Need to determine how to get Avaya agents licenses

[Avayacoolstuff]

Hi

My question is : In my company we want to configure New TFN's, At this time we don't have available agent ID's capacity, so I need get at least 700 agents for 3 locations.

For this 700 agents to setup, what are the considerations ? at this time we are using Avaya CM 7, Avaya CMS, Nuance for recording. For getting this 700 agent ID licenses what is the procedure to get licenses ? How our infrastructure will effect ?

Can you post your thoughts

Thanks
Nakit

 

[Pawell88]

Hi Nankit,

You can use command 'display system-parameters customer-options' in ACM (ASA) to determine how many licenses you have right now (page 8th in ACM v.7.1.3). As far as I know they might be licensed differently. Eg. Per active logged license. Then if your agents works in shifts, you can bay 350 licenses for 700 agents (350 early shift and 350 evening shift, if do not overlapping). Beside you have to consider, if you have enough station licenses but this different story.

Contact local Avaya's sales partner or Avaya Sales itself and ask for query and explonations. There is no other way to get them.

 

[jimbojimbo]

You may need a variety of licenses to build out the additional agents.

CM counts concurrently logged in agents so as Pawell88 noted you may not need 700 if they are not all logged in simultaneously.

You are going to need TSAPI and possibly DMCC for your AES so the agents can be monitored in call recording. NOTE: I am assuming SIPREC is currently not on the table.

For CMS you will need Call Center Elite Agent licenses and HA if you have a High Availability system. You will also need an appropriate number of CMS Supervisor licenses.

You will need station licenses so the agents have an extension to log into.

You most likely will require additional hardware. Assuming SIP trunks and IP endpoints, each agent being recorded will utilize 3 DSP resources. This means a fully loaded G450 can support 106 recorded agents. Media Servers are an alternative solution but they are more expensive. They become cost effective when you have dual data centers providing 100% backup and exceed the capacity of 3 G450 gateways (don't ask, I'm not going to run the numbers for you but I've done the exercise multiple times).

For a soft client you may want to look at one-X Agent and/or Avaya Agent for Desktop.

 

[Avayacoolstuff]

Thank you for your help! @pawell88 @jimbojimbo this really helped me