Skip to main content
How do Call Legs and Ports work?
8x8 Support

How do Call Legs and Ports work?

Applies To

  • Virtual 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.