Cisco Cisco Unified Contact Center Enterprise 9.0(1)
Serviceability Best Practices Guide for Unified ICM/Unified CCE & Unified CCH
©2012 Cisco Systems, Inc.
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Counters are divided into two categories:
1. “Measurement” value
A measurement value is only valid if the indicator values are “good.” If the indicator values
are within acceptable levels, then the measurement value is used in the forthcoming
calculation to determine utilization.
are within acceptable levels, then the measurement value is used in the forthcoming
calculation to determine utilization.
2. “Indicator” value
An indicator value is a Boolean indication of “good” or “bad” – exceeding the maximum
threshold is, of course, “bad.” If the indicator value is “bad,” assume that capacity utilization
was exceeded. If so, you must take steps to return the system to < 100% utilization which
may require hardware upgrade.
threshold is, of course, “bad.” If the indicator value is “bad,” assume that capacity utilization
was exceeded. If so, you must take steps to return the system to < 100% utilization which
may require hardware upgrade.
Capacity utilization is considered to be >= 100% if published sizing limits are exceeded for any given
component (for more information, see Hardware and System Software Specification [Bill of
Material] for Cisco Unified ICM/Contact Center Enterprise & Hosted or the Cisco Unified Contact
Center Enterprise Solution Reference Network Design [SRND]). For example: if the server on which
a Unified CC PG is installed has a published capacity of 1,000 agents but there are 1,075 active
agents at a particular time, the server is considered to be greater than 100% utilization regardless of
what might be calculated using the methods described herein. The reason for this is that although the
server/application seems to be performing at acceptable levels, any legitimate change in usage
patterns could drive utilization beyond 100% and cause a system outage because the published
capacity was exceeded. Published capacities seek to take into account differences between
deployments and/or changes in usage patterns without driving the server into the red zones of
performance thresholds. As such, all deployments must remain within these published capacities to
enjoy continued Cisco support.
component (for more information, see Hardware and System Software Specification [Bill of
Material] for Cisco Unified ICM/Contact Center Enterprise & Hosted or the Cisco Unified Contact
Center Enterprise Solution Reference Network Design [SRND]). For example: if the server on which
a Unified CC PG is installed has a published capacity of 1,000 agents but there are 1,075 active
agents at a particular time, the server is considered to be greater than 100% utilization regardless of
what might be calculated using the methods described herein. The reason for this is that although the
server/application seems to be performing at acceptable levels, any legitimate change in usage
patterns could drive utilization beyond 100% and cause a system outage because the published
capacity was exceeded. Published capacities seek to take into account differences between
deployments and/or changes in usage patterns without driving the server into the red zones of
performance thresholds. As such, all deployments must remain within these published capacities to
enjoy continued Cisco support.
9.4.1
Calculating CPU Utilization
Table 9-1: Calculating CPU Utilization
CPU
95%
Measurement Counter: Processor – % Processor Time (_Total)
CPU
Sat
Maximum threshold: 60%
Indicator
Counter
Counter
Counter: System – Processor Queue Length
Threshold: 2 X # CPU Cores
100
*
)
(
)
(
%
95
Sat
n
n
CPU
t
CPU
t
CPU