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 ??
These are the paths to get to each CCX logs through CLI. They may be helpful if you are having issues accessing RTMT or downloading logs through it.
If you want to download them you have to prefix "file get " and you can add one of the options (re...