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  • 1.  Outbound line/number channel utilization

    Posted 29 days ago
    Edited by Karthi Elumalai 29 days ago

    Outbound line/number channel utilization priority understanding.

        1). We are running a pair of physical edge devices.
    2). 6 outbound external trunks [only for outbound calls].
    3). External Trunk level Configured: Max calls = "17" and max call rate "30/5s".
    4). Campaign Line Distribution [Line"] does not specify any values.
        5). Outbound Settings: Max Line Utilization: "100".
    6). Metrics: each external trunk monitor concurrently calls 34 only.
    7). GSM gateways and trunk providers each have 34 channels
    The outbound call connected ratio has reduced, and we get many outbound calls with 480 temp unavailable.  The GSM gateway team suspected that Genesys pushed more calls to the GSM gateway.
    We are also not sure which configuration takes high priority, like the External Trunk/Campaign/Outbound setting to dial outbound predictive calls. Can you please help me understand which outbound calls have the highest priority number outbound calls

    Karthi Elumalai
    Servion Global Solutions Inc.

  • 2.  RE: Outbound line/number channel utilization
    Best Answer

    Posted 16 days ago

    You have several strange things here.  I assume when you sat external trunks, you mean 6 AMI/PRIs or SIP trunks or is that 6 channels on a SIP trunk?  With Max calls at 17, that need to be below the number of trunks you have.  As for max call rate, that is a max of 15 cps, but that can be raised up.  You need to specify a line or a site that only uses the outbound lines in the line selection.  If you are only seeing 34, it looks like the gateway it not failing over to the other trunks you have.  That is why you are getting the 480.  I would look at the gateway and make sure you have all your trunks in a single calling group.  

    Robert Wakefield-Carl
    ttec Digital
    Sr. Director - Innovation Architects

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