Call Queue Simultaneous Call Licensing

[houston]

I am confused about what counts towards a "Simultaneous Call" when you use call queues.

Does 4 calls sitting in the queue count as 4SC or 8SC with v16?

 

[AWS2P]

Hi,
if your calls goes directly to queue 4 calls = 4SC, if not, during transfer phase SC can increase for short time and goes back to 4SC if of course you have four calls going.

internally calls count also for SC, two extensions in internally call = 1SC

 

[houston]

Hi,
if your calls goes directly to queue 4 calls = 4SC, if not, during transfer phase SC can increase for short time and goes back to 4SC if of course you have four calls going.

internally calls count also for SC, two extensions in internally call = 1SC

The "during transfer phase" makes me nervous.

To clarify a bit, if all calls are directly routed to the queue, 3 are live (callers are speaking with staff), and a 4th comes in, it will land in the queue. It will not get a busy signal because it momentarily needs 5 SC?

Same question, but with an IVR before the queue. 3 live calls, caller #4 pushes 3 for queue, lands in queue, only 4 SC needed, not 5 (or the 8 seat license)

Also, thanks for the help so far. I do appreciate it.

 

[AWS2P]

don't be nervous , you can activate notifications to receive emails info from PBX when licence is full also if your trunk has no more channels free.
to add this go to settings, email settings, notifications

To clarify a bit, if all calls are directly routed to the queue, 3 are live (callers are speaking with staff), and a 4th comes in, it will land in the queue. It will not get a busy signal because it momentarily needs 5 SC?

Yes, fourth stay waiting with MOH in the Q until one agent take the call, if a fith one try to reach your PBX, he can get busy tone if your sip provider is also 4 channels and send busy tone, some do , not all. So you may have just .....nothing.


Last case is:
Trunk to IVR = 1SC (until call is forwarded)
IVR to Q = 1SC (now call is in Q)
Q to Agent = 1SC (now Q connect to agent)

Don't worry about licence, if you receive notifications many times a day or in same week, consider to increase to 8SC, if you receive a notification rarely so let the 4SC.

 

[cobaltit]

If it makes you nervous, buy the next size up. Either the risk of missing that call is worth the money or it isn't. We're talking the difference of $75/year between the 4SC and 8SC Pro for your scenario.

 

[houston]

Thanks guys, I've installed the demo, and we'll see how things go.

I wanted to know to know what pricing to tell them ahead of time, because it's awkward to have to go back later and say "But golly, it's $x more than I quoted you because of some hard to understand quirk of the system".

 

[cobaltit]

Understood but does it really matter? I mean lets say there was no 'quirk' and it was a straight 4 calls = 4SC. You still have the risk of the 5th call getting rejected. So in either case 8SC would still be the recommendation. If they want to go down to the 4, then it's on them.

 

[houston]

Understood but does it really matter? I mean lets say there was no 'quirk' and it was a straight 4 calls = 4SC. You still have the risk of the 5th call getting rejected. So in either case 8SC would still be the recommendation. If they want to go down to the 4, then it's on them.

A basic "phone system" with call queue from Callcentric is free. 3cx does a heck of a lot more, but the focus here is just on the queues.

For about $338 all-in per year to do 3cx they're getting custom hold music, live visibility/wallboard, listen-in, call recording, and (surprisingly basic) reporting. $75 more for JUST those features to work reliably is significant to "frugal" small business owners that are comparing it to free. They're already more than doubling the $300/year cost for 4 concurrent calls Callcentric service.

Once they get invested in the system odds are good they'll see more uses for it, so an eventual upgrade to 8SC is likely.

Whether "frugal" customers are worthwhile is a different discussion.

 

[cobaltit]

If the customer is ok with spending $338/yr then $75 shouldn't break the bank if it means they won't miss any calls due to the license limit. And it has nothing to do with reliability but rather capacity. You know your customer better than anyone here on the forums. Best of luck!