Important:
Avaya Technology and Consulting (ATAC) Design Center must review all Call Center Elite designs. Avaya Sales Factory must review all Call Center Elite designs that involve SIP trunking.
Avaya Sales Factory derives the Communication Manager CPU occupancy for upgrades and new installations to ensure that the proposed solution design can handle the anticipated traffic load.
The following are some of the major considerations:
Busy Hour Call Completion (BHCC) for inbound calls.
Call Vectoring with a focus on the announcements that Communication Manager plays for calls in a queue.
The number of simultaneously active SIP trunks. Active SIP trunks that support calls in a queue have a greater impact on the Communication Manager CPU occupancy than the active SIP trunks that support calls being handled by agents.
The Communication Manager release, CPU clock speed, and server duplication mode.
Computer Telephony Integration (CTI) operations, such as call monitoring, adjunct routing, and third-party call control (3PCC).
Intelligent Customer Routing (ICR) and Best Service Routing (BSR) operations.
