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Cisco Unified Contact Center Express Solution Reference Network Design, Release 4.1
Chapter 4 Basics of Call Center Sizing
Planning Resource Requirements for Call Center Sizing
Figure 4-4
Application Processing Time for Unified CCX
The following steps detail the procedure for calculating IVR ports for our example Unified CCX
application:
application:
Step 1
Calculate the number of IVR ports required to handle IVR call treatment functionality:
a.
Estimate the average time the call is being processed by the Unified CCX script, from the time the
initial call enters the application until the time the call is queued. This value is the call treatment
time (CTT, also called Average IVR Delay). Using the default icd.aef script for our example, this
value would be the time the welcome prompt is played. The welcome prompt used by this particular
Unified CCX application was estimated at two seconds. (Note that a lengthy prompt/collect
sequence for caller self-service will result in much longer CTT).
initial call enters the application until the time the call is queued. This value is the call treatment
time (CTT, also called Average IVR Delay). Using the default icd.aef script for our example, this
value would be the time the welcome prompt is played. The welcome prompt used by this particular
Unified CCX application was estimated at two seconds. (Note that a lengthy prompt/collect
sequence for caller self-service will result in much longer CTT).
b.
Now enter the CTT (Average IVR Delay) of 20 seconds into the IPC Resource Calculator, and notice
that in this example ten IVR ports are required for call treatment.
that in this example ten IVR ports are required for call treatment.
Step 2
Calculate the number of IVR Ports required to handle queuing functionality.
In this case the IPC Resource Calculator has already performed the calculation from the previous inputs,
yielding a value of five IVR ports required for queuing.
yielding a value of five IVR ports required for queuing.
Step 3
Calculate the total number of IVR Ports required.
The IPC Resource Calculator automatically adds up all IVR ports required (queuing, call treatment and
self service (using the advanced IPC Resource Calculator). In this example a total of fifteen IVR ports
are required.
self service (using the advanced IPC Resource Calculator). In this example a total of fifteen IVR ports
are required.
Note at this point that the IPC Resource Calculator has also determined the number of Gateway Voice
Trunks needed to support the required number of Agents and IVR ports. In this example, 36 PSTN trunks
(DS0’s) are required.
Trunks needed to support the required number of Agents and IVR ports. In this example, 36 PSTN trunks
(DS0’s) are required.