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IP IVR vs. IP Queue Manager

What, specifically, are the limitations of IP Queue Manager vs. the full IP-IVR? How are those limitations implemented? Can IVR and Queue Manager ports be mixed on the same server?


Re: IP IVR vs. IP Queue Manager

Average Call Treatment Time (IVR)

The average time in seconds a call spends in the IVR before an attempt is made to send the call to an agent. This time includes greetings and announcements as well as time to collect and enter digits (known as prompt and collect, or IVR menuing) to route the call to an agent. It does not include queuing time if no agents are available. (This queuing time is calculated in the output section of the calculator.) The call treatment time should not include calls arriving at the IVR for self-service with no intention to route them to agents. Self-service IVR applications should be sized separately using an Erlang-B calculator.

IVR Ports Required for Queuing

The number of IVR ports required to hold calls in queue while the caller waits for an agent to become available. This value is based on an Erlang-B calculation using the number of queued calls and the average queue time for those calls

IVR Ports Required for Call Treatment

The number of IVR ports required for calls being treated in the IVR. This value is based on an Erlang-B calculation using the number of calls answered and the average call treatment time (average IVR delay

Total IVR Ports Requirement

This value is the total number of IVR ports required if the system is configured with separate port groups for queuing and treatment. Pooling the ports for treatment and queuing results in fewer ports for the same amount of traffic than if the traffic is split between two separate IVR port pools or groups. However, Cisco recommends that you configure the number of ports required for queuing in a separate group, with the ability to overflow to other groups if available

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