License Units for Agent E-Mail (UCCX v.7.0 Premium)

[ERNESTO_VE]

The customer plans to add the functionality of Agent E-Mail on Cisco Agent Desktop to their agents (resources) manage email queues as they handle voice queues.

There is a doubt as to the licensing required to implement such functionality. The Client has UCCX v7.0 Premium, which we know that supports Agent E-Mail functionality.

Subtract to know if each agent (resource) is consumed two license units: one for e-mail and one for voice, or if instead, add Agent E-Mail does not translate into increased consumption of license units.

Thanks a lot.

ErnestoG

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[brian1mcc · Accepted solution]

Agent licensing for UCCX is based on concurrent logins. If an agent is assigned to both Voice and Email CSQs, they will only use 1 license.

Brian

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[ERNESTO_VE]

Hi brian1mcc.

I've just found the following explanation in a Cisco document:

"The Cisco Unified CCX agents can service customer e-mails using the CAD part of the Premium offering. Only one seat license will be used when the agent logs into CAD, however the feature as voice or e-mail enabled won't use any additional license or seat. So the answer is that the agent can handle e-mail and voice CSQs and it will only count for 1 seat license".

Thanks a lot.

Regards.

ErnestoG