Requirements

For users with an existing SIP to trunk infrastructure, the following is required:

• 1 server as a Softdial CallGem™ / ACD / Gateway Cluster Controller server
• 1 server per 100 agents

If a customer requires 2 or more servers for media processing, a redundant server is recommended.

For anything larger than this size of system, we would advise the customer to invest in a server blade infrastructure.

For up to 5 agents, it is possible to deliver everything on one server, but only for test/ demo purposes. Beyond this there will be insufficient CPU resource to service both the SCC services and the media processing platform.

The platform requirements for a dedicated server to support running the media processing stack are as follows:

Processor	Core i7 or Intel Xeon quad-core
Memory	8GB
Hard drive - system	SATA or SAS - Fast (15K rpm),150GB or more or SSD - 256GB
Hard drive - storage (recordings)	SATA or SAS - 7200RPM, 2TB
OS	Windows Server 2008 (x86) / R2 (x64)/ 2012/ 2016/ 2019, or Windows 7 Professional (x64).
Network	Dual Gigabit NICs

Such a platform will support:

• 100 predictive agents using
  • G.711 uLaw/ ALaw codec, or
  • G.729 code
• a full complement of media processing activities (including blanket call recording)

For information on assessing the required channel resources, see Managing IP Telephony Channel Resources.

The server should be configured to minimise processing interruption on account of operating system activity. These requirements will change based on exact hardware specification but as a general rule the following should be observed:

• SATA and SAS drives should be configured with a fixed-size swap file of 4GB.
• System configuration should be such that resident processes and services are a bare minimum set. This precludes active use of anti-spyware and antivirus software. The server will therefore need to be protected by external firewalls.
• Windows Firewall must be disabled. This performs packet inspection which may interrupt operation when running under load.
• Any non-resident antivirus or anti-spyware software should be scheduled to run overnight as part of scheduled outage for the server. In a HA (high availability) environment multiple servers will be required and will need to have different outage periods.
• Automatic updates, and automatic downloading of updates, must be disabled.
• The server should be configured to favour background tasks.
• The desktop UI configuration should be the simplest possible, to minimise processor load when administering the system.