Calls in queue consume IVR port

[Chuck Smith]

I know that the default behavior of IPCC Enterprise is to keep an IVR port in use while a call is in queue. If you are only playing hold music to the customer can you use another source to park the call at while it’s in queue other than consuming and IVR port? Then if possible only connect the call back to the IVR port to play a queue hold time and put it back on hold again?

[adignan]

Nope. With IPCC Enterprise anytime a caller is in queue listening to music, or pressing menu options, that caller is taking up a IVR/CTI Port. So if you have a license for 30 ports, you can only have 30 people in the IVR/Queue Manager at one time.

adignan - berbee

[Chuck Smith]

So what you are saying is that you have to pay for IVR port licenses just to have someone on hold? List price on them are over 1000 dollars. That’s ridiculous. There is no other way in the ICM to connect the call with a media termination point on a call manager somewhere to provide music on hold while the call is in queue?

[adignan]

You need to diferentiate between "hold" and "queued". When a call is connected to an agent and they place the caller on "hold" that does not take up a CTI Port. However, queueing a caller does require a CTI Port. I would not say that it is ridiculous, legacy IVR's/VRU's worked the same way (except normally they were hardware updates). CallManager has NO queueing mechanism. The IVR is the queue point for all incoming IPCC Enterprise calls.

adignan - berbee