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Reply To: IVR trunking calculations

Cameron Dewe

Treat an IVR like agents, if you can queue calls waiting for an IVR port, otherwise treat like a trunk. Then use Erlang-C or Erlang-B calculators to determine the number of ports. Use the average port holding time of the IVR port and busy hour call volumes and IVR specific service standards for answering performance as inputs into the calculations. The Erlang calculations should give you the number of ports needed.