1. What are Ports?
Ports are what the contact center uses to allow calls into the Automatic Call Distribution (ACD) platform. Think of Ports as a phone line where calls go through. If a call is received, that’s one port used. If the call is put on hold and another number is dialed, that is another port being used.
When the total number of ports allocated to a business is being used, the next caller will receive a fast-busy signal.
2. What media types use ports?
Only phone calls use ports.
3. What media types do not use ports?
Chat, email, and work items do not use ports.
4. Do contacts that are waiting in a Callback state take up active voice ports?
Contacts that have been placed in the callback state will not take up any active voice ports until an agent accepts the contact and a callback to the customer is placed.
5. When are ports used?
|Call to Contact Center||1||Customer calls into the Contact Center.|
|Agent Conference||2||User uses the agent to conference in another agent.|
|Agent Transfer||2||User transfers their call to another user using the Contact Center Agent application.|
|Agent Blind Transfer||2||User transfers their call to another user using the Agent Application and then hangs up.|
|Blind Transfer through the script||0||In studio we set up a blind transfer off of the Contact Center platform.|
|Managed Transfer through the script||2||In studio we set up a transfer off of the Contact Center platform using the transfer action (call continues to be recorded).|
6. How many ports can an account have?
There is not a limit to how many ports can be configured for an account. Ports are billable when the number of peak configured ports exceeds the inclusive (non-billable) number of ports based on the number of users and Contact Center seat editions purchased. To know the number of inclusive (non-billable) port per user license is contracted, please reach out to your account manager or customer success manager.
7. How can ports be increased or decreased?
Ports can not be changed through the contact center platform. To request ports changes, please contact our Contact Center support team at 888-898-4591 option 3. You may be asked if you understand that ports changes may have billing implications. If you have questions on ports and how it affects your contact center cost or billing, please reach out to your account manager or customer success before requesting the port change.
8. Why is “Port - inContact” showing on the invoice?
If there is a charge for “Port – inContact” on the invoice, that means that the account is configured more than the inclusive non-billable ports per user.
The account has an entitlement of 5 Contact Center: Basic Edition license and has a peak configured ports of 20 on a calendar. Each Contact Center: Basic Edition license is inclusive of 1 port which means that the inclusive (non-billable) ports is 15. Because the account had a peak configured user of 20, the account is billed “Port – inContact” at quantity of 15.
5 Contact Center: Basic Edition X 1 = 5 Inclusive (Non-Billable) Ports
20 Peak Configured Ports – 5 Non-Billable Ports = 15 Billable Port - inContact
9. How can I find out the the number of contact center ports configured and utilized?
The Billing Report can show an administrator the billing costs associated with running the system. Here are the steps to validate the number of and ports configured on the account:
1. Log-in to RC Contact Center platform
and access the customer’s account.
2. With the right security profile, click on the Reporting/Analytics then Canned Report and then Billing. The Billing Report default welcome page is the Ports tab
3. Choose a date range then click on “Apply Options
”. Contact Center invoices are being billed by peak usage on a calendar month. The “Start Date
” and “End Date
” on the invoice shows which calendar month is billed.
• The red
line represents the limit of ports allowed in the business unit. (Port Limit
• The green
bar represents the peak number of ports for the date range. (Peak Ports
) If the number of ports usage reaches the limit, then calls cannot be made into or out of the contact center (incoming callers would hear a busy signal; outgoing calls will fail).
• The gray
bar represents the concurrent number of ports used by the Business Unit during the date range. (Ports
) A port is used whenever a call is made into or out of the contact center; including calls placed by scripts.
10. How can I add or change email recipients for ports usage notification in Studio?
Here are the steps that the Studio Admin can take to update the email notification that the script automatically sends out when the contact center reaches a certain ports usage/utilization (configured within the script in Studio):
1. Log into Studio and locate the script (e.g. "Port Checker", "Check Ports" etc.).
2. Locate the "Email" Action within the script.
3. Right-Click on the "Email" Action to access Properties.
4. Locate the "Recipient Address" and, on the far right-side, click on the ellipsis (i.e. 3 dots "..."). Make the necessary corrections. When entering more than one email, use a comma (",") to separate the different addresses.
5. Select [OK]
6. Go to the upper left-hand corner and select [File] and [Save].