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Are we implementing any changes on the license vs. ports and progressive/predictive dialer?

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Question

Is 8x8 implementing any changes on the license vs. ports and progressive/predictive dialer?

Applies To

  • 8x8 Contact Center
  • Campaigns
  • Predictive Dialing

Answer

The statement of 4 ports per license remains unchanged. However, the Predictive Dialer will consume more ports than a standard inbound-only contact center as it usually needs to dial more than one call per agent in order to find a call that can be connected. This is called over dialing and the predictive dialer may need to over dial as many as 3 or 4 calls per agent if the connection rate is poor. Sales/Deployment teams need to be aware of this and plan the additional SKUs for the additional ports that might be needed. So if you have 10 agents on Predictive Dialing you may be consuming up to 40 ports for the dialing, as well as the 2 ports each (at least) the agents are using to handle the calls (20 ports). So a total of 60 ports.

Additional Information

You can find guidance on the number of Voice Ports needed for Progressive and Predictive dialing in Voice Ports Guidance.