Inbound voice licence (Callback)
Catalog row in Vendor License Metrics · Cited
- Unit
- Voice licence (inbound)
- Aliases
- VHT Callback voice licence
- Definition
- Documentation: each inbound or outbound interaction "checks out a voice license for the duration of the corresponding voice treatment. Then, the license is released." Voice licences are first set as inbound or outbound, then allocated to queue groups.
- Counting rules
- Licences are enforced per queue group. Default split is 70 percent inbound and 30 percent outbound if no configuration exists. Inbound calls occupy a licence for an average of 90 seconds; an unreleased inbound licence times out after 15 minutes. Inbound calls are diverted to the hold queue when no licence is available.
- Floors / minimums
- Any queue group with one or more inbound licences must also have at least one outbound licence.
- Applies to products
- Mindful Callback (on-premises)
- Product category