Setting Up Voice Ports for Greetings and IVR

[BobZahn]

I'm trying to allocate the proper resources on a BCM 400 for greetings and IVR prompts.

Currently the machine has 12 voice ports active and the system is not playing the greetings and IVR options fast enough. The system is also maxing out all available channels, 69, at peak times of the day as the call center is experiencing a busier than expected period after the holidays.

This system is set up as a call center and voice mail is not currently used by any users.

First off, can someone recommend how many voice ports I should have active? Currently the BCM monitor shows 3 assigned ports to call center and 9 assigned ports to voice mail. Should they all be assigned to call center or assigned to IVR and if so how do I change that?

 

[3Sixty]

The 3 assigned to the call center can only be ultilised by the call center. The remaining 9 can be used by call center,V mail and IVR. The IVR and Vmail share ports,Ports reserved by the call center can only be used by the call center and no other applications.

What other applications have you got running?

Marshall

http://www.marshallshouse.co.uk

 

[BobZahn]

The BCM is strictly used for the call center. There are 10 to 12 skills set up with two greetings that then routes to a CCR tree for the IVR options. One of six options on each IVR is to speak to an agent and those calls are transfered to one of three call handling skills that the agents are logged into.

I want to make sure I'm allocating an adequate number of ports to play the initial greeting as well as the ivr prompts in each ccr tree and finally the recordings that play in the call handling skills when agents are in queue (all agents are busy please stay on the line for the next available agent).

That last recording I mentioned is playing every minute the caller is in the queue. I'm thinking I need to bump that up to a less frequent cycle. Perhaps every two or three minutes.

Your thoughts?

 

[3Sixty]

How many lines on the system.

You might want to try setting the vm ports to 16 and reserve 9 for the call center and see if that helps.

Marshall

http://www.marshallshouse.co.uk

 

[BobZahn]

This BCM has three Digital Trunk Modules (23 channels on each) so we can accept up to 69 calls at a time.

I know how to adjust the number of vm ports but where do I allocate them to call center?

also, do I need to worry about the dn's that are used for the greetings and such to ensure they are not the same dn's that are used by the skills?

 

[3Sixty]

You log on to the BCM and select resources---msc config then select custom 1,edit the vm ports by right clicking and changing the min,max. You will then need to select the custom 1 setup and then reboot the BCM.

The reserved channels are on the call pilot under call center properties.

The DNS do not matter.

If you have registered on my site Bob under downloads training you will find a training guide for the call center.

Marshall

http://www.marshallshouse.co.uk