- This topic has 9 replies, 1 voice, and was last updated 18 years, 4 months ago by SHAILENDRA GIRISH.
7th January 2002 at 02:23 #11920Call Center ManagerGuest
Anyone able to advice me whether the BHCA for PABX system and BHCA for ACD is the same or different?
Possible to have BHCA PABX = 32000 but BHCA ACD = 2500? What will be the impact if this is the case?7th January 2002 at 12:09 #11921SANJAY BANGROOGuest
Your question is not correct.
It seems u r not a technical guy.
BHCA is always for the SWITCH / PABX and not for the ACD.
Different vendors specify different BHCA ratings for their system but there is a definite formula for claculating BHCA and BHCC from erlang calculations.
In case u require more details , revert back to me.
Sanjay Bangroo8th January 2002 at 06:45 #11922Call Center ManagerGuest
Thank you Sanjay,
You are right that I am not a technical woman.
I have attached his explaination, pls advice me if what he claims is correct?
The PABX system is able to support
32,000BHCA and this traffic capacity is based on the total aggregate that the PABX system can support on the whole; ranging from trunk, extensions,all other supportable applications (such as the OAI for ACD, MCI for
Now, ACD is just one of the applications developed by our partner,for the PABX system, which can never match up to 32,000BHCA,
else there is no meaning to the PABX system. ACD is currently rated at 2,500 BHCA with a delay of less than 2 sec in performance. Beyond that, the call delivery is delayed further and based on our traffic analysis on Dec 01 where the traffic hit 4,600 BHCA, the delay is between 2-3.3
seconds, i.e. an additional 1.3 secs at 4,600 BHCA. As explained also, this high traffic generated is also based on the insufficient agents to handle the high traffic during peak hours, where many call announcements were made. Operationally, if there is insufficient agents to handle the call,naturally there will be higher abandon rate, even if the Q-Master is delayed further for another 1-2 secs.
I hope you can now appreciate my explanation on the differences in the traffic capacity.
Is this the right way to quote a PABX system?9th January 2002 at 07:11 #11923SANJAY BANGROOGuest
NO , I THINK THE GUY IS MESSING UP THE THINGS. THE SWITCHING FUNCTIONALITY IS ODNE BY YOUR SWITCH ( PBX ) AND NOT THE ACD SOFTWARE , AS SUCH THE BHCA OR BHCC HOLDS TRUE FOR THE SWITCH AND NOT THE ACD.
YES ONE POINT WHICH HE HAS MENTIONED IS TECHNICALLY CORRECT , WHICH IS
“As explained also, this high traffic generated is also based on the insufficient agents to handle the high traffic during peak hours, where many call announcements were made. Operationally, if there is insufficient agents to handle the call,naturally there will be higher abandon rate, even if the Q-Master is delayed further for another 1-2 secs”.
IN CASE U REQUIRE FURTHER CLARIFICATIONS , PLEASE FEEL FREE TO CALL ME
SANJAY BANGROO15th January 2002 at 06:02 #11924Call Center ManagerGuest
In that case, if the PABX is quoted to have BHCA of 32,000, it should not slow down if there is a high traffic of 4600 BHCA. It should function like a 32,000 instead of as mentioned by the supplier, the slow down is cause by the 2500 ACD BHCA, whereby my PABX have the BHCA of 32,000. Right?16th January 2002 at 09:14 #11925Call Center ManagerGuest
What data can be found in an IVR report? Anyone has a sample that can be forwarded to me?17th January 2002 at 04:57 #11926SANJAY BANGROOGuest
I can send u the IVR reports and data , but I need your E-mail ID for that.
Can u ask your vendor how is he calculating the BHCA of his switch ?
Then I will throw more light on the issue.
Sanjay Bangroo18th January 2002 at 03:01 #11927Call Center ManagerGuest
Can you help me with more specific question to ask my vendor. I don’t think he will understand if I ask him how he is calculating the BHCA of his switch or he will pretend not to know and ask me a lot of question to go round the bush.21st January 2002 at 04:54 #11928SANJAY BANGROOGuest
Kindly ask him to explain the formula for calculating the BHCA for his switch.
Sanjay27th February 2002 at 11:05 #11929SHAILENDRA GIRISHGuest
WHAT IS BHCC FOR A SWITCH.PL. EXPLAIN.