Contact Centre licensing - Confused!

[OldSkoolSkater]

Hi All

Just wondering if anybody could help to explain what licensing I might need given a particular situation..
Running CM5.2.1 and have mix of environments whereby agents are either recorded via Contact Recorder, monitored via CMS, just login as an agent, or a combination of all three.

We average out as follows:
- 30 concurrent agent sessions /day (agents logging in and taking calls)
- 6 concurrent agents /day recorded via Contact Recorder
- 20 concurrent agents / day monitored via CMS

I'm being told by my support provider that I need to purchase an additional 20 Elite licences in order to be compliant but I just don't know if this is correct and will cost me £10,000 so want to make sure this is correct!

I've provided some details from CM below and know it won't be enough to make an informed judgement, so if you could let me know what other info is required (and where I might get it from) it would be appreciated.
Having looked around I can't find any conclusive information on what I actually require or what an Elite agent license actually covers - everything works as intended at present so I'm guessing this is coming from a compliance point of view.

MAXIMUM IP REGISTRATIONS BY PRODUCT ID

Product ID Rel. Limit Used
AgentSC : 37 0
IP_API_A : 4 0
IP_API_B : 10 0
IP_Agent 7 : 3 0
IP_Phone : 18000 1066
IP_ROMax : 18000 0
IP_Soft : 5 0
IP_Soft 5 : 1 0
IP_eCons 1 : 3 1
oneX_Comm : 18000 0

Can anybody help??

cheers

Oldskoolskater

Cheers

Oldskool - Living the dream in the UK

 

[lopes1211]

If you have exceeded any limits, the agents would not be able to log in. That's how the system limits use to what you are licensed for. There is no such thing as buying extra licenses on a working system "to be compliant".

-CL

 

[OldSkoolSkater]

That's that I was thinking - if it's working as intended (which it is) then why do I need additional licensing?

Can anybody tell me what an elite license is and what it might offer over a (presumably) standard license?

cheers



Cheers

Oldskool - Living the dream in the UK

 

[montyzummer]

Have a look at this document

http://downloads.avaya.com/css/P8/documents/100156986

APSS (SME)
ACSS (SME)
ACIS (UC)

 

[OldSkoolSkater]

Found that doc before but couldn't see where there were any references to elite licensing?


Cheers

Oldskool - Living the dream in the UK

 

[kyle555]

Lopes, are you sure? I've typically seen things when you login that actual usage exceeds licensed capacity, and after 30 consecutive days of exceeding a feature, system administration is locked.

A 24/7 call center would easily have more administered agents than logged in at any one given time, and a business emergency could easily make more than the licensed number log in. I don't think Avaya would shut you down over that, but eventually they would shake you down to purchase the amount of licenses you need.

An "Elite Agent" would cover a few things, but at least a CMS agent for reporting and an ACD agent in CM (do disp sys cus and go to the call center page).

Also, display alarms, and look for resolved alarms historically that show up as LIC-ERR. That might give you some indication that your system hit capacity.

 

[lopes1211]

If you have 300 agents defined and a license for 200, the 201st consecutive agent trying to log in will get a denial. The 30 day limit applies to an invalid license file. i.e. - a system in survivable mode or running a license file in a system that cannot find it's IPSI or GW it's serialized to. You can never exceed your license limit under any type of normal operation. Your limits are your limits.

-CL

 

[kyle555]

Is that as of 5.2? I recall working on a system that was regularly exceeding ACD agents logged in that was probably 3.1 or 4.

 

[lopes1211]

That's system 85 thru cm5.2. Not sure if something changed in CM6.3 but I would have no idea How/why Avaya would manage "burstable" licenses going forward.

-CL

 

[OldSkoolSkater]

Here's my screenie from sys-cus:

CALL CENTER OPTIONAL FEATURES

VDN of Origin Announcement? y VuStats? y
VDN Return Destination? y VuStats (G3V4 Enhanced)? y

USED
Logged-In ACD Agents: 37 28
Logged-In Advocate Agents: 0 0
Logged-In IP Softphone Agents: 37 0
Logged-In SIP EAS Agents: 37 0
(NOTE: You must logoff & login to effect the permission changes.)

There are no LIC-ERR details in disp alarms


On a similar topic, it's interesting what lopes says about survivable mode licensing - would I get a LIC-ERR if I were to move a S8300C between G450 gateways or would it just not register without the relevant license file?

Cheers

Oldskool - Living the dream in the UK