Intrinsic to our system design is the concept of a cluster. InContact has two primary POPs or data centers, one in Los Angeles and one in Dallas. Both POPs and the facilities they are housed in are state of the art, providing power, cooling and security. A cluster will be designed with redundant components in each POP, ensuring service survivability in the event of local geographic disasters and outages. Our network, in turn, is designed with services that can operate out of either LAX or Dallas. The question that is often brought to me is ‘How many calls can a cluster handle? People, of course, want to hear a precise and specific number. However, that number is as variable as there are types of contacts, call flows and business models.
As an example, one call model involves answering calls and transferring them on to another destination. If you don’t want to keep the callers on the line the entire time, you can use call back. We have dialer programs and automated call processing, and of course the traditional call that comes in and goes to an agent. Additionally, call velocities and hold times affect this variable metric we call ‘capacity’. Finally, we have time of day and day of week factors that impact the load on the system at any given moment. Consequently, when I get that question, I always tell them ‘It depends…” and I ask them for the details of their application. What time of day and what days of the week. Over how many hours of the day will the campaign be spread, describe the call flow, will there be blind transfers, or call backs, or agents. What is the desired queue length or depth. With this information we can forecast your needs and impact on the system.
What I can tell you about inContact capacity is that we have thousands of ingress and egress trunks. This includes thousands of traditional TDM TF and LD termination trunks and thousands of VOIP trunks that are now servicing local DIDs, TF numbers and LD termination. We recently expanded our network backbone capacity, we have multiple OC12 facilities for bringing in telecom services such as DS3’s and T1’s and we have GigE Internet and data connections. We have a capacity planning group that daily reviews capacity utilization metrics for trunks, bandwidth, server capacity, and even power and cooling loads. InContact can support very large calling applications.
If you have questions about your capacity needs, please contact your CSM and who will work with our Operations team. At inContact, we recognize that we are partners in your success.