Topic Last Modified: 2010-11-07

The following table describes the Response Group user model that you can use as the basis for capacity planning requirements.

Note:
The numbers in the following table assume that you use 16 kHz, mono, 16-bit Wave (.wav) files for all response group audio files. If you use other file formats, such as Windows Media Audio (.wma), the numbers may vary.

Response Group User Model

Metric Per Enterprise Edition pool (With 8 Front End Servers) Per Standard Edition server

Incoming calls per second

16

2

Concurrent calls connected to IVR or MoH

480

60

Concurrent anonymous sessions (without IM)

224

28

Concurrent anonymous sessions (with IM)

64

8

Active agents (formal and informal)

1200

1200

Number of hunt groups

400

400

Number of IVR groups (use speech recognition)

200

200