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Customer Interaction Express

Customer Interaction Express. Design and Sizing Requirements. Minimum Server requirements. Server tested Fujitsu Siemens HP IBM Specs Intel Processor DualCore 3 GHz or higher 3 GB random access memory (RAM) minimum Harddisk with at least 80 GB storage capacity DVD Drive (bootable)

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Customer Interaction Express

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  1. Customer Interaction Express Design and Sizing Requirements

  2. Minimum Server requirements • Server tested • Fujitsu Siemens • HP • IBM • Specs • Intel Processor DualCore 3 GHz or higher • 3 GB random access memory (RAM) minimum • Harddisk with at least 80 GB storage capacity • DVD Drive (bootable) • Network interface card (Ethernet) • Mouse • MF keyboard • Raid-system (Raid 1 – Minimum requirement) • Platform Software • Windows Server 2003 • Microsoft Vista / Longhorn Check the Offer Definition for updated server specifications

  3. Customer Interaction ExpressWhat CIE needs on CM • CM version 3.1 • AES 3.1 TSAPI basic license per CIE User • IP Trunks between CM and CIE • for Topics • number depending on maximum number of simultaneous calls coming in to CIE times two • as soon as call is in queue or at an agent the topic trunk is available for the next call • for Queues • 1.5 trunks per queue position • for Outbound • 1.5 trunks per initiated call • can be shared with queue trunks • the more outbound traffic the system needs to handle the more trunks should be “reserved” for outbound • QSIG on CM • Today requires CM Enterprise • Currently negotiating with CM PM to get QSIG feature free of charge

  4. Customer Interaction ExpressServer Sizing – Current status • Test - Cornerstones: • Simple TaskFlow for Voice (Topic – Announcement / Queue - AG) • Queue factor = 1 • Calls / hour is counting calls whichgot distributed to an agent. • On CM: • Same number of Route channelsand channels to distribute to agent • Identical number of queue channels andchannels to get calls out of queue • On each agent screen the real time information shown in the screen shot is running • Server Hardware used: • Fujitsu Siemens PY TX150S4 F D820, 1 GB, 2x73GB, D820 2.8 GHz Dual Core 2 • IBM 306m 3 GHz • HP DL 385

  5. Customer Interaction ExpressServer Sizing – Current Status • CIE – one server system • on Integral 55 • 10.000 Calls / hour,100 Voice Agents or • 6.500 Calls / hour, 70 Voice Agents plus500 E-Mails / hour, 15 E-Mail Agents • on Communication Manager • 3.500 Calls / hour, 40 Voice Agents, 40 Queue Positions or • 2.000 Calls / hour, 25 Voice Agents, 25 Queue Positions plus150 E-Mails / hour, 5 E-Mail Agents

  6. Customer Interaction ExpressServer Sizing – Current Status • E-Mail Routing • One server per 30 E-Mail Agents required • Limiting factor: TOMCAT • Max number of untreated E-Mails in the system: 30,000 • Max number of E-Mails the system can accept new per hour: 3,600 • VoiceControl – IVR • One server per 30 channels required. • Communication Manager • Max 40 Queue Positions in a one server system • Max 60 Queue Positions in a two server system • Max 60 Queue Positions per additional server

  7. Customer Interaction ExpressServer Sizing – Current Status • Factors, influencing the server dimensioning: • Number of calls / hour • Number of voice agents • Number of E-Mail agents • Number of IVR channels • Number of queue positions (on CM)

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