Asterisk :Secondary ISDN queue overflow.

Asterisk Asterisk Support
1

Greetings, Please i need help to implement a solution.
Scenario: I operate a call center with 30 channel(ISDN) , data shows an alarming number of calls are abandoned in queue.
There are plans to provisions another ISDN(Secondary) to handle any overflow from the primary ISDN. How do I go about it? Kindly assist with solutions. Thank you.

2

Hi,

for inbound calls Your provider is responsible to route calls to both groups of 30 channels.
for outbound calls your have to modify your dialstatement.

HTH,

Best regards.

Karsten

3

also have you loooked into the reason call are abandond
if you are adding more channels are you also adding more agents ?
what is your (Queue max calls / Agents ratio)
is the ISDN used to also call the agents or are they using sip ?
is the queue stealing all channels needed to call your agents
FX you have 10 agents, 25 wating in the Queue, 5 agents on call, and 5 idle agents because there is no channel left to call them

4

Thank you. Reason calls are abandoned: this is a call center for a nationwide(14 Million customers) power utility company and the 30 channels per data is woefully insufficient.

Voice Agents: 30

ISDN Agents are using ISDN, no SIP and the traffic is inbound.

I hope this helps.

5

The 30 channels are well routed but unable to support call volumes when there is a spike(Calls in queue).

6

so with both customers and agents using ISDN you need min 3 channels per agent
but I would recoment ath you move your agents to SIP
that way incomming calls to the queue cant eat up channels needed for agents

7

Although my only exposure to ISDN was about 40 years ago, and from the public network SS7 point of view, I don’t believe that a route is limited to a single primary rate connection. From a technical point of view, you should be able to add 31 B channels by adding an extra E1. As far as I know, Asterisk can handle that, so it is a question as to whether the public network operator’s sales team can cope with it.

You may find that the sales team no longer know about ISDN.

8

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