In a way yes, basically a call being processed by UCCX in any way, i.e. queue, playing prompts, collecting digits, etc uses the cti port for virtual connection, so you can have up to 150 concurrent calls in your system.
Hi Chris.Thank you once again. So i can use 65 agents or supervisor can take calls at a time. Once the agent takes the calls, the CTI port is freed and so i can use that cti ports for queuing the calls. As a total,
65 agent can take a call at a time,
apart from that 150 calls can be queued
( through my 150 ivr ports)
as a whole 65+150=215 calls, my contact center can receive at a time(65 agent calls,150 queued calls).
I have read in cisco document, when the call reaches the agent, the CTI port is freed, so we can use that port for queueing the call. Once the call reaches the agent, only rtp stream is running between the agent and the gateway which does not require a CTI resouces? is it correct? Based on this i was writing my previous note
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