CCBU Ordering Guide

Copyright © 1992-2013 Cisco Systems, Inc. Cisco Confidential/Proprietary—Pricing for illustration purposes only. Pricing subject to change. October 10, 2013

Cisco Customer Contact Solutions Ordering Guide

Cisco Unified Customer Voice Portal

Cisco Unified Contact Center Express

Cisco Unified Contact Center Enterprise Cisco Packaged Contact Center Enterprise

Cisco Unified ICM Enterprise Cisco Unified Intelligence Center

Cisco SocialMiner Cisco Finesse

Cisco Unified IP IVR Cisco MediaSense

Cisco Media Convergence Servers

Cisco Unified E-Mail Interaction Manager Cisco Unified Web Interaction Manager

Workforce Management Quality Management

Contact: General inquiries about the new pricing may be sent to [email protected]

Ordering Guide

Copyright ©2007 Cisco Systems, Inc. Cisco Confidential/Proprietary—Pricing for illustration purposes only. Pricing subject to change. Page 2 of 202 January 15, 2007

Copyright © 1992-2013 Cisco Systems, Inc. Cisco Confidential/Proprietary—Pricing for illustration purposes only. Pricing subject to change. Page 2 of 202 October 10, 2013

Table of Contents

1. Introduction .................................................................................................................................. 7 1.1 Purpose, Audience and Scope .......................................................................................... 7 1.2 Ordering and Quoting Tools .............................................................................................. 7 1.3 Change history .................................................................................................................. 9

2. Tips for Using This Ordering Guide ........................................................................................... 17 3. Cisco Unified Customer Voice Portal (Unified CVP) ................................................................. 18

3.1 Overview of End of Sale and End of Life Status for Cisco Unified Customer Voice Portal Versions ............................................................................................................... 18

3.2 CVP Ordering and Pricing Information: ........................................................................... 18 3.2.1 Unified CVP Component Information ................................................................. 20 3.2.2 Not-for-Production Systems, Not-for-Resale and Evaluation Kits ..................... 23 3.2.3 Upgrades from 7.0 to Unified CVP 8.x/9.x or 10.x ............................................. 24 3.2.4 Customer Collaboration Upgrade Offer ............................................................. 25 3.2.5 Product number summary tables ....................................................................... 26 3.2.6 Unified CVP Components Licensing .................................................................. 30 3.2.7 Unified CVP Port Licenses ................................................................................ 31 3.2.8 Unified CVP Redundant Port Licenses .............................................................. 32 3.2.9 Unified CVP Server Licenses ............................................................................ 32 3.2.10 Unified CVP Call Director Licenses ................................................................... 33 3.2.11 Unified CVP Video Components Licensing ....................................................... 34 3.2.12 Unified CVP Reporting Server Licenses ............................................................ 34 3.2.13 Unified CVP Call Studio Licenses ...................................................................... 35 3.2.14 Unified CVP License Enforcement .................................................................... 35 3.2.15 Unified CVP Upgrade Licenses for IPIVR and Queue and

Transfer customers .......................................................................................... 35 3.3 Ordering Examples for Production CVP Systems ........................................................... 36

3.3.1 Example 1 – CVP co-resident Call Server+VXML Servers and Unified CCE agents ordering Use Case ........................................................... 36

3.3.2 Example 2 – CVP Stand-alone Ordering Use Case .......................................... 37 3.4 CVP Licenses Fulfillment/ Distribution ............................................................................. 37

3.4.1 CVP Unified Call Studio License Fulfillment ...................................................... 38 3.4.2 CVP Unified Call Server License Fulfillment ...................................................... 38 3.4.3 CVP Unified VXML Server License Fulfillment .................................................. 39 3.4.4 CVP Unified Reporting Server License Fulfillment ............................................ 39 3.4.5 Unified CVP Call Director Server License Fulfillment ........................................ 40 3.4.6 Summary of CVP License Fulfillment ................................................................ 40

3.5 Non-CVP Components Licensing .................................................................................... 41 3.5.1 ASR/TTS Licensing ........................................................................................... 41 3.5.2 IOS Gateway Licensing ..................................................................................... 43

4. Cisco Unified Contact Center Express (Unified CCX) ............................................................... 45 4.1 Cisco’s Configuration and Pricing Tools .......................................................................... 45 4.2 Overview of End of Life and End of Sale Status for Cisco Unified CCX Versions ........... 45 4.3 Overview of Cisco Unified CCX Licensing ....................................................................... 45

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4.3.1 Server vs. Seat licenses .................................................................................... 45 4.3.2 Port licenses ...................................................................................................... 46 4.3.3 Node Locked vs. Non Node Locked Server Software Licenses ........................ 46 4.3.4 Concurrent vs. Named User (seat) Licenses ..................................................... 46 4.3.5 Concurrent Outbound IVR Licenses .................................................................. 46 4.3.6 Finesse Recording Licenses .............................................................................. 46 4.3.7 Concurrent licenses apply to logged in users. Different individuals

may share a Unified CCX Workforce Management ......................................... 47 4.3.8 Unified CCX Compliance Recording (CR), Quality Manager

(QM), Advanced Quality Manager (AQM) ........................................................ 47 4.3.9 Unified CCX Inbound Voice High Availability (HA) Server

Software Licensing ........................................................................................... 47 4.3.10 License downgrades, distributes, splits and merges ......................................... 48

4.4 Supported Upgrade Paths ............................................................................................... 48 4.4.1 Upgrading Unified CCX Licenses Using ESW and/or UCSS ............................. 50 4.4.2 Upgrading Unified CCX Licenses Using Purchased Product IDs ...................... 50

4.5 Migrating from Cisco Unified CCX to Cisco Unified Contact Center Enterprise (CCE) or vice versa ........................................................................................................ 50

4.6 Cisco Unified CCX 10.0 ................................................................................................... 50 4.6.1 General information ........................................................................................... 50 4.6.2 Ordering New Systems ...................................................................................... 52 4.6.3 Ordering ADDONs to Existing Systems ............................................................. 54 4.6.4 Ordering release upgrades with an ESW or UCSS contract ............................. 55 4.6.5 A-la-carte Upgrades ........................................................................................... 57 4.6.6 WFO and WFM Upgrades ................................................................................. 61 4.6.7 Unified CCX Promotional Bundle ....................................................................... 63 4.6.8 Non-production licenses .................................................................................... 64 4.6.9 Nuance Speech Solutions with Cisco Unified Contact Center

Express and Unified IP IVR .............................................................................. 64 4.7 Cisco Unified CCX 9.0 ..................................................................................................... 65

4.7.1 General information ........................................................................................... 65 4.7.2 Ordering New Systems ...................................................................................... 66 4.7.3 Ordering ADDONs to Existing Systems ............................................................. 69 4.7.4 Ordering release upgrades with an ESW or UCSS contract ............................. 71 4.7.5 A-la-carte Upgrades ........................................................................................... 73 4.7.6 WFO and WFM Upgrades ................................................................................. 80 4.7.7 Unified CCX Promotional Bundle ....................................................................... 83 4.7.8 New and Add On Product IDs When Ordering from Cisco

Wholesale Distribution Partners ....................................................................... 84 4.7.9 Non-production licenses .................................................................................... 85 4.7.10 Nuance Speech Solutions with Cisco Unified Contact Center

Express and Unified IP IVR .............................................................................. 86 4.8 Cisco Unified CCX 8.5 ..................................................................................................... 87

4.8.1 General information ........................................................................................... 87 4.8.2 Ordering New Systems ...................................................................................... 88 4.8.3 Ordering ADDONs to Existing Systems ............................................................. 91

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4.8.4 Ordering release upgrades with an ESW or UCSS contract ............................. 94 4.8.5 A-la-carte Upgrades ........................................................................................... 96 4.8.6 UCCX Promotional Bundle .............................................................................. 104 4.8.7 New and Add On Product IDs When Ordering from Cisco

Wholesale Distribution Partners ..................................................................... 106 4.8.8 Non-production licenses .................................................................................. 108

4.9 Cisco Unified CCX 8.0 and earlier releases .................................................................. 108 5. Cisco Unified Contact Center Enterprise (Unified CCE) ......................................................... 109

5.1 Overview of Unified CCE Licensing ............................................................................... 109 5.1.1 Primary Unified CCE Licensing ....................................................................... 109 5.1.2 Additional Unified CCE Licenses and Components ........................................ 125

5.2 Ordering New Unified CCE System and Add-On Licenses ........................................... 127 5.2.1 Ordering CCE Agent licenses for voice applications ....................................... 128 5.2.2 Ordering New Unified EIM and Unified WIM System and Add-On

Licenses ......................................................................................................... 129 5.2.3 Ordering CCE Blended Agent licenses for voice, email, and web

collaboration ................................................................................................... 130 5.3 Upgrades ....................................................................................................................... 131

5.3.1 Upgrades of CCE Agent licenses .................................................................... 131 5.3.2 Customer Collaboration Upgrade Offer ........................................................... 133 5.3.3 Migrations from Cisco Unified ICM to Contact Center Enterprise .................... 134 5.3.4 Migrations from Cisco Unified Contact Center Express to Contact

Center Enterprise ........................................................................................... 134 5.3.5 Upgrades for Unified E-Mail Interaction Manager and Unified

Web Interaction Manager ............................................................................... 135 5.4 Migration from Previous Licensing Methods .................................................................. 136 5.5 Non-Production Systems ............................................................................................... 137 5.6 Product Number Summary Table for Unified CCE Product Numbers ........................... 137

6. Cisco Packaged Contact Center Enterprise (Packaged CCE) ................................................ 143 6.1 About Packaged CCE .................................................................................................... 143 6.2 Overview of Packaged CCE Ordering and Licensing .................................................... 143

6.2.1 Required Packaged CCE Licenses ................................................................. 144 6.2.2 Optional Packaged CCE Licenses ................................................................... 146

6.3 Optional Features Licenses ........................................................................................... 147 6.4 Add-On Licenses ........................................................................................................... 148

6.4.1 Additional Agents ............................................................................................. 148 6.5 Migration Options .......................................................................................................... 149

6.5.1 From Unified CCX to Packaged CCE or vice-versa ........................................ 149 6.5.2 From Unified CCE to Packaged CCE .............................................................. 149 6.5.3 From Packaged CCE to Unified CCE .............................................................. 149

7. Cisco Finesse .......................................................................................................................... 151 7.1 Cisco Finesse for Unified CCE customers .................................................................... 151

8. Cisco SocialMiner .................................................................................................................... 152 8.1 SocialMiner for Unified CCX customers ........................................................................ 152 8.2 SocialMiner for Unified CCE customers ........................................................................ 152 8.3 Standalone SocialMiner ................................................................................................. 153

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8.4 SocialMiner Non-Production Suites ............................................................................... 153 9. Cisco Unified ICM Enterprise (Unified ICME) .......................................................................... 154

9.1 Overview of Unified ICME Licensing ............................................................................. 154 9.1.1 Primary Unified ICME Licenses ....................................................................... 154 9.1.2 Additional Unified ICME Licenses and Components ....................................... 160 9.1.3 Special Unified ICME Deployment Cases ....................................................... 161

9.2 Ordering New Unified ICME Systems and Add On Licenses ........................................ 162 9.3 Upgrades and Migrations .............................................................................................. 164 9.4 Migration from Previous Licensing Methods .................................................................. 164 9.5 Non-Production Systems ............................................................................................... 165 9.6 Product Number Summary Table for Unified ICME Product Numbers .......................... 166

10. Cisco Unified IP IVR ................................................................................................................ 169 10.1 Overview of Unified IP IVR Licenses ............................................................................. 169

10.1.1 Types of Unified IP IVR Licensing ................................................................... 169 10.2 Upgrading To a Later Cisco Unified IP IVR Release ..................................................... 169

10.2.1 Upgrading Cisco Unified IP IVR to a Later Release Using Purchased Product IDs .................................................................................. 169

10.2.2 Upgrading Cisco Unified IP IVR to a Later Release Using ESW and/or UCCS .................................................................................................. 170

10.3 Ordering Unified IP IVR 10.0 production Licenses ........................................................ 170 10.3.1 Ordering Unified IP IVR Not for Resale (NFR) Licenses ................................. 170 10.3.2 Ordering Customer Non-Production Systems ................................................. 170 10.3.3 Upgrading to Unified IP IVR 10.0 Licenses from a Previous IP

IVR Release ................................................................................................... 170 10.3.4 Product ID Summary Table for Unified IP IVR Product IDs ............................. 171

10.4 Ordering Unified IP IVR 9.0 production Licenses .......................................................... 172 10.4.1 Ordering New and Add On from Cisco Distribution Partners ........................... 172 10.4.2 Ordering Unified IP IVR Not for Resale (NFR) Licenses ................................. 173 10.4.3 Ordering Customer Non-Production Systems ................................................. 173 10.4.4 Upgrading to Unified IP IVR 9.0 Licenses from a Previous IP IVR

Release .......................................................................................................... 173 10.4.5 Product ID Summary Table for Unified IP IVR Product IDs ............................. 173

10.5 Ordering Unified IP IVR 8.5 production Licenses .......................................................... 177 10.5.1 Ordering New and Add On from Cisco Distribution Partners ........................... 177 10.5.2 Ordering Unified IP IVR Not for Resale (NFR) Licenses ................................. 177 10.5.3 Ordering Customer Non-Production Systems ................................................. 177 10.5.4 Upgrading to Unified IP IVR 8.5 Licenses from a Previous IP IVR

Release .......................................................................................................... 177 10.5.5 Product ID Summary Table for Unified IP IVR Product IDs ............................. 178

11. Cisco MediaSense .................................................................................................................. 182 11.1 MediaSense Ordering and Pricing Information: ............................................................. 182 11.2 Ordering MediaSense 10.x ............................................................................................ 182

11.2.1 MediaSense 10.x Component Information ...................................................... 183 11.2.2 Not For Production Systems ............................................................................ 184 11.2.3 MediaSense 10.x Product number summary tables ........................................ 185

11.3 Ordering MediaSense 9.x and 8.x ................................................................................. 185

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11.3.1 MediaSense Component Information .............................................................. 186 11.3.2 Not-for-Production Systems ............................................................................. 187 11.3.3 Product number summary tables ..................................................................... 187

11.4 Ordering Examples for Production MediaSense Systems ............................................. 188 11.4.1 Example 1 –Customer requires 500 concurrent audio recordings

and high availability - Ordering Use Case ...................................................... 188 11.4.2 Example 2 –Customer requiring 50 additional concurrent audio

recordings - Ordering Use Case ................................................................... 189 11.5 MediaSense Licenses Fulfillment/ Distribution .............................................................. 189 11.6 Calabrio Search & Play and Quality Management Solutions for Cisco MediaSense

through Cisco SolutionsPlus ......................................................................................... 189 11.7 NICE Interaction Management Suite for Cisco MediaSense through Cisco

SolutionsPlus ................................................................................................................ 190 12. Cisco Unified Computing Systems (UCS) ............................................................................... 193 13. Cisco Media Convergence Servers (MCS), Windows Server 2003 Operating Systems

and SQL Server 2005 .............................................................................................................. 194 13.1 Part Numbers ................................................................................................................ 194

14. Cisco Unified Intelligence Center ............................................................................................ 195 14.1 Release 9 and 10.0 Intelligence Center Ordering ......................................................... 195

14.1.1 Production System Software ........................................................................... 195 14.1.2 Not-for-Production Systems, Not-for-Resale and Evaluation Kits ................... 196 14.1.3 Upgrades from previous versions .................................................................... 197

15. Customer Contact SolutionsPlus Product Overview ............................................................... 198 16. Cisco Unified Communications Software Subscription ........................................................... 199 17. Cisco Services ......................................................................................................................... 200

17.1 Cisco Unified Communications Services ....................................................................... 200 17.2 Cisco Unified Communications Services—Tools for Quoting and Ordering .................. 200

17.2.1 Cisco Service Contract Center ........................................................................ 200 18. Cisco Capital Financing ........................................................................................................... 201

18.1 Removing Sales Barriers: .............................................................................................. 201 18.2 Tips for Taking Advantage of Financing to Accelerate and Close More Business: ....... 201 18.3 For more information about Cisco Capital Financing, visit: ........................................... 201

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1. Introduction 1.1 Purpose, Audience and Scope

This document describes the pricing and packaging structure and ordering for Cisco® Unified Customer Voice Portal (Unified CVP), Unified Contact Center Express (Unified CCX), Unified Contact Center Enterprise (Unified CCE), Unified ICM Enterprise (Unified ICME), Unified Intelligence Center, Unified IP IVR, Unified E-Mail Interaction Manager (Unified EIM) and Unified Web Interaction Manager (Unified WIM) as part of Cisco Unified Communications System Release 6.0.

For information on Unified Contact Center Hosted (Unified CCH), Unified ICM Hosted (Unified ICMH) please send inquiry to [email protected].

Note: Cisco retains the right to make changes to this ordering guide under the terms and conditions of your Cisco software contract.

Audience—Cisco field and Cisco Unified Communications specialized channel partners

Scope—This ordering guide describes the pricing and ordering for the following products:

● Unified Customer Voice Portal

● Unified Contact Center Express

● Unified Contact Center Enterprise

● Unified ICM Enterprise

● Unified Intelligence Center

● Unified IP IVR

● Unified E-Mail Interaction Manager

● Unified Web Interaction Manager

● MediaSense

For more detailed information about Cisco Contact Center products, select the Customer Collaboration product on cisco.com that you are interested in here http://www.cisco.com/en/US/partner/products/sw/voicesw/index.html, and click ‘Ordering’. For example, this is the Contact Center Enterprise ordering page: http://www.cisco.com/en/US/partner/products/sw/custcosw/ps1844/index.html.

1.2 Ordering and Quoting Tools

The Cisco Unified Communications Sizing Tool (CUCST) assists users with hardware sizing of large or complex Unified Communications solutions by calculating the call processing requirements for Unified Communications products that have a major impact on performance and scalability. For additional information about CUCST, go to: http://tools.cisco.com/cucst

QuoteBuilder is a Commercial solutions quoting application that enables specialized channel partners to build a system quote for Security, Wireless and Unified

Ordering Guide



Communications with:

● Products, required modules, and software

● Auto-derived services based on products and installed-site location

● Customized leasing options from Cisco Capital, where available

● Design documentation

For additional information about QuoteBuilder, go to: www.cisco.com/go/quotebuilder

Currently, none of the Contact Center products are supported in QuoteBuilder. Note that Unified CCX uses the CUCST.

Cisco Configuration Tool is part of the suite of Internet Commerce Tools for managing online ordering of Cisco products. It enables you to configure products and view lead times and prices for each selection. It also allows you to view lead-time and price changes under a variety of price lists and service contract terms. You can then save, print, e-mail, and download your configurations. Cisco Configuration Tool is also known as Dynamic Configuration Tool (DCT).

The Cisco.com (with password required) version of Cisco Configuration Tool is located at: http://www.cisco.com/en/US/partner/ordering/index.shtml

All of the Contact Center products are supported by the Cisco Configuration Tool.

Cisco Service Contract Center is an integrated solution that makes it easy for Cisco service sales teams and partners to manage and grow their service business, profitably. It will:

● Quote and book your service orders and manage your service contracts and renewals all with one simple, easy-to-use solution.

● Spend less time solving administrative problems, searching for opportunities, and creating quotes.

● Spend more time growing your business using data you can trust; you don’t need to spend time fixing or verifying data.

● Enable you to create and proactively manage your contracts.

Here is the URL link: http://wwwin.cisco.com/CustAdv/globalops/wwsso/service.shtml

Product/Business Unit Specific Pricing/Ordering Tool For more information about ordering and also access to configuration tools please visit the Assessment to Quality (A2Q) for Contact Center website at the following URL link: http://www.cisco.com/en/US/partner/products/sw/custcosw/ps1846/prod_how_to_order.html.

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1.3 Change history

This table provides a brief overview of the major changes in the versions of this guide.

Publication date Major changes compared to previous release

Oct 10, 2013 • Added release 10.0 content

Aug 22, 2013 • Updated prices for 13 eGain SolutionsPlus SKUs • Added eGain SolutionsPlus support for Package CCE

Aug 2, 2013 • Added two new bundle SKUs to eGain SolutionsPlus

July 11, 2013 • Extension to Upgrade Customer Collaboration Promotion

May 13, 2013 • Modifications to CCE, CUIC and CVP sections to reflect that CVP and CUIC licenses are now included in the IPCE-NPSENT-CP bundle.

• Removed UCCH and ICMH sections, referred interested parties to send email to ask-hcs-CC mailer for ordering information on these products

• Added eGain SolutionsPlus.

• MCS Server section had been updated to reflect EOL. Feb 26, 2013 • Added clarification of new vs. add-on seats for

Bucher+Suter CRM Connectors through SolutionsPlus Jan 29, 2013 • Changed Blended Agent License rules for Packaged CCE

• Fixed typo in CUIC NFR license section

• Added details on server requirements for Calabrio SolutionsPlus

• Added Bucher+Suter CRM Connectors through SolutionsPlus

• Added note to clarify that MediaSense SolutionsPlus offerings are only available with Cisco MediaSense

December 6, 2012 • Clarified CCX Web Chat licensing and ordering

• Added EIM-WIM 9.0 SKUs

• Added MediaSense 9.0 SKUs October 29, 2012 • Updated MediaSense 8.5 and 9.0 SKUs

September 6, 2012 • Updated Unified Intelligence Center section to incorporate new non-release specific SKUs

• Removed stale references to EOLed CRM Connectors July 11, 2012 • Added section on NICE SolutionsPlus

• Updated Outbound ordering information for Packaged CCE • CVP 9.0 Added • Nuance S+ product codes updated

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June 1, 2012 • Added an overview of SolutionsPlus products in chapter 15 • Removed Intelligence Suite ordering information • Removed references to WebView • Added system release 9.0 ordering information for all

applicable products. Remove End of Sales release ordering info.

• Removed SFDC, MSFT, and PeopleSoft CRM Connectors that are End of Sales

April 25, 2012 • Added section on Calabrio SolutionsPlus

April 3, 2012 • Updated SocialMiner ordering information to include IPCE-BUNDLE and IPCE-SVR-ADDON product numbers

• Added chapter on Packaged CCE • Removed section on System Contact Center Enterprise

and Expert Advisor • Updated CCE Blended Agent information • Updated ALI Solutions (formerly known as ‘Austin

Logistics’) ordering information Dec 20, 2011 • Updated UCCE and UCCH Agent Desktop Ordering

Information • Clarified Intelligence Center ordering for cluster licensing

and lab licensing • Added section on Cisco Finesse • Simplified the ordering of seat licenses by removing

unnecessary SKUs Sep 20, 2011 • Replaced CCX 8.5 section with new, updated information

• Added CVP-NUANCE - Solutions plus for Nuance ASR & TTS

• Updated details for ICM to CCE migration promotion Aug 19, 2011 • Fixed MediaSense NFR and NPS SKUs

• Updated information for MediaSense recording license • Removed Unified CCX 8.5 ordering information and added

links to new Unified CCX 8.5 ordering guide April 27, 2011 • Added Customer Collaboration Upgrade Offer for CCE and

CVP • Revised E-Mail Interaction Manager and Web Interaction

Manager sections under ICME, ICMH and CCH chapters • Updated CUIC ordering information to include more

detailed upgrade ordering instructions and clarify licensing • Migrations from CAD PRE to/from CTI-OS are free

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Feb 23, 2011 • Modified MediaSense SKU table by associating UCSS SKUs with the base license, not the audio and video license.

• Modified rule to say the quantity of audio and video recording license should add up to the quantity of base license.

• Clarified ordering examples in section 11.3 December 13, 2010 • Added information on new ICM to CCE migration

promotion • Added Cisco SocialMiner • Added final Unified CCX 8.5 updates

October 25, 2010 • Added System Release 8.5 ordering information • Added clarification on total discounts for CCX to CCE

migration promo • Added notes in CCE and ICM sections regarding WebView

obsolescence in 8.5 • Added new section on Cisco MediaSense • Added upgrade SKU information to CUIC section

July 6, 2010 • Added Unified CCE Blended Agent license for Voice, E-Mail, and Web Collaboration

• Revised E-Mail Interaction Manager and Web Interaction Manager sections under Unified CCE chapter

June 9, 2010 • Added UCS section • Update CUP ordering section

April 20, 2010 • Provided updated to CUP ordering with CVP • Updated ordering info on CCX 8.0 WFO options • Updated CUIC NFR kit information • Updated Exony VIM section

March 26, 2010 • Added CVP 8.0 pricing • Removed Universal Edition and CVP 4.1 pricing

information March 23, 2010 • Modified Exony VIM section to reflect additional and

changed SKU items • Updated CUIS/CUIC section to include information for

ordering Cisco Unified Intelligence Center 8 March 17, 2010 • Updated requirements for DLUs and UCL (User Connect

Licensing) in the CCE and CCH Outbound sections. March 11, 2010 • Updates for Unified Communications Release 8.0

• Replaced references to SS7 Hardware Cards with the new Sigtran SS7 software solution

• Removed custom NICs and NIC modifications as they are no longer offered to customers

• Removed IP IVR 5.0 orderability information as 5.0 has reached End of Life

• Removed 3rd Party PGs which are End of Life

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January 8, 2010 • Added ordering information for Microsoft Windows Server 2003 and Microsoft SQL Server 2005

• Changed Chapter 10 title to “Media Convergence Servers (MCS), Windows Server 2003 Operating Systems and SQL Server 2005”

• Corrected errors in CRM Connector migration licenses for ICM

September 29, 2009 • Added MCS Portsmouth (7835s, 7845s I3 models) • Added UCSS for EIM and WIM • Removed this from CCH section “Note that Siebel does not

support Mobile Agent“ August 28, 2009 • Changed Exony VIM prices and names to reflect changes

to be implemented in price book in Q1 • Added Compliance Recording Option for CCX 7.0

Standard, Enhanced and Premium • Removing EOL/EOS CCX release 4.1 • Removing information on NEW system ordering from CCX

5.0 section; CCX 5.0 Addon and DIFF upgrades will remain orderable for one year post EOS.

• CCX miscellaneous minor corrections • Removed EIM-WIM for CCX as this product is end of sale

per Aug 21, 2009. June 22, 2009 • Added Cisco Unified Intelligence Suite Large Archiver

external disk ordering information • Added clarifications to Cisco Unified Intelligence Suite

licensing

May 12, 2009

• Clarified ATP requirements for Expert Advisor. • Clarified use of redundant ports for CVP. Added

information on upgrades • Removed GED-125 from the ICMH-NIC License in section

8.1.1.3 • Added EIM-WIM NFR Kits.

February 3, 2009 • IPIVR 4.0 can upgrade to 6.0, not 4.5 version • Removed Customer Voice Portal and Expert Advisor

OnDemand references due to program restrictions • Added Customer Voice Portal licensing reference to PAK

Codes and licensing URL • Corrected typos and added information for hosted in CUIS

section December 10, 2008 • Added top-level SKU information for Cisco Unified

Intelligence Suite • Added new 7816 and 7825 MCS Servers

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November 12, 2008 • Changed CCE, CCH, CCX, IP IVR, ICME and ICMH UCSS SKU references to reflect new quantity 1 SKUs

• Corrected UCSS for CCX Standard pricing • Removed ICME/ICMH Avaya-based Outbound Option

pricing due to EOS • Clarified Austin Logistics ordering information

September 8, 2008 • Added new section for Cisco Unified Expert Advisor • Correct CVP OnDemand product code errors

August 8, 2008 • Updated MCS Servers to include the 146 GB drives and Quad Core machines.

• Added new section for Customer Voice Portal End of Sale/End of Life Overview

• Added new section for Customer Voice Portal Licensing, which was removed from CVP 7.X SRND and inserted into this publication

• Added new section for Customer Voice Portal On Demand • Added new section for Unified Intelligence Suite

June 30, 2008 • Added IPIVR 7.0 ordering information • Added CCX 7.0 ordering information • Updated End-Of-Sale informational notices for CVP 3.1

and 4.0 • Added new Remote Silent Monitoring feature of CCE and

CCH • Clarified SCCE All-In-One Ordering Bundle description

April 16, 2008 • Added the CCX to CCE migration Program (section 5.3.3) • Added SCCE All-In-One Ordering Bundle description • Clarified DLU licensing requirements for CCE and CCH

Outbound • Added GED-125 to the ICMH-NIC License in section

8.1.1.3

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February 11, 2008 • Added CRM Connectors pricing • Changed the IP IVR UCSS pricing • CVP

o Deleted Ordering Examples from CVP Sections due to complexity and confusion. Please reference the CVP SRND for configuration and ordering examples.

o Added section on CVP 7.0 Release o Added section on upgrading from CVP Universal

Edition (Studio 5.2/Call Services 3.6) to CVP Universal Edition 6.0

o Clarified section on ordering upgrade from CVP 4.0 to CVP 4.1

• Remove Informiam Solutions Plus products from the price list

• Clarification on which SKUs include CCMP and how to upgrade agents for use with CCMP

November 20, 2007 • Add Exony VIM Analytics Solutions Plus pricing • Reduce pricing on Informiam Call Analyzer • Remove Informiam SKUs for ICM. All product sales will be

reflected under the IPCC product family. • Clarified licensing of Mobile Agent for CCE/H • Added CVP Reporting Server Licenses, updated port

counts to NPS, NFR and EVAL kits for CVP 4.1, Universal Edition 6.0 and CVP 4.0

• Extended CVP and UE EVAL kits to 90 days from 60 days • Clarified use of CVP NPS, NFR, Evaluation Kits and use of

Call Studio for all CVP and Universal Edition Releases • Removed Audium name where appropriate in favor of new

Cisco product names • Clarified that CVP Call Studio, UE Release 5.2 and Call

Services, UE Release 3.6 media is part of CVP 4.1/UE 6.0 media.

• Clarified when to order CVP Call Studio/Call Services, UE Release 6.0 versus Call Studio, UE Release 5.2 and Call Services, UE Release 3.6 with respect to voice browsers, operating systems, and application servers.

• Corrected EVIP support on CVP as EVIP Release 10

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October 31, 2007 • Clarified 3rd Party IVR Port license tiering • Added Austin Logistics SolutionsPlus SKUs. • Added Operate Service SKU for Outbound in CCE

Summary Table. • Clarified NIC availability and pricing for ICM Enterprise • Removed Cisco Email Manager and Web Collaboration

Option, which have gone end of sale • Added differences between basic and advanced versions

of Unified E-Mail Interaction Manager (EIM) and Web Interaction Manager (WIM) for Unified CCX.

• Clarified that Unified EIM and WIM require separate servers and that Windows 2003 Server and Microsoft SQL Server must be purchased separately.

• Added Customer Voice Portal 4.1 ordering information • Added Customer Voice Portal, Universal Edition 6.0

ordering information • Updated for product and component name changes to Call

Studio and VXML Server • Clarified various items in CVP 4.0 section for better

ordering understanding October 10, 2007 • CCX and IPIVR 6.0 were added.

October 1, 2007 • Add CCE and CCH migration SKUs from CAD to CTI Toolkit Premium Agent and v.v.

August 24, 2007 • Added information about the promotional offer to migrate from ICM to Contact Center Enterprise or Hosted

• Clarified the requirements for ICM PG ordering with ARI Agent licenses for use with third-party ARI gateways

• Added support pricing and product code for new ICM that was added on June 21, 2007.

• Removed references to IP QueueManager as it is nearing end of sale

• Reflected price change in essential operate services on IPCE-SVR

August 6, 2007 • Updated The CCE Premium Agent Section and associated tables to reflect the new CCE Premium Agent pricing and packaging (includes CCMP) effective August 1st, 2007.

June 21, 2007 • Updated ICM Enterprise and Hosted pricing to reflect new pricing and packaging

• Added new CCH pricing and packaging; replaced Starterpack and CPS with new CCH Server and CVP options

Ordering Guide




June 6, 2007 • Added Workforce optimization products (QM & WFM) to the CCX section

• Added non-UC 6.0 system release products and versions, so that the guide now covers all current CCBU products:

o CVP 3.1 o CCX 4.1 o CCX 5.0 Quality Management and Work Force

Management o IP-IVR 4.1

• Updated MCS Server section with new server versions • Added Informiam Solutions Plus product

January 15, 2007 Initial version

Ordering Guide



2. Tips for Using This Ordering Guide There are several tips that can help you use this ordering guide effectively and simplify the quoting and ordering of Cisco Customer Contact Center products.

Each product line has its own chapter in the ordering guide (click on the link to jump there):

Chapter Product

Unified Customer Voice Portal

Unified Contact Center Express

Unified Contact Center Enterprise

Unified ICM Enterprise

Unified Intelligence Center

Unified IP IVR

Cisco Media Convergence Servers (MCS), Windows Server 2003 OS and SQL Server 2005

The chapters on Enterprise and CVP are divided into four subsections:

● Licensing: contains all information required to generate a quote for a customer.

● Ordering: contains information on actually entering the order in to the Cisco ordering tool.

● Product numbering summary: contains a summary table with all product numbers, Cisco Unified Communications Software Subscription and the related maintenance items.

● Migration information: information on how the current licensing model maps into the previous licensing model.

General inquires about pricing may be sent to [email protected]

For Questions on Unified ICMH and Unified UCCH, please send inquiries to [email protected]

Ordering Guide



3. Cisco Unified Customer Voice Portal (Unified CVP)

This section provides licensing and ordering information for Unified Customer Voice Portal. Please note that there are several versions of Unified CVP, so please read this section in its entirety. Unified CVP 10.0 is the latest release, which supports the Unified Communications 10.0 system release, and offers significant new capabilities such as REST APIs for simplified administration, Support for a-law and Specification based

3.1 Overview of End of Sale and End of Life Status for Cisco Unified Customer Voice Portal Versions

The Cisco Unified Customer Voice Portal family has the following versions that are considered current and shipping:

• CVP 10.0

• CVP 9.0

• CVP 8.5

• Call Studio 10.0

• Call Studio 9.0

• Call Studio 8.5

Cisco recommends that customers currently considering new deployments choose version 10.0.

Note: CVP 8.5 has started the End-Of-Sale process and will no longer be available for sale after June 2014.

For all other versions of Customer Voice Portal and Call Studio the End-of-Sale/End-of-Life dates are announced publicly here: http://www.cisco.com/en/US/products/sw/custcosw/ps1006/prod_eol_notices_list.html.

We introduced E-Delivery from CVP 8.5 onwards. With E-Delivery, customers can fulfill licenses electronically without waiting for Product Authorization keys to be shipped. E-Delivery licenses and ordering is identical – with the addition of an “R- or L-“added as a prefix to the part numbers. This is applicable to 8.x and 9.x SKUs.

From CVP 10.0 onwards, you will find an option of ordering electronically or physical delivery for each SKU in the CCW.

3.2 CVP Ordering and Pricing Information:

Customers ordering can select the various following components when ordering the product:

● CVP Ports. This component is the number of CVP Ports (non-Redundant) required, which is the total number of simultaneous voice and video sessions that require self-service (with the VXML Server) or queuing.

● Redundant CVP Ports. This is the number of Redundant CVP ports required. The redundant ports are purchased individually, not by the server. Customers

Ordering Guide



may order up to 100% redundant ports.

● Call Director Servers. A Call Director server license provides call control for non Unified Contact Center solutions. Call Director licensing is by server, with the number of sessions being limited by the capacity available on the server. Please note that Call Director Server licenses are required only for non Unified Contact Center ACDs and other devices front-ended by an egress gateway. They are not required for terminating calls to Cisco Unified Contact Center Enterprise.

● CVP Server-SW licenses. A CVP Server-SW license is required for each server that any of the following reside on: CVP ports, redundant ports, or Call Director software.

● Call Studio Licenses. A license for each machine where a developer is developing CVP Self Service applications is required. This is typically at least 1 per CVP deployment, and these are for developer machines not server machines, so be diligent in determining the number of developer machines developing CVP applications and order an equal number of Call Studio seat licenses.

All Unified CVP systems will ship with the Operations Console. Online Ordering of Unified CVP is available as configurable part numbers using Cisco’s online ordering tools (e.g. Dynamic Ordering Tool or Multi-Line Ordering Tool). To order the product, most core Unified CVP options are available using the part number CVP-10.x for CVP 10.0, CVP-9.X for the CVP 9.0 version, and CVP-8.X for CVP .80 and CVP 8.5 versions. The online ordering tool provides all CVP ordering options for each component of the CVP system.

CVP Top level Part numbers:

Product Numbers Description List Price ($US)

CVP-10.X CVP 10.0 Top Level Part Number N/A

R-CVP-9.X CVP 9.0 Top Level Part Number E-Delivery of license and media

N/A

CVP-9.X CVP 9.0 Top Level Part Number physical delivery of license and media

N/A

L-CVP-8.X CVP 8.0/8.5 Top Level Part Number E-Delivery of license and physical delivery of media

N/A

CVP-8.X CVP 8.0/8.5 Top Level Part Number physical delivery of license and media

N/A

After selecting the top-level part number, one will be able to order the following parts:

● Server software

● Ports

● Redundant port licenses

Additional information about each component is available in the sections below; however, for ease of ordering, start by ordering the top-level part number here and then configure it.

Call Studio licenses must be ordered separately.

Ordering Guide



3.2.1 Unified CVP Component Information

The part numbers listed below provide ordering information for each CVP orderable part.

3.2.1.1 CVP Servers

CVP Server licenses are required for every server that CVP execution software will reside on. This includes servers that host the CVP Server functionality, VXML Server and Call Director software. The Call Studio, Report Server, Test Servers, Evaluation kits, Not-for-production, and NFR kits do not require a server license.

Please note that a server license is required for every system that is providing Call Director, VXML Server, or queuing capabilities. Therefore, while a Unified Contact Center Enterprise customer does not require Call Director licenses, they often do use the call control capabilities and will require CVP Server Software for the systems that are providing the SIP call control.

Server part number information:


CVP-10-SERVER-SW CVP 10.0 Server Software $200




3.2.1.2 CVP Ports and Redundant Ports

This is the main component of CVP. CVP Ports provide the queuing and self-service capabilities of CVP. Each CVP port license provides a user with the ability to provide self-service or queuing for one call, followed by one transfer (any type of transfer supported by CVP). If a customer will have X number of calls being queued and Y number of calls receiving self-service treatment, one must order a minimum of X+Y ports to ensure sufficient ports are ordered.

Redundant ports are available to allow redundancy on separate servers. While redundant ports are operational at all times, the primary purpose of redundant ports is to help ensure no loss of service. The redundant ports should not be considered available for known high port utilization periods therefore, at a given point in time number of ports used must not be more than the primary ports.

Video calls are treated and sized the same as traditional audio calls for the purpose of port licensing.

Ordering notes:

● When ordering more than 499 ports, the part numbers CVP-10X-M500-PT /CVP-9X-M500-PT /CVP-8X-M500-PT and CVP-10X-M500-RDPT /CVP-9X-M500-RDPT/CVP-8X-M500-REDPT provide a lower price point. These part numbers may be used for the order of any number of ports greater than 499, and do not require orders in increments of 500s (e.g. 510 ports can be ordered). This tiered pricing is available only when 500 or more ports are purchased at the same time.

Ordering Guide



● One license provides either queuing or self-service support for one call. One license does not provide queuing for one call, and simultaneous self-service for a second call.

● Customers cannot order redundant ports more than the number of production ports.

● If your company is considering Cisco Unified Communications in a Public Safety Answering Point (PSAP) or equivalent emergency services environment, please contact [email protected] prior to purchase or deployment.

CVP Ports part number information:


CVP-10X-PTS CVP 10.0 Port License $750

CVP-10X-M500-PT CVP 10.0 Pt License Min 500 Ports $640

CVP-10X-REDPT CVP 10.0 Redundant ports $188

CVP-10X-M500-RDPT CVP 10.0 Redundant Port License Min 500 $160




CVP-9X-M500-RDPT CVP 9.0 Redundant Port License Min 500 $160

L-CVP-8X-PTS CVP 8.0 Port License E Delivery $750

L-CVP-8X-M500-PT CVP 8.0 Pt License Min 500 Ports E Delivery $640

L-CVP-8X-REDPT CVP 8.0 Redundant ports E Delivery $188

L-CVP-8X-M500-REDPT CVP 8.0 Redundant Port License Min 500 E Delivery $160




CVP-8X-M500-REDPT CVP 8.0 Redundant Port License Min 500 $160

3.2.1.3 Unified Call Studio

A license is required for each developer machine (typically customer-provided) where a developer is developing self-service applications to run on VXML Server. This is typically at least 1 per CVP deployment, and these are for developer machines not server machines, so be diligent in determining the number of developer machines developing CVP applications and order an equal number of seat licenses. Even though Call Studio is used by developers, a full license must be purchased by any partner or customer in order to develop applications for use on production systems. For this software only, the term “production use” means “use for development” and “use for production” for any type of application.

Call Studio is developer (user) software intended to run separately from VXML Server and Call Server, therefore Server licenses are not required for machines running Call Studio. Call Studio is supported only on Windows client software (Windows XP, 7 and 2008). Please note that it should not be run in a virtual environment where a single instance of application is used by multiple users.

Ordering Guide



Unified Call Studio part number information:


CVP-STU-10= Call Studio 10.0 $5,500

R-CVP-STU-90= Call Studio 9.0 E Delivery $5,500

CVP-STU-90= Call Studio 9.0 $5,500

L-CVP-STU-85= CVP Studio 8.5 E Delivery $5,500

CVP-STU-85= CVP Studio 8.5 $5,500

3.2.1.4 CVP Call Director Server

CVP Call Director provides the ability to control calls to non Unified Contact Center ACDs and IVRs when CVP is used with an ICM or Unified Contact Center Enterprise Product. The CVP Call Director Server license provides call control for the maximum sessions allowed per a server (For additional ports, combine the packages below to reach the desired amount of simultaneous ports).

CVP Call Director Server part number information:


CVP-10-CC-150= CVP 10.0 Call Director (includes Software Lic for 150 Ports) $40,000




R-CVP-90-CC-150= CVP 9.0 Call Director 150 Ports E Delivery $40,000








L-CVP-85-CC-150= CVP 8.5 Call Director 150 Ports E Delivery $40,000








3.2.1.5 CVP Report Server Licenses

These licenses provide the reporting repository for CVP data. Included with the license is a relational database for querying of data to build reports. The Cisco Unified Intelligence Center client provides the capability to report from data stored in the report server. Two options are available with the Report Server, a ‘standard’ version and a ‘premium’

Ordering Guide



version. The standard version supports a dual processor server and premium supports quad processor server. Please refer CVP installation and upgrade guide for more information.

CVP Report Server part number information:


CVP-10-RPT-STD= CVP 10.0 Report System - Standard $10,000

CVP-10-RPT-PRE= CVP 10.0 Report System - Premium $20,000

R-CVP-90-RPT-STD= CVP 9.0 Report System – Standard E Delivery $10,000

R-CVP-90-RPT-PRE= CVP 9.0 Report System – Premium E Delivery $20,000



L-CVP-85-RPT-STD= CVP 8.5 Report System – Standard E Delivery $10,000

L-CVP-85-RPT-PRE= CVP 8.5 Report System – Premium E Delivery $20,000



3.2.2 Not-for-Production Systems, Not-for-Resale and Evaluation Kits

Not For Production Systems Unified CVP Not-for-Production (NPS) lab systems are for use by CVP customers in a non-production environment. Lab systems provide:

● Server Software License for 1 machine only

● 1000 ports for queuing, transfer and 2000 ports of VXML Server -- all on 1 machine only

● 1 Reporting License

Not-for-Production Systems should be ordered when production calls will not be taken on the system. Typical examples for use are lab systems for use in development, testing, system integration testing, load testing, and so forth. For testing failover and redundant scenarios in lab, multiple NPS licenses should be ordered. Call Studio is not included in this NPS Server and must be purchased separately.

Not-For-Resale Systems

The Not-For-Resale kits are available for Partners. CVP Not-for-Resale (NFR) kits provide partners with 1 system for internal learning and demonstration purposes,

These NFR kits support all CVP functionality, including:

● Server Software for 1 machine

● 1 Call Studio license to be used for non-production application development for 1 machine

● 30 port licenses to be used for internal, non-production purposes only for 1 machine

● 1 Reporting License for 1 machine

These licenses are available through the DART program, as well as orderable through

Ordering Guide



the Cisco ordering system. The NFR kits are not to be used for customer evaluations or by partners for development of customer solutions. Call Studio is considered “production use” when it’s used to develop customer solutions, so a full license must be purchased as a general rule -- even when used by developers. Note that a CVP port license is included in the Contact Center Enterprise System NFR (IPCE-NPSENT-CP).

Evaluation Kit

The CVP Evaluation kit is available for partners to trial a solution at a customer site in order to provide customers with the opportunity to evaluate the solution at their premise. The evaluation kit provides a 90-day license with:

● Server Software for 1 machine

● 30 port licenses for VXML Server, queuing and Call Control for 1 machine

● 1 Studio license for 1 machine

The Evaluation Kit is not to be used by partners or customers for development of production solutions. Call Studio is considered “production use” when it’s used to develop production solutions, so a full license must be purchased as a general rule – even when used by developers.

NFR, NPS and Evaluation part number information:


CVP-10-NPS= CVP 10.0 Not-for-production System $3,995

CVP-10-EVAL= CVP 10.0 Evaluation License (90 days from ship date) $25

CVP-10-NFR= CVP 10.0 Not-For-Resale $100

R-CVP-90-NPS= CVP 9.0 Not-for-production System E Delivery $3,995

R-CVP-90-EVAL= CVP 9.0 Evaluation License (90 days from ship date) E Delivery $25

R-CVP-90-NFR= CVP 9.0 Not-For-Resale E Delivery $100







3.2.3 Upgrades from 7.0 to Unified CVP 8.x/9.x or 10.x

Customers who have Unified Communications Software Subscription for both Call Studio and VXML Server are eligible to upgrade to Unified CVP 8.x/ 9.x/10.x for the equivalent license quantities.

CVP runs on Windows 2008 server from release 9.0 onwards. So customers upgrading from CVP 7.0 to 9.0 or later are required to first upgrade to 8.x and then perform a migration. Please refer CVP installation and upgrade guide for step-by-step guidance on upgrade.

Ordering CVP upgrades via PUT (Product Upgrade Tool):

Ordering Guide



For CVP upgrades, customers should order an upgrade License for the following components:

1) CVP server (Any physical machine running call /VXML server)

2) Reporting Server

3) Lab License (NPS)

4) Call Director

5) Call Studio

Please note that there is no upgrade license required for self-service ports (whether primary or redundant).

The process to upgrade and deploy the CVP license is as below:

1) Login to Product Upgrade Tool (PUT) using valid UCSS contract. Choose the ‘advanced’ option and proceed.

2) Now look for the appropriate release Upgrade licenses (aka PUT licenses e.g. for upgrading to CVP 9.0 choose CVP-90-PRD-UP=)

3) Select the delivery mode (Physical or electronic)

4) Choose the appropriate numbers of CVP upgrade licenses required. (Note: You will need one such license for each machine where CVP Call/VXML server, Reporting server, NPS or a Call director is installed. e.g. If you have 1 call server, 4 VXML servers, 1 reporting server and 1 NPS (lab server), then you should order 7 quantity of CVP-90-PRD-UP= license, if upgrading all these components to release 9.0).

5) When an order is placed on PUT, customer receives PAKs and they can generate licenses on www.cisco.com/go/license.

6) Generate upgrade license using these PAK.

7) After Installing or upgrading the CVP server/reporting server (as the case may be), copy the original license and deploy the upgrade license on top of it. This will allow you to run the server on upgraded software. (Refer “Upgrading a License from an Earlier Release” section in CVP Install and upgrade Guide” for more details.)

3.2.4 Customer Collaboration Upgrade Offer

This section describes the Customer Collaboration Upgrade Offer which is available starting May 4, 2011 until July 27, 2014. This offer is for CVP customers who want to upgrade to an available major release, but do not have a UCSS contract. The offer consists of two parts: attractively priced upgrade licenses, plus a mandatory purchase of a 3-year1 UCSS contract. The Customer Collaboration Upgrade Offer is also available for Contact Center Enterprise (see section 5.3.2).

The upgrade licenses are priced at approximately one-third of the price of a new license. The components for which upgrade licenses are available are:

1 One year UCSS contract allowed for customers who cannot legally buy 3-year contracts.

Ordering Guide



• Ports and redundant ports

• Servers

• Call Control Servers and Sessions

• Studio

The Customer Collaboration Upgrade Offer is ordered through a top-level product code CC-UPG-BUNDLE.

Notes

• CVP 10./9.x/8.x upgrade media is NOT shipped as part of the upgrade SKUs. It needs to be ordered separately.

• All upgrade orders go on New Product Hold and entitlement will be verified before the order is released.

• An ESW contract is mandatory in order to be able to activate the UCSS contract. Without activation no major release media can be downloaded or ordered in the future.

3.2.5 Product number summary tables

This section contains a summary table with all Unified CVP product number and applicable maintenance items.

CVP 10.X Part Numbers


Software Subscription (i)

Product Number List Price ($US)

Unified CVP Top Level Part Number

CVP-10.X CVP 10.X N/A

Unified CVP Ports and redundant Ports

CVP-10-SERVER-SW CVP 10.0 Server Software $200 Not applicable (Included in UCSS order for ports)

CVP-10X-PTS CVP 10.0 Port License $750 UCSS-U-CVP-1-1 $66

CVP-10X-M500-PT CVP 10.0 Pt License Min 500 Ports

$640 UCSS-U-CVP-1-1 $66

CVP-10X-REDPT CVP 10.0 Redundant ports $188 Not applicable (Included in UCSS order for ports)

CVP-10X-M500-RDPT CVP 10.0 Redundant Port License Min 500

$160 Not applicable (Included in UCSS order for ports)

CVP-10X-RED-ADD CVP 10.X Additional Redundant Ports

N/A Not applicable (Included in UCSS order for ports)

Unified Call Studio

CVP-STU-10= Call Studio 10.0 $5,500 UCSS-U-CVPST-1-1 $385

Unified CVP Call Director Server

CVP-10-CC-150= CVP 10.0 Call Director (includes Software Lic for 150 Ports)

$40,000 UCSS-U-CVPCC-1-150 $1050

Ordering Guide







$75,000 UCSS-U-CVPCC-1-300 $2100


$140,000 UCSS-U-CVPCC-1-600 $4200


$200,000 UCSS-U-CVPCC-1-850 $5950

Unified CVP Report Server Licenses

CVP-10-RPT-STD= CVP 10.0 Report System - Standard

$10,000 Not applicable (Included in UCSS order for ports)

CVP-10-RPT-PRE= CVP 10.0 Report System - Premium


Unified CVP Not-for-Resale and Evaluation Kits

CVP-10-NPS= CVP 10.0 Not-for-production System


CVP-10-EVAL= CVP 10.0 Evaluation License (90 days from ship date)

$25 Not available

CVP-10-NFR= CVP 10.0 Not-For-Resale $100 Not available

Customer Collaboration Upgrade Offer

CC-UPG-BUNDLE Customer Collaboration Upgrade Offer $0 Not available

L-CVP-UPG CVP Upgrade $0 Not applicable

L-CVP-1PTSUPG CVP 10.0 Port License upgrade $225 UCSS-U-CVP-3-1 $140

L-CVP-1REDPTSUPG CVP 10.0 Redundant Ports upgrade $57

Not applicable (Included in UCSS order for ports)

L-CVP-10x-SRVUPG CVP 10.x server upgrade $60 Not applicable (Included in UCSS order for ports)

L-CVP-10x-STUUPG CVP 10.x Studio upgrade $1650 UCSS-U-CVPST-3-1 $809

L-CVP-10x-CCUPG CVP Call Control Upgrade $75 As applicable for 3 years min $15

L-CVP-10x-CCSRVUP CVP 9.x Call Control Server Upgrade $10 Not applicable (Included in UCSS order for ports)






R-CVP-9.X CVP 9.0 Top Level Part Number E-Delivery

N/A

CVP-9.X CVP 9.X N/A





$640 UCSS-U-CVP-1-1 $66


CVP-9X-M500-RDPT CVP 9.0 Redundant Port License Min 500


Ordering Guide








R-CVP-9X-RED-ADD CVP 9.X Additional Redundant Ports E Delivery


Unified Call Studio

R-CVP-STU-90= Call Studio 9.0 E Delivery $5,500 UCSS-U-CVPST-1-1 $385

CVP-STU-90= Call Studio 9.0 $5,500 UCSS-U-CVPST-1-1 $385


R-CVP-90-CC-150= CVP 9.0 Call Director 150 Ports E Delivery

$40,000 UCSS-U-CVPCC-1-150 $1050


$75,000 UCSS-U-CVPCC-1-300 $2100


$140,000 UCSS-U-CVPCC-1-600 $4200


$200,000 UCSS-U-CVPCC-1-850 $5950


$40,000 UCSS-U-CVPCC-1-150 $1050


$75,000 UCSS-U-CVPCC-1-300 $2100


$140,000 UCSS-U-CVPCC-1-600 $4200


$200,000 UCSS-U-CVPCC-1-850 $5950


R-CVP-90-RPT-STD= CVP 9.0 Report System – Standard E Delivery


R-CVP-90-RPT-PRE= CVP 9.0 Report System – Premium E Delivery


CVP-90-RPT-STD= CVP 9.0 Report System - Standard





R-CVP-90-NPS= CVP 9.0 Not-for-production System E Delivery


R-CVP-90-EVAL= CVP 9.0 Evaluation License (90 days from ship date) E Delivery

$25 Not available

R-CVP-90-NFR= CVP 9.0 Not-For-Resale E Delivery

$100 Not available




$25 Not available

CVP-90-NFR= CVP 9.0 Not-For-Resale $100 Not available



L-CVP-UPG CVP Upgrade $0 Not applicable

L-CVP-PTSUPG CVP Port License upgrade $225 UCSS-U-CVP-3-1 $140

L-CVP-REDPTSUPG CVP Redundant Ports upgrade $57 Not applicable (Included in UCSS order for ports)

Ordering Guide






L-CVP-9x-SRVUPG CVP 9.x server upgrade $60 Not applicable (Included in UCSS order for ports)

L-CVP-9x-STUUPG CVP 9.x Studio upgrade $1650 UCSS-U-CVPST-3-1 $809

L-CVP-9x-CCUPG CVP Call Control Upgrade $75 As applicable for 3 years min $15

L-CVP-9x-CCSRVUP CVP 9.x Call Control Server Upgrade $10 Not applicable (Included in UCSS order for ports)






L-CVP-8.X CVP 8.0 Top Level Part Number E-Delivery

N/A

CVP-8.X CVP 8.X N/A


L-CVP-85-SERVER-SW

CVP 8.5 Server Software E Delivery





$640 UCSS-U-CVP-1-1 $66


CVP-8X-M500-REDPT CVP 8.0 Redundant Port License Min 500




R-CVP-8X-RED-ADD CVP 8.X Additional Redundant Ports E Delivery


Unified Call Studio

L-CVP-STU-85= CVP Studio 8.5 E Delivery $5,500 UCSS-U-CVPST-1-1 $385

CVP-STU-85= CVP Studio 8.5 $5,500 UCSS-U-CVPST-1-1 $385


L-CVP-85-CC-150= CVP 8.5 Call Director 150 Ports E Delivery

$40,000 UCSS-U-CVPCC-1-150 $1050


$75,000 UCSS-U-CVPCC-1-300 $2100


$140,000 UCSS-U-CVPCC-1-600 $4200


$200,000 UCSS-U-CVPCC-1-850 $5950


$40,000 UCSS-U-CVPCC-1-150 $1050


$75,000 UCSS-U-CVPCC-1-300 $2100


$140,000 UCSS-U-CVPCC-1-600 $4200

Ordering Guide







$200,000 UCSS-U-CVPCC-1-850 $5950


L-CVP-85-RPT-STD= CVP 8.5 Report System – Standard E Delivery


L-CVP-85-RPT-PRE= CVP 8.5 Report System – Premium E Delivery


CVP-85-RPT-STD= CVP 8.5 Report System – Standard








$25 Not available



L-CVP-UPG CVP Upgrade 0 Not applicable

L-CVP-PTSUPG CVP 8.X Port License upgrade $225 UCSS-U-CVP-3-1 $140

L-CVP-REDPTSUPG CVP 8.X Redundant Ports upgrade $57

Not applicable (Included in UCSS order for ports)

L-CVP-80-SRVUPG CVP 8.0 server upgrade $60 Not applicable (Included in UCSS order for ports)

L-CVP-85-SRVUPG CVP 8.5 server upgrade $60 Not applicable (Included in UCSS order for ports)

L-CVP-85-STUUPG CVP 8.5 Studio upgrade $1650 UCSS-U-CVPST-3-1 $809

L-CVP-CCUPG CVP 8.X Call Control Upgrade $75 As applicable for 3 years min $15

L-CVP-85-CCSRVUP CVP 8.5 Call Control Server Upgrade $10 Not applicable (Included in UCSS order for ports)

Notes

● Details on Unified Communications Software Subscription can be found here: http://www.cisco.com/web/partners/sell/technology/ipc/announcements/26may06.html.

● If your company is considering Cisco Unified Communications in a Public Safety Answering Point (PSAP) or equivalent emergency services environment, please contact [email protected] prior to purchase or deployment.

3.2.6 Unified CVP Components Licensing

Unified CVP licenses consist of Unified CVP Port Licenses, Unified Redundant Port Licenses, Unified CVP Server Licenses, Unified CVP Call Director Server Licenses, and Unified CVP Call Studio Licenses.

Each Unified CVP Port license provides the use of the VXML Server for self service and interactions with Unified ICM for queuing/simple prompt-and-collect as well as call control

Ordering Guide



during agent transfers for a single call. Redundant Unified CVP port licenses are also available, purchased on a per-port basis, up to the maximum number of regular ports purchased. The redundant CVP port licenses are for use on redundant CVP call/ VXML Servers for high availability purpose.

Server licenses must be ordered for every server (for example, Unified CVP Call Server, CVP VXML Server, or CVP redundant call/ VXML Server) that will host Unified CVP software with the exception of the Reporting and Operations Server. CVP Reporting Server requires a separate license and CVP Operation Server does not need a server license to operate.

In addition to Unified CVP server licenses, Call Director server licenses are available. Call Director Server licenses provide the ability to perform call control without the use of IVR function (i.e., queuing and/or self-service) and also provide for agent transfer 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 Unified CCE Agents must be taken into consideration when sizing the CVP Call Servers.

3.2.7 Unified CVP Port Licenses

First you must determine the number 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 server bundled with call director ports 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:

Calls:

● Waiting in queue

● Performing simple self-service without ASR/TTS and without using the VXML Server

● Performing self-service activities that do use ASR/TTS or the VXML Server

The total number of these calls corresponds directly to the number of regular (non-redundant) Unified CVP Port Licenses required. For CVP 9.0, the SKU for port license appears as CVP-9X-PTS in the Cisco on line ordering tool. Please consult this guide for further information on CVP SKUs regarding CVP Port Licenses.

In addition, determine how many calls are transferred via IP switching to agents. This is sometimes referred to as Call Director ports. This information is used in sizing CVP server and do not apply to port licenses except indirectly for the call director server licensing case.

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3.2.8 Unified CVP Redundant Port 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 redundant port licenses as primary port licenses ordered. If your redundancy model is N+1, you would order the number of redundant port licenses that you need for a single redundant server.

A server license must also be ordered for each additional redundant server ordered.

For CVP 9.0 as an example, the SKU for redundant port license appears as CVP-9X-REDPT in the Cisco on line ordering tool.

If a customer wishes to add the redundant ports at later time, then CVP-9X-RED-ADD can be ordered separately in appropriate quantities. The ordered quality for redundant ports cannot exceed the number of primary ports deployed.

Please consult this guide for further information on CVP SKUs regarding CVP Redundant Port licenses

3.2.9 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

For sizing information, please consult the CVP SRND document for sizing to determine the number of servers required. In general, server sizing should be computed using the following guidelines:

● The number of needed servers corresponds directly to the number of server software licenses required.

● The total number of ports required is equivalent to the Unified CVP ports plus Call Director ports (even if the Call Director ports are free of charge) plus redundant ports. The total number of ports required is used to calculate the number of needed servers. Please ensure there are enough servers to support the desired redundant port licenses purchased as an addition to the servers allocated for regular port licenses. Please see the ordering examples in this chapter for further information.

Please Note:When calls are transferred to agents using a method that takes the call away from the Unified CVP (such as *8 TNT, hook-flash, TBCT, SIP Refer/302 Redirect, H.323 Blind/Refer Transfer, etc.), do not include the number of calls transferred to agents in sizing the CVP server, which directly affects the number of server software licenses.

As mentioned earlier, although there is no charge for Call Director calls (no call director port and server license required) when the agent is a Unified CCE agent, you do have to size the CVP solution to handle the number of concurrently transferred calls directed by CVP to Unified CCE agents, which might lead to purchasing additional Unified CVP

Ordering Guide



Server Software Licenses.

For example, let’s assume that you need to have 400 IVR port (hence 400 port licenses). It seems that a CVP Call Server can support that. However, you need to take into account the transferred calls to Unified Contact Center Enterprise agent directed by CVP. Let’s assume you have 800 Unified Contact Center Enterprise agents and it might be all active taking calls transferred-to by CVP in the worst case. That would mean CVP has to handle 400+800 = 1,200 calls/ports simultaneously in the peak time. That would require two CVP SIP based Call Servers with co-resident VXML Server (900*2= 1800 > 1200.) and hence two CVP Server Software licenses are needed instead of one server license.

3.2.10 Unified CVP Call Director Licenses

As described previously in port licenses section, you must determine the number of calls that CVP directs/ transfers to the agents and remains in call control after the initial transfer. This function is called call director that is used interchangeably with the term call control and it is free of charge when the agent is Unified CCE agent (i.e., no port and server licenses are required additionally for Unified CCE agent call control function usage in CVP.)

Unified CVP Call Director Licenses are required when Unified CVP is used for IP switching to agents who are not on Cisco Unified CCE systems, such as agents on ACD systems.

In Unified CVP 4.1 and later releases, Call Director is licensed per server and per the desired number of call director ports/calls on each server. The number of desired call director ports/calls is limited by the capacity available for the protocol being used on the server. See Call Capacity per protocol per Server table in the preceding section.

For CVP 9.0 as an example, the SKU for call director server software license for a 150 call director ports bundled appears as CVP-90-CC-150 in the Cisco on line ordering tool. Please consult this guide for further information on CVP SKUs regarding CVP call director server licenses. Notice that there are no call director port licenses to be ordered. The call director server software license is bundled with a pre-determined number of call director ports. There are four bundles for call director server software licenses. Please check this guide for details.

The number of required Call Director ports/calls corresponds to the maximum number of simultaneous calls that are active in the Unified CVP Call Servers and are connected to ACD agents as envisioned in the busiest moment of the day.

If you have a mix of Unified CCE agents and ACD agents, this is the continuing step that you would do after figuring out the required port and server licenses as described in the previous sections but focusing on the latter phase of the call after the IVR session, which is the agent transfer/talking phase. Again, for calls connected to Unified CCE agents, there is no Call Director server license required. For calls connected to ACD agents, Call Director server licenses are required as an addition to the regular server software licenses on each server.

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If you only use pure Call Director application with CVP (neither self-service nor queuing included) then you do not need to figure out the required port licenses for queuing/self-service during IVR phase and only concern with the needed call director ports in order to obtain the corresponding Call Director Server software licenses.

There is a unique situation in the pure call director application with CVP. This is the case when you choose to use release port transfer with a sole call director application (i.e., no self-service and queuing usage in the deployment; just pure IP Call Directing/Switching). As such, you still need the call director server software licenses on each server. However, since the port is released, you do not include these ports in sizing CVP call director servers but instead relying on the cps to size the CVP servers. This implies you need to select the base call director server software license for this unique call director deployment (i.e., the CVP-90-CC-150 call director server license option)

In summary, 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.

● When CVP operates in a comprehensive model (i.e., with queuing/self-service) and there are ACD agents/TDM IVR transfers involved, Unified CVP Call Director server licenses are required unless the transfer to ACD agents use a method that takes the call away from the Unified CVP servers (such as with SIP Refer, H.323 Blind/Refer, *8 TNT, hook-flash, or TBCT). However, when CVP operates in a sole Call Director model with release port transfer to the ACD agents, the base call director server license still applies. Furthermore, in a sole Call Director model without using release port transfer-to ACD agents, call director server licenses are required and there are four packages to choose from depending on the needed number of call director ports.

3.2.11 Unified CVP Video Components Licensing

Unified CVP supports the video service. The 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.

3.2.12 Unified CVP Reporting Server Licenses

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 smaller database for basic reporting, with the premium version supporting a larger database on a four-way processor (for database sizes, please refer CVP Installation and upgrade guide). For CVP 9.0 as an example, the SKU for a standard reporting software license appears as CVP-90-RPT-STD in the Cisco on line ordering tool. Please consult this guide for further information on CVP SKUs regarding CVP reporting server licenses.

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Also, please note that the IBM Informix licenses are included with the following SKUs for the reporting software server:

CVP-xx-RPT-STD=

CVP-xx-RPT-PRE=

Where xx is the release number, e.g. 90 for CVP 9.0, 85 for CVP 8.5, etc.

3.2.13 Unified CVP Call Studio Licenses

A Call Studio license provides the environment to build a self-service application that executes on the VXML Server. Call Studio licenses are required 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 Call Studio license, a Call 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 Call Studio is installed.

Partners who are developing applications for their customers must use a full version of Call Studio and may not use the Not-For-Resale or Evaluation versions of Call Studio.

3.2.14 Unified CVP License Enforcement

All Unified CVP software is "node locked," which means that users must register their licenses and provide a server ID to receive a license. For CVP Call Server, and CVP 9.0 VXML server, the IP address is used as a node lock mechanism. For CVP 9.0 Studio, the MAC address is used.

Ports are enforced on the Unified CVP VXML Server, and the Unified CVP Call Server licenses are set to the maximum number of sessions allowed per server; however customers are required to comply with the number of session purchased not the number of sessions provided in the license file.

Please 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.

3.2.15 Unified CVP Upgrade Licenses for IPIVR and Queue and Transfer customers

Customers who have purchased UCSS and are running IPIVR are entitled to software upgrade to a CVP platform. Those customers can purchase upgrade license to move from IPIVR to CVP. For examples, with CVP 9.x as an example, the SKU for port license upgrade from IP IVR to CVP 9.x full service appears as the CVP-9X-FEAT-UPG in the Cisco on line ordering/pricing tool. From this top-level part number, customers can order primary ports (CVP-9X-FEAT-U-PT) or redundant ports (CVP-9X-FEAT-U-RED). In addition, for customers migrating from IP IVR must order the $200.00 CVP-90-SERVER-

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SW part.

Customers who have purchased UCSS are entitled to software upgrade to a later CVP release without extra charge. This included customers who have the old legacy Queue and Transfer licenses, which will provide the same functionality with 7.0 and 8.0 as their old queue and transfer product. However, these customers will not have use of VXML server, thus limiting their uses, including courtesy callback.

Customers can purchase upgrade license to move from CVP 3.x or 4.x queue and transfer or IPIVR to CVP 9.x. For examples, with CVP 9.x as an example, the SKU for port license upgrade from the old CVP QT (Queue and Transfer) or IP IVR to CVP 9.x full service appears as the CVP-9X-FEAT-UPG in the Cisco on line ordering/pricing tool. From this top-level part number, customers can order primary ports (CVP-9X-FEAT-U-PT) or redundant ports (CVP-9X-FEAT-U-RED). In addition, for customers migrating from IP IVR must order the $200.00 CVP-90-SERVER-SW part.


CVP-9X-FEAT-UPG CVP 9.X IP IVR migration to CVP 9.0 $0

CVP-9X-FEAT-U-PT CVP 9.X Feature Upgrade Port License $325

CVP-9X-FEAT-U-RED CVP 9.X Feature Upgrade Redundant Ports $75

CVP-8X-FEAT-UPG CVP 8.X CVP QT or IP IVR migration to CVP 8.0 $0

CVP-8X-FEAT-U-PT CVP 8.X Feature Upgrade Port License $325

CVP-8X-FEAT-U-RED CVP 8.X Feature Upgrade Redundant Ports $75

3.3 Ordering Examples for Production CVP Systems

3.3.1 Example 1 – CVP co-resident Call Server+VXML Servers and Unified CCE agents ordering Use Case

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 2 server licenses. (Each site requires two servers with co-resident Call Server and VXML Server due to (700+1000)/900~2.)

Unified CVP components required:

● 2 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.

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3.3.2 Example 2 – CVP Stand-alone Ordering Use Case

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.)

3.4 CVP Licenses Fulfillment/ Distribution

This section highlights how the licenses will be distributed/ fulfilled with the order.

Once the order has been released and processed, the customer will receive the CVP Software Media along with the CVP Software License instructions and Product Authorization Keys (PAKs, also called PAK Codes, which typically a combination of numbers and letters.)

The customer (or partner) needs to log in at www.cisco.com/go/license with their Cisco ID and use the PAK codes to unlock the various product SKUs ordered. Sometimes, there are multiple PAK Codes. They don’t necessarily correspond one-to-one with the product line item(s) or quantities ordered. When all of the product line item(s) and quantities ordered are unlocked, the customer/partner can start to obtain the actual licenses for Unified Customer Voice Portal components.

Please Note: Customers do not have to license everything at once. They can come back at any time and log in with their Cisco.com ID and license additional software that they entered a PAK code for previously. (Think of it like a gift certificate you get in the mail, that you enter on a website – that never expires. The PAK Code unpacks itself the first time and entitles your account to come back anytime and fulfill or partially fulfill anything you ordered under that PAK Code. You can also come back and “rehost’ it if you move the software to a new machine.)

Please be aware that in some cases, CVP software must be installed before an actual product license can be obtained; e.g., the CVP VXML Server system ID needs to be obtained first after the software installation before the license key can be requested.

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3.4.1 CVP Unified Call Studio License Fulfil lment

Unified Call Studio license is obtained as follows:

Unified Call Studio is typically tied to a developer’s machine. For CVP 10.0,9.0 or 8.5 studio is tied to the MAC address of the machine.

3.4.1.1 Built-in Limited Studio License Usage

Unified Call Studio can be installed and used for up to 30 days without an actual product license key.

User should install the actual product license key using the directions in the CVP Installation Guide documentation.

3.4.2 CVP Unified Call Server License Fulfil lment

As described earlier in this chapter, customers are required to order a CVP Server Software (SW) License for all servers that run either Call Server or VXML Server or both (co-resident case.)

Please Note: The CVP Call Server licenses are tied to the CVP Server SW part, and not to the number of ports ordered. When the CVP Call Server and VXML Server are co-resident on the same server, the customer/ partner will only need to order one server software license on that same server and will receive PAKs for both Call Server and the VXML Server components on that single server.

The CVP Call Server component is licensed by IP Address starting from CVP Releases 4.x. It provides queuing, call control (agent transfer), and indirectly the self-service (offered by the CVP VXML Server component) capabilities. Typically, customers/partners will order a total N port licenses with redundant port licenses along with a number of server licenses. The port licenses will be applied to the CVP VXML Server licenses (see the next section) but for CVP Call Server regardless of the number of Port Licenses you assign to each server, you will always get 1,200 ports for each CVP Call Server. The customer is legally allowed to use the number of Port Licenses purchased only. Cisco reserves the right to change the enforcement on Call Server in the future, but at the time of this writing, CVP Call Server does not restrict port licenses as CVP VXML Server does.

Hint: Trying to debug port quantities by looking at the CVP Call Server port licenses will not help since CVP Call Server licensing is a Boolean type.

3.4.2.1 Built-in Limited CVP Port License Usage

From CVP 8.5 onwards, Unified CVP Call Server can be installed and will run with 30 ports for 30 days without an actual product license key (i.e., no cvp.license file found in CVP_HOME\conf\license.)

As mentioned above, CVP Call Server licenses are tied to the CVP_Server_SW part,

and not to the number of ports ordered. Therefore, when customers are retrieving licenses for the CVP Call Server, they should be aware that the licenses are tied to CVP-

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xx-SERVER-SW, and does not require the input of ports. The licensing tool will provide a fixed number of licenses, set to the maximum number of Call Server sessions a server can support.

This may be confusing to customers who use the operator console to see the number of licenses available in the CVP Call Server, as it will be larger than what they actually purchased. The reason ports are set to the maximum in Call Server is to overcome a product current limitation where a license is used when it is either supporting queuing or self-service, or when providing call control (agent transfer). Without providing a maximum number of licenses, CVP Call Server cannot support call control during agent transfer if there is a limit imposed on the number of ports to what was ordered since CVP Call Server does not distinguish license used for calls in queue/self-service and calls are transferred to agents. In the future, there is a plan to have two separate port licenses. Once is for self-service and queuing and another for pure call control.

3.4.3 CVP Unified VXML Server License Fulfil lment

Again as a refresher, customers/partners are required to order a CVP Server Software (SW) License for all servers that run either Call Server or VXML Server.

3.4.3.1 Built-in Limited CVP VXML Port License Usage

From CVP 8.5 onwards, Unified CVP has a 30-day evaluation license. The Call Server and VXML server evaluation licenses now support 30 ports instead of the previously supported 2 ports on all call control servers; After 30 days Unified CVP must be licensed for continued functionality.

Having installed the software you can get a key from www.cisco.com/go/license. The Cisco software fulfillment URL allows you to assign a number of Port License SKUs to each Server SKU. This means you are allowed to assign N number of Port Licenses for one Server and repeat the process to all servers that you have using the remaining port licenses from the Total_Num_Ports that you purchased altogether.

The Total_Num_Ports is the total count of licenses customer ordered for all servers, including the redundant ports. As port licenses are created for each server, the available number of ports is decremented, preventing customers from creating more licenses than actually ordered. For example, you may have ordered 400 ports (200 regular ports and 200 redundant ports) for two VXML Servers; however, you can assign 200 ports to one server and not fulfill the others until later.

Note that the customer/partner will receive a CVP Call Server license for every CVP-xx-SERVER-SW license ordered. For the servers running CVP VXML Servers alone, while the customer must order CVP-xx-SERVER-SW for each CVP VXML Servers, the CVP Call Server PAKs are also issued but not used on the stand-alone CVP VXML Servers.

Install the actual product license key using the directions in the CVP Installation Guide.

3.4.4 CVP Unified Reporting Server License Fulfil lment

Customers who order a reporting server license will receive a PAK for the CVP Reporting Server. CVP Reporting Server licenses are similar to CVP Call Server

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licenses in that they are tied to IP addresses and the same fulfillment mechanism applies.

3.4.4.1 Built-in Limited CVP Reporting License Usage

Beginning CVP Release 7.0, Unified CVP Reporting Server can be installed and the Reporting Server will operate in full functionality but in limited capacity mode without a license. It will support 5000 DB Writes/Day. DB Writes includes Inserts and Updates. If the maximum of 5000 reached for the local date time, an SNMP alert is issued and no additional data will be written to the database.

When you get a CVP reporting production license installed, the capacity restrictions are removed.

3.4.5 Unified CVP Call Director Server License Fulfil lment

Call Director Licenses are additional licenses on top of the CVP Call Server licenses. The fulfillment of CVP Call Server licenses will apply to call director deployment model meaning there is no additionally specific call director license fulfillment. Customers should order Call Director licenses according to their need of call control/director sessions/ports. Note that Call Director ports are ordered in bundles (e.g. 150, 300, 600, and 850) and not by port in CVP Release 4.x and later

3.4.6 Summary of CVP License Fulfil lment

Since Cisco doesn’t know the CVP model that the customer is going to deploy Unified Customer Voice Portal with (of which you may change it in the future) and to keep licensing both flexible and simpler, customer will be provided with all the needed licenses for any CVP deployment models.

For example, when you go to www.cisco.com/go/licenseto fulfill two server software licenses on two physical servers: one Server for 200 ports of self-service/queuing and one redundant server (with 200 redundant ports), you will get the following:

● Two keys for Call Server for 1,200 ports tied to each server’s IP address

● One key for VXML Server for 400 ports. These keys are the total, of which 200 are used for the primary server and 200 for the redundant server, with installation path node-lock on VXML Server while CVP Call Servers are IP address node-lock.

In the example, you may not need anything but the two keys for 1,200 ports for Call Server to do queuing – but you’ll get both.

Please Note: The customer is legally entitled to use only what has been ordered, not what has been fulfilled. Cisco thinks this fulfillment policy makes use of the product more flexible.

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3.5 Non-CVP Components Licensing

This section describes other non-CVP components licensing used in CVP solution.

3.5.1 ASR/TTS Licensing

Cisco now offers Solutions Plus (order fulfillment of Nuance ASR & TTS). This enables customers to purchase these core Nuance products & Nuance Support through Cisco.

As Cisco is providing order fulfillment exclusively for these Nuance products, partners must work closely with Nuance to ensure the product is sold properly, and customer expectations are met. Items partners should ensure are completed prior to ordering the system include:

• Validation of the application by Nuance.

• Customer acceptance of Nuance End-User License Agreement.

• Understanding that support is provided by Nuance, with different warranty. Cisco does not provide UCSS or ESW for these products.

Note: All Nuance products ordered will be placed under a ‘Compliance hold’, preventing release of the product until Cisco has received confirmation from Nuance that order meets.

Nuance annual support contracts are also offered through the product codes in grey below. Note that this is not a Cisco support contract (like ESW), but that support is provided by Nuance directly, without Cisco involvement.

3.5.1.1 Nuance Part Number and Pricing.

Nuance parts can be ordered under the top level part number CVP-NUANCE. The options available under this are:

Product Numbers Description List Price (S)

Vocalizer, backup and additional languages

CVP-NUA-VOC-B Vocalizer 5.0 - Basic 200

CVP-NUA-VOC-MNT-B Nuance Vocalizer Basic- 1 YR Maint (provided by Nuance) 46

CVP-NU-VOC-B-HB Vocalizer basic-Hot Backup 100

CVP-NU-VOC-BH-MN Vocalizer 5.0 basic-HB Maintenance (provided by Nuance) 23

CVP-NUA-VOC Vocalizer 5.0 850

CVP-NUA-VOC-MNT Nuance Vocalizer - 1 YR Maint (provided by Nuance) 196

CVP-NU-VOC-HB Vocalizer -Hot Backup 425

CVP-NU-VOC-H-MN Vocalizer 5.0-HB Maintenance (provided by Nuance) 98

CVP-NU-VOC-AL Nuance Vocalizer - additional languages 170

CVP-NU-VOC-AL-MN Nuance Vocalizer - additional languages Maintenance (provided by Nuance) 40

CVP-NU-VOC-ALH Nuance Vocalizer - additional languages HB 85

CVP-NU-VOC-AL-MNH Nuance Vocalizer - additional languages Hot Backup Maintenance (provided by Nuance) 20

Recognizer Tier 2, backup and additional languages

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CVP-NUA-RC-T2 Nuance Recognizer Tier 2 1100

CVP-NUA-RC-T2-MNT Nuance Recognizer Tier 2 - 1 YR Maint (provided by Nuance) 253

CVP-NU-RC-T2HB Nuance Recognizer Tier 2-Hot Backup 550

CVP-NU-RC-T2H-MN Nuance Recognizer Tier 2-Hot Backup Maintenance (provided by Nuance) 127

CVP-NU-RC-T2-2L Nuance Recognizer Tier 2-2nd language 220

CVP-NU-RC-T2-2-MN Nuance Recognizer Tier 2-2nd language Maintenance (provided by Nuance) 51

CVP-NU-RC-T2-2LH Nuance Recognizer Tier 2-2nd language HB 110

CVP-NU-RC-T2-2LHM Nuance Recognizer Tier 2-2nd language Hot Backup Maintenance (provided by Nuance)

CVP-NU-RC-T2-3L Nuance Recognizer Tier 2-3+ language 440

CVP-NU-RC-T2-3-MN Nuance Recognizer Tier 2-3+ language Maintenance (provided by Nuance) 102

CVP-NU-RC-T2-3LH Nuance Recognizer Tier 2-3+ language HB 220

CVP-NU-RC-T2-3LHM Nuance Recognizer Tier 2-3+ language Hot Backup Maintenance (provided by Nuance)



CVP-NUA-RC-T3-MNT Nuance Recognizer Tier 3 - 1 YR Maint (provided by Nuance) 368

CVP-NU-RC-T3HB Nuance Recognizer Tier 3-Hot Backup 800

CVP-NU-RC-T3H-MN Nuance Recognizer Tier 3-Hot Backup Maintenance (provided by Nuance) 184





CVP-NUA-RC-T3-3L Nuance Recognizer Tier 3-3+ language 640


CVP-NUA-RC-T3-3LH Nuance Recognizer Tier 3-3+ language HB 320




CVP-NUA-RC-T4-MNT Nuance Recognizer Tier 4 Maintenance (provided by Nuance) 460

CVP-NU-RC-T4HB Nuance Recognizer Tier 4 Hot Backup 1000

CVP-NU-RC-T4H-MN Nuance Recognizer Tier 4 Hot Backup Maintenance (provided by Nuance) 230





CVP-NU-RC-T4-3L Nuance Recognizer Tier 4-3+ language 800

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CVP-NU-RC-T4-3LH Nuance Recognizer Tier 4-3+ language HB 400


Note that Nuance products are not eligible for VIP, nor is additional discounting (that is DSA discounts are not available).

3.5.1.2 Nuance Licensing and CVPs

Nuance ASR and TTS 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.

Please Note: This behavior is different than VXML 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.

3.5.1.3 ASR/TTS License Released in Queuing

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 transferring to a bogus label causing a re-query to ICM and placing an explicit SendToVRU node or TranslationRouteToVRU node ahead of the Queue node in ICM scripting to release the ASR/TTS licenses.

3.5.2 IOS Gateway Licensing

Please consult the following link IOS Ordering Guide regarding on how to order IOS Gateway and Cisco IOS VXML licensing for use with CVP solution. This also applies to Gatekeeper ordering.

Please note that if you are using any of the Cisco Integrated Services Router (ISR)

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gateways (Cisco 2800, 3700, or 3800 Series Routers) as VoiceXML gateways, you must purchase additionally FL-VXML-1 or FL-VXML-12 licenses to enable the VXML

functionality.

This is different from the AS5xxx series in that the VXML license is bundled with AS5xxx series that is used as a combo GW (meaning it has DSP to support PSTN GW (TDM) and VXML functionality altogether).

For example, the SKU for AS5xxx bundle is “AS535XM-8T1-V-HC: AS5350XM High-Density Voice w/ 8T1, 8 AS5X-PVDM2-64, IP+ IOS”, which will have VXML functionality embedded.

If the AS5xxx is used as a dedicated VXML GW (i.e., DSP-less option), you have multiple VXML license options; e.g. the SKU for 192 VXML sessions is AS535XM-VXML-192-V.

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4. Cisco Unified Contact Center Express (Unified CCX)

4.1 Cisco’s Configuration and Pricing Tools

The Communications Sizing Tool (http://tools.cisco.com/cucst/faces/login.jsp) is required for any Cisco Unified Computing System based configuration.

4.2 Overview of End of Life and End of Sale Status for Cisco Unified CCX Versions

For detailed EOL milestones please see http://www.cisco.com/en/US/partner/products/sw/custcosw/ps1846/prod_eol_notices_list.html.

All Cisco Unified CCX 3.x (3.0, 3.1 and 3.5), 4.x (4.0, 4.1 and 4.5), 5.0, 6.0, 7.0 and 8.0 versions are End of Life and End of Sale. Customers on these systems cannot purchase additional components and need to migrate to a version available for sale.

4.3 Overview of Cisco Unified CCX Licensing

The following licenses are available for use with Unified CCX:

1. Inbound voice user licenses

• Support Cisco Unified Presence Server in Standard, Enhanced and Premium

• Premium (with Cisco Agent Desktop) includes blended Preview Outbound, Agent E-Mail and Web Chat. Cisco Finesse with Premium licenses does not support Preview Outbound, Agent E-mail and Web Chat.

2. Non-High Availability (HA) Active server software license (these are auto-included with new seat orders)

3. HA Standby server software licenses

4. Outbound IVR port licenses

5. Finesse Recording Licenses (for CCX 10)

6. Compliance Recording (CR) user licenses

7. Quality Manager (QM) user licenses

8. Advanced Quality Manager (AQM) user licenses

9. Workforce Management (WFM) user licenses

Licenses are obtained by purchasing the appropriate product ID for type of seat and server software desired.

4.3.1 Server vs. Seat licenses

The CCX primary and High Availability standby server each requires a server license. For Non-HA UCCX the server license is included with the seat licenses when a new order is placed and for UCCX with HA, a separate HA license for the dual server cluster is

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required.

All other feature options (other than Outbound IVR) are sold on a per seat basis and each seat requires a license (see also below for concurrent vs. named users).

A SocialMiner server license has to be purchased if the customer is deploying Web Chat.

4.3.2 Port l icenses

Each CCX Premium Outbound IVR port requires a port license. There is no Outbound IVR server license as Outbound IVR is integrated with Unified CCX.

4.3.3 Node Locked vs. Non Node Locked Server Software Licenses

For all releases 3.x, 4.x, 5.x, 6.x and 7.x server software is NOT node locked.

Beginning in release 8.0 the CCX primary server will be the only node-locked server license. Nodes are locked via a virtual MAC address. All other components, including High Availability standby server and all seat options, including WFO seat options, will be node-locked to the CCX primary server.

4.3.4 Concurrent vs. Named User (seat) Licenses

Concurrent licenses apply to logged in users. Different individuals may share a concurrent license as long as only one of them is logged in.

Concurrent Licensing Example: Company A has 300 unique users that work in 3 shifts. Each shift has 100 logged in users. Company A needs to purchase only 100 concurrent user licenses.

Named licenses apply to unique individual users regardless of their logged in status. Named user licenses are required for all WFO options including Compliance Recording, Quality Manager, Advanced Quality Manager and Workforce Manager.

Named Licensing Example: Company B has 300 unique users that work in 3 shifts and each needs access to the licensed option. Each shift has 100 logged in users. Company B must purchase 300 named licenses.

Examples of named users include:

• Recorded or scheduled agent • Supervisor using the desktop • Manager, evaluator or other person with a login

4.3.5 Concurrent Outbound IVR Licenses

Outbound IVR ports are licensed concurrently. Whenever an outbound IVR session begins a license is consumed. As soon as a session ends that session’s license is returned to the available license pool and becomes available for another IVR session to use.

4.3.6 Finesse Recording Licenses

Whenever a Finesse recording session via MediaSense is initiated a recording license is

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consumed. As soon as a session ends that session’s license is returned to the available license pool and becomes available for another recording session to use. Note that the maximum number of concurrent Finesse recordings is also automatically limited by the capacity available on the MediaSense server based on playback and monitoring sessions, and when used for recording non-CCX users.

4.3.7 Concurrent licenses apply to logged in users. Different individuals may share a Unified CCX Workforce Management

Each unique Workforce Manager user must have a named user license. Unified CCX Workforce Manager user licenses are obtained by purchasing the Workforce Manager user product ID. Workforce Manager user licenses may be purchased with Unified CCX Premium and Enhanced Licenses in Unified CCX 10.0 and later. Prior versions of Unified CCX provide Workforce Manager user licenses only with Premium licenses it is optional as to whether or not Workforce Manager user licenses are purchased.

Unified Workforce Manager requires a dedicated server, separate from those used for Unified CCX inbound voice or any other Unified CCX options. Windows 2003 Server and Microsoft SQL Server 2005 licenses are required and must be purchased separately from a Microsoft reseller.

4.3.8 Unified CCX Compliance Recording (CR), Quality Manager (QM), Advanced Quality Manager (AQM)

Each unique recording user must have a named user license. Recording user licenses are obtained by purchasing the desired recording user product ID for CR, QM and/or AQM. CR user licenses may be purchased for Unified CCX Standard, Enhanced or Premium. QM and AQM user licenses may be purchased for Unified CCX Premium or Enhanced (new in CCX 10.0) only. It is optional as to whether or not CR, QM or AQM user licenses are purchased.

Any combination of CR, QM and AQM may be deployed on a single dedicated server, separate from those used for Unified CCX inbound voice any other Unified CCX options. Other deployment models are available and may be required depending on size of deployment. Windows 2003 Server and Microsoft SQL Server 2005 licenses are required and must be purchased separately from a Microsoft reseller.

Note that CR, (A)QM and WFM cannot be purchased without CCX seats. These products are packaged to work only with CCX.

4.3.9 Unified CCX Inbound Voice High Availability (HA) Server Software Licensing

Deployment of HA for inbound voice requires one software license for the HA active server and one for the standby server software. HA is not available for Unified CCX Standard. HA is optional for Unified CCX Enhanced or Premium.

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4.3.10 License downgrades, distributes, splits and merges

License redistribution

When a customer needs to redistribute licenses over multiple CCX system, a case with [email protected] needs to be opened. This applies for consolidation of multiple CCX systems into a single one, as well as for moving some agent licenses from one system to another.

Customers will need to provide entitlement details (e.g. SO#, PAK or existing license files) to obtain new license files. Customers who are not able to provide either of these details should mail the request to ipcc-‐express-‐[email protected], providing as much

information about the original order as possible, e.g. time frame of order, customer/partner name, number of licenses ordered, etc., so that the entitlement can be researched. Note that redistribution is only possible when licenses are of the same type (i.e. Std, Enh, Pre), as a mix on a single system is not supported.

Release downgrades

Release downgrades are not supported. For example, when a customer orders a 9.0 license that needs to be deployed on an 8.5 system, the ordered needs to be RMA’d and a new order needs to be placed.

4.4 Supported Upgrade Paths

The following upgrade paths are supported:

• DU = Direct Upgrade • IU = Indirect Upgrade • FI = Fresh Install

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Upgrade Migration Type Supported

CCX Releases for UCM on Windows CCX Release for UCM Appliance

2.x 3.0 3.1 3.5 4.0 4.1 6.0 4.5 5.0 7.0 8.0 8.5 9.0 10.0

2.x DU IU or FI

IU or FI

IU or FI

IU or FI

IU or FI

FI FI IU or FI IU or FI IU or FI IU or FI FI

3.0 DU DU DU DU DU FI FI IU or FI IU or FI IU or FI IU or FI FI

3 DU DU DU DU FI FI IU or FI IU or FI IU or FI IU or FI FI

3.5 DU DU DU FI FI IU or FI IU or FI IU or FI IU or FI FI

4.0 DU DU FI FI 4.0->7.0 Migration Tool

IU or FI IU or FI IU or FI FI

4.1 DU DU FI FI FI FI FI FI

6.0 FI FI FI FI FI FI FI

4.5 DU DU IU or FI IU or FI IU or FI FI

5.0 DU DU IU or FI IU or FI IU or FI

7.0 DU DU DU IU or FI

8.0 DU DU DU

8.5 DU DU

9.0 DU

Direct Upgrades: Installer supported migration of configuration data, historical data, workflows and all relevant information from one release to the next.

Indirect Upgrades: Interim releases are required to obtain installer supported migration of configuration data, historical data, workflows and all relevant information from one release to the next. All Indirect Upgrades requires BOTH the CCX releases as well as its corresponding UCM or UCME release.

When purchasing an a la carte upgrade any release requiring an indirect upgrade will include the media kits and upgrade license for each interim upgrade step (applies only to release 4.0 and later). Customer must also obtain the corresponding UCM release for each upgrade step (not provided with CCX upgrade order).

Upgrades fulfilled via UCSS require ordering of each interim release upgrade ($0).

Customers desiring to simply perform a fresh install of CCX 10.0 rather than perform an interim upgrade will need to open a case with [email protected] to obtain new CCX 10.0 licenses.

Fresh Install: A new, fresh install is required. No support for migration of configuration

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data, historical data, workflows or any other information from one release to another.

4.4.1 Upgrading Unified CCX Licenses Using ESW and/or UCSS

Any customer with a valid ESW and Unified Communications Software Subscription contract may upgrade at no additional charge via the Cisco Product Upgrade Tool (PUT).

Please note that upgrades via PUT apply only to upgrading product components purchased in earlier releases and not to new features introduced in a later release.

Please Note: VERY IMPORTANT: For each single system upgrade you need to order quantity one (1) and ONLY quantity 1 of the appropriate upgrade PID. This single PID will result in all required media kits (e.g. operating system, database and Cisco Unified Contact Center Express software) as well as an upgrade Product Authorization Key (PAK). When registered, the upgrade PAK will result in an upgrade license file.

A customer must upload their original release (e.g. 7.0) license file(s) AND the upgrade license file to the new upgraded system (e.g. 8.5). The upgrade license file will authenticate all the original release features (e.g. 7.0) for use in the new upgraded system (e.g. 8.5).

4.4.2 Upgrading Unified CCX Licenses Using Purchased Product IDs

Customers without Cisco Unified Communications Subscription (UCSS) may choose to purchase a la carte upgrade licenses to upgrade their existing release to a later release. The licensing mechanism for release 8.0 and later is exactly as described above for ESW/UCSS upgrade customers.

4.5 Migrating from Cisco Unified CCX to Cisco Unified Contact Center Enterprise (CCE) or vice versa

For migration from CCX to CCE, please refer to section 5.3.4 in the Cisco Unified Contact Center Enterprise chapter of this Ordering Guide.

Cisco does not support migrations from CCE to CCX via product SKUs. Any such migration must result in a purchase of new Unified CC PIDs. Any discounting required must go thru DSA. Account teams submitting such deals to DSA must obtain Customer Care Business Unit approval by contacting Unified CCX Product Management Product Management at [email protected].

4.6 Cisco Unified CCX 10.0

4.6.1 General information

4.6.1.1 Scope and reading guide

Please read the general information in Section 4 and then turn to the section that covers your specific ordering scenario:

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• Chapter 4.6.2: New Unified CCX 10.0 Systems • Chapter 4.6.3: Add-ons (i.e. add optional components, such as HA or WFO) or

expansions (e.g. add more seat licenses) to an existing Unified CCX 10.0 system • Chapter 4.6.4 Release upgrades with ESW or Unified Communication Subscription

Service (UCSS) from earlier releases of Unified CCX to Unified CCX 10.0 • Chapter 4.6.5: Release upgrades without ESW or UCSS from earlier releases of

Unified CCX to Unified CCX 10.0, or seat upgrade (e.g. from enhanced to premium). These are called a-la-carte upgrades.

If your company is considering Cisco Unified Communications in a Public Safety Answering Point (PSAP) or equivalent emergency services environment, please contact [email protected] prior to purchase or deployment.

4.6.1.2 Delivery Options

Cisco offers electronic and physical delivery options for licenses and media. The same part number is used for ordering both electronic and physical delivery with an option of selecting the delivery mechanism at the time of ordering. The following options are available:

(a) Physical delivery of licenses (box with a paper license document and PAK code) with physical delivery of media (DVD in a box)

(b) Electronic delivery of licenses (email with license document and PAK code) with physical delivery of media (DVD in a box)

(c) Electronic delivery of licenses (email with license document and PAK code) with electronic software delivery of media (media download).

The same part number provides an option of electronic or physical delivery at the time of ordering.

4.6.1.3 What needs to be ordered?

For all types of orders, licenses need to be ordered.

Media (if needed) needs to be ordered separately. Media is needed in the following cases:

• When ordering a new system • When ordering add-ons that add new functionality to the system for the first time,

such as HA or CR, QM, AQM or WFM • Release upgrades

Media does not need to be ordered for:

• Expansions • Seat upgrades (e.g. STD to PRE in the same version of Unified CCX)

4.6.1.4 Activating Unified CCX licenses

When a Unified CCX license is ordered, Cisco ships a Product Authorization Key (PAK) – via physical delivery or electronic delivery - to the physical or e-mail address listed on your Cisco Sales Order.

To obtain a license file for the Unified CCX servers, complete the following steps:

• Enter the PAK that you received in the License Registration Web tool at

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http://www.cisco.com/go/license and click submit. • Follow the system prompts. You must enter the License MAC of the first node of the

Unified CCX cluster. You must enter a valid e-mail address as well as the number of nodes for which you need licenses.

• The system sends the license file(s) to you via e-mail by using the E-mail ID that you provided. You cannot use the license if you edit the contents of the file in any way.

• Follow the process described on the installation guide to install the license file on the system. Note that add-on and upgrade licenses are installed in addition to the licenses that are already on the system.

4.6.1.5 Temporary Licenses

Every Unified CCX media kit ships with demo licenses to facilitate installation and testing before production/permanent licenses arrive. These licenses are valid for 60 days after installation. If, for whatever reason, temporary licenses are needed for an extended period, they can be requested by Cisco account teams using the internal temporary license tool. Unified CCX Product Management will review these requests, so please provided detailed reasons why temporary licenses are needed in the ‘remarks’ field. Upon approval the license file will be emailed to the address provided.

Note that this is a Cisco internal tool only: requests will have to be made through your Cisco account team.

4.6.2 Ordering New Systems

CCX 10.0 can be deployed only on a virtualized system – bare metal deployments are not supported. New system orders require the following to be ordered:

• Media (section 4.6.2.1) • Licenses (section 4.6.2.2)

There is a minimum requirement to order ten Unified CCX seat licenses when ordering a new system.

Customers who wish to deploy Web Chat with CCX 10.0 will need to order the SocialMiner media kit and the SocialMiner server license, details of which are available in Section 8.1 SocialMiner for Unified CCX customers.

Customers who have ordered CCX seats as part of the BE6000 or CUCM promotional bundle can order additional seats or options by ordering addon licenses as detailed in section 4.6.3

PLEASE NOTE: Cisco Unified Computing Servers (UCS) must be configured and ordered separately. See chapter 12 of the Ordering Guide for Cisco Customer Contact Solutions for information about UCS ordering. When deploying Unified CCX on UCS servers, Unified CCX Media must still be ordered via one of the product codes above

4.6.2.1 Media

To obtain media kits the following must be configured:

CCX-10-MED-K9 CCX 10.0 Media Kits - NO LICENSES

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There are five media kits that can be configured using the product code above. The same part number can be configured for physical delivery of the media or electronic software delivery. The following table specifies the details:

Product Code Contents – NO LICENSES Used with which licenses

CCX-10MEDIAKIT-K9=

CCX 10.0 Qty 1 CCX Media Kit - NO LICENSES

Standard seat, Enhanced seat, Premium seat, Enhanced High Availability, Premium High Availability, Outbound IVR

CCX10CRMEDIAKITK9 CCX 10.0 Compliance Recording Qty 1 Media Kit - NO LICENSES

Compliance Recording

CCX10QMMEDIAKITK9 CCX 10.0 Quality Manager Qty 1 Media Kit - NO LICENSES

Quality Management

CCX10AQMMEDKITK9 CCX 10.0 Adv Quality Manager Qty 1 Media Kit - NO LICENSES

Advanced Quality Management

CCX-10WFMMEDIAKIT CCX 10.0 Workforce Manager Qty 1 Media Kit - NO LICENSES

Workforce Management

4.6.2.2 Licenses

Media shipment (as ordered using the product codes described in section 4.6.2.1) does not include licenses. Licenses MUST be ordered separately using the product codes below. Cisco recommends selection of eDelivery option.

Model Option Class List Price Auto

expansion

CCX-10-LIC-K9 $0 CCX-10-PAK

NEW Premium CCX-10-N-P-LIC $1850 CCX-10-P-SVR-LIC

CCX-10-CR-LIC $325

CCX-10-QM-LIC $495

CCX-10-AQM-LIC $695

CCX-10-WFM-LIC $550

CCX-10-PHA-LIC $14995

CCX-10-OBIVRLIC $395

CCEH-CCP-SVR-LIC $1000

Finesse recording

NEW Enhanced

CCX-10-E-LIC $1250 CCX-10-E-SVR-LIC

CCX-10-CR-LIC $325

CCX-10-QM-LIC $495

CCX-10-AQM-LIC $69

CCX-10-WFM-LIC $550

CCX-10-EHA-LIC $8995

Finesse recording

NEW Standard

CCX-10-S-LIC $395 CCX-10-S-SVR-LIC CCX-10-CR-LIC $325

Note: SocialMiner is required for Unified CCX Web Chat functionality. Please refer to Section 8.1 for more details.

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*Note: ESW and UCSS is not offered/needed for HA options

4.6.3 Ordering ADDONs to Existing Systems

Customers using the Unified CCX promotional bundles and needing to order more seats or options should order ADDON licenses for the required options.

Two separate Product IDs may need to be ordered:

4.6.3.1 Media

To obtain media kits for ADDON HA or WFO deployments, one of the following must be ordered. No product licenses are provided by this product ID. These must be ordered separately; see below.

CCX-10-MED-K9 CCX 10.0 Media Kits - NO LICENSES

There are five media kits that can be ordered using the product codes above. The following table specifies which one is needed with which licenses:


CCX-10MEDIAKIT-K9=

CCX 10.0 Qty 1 CCX Media Kit - NO LICENSES

Enhanced High Availability, Premium High Availability

CCX10CRMEDIAKITK9 CCX 10.0 Compliance Recording Qty 1 Media Kit - NO LICENSES


CCX10QMMEDIAKITK9 CCX 10.0 Quality Manager Qty 1 Media Kit - NO LICENSES

Quality Management

CCX10AQMMEDKITK9 CCX 10.0 Adv Quality Manager Qty 1 Media Kit - NO LICENSES

Advanced Quality Management

CCX-10WFMMEDIAKIT CCX 10.0 Workforce Manager Qty 1 Media Kit - NO LICENSES


4.6.3.2 Licenses

Licenses MUST be ordered for every add-on order. Cisco recommends using electronic delivery of PAK codes, using the eDelivery option.

NOTE: Customer will not have to reinstall or restart Unified CCX when additional seat licenses are added. Starting with release 8.0, no downtime is required for installing a new license.

Model Option Class List Price Auto expansion

CCX-10-ADD-K9

$0 CCX-10-PAK

ADDON Premium

CCX-10-A-P-LIC $1850

CCX-10-CR-LIC $325

CCX-10-QM-LIC $495

CCX-10-AQM-LIC $695

CCX-10-WFM-LIC $550

CCX-10-PHA-LIC $14995

CCX-10-OBIVRLIC $395

Finesse recording

ADDON CCX-10-A-E-LIC $1250

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Model Option Class List Price Auto expansion

Enhanced

CCX-10-CR-LIC $325

CCX-10-QM-LIC $495

CCX-10-AQM-LIC $695

CCX-10-WFM-LIC $550

CCX-10-EHA-LIC $8995

Finesse recording

ADDON Standard

CCX-10-A-S-LIC $395 CCX-10-CR-LIC $325

UCSS and ESW for the above products can be included automatically by the ordering tool, when selecting the option to do so.

* Note: ESW is not offered for HA options

4.6.4 Ordering release upgrades with an ESW or UCSS contract

The following release upgrades are available for Unified CCX with eligibility determined by whether the customer has an ESW contract or UCSS or both:

• Software updates, e.g. 9.0(1) to 9.0(1) SU1. See section 4.6.4.1. • Maintenance Releases, e.g. 9.0(1) to 9.0(2). See section 4.6.4.1. • Minor Release Updates, e.g. 10.0(1) to 10.5(1). See section 4.6.4.1. • Major Release Updates, e.g.9.0(2) to 10.0(1). See section 4.6.4.2.

4.6.4.1 Software Updates, Maintenance Release and Minor Release Updates

Software Updates

Software Updates (e.g. 9.0(1) to 9.0(1) SU1) are offered via cisco.com for download for customers who have a valid ESW contract. For download location, see below.

Maintenance Release Upgrades

Maintenance releases (e.g. 9.0(1) to 9.0(2)) are available on cisco.com for download for customers who have a valid ESW contract. For download location, see below.

4.6.4.2 Major Release Upgrades (PUT)

Major release upgrades, e.g. 7.0(1) to 9.0(1), for customers who have a valid UCSS contract can be ordered via the Product Upgrade Tool (PUT, http://tools.cisco.com/gct/Upgrade/jsp/index.jsp). PUT provides the list of eligible products that can be ordered based on the contract details. The product codes and descriptions should be self-explanatory, but here is the generic nomenclature for a Unified CCX PUT product code: CCX-UPG-<Feature>-<FROM release>-<TO release><K9>= (sometimes the dashes are dropped to stay within the 18 character product code limit).

• <Feature>: this can be any of the following:

o S – CCX Standard o E – CCX Enhanced, no HA

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o EHA – CCX Enhanced, with HA o P – CCX Premium, no HA o PHA – CCX Premium, with HA o CR – Compliance recording o QM – Quality Management o AQM – Advanced Quality Management o WFM – Workforce Management

• <FROM release> and <TO release>: 3.1 would be 31, 8.0 would be 80, etc. Note that the older releases of the Workforce Optimization (WFO) software had release numbers out of synch with Unified CCX. In these cases the WFO product codes have the Unified CCX release numbers. For example, if the customer wishes to upgrade from AQM 2.7.3 to AQM 8.0.x, the required part number would be CCX-UPG-AQM-70-80. The compatibility matrix provides the mapping between the WFO release and the Unified CCX release.

• <K9>: the ‘K9’ designator indicates that software is shipped that is subject to export controls (encryption, specifically).

Customers must order the appropriate upgrades. For example, for upgrading a Unified CCX 7.0 Enhanced HA system with Compliance recording, the following two product codes need to be ordered from the PUT tool:

• CCX-UPG-E-70-90K9= • CCX-UPGEHA-70-90K9= • CCX-UPG-CR70-90K9=

Upgrades ordered via PUT are available for pDelivery and eDelivery. Media kits and PAK for servers and seats are shipped for PUT upgrades.

There are 3 types of major release upgrades: direct, indirect and fresh install upgrades

• Direct Upgrades: only upgrades FROM release 8.0, 8.5 or 9.0 TO 10.0 are supported for direct upgrades. The Unified CCX 10.0 upgrade process will ensure that all information (e.g. historical reporting data, configuration data, workflows, etc.) will be migrated to Unified CCX 10.0. Order the appropriate single PUT upgrade product code. For example, when upgrading from 8.0 Premium to 10.0 order quantity 1 of CCX-UPG-P-80-10=

• Indirect Upgrades: upgrades FROM Unified CCX 5.0 or 7.0 TO Unified CCX 10.0 will require an intermediate upgrades to be ordered and executed separately to ensure that all information will be migrated. In this case each interim upgrade must be ordered separately. Example: Customer is on a 7.0 Premium release and desires to perform indirect upgrade to release 10.0. Customer must upgrade in the following steps: 7.0 -> 9.0->10.0. Customer will need media kits for 9.0 as well as upgrade license files for 7.0->9.0. In order to receive these media and licenses, the customer must order quantity 1 of each of the following PUT Product IDs:

o CCX-UPG-P-70-90K9= o CCX-UPG-P-90-10K9=

• Fresh Installs. A new installation is needed in two cases: Either an upgrade FROM 3.x, 4.x or 6.0 TO 10.0, which will require a fresh install of release 10.0, or

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Customers wanting to upgrade to new hardware. For customers desiring to perform a fresh install, the customer should order the PUT Product ID corresponding to their current and target release. For example: a customer is on a 4.0 Premium release and desires to perform a fresh install. Customer should order CCX-UPG-P-40-10K9=.

The customer will have to transfer their existing license file to the new hardware, and load the upgrade license files on top of that. Refer to the bottom of this page on how to obtain the license file from the existing system. If the license file cannot be retrieved for whatever reason, please open a case with [email protected] to request a new, fresh install release Unified CCX 10.0 licenses. Customers will need to provide entitlement details (e.g. SO#, PAK or existing license files) to obtain a fresh install license. Customers who are not able to provide either of these details should mail the request to [email protected], providing as much information about the original order as possible, e.g. time frame of order, customer/partner name, number of licenses ordered, etc.

Please note: All UCSS upgrade customers using PUT and desiring to perform a fresh install must open a case with [email protected] to request a new, fresh install release 10.0 license. Customers will need to provide entitlement details (e.g. SO#, PAK or existing license files) to obtain a fresh install license. Customers who are not able to provide either of these details should mail the request to [email protected], providing as much information about the original order as possible, e.g. time frame of order, customer/partner name, number of licenses ordered, etc.

Obtaining License Information from the Unified CCX system

From the Unified CCX Administration menu bar, choose System > License Information > Display License(s).

The License Information web page opens displaying the details of the configured license such as the license type, number of IVR ports, number of seats, maximum number of agents, and so on, as well as the actual license key itself.

4.6.5 A-la-carte Upgrades

A-‐la-‐carte upgrades are offered to customers who want to do one of the following:

• Upgrade their Unified CCX to a new major release (e.g. Unified CCX 7.0 STD to Unified CCX 10.0 STD) and have not purchased a UCSS contract. There are 3 types of major release upgrades: direct, indirect and fresh install upgrades

o Direct Upgrades: only upgrades FROM release 8.0 or 9.0 TO 10.0 are supported for direct upgrades. The Unified CCX 10.0 upgrade process will ensure that all information (e.g. historical reporting data, configuration data, workflows, etc.) will be migrated to Unified CCX 10.0.

o Indirect Upgrades: Upgrades FROM 5.0, 7.0 TO 10.0 will require an intermediate upgrades to 8.0 and 9.0 respectively to ensure that all information

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will be migrated. Any such upgrade order will include all necessary intermediate upgrade Unified CCX media kits and licenses.

o Example: Customer is upgrading from Unified CCX 5.0 to 10.0. Customer must upgrade 5.0 -> 8.0 -> 10.0. Customer will receive media kits for 8.0 as well as upgrade license files for Unified CCX 5.0 to 8.0 and 8.0 to 10.0

o Fresh Installs. A new installation is needed in two cases:

- Either an upgrade FROM 3.x, 4.x or 6.0 TO 10.0, which will require a fresh install of release 10.0

- Customer wanting to upgrade to new hardware. o The customer will have to transfer their existing license file to the new

hardware, and load the upgrade license files on top of that. Refer to the information in the box below on how to obtain the license file from the existing system. If the license file cannot be retrieved for whatever reason, please open a case with [email protected] to request a new, fresh install release 10.0 license. Customers will need to provide entitlement details (e.g. SO#, PAK or existing license files) to obtain a fresh install license. Customers who are not able to provide either of these details should mail the request to [email protected], providing as much information about the original order as possible, e.g. time frame of order, customer/partner name, number of licenses ordered, etc.

• Upgrade their Unified CCX seats to another package (e.g. Unified CCX 10.0 STD to Unified CCX 10.0 ENH). Note that adding the High Availability option to a Unified CCX system is not considered an upgrade, but an add-on. It is covered in Section 4.6.3. There are three different types of seat upgrades:

o Standard to Enhanced o Standard to Premium o Enhanced to Premium

Note: A combination of the above, i.e. a major release upgrade and a seat upgrade at the same time (e.g. Unified CCX 7.0 STD to Unified CCX 10.0 PRE) is not supported. Customers would need to first upgrade the version and upgrade the package.

Upgrade licenses are available in eDelivery (Cisco Recommended, but only available for direct upgrades, i.e. from 7.0 or later) or traditional physical delivery (all upgrades). They are described in sections 4.6.5.1 and 4.6.5.2 respectively.

All upgrades must be ordered using the Product ID that specifies the release FROM which the customer is upgrading. It is important to order the correct product code, or else the upgrade license key will not work.

Here are some example upgrade orders. The product IDs are described in detail in the following sections of this chapter.

Example 1: Unified CCX 10.0 Standard to 10.0 Enhanced

Customer has a Unified CCX 10.0 Standard system and wishes to upgrade to a Unified CCX 10.0 Enhanced non-HA system. This case is a Standard to Enhanced seat upgrade

Ordering Guide



only. No media is required in this case. Use product ID:

CCX-10-UPG-K9 CCX 10.0 UPGRADE

CCX10-10U-S-E-S1 CCX 10.0 UPGRADE - 10.0 to 10.0 Qty 1 STD-ENH Seat

Example 2: Unified CCX 4.0 Enhanced HA to 10.0 Premium HA

Customer is upgrading from Unified CCX 4.0 Enhanced HA to 10.0 Premium HA. This is a combined major release and seat upgrade. For this order physical delivery is the only option. The customer needs to upgrade to Unified CCX 10.0 Enhanced first and then upgrade from Unified CCX 10.0 Enhanced to Premium.


CCX-4X-10-EHA CCX 10.0 UPGRADE - 4.X to 10.0 ENH HA-HA

CCX-10-10-EPHA CCX 10.0 UPGRADE - 10.0 to 10.0 ENH-PRE HA-HA

CCX4X-10U-E-E-S1 CCX 10.0 UPGRADE - 4.X to 10.0 Qty 1 ENH-ENH Seat

CCX10-10U-E-P-S1 CCX 10.0 UPGRADE - 10.0 to 10.0 Qty 1 ENH-PRE Seat LICENSE ONLY

The customer will receive the licenses and the Unified CCX 10.0 media kit as part of this order.

Example 4: Unified CCX 7.0 Enhanced to 9.0 Enhanced

Customer has a Unified CCX 7.0 Enhanced non-HA system and wishes to upgrade to a Unified CCX 9.0 Enhanced non-HA system. This case is a major release upgrade only and electronic delivery can be used. The media and licenses required for the interim upgrade from 7.0 to 9.0 and 9.0 to 10.0 will be shipped.

Use product IDs:


CCX70-10U-E-E-S1 CCX 10.0 UPGRADE - 7.0 to 10.0 Qty 1 ENH-ENH Seat LICENSE ONLY

If the customer has a Unified CCX 8.0 HA system, upgrading to an 10.0 HA system, the HA upgrade product code would have to be added:

CCX-10-UPG-K9 CCX 10.0 UPGRADE - eDelivery LICENSES ONLY

CCX80-10U-E-E-S1 CCX 9.0 UPGRADE - 8.0 to 10.0 Qty 1 ENH-ENH Seat LICENSE ONLY

CCX-80-10-EHA CCX 10.0 UPGRADE - 8.0 to 10.0 ENH HA-HA

Example 5:

Customer has ordered the 25 Premium seat promo bundle with a new BE6000 and wishes to add 10 more seat licenses and High Availability.

CCX-10-ADD-K9 CCX 10.0 ADDON Quantity 1

CCX-10-A-P-LIC CCX 10.0 PRE Seat Qty 1 ADDON License Quantity 10

CCX-10-PHA-LIC CCX 10.0 PRE HA License Quantity 1

Ordering Guide



4.6.5.1 Ordering A La Carte UPGRADES

For pDelivery a la card upgrade orders the media are included in the license orders. So there is no need to order media separately.

4.6.5.1.1 Licenses

Licenses MUST be ordered for upgrade orders.

PLEASE NOTE: Upgrade PAKs cannot be provided for any release 3.x customer. As a result, customers upgrading from a 3.x release, must open a case with [email protected] to obtain a 4.0 license. Customers will need to provide entitlement details (e.g. SO#, PAK or existing license files) of the original 3.x system. Customers who are not able to provide either of these details should mail the request to [email protected], providing as much information about the original order as possible, e.g. time frame of order, customer/partner name, number of licenses ordered, etc., so that the original order details can be researched.

Any release 4.0 or later customer does not have to open a case and the appropriate licenses will be provided in the order.

Upgrade Type

From Release

Seat Upgrade (Order one per agent)

List Price

HA Upgrade (Order one per system)

List Price

Any – top level SKU

Any CCX-10-UPG-K9 $0

Premium 3.x CCX3X-10U-P-P-S1 $925

4.x CCX4X-10U-P-P-S1 $925

5.0 CCX50-10U-P-P-S1 $925 CCX-50-10-PHA $7498

6.0 CCX60-10U-P-P-S1 $925 CCX-60-10-PHA $7498

7.0 CCX70-10U-P-P-S1 $925 CCX-70-10-PHA $7498

8.0 CCX80-10U-P-P-S1 $925 CCX-80-10-PHA $7498

8.5 CCX85-10U-P-P-S1 $925 CCX-85-10-PHA $7498

9.0 CCX90-10U-P-P-S1 $925 CCX-90-10-PHA $7498

Enhanced 3.x CCX3X-10U-E-E-S1 $625

4.X CCX4X-10U-E-E-S1 $625 CCX-4X-10-EHA $4498

5.0 CCX50-10U-E-E-S1 $625 CCX-50-10-EHA $4498

6.0 CCX60-10U-E-E-S1 $625 CCX-60-10-EHA $4498

7.0 CCX70-10U-E-E-S1 $625 CCX-70-10-EHA $4498

8.0 CCX80-10U-E-E-S1 $625 CCX-80-10-EHA $4498

8.5 CCX85-10U-E-E-S1 $625 CCX-85-10-EHA $4498

9.0 CCX90-10U-E-E-S1 $625 CCX-90-10-EHA $4498

Standard 3.x CCX3X-10U-S-S-S1 $198 HA not available

4.X CCX4X-10U-S-S-S1 $198 HA not available

5.0 CCX50-10U-S-S-S1 $198 HA not available




Ordering Guide



Upgrade Type

From Release

Seat Upgrade (Order one per agent)

List Price

HA Upgrade (Order one per system)

List Price


STD-ENH Seat Upgrade – order for every agent:

10.0 CCX10-10U-S-E-S1 $849 Order Enhanced HA as Addon

STD-PRE Seat Upgrade – order for every agent:

10.0 CCX10-10U-S-P-S1 $1449 Order Premium HA as Addon

ENH-PRE HA Upgrade

10.0 CCX10-10U-E-P-S1 $599 CCX-10-10-EPHA $6000

Please note that STD-PRE HA and STD-ENH HA upgrades are not available. HA has to be ordered as an add-on after upgrading the seats to Unified CCX 10.0.

4.6.5.2 Updating UCSS contract when upgrading Unified CCX licenses

UCSS cannot be upgraded from one category to another (e.g. Standard to Enhanced). If the customer upgrades within the solution, they need to purchase UCSS for greater or equal value to cover the new version, then they can request a credit on the unused term of the original purchase from Customer Service. Please contact [email protected] for the External Credit Request Form to process the credit. A new PAK will be assigned for the new version and counts.

Please contact [email protected] for questions regarding UCSS.

4.6.6 WFO and WFM Upgrades

WFO and WFM upgrades are tied to the version of the Unified CCX they are associated with.

4.6.6.1 UCSS upgrades for WFO

Customers who have a valid UCSS contract can upgrade CR/QM/AQM as described below:

Upgrading from Upgrading To Order on PUT

2.6.x, 2,7.x 10.0(1) CCX-UPG-CR70-10K9= CCX-UPG-QM70-10K9= CCX-UPGAQM70-10K9=

8.0(2) 10.0(1) CCX-UPG-CR80-10K9= CCX-UPG-QM80-10K9= CCX-UPGAQM80-10K9=

8.5.x 10.0(1) CCX-UPG-CR85-10K9= CCX-UPG-QM-85-10K9= CCX-UPG-AQM-85-10K9=

9.0.x 10.0(1) CCX-UPG-CR90-10K9= CCX-UPG-QM-90-10K9= CCX-UPG-AQM-90-10K9=

Ordering the above part numbers on PUT results in shipment of the media and licenses.

Ordering Guide



4.6.6.2 A-la-carte Upgrades for CR/QM/AQM

Customers who do not have a valid ESW/UCSS contract can use a-la-carte upgrades to order the required CR/QM/AQM versions.

Upgrading From Upgrading To Order List Price

Any Any CCX-10-UPG-K9 $0

CR 2.6(1), 2.6(2), 2.7(2), 2.7(3) CR 10.0(1) CCX-70-10U-C-CS1 $163

QM 2.6(1), 2.6(2), 2.7(2), 2.7(3) QM 10.0(1) CCX-70-10U-Q-QS1 $248

AQM 2.6(1), 2.6(2), 2.7(2), 2.7(3) AQM 10.0(1) CCX-70-10U-A-AS1 $348 CR 8.0(2) CR 10.0(1) CCX-80-10U-C-CS1 $163

QM 8.0(2) QM 10.0(1) CCX-80-10U-Q-QS1 $248

AQM 8.0(2) AQM 10.0(1) CCX-80-10U-A-AS1 $348

CR 8.5.X CR 10.0(1) CCX-85-10U-C-CS1 $163

QM 8.5.X QM 10.0(1) CCX-85-10U-Q-QS1 $248

AQM 8.5.X AQM 10.0(1) CCX-85-10U-A-AS1 $348

CR 9.0 CR 10.0(1) CCX-90-10U-C-CS1 $163

QM 9.0 QM 10.0(1) CCX-90-10U-Q-QS1 $248

AQM 9.0 AQM 10.0(1) CCX-90-10U-A-AS1 $348

CR 10.0(1) QM 10.0(1) CCX-10-10U-CQMS1 $248

CR 10.0(1) AQM 10.0(1) CCX-10-10UCAQMS1 $348

QM 10.0(1) AQM 10.0(1) CCX-10-10UQAQMS1 $348

4.6.6.3 Upgrading WFM using the Product Upgrade Tool (PUT)

Customers who have a valid UCSS contract can upgrade WFM as described below:


8.2.x, 8.3.x 10.0(1) CCX-UPG-WFM-70-10=

8.3.4 10.0(1) CCX-UPG-WFM-80-10=

8.5.x 10.0(1) CCX-UPG-WFM-85-10=

9.0 10.0(1) CCX-UPG-WFM-90-10=

Ordering the above part numbers on PUT results in shipment of the physical media and pDelivery upgrade licenses.

4.6.6.4 A-la-carte Upgrades for WFM

Customers who do not have a valid ESW/UCSS contract can use a-la-carte upgrades to order the required WFM versions.

Upgrading From Upgrading To Order List Price

Any Any CCX-10-UPG-K9 $0

CCX 7.0 WFM 8.2.x, 8.3.x

CCX 10.0 WFM 10.0(1)

CCX-70-10U-W-WS1 $275

CCX 8.0 WFM 8.3(4)

CCX 10.0 WFM 10.0(1)

CCX-80-10U-W-WS1 $275

Ordering Guide



CCX 8.5 WFM 8.5.x

CCX 10.0 WFM 10.0(1)

CCX-85-10U-W-WS1 $275

CCX 9.0 WFM 10.0(1)

CCX 10.0 WFM 10.0(1)

CCX-90-10U-W-WS1 $275

4.6.7 Unified CCX Promotional Bundle

Cisco is providing a limited time promotional offer for a Cisco Unified CCX system with NEW purchase of Cisco Unified Communication Manager (Unified CM) or Cisco Business Edition 6000 (BE6000). The promotional bundle include 5/25 Enhanced seats or 5/25 Premium seats. However, only one bundle can be chosen and promotional bundles cannot be combined.

PLEASE NOTE: Entitlement for the underlying appliance operating system and database is included as part of the 5/25 seat bundles. Ordering CCX-10-5E provides the operating system and database entitlement for the 5 seat Unified CCX Enhanced promo bundle that is provided with new orders of the BE 6000 and Unified CM.

Product Number

Description List Price (USD)

CCX-10-5E Entitlement SKU for 5-seat promo bundle $995

CCX-10-5P CCX 9.0 10 Enhanced Seat Bundle $2,995

CCX-10-25E CCX 9.0 25 Enhanced Seat Bundle $22,395

CCX-10-25P CCX 9.0 25 Premium Seat Bundle $34,495

Note that promo bundles cannot be combined – for e.g. customers cannot combine the 5 seat promo bundle with the new 25 seat promo bundle to create a 30 seat deployment. If additional seats or options are required, please configure CCX-10-ADDON-K9.

Please refer to http://www.cisco.com/web/partners/sell/promotions/cucce_bundle.html for information on the bundle and to http://www.cisco.com/en/US/partner/products/sw/custcosw/ps1846/prod_promotions_list.html for Q&A on this promotional offer.

Please read http://www.cisco.com/en/US/partner/products/sw/custcosw/ps1846/prod_promotions_list.html for Q&A on this promotional offer if this is your first time positioning it.

PLEASE NOTE: Due to internal Cisco order fulfillment constraints Cisco ships one bundle for every new UCM or BE 6000 shipped. For Unified CM, customers are entitled to one and only one bundle per Unified CM cluster.

Example: Customer orders a three Unified CM cluster and receive three bundles, one for each Unified CM ordered. The customer is entitled to deploy one and only one bundle on that cluster. The three bundles received may not be aggregated on that cluster. The other two bundles received may also not be used on any other cluster.

Essential Operate Services – Software (ESW) and Unified Communications Subscription Service (UCSS) are NOT INCLUDED with this bundle. Purchasing ESW or UCSS for Unified Communications Manager does NOT provide ESW or UCSS for the

Ordering Guide



Unified CCX bundle. You must separately purchase ESW and UCSS for Unified CCX.

4.6.8 Non-production licenses

4.6.8.1 NFR Kit Product IDs

Please note that the Unified CCX NFR kit is included in the UC NFR kit.

The table below contains the Unified CCX only NFR Kit product ID, for physical or electronic delivery.

Product Number Description List Price

NFR Kit Product IDs

CCX-10-NFR= CCX 10.0 NFR Kit: PRE HA 6 seats Pre IB/OB/email, CR, QM, AQM, WFM.

$100

4.6.8.2 Customer Non-Production Systems

Unified CCX 10.0 does not at this time provide product IDs for purchase of customer non-production systems. All such systems must be ordered using ‘New’ product IDs and pricing.

4.6.9 Nuance Speech Solutions with Cisco Unified Contact Center Express and Unified IP IVR

Select automated speech recognition (ASR) and text-to-speech (TTS) solutions from Nuance can now be sold for Cisco Unified Contact Center Express (Unified CCX) and Unified IP IVR under Cisco's SolutionsPlus program.

This is an extension of the existing Nuance SolutionsPlus program with Cisco Unified Customer Voice Portal (Unified CVP), and therefore selling Nuance for Unified CCX under SolutionsPlus is limited to CVP ATP certified partners.

Under the SolutionsPlus program, Cisco now provides orderability for the Nuance Recognizer (Tier 2, 3, and 4) ASR products and the Nuance Vocalizer TTS product. This enables customers to purchase these core Nuance products from Cisco – allowing Cisco sales quota retirement – with Nuance providing order fulfillment and product support. It is also possible to purchase Nuance maintenance contracts through Cisco. Please note that SolutionsPlus is not an OEM, meaning that these are Nuance products supported by Nuance; hence there is no Cisco ESW or UCSS maintenance.

Cisco sales teams and CVP ATP certified partners who are considering placing orders for Nuance products for Unified CCX through Cisco should adhere to the following guidelines:

• Nuance should be brought into the deal early, as they must validate the order and deployment plan before the order will be approved.

• Ensure the customer executes the End User License Agreement (EULA) for the Nuance products with Nuance, not Cisco.

• Ensure the customer understands that support for the Nuance products is provided by Nuance – not Cisco – under a Nuance warranty.

• All Nuance products ordered through Cisco will be placed on Compliance Hold until

Ordering Guide



Nuance approves/accepts the deal and the deal is approved through the CCBU Assessment to Quality (A2Q) process.

• There is no VIP for Nuance products ordered through Cisco, nor is there any discounting beyond the standard partner discount (e.g., DSA discounts are not available)

Additional information on the Cisco SolutionsPlus program with Nuance is located on the Unified CVP "Partner Resources" page at www.cisco.com/go/cvp.




Please read the general information in Section 4 and then turn to the section that covers your specific ordering scenario:

• Chapter 4.7.2: New Unified CCX 9.0 Systems • Chapter 4.7.3: Add-ons (i.e. add optional components, such as HA or WFO) or

expansions (e.g. add more seat licenses) to an existing Unified CCX 9.0 system • Chapter 4.7.4 Release upgrades with ESW or Unified Communication Subscription

Service (UCSS) from earlier releases of Unified CCX to Unified CCX 9.0 • Chapter 4.7.5: Release upgrades without ESW or UCSS from earlier releases of

Unified CCX to Unified CCX 9.0, or seat upgrade (e.g. from enhanced to premium). These are called a-la-carte upgrades.


Cisco offers electronic and physical delivery options for licenses and media. The following options are available:

(d) Physical delivery of licenses (box with a paper license document and PAK code) with physical delivery of media (DVD in a box)

(e) Electronic delivery of licenses (email with license document and PAK code) with physical delivery of media (DVD in a box)

(f) Electronic delivery of licenses (email with license document and PAK code) with electronic software delivery of media (media download).

Product codes for electronic delivery of licenses start with ‘L-’. Product codes for Electronic Software Delivery start with ‘R-’.





such as HA or CR, QM, AQM or WFM • Release upgrades

Media does not need to be ordered for:

• Expansions

Ordering Guide



• Seat upgrades

4.7.1.4 Activating Unified CCX licenses

When a Unified CCX license is ordered, Cisco ships a Product Authorization Key (PAK) – via physical delivery or electronic delivery - to the physical or e-mail address listed on your Cisco Sales Order.

To obtain a license file for the Unified CCX servers, complete the following steps:

• Enter the PAK that you received in the License Registration Web tool at http://www.cisco.com/go/license and click submit.

• Follow the system prompts. You must enter the License MAC of the first node of the Unified CCX cluster. You must enter a valid e-mail address as well as the number of nodes for which you need licenses.




Every Unified CCX media kit ships with temporary licenses to facilitate installation and testing before production/permanent licenses arrive. These licenses are valid for 30 days after installation. If, for whatever reason, temporary licenses are needed for an extended period, they can be requested by Cisco account teams using the internal temporary license tool. Unified CCX Product Management will review these requests, so please provided detailed reasons why temporary licenses are needed in the ‘remarks’ field. Upon approval the license file will be emailed to the address provided.



New system orders require the following to be ordered:

• Media and/or servers (section 4.7.2.1), as well as • Licenses (section 4.7.2.2)

There is a minimum requirement to order ten Unified CCX seat licenses when ordering a new system.

Customers who wish to deploy Web Chat with CCX 9.0 will need to order the SocialMiner media kit and the SocialMiner server license, details of which are available in Section 8.1 SocialMiner for Unified CCX customers.


Ordering Guide



4.7.2.1 Media and/or servers

To obtain Cisco MCS servers and/or media kits one of the following must be configured:

CCX-90-SRVRS-MEDIA CCX 9.0 NEW Deployment-Appliances, Servers, Media Kits

CCX-90-SRVRS-MEDIA provides the option to configure both servers and include the media. Customers who do not require the servers can order only the required media through this product code, for physical delivery.

PLEASE NOTE: Cisco Unified Computing Servers (UCS) cannot be configured and ordered via the product ID above and must be configured and ordered separately. See chapter 12 of the Ordering Guide for Cisco Customer Contact Solutions for information about UCS ordering. When deploying Unified CCX on UCS servers, Unified CCX Media must still be ordered via one of the product codes above.

There are four media kits that can be ordered using the product codes above. The following table specifies which one is needed with which licenses:


CCX-90MEDIAKIT-K9=

CCX 9.0 CCX Media Kit Standard seat, Enhanced seat, Premium seat, Enhanced High Availability, Premium High Availability, Outbound IVR

CCX90CRMEDIAKITK9=

CCX 9.0 Compliance Recording Qty 1 Media Kit


CCX90AQMMEDKITK9=

CCX 9.0 Adv Quality Manager Qty 1 Media Kit

Quality Management Advanced Quality Management

CCX-90WFMMEDIAKIT=

CCX 9.0 Workforce Manager Qty 1 Media Kit


4.7.2.2 Licenses

Media shipment (as ordered using the product codes described in section 4.7.2.1) does not include licenses. Licenses MUST be ordered separately using the product codes below. Licenses can be ordered for:

• Electronic delivery (eDelivery), as described in section 4.7.2.2.1. This is the Cisco recommended method.

• Physical delivery (pDelivery), as described in section 4.7.2.2.2

4.7.2.2.1 eDelivery Licenses (Cisco Recommended)

Model Option Class Auto

expansion ESW UCSS What ships?

L-CCX-90-NEW-LIC

L-CCX-90-E-PAK

UCSS-CCX

eDelivery PAK

NEW Premium eDelivery

eDelivery PAK

L-CCX-90-N-P-LIC ($1850) eDelivery PAK

L-CCX-90-N-CR-LIC ($295) eDelivery PAK

Ordering Guide



Model Option Class Auto expansion

ESW UCSS What ships?

L-CCX-90-N-QM-LIC ($449) L-CCX-90-P-SVR-LIC

eDelivery PAK

L-CCX-90-N-AQM-LIC ($595)

eDelivery PAK

L-CCX-90-N-WFM-LIC ($495)

eDelivery PAK

L-CCX-90-N-PHA-LIC ($14,995)

N/A* eDelivery PAK

L-CCX-90-NOBIVRLIC ($395)

eDelivery PAK

CCEH-CCP-SVR-LIC ($1000)

N/A

NEW Enhanced eDelivery

L-CCX-90-E-SVR-LIC

eDelivery PAK

L-CCX-90-N-E-LIC ($1250) eDelivery PAK


L-CCX-90-N-EHA-LIC ($8995)

N/A* eDelivery PAK

NEW Standard eDelivery

L-CCX-90-S-SVR-LIC

eDelivery PAK

L-CCX-90-N-S-LIC ($395) eDelivery PAK



Essential Operate Services – Software Only (ESW) for the above products can be included automatically by the ordering tool, when selecting ‘Essential SW’ as the Software Service Level on the main order form in the Cisco ordering tools.

*Note: ESW is not offered/needed for HA options

4.7.2.2.2 pDelivery Licenses



CCX-90-NEW-LIC

CCX-90-P-PAK Physical PAK

NEW Premium pDelivery

CCX-90-P-SVR-LIC

Physical PAK

CCX-90-N-P-LIC ($1850) Physical PAK

CCX-90-N-CR-LIC ($295) Physical PAK

CCX-90-N-QM-LIC ($449) Physical PAK

CCX-90-N-AQM-LIC ($595) Physical PAK

CCX-90-N-WFM-LIC ($495) Physical PAK

CCX-90-N-PHA-LIC ($14,995)

N/A* Physical PAK

CCX-90-NOBIVRLIC ($395) Physical PAK

CCEH-CCP-SVR-LIC ($1000) N/A

NEW Enhanced pDelivery

CCX-90-E-SVR-LIC

Physical PAK

CCX-90-N-E-LIC ($1250) Physical PAK


CCX-90-N-EHA-LIC ($8995) N/A* Physical PAK

NEW Physical PAK

Ordering Guide





Standard pDelivery

CCX-90-N-S-LIC ($395) CCX-90-S-SVR-LIC

Physical PAK











PLEASE NOTE: Cisco Unified Computing Servers cannot be configured and ordered via the product ID below and must be configured and ordered separately. See chapter 12 of the CCBU Ordering Guide. When deploying Unified CCX on UCS servers, Unified CCX Media must still be ordered via one of the product codes above.



CCX-90MEDIAKIT-K9=


CCX90CRMEDIAKITK9=



CCX90AQMMEDKITK9=



CCX-90WFMMEDIAKIT=



4.7.3.2 Licenses

Licenses MUST be ordered for every add-on order. eDelivery or traditional physical

Ordering Guide



delivery product licenses are configured using the product ID shown below. Choosing Physical Delivery will always result in a physical shipment of a piece of paper with a PAK from the factory. Cisco recommends using electronic delivery of PAK codes, using the eDelivery product codes.

NOTE: Customer will not have to reinstall or restart Unified CCX when additional seat licenses are added. Starting with release 8.0, no downtime is required for installing a new license.




L-CCX-90-ADDON

L-CCX-90-E-PAK eDelivery PAK


eDelivery PAK

L-CCX-90-A-P-LIC ($1850) eDelivery PAK

L-CCX-90-A-CR-LIC ($295) eDelivery PAK

L-CCX-90-A-QM-LIC ($449) eDelivery PAK

L-CCX-90-A-AQM-LIC ($595)

eDelivery PAK

L-CCX-90-A-WFM-LIC ($495)

eDelivery PAK

L-CCX-90-A-PHA-LIC ($14,995)

N/A* eDelivery PAK

L-CCX-90-AOBIVRLIC ($395)

eDelivery PAK


eDelivery PAK

L-CCX-90-A-E-LIC ($1250) eDelivery PAK


L-CCX-90-A-EHA-LIC ($8995)

N/A* eDelivery PAK


eDelivery PAK



ESW for the above products can be included automatically by the ordering tool, when selecting the option to do so.


4.7.3.2.2 p Delivery Licenses



CCX-90-ADDON

CCX-90-P-PAK pDelivery PAK


pDelivery PAK

CCX-90-A-P-LIC ($1850) pDelivery PAK

CCX-90-A-CR-LIC ($295) pDelivery PAK

Ordering Guide





CCX-90-A-QM-LIC ($449)

pDelivery PAK

CCX-90-A-AQM-LIC ($595) pDelivery PAK

CCX-90-A-WFM-LIC ($495) pDelivery PAK

CCX-90-A-PHA-LIC ($14,995)

N/A* pDelivery PAK

CCX-90-AOBIVRLIC ($395) pDelivery PAK


pDelivery PAK

CCX-90-A-E-LIC ($1250) pDelivery PAK


CCX-90-A-EHA-LIC ($8995) N/A* pDelivery PAK

NEW Standard pDelivery

pDelivery PAK

CCX-90-A-S-LIC ($395) pDelivery PAK





The following release upgrades are available for Unified CCX with eligibility determined by whether the customer has an ESW contract or UCSS or both:

• Software updates, e.g. 9.0(1) to 9.0(1) SU1. See section 4.7.4.1. • Maintenance Releases, e.g. 9.0(1) to 9.0(2). See section 4.7.4.1. • Minor Release Updates, e.g. 9.0(1) to 9.5(1). See section 4.7.4.1 • Major Release Updates, e.g. 8.0(2) to 9.0(1). See section 4.7.4.2.


Software Updates



Maintenance releases (e.g. 7.0(1) to 7.0(2) or 8.0(1) to 8.0(2)) are available on cisco.com for download for customers who have a valid ESW contract. For download location, see below.


Major release upgrades, e.g. 7.0(1) to 9.0(1), for customers who have a valid UCSS contract can be ordered via the Product Upgrade Tool (PUT, http://tools.cisco.com/gct/Upgrade/jsp/index.jsp). PUT provides the list of eligible products that can be ordered based on the contract details. The product codes and descriptions should be self-explanatory, but here is the generic nomenclature for a Unified CCX PUT product code: CCX-UPG-<Feature>-<FROM release>-<TO

Ordering Guide



release><K9>= (sometimes the dashes are dropped to stay within the 18 character product code limit).


o S – CCaX Standard o E – CCX Enhanced, no HA o EHA – CCX Enhanced, with HA o P – CCX Premium, no HA o PHA – CCX Premium, with HA o CR – Compliance recording o QM – Quality Management o AQM – Advanced Quality Management o WFM – Workforce Management

• <FROM release> and <TO release>: 3.1 would be 31, 8.0 would be 80, etc. Note that the older releases of the Workforce Optimization (WFO) software had release numbers out of synch with Unified CCX. In these cases the WFO product codes have the Unified CCX release numbers. For example, if the customer wishes to upgrade from AQM 2.7.3 to AQM 8.0.x, the required part number would be CCX-UPG-AQM-70-80. The compatibility matrix provides the mapping between the WFO release and the Unified CCX release.

• <K9>: the ‘K9’ designator indicates that software is shipped that is subject to export controls (encryption, specifically).

Customers must order the appropriate upgrades. For example, for upgrading a Unified CCX 7.0 Enhanced HA system with Compliance recording, the following two product codes need to be ordered from the PUT tool:

• CCX-UPG-E-70-90K9= • CCX-UPGEHA-70-90K9= • CCX-UPG-CR70-90K9=

Upgrades ordered via PUT are available for pDelivery and eDelivery. Media kits and PAK for servers and seats are shipped for PUT upgrades.


• Direct Upgrades: only upgrades FROM release 7.0, 8.0 or 8.5 TO 9.0 are supported for direct upgrades. The Unified CCX 9.0 upgrade process will ensure that all information (e.g. historical reporting data, configuration data, workflows, etc.) will be migrated to 9.0. Order the appropriate single PUT upgrade product code. For example, when upgrading from 7.0 Premium to 9.0 order quantity 1 of CCX-UPG-P-70-90=

• Indirect Upgrades: upgrades FROM 3.x, 4.0, 4.5, 5.0 TO 9.0 will require an intermediate upgrades to be ordered and executed separately to ensure that all information will be migrated. In this case each interim upgrade must be ordered separately. Example: Customer is on a 3.5 Premium release and desires to perform indirect upgrade to release 9.0. Customer must upgrade in the following steps: 3.5 -> 4.0 -> 7.0 -> 9.0. Customer will need media kits for 4.0, 7.0 and 9.0 as well as upgrade license files for 3.5 -> 4.0->7.0 and 7.0->9.0. In order to receive these media and licenses, the customer must order quantity 1 of each of the following PUT

Ordering Guide



Product IDs:

o CCX-UPG-P-35-40= o CCX-UPG-P-40-70= o CCX-UPG-P-70-90=

• Fresh Installs. A new installation is needed in two cases: Either an upgrade FROM 4.1 or 6.0 TO 9.0, which will require a fresh install of release 9.0, or Customers wanting to upgrade to new hardware.

For customers desiring to perform a fresh install, the customer should order the PUT Product ID corresponding to their current and target release. For example: a customer is on a 4.0 Premium release and desires to perform a fresh install. Customer should order CCX-UPG-P-40-90=.

The customer will have to transfer their existing license file to the new hardware, and load the upgrade license files on top of that. Refer to the bottom of this page on how to obtain the license file from the existing system. If the license file cannot be retrieved for whatever reason, please open a case with [email protected] to request a new, fresh install release 9.0 licenses. Customers will need to provide entitlement details (e.g. SO#, PAK or existing license files) to obtain a fresh install license. Customers who are not able to provide either of these details should mail the request to [email protected], providing as much information about the original order as possible, e.g. time frame of order, customer/partner name, number of licenses ordered, etc.


Obtaining License Information from the Unified CCX system





• Upgrade their Unified CCX to a new major release (e.g. Unified CCX 7.0 STD to Unified CCX 9.0 STD) and have not purchased a UCSS contract. There are 3 types of major release upgrades: direct, indirect and fresh install upgrades

Ordering Guide



o Direct Upgrades: only upgrades FROM release 7.0 or 8.0 TO 9.0 are supported for direct upgrades. The Unified CCX 9.0 upgrade process will ensure that all information (e.g. historical reporting data, configuration data, workflows, etc.) will be migrated to 9.0.

o Indirect Upgrades: Upgrades FROM 3.x, 4.0, 4.5, 5.0 TO 9.0 will require an intermediate upgrades to 7.0 to ensure that all information will be migrated. Any such upgrade order will include all necessary intermediate upgrade Unified CCX media kits and licenses.

o Example: Customer is upgrading from 4.0 to 9.0. Customer must upgrade 4.0 -> 7.0 -> 9.0. Customer will receive media kits for 7.0 and 9.0 as well as upgrade license files for 7.0 and 9.0.


- Either an upgrade FROM 4.1 or 6.0 TO 9.0, which will require a fresh install of release 9.0



• Upgrade their Unified CCX seats to another package (e.g. Unified CCX 9.0 STD to Unified CCX 9.0 ENH). Note that adding the High Availability option to a Unified CCX system is not considered an upgrade, but an add-on. It is covered in chapter 4.7.3. There are three different types of seat upgrades:


• A combination of the above, i.e. a major release upgrade and a seat upgrade at the same time (e.g. Unified CCX 7.0 STD to Unified CCX 9.0 PRE).



Here are some example upgrade orders. The product IDs are described in detail in the

Ordering Guide



following sections of this chapter.

Example 1: Unified CCX 9.0 Standard to 9.0 Enhanced

Customer has an Unified CCX 9.0 Standard system and wishes to upgrade to a Unified CCX 9.0 Enhanced non-HA system. This case is a Standard to Enhanced seat upgrade only. No media is required in this case. Use product ID:

L-CCX-90-UPG-LIC CCX 9.0 UPGRADE - eDelivery LICENSES ONLY

L-CCX90-90U-S-E-S1 CCX 9.0 UPGRADE – 9.0 to 9.0 Qty 1 STD-ENH Seat LICENSE ONLY

Example 2: Unified CCX 4.0 Enhanced HA to 9.0 Premium HA

Customer is upgrading from Unified CCX 4.0 Enhanced HA to 9.0 Premium HA. This is a combined major release and seat upgrade. For this order physical delivery is the only option. All required interim release media kits and PAKs will be shipped with the order. The correct Product IDs would be qty 1 for the HA standby server and qty X for however many Unified CCX 4.0 seats are being upgraded to Unified CCX 9.0.

CCX-90-UPG-LIC CCX 9.0 UPGRADE - Physical Delivery LICENSES ONLY

CCX-90-HA-E-P-U CCX 9.0 UPGRADE - HA ENH-HA PRE LICENSE ONLY


Example 3: Unified CCX 3.5 Premium to Unified CCX 9.0 Premium

Customer is upgrading from Unified CCX 3.5 to Unified CCX 9.0. This is a combined major release and seat upgrade. For this order physical delivery is the only option. All required interim release media kits and PAKs will be shipped with the order. Customer will need to perform a 3.5->4.0->7.0->9.0 migration and will receive:

• A 4.0 media kit but no PAK – customer must open a case with [email protected] to receive a 4.0 license and provide the SO#

• A 7.0 media kit and an upgrade PAK for 4.0 to 7.0 upgrade • A 9.0 media kit and an upgrade PAK for 7.0 to 9.0 upgrade

CCX-90-UPG-LIC CCX 9.0 UPGRADE - pDelivery LICENSES ONLY

CCX3X-90-P-P-S1 CCX 9.0 UPGRADE – 3.5 to 9.0 Qty 1 PRE-PRE Seat

Example 4: Unified CCX 7.0 Enhanced to 9.0 Enhanced

Customer has an Unified CCX 7.0 Enhanced non-HA system and wishes to upgrade to a Unified CCX 9.0 Enhanced non-HA system. This case is a major release upgrade only and electronic delivery can be used. When using eDelivery SKUs, media will not be automatically added to the order. Media needs to be ordered separately, using CCX-90-SRVRS-MEDIA (physical delivery) or R-CCX-90-MEDIA (electronic software delivery).

Use product IDs:


L-CCX70-90U-E-E-S1 CCX 9.0 UPGRADE - 7.0 to 9.0 Qty 1 ENH-ENH Seat LICENSE ONLY

If the customer has an Unified CCX 7.0 HA system, upgrading to an 9.0 HA system, the

Ordering Guide



HA upgrade product code would have to be added:



L-CCX-90-HA-E-E-U CCX 9.0 UPGRADE - HA ENH-HA ENH LICENSE ONLY

4.7.5.1 Ordering UPGRADES via a la carte Electronic Delivery

For eDelivery upgrade orders two separate Product IDs may need to be configured (media and licenses). Media is not needed for seat upgrades only, when the major release is unchanged. Media is needed when doing a major release upgrade.

A la carte eDelivery upgrades are available only for customers upgrading from releases that support direct upgrades (7.0 or 8.0). Releases that do not support direct upgrades need to be configured for physical delivery (see section).

4.7.5.1.1 Media and/or servers

If new servers and/or media kits are desired or required (see paragraphs above) one of the following product IDs must be configured.






CCX-90MEDIAKIT-K9=


CCX90CRMEDIAKITK9=



CCX90AQMMEDKITK9=



CCX-90WFMMEDIAKIT=



4.7.5.1.2 Licenses

Licenses MUST be ordered using the product codes below.

Ordering Guide



Upgrade Type From Release

Order What Ships

Any – top level SKU Any L-CCX-90-UPG-LIC eDelivery PAK. This PAK is configured with the underlying agent upgrade quantities and types.

Premium (no seat upgrade) – order for every agent:

7.0 L-CCX70-90U-P-P-S1

8.0 L-CCX80-90U-P-P-S1

8.5 L-CCX85-90U-P-P-S1

9.0 L-CCX90-90U-P-P-S1

When upgrading a Premium HA system, also order qty 1 of:

7.0 L-CCX-70-90-PHA eDelivery PAK



Enhanced (no seat upgrade) – order for every agent:

7.0 L-CCX70-90U-E-E-S1

8.0 L-CCX80-90U-E-E-S1

8.5 L-CCX85-90U-E-E-S1

9.0 L-CCX90-90U-E-E-S1

Enhanced (no seat upgrade) – order for every agent: When upgrading an Enhanced HA system, also order qty 1 of:

7.0 L-CCX70-90U-E-E-S1

8.0 L-CCX80-90U-E-E-S1

8.5 L-CCX85-90U-E-E-S1

9.0 L-CCX90-90U-E-E-S1

Any L-CCX-90-HA-E-E-U eDelivery PAK

Standard (no seat upgrade) – order for every agent:

7.0 L-CCX70-90U-S-S-S1

8.0 L-CCX80-90U-S-S-S1

8.5 L-CCX85-90U-S-S-S1

9.0 L-CCX90-90U-S-S-S1

Standard (no seat upgrade) – order for every agent: STD-ENH Seat Upgrade – order for every agent:

7.0 L-CCX70-90U-S-E-S1

8.0 L-CCX80-90U-S-S-S1

8.5 L-CCX85-90U-S-S-S1

9.0 L-CCX90-90U-S-S-S1

STD-ENH Seat Upgrade – order for every agent: STD-PRE Seat Upgrade – order for every agent:

7.0 L-CCX70-90U-S-P-S1

8.0 L-CCX80-90U-S-E-S1

8.5 L-CCX85-90U-S-E-S1

9.0 L-CCX90-90U-S-E-S1

STD-PRE Seat Upgrade – order for every agent: ENH-PRE Seat Upgrade – order for every agent:

7.0 L-CCX70-90U-E-P-S1

8.0 L-CCX80-90U-S-P-S1

8.5 L-CCX85-90U-S-P-S1

9.0 L-CCX90-90U-S-P-S1

ENH-PRE Seat Upgrade – order for every agent: When upgrading an Enhanced HA system, also order qty 1 of:

7.0 L-CCX70-90U-E-P-S1

8.0 L-CCX80-90U-E-P-S1

8.5 L-CCX85-90U-E-P-S1

9.0 L-CCX90-90U-E-P-S1

Any L-CCX-90-HA-E-P-U eDelivery PAK

Note that STD-PRE HA and STD-ENH HA upgrades are not available. HA has to be

Ordering Guide



ordered as an add-on after upgrading the seats to Unified CCX 9.0

4.7.5.2 Ordering UPGRADES via A La Carte Physical Delivery


4.7.5.2.1 Servers






CCX-90MEDIAKIT-K9= CCX 9.0 CCX Media Kit Standard seat, Enhanced seat, Premium seat, Enhanced High Availability, Premium High Availability, Outbound IVR

CCX90CRMEDIAKITK9= CCX 9.0 Compliance Recording Qty 1 Media Kit


CCX90AQMMEDKITK9= CCX 9.0 Adv Quality Manager Qty 1 Media Kit


CCX-90WFMMEDIAKIT= CCX 9.0 Workforce Manager Qty 1 Media Kit


4.7.5.2.2 Licenses


PLEASE NOTE: Upgrade PAKs cannot be provided for any release 3.x customer. As a result, customers upgrading from a 3.x release, must open a case with [email protected] to obtain a 4.0 license. Customers will need to provide entitlement details (e.g. SO#, PAK or existing license files) of the original 3.x system. Customers who are not able to provide either of these details should mail the request to [email protected], providing as much information about the original order as possible, e.g. time frame of order, customer/partner name, number of licenses ordered, etc., so that the original order details can be researched.


Ordering Guide




Order What Ships

Any – top level SKU Any CCX-90-UPG-LIC pDelivery PAK. This PAK is configured with the underlying agent upgrade quantities and types. Media kits


3.x CCX3X-90U-P-P-S1

4.0 CCX40-90U-P-P-S1

4.1 CCX41-90U-P-P-S1

4.5 CCX45-90U-P-P-S1

5.0 CCX50-90U-P-P-S1

6.0 CCX60-90U-P-P-S1

7.0 CCX70-90U-P-P-S1

8.0 CCX80-90U-P-P-S1

8.5 CCX85-90U-P-P-S1


Any CCX-90-HA-P-P-U pDelivery PAK


3.x CCX3X-90U-E-E-S1

4.0 CCX40-90U-E-E-S1

4.1 CCX41-90U-E-E-S1

4.5 CCX45-90U-E-E-S1

5.0 CCX50-90U-E-E-S1

6.0 CCX60-90U-E-E-S1

7.0 CCX70-90U-E-E-S1

8.0 CCX80-90U-E-E-S1

8.5 CCX85-90U-E-E-S1

When upgrading an Enhanced HA system, also order qty 1 of:

Any CCX-90-HA-E-E-U pDelivery PAK


3.x CCX3X-90U-S-S-S1

4.0 CCX40-90U-S-S-S1

4.1 CCX41-90U-S-S-S1

4.5 CCX45-90U-S-S-S1

5.0 CCX50-90U-S-S-S1

6.0 CCX60-90U-S-S-S1

7.0 CCX70-90U-S-S-S1

8.0 CCX80-90U-S-S-S1

8.5 CCX85-90U-S-S-S1


3X CCX3X-90U-S-E-S1

4.0 CCX40-90U-S-E-S1

4.1 CCX41-90U-S-E-S1

4.5 CCX45-90U-S-E-S1

5.0 CCX50-90U-S-E-S1

6.0 CCX60-90U-S-E-S1

7.0 CCX70-90U-S-E-S1

8.0 CCX80-90U-S-E-S1

8.5 CCX85-90U-S-E-S1

Ordering Guide




Order What Ships

9.0 CCX90-90U-S-E-S1


3.x CCX3X-90U-S-P-S1

4.0 CCX40-90U-S-P-S1

4.1 CCX41-90U-S-P-S1

4.5 CCX45-90U-S-P-S1

5.0 CCX50-90U-S-P-S1

6.0 CCX60-90U-S-P-S1

7.0 CCX70-90U-S-P-S1

8.0 CCX80-90U-S-P-S1

8.5 CCX85-90U-S-P-S1

9.0 CCX90-90U-S-P-S1

ENH-PRE Seat Upgrade – order for every agent:

3X CCX3X-90U-E-P-S1

4.0 CCX40-90U-E-P-S1

4.1 CCX41-90U-E-P-S1

4.5 CCX45-90U-E-P-S1

5.0 CCX50-90U-E-P-S1

6.0 CCX60-90U-E-P-S1

7.0 CCX70-90U-E-P-S1

8.0 CCX80-90U-E-P-S1

8.5 CCX85-90U-E-P-S1

9.0 CCX90-90U-E-P-S1


Any CCX-90-HA-E-P-U pDelivery PAK

Please note that STD-PRE HA and STD-ENH HA upgrades are not available. HA has to be ordered as an add-on after upgrading the seats to Unified CCX 9.0.

4.7.5.3 Updating UCSS contract when upgrading Unified CCX licenses



4.7.6 WFO and WFM Upgrades

WFO and WFM upgrades are tied to the version of the Unified CCX they are associated with.

4.7.6.1 UCSS upgrades for WFO

Customers who have a valid UCSS contract can upgrade CR/QM/AQM as described below:

Ordering Guide




2.6.x, 2,7.x 9.0(1) CCX-UPG-CR-70-90=

CCX-UPG-QM-70-90=

CCX-UPG-AQM-70-90=

8.0(2) 9.0(1) CCX-UPG-CR-80-90=

CCX-UPG-QM-80-90=

CCX-UPG-AQM-70-90=

8.5.x 9.0(1) CCX-UPG-CR-85-90=

CCX-UPG-QM-85-90=

CCX-UPG-AQM-85-90=

Ordering the above part numbers on PUT results in shipment of the physical media and pDelivery licenses.

4.7.6.2 A-la-carte Upgrades for CR/QM/AQM

Customers who do not have a valid ESW/UCSS contract can use a-la-carte upgrades to order the required CR/QM/AQM versions.

pDelivery Licenses

Upgrading From Upgrading To Order What Ships

CR/QM/AQM

2.6(1)

2.6(2)

2.7(2)

2.7(3)

CR/QM/AQM

9.0(1)

CCX-90-UPG-LIC

CR: CCX-70-90U-C-CS1

QM: CCX-70-90U-Q-QS1

AQM: CCX-70-90U-A-AS1

Media kits and

Upgrade licenses

(physical)

CR/QM/AQM 8.0(2)

CR/QM/AQM

9.0(1)

CCX-90-UPG-LIC




Media kits and

Upgrade licenses

(physical)

CR/QM/AQM 8.5.x CR/QM/AQM

9.0(1)

CCX-90-UPG-LIC




Media kits and

Upgrade licenses

(physical)

eDelivery Licenses


CR/QM/AQM

2.6(1)

2.6(2)

2.7(2)

2.7(3)

CR/QM/AQM

9.0(1)

L-CCX-90-UPG-LIC

CR: L-CCX-70-90U-C-CS1

QM: L-CCX-70-90U-Q-QS1

AQM:L- CCX-70-90U-A-AS1

Media kits and

Upgrade licenses

(physical)

Ordering Guide




CR/QM/AQM 8.0(2)

CR/QM/AQM

9.0(1)

L-CCX-90-UPG-LIC



AQM:L- CCX-80-90U-A-AS1

Media kits and

Upgrade licenses

(physical)

CR/QM/AQM 8.5.x CR/QM/AQM

9.0(1)

L-CCX-90-UPG-LIC



AQM: L-CCX-85-90U-A-AS1

Media kits and

Upgrade licenses

(physical)

4.7.6.3 Upgrading WFM using the Product Upgrade Tool (PUT)

Customers who have a valid UCSS contract can upgrade WFM as described below:


8.2.x, 8.3.x 9.0(1) CCX-UPG-WFM-70-90=

8.3.4 9.0(1) CCX-UPG-WFM-80-90=

8.5.x 9.0(1) CCX-UPG-WFM-85-90=

Ordering the above part numbers on PUT results in shipment of the physical media and pDelivery upgrade licenses.

4.7.6.4 A-la-carte Upgrades for WFM

Customers who do not have a valid ESW/UCSS contract can use a-la-carte upgrades to order the required WFM versions.

pDelivery Licenses


CCX 7.0

WFM 8.2.x, 8.3.x

CCX 9.0

WFM 9.0(1)

CCX-90-UPG-LIC

CCX-70-90U-W-WS1

Media kits and

Upgrade licenses

(physical)

CCX 8.0

WFM 8.3(4)

CCX 9.0

WFM 9.0(1)

CCX-90-UPG-LIC

CCX-80-90U-W-WS1

Media kits and

Upgrade licenses

(physical)

CCX 8.5

WFM 8.5.x

CCX 9.0

WFM 9.0(1)

CCX-90-UPG-LIC

CCX-85-90U-W-WS1

Media kits and

Upgrade licenses

(physical)

eDelivery


Ordering Guide



CCX 7.0

WFM 8.2.x, 8.3.x

CCX 9.0

WFM 9.0(1)

L-CCX-90-UPG-LIC

L-CCX-70-90U-W-

WS1

Media kits and

Upgrade licenses

(physical)

CCX 8.0

WFM 8.3(4)

CCX 9.0

WFM 9.0(1)

L-CCX-90-UPG-LIC

CCX-80-90U-W-WS1

Media kits and

Upgrade licenses

(physical)

CCX 8.5

WFM 8.5.x

CCX 9.0

WFM 9.0(1)

CCX-90-UPG-LIC

CCX-85-90U-W-WS1

Media kits and

Upgrade licenses

(physical)

4.7.7 Unified CCX Promotional Bundle

Cisco is providing a limited time promotional offer for a Cisco Unified CCX system with NEW purchase of Cisco Unified Communication Manager (Unified CM) or Cisco Business Edition 6000 (BE 6000). The existing 5-seat promotional bundle has been expanded to include 10/25 Enhanced seats or 10/25 Premium seats. However, only one bundle can be chosen and promotional bundles cannot be combined.

PLEASE NOTE: Entitlement for the underlying appliance operating system and database is included as part of the 10/25 seat bundles. Ordering CCX-90-5E provides the operating system and database entitlement for the 5 seat Unified CCX Enhanced promo bundle that is provided with new orders of the BE 6000 and Unified CM.

Note that promo bundles cannot be combined – for e.g. customers cannot combine the 5 seat promo bundle with the new 10/25 seat promo bundle to create a 15/30 seat deployment. If additional seats are required, please configure the CCX-90-ADDON-LIC or the L-CCX-90-ADDON-LIC part number to order the required number of seats.

Product Number

Description List Price (USD)

UCSS Product Number (1 year)

UCSS List Price (USD) (1 year per seat)

CCX-90-5E Entitlement SKU for 5-seat promo bundle $2,995 UCSS-CCX-E-1-1

$100

CCX-90-10E CCX 9.0 10 Enhanced Seat Bundle $7,895 UCSS-CCX-E-1-1

$100


$100

CCX-90-10P CCX 9.0 10 Premium Seat Bundle $13,095 UCSS-CCX-P-1-1

$148


$148

Note: The UCSS part numbers listed above are for a single seat. Please order the required number of subscriptions based on the bundle.

The Unified CCX bundle must be on a separated server if MCS servers are being deployed. CCX-90-ADDON or L-CCX-90-ADDON can be configured to add additional seats or options such as HA or WFO to the 10/25 seat promo bundles.

Ordering Guide





PLEASE NOTE: Due to internal Cisco order fulfillment constraints Cisco ships one bundle for every new UCM or BE 6000 shipped. For Unified CM, customers are entitled to one and only one bundle per Unified CM cluster.


Essential Operate Services – Software (ESW) and Unified Communications Subscription Service (UCSS) are NOT INCLUDED with this bundle. Purchasing ESW or UCSS for Unified Communications Manager does NOT provide ESW or UCSS for the Unified CCX bundle. You must separately purchase ESW and UCSS for Unified CCX.

4.7.8 New and Add On Product IDs When Ordering from Cisco Wholesale Distribution Partners

The table below contains those product IDs that may be used to order from Cisco wholesale distribution partners rather than configured and ordered direct from Cisco.

Please note only eDelivery licenses are available.



Product Code List Price

L-CCX-90-P-L= CCX 9.0 NEW PREMIUM Server and 10 Seats LICENSE ONLY $18,500 UCSS-CCX-P-1-1 $1,480

L-CCX-90-PHA-L= CCX 9.0 NEW PREMIUM HA Server LICENSE ONLY $14,995

L-CCX-90-P-1SL= CCX 9.0 PRE Seat Qty 1 LICENSE ONLY $1,850 UCSS-CCX-P-1-1 $148

L-CCX-90-P-10SL= CCX 9.0 PRE Seat Qty 10 LICENSE ONLY $18,500 UCSS-CCX-P-1-1 $1,480



L-CCX-90-E-L= CCX 9.0 NEW ENH Server and 10 Seats LICENSE ONLY $12,500 UCSS-CCX-E-1-1 $1,000

L-CCX-90-EHA-L= CCX 9.0 NEW ENHANCED HA Server LICENSE ONLY $8,995

L-CCX-90-E-1SL= CCX 9.0 ENH Seat Qty 1 LICENSE ONLY $1,250 UCSS-CCX-E-1-1 $100

L-CCX-90-E-10SL= CCX 9.0 ENH Seat Qty 10 LICENSE ONLY $12,500 UCSS-CCX-E-1-1 $1,000



Ordering Guide






L-CCX-90-S-L= CCX 9.0 NEW STANDARD Server and 10 Seats LICENSE ONLY $3,950 UCSS-CCX-S-1-1 $320

L-CCX-90-S-1SL= CCX 9.0 STD Seat Qty 1 LICENSE ONLY $395 UCSS-CCX-S-1-1 $32

L-CCX-90-S-10SL= CCX 9.0 STD Seat Qty 10 LICENSE ONLY $3,950 UCSS-CCX-S-1-1 $320


L-CCX-90-S-50SL= CCX 9.0 STD Seat Qty 50 LICENSE ONLY $19,750 UCSS-CCX-S-1-1 $1,600

L-CCX-90-CR1SL= CCX 9.0 CR Seat Qty 1 LICENSE ONLY $295 UCSS-CR-1-1 $24

L-CCX-90-CR10SL= CCX 9.0 CR Seat Qty 10 LICENSE ONLY $2,950 UCSS-CR-1-1 $240


L-CCX-90-CR50SL= CCX 9.0 CR Seat Qty 50 LICENSE ONLY $14,750 UCSS-CR-1-1 $1,200

L-CCX-90-QM1SL= CCX 9.0 Quality Manager Seat Qty 1 LICENSE ONLY $449 UCSS-QM-1-1 $35

L-CCX-90-QM10SL= CCX 9.0 Quality Manager Seat Qty 10 LICENSE ONLY $4,490 UCSS-QM-1-1 $350


L-CCX-90-QM50SL= CCX 9.0 Quality Manager Seat Qty 50 LICENSE ONLY $22,450 UCSS-QM-1-1 $1,750

L-CCX-90-AQM1SL= CCX 9.0 Advanced Quality Manager Seat Qty 1 LICENSE ONLY $595 UCSS-AQM-1-1 $42

L-CCX-90-AQM10SL= CCX 9.0 Advanced Quality Manager Seat Qty 10 LICENSE ONLY $5,950 UCSS-AQM-1-1 $421

L-CCX-90-AQM25SL= CCX 9.0 Advanced Quality Manager Seat Qty 25 LICENSE ONLY $14,875 UCSS-AQM-1-1 $1,052

L-CCX-90-AQM50SL= CCX 9.0 Advanced Quality Manager Seat Qty 50 LICENSE ONLY $29,750 UCSS-AQM-1-1 $2,104

L-CCX-90-WFM1SL= CCX 9.0 Workforce Manager Seat Qty 1 LICENSE ONLY $495 UCSS-WFM-1-1 $35

L-CCX-90-WFM10SL= CCX 9.0 Workforce Manager Seat Qty 10 LICENSE ONLY $4,950 UCSS-WFM-1-1 $350

L-CCX-90-WFM25SL= CCX 9.0 Workforce Manager Seat Qty 25 LICENSE ONLY $12,375 UCSS-WFM-1-1 $875

L-CCX-90-WFM50SL= CCX 9.0 Workforce Manager Seat Qty 50 LICENSE ONLY $24,750 UCSS-WFM-1-1 $1,750



Please note that the Unified CCX NFR kit is included in the UC NFR kit.

The table below contains the Unified CCX only NFR Kit product ID, for physical or electronic delivery.


NFR Kit Product IDs

CCX-90-NFR= CCX 9.0 NFR Kit: PRE HA 6 seats Pre IB/OB/email, CR, QM, AQM, WFM.

$100

Ordering Guide



R-CCX-90-NFR= CCX 9.0 NFR Kit: PRE HA 6 seats Pre IB/OB/email, CR, AQM, WFM

$100



4.7.10 Nuance Speech Solutions with Cisco Unified Contact Center Express and Unified IP IVR

Select automated speech recognition (ASR) and text-to-speech (TTS) solutions from Nuance can now be sold for Cisco Unified Contact Center Express (Unified CCX) and Unified IP IVR under Cisco's SolutionsPlus program.

This is an extension of the existing Nuance SolutionsPlus program with Cisco Unified Customer Voice Portal (Unified CVP), and therefore selling Nuance for Unified CCX under SolutionsPlus is limited to CVP ATP certified partners.

Under the SolutionsPlus program, Cisco now provides orderability for the Nuance Recognizer (Tier 2, 3, and 4) ASR products and the Nuance Vocalizer TTS product. This enables customers to purchase these core Nuance products from Cisco – allowing Cisco sales quota retirement – with Nuance providing order fulfillment and product support. It is also possible to purchase Nuance maintenance contracts through Cisco. Please note that SolutionsPlus is not an OEM, meaning that these are Nuance products supported by Nuance; hence there is no Cisco ESW or UCSS maintenance.

Cisco sales teams and CVP ATP certified partners who are considering placing orders for Nuance products for Unified CCX through Cisco should adhere to the following guidelines:

• Nuance should be brought into the deal early, as they must validate the order and deployment plan before the order will be approved.

• Ensure the customer executes the End User License Agreement (EULA) for the Nuance products with Nuance, not Cisco.

• Ensure the customer understands that support for the Nuance products is provided by Nuance – not Cisco – under a Nuance warranty.

• All Nuance products ordered through Cisco will be placed on Compliance Hold until Nuance approves/accepts the deal and the deal is approved through the CCBU Assessment to Quality (A2Q) process.

• There is no VIP for Nuance products ordered through Cisco, nor is there any discounting beyond the standard partner discount (e.g., DSA discounts are not available)

Additional information on the Cisco SolutionsPlus program with Nuance is located on the Unified CVP "Partner Resources" page at www.cisco.com/go/cvp.

Ordering Guide






Please read the general information in Section 4, and then turn to the section that covers your specific ordering scenario:

• Chapter 4.8.2: New CCX 8.5 Systems • Chapter 4.8.3: Add-ons(i.e. add optional components, such as HA or WFO) or

expansions (e.g. add more seat licenses) to an existing CCX 8.5 system • Chapter 4.8.4: Release upgrades with ESW or Unified Communication Subscription

Service (UCSS) from earlier releases of CCX to CCX 8.5 • Chapter 4.8.5: Release upgrades without ESW or UCSS from earlier releases of

CCX to CCX 8.5, or seat upgrade (e.g. from enhanced to premium). These are called a-la-carte upgrades.


Cisco offers electronic and physical delivery options for licenses and media. The following options are available:

(g) Physical delivery of licenses (box with a paper license document and PAK code) with physical delivery of media (DVD in a box)

(h) Electronic delivery of licenses (email with license document and PAK code) with physical delivery of media (DVD in a box)

(i) Electronic delivery of licenses (email with license document and PAK code) with electronic software delivery of media (media download).

Product codes for electronic delivery of licenses start with ‘L-’. Product codes for Electronic Software Delivery start with ‘R-’.





such as HA or CR, QM, AQM or WFM • Release upgrades • Media does not need to be ordered for: • Expansions • Seat upgrades

4.8.1.4 Activating CCX licenses

When a CCX license is ordered, Cisco ships a Product Authorization Key (PAK) – via physical delivery or electronic delivery - to the physical or e-mail address listed on your Cisco Sales Order.

To obtain a license file for the CCX servers, complete the following steps:

• Enter the PAK that you received in the License Registration Web tool at

Ordering Guide



http://www.cisco.com/go/license and click submit. • Follow the system prompts. You must enter the License MAC of the first node of the

CCX cluster. You must enter a valid e-mail address as well as the number of nodes for which you need licenses.




Every CCX media kit ships with temporary licenses to facilitate installation and testing before production/permanent licenses arrive. These licenses are valid for 30 days after installation. If, for whatever reason, temporary licenses are needed for an extended period, they can be requested by Cisco account teams using a tool which can be found here: http.

CCX Product Management will review these requests, so please provided detailed reasons why temporary licenses are needed in the ‘remarks’ field. Upon approval the license file will be emailed to the address provided.



New system orders require the following to be ordered:

• Media and/or servers (section 4.8.2.1), as well as • Licenses (sections 4.8.2.2.1 and 4.8.2.2.2)

There is a minimum requirement to order ten CCX seat licenses when ordering a new system.



To obtain Cisco MCS servers and/or media kits one of the following must be configured:


R-CCX-85-MEDIA2 Electronic Software Delivery for UCCX and WFO media


2 This ESD bundle SKU may not be orderable yet at the time of publishing this version of the

Ordering Guide. However, the individual ESD media kit SKU listed in the table below, are orderable.

Ordering Guide



R-CCX-85-MEDIA can be used by customers who already have the servers and require electronic software delivery of the media.

PLEASE NOTE: Cisco Unified Computing Servers (UCS) cannot be configured and ordered via the product ID above and must be configured and ordered separately. See chapter 12 of the Ordering Guide for Cisco Customer Contact Solutions for information about UCS ordering. When deploying CCX on UCS servers, UCCX Media must still be ordered via one of the product codes above.



CCX-85MEDIAKIT-K9= R-CCX-85MEDKIT-K9=


CCX85CRMEDIAKITK9= R-CCX85CRMEDKITK9=



CCX85AQMMEDKITK9= R-CCX85QMMEDKITK9= R-CCX85AQMMEDK9=



CCX-85WFMMEDIAKIT= R-CCX-85WFMMEDKIT=



4.8.2.2 Licenses

Media shipment (as ordered using the product codes described in section 4.8.2.1) does not include licenses. Licenses MUST be ordered separately using the product codes below. Licenses can be ordered for:

• Electronic delivery (eDelivery), as described in section 4.8.2.2.1. This is the Cisco recommended method.

• Physical delivery (pDelivery), as described in section 4.8.2.2.2


The L-CCX-85-NEW Apollo bundle for eDelivery of licenses and UCSS includes the following options:

L-CCX-85-NEW

Option CCX 8.5 NEW Deployment-Product, UCSS eDelivery LICENSES ONLY

L-CCX-85-NEW-LIC Details described in table below

L-UCSS-CCX See UCSS ordering guide for details.

Model Option Class Auto

expansion ESW UCSS What ships?

L-CCX-85-NEW-LIC

L-CCX-85-E-PAK

UCSS-CCX

eDelivery PAK

NEW Premium

eDelivery PAK

L-CCX-85-N-P-LIC ($1850) eDelivery PAK

Ordering Guide





eDelivery L-CCX-85-N-CR-LIC ($295) L-CCX-85-P-SVR-LIC

eDelivery PAK

L-CCX-85-N-QM-LIC ($449) eDelivery PAK

L-CCX-85-N-AQM-LIC ($595)

eDelivery PAK

L-CCX-85-N-WFM-LIC ($495)

eDelivery PAK

L-CCX-85-N-PHA-LIC ($14,995)

N/A* eDelivery PAK

L-CCX-85-NOBIVRLIC ($395)

eDelivery PAK


L-CCX-85-E-SVR-LIC

eDelivery PAK

L-CCX-85-N-E-LIC ($1250) eDelivery PAK


L-CCX-85-N-EHA-LIC ($8995)

N/A* eDelivery PAK


L-CCX-85-S-SVR-LIC

eDelivery PAK





4.8.2.2.2 pDelivery Licenses

The CCX-85-NEW Apollo bundle for pDelivery of licenses and UCSS includes the following options:

CCX-85-NEW

CCX 8.5 NEW Deployment-Product, UCSS pDelivery LICENSES ONLY

CCX-85-NEW-LIC Details described below

UCSS-CCX See UCSS ordering guide for details



CCX-85-NEW-LIC

CCX-85-P-PAK Physical PAK


CCX-85-P-SVR-LIC

Physical PAK

CCX-85-N-P-LIC ($1850) Physical PAK


CCX-85-N-QM-LIC ($449) Physical PAK

CCX-85-N-AQM-LIC ($595) Physical PAK

CCX-85-N-WFM-LIC ($495) Physical PAK

CCX-85-N-PHA-LIC ($14,995)

N/A* Physical PAK

CCX-85-NOBIVRLIC ($395) Physical PAK

Ordering Guide






CCX-85-E-SVR-LIC

Physical PAK

CCX-85-N-E-LIC ($1250) Physical PAK


CCX-85-N-EHA-LIC ($8995) N/A* Physical PAK


CCX-85-S-SVR-LIC

Physical PAK

CCX-85-N-S-LIC ($395) Physical PAK












PLEASE NOTE: Cisco Unified Computing Servers cannot be configured and ordered via the product ID below and must be configured and ordered separately. See chapter 12 of the CCBU Ordering Guide. When deploying CCX on UCS servers, UCCX Media must still be ordered via one of the product codes above.




Ordering Guide















4.8.3.2 Licenses

Licenses MUST be ordered for every add-on order. eDelivery or traditional physical delivery product licenses are configured using the product ID shown below. Choosing Physical Delivery will always result in a physical shipment of a piece of paper with a PAK from the factory. Cisco recommends using electronic delivery of PAK codes, using the eDelivery product codes.

NOTE: Customer will not have to reinstall or restart UCCX when additional seat licenses are added. Starting with release 8.0, no downtime is required for installing a new license.


The L-CCX-85-ADDON Apollo bundle for eDelivery of licenses and UCSS includes the following options:

L-CCX-85-ADDON

CCX 8.5 ADDON Deployment-Product, UCSS pDelivery LICENSES ONLY

L-CCX-85-NEW-LIC Details described below

L-UCSS-CCX See UCSS ordering guide for details



L-CCX-85-ADDON

L-CCX-85-E-PAK eDelivery PAK


eDelivery PAK

L-CCX-85-A-P-LIC ($1850) eDelivery PAK


L-CCX-85-A-QM-LIC ($449) eDelivery PAK

L-CCX-85-A-AQM-LIC ($595)

eDelivery PAK

L-CCX-85-A-WFM-LIC ($495)

eDelivery PAK

L-CCX-85-A-PHA-LIC ($14,995)

N/A* eDelivery PAK

L-CCX-85-AOBIVRLIC ($395)

eDelivery PAK

NEW Enhanced eDelivery PAK

Ordering Guide





eDelivery

L-CCX-85-A-E-LIC ($1250)

eDelivery PAK


L-CCX-85-A-EHA-LIC ($8995)

N/A* eDelivery PAK


eDelivery PAK





4.8.3.2.2 p Delivery Licenses

The CCX-85-ADDON Apollo bundle for eDelivery of licenses and UCSS includes the following options:

CCX-85-ADDON CCX 8.5 ADDON Deployment-Product, UCSS pDelivery LICENSES ONLY

CCX-85-NEW-LIC Details described below

UCSS-CCX See UCSS ordering guide for details



CCX-85-ADDON

CCX-85-P-PAK pDelivery PAK


pDelivery PAK

CCX-85-A-P-LIC ($1850) pDelivery PAK


CCX-85-A-QM-LIC ($449) pDelivery PAK

CCX-85-A-AQM-LIC ($595) pDelivery PAK

CCX-85-A-WFM-LIC ($495) pDelivery PAK

CCX-85-A-PHA-LIC ($14,995)

N/A* pDelivery PAK

CCX-85-AOBIVRLIC ($395) pDelivery PAK


pDelivery PAK

CCX-85-A-E-LIC ($1250) pDelivery PAK


CCX-85-A-EHA-LIC ($8995) N/A* pDelivery PAK


pDelivery PAK

CCX-85-A-S-LIC ($395) pDelivery PAK



Ordering Guide





The following release upgrades are available for UCCX with eligibility determined by whether the customer has an ESW contract or UCSS or both:

• Software updates, e.g. 8.5(1) to 8.5(1) SU1. See section 4.8.4.1. • Maintenance Releases, e.g. 8.0(1) to 8.0(2). See section 4.8.4.1. • Minor Release Updates, e.g. 8.0 to 8.5(1) SU1. See section 4.8.4.1. • Major Release Updates, e.g. 7.0 to 8.0(2), or 7.0 to 8.5(1) SU1. See section 4.8.4.2.


Software Updates



Maintenance releases (e.g. 7.0(1) to 7.0(2) or 8.0(1) to 8.0(2)) are available on cisco.com for download for customers who have a valid ESW contract. For download location, see below.

Minor Release Upgrades

The 8.5 Minor Release upgrade (i.e. 8.0(x) to 8.5(1) SU1) is available on cisco.com for download for customers who have a valid ESW contract. For download location, see below.

Note that until 8.5(1) SU2 is available (planned for September 2011) a patch is required for a minor release upgrade. The patch is available in the 8.5(1) SU1 download location. It allows an upgrade from any CCX 8.0 release to CCX 8.5(1) SU1 without the need for an upgrade license key. Note that the patch cannot be used to upgrade from a CCX 7.0 or earlier system without an upgrade license key (see below under major release upgrade) or to install a new system (see chapter 4.8.2).

Cisco.com software download location

Software images and Release Notes for Software Updates, Maintenance and Minor Releases for UCCX 8.5 are located in the following location: http://www.cisco.com/cisco/software/release.html?mdfid=270569179&flowid=5217&softwareid=280840578&release=8.5(1)SU1&relind=AVAILABLE&rellifecycle=&reltype=latest


Major release upgrades, e.g. 7.0(1) to 8.5(1), for customers who have a valid UCSS contract can be ordered via the Product Upgrade Tool (PUT, http://tools.cisco.com/gct/Upgrade/jsp/index.jsp). PUT provides the list of eligible products that can be ordered based on the contract details. The product codes and descriptions should be self-explanatory, but here is the generic nomenclature for a CCX

Ordering Guide



PUT product code: CCX-UPG-<Feature>-<FROM release>-<TO release><K9>= (sometimes the dashes are dropped to stay within the 18 character product code limit).


o S – CCaX Standard o E – CCX Enhanced, no HA o EHA – CCX Enhanced, with HA o P – CCX Premium, no HA o PHA – CCX Premium, with HA o CR – Compliance recording o QM – Quality Management o AQM – Advanced Quality Management o WFM – Workforce Management

• <FROM release> and <TO release>: 3.1 would be 31, 8.0 would be 80, etc. Note that the older releases of the Workforce Optimization (WFO) software had release numbers out of synch with CCX. In these cases the WFO product codes have the CCX release numbers. For example, if the customer wishes to upgrade from AQM 2.7.3 to AQM 8.0.x, the required part number would be CCX-UPG-AQM-70-80. The compatibility matrix provides the mapping between the WFO release and the CCX release.

• <K9>: the ‘K9’ designator is new in 8.5 product codes and indicates that software is shipped that is subject to export controls (encryption, specifically). It does not exist in product codes before 8.5.

Customers must order the appropriate upgrades. For example, for upgrading a CCX 7.0 Enhanced HA system with Compliance recording, the following two product codes need to be ordered from the PUT tool:

• CCX-UPGEHA-70-85K9= • CCX-UPG-CR70-85K9=

Upgrades ordered via PUT are available only via Physical Delivery. Media kits and PAK for servers and seats are shipped for PUT upgrades.


• Direct Upgrades: only upgrades FROM release 7.0 or 8.0 TO 8.5 are supported for direct upgrades. The CCX 8.5 upgrade process will ensure that all information (e.g. historical reporting data, configuration data, workflows, etc.) will be migrated to 8.5. Order the appropriate single PUT upgrade product code. For example, when upgrading from 7.0 Premium to 8.5 order quantity 1 of CCX-UPG-P-70-85=

• Indirect Upgrades: upgrades FROM 3.x, 4.0, 4.5, 5.0 TO 8.5 will require an intermediate upgrades to be ordered and executed separately to ensure that all information will be migrated. In this case each interim upgrade must be ordered separately. Example: Customer is on a 3.5 Premium release and desires to perform indirect upgrade to release 8.5. Customer must upgrade in the following steps: 3.5 -> 4.0 -> 7.0 -> 8.5. Customer will need media kits for 4.0, 7.0 and 8.5 as well as upgrade license files for 3.5 -> 4.0->7.0 and 7.0->8.5. In order to receive these media and licenses, the customer must order quantity 1 of each of the following PUT Product IDs:

Ordering Guide



o CCX-UPG-P-35-40= o CCX-UPG-P-40-70= o CCX-UPG-P-70-85=

• Fresh Installs. A new installation is needed in two cases: Either an upgrade FROM 4.1 or 6.0 TO 8.5, which will require a fresh install of release 8.5 Customer wanting to upgrade to new hardware.

For customers desiring to perform a fresh install, the customer should order the PUT Product ID corresponding to their current and target release. For example: a customer is on a 4.0 Premium release and desires to perform a fresh install. Customer should order CCX-UPG-P-40-85=.

The customer will have to transfer their existing license file to the new hardware, and load the upgrade license files on top of that. Refer to the bottom of this page on how to obtain the license file from the existing system. If the license file cannot be retrieved for whatever reason, please open a case with [email protected] to request a new, fresh install release 8.5 license. Customers will need to provide entitlement details (e.g. SO#, PAK or existing license files) to obtain a fresh install license. Customers who are not able to provide either of these details should mail the request to [email protected], providing as much information about the original order as possible, e.g. time frame of order, customer/partner name, number of licenses ordered, etc.


Obtaining License Information from the CCX system

From the Unified CCX Administration menu bar, choose System > License Information >Display License(s).




• Upgrade their UCCX to a new major release (e.g. UCCX 7.0 STD to UCCX 8.5 STD) and have not purchased a UCSS contract. There are 3 types of major release upgrades: direct, indirect and fresh install upgrades

o Direct Upgrades: only upgrades FROM release 7.0 or 8.0 TO 8.5 are supported for direct upgrades. The CCX 8.5 upgrade process will ensure that

Ordering Guide



all information (e.g. historical reporting data, configuration data, workflows, etc.) will be migrated to 8.5.

o Indirect Upgrades: Upgrades FROM 3.x, 4.0, 4.5, 5.0 TO 8.5 will require an intermediate upgrades to 7.0 to ensure that all information will be migrated. Any such upgrade order will include all necessary intermediate upgrade CCX media kits and licenses.

o Example: Customer is upgrading from 4.0 to 8.5. Customer must upgrade 4.0 -> 7.0 -> 8.5. Customer will receive media kits for 7.0 and 8.5 as well as upgrade license files for 7.0 and 8.5.


- Either an upgrade FROM 4.1 or 6.0 TO 8.5, which will require a fresh install of release 8.5



• Upgrade their UCCX seats to another package (e.g. UCCX 8.5 STD to UCCX 8.5 ENH). Note that adding the High Availability option to a CCX system is not considered an upgrade, but an add-on. It is covered in chapter 4.8.3. There are three different types of seat upgrades:


• A combination of the above, i.e. a major release upgrade and a seat upgrade at the same time (e.g. UCCX 7.0 STD to UCCX 8.5 PRE).



Obtaining License Information from the CCX system


Ordering Guide




Here are some example upgrade orders. The product IDs are described in detail in the following sections of this chapter.

Example 1: CCX 8.5 Standard to 8.5 Enhanced

Customer has an UCCX 8.5 Standard system and wishes to upgrade to a UCCX 8.5 Enhanced non-HA system. This case is a Standard to Enhanced seat upgrade only. No media is required in this case. Use product ID:

L-CCX-85-UPGRADE CCX 8.5 UPGRADE-Product, UCSS eDelivery LICENSES ONLY


L-CCX85-85U-S-E-S1 CCX 8.5 UPGRADE – 8.5 to 8.5 Qty 1 STD-ENH Seat LICENSE ONLY

Example 2: CCX 4.0 Enhanced HA to 8.5 Premium HA

Customer is upgrading from CCX 4.0 Enhanced HA to 8.5 Premium HA. This is a combined major release and seat upgrade. For this order physical delivery is the only option. All required interim release media kits and PAKs will be shipped with the order. The correct Product IDs would be qty 1 for the HA standby server and qty X for however many UCCX 4.0 seats are being upgraded to UCCX 8.5.

CCX-85-UPGRADE CCX 8.5 UPGRADE-Product, UCSS pDelivery LICENSES ONLY

CCX-85-UPG-LIC CCX 8.5 UPGRADE - Physical Delivery LICENSES ONLY

CCX-85-HA-E-P-U CCX 8.5 UPGRADE - HA ENH-HA PRE LICENSE ONLY


Example 3: UCCX 3.5 Premium to UCCX 8.5 Premium

Customer is upgrading from UCCX 3.5 to UCCX 8.5. This is a combined major release and seat upgrade. For this order physical delivery is the only option. All required interim release media kits and PAKs will be shipped with the order. Customer will need to perform a 3.5->4.0->7.0->8.5 migration and will receive:

• A 4.0 media kit but no PAK – customer must open a case with [email protected] to receive a 4.0 license and provide the SO#

• A 7.0 media kit and an upgrade PAK for 4.0 to 7.0 upgrade • A 8.5 media kit and an upgrade PAK for 7.0 to 8.5 upgrade

CCX-85-UPGRADE CCX 8.5 UPGRADE-Product, UCSS pDelivery LICENSES ONLY

CCX-85-UPG-LIC CCX 8.5 UPGRADE - pDelivery LICENSES ONLY

CCX3X-85-P-P-S1 CCX 8.5 UPGRADE – 3.5 to 8.5 Qty 1 PRE-PRE Seat

Example 4: CCX 7.0 Enhanced to 8.5 Enhanced

Customer has an UCCX 7.0 Enhanced non-HA system and wishes to upgrade to a UCCX 8.5 Enhanced non-HA system. This case is a major release upgrade only and

Ordering Guide



electronic delivery can be used. When using eDelivery SKUs, media will not be automatically added to the order. Media needs to be ordered separately, using CCX-85-SRVRS-MEDIA (physical delivery) or R-CCX-85-MEDIA (electronic software delivery).

Use product IDs:




If the customer has an UCCX 7.0 HA system, upgrading to an 8.5 HA system, the HA upgrade product code would have to be added:




L-CCX-85-HA-E-E-U CCX 8.5 UPGRADE - HA ENH-HA ENH LICENSE ONLY

4.8.5.1 Ordering UPGRADES via a la carte Electronic Delivery

For eDelivery upgrade orders two separate Product IDs may need to be configured (media and licenses). Media is not needed for seat upgrades only, when the major release is unchanged. Media is needed when doing a major release upgrade.

A la carte eDelivery upgrades are available only for customers upgrading from releases that support direct upgrades (7.0 or 8.0). Releases that do not support direct upgrades need to be configured for physical delivery (see section).

4.8.5.1.1 Media and/or servers

If new servers and/or media kits are desired or required (see paragraphs above) one of the following product IDs must be configured.








Ordering Guide
















4.8.5.1.2 Licenses

Licenses MUST be ordered using the product codes below.

The L-CCX-85-UPGRADE Apollo bundle for eDelivery of licenses and UCSS includes the following options:

L-CCX-85-UPGRADE CCX 8.5 UPGRADE Deployment-Product, UCSS eDelivery LICENSES ONLY

L-CCX-85-UPG-LIC Details described in table below

L-UCSS-CCX See UCSS ordering guide for details. See section 4.8.5.3 on how to upgrade an existing UCSS contract when doing s seat upgrade.


Order What Ships

Any – top level SKU Any L-CCX-85-UPG-LIC eDelivery PAK. This PAK is configured with the underlying agent upgrade quantities and types.


7.0 L-CCX70-85U-P-P-S1

8.0 L-CCX80-85U-P-P-S1


Any L-CCX-85-HA-P-P-U eDelivery PAK


7.0 L-CCX70-85U-E-E-S1

8.0 L-CCX80-85U-E-E-S1


Any L-CCX-85-HA-E-E-U eDelivery PAK


7.0 L-CCX70-85U-S-S-S1

8.0 L-CCX80-85U-S-S-S1


7.0 L-CCX70-85U-S-E-S1

8.0 L-CCX80-85U-S-E-S1


7.0 L-CCX70-85U-S-P-S1

8.0 L-CCX80-85U-S-P-S1

ENH-PRE Seat Upgrade – order for 7.0 L-CCX70-85U-E-P-S1

Ordering Guide




Order What Ships

every agent: 8.0 L-CCX80-85U-E-P-S1


Any L-CCX-85-HA-E-P-U eDelivery PAK

Note that STD-PRE HA and STD-ENH HA upgrades are not available. HA has to be ordered as an add-on after upgrading the seats to UCCX 8.5

4.8.5.2 Ordering UPGRADES via A La Carte Physical Delivery


4.8.5.2.1 Servers






CCX-85MEDIAKIT-K9= CCX 8.5 CCX Media Kit Standard seat, Enhanced seat, Premium seat, Enhanced High Availability, Premium High Availability, Outbound IVR

CCX85CRMEDIAKITK9= CCX 8.5 Compliance Recording Qty 1 Media Kit


CCX85AQMMEDKITK9= CCX 8.5 Adv Quality Manager Qty 1 Media Kit


CCX-85WFMMEDIAKIT= CCX 8.5 Workforce Manager Qty 1 Media Kit


4.8.5.2.2 Licenses


PLEASE NOTE: Upgrade PAKs cannot be provided for any release 3.x customer. As a result, customers upgrading from a 3.x release, must open a case with [email protected] to obtain a 4.0 license. Customers will need to provide entitlement details (e.g. SO#, PAK or existing license files) of the original 3.x system. Customers who

Ordering Guide



are not able to provide either of these details should mail the request to [email protected], providing as much information about the original order as possible, e.g. time frame of order, customer/partner name, number of licenses ordered, etc., so that the original order details can be researched.


The CCX-85-UPGRADE Apollo bundle for pDelivery of licenses and UCSS includes the following options:

CCX-85-UPGRADE CCX 8.5 UPGRADE Deployment-Product, UCSS pDelivery

CCX-85-UPG-LIC Details described below

UCSS-CCX See UCSS ordering guide for details. See section 4.8.5.3 on how to upgrade an existing UCSS contract when doing s seat upgrade.


Order What Ships

Any – top level SKU Any CCX-85-UPG-LIC pDelivery PAK. This PAK is configured with the underlying agent upgrade quantities and types. Media kits


3.x CCX3X-85U-P-P-S1

4.0 CCX40-85U-P-P-S1

4.1 CCX41-85U-P-P-S1

4.5 CCX45-85U-P-P-S1

5.0 CCX50-85U-P-P-S1

6.0 CCX60-85U-P-P-S1

7.0 CCX70-85U-P-P-S1

8.0 CCX80-85U-P-P-S1


Any CCX-85-HA-P-P-U pDelivery PAK


3.x CCX3X-85U-E-E-S1

4.0 CCX40-85U-E-E-S1

4.1 CCX41-85U-E-E-S1

4.5 CCX45-85U-E-E-S1

5.0 CCX50-85U-E-E-S1

6.0 CCX60-85U-E-E-S1

7.0 CCX70-85U-E-E-S1

8.0 CCX80-85U-E-E-S1


Any CCX-85-HA-E-E-U pDelivery PAK


3.x CCX3X-85U-S-S-S1

4.0 CCX40-85U-S-S-S1

4.1 CCX41-85U-S-S-S1

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Order What Ships

4.5 CCX45-85U-S-S-S1

5.0 CCX50-85U-S-S-S1

6.0 CCX60-85U-S-S-S1

7.0 CCX70-85U-S-S-S1

8.0 CCX80-85U-S-S-S1


3X CCX3X-85U-S-E-S1

4.0 CCX40-85U-S-E-S1

4.1 CCX41-85U-S-E-S1

4.5 CCX45-85U-S-E-S1

5.0 CCX50-85U-S-E-S1

6.0 CCX60-85U-S-E-S1

7.0 CCX70-85U-S-E-S1

8.0 CCX80-85U-S-E-S1


3.x CCX3X-85U-S-P-S1

4.0 CCX40-85U-S-P-S1

4.1 CCX41-85U-S-P-S1

4.5 CCX45-85U-S-P-S1

5.0 CCX50-85U-S-P-S1

6.0 CCX60-85U-S-P-S1

7.0 CCX70-85U-S-P-S1

8.0 CCX80-85U-S-P-S1

ENH-PRE Seat Upgrade – order for every agent:

3X CCX3X-85U-E-P-S1

4.0 CCX40-85U-E-P-S1

4.1 CCX41-85U-E-P-S1

4.5 CCX45-85U-E-P-S1

5.0 CCX50-85U-E-P-S1

6.0 CCX60-85U-E-P-S1

7.0 CCX70-85U-E-P-S1

8.0 CCX80-85U-E-P-S1


Any CCX-85-HA-E-P-U pDelivery PAK

Please note that STD-PRE HA and STD-ENH HA upgrades are not available. HA has to be ordered as an add-on after upgrading the seats to UCCX 8.5.

4.8.5.3 Updating UCSS contract when upgrading CCX licenses



Ordering Guide



4.8.6 UCCX Promotional Bundle

Cisco is providing a limited time promotional offer for Cisco Unified CCX Enhanced system with a NEW a la carte or CUWL purchase of Cisco Unified Communication Manager (Unified CM) or Cisco Business Edition 6000 (BE 6000).

NEW FOR UNIFIED CCX 8.5: Unified CCX 8.5 Promotional Bundles can be deployed as one of multiple VMs on a Unified UCS B series blade or on C series UC 210 or 200 servers.

The bundle may also continue to be deployed on a separate, dedicated Unified CCX appliance or bare metal server.

PLEASE POSITION ACCORDINGLY EARLY IN THE SALES CYCLE

PLEASE NOTE: entitlement for the underlying appliance operating system and database has never been included as part of the 5-seat promo bundle and to be purchased separately (see below) at a $2,995 USD List Price.

In releases prior to 8.0 the bundle Product Authorization Key (PAK) was attached to the bundle media kit included with the Unified Communications or Unified Communications Manager Express order. In 8.0 and 8.5 the bundle license PAK is no longer attached to the bundle media kit.

Instead the PAK is attached to the entitlement Product IDs shown below. These entitlement Product IDs can be configured using the top level add on PRODUCT ID CCX-85-BDL-ADDON and CCX-85-BDL-UPG and must be ordered to obtain the Product Authorization Key for the bundle licenses as well as the entitlement to the underlying appliance operating system and database.

L-CCX-85-CMBLDLIC= CCX 8.5 CCX CM Bundle, Appliance Entitlement eDelivery $2,995

CCX-85-CMBLDLIC= CCX 8.5 CCX CM Bundle, Appliance Entitlement pDelivery $2,995

Cisco Business Edition 6000 (BE 6000) and Cisco Unified Communications Manager (Unified CM) starter bundles include a limited time Unified CCX promotional bundles for 10/25 Enhanced seats or 10/25 Premium seats.

PLEASE NOTE: Entitlement for the underlying appliance operating system and database is included as part of the 10/25 seat bundles. Ordering CCX-85-5E provides the operating system and database entitlement for the 5 seat Unified CCX Enhanced promo bundle that is provided with new orders of the BE 6000 and Unified CM. Note that promo bundles cannot be combined – for e.g. customers cannot combine the 5 seat promo bundle with the new 10/25 seat promo bundle to create a 15/30 seat deployment. If additional seats are required, please configure the CCX-85-ADDON or the L-CCX-85-ADDON part number to order the required number of seats.

Product Number

Description List Price (USD) UCSS Product Number (1 year)

UCSS List Price (USD) (1 year)

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CCX-85-5E Entitlement for CCX 8.5 5 Enhanced

Seat Bundle

$2,995 UCSS-CCX-E-1-1

$100


$100


$100


$148


$148

Note: The UCSS part numbers listed above are for a single seat. Please order the required number of subscriptions based on the bundle.

To order additional Unified Contact Center Express agent seats please use the following top-level part number

Product Number Description List Price (USD)

UCSS Product Number (1 year)

UCSS List Price (USD) (1 year)

CCX-85-ADDON CCX 8.5 ADDON - pDelivery LICENSES ONLY

$0 N/A N/A

L-CCX-85-ADDON CCX 8.5 ADDON - eDelivery LICENSES ONLY

$0 N/A N/A

The table below shows the versions of Unified CCX available with specific versions of Unified CM and BE 6000

Cisco Unified CCX Cisco Unified CM Cisco BE 6000

Release 8.5 Release 8.5 Release 8.6



PLEASE NOTE: Due to internal Cisco order fulfillment constraints Cisco ships one bundle for every new Unified CM or BE 6000 shipped. For Unified CM, customers are entitled to one and only one bundle per Unified CM cluster.


Essential Operate Services – Software (ESW) and Unified Communications Subscription Service (UCSS) are NOT INCLUDED with this bundle. Purchasing ESW or UCSS for Unified Communications Manager does NOT provide ESW or UCSS for the

Ordering Guide



Unified CCX bundle. You must separately purchase ESW and UCSS for Unified CCX.

4.8.6.1 Deploy Bundle to Dedicated Server and/or Add On Enhanced Components

CCX-85-BDL-ADD when configured will provide at list price $2995 USD the required appliance OS and database entitlement and/or additional cost Unified CCX Enhanced seats or options (e.g. High Availability).

To optionally configure and order Media Convergence servers, Appliance servers or media kits please configure CCX-85-SRVRS-MEDIA. Cisco Unified Computing System (Unified UCS) servers cannot be ordered using this top level Product ID and must be ordered separately.

CCX-85-BDL-ADDON CCX 8.5 OS and ADD ON for UCM 5 or UCME 2 Seat Bundle

4.8.6.2 Deploy Bundle to Dedicated Server, Upgrade to Premium and/or Add On Premium Components

CCX-85-BDL-UPG will upgrade the Unified CCX 8.5 5-seat Enhanced bundle to Premium, will provide at list price $2995 USD the required appliance OS and database entitlement and/or optional additional cost Unified CCX Premium seats or options (e.g. High Availability).

To optionally configure and order Media Convergence servers, Appliance servers or media kits please configure CCX-85-SRVRS-MEDIA. Cisco Unified Computing System (Unified UCS) servers cannot be ordered using this top level Product ID and must be ordered separately.

CCX-85-BDL-UPG CCX 8.5 OS and UPG ENH-PRE for CUCM/BE6K 5-seat Seat Bundle

4.8.7 New and Add On Product IDs When Ordering from Cisco Wholesale Distribution Partners


Please note only eDelivery licenses are available.




L-CCX-85-P-L= CCX 8.5 NEW PREMIUM Server and 10 Seats LICENSE ONLY $18,500

UCSS-CCX-P-1-1 $1,480

L-CCX-85-PHA-L= CCX 8.5 NEW PREMIUM HA Server LICENSE ONLY $14,995

L-CCX-85-P-1SL= CCX 8.5 PRE Seat Qty 1 LICENSE ONLY $1,850 UCSS-CCX-P-1-1 $148




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L-CCX-85-E-L= CCX 8.5 NEW ENH Server and 10 Seats LICENSE ONLY $12,500

UCSS-CCX-E-1-1 $1,000

L-CCX-85-EHA-L= CCX 8.5 NEW ENHANCED HA Server LICENSE ONLY $8,995

L-CCX-85-E-1SL= CCX 8.5 ENH Seat Qty 1 LICENSE ONLY $1,250 UCSS-CCX-E-1-1 $100




L-CCX-85-S-L= CCX 8.5 NEW STANDARD Server and 10 Seats LICENSE ONLY $3,950

UCSS-CCX-S-1-1 $320

L-CCX-85-S-1SL= CCX 8.5 STD Seat Qty 1 LICENSE ONLY $395 UCSS-CCX-S-1-1 $32



L-CCX-85-S-50SL= CCX 8.5 STD Seat Qty 50 LICENSE ONLY $19,750 UCSS-CCX-S-1-1 $1,600

L-CCX-85-CR1SL= CCX 8.5 CR Seat Qty 1 LICENSE ONLY $295 UCSS-CR-1-1 $24



L-CCX-85-CR50SL= CCX 8.5 CR Seat Qty 50 LICENSE ONLY $14,750 UCSS-CR-1-1 $1,200

L-CCX-85-QM1SL= CCX 8.5 Quality Manager Seat Qty 1 LICENSE ONLY $449 UCSS-QM-1-1 $35



L-CCX-85-QM50SL= CCX 8.5 Quality Manager Seat Qty 50 LICENSE ONLY $22,450 UCSS-QM-1-1 $1,750

L-CCX-85-AQM1SL= CCX 8.5 Advanced Quality Manager Seat Qty 1 LICENSE ONLY $595 UCSS-AQM-1-1 $42

L-CCX-85-AQM10SL=

CCX 8.5 Advanced Quality Manager Seat Qty 10 LICENSE ONLY $5,950 UCSS-AQM-1-1 $421

L-CCX-85-AQM25SL=

CCX 8.5 Advanced Quality Manager Seat Qty 25 LICENSE ONLY $14,875 UCSS-AQM-1-1 $1,052

L-CCX-85-AQM50SL=

CCX 8.5 Advanced Quality Manager Seat Qty 50 LICENSE ONLY $29,750 UCSS-AQM-1-1 $2,104

L-CCX-85-WFM1SL=

CCX 8.5 Workforce Manager Seat Qty 1 LICENSE ONLY $495 UCSS-WFM-1-1 $35

L-CCX-85-WFM10SL=

CCX 8.5 Workforce Manager Seat Qty 10 LICENSE ONLY $4,950 UCSS-WFM-1-1 $350

L-CCX-85-WFM25SL=

CCX 8.5 Workforce Manager Seat Qty 25 LICENSE ONLY $12,375 UCSS-WFM-1-1 $875

L-CCX-85-WFM50SL=

CCX 8.5 Workforce Manager Seat Qty 50 LICENSE ONLY $24,750 UCSS-WFM-1-1 $1,750

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Please note that the CCX NFR kit is included in the UC NFR kit.

The table below contains the CCX only NFR Kit product ID, for physical or electronic delivery.


NFR Kit Product IDs

CCX-85-NFR= CCX 8.5 NFR Kit: PRE HA 6 seats Pre IB/OB/email, CR, QM, AQM, WFM

$100

R-CCX-85-NFR= CCX 8.5 NFR Kit: PRE HA 6 seats Pre IB/OB/email, CR, AQM, WFM

$100



.

4.9 Cisco Unified CCX 8.0 and earlier releases

Unified CCX 8.0 and earlier releases are end of sales and end of software maintenance. No new systems or add-ons can be ordered anymore.

Unified CCX End of Life notices are here: http://www.cisco.com/en/US/products/sw/custcosw/ps1846/prod_eol_notices_list.html.

Ordering Guide



5. Cisco Unified Contact Center Enterprise (Unified CCE)

This section provides licensing and ordering information for Unified Contact Center Enterprise solution.

5.1 Overview of Unified CCE Licensing

Unified CCE licensing structure consists of the following primary and additional components:

● Primary Unified CCE Licenses

1. Unified CCE Server Licenses (includes all Unified CCE server components)

2. Unified CCE Agent Licenses

● Additional Unified CCE Licenses

3. Third Party IVR Licenses

4. Consideration for Special Unified CCE Deployment Cases

5.1.1 Primary Unified CCE Licensing

Unified CCE Server Licenses and Unified CCE Agent Licenses are needed for all Unified CCE systems.

5.1.1.1 Unified CCE Server Licenses

Each Unified CCE system requires the purchase of Unified CCE Server Licenses. There are three (3) categories of Unified CCE Server Licenses:

Unified CCE Server License for Voice Applications

Unified CCE Server Licenses for E-Mail Interaction Manager

Unified CCE Server Licenses for Web Interaction Manager

5.1.1.1.1 Unified CCE Server Licenses for Voice Applications

Each Unified CCE system for voice applications requires the purchase of one (1) Unified CCE Server License (whether the Unified CCE system is deployed on one or multiple servers). A single system is defined a (redundant) router/logger.

The Unified CCE Server license entitles the user to deploy all of the necessary components required for Unified CCE voice deployments, specifically:

● Redundant Router

● Redundant Logger

● Redundant Unified Communications Manager Peripheral Gateway(s)

● Redundant IVR Peripheral Gateway(s) for connection to Cisco IVR systems (i.e. CVP and Unified IP IVR). Note: Non-Cisco IVRs require Third part IVR port licenses.

● Redundant Unified CCE System Peripheral Gateway

Ordering Guide



● Administrative Workstation(s)

● Historical Database server(s)

● Internet Script Editor (ISE) Server and ISE User Connections

● Application Gateway

● NICs (AT&T, Sprint, MCI, Stentor, INAP NIC for Cisco PGW softswitch5, CRSP6, GKTMP)7

● Redundant CTI Server for third-party CTI connections (Note: Only for non-agent desktop application)

● Network Transfer

● Remote Silent Monitor software. Note that in order to deploy this feature additional Device License Units (DLUs) licenses are required on the Unified Communications Manager, as RSM connects to UCM as a bank of 7941 phones, one for each simultaneous monitoring session.

The table below lists the Unified CCE Server License for Voice Applications and price.


Unified CCE Server License

IPCE-SVR CONTACT CENTER ENTERPRISE SERVER LICENSE $15,000.00

Note: There are also other licenses and components that may be used in combination with Unified CCE such as Cisco Finesse, Unified Customer Voice Portal (CVP), Unified IP IVR, Unified E-Mail Interaction Manager, Unified Web Interaction Manager, Cisco Media Convergence Servers (MCS), Unified Contact Center Management Portal (CCMP) and Unified Intelligent Contact Management (ICM) components. These need to be purchased separately. Please refer to respective sections of this guide for additional licensing structure and ordering information for these components.

Note: Starting with UCCE 8.5(1), WebView has been disabled and not supported. Users are required to migrate to Cisco Unified Intelligence Center (CUIC). Please see Chapter 12 for more information.

Note: If your company is considering Cisco Unified Communications in a Public Safety Answering Point (PSAP) or equivalent emergency services environment, please contact [email protected] prior to purchase or deployment.

5 This INAP NIC can only be used to connect to a Cisco PGW softswitch. Prices for INAP NICs for

connections to third-party switches are available on request. Note that this NIC requires the purchase of SS7 cards, SS7 gateway servers as well as several hard- and software components on the PGW end. This NIC license can be used in a carrier/service provide environment, but only for internal service provider contact centers and not for offering hosted or managed services. For Hosted or managed services Hosted IPCC licenses are required.

6 When using the CRSP NIC to connect to a carrier network, the carrier is required to purchase an

IPCC Hosted NIC (IPCH-NIC) license to acquire the right to use the CRSP specification. See section 7.1.1.

7 Pricing for other, specialized NICs, such as INAP NICs to connect to third-party switches is

available on request.

Ordering Guide



5.1.1.1.2 Unified CCE Server Licenses for E-Mail Interaction Manager (EIM)

Each Unified CCE system for e-mail interaction management requires the purchase of one (1) Unified E-Mail Interaction Manager Server License (whether the Unified EIM system is deployed on one or multiple servers).

The Unified EIM Server license entitles the user to deploy all of the necessary components required for Unified EIM deployments, specifically:

● One (1) Services Server

● One or more Application Servers

● One or more Web Servers

● One Messaging and File Server

● One Database Server

There are two types of server licenses – Basic and Advanced. The following table summarizes the functionality provided by these configurations.

E-Mail Interaction Feature Basic Advanced

Routing and Queuing of E-Mail Messages. Push or pull routing. l l

HTML e-mail support (incoming and outgoing) l l

Acknowledgements, Auto-responses and Suggested responses l l

Spell Check l l

Data adapters to integrate with databases, HTTP, Web Services DB Only Many

Attachment Handling (inbound and outbound). Agents may attach files from their desktops or knowledgebase.

l l

Extensive knowledgebase integrated with agent desktop l l

Outbound workflows – allow for approval of outbound e-mail l

Custom Roles l

Multiple Partitions and Departments – allow data separation and separate administration

l

Universal Queue* – Use CCE scripts to route e-mail to agents who are not on voice calls

l l

Multichannel (e-mail and voice) reporting* through Intelligence Center l l

* Universal Queue and multichannel reporting available from version 4.3.

The table below lists the Unified EIM Server Licenses for Unified CCE and their prices.


Unified EIM Server License

IPCE-BEMAIL-SVR CCE Basic E-Mail Interaction Mgr Server Software License $3,000

IPCE-AEMAIL-SVR CCE Advanced E-Mail Interaction Mgr Server Software License $5,000

For deployments that include Unified E-Mail Interaction Manager and Unified Web Interaction Manager on the same hardware, all EIM and WIM licenses must be of the same class. Advanced and Basic licenses may not be combined.

5.1.1.1.3 Unified CCE Server Licenses for Web Interaction Manager (WIM)

Each Unified CCE system for Web interaction management requires the purchase of one (1) Unified Web Interaction Manager Server License (whether the Unified WIM system is

Ordering Guide



deployed on one or multiple servers).

The Unified WIM Server license entitles the user to deploy all of the necessary components required for Unified WIM deployments, specifically:

● One (1) Services Server

● One or more Application Servers8

● One or more Web Servers

● One Messaging and File Server

● One Database Server

There are two types of server licenses – Basic and Advanced. The following table summarizes the functionality provided by these configurations.

Web Interaction Feature Basic Advanced

Routing and queuing of chat requests l l

URL Pushing - Share simple web pages l l

Transcripts - Chat transcript can be automatically e-mailed to customer l l

Integrated, searchable knowledge base l l

Single desktop for multi-session or single-session chat, blended collaboration*, e-mail

l l

Spell-check, Profanity Filter (Blocked word list) l l

Data adapters to integrate with databases, HTTP, Web Services DB Only Many

Custom Roles l

Multiple Departments – separate administration (data not separated) l

Note: Web callback and blended collaboration will require Unified CCE voice application licenses, in additional to the Unified WIM licenses.

The table below lists the Unified WIM Server Licenses for Unified CCE and their prices.


Unified WIM Server License

IPCE-BCOL-SVR CCE Basic Web Interaction Mgr Server Software License $1,500

IPCE-ACOL-SVR CCE Advanced Web Interaction Mgr Server Software License $2,500

5.1.1.2 Unified CCE Agent Licenses

Each Unified CCE system requires the purchase of Unified CCE Agent Licenses. All Unified CCE Agent licenses are based on concurrent logged-in agents or supervisors. A Unified CCE Agent license is needed for each logged-in agent or supervisor (independent of whether they are ready to take a call or whether they are on a call.)

Note: Unified CCE Agent Licenses apply to users of various agent desktop or supervisor desktops. Other users, such as Administrative Workstation users, CUIC or Internet Script Editor Users do not require the purchase of separate user licenses.

There are different categories of Unified CCE Agent Licenses:

● Unified CCE Agent Licenses for Voice Applications

8Limited to one application server and one web server in release 4.1

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● Unified CCE Agent Licenses for Voice Applications with Outbound Option

● Unified CCE Agent Licenses for E-Mail Interaction Manager

● Unified CCE Agent Licenses for Web Interaction Manager

● Unified CCE Blended Agent Licenses for Voice, E-Mail, and Web Collaboration applications

5.1.1.2.1 Unified CCE Agent Licenses for Voice Applications

There are 4 types of Unified CCE Agent licenses for Voice Applications:

● Standard Agent Licenses: The Standard Agent license includes the Standard Cisco Agent Desktop (CAD) or the Standard Cisco Supervisor Desktop. Select the CAD media kit when ordering Standard Agent licenses.

● Enhanced Agent Licenses: The Enhanced Agent license includes the Enhanced Cisco Agent Desktop or the Enhanced Cisco Supervisor Desktop. Select the CAD media kit when ordering Enhanced Agent licenses.

● Premium Agent: There are three different types of Premium Agent licenses. At ordering time, the customer has the option to choose between the different agent desktop packages by choosing the appropriate media kit:

• Cisco Finesse Agent Desktop. The Cisco section of this document includes information on ordering the Cisco Finesse server software.

• Cisco Toolkit Desktop (CTI OS)

• Premium Cisco Agent Desktop or Premium Cisco Supervisor Desktop

Cisco Contact Center Management Portal (CCMP) included with both desktop types

• CRM Agent licenses: The CRM Agent license includes a Cisco Unified CRM Connector to connect CCE to a third CRM vendors’ software. No Cisco software is used on the agent desktop in this case. The agent only uses the CRM UI.

With a CRM Agent license it is allowed to use a CTI Toolkit supervisor desktop, therefore making it possible to use this license for a supervisor as well.

When purchasing a CRM Agent license an irrevocable choice must be made between the types of supported CRM packages. In case a customer would later want to switch from one type of CRM to another, a migration license is required. See section 5.3.1.

Upgrade and migration licenses to move from one license type to another are described in section 5.3.1.

The table below lists the Unified Agent Licenses for voice applications and prices.


Options

Unified CCE Agent Licenses

IPCE-STDAGT-L CC ENTERPRISE STANDARD AGENT $1,100.00

Cisco Agent Desktop – Standard Edition

IPCE-ENHAGT-L CC ENTERPRISE ENHANCED AGENT

$1,500.00

Cisco Agent Desktop – Enhanced Edition

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Options

IPCE-PREMAGT-L CC ENTERPRISE PREMIUM AGENT (includes CCMP license)

$1,700.00

Choice of: Cisco Finesse Desktop Cisco Toolkit Desktop Cisco Agent Desktop

IPCE-CRMAGT-L CC ENTERPRISE CRM AGENT (Includes CCMP license)

$2,100.00 SAP Siebel

Notes:

● For a detailed discussion and understanding of the differences between Standard, Enhanced, and Premium Cisco Agent Desktop and Cisco Supervisor Desktop offerings, please refer to the latest version of the Cisco Agent Desktop Installation Guide.

● For Unified CCE deployments, Cisco Agent Desktop types may not be mixed on the same peripheral. For example, if a peripheral contains some Premium Cisco Agent Desktop Licenses, all agents on that peripheral must be Premium Cisco Agent Desktop Licenses.

● For Unified CCE deployments prior to release 7.1(x), mixing Premium Cisco Agent Desktop licenses with Premium Cisco CTI Toolkit Desktop Licenses on the peripheral is not supported.

● Starting with release 7.1 (x), you have the option to deploy both Cisco Agent Desktops and CTI Toolkit Agents on the same peripheral. Starting with release 8.5(3), you have the option to deploy Cisco Agent Desktop, CTI Toolkit, or Cisco Finesse on the same peripheral. For example, a peripheral can contain both CTI Toolkit Agents and Cisco Agent Desktop agents (standard, enhanced, or premium). Be aware that when this configuration is deployed, that the Cisco Agent Desktop agents will work only with the Cisco Supervisor Desktop, where as CTI Toolkit and Finesse agents will work only with the CTI Toolkit or Finesse Supervisor Desktop. Toolkit or Finesse Supervisors cannot manage CAD agents and vv. Also other functions such as chat and silent monitoring will only work for teams using the same desktop type. Note that all Cisco Agent Desktop agents on this peripheral must be the same type, as you cannot mix Cisco Agent Desktop agent types on a single peripheral. For example, Premium Cisco Agent Desktop agents may not be mixed on the same peripheral with Standard Cisco Agent Desktop agents.

● Support for Cisco IP Phone Agent, Cisco Agent Desktop Browser Edition is bundled into the purchase of Standard, Enhanced, or Premium Cisco Agent Desktop license purchase and if a customer has purchased these licenses, no separate license purchase is needed to acquire these capabilities. These capabilities are not included when Cisco Tool Kit Option is selected under Premium Agent License.

● Mobile Agent (as of CCE 7.1) is included with any CAD or CTI Toolkit license. Note that although allowed under the CRM Agent license, for technical reasons Mobile Agent support with CRM Agent may be restricted.

● CRM Agents can be mixed on a peripheral with any other type of agent license.

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However, note that only CTI Toolkit supervisors can supervise a CRM Agent. Cisco Supervisor Desktop cannot be used to supervise a CRM Agent.

● Different types of CRM Agents (e.g. SAP and Siebel) can be mixed on a single peripheral.

● Unified Contact Center Management Portal is included with each new CCE Premium or CRM agent purchased. One IPCE-PORTALAGT-L license will be provided with each new CCE Premium or CRM Agent purchased.

● CCMP upgrade licenses (IPCE-PORTALAGT-L ) must be purchased to use Unified Contact Center Management Portal for all CCE agents purchased prior to August 1st, 2007 as well as for all CCE Standard or Enhanced agent types regardless of time of purchase.

5.1.1.2.2 Unified CCE Agent Licenses for Voice Applications with Outbound Option

Unified CCE Outbound Option requires purchase of at least Unified CCE Enhanced or Premium Agent voice application licenses and the appropriate number of Dialer Port Licenses. Each Dialer Port license allows the dialer to make a single simultaneous call. For example, if the dialer is configured to use 24 Unified Communications Manager ports, 24 Dialer Port licenses are required. The Dialer Port license, licenses the use of the Unified CCE Dialer components (such as the dialer and campaign manager.)

In addition, Outbound Option may require additional licensing from a Unified Communications Manager perspective. The following describes the additional licenses required:

● If the Outbound option uses a SCCP dialer and the Unified Communications Manager licensing is based on DLU, each dialer port is recognized as a 30 VIP device on Unified Communications Manager and 2 Device License Unit (DLU) licenses are required per 30 VIP device

● If the Outbound option uses a SCCP dialer and the Unified Communications Manager licensing is based on User Connect Licensing (UCL), each dialer port requires a Basic UCL license.

● If the Outbound option uses a SIP dialer, no additional licensing is required.

Note: Unified CCE Standard Agent licenses for voice applications will not support Outbound Option. Also note that, although allowed under the CRM Agent license, some CRM Connectors may not support Outbound Option.

The ratio between Dialer Port licenses and Unified CCE Agent licenses for outbound agents depends on the types of outbound dialing required:

● For predictive dialing, the typical ratio of ports to agents is 1.5:1, but may depend on the specific campaign settings and circumstances.

● For progressive dialing, the typical ratio is 1:1

● For preview dialing, it might be sufficient to have slightly less port licenses than agent licenses.

Ordering Guide



The table below lists the Unified CCE Dialer Port license and price.


Unified CCE Outbound licenses

IPCE-DIALPORT-L CC ENTERPRISE DIALER PORT $600.00

5.1.1.2.3 Unified CCE Agent Licenses for E-Mail Interaction Manager

All Unified CCE Agent licenses for E-Mail Interaction Manager (EIM) are based on concurrent logged-in agents. Each agent needs a license when they are logged-in to respond to e-mail messages (independent of whether they are handling an e-mail interaction or not).

There are two types of EIM agent licenses for Unified CCE – Basic and Advanced. Please see section 5.1.1.1.2 for a summary of the differences between Basic and Advanced configurations. Note that a single deployment may have only one class of license – Basic or Advanced (i.e. you may not have some basic and some advanced agent licenses). All server and agent licenses must be of the same class – you may not deploy advanced agent licenses on a server with a basic server license.

The table below lists the Unified EIM Agent Licenses for CCE and their prices.


Unified EIM Agent Licenses

IPCE-BEMAIL-AGT-L CCE Basic E-Mail Interaction Mgr Agent License $1,500

IPCE-AEMAIL-AGT-L CCE Advanced E-Mail Interaction Mgr Agent License $2,500

5.1.1.2.4 Unified CCE Agent Licenses for Web Interaction Manager

All Unified CCE Agent licenses for Web Interaction Manager (EIM) are based on concurrent logged-in agents. Each agent needs a license when they are logged-in to respond to web interaction tasks (independent of whether they are handling a session or not).

There are two types of WIM agent licenses for Unified CCE—Basic and Advanced. Please see section 5.1.1.1.3 for a summary of the differences between Basic and Advanced configurations. Note that a single deployment may have only one class of license—Basic or Advanced (i.e. you may not have some basic and some advanced agent licenses as part of the same deployment). All server and agent licenses must be of the same class—you may not deploy advanced agent licenses on a server with a basic server license.

The table below lists the Unified WIM Agent Licenses for CCE and their prices.


Unified EIM Agent Licenses

IPCE-BCOL-AGT-L CCE Basic Web Interaction Mgr Agent License $1,000

IPCE-ACOL-AGT-L CCE Advanced Web Interaction Mgr Agent License $1,500

Ordering Guide



5.1.1.2.5 Unified CCE Blended Agent Licenses for Voice, E-Mail, and Web Collaboration applications

A blended license is a license for a single CCE agent who can be using (i.e. logged in for) multiple media at the same time. Blended licenses are available in combination of 2 or 3 of the following: CCE premium voice agent (Finesse, Toolkit, or CAD), email or web. Although the same can be achieved by buying separate voice, EIM, and WIM licenses, the price level for the blended licenses is lower as compared to the equivalent aggregate cost of individual licenses.

All Unified CCE Blended Agent licenses are based on concurrently logged-in agents, irrespective of whether they are handling a voice, email or chat session or not. A blended agent may work on 2 or 3 channels at once or on one channel at a time and switch back and forth between multiple channels.

There is an important mandatory condition on the use of the blended licenses. They are intended for users who want to multichannel-enable ALL agents. It is therefore not allowed to mix the blended licensing model and the traditional multichannel licenses on a single EIM-WIM system (single cluster). If there is more than one EIM WIM system in a deployment then the licensing type must still be homogeneous within each EIM-WIM system, but can be heterogeneous among the multiple EIM WIM systems, i.e. one EIM WIM system may have only traditional multichannel licenses and other EIM WIM system may have only blended licenses.

Examples:

Allowed deployments:

• Single CCE system with single EIM-WIM cluster. 100 agents on system, 50 of which have a voice license, 25 have a blended voice/email license, and 25 have a blended voice/web license.

• Single CCE system with 2 EIM-WIM clusters. 1000 agents on the system. 500 do voice only with a CCE Premium agent license. 200 agents on EIM-WIM cluster 1 doing voice, email and web using 200 blended licenses. 300 agents on EIM-WIM cluster 2. Of these 300 agents, 150 do email only with an email only license. 150 do web and voice and need a separate voice and web license. Alternatively the 300 agents on cluster 2 could have been licensed with 150 blended voice/email licenses and 150 blended voice/web licenses. This second option is cheaper.

Not allowed deployments:

• Single CCE system with single EIM-WIM cluster with 350 agents. 100 agents doing voice only, 200 email only agents licensed with email only license, and 50 agents attempting blended web/voice. These latter 50 agents cannot use the blended licensing model, unless the 200 email agents also get a blended voice/email license.

The table below lists the Unified CCE Blended Agent Licenses and their prices.


Unified CCE Blended Agent Licenses

IPCE-BEW-AGT-L CCE Blended License Basic EIM + WIM Agent $2,100

Ordering Guide




IPCE-AEW-AGT-L CCE Blended License Advanced EIM + WIM Agent $2,900

IPCE-PVBE-AGT-L CCE Blended License Premium Voice + Basic EIM Agent $2,300

IPCE-PVBW-AGT-L CCE Blended License Premium Voice + Basic WIM Agent $2,000

IPCE-PVBEW-AGT-L CCE Blended License Premium Voice + Basic EIM + WIM Agent $2,500

IPCE-PVAE-AGT-L CCE Blended License Premium Voice + Advanced EIM Agent $2,900

IPCE-PVAW-AGT-L CCE Blended License Premium Voice + Advanced WIM Agent $ 2,300

IPCE-PVAEW-AGT-L CCE Blended License Premium Voice + Advanced EIM + WIM Agent $ 3,300

5.1.1.2.6 eGain Multichannel offering for Cisco Unified Contact Center Enterprise through Cisco SolutionsPlus

The eGain for Cisco SolutionsPlus offering is an integrated offering for end-user driven multichannel management for Cisco powered contact centers. This offering makes contact center operations more productive by enabling end users to be more agile, to reduce costs, and to deliver improved customer experience.

Types of licenses offered

Through the SolutionsPlus program, Cisco offers the following eGain multichannel products in three flavors:

• Volume-based Applications

Volume-based licenses are perpetual licenses that license the system for a certain maximum capacity; expressed as the number of sessions it can handle every month. For example, a license for 20,000 Chatbot sessions a month is a perpetual license that licenses the system for a maximum capacity of 20,000 Chatbot sessions each month. If during any month a higher number of Chatbot sessions are needed, a license for the additional capacity must be purchased.

• User-based Contact Center Applications

There are two types of user-based licenses, depending on the product:

o Concurrent logged-in agents: This refers to the number of allowed concurrently logged-in agents according to the license requirement. For example, an eGain Mail application that is licensed for 200 concurrent agents, can have no more than 200 agents logged into the system (i.e. whether they are handling emails or are idle) at any given point in time.

o Named or configured agents: This refers to the number of individual, named agents (user IDs) configured in the system, independent of whether they are actually using the system. For example, when an eGain Cobrowse system is licensed for 200 named agents, a maximum of 200 individual users have the potential to setup Cobrowse sessions. Named licenses are available only for Cobrowse when purchased as a single product (and not in conjunction with chat). All other eGain products utilize concurrent or site based licensing

• Blended eGain Agent Desktop (Packages)

These are attractively priced bundles of licenses, based on concurrent users.

Ordering All eGain products can be ordered via the top level SKU IPCE-EGAIN-K9 and IPCE-EGAIN-ADD-K9. Use the IPCE-EGAIN for new orders and IPCE-EGAIN-ADDON if you

Ordering Guide



want to add additional seats to an existing deployment. Concurrent or named agent product SKUs have CN or NM at the end of the SKU names for easy identification in the ordering tool and guide. Products based on number of sessions, offers, or surveys have a 10K, 20K, 25K, or 50K at the end of the SKU name. All purchased eGain SolutionsPlus products need to go through the A2Q process. Non-production suites (NFR) contain all eGain products for Cisco SolutionsPlus.

Non-production Licenses The non-production suites come standard with permanent licenses for 50 agents. The non-production suite for end-customers can only be purchased in addition to a regular production system.

Maximum Allowed Discounts The maximum allowed discounts that can be offered when selling eGain SolutionsPlus products are the contracted partner resale discounts. Any order with additional discounts will not be honored and released from Compliance Hold, without written permission from eGain. Maintenance and support For more information regarding eGain product upgrades, services, and support, visit http://www.egain.com/ciscosolutionsplus/. Note: Only Cisco Media Blender related support inquiries should go through Cisco TAC. Integration with Cisco Unified Contact Center Enterprise (Unified CCE) The eGain SolutionsPlus offering is only available when integrated with Unified CCE or Packaged CCE. Cisco does not consider eGain opportunities through SolutionPlus where there are no immediate ties to a Unified CCE system or opportunity. Cisco has no rights to resell eGain licenses for such unconnected deals. Currently, eGain SolutionsPlus is not available with Hosted Collaboration Solution. Please refer to the Hosted Collaboration Solution sections of the ordering guide for more information regarding supported SolutionsPlus products. eGain Chat, Video Chat, and Mail integrate to Unified CCE with no additional Unified CCE licenses required for the integration. So in other words, if you have a Unified CCE system with or without voice agent licenses, you can integrate with eGain for Chat, Video Chat, and Mail routing.

Cisco provides the Cisco Media Blender software for free when eGain Chat or Video Chat is ordered. Therefore when an order is placed for eGain Chat or Video Chat, the Cisco Media Blender software will automatically be shipped (i.e. on separate media with its own license certificate) along with the SolutionsPlus Right to Use Notification to customers. SKU for the Cisco Media Blender and Right to Use Notification certificate are IPCE-EGAN-CMB and IPCE-EGAN-LC respectively, but will be added to the order automatically when ordering eGain Chat or Video Chat. Note: CMB is only needed for Web/Scheduled Callback functionality. For instance, Cisco Media Blender is not needed for regular click to chat or email. E-Mail and Web Interaction Manager (EIM WIM) customers eGain SolutionPlus products cannot be sold as add-ons to EIM WIM. If customers want

Ordering Guide



“additional” eGain products/functionality outside of email and chat, eGain SolutionsPlus is the way to go. Customers looking to explore this option further should contact eGain to discuss potential choices. There are some similarities as well as differences between EIM WIM and eGain SolutionPlus. EIM WIM offers basic and advance email and chat capabilities whereas eGain Chat and Email offers all advanced capabilities. EIM WIM 9.0 uses eGain version 11 as its code base, which is the same in the eGain SolutionsPlus products. EIM WIM Advanced is a subset of eGain Mail and Chat.

eGain Sales Engagement Cisco account teams must involve eGain on every SolutionPlus sale opportunity to ensure the needed expertise is present during customer engagement.

For additional information, visit http://www.egain.com/ciscosolutionsplus/


for minimum initial purchase

Unit

Volume-based Applications

Base Products

IPCE-EGAN-SSA-20K eGain SelfService Advanced - Enables organizations to provide distinctive, productive and guided self-service experiences to website visitors. Includes Guided Help

$64,800 20,000 sessions/month

IPCE-EGAN-CTB-20K eGain Chatbot - For avatar-based, brand-aligned natural language conversations


IPCE-EGAN-COM-20K eGain Community - For creation and management of online communities or forums, and community knowledge harvesting


IPCE-EGAN-OFF-50K eGain Offers - Delivers proactive, real-time, rule-based content offers to website visitors

$30,000 50,000 presented content-based offers/month

Optional ADD-ON Products

Product Numbers Description List Price ($US) Unit IPCE-EGAN-SSA-10K eGain SelfService Advanced - Enables

organizations to provide distinctive, productive and guided self-service experiences to website. Note: Must have already purchased IPCE-EGAN-SSA-20K in order to buy this add-on product


IPCE-EGAN-CTB-10K eGain Chatbot - For avatar-based, brand-aligned natural language conversations. Note: Must have already purchased IPCE-EGAN-CTB-20K in order to buy this add-on product


IPCE-EGAN-COM-10K eGain Community - For creation and management of online communities or forums, community knowledge harvesting Note: Must have already purchased IPCE-EGAN-COM-20K in order to buy this add-on product


IPCE-EGAN-OFF-25K eGain Offers - Delivers proactive, real-time, rule-based content offers to website visitors. Note: Must have already purchased IPCE-EGAN-OFF-50K in order to buy this add-on product

$15,000 25,000 presented content-based offers / month

User-based Contact Center Applications

Product Numbers Description List Price ($US) Unit IPCE-EGAN-MAIL-CN eGain Mail - Email management $3,240 Concurrent agent

IPCE-EGAN-CHT-CN eGain Chat - Text Chat (reactive chat + agent offers)

$3,240 Concurrent agent

Ordering Guide



5.1.1.2.7 Exony VIM for Cisco Unified Contact Center Enterprise through Cisco SolutionsPlus

Exony VIM (Virtualized Interaction Manager) is an integrated solution for end-user driven reporting, analytics and management of Cisco powered contact centers. VIM makes contact center operations more productive - enabling end users to be more agile, to reduce costs and to deliver improved customer experience.

Through the SolutionsPlus program, Cisco offers the following Exony products tiered (in increasing levels of sophistication):

• VIM DataMart

• VIM Standard

• VIM Performance

• Starting from either VIM DataMart or VIM Standard, upsell SKUs can be applied to readily switch on functionality from one level to the next, e.g. upgrading VIM Standard to VIM Performance. VIM products are inclusive of the prior version so purchase can start at any of the three levels. For example, VIM DataMart is not required to purchase VIM Standard. Descriptions of the three VIM products are included below:

- VIM is built on a core multi-tenancy and enterprise partitioning security framework (developed to meet the needs of Service Providers and complex Enterprises) which enables the safe and secure delegation of multiple operations capabilities from IT to business end users in a

IPCE-EGAN-VCHT-CN eGain Video Chat - Text Chat (reactive chat + agent offers) + Video Chat


IPCE-EGAN-COB-NM eGain Cobrowse - Shared web browsing and secure form-filling (stand alone, does not include Chat)

$1,920 Named agent

IPCE-EGAN-KA-CN eGain KnowledgeAgent - KnowledgeAgent Advanced (includes guided help)


Blended eGain Agent Desktop

Product Numbers Description List Price ($US) Unit IPCE-EGAN-SCHT-CN eGain Super Chat - Text Chat (reactive

chat + agent offers) + Video Chat + Cobrowse


IPCE-EGAN-MACH-CN

Mail + Text Chat (reactive chat + agent offers)

$4,536 Concurrent agent. Must buy same number of licenses of each product

IPCE-EGAN-MCCO-CN

eGain Mail + Text Chat (reactive chat + agent offers) + Cobrowse

$5,040 Concurrent agent. Must buy same number of licenses of each product

Non-Production Suites

Product Numbers Description List Price ($US) Unit IPCE-EGAN-NFR-EC NON-PRODUCTION SUITE FOR END

CUSTOMERS – For Development / Test / Staging Environments for end customers

$5,000 Per additionally installed system beyond the production environment

IPCE-EGAN-NFR-CP NON-PRODUCTION SUITE FOR PARTNERS – For Development / Test / Staging Environments for Partners. Single system with all functionality, limited in volume

$0 Per installed system

Ordering Guide



cloud style computing model. All the VIM reporting, analytics, performance management, resource and service management applications inherit the security framework.

- VIM DataMart is the core VIM reporting data repository built on the security framework. DataMart offers native data connections to Cisco UCCE, UCCH, ICM and CVP platforms, enabling import and consolidation of data into one repository. A single connection Mediator license is also included to enable data import to be configured to another data source, e.g. WFM, QM, Email or CRM platforms.

- VIM Standard builds on VIM DataMart (i.e. security, data repository and single Mediator connection) adding in a number of ‘self serve’ tools to enable end users to safely and securely fulfill their own reporting needs with no developer intervention. Additionally, Standard includes Resource Management (native VIM version of CCMP) and Service Management applications to enable end users to safely manage UCCE/H resources, script variables, outbound campaigns and percent allocations. Standard delivers the concept of ‘measure and manage’ enabling an end user to securely move between ‘measurement’ applications (reporting) and ‘management’ applications to proactively optimize the contact center platform configuration.

All Exony products are orderable via the top level SKU IPCE-EXONY. For each of these products, order one per concurrent agent or concurrent IVR/CVP port in the system. High Availability SKUs (enabling a redundant failover architecture) are additional to the base product SKU and are also ordered as a quantity of concurrent agents or ports.

A mandatory support and maintenance contract is purchased directly from Exony at 20 percent of the total product sale.

Product Numbers

Description List Price ($US)

Exony Product Licenses

IPCE-EXONY-A-DM Exony VIM Datamart Concurrent Agent / Port - Simplex $180

IPCE-EXONY-A-S Exony VIM Standard Concurrent Agent / Port - Simplex $240

IPCE-EXONY-A-P Exony VIM Performance Concurrent Agent / Port - Simplex $480

Add on Options – Mediator (for Datamart & Standard only)

IPCE-EXONY-D-L1 Exony VIM Mediator (Per DB and Agent / Port) – Simplex $60

Add on Options – High Availability

IPCE-EXONY-HA-A-DM Exony VIM Datamart Concurrent Agent / Port - High Avail $45

IPCE-EXONY-HA-A-S Exony VIM Standard Concurrent Agent / Port - High Avail $60

IPCE-EXONY-HA-D-L1 Exony VIM Mediator (Per Database and Agent / Port) – High Avail

$15

Upgrade Options

IPCE-EXONY-UP-S Upgrade from VIM Datamart to VIM Standard $60

IPCE-EXONY-UP-P Upgrade from VIM Standard to VIM Performance $240

IPCE-EXONY-HA-UP-S Upgrade from VIM Datamart to VIM Standard - High Avail $15

Ordering Guide



IPCE-EXONY-HA-UP-P Upgrade from VIM Standard to VIM Performance - High Avail $60

5.1.1.2.8 ALI Solutions OnQ Campaign Management for Cisco Unified Contact Center Enterprise through Cisco SolutionsPlus

The OnQ Campaign Management Solution maximizes calling effectiveness, while reducing the complexity of outbound operations. This solution automates and centralizes campaign and policy management, ensuring call rule compliance and meeting goals and quotas while responding to staffing fluctuations.

OnQ adds additional power and flexibility to Cisco Unified Contact Center Enterprise Outbound Option and is equally effective in collections, telemarketing, and teleservices operations.

Note: This product license allows OnQ to be used with Unified CCE Outbound Option only. It is not intended to be used with 3rd party dialers. Customers may contact ALI Solutions directly for other dialer integrations.

If ordering OnQ, a corresponding OnQ port needs to be purchased for every Outbound Dialer Port deployed. Additionally, a base server license is required (one per customer). Add On OnQ ports do not require the base server license. Additionally, for Packaged CCE deployments, the base server license is not required – the Add On port SKU should be ordered. Installation and Support services for OnQ are separate and purchased directly through ALI Solutions.

The table below lists the CCE ALI Solutions OnQ Server and Port license and price.


ALI Solutions Product Licenses

IPCE-ONQSVR ALI OnQ Enterprise Server License $50,000.00

IPCE-ONQPORT-L ALI OnQ Port for CCE $1600.00

IPCE-ONQADDONPRT-L ALI OnQ Port for UCCE Add On & Packaged CCE $1600.00

5.1.1.2.9 Bucher+Suter CRM Connectors for Cisco Unified Contact Center Enterprise through Cisco SolutionsPlus

Bucher and Suter’s suite of CRM Connectors streamlines business operations, provides elegant integration to CRM applications, and multi-channel interaction handling. Each of these products operates within a Contact Center Enterprise Environment and as pre-requisite, customers need to procure Contact Center Enterprise Premium Licenses as described in this ordering guide. These CRM connectors are applied on top of premium license seats. Also note that a customer must buy a license for each concurrent agent as measured at maximum utilization.

The list of CRM Connectors available via SolutionsPlus includes:

• Bucher+Suter Connects for Salesforce • Bucher+Suter MCA for Siebel • Bucher+Suter MCA for SAP

Ordering Guide



Migration from existing Cisco Unified CRM Connectors

Customers may migrate from existing Cisco Siebel and SAP CRM Connector deployments to Bucher+Suter CRM Connectors through SolutionsPlus. The general guidelines associated with migrations include:

• $0 License Migration Cost • Bucher+Suter Deployment Services are mandatory. Customers purchase

deployment services directly from Bucher+Suter. • Bucher+Suter Annual Maintenance/Upgrade Subscriptions are mandatory.

Customers purchase these subscriptions directly from Bucher+Suter. • The statement of work and maintenance master agreements with Bucher+Suter

must be executed prior to A2Q review. • Purchase orders for the Bucher+Suter contracts must be submitted before the

software will ship.

New and Add-On Deployments

Customers who are purchasing new deployments of the Bucher+Suter SolutionsPlus CRM Connectors should order product numbers underneath the top-level “IPCE-CRM” option class. Note that new deployments are limited to a minimum of 30 seats with no maximum number of seats.

Customers who are adding seats to an existing deployment of the Bucher+Suter SolutionsPlus CRM Connector should order product numbers underneath the top-level “IPCE-CRM-ADD” option class. There is no minimum or maximum number of seats for add-on deployments.

The price for a seat license is the same regardless of whether it is a new deployment or add-on to an existing deployment.

Option Class

Description

IPCE-CRM Top Level Option Class for new deployments of the Bucher+Suter SolutionsPlus CRM Connectors

IPCE-CRM-ADD

Top Level Option Class for additional seats of an existing deployment of the Bucher+Suter SolutionsPlus CRM Connector

Bucher+Suter Connects for Salesforce

In order to use the Bucher+Suter Connects for Salesforce CRM Connector, customers must procure their own Salesforce.com enterprise or unlimited licenses.

Note: the connector licenses for Salesforce.com are based on named agents to match the licensing model that Salesforce.com uses. Note that these connector licenses are perpetual licenses, not annual ones.

Product Numbers


Ordering Guide



IPCE-BS-SF-VAGT Bucher+Suter CRM Connector for Salesforce (Voice Only) for a named agent

$700

IPCE-BS-SF-CASEAGT Add-On Bucher+Suter CRM Connector for task &email handling. Requires a voice only license.

$350

Bucher+Suter MCA for Siebel

In order to use the Bucher+Suter MCA for Siebel CRM Connector, customers must procure their own Siebel licenses.

Product Numbers


IPCE-BS-SIEBE-MGR

Migration SKU from Cisco connectors to b+s for Siebel. Migration licensing from legacy ‘Cisco CRM Connector for Siebel’ to ‘SolutionsPlus MCA for Siebel’ is for voice only. Media channels are available at an additional cost.

$0

IPCE-BS-SIEBE-VAGT Bucher+Suter CRM Connector for Siebel (Voice Only)

$700

IPCE-BS-SIEBE-EAGT Add-On Bucher+Suter CRM Connector for email and ticket handling. Requires a voice only license.

$350

Bucher+Suter MCA for SAP

In order to use the Bucher+Suter MCA for SAP CRM Connector, customers must procure their own SAP CRM or ICI licenses.

Product Numbers


IPCE-BS-SAP-MGR

Migration SKU from Cisco connectors to b+s for SAP. Migration licensing from legacy ‘Cisco CRM Connector for SAP’ to ‘SolutionsPlus MCA for SAP’ is for voice only. Media channels are available at an additional cost.

$0

IPCE-BS-SAP-VAGT Bucher+Suter CRM Connector for SAP (Voice Only) $700

IPCE-BS-SAP-EAGT Add-On Bucher+Suter CRM Connector for email handling. Requires a voice only license.

$350

IPCE-BS-SAP-CAGT Add-On Bucher+Suter CRM Connector for chat handling. Requires a voice only license.

$350

For a support or deployment services quote please contact [email protected] or contact your Bucher + Suter Sales Engagement Manager

5.1.2 Additional Unified CCE Licenses and Components

In addition to the Unified CCE Server Licenses and Agent Licenses discussed above, additional licenses and components may be needed to support third party IVR and special Unified CCE deployment cases.

5.1.2.1 Third Party IVR Licenses

In cases where non-Cisco IVRs are used with Unified CCE, third party IVR licenses are required to connect this third party (non-Cisco) IVR system to Unified CCE.

This part licenses the following functionality (Brackets contain name of the application interface used on the Voice Response Unit Peripheral Gateway VRU PG):

● Monitoring of IVR and IVR call status (Data Feed and other interfaces)

Ordering Guide



● Unified CCE pre-routing calls to IVR with call context data (Call Routing interface)

● Unified CCE accepting post-routing requests from IVR (Call Routing interface)

● Unified CCE controlling IVR applications for calls at the IVR (Service Control Interface). In case the third party IVR is used to queue Unified CCE calls the Service Control Interface must be used.

The software component licensed by the third party IVR license is the VRU PG and all of the public interfaces that it offers.

Note: There is no separate license for the VRU PG. For example, either four hundred (400) third party IVR port licenses can be used to connect a single four hundred (400)-port IVR (using single optional redundant PG) or to connect four (4) separate one hundred (100)-port IVR systems (using four (4) optionally redundant PGs)

A third party IVR Port license is required for every third party IVR port monitored or controlled by the ICM component of the Unified CCE, even if the third party IVR never receive any actual calls.

The table below lists the Third Party IVR licenses and prices. Which tier can be used depends on the number of Third Party IVR Port licenses in the order. The table in section 9.1.2.1 is applicable.


Third Party IVR licenses

ICME-IVRPRT-T1-L ICM ENTERPRISE THIRD PARTY IVR PORT - TIER 1 $300.00




5.1.2.2 Special Unified CCE Deployment Cases

There are several non-standard Unified CCE deployment models that don’t fit the standard licensing models described above. The required licensing for these cases is described in this section.

5.1.2.2.1 Unified CCE System as Hybrid Unified CCE and Unified ICM System

In this deployment model, the Unified CCE has third party ACDs connected as well as Unified Communications Managers and is therefore a combination of Unified ICM Enterprise and Unified Contact Center Enterprise. A system like this requires both Unified ICM Enterprise and Unified Contact Center Enterprise licenses.

Unified ICM Enterprise licenses are required for each connected third-party ACD and all agents on these ACDs. In case the Unified ICM Enterprise agents are using Blind Network Transfer capabilities a license for this function is required (note that such a license is not required for Unified Contact Center Enterprise agents using this function, this functionality is included in the Unified CCE agent licenses).

For the Unified CCE function a single Contact Center Enterprise Server license is

Ordering Guide



required as well as Unified CCE agent licenses for all Unified CCE agents connected to the Unified Communications Manager(s).

5.1.2.2.2 Unified CCE System that is connected to a carrier owned and operated Unified Contact Center Hosted (CCH) System

When a company owns and operates a Unified CCE system that is connected to a carrier’s Unified Contact Center Hosted (CCH) system (for pre-routing, Network IVR services, etc.), the customer’s Unified CCE systems should be licensed as a Unified CCE system and not as (part of) a Unified CCH system.

Notes

● No separate license is required to connect a Unified CCE system to a Unified CCH system.

● Only customers owning Unified ICM Hosted licenses or Unified CCH licenses should purchase Unified CCH Agent Licenses.

5.2 Ordering New Unified CCE System and Add-On Licenses

Almost all orders for new Unified CCE systems and add on Orders can be made through a single top-level Product Number: IPCE-BUNDLE.

Once IPCE-BUNDLE is selected in the ordering tool, this part number will provide a comprehensive list of all software and hardware product numbers that you need to place an order for a new Unified CCE system.

For each new Unified CCE system order, an order needs to be placed for at least the following three (3) product numbers:

● Contact Center Enterprise Media Kits (IPCE-MEDIAKIT)

● Contact Center Enterprise Server License (IPCE-SVR)

● Contact Center Enterprise Agent License (IPCE-AGENTS-LC)

For add on orders, an order needs to be placed for at least the following:

• Contact Center Enterprise Agent License (IPCE-AGENTS-LC).

The IPCE-BUNDLE also shows the following optional Contact Center Enterprise items:

• PORTALAGT-LC

• IPCE-MULTICHAN

• UCSS-CCE

In addition to the product numbers outlined above, upon selection of the IPCE-BUNDLE product number, product numbers associated with ordering Unified Customer Voice Portal (CVP), Unified IP IVR, and Cisco Media Convergence Servers (MCS). Please refer to the respective sections in this ordering guide for more information on ordering these components.

For each of the 6 product numbers above, you can only select a quantity of zero (0) or one (1). By selecting ‘1’ for each product number individually, you can then configure that

Ordering Guide



item and select the required types and quantity. This is described in the next sections in detail

5.2.1 Ordering CCE Agent licenses for voice applications

● Contact Center Enterprise Media Kits (IPCE-MEDIAKIT): For new Unified CCE system orders, you will typically select a quantity of one “1” for Contact Center Enterprise Media Kits (IPCE-MEDIAKIT). For add on orders, you may choose not to order new media kits by selecting zero “0” for Contact Center Enterprise Media Kits (IPCE-MEDIAKIT). Upon selecting quantity of “1” for the IPCE-MEDIAKIT, you will be presented with two options:

1. Contact Center Enterprise Media Kit: Upon selection of this option, select the release version of Contact Center Enterprise Media Kit that you desire to order. You can order only one media kit at a time. The media kit will dynamically be composed, based on what licenses are ordered.

Notes:

• If you are placing an order for traditional Unified CCE Model, select the IPCE-MEDIA product number option for the desired version presented under Contact Center Enterprise Media Kit (IPCE-MEDIAKIT) option.

• There is no separate part number to order Unified CCE System PG. If the Unified CCE System PG is needed for a new Unified CCE system (other than System Unified CCE Model), select IPCE-MEDIA product number option for the desired version.

• If you are planning on ordering Unified CCE Agent Licenses for Voice Applications with Multi-Channel option, select IPCE-MEDIA product number option for the desired version.

2. Cisco Agent Desktop Media Kit: If you are placing an order for Unified CCE Standard, Enhanced, or Premium Cisco Agent Desktop licenses (i.e. you are not planning on ordering Unified CCE Premium Licenses with Cisco Finesse or Cisco Toolkit), select the desired release version of Cisco Agent Desktop Media Kit that you desire.

● Contact Center Enterprise Server License (IPCE-SVR): For new Unified CCE system orders, you will typically select a quantity of one “1” for IPCC Enterprise Server License (IPCE-SVR). If this is an add-on order, select zero “0” for IPCE-SVR.

● Contact Center Enterprise Agent Licenses (IPCE-AGENT-LC): For new and add-on Unified CCE system orders, you will typically select a quantity of one “1” for Contact Center Enterprise Agent License Certificate (IPCE-AGENT-LC). Upon selecting quantity of “1” for the IPCE-AGENT-LC, you will be presented with a variety of option classes:

1. Contact Center Standard Agent: If you are placing an order for Unified CCE Standard Cisco Agent Desktop, select this option. Upon selection of this option, input the quantity of Contact Center Enterprise Standard Agent (IPCE-STDAGT-L) licenses that you desire to order.

2. Contact Center Enhanced Agent: If you are placing an order for Unified CCE

Ordering Guide



Enhanced Cisco Agent Desktop, select this option. Upon selection of this option, input the quantity of Contact Center Enterprise Enhanced Agent (IPCE-ENHAGT-L) licenses that you desire to order.

3. Contact Center Premium Agent: If you are placing an order for Cisco Finesse Desktop, Premium Cisco Agent Desktop or Cisco Tool Kit Agent, select this option. Upon selection of this option, input the quantity of Contact Center Enterprise Premium Agent (IPCE-PREMAGT-L) licenses that you desire to order.

4. Contact Center Outbound Dialer Ports: If you are placing an order for Unified CCE Agent Licenses for Voice Applications with Outbound option, select this option. Upon selection of this option, input the quantity of Contact Center Enterprise Outbound Dialer Ports (IPCE-DIALPORT-L) licenses that you desire to order.

Notes:

● The Premium Agent license is required for all CTI desktop integrations even if there is no Cisco software used on the desktop.

● Unified Outbound Dialer Ports are supported on Enhanced, Premium and CRM Agent licenses, not with Standard. Note that not all CRM Connectors support Outbound Option.

● Unified Multi-Channel option is supported on Standard, Enhanced, Premium and CRM Agent licenses.

5.2.2 Ordering New Unified EIM and Unified WIM System and Add-On Licenses

Unified E-Mail Interaction Manager and Unified Web Interaction Manager licenses are listed under the IPCE-BUNDLE top-level product number; under the product number CCE Multichannel Options (IPCE-MULTICHAN). You may also order Unified EIM and Unified WIM directly by using the product number IPCE-MULTICHAN and configuring options for server and agent licenses.

For a new system, you will need to order server software and agent licenses. Add-on agent licenses may also be ordered separately.

Select the Server Software option under CCE Multichannel Options and select the desired server license(s) from the following:

● IPCE-BEMAIL-SVR - CCE Basic E-Mail Interaction Mgr Server Software License

● IPCE-AEMAIL-SVR - CCE Advanced E-Mail Interaction Mgr Server Software License

● IPCE-BCOL-SVR - CCE Basic Web Interaction Mgr Server Software License

● IPCE-ACOL-SVR - CCE Advanced Web Interaction Mgr Server Software License

Once you select a server license you will be able to order the media kit listed below.

● IPCE-MC-KIT-43-K8 - CCE and CCH Multichannel Interaction Options Media Kit

Ordering Guide



● IPCE-MC-KIT-90-K8 - CCE and CCH Multichannel Interaction Options Media Kit

To order agent licenses, select the Agents option under CCE Multichannel Options and select the desired agent licenses from the following. Each order is required to have at least one agent license.

● IPCE-BEMAIL-AGT-L - CCE Basic E-Mail Interaction Mgr Agent License

● IPCE-AEMAIL-AGT-L - CCE Advanced E-Mail Interaction Mgr Agent License

● IPCE-BCOL-AGT-L - CCE Basic Web Interaction Mgr Agent License

● IPCE-ACOL-AGT-L - CCE Advanced Web Interaction Mgr Agent License

5.2.3 Ordering CCE Blended Agent licenses for voice, email, and web collaboration

Unified CCE Blended Agent licenses are listed under the IPCE-BUNDLE top-level product number; under the product number CCE Multichannel Options (IPCE-MULTICHAN). You may also order Unified CCE Blended Agent licenses directly by using the product number IPCE-MULTICHAN and configuring options for agent licenses.

For a new system, you will need to order server software and agent licenses. Add-on agent licenses may also be ordered separately.

There are certain conditions that must be followed when ordering CCE Blended Agent licenses:

• For new deployments of either CCE, EIM or WIM, the server license must be ordered for the CCE, EIM, and WIM system. This would be any 2 or all 3 of them, as applicable. For more details on how to order server licenses, refer to the above sections “Ordering CCE Agent licenses for voice applications” and “Ordering New Unified EIM and Unified WIM System and Add-On Licenses”.

• You cannot mix Blended multichannel licenses with traditional multichannel licenses on a single EIM or WIM system. See section “Unified CCE Blended Agent Licenses for Voice, E-Mail, and Web Collaboration applications” for more details.

• Mixing Basic and Advanced license on a single EIM-WIM system is not allowed.

• Blended Agent licenses with voice option are available with CCE Premium Voice agent only.

• There is a migration path from Premium Voice agent to Blended Agent license, but there is no migration path from EIM or WIM agent license to Blended Agent license.

• You cannot migrate from Blended Agent license to unbundled Voice, EIM, or WIM license.

• There are some restrictions on Blended Agent license usage with Packaged CCE. See section 6.3 Optional Features Licenses in Packaged CCE chapter for details.

To order agent licenses, select the Agents option under CCE Multichannel Options and

Ordering Guide



select the desired agent licenses from the following. Each order is required to have at least one agent license.

• IPCE-BEW-AGT-L - CCE Blended License Basic EIM + WIM Agent

• IPCE-AEW-AGT-L – CCE Blended License Advance EIM + WIM Agent

• IPCE-PVBE-AGT-L - CCE Blended License Premium Voice + Basic EIM Agent

• IPCE-PVBW-AGT-L - CCE Blended License Premium Voice + Basic WIM Agent

• IPCE-PVBEW-AGT-L - CCE Blended License Premium Voice + Basic EIM + WIM Agent

• IPCE-PVAE-AGT-L - CCE Blended License Premium Voice + Advanced EIM Agent

• IPCE-PVAW-AGT-L - CCE Blended License Premium Voice + Advanced WIM Agent

• IPCE-PVAEW-AGT-L - CCE Blended License Premium Voice + Advanced EIM + WIM Agent

5.3 Upgrades

5.3.1 Upgrades of CCE Agent licenses

For Unified CCE, there are a number of upgrade and migration options:

● Upgrading from Standard Cisco Agent Desktop to Enhanced Cisco Agent Desktop.

In IPCE-AGENTS-LC, select the option class ‘Upgrade Standard to Enhanced IPCC Agent license’. Upon selection of this option, input the quantity that you desire to order (IPCE-UPGENHAGT-L).

● Upgrading from Enhanced Cisco Agent Desktop to Premium Agent Licenses (Finesse, CAD or CTI Toolkit).

In IPCE-AGENTS-LC, select the option class ‘Upgrade Enhanced to Premium IPCC Agent license’. Upon selection of this option, input the quantity that you desire to order (IPCE-UPGPREMAGT-L).

Cisco Contact Center Management Portal (CCMP) included with both desktop types

● Upgrading from Premium Agent license to a CRM Agent license.

In IPCE-AGENTS-LC, select the option class ‘Upgrade Premium to CRM Agent license’. Upon selection of this option, input the quantity that you desire to order. In addition, upon selection of the IPCE-UPGCRMAGT-L option, you will further be presented with the option to select from different CRM Agent Options.

Cisco Contact Center Management Portal (CCMP) included with all CRM Agent licenses.

● Migrating from Cisco Finesse, CTI Toolkit, or Premium CAD to Cisco Finesse, CTI Toolkit, or Premium CAD does not require a specific SKU (i.e., it is a free

Ordering Guide



migration). However, please note that you may need to place a media kit-only order for the desired desktop.

● Upgrading previously purchased Agent licenses for use with Contact Center Management Portal. From IPCE-BUNDLE select quantity 1 of IPCE-PORTALAGT-L C. Upon selecting this you can configures the desired quantity of CCE Agents you want to upgrade for use with Unified Contact Center Management Portal (IPCE-PORTALAGT-L).

● Upgrading from Premium Agent license to a Blended Agent license.

In IPCE-MULTICHAN, select the option class ‘Blended Agent license’. You will further be presented with the option to select from different Upgrade Agent Options

IPCE-UPV2BE-AGT-L - CCE Blended License Upgrade Add Basic Email to Premium Agent

IPCE-UPV2BW-AGT-L - CCE Blended License Upgrade Add Basic Web to Premium Agent

IPCE-UPV2AE-AGT-L - CCE Blended License Upgrade Add Advanced Email to Premium Agent

IPCE-UPV2AW-AGT-L - CCE Blended License Upgrade Add Advanced Web to Premium Agent

Select option; input the quantity that you desire to order. See the section “Ordering CCE Blended Agent licenses for voice, email, and web collaboration,” to learn about conditions required for CCE Blended Agent licenses.


Options

Unified CCE Agent Upgrade License

IPCE-UPGENHAGT-L

UPGRADE FROM STANDARD TO ENHANCED CCE AGENT

$500.00

IPCE-UPGPREMAGT-L UPGRADE FROM ENHANCED TO PREMIUM CCE AGENT (Includes CCMP license)

$250.00 Choice of: Cisco Finesse Desktop Cisco Toolkit Desktop Cisco Agent Desktop

IPCE-UPGCRMAGT-L IPCC ENTERPRISE UPGRADE PREMIUM TO CRM AGENT LICENSE (includes CCMP license)

$600.00 SAP Siebel

IPCE-PORTALAGT-L Upgrade Individual IPCE Agent for use with CCMP

$150.00

Unified CCE Desktop Migration Licenses

IPCE-SIEBELCRM-M Migrate Existing CRM Connector to Cisco Siebel Connector

$600.00

IPCE-SAPCRM-M Migrate Existing CRM Connector to Cisco SAP Connector

$600.00

Unified CCE Blended Agent Upgrade License

IPCE-UPV2BE-AGT-L CCE Blended License Upgrade Add Basic Email to Premium Agent

$850

IPCE-UPV2BW-AGT-L CCE Blended License Upgrade Add Basic Web to Premium Agent

$500

Ordering Guide




Options

IPCE-UPV2AE-AGT-L CCE Blended License Upgrade Add Advanced Email to Premium Agent

$1,500

IPCE-UPV2AW-AGT-L CCE Blended License Upgrade Add Advanced Web to Premium Agent

$850

5.3.2 Customer Collaboration Upgrade Offer

This section describes the Customer Collaboration Upgrade Offer which is available starting May 4, 2011 until July 27, 2013. This offer is for CCE customers who want to upgrade to an available major release, but do not have a UCSS contract. The offer consists of two parts: attractively priced upgrade licenses, plus a mandatory purchase of a 3-year9 UCSS contract. The Customer Collaboration Upgrade Offer is also available for Customer Voice Portal (see section 3.2.4).

The upgrade licenses are priced at approximately one-third of the price of a new license. The components for which upgrade licenses are available are:

• Standard, enhanced and premium agent licenses

• CRM Agent licenses for Siebel CRM Connector only; not for other CRM Connectors

• Outbound dialer ports

• Note that no upgrade is required for the IPCC Server license.

The Customer Collaboration Upgrade Offer is ordered through a top-level product code CC-UPG-BUNDLE.


Options


CC-UPG-BUNDLE Customer Collaboration Upgrade Offer Top level SKU

$0

IPCE-AGENTSUPG UCC Enterprise Agent Licenses Upgrade $0

IPCE-STDAGTUPG IPCC ENTERPRISE STANDARD AGENT UPGRADE $365

IPCE-ENHAGTUPG IPCC ENTERPRISE ENHANCED AGENT UPGRADE $500

IPCE-PREMAGTUPG IPCC ENTERPRISE PREMIUM AGENT UPGRADE $565

Choice of: Cisco Finesse Desktop Cisco Toolkit Desktop Cisco Agent Desktop

IPCE-CRMAGTUPG IPCC ENTERPRISE CRM AGENT LICENSE UPGRADE $700

Siebel

IPCE-DIALPORTUPG IPCC ENTERPRISE OUTBOUND DIALER PORT UPGRADE $200

Notes

• CCE upgrade media is NOT shipped as part of the upgrade SKUs. It can be ordered via CC-UPG-BUNDLE

9 One year UCSS contract allowed for customers who cannot legally buy 3-year contracts.

Ordering Guide



• All upgrade orders go on New Product Hold and entitlement will be verified before the order is released.

• An ESW contract is mandatory in order to be able to activate the UCSS contract. Without activation no major release media can be downloaded or ordered in the future.

5.3.3 Migrations from Cisco Unified ICM to Contact Center Enterprise

Customers using a licensed ICM Enterprise with a third-party ACD who want to migrate to Cisco Unified Contact Center Enterprise (Unified CCE) can purchase Unified CCE Premium Agent and Server licenses at a discount. Unified CCE Premium Agent licenses can be purchased at the price shown below. There are different product codes and prices, depending on whether the customer has ICM Agent licenses only (migrate using IPCE-PROMOAGTREG-L), or also has ICM Desktop licenses (migrate using IPCE-PROMOAGTDSK-L). Unified CCE Server licenses are discounted at 100%.

Notes:

• 1 year of UCSS is mandatory for the new CCE licenses

• Additional discounts (partner/customer/other promotions) may apply.

• This offer is currently scheduled to expire at the end of FY 2014.

Orders should be placed using the bundle: IPCE-CTIPROMO.

Other components of Unified CCE can be ordered via: IPCE-BUNDLE


ICM to Contact Center Enterprise migration offer

IPCE-PROMOAGTDSK-L ICM Desktop Agent to UCCE Premium Agent $600

IPCE-PROMOAGTREG-L ICM Regular Agent to UCCE Premium Agent $1,300

5.3.4 Migrations from Cisco Unified Contact Center Express to Contact Center Enterprise

Although there is no technical migration path between Contact Center Express and Contact Center Enterprise, Cisco offers a discount program for customers who outgrew their Contact Center Express system and are migrating to Contact Center Enterprise.

The program requires these customers to purchase Contact Center Enterprise, but they receive a discount for handing in their Contact Center Express licenses:

• If they own a CCX system with Enhanced Agent licenses, they receive a 25% discount on the CCE Premium Agent license and a 100% discount on the CCE Server license.

• If they own a CCX system with Premium Agent licenses, they receive a 35% discount on the CCE Premium Agent license and a 100% discount on the CCE Server license.

Notes:

Ordering Guide



• These discounts are taken off the list price before any standard (partner/customer) discounts are applied.

• These discounts plus any standard partner/customer discount may get flagged by sales finance and may require escalations for approvals. CCBU is in support of the promo discount of 25% or 35% plus the standard discounts not to exceed a total discount of 72%. This support applies only to this particular promo and not to any other product codes.

• For customers planning to use IPIVR as the queuing and prompting platform for CCE, it is important to note the following

o CCX licenses cannot be used as or converted into IPIVR licenses. New IPIVR licenses need to be purchased.

o CCX and CCE redundancy operates differently. To have a redundant IPIVR system with CCE, two IPIVR systems need to be purchased.

• The discounts only apply to customers buying CCE Premium Agent licenses. Customers wanting a CCE system with Standard or Enhanced Agent licenses need to purchase CCE in the regular way (but note that a Premium Agent with discount is cheaper than an Enhanced Agent without discount). Customers wanting a CCE system with CRM Agent licenses can buy the Premium Agent licenses using the discount and purchase the upgrade licenses to CRM Agent. This is cheaper than buying the (undiscounted) CRM Agent licenses.

• The discount does not apply to customers having a CCX system with Standard Agent licenses.

• The discount can only be used to buy one CCE Server license as well as CCE Premium Agent licenses in the same quantity as the customer owns CCX (Enhanced or Premium) Agent licenses. Any additional CCE agent licenses can be purchased in the regular way, with the additional discount.

In order to receive the additional discount, orders should be placed using the following product codes. Note that the discounts will not be visible on the order until the order is completed in the system.

Product Numbers Description Discount

ICM to Contact Center Hosted migration offer

IPCE-CCXPRMPROMO IPCC Enterprise Migration for CCX Premium customers 35%

IPCE-ENHPROMO IPCC Enterprise Migration for CCX Enhanced customers 25%

5.3.5 Upgrades for Unified E-Mail Interaction Manager and Unified Web Interaction Manager

Basic server and agent licenses for Unified EIM and Unified WIM may be upgraded to advanced versions. Note that an entire deployment must be upgraded—all agent and server licenses (for both EIM and WIM) in a deployment must be upgraded as part of a

Ordering Guide



single order.

To order an upgrade, select one or both of the following server upgrade licenses from the Server Software option under CCE Multichannel Options.

● IPCE-UEMAIL-SVR - CCE E-Mail Interaction Mgr Server Upgrade Basic to Advanced

● IPCE-UCOL-SVR - CCE Web Interaction Mgr Server Upgrade Basic to Advanced

Then select the quantity of agent upgrade licenses required from the Agents option under CCE Multichannel Options. Select from the following part numbers.

● IPCE-UEMAIL-AGT-L - CCE E-Mail Interaction Mgr Agent Upgrade Basic to Advanced

● IPCE-UCOL-AGT-L - CCE Web Interaction Mgr Agent Upgrade Basic to Advanced

5.4 Migration from Previous Licensing Methods

This section describes how customers that have purchased Unified CCE licenses under an older licensing scheme should be treated when expanding their system or renewing maintenance using the new maintenance product numbers.

The basic rules for ‘translating’ older Unified CCE licenses into new ones are very straightforward. The table below provides the main relationships:

Older item New Item

IPCE-PREMSIEBLAGT-L (subtype of IPCE-PREMAGT-L before February 2007)

IPCE-SIEBELCRM (subtype of IPCE-CRMAGT-L)

IPCC Server (IPC-SVR) IPCC Enterprise Server and 25 agent licenses

IPCC Cisco Agent Desktop and Supervisor (IPCC-AGTCAD, IPCC-SUPCSD) with all agent options

IPCC Enterprise Standard Agent

IPCC Cisco Agent Desktop with CTI and Supervisor (IPC-AGTCADCTI, IPCC-SUPCSD) and all agent options.

IPCC Enterprise Enhanced Agent

IPCC Cisco Toolkit Desktop and Supervisor (IPC-AGTCTD, IPC-SUPCTS)

IPCC Enterprise Premium Agent

All other items, such as: Redundancy, Gateway licenses, Administrative Workstation, HDS,, Internet Script Editor Connection, third-party CTI Connection

These items do not translate into any current license. All functionality is now included.

Using the rules above if the customer should ‘translate’ their current licenses into new ones and use that as a basis for ordering expansion licenses. This leads to the following specific cases for expansion orders:

Expansion case: customer wants to… Customer should order…

Add more agents to an existing location New Standard, Enhanced, or Premium Agent licenses. Note that only Premium agent types include CCMP license. CCMP upgrade license must be purchased for STD or ENH agent types to use CCMP.

Add an included option such as Application Gateway or a WebView connection

Nothing. When customer has IPCC agent licenses in place, these components can now be deployed without additional licensing

Add CCMP to an existing system with IPCH agents purchased prior to August 1st 2007.

Purchase the CCMP Upgrade license (IPCE-PORTALAGT-L) for the total number of agents on the system

Ordering Guide



5.5 Non-Production Systems

The Unified CCE non-production license includes Unified CCE Server, Unified CCE Standard, Enhanced, Premium and CRM Agent, Dialer Port, Blind Network Transfer, Third Party IVR Port Licenses. With Unified CCE 9.0, the Non-Production License includes Cisco SocialMiner and Cisco Finesse software and license PAKs for CVP and Intelligence Center. All components can be used in reasonable quantities, but exclusively in non-production systems. Non-production use includes lab, demo and training purposes.

Non-production systems for Unified E-Mail Interaction Manager and Unified Web Interaction Manager are available separately using the product codes listed below. For End customers this kit contains 10 Advanced Email Agents and 10 Advanced Web Agents. A larger bundle can be selected (same product code, same price), but this is only allowed for customers who have a large EIM-WIM production environment.

Notes:

● These licenses are only sold either to end-customers who have already ordered Unified CCE production licenses or to certified ATP Partners.

● These licenses are priced differently for end-customers and ATP-certified partners. End-customers should only order the licenses with Product Numbers ending in ‘-EC’. Certified Partners should only order the Product Numbers ending in ‘-CP’.

● Certified Partner non-production bundles are only available for order by ATP Partners in theaters where the DART tool is not available (that is European, Emerging and Japan today). These bundles are only available from the Wholesale price list, which implies that they must be ordered through a Cisco distributor.

● The ‘-DART=’ bundle is only available for ATP partners through the DART tool, for theaters where DART is used.

The table below lists the Non-Production bundles and their list price.


Non-production bundles

IPCE-NPSENT-EC CC ENT Non-Production Suite Customer $25,000

IPCE-NPSENT-CP CC ENT Non-production Suite ATP Partners $0

IPCE-NPSENT-DART= CC ENT Non-Production Suite ATP Partners $200

IPCE-MC-NFR-DART CCEH EIM-WIM NON-PRODUCTION SUITE FOR PARTNERS VIA DART

$200

IPCE-MC-NFR-DISTRI CCEH EIM-WIM NON-PRODUCTION SUITE FOR PARTNERS VIA DISTRI

$0

IPCE-MC-NFR-EC CCEH EIM-WIM NON-PRODUCTION SUITE FOR END CUSTOMERS

$5,000

5.6 Product Number Summary Table for Unified CCE Product Numbers

This section contains a summary table with all Unified CCE product numbers and applicable maintenance items.

Ordering Guide



Product Number Description List Price ($US)


Operate Services (ii)

Product Code List Price ($US)


CC Enterprise Server

IPCE-SVR CC ENTERPRISE SERVER LICENSE

$15,000 Upgrades included in agent licenses

CON-ESW-IPESVR

$1,500

IPCE-BEMAIL-SVR CCE Basic E-Mail Interaction Mgr Server Software License


CON-ESW-IPCE-BEM

$450

IPCE-AEMAIL-SVR CCE Advanced E-Mail Interaction Mgr Server Software License

$5,000

Upgrades included in agent licenses

CON-ESW-AEMAILS

$750

IPCE-BCOL-SVR CCE Basic Web Interaction Mgr Server Software License

$1,500

Upgrades included in agent licenses

CON-ESW-BCOLS $225

IPCE-ACOL-SVR CCE Advanced Web Interaction Mgr Server Software License


CON-ESW-ACOLS $375

IPCE-UEMAIL-SVR CCE E-Mail Interaction Mgr Server Upgrade Basic to Advanced


CON-ESW-UEMAILS

$750

IPCE-UCOL-SVR CCE Web Interaction Mgr Server Upgrade Basic to Advanced


CON-ESW-UCOLS $375

CC Enterprise Agent

IPCE-STDAGT-L CC ENTERPRISE STANDARD AGENT

$1,100 UCSS-CCE-ST-1-1 $88 CON-ESW-IPESTDAG

$110

IPCE-ENHAGT-L

CC ENTERPRISEENHANCED AGENT

$1,500 UCSS-CCE-EN-1-1

$120

CON-ESW-IPEENHAG

$150

IPCE-PREMAGT-L

CC ENTERPRISE PREMIUM AGENT

$1,700

UCSS-CCE-PR-1-1

$136

CON-ESW-IPEPREAG

$160

IPCE-CRMAGT-L CC ENTERPRISE CRM AGENT

$2,100 UCSS-CCE-CR-1-1

$168 CON-ESW-IPCECRMA

$210

IPCE-UPGENHAGT-L

CC ENTERPRISE UPGR FROM STD TO ENH AGENT

$500

UCSS-CCE-EN-1-1

$120

CON-ESW-IPEENHAG

$150

IPCE-UPGPREMAGT-L

CC ENTERPRISE UPGR FROM ENH TO PREM AGENT

$250

UCSS-CCE-PR-1-1

$136 CON-ESW-IPEPREAG

$160

IPCE-UPGCRMAGT-L IPCC ENTERPRISE UPGRADE PREMIUM TO CRM AGENT LICENSE

$600 UCSS-CCE-CR-1-1


$210

IPCE-SIEBELCRM-M Migrate Existing CRM Connector to Cisco Siebel Connector



$210

IPCE-SAPCRM-M Migrate Existing CRM Connector to Cisco SAP Connector



$210

IPCE-DIALPORT-L CC ENTERPRISE OUTBOUND DIALER PORT

$600

UCSS-CCE-DP-1-1

$48 CON-ESW-IPEDIALP

$60

Ordering Guide








IPCE-BEMAIL-AGT-L

CCE Basic E-Mail Interaction Mgr Agent License

$1,500

UCSS-BEMAIL-1 $270 CON-ESW-BEMAILA

$176

IPCE-AEMAIL-AGT-L

CCE Advanced E-Mail Interaction Mgr Agent License

$2,500

UCSS-AEMAIL-1 $450 CON-ESW-AEMAILA

$281

IPCE-BCOL-AGT-L

CCE Basic Web Interaction Mgr Agent License

$1,000

UCSS-BWEB-1 $180 CON-ESW-BCOLA $176

IPCE-ACOL-AGT-L

CCE Advanced Web Interaction Mgr Agent License

$1,500

UCSS-AWEB-1 $270 CON-ESW-ACOLA $264

IPCE-UEMAIL-AGT-L

CCE E-Mail Interaction Mgr Agent Upgrade Basic to Advanced

$1,100

UCSS-AEMAIL-1 $450 CON-ESW-UEMAILA

$281

IPCE-UCOL-AGT-L CCE Web Interaction Mgr Agent Upgrade Basic to Advanced

$550 UCSS-AWEB-1 $270 CON-ESW-UCOLA $264

IPCE-BEW-AGT-L CCE Blended License Basic EIM + WIM Agent

$2,100 UCSS-BL-BEW-1 $378 CON-ESW-IPCEBWE

$210

IPCE-AEW-AGT-L CCE Blended License Advanced EIM + WIM Agent

$2,900 UCSS-BL-AEW-1 $520 CON-ESW-IPCEAEWT

$290

IPCE-PVBE-AGT-L CCE Blended License Premium Voice + Basic EIM Agent

$2,300 UCSS-BL-PVBE-1 $290 CON-ESW-IPCEPVBL

$230

IPCE-PVBW-AGT-L CCE Blended License Premium Voice + Basic WIM Agent

$2,000 UCSS-BL-PVBW-1 $230 CON-ESW-IPCEPVB

$200

IPCE-PVBEW-AGT-L CCE Blended License Premium Voice + Basic EIM + WIM Agent

$2,500 UCSS-BL-PVBEW-1

$355 CON-ESW-IPCEPVL

$250

IPCE-PVAE-AGT-L CCE Blended License Premium Voice + Advanced EIM Agent

$2,900 UCSS-BL-PVAE-1 $420 CON-ESW-IPCEPVAL

$290

IPCE-PVAW-AGT-L CCE Blended License Premium Voice + Advanced WIM Agent

$ 2,300 UCSS-BL-PVAW-1 $300 CON-ESW-IPCEPVAW

$230

IPCE-PVAEW-AGT-L CCE Blended License Premium Voice + Advanced EIM + WIM Agent

$ 3,300 UCSS-BL-PVAEW-1

$505 CON-ESW-IPCEPVA

$330

IPCE-UPV2BE-AGT-L CCE Blended License Upgrade Add Basic Email to Premium Agent

$850 UCSS-BL-PVBE-1 $290 CON-ESW-IPCEPVBL

$230

IPCE-UPV2BW-AGT-L CCE Blended License Upgrade Add Basic Web to Premium Agent

$500 UCSS-BL-PVBW-1 $230 CON-ESW-IPCEPVB

$200

IPCE-UPV2AE-AGT-L CCE Blended License Upgrade Add Advanced Email to Premium Agent

$1,500 UCSS-BL-PVAE-1 $420 CON-ESW-IPCEPVAL

$290

IPCE-UPV2AW-AGT-L CCE Blended License Upgrade Add Advanced Web to Premium Agent

$850 UCSS-BL-PVAW-1 $300 CON-ESW-IPCEPVAW

$230

CCE Agent for use with Contact Center Management Portal

Ordering Guide








IPCE-PORTALAGT-L Upgrade Individual IPCE Agent for use with CCMP

$150 Included within IPCE Enterprise voice Agent UCSS SKUs defined above

Included within IPCE Enterprise voice Agent Operate Services SKUs defined above.


CC-UPG-BUNDLE Customer Collaboration Upgrade Offer Top level SKU

$0 N/A N/A

IPCE-AGENTSUPG UCC Enterprise Agent Licenses Upgrade $0

N/A N/A

IPCE-STDAGTUPG

IPCC ENTERPRISE STANDARD AGENT UPGRADE $365

UCSS-CCE-ST-3-1 $185 CON-ESW-

IPESTDUP

$110

IPCE-ENHAGTUPG

IPCC ENTERPRISE ENHANCED AGENT UPGRADE $500

UCSS-CCE-EN-3-1 $252 CON-ESW-

IPEENHUP

$150

IPCE-PREMAGTUPG

IPCC ENTERPRISE PREMIUM AGENT UPGRADE $565

UCSS-CCE-PR-3-1 $286 CON-ESW-

IPEAGTUP

$160

IPCE-CRMAGTUPG

IPCC ENTERPRISE CRM AGENT LICENSE UPGRADE $700

UCSS-CCE-CR-3-1 subselection: UCSS-SBLCRM-3-1

$353 $0

CON-ESW-

IPECRMUP

$210

IPCE-DIALPORTUPG

IPCC ENTERPRISE OUTBOUND DIALER PORT UPGRADE $200

UCSS-CCE-DP-3-1 $101 CON-ESW-

IPDIALUP

$60

Exony Product Licenses

IPCE-EXONY-A-DM

Exony VIM Datamart Concurrent Agent - Simplex

$180 Purchased through Exony

IPCE-EXONY-A-S

Exony VIM Standard Concurrent Agent - Simplex

IPCE-EXONY-A-S

Purchased through Exony

IPCE-EXONY-A-P

Exony VIM Performance Concurrent Agent - Simplex

IPCE-EXONY-A-P


Add on Options – High Availability


IPCE-EXONY-HA-A-DM

Exony VIM Datamart Concurrent Agent - High Avail

IPCE-EXONY-HA-A-DM


Ordering Guide








IPCE-EXONY-HA-A-S

Exony VIM Standard Concurrent Agent - High Avail

IPCE-EXONY-HA-A-S


Upgrade Options Purchased through Exony

IPCE-EXONY-UP-S Upgrade from VIM Datamart to VIM Standard


IPCE-EXONY-UP-P

Upgrade from VIM Standard to VIM Performance


IPCE-EXONY-HA-UP-S Upgrade from VIM Datamart to VIM Standard - High Avail


IPCE-EXONY-HA-UP-P

Upgrade from VIM Standard to VIM Performance - High Avail

$60


ALI Solutions Product Licenses

IPCE-ONQPORT-L ALI OnQ Port for CCE $1600 Purchased through ALI Solutions

IPCE-ONQADDONPRT-L

ALI OnQ Port for UCCE Add On & Packaged CCE

$1600 Purchased through ALI Solutions

IPCE-ONQSVR ALI OnQ Enterprise Server License

$50,000 Purchased through ALI Solutions

CC Enterprise Non-Production Licenses

IPCE-NPSENT-EC CC ENTERPRISE Non-Production Suite Customer

$25,000 Upgrades are covered under the production system license

IPCE-NPSENT-CP CC ENTERPRISE Non-production Suite ATP Partners

$0

Not available

IPCE-NPSENT-DART= CC ENTERPRISE Non-Production Suite ATP Partners

$200 Not available

IPCE-MC-NFR-DART CCEH EIM-WIM NON-PRODUCTION SUITE FOR PARTNERS VIA DART

$200 Not available

IPCE-MC-NFR-DISTRI CCEH EIM-WIM NON-PRODUCTION SUITE FOR PARTNERS VIA DISTRIBUTION

$0 Not available

IPCE-MC-NFR-EC CCEH EIM-WIM NON-PRODUCTION SUITE FOR END CUSTOMERS

$5000 Upgrades are covered under the production system license

Notes:

● (i) Unified Communications Software Subscription is available in 1, 2, 3 and 5-year contracts. Shown are only the product codes for 1-year contracts. To find the product codes for other contract durations replace the first ‘-1’ with ‘-2’, ‘-3’ or ‘-5’. Also available are monthly contract, intended for synchronizing end dates or multiple contracts. Details on Unified Communications Software Subscription can be found

Ordering Guide



here:http://www.cisco.com/web/partners/sell/technology/ipc/announcements/26may06.html

● Unified Communications Software Subscription is not available for Unified E-Mail Interaction Manager and Unified Web Interaction Manager. Pricing for major upgrades will be available when those upgrades are announced.

● (ii): Operate Services are available in different types. The product code and prices shown here are for ‘Essential Operate Services—Software only’. Other variants have different product codes (the ‘-ESW-’ in the product code is replaced with something else) and pricing. Details can be found here: http://www.cisco.com/en/US/partner/products/svcs/ps2961/ps2664/service_announcement0900aecd8054c7ca.html

Ordering Guide



6. Cisco Packaged Contact Center Enterprise (Packaged CCE)

This section provides licensing and ordering information for the Packaged Contact Center Enterprise solution.

6.1 About Packaged CCE

Packaged CCE provides a pre-packaged single server10contact center solution for contact centers up to 1000 agents, by delivering Unified Contact Center Enterprise with Unified Customer Voice Portal and Unified Communication Manager in a virtualized environment. It offers easier ordering, bundled pricing, simplified deployment and management resulting in reduced pre-sales and post-sales cycles. This new package easily gets a voice solution up and running for a customer, while offering the ability to add other options as needed. For more information on Packaged CCE go to:

https://communities.cisco.com/community/partner/collaboration/contactcenter/atp/projects/packaged-cce

6.2 Overview of Packaged CCE Ordering and Licensing

Packaged CCE offers simplified ordering with a single bundle SKU that contains the hardware and software parts required to build a Packaged CCE deployment. The bundle simplifies ordering by requiring the selection of only a handful of SKUs by the user and automatically including the rest. It is designed to build a rich voice contact center solution by providing a core set of contact center functionality—call processing, prompting and self-service application scripting, voice response collection, agent selection, queuing, and reporting.

The table below lists the Packaged CCE Bundle SKU:

Product Numbers Description

CCE-PAC-BUNDLE Packaged CCE Bundle SKU

Note: All orders for new deployments must be built using this top level SKU.

Packaged CCE bundle consists of the following required and optional components:

● Required Packaged CCE Licenses and Components

1. Packaged Server License

2. Packaged CCE Version

3. Packaged Agent Licenses

4. Unified Computing System (UCS) C-series server

● Optional Packaged CCE Licenses

1. Unified Communication Manager Enhanced User License

The sections below explain each of these components. Also, a sample BOM is provided as a reference for an order created using this bundle, published here:

10 Two servers required for redundancy

Ordering Guide



https://communities.cisco.com/community/partner/collaboration/contactcenter/atp/projects/packaged-cce


6.2.1 Required Packaged CCE Licenses

Each Packaged CCE deployment requires one Packaged Server license, the desired number of Packaged Agent licenses, and deployment specific UCS-C series servers.

6.2.1.1 Packaged CCE Server Licenses

Packaged CCE has well defined deployments and for convenience the deployment model is matched to the Packaged Server SKU. Each Packaged CCE system requires the purchase of one (1) Packaged CCE Server license.

6.2.1.1.1 CCE-PAC-M1

CCE-PAC-M1 is the initial model of Packaged CCE, supporting up to 1000 agents. This license entitles the user to deploy all of the necessary components required for

1) Unified CCE Server components:

● One (1) Redundant CCE Call Server11

● One (1) Redundant CCE Data Server

● Optional one(1) Redundant Historical Database server(s) on external servers

2) Unified CVP Server components

• Two (2) Redundant CVP Call Servers

3) Unified Intelligence Center components

• One (1) Redundant Unified Intelligence Center Standard

4) Finesse Server components

• One (1) Redundant Finesse Server

5) Unified CCE Outbound Option components

• One Hundred (100) Outbound Dialer Ports

6) Unified Call Studio

• Two (2) workstation licenses for Unified Call Studio

Packaged Server SKU also includes the relevant media kits for the following products:

• Unified Contact Center Enterprise

• Unified Customer Voice Portal

• Unified Intelligence Center

11 Refer to Packaged CCE Specifications guide for definition of CCE Call Server and CCE Data

Server

Ordering Guide



• Finesse

There is no need to order separate media kits.

The table below lists the Packaged CCE Server License and price.

Product Number


Software Subscription

Operate Services

Product Code

List Price ($US)

Product Code

List Price ($US)

CCE-PAC-M1 CCE and CVP Deployment Package M1


CON-ESW-CCEPACM

$1,500

6.2.1.2 Packaged CCE Version

As described in the previous section, Packaged CCE bundle automatically includes the required media. With Packaged CCE 10.0 release, user will have the option to select the Packaged CCE 9.0 media kit or the Packaged CCE 10.0 media kit by selecting one of the following SKUs12


CCE-PAC-M1-V9.X Media kit for Unified CCE 9.0, Unified CVP 9.0, Unified Intelligence Center 9.x, Finesse 9.x

$0

CCE-PAC-M1-V10.X Media kit for Unified CCE 10.0, Unified CVP 10.0, Unified Intelligence Center 10.0, Finesse 10.0

$0

6.2.1.3 Packaged CCE Agent Licenses

Packaged CCE offers Packaged Agent SKUs that is a bundled SKU offering a price advantage over the a-la-carte SKUs for standard Unified Contact Center Enterprise. Each Packaged CCE Agent entitles the user to:

• One (1) Premium CCE Agent

• One (1) redundant CVP queue or self-service port

For instance, if you ordered 325 units of Packaged Agent, then you would be entitled to 325 concurrent logged in Premium CCE agents along with 325 CVP ports and 325 redundant CVP ports for queuing or self-service.

For CCE-PAC-M1 deployment, the minimum number of agents required is 25 and the maximum number of agents allowed is 1000.

Packaged Agent SKU can be used only for Packaged CCE deployments. It cannot be used for general Unified Contact Center Enterprise deployments. Vice versa, a-la-carte CCE agent and CVP port SKUs mentioned in other chapters of this guide cannot be used with Packaged CCE deployments.

The table below lists the Packaged Agent License and price.

12 This option will be available upon Packaged CCE 10.0 release

Ordering Guide



Product Number


Software Subscription

Operate Services

Product Code

List Price ($US)

Product Code

List Price ($US)

CCE-PAC-AGENT

CCE Packaged Agent

$1,930 UCSS-CCE-PACAGT-1Y

$154 CON-ESW-CCEPAGE

$204

6.2.1.4 Unified Computing System (UCS) C-series server

Packaged CCE deployments require a specific model of Cisco Unified Computing System (UCS) C-series server for each deployment model.

6.2.1.4.1 Servers for CCE-PAC-M1 model

For CCE-PAC-M1 model, two (2) Cisco UCS C260 M2 servers are required, one for each side for redundancy. These servers are included in the Packaged bundle for ordering convenience.

The table below lists the UCS C260 M2 server SKU and price.


UCS-C260M2-VCD2 UCS C260 M2 Rack Server w/ 2-E72870, 16x 2x4GB DDR $ 50,953

The ordering tool provides the option to select region specific power cables, select as appropriate for your region.

The detailed specification of UCS C260 M2 can be found on the Cisco Unified Communications on the Cisco Unified Computing System page located at:

www.cisco.com/go/swonly

6.2.1.4.2 UCS-C Server Support and Warranty Options

There are various warranty options available for UCS-C series servers. Refer to UCS-C Support and Warranty links below for more details:

Limited Hardware Warranty:

http://www.cisco.com/en/US/products/prod_warranties_listing.html#~additional_warranty

Support and Warranty Services:

http://www.cisco.com/en/US/products/ps10321/serv_home.html

Pricing Tool for Support and Warranty Options:

https://tools.cisco.com/qtc/pricing/MainServlet?Request=ShowCurrentPriceSrch

In the pricing tool, search for Product Family: UC Plus or UC Support.

6.2.2 Optional Packaged CCE Licenses

The Packaged bundle SKU offers licenses for certain components that are required to build the solution, however these licenses may be procured from other means too. Hence, it is optional to procure these licenses via the Packaged bundle.

Ordering Guide



6.2.2.1 Unified Communication Manager Enhanced User License

Cisco Unified Communication Manager offers various licensing schemes. As a convenience, the Enhanced User License, which is suitable for Contact Center agent devices, is offered as part of the Packaged bundle. The part numbers of Unified Communication Manager that are mapped to Packaged bundle are listed in the table below and can be used to order Unified Communication Manager media kit and Enhanced User License (Tier A) for agent devices.

Product Number


Software Subscription Operate Services

Product Code

List Price ($US)

Product Code

List Price ($US)

CUCM-USR-LIC-BUND

Top Level SKU for Packaged CCE Bundle

$0 - -

LIC-CUCM-9X-USR-A

UC Manager Enhanced User License Option A

$210 UCSS-UCM-ENH-A-1-1 $12 CON-ESW-

EUSRA1 $10

CUCM-VERS-9.0

UC Manager 9.0 Server Software Media

$0 - -

Note: if you already have licenses for agent devices or plan to procure them using a different licensing scheme then you don’t need to order Unified Communications Manager via the Packaged bundle.

Refer to Cisco Unified Communications Solutions Ordering Guide for more details as well as information on other licensing schemes.

6.3 Optional Features Licenses

Packaged CCE also offers some options that are available within or outside the packaged licensing bundle. The licenses for these options need to be purchased separately and the feature must be deployed as per the design and sizing rules in the Packaged CCE specification. These features include:

• Additional Outbound Option Dialer Ports(for customers requiring more than the 100 ports that are included)

o Use the ‘Unified CCE Outbound Option Dialer Port License’.

• Email Interaction Manager and Web Interaction Manager

o Ordering from within Packaged CCE bundle (CCE-PAC-BUNDLE)13

§ For ordering convenience, SKUs required for adding Advanced Email (IPCE-UPV2AE-AGT-L) and Advanced Web (IPCE-UPV2AW-AGT-L) to Packaged CCE are available within the Packaged CCE bundle. An additional advantage is that when ordering these SKUs from the Packaged CCE bundle (CCE-PAC-BUNDLE), Email or Web Server licenses (IPCE-AEMAIL-SVR or IPCE-ACOL-SVR) are not required.

o Ordering using a-la-carte SKUs

13 This option is scheduled to be available soon

Ordering Guide



§ Either Basic or Advanced license can be used but both cannot be mixed.

§ Blended Agent license usage:

• Blended Agent licenses with both Email and Web can be used with Packaged CCE. These are IPCE-BEW-AGT-L and IPCE-AEW-AGT-L.

• Upgrade from Premium Voice to Blended Email or Web can also be used with Packaged CCE. These are IPCE-UPV2BE-AGT-L, IPCE-UPV2BW-AGT-L, IPCE-UPV2AE-AGT-L, and IPCE-UPV2AW-AGT-L.

• However, Blended Agent licenses with Voice along with Email or Web cannot be used with Packaged CCE, such as IPCE-PVAEW-AGT-L or IPCE-PVBW-AGT-L. In order to have blended Packaged CCE agents with web and/or email, you need to purchase regular Packaged CCE agent licenses and add the blended web and/or email licenses, as per bullet points above.

• Intelligence Center Premium Edition

• CRM Agent License Upgrade for CRM Seibel Connector

o Use the ‘Unified CCE Upgrade Premium To CRM Agent License’.

• CVP Reporting Server

o Either Standard or Premium version can be used.

• SocialMiner

• Additional Call Studio Licenses

• Options sold under SolutionsPlus program

o See Packaged CCE specification for any restrictions.

Refer to respective chapters in this guide for licensing structure and ordering information for these components. For more information on supported options and configuration refer to the Packaged CCE specification published here:

http://cisco.com/en/US/products/ps12586/tsd_products_support_series_home.html

6.4 Add-On Licenses

6.4.1 Additional Agents

To order additional Packaged Agent licenses for existing Packaged CCE deployments, you need to use the following top-level SKU:

Product Numbers Description

Ordering Guide



CCE-PAC-ADDON Packaged CCE Add-Ons

This top level SKU contains the same Packaged Agent SKU option ‘CCE-PAC-AGENT’ as mentioned above but does contain other packaged licenses such as server licensing, etc. as they are not required for add-on licenses.

Note: you can use only the Packaged Agent SKU to add more CCE agents and CVP ports to Packaged CCE deployments. A-la-carte CCE agent and CVP port SKUs mentioned in other chapters of this guide cannot be used with Packaged CCE deployments.

6.5 Migration Options

There is no program to migrate in or out of Packaged CCE from Unified CCX or Unified CCE deployments. Cisco may choose to run special promotions from time to time, which will be communicated outside this guide. In general, use the following guidelines.

6.5.1 From Unified CCX to Packaged CCE or vice-versa

Customer needing to migrate from Unified CCX to Packaged CCE can do so by procuring new Packaged CCE licenses and vice-versa. There is no program for migration. Standard discounting practices may be followed.

6.5.2 From Unified CCE to Packaged CCE

Customer needing to migrate from Unified CCE to Packaged CCE can do if the following conditions are met

1) The new deployment meets all requirements as listed in the Packaged CCE Specification document.

2) The customer must have CCE Premium Agents 3) The customer must have redundant CVP ports licenses that are at least as

many as the number of agents. For instance, if customer has 100 Premium CCE agents, they must have at least 100 CVP ports and 100 CVP redundant ports.

4) The deployment cannot exceed the capacity of the Packaged CCE Specification even if the customer has excess license.

6.5.3 From Packaged CCE to Unified CCE

Customer needing to migrate from Packaged CCE to Unified CCE can do it with their existing Packaged CCE licenses. However, they must adhere to Unified CCE SRND guidelines as they migrate their deployment. Their Packaged Server license CCE-PAC-M1 will entitle them for one (1) CCE Server license, two (2) redundant CVP Server licenses, one (1) redundant CUIC Standard license, one (1) redundant Finesse Server license, and two (2) Call Studio licenses. Their Packaged Agent license CCE-PAC-AGENT will entitle them for equivalent number of CCE Premium agents and redundant CVP self-service ports. Additional a-la-carte Unified CCE or CVP licenses can be procured after migration.

Below are the typical reasons to migrate from Packaged CCE to Unified CCE:

1) The deployment needs to exceed the capacity of Packaged CCE, such as number of concurrent agents, etc.

2) The deployment requires a feature or option not available with Packaged CCE,

Ordering Guide



such as IP-IVR, etc.

Ordering Guide



7. Cisco Finesse This section provides licensing and ordering information for Cisco Finesse. Cisco Finesse is available for Unified CCE customers.

7.1 Cisco Finesse for Unified CCE customers

Unified CCE customers who require Cisco Finesse must purchase the Finesse server and media kit.


CCEH-FINESSE-SVR-L Finesse Server HA Pair. This single sku includes the software and license to run a pair of Finesse servers.

$1,000

CCEH-FINESSE10X-K9 Media Kit for Finesse 10.x $100

CCEH-FINESSE90-K9 Media Kit for Finesse 9.x $30

When a customer purchases a Unified CCE Premium Agent license, they are entitled to use either, Cisco Finesse, CTI-OS, or Cisco Agent Desktop (CAD) with that seat license. Details on ordering seat licenses are available in Section 5.1.1.2.

UCSS for Cisco Finesse is covered via the UCSS on the Unified CCE agent licenses.

Cisco Finesse does not include license key enforcement.


Ordering Guide



8. Cisco SocialMiner This section provides licensing and ordering information for Cisco SocialMiner. SocialMiner is available for both Unified CCX and Unified CCE customers or as a standalone offer.

Note: When ordering SocialMiner, first search via IPCE-BUNDLE then IPCE-SVR-ADDON to locate the SocialMiner product numbers.


8.1 SocialMiner for Unified CCX customers

Unified CCX customers who require SocialMiner must purchase the SocialMiner server and media kit:


CCEH-CCP-SVR-LIC SocialMiner Server $1,000

CCEH-SM-V100-K9= CCX 10.0 Qty 1 SocialMiner Media Kit - NO LICENSES $100

CCEH-SMMEDIA90-K9= CCX 9.0 Qty 1 SocialMiner Media Kit - NO LICENSES $100

SocialMiner functionality is included in the Unified CCX Premium Agent license. Any user signed into Unified CCX may also be signed into SocialMiner without requiring an additional user license. If there are additional SocialMiner users who do not have Unified CCX licenses, a Unified CCX Premium Agent License must be purchased for each additional signed in user.

Cisco Unified Intelligence Center must be purchased to provide reporting for SocialMiner.

UCSS for SocialMiner is covered via the UCSS on the Unified CCX agent licenses.

SocialMiner 9.0 does not include license key enforcement.

8.2 SocialMiner for Unified CCE customers

Unified CCE customers who require SocialMiner must purchase the SocialMiner server and media kit



CCEH-SMMEDIA100-K9= Media Kit for SocialMiner 10.0 $100

CCEH-SMMEDIA90-K9 Media Kit for SocialMiner 9.0 $100

SocialMiner functionality is included in the Unified CCE Premium Agent license. Any

Ordering Guide



user signed into Unified CCE may also be signed into SocialMiner without requiring an additional user license. If there are additional SocialMiner users who do not have Unified CCE licenses, a Unified CCE Premium Agent License (any type) must be purchased for each additional signed in user.

Cisco Unified Intelligence Center must be purchased to provide reporting for SocialMiner. Customers that already have Cisco Unified Intelligence Center may use their existing system.

UCSS for SocialMiner is covered via the UCSS on the Unified CCE agent licenses.


8.3 Standalone SocialMiner

Standalone SocialMiner customers must purchase the SocialMiner server and media kit:



CCEH-SMMEDIA100-K9= Media Kit for SocialMiner 10.0 $100

CCEH-SMMEDIA90-K9 Media Kit for SocialMiner 9.0 $100

A Unified CCE premium agent license must be purchased for each simultaneously logged in SocialMiner user (you must purchase at least one agent license to use the system).

Cisco Unified Intelligence Center must be purchased to provide reporting for SocialMiner.

UCSS for SocialMiner is covered via the UCSS on the Unified CCE agent licenses.


8.4 SocialMiner Non-Production Suites

SocialMiner is included in both the customer and partner versions of the Unified CCE Non-Production Suite.

Ordering Guide



9. Cisco Unified ICM Enterprise (Unified ICME)

This section describes the licensing structure and ordering of Unified ICM Enterprise. This first subsection describes the licensing structure and orderable components. The second subsection describes details on how to order these components.


9.1 Overview of Unified ICME Licensing

Unified ICM Enterprise licensing consists of three primary licensing components:

● A license for each Peripheral Gateway that connects an ACD to the ICM system

● Various types of Agent licenses, depending on the required functionality

● Various types of Desktop application licenses (optional)

These three licenses include all functions required for a regular Unified ICM Enterprise system, such as reporting, pre-routing, database integrations, etc. and all software components required to perform these functions such as, router, logger, PGs, administrative workstation, CTI OS Server, CTI Desktop software, etc. Details are described below in section 6.1.1.

There are some additional licenses that may be required depending on additional functions. These licenses are:

● Licenses to connect a third party (non-Cisco) VRU to the ICM

● ICM Blind and Consultative Network Transfer license

● Non-production licenses

These licenses are described in section 6.1.2 below.

There are also other licenses and components that may be used in combination with ICM Enterprise that are described elsewhere in this guide:

● Unified Customer Voice Portal (CVP)

● MCS Servers

● Unified Contact Center Enterprise (CCE)

9.1.1 Primary Unified ICME Licenses

Each Unified ICM Enterprise system requires at least one ACD Peripheral Gateway (PG) license and one or more Agent licenses.

Note: For licensing requirements in atypical cases where no TDM ACD is connected to the ICM, see below in section 6.5.

A Unified ICM system licensed by at least an ACD PG and an ICM Agent license

Ordering Guide



includes the following functionality:

● Monitor ACD (call and agent) activity

● Call routing, including pre-routing from a carrier network and post-routing from an ACD

● Reporting tools

● Configuration tools

● Interfaces to external applications and databases

● Redundant deployment of all licensed components

● Integrations through the ICM CTI interfaces with third-party devices that are not intended for agent desktop usage. Examples are wallboards, recorders.

● Connections to Cisco IVR systems (IP IVR and CVP) and all related functions a Unified ICM system can perform, such as monitoring, reporting and routing.

Some Agent and Desktop licenses provide additional functionality. This is described in the remaining subsections of 6.1.1 .

Expressed in terms of the software components licensed, the following components are included in a Unified ICM system licensed by ACD PG and Agent licenses:

● Router

● Logger

● ACD Peripheral Gateway (PG)

● IVR PG (only for connection to Cisco IVR systems CVP and IP IVR)

● Administrative Workstation

● Historical Database server

● Internet Script Editor (ISE) server and ISE user connections

● SQL Gateway and Application Gateway

● NICs (AT&T, Sprint, MCI, Stentor, CRSP , GKTMP)14

● Sigtran SS7 (AT&T and INAP NICs)

● CTI Server (only for non-agent desktop application)

Other Unified ICM components (such as CTI OS Server and Email Interaction Manager) are licensed by certain specific Agent and Desktop licenses. This is described in sections 6.1.1.4 and beyond.

With the exception of ACD PGs (and the related CTI Servers), the licensing does not provide a hard quantity limit to the number of components deployed. The number of components deployed should be reasonable for the quantity of ACD PGs and Agents licensed. Examples:

● A customer with 20 ACD PG licenses and 4000 Agent licenses, could deploy a single ICM system with 20 PGs and 4000 agents, but would also be licensed to

14 Pricing for other, specialized NICs, such as INAP NICs to connect to the Cisco PGW and other

carrier switches, is available on request from CCBU Product Management at [email protected]

Ordering Guide



deploy 2 ICM systems instead, for example one ICM system with 8 PGs and 400 agents and another ICM system with 12 PGs and 3600 agents.

A customer with a licensed ICM system may connect the Unified ICM system to any number of supported carrier networks for pre-routing without additional licenses.

Note: Starting with UCCE 8.5(1), WebView will be disabled and not supported. Users are required to migrate to Cisco Unified Intelligence Center (CUIC). Please see Chapter 12 for more information.

9.1.1.1 IPCC Gateway (CC Gateway) PG Licenses

This CC Gateway licenses a “Child” Contact Center Express or Contact Center Enterprise system to connect to a “parent” ICM for enterprise-wide routing and reporting.


ICME-PG-IPCCEE CC GATEWAY FOR CC ENTERPRISE $20,000.00

ICME-PG-IPCCEX CC GATEWAY FOR CC EXPRESS $10,000.00

Notes:

● A single IPCC Gateway license allows for redundant implementation (A and B side).

● ICM Agent and Desktop licenses are not required with the IPCC Gateway License

● An IPCC Gateway license is required for each Child IPCC System connected to the ICM.

9.1.1.2 ACD PG Licenses

There are 16 different ACD PG (peripheral gateway) licenses for the different types of ACD the Unified ICM system can connect to. The following table lists them:


ICME-PG-01 ICM ENTERPRISE ALCATEL 4400 PG $50,000.00

ICME-PG-02 ICM ENTERPRISE ASPECT CALL CENTER PG $50,000.00

ICME-PG-03 ICM ENTERPRISE ASPECT CONTACT SERVER PG $50,000.00

ICME-PG-04 ICM ENTERPRISE AVAYA CMS PG $50,000.00

ICME-PG-05 ICM ENTERPRISE AVAYA CMS-LESS PG $50,000.00

ICME-PG-08 ICM ENTERPRISE NEX NEAX 2400/7400 PG $50,000.00

ICME-PG-11 ICM ENTERPRISE NORTEL SYMPOSIUM PG (INCLUDING AAS) $70,000.00

ICME-PG-11-SEI= ICM ENTERPRISE NORTEL SYMPOSIUM PG - AAS OPTION $20,000.00

ICME-PG-13 ICM ENTERPRISE ROCKWELL SPECTRUM PG $50,000.00

Notes:

● A single ACD PG license allows for redundant implementation of a PG (A and B side).

● An ACD PG license is required for each connected ACD, even if multiple ACDs

Ordering Guide



(with different IP addresses) are connecting to the same physical PG server machine.

● It is not possible to change or exchange one type of ACD PG license into another type of ACD PG license. For example, when a customer is migrating from Aspect Call Center to Aspect Contact Server, he can no longer use his Aspect Call Center PG licenses and will need to acquire new Aspect Contact Server licenses.

● For details on the supported ACDs, see: http://www.cisco.com/univercd/cc/td/doc/product/icm/icmentpr/acddoc/index.htm

● The price for a Nortel Symposium ACD PG is different from the other PGs. This is because it comes bundled with the Automated Administrator for Symposium tool (AAS). Older Nortel Symposium PGs (ordered before January 2006) do not include this tool.

● Nortel Symposium PGs purchased before January 2006 can be upgraded to include AAS by ordering ICME-PG-11-SEI= for $20,000. Note that AAS is supported on ICM 5.0 and later with Symposium 5.0 and later. Verify required Service Releases and patches on both products in the AAS product documentation.

9.1.1.3 Agent Licenses for Voice Applications

All agent licenses are based on concurrently logged-in agents. Agents need a license when they are logged-in, independent whether they are on a call or not. Other users, such as Administrative Workstation or Internet Script Editor users, are not licensed separately.

There are two types of ICM Enterprise Agent licenses for voice applications:

● Regular Agent (ICME-REGAGT-Tx). This license is for ‘traditional’ ICM functionality, where the ICM monitors individual agents, but routes only to the skill group level, and leaves the individual agent selection to the third-party ACD. The license provides all Unified ICME capabilities for that, but not the optional Agent Desktop CTI integration, which is licensed separately, see section 6.1.1.4. A Regular Agent license is required for each peripheral connection to any of the ACD PGs listed in section 6.1.1.2. Most commonly these are ACD agents logged into the ACD, but it could also be other types of connections, for example IVR ports that are managed through an ACD PG. Examples:

1. For agents, a Regular Agent license is required for each agent that is logged on to the ACD and monitored by the ICME through a PG.

2. For other peripheral connections, a Regular Agent license is required for each peripheral connection to the ACD that is monitored by the ICME through a PG.

● ARI (Agent Routing Integration) Agent (ICME-ARIAGT-Tx): This license is for an integration model where the ICM performs the ACD function on top of a third-party PBX or ACD. The ICM performs agent level routing, queuing (optionally), reporting and supervisor functions. The license provides all Unified ICME capabilities for ARI, but not the required Agent Desktop CTI integration, which is

Ordering Guide



licensed separately, see section 6.1.1.4. An ARI Agent license is required for each simultaneously logged in agent. At this time ARI Agent licenses are available for the Avaya ACD. An Avaya PG license (ICME-LG-04 or -05) is required to connect the ICM to the Avaya ACD. In case ARI Agent licenses are used in combination with another ACD for which a third-party sells the interface, no PG license is required. Contact CCBU product management via [email protected] for assistance in quoting such a solution.

Migration license from Regular Agent licenses to ARI Agent licenses are available (ICME-ARIAGT-M).

Notes:

● CTI integrations that only read events and do not log agents in through the CTI interfaces are allowed under these licenses. Examples are recorders, wallboards.

● Regular Agent licenses can be used with any supported ACD PG. For example a customer moving from a Nortel to an Avaya ACD can retain their Regular Agent licenses and only purchase new (Avaya) PG licenses.

● ARI Agent licenses are specific to a type of third-party ACD and PG license. At this time that is only the Avaya ACD. If in the future other third-party ACDs will be supported for ARI integration, the migration license is required to move the ARI Agent licenses from one type of ACD/PG to another.

Regular and ARI Agent licenses are available in 4 tiers, depending on the quantity ordered. The tiers are:

Tier Order size Price level

Tier 1 Orders of less than 200 Base price

Tier 2 Orders of 200 or more and less than 500 80% of base price

Tier 3 Orders of 500 or more and less than 1,000 65% of base price

Tier 4 Orders of 1,000 or more 50% of base price

The table below lists the ICM Enterprise Agent licenses for voice applications and their list prices.


Options

Regular Agent

ICME-REGAGT-T1 REGULARICM ENTERPRISE AGENT – TIER 1 $1,000.00 • Select Desktop license

ICME-REGAGT-T2 REGULAR ICM ENTERPRISE AGENT – TIER2 $800.00



ARI Agent

ICME-ARIAGT-T1 ARI AGENT – TIER 1 $1,000.00 Select Desktop license Select ACD type ICME-ARIAGT-T2 ARI AGENT – TIER2 $800.00

ICME-ARIAGT-T3 ARI AGENT – TIER3 $650.00

ICME-ARIAGT-T4 ARI AGENT – TIER4 $500.00

Migration from Regular to ARI Agent

Ordering Guide




Options

ICME-ARIAGT-M MIGRATION FROM REGULAR ERI OR OTHER ARI TO ARI

$600.00 Select Desktop license Select ACD type

9.1.1.4 Desktop licenses

The Desktop licenses allow the agent to use a desktop application that allows him to log in/out, control state changes, call control and screen pops with data. The following license options are available in this category:

• CTI Toolkit allows the use of the CTI Server socket interface or the CTI Toolkit SDK to either run an out of the box desktop that is provided or customize a desktop or build a custom desktop or build a server to server integration with another desktop application. A license is required for each agent that is logged in through the CTI Server or CTI Toolkit interfaces.

• CRM Connector desktop licenses allow the use of Cisco Unified CRM Connector for Siebel. A license is required for each agent that is logged in through the CRM application. Note that the SAP CRM Connector (which is available for Contact Center Enterprise and Hosted) is not available for ICM.


Options

Desktop licenses

ICME-CTITOOLKIT CTI Toolkit License for ICME Regular or ARI Agent $900.00

ICME-SIEBELCRM ICME Cisco Siebel Connector License for Regular ERI or ARI Agent

$1,300.00

Notes:

● A CTI Toolkit Desktop license is required for all CTI desktop integrations that log an agent in even if there is no Cisco software used on the desktop, for example in server-to-server integrations.

● A Desktop license is required for ARI Agent licenses, but optional for Regular Agent licenses

● For up to date information on which CTI option is available on a particular third party ACD, see the Supported ACD Matrix, published here: http://www.cisco.com/univercd/cc/td/doc/product/icm/icmentpr/acddoc/index.htm

9.1.1.5 Unified E-Mail Interaction Manager for Unified ICM Enterprise

Unified E-Mail Interaction Manager licenses (server and agent) for Unified Contact Center Enterprise may be used with Unified ICM Enterprise. Unified ICME may be used to route e-mail (from EIM version 4.2 on). However, universal queue is not available in such a configuration—if the same agent is available for e-mail and voice, he or she may receive both new e-mail and voice tasks simultaneously. Please see section 5.1.1.1.2 for information on server licenses and section 5.1.1.2.3 for information on agent licenses.

Ordering Guide



9.1.1.6 Unified Web Interaction Manager for Unified ICM Enterprise

Unified Web Interaction Manager licenses (server and agent) for Unified Contact Center Enterprise may be used with Unified ICM Enterprise. Unified ICME may be used to route chat (from WIM version 4.3 on). However, universal queue will not be available in such a configuration. Please see section 5.1.1.1.3 for information on server licenses and section 5.1.1.2.4 for information on agent licenses.

9.1.2 Additional Unified ICME Licenses and Components

9.1.2.1 Third Party IVR Port Licenses

Third party IVR licenses are required to connect third party (non-Cisco) IVR systems to a Unified ICM system. It licenses the following functionality (between brackets is the name of the application interface used on the VRU PG):

● Monitoring of IVR and IVR call status (Data Feed and other interfaces)

● Unified ICME pre-routing calls to IVR with call context data (Call Routing interface)

● Unified ICME accepting post-routing requests from IVR (Call Routing interface)

● Unified ICME controlling IVR applications for calls at the IVR (Service Control Interface)

The software component licensed by this license is the VRU Peripheral Gateway and all of the public interfaces that it offers. Note that there is no separate license for the VRU PG. For example 400 third Party IVR Port licenses can be used to connect a single 400-port IVR (using a single, optionally redundant PG) or to connect four separate 100-port IVR systems (using 4, optionally redundant, PGs).

A third party IVR Port license is required for every third party IVR port monitored or controlled by the ICM.

Third-party IVR Port licenses are available in 4 tiers, depending on the quantity ordered. The tiers are:

Tier Order size Price level

Tier 1 Orders of less than 200 Base price

Tier 2 Orders of 200 or more and less than 500 85% of base price

Tier 3 Orders of 500 or more and less than 1,000 75% of base price

Tier 4 Orders of 1,000 or more 65% of base price

The table below lists the ICM Enterprise Third Party IVR licenses and their list prices.


ICM Third Party IVR licenses





Ordering Guide



9.1.2.2 Unified ICM Blind Network Transfer License

Unified ICM Enterprise has the capability to control and execute a blind transfer of a call that has been pre-routed to an agent from a connected network. This capability requires a network connection (NIC or IVR) that supports this function. Of the ICM Enterprise NICs listed in section 6.1.1 only the CRSP NIC supports this feature, since the other specific carrier networks do not support this feature. The feature is also supported for networks that are connected through the VRU PG.

This license is a single license per Unified ICM Enterprise system, independent of the number of ACD PGs, Agents or Third Party IVR Ports licensed.

Notes:

● This license is not required when CVP is used to transfer the call. An ICM Enterprise Blind Network Transfer license is included with CVP.

● This license is not required in the following cases: 1) when the Unified ICME system is used to move a call from a VRU that is connected through the Service Control Interface (this is one of the interfaces available on the VRU PG) to another destination, such as an agent. This is not considered a ‘transfer’. 2) A transfer request is executed by the ACD or IVR, and the Unified ICME system is only used to provide the destination for the transfer (normal post-route request) but the execution (i.e. moving the call) is left to the device requesting the transfer (i.e. the ACD or IVR). This is not considered a ‘network’ transfer.

● Unified ICME release 7.x also supports Consultative Network Transfers using either a CRSP or INAP NIC. This capability requires additional licensing. Please contact ICM product management if this feature is required.

The table below lists the ICM Enterprise Network Transfer license and its list price.


ICM Enterprise Network Transfer

ICME-BNT ICM ENTERPRISE BLIND NETWORK TRANSFER $150,000

9.1.3 Special Unified ICME Deployment Cases

There are several non-standard ICM deployment models that don’t fit the standard licensing models described above. The required licensing for these cases is described in this section.

9.1.3.1 Unified ICME Systems used as Hybrid CCE-ICME system

In this case the Unified ICME system has third party ACDs connected as well as Cisco Unified Communications Manager(s) and is therefore a combination of Unified ICM Enterprise and Unified Contact Center Enterprise. A system like this requires both Unified ICME and Unified CCE licenses. Unified ICM Enterprise licenses are required for each connected TDM ACD and all agents on these ACDs. In case the ICM Enterprise Agents are using Network Transfer capabilities a license for this function is required (note that such a license is not required for Unified Contact Center Enterprise Agents using this

Ordering Guide



function, as this is included in the Unified CCE Agent licenses). For the Contact Center Enterprise function a single Unified CC Enterprise Server license is required as well as CC Enterprise Agent licenses for all Unified CCE agents connected to the Unified Communications Manager(s).

9.1.3.2 Unified ICME Systems that are connected to a carrier owned and operated Unified ICM Hosted System

When a company owns and operates a Unified ICM Enterprise system that is connected to a carrier’s Unified ICM Hosted system (for pre-routing, Network IVR services, etc.), the Unified ICM systems should be licensed as a Unified ICM Enterprise system and not as (part of) a Unified ICM Hosted system. Note that no separate license is required to connect a Unified ICM Enterprise system to a Unified ICM Hosted system.

Only customers owning NAM licenses or Unified CCH licenses should purchase ICM Hosted PG and Agent licenses.

9.1.3.3 Unified ICME Systems without any ACD connected

Unified ICM Enterprise systems that are used for atypical functions where no ACD is connected are licensed as follows:

● Unified ICME systems used to connect to IP IVR and third party IVR systems only. In this case only Third Party IVR Port licenses are required. These are described in section 6.1.2.1. Note that for IP IVR this is an exception to the rule that no Third Party IVR Port licenses are required for IP IVR.

● ICM systems used for simple routing functions using a NIC.

These functions are typically performed as part of a Unified ICM Hosted system in a carrier environment. The licensing model that is available is: ‘Advanced Services’ for customer controlled call routing (section 8.1.1.8)

9.2 Ordering New Unified ICME Systems and Add On Licenses

Almost all orders for new Unified ICM Enterprise systems and add-on orders can and should be made through a single top level part number: ICME-BUNDLE (note the new bundle name).

When selected in the ordering tool, this part number will list the following components that can be ordered:

● Media kits (CD sets)

● ACD PG licenses

● Agent licenses

● Third party IVR licenses

For each of these four items you can only select a quantity of zero (0) or one (1). When selecting ‘1’, you can then configure the item and select the PGs, agents, etc., in the required type and quantity, as follows:

● Media kit: Select the desired release. You can order only one ICM media kit at a time. The media kit will dynamically be composed, based on what licenses are

Ordering Guide



ordered.

Note: Do not select ICM 4.6.2 or ICM 5.0 media kits for a new Unified ICME system. These kits are provided only for add-on orders, as ICM 4.6.2 and ICM 5.0 are no longer sold for new systems.

● IPCC Gateway licenses (Unified CC Gateway licenses). Select the number and type of Unified CC Gateway licenses required

● ACD PG licenses. Select the number and types of ACD PG licenses required.

● ICM Agent licenses. This item contains several Option Classes. Select the one(s) desired in order to see the selectable Agent licenses. The following Option Classes are available:

1. ICM Regular Agent. Available in 4 tiers. Note that only the applicable minimum number of agents can be ordered for each tier. There is a second level option class for Desktop licenses. It is possible to select ‘no desktop’. You can mix different types of desktops (or no desktop) as long as the total aligns with the number of Regular ICM Agents selected. For example when ordering 100 Regular Agent licenses, you can select 50 of those to have the CTI Toolkit Desktop license and 50 to be Siebel agents. The ordering system will force you to select a total amount that is equal to the number of Agent licenses ordered.

2. ARI Agent. Available in 4 tiers. Note that only the applicable minimum number of agents can be ordered for each tier. There is a second level option class for Desktop licenses. It is mandatory to order a desktop. There is another second level option class to select the ACD type for this ARI Agent license. Note that these ACD type selections are $0 items. It is possible to mix different types of desktops and ACDs as long as the totals align with the number of ARI Agents selected. For example when ordering 100 ARI Agent licenses, you can select 50 of those to have a CTI Toolkit Desktop license and 50 to be Siebel agents. The ordering system will force you to select a total amount that is equal to the number of ARI Agent licenses ordered.

3. ICM Multi-channel Agent. This Option Class offers 3 licenses: for E-Mail Agent and Web Agent. Select any quantity and combination required.

● Third Party IVR licenses. Available in 4 tiers. Note that only the applicable minimum number of ports can be ordered for each tier.

For convenience the ICME-BUNDLE top-level part also lists some other components that are optional and can be part of a Unified ICM Enterprise solution:

● ICM Blind Network Transfer license Order one license per Unified ICM Enterprise system. See section 6.1.2.3 for details.

● MCS Servers Select the required models and quantity of MCS Servers for your Unified ICM Enterprise system. See section 10 of the ordering guide for details.

Note that Non-production licenses (see section 6.5) cannot be ordered as part of an ICME-BUNDLE. These licenses need to be added separately to an order using the

Ordering Guide



product numbers provided in the sections above.

Unified Communications Software Subscription for ICM Enterprise can be ordered through the following bundle: UCSS-ICME.

9.3 Upgrades and Migrations

Under the ICM Agent licenses (ICME-AGENTS) you find a license to migrate a Regular Agent license to an ARI Agent licenses (ICME-ARIAGT-M, $600)

Under ICME-AGENTS, a ‘Desktop Migration’ option class is offered to order additional desktop licenses without ordering Agent licenses. There are two types of licenses in that option class:

• To order desktop licenses for previously ordered regular agent licenses without desktop.

• To order licenses for migrations between various CRM Connector Desktops, for example in case a customer migrates from one CRM vendor to another or from CTI Toolkit to a CRM Connector.


Options

Migrations to ARI

ICME-ARIAGT-M MIGRATION FROM REGULAR OR ERI TO ARI $600.00 Desktop license (CTI Toolkit, Siebel)

Desktop migrations

ICME-CTITOOLKIT CTI Toolkit License for ICME Regular or ARI Agent $900.00


$1,300.00

ICME-SIEBELCRM-M Migrate Existing CTI Toolkit or CRM Connector to Cisco Siebel Connector

$650.00

ICME-CTITOOLKIT-M Migrate Existing CRM Connector to CTI Toolkit $400.00

9.4 Migration from Previous Licensing Methods

This section describes how customers that have purchased Unified ICM Enterprise licenses under an older licensing scheme should be treated when expanding their system or renewing maintenance using the new maintenance product numbers.

The basic rules for ‘translating’ older Unified ICM Enterprise licenses into new ones are very straightforward. The table below provides the main relationships:

Older item New Item

ICM Enterprise Standard Agent license (ICME-STDAGT-Tx-L) Regular ICM Enterprise Agent license (ICME-REGAGT-Tx)

ICM Enterprise Premium Agent license (ICME-PREMAGT-Tx-L) Regular ICM Enterprise Agent license (ICME-REGAGT-Tx) and ICM Enterprise Desktop license (either ICME-CTITOOLKIT or ICME-SIEBEL)

ACD PG (ICM-PIMxx) Matching ACD PG license (ICME-PG-xx)

Ordering Guide



Older item New Item

ICM Voice Agent (ICM-AGTVOC-Tx-L) Regular ICM Enterprise Agent license (ICME-REGAGT-Tx)

ICM CTI Agent licenses (CTI Agent, Toolkit Desktop, Siebel Agent, Supervisor Toolkit, Cisco Agent Desktop, Cisco Supervisor Desktop and ICM Blended Agent licenses)

ICM Enterprise Desktop license (either ICME-CTITOOLKIT or ICME-SIEBEL)

IVR Port (ICM-PRT-Tx-L) Third Party IVR Port licenses (ICME-IVRPRT-Tx-L)

SS7 Cards No change

ICM Blind Network Transfer No change

Non-product bundles No change

All other items, such as: ICME-BUNDLE, ICM Gateway licenses, Partitioning, Remote Server redundancy, ICM NICs, IVR PG (ICM-PIMIVR-L), Administrative Workstation, HDS Option,, Internet Script Editor Connection, third-party CTI Connection

These items do not translate into any current license. All functionality is included in the Agent licenses above.

Using the rules above a customer should ‘translate’ their current licenses into new ones and use that as a basis for ordering expansion licenses. This leads to the following specific cases for expansion orders:

Expansion case: customer wants to… Customer should order…

Migrate from ‘traditional’ Avaya to ARI Avaya The ‘migration to ARI’ licenses (ICME-ARIAGT-M). Note that the customer can continue to use his Avaya PG licenses.

Add more agents to an existing ICM Enterprise location New Regular Agent licenses and optionally Desktop licenses

Exchange ACD from one type to another, for example moving from Aspect Call Center to Aspect Contact Server

New ACD PG license

Connect a new ACD to an existing Unified ICM Enterprise New ACD PG and new Regular Agent licenses and optionally Desktop licenses

Add a Gateway, NIC, Partitioning, Administrative Workstation/HDS /ISE or other option to an existing Unified ICM Enterprise

Nothing. When customer has ICM Agent licenses in place, these components can now be deployed without additional licensing

Add CTI to existing ICM Voice Agents Desktop license

Connect a new third-party IVR to ICM or add more IVR ports to an IVR that is currently connected to ICM

New IVR Port licenses

9.5 Non-Production Systems

The Unified ICM non-production bundles include PG licenses, Agent and Desktop licenses, Network Transfer licenses and Third party IVR Port licenses and Multichannel Agent Licenses (only the older products that will reach end of sale in September 2007; see note below on the new multi-channel products).

All components can be used in reasonable quantities, but exclusively in non-production systems. Non-production use includes lab, demo and training purposes.

Notes:

● These licenses are only sold either to end-customers who have ordered Unified ICM Enterprise production licenses or to certified ATP Partners.

● These licenses are priced differently for end-customers and ATP-certified partners. End-customers should only order the licenses with Product Numbers ending in ‘-EC’. Certified Partners should only order the Product Numbers ending in ‘-CP’ or ‘-DART=’.

Ordering Guide



● The Certified Partner (‘-CP’) non-production bundles are only available for order by ATP Partners in theaters where the DART tool is not available. These bundles are only available from the Wholesale price lists, which implies that they must be ordered through a Cisco distributor.

● The ‘-DART=’ bundle is only available for ATP partners through the DART tool, for theaters where DART is used.

The table below lists the Non-Production bundles and their list price.



ICME-NPSENT-EC ICM ENT Non-Production Suite End Customer $25,000

ICME-NPSENT-DART= ICM ENT Non-Production Suite DART $200

ICME-NPSENT-CP ICM ENT Non-Production Suite Certified Partner $0

9.6 Product Number Summary Table for Unified ICME Product Numbers

This section contains a summary table with all Unified ICM Enterprise product number and applicable maintenance items.


Software Subscription (i) Operate Services (ii)



CC Gateway for Child CC Enterprise or CC Express Systems

ICME-PG-IPCCEE CC GATEWAY FOR CC ENTERPRISE

$20,000 UCSS-ICME-PG-CCE1 $1,600 CON-ESW-ICEPGIPE

$2,000

ICME-PG-IPCCEX CC GATEWAY FOR CC EXPRESS

$10,000 UCSS-ICME-PG-CCX1 $800 CON-ESW-ICMEIPCC

$1,350

ACD PG

ICME-PG-01 ICM ENTERPRISE ALCATEL 4400 PG

$50,000 UCSS-ICME-PG-1 $4,000 CON-ESW-ICE-PG01

$5,000

ICME-PG-02 ICM ENTERPRISE ASPECT CALL CENTER PG


$5,000

ICME-PG-03 ICM ENT ASPECT CONTACT SERVER PG

$50,000 UCSS-ICME-PG-1 $4,000 CON-ESW-ICEPG03

$5,000

ICME-PG-04 ICM ENTERPRISE AVAYA CMS PG

$50,000

UCSS-ICME-PG-1 $4,000 CON-ESW-ICE-PG04

$5,000

ICME-PG-05 ICM ENTERPRISE AVAYA CMS-LESS PG


$5,000

ICME-PG-08 ICM ENTERPRISE NEX NEAX 2400/7400 PG


$5,000

ICME-PG-11

ICM ENT NORTEL SYMPOSIUM PG (INCL. AAS)

$70,000 UCSS-ICME-PG-1-1 UCSS-ICME-AAS-1

$4,000 $1,600

CON-ESW-ICE-PG11

$7,000

ICME-PG-11-SEI= ICM ENT NORTEL SYMPOSIUM PG - AAS OPT

$20,000

UCSS-ICME-AAS-1 $1,600

CON-ESW-ICME-SEI

$2,000

ICME-PG-13

ICM ENTERPRISE ROCKWELL SPECTRUM PG

$50,000

UCSS-ICME-PG-1

$4,000

CON-ESW-ICE-PG13

$5,000

Ordering Guide







Regular Agent

ICME-REGAGT-T1 REGULAR ICM ENTERPRISE AGENT – TIER 1

$1,000 UCSS-ICME-AG1-1 $60 CON-ESW-EREGAGT1

$ 100

ICME-REGAGT-T2 REGULAR ICM ENTERPRISE AGENT – TIER2

$800 UCSS-ICME-AG1-1 $60 CON-ESW-EREGAGT2

$ 80



$ 65



$ 50

ARI Agent

ICME-ARIAGT-T1 ARI AGENT – TIER 1 $1,000 UCSS-ICME-AG1-1 $60 CON-ESW-EARIAGT1

$ 100

ICME-ARIAGT-T2 ARI AGENT – TIER2 $800 UCSS-ICME-AG1-1 $60 CON-ESW-EARIAGT2

$ 80

ICME-ARIAGT-T3 ARI AGENT – TIER3 $650 UCSS-ICME-AG1-1 $60

CON-ESW-EARIAGT3

$ 65

ICME-ARIAGT-T4 ARI AGENT – TIER4 $500 UCSS-ICME-AG1-1 $60 CON-ESW-EARIAGT4

$ 50

Migration from Regular to ARI Agent

ICME-ARIAGT-M MIGRATION FROM REGULAR ERI OR OTHER ARI TO ARI

$600 UCSS-ICME-AG1-1 $60 CON-ESW-EARIAGM

$ 100

Desktop licenses

ICME-CTITOOLKIT CTI Toolkit License for ICME Regular ERI or ARI Agent

$900 UCSS-ICME-CT1-1 $61 CON-ESW-ECTITKIT

$ 90


$1,300 UCSS-ICME-CR1-1 $104 CON-ESW-ICMESIE

$130

ICME-SIEBELCRM-M Migrate Existing CTI Toolkit or CRM Connector to Cisco Siebel Connector

$600 UCSS-ICME-CR1-1 $104 CON-ESW-ICMESIE

$130

ICME-CTITOOLKIT-M Migrate Existing CRM Connector to CTI Toolkit

$400 UCSS-ICME-CT1-1 $61 CON-ESW-ECTITKIT

$ 90

ICM Third Party IVR licenses

ICME-IVRPRT-T1-L ICM ENT THIRD PARTY IVR PORT - TIER 1

$300 UCSS-ICME-IV1-1 $20 CON-ESW-ICEIVRT1

$30



$26



$23



$20

ICM Enterprise Network Transfer

Ordering Guide







ICME-BNT ICM ENTERPRISE BLIND NETWORK TRANSFER

$150,000 UCSS-ICME-BNT-1 $12,000 CON-ESW-ICMEBNT

$14,850


ICME-NPSENT-EC ICM ENT Non-Production Suite End Customer

$25,000

Upgrades are covered under the production system license

CON-ESW-ICMENPSC

$2500

ICME-NPSENT-DART= ICM ENT Non-Production Suite DART

$200

Not available CON-ESW-ICMENPSC

$2500

ICME-NPSENT-CP ICM ENT Non-Production Suite Channel Partner

$0 Not available CON-ESW-ICMENPSC

$2500

Notes:

● (i) Unified Communications Software Subscription is available in 1, 2, 3 and 5-year contracts. Shown are only the product codes for 1-year contracts. To find the product codes for other contract durations replace the first ‘-1’ with ‘-2’, ‘-3’ or ‘-5’. Also available are monthly contract, intended for synchronizing end dates or multiple contracts. Details on Unified Communications Software Subscription can be found here: http://www.cisco.com/web/partners/sell/technology/ipc/announcements/26may06.html.

● (ii) Operate Services are available in different types. The product code and prices shown here are for ‘Essential Operate Services – Software only’. Other variants have different product codes (the ‘-ESW-’ in the product code is replaced with something else) and pricing. Details can be found here: http://www.cisco.com/en/US/partner/products/svcs/ps2961/ps2664/service_announcement0900aecd8054c7ca.html

Ordering Guide



10. Cisco Unified IP IVR

10.1 Overview of Unified IP IVR Licenses

Unified IP IVR licensing is based on per port licenses and Server Software Licenses.

The legacy Excel-based Configuration & Pricing Tool has been retired as of July, 2010. This legacy tool is replaced by the Communications Sizing Tool (CUCST) at http://tools.cisco.com/cucst/. CUCST is required for any Cisco Unified Computing System based configuration.


10.1.1 Types of Unified IP IVR Licensing

There are two types of user licenses for Unified IP:

1. Port licenses

2. Server Software licenses

Licenses are obtained by purchasing the appropriate product ID for number of ports desired.

Unified IP IVR Licenses

There is only one type of port license. Port licenses are required for all inbound voice callers in a Unified IP IVR deployment. Ports licenses are also required for when IP IVR is deployed as a Queuing platform with Contact Center Enterprise. Customers should order enough ports to accommodate the maximum number of simultaneous calls at any given time.

Unified IP IVR HA Server Software Licensing

Deployment of High Availability for IP IVR requires a single server software license which is the HA server software license. A single HA server software license covers deployment of HA on both the active and standby IP IVR HA servers.

Note: High Availability is not supported when IP IVR is deployed in a CCE environment. See CCE SRND for alternative failover mechanisms.

10.2 Upgrading To a Later Cisco Unified IP IVR Release

10.2.1 Upgrading Cisco Unified IP IVR to a Later Release Using Purchased Product IDs

Customers may purchase a la carte upgrades from any major or minor release to any later major or minor release.

Ordering Guide



10.2.2 Upgrading Cisco Unified IP IVR to a Later Release Using ESW and/or UCCS

Customers with a valid Unified Communications Software Subscription (UCSS) contract are entitled to upgrade from their current release to a later release using the Cisco Product Upgrade Tool (PUT) at http://tools.cisco.com/gct/Upgrade/jsp/index.jsp.

ESW service contracts provide entitlement to TAC support and upgrades to minor, maintenance and service releases.

UCSS subscriptions provide entitlement to upgrade to any major release.

10.3 Ordering Unified IP IVR 10.0 production Licenses

Ordering New and Add Using Cisco Online Configuration & Ordering Tools

Unified IP IVR 10.0 supports ordering New and Add On product components using a single top-level product ID to configure and order all software and licenses required for a deployment as follows:

● Configuring New Orders

Unified IP IVR 10.0 (IVR-10-SYS-K9)

● Configuring Add On Orders

Unified IP IVR 9.0 (IVR-10-ADD-K9)

Note: All IP IVR server software ships with 5 free IP IVR ports. You will need to buy at least 1 additional port to complete your configuration.

10.3.1 Ordering Unified IP IVR Not for Resale (NFR) Licenses

Unified IP IVR 10.0 NFR kits are available for use in Cisco and Cisco partner labs. Please note that Unified IP IVR 10.0 NFR kits may never be deployed on customer premises for any reason without prior Unified IP IVR Product Manager approval. Unified IP IVR NFR kits provide server software (High Availability) and five ports of Unified IP IVR.

Please order IVR-10-NFR=.

10.3.2 Ordering Customer Non-Production Systems

Unified IP IVR 10.0 does not have product IDs for purchase of customer non-production systems. All such systems must be ordered using ‘New’ product IDs and pricing.

10.3.3 Upgrading to Unified IP IVR 10.0 Licenses from a Previous IP IVR Release

10.3.3.1 Upgrading Unified IP IVR Licenses Using Purchased Product IDs

Any previous 3.X, 4.X, 5.x, 6.x, 7.x, 8.x or 9.0 customer may choose to purchase a la carte upgrade licenses to upgrade their existing release to 10.0.

Please note that only IP IVR 8.0, 8.5 or 8.5 can upgrade directly to 10.0. IP IVR versions Other versions must first upgrade via supported paths to 10.0. Lastly, there is no

Ordering Guide



upgrade path from IP IVR versions 3.x, 4.x and 6.0 to 10.0. Upgrades from these releases will require fresh installs with no data migration.

10.3.3.2 Upgrading Unified IP IVR Licenses to Unified IP IVR 10.0 Using UCCS

Any customer with a valid Unified Communications Software Subscription contract may upgrade to Unified IP IVR 10.0 via the Cisco Product Upgrade Tool (PUT).

10.3.4 Product ID Summary Table for Unified IP IVR Product IDs

This section contains a summary table for Unified IP IVR 10.0 product numbers and applicable maintenance items.

10.3.4.1 Ordering New and Add On IP IVR 10.0

The table below contains those product IDs that will enable configuring and order all the software required for any Unified IP IVR deployment.


IVR-10-SYS-K9 IVR 10.0 NEW IP IVR $0

IVR-10-NEW-SS-LIC IVR 10.0 New IP IVR Single Server Qty 1 License Only $4995

IVR-10-HA-LIC IVR 10.0 New IP IVR HA Qty 1 License $9995

IVR-10-PORT1 IVR 10.0 Port $1195

IVR-10-ADD-K9 IVR 10.0 ADDON $0

10.3.4.2 Configurable Upgrade Product IDs

The table below contains product IDs to configure and order upgrades from Unified IP IVR 3.x , 4.x , 5.x , 6.x, 7.x, 8.x and 9.0 to Cisco Unified IP IVR 10.0.

Please note that only IP IVR 8.0, IP IVR 8.5 and IP IVR 9.0 can upgrade directly to 10.0. IP IVR versions 5.0 and 7.0 must first upgrade via supported paths (8.0 and 9.0 respectively) to 10.0. Lastly, there is no upgrade path from IP IVR versions 3.x, 4.x and 6.0 to 9.0. These upgrades will require fresh installs with no data migration.


IVR-10-UPG-K9 IVR 10.0 Upgrade IP IVR $0

IVR-10-SS-UPG IVR 10.0 Upgrade IP IVR Server License Only $2495

IVR-10-HA-UPG IVR 10.0 Upgrade IP IVR HA License Only $8995

IVR-10-PORT-UPG IVR 10.0 Upgrade Port $595

10.3.4.3 Upgrading with a Unified Communications Software Subscription Service (UCSS) via Cisco’s Product Upgrade Tool (PUT)

The table below contains the product IDs used to order upgrades to Cisco Unified IP IVR

Ordering Guide



10.0 using the Cisco Product Upgrade Tool.

Please note that only IP IVR 8.0, IP IVR 8.5 and IP IVR 9.0 can upgrade directly to 10.0. IP IVR versions 5.0 and 7.0 must first upgrade via supported paths (8.0 and 9.0 respectively) to 10.0. Lastly, there is no upgrade path from IP IVR versions 3.x, 4.x and 6.0 to 9.0. These upgrades will require fresh installs with no data migration. Any interim upgrade that is required must be ordered.

Product Number Description

IVR-UPG-3X-10K9= IVR 3.X to 10.0 Upgrade

IVR-UPG-4X-10K9= IVR 4.X to 10.0 Upgrade

IVR-UPG-50-10K9= IVR 5.0 to 10.0 Upgrade






IVR-UPG-HA4X-10K9= IVR HA 4.0 HA to 10.0 HA

IVR-UPG-HA50-10K9= IVR HA 5.0 HA to 10.0 HA







The table below contains NFR Kit product IDs.

Product Number

Description List Price

IVR-10-NFR= IVR 10.0 Not for Resale HA $ 100


Please note that IP IVR 9.0 is appliance-based. Customers who do not order the pre-configured appliances must order IVR-90MEDIAKIT-K9= to receive the IP IVR 9.0 media.

10.4.1 Ordering New and Add On from Cisco Distribution Partners

Unified IP IVR 9.0 supports ordering New and Add On product components from Cisco’s wholesale distribution partners in your theater. Available product IDs are described below.

Unified IP IVR 9.0 supports ordering using Cisco’s online configuration and ordering tools as well as ordering directly from Cisco distribution partners.

Ordering Guide




Unified IP IVR 9.0 supports ordering New and Add On product components using a single top-level product ID to configure and order all software and Cisco Media Convergence Servers (MCS) required for a deployment as follows:


Unified IP IVR 9.0 (IVR-90-NEW-BUNDLE)


Unified IP IVR 9.0 (IVR-90-ADDON-BUNDL)

Note: All IP IVR server software ships with 5 free IP IVR ports. You will need to buy at least 1 additional port to complete your configuration.








Any previous 3.X, 4.X, 5.x, 6.x, 7.x, 8.0 or 8.5 customer may choose to purchase a la carte upgrade licenses to upgrade their existing release to 9.0.

Please note that only IP IVR 7.0, IP IVR 8.0 or IP IVR 8.5 can upgrade directly to 9.0. IP IVR versions 3.X, 4.x, or 5.0 must first upgrade via supported paths to 7.0 and then to 9.0. Lastly, there is no upgrade path from IP IVR versions 4.1 and 6.0 to 9.0. IVR 4.1 and 6.0 upgrades will be treated as fresh installs with no data migration.

10.4.4.2 Upgrading Unified IP IVR Licenses to Unified IP IVR 9.0 Using EOS and/or UCCS

Any customer with a valid ESW and Unified Communications Software Subscription contract may upgrade to Unified IP IVR 9.0 via the Cisco Product Upgrade Tool (PUT).



Ordering Guide



10.4.5.1 New and Add On Top Level Configurable Product IDs

The table below contains those product IDs that will enable configuring and order all the software and MCS servers or just the software required for any Unified IP IVR deployment. All orders using the Cisco online Dynamic or Multi-Line configuration tools must use these product IDs.



Product Code

List Price

Configure Entire Product - New Software, UCSS and Media Convergence Servers

IVR-90-NEW-BUNDLE IVR 9.0 New Deployment-Product & UCSS LICENSE $0

Configure Entire Product - Add On Software, UCSS and Media Convergence Servers

IVR-90-ADDON-BUNDL IVR 9.0 ADDON Deployment-Product & UCSS LICENSE $0

Configure Top Level New Software Only

IVR-90-NEW IVR 9.0 New IP IVR $0

Configure Top Level Add On Software Only

IVR-90-ADDON IVR 9.0 Add On IP IVR $0

10.4.5.2 New and Add On Configurable Product ID Options

The table below contains those product IDs that may be required as part of the configuration of the top level product IDs in the table above

Product Number Description List Price Software Subscription (i)

Product Code

List Price

New and Add On Product IDs for IP IVR 9.0


IVR-90-NEW-SS-LIC IVR 9.0 New IP IVR Single Server Qty 1 License Only $0 UCSS-IPIVR-1-1 x5 $105 x5

IVR-90-NEW-HA-LIC IVR 9.0 New IP IVR HA (Dual Server Cluster) Qty 1 License $ 9,995

IVR-90-PORT1 IVR 9.0 Port $ 1,195 UCSS-IPIVR-1-1 $105


IVR-90-ADD-HA-LIC IVR 9.0 New IP IVR HA (Dual Server Cluster) Qty 1 LICENSE $ 9,995

10.4.5.3 New and Add On Product IDs Used to Order from Cisco Wholesale Distribution Partners



Product Code

List Price


Ordering Guide




Product Code

List Price

IVR-90-NEW-SS-LIC= IVR 9.0 New IP IVR Single Server Qty 1 License Only $0 UCSS-IPIVR-1-1 x5 $105 x5

IVR-90-NEW-HA-LIC= IVR 9.0 New IP IVR HA (Dual Server Cluster) Qty 1 License $ 9,995

IVR-90-PORT1= IPIVR 9.0 Port Qty 1 $ 1,195 UCSS-IPIVR-1-1 $105

IVR-90-PORT10= IPIVR 9.0 Port Qty 10 $ 11,950 UCSS-IPIVR-1-1 x10 $105 x10




The table below contains product IDs to configure and order upgrades from Unified IP IVR 3.x , 4.x , 5.x , 6.x, 7.x, 8.x and 8.5 x to Cisco Unified IP IVR 9.0.

Please note that only IP IVR 7.0, IP IVR 8.0, IP IVR 8.5 and IP IVR 9.0 can upgrade directly to 9.0. IP IVR versions 3.X, 4.x, or 5.0 must first upgrade via supported paths to 7.0 and then to 9.0. Lastly, there is no upgrade path from IP IVR versions 4.1 and 6.0 to 9.0. IVR 4.1 and 6.0 upgrades will be treated as fresh installs with no data migration.


Product Code

List Price

IVR-90-UPG-BUNDLE IVR 9.0 UPGRADE Deployment- Product & UCSS LICENSE

IVR-90-UPG IVR 9.0 Upgrade IP IVR

IVR-90-SS-UPG IVR 9.0 Upgrade IP IVR (Single Server) License Only

IVR-90-HA-UPG IVR 9.0 Upgrade IP IVR HA (Dual Server Cluster) License Only $ 8,995

IVR-90-PORT-UPG IVR 9.0 Upgrade Port $ 745

10.4.5.5 Upgrading with a Essential Operate Services – Software and/or a Unified Communications Software Subscription Service (UCSS) via Cisco’s Product Upgrade Tool (PUT)

The table below contains the product IDs used to order upgrades from Unified IP IVR 3.x, 4.x , 5.x, 6.x, 7.x, 8.x and 8.5 to Cisco Unified IP IVR 9.0 using the Cisco Product Upgrade Tool.

Please note that only IP IVR 7.0, IP IVR 8.0 and IP IVR 8.5 can upgrade directly to 9.0. IP IVR versions 3.X, 4.x or 5.0 must first upgrade via supported paths to 7.0 and then to

Ordering Guide



9.0. Lastly, there is no upgrade path from IP IVR versions 4.1 and 6.0 to 9.0. IVR 4.1 and 6.0 upgrades will be treated as fresh installs with no data migration.


Product Code

List Price

IVR-UPG-3031-90= IVR STD 3.0,3.1 to 9.0 ESW+UCSS Major Upgrade

IVR-UPG-35-90= IVR 3.5 to 9.0 UCSS Major Upgrade







IVR-UPG-80-90 IVR 8.0 to 9.0 ESW Minor Upgrade


IVR-UPG-90-90= IVR 9.0 to 9.0 ESW Maintenance Upgrade

IVR-UPG-HA-40-90= IVR HA 4.0 HA to 9.0 HA UCSS Major Upgrade





IVR-UPG-HA-80-90= IVR HA 8.0 HA to 9.0 HA ESW Minor Upgrade






Product Code

List Price

NFR Kit Product IDs


Notes:

● All New or AddOn Expansion Server Software is the same as that for Contact Center Express. Please consult Unified CCX pricing section for further information on pricing.

● (i) Unified Communications Software Subscription is available in 1, 2,3 and 5 year contracts. Shown are only the product codes for 1-year contracts. To find the product codes for 2, 3, or 5-year contracts replace the first ‘-1’ with ‘-2’, ‘-3’, or ‘-5’.

● Unified Communications Software Subscription Product Codes for ‘bulk’ items like ports are typically available in packages of quantity 1, 10, 25, 50. Only the packages with the lowest quantity are shown. Details on Unified Communications Software Subscription can be found here: http://www.cisco.com/web/partners/sell/technology/ipc/announcements/26may06.

Ordering Guide



html.


Please note that IP IVR 8.5 is appliance-based. Customers who do not order the pre-configured appliances must order IVR-85-MEDIA-KIT= to receive the IP IVR 8.5 media.

10.5.1 Ordering New and Add On from Cisco Distribution Partners

Unified IP IVR 8.5 supports ordering New and Add On product components from Cisco’s wholesale distribution partners in your theater. Available product IDs are described below.

Unified IP IVR 8.5 supports ordering using Cisco’s online configuration and ordering tools as well as ordering directly from Cisco distribution partners.


Unified IP IVR 8.5 supports ordering New and Add On product components using a single top-level product ID to configure and order all software and Cisco Media Convergence Servers (MCS) required for a deployment as follows:


Unified IP IVR 8.5 (IVR-85-NEW-BUNDLE)


Unified IP IVR 8.5 (IVR-85-ADDON-BUNDL)

Note: All IP IVR server software ships with 5 Free IP IVR ports. You will need to buy at least 1 additional port to complete your configuration.








Any previous 3.X, 4.X, 5.x, 6.x, 7.x, or 8.0 customer may choose to purchase a la carte

Ordering Guide



upgrade licenses to upgrade their existing release to 8.5.

Please note that only IP IVR 5.0, IP IVR 7.0, or IP IVR 8.0 can upgrade directly to 8.5. IP IVR versions 3.X, 4.0, or 4.5 must first upgrade via supported paths to 7.0 and then to 8.5. Lastly, there is no upgrade path from IP IVR versions 4.1 and 6.0 to 8.5. IVR 4.1 and 6.0 upgrades will be treated as fresh installs with no data migration.

10.5.4.2 Upgrading Unified IP IVR Licenses to Unified IP IVR 8.5 Using EOS and/or UCCS

Any customer with a valid ESW and Unified Communications Software Subscription contract may upgrade to Unified IP IVR 8.5 via the Cisco Product Upgrade Tool (PUT).



10.5.5.1 New and Add On Top Level Configurable Product IDs

The table below contains those product IDs that will enable configuring and order all the software and MCS servers or just the software required for any Unified IP IVR deployment. All orders using the Cisco online Dynamic or Multi-Line configuration tools must use these product IDs.



Product Code

List Price

Configure Entire Product - New Software, UCSS and Media Convergence Servers

IVR-85-NEW-BUNDLE IVR 8.5 New Deployment-Product & UCSS LICENSE $0

Configure Entire Product - Add On Software, UCSS and Media Convergence Servers

IVR-85-ADDON-BUNDL IVR 8.5 ADDON Deployment-Product & UCSS LICENSE $0

Configure Top Level New Software Only


Configure Top Level Add On Software Only


10.5.5.2 New and Add On Configurable Product ID Options

The table below contains those product IDs that may be required as part of the configuration of the top level product IDs in the table above


Product Code

List Price



Ordering Guide




Product Code

List Price

IVR-85-NEW-SS-LIC IVR 8.5 New IP IVR Single Server Qty 1 License Only $ 4,995 UCSS-IPIVR-1-1 x5 $105 x5

IVR-85-NEW-HA-LIC IVR 8.5 New IP IVR HA (Dual Server Cluster) Qty 1 License $ 9,995

IVR-85-PORT1 IVR 8.5 Port $ 1,195 UCSS-IPIVR-1-1 $105


IVR-85-ADD-HA-LIC IVR 8.5 New IP IVR HA (Dual Server Cluster) Qty 1 LICENSE $ 9,995

10.5.5.3 New and Add On Product IDs Used to Order from Cisco Wholesale Distribution Partners



Product Code

List Price


IVR-85-NEW-SS-LIC= IVR 8.5 New IP IVR Single Server Qty 1 License Only $4,995 UCSS-IPIVR-1-1 x5 $105 x5

IVR-85-NEW-HA-LIC= IVR 8.5 New IP IVR HA (Dual Server Cluster) Qty 1 License $ 9,995

IVR-85-PORT1= IPIVR 8.5 Port Qty 1 $ 1,195 UCSS-IPIVR-1-1 $105





The table below contains product IDs to configure and order upgrades from Unified IP IVR 3.x , 4.x , 5.x , 6.x, 7.x, and 8.x to Cisco Unified IP IVR 8.5.

Please note that only IP IVR 5.0, IP IVR 7.0, and IP IVR 8.5 can upgrade directly to 8.5. IP IVR versions 3.X, 4.0, or 4.5 must first upgrade via supported paths to 7.0 and then to 8.5. Lastly, there is no upgrade path from IP IVR versions 4.1 and 6.0 to 8.5. IVR 4.1 and 6.0 upgrades will be treated as fresh installs with no data migration.

Ordering Guide




Product Code

List Price

IVR-85-UPG-BUNDLE IVR 8.5 UPGRADE Deployment- Product & UCSS LICENSE

IVR-85-UPG IVR 8.5 Upgrade IP IVR

IVR-85-SS-UPG IVR 8.5 Upgrade IP IVR (Single Server) License Only $ 3,495

IVR-85-HA-UPG IVR 8.5 Upgrade IP IVR HA (Dual Server Cluster) License Only $ 8,995

IVR-85-PORT-UPG IVR 8.5 Upgrade Port $ 745

10.5.5.5 Upgrading with a Essential Operate Services – Software and/or a Unified Communications Software Subscription Service (UCSS) via Cisco’s Product Upgrade Tool (PUT)

The table below contains the product IDs used to order upgrades from Unified IP IVR 3.x, 4.x , 5.x, 6.x, 7.x, and 8.0 to Cisco Unified IP IVR 8.5 using the Cisco Product Upgrade Tool.

Please note that only IP IVR 5.0, IP IVR 7.0, and IP IVR 8.0 can upgrade directly to 8.5. IP IVR versions 3.X, 4.0, or 4.5 must first upgrade via supported paths to 7.0 and then to 8.5. Lastly, there is no upgrade path from IP IVR versions 4.1 and 6.0 to 8.5. IVR 4.1 and 6.0 upgrades will be treated as fresh installs with no data migration.


Product Code

List Price

IVR-UPG-3031-85= IVR STD 3.0,3.1 to 8.5 ESW+UCSS Major Upgrade









IVR-UPG-85-85= IVR 8.5 to 8.5 ESW Maintenance Upgrade







Ordering Guide







Product Code

List Price

NFR Kit Product IDs


Notes:

● All New or AddOn Expansion Server Software is the same as that for Contact Center Express. Please consult Unified CCX pricing section for further information on pricing.

● (i) Unified Communications Software Subscription is available in 1, 2,3 and 5 year contracts. Shown are only the product codes for 1-year contracts. To find the product codes for 2, 3, or 5-year contracts replace the first ‘-1’ with ‘-2’, ‘-3’, or ‘-5’.

● Unified Communications Software Subscription Product Codes for ‘bulk’ items like ports are typically available in packages of quantity 1, 10, 25, 50. Only the packages with the lowest quantity are shown. Details on Unified Communications Software Subscription can be found here: http://www.cisco.com/web/partners/sell/technology/ipc/announcements/26may06.html.

Ordering Guide



11. Cisco MediaSense This section provides licensing and ordering information for MediaSense - Cisco’s open-standard network-based platform that supports recording, playback, live streaming, and storage of media--including audio and video--with rich recording metadata. Please note that Cisco MediaSense requires Cisco Unified Communication Manager to offer the full range of features.

11.1 MediaSense Ordering and Pricing Information:

Customers ordering MediaSense can select the various following components when ordering the product:

● MediaSense Base Licenses. This component is the number of concurrent sessions (non-Redundant) required, which is the total number of simultaneous recording sessions.

● Audio Session Licenses. This component is the number of concurrent audio sessions (non-Redundant) required, which is the total number of simultaneous voice recording sessions.

● Video Session Licenses. This component is the number of concurrent video sessions (non-Redundant) required, which is the total number of simultaneous video recording sessions. Note that the Video Session License includes audio and either the Audio Session License or the Video Session License is to be ordered, not both. Also note that the sum of the Audio and Video session licenses should equal the number of MediaSense Base licenses that are ordered

● MediaSense Server Software licenses. A MediaSense Server Software license is required for the MediaSense Primary and Secondary Servers which provide database operations as well as media operations

● MediaSense Expansion Server Software licenses. A MediaSense Expansion Server Software license is required for servers that provide additional capacity for media operations, but not for database operations

11.2 Ordering MediaSense 10.x

MediaSense is available as configurable part numbers using Cisco’s online ordering tools.

Product codes for electronic delivery of licenses start with ‘L-‘. Product codes for Electronic Software Delivery start with ‘R-‘.

MediaSense 10.x Top-level Part numbers:


MCP10-NEW-LIC-K9 MediaSense Top Level Part Number for new deployments N/A

R-MCP10-NEW-LIC-K9 MediaSense E-Delivery Top Level Part Number for new deployments

N/A

MCP10-VUP-LIC-K9 MediaSense Top Level Part Number for upgrades from the 8.x and 9.x deployments

N/A

Ordering Guide




R-MCP10-VUP-LIC-K9 MediaSense E-Delivery Top Level Part Number for upgrades from the 8.x and 9.x deployments

N/A

L-MCP10-LIC-UPG MediaSense E-Delivery Top Level Part Number for add-on licenses

N/A


● Server software

● Session licenses


11.2.1 MediaSense 10.x Component Information

After selecting the top-level part number (MCP-NEW-LIC), one will be able to order MediaSense production software, the not-for-production software, and evaluation kits.

The part numbers listed below provide ordering information for each media capture platform orderable part.

11.2.1.1 MediaSense 10.x Server Software License

MediaSense Server Software licenses are required for the Primary and Secondary Servers that provide database operations as well as media operations - capture, streaming and storage.



MCP-SVR-10X-SW MediaSense 10.x Primary and Secondary Node Server Software $2,000

MCP10-VUP-SVR Update MediaSense 8.x/9.x Primary and Secondary Node Server to 10.x

$1,000

11.2.1.2 MediaSense 10.x Expansion Server Software

MediaSense Expansion Server Software licenses are required for the Expansion Servers that provide additional capacity for media operations, but not for database operations.

Expansion Server part number information:


MCP-EXP-10X-SW MediaSense 10.x Expansion Node Server Software $500

MCP10-VUP-EXP-SVR Update MediaSense 8.x/9.x Expansion Node Server to 10.x $250

The NFR and NPS kits do not require a server license.

11.2.1.3 MediaSense 10.x Session Licenses

This is the main component of the MediaSense platform. An audio or video session combined with a base license provides the user with the ability to record one voice or

Ordering Guide



video session.

Ordering notes:

● For every MediaSense base license that is ordered, an audio or video session license (not both) must be ordered

● If upgrading from a previous release, only base ports need to be upgraded. The Audio or Video port does not have an upgrade part.

MediaSense Port Licenses part number information:


Quantity

MCP-BASE-10X-LIC MediaSense 10.x Base License $225 Min 1

MCP-CORE-10X-AUD-LIC MediaSense 10.x License for audio session

$25 Sum of MCP-CORE-AUD-LIC and MCP-CORE-VID-LIC should equal MCP-BASE-LIC

MCP-CORE-10X-VID-LIC MediaSense 10.x License for video session


MCP10-CORE-10X-BASE-PORT

MedisSense base port for 8.x/9.x to update to 10.x

$112 The base licenses being upgraded.

11.2.2 Not For Production Systems

MediaSense Not-for-Production (NPS) lab systems are for use by customers in a non-production environment. This is a full-featured version of the software that provides:


● 100 session licenses for audio or video recording-- all on 1 machine only

Not-for-Production Systems should be ordered when production calls will not be taken on the system.


The Not-For-Resale kits are available for Partners. MediaSense Not-for-Resale (NFR) kits provide partners with 1 system for internal learning and demonstration purposes,

The NFR kit is a full-featured version of the software that provides:



These licenses are available through the DART program, as well as orderable through the Cisco ordering system. The NFR kits are not to be used for customer evaluations or by partners for development of customer solutions.

MediaSense NPS and NFR part number information:


MCP-10X-NPS= MediaSense 9.0 Not-for-Production System $30

MCP-10X-NFR= MediaSense 9.0 Not for Resale Kit $30

R-MCP-10X-NPS= MediaSense 9.0 Not-for-Production System E-Delivery $30

Ordering Guide




R-MCP-10X-NFR= MediaSense 9.0 Not for Resale Kit E-Delivery $30

11.2.3 MediaSense 10.x Product number summary tables

This section contains a summary table with all MediaSense 10.x product number and applicable maintenance items.

MediaSense 10.x Part Numbers



Product Number

List Price ($US)

MediaSense 10.x Top Level Part Number

MCP10-NEW-LIC-K9 MediaSense 10.x Software N/A $0

MediaSense Servers

MCP-SVR-10X-SW MediaSense 10.x Server Software License

$2000 Not applicable

MCP-EXP-10X-SW MediaSense 10.x Expansion Software Server License

$500 Not applicable

Media capture platform Recording Ports

MCP-BASE-10X-LIC Base MediaSense 10.x Recording License

$225 UCSS-U-MCP-1 $25

UCSS-MCP-1-1 $25

UCSS-MCP-2-1 $43

UCSS-MCP-3-1 $64

UCSS-MCP-5-1 $88

MCP-CORE-10X-AUD-LIC License for Audio recording - 1 session

$25 Not applicable

MCP-CORE-10X-VID-LIC License for Video recording - 1 session

$75 Not applicable

11.3 Ordering MediaSense 9.x and 8.x

MediaSense is available as configurable part numbers using Cisco’s online ordering tools (e.g. Dynamic Ordering Tool or Multi-Line Ordering Tool). To order the product, most core MediaSense options are available using the part number, MCP-. The online ordering tool will then provide all MediaSense ordering options for each component of the MediaSense system.

Product codes for electronic delivery of licenses start with ‘L-‘. Product codes for Electronic Software Delivery start with ‘R-‘.

MediaSense Top level Part numbers:


MCP-NEW-LIC MediaSense Top Level Part Number for new deployments N/A

R-MCP-NEW-LIC MediaSense E-Delivery Top Level Part Number for new deployments

N/A

MCP-ADDON-LIC MediaSense Top Level Part Number for add-on licenses N/A

L-MCP-ADDON-LIC MediaSense E-Delivery Top Level Part Number for add-on licenses

N/A

Ordering Guide




● Server software

● Session licenses


11.3.1 MediaSense Component Information

After selecting the top-level part number (MCP-NEW-LIC), one will be able to order MediaSense production software, the not-for-production software, and evaluation kits.

The part numbers listed below provide ordering information for each media capture platform orderable part.

11.3.1.1 MediaSense Server Software License

MediaSense Server Software licenses are required for the Primary and Secondary Servers that provide database operations as well as media operations - capture, streaming and storage.



MCP-SVR-8X-SW-K9 MediaSense 8.5 Server Software $2,000

MCP-SVR-9X-SW-K9 MediaSense 9.0 Server Software $2,000

11.3.1.2 MediaSense Expansion Server Software

MediaSense Expansion Server Software licenses are required for the Expansion Servers that provide additional capacity for media operations, but not for database operations.



MCP-MED-SW-K9 MediaSense Expansion Server Software $500

The NFR and NPS kits do not require a server license.

11.3.1.3 MediaSense Session Licenses

This is the main component of the MediaSense platform One audio or video session combined with a base license provides the user with the ability to record one voice or video session.

Ordering notes:

● For every MediaSense base license that is ordered, an audio or video session license (not both) must be ordered

MediaSense Port Licenses part number information:

Ordering Guide




Quantity

MCP-BASE-LIC MediaSense Base License $225 Min 1

MCP-CORE-AUD-LIC MediaSense License for audio session


MCP-CORE-VID-LIC MediaSense License for video session $75 Sum of MCP-CORE-AUD-LIC and MCP-CORE-VID-LIC should equal MCP-BASE-LIC

11.3.2 Not-for-Production Systems

Not For Production Systems MediaSense Not-for-Production (NPS) lab systems are for use by customers in a non-production environment. This is a full-featured version of the software that provides:



Not-for-Production Systems should be ordered when production calls will not be taken on the system.


The Not-For-Resale kits are available for Partners. MediaSense Not-for-Resale (NFR) kits provide partners with 1 system for internal learning and demonstration purposes,

The NFR kit is a full-featured version of the software that provides:



These licenses are available through the DART program, as well as orderable through the Cisco ordering system. The NFR kits are not to be used for customer evaluations or by partners for development of customer solutions.

MediaSense NPS and NFR part number information:






R-MCP-9X-NPS= MediaSense 9.0 Not-for-Production System E-Delivery $30

R-MCP-9X-NFR= MediaSense 9.0 Not for Resale Kit E-Delivery $30

11.3.3 Product number summary tables

This section contains a summary table with all MediaSense product number and applicable maintenance items.

MediaSense Part Numbers

Product Numbers Description List Software Subscription (i)

Ordering Guide



Price ($US) Product

Number List Price ($US)

MediaSense Top Level Part Number

MCP-NEW-LIC MCP-NEW-LIC N/A $0

MediaSense Servers

MCP-SVR-8X-SW-K9 MediaSense 8.5 Server Software License

$2000 Not applicable

MCP-SVR-9X-SW-K9 MediaSense 9.0 Server Software $2,000 Not applicable

MCP-MED-SW-K9 MediaSense Expansion Software Server License

$500 Not applicable

Media capture platform Recording Ports

MCP-BASE-LIC Base MediaSense Recording License

$225 UCSS-U-MCP-1 $25

UCSS-MCP-1-1 $25

UCSS-MCP-2-1 $43

UCSS-MCP-3-1 $64

UCSS-MCP-5-1 $88

MCP-CORE-AUD-LIC License for Audio recording - 1 session

$25 Not applicable

MCP-CORE-VID-LIC License for Video recording - 1 session

$75 Not applicable

Media capture platform Not-for-Resale and Evaluation Kits

MCP-8X-NPS= MCP Not-for-production System $30 Not available

MCP-8X-NFR= MCP Not For Resale System $30 Not available

MCP-9X-NPS= MediaSense 9.0 Not-for-Production System

$30 Not available

MCP-9X-NFR= MediaSense 9.0 Not for Resale Kit $30 Not available

R-MCP-9X-NPS= MediaSense 9.0 Not-for-Production System E-Delivery

$30 Not available

R-MCP-9X-NFR= MediaSense 9.0 Not for Resale Kit E-Delivery

$30 Not available

11.4 Ordering Examples for Production MediaSense Systems

11.4.1 Example 1 –Customer requires 500 concurrent audio recordings and high availability - Ordering Use Case

Solution:

The total number of concurrent sessions required is 500, which is the sum of concurrent recordings and playbacks. Since each MediaSense server can support up to 200 concurrent sessions, the customer will have to order two MediaSense Servers and one Expansion Server. The secondary server is required since the customer needs HA.

MediaSense components required:

● 2 MCP Server Software License

● 1 MCP Expansion Server Software Licenses

● 500 MCP-BASE-10X-LIC Licenses

● 500 MCP-CORE-10X-AUD-LIC licenses

Ordering Guide



11.4.2 Example 2 –Customer requiring 50 additional concurrent audio recordings - Ordering Use Case

Solution:

If the customer does not need to order an additional server because the existing MediaSense servers can support an additional 50 audio recordings, the customer will just have to order the top level part MCP-ADDON-LIC and the following:

● 50 MCP-BASE-10X-LIC Licenses

● 50 MCP-CORE-10X-AUD-LIC licenses

11.5 MediaSense Licenses Fulfillment/ Distribution

This section highlights how the licenses will be distributed/ fulfilled with the order.

Note that the MediaSense 8.x, 9.x and 10.x releases provide Paper Right to Use feature licenses. Partners or customers will have to order the appropriate number of services and licenses based on the deployment requirements.

11.6 Calabrio Search & Play and Quality Management Solutions for Cisco MediaSense through Cisco SolutionsPlus

Calabrio Search & Play and Quality Management is a highly-scalable voice, screen recording, and evaluation solution that integrates with Cisco MediaSense. When operating in a Cisco MediaSense environment, MediaSense is the recording platform that captures the audio media channels. Calabrio Search & Play and Quality Management uses the Cisco MediaSense API to integrate with and enhance the platform by adding a feature-rich application layer.

Through Cisco SolutionsPlus, Calabrio Search & Play and Quality Management offers the following packages (in increasing levels of sophistication):

• Calabrio Search & Play

Calabrio Search & Play supports searching, archiving and playback of calls recorded by Cisco MediaSense.

• Calabrio Quality Management

Calabrio Quality Management allows contact centers to review and assess the performance levels of individual agents and teams.

• Calabrio Advanced Quality Management

Calabrio Advanced Quality Management adds agent screen recording during calls to the Quality Management capabilities.

All Calabrio products are orderable via the top-level SKU MDS-CLB and MDS-CLB-ADD. Use the MDS-CLB SKU for new orders. Use the MDS-CLB-ADD SKU if you want to add additional seats to an existing deployment.

Calabrio SolutionsPlus licenses are priced per named agent. Support and maintenance contract for Calabrio’s SolutionsPlus products are purchased directly from Calabrio.

Ordering Guide



Calabrio’s SolutionsPlus offering is only available when integrated with Cisco MediaSense. In addition to the Calabrio licenses, you will also need a host server with Windows Server 2008 OS and Microsoft SQL provided by the customer or partner. The server and software requirements vary with the number of named users, number of recorded calls and concurrent call volume. Details on the requirements are available in the Calabrio Install guide available to registered users via http://portal.calabrio.com/tiki/tiki-index.php?page=Call+Recording+Quality+Management+User+Guides#v8_9.

Product Numbers


Calabrio Product Licenses

MDS-CLB-SP Calabrio Search & Play $150

MDS-CLB-QM Calabrio Quality Management $350

MDS-CLB-AQM Calabrio Advanced Quality Management $575

11.7 NICE Interaction Management Suite for Cisco MediaSense through Cisco SolutionsPlus

NICE Interaction Management Suite provides a comprehensive solution for capturing, analyzing and impacting customer interactions. The solution enables organizations to:

• Capture customer interactions through Cisco’s MediaSense. • Analyze interactions to extract business insights and reveal root-cause. • Monitor agents’ performance, provide targeted agent coaching and optimize

quality processes. Through Cisco SolutionsPlus, NICE Interaction Management Suite offers the following packages (in increasing levels of sophistication):

• Interaction Management

Provides advanced recording rules based on CTI or business data, interaction playback and advanced storage and archiving rules.

• Quality Management

Includes Interaction Management and additionally, support for agent evaluation, coaching and calibration.

• Quality Optimization

Includes Quality Management and additionally, support for:

o End-to-end workflows, enabling managers to define, assign and monitor quality tasks from via single dashboard.

o 22 out-of-the-box Key Performance Indicators (KPIs), allowing managers to follow operational metrics and align quality processes to organization’s business goals.

o Customizable dashboards, scorecards, notifications and alerts.

• Analytics-Based Quality Optimization

Includes Quality Optimization and additionally, support for:

o Automatic categorization of interactions into topics

Ordering Guide



o Emotion detection and sentiment analysis o Root-cause analysis via speech-to-text transcription and text mining o Trending and alerts o Unlimited KPIs based on Categorization

In addition, NICE Interaction Management Suite provides the several optional components. The following optional components are available to all packages:

• Encryption – provides end-to-end media encryption in order to protect captured data.

• Real-time Privacy Control – provides the ability to pause voice and screen recording to prevent recording of sensitive information.

• Component HA – high availability to ensure continuous recording • Playback to Extension - provides the capability to play back the voice portion of

an interaction to a telephone extension. • IP Phone Application - provides the capability to initiate recording on demand

The following optional component is available to Quality Management, Quality Optimization, and Analytics-Based Quality Optimization packages:

• Additional Screen Recording - Screen recording is included with 15% of the licenses sold as part of Quality Management, Quality Optimization and Advanced Quality Optimization. If more screen recording sessions are required, additional screen recording licenses need to be purchased.

The following optional components are available only to the analytics-based quality optimization. It is recommended that you contact a NICE representative for help on quoting analytics-based optional components.

• Phonetics Indexing – Analytic engine processing voice to phonemes. At a minimum, one block of 500 hrs/day is required when analytics-based quality optimization is purchased.

• Transcription – Analytic engine processing voice to transcribed text. At a minimum, one block of 250 hrs/day is required when analytics-based quality optimization is purchased.

• Emotion Detection and Talk Over Analysis – Analytic engine identifying emotions and agent- customer cross talk.

• Additional Language – Support for additional language other than English All NICE products are orderable via the top level SKU MDS-NICE and MDS-NICE-ADD. Use the MDS-NICE SKU for new orders. Use the MDS-NICE-ADD SKU if you want to add additional seats to an existing deployment.

All of NICE SolutionsPlus licenses are priced per named agent, except for Interaction Management, screen recording and playback to extension, which are priced per concurrent session. Support, maintenance and professional services for NICE SolutionsPlus products must be purchased directly from NICE or a NICE-certified partner. NICE’s SolutionsPlus offering is only available when integrated with Cisco MediaSense.

Product Numbers


NICE Product Licenses

MDS-NICE-IM NICE Interaction Management Baseline $625

MDS-NICE-QM NICE Quality Management $950

Ordering Guide



MDS-NICE-QO NICE Quality Optimization $1100

MDS-NICE-AQO NICE Analytics-Based Quality Optimization $1650

MDS-NICE-ENCR Encryption $125

MDS-NICE-RTPC Real-time Privacy Control $145

MDS-NICE-HA High Availability $100

MDS-NICE-PBK Playback to Extension $800

MDS-NICE-IPPA IP Phone Applications $75

MDS-NICE-SCRN Additional Screen Recording $240

MDS-NICE-PNTCS Phonetics Indexing (500 hrs/day) $50000

MDS-NICE-STT Transcription (250 hrs/day) $55000

MDS-NICE-EMO Emotion Detection and Talk Over Analysis $60000

MDS-NICE-LANG Additional Language (per language) $5000

To get additional help from NICE, reach out to your local NICE representative or use one of the following emails, depending on your location:

• [email protected] • [email protected] • [email protected]

.

Ordering Guide



12. Cisco Unified Computing Systems (UCS)

Cisco Contact Center products support Cisco Unified Computing Systems (UCS). It is a part of the overall Cisco Collaboration Technology Group (CTG) Unified Communications on Unified Computing Systems (UC on UCS) program. Particular Contact Center products/applications support UCS servers at a different time. See http://cisco.com/go/uc-virtualized for more information.

Contact Center products use the CTG UCS SKUs. The CTG UCS configuration and ordering information can be found at http://www.cisco.com/en/US/prod/collateral/voicesw/ps6790/ps5748/ps378/solution_overview_c22-597556.html.

Ordering Guide



13. Cisco Media Convergence Servers (MCS), Windows Server 2003 Operating Systems and SQL Server 2005

13.1 Part Numbers

Contact Center Media Convergence Servers (MCS) have been End Of Sale/Life. The replacement/alternative server information is per the EOL bulletin, which is at http://www.cisco.com/en/US/products/hw/voiceapp/ps378/prod_eol_notices_list.html.

The Contact Center Windows Server 2003 and SQL Server 2005 have been End Of Sale/Life. Please consult the EOL Bulletin at http://www.cisco.com/en/US/prod/collateral/voicesw/custcosw/ps5693/ps1844/end_of_life_notice_c51-719033.html.

Ordering Guide



14. Cisco Unified Intelligence Center This section provides licensing and ordering information for Cisco Unified Intelligence Center 9.0 and higher.

Online Ordering

Cisco Unified Intelligence Center is available as configurable part numbers using Cisco’s online ordering tools.

14.1 Release 9 and 10.0 Intelligence Center Ordering

In Release 9.0 and higher, there are two types of Intelligence Center licenses, Intelligence Center Standard and Intelligence Center Premium. Note that the license labeled 8.0 is valid for 8.x, 9.x and 10.0 deployments. The media is the same for either Premium or Standard and is included with the Contact Center Enterprise software bundle, IPCE-MEDIAKIT.


14.1.1 Production System Software

Intelligence Center is deployed as a cluster with a single controller node and up to seven member nodes sized to support the number of users, expected reporting activity and redundancy requirements. To determine the number of Intelligence Center servers required, please use the Unified Communications System Sizing Tool – Reporting section. Premium and Standard licenses (CCEH-CUIC-PREM and CCEH-CUIC-STD)-are available in the IPCE-BUNDLE under the category IPCE-SVR-ADDON. One CCEH-CUIC-PREM or CCEH-CUIC-STD should be purchased for each Intelligence Center Server deployed in the cluster to cover the platform software – Operating System and Database – and Intelligence Center software. One license will be issued to be deployed on the controller node of the cluster. If more than one cluster will be deployed, please enter each cluster as a separate line item. For example, if two 4-node clusters of CUIC Premium will be deployed, 2 line items of quantity 4 each would be entered.

Cisco Unified Intelligence Center part number information for new purchases (See Section below for UCSS upgrades):


CCEH-CUIC-STD Intelligence Center Standard for Production $1,000

CCEH-CUIC-PREM Intelligence Center Premium for Production $25,000

Ordering Guide



14.1.2 Not-for-Production Systems, Not-for-Resale and Evaluation Kits

Not-for-production, Not-for-Resale and Evaluation Kits are available under the IPCE-BUNDLE, in the LAB section, under CUIC-NPS category SKU.

Not For Production Systems

Unified Intelligence Center Not-for-Production (NPS) lab systems are for use in a non-production environment. This is a full-featured version of the software, but limited to 5 concurrent users. The Lab systems provide:

● Server Software License Unified Intelligence Center Premium

Not-for-Production systems should be ordered when production calls will not be taken on the system. The software is intended to be used in development, testing, system integration testing.


The Not-For-Resale kits are available for Partners for Intelligence Center stand-alone deployments in the lab. Unified Intelligence Center Not-for-Resale (NFR) kits provide partners with 1 system for internal learning and demonstration purposes,

The NFR kit is a full-featured version of the software, but limited to 5 concurrent users. The NFR kit includes

● Server Software License Unified Intelligence Center Premium for non-production application development.

These licenses are available through the DART program, as well as orderable through the Cisco ordering system. The NFR kits are not to be used for customer evaluations. Note that a CUIC license is included in the Contact Center Enterprise System NFR (IPCE-NPSENT-CP).

Trial Licenses

The Unified Intelligence Center Trial license is available for partners to trial a solution at a customer site in order to provide customers with the opportunity to evaluate the solution at their premise. The trial license provides a 90-day license from the time of installation for the Unified Intelligence Center Premium Software.

Trial software is not to be used by partners or customers for development of production solutions. Unified Intelligence Center is considered to be “in “production” if it is used to develop customer solutions and requires a CUIC Premium license.

NFR, NPS and Evaluation part number information:


CCEH-CUIC-LAB Intelligence Center Premium Not-for-production System, for customer lab

$1,000

CCEH-CUIC-TRIAL Intelligence Center Premium Trial License (90 Day Expiration) $25

CCEH-CUIC-NFR Intelligence Center Premium Not-For-Resale System, for partner lab system

$500

Ordering Guide



14.1.3 Upgrades from previous versions

Cisco Unified Intelligence Suite 7.5 customers with a valid UCSS contract are eligible for upgrade to Release 8 Intelligence Center Premium via upgrade SKU CCEH-CUIC8-PREM-U=. The number of CUIC Premium servers that will be deployed must be identified when the upgrade order is placed.

There is no corresponding upgrade for Archiver so existing Archivers will remain at Release 7.5. Customers who continue to use Archiver for releases beyond 7.5 will need to alter and maintain the system to include schema changes between releases. New or existing customers needing long-term storage and summarized data(daily, weekly) should consider purchasing VIM Datamart with Intelligence Center.

Contact Center Enterprise customers who have not yet deployed Unified Intelligence Center and have a valid UCSS contract are eligible to upgrade to Intelligence Center Standard via upgrade SKU CCEH-CUIC8-STD-U= at no additional charge. The number of CUIC Standard servers that will be deployed in the cluster must be identified when the upgrade order is placed. One license per cluster will be issued. Note that Unified Intelligence Center 8 customers with UCSS do not need to order anything additional to upgrade to Release 9. Similarly Unified Intelligence Center 9 customers with UCSS do not need to order anything additional to upgrade to Release 10.0. The Release 9 and 10.0 software are contained in the Contact Center Enterprise media kit and the same license is valid.


CCEH-CUIC8-PREM-U= Upgrade SKU for Cisco Unified Intelligence Suite 7.5 to Intelligence Center 8

Included with UCCS for Intelligence Suite 7.5

CCEH-CUIC8-STD-U= Upgrade SKU for Contact Center Enterprise, Hosted and ICM moving to release 8 or higher

Included with UCSS for Contact Center Enterprise, Hosted and ICM

Lab system upgrades are included with production system upgrades of Intelligence Center.

Notes:

● * Unified Communications Software Subscription is available in 1, 2 , 3 and 5 year as well as monthly contracts. Shown are only the product codes for 1-year contracts. To find the product codes for other contract durations replace the first ‘-1’ with ‘-2’, ‘-3’ or ‘-5’. Also available are monthly contract, intended for synchronizing end dates or multiple contracts. Details on Unified Communications Software Subscription can be found here: http://www.cisco.com/go/ucss

● **Operate Services are available in different types. The product code and prices shown here are for ‘Essential Operate Services – Software only’. Other variants have different product codes (the ‘-ESW-’ in the product code is replaced with something else) and pricing. Details can be found here: http://www.cisco.com/en/US/partner/products/svcs/ps2961/ps2664/service_announcement0900aecd8054c7ca.html

Ordering Guide



15. Customer Contact SolutionsPlus Product Overview

This chapter provides an overview of the all SolutionsPlus resale products related customer contact. Details on each of these can be found by following the links below to the related Cisco product chapters.

Cisco Product

SolutionsPlus Vendor

SolutionsPlus Product

Specifics Section

CVP Nuance Recognizer Vocalizer

No DSA discount beyond regular partner discounts Nuance support contracts can be sold through Cisco

3.5.1

MediaSense Calabrio Search & Play Quality Management Advanced Quality Management

Support to be sourced directly from Calabrio. Note that these licenses are per named agent, not concurrent agent. These products are for CCE only. For CCX Cisco offers Cisco branded versions. See section 4.8.

11.6

MediaSense NICE NICE Interaction Management Suite

Support to be sourced directly from NICE. 11.7

CCE Exony VIM DataMart VIM Standard VIM Performance

Support to be sourced directly from Exony at 20% of product sale

5.1.1.2.6

CCE ALI Solutions OnQ Campaign Management

To be used with CCE Outbound Option, not with 3rd party dialers. Support to be sourced directly from ALI.

5.1.1.2.8

CCE Bucher+Suter B+S Connects CRM Connectors for SAP, Siebel and salesforce.com.

To be sold with CCE Premium Agent licenses Note that the CRM Connector licenses for Salesforce.com are per named agent, not concurrent agent, to be consistent with Salesforce.com’s licensing model. The other connectors are per concurrent agent. No DSA discount beyond regular partner discounts. Support and upgrade subscription to be sourced from B+S directly.

5.1.1.2.9

CCE eGain eGain Multichannel Offer for Cisco SolutionsPlus

To be sold integrated with Contact Center Enterprise only. Stand-alone sales are not allowed under the S+ agreement. Note the license specifics for the different products (named, concurrent, volume-based). No DSA discount beyond regular partner discounts. Support and upgrades to be sourced from eGain directly.

5.1.1.2.6

Ordering Guide



16. Cisco Unified Communications Software Subscription

Cisco Unified Communications Software Subscription, a product offering that allows customers to purchase major software version upgrades at a reduced cost as a one-, two-, three- or five-year subscription. Monthly subscriptions are also available to synchronize contracts. A valid Cisco Unified Communications Operate Services contract must be either in place or purchased with the Cisco Unified Communications Software Subscription. For more information about Cisco Unified Communications Software Subscription, refer to: http://www.cisco.com/go/ucss

Ordering Guide



17. Cisco Services 17.1 Cisco Unified Communications Services

Gain an accelerated return on investment for Cisco Unified Communications deployments with a resilient, converged network that meets business needs. Using the Cisco Lifecycle Services approach, Cisco and its channel partners provide a broad portfolio of unified communications services that address all aspects of network deployment, operation, and optimization.

Information about how to order Cisco Unified Communications Services can be found in the Cisco Services Ordering Guide at the following location: http://www.cisco.com/en/US/partner/products/svcs/ps2961/ps2664/serv_group_home.html.

17.2 Cisco Unified Communications Services—Tools for Quoting and Ordering

17.2.1 Cisco Service Contract Center

Cisco Service Contract Center, the next generation of service management, helps you increase profitability and efficiency by simplifying the way you manage and sell your Cisco service contracts.

Now there is one simple and easy-to-use Web-based solution you can use to quote and book your service orders and manage your service contracts and renewal opportunities. Cisco Service Contract Center helps you accelerate your business by allowing you to focus your attention on selling and on servicing your customers instead of waiting for reports, searching for information, reconciling prices, reentering quotes, solving problems, and cleaning up contracts.

Access the Cisco Service Contract Center at the following location: http://www.cisco.com/public/scc/.

Ordering Guide



18. Cisco Capital Financing The significant benefits offered by Cisco Unified Communications make it the natural choice to replace traditional PBX systems. As with any technology investment, the question is the affordability of the new system. The answer is financing from Cisco Capital. Whether through flexible repayments matching expenditure to benefit, mitigating cash flow issues, or negating capital expenditure with an operating lease, we can give you access to the right Unified Communications technology for your business, right when you need it.

18.1 Removing Sales Barriers:

Typically, Cisco Capital can help remove or reduce the barriers preventing organizations from obtaining the technology that can most benefit their businesses. Cisco Capital can:

● Remove cash flow issues, allowing the company to spread the cost of its investment over a number of years

● Offer flexible repayment terms matching expenditure to benefits, which means that payments can be timed to coincide with business benefits that may be seen later in the project, or deferred to meet a company’s budget cycle

● Turn capital expenditures into operating expenditures through an operating lease that enables companies to benefit from the residual value of the technology upfront and because no one knows Cisco equipment like Cisco, you can be sure of market-leading residuals

● Provide a sale and lease-back arrangement (where available) that softens the initial costs by taking on existing commitments that may be attached to legacy equipment

18.2 Tips for Taking Advantage of Financing to Accelerate and Close More Business:

● Consider financing early in the deal cycle: This will save time later and help get you paid faster.

● Get your customer preapproved for a credit line with Cisco Capital: By showing the customer they can afford more than they thought they could, you can pave the way early on for growing the deal size. It is recommended you do this as early as possible in the customer discussions/deal cycle.

● Provide a lease quote with every proposal: You can do this by contacting your local Cisco Capital team. And, in some markets, Web-based tools are available so you can quickly generate your own lease quotes.

18.3 For more information about Cisco Capital Financing, visit:

For Channel Partners: http://www.cisco.com/web/ordering/ciscocapital/or6/order_finance_and_payments_concept_home.html

For Cisco Field: http://wwwin.cisco.com/FinAdm/csc/

Ordering Guide



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Documents

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