UCCX 7.02 - IVR ports not answering

In the Call Control Group in UCCX we have 140 ports. On the Trigger I have programmed an extension in the No Answer/ Busy in case the ports dont answer ... calls are going to this extension and not being answered by the IVR ports. Cant figure out where the issue is. Tried resetting all the ports, did not help. Any suggestions ? I tried looking at the ccm --> sdi logs and still didn't see anything that clued me in.

Just in case anyone is checking ... I opened a TAC case. The Database source had changed and I had not completed the programming yet, the Database service was not in service as a result. So when calling a Trigger, if DB service is out even though the caller has not got to that part of the script, the ports won't answer.
fixed my DB connection issue, once the Control Panel showed it back 'in_service' , then the ports started answsering.
not sure how to make this 'conversation' Answered . do not see

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How to change the Number of IVR ports in a UCCX?

I know this question has been asked before but it needs to be asked again, as previous answers do not seem to apply.   The simple quesiton is: If you have a UCCX and if after install you check you check License information and you note that you have 150 IVR ports; how do you increase the number of ports to 300?
I have been told that the number of ports is set by the class of the machine hardware and is not a license issue.   Others have suggested it is a license issue?   At the end of the day, however, I want a step by step procedure for adding more IVR ports to my deployment.   Even if that means buying more licenses (though I can not find a SKU).
I have several clients that have UCCX and are having calls that exceed the number of IVR ports.   Before we get into a discussion of CTI ports or Call Controll Groups, let me identify that I think they are the same.    I can create a CTI Call Control Group with 300 paths, but if I only have 150 IVR ports I am in serious trouble on the 151 call!
I had a lab system that installed under vmware with 150 ports. No matter how I tried to configure the CVA it always came up 150 ports!   I added a NFR license to my lab and magically it turned it into a 12 IVR system, so licensing does have something to do with it!
I have htis experience on Version 8 and now on Version 9!   I need more IVR ports than appear in the installation. I want to know exactly the steps needed to increase the number of IVR ports to the maxium of 300 for an enhanced system!
I can refer CISOC TAC to several tickets I have opened on this subject all with unsatisactory answers! Most recently 626743961
Peter Buswell (aka DrVoIP)
http://blog.drvoip.com

Here's the long answer
Peter Buswell wrote:I know this question has been asked before but it needs to be asked again, as previous answers do not seem to apply.   The simple quesiton is: If you have a UCCX and if after install you check you check License information and you note that you have 150 IVR ports; how do you increase the number of ports to 300?
Since I see below that you mentioned that the system in question is Enhanced, the answer is simply, install on faster hardware. Presently the best hardware you can get is VMWare ESXi with the 400 Agent License OVA, which gives you 400 IVR Port Licenses.
Standard licensing works the same as Enhanced, as far as IVR Port licenses go.
If you were wondering about Premium, then it's a 1:2 ratio of agent:ports. You cannot buy Premium ports directly, instead you buy them indirectly through the process of buying Premium Agent seats. So if you had a Premium UCCX with 100 Agents, you would have 200 ports, and if you desired to have 250 ports, you simply buy 25 more Premium Agent seats. Premium does still need to adhere to the hardware limits. I have seen partners sell someone an Enhanced UCCX which gave them 300 ports, but they only had like 50 Agents. A year later, the customer upgraded to Premuim, but only bought 50 seats, and thus downgraded their port license count to 100. A third of what they had! The solution? Buy 100 more Premium Agent seats so your total goes up to 150 Agents, and thus your ports go up to 300.
Peter Buswell wrote:I have been told that the number of ports is set by the class of the machine hardware and is not a license issue.   Others have suggested it is a license issue?
These are both correct statements. Just remember, that it's licensed based first for Premium, then hardware limited. Standard and Enhanced are hardware limited only.
Peter Buswell wrote:At the end of the day, however, I want a step by step procedure for adding more IVR ports to my deployment.   Even if that means buying more licenses (though I can not find a SKU).
Again, for Standard and Enhanced, you need to move to bigger/better hardware to get more ports, assuming you're not already at the meximum of 400.
Here is the document which walks you through moving to bigger hardware: Disaster Recovery Guide
And for Premium, you need to purchase the SKU for a Premium Agent Seat license. It's a 1:2 ratio for agents:ports.
Peter Buswell wrote:I have several clients that have UCCX and are having calls that exceed the number of IVR ports.
I'm not a partner, nor in sales, but I thought there was an A2Q process which validates CC designs for sales people. At any rate, it sounds like they were either under sized or outgrew their overhead, and something needs to be done.
Sometimes you can simply dump excess calls off. Think about playing a high call volume message to callers and then drop them.
Other times you can drop them into voicemail, and come back to it later.
I've seen some basic call back functionality implemented with an external data source, which could alleviate ports.
Lastly, I've seen improperly designed scripts which loop on themselves or other scripts, causing a high port usage.
My point is that there's a few options here, outside of simply increasing the size of the server or purchasing new licenses. There's no one size fits all answer though.
Peter Buswell wrote:Before we get into a discussion of CTI ports or Call Controll Groups, let me identify that I think they are the same.
Are you saying that CTI Ports and Call Control Groups are the same? Or that CTI Ports/CCG's are the same as IVR Port Licenses? Cause the former is true, while the latter is not. Think "oversubscribed" CTI Ports.
Sometimes it is advantageous to oversubscribe your CTI Ports, to achieve a more dynamic environment. E.g., I have 100 ports, and all 100 are used for inbound calls. I develope a single inbound app, which is limited to 10 ports, and handles small bursts of calls. What happens is that, if the new inbound app is running, the most it can "steal" from the inbound calls is 10 ports. However, if the app is not running (because it doesn't run all day, it's mostly bursty in nature), I can still have my regular inbound calls go all the way up to 100.
Peter Buswell wrote:I can create a CTI Call Control Group with 300 paths, but if I only have 150 IVR ports I am in serious trouble on the 151 call!
This is true. Again, you need to decide if you really need the extra ports, of if there is some solution to solving this problem without making a hardware/license purchase. These kinds of problems still exist for customers at the 400 port level, and they don't have the option to "buy more."
Well, that's not entirely true. While you cannot grow past the 400 port limit today, you could install another UCCX instance on the same CUCM cluster, effectively doubling your capacity, but breaking your administration into two separate domains.
Peter Buswell wrote:I had a lab system that installed under vmware with 150 ports. No matter how I tried to configure the CVA it always came up 150 ports!
What's CVA?
Peter Buswell wrote:I added a NFR license to my lab and magically it turned it into a 12 IVR system, so licensing does have something to do with it!
The NFR is most likely a Premium license. Refer back to the 1:2 ratio, and that would tell me you have an NFR license for 6 Premium Agents. Installing a higher level license on a lower level licensed system brings the whole system up to the higher level. Recall my partner story about the Enhanced to Premium upgrade scenario.
Peter Buswell wrote:I have htis experience on Version 8 and now on Version 9!
The licensing doesn't change from 8x to 9x.
Peter Buswell wrote:I need more IVR ports than appear in the installation. I want to know exactly the steps needed to increase the number of IVR ports to the maxium of 300 for an enhanced system!
You buy bigger/better hardware, and use the link I provided above for moving to that new hardware.
Peter Buswell wrote:I can refer CISOC TAC to several tickets I have opened on this subject all with unsatisactory answers! Most recently 626743961
I would be surprised if there is a single Cisco TAC person who doesn't understand this simply IVR Port licensing model. Perhaps there was some miscommunication about what was being asked, and what answer was being given.
I hope that helped to clarify some things for you. Also, if you are a partner, reach out to your CAM and ask for a one on one with a UCCX guru who can sit down with you. Cisco would want you to be successful with selling their products.
Anthony Holloway
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UCCX IVR Port License ?

If you are running uccx express enhanced with 150 licensed IVR ports. Does that mean you have 75 ports configurable for each server in HA totaling 150 or 150 for each totaling 300?

With Enhanced you are not restricted to any IVR ports, you get whatever the server can support, i.e. 300 ports, it is 300 on each server.
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Hi, trying to figure out how many Outbound IVR port licenses are needed.
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Hi Chris
I dont think the outbound license will be held till agent answers the call.
Here's when outbound licenses will be released:
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Erlang Calculator IVR Port Problem

Hi to all,
in this days i've tried to search the " Erlang Calculator" for uccx in Cisci website but i can't find it!
I have uccx 7.0(1) and in some case of intensive traffic, uccx stops to work (i can hear the free tone but the application doen't answer) and i can hear the uccx voice that tells me that "there are some problem in the system.....".
I think that this happend because i have not enough IVR port, so i would like to calulate it in the worst case that happened in this days. I'll try to find the worst case with "Traffic Analysis Report".
Someone can tell me where i can find "erlang calulator" and if this problem can be cause by number of IVR ports?
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Hi Aaron,
i see that in these days of high pick of call, there are several of
ABORTED ------ com.cisco.app.ApplicationTimeoutException
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Thank a lot for the support!

All ivr port busy , the system will prompt the next call that it's full load

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we currently had 130 port IVR (we are running CCX 7.0 Premium )
Is there any way to write the script for IVR so that when all IVR ports are busy, the system will prompt the next call that it’s full load ? Can we do that ? If yes please share the documentation how to configure it
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hi netbakter
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It requires IVR port to create a script to play prompt, while all of the IVR ports are currently busy. If there are some ports left to write script, it's not possible to service many customers at a same time, and the overload is still not resolved, either.
please explain more about this solution
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NI Week: 2012, 2014
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