NEC 2000 IPS Business System Capacities

Chapter 12 Automatic Call Distribution with MIS
Page 12- 8 UNIVERGE NEAX 2000 IPS Request for Proposal (RFP) Reference Guide
Issue 6
Business System Capacities
Capacities
Item ACD CallCenterWorX
ACD 3.0 CallCenterWorX MIS 3.0
Tenants per System 9
Splits per ACD Tenant Note 1 Note 1
Splits per System 150 150
Splits per Logon ID 32 32
Active ACD Agents per
System 120 Note 2/ Note 4 120 Note 2
Trunks per System 255 Note 4 255
Maximum Queue Depth 300 –
Priority Levels 1 250 Note 3
Maximum Calls in
Queue per System
300 –
Transfer to PBX
Numbers
120 –
Agent Logon ID Codes
per System
400 400
Agent Logon ID Code
Digits
9 9
Statistics Report History
Limit
– 1.5GB
MIS per System 8 8
Pilot Numbers 300 Note 4 300
Tally Code Names per
Split
– 100
Tally Code Names per
System
– 3000
Busy Hour Call Attempts
(BHCA) Note 5 –
Note 1: The total number of splits per system (150) is shared among the total number of tenants (up to 9).
Note 2: Agent positions available depend on the installed security key’s capacity for logged-on agents. The
total number of agents is shared among the total number of tenants (up to 9). Security keys are available in
the following capacities: 10, 20, 30, 40, 60, 80, 100, & 120.
Note 3: The MIS tracks Split queue calls as “High” and “Standard.”
Note 4: Dependent upon the CallCenterWorX configuration formula based on the OAI monitoring limitations:
(Agents x 2) + (Pilots and/or Personal Pilots) + Trunks + IVR Ports must be equal to or less than 256.
Note 5: BHCA (Busy Hour Call Attempts)
Number of PIM’s 1PIM 2PIM 3PIM 4PIM 5PIM 6PIM 7PIM 8PIM
Business or
Hotel/Motel
with ACD/OAI
Max. 2000 BHCA
(No FP)
Max. 4000 BHCA
(One FP)
Max. 5000 BHCA
(Two FPs)
Max. 5500 BHCA
(Three FPs)