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Engineering ACD applications with report data

Issue 5.0 May 2005 135

Trunk Engineering Guidelines

The number of trunks required for a typical ACD ranges from 1.1 to 1.7 times the number

of agents (whenever a blocked call represents potential lost revenue). As in the case of

agents, the number of trunks required for an ACD is based on the incoming traffic to each

split, not the ACD as a whole.

The left-most column in the ACD trunk engineering table

on page 137 lists the number of

trunks required to service a split, depending on the carried load in Erlangs and the blocking

probability. Erlang is a unit of traffic intensity, or load, used to express the amount of traffic

it takes to keep one facility busy for one hour. Blocking probability relates to the desired

grade of service. The possible blocking probabilities are shown across the top of the ACD

trunk engineering table on page 137, and the entries under the blocking probabilities are

carried loads in Erlangs.

To determine the number of trunks needed for a given split:

● You will need a split report for the peak busy-hour (list bcms split ## time

xx:xx xx:xx) for the busiest day of the week.

Tip:

Tip: If the time interval is sufficiently long to cover the busiest hours of the day

(such as 8:00 to 18:00) you need only scan the report to determine which

hour is the busy hour.

● For the identified peak busy hour, you need to determine the average talk time and the

average speed of answer. Otherwise, you must estimate the average call duration: the

total time a caller spends waiting for an answer, plus any time on hold (in queue), and

plus the service time (the time the caller spends talking to an agent).

● If you know the calling volume, also referred to as the busy-hour calls, use that value.

As an alternative, you must estimate the number of busy-hour calls received by the ACD

split during peak levels of caller activity.

Note:

Note: The calling volume is simply the sum of the two fields (ACD CALLS and

ABAND CALLS) for the identified busy hour. This does not include:

● Calls never queued

● Calls given Central Office (CO) busy

● Multiply the call duration (in fractions of an hour) by the rate of busy-hour calls (in calls

per hour). This number is the carried load in Erlangs. Abandoned calls should be

multiplied by the AVG ABAND time.

● Determine the desired grade of service (the blocking probability). The blocking

probability for each split is defined as the ratio of blocked calls to the total number of

incoming calls.

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Avaya Basic Call Management System (BCMS) Bedienungsanleitung Seite 135