System Requirements

System Classification

novomind iAGENT Installations are devided into several classes, corresponding to their sizes. The following maximum sizes apply to each of these classes – for ensuring the save and stable system operation:

Class 1 – Small installation

  • Max. number of Mails in Backlog:                   20.000
  • Max. number of Calls in Backlog                           500
  • Tenants:                                                                 10
  • Locations:                                                             100
  • Incoming-Accounts:                                              100
  • Groups:                                                                500
  • Categories:                                                           500
  • Transaction-Codes:                                               500
  • Users:                                                                   500
  • Addressbook entries:                                        1.000
  • Text modules:                                                   1.000
  • Templates (Text/Html):                                         500
  • Templates (PDF):                                                    50
  • Concurrent agents:                                                 50
  • Maximum size of each incoming mail:           15 MB

Class 2 – Medium Installation

  • Max. number of Mails in Backlog:                   50.000
  • Max. number of Calls in Backlog                        2.000
  • Tenants:                                                                 50
  • Locations:                                                             500
  • Incoming-Accounts:                                              500
  • Groups:                                                             1.000
  • Categories:                                                        1.000
  • Transaction codes:                                            1.000
  • Users:                                                                2.000
  • Addressbook entries:                                        2.000
  • Text modules:                                                   4.000
  • Templates (Text/Html):                                      1.000
  • Templates (PDF):                                                  100
  • Concurrent agents:                                               200
  • Maximum size of each incoming mail:           20 MB

Class 3 – Large installation

  • Max. number of Mails in Backlog:                   100.000
  • Max. number of Calls in Backlog                       10.000
  • Tenants:                                                                 200
  • Locations:                                                            1.000
  • Incoming accounts:                                             1.000
  • Groups:                                                               3.000
  • Categories:                                                          3.000
  • Transaction codes:                                              3.000
  • Users:                                                                10.000
  • Addressbook entries:                                        10.000
  • Text modules:                                                    20.000
  • Templates (Text/Html):                                        2.000
  • Templates (PDF):                                                    500
  • Concurrent agents:                                              1.500
  • Maximum size of each incoming mail:             25 MB

System Requirements Server

Server 1: novomind iAGENT Server

Pre-installed on server

  • OS: 64 Bit, z.B. Windows 2012 / 2016 / 2019, Linux, others on request
  • Web server: Apache 2.4, others on request
  • other: Eclipse Temurin JDK 11 (others on request)
  • on Linux distributions the following packages must be installed:
    • libfontconfig (libfontconfig1 (Debian) or libfontconfig.so.1 (CentOS/RHEL))
    • aspell
    • aspell-de
    • aspell-en (other languages on request)

Provision of a database

  • MS SQL Server 2016 / 2019
    A data migration is necessary on upgrading to >= MS SQL 2016
    • Authentication on the database is only possible using MS SQL Server authentication! Microsoft Active Directory based login to the database server is not possible! There is only one user via which iAGENT logs on to the DB server – not a separate one for each iAGENT user!
  • Oracle 18c / 19c, others on request
  • high-availability database, if possible on a separate server

Further Notes

  • Email servers: all with SMTP, IMAP/IMAPS and/or POP3/POP3S support, optional Exchange protocols, TLS >= 1.2
  • Connection of external databases on request
  • Optional (recommended for large ticket volumes): Connection of a separate server for the full text index SOLR to speed up search and reporting – see below
  • On Windows systems there are restrictions due to the external spellchecker component “Aspell” because not all dictionaries (e.g. Arabic language) are available for this Windows version.

 Sizing

  • Hardware requirements for the server depend on the system size.
  • The following minimum requirements are recommended (others on request + see chapter System classification for supported limits):

Class

Maximum

Minimal
 

Items/month

Backlog

Users

CPU Core

GB RAM

GB HD*

1

10,000

1,000

10

4

18

100

2

100,000

10,000

100

6

26

150

3

500,000

25,000

250

8

34

200

* plus email/letter/fax archive, if archived on file system

Server 2 (for iAGENT Call): novomind iAGENT Call Components

All call components, i.e. the call connector, the IVR, the phone process, the speech connector (for connection to a speech engine such as Microsoft Azure or VOSK) and a web server (ngnix) can be installed on a server (Docker host). Optionally, the VOSK server can be operated in a Docker container.

Pre-installed on system: Docker Engine (no further specifications like operating system).

Sizing

Minimum

  • 4 Cores
  • 20 GB RAM
  • 100 GB HDD

Scalibility

An IVR process can handle 100 parallel connections. If required, the IVR can be set up multiple times.

Server 3 (for iAGENT Call): anynode SBC (Minimum Version 4.10.15)

Installation

As specified by TE-Systems GmbH for the anynode software SBC.

Other

Note: A check of the anynode SBC setup by the manufacturer or an integrator is always required.

VoIP – minimum technical requirements for the customer’s network

As a guideline to ensure good voice quality, a VoIP bandwidth of at least 100 kBit/s per caller (in upload and download) should be available between the telephone system and the novomind components iAGENT IVR, iAGENT Desk and iAGENT BrowserPhone (if used). In the direction of the novomind iAGENT Call Connector and novomind iAGENT Server, only the signaling of calls takes place, for which only a small amount of bandwidth is required.

In addition, the following boundary conditions should be observed with regard to the other QoS parameters:

  • Jitter: max. 20 ms
  • Delay: max. 150 ms end-to-end delay
  • Packet loss: max. 3%.
    •  

Sizing

The sizing specifications of TE-Systems GmbH for the anynode software SBC apply.

Optional Server 4: novomind iAGENT SOLR Server

Assumption for sizing recommendation

  • Emails/letters/faxes are not kept in the index for more than 3 years
  • Annual mail volume no more than 11 million mails
  • Mainly emails/letters/faxes from the last year are searched
  • Reporting monthly and rather less regularly in between

Recommended equipment of the external SOLR server

  • 4 Cores / 8 Threads
  • Hard disk space at least 200 GB
  • RAM:
    • SSD: min. 32 GB
    • HDD: min.128 GB
  • JDK 8
  • Gigabit network connection to the iAGENT server / cluster
  • Enabling of ports 8984 and 9984 between iAGENT Server / Cluster and SOLR Server (if default port for SOLR was maintained during iAGENT installation)

Optional Server 5: novomind iAGENT Help (Chatbot) Server with Analyzer

Pre-installed on system

  • OS: 64 Bit, z.B. Windows 2012 / 2016, Linux, others on request
  • web server: Apache 2.4, others on request
  • other: Eclipse Temurin 11 (others on request)

Provision of a database: MS-SQL Server 2012 / 2014, PostgreSQL

Other

  • Connection of external databases on request
  • The chatbot can also be run on an application server for small installations (< 100 CCU). For larger systems it is recommended to separate on a separate server.
  •  

Sizing

Minimum

  • Hardware: 1 CPU-Core per Prozess (Minum: 2) with min. 2 GHz
  • RAM: 8 GB
  • Memory requirements (for 100.000 Sessions p.a.): 3 GB Memory Server, 1GB Memory database

System Requirements Web Applications (GUI)

novomind iAGENT Supervisor

  • Desktop Browser: Microsoft Edge, Firefox in a current version or Firefox ESR, Chrome in a current version
  • Processor: e.g. Intel Core i5
  • Memory: At least 1 GB RAM for the browser process
  • IP connection: recommended connection to the novomind iAGENT server with minimum 1 MBit/s per supervisor
  • Permanent Internet connection required

novomind iAGENT Desk

  • Desktop Browser: Microsoft Edge, Firefox, Firefox ESR, Chrome
  • when using the softphone (myPBX):
    • WebRTC capable browser (also system environment/ network)
  • Processor: e.g. Intel Core i5
  • Memory: At least 1 GB RAM for the browser process
  • IP connection: recommended connection to the novomind iAGENT application server with a minimum of 1 Mbps per agent
  • Permanent Internet connection required

novomind iAGENT Help (Chatbot) Admin

  • Browser: Microsoft Edge, Firefox in einer akt. Version oder Firefox ESR, Chrome in einer aktuellen Version

novomind iAGENT Help (Chatbot) Analyzer:

  • Desktop Browser: Microsoft Edge, Firefox, Firefox ESR, Chrome

General novomind iAGENT Browser configuration:

  • Deactivate Compatibility- and Company Mode (necessary requirement)
  • Zoom 100%
  • Disable automatic update
  • Activate JavaScript + Cookies session-related
  • Network connection without proxy server
  • Disable popup blocker or turn it off for the iAGENT page(s)
  • Disable content and phishing filters
  • Set the option “Search newer version of saved page” in the browser caching settings to “automatic

We can only guarantee browser compatibility for the versions available at the release date of the iAGENT version.

System Requirements Java Application

novomind Composer

  • OS: Microsoft Windows
  • Hardware: min. 1 GB RAM

The data given are recommended guidelines, the concrete sizing of your system must be developed in the project.

Configuratuion of DB Connection-Pools

General

A connection pool bundles a specified maximum number of database connections for specific, technically different tasks.

Type of connection pools

In the routing process there are a total of 3 different connection pools that can be configured separately:

  1. Workflow connection pool
  2. Reporting connection pool
  3. Call connection pool (only with call routing)

There is only 1 connection pool in the agent process, chat agent process and core process, which corresponds to the workflow connection pool in the routing process.

Configuration of the connection pools

The pool size of the individual connection pools is configured using the “nmIQMail.cfg” parameter “dbPoolSize”.

Example:

dbPoolSize = 8.5.0.6

While standing…

  • the first value for the pool size of the workflow connection pool,
  • the second value for the pool size of the reporting connection pool,
  • (the third value is currently not used),
  • the fourth value for the pool size of the call connection pool.

The first value determines not only the pool size of the workflow connection pool in the routing process but also the pool size of the connection pool in the iAGENT desk process and chat agent process.

The pool size of the connection pool in the SOLR process is configured by the nmIQMail.cfg parameter search.solr.indexing.dbPoolSize, e.g.:

search.solr.indexing.dbPoolSize = 2

Pool size in the core process

In contrast to the other processes, the pool size of the connection pool in the core process is determined automatically. It is calculated from the maximum number of input accounts that can be processed in parallel (maxTheads).

The pool size in the core process is calculated using the following formula:

(maxTheads / 10) + 1 (but at least 2)

maxThreads is calculated automatically at core process startup based on the amount of memory allocated for the Java process. However, the value can also be overridden via a nmIQMail.cfg parameter, e.g.

incomingMaxThreads = 50

If the value is not overridden, maxThreads is calculated based on the allocated amount of memory (Xmx) as follows:

Memory (“Xmx”)
maxThreads
Pool-Size (Core-Prozess)
up to 1 GB 5 2
from 1 GB 10 2
from 2 GB 20 3
from 4 GB 50 6
from 10 GB 100 11
from 16 GB 200 21

Recommendation for configuring the pool size

Depending on the number of agents logged on at the same time (concurrent agents), the following recommendations result for the nmIQMail.cfg parameter dbPoolSize:

Concurrent agents
dbPoolSize
up to 100 5, 5
up to 250 10, 5
up to 500 15, 10
up to 1.000 25, 15
up to 1.500 30, 20

In connection with call routing, the pool size also depends on the number of incoming calls per hour. The following recommendations apply:

Concurrent agents
Calls per hour
dbPoolSize
bis 100 bis 1.000 5, 5, 0, 5
bis 250 bis 2.500 10, 5, 0, 10
bis 500 bis 5.000 15, 10, 0, 15
bis 1.000 bis 10.000 25, 15, 0, 25
bis 1.500 bis 15.000 30, 20, 0, 30