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

[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