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3. Grade of service. Probability that a call will be blocked. Smaller is better! P.01 = 1 % = 1 out of a 100. P 0.1 = 10% = 1 out of 10 blocked.
B Table
Percent Blocked
N = Trunks
Traffic in Erlangs
Poisson Table
Probability of Blockage
Trunks
Traffic in Erlangs
C Table
The C table adds some additional information. The average length of a call must be known usually in minutes The probability of blockage is replaced by probability of being queued. Number of agents replaces number of trunks. Average Delay of all calls can be estimated Average Delay of Delayed calls can be estimated. Probability that a customer will wait a given time can be estimated.
C Table
1. Select the correct group based on Erlangs of Traffic. For A= 0.1 use 1st group. Using the Pd, the probability of delay select the correct N, for level of service = 5% 0.1000 is to high 0.0048 is best choice available 0.0002 is too good.
2.
C Table
3. Multiply D1 by Talk time. If Talk time is 12 minutes then 0.0025 X 12 = .03 minutes .03 x 60 = 1.8 seconds
C Table
5. Convert all t times to minutes .2 x 12 = 2.4 minutes .4 x 12 = 4.8 minutes .6 x 12 = 7.2 minutes .8 x 12 = 9.6 minutes 1 x 12 = 12 minutes 2 x 12 = 24 minutes 3 x 12 = 36 minutes
Using a table
Some judgment is required. If traffic is 2.2 Erlangs and there is an entry for 2.018 This is close enough. If you are required to select the grade of service consider the consequence. If this is a Pizza take out place and an order is lost no big deal If you are in cardiac arrest and you are calling 911 then this call is very important.
Solving a problem
Sam Samarian is opening up an insurance sales office. 6 agents will be selling insurance and at peek times the will spend 20 minutes per hour on the phone. Each agent will have her/his own phone on their desk. Each phone is connected to the PBX. How many trunks required? Grade of service is to be 7% = .07 Solution: Minutes of talk = 6 x 20 = 120 Erlangs = 120/60 = 2 Erlangs Which table PBX no queue PBX NO emergency = B table
Solving a problem
Find .07 Column Find 2 Erlangs or better 2.504 Using this row read to left find N=5
C Table
2.66 Closest group is 2.7 8% = .08 Closest but smaller is 0.0652 6 Turkey helpers required D1 = 0.0197 Delay of all calls is 0.0197 x 4 = 0.0788 minutes = 4.728 seconds D2 = 0.303 Delay of delayed calls is 0.303 x4 = 1.212 minutes Delay of 12 minutes? t1 = 4 minutes t2 = 8 minutes t3 = 12 minutes There is no value under 3 because the value is too small so NO Chance of waiting 12 minutes
Solution
Which table? Poison because of final routing Required .001 9 channels = 2.453 10 = 2.961 I would recommend 10 channels and better service, but 9 could squeeze by. (note: a B table would say 9 is fine handling 2.56 Erlangs)
Answer
B Table 20.943 close enough to 21 26 trunks
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.6
.8
7 8 9 10 11
10 agents = 0.1013 10% .0253 x 8 = .2026 minutes =12.14 seconds 0.250 x 8 = 2 minutes .002 = .2% chance of 6.4 minute delay
The END