You Know You Need a Traffic Study When…
June 19, 2008 (Vol. 29, No. 13)
Here, in comedian Jeff Foxworthy style, are eight signs your enterprise’s telecom environment is ready for a traffic study, according to Art Yonemoto, president of Yonemoto & Associates in Dublin, Calif., and Jane Laino, president of DIgby 4 Group Inc., in New York City, and other experts.
• You’ve gotten complaints from your enterprise’s customers because they get busy signals when trying to reach your business.
• Your end users have complained because they can’t get a free line to dial out.
• You’re opening a new facility. (Choose a similarly sized location to make sure it’s appropriately provisioned before ordering the same number of circuits for the green-field site, Yonemoto recommends.)
• You’re transitioning to an auto-attendant from live call center agents.
• Your business has significantly grown or shrunk. (The trend in the past two years has been toward downsizing, and telecom managers often forget to disconnect lines that are freed up when people leave the business, Laino says.)
• You’re trying to determine a staff-to-outside lines ratio. (A telemarketing firm could potentially need as many lines as people, while a typical office could get away with one outside line per four end users, Laino says. As a general rule of thumb, you’ll need a lower ratio of outside lines the more end users you have. For example, an office of 1,000 users could get by with one line per eight people.)
• You’ve moved some of your traffic to IP networks and need to resize your TDM facilities. • You’re transitioning your enterprise’s voice traffic to an IP-based network like MPLS and you need to order a VoIP calling package that allows you a certain number of concurrent calls. [See related article] (