Callpilot and Contact Center Inquiry 2

[ROTA78]

Hello all,

Thank you for your help.

We was using MIRAN to record the voice messages for our contact center..

But now we have a new callpilot and we need to record a new message on the CallPilot to use it in the contact center.

Our callpilot have 8 ports,
The question is if we record the message in the CP and used it as playprompt in the CC how meny client in the queue can hear the message at the same time ?


thanks again

Rafat

 

[GHTROUT]

Technically, as calls as there are ports at any one time.

But mathematically, using only 4 ports, figure almost 800 calls could hear a 15 second message in one hour...1% of those calls would have some delay.

I'd fool around with a traffic calculator if you want to demonstrate this.

GHTROUT.com | FAQs | Recent Replies

 

[ROTA78]

Ghtrout,
You mean one port for one chaneel at the same time..

There are no broadcast channels facelity ??



Regards,
Rafat

 

[GHTROUT]

I mis-typed. in my first post. I meant

As many callers can hear recordings as there are ports/channels at a given time.

Correct - there is no broadcast on the Mail system.

But remember, the ports are ACD with queuing, and the recordings can be short, so traffic math says "lots of call can be processed with few channels"

GHTROUT.com | FAQs | Recent Replies

 

[captaingadget]

If you use "OPEN VOICE SESSION" in CC6 then it's one call per access port. If you use "GIVE CONTROLLED BROADCAST ANNOUNCEMENT" then you can have up to 50 simultaneous calls per access port. But please note the "GIVE CONTROLLED BROADCAST" may not be available on some CS1000E systems depending on the individual engineering.

 

[GHTROUT]

Outstanding info. When was that released?

GHTROUT.com | FAQs | Recent Replies

 

[captaingadget]

give controlled broadcast announcement" has always existed on Symposium 5 and CC6. The restrication has creeped in recently and is something to do with conference port availability I think.

 

[ROTA78]

Thanks captaingadget,,

I got the same answer from nortel.....
Regards,
Rafat


Nortel Page 1 of 4
Product Bulletin
Bulletin Number: P-2007-0284-Global
Date: 7 November 2007
Controlled Broadcast support on CS 1000E
REVISION HISTORY
Date Revision # Summary of Changes
23 October 2007 Original bulletin This is the original publication
Overview
This bulletin provides information on use of “Give Controlled Broadcast” in a Contact Center
environment using a Communication Server 1000E.
This bulletin updates Controlled Broadcast section of CS 1000 Rls.5.0 Product Bulletin PB-
2007-0179.
Introduction
“Give Controlled Broadcast” is a Contact Center feature used to provide broadcast
announcements to multiple callers simultaneously while waiting in queue. This feature
enables the Contact Center customer to achieve a 50:1 ratio of listeners to CallPilot
channel. That is a single CallPilot channel may be used to broadcast an announcement to
up to 50 callers.
The callers receiving the broadcast treatment may or may not be terminating on a trunk in
the same cabinet/ chassis as the broadcasting application (i.e. CallPilot) and consequently it
is necessary ensure a connection is established between the CallPilot channel and the
Media Gateway terminating the caller (broadcast listener).
The Communication Server 1000E uses IP to transmit media between Media Gateways and
requires a DSP resource for each IP to TDM conversions. For the Controlled Broadcast
feature it is necessary to ensure there are sufficient system resources to establish each
media path to be established to a caller terminating on a trunk. With CS 1000 Release 5.0
there are limitations on the use of “Give Controlled Broadcast” with CS 1000E
Nortel Page 2 of 4
Main Topic
The following explains the configurations in which the “Controlled Broadcast” feature is
supported.
Upgrades to CS 1000 Release 5.0
Existing System Type Upgraded to Release 5.0 Limitation*
CS 1000M Single Group CS 1000 M Single Group No Limitation**
CS 1000M Multi Group CS 1000 M Multi Group No Limitation**
CS 1000S (Single Cabinet) CS 1000E Single Cabinet No Limitation**
CS 1000M (Single Chassis/ Cabinet) CS 1000E Single Chas/ Cab No Limitation**
CS 1000S/ M (Multiple Chas/ Cab) CS 1000E Multi Chas/ Cab Limitation*
CS 1000E CS 1000E HA Limitation*
CS 1000 Release 5.0 New Systems
CS 1000 M Single Group/ Multi Group No Limitation*
CS 1000E Single Cabinet/ Chassis No Limitation** (No Vtrunks)
CS 1000E Multi Cabinet/ Chassis Limitation*
* Limitation
• For systems with a single Media Gateway configuration there is no limitation on the
use of Give Controlled broadcast.
• For systems with multiple media gateways it is necessary to provision the incoming
contact center trunks in the same Media Gateway as CallPilot. With this configuration
the broadcast media path remains within the Media Gateway and does not require
DSP resources for each listener.
• For larger configurations where it is not possible to provision trunks in the same MG
as Call Pilot the Controlled Broadcast feature is not supported.
**No Limitation
Nortel Page 3 of 4
• For local trunks there is no limitation. For CS 1000E Incoming trunks for a Contact
Centre must be provisioned in the same Media Gateway as CallPilot.
• Controlled Broadcast across a “virtual trunk” is not supported.
Alternate Feature for “In Queue” announcements
For Contact Center’s where the requirements exceed the configuration described above it is
recommended that the “Open Voice Session” feature be used to provide “in-queue”
announcements. Although existing Contact Center scripts that use “Give Controlled
Broadcast” will have to modified this feature provides more extensive options for providing
call treatment for callers waiting in queue.
For detailed information on use of the “Open Voice Session” feature please refer to the
Nortel Contact Center Manager Contact Center, Communication Server 1000/Meridian 1
and Voice Processing Guide – NTP 297-2183-931
Nortel Page 4 of 4
*Nortel, the Nortel logo and the Globemark are trademarks of Nortel.
©2007 Nortel Networks Limited. All rights reserved. Nortel, the Nortel logo, and the Globemark design are trademarks of
Nortel Networks Limited. All other trademarks are the property of their respective owners.
The information in this document is subject to change without notice. Nortel reserves the right to make changes, without notice,
in equipment design as engineering or manufacturing methods may warrant. The statements, configurations, technical data,
and recommendations in this document are believed to be accurate and reliable, but are presented without express or implied
warranty. Users must take full responsibility for their applications of any products specified in this document. The information in
this document is proprietary to Nortel Networks Limited.
To view the most recent version of this bulletin, please visit Nortel’s Partner Information Center on the web at:

http://www.nortel.com/pic.

 

[tnphoneman]

Good feature poor design if you ask me.

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