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  • 1.  Queue Interaction Limits

    Posted 01-10-2020 09:27
    No replies, thread closed.
    Hi,
    Are there any limitations on the number of interactions that enter a queue per second?

    #PlatformAdministration
    #Routing(ACD/IVR)

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    Andres Moya
    In Motion Servicios S.A.
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  • 2.  RE: Queue Interaction Limits

    Posted 01-11-2020 00:08
    No replies, thread closed.
    I know there are rate limits to the number and speed of API calls to no more than 1 billion requests per week, but that can be scaled up as demand requires it.  That might limit the number of calls entering a queue.  Other than that, I am not aware of any limits.  Now, once you get a large number in the queue, things will bog down when you look at a performance view or run a report because there are tons of data points to look at behind each conversation.  

    The nice thing about AWS is the days of ports and trunks are gone and it can scale virtually indefinitely.

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    Robert Wakefield-Carl
    Avtex Solutions, LLC
    Contact Center Innovation Architect
    robertwc@avtex.com
    https://www.Avtex.com
    https://RobertWC.Blogspot.com
    ------------------------------

    Original Message


  • 3.  RE: Queue Interaction Limits

    Posted 01-13-2020 10:59
    No replies, thread closed.
    You are limited by the concurrent-call capacity of the edges used by your organization.

    Physical and Virtual edge capacities are listed at https://help.mypurecloud.com/articles/concurrent-call-capacity-edge-models/
    (Virtual edges, as noted, depend on the hardware and processors used)

    I don't know what the limits are for PureCloud Voice and BYOC Cloud. Probably based on the contract.

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    George Ganahl GCP (PureCloud), ICCE
    Principal Technology Consultant
    Genesys
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    Original Message


  • 4.  RE: Queue Interaction Limits

    Posted 12-15-2020 11:42
    No replies, thread closed.

    george, i'm wondering, if in a queue i hold voice interactions AND mail interactions, this limit you mention it's enforced anyway? there's any chance that the amount of mails waiting can stop voice interactions to route?

    Thanks and kindest regards 



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    Mariano Martinez
    Interaxa S.A.
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    Original Message


  • 5.  RE: Queue Interaction Limits

    Posted 12-15-2020 11:48
    No replies, thread closed.
    Emails do not go through the edges, and are not factored into the concurrent call limits. 

    Note that the Trunk settings also have rate limits for concurrent calls and calls per second.

    https://help.mypurecloud.com/articles/configure-maximum-call-settings/

    ------------------------------
    George Ganahl GCP (Genesys Cloud), ICCE
    Principal PS Consultant
    Genesys
    ------------------------------

    Original Message


  • 6.  RE: Queue Interaction Limits

    Posted 12-15-2020 12:40
    No replies, thread closed.

    Thanks george, Then is there a reason why my calls are not routing when i have 3000+ mails in that queue?


    support care told me, that because I have more that 3000+ interactions, voice interactions are not routing. that I should get rid of some of those mails.



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    Mariano Martinez
    Interaxa S.A.
    ------------------------------

    Original Message


  • 7.  RE: Queue Interaction Limits

    Posted 12-15-2020 14:04
    Edited by George Ganahl 12-15-2020 14:05
    No replies, thread closed.
    The system will route first the interactions which have been in the queue the longest. If the emails have been in queue for a few days (or longer), then they probably have the highest priority and the calls cannot be routed first.

    One thing you can try in Architect is to set a very high priority on calls in the Transfer to ACD action in Architect. For example, change the Priority setting to be an Expression (instead of Literal) and type in 1+999999999

    That will give calls a higher priority than emails that have been in queue for up to10 days.

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    George Ganahl GCP (Genesys Cloud), ICCE
    Principal PS Consultant
    Genesys
    ------------------------------

    Original Message


  • 8.  RE: Queue Interaction Limits

    Posted 12-15-2020 14:37
    No replies, thread closed.

    Thanks for your response george, you are WAY more clear about this than care support.

    Will try right now your suggestion.

    thanks a lot



    ------------------------------
    Mariano Martinez
    Interaxa S.A.
    ------------------------------

    Original Message


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