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Collaboration, Voice & AV · Intermediate

Busy Hour Call Attempts (BHCA)

The number of call attempts made during the busiest hour of the day, used to size call processing systems.

Definition

BHCA measures processing load on call control servers and contact center components, unlike Erlangs, which measure circuit occupancy. Sizing tools for CUCM and contact center platforms use BHCA per user or agent to determine server capacity.

Example

A contact center with 500 agents averaging 20 calls per hour generates 10,000 BHCA.

Exam tip

BHCA is for server sizing; Erlangs are for trunk sizing.

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