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CTI Route Point Max Calls

Hi

I'm seeing a strange problem with a busy call centre. We are getting about 3000 BHCA coming in to four services terminting on 4 CTI route points and then doing a post route lookup through ICM. When the centre gets really busy we often get busy back to the callers when there are still idle trunks coming in to the call centre.

This got me wondering if we were hitting a limit on the Route Points, is it 4 cps ?? We configured another route point to overflow to on busy or failure and we do some calls hitting this second route point.

So my question is whats the best way to handle a volume of traffic hitting on route point ?? Should we overflow like we are doing or spread the service across a number of route points.

Has anyone else come across anythign like this before ??

Thanks

1 REPLY
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Re: CTI Route Point Max Calls

You could check for two things:

Translation Routes: Make sure they match all the available CTI Ports

The number of sessions the Cisco media termination dialog group is configured to have.

This will probably even out the traffic.

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