How calls can be placed in a queue in UCCX 10.5?

[lvo]

Hello,

I know that UCCX 10.5 can support at most 400 concurrent agents. That said, I would like to know how many calls can be placed in a queue?

Thanks,
LV

[George Thomas]

It depends on the number of CTI ports that you have configured/licensed.

[lvo]

Thank you all for responding to my question.

Strangely enough, some folks I've spoke to seem to think differently, meaning once the call left the IVR and placed in the queue, it no longer tied up the IVR port, therefore the number of calls places in the queue is not really determined by the IVR port.

Can someone please confirm when a call is placed in a queue, does it occupy an IVR port?

What play the prompt? IVR?

Thanks,

Lim

[George Thomas]

Lim, when a call comes into UCCX this is what happens:

Call hits a CTI route point, which is configured as a trigger in UCCX. Think of that as a pilot number.

CCX will then route this call to a CTI port; with the CTI route point CUCM knows what to do with that called number.

On the CTI Port, the call is answered, and the scripts you configured provide call treatment (IVRs/menus etc). The call will stay on the CTI port until it is transferred out of the system, to an agent, or till the call ends. When the call gets transferred to an agent, the CTI port is freed up.

[lvo]

Thanks everyone for responding to my question.

FYI. According to Cisco, the 400 concurrent call limits is not really accurate, this is especially true when using UCCX to handle both inbound and outbound calls. With the latter, much less number of call can be handled.

Lim

[Chris Deren]

George described it well (+5), IVR/CTI port is used all the way until the call is sent to agent or redirected to another destination.  When queued port is being used.

[Chris Deren]

With UCCX Standard and Enhanced you get full system maximum which depends on the OVA template and can get up to 400 ports with the 400 agent OVA.

For UCCX Premium you get 2 ports for each agent license with the same maximum of 400.

Each CTI port mean a call is either in queue or being treated by IVR.