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Can some SIP channels be reserved for outbound calls?

  • 1.  Can some SIP channels be reserved for outbound calls?

    GCAP Member
    Posted 12 days ago
    Hi Folks,

    We have a situation where our SIP trunks are becoming regularly congested due to a massive increase in call volumes as a resulf of COVID-19.

    Unfortunately we are not in  postion to radpidly upscale our contact centre agent count, and rather than have callers wait for extended times we are just letting the busy signal go through.  Not ideal, I know.

    Issue is that when the trunks are full it's not only our inbound callers who get busy signals, it's also our staff trying to dial out.

    So, the question is, is it possible to set a limit on inbound SIP call volumes - say 10 less per channel than we think causes busy tones - with the 10 channels reserved for direct (non-queue) outound use?

    thanks

    Christian
    #SIP/VolP

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    Christian Legg
    MyBudget
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  • 2.  RE: Can some SIP channels be reserved for outbound calls?

    Top 25 Contributor
    Posted 12 days ago
    What kind of trunks?  BYOC Premise?

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    Robert Wakefield-Carl
    Avtex Solutions, LLC
    Contact Center Innovation Architect
    robertwc@avtex.com
    https://www.Avtex.com
    https://RobertWC.Blogspot.com
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  • 3.  RE: Can some SIP channels be reserved for outbound calls?

    GENESYS
    Posted 11 days ago
    The recommended configuration is to have separate SIP trunks for inbound and outbound calls, partially for the very issue you are experiencing.

    SIP trunks don't have "channels"...each trunk is one big pipe that handles a variable number of calls depending on the codecs and type of traffic.

    The only configuration on an External Trunk is total calls, Inbound+Outbound, so it is easy for Inbound to block Outbound if they are all on the same trunk.

    Trunking recommendation is in this article:

    https://help.mypurecloud.com/articles/single-core-architecture/

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    George Ganahl GCP (Genesys Cloud), ICCE
    Principal Technology Consultant
    Genesys
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  • 4.  RE: Can some SIP channels be reserved for outbound calls?

    GCAP Member
    Posted 10 days ago
    We use a standard SIP trunk with a fixed number of "channels" (simultaneously possible calls, incurring a fixed monthly charge for each) for inbound / outbound local calls and Twilio for long-distance outbound calls. Twilio does not limit the number of simultaneous calls (limited only by bandwidth and equipment capacity). When we have a busy period, we switch all outbound calling to Twilio to reserve more capacity for inbound. The alternative would be to use Twilio (or similar) for all calls and avoid the artificial limits installed by incumbent carriers.

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    Sven Schiller
    Kognitiv
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  • 5.  RE: Can some SIP channels be reserved for outbound calls?

    GCAP Member
    Posted 9 days ago
    Hi All,

    Thanks for the recommendations - they have helped increase my understanding of how this stuff all works (tm).

    We've plumped for an additional SIP trunk that will be used for outbound calls and placed it at the top of the trunk list so that it gets used first for outbound.  Of course, people could then call us back on the advertised number so we've put an IVR on the DID for that, but its only for short term use.

    As always - appreciate the input and learning opportunities from the community.

    regards

    C

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    Christian Legg
    MyBudget
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