bobmay

Start here http://www.portagecommunications.com/primer.htm
It really isn't something tthat can be done with a simple formula. There are a lot of variables you need to define.

Chas2002

I've never found a formula, so I've always created my own. You can pin it down a bit buy doing a few calculations..I'll focus on speculation for a new Call Center.

What we know: A T1 can handle 24 concurrent calls, A T1 can be broken up into members and offered as a resource to incoming and outgoing callers.

Is this a new Call Center or an existing Call Center? A new Call Center will require a bit of guessing as there isn't any history to pull data from, whereas in an existing Call Center you can view your Trunk Route usage reports and see if you have too few or too many T1's.

Scenario: New Call Center (100 Agents), Expected (Peak) Call Volume = 1000 Calls an hour, Expected Talk Time per Call = 5 minutes. [Note the number of agents isn't important just yet as the queue and agents together will determine your Service Level.]

The Formula would something like: X=# of Calls divided by (60minutes/y=Talk Time) = z (mean number of concurrent calls).

1000 / (60/5) = 83.3 (Thus every 5 minutes you would need 83.3 dedicated paths available for communication or 4 T1’s). This is your max or Peak requirement for the expected 1000 calls.

Service Level - The result from the formula is also indicating that you'll need 83.3 agents to answer those 1000 calls, but this is where the queue and your Service Level Agreement comes into play. At the max you will need 83.3 agents to answer each and every call as it is presented to the call center. If you're willing to have callers in queue for a couple of minutes, then 41.6 agents can do the job, but you can really do the job with about 16 agents. Take a look at a 5 minute breakdown…

BreakDown (5 Minute Interval):

Time Frame Calls Presented Agents on Calls Calls In queue Agents available using ‘mean’ talk time
8am to 8:01 am 16 16 0 0

8:01 to 8:02 16 16 16 0

8:02 to 8:03 16 16 24 8 agents from 1st minute

8:03 to 8:04 16 16 32 4 agents from 1st minute, 4 agents from 2nd minute

8:04 to 8:05 16 16 40 Remaining 4 agents from 1st minute, 8 agents from 2nd minute and 4 agents from 3rd minute

8:05 to 8:06 (Cycle Restarts) 16 16 40 4 agents from 2nd minute, 8 agents from 3rd minute and 4 agents from 4th minute

That's basically how I approach Call Center Managers when developing a new call center. This is the starting point and is designed to prevent callers from getting a 'busy' signal.

Chas2002




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Switchtek

It's an existing Call Center, and this is my situation...

I currently have 13 T1's (Trunk groups 6 & 7) for my incoming toll free number. Which I average about a 55-58% usage over a 24 hour period.

With the implementation of a new feature on my MCI trunks, it will require me to handle about 600 outgoing calls (50 is probably the most per hour) on these same trunks.

Due to the fact that trunk groups 6 & 7 are incoming only, and these 600 calls were previously going out over my local trunks, I will need to add some more capacity to trunk group 7 to accommodate these additional calls.

This is why I asked about the formula, because I want to know how many T1's I need to add to manage these 600 calls.

The talk time for these 600 calls are minimal, because it's a switch to switch transfer.

After looking at your response though, I would think that 1 T1 could handle these calls.

I need to keep my usage on my trunk groups 6 & 7 below 60%, due to the fact that I sometimes handle all the calls from the West coast.

Thanks Chaz, and I will check out the website Bob!

Peace! :wink:

Chas2002

I would say (just from looking at your post) that you could convert both routes to Incoming and Outgoing and not suffer any degradation of service.

What type of system is this?

BTW - I was just up in your neck of the woods, stayed at a Hotel on Atlantic Ave. The new Town Center/Hotel they're building looks really cool..

Chas2002

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Dtu

Not a bad place to start for call-centre info.

http://www.callcentres.com.au/

I've also just added a Traffic calculator/convertor to the downloads sections. Maybe of some use to you and others.

Switchtek

Chaz,

You're saying to convert both my incoming only trunk groups to 2-way?

You don't think the 600 additional calls would warrant an additional T1?\

The switch is an Avaya G3r.

Yeah man, Va Beach is growing like Las Vegas!

That new downtown (Town Center) area is moving along, and they should have it complete in the next 2 years.

Thanks again!

Dtu,

Thanks for the link. Very resourceful site!

Peace!

Chas2002

That's just my suggestion, but now that I've thought about it - I wouldn't make them both I/O'ing.

You have 312 or so members and are utilizing about 60% at any given time -- you could break out some of the existing members into a third route and make that route the 1st choice for outgoing calls and the last choice for incoming calls.

Not sure about the G3r, but I've done this many times with Meridian Switches...

Chas2002

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Switchtek

That would work too.

Thanks for the help man!

Peace