A place to ask questions, connect with others, and stay in the know
I don't have the answers to everything but could clear up a few of your questions.
I think the main problem is that your agents are using their cell phones. This will cause 2 external call port licenses to be used for each call. This makes sense, you are getting a call into the system, and then you have to make another call from the system to the cell phone.
We tested this with the persistent connection option when you log in at the start of our COVID response. If you choose persistent connection, once the system establishes a call to the cell phone, it keeps the system end of the call up, and that license in use. Another test is to login to interaction desktop and select your remote number, then place an outbound call and watch ICBM. Though interaction desktop only shows one call, the system places 2 external calls to complete it. You can also see the licenses in use by opening IA, clicking on licenses at the top and scrolling down to IC_LICENSE_EXTERNAL_CALL_PORTS. I'll attach a screenshot of what my test system looked like when I made one call with my cell phone, you'll see 2 licenses in use.
Basic station should be completely fine, your agents are still using just one station. Media as well, it still counts as just one interaction. You may be able to request a temporary increase in External call port licenses due to COVID from Genesys, but long term fix if you don't want to pay for those extra call ports is to get agents on a hard or soft phone from home.
Every year, Genesys® delivers more than 70 billion remarkable customer experiences for organizations in over 100 countries. Through the power of the cloud and AI, our technology connects every customer moment across marketing, sales and service on any channel, while also improving employee experiences. Genesys pioneered Experience as a ServiceSM so organizations of any size can provide true personalization at scale, interact with empathy, and foster customer trust and loyalty. This is enabled by Genesys Cloud™, an all-in-one solution and the world's leading public cloud contact center platform, designed for rapid innovation, scalability and flexibility. Visit www.genesys.com.