Cisco Unified Contact Center Enterprise Solution Reference ...

Sizing Outbound Call Center Agents, IVR Ports, Dialer Ports, and Gateways or Trunks
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Figure 8-5 After-Call Work Time
Cisco Unified Contact Center Enterprise 7.x SRND
Chapter 8 Sizing Call Center Resources
Note that trunks and IVT ports remained virtually the same, except that there is one additional trunk (113
instead of 112). This slight increase is not due to the wrap-up time, but rather is a side effect of the slight
change in the SLG (92% instead of 93%) due to rounding calculations for the required 116 agents due
to wrap-up time.
Sizing Outbound Call Center Agents, IVR Ports, Dialer Ports, and
Gateways or Trunks
The call center examples in this section illustrate how to use the Outbound Unified CCE Resource
Calculator in various scenarios, along with the impact on required resources for outbound call centers.
The first example in this section is a basic outbound call campaign, where all calls are dialed
automatically by the system (via IP dialer ports and predictive dialing) and are presented to the voice
gateway. Calls are handled based on call type or disposition. Unanswered calls (busy, invalid number,
and ring-no-answer) are automatically detected by the system. Answering machine calls are sent to
either an IVR or an agent for handling. Calls answered by a person are sent either to IVR for handling
or to an agent (these calls could also be sent to an IVR for a brief message before being sent to an agent).
The Outbound Unified CCE Resource Calculator allows you to specify an outbound service level (for
example, 99% of calls answered within 2 seconds). Because it is against the law in the USA to let
customer-answered calls go unhandled (abandoned or unanswered by the system), an IVR or a message
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