Max Number of Session in UCCX

[karen.johnson5801]

expert,

when we create "UCCX script application"   ,what factor determine the "Maximum number of sessions" ?

- amount of license port ?

- max number of calls for that apps?

K

[Chris Deren]

Yes, you should not assign more sessions that what you have from CCX port capacity. Capacity/licensing depends on 2 factors:

1. OVA template used (100 agent, vs 300 vs 400)

2. CCX license - Premium vs Enhanced vs Standard. Where with Enh and Std you get full capacity port count, i.e. 300 ports, but with Premium you get 2 ports for each licensed agent only (these are expensive ports)

In addition you have multiple applications you can limit how many sessions can be used for each one in order not to starve out others.

[karen.johnson5801]

I see , thanks Chris.

is this right statement , below ? :

-----------------------------------------

- when call come in to uccx but already transfer to agent , we no longer use the port ?

- if the call still staying in queue and hear MOH , it still use the port ?

- if the call on the menu and hear option and greeting, it still use port?

tks,

K

[Chris Deren · Accepted solution]

- when call come in to uccx but already transfer to agent , we no longer use the port ?

YES

- if the call still staying in queue and hear MOH , it still use the port ?

YES

- if the call on the menu and hear option and greeting, it still use port?

YES

[karen.johnson5801]

tks lot Chris

[Deepak Rawat]

Adding to Chris [+5] to his comments as they are absolutely correct, the CTI port will remain in use till the time one of the below conditions are met:

1) Call is not transferred to the agent successfully. This includes when agent had answered the call and not if the call is still in Ringing state on his/her phone

2) Call is disconnected before reaching the agent for any reasons such as CM issue, GW issue or any other factor

Also, he is correct in saying that your maximum sessions are based on the number of licensed CTI ports. Though, UCCX will not stop you from creating sessions more than the number of licensed CTI ports but at a given point of time, the only concurrent sessions that you will be able to use will indeed be decided by the number of available CTI ports at that particular point of time.

Regards

Deepak

[balmain99]

Hello Deepak,

If I have below license, with HA, how many CTI can I create in Call control group, 50 or 100 ?

Configured Licenses:

Package: Cisco Unified CCX Premium

Total IVR Port(s): 100

Cisco Unified CCX Premium Seat(s): 60

High Availability : Enabled

Cisco Unified CCX Preview Outbound Dialer: Enabled

Cisco Unified CCX Compliance Recording Seat(s): 60

Cisco Unified CCX Maximum Agents: 400

[Ratheesh Kumar]

Hi there

You can only use the number of CTI ports in which you are licensed to. For UCCX Premium version, this goes as this. One agent will have 2 IVR ports. That means if you have 50 Premium agents, you can use 50X2 = 100 IVR ports. On an incoming call, once the agent answers, this consumes one port. The port will be released once the call is completed. In HA environment UCCX automatically create the same number of ports for HA Server as well. So you can say 100 ports registered in Primary and 100 registered in HA, so a total of 200 ports.

Hope this Helps
 
Cheers
Rath!

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[karen.johnson5801]

hi Chris,

wondering if you know how to filter CUIC report  to show only UCCX agent extension.

For example :  DN : 2001  - 20XX

                   UCCX agent : 62001  - 620XX

we only want the CUIC report to show   62001  - 620XX   (not  20XX)

tks,

K