|
Use |
Assumption |
Input |
Output |
|
|
Erlang B |
To find the number of trunks |
Blocked calls are cleared/re-routed and never to return on the same trunks |
Traffic volume in Erlang Percentage of Blocked calls |
Number of lines |
|
Erlang Extended B |
To find the number of trunks |
Blocked calls are retried and will come back to the same trunks |
Traffic volume in Erlang Percentage of Blocked calls Recall factor |
Number of lines |
|
Erlang C |
To find the number of agents required in call center |
Calls per hour Duration of call Average delay of call |
Number of agents
|
1 Erlang = 1 call for 1 hour or 3600 seconds
1 CSS = 1 call for 100 seconds
1 Erlang = 36 CSS
