Upgrading to Simplified Licensing in Version 5.8

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Upgrading to Simplified Licensing in Version 5.8


Article ID: 51107 - Last Review: July 29, 2011

Version 5.8 introduces a new Simplified Licensing model for Contact Center Enterprise and Business Edition, Call Accounting, and Intelligent Queue. For complete details on the new Simplified Licensing model, see the Contact Center Solutions and Call Accounting System Engineering Guide.

NOTE: The new Simplified Licensing model no longer supports the concurrent licensing model for Multimedia Contact Center, Contact Center Screen Pop, Salesforce.com Client and CTI Toolkit Client. All licensing now must be assigned to a user. Any customer claiming concurrency will be managed on a case-by-case basis by prairieFyre Software. Please contact miccsales@mitel.com to be granted additional licensing. It is important to remember that once additional licensing is granted, you will be required to pay Software Assurance on the new licensing upon renewal of your Software Assurance.

The following section details licensing migration information. For device specific migration information pertaining to upgrading to Version 5.8 and the new Simplified Licensing model, see See "Device specific migration information" on page 1.

Contact Center Starter Pack software upgrades

When upgrading to Version 5.8, the level of Contact Center Starter Pack granted will be equal to the highest level of Contact Center features and functionality owned.

If Basic Contact Center features are owned (Contact Center Management reporting and real time), a Contact Center Basic Starter Pack will be granted.

If Standard Contact Center features are owned (Basic features plus Interactive Contact Center, Contact Center PhoneSet Manager, Enterprise Presence and Chat, and Traffic Analysis), a Contact Center Standard Starter Pack will be granted.

If Advanced Contact Center features are owned (Standard features plus Resiliency, Interactive Visual Queue, your choice of Salesforce.com Client, or CTI Toolkit Client, and Contact Center Screen Pop), a Contact Center Advanced Starter Pack will be granted.

If Premium Contact Center features are owned (Advanced features plus Multimedia Contact Center—email, fax, SMS, and Web chat), a Contact Center Premium Starter Pack will be granted.

NOTE:

For sites where a a subset of Basic, Standard, Advanced, and Premium features are owned, a mixture of Basic, Standard, Advanced, and Premium agents will be granted, and the Starter Pack provided will align with the highest feature set owned.

In regions where Call Accounting is supported, Contact Center sites will automatically be granted a Call Accounting Starter Pack, including 50 Call Accounting extensions and Traffic Analysis.

A Contact Center Network License is granted for sites with Resilient agents, Enterprise nodes or Gateway nodes.

All connectors owned will be granted an equivalent connector license in the new model.

System Administrators

System Administrators have access to all Contact Center, Call Accounting, Intelligent Queue software and IVR Routing software (if licensed) for the purposes of configuration and network and system administration. System Administrators are now a purchasable option for use with Contact Center Solutions applications.

NOTE:

Two complimentary System Administrators are included with your initial purchase of a Contact Center, Call Accounting, or Intelligent Queue Starter Pack.

No additional complimentary System Administrators are provided when you are granted a Contact Center Starter Pack, along with a complimentary Call Accounting Starter Pack, or when you purchase additional Intelligent Queue or IVR Routing Starter Packs. Additional System Administrators must be purchased separately.

For the purposes of migration only, one System Administrator will be provided for every increment of 50 agents owned. On or before the first Software Assurance renewal after migration, should you wish to reduce or increase the amount of System Administrators owned, please contact miccsales@mitel.com to modify your licensing. It is important to note that once additional licensing is granted, you will be required to pay Software Assurance on the new licensing upon renewal of your Software Assurance

Advanced Supervisors

Advanced Supervisors have access to the Contact Center Management website (reporting), forecasting, My Options, Flexible Reporting, Contact Center Client for real-time monitoring, Workforce Scheduling (if owned) and YourSite Explorer (read access only). Advanced Supervisors are not a purchasable option and an unlimited number of Advanced Supervisors will be granted.

Advanced supervisors at the Basic level will only have access to CCM Voice reports, real time monitors, forecasting, SMDR and ACD inspector tools.  If Workforce Scheduling, Multimedia, Intelligent Queue or IVR Routing is owned, Advanced Supervisors will have access to those reports as well.

Contact Center Basic Agents

Any existing site without Interactive Contact Center or Interactive Visual Queue will have their agents converted to Contact Center Basic Agents. If granted the proper security permissions, the agents will be reported on historically, viewed in real time, and has access to real-time monitors. Users also have access to the Contact Center Management / Call Accounting website My Options page to configure user options, such as language preference.

Contact Center Standard Agents

Any existing site with Contact Center Management, Interactive Contact Center, Enterprise Presence and Chat, or Traffic Analysis will have their agents converted to Contact Center Standard Agents. If granted the proper security permissions, agents will now have access to Contact Center Management reporting, real time, forecasting, Enterprise Presence and Chat, and Traffic Analysis features.

Contact Center Advanced Agents

Any existing site with Contact Center Resiliency, Interactive Visual Queue, Contact Center PhoneSet Manager, Salesforce.com Client or CTI Toolkit Client, and Contact Center Screen Pop will have their agents converted to Contact Center Advanced Agents. If granted the proper security permissions, agents will now have access to Contact Center Management reporting, real time, forecasting, Enterprise Presence and Chat, Traffic Analysis, Resiliency, Interactive Visual Queue, choice of Contact Center PhoneSet Manager, Salesforce.com Client or CTI Toolkit Client, and Contact Center Screen Pop.

Contact Center Premium Agents

Any existing site with Multimedia Contact Center will have their agents converted to Contact Center Premium Agents. If granted the proper security permissions, agents will now have access to Contact Center Management reporting, real time, forecasting, Enterprise Presence and Chat, Traffic Analysis, Resiliency, Interactive Visual Queue, choice of Contact Center PhoneSet Manager, Salesforce.com Client or CTI Toolkit Client, Contact Center Screen Pop, and Multimedia Contact Center—email, fax, SMS, and Web chat.

Workforce Scheduling Agents

Any existing sites with Workforce Scheduling Agents will automatically be granted an equal number of Workforce Scheduling Agents under the Simplified Licensing model. Schedule Adherence and Employee Portal are now included with Workforce Scheduling by default, so any customers not previously licensed for Schedule Adherence and Employee Portal will now be granted access to these applications.

NOTE: An Advanced Supervisor is required to create schedules using the Workforce Scheduling application, configure Schedule Adherence parameters, and approve and deny requests from Employee Portal.

Contact Center Network License

The Contact Center Network license provides access to unlimited sites and 3300 ICP, 5000, and Axxess connection points for use with the product(s) owned. A Contact Center Network license is valid for use with all Contact Center, Call Accounting, Intelligent Queue and IVR Routing media server types. Any existing site with more than one Contact Center, Call Accounting, or Intelligent Queue Enterprise Node or Enterprise Node Gateways will be granted a Contact Center Network License. If only one Call Accounting Node is owned as part of a shared site with Contact Center only, a Contact Center Network License will be granted.

Business Edition Base Software

All existing Business Edition sites with base software will now have Enterprise Presence and Chat included. Any Business Edition sites with Contact Center PhoneSet Manager, Salesforce.com Clients, or CTI Toolkit Clients will automatically be granted an equal number of Integrated Client licenses. Any Business Edition with Contact Center Screen Pop licenses will automatically be granted an equal number of Screen Pop licenses.

Business Edition Licensing

For Contact Center Business Edition, you will have 3 different levels of Employee licensing: None, Reporting, or Desktop employee. For Supervisors, you will have 2: None or Desktop supervisor.

Employee license levels:

    Note: this option enables you to run reports on the employee, if data exists for that employee, however, you cannot monitor the employee in real time and no new data will be collected for the employee. When you select this option historical data for the employee continues to be stored and the employee's name is removed from all Contact Center Client device selection lists.

    CAUTION: If data exists for an employee who was previously licensed but is currently unlicensed, that data can be accessed in reports. However, if a summarization is done after the employee is no longer licensed, there is a risk that the collected data could be lost.
    Reporting employee: is reported on historically, viewed in real time, and has access to Enterprise Presence and Chat.
    Desktop employee: is reported on historically, viewed in real time, has access to Enterprise Presence and Chat, and the ability to view real-time monitors via Contact Center Client.

    NOTE: Only one employee type can be selected for each employee. You cannot license an employee if no licenses remain.

Supervisor license levels:

    None: use this option for employees who are agents or general business extensions.
    Desktop supervisor: has access to the following: Contact Center Management website (reporting, contacts, forecasting, and security), Contact Center Client for real-time monitoring, and YourSite Explorer for enterprise and device configuration.

    NOTE: You will need to be a Desktop supervisor to have access to the Auditor tool in Contact Center Client.


Business Edition Integrated Client

Contact Center PhoneSet Manager, CTI Toolkit Client, Salesforce.com Client and Contact Center Screen Pop will no longer be purchasable add-ons to Business Edition. Instead, Business Edition will now offer an Integrated Client add-on (Business Edition agent desktop license is a prerequisite), which by default gives the employee access to Contact Center PhoneSet Manager or CTI Toolkit Client software. If the customer purchases the Salesforce.com Connector, the Business Edition Integrated Client optionally allows for a Salesforce.com Client to be added. The Microsoft CRM Connector continues to be an optional add-on.

Business Edition Screen Pop

Business Edition Screen Pop is an optional add-on to the Integrated Client.

Call Accounting Starter Pack software upgrades

Any existing site with Call Accounting will be granted a Call Accounting Starter Pack, 50 Call Accounting Extensions, Traffic Analysis, and one Premium Supervisor. Any existing site with Call Accounting extensions, and, optionally, Subscriber Services extensions, Resiliency, or Traffic Analysis will be granted an equal number of Call Accounting Extensions under the new Simplified Licensing model. Subscriber Services, Resiliency, and Traffic Analysis are now included with Call Accounting by default, so any customers not previously licensed for Subscriber Services, Resiliency, and Traffic Analysis will now be granted access to these applications.

NOTE: A Call Accounting Network License is required for Call Accounting Resiliency.

Call Accounting Extensions

Additional Call Accounting Extensions are available in packs of 50, 250, 500, and 1000. Each Call Accounting Extension can be reported on and viewed in real time to track the costs of calls made and received. Call Accounting Extensions can optionally be configured as Subscriber Services Extensions to enable reporting for marked up costs and service fees.

Call Accounting Network License

The Call Accounting Network license provides access to unlimited sites and 3300 ICP connection points for use with the product(s) owned. The Call Accounting Network License is available to standalone Call Accounting sites only. Any existing site with more than one Call Accounting Enterprise Node or Enterprise Node Gateway will be granted a Call Accounting Network License.If only one Call Accounting node is owned as part of a shared site with Contact Center only, a Contact Center Network License will be granted.

Intelligent Queue Base software upgrades

When upgrading to Version 5.8, any existing site with Intelligent Queue Base software will have the base software converted to an Intelligent Queue Routing Starter Pack. If multiple instances of the Intelligent Queue Base software is owned, an equal amount of Intelligent Queue Routing Starter Packs will be granted. The level of Intelligent Queue Routing Starter Pack granted will be equal to the highest level of Intelligent Queue features and functionality owned.

If Standard Intelligent Queue Routing features are owned (Base with RADs, Messaging and Reporting, and Updated Position in Queue), an Intelligent Queue Standard Routing Starter Pack will be granted.

If Advanced Intelligent Queue Routing features are owned (Standard features including ANI/DNIS Routing and Voice Callbacks), an Intelligent Queue Advanced Routing Starter Pack will be granted.

If Premium Intelligent Queue Routing features are owned (Standard and Advanced features including Collect Caller Entered Digits, Remote Database Verification, Web Callbacks, and Agent Recording), an Intelligent Queue Premium Routing Starter Pack will be granted.

Intelligent Queue Routing Ports

Any existing site with Intelligent Queue Ports will be granted an equal amount of Intelligent Queue Routing Ports. The features and functionality of these ports will align with the level of Intelligent Queue Routing Starter Pack owned.

Contact Center Network License

Any existing site with more than one Enterprise Node and one or more Enterprise Node Gateways for Intelligent Queue will be granted a Contact Center Network License.

A La Carte parts

All existing sites with the following a la carte parts will be granted the same licensing in the new model:

Contact Center Softphone—1, 10, 50 Pack (Business and Enterprise Edition)

Workforce Scheduling —1, 10, 50 Pack (Enterprise Edition only)

CTI Developer Toolkit Server (Business and Enterprise Edition)

Salesforce.com Connector (Business and Enterprise Edition)

Microsoft CRM Connector (Business and Enterprise Edition)

OAISYS Call Recording Connector (Business and Enterprise Edition)

Third-party Workforce Management Connector (Enterprise Edition only)

High Availability (Enterprise Edition only)

Integrated Client—1, 5, 10 Pack (Business Edition or non ACD users only)

Screen Pop (Business Edition or non ACD users only)

Contact Center Business to Enterprise Edition upgrade—1 unit (Business Edition only)

CSM to Contact Center Business or Enterprise Edition upgrade (Business and Enterprise Edition)

Contact Center Competitive Displacement—1 unit (Business and Enterprise Edition)

Standard, Premium, TotalSolutions Program (TSP) and Upgrades Only Software Assurance—1 unit (Business and Enterprise Edition)

Contact Center and Call Accounting Demo kits

Contact Center and Call Accounting Try Before You Buy

Device specific migration information

This section provides a detailed overview of how devices configured in YourSite Explorer are migrated to Simplified Licensing when you upgrade to Version 5.8. These rules also apply when you restore a pre-Version 5.8 backup on a Version 5.8 Enterprise Server.

When upgrading to Version 5.8

If 3300 ICP media servers are programmed with the previous maximum of 500 MiTAI monitors, each 3300 ICP media server in your enterprise is upgraded to 800 maximum MiTAI monitors.

If agents, extensions, and queues were enabled with Advanced real time and reporting, they are upgraded to be enabled for the same features and functionality.

NOTE: The Advanced real time and reporting option available in pre-Version 5.8 releases is no longer exposed in Version 5.8. All agents, extensions, and queues are now configured for the features and functionality available with Advanced real time and reporting by default in Version 5.8.

If employees configured in YourSite Explorer

  • were not enabled with Advanced real time and reporting, their default employee license will be set to None.
  • were enabled with Advanced real time and reporting, there was a Multimedia Contact Center media server configured, and at least one of the associated agents was a multimedia agent, their default employee license will be set to Premium.
  • were enabled with Advanced real time and reporting and at least one of the associated agents or extensions were configured with a failover media server, their default employee license will be set to Advanced. If this same scenario was encountered in a Contact Center Business Edition configuration, their default employee license will be set to either Reporting or Desktop to align with what they had prior to upgrading, with Multimedia Contact Center enabled..
  • were assigned a security role that enabled them to use soft phone or were assigned either of the two system security roles (Local Administrator or Enterprise Administrator), they will be assigned a soft phone license. If this same scenario was encountered in a Contact Center Business Edition configuration, they would be assigned a Desktop, Integrated Client, and Softphone license.
  • and none of the previous four scenarios applied, they will be assigned a Basic employee license. However, if no Basic licenses remain, an attempt will be made to upgrade them to a Standard, Advanced or Premium employee license in an effort to avoid over-licensing employees. If no Standard, Advanced or Premium licenses remain, employees will be assigned a Basic employee license. In this scenario, you must either manually reassign employee licenses so you are no over licensed or contact miccsales@mitel.com to be granted or purchase additional licensing.
  • were assigned either of the two system security roles (Local Administrator or Enterprise Administrator) or their security role enabled them to manage Workforce Scheduling, they will be assigned an Advanced Supervisor license.

NOTE: If you did not previously use security roles and had employees using client applications and configured with a username and password in YourSite Explorer, these employees would have been automatically configured with the default security role of Local Administrator. After upgrading to Version 5.8, all employees with the Local Administrator security role will be assigned a Premium Supervisor license. This may result in an over licensing scenario and you will not be able to edit employees associated to these over licensed supervisors in YourSite Explorer until you correct the licensing or purchase additional Premium Supervisor licenses.

Once you have successfully upgraded to Version 5.8, it is important that you review your employee licensing to ensure that you have not consumed more licenses than you have been granted and that employees have the appropriate security roles associated to them. If you have any questions or concerns please contact your Mitel approved vendor.

Keywords: 5.8 upgrade simplified licensing migration



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Last Modified:Monday, May 04, 2015
Last Modified By: dfountaine
Type: INFO
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