BCM 4.0 Contact Center

[phrk]

BCM experts,

Is it possible to set a limit for the number of calls that can queue to a skillset, CDN, or target line? Avaya has a feature called 'max queue depth' which creates such a limit, and I am looking for similar functionality in the BCM.

Thanks!

 

[senk1s]

the M1 has it as well ...but let me see if i can find it on the BCM (what version are you working with?)

 

[phrk]

sw 4.0.2.03 (BCM.R400.081)

Thanks!

 

[senk1s]

phrk:
sorry i was not able to find anything similar in the BCM

Why do you need to limit the queue size?

On the target line ...it's the actual number of trunks in the incoming trunk group
You may try cbc routing (assuming you have a PRI) -

 

[phrk]

Thank you for checking, senk1s! I needed a sanity check. You are right, I have a PRI and am able to use CBC routing successfully to limit the incoming calls from exhausting all the b-channels. Thus I can guarantee some outgoing bandwidth in the BCM. The trouble is, we are using target lines (DID/DNIS) for several departments, and one of them is exhausting all the trunks up to the incoming cbc limit. Then the other departments' incoming service is blocked.

 

[gberger]

If you want to limit permanently the number of calls in a skillset, have your telco limit it on their end on individual did's. That what we did and it works good.

 

[phrk]

These are good ideas. Thanks!