IVR Routing Port Sizing Wizard

SUMMARY

The IVR Port Sizing Wizard is a tool to help plan how many ports and servers your IVR plan will need. 

INFORMATION

OVERVIEW

When you first load the IVR Port Sizing Wizard you will be prompted to the terms of use, which must be agreed to before continuing.  The main screen which follows is broken up into three sections:

1. The Menus which give you the options to switch between Home, Messaging, RAD, UPiQ, Callback, and the Summary are available at the top right, and through a drop down menu on the left.


2. On the right is the Suggested Configuration panel.  This will update itself as you go through the process of filling in the planning information.


3. In the center, occupying most of the screen is the main section, which will contain the planning queries for each section.


RUNNING THE WIZARD

From the main screen, you will be asked if you are using each of the following:  RAD messages, UPiQ messages, and the Callback feature.  A simple Yes/No radial dial will let you choose which to add to your predicted configuration, and which steps you can skip.  Once you've selected the options you'll need, click the next arrow at the bottom.




The wizard will lead you through the process, updating the suggested configuration automatically as you go.  You will be asked for the following information:

Messaging
1. Interactive Menu

• Average number of menus and sub-menus a caller would be presented with in the call flow
• Average duration a caller spends in each menu
• Total number of busy hour calls the call flow encounters

2. Digit Collection

• Average duration required for callers to enter requested digits
• Total numbers of busy hour calls the callflow will encounter

3. Routing

• Average 'action' duration for routing
• Number of busy hour calls to routing

4. Play Message

• Average duration required for the message to play
• Total number of busy hour calls the message encounters

5. System Management

• Average duration a supervisor spends accessing system management
• Total number of busy hour calls system management encounters

Recorded Announcement Device (RAD)
1. For each RAD message

• Number of busy hour calls
• Average call length
• Message duration
• Phase time
• Message type
• Repeat time

Updated Position in Queue (UPiQ)
1. For each UPiQ message

• Number of busy hour calls
• Average call length
• Message duration
• Phase time
• Repeat time
• Max calls to TAP
• Number of agents

Callback
1. Callback Request

• Average duration required for caller to complete a callback request
• Total number of busy hours the callback request encounters

2. Callback Processing

• Average 'action' duration for callback processing
• Total number of busy hours to callback processing

The last screen will ask for the customer/site name, and an e-mail address.  You will have the option to Save a PDF copy of the suggested configuration locally, or Email the suggested configuration to yourself.  In both cases you will receive a PDF report which includes all of the choices you made, and numbers you filled in during the wizard, and your suggested counts for the following:

• Messaging Ports
• Callback Ports
• UPiQ Ports
• RAD Ports
• Total Ports
• Total Servers

RESOURCES

APPLIES TO

IVR/VWM, all versions