SAP Contact Center call capacity

[Former Member]

Hello everyone,

I have a couple of questions around the same subject:

During Clearing, when we get 100s of callers phoning us at one time, we normally switch off Contact Center and use our standard PBX system. This is because, in the past at least, Contact Center has been unable to handle the call volumes. This year, we would like to use Contact Center for a part of the call handling process. The plan is to have the caller phone a Contact Center number and then be presented with an IVR menu which gives them 2 choices: press 1 for Clearing (this will redirect their call outside of Contact Center to another system) and press 2 for anything else (this will be place them in a Contact Center queue as normal).

The expectation is that the IVR will get 100s of hits for a period of 2 or 3 days. Almost all of the callers will press 1 and be redirected outside of Contact Center.

So my questions are

1) Can SAP Contact Center handling up to 100 callers concurrently ringing an IVR?

2) Are there any (free or inexpensive) tools that anyone can recommend so that we can test call capacity? Or does Contact Center come with anything like this?

Many thanks in advance for any advice.

Best wishes,

Adele

[Former Member · Accepted solution]

Hi Adele,

We haven't being checking where is the limit, but for sure I can say that system can handle 100+ concurrent calls. Few figures I can although share; one partner checked that system can take at least 25 new calls per second and at other customer we had 8500 users.

With 25 new calls per second some are of course routed to IVR and rest to agents. And when speaking about 8500 users those are not using the system simultaneously, but if you count that 10% are active and taking contacts you get some idea.

Overall when speaking about higher amount of simultaneously calls then the bottlenecks are typically at recording and prompt playing resources. Also like Roman said you should keep in mind that operator/GW could be limiting factor - especially in case where calls are routed back to PSTN. With contacts like email, chat and action items there is no problem.

As sharing email addresses and contact details is not allowed at this platform I'm happy to connect you two. missp I don't have your email so could you please send one for me? First name.surname at sap.com

BR,
Jukka Suhonen

[Former Member]

Hi Roman and Sergio,

Thank you both for your replies. That is very helpful. Our Contact Centre system connects to 2 Mediant Gateway devices with 180 trunks between those and our PABX. From our PSTN provider there are 210 trunks for handling incoming calls. Our telecoms people seem to think this should handle the 100+ concurrent calls we're expecting but, as I say, in the past we've had issues with loads of this volume - in earlier versions of Contact Centre though.

Sergio - with regards to how many PSTN-Gateway services we have, do you mean the 2 Mediant Gateway boxes?

Roman - I would be very interested to hear about your call load simulations - would you be able to tell me more about that?

Many thanks again.

Adele

[Former Member]

Hi Adele,

beyond what Roman comments, you also have to see how your SAP-CCtr is deployed, that is, how many PSTN-Gateway services you have created.....

But anyway, attending 100 simultaneous calls should not be a problem in a normal CCtr's deploy.

Bst. rgrds,.

Sergio.

[Roman_Errapart]

Hi Adele,

We are managing many SAP Contact Center installations and so far we have not seen SAP Contact Center to be a bottle neck. 100+ simultaneous calls should be no problems at all. Such numbers we see daily in IVRs and also call queues.

Usually the bottle neck is the telephone operator which has limitations on how many simultaneous calls they allow (either physical limitations by ISDN lines or virtual limitations on SIP trunks).

So if from the operator you get one incoming call and SAP Contact Center IVR transfers it back to external number, then that usually requires already 2 voice channels on the telephone lines.

But if you need to get a test setup we can arrange call load simulations from our SIP gateways.

Best regards,

Roman Errapart