Plum IVR Support

Our calling campaigns could involve approx 500k, upwards of 1 mil users being queued up at any given time. What is the recommended call volume capacity per hour while maintaining call performance?

The Fuse+ platform can certainly accept campaigns with that many calls. However, there are considerations to be made on any back-end web services that you are building. For example, if there are thousands concurrent calls dialed from our systems and your application utilizes multiple web services to push or pull data from Fuse+ your web and database servers will need to scale to handle very large volumes of concurrent requests.

Additionally, compared to traditional web applications IVR users are very sensitive to even minor delays in the application when they hear silence during web service requests. Therefore you will want to make sure your systems are scaling and maintaining high performance with low latency. If you know your web services are going to hit a wall where latency begins to increase you should consider enabling hold music within your modules for these web service requests so that the user has a cue that the web service requests are being processed.

To answer your specific question, call volume per hour is not necessarily a very useful metric to consider. The main reason for this is that if you were to queue a block of calls at the beginning of an hour those calls are going to go out as quickly as possible from our systems given overall port availability. If you are looking to minimize the potential impact on your systems you could bulk queue a fixed number of calls (e.g. 500 calls) and enable the callback result URL for those calls. Your servers would then queue a new call each time your result URL is called by Fuse+. That allows you to control the peak concurrent call volumes and therefore limit the potential performance issues within your systems.

Thank you for the info.