How to Enable QoS for SAP Contact Center Servers and Communication Desktop (CDT)
How to Enable QoS for SAP Contact Center Communication Desktop (CDT)
QoS or Quality of Service describes the way in which packets are tagged to ensure that network devices apply the correct prioritization, allowing the best possible experience when contention occurs on the network.In System Configurator
Navigate to: Call Switching > Global Switching Settings > DSCP Value.
The default value is DSCP 46, which corresponds to the following (from RFC 2475 / Cisco)
| DSCP Value | Decimal Value | Meaning | Drop Probability | Equivalent IP Precedence Value |
|---|---|---|---|---|
This tag must be able to be prioritized on all network devices such as switches and routers where the packets flow.
On SAP CCtr Server
As of Windows 2008, QoS policies are applied to a user login session or a computer as part of a Group Policy object (GPO) that you have linked to an Active Directory container, such as a domain, site, or organizational unit (OU).
QoS traffic management occurs below the application layer, which means that applications such as SAP CCtr do not need to be modified to benefit from the advantages that are provided by QoS policies.
- Add SAP CCtr Servers to an OU for the servers (allowing specific settings on these servers that won't interfere with other servers in GPO).
- In Group Policy, select the Group Policy Object (GPO) upon which the QoS policy will be applied. By using the QoS policy wizard, create a QoS policy called "SAP CCtr policy" that specifies a high-priority DSCP value of 46 for all applications, any IP address, TCP and UDP, and port number.
- The QoS policy is applied only to the CCtr servers by linking the GPO to the OU that contains only these servers, via the Group Policy Management Console (GPMC) tool. This initial server CCtr policy applies the high-priority DSCP value whenever the computer sends network traffic.
- You can further refine the policy but in general we want all communications with these servers prioritized
For SAP CCtr Agents Desktops running Communication Desktop
As of Windows 2008, QoS policies are applied to a user login session or a computer as part of a Group Policy object (GPO) that you have linked to an Active Directory container, such as a domain, site, or organizational unit (OU).
To ensure the Communication Desktop application's traffic is prioritized, create an SAP CDT data policy. This policy specifies a DSCP value of 46 based on the executable name for the SAP Communication desktop which is PhoneATLProxy.exe and mctabuff.exe.
Another GPO is created and deployed for all client computers in the domain or OU where the agents reside. Whenever the SAP CDT sends data, the DSCP 46 value is applied.
More Information
For more information on how QoS is configured in your Group Policy and Active Directory, refer to this Microsoft URL: https://docs.microsoft.com/en-us/windows-server/networking/technologies/qos/qos-policy-top
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