UCCX Outbound IVR Port License Requirements

[chrismillion1]

Hi, trying to figure out how many Outbound IVR port licenses are needed.

UCCX dials out, call is answered with a live voice, UCCX transfers to Application Trigger. No agent available, call is queued.  At this point 1 Outbound IVR license is used.  

Agent becomes available and call is transferred to Agent.  At this point is the licensed port returned or is the license consumed until the agent hangs up?

Thanks.

[Shikhar Choudhary]

Hi Chris

I dont think the outbound license will be held till agent answers the call.

Here's when outbound licenses will be released:

1. Outbound subsystem calls a contact, live voice is detected, dialer does a refer to agents extension via gateway-sip trunk - CUCM. At this point, outbound port is free and agent takes the call

2. Outbound subsystem calls a contact, live voice is detected, dialer does a refer to IVR trigger. Outbound port is released. Here, the outbound contact is now connected to one of the inbound CTI ports which are associated to the IVR trigger

In summary, as soon as outbound port does a successful SIP Refer transfer, the outbound port is free to be used for next contact.

Regards

Shikhar

[Didier De Gracia]

Hi Shikhar,

Does this means that Outbound IVR consumes licensed Inbound IVR ports?

In my deployment, when an IVR Progressive campaign is enabled, the number of dedicated ports configured decrease the same amount of ports in the available inbound IVR ports.

Is this the way it works?

Regards,

Didier

[Shikhar Choudhary]

Hi Didier

You are using scenario 2. After an outbound port is used to dial a contact, contact picks the call and live voice is detected. Then call is transferred to UCCX via gateway SIP trunk - CUCM - UCCX trigger

This UCCX trigger is an inbound where your contact might get an agent or may wait in queue.

Hence one outbound and one inbound port is used.

Regards

Shikhar

[Didier De Gracia]

Hi Shikhar,

Thanks for your answer.

Just for reference CSCuv38380.

Regards

Didier