Sip Server - CPD

[natlonehat]

Hi guys,

can someone PLEASE do me a favour and put up a visio diagram of how an outbound call would work in this scenario?

Also, how do I calculate how many CPD ports I'd need for a particular number of agents?

[victor]

Hi, natlonehat,

(cool icon!!!!)

I think you need diagram for both SIP and CTI here.
Give me a day - I will put something together for you.

Best regards,
Vic

[natlonehat]

THANK YOU THANK YOU THANK YOU THANK YOU THANK YOU THANK YOU THANK YOU THANK YOU

Much appreciated victor!

[victor]

I guess all that "thank you" is about my comment on the icon, right? 

Ok, here is a small power point presentation (one slide really) on the signalling of Genesys and SIP when OCS is dialing out to a client and then forwards the call to the agent, by passing the queue... I paid only pre-cursory attention to the log, so I hope I got it right...

As for calculating CPDs - Genesys gives you a paper on it in the sizing guide, or something, but it really depends on how many agents you have and how long you expect them to talk, how good your calling list is and whether or not you will be doing predictive calls. It is much easier to get more CPDs later

[natlonehat]

Hey Vic,

nah, all the thank you's were for helping me out with this.

just one last thing...the file has an odp extension....how do i open it??

[cavagnaro]

It's Open Office document, you can use this if do not have the suite:
http://www.officeviewers.com/

[cavagnaro]

Here it is on PDF however Victor it doesn't show the CPD directly but I could understood it, can you nat?
For the CPD port you need if on Predictive for example multiply the number of agents by 1.3, so if you have 7 agents (7x1.3= 9.1) you need around 9 to 10 ports.

[natlonehat]

To be honest, I couldnt get where CPD comes in....


I am using predictive, have 120 people on outbound and only 60 CPDs.
The records are randomly generated so we get a lot of SITs.



Appreciate the assistance...



found something for Openoffice, if it helps:

http://viewer.zoho.com/

[cavagnaro]

Shouldn't be a SIT, should be a Dial Error. Which PBX do you have?
What exactly is your problem or question, maybe in that way we can help better

[natlonehat]

[quote author=cavagnaro link=topic=2448.msg9291#msg9291 date=1189404384]
Shouldn't be a SIT, should be a Dial Error. Which PBX do you have?
What exactly is your problem or question, maybe in that way we can help better
[/quote]

no question / issue with SIT,

just couldnt really get the CPD role in the diagram, thats all...

Really appreciate you guys taking out the time to help...

[victor]

Wait,

I thought it was for for SIP server, so your CPD is actually SIP extension, so:

SIP Server?

[natlonehat]

Got it vic!!



[quote author=cavagnaro link=topic=2448.msg9289#msg9289 date=1189399168]
For the CPD port you need if on Predictive for example multiply the number of agents by 1.3, so if you have 7 agents (7x1.3= 9.1) you need around 9 to 10 ports.

[/quote]

Question: why use a multiplier of 1.3?

[cavagnaro]

Well we on Alcatel use this to calculate the number for dialing ports we will need asuring the worst scenario.  As predictive will overdial you will definitively need more dialing porst than agents you have. If you have less ports than agents then you will never get a real predictive dialing, neither a progressive (1 port per agent). You will have (or have) a lot of sleeping workfoce.
The question would be now who mades the dial? SIP Server? If so what are you using to the PSTN side? No real PBX? A dialogic board maybe?

[natlonehat]

[quote author=cavagnaro link=topic=2448.msg9296#msg9296 date=1189408707]
Well we on Alcatel use this to calculate the number for dialing ports we will need asuring the worst scenario.  As predictive will overdial you will definitively need more dialing porst than agents you have. If you have less ports than agents then you will never get a real predictive dialing, neither a progressive (1 port per agent). You will have (or have) a lot of sleeping workfoce.
The question would be now who mades the dial? SIP Server? If so what are you using to the PSTN side? No real PBX? A dialogic board maybe?

[/quote]

I believe it's dialogic boards.

I have also attached a screep grab of the groups view for one of the campaigns we run.
Hope it gives you a better idea...

[cavagnaro]

But do you have some sort of PBX? Nortel, Avaya, Alcatel, Cisco, etc?