How are 8x8 Contact Center voice ports calculated?
- 8x8 Contact Center
Voice Ports are associated with interactions. For example - An inbound Call accepted by an agent counts as 1 Voice Port. So if for any interaction, a new Transaction ID is generated, it's another interaction.
Formula to Calculate Voice Ports for tenant
Concurrent Number of Seats x 4 + Additional Ports
Limiting check only considers:
- Current queued-in and agent connected inbound calls
- Agent/customer connected webcallbacks (ie: there can be 100s of scheduled webcallbacks and are not counted),
- Agent to agent calls
- Manual dials
It does NOT consider any queued outbound calls (in that queue of 50) as part of a campaign or any connected calls as part of a campaign.
- Suppose 10 inbound calls are in the queue, they are consuming 10 Voice Ports.
- These 10 calls are accepted by agents, they are still consuming 10 Voice Ports. Once they have completed the calls you are back to 0 Voice Ports consumed.
- Forward to External is never accepted by an agent - it will consume 1 Voice port for the full lifespan of the phone call.
- The call recording leg is not counted towards Voice Port.
- Outbound calls are never denied nor will they consume any port until answered.
- Campaign Calls are not counted towards Voice Ports.
- Scheduled webcallback isn't counted as Voice Port until connected.
- Dialer will not consume any Voice Port.
- eIVR call will not consume any Voice Port.
Tenant X has 5 seats with no additional Ports
Hence Max Voice Ports. - 5x4+0 = 20
Example scenarios (assuming 20 Max Voice Ports):
- 20 Calls can enter and wait in the queue.
- 17 calls can enter and wait in the queue and 3 can be in the accepted state.
- 15 calls can wait in the queue and 5 can be in the accepted state.
- In any of the above scenarios, if one more inbound call comes in, the caller will get a fast busy tone.