Cisco states that the service level goal determines not only the agents needed but also the percentage of queued calls, the average time in queue, and the PSTN trunks and VRU ports needed.
Checked 2026-09-25
- Vendor
- Cisco
- Product
- Unified Contact Center Enterprise
- Subsystem
- agent staffing
- Deployment
- on-premises
- Region
- not restricted
- Release range
- 15.0(1)
- Checked
- 2026-09-25
Sources
- Solution Design Guide for Cisco Unified Contact Center Enterprise, Release 15.0(1) - Sizing and Operating Conditions for Reference Designs — Cisco Systems · tier 2 current vendor documentation · Agent Staffing & Queuing > general principles
Cite this note
APA
WarmTransfer. (2026, September 25). Erlang B and Erlang C for voice and contact center sizing: source note erlang-traffic-engineering-sl-drives-trunks-vru. WarmTransfer. https://warmtransfer.net/knowledge/claims/erlang-traffic-engineering-sl-drives-trunks-vru
BibTeX
@misc{warmtransfer-claim-erlang-traffic-engineering-sl-drives-trunks-vru,
title = {Erlang B and Erlang C for voice and contact center sizing: source note erlang-traffic-engineering-sl-drives-trunks-vru},
author = {{WarmTransfer}},
year = {2026},
url = {https://warmtransfer.net/knowledge/claims/erlang-traffic-engineering-sl-drives-trunks-vru},
note = {Source note erlang-traffic-engineering-sl-drives-trunks-vru, checked 2026-09-25}
}