Sales Work Bench - Configuring CCM and ACD 1

[danramirez]

Guys, I have the following questions regarding a Sales Work Bench configuration for a Contact center:

There will be 100 ACD Agents on the 3300 (MiVB7). For sure I will require 100 ACD licenses on the 3300 but the question is: Do I also need 100 User Licenses for the phones? Note I will be configuring these phones as Hotdesk and every Phones as "IP Device Only". Do I need an IP User License behind every ACD Hotdesk Agent?

Regarding the CCM (Prairiefyre). These 100 Agents will have 5312 sets and no access to Contact Center Client or anything like that. There will be, however, about 5 Supervisors that definitely need access to monitoring the Call Center behavior. Question: Do I need at least 1 Basic Agent license for every agent on the Prairiefyre? Or will the starter pack be sufficient for this scenario?

I appreciate your comments on this, Cheers,

Daniel

http://www.hatkana.com

http://www.wtelecom.com

 

[sarond]

You will still need IP user licenses.
The ACD License on the 3300 is a simultaneous use license so they will only be consumed when an agent logs in. Where as the CCM License is for each agent, logged in or not. If you only have 50 agents logging in at any one time then you only need 50 ACD Licenses on the 3300.

The CCM starter pack will only give you 5 agent licenses, you will need to make up the difference. (I would just buy a 100 pack)
You also get unlimited Advanced Supervisors and 2 x Premium Supervisor (I think)

CCM Basic license is enough to report and view agents.

 

[danramirez]

saron,I just made the following test on MCD6SP3 and this is the result:

1. I had 47 IP sets registered (Normal Users, 5312s, 5340s, etc) so: IP Users Locally Consumed 47, Locally Allocated 65
2. Added a 5340 as "IP Device Only" same result as above.
3. Logged in a Hotdesk ACD on the 5340 above and IP User licenses consumption did not change, still 47/65. However, ACD Active Agents did change from 0/5 to 1/5.

License and Option selection is not showing that I'm using additional IP User License when ACD loggs in...

Any Idea what bulletin explains the use of ACD licenses?

Cheers,

Daniel

http://www.hatkana.com

http://www.wtelecom.com

 

[danramirez]

saron,

this agrees to what you say, but apparently this is different to what happens in my test:


From Help on line:

An IP User License is consumed by each of the following:

Standard user & device

IP console

Hot Desking user

ACD enabled set

ACD Hot Desking agent

ACD Express agent

http://www.hatkana.com

http://www.wtelecom.com

 

[sarond]

1. I had 47 IP sets registered (Normal Users, 5312s, 5340s, etc) so: IP Users Locally Consumed 47, Locally Allocated 65
2. Added a 5340 as "IP Device Only" same result as above.
3. Logged in a Hotdesk ACD on the 5340 above and IP User licenses consumption did not change, still 47/65. However, ACD Active Agents did change from 0/5 to 1/5.

License and Option selection is not showing that I'm using additional IP User License when ACD loggs in...

I agree with the above. It will use a user license when created.

What happens when you create a hotdesk acd user, I would think a user license is then consumed.
So a Hotdesk ACD will need a user license to be able to log in to a device and then an ACD license to be of ACD type.

Here is a link on the CCM side of things of how things changed from 5.8 in regards to licensing. It will explain the difference from the CCM side of things.

 

[sarond]

and the link....

http://micc.mitel.com/kb/KnowledgebaseArticle51107.aspx

 

[danramirez]

sarond,

You are correct!!. As soon as I deleted one Hotdesk ACD Agent from "User and Device Configuration" my licenses changed from 47 to 46.

Thanks a lot, I will now have a look at the link regarding licenses on CCM.

Cheers,

Daniel

http://www.hatkana.com

http://www.wtelecom.com