Updated 06/29/2018

 

System Requirements Guide

 

In the sections that follow, there are examples of the components and hardware requirements for different sizes of ZOOM installations. Every installation, like every customer is unique, and so ZOOM provides sales engineers who can tailor an installation to a specific customer’s needs.

*This document does not replace the need for a ZOOM sales engineer to properly design a customer hardware implementation.

Basic requirements

All installations of ZOOM software should be sized and approved by a ZOOM sales engineer as there are many factors to consider when designing a hardware and network solution.

Inputs include (but are not limited to):

  • Business Days/Hours
  • Calls Per day
  • Length of Calls / % Recorded
  • Archival Periods
  • Number of Data Centers / DR / High availability
  • ZOOM products purchased

ZOOM will then design a solution designed for those specific customer needs:

Hardware Requirements Image

 IOPS

The ZOOM Suite is demanding on both storage and CPU capacity, particularly if Quality Management is installed and is heavily used for evaluations.

Only fast SAS drives should be considered for call recording storage. Solid State Drives (SSD) offer much higher IOPS performance, so are an ideal candidate for the role as a call recording cache (short term storage, before calls are archived to permanent storage consisting of slower HDDs).

Network Requirements

High network throughput in a multi-server environment is essential, particularly where the NFS (Network File System) is used.

NFS Performance

NFS (Network File System) performance degradation is caused by the following:

  • Network connection speed much lower than the local disk connection (SAS has 3-6 Gbits / sec).
  • No caching (the file being loaded over the network could be modified any time by another process).
  • Network latency being much higher than local latency (all switches / routers on the way, and so on).
  • Network overhead being much higher than local transfer. The worst case is transferring a large number of small files.

SAMPLE Customer Configurations

Record up to 100 Concurrent Calls - Call Recording Only

The recommended server hardware configuration is as follows:

Call Recording Only - 100 Calls

Running Services:

RMI, CONFIG, CORE, RS/SLR, DECODER, CC IM, TOOLS, WEB UI (optional), DATABASE, RTS

CPU

1 x Quad core (Intel XEON 2xxx or newer) 2.0Ghz or better

RAM

8 GB Minimum! (only for low nr. of calls in DB and short retention period)
16 GB Recommended

HDD

4x 10 000 rpm HDD, RAID 10 (approximately 400 IOPS required) with RAM cache minimum 256 MB and battery enabled

Network Cards

2x 100 Mb Ethernet minimum for Passive recording 1x 100 Mb Ethernet minimum for Active recording

Storage Example

Average length of calls

180 seconds ( 3 minutes)

Average handle time

270 seconds

Maximum concurrent calls

100

Number of calls a day (8 hours)

9 600

Storage required for one month of mp3 media

180 GB + 20GB for system

Storage required for 12 months of mp3 media

2.2 TB + 20 GB for system

 

Record up to 100 Concurrent Calls - Call Recording and Quality Management

This scenario assumes that there will be around 10 supervisors (one supervisor to every ten agents) accessing Quality Management simultaneously. The recommended server hardware configuration is as follows:

Call Recording and Quality Management - 100 Calls

Running Services:

RMI, CONFIG,CORE, RS/SLR, DECODER, CC IM, TOOLS, WEB UI (optional), DATABASE, RTS

CPU

8 x Intel Quad Core 55XX 2.0Ghz or better

RAM + SOLR RAM (indexing data by nr. of agents over time, see more above)

8 GB Minimum! (only for low nr. of calls in DB and short retention period) + SOLR RAM requirements
16 GB Recommended + SOLR RAM requirements

HDD

4x RAID 10, 10 000 rpm HDD with RAM cache minimum 256 MB and battery enabled

Network Cards

2x 100 Mb Ethernet minimum for Passive recording 1x 100 Mb Ethernet minimum for Active recording

Storage Example

Average length of calls

180 (3 min)

Average handle time

270 seconds (4.5 minutes)

Maximum concurrent calls

100

Number of calls a day (8 hours)

9 600

Storage required for one month of mp3 media

180 GB + 20GB for System

Storage required for 12 months of mp3 media

2.2 TB + 20GB for System

Storage required for Quality Management Database

20 GB

 

Record up to 250 Concurrent Calls - Call Recording Only

The recommended server hardware configuration is as follows:

Call Recording Only - 250 Calls

Running Services:

RMI, CONFIG,CORE, RS/SLR, RTS, DECODER, CC IM, TOOLS, WEB UI (optional), DATABASE

CPU

1 x Intel Quad Core 55XX 2.3 Ghz or better

RAM

8 GB Minimum! (only for low nr. of calls in DB and short retention period)
16 GB Recommended

HDD

Two options for recording cache (approx 1 000 IOPS required):

1. SSD having a total minimum 1 000 IOPS using 4 kB blocks

2. 4x SAS 10 000 rpm for RAID 10 partition with write cache enabled to decrease HDD IOPS

Dedicated HDD for permanent storage: 4 x 7 200 rpm for RAID 10 and with RAM cache minimum 512MB and battery enabled

Network Cards

2x 1 Gigabit Ethernet

Storage Example

Average length of calls

180 seconds

Average handle time

270 seconds

Maximum concurrent calls

250

Number of calls a day (8 hours)

24 000

Percentage of calls recorded

100%

Storage required for one month of mp3 media

450 GB + 20GB for system

Storage required for 12 months of mp3 media

5.4 TB + 20GB for system

 

Record up to 250 Concurrent Calls - Call Recording and Quality Management

This scenario assumes that there will be around 25 supervisors (one supervisor to every ten agents) accessing Quality Management simultaneously. This solution requires two servers:

  • Server 1: Call Recording and decoding modules
  • Server 2: Quality Management including database, MLM Tools and Call Recording Web UI

The recommended server hardware configuration is as follows:

Server 1: Call Recording - 250 Calls

Running Services:

RMI, CONFIG,CORE, RS/SLR, RTS, DECODER, CC IM

CPU

1 x Intel Quad Core 55XX 2.3 Ghz or better

RAM + SOLR RAM (indexing data by nr. of agents over time, see more above)

8 GB Minimum! (only for low nr. of calls in DB and short retention period) + SOLR RAM requirements
16 GB Recommended + SOLR RAM requirements

HDD

Two options for recording cache (approx 1 000 IOPS required for recording, additional IOPS produced by Quality Management)

1.SSD having a total minimum 1 000 IOPS using 4 kB blocks

2. 4x SAS 10 000 rpm for RAID 10 partition with write cache enabled to decrease HDD IOPS and with RAM cache minimum 512MB and battery enabled

Additional HDD requirements are produced in relation to how heavily (and when - if off peak or during peak hours) Quality Management is used.

If more concurrent users use Quality Management, it is recommended to deploy the database on a separate HDD.

Dedicated HDD for permanent storage: 4 x 7 200 rpm for RAID 10

Network Cards

2x 1 Gigabit Ethernet

Storage Example

Average length of calls

180 seconds

Average handle time

270 seconds

Maximum concurrent calls

250

Number of calls a day (8 hours)

24 000

Percentage of calls recorded

100%

Storage required for one month of mp3 media

450 GB + 20GB for system

Storage required for 12 months of mp3 media

5.4 TB + 20GB for system

 

Server 2: Quality Management

Running Services:

RMI, TOOLS, WEB UI, DATABASE

CPU

4 x Intel Quad Core 55XX 2.0Ghz or better

RAM

16 GB RAM

HDD

Fast storage: 4 x 10 000 rpm for RAID 10

Network Card

1Gbs

Storage required for Quality Management Database

200 GB to support external data.

 

Record up to 400 Concurrent Calls - Call Recording Only

The recommended server hardware configuration is as follows: 

Call Recording Only - 400 Calls

Running Services:

RMI, CONFIG, CORE, RS/SLR, RTS, DECODER, CC IM, TOOLS, WEB UI (optional), DATABASE

CPU

1 x Intel 8 Core XEON (or dual socket Intel XEON Quad Core) 2.3 Ghz or better

RAM

16 GB 

HDD

Two options for recording cache (approx. 2 000 IOPS required by recording in peaks):

1. SSD having as a total minimum 2 000 IOPS.

2. 4x SAS 15 000 rpm for RAID 10 partition with write cache enabled to decrease HDD IOPS to acceptable levels and with RAM cache minimum 512MB and battery enabled

or a combination of both as an ideal candidate: SSD as a fast write through cache and HDD RAID 10 as a permanent storage.

Network Cards

2x 1 Gigabit Ethernet

Storage Example

Average length of calls

180 seconds

Average handle time

270 seconds

Maximum concurrent calls

400

Number of calls a day (8 hours)

38 400

Percentage of calls recorded

100%

Storage required for one month of mp3 media

720 GB + 20GB for system

Storage required for 12 months of mp3 media

8.8TB + 20GB for system

 

Record up to 400 Concurrent Calls - Call Recording and Quality Management

This scenario assumes that there will be around 50 supervisors (one supervisor to every eight agents) accessing Quality Management simultaneously.

This scenario requires two servers:

  • Server 1: Call Recording and decoding modules
  • Server 2: Quality Management including database, MLM Tools and Call Recording Web UI

The recommended server hardware configuration is as follows:

Server 1: Call Recording - 400 Calls

Running Services:

RMI, CONFIG,CORE, RS/SLR, RTS, DECODER, CC IM

CPU

1 x Intel 8 Core XEON (or dual socket Intel XEON Quad Core) 2.3 Ghz or better

RAM + SOLR RAM (indexing data by nr. of agents over time, see more above)

16 GB Recommended + SOLR RAM requirements

HDD

Two options for recording cache (approx 2 000 IOPS required by recording in peaks):

1. SSD having as a total minimum 2 000 IOPS.

2. 4x SAS 15 000 rpm for RAID 10 partition with write cache enabled to decrease HDD IOPS to acceptable levels and with RAM cache minimum 512MB and battery enabled

or a combination of both as an ideal candidate: SSD as a fast write through cache and HDD RAID 10 as a permanent storage.

Network Cards

2x 1 Gigabit Ethernet

Storage Example

Average length of calls

180 seconds

Average handle time

270 seconds

Maximum concurrent calls

400

Number of calls a day (8 hours)

38 400

Percentage of calls recorded

100%

Storage required for one month of mp3 media

720 GB + 20GB for system

Storage required for 12 months of mp3 media

8.8 TB + 20GB for system

 

Server 2: Quality Management

Running Services:

RMI, TOOLS, WEB UI, DATABASE

CPU

16 x Intel XEON Quad Core 2 Ghz or better

RAM

32 GB RAM

HDD

Fast storage: 4 x 10 000 rpm for RAID 10

Storage required for Quality Management Database

400 GB to support external data.

 

Additional Screen Capture Requirements

Screen Capture deployments require the following hardware specifications in addition to the Call Recording or Call Recording+ Quality Management scenarios outlined earlier.

The following figures are calculated using the assumption that the estimated bandwidth required for one Screen Capture session is 400 Kbps.

Screen Capture Sessions

CPU

MEM

HDD

Up to 500

1x Quad (2.5GHz+)

8GB RAM

2xHDD [RAID 1]

Up to 1 000

2x Quad (2.5GHz+)

8GB RAM

4xHDD [RAID 10]

 

Modular Solution for 1000 Concurrent Calls

This scenario distributes Call Recording, Quality Management and Screen Capture modules (if required) between four or five servers, which have a similar hardware configuration, differing only in allocated RAM. It is assumed that active recording will be implemented:

  • Server 1: Config, Call Recording Core, Decoder, Active Recorder
  • Server 2: Decoder, Active Recorder
  • Server 3: Decoder, Active Recorder
  • Server 4: Web Server including Quality Management, Database, MLM Tools. If Quality Management is not required, only half the RAM is needed.
  • Server 5: Screen Capture Media Upload Server

The recommended server hardware configuration for these servers is as follows:

Server 1: Main Recorder / Decoder

Running Services:

RMI, CONFIG, CORE, SLR, DECODER

CPU

Intel XEON 2x Quad Core E55XX (2.5GHz+)

RAM

16 GB RAM

HDD

Fast storage: 4 x 10 000 rpm for RAID 10

 

Servers 2 and 3: Recorder / Decoder

Running Services:

RMI, SLR, DECODER

CPU

Intel XEON 2x Quad Core E55XX (2.5GHz+)

RAM

8 GB RAM

HDD

Fast storage: 4 x 10 000 rpm for RAID 10

 

Server 4: Web Server, Database, Tools

Running Services:

RMI, DATABASE, WEB, TOOLS

CPU

Intel XEON 2x Quad Core E55XX (2.5GHz+)

RAM

32 GB RAM

HDD

Fast storage: 4 x 10 000 rpm for RAID 10

 

Server 5: Screen Capture

Running Services:

RMI, Screen Capture

CPU

Intel XEON 2x Quad Core E55XX (2.5GHz+)

RAM

8 GB RAM

HDD

Fast storage: 4 x 10 000 rpm for RAID 10

The overall recording parameters and storage requirements for this configuration are in the table below.

Recording Parameters

Average length of calls

180 seconds

Average handle time

270 seconds

Maximum concurrent calls

1 000

Number of calls a day (8 hours)

96 000

Percentage of calls recorded

100%

Storage required for one month of mp3 media

1.8 TB + 20GB for system

Storage required for 12 months of mp3 media

22 TB + 20GB for system

 

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