Handling a phone system 3

[bobbywires]

Can anyone help me determine how many telecom staff would be needed to handle a 750 people business with a 100+ agent call center, also handling Definity G3, Intuiity Audix, NICE recording system, Call Acoounting,CMS and doing MAC work. Thanks for any input.

 

[PBXTech]

ask the folks over at the Avaya Definity forum:

http://tek-tips.com/threadminder.cfm?pid=690

fyi: i'm the single telcom analyst/tech at my current employer. 7 sites, Avaya S8300/G700 LSPs, 400+ VoIP phones, 50 seat call center, Audix, Call accounting servers, CMS, MAC work, and many other things. I'm not constantly running around like crazy but i stay busy almost all day.

 

[trvlr1]

2 knowledgeable techs should take care of that under normal circumstances, assuming all is currently installed and operational at this time. That will allow for time off/vacation and on call rotation. That being said, it depends on how extreme the environment is. Some companies love to constantly move people around, do not spend appropriately on back ups, UPS/generators, causing additional work, rely on telecom staff to install all voice and network cabling and equipment, have hundreds of cell phones/Blackberrys/pagers etc they expect telecom to take care of etc. etc. It all adds to the bottom line, so there is no straight answer to this, it really depends on the environment.

 

[Delster]

I ran a 1000 agent call centre with about 100 normal extensions on top on a Definity G3R, Avaya IR ACD, CMS and the MAC stuff on my own.

It's not too bad and you can probably get facilities to do the moves using release / associate codes. Once you have a phone port linked to each desk (pref on same outlet on each desk) the definity MAC stuff is very simple to do. Facilities actually like this arrangement as they don't have to wait on your availability for each move.

So even if they move people around a lot you can mainly concentrate on the Adds and ACD changes. We had 24 seperate call centers in the one site and doing the changes to call flows was one of the biggest time consumers.

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umm,it IS supposed to do that, right??

 

[donb01]

I'll say "ditto" for post #3. I manage 7 sites with about 1800 TDM devices, 4 call centers but only one of them has 50 people, 330 cellular devices, UPS devices, yadda yadda, and am 98% self maintaining. I wear a leash 24/7/365, and it is almost impossible to take a vacation and enjoy it because things only blow up while I'm on vacation (or 3:20 PM Friday afternoon). In a mess this size there NEEDS to be backup. Not just for vacations, but also for illnesses, multiple simultaneous moves, covering time for administrative crap like budgeting, ordering parts, paperwork, designing upgrades and the like. I had some help for a while but the guy who was helping me works for a different department that got outsourced, and the company they were outsourced to doesn't want him doing any work outside of their contracted scope of work.

So I would say 2 guys for those reasons, even though one guy is doing it with a backlog of around 50 work orders at any given time. You don't want to run with no backlog because then you have people sitting around without enough to do and they will either heap on more stuff for you to do that will never go away, or cut your hours.

 

[Sympology]

2 of us (not Avaya)
3000+ staff, 500 call centre, 500 sales.
1.5 million calls / month.

Sat here on tek-tips.

Ahh joys of a well monitored and set up system.

The again, we're goingt o be working our nuts of in a few weeks when we migrate one 24/7 call centre to a new platform

Robert Wilensky:
We've all heard that a million monkeys banging on a million typewriters will eventually reproduce the entire works of Shakespeare. Now, thanks to the Internet, we know this is not true.

 

[Delster]

It's fine if they leave the call flows alone. When they start messing around with those all the time it gets to be a pain. 24 Call centers in one building with 1000 agents between them.

The most complex call flow with inbound calls to 70+ numbers and 10 language support with about 100 sets of opening hours depending on country of origin they would make changes too every month or two.

We were on version 24 when i left!

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umm,it IS supposed to do that, right??