QoS in Cisco2960 Switches for a Call Center

Unanswered Question
May 14th, 2009

I am working in the implementation of a call center with up to 120 agents based on Avaya MG8300. All the agents will use avaya soft phone and the switches are Cisco 2960.

I like to have some tips and advise to properly set up QoS in the Switches.

I think auto qos feature is designed to work with Cisco IP phones not third party.

Because all the agents will use soft phone I wouldn't assign QoS by physical port or VLAN, so how should I set the equipment to classify voice and data packets coming from the same device?

I will appreciate all assistance you can give me.

I have this problem too.
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chadlincoln Thu, 05/14/2009 - 11:06

Assuming the Avaya is marking it's voice traffic as ef and signaling as either af31 or cs3:

mls qos map cos-dscp 0 8 16 26 32 46 48 56


class-map match-all RTP

match ip dscp ef

class-map match-all Control

match ip dscp 24 26


policy-map SoftPhone

class RTP

police 1000000 4096

exceed-action drop

class Control

police 1000000 4096

exceed-action drop


int range fa0/1 - 48

service-policy input SoftPhone

wrr-queue bandwidth 10 20 70 1

no wrr-queue cos-map

wrr-queue cos-map 1 0 1

wrr-queue cos-map 2 2 4

wrr-queue cos-map 3 3 6 7

wrr-queue cos-map 4 5

On the uplinks, put this under the interface:

int fa0/0

mls qos trust cos

Again, this is not knowing how the Avaya is marking the traffic. Are you going to be using voice vlans?

Please rate if this helped.


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