INFO

TPP: iLogixx MyContactCenter v8.0.0 - SwyxWare 2015 (kb4665)

The information in this article applies to:

  • SwyxWare 2015
  • iLogixx MyContactCenter v8.0.0

[ Summary | Information ]


Summary

Within the Swyx Technology Partner Programme (TPP) the iLogixx MyContactCenter v8.0.0 was successfully tested against a SwyxWare 2015 and reaches therefore the certification level certified.


Information

Test environment

Software versions
Tested MCC Server Components
MCCDispatcher.exe    V8.0.0.0
MCCServer.exe           V8.0.0.0
MCCLogger.exe          V8.0.0.0
Tested MCC Client Components
MCCAgent.exe           V8.0.0.0
MCCWallboard.exe    V8.0.0.0

Tested SwyxWare
SwyxWare 2015 english
   IpPbxSrv.exe                   10.0.0.245
   IpPbxGate.exe                10.0.0.17
   IpPbxCDSService.exe      10.0.0.32
   LinkMgr.exe                     10.0.0.61
Tested SwyxIt!
SwyxIt! 2015, english/german
    SwyxIt!.exe                     10.0.0.143
    CLMgr.exe                       10.0.0.176

Server OS:
- Windows 2012 english (X64), Version 6.2.9200

Client PC OS:
- Windows 7, SP1, english/german, x32/x64, Version 6.1.7601
- Windows 8, english/german, x64, Version 6.2.9200
- Windows 8.1, english, x64, Version 6.3.9600

Testdate: 02-02-2015

Test installation

Two SwyxWare2015 installations, connected via SwyxLink.
MCC Dispatcher installation on each SwyxWare server.
One MCC Server installation.
Fifteen SwyxIt! installations with MCC Agent installation, distributed registered at one of the SwyxWare servers.
Two configured ACD groups in MCC, all agents are member of both groups.
Two SwyxWare Script user, assigned to the MCC ACD groups.
One CAPI blaster instance to generate calls via ISDN.
One SIP blaster instance to generate calls via SIP.

ACD Test

Two different constallations were tested:
1. The MCC server was installed on one of the SwyxWare servers (shared installation)
2. Der MCC Server was installed on a dedicated server (distributed installation)
 
Maximum amount of parallel incoming calls via ISDN for the first ACD group: 30
Maximum amount of parallel incoming calls via SIP for the second ACD group: 30
Call duration: variable between 20 and 90 seconds
Downtime between calls: variable between 5 und 15 seconds
 
The incoming calls von CAPI- and SIP blaster were handled by the associated Script User via the MCC Script, added to the MCC callqueue and offered to an available agent. After a variable waiting period, an offered call was automatically accepted by the SwyxIt! or rejected in approximately 5% of the cases. An accepted call was terminated by either the caller or after a variable call duration by the SwyxIt!.
 
Test results
Test duration (shared installation):  appr. 86 hours
Total number of inbound calls (shared installation):  ca. 240.000
Total number of accpeted calls (shared installation):  ca. 95.000
 
Test duration (distributed installation):  appr. 90 hours
Total number of inbound calls (distributed installation):  ca. 250.000
Total number of accpeted calls (distributed installation):  ca. 100.000
 
SwyxWare eventlogentries: None
MCC Server eventlogentries: None
SwyxIt! eventlogentries: None
MCC Agent eventlogentries: None
 
Memory, handles and threads of all services stable while the test was active. System load was uncritical.
Resources were properly released after test was finished.

Campaign Test

Test installation

Two SwyxWare2015 installations, connected via SwyxLink.
MCC Dispatcher installation on each SwyxWare server.
One MCC Server installation on one of the SwyxWare servers.
One SwyxIt! installion on the MCC server, with the associated CLMgr configured for PowerDial mode
Fourteen SwyxIt! installations with MCC Agent installation, distributed registered at one of the SwyxWare servers.
One configured MCC campaign, all agents are member of that campaign.
One CAPI blaster instance to handle calls via ISDN.

The MCC Campaign initiates outgoing calls to the CAPI blaster instance. If a call is accepted by the CAPI blaster, a second call to an available agent is initiated, this is automatically accepted and both calls are connected to each other. After a maximum period of 15 seconds, the call gets disconnected as configured in the MCC campaign.

Test results

Test duration:  appr. 70 hours
Maximum amount of existing parallel calls(limited by the number of agents): 14
Total number of outgoing calls: appr. 100.000
Total number of connected calls: appr. 95.000

SwyxWare Eventlog entries: none
MCC Eventlog entries: none
SwyxIt! Eventlog entries: none
MCC Agent Eventlog entries: none
 
Memory, handles and threads of all services stable while the test was active. System load was uncritical.
Resources were properly released after test was finished.
 
The result of these tests are also valid for an Octopus NetPhone 2015.

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