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calls queueing backlog question

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jverweij
Posts: 79
Joined: Thu Apr 27, 2017 11:29 am

calls queueing backlog question

Post by jverweij »

Question on how you handle calls queues. Last week we had 2 different queues going, each at a 1 second delay between API calls to queue up a call, and calls were going out rather quickly. Today we had 1 stream going at a 1/2 second delay, so that essentially equals 2 streams at 1 second delay. We ended up with a 15 minute queue back up, which was unexpected since the volume was similar to Friday. A couple of questions: is there a concern with single streaming that many calls vs multiple streams equalling roughly the same volume? As our queues back up do you monitor and then spin up more instances to scale with the requests and if so, at what point do you do that?

Thanks

support
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Joined: Mon Jun 02, 2003 3:47 pm
Location: Boston, MA
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Re: calls queueing backlog question

Post by support »

Hi jverweij,

In our systems each queue is a FIFO, calls are dialed in the order that they were queued. Leveraging multiple queues will not result in your calls going out more quickly. However, it will allow calls from each queue to be fairly balanced. This useful when you have are servicing multiple customers and want to make sure that their calls are given equal priority. If you have calls that are part of a bulk queue request and calls that need to be dialed in real-time, you can queue the bulk calls into one queue and then use another queue for single calls that will be dialed quickly rather than being pushed to the back of the single FIFO. If you have no need to balance your call queues then you can stick with a single queue as the number of queues and queue depth have no impact on outbound dialing rates or concurrency.

Regarding your question about queue depth. The platform adapts based on the overall outbound queue depth across all customers as well as the current number of active inbound calls. There is a pool of dedicated outbound dialing systems that will always be available for that purpose. Additionally our shared infrastructure leverages a portion of the idle inbound ports for outbound dialing provided there is sufficient idle capacity for bursts of inbound traffic. We do not spin up additional instances but we do reallocate inbound ports based on availability and outbound demand.

Regards,
Plum Support

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