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Can someone please tell me how i should go about calculating the number of t-1 lines that i would need for a 35 seat call center with max queue size of 35? Do the T-1 channels needed for calls in queue as well as the calls in session.
Please let me know
You need a line for each caller, weather talking with an agent or on hold. If you are sure about the numbers, that is that you can handle peak time load with 35 agents and no more that 35 callers in the queue, then you need 70 lines.
The theory is explained in http://www.diagnosticstrategies.com/traffic_modeling.htm.
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