I am new to the erlang world. Basically, I don’t know that much, but I do have the following questions. Please someone help me to get more understanding.
1) From time to time, calls are coming in the call center through IVR (VRU) system and route to agents’ handling eventually. In between, there should be the ACD Queue (where the callers are waiting). Can anyone tell me the most efficient way to calculate the Queue Size?
2) What is the meaning of trunks calculated by Erlang with the present of IVR in the up-front? Say, the calculated trunks by Erlang is 30, but there are 50 trunks to the system, because of the provision of IVR system users.