CCX Max Agents

William Bell · ‎11-11-2009

I understand that CCX has a defined max of 300 agents. But what I can't seem to find out is if that is "configured", "concurrent logons", or both. I know when I have a system licensed for a certain amount I can configure more agents than I am licensed for. But I don't know if that is the case when you approach the maximum count.

Does any body know? Any references to this in CCO docs? I can find the maximum number without even trying, I just can't find a statement that confirms or denies the ability to configure more than 300 agents.

Thanks in advance,

Bill

HTH -Bill (b) http://ucguerrilla.com (t) @ucguerrilla

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Jonathan Schulenberg · ‎11-12-2009

CCX seats are licensed based on concurrently logged in agents and supervisors. Each agent or supervisor user consumes a seat at login. This is explained in the CCX SRND and possibly Release Notes.

You are free to configure more than 300; however, only 300 will be allowed to sign on and that is assuming you have the appropriate hardware platform (MCS7845).

Note that 300 agents is only achievable with an average call handle time greater than three minutes.