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New Member

IPCC Express and the 10000 calls

Hi,

I currently have a customer who have an IPCC Express handling arround 6000 calls per day, 2 days ago my customer have a volume of 10000 calls on the hole day, and on peak hours callers and agents experienced communication problems with like call cut and some other times the agents wasn't able to listen to the caller when they answer the phone until a few seconds.

So i do the following question. I think that this is not an IPCC Express issue but i need to be sure, so i do the following question: Do MCS7845 have a call handle limit?

Best Regards,

Claudio.

2 REPLIES
Bronze

Re: IPCC Express and the 10000 calls

The design might be best addressed with skills-based routing, which is possible with CRS v3.1 and beyond. Agents can then be associated to up to 25 CSQs, and each CSQ can handle up to 50 skills. This is at least with the MCS7835 that they have when pushed to the max.

And if they want more, MCS7845.Imagine with skills-based routing, you can then associate agents to less CSQs, still achieve your goal to route to agents that fit the CSQ profile. 25 CSQ is a limitation of ICD 'by design'

New Member

Re: IPCC Express and the 10000 calls

But why do i need to change to skills based routing to solve a problem regarding to calls cut and voice problems?

My customer comments me that the server was on 40 to 100 percent of CPU usage!!!

Is this server enuff to handle 10000 calls?

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