How do call legs and ports work?
Applies To
- 8x8 Contact Center
- Call Legs
- Call Ports
Answer
We guarantee that per seat, 1 call completed to an agent or an outbound call or 2 calls waiting in the queue.
The formula used to calculate is 4 * number of seats + additional ports. This means that for every agent seat, there are 4 ports. 1 for inbound, 1 for outbound to agent, 1 for recording and 1 for the queue. So when an agent is busy on a customer call with recording turned on, 3 ports are already consumed and can have a max of one other call in the queue.
Example 1
Configuration: Tenant with 1 Agent seat and 0 additional ports
Outcome: 4 ports, 1 agent busy, 1 call in the queue. Other customer calls will get fast busy.
Example 2
Configuration: Tenant with 2 Agent seats and 0 additional ports
Outcome: 8 ports, 2 agents busy (4 ports used), with recording (+ 2 ports used) and 2 calls in the queue (+ 2 more ports). Other customer calls will get fast busy.
Example 3
Configuration: Tenant with 2 Agent seats and 2 additional ports
Outcome: 10 ports, 2 agents busy (4 ports used), with recording (+ 2 ports used) and 4 calls in the queue (+ 4 more ports). Other customer calls will get fast busy.