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Licensing for CVP Solution Components

 

Introduction

 

This document describes how licensing works in a Unified CVP deployment, including how Unified CVP components and ports are licensed. This document also presents some significant points about Unified ICM and Cisco IOS licensing. The chapter contains the following topics:

  • Unified CVP Licensing
  • Gateway Licensing
  • Unified CUP SIP Proxy Licensing

Unified CVP Licensing

Unified CVP licenses consist of Unified CVP Server Licenses, Unified CVP Port Licenses, Unified CVP Call Director Licenses, and Redundant Port Licenses. Server licenses must be ordered for every server (for example, Unified CVP server, VoiceXML server, or redundant server) that will host Unified CVP software, with the exception of the Reporting and Operations Server.
Each Unified CVP Port license provides the use of the VoiceXML server and interactions between queuing and Unified ICM as well as subsequent call control for a single call. Redundant Unified CVP port licenses are also available, purchased on a per-port basis, up to the maximum number of ports purchased.

In addition to Unified CVP port licenses, Call Director licenses are available. Call Director licenses provide the ability to perform call control without the use of self-service and also provide for post-agent call control with contact center solutions other than Cisco Unified Contact Center Enterprise (Unified CCE). Call Director call control for Unified CCE Agents comes free of charge with the Unified CCE Agent License, but the number of active calls to Agents must be taken into consideration when sizing the solution.

Unified Port Licensing

First you must determine the number and types of port licenses required. To do so, determine the busiest point in the busiest hour of the contact center. The important consideration here is not busy hour calls, but what calls are actually doing at the busiest moment in the day. The Unified CVP Port License is only for calls that are receiving IVR treatment, such as calls in self-service or in queue. Calls that are connected to agents do not use a Unified CVP Port License but instead use a Call Director license, which may or may not be included for free. Take that busiest moment of the day as a snapshot, and determine the following information:

  • How many calls are:
    • Waiting in queue
    • Performing simple self-service without ASR/TTS and without using the VoiceXML Server
    • Performing self-service activities that do use ASR/TTS or the VoiceXML Server


The total number of these calls corresponds directly to the number of regular (non- redundant) Unified CVP Port Licenses required.

Note

For Unified CVP Standalone deployments with Unified CCE, or when calls are transferred to agents using a method that takes the call away from the Unified CVP ingress gateway (such as *8 TNT, hookflash, or TBCT), do not include the number of calls talking to agents.

Unified CVP Call Director Licenses

Unified CVP Call Director Licenses are required when Unified CVP is used for IP switching with agents who are not on a Cisco Unified CCE system, such as agents on TDM ACD systems. In Unified CVP 4.0 and later releases, Call Director is licensed per server, and the number of sessions is limited by the capacity available for the protocol being used on the server. SIP supports 850 sessions per server, while H.323 supports 500 sessions per server. The number of required Call Director sessions and servers corresponds to the number of simultaneous calls that are active in the Unified CVP Call Server and are connected to an agent. If the agent is a Unified CCE Agent, there is no charge for the Call Director sessions, but you do have to size the solution to handle the number of sessions in use, which might lead to purchasing additional Unified CVP Server Licenses.
The following guidelines apply to Unified CVP Call Director server licenses:

  • Unified CVP Call Director licenses are not required for Unified CCE agents. Call Director Licenses are provided implicitly with Cisco Unified Contact Center Enterprise and do not have to be ordered separately.
  • Unified CVP Call Director licenses are not required for ACD agents when the call has been transferred to those agents using a method that takes the call away from the Unified CVP ingress gateway (such as with SIP Refer, *8 TNT, hookflash, or TBCT).

Unified CVP Server Licenses

A Unified CVP Server license is required for every server on which Unified CVP software resides, with the exception of the Reporting and Operations Server. In the case of co-residence Unified CVP call server and VXML server, only one server license is needed; however, multiple software license files will be generated. One software license file is used for Unified CVP call server software and another one is used for Unified CVP VXML Server software.
Following Table1 summarizes the port capacity of a single server. The number of required servers corresponds directly to the number of server licenses required. The total number of ports required is equivalent to the Unified CVP Ports plus Call Director ports, plus redundancy, even if the Call Director ports are free of charge.

Table1: Port Capacities for Single Server

 

Server Type  Port Capacity

SIP Call Server 850 ports
H.323 Call Server500 ports
CVP VXML Server750 ports
Co-resident SIP Call Server and VXML Server750 ports
Co-resident H.323 Call Server and VXML Server500 ports

 

A Server license is required for every system that provides call control, VoiceXML server, or queuing capabilities. Therefore, while Cisco Unified Contact Center Enterprise customers do not need Call Director licenses, they often do use the call control capabilities and will require a Unified CVP Server license for the systems that are providing the H.323 or SIP call control.

Unified CVP Video Component License

Unified CVP supports the following two types of video services:

Basic Service Video

The Basic Video model uses the same components and licensing strategy as an audio-only Unified CVP deployment. Follow the same licensing guidelines as if the calls were audio-only.

Full Service Video

The Unified CVP Full Video Service requires the Unified CVP components plus video-specific third-party software from Radvision, Inc., including the Radvision iContact application and the Radvision Interactive Video Platform (IVP). Additional hardware such as 3G Gateways are also required for 3G mobile video solutions. Licensing, pricing, and ordering information should be obtained directly from Radvision.
The Unified CVP components provided by Cisco are licensed and sized in the same manner as a traditional audio-only Unified CVP solution. However, the Unified CVP Video Media Server does not require any license; all you need to purchase is the hardware. The Unified CVP Video Media Server software is packaged as part of the normal Unified CVP software DVD and does not have to be ordered separately.

Reporting Server License

These licenses provide the reporting repository for Unified CVP data. Included with the license is a relational database for querying of data and examples (using Crystal Reports) to build reports. This product includes only the reporting repository and does not include the presentation server. Two options are available with the report server, a standard version and a premium version. The standard version supports a dual processor server with a maximum of a 50 GB database for basic reporting. The premium version supports a 100 GB database on a four-way processor. For further information regarding Unified CVP reporting server licenses, consult the Cisco Customer Contact Solutions Ordering Guide, available through appropriate Cisco Partner login authentication at http://www.cisco.com/web/partners/downloads/sell/technology/storage/unifiedcomm/contactsolution_og.pdf

Redundant Licenses

Redundant licenses are purchased by port. You can order as many redundant ports as required, based on the desired level of redundancy, up to the number of primary ports purchased. Thus, if your redundancy model is N+N, you would order the same number of Unified CVP port licenses as standard port licenses ordered. If your redundancy model is N+1, you would order the number of redundant port licenses that you ordered for a single server. A server license must also be ordered for each additional redundant server ordered.
For further information regarding Unified CVP redundant port licenses, consult the Cisco Customer Contact Solutions Ordering Guide, available through appropriate Cisco Partner login authentication at
http://www.cisco.com/web/partners/downloads/sell/technology/storage/unifiedcomm/contactsolution_og.pdf

Ordering Examples

Example1

A Unified CCE customer with 1000 agents desires 400 ports for queuing, 300 ports of self-service, and 100% redundancy across two sites. The deployment uses SIP. Solution: Because queuing and self-service ports use the same license, this customer requires 700 Unified CVP ports and 700 redundant ports, with 6 server licenses. (Each site requires three servers with co-resident Call Server and VXML server because (700 + 1000)/750 is approximately 3.)
Unified CVP components required:

  • 6 Server Licenses
  • 700 Port Licenses
  • 700 Redundant Port Licenses
  • Minimum of one Studio license
  • Reporting Server License is optional

Note that no Call Director Server licenses are required for the 1000 agents because they are Unified CCE agents and already have the Call Director license.

Example2

A Unified ICM customer desires 300 ports of queuing, with 150 redundant ports (N+1 redundancy) for a mixed TDM and Unified CCE solution with call control for 1000 agents (600 TDM agents and 400 Unified CCE agents) using H.323.
Solution
This customer would require 300 ports of Unified CVP, 150 redundant ports, 2 Call Director Servers (each Call Director server is sized at 500 ports maximum for a system using H.323), and 4 Unified CVP server licenses.
Unified CVP components required:

  • 4 Server Licenses (Four servers are required because (300 + 1000)/500 is approximately 3 servers, plus 1 redundant server for a total of 4. In addition, the two Call Director server software licenses are needed because of the call control function for 600 TDM agents using H.323.)
  • 300 Port Licenses
  • 150 Redundant Port Licenses
  • 2 Call Director Licenses
  • Reporting Server License is optional

Example3

A customer desires a standalone (without Unified ICM or Unified CCE) self-service solution of 450 ports and 100% redundancy. Solution: This customer would require 450 ports of Unified CVP, 450 redundant ports, and 2 Unified CVP Server Licenses. Unified CVP components required:

  • 2 Server Licenses (one server for primary, one server for redundancy)
  • 450 Port Licenses
  • 450 Redundant Port Licenses
  • Reporting Server License is optional (If Reporting is desired, an additional Server license is required for the Call Server used for Reporting.)

Cisco Unified Studio License

A Studio license provides the environment to build a self-service application that executes on the VoiceXML server. Studio licenses are required only for the developers who will be building the self-service applications, and they are installed on the developers’ PCs. While customers normally have at least one studio license, a studio license is not required if you are not developing or maintaining your own applications. In addition, a server license is not required for the machines on which a studio is installed.

License Enforcement

All Unified CVP software is now “node locked,” which means that users must register their licenses and provide a server ID to receive a license. Ports are enforced on the Unified CVP VoiceXML Server, with Unified CVP Server licenses set to the maximum number of sessions allowed per server.

NOTE

A single port license is used when a VoiceXML session is established. Therefore, one port license is consumed, whether the call is being serviced by a self-service application or is being queued.

ASR/TTS License

ASR and TTS licenses are not sold by Cisco; they must be acquired directly from the vendor. ASR and TTS port licenses are carefully enforced for all the vendors currently supported by Unified CVP. The license is checked out the moment a call needs to use it, and it is reserved until the call leaves the VoiceXML gateway.

 This behavior is different than for VoiceXML Server licenses.

Also, ASR and TTS licenses are independent: a call checks out an ASR license when it first needs to use ASR services, and a TTS license when it first needs to use TTS services. If you plan to move calls from self-service to queuing functionality, you will most likely want to release the ASR and TTS licenses. However, Unified CVP makes no distinction between a call that is at the VoiceXML gateway for self-service purposes and one that is there to play queue music. It does not know that the call has progressed from self-service to queuing services. The same VoiceXML gateway session remains active across the transition, so any ASR and TTS licenses that were obtained in the first phase are not automatically released. You can, however, force the licenses to be released by causing the call to be removed from the VoiceXML gateway and then redelivered there as a new VRU leg call. Removing it from the VoiceXML gateway releases the ASR and TTS licenses, and redelivering the call makes it immediately available to play queue prompts again, but this time without ASR and TTS licenses. You can accomplish this result by placing an explicit SendToVRU node or TranslationRouteToVRU node ahead of the Queue node.

Gateway Licensing

Gateway and Cisco IOS licensing are generally beyond the scope of this document. However, if you are using any of the Cisco Integrated Services Router (ISR) gateways (Cisco 2800, 3700, or 3800 Series Routers) as VoiceXML gateways, you also must purchase FL-VXML- 1 or FL-VXML-12 licenses.
For further information on Cisco IOS Voice XML gateway licensing, please check the following URL
http://www.cisco.com/en/US/prod/collateral/iosswrel/ps6537/ps6554/ps6599/ps7188/product_data_sheet0900aecd8058208c.html

Cisco Unified Presence SIP Server Licensing

There are no DLUs (Device License Units) required when using CUPS for SIP Proxy functionality with CVP. If you have the Unified CM Publisher deployed for Unified CCE and/or Unified Communications, then you can use the available Publisher for Cisco Unified Presence and will need only the dedicated hardware to run Cisco Unified Presence as a SIP Proxy Server.

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