Contact Centers are an ideal market for Marcatel SIP Trunking services, providing high-speed and reliable connectivity for a large volume of both inbound and outbound call traffic. However, outbound contact centers that use automated dialers come with a new challenge.
Sergio R. López, Engineering Manager at Marcatel summarized their challenge as: “Without some means to manage aggregate call attempt traffic, customers that use high-speed dialers could overwhelm our core switch, degrading services across our entire customer base.”
To address this issue, Marcatel required a solution to intelligently manage the call requests from their SIP Trunking customers, capping call traffic to a prescribed calls-per-second limits before entering the Marcatel network (i.e. at the customer’s premises). Any over-capacity situation would require graceful degradation, using a rate-limiting algorithm to bring the call traffic into compliance with their SLA.
“Call traffic must be intelligently managed at the edge – namely at the customer premises”, explained Sergio.
Beyond the call-rate limiting challenges Marcatel had other needs including:
• Caller-ID and ANI substitution to improve call completion rates
• Simplified One-visit installation
• Deployment flexibility, allowing for installation on a COTS server or as a Virtualized Network Function (VNF) in service virtualization switches
• A low cost of ownership
• 24/7 Support
“Cost and installation complexity of customer-premises equipment were concerns during our evaluation process” noted Sergio, “We needed something that was very affordable, could be quickly installed and was fully supported”.