UCCX Outbound IVR Port License Requirements

Hi, trying to figure out how many Outbound IVR port licenses are needed.
UCCX dials out, call is answered with a live voice, UCCX transfers to Application Trigger. No agent available, call is queued. At this point 1 Outbound IVR license is used.
Agent becomes available and call is transferred to Agent. At this point is the licensed port returned or is the license consumed until the agent hangs up?
Thanks.

Hi Chris
I dont think the outbound license will be held till agent answers the call.
Here's when outbound licenses will be released:
1. Outbound subsystem calls a contact, live voice is detected, dialer does a refer to agents extension via gateway-sip trunk - CUCM. At this point, outbound port is free and agent takes the call
2. Outbound subsystem calls a contact, live voice is detected, dialer does a refer to IVR trigger. Outbound port is released. Here, the outbound contact is now connected to one of the inbound CTI ports which are associated to the IVR trigger
In summary, as soon as outbound port does a successful SIP Refer transfer, the outbound port is free to be used for next contact.
Regards
Shikhar

Similar Messages

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.
HTH,
Chris

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 9 Outbound IVR ANI Database Integration

Hi,
I am using UCCX 9 premium with outbound IVR license to achieve a database integration with TTS, to play a dynamically customized message to customer.
I realized that the outbound dialer contact info such as account number cannot be carried over to the IVR script, which is a shameful flaw of the system I believe. But it indicates that the ANI can be carried over. I am wondering what is the ANI? Is it the contact number of the customer, or just the CTI port number? If it is the contact number, I may still be able to query the SQL database using it.
High appreciated.
Quan

Do you know if this is still a limitation in UCCX 10.5 ?

UCCX - CTI Port Licensing

Hi,
We have a UCCX Express system consisting of 2 servers that has 60 CTI ports and is licensed for 300 IVR ports.
Does this mean I am licensed up to 300 CTI ports? Or are the IVR ports and CTI ports licensed separately? If I wish to increase the existing number of CTI ports, or create a second group, do I have sufficient licensing?
Thanks, James

Hi James,
300 licensed IVR ports are equivalent to your active (calls in CTI ports) CTI ports in use.
So you can create 300 or even more CTI ports from the First Node of UCCX (which is replicated in the second node of UCCX) but incase of active calls in the CTI ports only 300 CTI ports can be used at any given point.
Hope it helps.
Anand
Please rate helpful posts by clicking on the stars below the right answers !!

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

UCCX 7.0: Outbound IVR call based on datetime

Hi,
I want to know can I dial my customers (through UCCX Outbound Subsystem) from the dialing list where datetime is included and I want to dial them at that particular datetime.
The idea came from like example, I want to wish birthday to someone at particular datetime in future but the database entry can be at anytime.
I know the dialer dials the list of numbers simultaneously based on the number of ports configured, but how can I schedule them?
Any help please?
Thanks,
Mijanur Rahman

Hi, I have designed a script for outbound dialing with 'place call' node and wth HTTP Trigger. It's working fine when i'm triggering that application from IE or FireFox.
Now my plan is to create an application using html or java which will watch the the database with timer function each after 30 seconds and will hit the http trigger only when the current server time will match.
Will keep you posted if I got succeed.
Thanks,
Mijanur Rahman

What ports are required to be open on a firewall for UCCX ver7 Backups

I'm trying to setup a backup location on UCCX version 7.
The backup storage location and the UCCX server are seperated by a firewall.
What ports are required to be opened on the firewall to allow the backups through to the backup location.
Can't find any info online

Try it locally on the server itself.
You just need to create a shared directory backup oon the server on C:\ drive.
\\127.0.0.1\C$\backup
This should work.
Link to port utilization guide:
http://www.cisco.com/en/US/docs/voice_ip_comm/cust_contact/contact_center/crs/express_7_0/configuration/guide/uccx70prtuti.pdf
Regards,
Chuck
Please rate helpful posts and identify correct answers.

Uccx 8,5 outbound IVR unable to load contact list intermittently and other ?

Good morning
on our outbound IVR we seem to have problems importing the contacts page and sometimes when it does load it show the calls were successful, yet none of the numbers were dialed. when we import the contacts it will usually show the remaining contacts but on several, more than should be, it imports and shows 0 for remaining contacts and also sometimes it will load and we enable the campaign it will show 0 remaining on the report yet no phones ever rang?
has anyone had any issue with import, we are using the same file over and over so it is not a formatting issue.
Thank you

Were you able to figure out how to pass the accountNumber or the First name from the import file to the IVR script?
I'm trying to do the same thing.

Do I need VXML Port Licenses for CVP Database Lookup.

Hi,
Please let me know that whether VXML Port Licenses are required for CVP Database Lookup.
I am using CVP just for prompt playing in my scenario,
Appreciate your response.
Thanks,
Manish

[email protected],To make database integration with your IVR, you have different alternatives :1- Use the 'DB Lookup' node ICM scripting node for simple SELECT transactions on SQL Server databases2- Use an 'Application Gateway' component with ICM scripting for more complex database operations on different type of databases. Application Gateway is a software component developed by Cisco partners to make ICM scripts interact with different databases.3- Use VXML scripts. VXML scripts can connect and interact with any kind of databse using the JNDI protocol. You will need a VXML Studio license (to develop the VXML applications) and a CVP Server for VXML Servers (you need to deploy VXML servers on which you will deploy your VXML applications)Hope this will help.
Good summary. If I can comment ....
1. DBLookup is so restrictive it is not typically useful for looking up ANIs in a customer DB. It is useful for other things to do with routing - say a DNIS lookup to control some aspect of routing. Look up the restrictions on DBLookup if you don't believe me.
2. This may be an expensive proposition. Unless you have in-house experience with something like a CTI all events bridge and the ability to code to the required heartbeat interface, you will find building an app gateway tricky. You also need to be in the Cisco Developer's Program ($25k). I have colleagues write app gateways in C++ and VB.NET, so it's possible - just not trvial. For a huge load, this may be the only suitable method, however.
3. This is the way to go. JNDI is NOT a protocol - it is a naming standard. The protocol that the client (your application running under Tomcat) uses to talk to the server (the database out there) is defined by the library - the JAR file - you hook into it in VXMLServer\lib\endorsed. Through the JNDI specification in Tomcat\conf\server.xml you indicate the host, user name, password and client library that the system needs. Tomcat uses connection pooling to manipulate a pool of connections (threads) giving a more efficient database query system.
You can then add an additional sepcification through context.xml that allows you to use the JNDI spec in your VXML Database Element.
If you like coding in Java, you can write a Custom Action Element to use the JNDI (and therefore connection pooling), making your query and manipulating the result. This is the way I do it because I'm a competent programmer. Most will use the Database Element.
Finally, you could write a Java Custom Action Element that does not use the JNDI at all, but given the server, user, password and database through the settings, opens a connection, runs the query, and closes the connection.
Regards,
Geoff

Contact center license requirment

Hi,
Our company have 5 different department and each of those have separate reception.
They requested to assign one single pstn number for each reception, with separate IVR and separate call handling.
each 5 departments need only few options via IVR for outside dialer(coming via the PSTN) (no need agents and contact center functions as current requirement)
1.dial by extensions
2.press 1 for xxxx
3.press 2 for xxxx
4. dial by name
5."0" for operator ( reception)
can you please clarify me, what type of license required for implement this solution? ( number of agent license, ivr port etc..)
Does ccx IVR included dial by extension as unity call handler?
CUCM 8.6
no unity and voicemail function
Thanks..

Hi Frank.
Sorry for late replay.
Yes, I've implemented a similar solution in the past.
Here is an example
service aa flash:app-b-acd-aa-2.1.0.0.tcl
paramspace english index 0
param number-of-hunt-grps 3
param handoff-string aa
param dial-by-extension-option 1 <-- This option for dial by extension
paramspace english language en
param max-time-vm-retry 2
param aa-pilot 3400 <--- this is the application pilot
paramspace english location flash:/
param second-greeting-time 60
param welcome-prompt _bacd_welcome.au
param call-retry-timer 15
param voice-mail 200
param max-time-call-retry 20
param service-name queue2
service queue2 flash:app-b-acd-3.0.0.2.tcl
param aa-hunt9 9000 <----- This is the operator
param aa-hunt2 9100 <----- this is an Hunt Group Defined on CUCM
param aa-hunt3 9101 <----- this is an Hunt Group Defined on CUCM
param queue-manager-debugs 1
param number-of-hunt-grps 3
param queue-len 30
param queue-cme-debugs 1
dial-peer voice 10 pots
incoming called-number XXXXX3400
service aa
dierct-inward-dial
dial-peer voice 100 voip
destination-pattern 9...
session-terget ipv4:10.10.10.10
session protocol sipv2
dtmf-relay rtp-nte
codec g711ulaw
no vad
As reference on configuring BACD application, you can look at http://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cucme/bacd/configuration/guide/cme40tcl.html
HTH
Regards
Carlo

CUCME + CUE port license

Do you need a port license in integrating CUCME and CUE?

Hi Ramon,
Yes you would require Port licenses for this integration (increments of 2)
The following types of licenses are available:
•Mailboxes (available only in increments of five)
•Ports (available only in increments of two)
•IVR (available only in increments of two)
•TimeCardView users (available only in increments of one)
The corresponding SKUs for these licenses are:
•FL-CUE-MBX-5
•FL-CUE-PORT-2
•FL-CUE-IVR-2
•FL-TCV-USER-1
To determine the total quantity of licenses you need, multiply the incremental quantity from the name of the CSL license with the explicit quantity of increments that you want to purchase. For instance, FL-CUE-MBX-5 represents an incremental quantity of five mailboxes. If you select an explicit quantity of four for the FL-CUE-MBX-5 feature, the total quantity will be five times four, or 20.
From this excellent doc;
http://www.cisco.com/en/US/docs/voice_ip_comm/unity_exp/rel7_1/Licensing/Using_CSL.html#wp1102792
Cheers!
Rob
Please support CSC helps Kiva
https://supportforums.cisco.com/blog/12122171/cisco-support-community-helps-kiva

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
Thanks so much !

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
thanks.

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?
Thanks a lot!

Hi Aaron,
i see that in these days of high pick of call, there are several of
ABORTED ------ com.cisco.app.ApplicationTimeoutException
REJECTED -------- Reject: Remote Timeout ( a lot!!!)
REJECTED ------ Reject: Channels Busy
While in days where i have a regular flow of call, i have not call rejected or aborted.
Do you think that it can be a problem of IVR port or another problem. Of sure it happen only when there are a lot of call!
Thank a lot for the support!

Can Outbound IVR assign call to agent by CSQ?

Hi all,
I am studying the outbound IVR feature in UCCX 9. For outbound IVR, the call is initiated by SIP gateway and it further transfer the call to CM and finally handled by UCCX IVR application. Can i further assign the call to Agent in CSQ under the script in application? If yes, can the agent still do the outbound call operation such as "Accept", "Skip", "Close", and call Re-classification such as "Answer machine/ Callback", etc.
Thenk you for any reply.
BG,
Dennis

Hi all,
I am studying the outbound IVR feature in UCCX 9. For outbound IVR, the call is initiated by SIP gateway and it further transfer the call to CM and finally handled by UCCX IVR application. Can i further assign the call to Agent in CSQ under the script in application? If yes, can the agent still do the outbound call operation such as "Accept", "Skip", "Close", and call Re-classification such as "Answer machine/ Callback", etc.
Thenk you for any reply.
BG,
Dennis

UCCX Outbound IVR Port License Requirements

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