2014-05-05

Verint Impact 360 -- License usage

It is strange but by default Verint doesn't offer any tools that would allow you to see real license usage.
Seems to be they do not want you to know ).

You can get this information from MS SQL database.
Request below returns maximum license usage per month, it is based on the fact that Verint licenses you for the maximum simultaneous recording sessions. It is working for Verint Impact 360 ver. 11 and 11.1 (not sure about older versions but it might work as well).

--------------------------------
SELECT TOP 1 count(*) as MaxSimultaneousCalls
FROM [CentralContact].[dbo].[Sessions_month_X] T1,
[CentralContact].[dbo].[Sessions_month_X] T2
WHERE
    T1.start_time between T2.start_time and T2.end_time
GROUP BY
     T1.sid
ORDER BY MaxSimultaneousCalls DESC
-----------------------

where Sessions_month_X is

Sessions_month_1
January
Sessions_month_2
February
Sessions_month_3
March
Sessions_month_4
April
Sessions_month_5
May
Sessions_month_6
June
Sessions_month_7
July
Sessions_month_8
August
Sessions_month_9
September
Sessions_month_10
October
Sessions_month_11
November
Sessions_month_12
December

2014-05-02

Erlang C calculator

From time to time I need to evalute trunk usage.
There are many possible ways on how to do it (ask provider, enable PBX traffic measurements).

Another way is to use Erlang-C formula.

Some of the sites that I use for it.

http://erlang.com/calculator/erlc/       - web-based
http://owenduffy.net/traffic/               - web-based
http://www.lokad.com/calculate-call-center-staffing-with-excel      - excel file

Thanks to the creators of these very helpful resources!

I've slightly modified Excel calculator for my own needs:

erlang_c_calculator_2014.xls

If you use E1 trunks instead of T1 just change 23 to 30 in "Trunk usage" column formula.