case of the direct LAN Switch-Host interconnection, each LAN subnet will require a separate EIU (for unique MAC address). Refer to [15] for example and description of EIUs and LANs configuration. A maximum of aggregated data rate of LPP EIUs should not exceed 40 KBps limit. The IPTHRONs of the engineered LPP EIUs, in total, should not exceed this limit either. An example of the 2-EIUs LPP configuration, the IPTHRONs should be set to 20 KBps for both Tx and Rx directions. 32 Version 1.0 June 23, 1999 ICM/CompuCALL Capacity & Engineering 6.0 Capacity Measurements This section contains the NA010 NA010 Lab measurements of CM call timings and SCAI message scenarios for ICM/CompuCALL call types. The calltypes, the CM call timings and the message scenarios defined in this section provide the basis of capacity analysis of this document. 6.1 CM Call Timings and SCAI Messages Measurement A set of CM call timings and SCAI message sequences were collected from bnr300s1 Captive Office on Oct 15-16, 1998. 6.1.1 Lab Configuration and Measurement Tools The Lab configuration, as shown in Figure 13, was used [3]. The bnr300s1 is a SR70EM SR70EM with FLIS. The CM used the NA010 NA010 FC load and was running with the following settings. - SR70EM SR70EM In Sync (note: Scenarios 41-45 were measured Out of Sync; however, no adjustment is needed for SR70EM SR70EM. - RELEASE LET010 LET010 BP - LNP/AIN SOC'd Off - DTSR Unbound - LOGAMA Off - AMA Tape Mount No - Data Billed To Disk Yes - BELLCORE AMA Yes - SMDR On - TOPS EBAF Phase 2 - Data Cache On - Cache Parity On June 23, 1999 Version 1.0 33 BNR300S1 BNR300S1 Coin 1FR IBN Ameritec AM2-A Load Boxes & AM2E-A Expansions DMS-100 DMS-100 BNR300S3 BNR300S3 Various RES Types (incl. ADSI) Various MBS Types DMS-100 DMS-100 DMS-100 DMS-100 ACD Group SCAI1 BNR300S5 BNR300S5 ACD Group SCAI3 TATS MDF DMS-100 DMS-100 Patch Panel/ MDF June 23, 1999 BNR300S6 BNR300S6 Att Cons ACD Group SCAI4 ICM/CompuCALL Capacity & Eng'g ACD Group SCAI2 Figure 15 : BNR300s1 CompuCALL Phone Line Configuration Version 1.0 6.1.1.1 Lines and trunks used to make the calls: 34 DMS-100 DMS-100 ICM/CompuCALL Capacity & Engineering (901) 221-5941 RES line S1 Used for originations (905) 225-5942 RES line S5 (LBR2) Used for inc. trunk calls (901) 221-5978 P-Ph line S1 Used for terminations (901) 221-5976 P-Ph line S1 Used for terminations (901) 221-0971 ACD group S1 Used for ACD calls (901) 221-XX5X 221-XX5X indicates X.25 (901) 221-XX7X 221-XX7X indicates TCP/IP (901) 221-XX8X 221-XX8X indicates not ICM/CompuCALL (905) 225-XXXX 225-XXXX indicates trunk from S5 (901) 221-XXXX 221-XXXX indicates line call in S1 Notes: - CDN (Controlled Directory Number) is an ACD number without ACD agents. - To convert timings to the case LNP/AIN SOC'd On, multiply by 1.11. - To convert timings to SR60 BM Off under load, multiply by 2.18. 6.1.1.2 Tools Used The TIMECALL and HOGCUT software tools were used to collect CM call timings. In addition, the Message Resource Monitor (MRM) cards were used to trace the SCAI message sequences for each calltype. The SCAI Test Tool (SCAITT) that runs on a UNIX workstation was used to simulate the CTI server running on a customer's host computer. 6.1.2 Call Types Brief Description ICM/CompuCALL CM call timings and SCAI message sequences were measured for the following call types. Call numbers indicate measurement order. They were used as identifiers for referencing purpose. 0) Line -> Line Basic Call (no ICM or ACD) - P-Phone 5976 answers manually - P-Phone goes on hook 1) Res Line 5941 dials 221-5976 Res Line goes on hook Line -> Manual Answer ACD Agent (no X.25 or TCP/IP) - Res Line 5941 dials 221-0981 (ACD agent) - Call is offered to DN 5987 June 23, 1999 Version 1.0 35 ICM/CompuCALL Capacity & Eng'g 2) In Calls Key of terminator is pressed Manual answer and on hook Same as Call 1 except with ICM & TCP/IP - ICM uses TCP to offer call to DN 5977 3) Res Line 5941 dials 221-0981 (ACD agent) Manual answer and on hook Same as Call 2 except X.25 instead of TCP/IP - ICM uses X.25 to offer call to DN 5959 4) Res Line 5941 dials 221-0951 (ACD agent) Manual answer and on hook Call to ACD agent which ICM answers immediately with TCP/IP - ICM uses TCP to offer call to DN 5977 5) Res Line 5941 dials 221-0981 (ACD agent) ICM messages do answer and on hook Call to ACD agent which ICM answers immediately with X.25 - ICM uses X.25 to offer call to DN 5959 6) Res Line 5941 dials 221-0951 (ACD agent) ICM messages do answer and on hook SS7 Trunk -> Line Basic Call (no ICM or ACD), like 0 but trunk orig & AMA - P-Phone 5976 answers manually - P-Phone goes on hook - Res Line goes on hook 7) SS7 trunk (group S1S7EAPC7) dials 221-5976 AMA message is generated Trunk -> Manual Answer ACD Agent (no X.25 or TCP/IP), like 1 but trk orig - Call is offered to DN 5987 - In Calls Key of terminator is pressed - Manual answer and on hook 8) SS7 trunk (group S1S7EAPC7) dials 221-0981 (ACD agent) No AMA message Same as Call 2 except with SS7 trunk incoming - ICM uses TCP to offer call to DN 5977 - 36 SS7 trunk (group S1S7EAPC7) dials 221-0981 (ACD agent) Manual answer and on hook Version 1.0 June 23, 1999 ICM/CompuCALL Capacity & Engineering 9) Same as Call 3 except with SS7 trunk incoming - ICM uses X.25 to offer call to DN 5959 10) SS7 trunk (group S1S7EAPC7) dials 221-0951 (ACD agent) Manual answer and on hook Same as Call 4 except with SS7 trunk incoming call (to ACD agent which ICM answers immediately with TCP/IP) - ICM uses TCP to offer call to DN 5977 11) SS7 trunk (group S1S7EAPC7) dials 221-0981 (ACD agent) ICM messages do answer and on hook Same as Call 5 except with SS7 trunk incoming call (to ACD agent which ICM answers immediately with X.25) - ICM uses X.25 to offer call to DN 5959 12) SS7 trunk (group S1S7EAPC7) dials 221-0951 (ACD agent) ICM messages do answer and on hook Line -> Manual Answer ACD Agent (no X.25 or TCP/IP) with Queueing - Res Line 5941 dials 221-0971 (ACD agent) - Call is offered to DN 5987 - Incoming SS7 trunk call is queued - 5987 releases first call - 5987 is offered second (trunk) call - 5987 terminates second (trunk) call 12X) Line -> Manual Answer ACD Agent (no X.25 or TCP/IP) with Queueing - Call is offered to DN 5987 - Second line call from 5942 is queued - 5987 releases first call - 5987 is offered second (line) call 13) Res Line 5941 dials 221-0971 (ACD agent) 5987 terminates second (line) call Line -> Manual Answer ACD Agent with TCP/IP & Queueing [~ 12 & 2] - Res Line 5941 dials 221-0971 (ACD agent) - ICM uses TCP to offer call to DN 5977 - Incoming SS7 trunk call is queued - 5977 releases - 5977 is offered second (trunk) call - 5977 terminates second (trunk) call June 23, 1999 Version 1.0 37 ICM/CompuCALL Capacity & Eng'g 14) Line -> Manual Answer ACD Agent with X.25 & Queueing [~ 12 & 3] - ICM uses X.25 to offer call to DN 5959 - Incoming SS7 trunk call is queued - 5959 releases - 5959 is offered second (trunk) call 15) Res Line 5941 dials 221-0971 (ACD agent) 5959 terminates second (trunk) call Line -> Automatic Answer ACD Agent with TCP & Queueing [~ 12 & 4] - ICM uses TCP to answer call to DN 5977 - Incoming SS7 trunk call is queued - 5977 releases - 5977 is offered second (trunk) call 16) Res Line 5941 dials 221-0971 (ACD agent) 5977 terminates second (trunk) call Line -> Automatic Answer ACD Agent with X.25 & Queueing [~ 12 & 5] - ICM uses X.25 to offer call to DN 5959 - Incoming SS7 trunk call is queued - 5959 releases - 5959 is offered second (trunk) call 17) Res Line 5941 dials 221-0971 (ACD agent) 5959 terminates second (trunk) call Line -> Line, CDN TCP Call Queued Message & Auto Answer - P-Phone 5977 terminates 18) Res Line 5941 originates call to CDN No trunks involved in call Line -> Line, CDN TCP Call Auto Answer, ~ Treatment - Ringback given on reaching CDN (simulates treatment) - P-Phone 5977 terminates 19) Res Line 5941 originates call to CDN No trunks involved in call Line -> Line, ACD TCP Auto Answer, ~ IVR (Interactive Voice Response) or Blind Transfer - P-Phone 5959 answers call - P-Phone 5959 dials 0971, which does ADDPARTY to 5977 - 38 Res Line 5941 originates call to 0951 (ACD group) P-Phone 5959 does TRANSFPTY which drops him from call Version 1.0 June 23, 1999 ICM/CompuCALL Capacity & Engineering 20) P-Phone 5977 disconnects Query DN Message, TCP - 21) Query DN message for 221-5978 No TIMECALL data, Query DN not done in CallP 3 Way Conference with DROPPARTY, TCP - P-Phone 5959 answers call - P-Phone 5959 conferences in 5977, which is 3rd leg - Drop message gets rid of 5977 from conference 22) Res Line 5941 originates call to 0951 (ACD group) P-Phone 5959 hits Release to drop call 3 Way Conference with DROPPARTY, X.25 - 23) Query DN Message, X.25 - 24) Identical scenario to #17 except X.25 Line -> Line, CDN X.25 Call Auto Answer, ~ Treatment - 27) Identical scenario to #19 except X.25 Line -> Line, CDN X.25 Call Queued Message & Auto Answer - 26) Identical scenario to #20 except X.25 Line -> Line, ACD X.25 Auto Answer, ~ IVR or Blind Transfer - 25) Identical scenario to #21 except X.25 Identical scenario to #18 except X.25 Line -> Line, ~ IVR or Blind Transfer, no ICM messaging - P-Phone 5987 answers call - P-Phone 5987 dials 221-0971, which does ADDPARTY to 5977 - Before answer by 5977, 5987 presses 3 Way Call key and then Release - This transfers call to P-Phone 5977 28) Res Line 5941 originates call to 221-0981 (ACD group) P-Phone 5977 disconnects Line -> Line, ~ IVR or Blind Transfer, ICM messaging over TCP - Identical scenario to #27 except ICM messaging which is done over TCP 29) Measurements unusable due to lab problems. 30) Measurements unusable due to lab problems. 31) Basic P-Phone -> Res Line, no ICM June 23, 1999 Version 1.0 39 ICM/CompuCALL Capacity & Eng'g - Res line 5941 answers - P-Phone 5998 releases 32) P-Phone 5998 dials 9-221-5941 Res line 5941goes on hook Basic P-Phone -> SS7 Trunk, no ICM - Outgoing call is carried on SS7 trunk group S1S6ITOC7 33) P-Phone 5998 dials 9-1-906-226-5942 P-Phone 5998 releases ICM P-Phone -> Res Line with TCP - 34) Identical scenario to #31 except ICM TCP messaging & originator 5978 ICM P-Phone -> Res Line with TCP MAKECALL - 35) Same agents as scenario #33 TCP used to MAKECALL P-Phone -> SS7 Trunk Manual dialing with ICM TCP monitoring call - Outgoing call is on SS7 Trunk Group S1S6ITOC7 36) P-Phone 5978 manually dials 9-1-906-226-5942 ICM monitors call ICM P-Phone -> SS7 Trunk using TCP MAKECALL - 37) Same agents as scenario #35 TCP used to MAKECALL ICM P-Phone -> SS7 Trunk using ICM X.25 monitoring call - 38) P-Phone 5966 dials 9-221-5941 X.25 used to monitor 5966 ICM P-Phone -> SS7 Trunk using X.25 MAKECALL - 39) Same agents as scenario #37 X.25 used to MAKECALL P-Phone -> SS7 Trunk using ICM X.25 monitoring call - 40) P-Phone 5966 dials 9-1-906-226-5942 X.25 used to monitor 5966 ICM P-Phone -> SS7 Trunk using X.25 MAKECALL - 40 P-Phone 5966 dials 9-1-906-226-5942 X.25 used to MAKECALL Version 1.0 June 23, 1999 ICM/CompuCALL Capacity & Engineering 41) P-Phone -> Res line Basic Call (no ICM or ACD) - Res Line 5941 answers - P-Phone goes on hook 42) P-Phone 5998 dials 221-5941 Res Line goes on hook P-Phone -> P-Phone Basic Call (no ICM or ACD) - Res Line 5941 answers - P-Phone goes on hook 43) P-Phone 5998 dials 5994 Res Line goes on hook Add/Conference Party, TCP - P-Phone 5971 answers call - P-Phone 5971 uses TCP ICM to ADD & CONF in P-Phone 5976 (3rd leg) - P-Phone 5971 via ICM releases 44) Res Line 5941 originates call to 221-0971 (ACD group) On Hook Return Result for Call Received, TCP - CALL RECEIVED message sent by switch to host computer - Host computer sends RETURN RESULT message - Call terminates to 5971 45) Res Line 5941 originates call to 221-0971 (ACD group) Release & On Hook Redirect for Call Received, TCP - Res Line 5941 originates call to 221-0971 (ACD group) - CALL RECEIVED message sent by switch to host computer - Host computer sends CALLREDIR message to send call to 221-5976 - Switch sends RRESULT message - Call terminates to 5976 - Release & On Hook 6.1.3 Per CallType Message Scenarios The message scenarios of each call type of ICM/CompuCALL calls are shown below. The message size, in bytes, of each message is provided at two different PDUs, the SCAI message level (PDU 7) and the DMS MS-Bus level (PDU1_MS). The messages were traced at bnr300s1 lab by using the SCAI Test Tool (SCAITT) for PDU 7 and the MRM cards for PDU 1_MS. The messages at PDU1_MS level include 62-bytes of ICM TCP/ June 23, 1999 Version 1.0 41 ICM/CompuCALL Capacity & Eng'g IP link overhead for MS, FTS, IP and TCP protocols, and 20-bytes of CompuCALL X.25 link overhead for MS, IOUI and MPC protocols. Please refer to Section 3.3.1 for more detailed link protocol information. Each message scenario has a number assigned which is identical to the calltype number defined in Section 6.1.2. 1) Line -> Manual Answer ACD Agent (no X.25 or TCP/IP). 2) Line -> Manual Answer ACD Agent with ICM TCP/IP Source message CM Host call_offered_u 69 132 Host CM tcp_ack 0 68 CM Host call_answered_u 69 132 Host CM tcp_ack 0 68 CM Host call_released_u 61 124 Host CM tcp_ack 0 68 CM Host agent_setaction_u 18 80 Host CM tcp_ack 0 68 total 3) Dest 217 740 bytes (PDU7) (PDU1_MS) Line -> Manual Answer ACD Agent with CompuCALL X.25 Source message CM Host call_offered_u 69 88 Host CM svc_ack 0 17 CM Host call_answered_u 69 88 Host CM svc_ack 0 17 CM Host call_released_u 61 80 Host CM svc_ack 0 17 CM Host agent_setaction_u 18 37 Host CM svc_ack 0 17 total 4) Dest 217 361 bytes (PDU7) (PDU1_MS) Call to ACD agent which ICM answers immediately with TCP/IP Source message CM Host call_offered_u 69 132 Host CM answer_call (i) 16 78 CM Host answer_call (r) 24 86 Host CM tcp_ack 0 68 CM Host call_answered_u 69 132 Host 42 Dest CM tcp_ack 0 68 bytes (PDU7) Version 1.0 (PDU1_MS) June 23, 1999 ICM/CompuCALL Capacity & Engineering Host release_call (i) 19 82 CM Host release_call (r) 24 86 Host CM tcp_ack 0 68 CM Host call_released_u 61 124 Host CM tcp_ack 0 68 CM Host agent_setaction_u 18 80 Host CM tcp_ack 0 68 total 5) CM 300 1140 Call to ACD agent which CompuCALL answers immediately with X.25 Source Dest message CM Host call_offered_u 69 88 Host CM svc_ack 0 17 Host CM answer_call (i) 16 35 CM Host answer_call (r) 24 44 Host CM svc_ack 0 17 CM Host call_answered_u 69 88 Host CM svc_ack 0 17 Host CM release_call (i) 19 38 CM Host release_call (r) 24 44 Host CM svc_ack 0 17 CM Host call_released_u 61 80 Host CM svc_ack 0 17 CM Host agent_setaction_u 18 37 Host CM svc_ack 0 17 total 300 556 bytes (PDU 7) (PDU1_MS) 6 SS7 Trunk -> Line Basic Call (no ICM or ACD), like 0 but trunk orig & AMA 7) Trunk -> Manual Answer ACD Agent (no X.25 or TCP/IP), like 1 but trunk orig 8) SS7 trunk -> Manual Answer ACD Agent with ICM TCP/IP Source Dest message CM Host call_offered_u 81 144 Host CM tcp_ack 0 68 CM Host call_answered_u 81 144 Host CM tcp_ack 0 68 CM Host call_released_u 61 124 Host CM tcp_ack 0 68 CM Host agent_setaction_u 18 80 June 23, 1999 bytes (PDU 7) Version 1.0 (PDU1_MS) 43 ICM/CompuCALL Capacity & Eng'g Host tcp_ack 0 68 total 9 CM 241 764 SS7 trunk -> Manual Answer ACD Agent with CompuCALL X.25 Source message CM Host call_offered_u 81 100 Host CM svc_ack 0 17 CM Host call_answered_u 81 100 Host CM svc_ack 0 17 CM Host call_released_u 61 80 Host CM svc_ack 0 17 CM Host agent_setaction_u 18 37 Host CM svc_ack 0 17 total 10 Dest 241 385 bytes (PDU7) (PDU1_MS) Trunk Call to ACD agent which ICM answers immediately with TCP/IP Source message CM Host call_offered_u 81 144 Host CM answer_call (i) 16 78 CM Host answer_call (r) 24 86 Host CM tcp_ack 0 68 CM Host call_answered_u 81 144 Host CM tcp_ack 0 68 Host CM release_call (i) 19 82 CM Host release_call (r) 24 86 Host CM tcp_ack 0 68 CM Host call_released_u 61 124 Host CM tcp_ack 0 68 CM Host agent_setaction_u 18 80 Host CM tcp_ack 0 68 total 11) Dest 324 1164 bytes (PDU7) (PDU1_MS) Trunk Call to ACD agent which CompuCALL answers immediately with X.25 (same as c5 but SS7) Source message CM Host call_offered_u 81 100 Host CM svc_ack 0 17 Host CM answer_call (i) 16 35 CM 44 Dest Host answer_call (r) 24 44 bytes (PDU7) Version 1.0 (PDU1_MS) June 23, 1999 ICM/CompuCALL Capacity & Engineering Host CM svc_ack 0 17 CM Host call_answered_u 81 100 Host CM svc_ack 0 17 Host CM release_call (i) 19 38 CM Host release_call (r) 24 44 Host CM svc_ack 0 17 CM Host call_released_u 61 80 Host CM svc_ack 0 17 CM Host agent_setaction_u 18 37 Host CM svc_ack 0 17 total 324 580 12) Line -> Manual Answer ACD Agent with Queueing (no X.25 or TCP/IP) 13) Line -> Manual Answer ACD Agent with TCP/IP & Queueing [~ 12 & 2] Source message CM Host call_offered_u 69 132 Host CM tcp_ack 0 68 CM Host call_answered_u 69 132 Host CM tcp_ack 0 68 CM Host call_released_u 61 124 Host CM tcp_ack 0 68 CM Host call_queued_u 76 138 Host CM tcp_ack 0 68 CM Host call_offered_u 81 144 Host CM tcp_ack 0 68 CM Host call_answered_u 81 144 Host CM tcp_ack 0 68 CM Host call_released_u 61 124 Host CM tcp_ack 0 68 CM Host agent_setaction_u 18 80 Host CM tcp_ack 0 68 total 14) Dest 516 1562 bytes (PDU 7) (PDU1_MS) Line -> Manual Answer ACD Agent with X.25 & Queueing [~ 12 & 3] Source Dest message CM Host call_offered_u 69 88 Host CM svc_ack 0 17 CM Host call_answered_u 69 88 Host CM svc_ack 0 17 June 23, 1999 bytes (PDU 7) Version 1.0 (PDU1_MS) 45 ICM/CompuCALL Capacity & Eng'g CM call_queued_u 76 95 Host CM svc_ack 0 17 CM Host call_released_u 61 80 Host CM svc_ack 0 17 CM Host call_offered_u 81 100 Host CM svc_ack 0 17 CM Host call_answered_u 81 100 Host CM svc_ack 0 17 CM Host call_released_u 61 80 Host CM svc_ack 0 17 CM Host agent_setaction_u 18 37 Host CM svc_ack 0 17 total 15 Host 516 804 Line -> Automatic Answer ACD Agent with TCP & Queueing [~ 12 & 4] Source message CM Host call_offered_u 69 132 Host CM answer_call (i) 16 78 CM Host answer_call (r) 24 86 Host CM tcp_ack 0 68 CM Host call_answered_u 69 132 Host CM tcp_ack 0 68 CM Host call_queued_u 76 138 Host CM tcp_ack 0 68 Host CM release_call (i) 19 82 CM Host release_call (r) 24 86 Host CM tcp_ack 0 68 CM Host call_released_u 61 124 Host CM tcp_ack 0 68 CM Host call_offered_u 81 144 Host CM answer_call (i) 16 78 CM Host answer_call (r) 24 86 Host CM tcp_ack 0 68 CM Host call_answered_u 81 144 Host CM tcp_ack 0 68 Host CM release_call (i) 19 82 CM Host release_call (r) 24 86 Host CM tcp_ack 0 68 CM 46 Dest Host call_released_u 61 124 bytes (PDU7) Version 1.0 (PDU1_MS) June 23, 1999 ICM/CompuCALL Capacity & Engineering Host tcp_ack 0 68 CM Host agent_setaction_u 18 80 Host CM tcp_ack 0 68 total 16) CM 682 2362 Line -> Automatic Answer ACD Agent with X.25 & Queueing [~ 12 & 5] Source message CM Host call_offered_u 69 88 Host CM svc_ack 0 17 Host CM answer_call (i) 16 35 CM Host answer_call (r) 24 44 Host CM svc_ack 0 17 CM Host call_answered_u 69 88 Host CM svc_ack 0 17 CM Host call_queued_u 76 95 Host CM release_call (i) 19 38 CM Host release_call (r) 24 44 Host CM svc_ack 0 17 CM Host call_released_u 61 80 Host CM svc_ack 0 17 Host CM svc_ack 0 17 CM Host call_offered_u 81 100 Host CM svc_ack 0 17 Host CM answer_call (i) 16 35 CM Host answer_call (r) 24 44 Host CM svc_ack 0 17 CM Host call_answered_u 81 100 Host CM svc_ack 0 17 Host CM release_call (i) 19 38 CM Host release_call (r) 24 44 Host CM svc_ack 0 17 CM Host call_released_u 61 80 Host CM svc_ack 0 17 CM Host agent_setaction_u 18 37 Host CM svc_ack 0 17 total 17) Dest 682 1194 bytes (PDU 7) (PDU1_MS) Line -> Line, CDN TCP Call Queued Message & Auto Answer Source June 23, 1999 Dest message bytes (PDU 7) Version 1.0 (PDU1_MS) 47 ICM/CompuCALL Capacity & Eng'g CM call_queued_u 63 126 Host CM tcp_ack 0 68 Host CM call_route_call (i) 42 104 CM Host call_route_call (r) 24 86 Host CM tcp_ack 0 68 CM Host call_released_u 52 114 Host CM tcp_ack 0 68 CM Host call_offered_u 69 132 Host CM tcp_ack 0 68 Host CM answer_call (i) 16 78 CM Host answer_call (r) 24 86 Host CM tcp_ack 0 68 CM Host call_answered_u 69 132 Host CM tcp_ack 0 68 Host CM release_call (i) 19 82 CM Host release_call (r) 24 86 Host CM tcp_ack 0 68 CM Host call_released_u 61 124 Host CM tcp_ack 0 68 CM Host agent_setaction_u 18 80 Host CM tcp_ack 0 68 total 18) Host 481 1842 Line -> Line, CDN TCP Call Auto Answer, ~ Treatment Source message CM Host call_queued_u 63 126 Host CM tcp_ack 0 68 Host CM give_treatment (i) 39 102 CM Host give_treatment (r) 24 86 Host CM tcp_ack 0 68 Host CM call_route_call (i) 42 104 CM Host call_route_call (r) 24 86 Host CM tcp_ack 0 68 CM SCAITT call_released_u 52 114 Host CM tcp_ack 0 68 CM Host call_offered_u 69 132 Host CM answer_call (i) 16 78 CM Host answer_call (r) 24 86 Host 48 Dest CM tcp_ack 0 68 bytes (PDU7) Version 1.0 (PDU1_MS) June 23, 1999 ICM/CompuCALL Capacity & Engineering CM call_answered_u 69 132 Host CM tcp_ack 0 68 Host CM release_call (i) 19 82 CM Host release_call (r) 24 86 Host CM tcp_ack 0 68 CM Host call_released_u 61 124 Host CM tcp_ack 0 68 CM Host agent_setaction_u 18 80 Host CM tcp_ack 0 68 total 19) Host 544 2030 Line -> Line, ACD TCP Auto Answer, ~ IVR or Blind Transfer Source Dest message CM Host call_offered_u 69 130 Host CM answer_call (i) 16 78 CM Host answer_call (r) 24 86 Host CM tcp_ack 0 68 CM Host call_answered_u 69 130 Host CM tcp_ack 0 68 Host CM add_party (i) 30 92 CM Host add_party (r) 24 86 CM Host call_offered_u 90 152 Host CM conference_party (i) 16 78 CM Host conference_party (r) 24 86 Host CM tcp_ack 0 68 Host CM tcp_ack 0 68 CM Host call_conslt_orig_u 40 102 Host CM answer_call (i) 16 78 CM Host call_answered_u 90 152 CM Host answer_call (r) 24 86 Host CM tcp_ack 0 68 Host CM tcp_ack 0 68 CM Host call_conferenced_u 57 118 CM Host call_conferenced_u 43 106 Host CM tcp_ack 0 68 Host CM tcp_ack 0 68 CM Host call_released_u 61 124 Host CM tcp_ack 0 68 CM Host agent_setaction_u 18 80 June 23, 1999 bytes (PDU 7) Version 1.0 (PDU1_MS) 49 ICM/CompuCALL Capacity & Eng'g Host tcp_ack 0 68 Host CM release_call (i) 19 82 CM Host release_call (r) 24 86 Host CM tcp_ack 0 68 CM Host call_released_u 61 124 Host CM tcp_ack 0 68 CM Host agent_setaction_u 18 80 Host CM tcp_ack 0 68 total 20) CM 833 3020 Query DN Message, TCP Source message Host CM dn_query_c (i) 24 86 CM Host dn_query_c (r) 21 84 Host CM tcp_ack 0 68 total 21) Dest 45 238 bytes (PDU7) (PDU1_MS) 3 Way Conference with DropParty, TCP Source message CM Host call_offered_u 69 130 Host CM answer_call (i) 16 78 CM Host answer_call (r) 24 86 Host CM tcp_ack 0 68 CM Host call_answered_u 69 130 Host CM tcp_ack 0 68 Host CM add_party (i) 30 92 CM Host add_party (r) 24 86 CM Host call_offered_u 90 152 Host CM answer_call (i) 16 78 CM Host answer_call (r) 24 86 Host CM tcp_ack 0 68 CM Host call_conslt_orig_u 40 102 Host CM conference_party (i) 16 78 CM Host conference_party (r) 24 86 Host CM tcp_ack 0 68 Host CM tcp_ack 0 68 CM Host call_conferenced_u 57 118 CM Host call_conferenced_u 43 106 Host 50 Dest CM tcp_ack 0 68 bytes (PDU7) Version 1.0 (PDU1_MS) June 23, 1999 ICM/CompuCALL Capacity & Engineering Host tcp_ack 0 68 CM Host call_answered_u 90 152 Host CM tcp_ack 0 68 Host CM drop_party (i) 19 80 CM Host drop_party (r) 24 86 CM Host call_released_u 61 124 Host CM tcp_ack 0 68 Host CM tcp_ack 0 68 Host CM release_call (i) 19 80 CM Host release_call (r) 24 86 Host CM tcp_ack 0 68 CM Host call_released_u 61 122 Host CM tcp_ack 0 68 CM Host agent_setaction_u 18 80 Host CM tcp_ack 0 68 CM Host agent_setaction_u 18 80 Host CM tcp_ack 0 68 total 22) CM 876 3250 3 Way Conference with DropParty, X.25 Source Dest message CM Host call_offered_u 69 88 Host CM svc_ack 0 17 Host CM answer_call (i) 16 35 CM Host answer_call (r) 24 44 Host CM svc_ack 0 17 CM Host call_answered_u 69 88 Host CM svc_ack 0 17 Host CM add_party (i) 30 50 CM Host add_party (r) 24 44 Host CM svc_ack 0 17 CM Host call_conslt_orig_u 40 60 Host CM svc_ack 0 17 CM Host call_offered_u 90 110 Host CM svc_ack 0 17 Host CM answer_call (i) 16 37 CM Host answer_call (r) 24 45 Host CM svc_ack 0 17 Host CM conference_party (i) 16 35 June 23, 1999 bytes (PDU 7) Version 1.0 (PDU1_MS) 51 ICM/CompuCALL Capacity & Eng'g CM conference_party (r) 24 44 Host CM svc_ack 0 17 CM Host call_conferenced_u 57 76 Host CM svc_ack 0 17 CM Host call_conferenced_u 43 63 Host CM svc_ack 0 17 CM Host call_answered_u 90 110 Host CM svc_ack 0 17 Host CM drop_party (i) 19 38 CM Host drop_party (r) 24 44 Host CM svc_ack 0 17 CM Host call_released_u 61 81 Host CM svc_ack 0 17 Host CM release_call (i) 19 38 CM Host release_call (r) 24 44 Host CM svc_ack 0 17 CM Host call_released_u 61 80 Host CM svc_ack 0 17 CM Host agent_setaction_u 18 38 Host CM svc_ack 0 17 CM Host agent_setaction_u 18 37 Host CM svc_ack 0 17 total 23) Host 876 1618 Query DN Message, X.25 Source message Host CM dn_query_c (i) 24 45 CM Host dn_query_c (r) 21 42 Host CM svc_ack 0 17 total 24) Dest 45 104 bytes (PDU7) (PDU1_MS) Line -> Line, ACD X.25 Auto Answer, ~ IVR or Blind Transfer Source message CM Host call_offered_u 69 88 Host CM svc_ack 0 17 Host CM answer_call (i) 16 35 CM Host answer_call (r) 24 44 Host CM svc_ack 0 17 CM 52 Dest Host call_answered_u 69 88 bytes (PDU7) Version 1.0 (PDU1_MS) June 23, 1999 ICM/CompuCALL Capacity & Engineering Host svc_ack 0 17 Host CM add_party (i) 30 50 CM Host add_party (r) 24 44 Host CM svc_ack 0 17 CM Host call_conslt_orig_u 40 60 Host CM svc_ack 0 17 CM Host call_offered_u 90 110 Host CM svc_ack 0 17 Host CM conference_party (i) 16 37 CM Host conference_party (r) 24 45 Host CM svc_ack 0 17 Host CM answer_call (i) 16 35 CM Host answer_call (r) 24 44 Host CM svc_ack 0 17 CM Host call_conferenced_u 57 76 Host CM svc_ack 0 17 CM Host call_conferenced_u 43 63 Host CM svc_ack 0 17 CM Host call_answered_u 90 110 Host CM svc_ack 0 17 CM SCAITT call_released_u 61 81 Host CM svc_ack 0 17 CM Host agent_setaction_u 18 38 Host CM svc_ack 0 17 Host CM release_call (i) 19 40 CM Host release_call (r) 24 45 Host CM svc_ack 0 17 CM Host call_released_u 61 81 Host CM svc_ack 0 17 CM Host agent_setaction_u 18 38 Host CM svc_ack 0 17 total 25) CM 833 1524 Line -> Line, CDN X.25 Call Queued Message & Auto Answer Source Dest message CM Host call_queued_u 63 83 Host CM svc_ack 0 17 Host CM call_route_call (i) 42 63 CM Host call_route_call (r) 24 45 June 23, 1999 bytes (PDU 7) Version 1.0 (PDU1_MS) 53 ICM/CompuCALL Capacity & Eng'g Host svc_ack 0 17 CM Host call_released_u 52 72 Host CM svc_ack 0 17 CM Host call_offered_u 69 89 Host CM svc_ack 0 17 Host CM answer_call (i) 16 37 CM Host answer_call (r) 24 45 Host CM svc_ack 0 17 CM Host call_answered_u 69 89 Host CM svc_ack 0 17 Host CM release_call (i) 19 40 CM Host release_call (r) 24 45 Host CM svc_ack 0 17 CM Host call_released_u 61 81 Host CM svc_ack 0 17 CM Host agent_setaction_u 18 38 Host CM svc_ack 0 17 total 26) CM 481 880 Line -> Line, CDN X.25 Call Auto Answer, ~ Treatment Source message CM Host call_queued_u 63 83 Host CM svc_ack 0 17 Host CM give_treatment (i) 39 60 CM Host give_treatment (r) 24 45 Host CM svc_ack 0 17 Host CM call_route_call (i) 42 63 CM Host call_route_call (r) 24 45 Host CM svc_ack 0 17 CM Host call_released_u 52 72 Host CM svc_ack 0 17 CM Host call_offered_u 69 89 Host CM svc_ack 0 17 Host CM answer_call (i) 16 37 CM Host answer_call (r) 24 45 Host CM svc_ack 0 17 CM Host call_answered_u 69 89 Host CM svc_ack 0 17 Host 54 Dest CM release_call (i) 19 40 bytes (PDU7) Version 1.0 (PDU1_MS) June 23, 1999 ICM/CompuCALL Capacity & Engineering CM Host release_call (r) 24 45 Host CM svc_ack 0 17 CM Host call_released_u 61 81 Host CM svc_ack 0 17 CM Host agent_setaction_u 18 38 Host CM svc_ack 0 17 total 544 1002 27) Line -> Line, ~ IVR or Blind Transfer, no ICM messaging 28) Line -> Line, ~ IVR or Blind Transfer, ICM messaging over TCP Source Dest message CM Host call_offered_u 69 132 Host CM tcp_ack 0 68 CM Host call_answered_u 69 132 Host CM tcp_ack 0 68 CM Host call_conslt_orig_u 40 102 Host CM tcp_ack 0 68 CM Host call_offered_u 90 152 CM Host call_conferenced_u 57 120 CM Host call_conferenced_u 43 106 Host CM tcp_ack 0 68 CM Host call_released_u 61 124 Host CM tcp_ack 0 68 Host CM tcp_ack 0 68 CM Host call_transferred_u 43 106 Host CM tcp_ack 0 68 CM Host call_answered_u 90 152 Host CM tcp_ack 0 68 CM Host agent_setaction_u 18 80 CM Host call_rele