Analyzing the data

Last Updated : Apr 16, 2013 |

Before you begin

Before you record the data, review the day or week that you select to record data from and ensure that the following conditions are met:

  • The peak hour of the day is not the result of an abnormality. For example, caused by a snow storm. If you determine the peak hour is the result of an abnormality, ignore the data of that day.

  • The weeks must not be times of slack business activity.

  • The weeks must not be four consecutive weeks.

  • The weeks must be from two or more months of normal business activity.

About this task

Use the summary report to collect measurement data and calculate the measured Busy Hour Call Completions (BHCC).

Procedure

  1. Record the data for the identified peak hour in the Processor Occupancy Summary Data worksheet. For more information about worksheets, see Blank worksheets.

    Processor Occupancy Summary Data worksheet provides space to record seven-day-per-week data. If your application is a five-day operation, you must record the data only for five days from Monday through Friday. When you calculate the average of the data, ensure that you only divide by the number of days that data was actually recorded, for example, 20 or 28.

  2. Calculate the column averages and record the averages in the appropriate row and column at the bottom of the worksheet.

    To calculate the processor occupancy:

  3. Verify if you can increase the Processing Occupancy further. Calculate the sum of the Call Processing Occupancy and Static Occupancy.

    • If the sum is less than 70 percent, proceed with step 4.

    • If the sum is greater than 70 percent, do not go to Step 4 because you cannot increase the Processing Occupancy further.

  4. Calculate the usage profile using the four-week average data that you obtained from your Worksheet 5.
  5. Determine whether the traffic application is ICM/Call Management System or CallVisor ASAI/OCM.

    You can determine traffic application type based on the type of business served by the configuration, the percentages of incoming and outgoing traffic, and personal knowledge of features in use.

    • A General Business application has a more even distribution of traffic in terms of incoming, outgoing, and intercom traffic.

    • An ICM/Call Management System application has a high percentage of incoming calls and also provides features that are specific to ACD or Call Vectoring. Some of these include agent and trunk tracking capability (for example, Call Management System or BCMC), recurring announcements.

    If the configuration supports more than one traffic application (for example, ICM/Call Management System as the primary and General Business as the secondary), then the processor occupancy required for the primary application must be determined first. The remainder is available for the secondary application.

    Note:

    This document describes the method for calculating the BHCC for a simple General Business traffic application. The configurations that provide the DCS, Call Management System, BCMS, and/or ISDN-PRI feature(s) are termed complex. You must consult the Design Center to calculate their BHCC. All ICM (ACD and Call Vectoring), ASAI/OCM. Vectoring and interflow/traffic applications are also termed complex and are currently only evaluated by the Design Center. For more information, contact your Account Team.

  6. Determine the maximum number of calls the configuration should be able to complete in one hour.

    To determine the maximum number of calls, see the configuration guidelines.

  7. Determine the normal calling rate for the given level of occupancy.
    1. Calculate the number of calls the configuration completes for a given level of occupancy. This number is referred to as Calls Predicted

      The divisor, 70, is the constant from Step 3 and refers to the percentage of the processor used by call processing. The variable BHCC is the value you obtained in Step 6.

    2. Compare the value in the Calls Predicted field with the four-week average value in the Total Calls field on the worksheet.

      • If Calls Predicted are less than Total Calls, then either you have a low feature usage rate or the system is completing more than 70 percent of calls. Therefore, if additional capacity is used in the same way, the following predictions should provide reliable results.

      • If Calls Predicted are greater than Total Calls, then either you have a high feature usage rate or the system is completing fewer than 70 percent of calls. Therefore, you must take care while deciding how many additional calls can be supported.

      • If Calls Predicted are equal or approximately equal to the Total Calls, then you are using the configuration in a typical manner.

  8. Determine the number of additional calls the configuration can complete. Use the following equation to calculate the number of additional calls:
  9. Determine the number of additional extensions that can be added.
    Note:

    The Average Number of Calls per Extension depends on the traffic application and other customer-specific operating techniques. If you do not know this value, use the default value for General Business traffic application, 4.05.

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