CP100 or 150 1

[ahallai44]

At what point would you upgrade from a CP100 to a CP150 to support more voice ports?

 

[endlesswinter]

if you need more than four paths to the system you will need the call pilot 150.

 

[ahallai44]

Ok. I should of provided more details. I have a customer with a MICS 6.1 and existing CP100 with 4 voice ports. The MICS has 6 lines all being answered by the CP100. So I'm assuming 4 voice ports will not be sufficient to process calls correct?

 

[endlesswinter]

It all depends on call volume you be the judge of that!

 

[Phonehed]

If you need the system to be able to answer more than four lines simultaneously, you need CP-150. If you need to allow more than four users to access their vmail at the same time, you need CP-150.

Those 4 channels are shared between the auto attendant and the voice mail users so you could have the AA answer 2 simultaneous calls and you could have 2 people in voice mail at the same time but that would tie up all four channels and no one else would be able to access the system until one of those four channels became available.

If you have 6 lines and less than ten or twelve users on the system, 4 channels should be sufficient MOST of the time unless you have really heavy call or vmail traffic.

Phonehed in Dallas

 

[ahallai44]

Thank you Phonehed for the detailed response. I'm afraid they may have to upgrade to the CP150 as they will be increasing there incoming lines from 6-8. They currently have about 10 users but only 4 of the 10 would be checking messages on a regular basis. I assume going from a CP100 to a 150 is a total hardware change out then correct?

 

[Johnthephoneguy]

if only 4 of the 10 are checking on a regular basis why the upgrade? Most people don't sit in voicemail for long so 4 ports should be okay. There is a big price difference in the 150 vs 100.

I don't think I would recommend an upgrade unless it became a problem.

 

[hawks]

You are correct it is a new voice mail system.

 

[Phonehed]

The four channel system is pretty efficient and may very well handle the load most of the time. If they already own it, I'd give it a good test drive before I told 'em they really needed 8 channels.

Phonehed in Dallas

 

[deelee74]

A CP 100 should really be perfectly fine for a 10-user system.

 

[ahallai44]

Well one thing I forgot to mention. Currently they have 4 CSR (customer service reps) answering all six lines. I have DRT enabled to answer after 4 rings if all are busy with other calls/customers. This way they don't have to put there current call on hold. DRT is going to Hunt Group 707 which is a pool of the 4 CSR's "DN's" mentioned previously. It will ring all there phones and if no answer goes into que and will kick the caller back to the hunt group till answered. Maybe this is not the best way to set this up and I welcome any advice anyone may have. They will be adding 2 additional lines in the next couple weeks. So total lines to be answered via DRT will be 8 lines. Thanks in advance.

 

[ats9963]

You seem to have made a confusing mess for yourself.
1 use Auto Attendant answer timer instead of DRT. What would happen during a Vmail failure?
2 Assign lines to A&R on the CSR phones
3 From a customer service stand point it is better to er on the side of caution install the CP 150 then a customer is nearly likely to never get a ring no answer.

 

[Johnthephoneguy]

For only 10 users a 150 is overkill. I don't think erring on the side of caution justifies the 150 price tag for this scenario. On others yes, but not this one.

 

[ahallai44]

Just an update. I went ahead and installed a new CP150 with basic call center. Customer is adding 2 new phone lines to the system so also installed 2 port fiber and trunk expansion card to the system. Have call center up and working for 6 agents. Customer is happy so far.
Thanks all for your input.