Contact Centre as a Service, Communications Platforms as a Service, traditional Call centres generate large volumes of short duration calls. The closure of old TDM (Time-Division Multiplex switches) for IP SBC interconnect capacity means that Network Operators are able to identify this traffic far more easily and secure a commercial return that reflects the additional overhead on processing these traffic streams.
Commercially the volumes are attractive to carriers, however, the additional overheads in processing and compliance, combined with a general reduction in voice interconnect capacity means that hiding these traffic streams in traditional carrier ‘swaps’ does not offer the route quality or stability call centres demand.
Compliance initiatives, including US ‘Stir and Shaken’, EU GDPR and UK ICO, means that traffic management partners need to be familiar with their platform profiles and able to broker quality challenges if and when they arise.
High Call Attempts Per Second
All dialler platforms need SIP trunk capacity to offer a high volume of ports (concurrent calls) but also a high Call Attempts per Second (CAPS or APS) owing to the volume of calls in set up or tear down at any instance. Failure to organise this capacity end to end on termination routing can result in multiple poor call connection scenarios leading to less effective agent utilisation
SIP Response Codes Consistency
Call Centre Traffic streams may be routed over several interconnected carriers including both IP and TDM switching. Routes may offer a major variance in the consistency of SIP response codes (either TDM conversion or IP switching originated) which can severely disrupt call routing policies, list management and call connection successes leading to less effective agent utilisation.
Optimising both outbound call termination and inbound call return are critical elements of the network access for call routing on which the CCaaS/CPaaS solutions are reliant. Provision of resilient, stable and diverse interconnects which offer global reach should be a highly valued foundation for all platform providers.
How we can help
Our Voice Services team has a wealth of experience in managing high volumes of short duration traffic. Over direct routes our partner interconnects are commercially structured to deliver a consistent quality performance that is proactively monitored and managed.