Requirements for 400 person call room

[pborm]

Hi there,

I just have a few questions about how to scope a system. Here are the details;

- 400-500 agents on at any one time
- combined inbound/outbound campaign

I realize that I'll have to cluster some servers together, here are some questions;

- How many servers do I need? (Thinking dual 12-core processor servers with 128 GB of RAM)
- About how many agents would one of these servers handle?
- How big do I need the main one that holds the master database?
- Is a queuemetrics system tied end a workable solution or is there another like analytic and/or management software that can interact with the vicidial cluster?

Thanks a lot!

[mflorell]

Are you recordings calls?

What kind of trunks(lines) are you using?

If SIP, what codec are you using?

What line-to-agent ratio?

How many inbound calls per day, how many outbound calls per day?

[pborm]

Are you recordings calls?

Yes we are.

What kind of trunks(lines) are you using?

We're still reviewing that. We were thinking of using SIP trunks from a high-end supplier (Netcelerate).

If SIP, what codec are you using?

Since bandwidth isn't a really huge concern, we're thinking about sticking with ULAW. My experience with G729 is that it sounds a bit on the tinny side. I'm guessing this will lead to a question on network infrastructure, we're using enterprise level HP switches and routers that have plenty of internal bandwidth and a really cool full suite of QoS tools.

What line-to-agent ratio?

We were thinking at having a SIP trunk for each agent, plus an extra 50 or so to take care of people who may be on hold.

How many inbound calls per day, how many outbound calls per day?

Inbound: Once we've rolled out we expect about 80,000 calls through a 24-hour stretch

Outbound Type A: This one involves the system phoning with a pre-recorded message and asking for a key to be pressed. This one we expect around 240,000 such calls.

Outbound Type B: This one is humans making a 30-45 second inquiry call. This one we expect around 64,000 calls.

Thank you for your help!

[mflorell]

Outbound Type A: This one involves the system phoning with a pre-recorded message and asking for a key to be pressed. This one we expect around 240,000 such calls.

For this you are going to need a lot more than (Agents + 50) number of trunk lines. For this number of calls in a day you are looking at a minimum of 600 additional dedicated lines if you plan to make that number of calls within a 12-hour period(9am-9pm).

We have built clusters of this size before for similar requirements, we would recommend:

- a high-end database server(and we strongly recommend a slave DB server of equal specs) with quad-quad-core CPUs, 64GB(or more) RAM, and dual RAID 10 arrays(one for DB data, one for OS) on dedicated hardware-caching RAID controllers(LSI logic MegaRAID).

- two or more web servers(single quad-core 4GB RAM)

- twenty vicidial telephony servers(single quad-core 4GB RAM)


Of course getting the right hardware is only the first step, everything also needs to be configured properly, like the database settings, apache settings, asterisk settings, carrier configuration, etc...

[pborm]

Can we connect offline? Wouldn't talking about sourcing out some of this work...

[mflorell]

just send us an email: sales -at- vicidial.com