Concurrent Usage - Definitions
License usage is defined for each user type as follows:
Predictive/ other ACD user
A user of the system is
- active at the point of logging on
- inactive on logging off
PBX/ IVR users
In both of these cases, licenses are consumed only when the user is actively processing a
This methodology enables fair treatment of the following scenarios:
- Provisioning many IVR agents for different queues (e.g. 1000 IVR agents; 50 each for 20 queues) when concurrent IVR usage across all queues may only be 50 agents.
In this scenario, a total of 50 licences total would be consumed.
- PBX users, often configured statically. These may have an occupancy rate of perhaps 3%, so for 200 PBX users, perhaps only 6 users will be talking at any one time.
In this scenario, a total of 6 licences would be consumed.