Руководство По Проектированию для Cisco Cisco Customer Response Solution Downloads
5-6
Cisco IPCC Express Solution Reference Network Design
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Chapter 5 Basics of Call Center Sizing
Planning Resource Requirements for Call Center Sizing
Using the IPC Resource Calculator available (
http://tools.cisco.com/partner/ipccal/index.htm),
we can
determine that 25 agents are needed for this system. Checking the IPCC Express Configuration and
Ordering Tool indicates that all of these parameters fit within a single-server IPCC Express system.
Ordering Tool indicates that all of these parameters fit within a single-server IPCC Express system.
The IPC Resource Calculator also uses Erlang B and C to calculate the number of IVR ports needed for
call treatment (prompt/collect) and queuing. As an example of this calculation, we use the default icd.aef
script logic that is available with all the Cisco IPCC Express packages. Note in
call treatment (prompt/collect) and queuing. As an example of this calculation, we use the default icd.aef
script logic that is available with all the Cisco IPCC Express packages. Note in
how the script
logic allows the application developer to insert various delays in the script; these delays must be included
in Call Treatment Time, (Average IVR Delay) in put to the IPC Resource Calculator.
in Call Treatment Time, (Average IVR Delay) in put to the IPC Resource Calculator.
Figure 5-3
Application Processing Time for IPCC Express
The following steps detail the procedure for calculating IVR ports for our example IPCC Express
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 IPCC Express 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
IPCC Express 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
IPCC Express 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 2 seconds into the IPC Resource Calculator, and notice
that in this example five IVR ports are required for call treatment.
that in this example five 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 six IVR ports required for queuing.
yielding a value of six IVR ports required for queuing.
Step 3
Calculate the total number of IVR Ports required.
If the same IVR resources are shared for both Call Treatment and Queuing, then the IPC Resource
Calculator can be used to determine that in this example a total of seven IVR ports are required. If
different IVR resources are used for Call Treatment and Queuing, then simply use the answers calculated
in Steps 1 and 2 for the different IVR Resources.
Calculator can be used to determine that in this example a total of seven IVR ports are required. If
different IVR resources are used for Call Treatment and Queuing, then simply use the answers calculated
in Steps 1 and 2 for the different IVR Resources.
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, 31 trunks
(DS0’s) are required.
Trunks needed to support the required number of Agents and IVR ports. In this example, 31 trunks
(DS0’s) are required.