T1 capacity - PBX Info :: Your Free PBX, PABX and Telephone Information Resource

HHCRM · 09-19-2003, 02:34 PM

I've been asked to provide daily call capacity for an inbound project. In your opinion, without knowing any of the information I wish I had, do you feel 5 T1s should be sufficient to support 100 CSRs answering inbound calls. We have an Option 61c..

I wish I could provide you with more info, but that's all I've got.

Thanks.
MR

rhack · 09-19-2003, 03:22 PM

The short answer is YES. Assuming your 5 T1's are in a single route with a primary and backup d- channel you have a total of 23+23+24+24+24 channels = 118 channels total. In this config, it means all 100 CSR's can be active on a call and another 18 callers can be queueing.

I am also making an assumption that these T1's are strictly for inbound call center traffic. If other users on the PBX make or receive calls on these trunks than we've got a whole new ball game to play.

To get a clear picture for your requirements you need to know approximately how calls per hour, average call length, and desired grade of service.

HHCRM · 09-19-2003, 03:45 PM

That's exactly how we are routed and exactly what my calculatyions came up with.

Thanks for the input.

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