CPS, Channels, and Call Volume Handling
1. Key definitions
CPS (Calls Per Second): Rate at which calls are initiated. How many calls a system can initiate at the same time per second.
Channels: Number of concurrent call sessions (dialing + connected).
Call Volume: Total number of calls that you target to handle for a campaign daily /monthly.
Note:
CPS is proportional to channel availability
Channels are always greater than CPS
Channels define maximum parallel capacity
Example: Airtel provides 35 CPS for 1000 channels ( CPS offered depends on channel allocation). This means we can initiate 35 calls per second and the number of concurrent calls at a given time.
2. Dialing Behavior using IraVoice
IraVoice starts dialing at configured CPS (e.g 35 CPS)
Channels get occupied based on the dialing rate(~30 sec for 1000 channels)
Once full:
New calls are queued
Dialing resumes only when channels are free
Approximately 35 - 40% calls connect. This is generally the connect rate in India where not all the calls dialed are answered.
3. Key Factors Affecting Throughput
Actual campaign throughput depends on :
Channels : How many calls run in parallel
Call Duration : How long channels are occupied
Answer/Connect Rate : Connected calls hold channels longer
CPS : How many calls can be dialed in a second
4. TRAI Regulatory Consideration
As per regulations, all businesses making tele marketing/promotional calls must use 140-series numbers
160-series numbers are typically used for transactional/service calls
This impacts:
Number provisioning
Campaign configuration (E.g Calling hours )
Compliance during outbound dialing