How do calls consume IVR ports?

[Mikhail Kalita]

Could someone explain me when a call consume IVR license on UCCX? I mean Premium licenses. I purchase 10 licenses and now I got only 20 IVR ports. I created only 20 CTI ports. But now I doubt that if an agent received a call. Does this call consume IVR port license or in this case 20 IVR port licenses is avaliable? For instance, another case all of agets got a call. How many callers can be in queue in this case? 20 or 10?

[Valery Kuznetsov]

IVR port is actually a CTI port. IVR ports consumed when call arrives to an IVR application. So when caller listening your ivr menu, chooses options, wait in queue - ivr port is borrowed.

When call transfered to agent the IVR port is released.

You can have 20 callers in queue (other calls will be dropped) and up to 10 active calls on agents.

[maramich]

When the IVR ports are exceeded (in this case, caller #21), is the caller simply disconnected with no warning, do they get a busy signal, can you play a message and then disconnect them?   Any clarity on caller experience is helpful.

Thanks!

[Valery Kuznetsov]

You can try to confgure Forward Busy in Application trigger and forward call to voicemail either some destination. I.e. hunt pilot on CUCM with queue message/announcement.

Anyway this scheme need to be tested.