Cisco Customer Care SolutionsOrdering Guide Cisco Unified Contact Center Express Cisco Unified Contact Center Enterprise Cisco Packaged Contact Center Enterprise Cisco Unified Customer Voice Portal Cisco Finesse Cisco SocialMiner Cisco Unified Intelligence Center Cisco Unified ICM Enterprise Cisco Unified IP IVR Cisco MediaSense Cisco Remote Expert Mobile Cisco Unified Computing Systems (UCS) Customer Contact SolutionsPlus Software Support Services Cisco Services Cisco Capital Financing Contact: General inquiries about Customer Care pricing may be sent to
[email protected] © 2016 Cisco and/or its affiliates. All right reserved. Cisco Confidential. For Channel Partner Use Only. Not for public distribution. Pricing subject to change. May 6, 2016 Ordering Guide Table of Contents 1. Introduction ................................................................................................................................ 7 1.1 Purpose, Audience and Scope ......................................................................................... 7 1.2 Ordering and Quoting Tools ............................................................................................. 7 1.3 Change History................................................................................................................. 8 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 ................................................................ 19 3.2.2 Not-for-Production Systems, Not-for-Resale and Evaluation Kits ..................... 22 3.2.3 Ordering 10.5 .................................................................................................... 23 3.2.4 Upgrades from 7.0 to Unified CVP 8.x/9.x/10.x/11.x......................................... 24 3.2.5 Customer Collaboration Upgrade Offer ............................................................ 25 3.2.6 Product number summary tables ...................................................................... 26 3.2.7 Unified CVP Components Licensing ................................................................. 28 3.2.8 Unified CVP Port Licenses ............................................................................... 28 3.2.9 Unified CVP Redundant Port Licenses ............................................................. 29 3.2.10 Unified CVP Server Licenses ........................................................................... 29 3.2.11 Unified CVP Call Director Licenses .................................................................. 30 3.2.12 Unified CVP Video Components Licensing ....................................................... 31 3.2.13 Unified CVP Reporting Server Licenses ........................................................... 31 3.2.14 Unified CVP Call Studio Licenses ..................................................................... 32 3.2.15 Unified CVP License Enforcement.................................................................... 32 3.2.16 Unified CVP Upgrade Licenses for IPIVR customers ....................................... 32 3.3 Ordering Examples for Production CVP Systems .......................................................... 33 3.3.1 Example 1 – CVP co-resident Call Server+VXML Servers and Unified CCE agents ordering Use Case .......................................................... 33 3.3.2 3.4 3.5 4. Example 2 – CVP Stand-alone Ordering Use Case.......................................... 33 CVP Licenses Fulfillment/ Distribution ............................................................................ 33 3.4.1 CVP Unified Call Studio License Fulfillment ..................................................... 34 3.4.2 CVP Unified Call Server License Fulfillment ..................................................... 34 3.4.3 CVP Unified VXML Server License Fulfillment ................................................. 35 3.4.4 CVP Unified Reporting Server License Fulfillment............................................ 36 3.4.5 Unified CVP Call Director Server License Fulfillment ....................................... 36 3.4.6 Summary of CVP License Fulfillment ............................................................... 36 Non-CVP Components Licensing ................................................................................... 37 3.5.1 ASR/TTS Licensing .......................................................................................... 37 3.5.2 IOS Gateway Licensing .................................................................................... 40 Cisco Unified Contact Center Express (Unified CCX) .............................................................. 41 4.1 Cisco’s Configuration and Pricing Tools ......................................................................... 41 4.2 Overview of End of Life and End of Sale Status for Cisco Unified CCX Versions .......... 41 4.3 Overview of Cisco Unified CCX Licensing ...................................................................... 41 4.3.1 Server vs. Seat licenses ................................................................................... 41 © 2016 Cisco and/or its affiliates. All rights reserved. Cisco Confidential. For Channel Partner Use Only. Not for public distribution. Pricing subject to change. May 6, 2016 Page 2 of 174 Ordering Guide 4.3.2 Port licenses ..................................................................................................... 42 4.3.3 Node Locked vs. Non Node Locked Server Software Licenses ........................ 42 4.3.4 Concurrent vs. Named User (seat) Licenses .................................................... 42 4.3.5 Concurrent Outbound IVR Licenses ................................................................. 42 4.3.6 Finesse Recording Licenses ............................................................................. 42 4.3.7 Concurrent licenses apply to logged in users. Different individuals 4.3.8 Unified CCX Compliance Recording (CR), Quality Manager may share a Unified CCX Workforce Management ........................................ 43 (QM), Advanced Quality Manager (AQM) ....................................................... 43 4.3.9 Unified CCX Inbound Voice High Availability (HA) Server Software Licensing .......................................................................................... 43 4.3.10 License downgrades, distributes, splits and merges......................................... 43 4.3.11 Bucher+Suter CRM Connectors for Cisco Unified Contact Center Express through Cisco SolutionsPlus ............................................................. 44 4.4 Supported Upgrade Paths .............................................................................................. 48 4.4.1 Upgrading Unified CCX Licenses Using ESW/UCSS or SWSS ....................... 50 4.4.2 Upgrading Unified CCX Licenses Using Purchased Product IDs ..................... 50 4.5 Migration from Cisco Unified CCX to Cisco Packaged Contact Center Enterprise 4.6 Migrating from Cisco Unified CCX to Cisco Unified Contact Center Enterprise 4.7 Cisco Unified CCX 11.0 .................................................................................................. 51 (PCCE) or vice versa ..................................................................................................... 50 (CCE) or vice versa ....................................................................................................... 51 4.7.1 General information .......................................................................................... 51 4.7.2 Ordering New Systems ..................................................................................... 52 4.7.3 Ordering ADDONs to Existing Systems ............................................................ 55 4.7.4 Ordering release upgrades with an ESW or UCSS or SWSS 4.7.5 A-la-carte Upgrades.......................................................................................... 59 4.7.6 WFO and WFM Upgrades ................................................................................ 63 4.7.7 Unified CCX Promotional Bundle ...................................................................... 65 4.7.8 Not for Resale and Non-production licenses .................................................... 66 4.7.9 Nuance Speech Solutions with Cisco Unified Contact Center contract ........................................................................................................... 56 Express and Unified IP IVR............................................................................. 67 4.8 4.9 Cisco Unified CCX 10.6 .................................................................................................. 68 4.8.1 Ordering New CCX 10.6 Systems .................................................................... 68 4.8.2 Ordering ADDONs to Existing CCX 10.6 Systems ........................................... 68 4.8.3 Upgrading to CCX 10.6 Systems ...................................................................... 68 Cisco Unified CCX 10.5 .................................................................................................. 68 4.9.1 Ordering New CCX 10.5 Systems .................................................................... 68 4.9.2 Ordering ADDONs to Existing CCX 10.5 Systems ........................................... 69 4.9.3 Upgrading to CCX 10.5 Systems ...................................................................... 69 4.10 Cisco Unified CCX 10.0 .................................................................................................. 69 4.10.1 General information .......................................................................................... 69 4.10.2 Ordering New Systems ..................................................................................... 71 4.10.3 Ordering ADDONs to Existing Systems ............................................................ 73 4.10.4 Ordering release upgrades with an ESW or UCSS or SWSS contract ........................................................................................................... 74 © 2016 Cisco and/or its affiliates. All rights reserved. Cisco Confidential. For Channel Partner Use Only. Not for public distribution. Pricing subject to change. May 6, 2016 Page 3 of 174 ........ 125 6......................................2 From Unified CCE to Packaged CCE .6 Product Number Summary Table for Unified CCE Product Numbers . 84 5......................Ordering Guide 4....5 Upgrades for Unified E-Mail Interaction Manager and Unified Center Enterprise ..... 77 4....2.................................................................. 113 5.............5 Non-Production Systems ....................... 109 collaboration ...1 Primary Unified CCE Licensing .......................... 6...............................................2 Additional Unified CCE Licenses and Components ..................................................................................................1 7................................. 126 6..................2 Optional Packaged CCE Licenses .............1... 111 5..........................5 Non-Production Systems ........................................................ 5.............1 About Packaged CCE .....................................................................................2 Customer Collaboration Upgrade Offer ...............................................................1 SocialMiner for Unified CCX or CCE customers .........................................................................1 Upgrades of CCE Agent licenses .........3 Migrations from Cisco Unified ICM to Contact Center Enterprise .... 123 6.................................................5 A-la-carte Upgrades. 120 6.... 116 5........... 83 5...................... 115 5.............4 Migration from Previous Licensing Methods . 108 5.................................. 119 6.......6 Upgrade.................................... Cisco Confidential...7...................................... 84 5............................................................................................... For Channel Partner Use Only..........2 Overview of Packaged CCE Ordering and Licensing .................................................................................................... 111 5............................................. 82 4...........................................10...................3..3 Upgrades ............. 119 6........................... and web Licenses ..........................................1......3 Ordering CCE Blended Agent licenses for voice........... 125 6.................................... 84 5...............................................3 Optional Features Licenses ................................. 127 6. 110 5..............................................................................2 Overview of Unified CCE Licensing ........................10..... 125 6..4 Add-On Licenses ...... 117 Cisco Packaged Contact Center Enterprise (Packaged CCE) ............................................................................10................4 Migrations from Cisco Unified Contact Center Express to Contact 5......................... May 6.......................................................10............................................. 129 7......... Not for public distribution........................................................................3...............................................4..................................................... email.................................3 From Packaged CCE to Unified CCE ...................3.1 Required Packaged CCE Licenses.4.................................8 Nuance Speech Solutions with Cisco Unified Contact Center Express and Unified IP IVR.............................7............... 114 Web Interaction Manager ......... 115 6...............................................................................................................2 Additional Queue or Self Service Ports...2....0 ............................. 126 6..................................................7 Not for Resale and Non-production licenses ................................1 From Unified CCX to Packaged CCE .... Pricing subject to change........................... 122 6.............................. 124 6...........................................2........ 128 Cisco Finesse............ 119 6.......................................................................... 112 5..................6 WFO and WFM Upgrades ........7 Migration Options ...........2.......1 Ordering CCE Agent licenses for voice applications..... 124 6. 80 4...................... 129 Cisco SocialMiner .................. 2016 Page 4 of 174 .........7.......................1 Additional Agents ............... 130 8.........6....... 130 © 2016 Cisco and/or its affiliates................................ Cisco Unified Contact Center Enterprise (Unified CCE) .............3.......................................2........... 107 5............................................................ 126 Cisco Finesse for Unified CCE customers...........................2 Ordering New Unified EIM and Unified WIM System and Add-On 5............................. All rights reserved.....................................................11 Cisco Unified CCX 9...... Ordering Packaged CCE upgrade ............... 83 4..................1 8...............................................................................1 5....................................................................................... 106 Ordering New Unified CCE System and Add-On Licenses .................3.... ............................................2 Upgrading To a Later Cisco Unified IP IVR Release .................. 136 9.0 production Licenses ...............................5 Ordering MediaSense 10...... 145 10.....................2 Additional Unified ICME Licenses and Components........................................... 140 9...............1 Ordering Unified IP IVR Not for Resale (NFR) Licenses ...............................4.........x Component Information ..................... 143 10................................4.....................................................x .3 MediaSense 10..... 143 10............................................................1 Upgrading Cisco Unified IP IVR to a Later Release Using Purchased Product IDs ................................................ Not for public distribution..................... 8......2 Upgrading Cisco Unified IP IVR to a Later Release Using ESW/UCCS or SWSS ...........................0 Component Information ....................................... 144 10. 152 11. 138 9........................ 141 9...................2 MediaSense Ordering and Pricing Information for version 9 and 10: ...........2.....5 Non-Production Systems .1 MediaSense Ordering and Pricing Information for version 11......................4.................... 139 9........ 146 10. Cisco Confidential...Ordering Guide 9........... 132 9. 156 © 2016 Cisco and/or its affiliates. 151 11...4 Migration from Previous Licensing Methods ....6 Product Number Summary Table for Unified ICME Product Numbers ............ Cisco Unified IP IVR............................................. 155 11........................3 Special Unified ICME Deployment Cases ..2 Not-for-Production Systems .................................0 production Licenses ......................................1 MediaSense 10.............................................................3 Upgrading to Unified IP IVR 11...... 149 11......5..3 Upgrades and Migrations .......................0....... 150 11............. 143 10........................................................................................................................... 144 10.............. 2016 Page 5 of 174 ................. 143 10....................................................................................... 132 9..........4 Ordering Unified IP IVR 10..............1 Primary Unified ICME Licenses ................ Pricing subject to change................................................6 Ordering MediaSense 9.................... For Channel Partner Use Only..................3 SocialMiner Non-Production Suites ........1...........2 Ordering Customer Non-Production Systems ..............2..................................4............................................................................................1 Types of Unified IP IVR Licensing ...........................3 Ordering Unified IP IVR 11......... Cisco MediaSense ........................... 155 11.................3........x Product number summary tables .......4 MediaSense 10.........1.......................3 Upgrading to Unified IP IVR 10..4....................................0 Licenses from a Previous IP IVR Release ...1 MediaSense 9....................................................................... 147 10.....................................................................................3.............................. 147 10...............................3.......................................... 132 9........................................2 Not-for-Production Systems .............1................ 147 10.......................................................................................................5.. 150 11..............................4...............1 Ordering Unified IP IVR Not for Resale (NFR) Licenses .............................x Component Information .....................x / UCCX Promotional Bundle ......... 140 9....... 143 10...............4 Product ID Summary Table for Unified IP IVR Product IDs ............ 142 10........ 154 11........ 131 Cisco Unified ICM Enterprise (Unified ICME) ........................................................0 Licenses from a Previous IP IVR Release .......................................5.2 Ordering New Unified ICME Systems and Add On Licenses ............. 144 10.............................2 Ordering Customer Non-Production Systems .. 151 11.....4 Product ID Summary Table for Unified IP IVR Product IDs ...........................1................................ 151 11............ 147 10.......... May 6..................1 Overview of Unified ICME Licensing .........5................................................. 155 11.... 130 8...............2 Standalone SocialMiner...... 150 11............................. All rights reserved.................................................3......4 Ordering MediaSense 11...............................................1 MediaSense 11........... 152 11........................x ................................1 Overview of Unified IP IVR Licenses ......................3 Cisco Software Support Services for Cisco MediaSense ..0 production Licenses ...........0: .....6.................. 144 10..... 153 11...............5 Ordering Unified IP IVR 9........... 143 10. ................Ordering Use Case ........................................ Cisco Confidential.............3 Upgrades from previous versions ......... Not-for-Resale and Evaluation Kits .......................................................x Non Production Systems ......................................1 Production System Software .........................1.... 173 18............ 172 18.............3 Remote Expert Mobile Non-Production Suites ..1 Example 1 –Customer requires 500 concurrent audio recordings and high availability .... 167 14............................ 160 12.......1.................. 169 15... 157 11.... 172 17............................................................10 NICE Interaction Management and WFM Suite through Cisco SolutionsPlus ................................ Windows Server 2003 Operating Systems and SQL Server 2005 ...................................................................................7.1 Part Numbers ........3 MediaSense 9.... 173 18................... Cisco Remote Expert Mobile . 158 11......................................................................................... 167 14.. 173 18................................................................... 164 12...1 Cisco Unified Communications Services .........................2 Example 2 –Customer requiring 50 additional concurrent audio recordings .........2 Tips for Taking Advantage of Financing to Accelerate and Close More Business: .......................................................................... 171 17.....................................................................8 MediaSense Licenses Fulfillment/ Distribution ................................................................................... Cisco Services .......................... Software Support Services ................... 165 13............2 MediaSense 9..............................................................................1 Removing Sales Barriers: ............................... 2016 Page 6 of 174 ..................................................... 166 13....2 Remote Expert Mobile for Unified CCE...........................................7 Ordering Examples for Production MediaSense Systems ....... May 6.....2...... 158 11.... Cisco Servers (UCS and MCS) ...2 Not-for-Production Systems........................ Pricing subject to change................. 158 11..1................Ordering Use Case....Ordering Guide 11......................................................... For Channel Partner Use Only..... 172 17..........0 and higher ................. 165 12........................1 Remote Expert Mobile for Unified CCX customers .................. 164 12.....x part number summary tables ................ visit:..............1 Cisco Service Contract Center ....................... All rights reserved......................... 172 17............................. Packaged Contact Center and UCM customers .................6............................ 168 14......................... 173 © 2016 Cisco and/or its affiliates.............................................2 Cisco Media Convergence Servers (MCS)...................................................................3 For more information about Cisco Capital Financing...1 Cisco Unified Computing Systems (UCS) ............................................................... 170 16......... 158 11................................................ 166 14................................. Cisco Unified Intelligence Center ........................ 166 13.......... 157 11.................1 Ordering Intelligence Center version 10.....................7.......................................................... 158 11. 167 14...................................................... Cisco Capital Financing .....................................2 Cisco Unified Communications Services—Tools for Quoting and Ordering ...2................ Customer Contact SolutionsPlus Product Overview ....................6.......................9 Calabrio Search & Play and Quality Management Solutions through Cisco SolutionsPlus ....................... Not for public distribution... 166 13.... Unified ICM Hosted (Unified ICMH) please send inquiry to ask-hcs-cc@cisco. Introduction 1. For more detailed information about Cisco Contact Center products. For information on ordering the Customer Collaboration Suite (UCCE and CVP) as part of the Collaboration Enterprise Agreement. and click ‘Ordering’. For Channel Partner Use Only.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 © 2016 Cisco and/or its affiliates.com/en/US/partner/products/sw/voicesw/index.com or contact your Cisco account team.html. Not for public distribution. Pricing subject to change. Note: Cisco retains the right to make changes to this ordering guide under the terms and conditions of your Cisco software contract. packaging structure and ordering for Cisco ® Customer Collaboration solutions currently shipping releases.Ordering Guide 1. 2016 Page 7 of 174 . For example. All rights reserved.1 Purpose.com that you are interested in here http://www.com/en/US/partner/products/sw/custcosw/ps1844/index.html. 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 and Workforce Optimization options ● Unified Contact Center Enterprise ● Packaged Contact Center Enterprise ● SocialMiner ● Finesse ● Unified ICM Enterprise ● Unified Intelligence Center ● Unified IP IVR ● Unified E-Mail Interaction Manager ● Unified Web Interaction Manager ● MediaSense For information on Unified Contact Center Hosted (Unified CCH). Audience and Scope This document describes the pricing.cisco. Cisco Confidential. May 6. this is the Contact Center Enterprise ordering page: http://www. please send inquiries to CollabEA-CCSupport@cisco. 1.cisco.com. select the Customer Collaboration product on cisco. 2016 Page 8 of 174 .cisco. 1.com (with password required) is located at https://cisco-apps.cisco.com/en/US/partner/products/sw/custcosw/ps1846/prod_how_to_order.Ordering Guide on performance and scalability. 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.com/CustAdv/globalops/wwsso/service. software. Cisco Confidential.com/cisco/psn/commerce Note: https://communities. easy-to-use solution. and creating quotes. All rights reserved.com/cucst Cisco Commerce Workspace (CCW) is part of the suite of Internet commerce tools used by Cisco for managing online ordering of Cisco products. It will: ● Quote and book your service orders and manage your service contracts and renewals all with one simple.cisco. Cisco Commerce Workspace at Cisco. profitably. It can be used as the single workspace for all business transactions to register deals and quote. price. May 6.cisco. you don’t need to spend time fixing or verifying data. © 2016 Cisco and/or its affiliates.com/docs/DOC-51384 provides details on how to configure the delivery option as electronic or physical. For Channel Partner Use Only.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. and services.3 Change History This table provides a brief overview of the major changes in the versions of this guide. go to: http://tools. configure. ● Spend more time growing your business using data you can trust. searching for opportunities. ● Spend less time solving administrative problems. For additional information about CUCST.ht ml.cisco. Pricing subject to change. Here is the URL link: http://wwwin. All of the Customer Collaboration products are supported by Cisco Commerce Workspace. Not for public distribution. ● Enable you to create and proactively manage your contracts. and order Cisco products. 2015 July.0 Clerical update / formatting Extended Customer Collaboration Upgrade Offer Updated eGain Solutions Plus pricing Added clarification on CCX Outbound IVR ports in Sec 10. Pricing subject to change. and premium agent licenses Added Finesse 11. Added migration options from CCX to PCCE © 2016 Cisco and/or its affiliates. 2016 Revised SKUs for CVP Port in L-CVP-UPG Updated Nuance availability to CCX users Updated the Calabrio and NICE S+ sections to clarify that MediaSense is not a requirement. 2016 Page 9 of 174 . All rights reserved.0 SKUs Added Remote Expert Mobile Updated links to Compatibility Matrix Removed Cisco Siebel CRM Clarified licensing model for Bucher & Suter CRM connector for Salesforce Added MediaSense Media kit to CCX section Updated IPIVR HA information Removed minimum agent requirement for PCCE Updated Nuance SKUs Additional data on CVP redundant ports August 12.x & higher as orderable Remove EOL CVP 9.0 September 28. 2015 Removed CVP redundant requirement from PCCE add-on section. September 22. 2015 June 18. enhanced. Cisco Confidential.x SKU Added the subscription skus for bucher+Suter SFDC CRM Added b+S chat handling for Siebel CRM connector Removed IPCE-MC-NFR-DART & IPCE-PORTALAGT-__ references Updated CUIC section to show CUIC 10.Ordering Guide Publication date May 6. May 6. 24.5 Added MediaSense 11. 2015 July 28. Not for public distribution. 2016 Major changes compared to previous release February 16. 2015 Clarified application of MediaSense promotion for all Finesse/UCCX orders Added some clarifications on adding CVP Redundant Port licenses.0 Updated for PCCE 11. For Channel Partner Use Only. 2015 May 30.0 Clarified CAD/CTI-OS EOL impact on CCE standard. 2015 Updated the new CCX 11 promotional bundles Adjust PCCE scale Updated for SocialMiner 11. Removed the Calabrio Basic QM SKU. 2015 January 30. Updated the MediaSense ordering example with 11. 6 release Revised MediaSense. 2014 Dec 11. Not for public distribution.5 SKU information Added orderability info for EIM-WIM on HCS Added CCX NFR kits Removed CCX as a child in P/C deployment Added mailer for inquiries about Enterprise Agreement Packaged CCE UCS C server update Added UCCE 10. 2016 Page 10 of 174 . 2014 June 20. Removed UCCH and ICMH sections. Calabrio and NICE SKUs Clarified IPCE-NPSENT information Removed UCSS references. 2013 Modifications to CCE.0 content Aug 22.Ordering Guide Publication date Major changes compared to previous release Added CCX 10. inserted SWSS references Changes to CVP Port and Reporting Server licensing Updated MediaSense 10. 2013 Feb 26. 2013 © 2016 Cisco and/or its affiliates. 2013 Added two new bundle SKUs to eGain SolutionsPlus July 11. 2014 July 23. add-on seats for December 2. 2014 February 14. MCS Server section had been updated to reflect EOL.0 content Clarification on ALI ordering Updated CRM connector information Updated CCX WFO prices Added new SKUs for eGain SolutionsPlus Phase II release Added Packaged CCE upgrade information Amended the ICM to CCE promo information Oct 10.x SKUs Added NICE and Calabrio WFM SKUs Added SKUs for UCCX/MediaSense promotional bundle Added Packaged CCE 10. All rights reserved. 2013 Extension to Upgrade Customer Collaboration Promotion May 13. 2014 April 25 . For Channel Partner Use Only. Added clarification of new vs. CUIC and CVP sections to reflect that CVP and CUIC licenses are now included in the IPCENPSENT-CP bundle. 2014 September 22. 2013 Added release 10. referred interested parties to send email to ask-hcs-CC mailer for ordering information on these products Added eGain SolutionsPlus. Cisco Confidential. 2013 Updated prices for 13 eGain SolutionsPlus SKUs Added eGain SolutionsPlus support for Package CCE Aug 2. May 6. Pricing subject to change.5 information Extension to Upgrade Customer Collaboration Promotion Added additional information to eGain S+ cloud SKUs Removed obsolete ERI/ARI SKUs Added B+S Microsoft (CCE and CCX) & Salesforce.com (CCX) CRM Connectors Changed details of CVP non-production suites Added eGain S+ cloud SKUs Added release 10. 5 and 9. 2012 Updated MediaSense 8.0 SKUs October 29. and PeopleSoft CRM Connectors that are End of Sales December 6.0 SKUs Added MediaSense 9. May 6. For Channel Partner Use Only.5 section with new. All rights reserved. 2012 July 11.0 SKUs September 6. Remove End of Sales release ordering info. 2011 Sep 20. Pricing subject to change.0 ordering information for all applicable products. updated information Added CVP-NUANCE .Solutions plus for Nuance ASR & © 2016 Cisco and/or its affiliates. 2012 Added section on Calabrio SolutionsPlus April 3.0 Added Nuance S+ product codes updated Added an overview of SolutionsPlus products in chapter 15 Removed Intelligence Suite ordering information Removed references to WebView Added system release 9. 2012 June 1.Ordering Guide Publication date Major changes compared to previous release Bucher+Suter CRM Connectors through SolutionsPlus Jan 29. 2016 Page 11 of 174 . 2012 Updated Unified Intelligence Center section to incorporate new non-release specific SKUs Removed stale references to EOLed CRM Connectors Added section on NICE SolutionsPlus Updated Outbound ordering information for Packaged CCE CVP 9. 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 Replaced CCX 8. 2012 Updated SocialMiner ordering information to include IPCEBUNDLE 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. Cisco Confidential. Removed SFDC. 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 Clarified CCX Web Chat licensing and ordering Added EIM-WIM 9. Not for public distribution. 2012 April 25. MSFT. 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. 2010 Modified Exony VIM section to reflect additional and changed SKU items June 9. Not for public distribution. 2011 April 27. not the audio and video license.0 WFO options Updated CUIC NFR kit information Updated Exony VIM section March 26. Pricing subject to change. EMail. 2010 © 2016 Cisco and/or its affiliates. 2010 October 25.5 updates Added System Release 8. 2011 Fixed MediaSense NFR and NPS SKUs Updated information for MediaSense recording license Removed Unified CCX 8. 2016 Page 12 of 174 .5 ordering information and added links to new Unified CCX 8.3 Added information on new ICM to CCE migration promotion Added Cisco SocialMiner Added final Unified CCX 8. 2010 Added CVP 8. Cisco Confidential. 2010 July 6.5 ordering guide Added Customer Collaboration Upgrade Offer for CCE and CVP Revised E-Mail Interaction Manager and Web Interaction Manager sections under ICME. Modified rule to say the quantity of audio and video recording license should add up to the quantity of base license. For Channel Partner Use Only.1 pricing information March 23. and Web Collaboration Revised E-Mail Interaction Manager and Web Interaction Manager sections under Unified CCE chapter Added UCS section Update CUP ordering section Provided updated to CUP ordering with CVP Updated ordering info on CCX 8.Ordering Guide Publication date Major changes compared to previous release Aug 19.5 Added new section on Cisco MediaSense Added upgrade SKU information to CUIC section Added Unified CCE Blended Agent license for Voice. Clarified ordering examples in section 11.0 pricing Removed Universal Edition and CVP 4. 2010 April 20. 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 Feb 23. 2010 TTS Updated details for ICM to CCE migration promotion Modified MediaSense SKU table by associating UCSS SKUs with the base license. All rights reserved. May 6. 2011 December 13. 0 orderability information as 5. 7845s I3 models) Added UCSS for EIM and WIM Removed this from CCH section “Note that Siebel does not support Mobile Agent“ 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 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. 2009 Added ordering information for Microsoft Windows Server 2003 and Microsoft SQL Server 2005 Changed Chapter 10 title to “Media Convergence Servers (MCS).1. 2009. Pricing subject to change.3 Added EIM-WIM NFR Kits. May 6.0 can upgrade to 6. 2010 September 29. Cisco Confidential. Enhanced and Premium Removing EOL/EOS CCX release 4. 2016 Page 13 of 174 . 2009 February 3. 2009 Added MCS Portsmouth (7835s. Clarified use of redundant ports for CVP. not 4.0 section. 2010 Updated requirements for DLUs and UCL (User Connect Licensing) in the CCE and CCH Outbound sections. March 11. For Channel Partner Use Only.0. CCX 5. 2009 May 12. CCX miscellaneous minor corrections Removed EIM-WIM for CCX as this product is end of sale per Aug 21. Windows Server 2003 Operating Systems and SQL Server 2005” Corrected errors in CRM Connector migration licenses for ICM Added Cisco Unified Intelligence Suite Large Archiver external disk ordering information Added clarifications to Cisco Unified Intelligence Suite licensing Clarified ATP requirements for Expert Advisor.5 version Removed Customer Voice Portal and Expert Advisor OnDemand references due to program restrictions © 2016 Cisco and/or its affiliates. 2010 Updates for Unified Communications Release 8. Not for public distribution.1 Removing information on NEW system ordering from CCX 5.1.0 Addon and DIFF upgrades will remain orderable for one-year post EOS. Added information on upgrades Removed GED-125 from the ICMH-NIC License in section 8. All rights reserved. June 22.0 Standard.Ordering Guide Publication date Major changes compared to previous release Updated CUIS/CUIC section to include information for ordering Cisco Unified Intelligence Center 8 March 17.0 has reached End of Life rd Removed 3 Party PGs which are End of Life January 8. IPIVR 4. 2009 August 28. 0 Added new Remote Silent Monitoring feature of CCE and CCH Clarified SCCE All-In-One Ordering Bundle description Added the CCX to CCE migration Program (section 5.0 Release o Added section on upgrading from CVP Universal Edition (Studio 5. May 6. which was removed from CVP 7. CCH. 2008 April 16.1. 2008 Updated MCS Servers to include the 146 GB drives and Quad Core machines. Cisco Confidential. 2008 Added Customer Voice Portal licensing reference to PAK Codes and licensing URL Corrected typos and added information for hosted in CUIS section Added top-level SKU information for Cisco Unified Intelligence Suite Added new 7816 and 7825 MCS Servers Changed CCE. 2008 Added new section for Cisco Unified Expert Advisor Correct CVP OnDemand product code errors August 8.3.0 ordering information Updated End-Of-Sale informational notices for CVP 3. IP IVR. 2008 June 30. 2016 Page 14 of 174 .Ordering Guide Publication date Major changes compared to previous release December 10.6) to CVP Universal Edition 6.0 © 2016 Cisco and/or its affiliates. CCX.1 and 4. o Added section on CVP 7.1.2/Call Services 3.X SRND and inserted into this publication Added new section for Customer Voice Portal On Demand Added new section for Unified Intelligence Suite November 12. 2008 Added IPIVR 7. Added new section for Customer Voice Portal End of Sale/End of Life Overview Added new section for Customer Voice Portal Licensing. 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. Not for public distribution.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. All rights reserved. For Channel Partner Use Only.0 ordering information Added CCX 7.3 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. 2008 February 11. Pricing subject to change. operating systems.0 Extended CVP and UE EVAL kits to 90 days from 60 days Clarified use of CVP NPS. Cisco Confidential. All rights reserved.1/UE 6. Clarified when to order CVP Call Studio/Call Services.Ordering Guide Publication date Major changes compared to previous release o November 20. NFR. Clarified NIC availability and pricing for ICM Enterprise Removed Cisco Email Manager and Web Collaboration Option. 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 3.2 and Call Services. Clarified that Unified EIM and WIM require separate servers and that Windows 2003 Server and Microsoft SQL Server must be purchased separately. UE Release 6.0 versus Call Studio. UE Release 3. 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.0 media.0 and CVP 4. and application servers. NFR and EVAL kits for CVP 4. Universal Edition 6. 2016 Page 15 of 174 .1.1 ordering information Added Customer Voice Portal.2 and Call Services. Not for public distribution. All product sales will be reflected under the IPCC product family. updated port counts to NPS. UE Release 5.0 ordering information Updated for product and component name changes to Call Studio and VXML Server Clarified various items in CVP 4. 2007 CCX and IPIVR 6.6 with respect to voice browsers. Pricing subject to change. Clarified licensing of Mobile Agent for CCE/H Added CVP Reporting Server Licenses. Added Customer Voice Portal 4. Added Operate Service SKU for Outbound in CCE Summary Table. For Channel Partner Use Only. Universal Edition 6.0 were added.0 to CVP 4. 2007 October 31.0 section for better ordering understanding October 10. Corrected EVIP support on CVP as EVIP Release 10 rd Clarified 3 Party IVR Port license tiering Added Austin Logistics SolutionsPlus SKUs. 2007 Add CCE and CCH migration SKUs from CAD to CTI © 2016 Cisco and/or its affiliates. 2007 Clarified section on ordering upgrade from CVP 4. October 1. UE Release 5.6 media is part of 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 Add Exony VIM Analytics Solutions Plus pricing Reduce pricing on Informiam Call Analyzer Remove Informiam SKUs for ICM. May 6. Removed references to IP QueueManager as it is nearing end of sale Reflected price change in essential operate services on IPCE-SVR August 6.v. 2007. All rights reserved. 2007 January 15.1 o CCX 4. 2007 Updated ICM Enterprise and Hosted pricing to reflect new pricing and packaging Added new CCH pricing and packaging. 2007.1 o CCX 5. August 24.Ordering Guide Publication date Major changes compared to previous release Toolkit Premium Agent and v. 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. Pricing subject to change. Not for public distribution. June 21. 2007 Updated The CCE Premium Agent Section and associated tables to reflect the new CCE Premium Agent pricing and st packaging (includes CCMP) effective August 1 . so that the guide now covers all current CCBU products: o CVP 3.1 Updated MCS Server section with new server versions Added Informiam Solutions Plus product Initial version © 2016 Cisco and/or its affiliates.0 Quality Management and Work Force Management o IP-IVR 4. For Channel Partner Use Only. May 6. replaced Starterpack and CPS with new CCH Server and CVP options June 6. Cisco Confidential. 2007 Added Workforce optimization products (QM & WFM) to the CCX section Added non-UC 6. 2016 Page 16 of 174 .0 system release products and versions. Cisco Unified Communications Software Subscription and the related maintenance items. For Channel Partner Use Only.com For Questions on Unified ICMH and Unified UCCH.1) The chapters on Enterprise and CVP are divided into four subsections: ● Licensing: contains all information required to generate a quote for a customer. ● Product numbering summary: contains a summary table with all product numbers. Pricing subject to change.com For questions on ordering the Customer Collaboration Suite as part of the Collaboration Enterprise Agreement. 2016 Page 17 of 174 .com . ● Ordering: contains information on actually entering the order in to the Cisco ordering tool. Not for public distribution. All rights reserved. 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. May 6. please send inquiries to ask-hcscc@cisco. Cisco Confidential.1.Ordering Guide 2. ● Migration information: information on how the current licensing model maps into the previous licensing model. © 2016 Cisco and/or its affiliates. Each product line has its own chapter in the ordering guide (click on the link to jump there): ● Unified Customer Voice Portal ● Unified Contact Center Express ● Unified Contact Center Enterprise ● Packaged Contact Center Enterprise ● Unified ICM Enterprise ● Unified Intelligence Center ● SocialMiner ● Finesse ● Unified IP IVR ● Cisco MediaSense ● Email and Web Interaction Manager (in section 5. General inquires about pricing may be sent to ccbu-pricing@cisco. please send inquiries to CollabEA-CC-Support@cisco. SME certification with CVP and enhanced Studio features including local variables. All rights reserved.com or contact your Cisco account team.0 Cisco recommends that customers currently considering new deployments choose version 11.0 is the latest release. They are not required for terminating calls to Cisco Unified Contact Center Enterprise. REST client and context service . please send inquiries to
[email protected] system release. © 2016 Cisco and/or its affiliates. May 6. ● Redundant CVP Ports. 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. CVP Ports are the total number of simultaneous voice and video sessions that requires self-service or queuing. Unified CVP 11.0 Call Studio 10. Cisco Unified Customer Voice Portal (Unified CVP) This section provides licensing and ordering information for Unified Customer Voice Portal.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 11.cisco. Please note that there are several versions of Unified CVP. which supports the Unified Communications 11.0.5 Call Studio 10.5 CVP 10. For Channel Partner Use Only. Redundant ports are used when CVP ports are nonfunctional. ● Call Director Server licenses. 3.Ordering Guide 3. A Call Director server license provides call control for non Unified Contact Center solutions. so please read this section in its entirety.0 CVP10.2 CVP Ordering and Pricing Information: Customers ordering can select the various following components when ordering the product: ● CVP Ports. Pricing subject to change. 3. Not for public distribution. The number of redundant ports in a deployment cannot be more than CVP ports. Cisco Confidential. Call Director licensing is by server. and offers significant new capabilities such as Windows 2012 support. The End-of-Sale/End-of-Life dates for all versions of Customer Voice Portal and Call Studio are announced publicly here: http://www.0 Call Studio 11.html. with the number of sessions being limited by the capacity available on the server. 2016 Page 18 of 174 .com/en/US/products/sw/custcosw/ps1006/prod_eol_notices_list. For information on ordering the Customer Collaboration Suite (UCCE and CVP) as part of the Collaboration Enterprise Agreement. The CVP Reporting Server provides a repository for CVP data.X for CVP 11. one should order additional Server software license for each Redundant Server. start by ordering the top-level part number here and then configure it. Pricing subject to change. All Unified CVP systems will ship with the Operations Console. 3..X for the CVP 10. VXML Server. or Call Director software. Online Ordering of Unified CVP is available as configurable part numbers using Cisco’s online ordering tools (Cisco Commerce Work or CCW). Please note that a server license is required for every system that is providing Call Director.X CVP 11. Cisco Confidential. A license for each machine where a developer is developing CVP Self Service applications is required. Test Servers. Notfor-production. however. so be diligent in determining the number of developer machines developing CVP applications and order an equal number of Call Studio seat licenses. most core Unified CVP options are available using the part number CVP-11.2. For Channel Partner Use Only. VXML Server and Call Director software. one will be able to order the following parts: ● Server software ● Ports Additional information about each component is available in the sections below. 2016 Page 19 of 174 .Ordering Guide ● CVP Server-SW licenses. for ease of ordering. 3.0 Top Level Part Number N/A CVP-10.0 and CVP-10. To order the product. ● CVP Reporting Server licenses.1. ● Call Studio licenses. and these are for developer machines not server machines. Therefore. while a Unified Contact Center © 2016 Cisco and/or its affiliates. or queuing capabilities. 2014 Redundant ports are bundled. All rights reserved.X CVP 10. A CVP Server-SW license is required for each server that any of the following reside on: CVP ports. A CVP Report Server license is required for each copy of the software running on a virtual server. This includes servers that host the CVP Server functionality. Since from 22 nd September.1 CVP Servers CVP Server licenses are required for every server that CVP execution software will reside on.2. Redundant ports. Report Server.0 Top Level Part Number N/A CVP-10. This is typically at least 1 per CVP deployment. Evaluation kits. Call Studio licenses must be ordered separately. CVP Top level Part numbers: Product Numbers Description List Price ($US) CVP-11.0 Top Level Part Number N/A After selecting the top-level part number.1 Unified CVP Component Information The part numbers listed below provide ordering information for each CVP orderable part.X CVP 10. Not for public distribution. The Call Studio. The online ordering tool provides all CVP ordering options for each component of the CVP system. and NFR kits do not require a server license.0 version. May 6. ● If your company is considering Cisco Unified Communications in a Public Safety Answering Point (PSAP) or equivalent emergency services environment. Pricing subject to change. While redundant ports are operational at all times. One license does not provide queuing for one call. ● From 22 nd September. please contact psap@cisco. Ordering notes: ● One license provides either queuing or self-service support for one call. they often do use the call control capabilities and will require CVP Server Software for the systems that are providing the SIP call control. All rights reserved.1. one must order a minimum of X+Y ports to ensure sufficient ports are ordered.Ordering Guide Enterprise customer does not require Call Director licenses. where xx indicates the release number. at a given point in time. therefore. If a customer will have X number of calls being queued and Y number of calls receiving self-service treatment. Each CVP port license provides a user with the ability to provide selfservice or queuing for one call. 2014. For each CVP port ordered after 22 nd September 2014. May 6. Not for public distribution. Video calls are treated and sized the same as traditional audio calls for the purpose of port licensing. CVP Ports provide the queuing and self-service capabilities of CVP. The redundant ports should not be considered available for known high port utilization periods. ● Existing customers having no redundant ports deployed or less number of redundant ports than CVP ports can order additional redundant ports to match the number of CVP ports.0 Server Software $200 CVP-10-SERVER-SW CVP 10. Redundant port will not show up under this part. 2016 Page 20 of 174 . and simultaneous self-service for a second call.2.com prior to purchase or deployment. total number of ports used must not be more than the CVP ports. one redundant CVP port is bundled with it.0 Server Software $200 3. ● At any point. For adding redundant port use the SKU CVP-xx-RED-ADD. followed by one transfer (any type of transfer supported by CVP). Server part number information: Product Numbers Description List Price ($US) CVP-11-SERVER-SW CVP 11. Redundant ports are available to allow redundancy on separate servers. © 2016 Cisco and/or its affiliates. ● Each CVP port is bundled with one quantity of redundant port. the number of redundant ports cannot be more than the number of production ports. Cisco Confidential. For Channel Partner Use Only. the CVP Top level part will expand only to CVP port and one Redundant port will be automatically bundled with it. the primary purpose of redundant ports is to help ensure no loss of service.2 CVP Ports and Redundant Ports This is the main component of CVP. 7 and 2008).000 CVP-10-CC-150= CVP 10.2. For Channel Partner Use Only.0 Port License $900 CVP-11X-REDPT CVP 11. therefore Server licenses are not required for machines running Call Studio.0 $5. Call Studio is developer (user) software intended to run separately from VXML Server and Call Server.0 Call Director (includes Software Lic for 150 Ports) $40. Please note that it should not be run in a virtual environment where a single instance of the application is used by multiple users. Even though developers use Call Studio.0 $5.000 CVP-11-CC-300= CVP 11.0 Redundant ports $180 3.000 CVP-11-CC-850= CVP 11.0 Port License $900 CVP-10X-REDPT CVP 10. All rights reserved.Ordering Guide CVP Ports part number information: Product Numbers Description List Price ($US) CVP-11X-PTS CVP 11. Cisco Confidential.0 Call Director (includes Software Lic for 600 Ports) $140.000 © 2016 Cisco and/or its affiliates. Call Studio is supported only on Windows client software (Windows XP. CVP Call Director Server part number information: Product Numbers Description List Price ($US) CVP-11-CC-150= CVP 11.2. Unified Call Studio part number information: Product Numbers Description List Price ($US) CVP-STU-11= Call Studio 11. For this software only. This is typically at least 1 per CVP deployment.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.1.000 CVP-11-CC-600= CVP 11. and these are for developer machines not server machines.500 3. combine the packages below to reach the desired amount of simultaneous ports).0 Redundant ports $180 CVP-10X-PTS CVP 10. The CVP Call Director Server license provides call control for the maximum sessions allowed per a server (For additional ports.500 CVP-STU-10= Call Studio 10. May 6. a full license must be purchased by any partner or customer in order to develop applications for use on production systems.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. Not for public distribution. Pricing subject to change. so be diligent in determining the number of developer machines developing CVP applications and order an equal number of seat licenses.0 Call Director (includes Software Lic for 300 Ports) $75.0 Call Director (includes Software Lic for 850 Ports) $200.0 Call Director (includes Software Lic for 150 Ports) $40. 2016 Page 21 of 174 . the term “production use” means “use for development” and “use for production” for any type of application.1. Not for public distribution. All rights reserved.0 Call Director (includes Software Lic for 300 Ports) $75. and so forth. The standard reporting server option is no longer available.Ordering Guide CVP-10-CC-300= CVP 10. Included with the license is a relational database for querying of data to build reports.000 CVP-10-CC-600= CVP 10. Not-For-Resale Systems The Not-For-Resale kits are available for Partners. system integration testing. Call Studio is not included in this NPS Server and must be purchased separately.0 Report System – Premium $0 CVP-10-RPT-PRE= CVP 10. including: ● Server Software for 4 CVP servers ● 1 Call Studio license to be used for non-production application development for 1 machine ● 30 VXML ports license to be used for internal. CVP Report Server part number information: Product Numbers Description List Price ($US) CVP-11-RPT-PRE= CVP 11. Pricing subject to change.0 Report System – Premium $0 3.0 Call Director (includes Software Lic for 850 Ports) $200.000 CVP-10-CC-850= CVP 10. Cisco Confidential.2 Not-for-Production Systems. load testing. testing. May 6.2.1.2.000 3. The premium-reporting server supports quad processor server.5 CVP Report Server License This license provides the reporting repository for CVP data. CVP Not-for-Resale (NFR) kits are provided to partners for internal learning and demonstration purposes. Please refer to the CVP Installation and Upgrade Guide for more information. non-production purposes ● 4 Reporting Server Licenses © 2016 Cisco and/or its affiliates.0 Call Director (includes Software Lic for 600 Ports) $140. Lab systems now provide: ● Server Software License for 4 CVP servers ● 900 VXML server ports ● 4 Reporting Server License Not-for-Production Systems should be ordered when production calls will not be taken on the system. 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. Typical examples for use are lab systems for use in development. These NFR kits support all CVP functionality. The Cisco Unified Intelligence Center client provides the capability to report from data stored in the report server. The List price for CVP reporting premium server has been changed to $0 from 22 nd September 2014. For Channel Partner Use Only. 2016 Page 22 of 174 . Not for public distribution. This will provide 10. 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.2.5 CVP 10. Call Studio is considered “production use” when it’s used to develop customer solutions. The evaluation kit provides a 90-day license with: ● Server Software for 1 machine ● 30 port licenses for VXML Server.0 Not-for-production System $3. They would simply upgrade the CVP software to the next minor release and continue to use the existing license keys on their CVP system. NPS and Evaluation part number information: Product Numbers Description List Price ($US) CVP-11-NPS= CVP 11.0 Evaluation License (90 days from ship date) $25 CVP-11-NFR= CVP 11. so a full license must be purchased as a general rule – even when used by developers.0 SKUs will ship both CVP 10. Customer planning to deploy CVP 10.5 will run on 10. For example. as well as orderable through the Cisco ordering system. Customers upgrading their existing CVP servers to next minor release will no longer require upgrade license keys.5 media and the customer can choose the version they wish to deploy.5 – Order 10. For Channel Partner Use Only. so a full license must be purchased as a general rule – even when used by developers. There are no CVP 10.0 and CVP 10.0 upgrades (via PUT). CVP 10. CVP Reporting Server or Call Studio. All rights reserved.0 Not-For-Resale $100 CVP-10-NPS= CVP 10.0 Not-for-production System $3. Customers running on CVP 9. 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.995 CVP-10-EVAL= CVP 10. Call Studio is considered “production use” when it’s used to develop production solutions. will need to perform one of the following based on their current status.0 or below and willing to upgrade to CVP 10. NFR.0 release simplifies the license keys requirement for minor upgrades.5. The NFR kits are not to be used for customer evaluations or by partners for development of customer solutions. Pricing subject to change.0 and 10. with media for both 10. Note that a CVP port license is included in the Contact Center Enterprise System NFR (IPCE-NPSENT-CP and IPCE-NPSENT-EC).0 Not-For-Resale $100 3. Cisco Confidential. as long as they have a valid services contract.Ordering Guide These licenses are available through the DART program.0 and 10.0 upgrade PAKs. 2016 Page 23 of 174 .3 Ordering 10.5 or upgrade to it.5 specific SKUs for the CVP Software Server.0 Evaluation License (90 days from ship date) $25 CVP-10-NFR= CVP 10. May 6.995 CVP-11-EVAL= CVP 11. © 2016 Cisco and/or its affiliates. CVP 10.0 license keys. 4 VXML servers. Note that the upgrade license is CVP-xx-PRD-UP= which is same for all the below mentioned applications except Studio.Ordering Guide 3.x/11. for upgrading to CVP 11. where xx indicates the CVP version. CVP runs on Windows 2008 server from release 9. Customers upgrading from 9. Pricing subject to change.5 using this upgrade installer and use the existing 10. with media for both 10. This will provide 10. Reporting server. Choose the ‘advanced’ option and proceed. Cisco Confidential.x and then perform a migration.0).x/ 9.0 will need to upgrade the OS.x/11.g. customers should order an upgrade License (CVP-xx-PRD-UP=) 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).x Customers having valid service contracts for both Call Studio and VXML Server are eligible to upgrade to Unified CVP 8. Not for public distribution. (Note: You will need one such license for each machine where CVP Call/VXML server.x for the equivalent license quantities. Upgrades from 7.0 choose CVP-11-PRD-UP=) 3) Select the delivery mode (Physical or electronic) 4) Choose the appropriate numbers of CVP upgrade licenses required.5. So customers upgrading from CVP 7.0 and 10. For Studio it’s CVP-STUxx-PRD-UP=). E. May 6. The process to upgrade and deploy the CVP license is as below: 1) Login to Product Upgrade Tool (PUT) using valid service contract. Ordering CVP upgrades via PUT (Product Upgrade Tool): For CVP upgrades. then you should order 7 quantity of CVP-11PRD-UP= license.0 to 11.x/10.0 license keys.g.0 to Unified CVP 8. if upgrading all these components to release 11.0 license keys (which is same for 10.5 .0 to 10. If you have 1 call server.0. 1 reporting server and 1 NPS (lab server). (See details in CVP Installation & Upgrade Guide). Upgrade the CVP from 10.Order CVP 10. Please refer to the CVP Installation and Upgrade Guide for more information.x/9.4 New customers deploying CVP 10.0 to 10.0 to 9.0 runs on Windows 2012. Customer upgrading from 10. CVP 11. NPS or a Call director is installed.x/10. 2) Now look for the appropriate release Upgrade licenses (aka PUT licenses e. All rights reserved.0 or later are required to first upgrade to 8.5).5 – Customers with a valid services contract will have access to a CCO link to download the upgrade installer files.5. © 2016 Cisco and/or its affiliates.2.0 and 10. 2016 Page 24 of 174 . For Channel Partner Use Only.0 to 10. Not for public distribution. The upgrade licenses are priced at approximately one-third of the price of a new license. The Customer Collaboration Upgrade Offer is also available for Contact Center Enterprise (see section 5. All upgrade orders go on New Product Hold and entitlement will be verified before the order is released. May 6. customer receives PAKs and they can generate licenses on www.2. The offer consists of two parts: attractively priced upgrade licenses.0/10.com/go/license. Cisco Confidential. 2016 Page 25 of 174 . All rights reserved. Pricing subject to change. The components for which upgrade licenses are available are: 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.Ordering Guide 5) When an order is placed on PUT. It needs to be ordered separately. 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. 6) Generate upgrade license using these PAK. but do not have a valid service contract.cisco. Notes CVP 11. 2016. For Channel Partner Use Only. This offer is for CVP customers who want to upgrade to an available major release. 1 One year SWSS contract allowed for customers who cannot legally buy 3-year contracts.x upgrade media is NOT shipped as part of the upgrade SKUs.3. copy the original license and deploy the upgrade license on top of it. plus a mandatory purchase of a 31 year Service Contract. © 2016 Cisco and/or its affiliates.2).5 Customer Collaboration Upgrade Offer This section describes the Customer Collaboration Upgrade Offer which is scheduled to expire on July 30. 7) After Installing or upgrading the CVP server/reporting server (as the case may be). 000 CVP-11-CC-850= CVP 11.000 CVP-11-CC-600= CVP 11.X N/A Unified CVP Ports and redundant Ports CVP-11-SERVER-SW CVP 11.X Additional Redundant Ports N/A Unified Call Studio CVP-STU-11= Call Studio 11.X Part Numbers Product Numbers Description List Price ($US) Unified CVP Top Level Part Number CVP-11.0 $5. Not for public distribution. All rights reserved.0 Not-for-production System $3.0 Call Director (includes Software Lic for 850 Ports) $200.x $75 L-CVP-11x-CCSRVUP CVP 11. May 6.0 Port License $900 CVP-11X-REDPT CVP 11.0 Evaluation License (90 days from ship date) $25 CVP-11-NFR= CVP 11.0 Call Director (includes Software Lic for 300 Ports) $75.x server upgrade $60 L-CVP-11x-STUUPG CVP 11.0 Not-For-Resale $100 Customer Collaboration Upgrade Offer CC-UPG-BUNDLE Customer Collaboration Upgrade Offer $0 L-CVP-UPG CVP Upgrade $0 CVP-11PTSUPG CVP 11. 2016 Page 26 of 174 .0 Call Director (includes Software Lic for 150 Ports) $40.500 Unified CVP Call Director Server CVP-11-CC-150= CVP 11.x Studio upgrade $1650 L-CVP-11x-CCUPG CVP Call Control Upgrade 11.2.0 Server Software $200 CVP-11X-PTS CVP 11.0 Port License upgrade $235 CVP-11REDPTSUPG CVP 11.000 Unified CVP Report Server Licenses CVP-11-RPT-PRE= CVP 11.x Call Control Server Upgrade $10 CVP 10.CVP 11.Ordering Guide 3.X CVP 11.0 Call Director (includes Software Lic for 600 Ports) $140.0 Redundant Ports upgrade $60 L-CVP-11x-SRVUPG CVP 11. For Channel Partner Use Only.995 CVP-11-EVAL= CVP 11.0 Redundant ports $180 CVP-11X-RED-ADD CVP 11. Cisco Confidential.X Part Numbers Product Numbers Description List Price © 2016 Cisco and/or its affiliates.000 CVP-11-CC-300= CVP 11.6 Product number summary tables This section contains a summary table with all Unified CVP product number and applicable maintenance items.0 Report System – Premium $0 Unified CVP Not-for-Resale and Evaluation Kits CVP-11-NPS= CVP 11. Pricing subject to change. Ordering Guide ($US) Unified CVP Top Level Part Number CVP-10. Pricing subject to change.0 Not-For-Resale $100 Customer Collaboration Upgrade Offer CC-UPG-BUNDLE Customer Collaboration Upgrade Offer $0 L-CVP-UPG CVP Upgrade $0 L-CVP-1PTSUPG CVP 10.0 Call Director (includes Software Lic for 300 Ports) $75.x server upgrade $60 L-CVP-10x-STUUPG CVP 10.0 Call Director (includes Software Lic for 600 Ports) $140.0 Server Software $200 CVP-10X-PTS CVP 10.000 CVP-10-CC-300= CVP 10.0 Port License upgrade $235 L-CVP-1REDPTSUPG CVP 10. 2016 Page 27 of 174 .X N/A Unified CVP Ports and redundant Ports CVP-10-SERVER-SW CVP 10.0 Not-for-production System $3.500 Unified CVP Call Director Server CVP-10-CC-150= CVP 10.x Studio upgrade $1650 L-CVP-10x-CCUPG CVP Call Control Upgrade $75 L-CVP-10x-CCSRVUP CVP 10.com prior to purchase or deployment.com/go/swss ● If your company is considering Cisco Unified Communications in a Public Safety Answering Point (PSAP) or equivalent emergency services environment. © 2016 Cisco and/or its affiliates. May 6.0 Report System – Premium $0 Unified CVP Not-for-Resale and Evaluation Kits CVP-10-NPS= CVP 10. Cisco Confidential.X Additional Redundant Ports N/A Unified Call Studio CVP-STU-10= Call Studio 10.000 Unified CVP Report Server Licenses CVP-10-RPT-PRE= CVP 10.000 CVP-10-CC-850= CVP 10.995 CVP-10-EVAL= CVP 10.X CVP 10.0 Port License $900 CVP-10X-REDPT CVP 10.0 Call Director (includes Software Lic for 850 Ports) $200.0 Redundant ports $180 CVP-10X-RED-ADD CVP 10.0 Call Director (includes Software Lic for 150 Ports) $40. For Channel Partner Use Only.cisco.x Call Control Server Upgrade $10 Notes ● Details on Service contracts are available at www.000 CVP-10-CC-600= CVP 10.0 $5. All rights reserved. Not for public distribution. please contact
[email protected] Evaluation License (90 days from ship date) $25 CVP-10-NFR= CVP 10.0 Redundant Ports upgrade $60 L-CVP-10x-SRVUPG CVP 10. The redundant CVP port licenses are for use on redundant CVP call/ VXML Servers for high availability purpose. The Unified CVP Port License is only for calls that are receiving IVR treatment. 2016 Page 28 of 174 . the SKU for port license appears as CVP-11X-PTS in the Cisco on line ordering tool.8 Unified CVP Port Licenses First you must determine the number of port licenses required.2.7 Unified CVP Components Licensing Unified CVP licenses consist of Unified CVP Port Licenses.2. or CVP redundant call/ VXML Server) that will host Unified CVP software with the exception of the Reporting and Operations Server. Please consult this guide for further information on CVP SKUs regarding CVP Port Licenses. For Channel Partner Use Only. Pricing subject to change.Ordering Guide 3. Not for public distribution. Unified CVP Call Director Server Licenses. determine the busiest point in the busiest hour of the contact center. 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 (nonredundant) Unified CVP Port Licenses required. © 2016 Cisco and/or its affiliates. The important consideration here is not busy hour calls. and Unified CVP Call Studio Licenses. but the number of active calls to Unified CCE Agents must be taken into consideration when sizing the CVP Call Servers. Call Director/call control for Unified CCE Agents comes free of charge with the Unified CCE Agent License. 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). To do so. Call Director Server licenses provide the ability to perform call control without the use of IVR function (i. May 6. such as calls in self-service or in queue. 3. Unified CVP Call Server.0. Server licenses must be ordered for every server (for example. which may or may not be included for free. 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. CVP VXML Server. Cisco Confidential. 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 during agent transfers for a single call. Call Director server licenses are available. In addition to Unified CVP server licenses. CVP Reporting Server requires a separate license and CVP Operation Server does not need a server license to operate. Unified CVP Server Licenses. For CVP 11.. All rights reserved. but what calls are actually doing at the busiest moment in the day.e. Unified Redundant Port Licenses. Each port is bundled with one quantity of redundant port. Take that busiest moment of the day as a snapshot. May 6. For Channel Partner Use Only. This information is used in sizing CVP server and do not apply to port licenses except indirectly for the call director server licensing case. etc. which directly affects the number of server software licenses. Not for public distribution. For CVP 11.Ordering Guide In addition.323 Blind/Refer Transfer. Customers who have purchased redundant ports less than 100% will have an option to order additional redundant port license to make the count equal to primary port. 2016 Page 29 of 174 . hook-flash. with the exception of the Reporting and Operations Server For sizing information.2.). This is sometimes referred to as Call Director ports. All rights reserved. determine how many calls are transferred via IP switching to agents. 3.2. Please see the ordering examples in this chapter for further information. The total number of ports required is used to calculate the number of needed servers. do not include the number of calls transferred to agents in sizing the CVP server. In general. Please consult this guide for further information on CVP SKUs regarding CVP Redundant Port licenses 3. Pricing subject to change. As mentioned earlier. server sizing should be computed using the following guidelines: ● The number of needed servers corresponds directly to the number of server software licenses required. then CVP-11X-RED-ADD can be ordered separately in appropriate quantities. ● 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 SKU for redundant port license appears as CVP-11X- REDPT in the Cisco on line ordering tool. Cisco Confidential. If the customer has not purchased 100% redundant ports originally . The ordered quality for redundant ports cannot exceed the number of primary ports deployed. SIP Refer/302 Redirect. 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. H. A server license must also be ordered for each additional redundant server ordered.10 Unified CVP Server Licenses A Unified CVP Server license is required for every server on which Unified CVP software resides.9 Unified CVP Redundant Port Licenses Each port is bundled with redundant port license for orders made after 22 nd September 2014. Please Note:When calls are transferred to agents using a method that takes the call away from the Unified CVP (such as *8 TNT. TBCT.0 as an example. you do have to size the CVP solution to handle the number of concurrently transferred calls directed by © 2016 Cisco and/or its affiliates. please consult the CVP SRND document for sizing to determine the number of servers required. 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. 200 calls/ports simultaneously in the peak time. In Unified CVP 8 and later releases. For calls connected to ACD agents. Cisco Confidential. That would mean CVP has to handle 400+800 = 1. Notice that there are no call director port licenses to be ordered. That would require two CVP SIP based Call Servers with co-resident VXML Server (900*2= 1800 > 1200. For Channel Partner Use Only. 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© 2016 Cisco and/or its affiliates. There are four bundles for call director server software licenses. The number of desired call director ports/calls is limited by the capacity available for the protocol being used on the server. 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. Call Director server licenses are required as an addition to the regular server software licenses on each server.) and hence two CVP Server Software licenses are needed instead of one server license. Not for public distribution. 3. there is no Call Director server license required. All rights reserved. the SKU for call director server software license for a 150 call director ports bundled appears as CVP-11-CC-150 in the Cisco on line ordering tool. For CVP 11. such as agents on ACD systems. Please consult this guide for further information on CVP SKUs regarding CVP call director server licenses. 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. However. for calls connected to Unified CCE agents. May 6. 2016 Page 30 of 174 . no port and server licenses are required additionally for Unified CCE agent call control function usage in CVP. 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. For example. If you have a mix of Unified CCE agents and ACD agents.e.11 Unified CVP Call Director Licenses As described previously in port licenses section. See Call Capacity per protocol per Server table in the preceding section.Ordering Guide CVP to Unified CCE agents. which might lead to purchasing additional Unified CVP Server Software Licenses. you must determine the number of calls that CVP directs/ transfers to the agents and remains in call control after the initial transfer. which is the agent transfer/talking phase. you need to take into account the transferred calls to Unified Contact Center Enterprise agent directed by CVP. Call Director is licensed per server and per the desired number of call director ports/calls on each server. 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.2. The call director server software license is bundled with a pre-determined number of call director ports.0 as an example.) 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. Again. let’s assume that you need to have 400 IVR port (hence 400 port licenses).. Pricing subject to change. Please check this guide for details. It seems that a CVP Call Server can support that. Earlier two options of CVP reporting server were available. hook-flash.12 Unified CVP Video Components Licensing Unified CVP supports the video service.e. *8 TNT. you still need the call director server software licenses on each server. when CVP operates in a sole Call Director model with release port transfer to the ACD agents. you do not include these ports in sizing CVP call director servers but instead relying on the cps to size the CVP servers. the base call director server license still applies. Furthermore.e.2. May 6. For CVP 11. This product includes only the reporting repository and does not include the presentation server. Cisco Confidential. 3. The standard version supports a dual processor server with a maximum of a smaller database for basic reporting. For Channel Partner Use Only. or TBCT).2. However. However.. just pure IP Call Directing/Switching). All rights reserved.0 as an example. call director server licenses are required and there are four packages to choose from depending on the needed number of call director ports. no self-service and queuing usage in the deployment.. the CVP-11-CC-150 call director server license option) In summary.Ordering Guide service during IVR phase and only concern with the needed call director ports in order to obtain the corresponding Call Director Server software licenses. please © 2016 Cisco and/or its affiliates. The standard reporting server is being discontinued for ordering from 22 nd September 2014. the following guidelines apply to Unified CVP Call Director server licenses: ● Unified CVP Call Director licenses are not required for Unified CCE agents. Also. Included with the license is a relational database for querying of data and examples (using Crystal Reports) to build reports. a standard version and a premium version. H. Wheras the premium version supports a larger database on a four-way processor. Call Director Licenses are provided implicitly with Cisco Unified Contact Center Enterprise and do not have to be ordered separately. As such. This implies you need to select the base call director server software license for this unique call director deployment (i. This is the case when you choose to use release port transfer with a sole call director application (i.13 Unified CVP Reporting Server Licenses These licenses provide the reporting repository for Unified CVP data. Not for public distribution. Please consult this guide for further information on CVP SKUs regarding CVP reporting server licenses. 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. Follow the same licensing guidelines as if the calls were audio-only. in a sole Call Director model without using release port transfer-to ACD agents.323 Blind/Refer. 2016 Page 31 of 174 . Pricing subject to change.. ● When CVP operates in a comprehensive model (i. There is a unique situation in the pure call director application with CVP.Existing Standard reporting servers will continued to be supported until end of life dates. since the port is released. the SKU for a premium reporting software license appears as CVP-11-RPT-PRE in the Cisco on line ordering tool.e. The Video model uses the same components and licensing strategy as an audio-only Unified CVP deployment. with queuing/self-service) and there are ACD agents/TDM IVR transfers involved. 3. Call Studio licenses are required for the developers who will be building the self-service applications. Not for public distribution.15 Unified CVP License Enforcement All Unified CVP software is “node locked. For Channel Partner Use Only.2. Therefore.2. and the Unified CVP Call Server licenses are set to the maximum number of sessions allowed per server. For examples. Cisco Confidential. a server license is not required for the machines on which a Call Studio is installed. and they are installed on the developers’ PCs.This provides them with equal number of redundant ports. e.g. for customers migrating from IP IVR must order the $200.Ordering Guide note that the IBM Informix licenses are included with the following SKUs for the reporting software server: CVP-xx-RPT-PRE= Where xx is the release number.x full service appears as the CVP-11X-FEATUPG in the Cisco on line ordering/pricing tool. the MAC address is used. and CVP 11. with CVP 11. whether the call is being serviced by a selfservice application or is being queued. May 6.2. however customers are required to comply with the number of session purchased not the number of sessions provided in the license file. While customers normally have at least one Call Studio license. Those customers can purchase upgrade license to move from IPIVR to CVP. Pricing subject to change. 2016 Page 32 of 174 . From this top-level part number. one port license is consumed.0 etc.” which means that users must register their licenses and provide a server ID to receive a license. a Call Studio license is not required if you are not developing or maintaining your own applications. All rights reserved. 11 for CVP 11.0 Studio. In addition.16 Unified CVP Upgrade Licenses for IPIVR customers Customers who have valid Services Contract and are running IPIVR are entitled to software upgrade to a CVP platform. the SKU for port license upgrade from IP IVR to CVP 11. In addition. the IP address is used as a node lock mechanism. 3.0 VXML server. Please Note: A single port license is used when a VoiceXML session is established.0.00 CVP-11-SERVER-SW part. 3.10 for CVP 10. For CVP 11. 3. For CVP Call Server. Ports are enforced on the Unified CVP VXML Server.14 Unified CVP Call Studio Licenses A Call Studio license provides the environment to build a self-service application that executes on the VXML Server. © 2016 Cisco and/or its affiliates. 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.x as an example. customers can order ports (CVP-11X-FEAT-U-PT) . 3 3. 2016 Page 33 of 174 . For Channel Partner Use Only. Solution: This customer would require 450 ports of Unified CVP. All rights reserved. Once the order has been released and processed. Cisco Confidential. one server for redundancy) ● 450 Port Licenses (will receive 450 Redundant Port Licenses bundled) ● Reporting Server License is optional (If Reporting is desired.) Unified CVP components required: ● 2 Server Licenses ● 700 Port Licenses (will receive 700 Redundant Port Licenses bundled) ● 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. Unified CVP components required: ● 2 Server Licenses (one server for primary.1 Ordering Examples for Production CVP Systems 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.3.3.4 CVP Licenses Fulfillment/ Distribution This section highlights how the licenses will be distributed/ fulfilled with the order. Solution: Because queuing and self-service ports use the same license. the customer will receive the CVP Software Media along with the CVP Software License instructions and Product © 2016 Cisco and/or its affiliates.X IP IVR migration to CVP 10. and 100% redundancy across two sites. 3. and 2 Unified CVP Server Licenses. 450 redundant ports. 300 ports of self-service.X Feature Upgrade Port License $420 3.0 $0 CVP-11X-FEAT-U-PT CVP 11.X Feature Upgrade Port License $420 CVP-10X-FEAT-UPG CVP 10. Not for public distribution. May 6. this customer requires 700 Unified CVP ports and 700 redundant ports.) 3.2 Example 2 – CVP Stand-alone Ordering Use Case A customer desires a standalone (without Unified ICM or Unified CCE) self-service solution of 450 ports and 100% redundancy. Pricing subject to change.Ordering Guide Product Numbers Description List Price ($US) CVP-11X-FEAT-UPG CVP 11. an additional Server license is required for the Call Server used for Reporting . (Each site requires two servers with co-resident Call Server and VXML Server due to (700+1000)/900~2. The deployment uses SIP.0 $0 CVP-10X-FEAT-U-PT CVP 10.X IP IVR migration to CVP 11. with 2 server licenses. 10. there are multiple PAK Codes. and indirectly the self-service (offered by the CVP VXML Server component) capabilities. All rights reserved.4. 2016 Page 34 of 174 . also called PAK Codes. and not to the number of ports ordered.4. May 6. The CVP Call Server component is licensed by IP Address.) 3. which typically a combination of numbers and letters.) Please Note: The CVP Call Server licenses are tied to the CVP Server SW part. 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.com ID and license additional software that they entered a PAK code for previously. They don’t necessarily correspond one-to-one with the product line item(s) or quantities ordered. For CVP 11.com/go/license with their Cisco ID and use the PAK codes to unlock the various product SKUs ordered.1 CVP Unified Call Studio License Fulfillment Unified Call Studio license is obtained as follows: Unified Call Studio is typically tied to a developer’s machine.0 studio is tied to the MAC address of the machine. When all of the product line item(s) and quantities ordered are unlocked. When the CVP Call Server and VXML Server are coresident on the same server.Ordering Guide Authorization Keys (PAKs. You can also come back and “rehost’ it if you move the software to a new machine.cisco. the customer/partner can start to obtain the actual licenses for Unified Customer Voice Portal components. For Channel Partner Use Only. 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. 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. (Think of it like a gift certificate you get in the mail.x or 9. User should install the actual product license key using the directions in the CVP Installation Guide documentation. They can come back at any time and log in with their Cisco. 3. 3. that you enter on a website – that never expires. call control (agent transfer). Sometimes.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. Pricing subject to change.2 CVP Unified Call Server License Fulfillment As described earlier in this chapter.0.4. customers/partners will order a total N port licenses © 2016 Cisco and/or its affiliates.1. It provides queuing.) The customer (or partner) needs to log in at www. Typically. Please Note: Customers do not have to license everything at once. Cisco Confidential. Not for public distribution. Unified CVP Call Server can be installed and will run with 30 ports for 30 days without an actual product license key (i. but at the time of this writing. 2016 Page 35 of 174 .4. Therefore. or when providing call control (agent transfer). 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. After 30 days Unified CVP must be licensed for continued functionality. 3. In the future. The Cisco software fulfillment URL allows you to assign a number of Port License SKUs to each Server SKU.1 Built-in Limited CVP Port License Usage From CVP 8.com/go/license. customers/partners are required to order a CVP Server Software (SW) License for all servers that run either Call Server or VXML Server.3 CVP Unified VXML Server License Fulfillment Again as a refresher. Unified CVP has a 30-day evaluation license.cisco. set to the maximum number of Call Server sessions a server can support. they should be aware that the licenses are tied to CVPxx-SERVER-SW. you will always get 900 ports for each CVP Call Server. CVP Call Server licenses are tied to the CVP_Server_SW part. Having installed the software you can get a key from www. 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. All rights reserved. For Channel Partner Use Only.5 onwards.. as it will be larger than what they actually purchased. Not for public distribution. Without providing a maximum number of licenses.e. 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. there is a plan to have two separate port licenses.4.4. 3.3. May 6. CVP Call Server does not restrict port licenses as CVP VXML Server does.2. Cisco Confidential. no cvp. This may be confusing to customers who use the operator console to see the number of licenses available in the CVP Call Server. The Call Server and VXML server evaluation licenses now support 30 ports instead of the previously supported 2 ports on all call control servers. The licensing tool will provide a fixed number of licenses. The customer is legally allowed to use the number of Port Licenses purchased only. © 2016 Cisco and/or its affiliates. Once is for self-service and queuing and another for pure call control.license file found in CVP_HOME\conf\license. Cisco reserves the right to change the enforcement on Call Server in the future.1 Built-in Limited CVP VXML Port License Usage From CVP 8. when customers are retrieving licenses for the CVP Call Server. Pricing subject to change. 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.Ordering Guide with redundant port licenses along with a number of server licenses.5 onwards. and not to the number of ports ordered. 3. and does not require the input of ports.) As mentioned above. 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. 4. For Channel Partner Use Only. 3. with installation path node-lock on VXML Server while CVP Call Servers are IP address nodelock. the available number of ports is decremented.5 Unified CVP Call Director Server License Fulfillment Call Director Licenses are additional licenses on top of the CVP Call Server licenses. Not for public distribution. For the servers running CVP VXML Servers alone. In the example. Cisco Confidential.4 CVP Unified Reporting Server License Fulfillment Customers who order a reporting server license will receive a PAK for the CVP Reporting Server. however. of which 200 are used for the primary server and 200 for the redundant server. Note that Call Director ports are ordered in bundles (e. Pricing subject to change. Install the actual product license key using the directions in the CVP Installation Guide. The fulfillment of CVP Call Server licenses will apply to call director deployment model meaning there is no additionally specific call director license fulfillment. For example.g.4. and 850) and not by port from CVP Release 4.cisco.6 Summary of CVP License Fulfillment 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. which is double the number of ordered CVP ports. 3. These keys are the total. Note that the customer/partner will receive a CVP Call Server license for every CVP-xxSERVER-SW license ordered. CVP Reporting Server licenses are similar to CVP Call Server licenses in that they are tied to IP addresses and the same fulfillment mechanism applies. you may have ordered 400 ports (400 regular ports and 400 redundant ports bundled along with) for two VXML Servers. Customers should order Call Director licenses according to their need of call control/director sessions/ports.x and later. As port licenses are created for each server. 2016 Page 36 of 174 . May 6. including the redundant ports . 150. 600. while the customer must order CVP-xx-SERVER-SW for each CVP VXML Servers. For example. you will get the following: ● Two keys for Call Server for 900 ports tied to each server’s IP address ● One key for VXML Server for 400 ports. you may not need anything but the two keys for 900 ports for Call Server to do queuing – but you’ll get both. All rights reserved. customer will be provided with all the needed licenses for any CVP deployment models. preventing customers from creating more licenses than actually ordered. when you go to www.com/go/license to 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). © 2016 Cisco and/or its affiliates.Ordering Guide The Total_Num_Ports is the total count of licenses customer ordered for all servers. the CVP Call Server PAKs are also issued but not used on the stand-alone CVP VXML Servers. you can assign 200 ports to one server and not fulfill the others until later.4. 300. 3. Cisco does not provide UCSS or ESW for these products.Ordering Guide Please Note: The customer is legally entitled to use only what has been ordered. Not for public distribution. For Channel Partner Use Only.1 ASR/TTS Licensing Cisco now offers Solutions Plus (order fulfillment of Nuance ASR & TTS).1 YR Maint (provided by Nuance) CVP-NU-VOC-B-HB Vocalizer basic-Hot Backup CVP-NU-VOC-BH-MN Vocalizer 5.5. 2016 Page 37 of 174 . All rights reserved. Items partners should ensure are completed prior to ordering the system include: Validation of the application by Nuance. without Cisco involvement. Customer acceptance of Nuance End-User License Agreement. May 6. Note: All Nuance products ordered will be placed under a ‘Compliance hold’.1.1 Nuance Part Number and Pricing. 3.0 – Basic CVP-NUA-VOC-MNT-B Nuance Vocalizer Basic.0-HB Maintenance (provided by Nuance) CVP-NU-VOC-AL Nuance Vocalizer – additional languages 170 CVP-NU-VOC-AL-MN Nuance Vocalizer – additional languages Maintenance (provided by Nuance) 40 200 46 100 23 98 © 2016 Cisco and/or its affiliates. not what has been fulfilled. Understanding that support is provided by Nuance. 3. Cisco Confidential. Pricing subject to change. As Cisco is providing order fulfillment exclusively for these Nuance products. preventing release of the product until Cisco has received confirmation from Nuance that order meets. This enables customers to purchase these core Nuance products & Nuance Support through Cisco. Note that this is not a Cisco support contract (like ESW). but that support is provided by Nuance directly. 3. with different warranty.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. backup and additional languages CVP-NUA-VOC-B Vocalizer 5. partners must work closely with Nuance to ensure the product is sold properly.5. Cisco thinks this fulfillment policy makes use of the product more flexible. Nuance annual support contracts are also offered through the product codes in grey below. and customer expectations are met. 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.0 basic-HB Maintenance (provided by Nuance) CVP-NUA-VOC Vocalizer 5.5 Non-CVP Components Licensing This section describes other non-CVP components licensing used in CVP solution. Not for public distribution. For Channel Partner Use Only. Cisco Confidential. Pricing subject to change. backup and additional languages 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 nd CVP-NU-RC-T2-2L Nuance Recognizer Tier 2-2 language CVP-NU-RC-T2-2-MN Nuance Recognizer Tier 2-2 language Maintenance (provided by Nuance) 220 nd nd 51 CVP-NU-RC-T2-2LH Nuance Recognizer Tier 2-2 language HB CVP-NU-RC-T2-2LHM Nuance Recognizer Tier 2-2nd language Hot Backup Maintenance (provided by Nuance) 110 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) Recognizer Tier 3. backup and additional languages CVP-NUA-RC-T3 Nuance Recognizer Tier 3 1600 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 nd CVP-NU-RC-T3-2L Nuance Recognizer Tier 3-2 language CVP-NU-RC-T3-2-MN Nuance Recognizer Tier 3-2nd language Maintenance (provided by Nuance) CVP-NU-RC-T3-2LH nd Nuance Recognizer Tier 3-2 language HB 320 74 160 nd CVP-NU-RC-T3-2LHM Nuance Recognizer Tier 3-2 language Hot Backup Maintenance (provided by Nuance) CVP-NUA-RC-T3-3L Nuance Recognizer Tier 3-3+ language 640 CVP-NU-RC-T3-3-MN Nuance Recognizer Tier 3-3+ language Maintenance (provided by Nuance) 148 CVP-NUA-RC-T3-3LH Nuance Recognizer Tier 3-3+ language HB 320 CVP-NU-RC-T3-3LHM Nuance Recognizer Tier 3-3+ language Hot Backup Maintenance (provided by Nuance) Recognizer Tier 4. backup and additional languages CVP-NUA-RC-T4 Nuance Recognizer Tier 4 2000 CVP-NUA-RC-T4-MNT Nuance Recognizer Tier 4 Maintenance (provided by Nuance) CVP-NU-RC-T4HB Nuance Recognizer Tier 4 Hot Backup CVP-NU-RC-T4H-MN Nuance Recognizer Tier 4 Hot Backup Maintenance (provided by Nuance) nd CVP-NU-RC-T4-2L Nuance Recognizer Tier 4-2 language CVP-NU-RC-T4-2-MN Nuance Recognizer Tier 4-2nd language Maintenance (provided by Nuance) 460 1000 230 400 92 © 2016 Cisco and/or its affiliates. 2016 Page 38 of 174 . May 6. All rights reserved.Ordering Guide Product Numbers Description List Price (S) 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. so any ASR and TTS licenses that were obtained in the first phase are not automatically released.1.2 List Price (S) Nuance Licensing and CVPs Nuance ASR and TTS licenses are carefully enforced for all the vendors currently supported by Unified CVP.Ordering Guide Product Numbers Description List Price (S) nd CVP-NU-RC-T4-2LH Nuance Recognizer Tier 4-2 language HB CVP-NU-RC-T4-2LHM Nuance Recognizer Tier 4-2 language Hot Backup Maintenance (provided by Nuance) 200 CVP-NU-RC-T4-3L Nuance Recognizer Tier 4-3+ language 800 CVP-NU-RC-T4-3-MN Nuance Recognizer Tier 4-3+ language Maintenance (provided by Nuance) 184 CVP-NU-RC-T4-3LH Nuance Recognizer Tier 4-3+ language HB 400 CVP-NU-RC-T4-3LHM Nuance Recognizer Tier 4-3+ language Hot Backup Maintenance (provided by Nuance) nd Note that Nuance products are not eligible for VIP. 2016 Page 39 of 174 . however. Removing it from the VoiceXML gateway releases the ASR and TTS licenses. 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. For Channel Partner Use Only. and © 2016 Cisco and/or its affiliates. Not for public distribution. The same VoiceXML gateway session remains active across the transition.3 ASR/TTS License Released in Queuing You can. Pricing subject to change. Four additional SKUs are available for specifying the version of Vocalizer and Recognizer. Cisco Confidential. ASR and TTS licenses are independent: a call checks out an ASR license when it first needs to use ASR services. 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. and it is reserved until the call leaves the VoiceXML gateway.5. All rights reserved. Please Note: This behavior is different than VXML Server licenses. or additional discounting (DSA discounts are not available). However.5. you will most likely want to release the ASR and TTS licenses. If you plan to move calls from self-service to queuing functionality. The license is checked out the moment a call needs to use it. May 6. and a TTS license when it first needs to use TTS services. Choose the appropriate SKU for ordering the relevant media. It does not know that the call has progressed from self-service to queuing services. Also. 3. Product Numbers Description CVP-NUA-VOC6 Nuance Vocalizer version 6 0 CVP-NUA-VOC5 Nuance Vocalizer version 5 0 CVP-NUA-NR10 Nuance Recognizer version 10 0 CVP-NUA-NR9 Nuance Recognizer version 9 0 3.1. g.e. the SKU for 192 VXML sessions is AS535XM-VXML-192-V. This also applies to Gatekeeper ordering. 3700. or 3800 Series Routers) as VoiceXML gateways..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. © 2016 Cisco and/or its affiliates. Pricing subject to change. Cisco Confidential.5. but this time without ASR and TTS licenses. DSP-less option). you must purchase additionally FL-VXML-1 or FL-VXML-12 licenses to enable the VXML functionality. e. All rights reserved. IP+ IOS”. For Channel Partner Use Only. 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). 8 AS5X-PVDM2-64. If the AS5xxx is used as a dedicated VXML GW (i. Not for public distribution. 3.Ordering Guide redelivering the call makes it immediately available to play queue prompts again. 2016 Page 40 of 174 . you have multiple VXML license options. the SKU for AS5xxx bundle is “AS535XM-8T1-V-HC: AS5350XM HighDensity Voice w/ 8T1. May 6. 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. For example. Please note that if you are using any of the Cisco Integrated Services Router (ISR) gateways (Cisco 2800. which will have VXML functionality embedded. 2016 Page 41 of 174 . html. Quality Manager (QM) user licenses 8.1 The Communications Sizing Tool (http://tools.5).com/en/US/partner/products/sw/custcosw/ps1846/prod_eol_notices_list.0. Predictive and Progressive Outbound Agent. 8.1 Server vs. 8.5 and 9. © 2016 Cisco and/or its affiliates. Outbound IVR port and Outbound progressive and predictive agent licenses 5. Advanced Quality Manager (AQM) user licenses 9.1 and 4.0.5) supports Preview.Ordering Guide 4. May 6. Workforce Management (WFM) user licenses Licenses are obtained by purchasing the appropriate product ID for type of seat and server software desired.x (4. Customers on these systems cannot purchase additional components and need to migrate to a version available for sale.cisco. 4. 4. 6.2 Overview of End of Life and End of Sale Status for Cisco Unified CCX Versions For detailed EOL milestones please see http://www.0.cisco.jsp) is required for any Cisco Unified Computing System based configuration.com/cucst/faces/login. Inbound voice user licenses Support Cisco Unified Presence Server in Standard. Compliance Recording (CR) user licenses 7.x (3.0 versions are End of Life and End of Sale. Pricing subject to change. 5. 2.3.0.1 and 3. Enhanced and Premium Premium (with Cisco Agent Desktop) includes blended Preview Outbound. Agent E-mail is supported with Finesse in CCX 10. 4. Cisco Unified Contact Center Express (Unified CCX) Cisco’s Configuration and Pricing Tools 4.0. 7. 4. Cisco Finesse with Premium licenses (version 10. 3. For Channel Partner Use Only. 4. Finesse Recording Licenses (for CCX 10 and later) 6. Not for public distribution.3 Overview of Cisco Unified CCX Licensing The following licenses are available for use with Unified CCX: 1. Cisco Confidential. All Cisco Unified CCX 3.5). All rights reserved. Seat licenses The CCX primary and High Availability standby server each requires a server license.6 and later. For Non-HA UCCX the server license is included with the seat licenses when a new order is placed and for UCCX with HA.0. Web Chat. a separate HA license for the dual server cluster is required. Non-High Availability (HA) Active server software license (these are auto-included with new seat orders) 3. Agent E-Mail and Web Chat. HA Standby server software licenses 4. Note that the © 2016 Cisco and/or its affiliates. Whenever an outbound IVR session and a progressive/predictive agent calls begins a license is consumed.x. A SocialMiner server license has to be purchased if the customer is deploying Web Chat. All rights reserved. Each shift has 100 logged in users.6 Finesse Recording Licenses Whenever a Finesse recording session via MediaSense is initiated a recording license is consumed.3. Advanced Quality Manager and Workforce Management.3 Node Locked vs.2 Port licenses Each CCX Premium Outbound IVR port requires a port license. 4.0 the CCX primary server will be the only node-locked server license. Quality Manager. Examples of named users include: Recorded or scheduled agent Supervisor using the desktop Manager. including High Availability standby server and all seat options. Company A needs to purchase only 100 concurrent user licenses.4 Concurrent vs.x. Cisco Confidential. including WFO seat options.Ordering Guide 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.x server software is NOT node locked. 4. 4. Company B must purchase 300 named licenses. Non Node Locked Server Software Licenses For all releases 3. 4. Named User (seat) Licenses Concurrent licenses apply to logged in users. Concurrent Licensing Example: Company A has 300 unique users that work in 3 shifts.x. will be node-locked to the CCX primary server. 2016 Page 42 of 174 . Named user licenses are required for all WFO options including Compliance Recording. 5. 6. 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. Named licenses apply to unique individual users regardless of their logged in status.3.3. May 6. 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. Nodes are locked via a virtual MAC address. evaluator or other person with a login 4.5 Concurrent Outbound IVR Licenses Outbound IVR ports are licensed concurrently. Different individuals may share a concurrent license as long as only one of them is logged in. There is no Outbound IVR server license as Outbound IVR is integrated with Unified CCX.x and 7. named users). Not for public distribution. All other components.3. Beginning in release 8.3. 4. Named Licensing Example: Company B has 300 unique users that work in 3 shifts and each needs access to the licensed option. For Channel Partner Use Only. Each shift has 100 logged in users. Pricing subject to change. This applies for consolidation of multiple CCX © 2016 Cisco and/or its affiliates. 2016 Page 43 of 174 . distributes. Windows Server and Microsoft SQL Server licenses are required and must be purchased separately from a Microsoft reseller.3. 4. splits and merges License redistribution When a customer needs to redistribute licenses over multiple CCX system. and when used for recording non-CCX users. Prior versions of Unified CCX provide Workforce Management user licenses only with Premium licenses it is optional as to whether or not Workforce Management user licenses are purchased.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.7 Concurrent licenses apply to logged in users. Any combination of CR.3. Workforce Management user licenses may be purchased with Unified CCX Premium and Enhanced Licenses in Unified CCX 10. Unified Workforce Management requires a dedicated server. Cisco Confidential. Unified CCX Workforce Management user licenses are obtained by purchasing the Workforce Management user product ID. separate from those used for Unified CCX inbound voice or any other Unified CCX options. These products are packaged to work only with CCX.com needs to be opened. May 6. Windows Server and Microsoft SQL Server licenses are required and must be purchased separately from a Microsoft reseller.8 Unified CCX Compliance Recording (CR).3. 4. QM and AQM user licenses may be purchased for Unified CCX Premium or Enhanced (new in CCX 10. Other deployment models are available and may be required depending on size of deployment. It is optional as to whether or not CR.0) only. Advanced Quality Manager (AQM) Each unique recording user must have a named user license. (A)QM and WFM cannot be purchased without CCX seats. All rights reserved. For Channel Partner Use Only. HA is not available for Unified CCX Standard. 4. 4. separate from those used for Unified CCX inbound voice any other Unified CCX options. a case with licensing@cisco. HA is optional for Unified CCX Enhanced or Premium. QM and/or AQM. Recording user licenses are obtained by purchasing the desired recording user product ID for CR. QM and AQM may be deployed on a single dedicated server.3. Pricing subject to change. Not for public distribution. Enhanced or Premium. Different individuals may share a Unified CCX Workforce Management Each unique Workforce Management user must have a named user license.Ordering Guide maximum number of concurrent Finesse recordings is also automatically limited by the capacity available on the MediaSense server based on playback and monitoring sessions. Note that CR.10 License downgrades.0 and later. CR user licenses may be purchased for Unified CCX Standard. QM or AQM user licenses are purchased. Quality Manager (QM). Note that redistribution is only possible when licenses are of the same type (i.Ordering Guide systems into a single one. e. when a customer orders a 11. Not for public distribution. customers need to procure Contact Center Express Enhanced or Premium Licenses as described in this ordering guide..3. so that the entitlement can be researched. customer/partner name. Std. 2016 Page 44 of 174 .com. etc. the ordered needs to be RMA’ed and a new order needs to be placed. providing as much information about the original order as possible.g. time frame of order. All rights reserved.11 Bucher+Suter CRM Connectors for Cisco Unified Contact Center Express through Cisco SolutionsPlus Bucher and Suter’s suite of CRM Connectors streamlines business operations and provides elegant integration to CRM applications. For Channel Partner Use Only. Customers will need to provide entitlement details (e. Customers who are not able to provide either of these details should mail the request to ipcc-express-pm@cisco. as a mix on a single system is not supported.0 system. Pricing subject to change. 4. The list of CRM Connectors available via SolutionsPlus includes: Bucher+Suter Connects for Salesforce Bucher+Suter Connects for Microsoft Dynamics © 2016 Cisco and/or its affiliates. These CRM connectors are applied on top of enhanced or premium license seats and require the customer to use Cisco Finesse. number of licenses ordered. Release downgrades Release downgrades are not supported. May 6. Cisco Confidential.0 license that needs to be deployed on an 10. as well as for moving some agent licenses from one system to another. Enh. SO#. Pre). PAK or existing license files) to obtain new license files. For example.e.g. Each of these products operates within a Contact Center Express Environment and as pre-requisite. 0 deployment). not concurrent agent © 2016 Cisco and/or its affiliates. the maintenance and the right to get new versions (upgrades) of the software for 12 months.g.3. As opposed to a perpetual license model. where the customer owns the software and the maintenance and upgrade subscription are renewed on a yearly base. The price for a seat license is the same regardless of whether it is a new deployment or add-on to an existing deployment. Cisco Confidential. Description List Price ($US) Product Numbers B+S Connects for Salesforce – CCX Edition – voice agent “Software Subscription” $456 12 month “Software Subscription” Contract IPCX-BS-SF-VAGT-1Y Pricing is per named agent. For Channel Partner Use Only. which are required for installation. May 6.g. Customers who are adding seats to an existing deployment of the Bucher+Suter SolutionsPlus CRM Connector should order product numbers underneath the top-level add-on option class for the CCX version that they have (e. “CCX-11-ADD-K9” for an 11. The customer purchases the right to use the software for a predefined timeframe. Failure to provide the Salesforce Org ID will block installation of software.Ordering Guide 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 new deployment option class for the CCX version that they have or are purchasing (e. The b+s Connects for Salesforce “Software Subscription” model includes the right to use. the “Software Subscription” model offers the end customer a consumption based approach via a 12 month contract.0 deployment). the Partner must obtain the end customers Salesforce organization ID and provide that to Bucher + Suter. ** REQUIREMENT for end customer Salesforce Organization ID: Please note. Not for public distribution.11. Please note that the b+s Connects for Salesforce “Software Subscription” does not include Professional Services. Customers need to select a Premium Add-on or Enhanced Add-on Licenses. 2016 Page 45 of 174 . Pricing subject to change.1 b+s Connects for Salesforce – CCX Edition The b+s Connects for Salesforce is sold based on a “Software Subscription” approach. 4. There is no minimum or maximum number of seats for add-on deployments. Note that new deployments are limited to a minimum of 20 seats with no maximum number of seats. All rights reserved. “CCX-11-LIC-K9” for an 11. Customers need to select Premium or Enhanced Licenses. 1 Prerequisites for Connects for Salesforce – CCX Edition The prerequisites for the b+s Connects for Salesforce are listed and described in the latest release notes found here: http://www.1.11. Pricing subject to change. 4.1.3 Professional Services for Implementation Bucher + Suter provides deployment and project services on a case by case basis for an additional charge.3.3.3.1. Support contracts are available which provide: • • Telephone and email support • Guaranteed response time as shown in the SLA (via phone) • 24 x 7 access to the support center Available 24 x 7 maintenance model is included in the “Software Subscription” pricing Model/SLA "Silver" 22% Major Reaction Time [h] Intervention Time [h] Escalation Time [h] Minor 1 6 12 24 N/A Important Notes: © 2016 Cisco and/or its affiliates. 2016 Page 46 of 174 . Please contact Bucher + Suter for expected lead times and engineering availability. Not for public distribution.Ordering Guide 4.11. Trial deployment in production ORGs is available for 30 days for 5 users.3.11. Cisco Confidential.com/products/crmconnectors/documentation. For Channel Partner Use Only. Bucher + Suter deployment services for all other perpetual license or “Software Subscription” orders (non-migration SKUs) are optional but highly recommended for the first implementation.bucher-suter.4 Maintenance Information included in the “Software Subscription” contract Bucher + Suter software maintenance is included in the service fee. The connector can be deployed in Salesforce sandboxes ORGs.php 4.2 Lab/Non-Production (NPS) Systems NPS are not available for b+s Connects for Salesforce .1.com 4.CCX and CCE Editions.11. For implementation services please contact Bucher + Suter directly: Bucher + Suter Sales: United States: 1-800-917-9060 Rest of the world: +41 31 917 52 00 info@bucher-suter. May 6. All rights reserved. Service Orders are non-cancelable by Customer after acceptance by b+s. For Channel Partner Use Only.5 Service Orders (“Software Subscription”) Existing Service Orders (“Software Subscription”) shall automatically renew unless terminated by either party by providing thirty (30) days prior written notice to the other party. Cisco Confidential. nonpayment.6 Provisioning Information for “Software Subscription” Upon receiving the Cisco shipment notification Customer is required to activate the “Software Subscription” using Bucher + Suter’s online form. A license is required for each agent at maximum utilization. After filling out this information the partner receive via email instructions for downloading the b+s software and implementation guide.3. Not for public distribution.1.2 Bucher+Suter Connects for Microsoft Dynamics In order to use the Bucher+Suter Connects for Microsoft Dynamics.bucher-suter. 2016 Page 47 of 174 .com/products/ciscossolutionplusprogram. All rights reserved. No Cancellation. 4.Ordering Guide Pricing above includes major upgrades of the connector. 4.11. May 6.1. “Software Subscription” pricing does not cover Professional Services for upgrades. regardless of any termination. Pricing subject to change. prior to the end of the term of the Service Order. customers must procure their own Microsoft Dynamics license.11. and the number of user subscriptions specified in an accepted Service Order cannot be decreased.php Customer must provide following information: a) Cisco SO# b) Customer name and location c) Salesforce Organization identification number (Org ID) d) “Software Subscription” service effective start date e) Partner name and contact details of person to be contacted for renewal The effective start date is no later than 3 months after order initiation (by Cisco) date. Description List Price ($US) Product Numbers IPCX-BS-MSD-VAGT Bucher+Suter CRM Connector for Microsoft Dynamicsl (Voice Only) $600 © 2016 Cisco and/or its affiliates. 4. nonuse or other conduct or inaction on the Customer’s part.3.11.3. Note: The connector licenses for Microsoft Dynamics are based on the number of concurrent agents. http://www. the Cisco partner is required to register the sale.Ordering Guide 4. May 6.x Fresh Install 5.0 Indirect Upgrade 8.5 Indirect Upgrade 9.2.4 Supported Upgrade Paths The following upgrade paths are supported: Direct Upgrade Indirect Upgrade Fresh Install Upgrades to CCX 11 From Upgrade Migration Type 2.3.0 Fresh Install 8.x. 4. Pricing subject to change. 3.3 Professional Services Optionally Bucher + Suter will provide professional services for software installation and project deployment and management to the Partner. Such professional services are for sale directly from Bucher + Suter.3.11.3.x Fresh Install 6.com/products/ciscossolutionplusprogram/partnerorderformsol. 2016 Page 48 of 174 .] 4. 4. Cisco Confidential.1 License Enablement Once a customer sale has been completed.0 Fresh Install 7. informing Bucher + Suter of the sale and the Cisco Sales Order number. For Channel Partner Use Only.2.11.0 Direct Upgrade 10.0 Direct Upgrade © 2016 Cisco and/or its affiliates.2. Not for public distribution. will Bucher + Suter authorize download of the software and provide the Partner with instructions for obtaining the software download. All rights reserved. 4. This maintenance support is only available for sale directly from Bucher + Suter and is not orderable via Cisco Solutions Plus program.2 Software Maintenance Please note that every sale of Bucher + Suter licenses must have an accompanied maintenance support order for said licenses.x. To register the sale Partners must go to the Bucher + Suter form registration link at http://bucher-suter.php Only after Purchase Orders are received by Bucher + Suter for maintenance and the license sale is registered using the above procedure.11. Ordering Guide Upgrades to CCX 10.6 From Upgrade Migration Type 2.x, 3.x, 4.x Fresh Install 5.x Fresh Install 6.0 Fresh Install 7.0 Fresh Install 8.0 Indirect Upgrade 8.5 Direct Upgrade 9.0 Direct Upgrade 10.0 Direct Upgrade Upgrades to CCX 10.5 From Upgrade Migration Type 2.x, 3.x, 4.x Fresh Install 5.x Fresh Install 6.0 Fresh Install 7.0 Fresh Install 8.0 Indirect Upgrade 8.5 Direct Upgrade 9.0 Direct Upgrade 10.0 Direct Upgrade Upgrades to CCX 10 From Upgrade Migration Type 2.x, 3.x, 4.x Fresh Install 5.x Fresh Install 6.0 Fresh Install 7.0 Fresh Install 8.0 Direct Upgrade 8.5 Direct Upgrade 9.0 Direct Upgrade 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 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 © 2016 Cisco and/or its affiliates. All rights reserved. Cisco Confidential. For Channel Partner Use Only. Not for public distribution. Pricing subject to change. May 6, 2016 Page 49 of 174 Ordering Guide 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 the Product Upgrade Tool require ordering of each interim release upgrade ($0). Customers desiring to simply perform a fresh install of CCX rather than perform an interim upgrade will need to open a case with
[email protected] to obtain new CCX licenses. Fresh Install: A new, fresh install is required. No support for migration of configuration data, historical data, workflows or any other information from one release to another. 4.4.1 Upgrading Unified CCX Licenses Using ESW/UCSS or SWSS Any customer with a valid ESW and Unified Communications Software Subscription or SWSS 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) or Software Support Service (SWSS) 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/SWSS upgrade customers. 4.5 Migration from Cisco Unified CCX to Cisco Packaged Contact Center Enterprise (PCCE) or vice versa For migration from CCX to PCCE, please refer to section 6.7.1 in the Cisco Packaged Contact Center Enterprise chapter of this Ordering Guide. Cisco does not support migrations from PCCE to UCCX via product SKUs. Any such migration must result in a purchase of new Unified CC PIDs. Any discounting required must go through DSA. Account teams submitting such deals to DSA must obtain © 2016 Cisco and/or its affiliates. All rights reserved. Cisco Confidential. For Channel Partner Use Only. Not for public distribution. Pricing subject to change. May 6, 2016 Page 50 of 174 Ordering Guide Business Unit approval by contacting Unified CCX Product Management Product Management at
[email protected]. 4.6 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 Business Unit approval by contacting Unified CCX Product Management Product Management at
[email protected]. 4.7 4.7.1 Cisco Unified CCX 11.0 General information 4.7.1.1 Scope and reading guide Please read the general information in Section 4 and then turn to the section that covers your specific ordering scenario: Chapter 4.7.2 New Unified CCX 11.0 Systems Chapters 4.7.3 and 4.10.3: 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 11.0 system Chapter 4.7.4 Release upgrades with ESW or Unified Communication Subscription Service (UCSS) of Software Support Services (SWSS) from earlier releases of Unified CCX to Unified CCX 11.0 Chapter 4.7.5: Release upgrades without ESW or UCSS or SWSS from earlier releases of Unified CCX to Unified CCX 11.0, or seat upgrade (e.g. from enhanced to premium). These are called a-la-carte upgrades. 4.7.1.2 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. Note: https://communities.cisco.com/docs/DOC-51384 provides details on how to configure the delivery option as electronic or physical. © 2016 Cisco and/or its affiliates. All rights reserved. Cisco Confidential. For Channel Partner Use Only. Not for public distribution. Pricing subject to change. May 6, 2016 Page 51 of 174 QM. 4.g. 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.2.7.7. for whatever reason. Follow the process described on the installation guide to install the license file on the system. You cannot use the license if you edit the contents of the file in any way.7. such as HA or CR. You must enter a valid e-mail address as well as the number of nodes for which you need licenses. May 6.2) © 2016 Cisco and/or its affiliates.2. Media (if needed) needs to be ordered separately. 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. Note that this is a Cisco internal tool only: requests will have to be made through your Cisco account team. Unified CCX Product Management will review these requests.cisco. Note that add-on and upgrade licenses are installed in addition to the licenses that are already on the system.7. 4.2. complete the following steps: Enter the PAK that you received in the License Registration Web tool at http://www. These licenses are valid for 60 days after installation. Not for public distribution. Follow the system prompts. licenses need to be ordered. Upon approval the license file will be emailed to the address provided. To obtain a license file for the Unified CCX servers.4 Activating Unified CCX licenses When a Unified CCX license is ordered. For Channel Partner Use Only. so please provided detailed reasons why temporary licenses are needed in the ‘remarks’ field. AQM or WFM Release upgrades Media does not need to be ordered for: Expansions Seat upgrades (e.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 (sections 4. If.Ordering Guide 4.2 Ordering New Systems CCX 11.com/go/license and click submit. STD to PRE in the same version of Unified CCX) 4. All rights reserved. You must enter the License MAC of the first node of the Unified CCX cluster. The system sends the license file(s) to you via e-mail by using the E-mail ID that you provided. 2016 Page 52 of 174 . they can be requested by Cisco account teams using the internal temporary license tool.1) Licenses (section 4. Cisco Confidential. Pricing subject to change.3 What needs to be ordered? For all types of orders.10.1.1 and 4.1.7. temporary licenses are needed for an extended period.1.5 Temporary Licenses Every Unified CCX media kit ships with demo licenses to facilitate installation and testing before production/permanent licenses arrive.7. Cisco Confidential. Enhanced seat.2 Licenses Media shipment (as ordered using the product codes described in section 4.7. Premium seat.2. See chapter 12 of the Ordering Guide for Cisco Customer Contact Solutions for information about UCS ordering.0 SocialMiner .3 PLEASE NOTE: Cisco Unified Computing Servers (UCS) must be configured and ordered separately.1) does not include licenses. The same part number can be configured for physical delivery of the media or electronic software delivery. Web Chat.2. Outbound IVR CCX11CRMEDIAKITK9 CCX 11.7.1 Media To obtain media kits the following must be configured: CCX-11-MED-K9 CCX 11. Pricing subject to change. 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 4.1 SocialMiner for Unified CCX or CCE customers. There is a minimum requirement to order ten Unified CCX seat licenses when ordering a new system.0 will need to order the SocialMiner media kit and the SocialMiner server license.NO LICENSES The following media kits that can be configured using the product code above.0 Workforce Management Qty 1 Media Kit .0 Quality Manager Qty 1 Media Kit NO LICENSES Quality Management CCX11AQMMEDKITK9 CCX 11.0 Adv Quality Manager Qty 1 Media Kit NO LICENSES Advanced Quality Management CCX-11WFMMEDIAKIT CCX 11. details of which are available in Section 8. Enhanced High Availability.NO LICENSES Workforce Management CCEH-SM-V110-K9 Media kit for SocialMiner 11.7. Unified CCX Media must still be ordered via one of the product codes above 4.2.0 Compliance Recording Qty 1 Media Kit . All rights reserved. licenses and upgrade licenses. Not for public distribution. Cisco recommends selection of eDelivery option. 2016 Page 53 of 174 . © 2016 Cisco and/or its affiliates. Customers who wish to deploy Web Chat with CCX 11.0 Media Kits . Finesse Email MCP-11MEDIAKIT-K9 Media kit for MediaSense 11.NO LICENSES Standard seat.7. The following table specifies the details: Product Code Contents – NO LICENSES Used with which licenses CCX-11MEDIAKIT-K9 CCX 11. Licenses MUST be ordered separately using the product codes below.0 Qty 1 CCX Media Kit .NO LICENSES Compliance Recording CCX11QMMEDIAKITK9 CCX 11.0 CCX Recording licenses and MediaSense licenses 4. May 6.Ordering Guide The CCX-11-SYSTEM-K9 part number provides the top level part number for configuring and ordering CCX media. When deploying Unified CCX on UCS servers. Premium High Availability. For Channel Partner Use Only. SP-PRODUCTTERMS CCX-11-S-SVRLIC Note: SocialMiner is required for Unified CCX Web Chat and Finesse Email functionality. Pricing subject to change. There is a minimum order size requirement of 10 licenses for Predictive/Progressive Outbound and Outbound IVR © 2016 Cisco and/or its affiliates. All rights reserved. SP-PRODUCTTERMS CCX-11-E-SVRLIC IPCX-CRM-LC. Not for public distribution. May 6. 2016 Page 54 of 174 . There is a minimum order size requirement of 20 licenses for Microsoft Dynamic b+s CRM connector and the Salesforce b+s CRM connector.1 for more details. Please refer to Section 8. Cisco Confidential.Ordering Guide Model Option Class Description CCX-11-N-P-LIC Premium License $1850 CCX-11-CR-LIC Compliance Recording $325 CCX-11-QM-LIC Quality Management $495 CCX-11-AQM-LIC Adv Quality Management $695 CCX-11-WFM-LIC Workforce Management $695 CCX-11-PHA-LIC Premium High Availability $14995 CCX-11-OBIVRLIC Predictive/Progressive Outbound and Outbound IVR (min 10) $695 CCEH-CCP-SVR-LIC SocialMiner Server $1000 MCP-11X-AUD-10PACK Recording Licenses for MediaSense – 10 pack $1000 CCX-11-REC-LIC Finesse Recording Licenses for MediaSense $295 IPCX-BS-MSD-VAGT Microsoft Dynamic b+s CRM connector for voice (min 20) $600 IPCX-BS-SF-VAGT-1Y Salesforce b+s CRM connector for voice 1 year subscription (min 20) $456 CCX-11-N-E-LIC Enhanced License $1250 CCX-11-CR-LIC Compliance Recording $325 CCX-11-QM-LIC Quality Management $495 CCX-11-AQM-LIC Adv Quality Management $695 CCX-11-WFM-LIC Workforce Management $695 CCX-11-EHA-LIC Enhanced High Availability $8995 MCP-11X-AUD-10PACK Recording Licenses for MediaSense – 10 pack $1000 CCX-11-REC-LIC Finesse Recording Licenses for MediaSense $295 IPCX-BS-MSD-VAGT Microsoft Dynamic b+s CRM connector for voice $600 IPCX-BS-SF-VAGT-1Y Salesforce b+s CRM connector for voice 1 year subscription $456 CCX-11-N-S-LIC Standard License $395 CCX-11-CR-LIC Compliance Recording $325 MCP-11X-AUD-10PACK Recording Licenses for MediaSense – 10 pack $1000 CCX-11-REC-LIC Finesse Recording Licenses for MediaSense $295 CCX-11-LIC-K9 NEW Premium NEW Enhanced NEW Standard List Price Auto expansion $0 CCX-11-PAK CCX-11-P-SVRLIC IPCX-CRM-LC. For Channel Partner Use Only. 0 Web Chat and Finesse Email MCP-11MEDIAKIT-K9 Media kit for MediaSense 11.1 Media To obtain media kits for ADDON HA or WFO deployments.0 Quality Manager Qty 1 Media Kit – NO LICENSES Quality Management CCX11AQMMEDKITK9 CCX 11.3 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. see below. CCX-11-MED-K9 CCX 11. 2016 Page 55 of 174 . The following table specifies which one is needed with which licenses: Product Code Contents – NO LICENSES Used with which licenses CCX-11MEDIAKIT-K9= CCX 11. no downtime is required for installing a new license. Two separate Product IDs may need to be ordered: 4.3.7. May 6. These must be ordered separately. All rights reserved.Ordering Guide *Note: SWSS is not offered/needed for HA options 4. No product licenses are provided by this product ID.0 Qty 1 CCX Media Kit – NO LICENSES Enhanced High Availability. Cisco Confidential.7.0 Workforce Management Qty 1 Media Kit – NO LICENSES Workforce Management CCEH-SM-V110-K9 Media kit for SocialMiner 11.0 Compliance Recording Qty 1 Media Kit – NO LICENSES Compliance Recording CCX11QMMEDIAKITK9 CCX 11. one of the following must be ordered. Premium High Availability CCX11CRMEDIAKITK9 CCX 11.0.7. using the eDelivery option. Model Option Class Description CCX-11-ADDK9 ADDON Premium List Price Auto expansion $0 CCX-10-PAK CCX-11-A-P-LIC Premium License $1850 CCX-11-CR-LIC Compliance Recording $325 CCX-11-QM-LIC Quality Management $495 CCX-11-AQM-LIC Adv Quality Management $695 CCX-11-WFM-LIC Workforce Management $695 © 2016 Cisco and/or its affiliates. NOTE: Customer will not have to reinstall or restart Unified CCX when additional seat licenses are added. Starting with release 8. For Channel Partner Use Only. Pricing subject to change. Not for public distribution.0 CCX Recording licenses and MediaSense licenses 4.0 Qty 1 CCX Media Kit .0 Adv Quality Manager Qty 1 Media Kit – NO LICENSES Advanced Quality Management CCX-10WFMMEDIAKIT CCX 11.2 Licenses Licenses MUST be ordered for every add-on order. Cisco recommends using electronic delivery of PAK codes.NO LICENSES The following media kits that can be ordered using the product codes above.3. See section 4.1 Maintenance Releases.10.7. * Note: SWSS is not offered for HA options 4.7.4.0(2).0(1) to 10. SP-PRODUCTTERMS IPCX-CRM-LC.g.0(1) to 10.7.1 Minor Release Updates. For Channel Partner Use Only. UCSS or a SWSS contract: Software updates.4.g.g.1 Major Release Updates. e. SP-PRODUCTTERMS Software Support Service (SWSS) for the above products can be included automatically by the ordering tool. 9. Cisco Confidential.10. 2016 Page 56 of 174 .0(1) to 9.Ordering Guide Model ADDON Enhanced ADDON Standard Option Class Description List Price CCX-11-PHA-LIC Premium High Availability $14995 CCX-11OBIVRLIC Predictive/Progressive Outbound and Outbound IVR $695 MCP-11X-AUD10PACK Finesse Recording Licenses for MediaSense – 10 pack $1000 CCX-11-REC-LIC Finesse Recording Licenses for MediaSense $295 IPCX-BS-MSDVAGT Microsoft Dynamic b+s CRM connector for voice $600 IPCX-BS-SFVAGT-1Y Salesforce b+s CRM connector for voice for 1 year subscription $456 CCX-11-A-E-LIC Enhanced License $1250 CCX-11-CR-LIC Compliance Recording $325 CCX-11-QM-LIC Quality Management $495 CCX-11-AQM-LIC Adv Quality Management $695 CCX-11-WFM-LIC Workforce Management $695 CCX-11-EHA-LIC Enhanced High Availability $8995 MCP-11X-AUD10PACK Recording Licenses for MediaSense – 10 pack $1000 CCX-11-REC-LIC Recording Licenses for MediaSense $295 IPCX-BS-MSDVAGT Microsoft Dynamic b+s CRM connector for voice (min 20) $600 IPCX-BS-SFVAGT-1Y Salesforce b+s CRM connector for voice 1 year subscription (min 20) $456 CCX-11-A-S-LIC Standard License $395 CCX-11-CR-LIC Compliance Recording $325 MCP-11X-AUD10PACK Recording Licenses for MediaSense – 10 pack $1000 CCX-11-REC-LIC Recording Licenses for MediaSense $295 Auto expansion IPCX-CRM-LC. May 6. e. See section 4.0(1). See section 4. when selecting the option to do so. Not for public distribution. e.0(1) SU1. Pricing subject to change.g.0(1) to 11.5(1).7. See section 4.4. e.2 © 2016 Cisco and/or its affiliates. All rights reserved.7. . 10.4.4 Ordering release upgrades with an ESW or UCSS or SWSS contract The following release upgrades are available for Unified CCX with eligibility determined by whether the customer has an ESW. 2016 Page 57 of 174 .cisco.0(1) to 9.g.0(1).x.g.3 to AQM 8. 9.com for download for customers who have a valid ESW or SWSS contract.7.7. 10. <Feature>: this can be any of the following: o o o o o o o o o S – CCX Standard E – CCX Enhanced.jsp). <K9>: the ‘K9’ designator indicates that software is shipped that is subject to export controls (encryption.g.0 would be 80.0. For Channel Partner Use Only. The Compatibility Matrix provides the mapping between the WFO release and the Unified CCX release. for customers who have a valid UCSS or SWSS contract can be ordered via the Product Upgrade Tool (PUT.com for download for customers who have a valid ESW or SWSS contract 4. etc. 8.2 Major Release Upgrades Major release upgrades.0(1) to 9.0(2)) are available on cisco.0(1) SU1) are offered via cisco. Maintenance Release and Minor Release Updates Software Updates Software Updates (e. http://tools. the required part number would be CCXUPG-AQM-70-80. Not for public distribution. 9. The product codes and descriptions should be self-explanatory. e. Maintenance Release Upgrades Maintenance releases (e. © 2016 Cisco and/or its affiliates. All rights reserved.g.5(1) are available on cisco.4.Ordering Guide 4.0(1) to 11. Minor Release Upgrades Minor Release Updates. Cisco Confidential. Pricing subject to change. For example.com for download for customers who have a valid ESW or SWSS contract.7. 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). if the customer wishes to upgrade from AQM 2.1 Software Updates.1 would be 31. PUT provides the list of eligible products that can be ordered based on the contract details. e. with HA P – CCX Premium.0(1) to 10. 10. no HA PHA – CCX Premium. Note that the older releases of the Workforce Optimization (WFO) software had release numbers out of synch with Unified CCX. specifically). no HA EHA – CCX Enhanced. May 6.4. with HA CR – Compliance recording QM – Quality Management AQM – Advanced Quality Management WFM – Workforce Management <FROM release> and <TO release>: 3. In these cases the WFO product codes have the Unified CCX release numbers.com/gct/Upgrade/jsp/index. 0 will require an intermediate upgrades to be ordered and executed separately to ensure that all information will be migrated.0 are supported for direct upgrades.0 order quantity 1 of CCX-UPG-P-10-11K9= Indirect Upgrades: upgrades FROM Unified CCX 8. Media kits and PAK for servers and seats are shipped for PUT upgrades.0 -> 10. or customers who want to upgrade to new hardware.) will be migrated to Unified CCX 11. A new installation is needed in two cases: Either an upgrade FROM pre-8.0. time frame of order. the customer should order the PUT Product ID corresponding to their current and target release. number of licenses ordered. Order the appropriate single PUT upgrade product code.0 release TO 11.Ordering Guide Customers must order the appropriate upgrades. If the license file cannot be retrieved for whatever reason. etc. May 6.g.0 Enhanced HA system with Compliance recording. customer/partner name.6->11. Example: Customer is on a 8.0. Customers who are not able to provide either of these details should mail the request to ipcc-express-pm@cisco. for upgrading a Unified CCX 7. etc. SO#.6 as well as upgrade license files for 8. e. For Channel Partner Use Only. configuration data. There are 3 types of major release upgrades: direct. Customer will need media kits for 10. For example. historical reporting data. PAK or existing license files) to obtain a fresh install license. Customer must upgrade in the following steps: 8.0. Please note: All UCSS or SWSS upgrade customers using PUT and desiring to perform a fresh install must open a case with licensing@cisco. 2016 Page 58 of 174 . Customers will need to provide entitlement details (e. fresh install © 2016 Cisco and/or its affiliates.6.0. please open a case with licensing@cisco. The Unified CCX 11.0 licenses.g.x TO 11.x TO Unified CCX 11. workflows.0 Premium to 11. The customer will have to transfer their existing license file to the new hardware.com to request a new. the customer must order quantity 1 of each of the following PUT Product IDs: o o CCX-UPG-P-80-10K9= CCX-UPG-P-10-11K9= Fresh Installs. and load the upgrade license files on top of that.0->10.0.com. Not for public distribution. fresh install release Unified CCX 11. 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. For customers desiring to perform a fresh install.g. Pricing subject to change. For example: a customer is on a 4.x and 10. indirect and fresh install upgrades Direct Upgrades: only upgrades FROM release 9. Customer should order CCX-UPG-P-4X-11K9=. All rights reserved. Refer to the bottom of this page on how to obtain the license file from the existing system. which will require a fresh install of release 11.com to request a new. In order to receive these media and licenses.0 Premium release and desires to perform indirect upgrade to release 11. For example.0 upgrade process will ensure that all information (e. In this case each interim upgrade must be ordered separately. when upgrading from 10.0 Premium release and desires to perform a fresh install. providing as much information about the original order as possible. Cisco Confidential. x to ensure that all information will be migrated. providing as much information about the original order as possible. etc. number of seats.0 or 10. maximum number of agents. choose System > License Information > Display License(s). PAK or existing license files) to obtain a fresh install license. Obtaining License Information from the Unified CCX system From the Unified CCX Administration menu bar. A new installation is needed in two cases: . etc.0. o Example: Customer is upgrading from Unified CCX 8.Customer wanting to upgrade to new hardware. workflows. Pricing subject to change. number of licenses ordered. © 2016 Cisco and/or its affiliates.0 will require an intermediate upgrades to 10. customer/partner name. time frame of order. There are 3 types of major release upgrades: direct.0 .g. indirect and fresh install upgrades o Direct Upgrades: only upgrades FROM release 9.g. Any such upgrade order will include all necessary intermediate upgrade Unified CCX media kits and licenses. time frame of order.0 license.x TO 11.0 are supported for direct upgrades. Customers will need to provide entitlement details (e.0 to 11. o Indirect Upgrades: Upgrades FROM 8. fresh install release 11. etc.7. Refer to the information in the box below on how to obtain the license file from the existing system. SO#. and load the upgrade license files on top of that. o The customer will have to transfer their existing license file to the new hardware.com. e. number of IVR ports.Either an upgrade FROM a pre-8.x TO 11. PAK or existing license files) to obtain a fresh install license.) will be migrated to Unified CCX 11.g.0. Customers will need to provide entitlement details (e. Cisco Confidential.0 STD to Unified CCX 11. May 6.0.6 as well as upgrade license files for Unified CCX 8. The License Information web page opens displaying the details of the configured license such as the license type.6 and 10.Ordering Guide release 11. as well as the actual license key itself.0 license. which will require a fresh install of release 10. The Unified CCX 11.0 upgrade process will ensure that all information (e. and so on. historical reporting data. Customer must upgrade 8. customer/partner name.g.0. Customers who are not able to provide either of these details should mail the request to
[email protected] -> 10. Customer will receive media kits for 10. Not for public distribution. e. 4. SO#. configuration data. For Channel Partner Use Only.0 to 10. 2016 Page 59 of 174 . providing as much information about the original order as possible.g. please open a case with
[email protected] 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.6 to 11.0 STD) and have not purchased a UCSS or SWSS contract. Customers who are not able to provide either of these details should mail the request to
[email protected]. Unified CCX 7.com to request a new.0 release TO 11. If the license file cannot be retrieved for whatever reason.6 -> 11.g. All rights reserved. number of licenses ordered.0 o Fresh Installs. 0 ENH HA-HA CCX-11-11-EPHA CCX 11. Customers would need to first upgrade the version and upgrade the package.2 respectively. All upgrades must be ordered using the Product ID that specifies the release FROM which the customer is upgrading. It is covered in Section 4. Unified CCX 11.0 STD to Unified CCX 11. Cisco Confidential.0 to 11.0 or later) or traditional physical delivery (all upgrades).3.0 Enhanced HA to 11.0 Standard to 11.0 to 11. This case is a Standard to Enhanced seat upgrade only.0 UPGRADE – 6.0 Qty 1 STD-ENH Seat Example 2: Unified CCX 6. For this order physical delivery is the only option. Pricing subject to change. They are described in sections 4.0 UPGRADE – 6.g. i.e. 2016 Page 60 of 174 .0 PRE) is not supported.1. This is a combined major release and seat upgrade.0 ENH-PRE HA-HA CCX60-11U-E-E-S1 CCX 11. but only available for direct upgrades.0 Enhanced HA to 11. Note that adding the High Availability option to a Unified CCX system is not considered an upgrade.1 and 4. No media is required in this case. Use product ID: CCX-11-UPG-K9 CCX 11. Not for public distribution.g.7.0 UPGRADE – 11. a major release upgrade and a seat upgrade at the same time (e.0 Enhanced to Premium. or else the upgrade license key will not work. Upgrade licenses are available in eDelivery (Cisco Recommended. from 7.0 to 11.0 to 11. For Channel Partner Use Only. Example 1: Unified CCX 11.0 UPGRADE – 11.0 Enhanced first and then upgrade from Unified CCX 11.0 to 11.0 Enhanced Customer has a Unified CCX 11.com/docs/DOC-51384 provides details on how to select eDelivery or pDelivery while placing an order Here are some example upgrade orders.e.0 Qty 1 ENH-ENH Seat CCX11-11U-E-P-S1 CCX 11. The customer needs to upgrade to Unified CCX 11.Ordering Guide Upgrade their Unified CCX seats to another package (e.0 UPGRADE CCX-60-11-EHA CCX 11.0 Enhanced non-HA system. All rights reserved.0 ENH).7. i. It is important to order the correct product code. May 6.0 UPGRADE CCX11-11U-S-E-S1 CCX 11.5. but an add-on.5.0 Standard system and wishes to upgrade to a Unified CCX 11.0 UPGRADE – 11.cisco.0 Premium HA Customer is upgrading from Unified CCX 6. The product IDs are described in detail in the following sections of this chapter.0 Premium HA. 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. Unified CCX 7.7. CCX-11-UPG-K9 CCX 11.0 STD to Unified CCX 10. Note: https://communities.0 Qty 1 ENH-PRE Seat LICENSE ONLY © 2016 Cisco and/or its affiliates. May 6.0 media kit as part of this order.6 and 10. For Channel Partner Use Only.0 UPGRADE – 8. All rights reserved. Example 4: Unified CCX 8.0 Enhanced non-HA system.. customer/partner name. This case is a major release upgrade only and electronic delivery can be used. Not for public distribution. providing as much information about the original order as possible.5 to 11.com.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. must open a case with
[email protected] system. Pricing subject to change. PLEASE NOTE: Upgrade PAKs cannot be provided for any release 3.1 Licenses Licenses MUST be ordered for upgrade orders.0 UPGRADE – 8. Cisco Confidential.0 PRE Seat Qty 1 ADDON License Quantity 10 CCX-11-PHA-LIC CCX 11. Any release 4.com.0 ADDON Quantity 1 CCX-11-A-P-LIC CCX 11.0 UPGRADE CCX85-11U-E-E-S1 CCX 11. so that the original order details can be researched. customers upgrading from a 3.0 PRE HA License Quantity 1 4.0 HA system.0 Enhanced Customer has a Unified CCX 8. So there is no need to order media separately. time frame of order. Use product IDs: CCX-11-UPG-K9 CCX 11.5 HA system. upgrading to an 11. © 2016 Cisco and/or its affiliates. Customers who are not able to provide either of these details should mail the request to
[email protected] will be shipped. etc.6 to 11. number of licenses ordered.0 Qty 1 ENH-ENH Seat LICENSE ONLY CCX-85-11-EHA CCX 11. e. 4.1.x release. SO#.5.0 UPGRADE – 8. CCX-11-ADD-K9 CCX 11.0 or later customer does not have to open a case and the appropriate licenses will be provided in the order.7.Ordering Guide The customer will receive the licenses and the Unified CCX 11.5 to 11. PAK or existing license files) of the original 3.5 to 10.g. The media and licenses required for the interim upgrade from 8. Customers will need to provide entitlement details (e.x customer.7.1 Ordering A La Carte UPGRADES For pDelivery a la card upgrade orders the media are included in the license orders.0 Qty 1 ENH-ENH Seat LICENSE ONLY If the customer has a Unified CCX 8. 2016 Page 61 of 174 .5 Enhanced to 11.0 UPGRADE –LICENSES ONLY CCX85-11U-E-E-S1 CCX 11. the HA upgrade product code would have to be added: CCX-11-UPG-K9 CCX 11.5 Enhanced non-HA system and wishes to upgrade to a Unified CCX 11. As a result.5.5 to 10.g. 0 CCX90-11U-E-E-S1 $625 CCX-90-10-EHA $4498 10.0 CCX70-11U-E-E-S1 $625 CCX-70-11-EHA $4498 8. Cisco Confidential. 2016 Page 62 of 174 .x CCX10-11U-R-R-S1 $145 3.0 CCX80-11U-E-E-S1 $625 CCX-80-11-EHA $4498 8.0 $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 11.0 CCX60-11U-P-P-S1 7.0 CCX60-11U-S-S-S1 $198 HA not available 7.0 CCX50-11U-P-P-S1 6.Ordering Guide Upgrade Type From Release Seat Upgrade (Order one per agent) List Price Any – top level SKU Any CCX-11-UPG-K9 $0 Premium 3.0. Pricing subject to change.X CCX4X-11U-E-E-S1 $625 CCX-4X-11-EHA $4498 5.0 CCX90-11U-OBIVR $349 10.0 Enhanced Standard HA Upgrade (Order one per system) List Price $925 CCX-50-11-PHA $7498 $925 CCX-60-11-PHA $7498 CCX70-11U-P-P-S1 $925 CCX-70-11-PHA $7498 8.5 CCX85-11U-E-E-S1 $625 CCX-85-11-EHA $4498 9.x CCX4X-11U-P-P-S1 $925 5.5 CCX85-11U-P-P-S1 $925 CCX-85-11-PHA $7498 9.5 CCX85-11U-S-S-S1 $198 HA not available 9.x CCX3X-11U-E-E-S1 $625 4.0 CCX10-11U-E-E-S1 $625 CCX-10-11-EHA $4498 10.0 CCX11-11U-S-E-S1 $849 Order Enhanced HA as Addon STD-PRE Seat Upgrade – order for every agent: 11.x CCX10-11U-OBIVR $349 10.x CCX10-11U-R-R-S1 $145 3.5 CCX85-11U-OBIVR $349 9. © 2016 Cisco and/or its affiliates.0 CCX80-11U-P-P-S1 $925 CCX-80-11-PHA $7498 8.0 CCX10-11U-P-P-S1 $925 CCX-10-11-PHA $7498 8.0 CCX80-11U-S-S-S1 $198 HA not available 8.0 CCX90-11U-P-P-S1 $925 CCX-90-11-PHA $7498 10. May 6. All rights reserved. Not for public distribution.x CCX3X-11U-P-P-S1 $925 4.0 CCX50-11U-S-S-S1 $198 HA not available 6.0 CCX90-11U-S-S-S1 $198 HA not available 10.X CCX4X-11U-S-S-S1 $198 HA not available 5.0 CCX50-11U-E-E-S1 $625 CCX-50-11-EHA $4498 6.x CCX3X-11U-S-S-S1 $198 HA not available 4.0 CCX70-11U-S-S-S1 $198 HA not available 8. For Channel Partner Use Only.0 CCX11-11U-S-P-S1 $1449 Order Premium HA as Addon CCX11-11U-E-P-S1 $599 CCX-11-11-EPHA ENH-PRE HA Upgrade 11.0 CCX60-11U-E-E-S1 $625 CCX-60-11-EHA $4498 7.x CCX10-11U-S-S-S1 $198 HA not available STD-ENH Seat Upgrade – order for every agent: 11. 6(1).2 A-la-carte Upgrades for CR/QM/AQM Customers who do not have a valid ESW/UCSS/SWSS contract can use a-la-carte upgrades to order the required CR/QM/AQM versions.7(2). For Channel Partner Use Only.g.7(3) CR 11.0.x.7(2).0(1) CCX-70-11U-C-CS1 $163 QM 2. 4.5.x 11. 2.7.x Upgrading To Order on PUT 11.7. 2. May 6.0(2) 11.x 11.6 WFO and WFM Upgrades WFO and WFM upgrades are tied to the version of the Unified CCX they are associated with. 4. If the customer upgrades within the solution.x 11. 2. Cisco Confidential.7(3) AQM 11. All rights reserved. Pricing subject to change. they need to purchase SWSS 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.com for questions regarding SWSS. Not for public distribution. 4.7. 2. Upgrading From Upgrading To Order List Price Any Any CCX-11-UPG-K9 CR 2.7. 2.cisco. A new PAK will be assigned for the new version and counts.0(1) CCX-70-11U-A-AS1 $348 $0 © 2016 Cisco and/or its affiliates. Please contact
[email protected](1) CCX-UPG-CR10-11K9= CCX-UPG-QM-10-11K9= CCX-UPG-AQM-10-11K9= Ordering the above part numbers on PUT results in shipment of the media and licenses. 2.6(1).6.0(1) CCX-UPG-CR70-11K9= CCX-UPG-QM70-11K9= CCX-UPGAQM70-11K9= 8.2 Updating SWSS contract when upgrading Unified CCX licenses SWSS cannot be upgraded from one category to another (e. Please contact
[email protected](2).cisco.Ordering Guide 4.0(1) CCX-70-11U-Q-QS1 $248 AQM 2.7.1 UCSS or SWSS upgrades for WFO Customers who have a valid UCSS or SWSS contract can upgrade CR/QM/AQM as described below: Upgrading from 2.com for the External Credit Request Form to process the credit.6(1).0(1) CCX-UPG-CR90-11K9= CCX-UPG-QM-90-11K9= CCX-UPG-AQM-90-11K9= 10. 2. 2. 2.6(2).6(2).5. 2. 2016 Page 63 of 174 . Standard to Enhanced).0(1) CCX-UPG-CR85-11K9= CCX-UPG-QM-85-11K9= CCX-UPG-AQM-85-11K9= 9.6.0(1) CCX-UPG-CR80-11K9= CCX-UPG-QM80-11K9= CCX-UPGAQM80-11K9= 8.7(3) QM 11.7(2). x.0(1) CCX-UPG-WFM-90-11= 10. Pricing subject to change.6.0(1) CCX-80-11U-Q-QS1 $248 AQM 8.0(1) CCX-80-11U-C-CS1 $163 QM 8.0(1) CCX-UPG-WFM-80-11= 8.0(1) AQM 11.4 A-la-carte Upgrades for WFM Customers who do not have a valid ESW/UCSS/SWSS contract can use a-la-carte upgrades to order the required WFM versions.0 11.0(2) AQM 11.0(1) CCX-80-11U-A-AS1 $348 CR 8. Cisco Confidential.0(1) CCX-10-11U-A-AS1 $348 CR 11.0 CCX-80-11U-W-WS1 $348 © 2016 Cisco and/or its affiliates.0(1) CCX-90-11U-Q-QS1 $248 AQM 9.x 11.3.0(1) CCX-10-11U-Q-QS1 $248 AQM 10.x AQM 11.x QM 11.0(1) CCX-85-11U-A-AS1 $348 CR 9.4 11.0 AQM 11.X CR 11.0 CCX 11.3.0 CCX-70-11U-W-WS1 $348 WFM 8.0(1) CCX-85-11U-Q-QS1 $248 AQM 8.5. 8.6.0(1) CCX-UPG-WFM-85-11= 9.7.0(1) QM 11.0(1) CCX-11-11UQAQMS1 $200 4.0(1) CCX-10-11U-C-CS1 $163 QM 10. May 6.3 List Price Upgrading WFM using the Product Upgrade Tool (PUT) Customers who have a valid UCSS or SWSS contract can upgrade WFM as described below: Upgrading from Upgrading To Order on PUT 8.2.5.x WFM 11.0(1) CCX-UPG-WFM-70-11= 8.Ordering Guide Upgrading From Upgrading To Order CR 8. Upgrading From Upgrading To Order List Price Any Any CCX-11-UPG-K9 $0 CCX 7.x 11.7. 8.x.0 CR 11.0(1) AQM 11. Not for public distribution.0(1) CCX 8. 2016 Page 64 of 174 . 4.0 CCX 11.0(2) QM 11.0(1) CCX-11-11U-CQMS1 $170 CR 11.x CR 11.3.2.0(1) CCX-90-11U-C-CS1 $163 QM 9. For Channel Partner Use Only.x 11.0(1) CCX-UPG-WFM-10-11= Ordering the above part numbers on PUT results in shipment of the physical media and pDelivery upgrade licenses.0 QM 11.0(1) CCX-11-11UCAQMS1 $370 QM 11.5.0(1) CCX-85-11U-C-CS1 $163 QM 8. All rights reserved.X QM 11.0(1) CCX-90-11U-A-AS1 $348 CR 10.X AQM 11.0(2) CR 11.5. 25 Premium seats .3(4) WFM 11. Product Number Description CCX 11.0 Enhanced 5-Seat Bundle. CCX-11-5E List Price (USD) $995 Includes CCX Enh server license.0 Enhanced 25-Seat Bundle $26.Ordering Guide WFM 8. PLEASE NOTE: Entitlement for the underlying appliance operating system and database is included as part of the 5/25 seat bundles. Can be used to add CCX to an existing/new BE6K/CUCM CCX 11.0 CCX 11. no max © 2016 Cisco and/or its affiliates.0(1) CCX 9.5.595 Includes CCX Enh server license.0 CCX 11. For Channel Partner Use Only.0 Premium 5-seat Bundle $2. available only with new BE6000/BE7000/CUCM orders.0(1) WFM 11.0 Premium Add-on 25-Seat Bundle $38. maximum orderable quantity: 1 CCX 11. 25 Enhanced CCX-11-25E seats . available only with new BE6000/BE7000/CUCM orders. The promotional bundle include 5/25 Enhanced seats or 5/25 Premium seats.0 WFM 9.0(1) WFM 11.0(1) CCX 10.5 CCX 11. SocialMiner server. 5 Enh seats.0(1) CCX 8.995 CCX-11-25P-ADD For Add-on to existing CCX deployments : Includes 25 Pre licenses. Pricing subject to change. maximum orderable quantity: 1 CCX 11.0(1) 4. orderable any time. Can be used to add CCX to an existing/new BE6K/CUCM CCX 11.995 For New CCX deployments: Includes CCX Pre CCX-11-25P server license.0 Premium 25-Seat Bundle $39. May 6.x WFM 11. However. max quantity 1. 5 Premium seats CCX-11-5P SocialMiner server license.7. only one bundle can be chosen and promotional bundles cannot be combined.0 WFM 8. orderable any time. Cisco Confidential. max quantity 1.995 Includes CCX Pre server license. 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. orderable any time.7 CCX-85-11U-W-WS1 $348 CCX-90-11U-W-WS1 $348 CCX-10-11U-W-WS1 $348 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).0 WFM 10. Not for public distribution. All rights reserved. 2016 Page 65 of 174 . If additional seats or options are required. The three bundles received may not be aggregated on that cluster. The customer is entitled to deploy one and only one bundle on that cluster. Cisco Confidential. Workforce Management.0 Non Production System is provided for use by customers in an environment where production calls will not be taken.8 4. WFM. AQM. Purchasing SWSS for Unified Communications Manager does NOT provide SWSS for the Unified CCX bundle. $100 NFR Kit Product IDs CCX-11-NFR= 4. Pricing subject to change. You must separately purchase SWSS for Unified CCX.cisco.1 Not for Resale and Non-production licenses NFR Kit Product IDs Please note that the Unified CCX NFR kit is included in the UC NFR kit. Product Number Description List Price CCX 11. Typical examples are use in development. customers cannot combine the 5 seat promo bundle with the new 25 seat promo bundle to create a 30 seat deployment. © 2016 Cisco and/or its affiliates.g. Advance Quality Management. Please read http://www. Outbound IVR and Finesse Workflow Recording. The table below contains the Unified CCX only NFR Kit product ID.com/en/US/partner/products/sw/custcosw/ps1846/prod_promotions_list.2 Customer Non-Production Systems The Unified CCX 11.com/web/partners/sell/promotions/cucce_bundle. For Channel Partner Use Only.0 NFR Kit: PRE HA 6 seats Pre IB/OB/email.cisco.com/en/US/partner/products/sw/custcosw/ps1846/prod_promotions_list. The Unified CCX nonproduction lab systems include licenses for 6 Premium seats of Unified CCX with High Availability.7. 4. system integration testing and load testing.7. Only the Premium Add-on 25-Seat Bundle can be combined with the 5-seat promo bundle or the 25-seat promo bundle.8. Quality Management. for physical or electronic delivery.html for information on the bundle and to http://www.Ordering Guide quantity Note that promo bundles cannot be combined – for e. Not for public distribution. testing. All rights reserved. Please refer to http://www. 2016 Page 66 of 174 . Example: Customer orders a three Unified CM cluster and receive three bundles. May 6. Note: Customers are entitled to one and only one bundle per Unified CM cluster. Software Support Service (SWSS) is NOT INCLUDED with this bundle.7. QM.cisco. Call Recording. CR. html for Q&A on this promotional offer. one for each Unified CM ordered. The other two bundles received may also not be used on any other cluster. html for Q&A on this promotional offer if this is your first time positioning it. please configure CCX-11-ADD-K9.8. The order will remain on hold until Nuance confirms that the partner has completed the required training. 3.9 CCX 11. This enables customers to purchase these core Nuance products from Cisco – allowing Cisco sales quota retirement – with Nuance providing order fulfillment and product support. May 6. WFM. hence there is no Cisco ESW or UCSS or SWSS maintenance. Under the SolutionsPlus program. as they must validate the order and deployment plan before the order will be approved. Ensure the customer understands that support for the Nuance products is provided by Nuance – not Cisco – under a Nuance warranty.0 NPS Kit: 6 seats Pre with OBIVR. Cisco Confidential.g.Ordering Guide Unified CCX non-production lab systems cannot be used in production systems or merged with production system licenses. This is an extension of the existing Nuance SolutionsPlus program with Cisco Unified Customer Voice Portal (Unified CVP). © 2016 Cisco and/or its affiliates. HA CR. All rights reserved. SocialMiner.7.. Finesse Workflow Recording licenses $2. QM. For Channel Partner Use Only. meaning that these are Nuance products supported by Nuance. nor is there any discounting beyond the standard partner discount (e.cisco. 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. AQM.com/go/cvp. and 4) ASR products and the Nuance Vocalizer TTS product. There is no VIP for Nuance products ordered through Cisco. Not for public distribution. CVP ATP certified and ACAS 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. Ensure the customer executes the End User License Agreement (EULA) for the Nuance products with Nuance.995 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. Cisco sales teams. It is also possible to purchase Nuance maintenance contracts through Cisco. not Cisco. Pricing subject to change. Please note that SolutionsPlus is not an OEM. Cisco now provides orderability for the Nuance Recognizer (Tier 2. 2016 Page 67 of 174 . 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. Product Number Description List Price NPS Kit Product IDs CCX-11-NPS-K9= 4. Selling Nuance for Unified CCX under SolutionsPlus is open to UCCE ATP certified partners as well as ACAS partners who have completed the Nuance training. 1 Ordering New CCX 10.10.6 system should follow the procedure outlined in Section 4.0(1) licenses can be used with a CCX 10.2.1 Ordering New CCX 10. 4.com/download/navigator. This license provides one Outbound IVR port and one Predictive Agent seat and is priced at $695.6 by ordering an upgrade to CCX 10 as described in Section 4.8 Cisco Unified CCX 10. Customers who want to use the new predictive/progressive dialing functionality should order the Outbound IVR license. Please refer to the Release Notes for details on the functionality available with CCX 10.6 Systems Customers on CCX 9 and earlier releases who have a valid UCSS or SWSS contract can upgrade to CCX 10.Ordering Guide 4.6 Cisco Unified CCX 10.6 Systems Customers ordering addon licenses to an existing CCX 10.0(1) and 10.10. Pricing subject to change.6 is a minor release following on the Unified CCX 10. For Channel Partner Use Only. Refer to the CCX Design Guide regarding the number of IVR ports available in the system when inbound and outbound IVR are used. Cisco Confidential.3 Upgrading to CCX 10.9.5 system. 2016 Page 68 of 174 .html?mdfid=270569179&i=rm 4. Not for public distribution.5 adds Predictive and Progressive dialing for Finesse Outbound agents.5 is a minor release following on the Unified CCX 10.2.5 Cisco Unified CCX 10.6 Systems Customers ordering a new CCX 10.6(1) 4.5 Systems Customers ordering a new CCX 10.cisco. May 6.5(1) release and the CCX 10.10.8. CCX 10.6(1) adds Finesse E-mail which is included with the CCX Premium licenses and support for CAD and Finesse mixed mode. Customers on CCX 10 who have a valid ESW or SWSS contract can upgrade to CCX 10. © 2016 Cisco and/or its affiliates.5 system should follow the procedure outlined in Section 4.6 system should follow the procedure outlined in Section 4.9 Cisco Unified CCX 10. CCX 10.6(1) system.8.0(1) licenses can be used with a CCX 10. Note: The Predictive Agent capability is added to the agent license when an Outbound IVR license in installed. Cisco will ship the CCX 10.5 upgrade image from CCO at http://software.6 upgrade.4.0(1) release and the CCX 10.3 4.6 by downloading the CCX 10. Direct Preview functionality is included with the Premium license. All rights reserved.2 Ordering ADDONs to Existing CCX 10.8.2. 4.10. 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: Chapter 4.cisco. add optional components.0 system Chapter 4. Customers on CCX 10 who have a valid ESW or SWSS contract can upgrade to CCX 10.10.5 by ordering an upgrade to CCX 10 as described in Section 4. or seat upgrade (e.10. May 6.5 Systems Customers ordering addon licenses to an existing CCX 10.9.5: Release upgrades without ESW or UCSS or SWSS from earlier releases of Unified CCX to Unified CCX 10.3 4. such as HA or WFO) or expansions (e.4.g.3: Add-ons (i.10.0 Chapter 4.Ordering Guide 4.3 Upgrading to CCX 10.10 Cisco Unified CCX 10.10.html?mdfid=270569179&i=rm 4.0 4. These are called a-la-carte upgrades.com prior to purchase or deployment.2 Ordering ADDONs to Existing CCX 10.10. If your company is considering Cisco Unified Communications in a Public Safety Answering Point (PSAP) or equivalent emergency services environment.10.5 by downloading the CCX 10. 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).2: New Unified CCX 10. 2016 Page 69 of 174 . 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.10.5 system should follow the procedure outlined in Section 4. Cisco Confidential.10. please contact
[email protected] Delivery Options Cisco offers electronic and physical delivery options for licenses and media. add more seat licenses) to an existing Unified CCX 10. Pricing subject to change.10.0 Systems Chapter 4.com/download/navigator.1. from enhanced to premium). © 2016 Cisco and/or its affiliates.1 General information 4.2. All rights reserved.5 upgrade image from CCO at http://software. For Channel Partner Use Only.g.9. Cisco will ship the CCX 10.e.1.4 Release upgrades with ESW or Unified Communication Subscription Service (UCSS) of Software Support Services (SWSS) from earlier releases of Unified CCX to Unified CCX 10. 4.0.5 Systems Customers on CCX 9 and earlier releases who have a valid UCSS or SWSS contract can upgrade to CCX 10. Not for public distribution.5 upgrade. 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 Activating Unified CCX licenses When a Unified CCX license is ordered. Pricing subject to change. Follow the system prompts.com/docs/DOC-51384 provides details on how to configure the delivery option as electronic or physical. such as HA or CR.3 What needs to be ordered? For all types of orders.cisco. 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. You must enter a valid e-mail address as well as the number of nodes for which you need licenses. Cisco Confidential. The system sends the license file(s) to you via e-mail by using the E-mail ID that you provided.10.g.1. 2016 Page 70 of 174 . for whatever reason. If. Note: https://communities. STD to PRE in the same version of Unified CCX) 4. May 6. temporary licenses are needed for an extended period. You cannot use the license if you edit the contents of the file in any way. complete the following steps: Enter the PAK that you received in the License Registration Web tool at http://www. AQM or WFM Release upgrades Media does not need to be ordered for: Expansions Seat upgrades (e. Upon approval the license file will be emailed to the address provided. 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. 4.cisco. You must enter the License MAC of the first node of the Unified CCX cluster. © 2016 Cisco and/or its affiliates. licenses need to be ordered. so please provided detailed reasons why temporary licenses are needed in the ‘remarks’ field.Ordering Guide The same part number provides an option of electronic or physical delivery at the time of ordering.com/go/license and click submit.10. These licenses are valid for 60 days after installation. For Channel Partner Use Only. Not for public distribution.5 Temporary Licenses Every Unified CCX media kit ships with demo licenses to facilitate installation and testing before production/permanent licenses arrive. Media (if needed) needs to be ordered separately. they can be requested by Cisco account teams using the internal temporary license tool. To obtain a license file for the Unified CCX servers. QM.1. Unified CCX Product Management will review these requests. All rights reserved.10. 4. Note that this is a Cisco internal tool only: requests will have to be made through your Cisco account team.1. When deploying Unified CCX on UCS servers.2.3 PLEASE NOTE: Cisco Unified Computing Servers (UCS) must be configured and ordered separately.0 Qty 1 CCX Media Kit – NO LICENSES Standard seat.2. May 6.0 Quality Manager Qty 1 Media Kit – NO LICENSES Quality Management CCX10AQMMEDKITK9 CCX 10. See chapter 12 of the Ordering Guide for Cisco Customer Contact Solutions for information about UCS ordering.0 Workforce Management Qty 1 Media Kit – NO LICENSES Workforce Management CCEH-SM-V100-K9 Media kit for SocialMiner 10. 2016 Page 71 of 174 .10.2. Outbound IVR CCX10CRMEDIAKITK9 CCX 10. Customers who wish to deploy Web Chat with CCX 10.1 Media To obtain media kits the following must be configured: CCX-10-MED-K9 CCX 10. The following table specifies the details: Product Code Contents – NO LICENSES Used with which licenses CCX-10MEDIAKIT-K9= CCX 10.10.0 will need to order the SocialMiner media kit and the SocialMiner server license.1 SocialMiner for Unified CCX or CCE customers.0 can be deployed only on a virtualized system – bare metal deployments are not supported. Cisco Confidential. details of which are available in Section 8.2.0 SocialMiner Web Chat 4. Not for public distribution. Enhanced High Availability.Ordering Guide 4. Premium seat.2 Licenses Media shipment (as ordered using the product codes described in section 4. New system orders require the following to be ordered: Media (section 4.1) Licenses (section 4. © 2016 Cisco and/or its affiliates. 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 4.0 Media Kits .2) There is a minimum requirement to order ten Unified CCX seat licenses when ordering a new system. Enhanced seat. The same part number can be configured for physical delivery of the media or electronic software delivery.0 Compliance Recording Qty 1 Media Kit – NO LICENSES Compliance Recording CCX10QMMEDIAKITK9 CCX 10. Licenses MUST be ordered separately using the product codes below.10. Pricing subject to change.10.NO LICENSES There are five media kits that can be configured using the product code above.0 Adv Quality Manager Qty 1 Media Kit – NO LICENSES Advanced Quality Management CCX-10WFMMEDIAKIT CCX 10. Unified CCX Media must still be ordered via one of the product codes above 4.2.10. For Channel Partner Use Only. Cisco recommends selection of eDelivery option.1) does not include licenses.2 Ordering New Systems CCX 10. Premium High Availability.10. All rights reserved.10. Ordering Guide Model Option Class Description CCX-10-N-P-LIC Premium License $1850 CCX-10-CR-LIC Compliance Recording $325 CCX-10-QM-LIC Quality Management $495 CCX-10-AQM-LIC Adv Quality Management $695 CCX-10-WFM-LIC Workforce Management $550 CCX-10-PHA-LIC Premium High Availability $14995 CCX-10-OBIVRLIC Predictive/Progressive Outbound and Outbound IVR (min 10) $695 CCEH-CCP-SVR-LIC SocialMiner Server $1000 MCP-10X-AUD-10PACK Recording Licenses for MediaSense – 10 pack $997.50 IPCX-BS-MSD-VAGT Microsoft Dynamic b+s CRM connector for voice (min 20) $600 IPCX-BS-SF-VAGT-1Y Salesforce b+s CRM connector for voice 1 year subscription(min 20) $456 CCX-10-E-LIC Enhanced License $1250 CCX-10-CR-LIC Compliance Recording $325 CCX-10-QM-LIC Quality Management $495 CCX-10-AQM-LIC Adv Quality Management $695 CCX-10-WFM-LIC Workforce Management $550 CCX-10-EHA-LIC Enhanced High Availability $8995 MCP-10X-AUD-10PACK Recording Licenses for MediaSense – 10 pack $997.50 IPCX-BS-MSD-VAGT Microsoft Dynamic b+s CRM connector for voice (min 20) $600 IPCX-BS-SF-VAGT-1Y Salesforce b+s CRM connector for voice 1 year subscription (min 20) $456 CCX-10-S-LIC Standard License $395 CCX-10-CR-LIC Compliance Recording $325 CCX-10-LIC-K9 NEW Premium NEW Enhanced NEW Standard List Price Auto expansion $0 CCX-10-PAK CCX-10-P-SVRLIC IPCX-CRM-LC, SP-PRODUCTTERMS CCX-10-E-SVRLIC IPCX-CRM-LC, SP-PRODUCTTERMS CCX-10-S-SVRLIC Note: SocialMiner is required for Unified CCX Web Chat functionality. Please refer to Section 8.1 for more details. There is a minimum order size requirement of 20 licenses for Microsoft Dynamic b+s CRM connector and the Salesforce b+s CRM connector. There is a minimum order size requirement of 10 licenses for Predictive/Progressive Outbound and Outbound IVR *Note: SWSS is not offered/needed for HA options © 2016 Cisco and/or its affiliates. All rights reserved. Cisco Confidential. For Channel Partner Use Only. Not for public distribution. Pricing subject to change. May 6, 2016 Page 72 of 174 Ordering Guide 4.10.3 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: 4.10.3.1 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: Product Code Contents – NO LICENSES Used 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 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 Management Qty 1 Media Kit – NO LICENSES Workforce Management CCEH-SM-V100-K9 Media kit for SocialMiner 10.0 SocialMiner Web Chat MCP-10MEDIAKIT-K9 Media kit for SocialMiner CCX Recording licenses and MediaSense licenses 4.10.3.2 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 Description CCX-10-ADDK9 ADDON Premium List Price Auto expansion $0 CCX-10-PAK CCX-10-A-P-LIC Premium License $1850 CCX-10-CR-LIC Compliance Recording $325 CCX-10-QM-LIC Quality Management $495 CCX-10-AQM-LIC Adv Quality Management $695 CCX-10-WFM-LIC Workforce Management $550 CCX-10-PHA-LIC Premium High Availability $14995 © 2016 Cisco and/or its affiliates. All rights reserved. Cisco Confidential. For Channel Partner Use Only. Not for public distribution. Pricing subject to change. May 6, 2016 Page 73 of 174 Ordering Guide Model ADDON Enhanced ADDON Standard Option Class Description List Price CCX-10OBIVRLIC Predictive/Progressive Outbound and Outbound IVR $695 MCP-10X-AUD10PACK Recording Licenses for MediaSense – 10 pack $997.50 CCX-10-REC-LIC Recording Licenses for MediaSense $250 IPCX-BS-MSDVAGT Microsoft Dynamic b+s CRM connector for voice $600 IPCX-BS-SFVAGT-1Y Salesforce b+s CRM connector for voice 1 year subscription $456 CCX-10-A-E-LIC Enhanced License $1250 CCX-10-CR-LIC Compliance Recording $325 CCX-10-QM-LIC Quality Management $495 CCX-10-AQM-LIC Adv Quality Management $695 CCX-10-WFM-LIC Workforce Management $550 CCX-10-EHA-LIC Enhanced High Availability $8995 MCP-10X-AUD10PACK Recording Licenses for MediaSense – 10 pack $997.50 CCX-10-REC-LIC Recording Licenses for MediaSense $250 IPCX-BS-MSDVAGT Microsoft Dynamic b+s CRM connector for voice $600 IPCX-BS-SFVAGT-1Y Salesforce b+s CRM connector for voice 1 year subscription $456 CCX-10-A-S-LIC Standard License $395 CCX-10-CR-LIC Compliance Recording $325 Auto expansion IPCX-CRM-LC, SP-PRODUCTTERMS IPCX-CRM-LC, SP-PRODUCTTERMS Software Support Service (SWSS) for the above products can be included automatically by the ordering tool, when selecting the option to do so. * Note: SWSS is not offered for HA options 4.10.4 Ordering release upgrades with an ESW or UCSS or SWSS contract The following release upgrades are available for Unified CCX with eligibility determined by whether the customer has an ESW, UCSS or a SWSS contract: Software updates, e.g. 9.0(1) to 9.0(1) SU1. See section 4.10.4.1. Maintenance Releases, e.g. 9.0(1) to 9.0(2). See section 4.10.4.1. Minor Release Updates, e.g. 10.0(1) to 10.5(1). See section 4.10.4.1. Major Release Updates, e.g.9.0(2) to 10.0(1). See section 4.10.4.2. 4.10.4.1 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 or SWSS contract. For download location, see below. © 2016 Cisco and/or its affiliates. All rights reserved. Cisco Confidential. For Channel Partner Use Only. Not for public distribution. Pricing subject to change. May 6, 2016 Page 74 of 174 0 TO 10. etc. For Channel Partner Use Only. The Unified CCX 10. Customers must order the appropriate upgrades. 8.jsp).g. 8. All rights reserved. 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. e. specifically).5 or 9.0. Note that the older releases of the Workforce Optimization (WFO) software had release numbers out of synch with Unified CCX.Ordering Guide Maintenance Release Upgrades Maintenance releases (e. May 6.x. no HA EHA – CCX Enhanced. <K9>: the ‘K9’ designator indicates that software is shipped that is subject to export controls (encryption. <Feature>: this can be any of the following: o o o o o o o o o S – CCX Standard E – CCX Enhanced. 7.1 would be 31. Media kits and PAK for servers and seats are shipped for PUT upgrades.2 Major Release Upgrades (PUT) Major release upgrades. PUT provides the list of eligible products that can be ordered based on the contract details. historical reporting data. For download location. Not for public distribution. etc. configuration data. indirect and fresh install upgrades Direct Upgrades: only upgrades FROM release 8.com for download for customers who have a valid ESW or SWSS contract.0 would be 80.0. The Compatibility Matrix provides the mapping between the WFO release and the Unified CCX release.3 to AQM 8.0(2)) are available on cisco. Pricing subject to change. if the customer wishes to upgrade from AQM 2.0(1) to 9. http://tools. 2016 Page 75 of 174 .0 Enhanced HA system with Compliance recording. For example. see below.7. 9. In these cases the WFO product codes have the Unified CCX release numbers.0 are supported for direct upgrades. There are 3 types of major release upgrades: direct.0.g. workflows. The product codes and descriptions should be self-explanatory. Order the appropriate single PUT upgrade © 2016 Cisco and/or its affiliates. the required part number would be CCXUPG-AQM-70-80.10. 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).com/gct/Upgrade/jsp/index. with HA CR – Compliance recording QM – Quality Management AQM – Advanced Quality Management WFM – Workforce Management <FROM release> and <TO release>: 3.g.) will be migrated to Unified CCX 10.cisco. For example. no HA PHA – CCX Premium. Cisco Confidential.0(1) to 9. for customers who have a valid UCSS or SWSS contract can be ordered via the Product Upgrade Tool (PUT. for upgrading a Unified CCX 7.0(1). 4.4.0 upgrade process will ensure that all information (e. with HA P – CCX Premium. providing as much information about the original order as possible.0 license. time frame of order. Customer will need media kits for 9. For example: a customer is on a 4. If the license file cannot be retrieved for whatever reason.0.0 as well as upgrade license files for 7.g.com. In order to receive these media and licenses. choose System > License Information > Display License(s). and load the upgrade license files on top of that. fresh install release 10.0 TO 10. For example.0. SO#. customer/partner name.0 will require an intermediate upgrades to be ordered and executed separately to ensure that all information will be migrated. SO#. For customers desiring to perform a fresh install. Example: Customer is on a 7.g.0.com to request a new.0 Premium to 10. or customers who want to upgrade to new hardware. which will require a fresh install of release 10.com to request a new. May 6. time frame of order. Please note: All UCSS or SWSS upgrade customers using PUT and desiring to perform a fresh install must open a case with licensing@cisco. Refer to the bottom of this page on how to obtain the license file from the existing system. All rights reserved. PAK or existing license files) to obtain a fresh install license.0->9.0 -> 9.0. providing as much information about the original order as possible. as well as the actual license key itself. etc. Not for public distribution. number of IVR ports. the customer must order quantity 1 of each of the following PUT Product IDs: o o CCX-UPG-P-70-90K9= CCX-UPG-P-90-10K9= Fresh Installs. Customer must upgrade in the following steps: 7. A new installation is needed in two cases: Either an upgrade FROM 3. For Channel Partner Use Only. Pricing subject to change. when upgrading from 8.Ordering Guide product code.g.x or 6. 4. Customers will need to provide entitlement details (e. and so on.0 Premium release and desires to perform a fresh install. Cisco Confidential. please open a case with licensing@cisco. customer/partner name.com. etc. Customer should order CCX-UPG-P-40-10K9=. the customer should order the PUT Product ID corresponding to their current and target release. fresh install release Unified CCX 10. © 2016 Cisco and/or its affiliates. The License Information web page opens displaying the details of the configured license such as the license type.0 Premium release and desires to perform indirect upgrade to release 10. maximum number of agents.0 order quantity 1 of CCX-UPG-P-80-10= Indirect Upgrades: upgrades FROM Unified CCX 5.x. PAK or existing license files) to obtain a fresh install license. Obtaining License Information from the Unified CCX system From the Unified CCX Administration menu bar. number of seats.g.0 or 7. e.0. Customers will need to provide entitlement details (e. number of licenses ordered. e. number of licenses ordered. The customer will have to transfer their existing license file to the new hardware. Customers who are not able to provide either of these details should mail the request to ipcc-express-pm@cisco. In this case each interim upgrade must be ordered separately.0 licenses.0 TO Unified CCX 10. 2016 Page 76 of 174 .0->10. Customers who are not able to provide either of these details should mail the request to ipcc-express-pm@cisco. Unified CCX 7. There are 3 types of major release upgrades: direct.0 TO 10. Customers will need to provide entitlement details (e.0 and 9. Not for public distribution.3. which will require a fresh install of release 10.0.0 respectively to ensure that all information will be migrated.0 STD to Unified CCX 10. e.0 STD to Unified CCX 10. Refer to the information in the box below on how to obtain the license file from the existing system.0 TO 10. fresh install release 10. providing as much information about the original order as possible. o Example: Customer is upgrading from Unified CCX 5. For Channel Partner Use Only. Any such upgrade order will include all necessary intermediate upgrade Unified CCX media kits and licenses.0 to 10.Either an upgrade FROM 3.0 PRE) is not supported. and load the upgrade license files on top of that. Cisco Confidential. workflows.g. Upgrade their Unified CCX seats to another package (e.0 STD to Unified CCX 10. i.0 STD) and have not purchased a UCSS or SWSS contract. configuration data.0 TO 10. If the license file cannot be retrieved for whatever reason.0 -> 10. All rights reserved.com to request a new.0 upgrade process will ensure that all information (e.0 will require an intermediate upgrades to 8.x.com.10. o The customer will have to transfer their existing license file to the new hardware.0 license.10. PAK or existing license files) to obtain a fresh install license. 7.0 or 9. but an add-on. The Unified CCX 10.0 as well as upgrade license files for Unified CCX 5. 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. Note that adding the High Availability option to a Unified CCX system is not considered an upgrade. time frame of order.0 and 8. indirect and fresh install upgrades o Direct Upgrades: only upgrades FROM release 8. May 6. a major release upgrade and a seat upgrade at the same time (e.0 o Fresh Installs. Customer will receive media kits for 8. o Indirect Upgrades: Upgrades FROM 5. number of licenses ordered. Customers who are not able to provide either of these details should mail the request to
[email protected]. 2016 Page 77 of 174 . customer/partner name.Customer wanting to upgrade to new hardware.0.0 . historical reporting data. © 2016 Cisco and/or its affiliates.g. Unified CCX 7.g.0 ENH). Customers would need to first upgrade the version and upgrade the package.Ordering Guide 4.e. It is covered in Section 4.x or 6.0 to 10. Pricing subject to change. Unified CCX 10.) will be migrated to Unified CCX 10.0 to 8.0 are supported for direct upgrades. SO#. Customer must upgrade 5.0. etc.0 -> 8.0. etc.g. please open a case with licensing@cisco. A new installation is needed in two cases: . 4.g.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. This is a combined major release and seat upgrade.0 UPGRADE – 4.e.0 Enhanced to Premium. All upgrades must be ordered using the Product ID that specifies the release FROM which the customer is upgrading. Example 1: Unified CCX 10.0 Standard to 10.5.0 Enhanced non-HA system.cisco.0 to 10. The customer needs to upgrade to Unified CCX 10.0 UPGRADE – 4.0 UPGRADE CCX-4X-10-EHA CCX 10.0 to 10.0 Enhanced HA to 10.1 and 4.com/docs/DOC-51384 provides details on how to select eDelivery or pDelivery while placing an order Here are some example upgrade orders.0 Enhanced non-HA system.Ordering Guide Upgrade licenses are available in eDelivery (Cisco Recommended.0 UPGRADE – 7.0 Enhanced to 9. The media and licenses required for the interim upgrade from 7.0 UPGRADE CCX70-10U-E-E-S1 CCX 10.0 or later) or traditional physical delivery (all upgrades). Use product IDs: CCX-10-UPG-K9 CCX 10. They are described in sections 4.X to 10.5.0 ENH HA-HA CCX-10-10-EPHA CCX 10.0 ENH-PRE HA-HA CCX4X-10U-E-E-S1 CCX 10. Note: https://communities.0 Qty 1 ENH-ENH Seat CCX10-10U-E-P-S1 CCX 10.0 and 9. For this order physical delivery is the only option.0 UPGRADE – 10. i.0 to 10.0 Standard system and wishes to upgrade to a Unified CCX 10. For Channel Partner Use Only. The product IDs are described in detail in the following sections of this chapter.0 Enhanced Customer has a Unified CCX 7.0 to 10.0 Enhanced first and then upgrade from Unified CCX 10. or else the upgrade license key will not work. CCX-10-UPG-K9 CCX 10. May 6. but only available for direct upgrades. Use product ID: CCX-10-UPG-K9 CCX 10.0 Qty 1 STD-ENH Seat Example 2: Unified CCX 4. All rights reserved. from 7. It is important to order the correct product code.2 respectively.0 Premium HA Customer is upgrading from Unified CCX 4.0 UPGRADE CCX10-10U-S-E-S1 CCX 10.0 to 9.0 will be shipped. 2016 Page 78 of 174 .0 Enhanced Customer has a Unified CCX 10. No media is required in this case.0 media kit as part of this order.0 Premium HA.0 UPGRADE – 10.0 Enhanced non-HA system and wishes to upgrade to a Unified CCX 9.10. Example 4: Unified CCX 7.0 to 10.0 Qty 1 ENH-ENH Seat LICENSE ONLY © 2016 Cisco and/or its affiliates.X to 10. This case is a Standard to Enhanced seat upgrade only. Pricing subject to change.0 Enhanced HA to 10. This case is a major release upgrade only and electronic delivery can be used. Not for public distribution. Cisco Confidential.0 Qty 1 ENH-PRE Seat LICENSE ONLY The customer will receive the licenses and the Unified CCX 10.10.0 UPGRADE – 10. Customers will need to provide entitlement details (e. upgrading to an 10.x system. Customers who are not able to provide either of these details should mail the request to
[email protected] Qty 1 ENH-ENH Seat LICENSE ONLY CCX-80-10-EHA CCX 10.0 to 10.0 PRE HA License Quantity 1 4.5 CCX85-10U-P-P-S1 $925 CCX-85-10-PHA $7498 9. CCX-10-ADD-K9 CCX 10. PLEASE NOTE: Upgrade PAKs cannot be provided for any release 3. must open a case with licensing@cisco. 2016 Page 79 of 174 ..0 PRE Seat Qty 1 ADDON License Quantity 10 CCX-10-PHA-LIC CCX 10.0 to 10.0 CCX90-10U-P-P-S1 $925 CCX-90-10-PHA $7498 8. All rights reserved. so that the original order details can be researched.x CCX4X-10U-P-P-S1 $925 5.0 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.g.0 CCX90-10U-OBIVR $349 © 2016 Cisco and/or its affiliates. Any release 4.0 CCX50-10U-P-P-S1 $925 CCX-50-10-PHA $7498 6.0 UPGRADE – 8. the HA upgrade product code would have to be added: CCX-10-UPG-K9 CCX 10.com.0 UPGRADE – eDelivery LICENSES ONLY CCX80-10U-E-E-S1 CCX 9.1. For Channel Partner Use Only. Not for public distribution.x customer.0 UPGRADE – 8. number of licenses ordered.0 or later customer does not have to open a case and the appropriate licenses will be provided in the order. e.0 HA system. PAK or existing license files) of the original 3. So there is no need to order media separately.com to obtain a 4. Cisco Confidential. customer/partner name.10.g. As a result.Ordering Guide If the customer has a Unified CCX 8.0 license. 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 3.0 CCX80-10U-P-P-S1 $925 CCX-80-10-PHA $7498 8.5.5. etc.0 HA system.5 CCX85-10U-OBIVR $349 9.0 CCX70-10U-P-P-S1 $925 CCX-70-10-PHA $7498 8. Pricing subject to change. 4. SO#. providing as much information about the original order as possible.1 Licenses Licenses MUST be ordered for upgrade orders.x release. May 6.x CCX3X-10U-P-P-S1 $925 4.10. customers upgrading from a 3.0 CCX60-10U-P-P-S1 $925 CCX-60-10-PHA $7498 7.0 ADDON Quantity 1 CCX-10-A-P-LIC CCX 10. time frame of order.1 Ordering A La Carte UPGRADES For pDelivery a la card upgrade orders the media are included in the license orders. HA has to be ordered as an add-on after upgrading the seats to Unified CCX 10.0 CCX10-10U-S-P-S1 $1449 Order Premium HA as Addon CCX10-10U-E-P-S1 $599 CCX-10-10-EPHA ENH-PRE HA Upgrade 10. 4.5. May 6.0 CCX70-10U-E-E-S1 $625 CCX-70-10-EHA $4498 8.10.0 $6000 Please note that STD-PRE HA and STD-ENH HA upgrades are not available.0 CCX60-10U-S-S-S1 $198 HA not available 7.0 CCX80-10U-E-E-S1 $625 CCX-80-10-EHA $4498 8.0. For Channel Partner Use Only.X CCX4X-10U-S-S-S1 $198 HA not available 5. then they can request a credit on the unused term of the original purchase from Customer Service.6 WFO and WFM Upgrades WFO and WFM upgrades are tied to the version of the Unified CCX they are associated with.0 CCX10-10U-S-E-S1 $849 Order Enhanced HA as Addon STD-PRE Seat Upgrade – order for every agent: 10. © 2016 Cisco and/or its affiliates.Ordering Guide Upgrade Type From Release Seat Upgrade (Order one per agent) List Price Enhanced 3.x CCX3X-10U-S-S-S1 $198 HA not available 4.5 CCX85-10U-S-S-S1 $198 HA not available STD-ENH Seat Upgrade – order for every agent: 10.0 CCX80-10U-S-S-S1 $198 HA not available 8.0 CCX60-10U-E-E-S1 $625 CCX-60-10-EHA $4498 7. A new PAK will be assigned for the new version and counts. 4. Please contact
[email protected] for questions regarding SWSS. If the customer upgrades within the solution.0 Standard HA Upgrade (Order one per system) List Price $625 CCX-4X-10-EHA $4498 CCX50-10U-E-E-S1 $625 CCX-50-10-EHA $4498 6.cisco.x CCX3X-10U-E-E-S1 $625 4.0 CCX90-10U-E-E-S1 $625 CCX-90-10-EHA $4498 3. Please contact ucsssupport@external. 2016 Page 80 of 174 .2 Updating SWSS contract when upgrading Unified CCX licenses SWSS cannot be upgraded from one category to another (e. Cisco Confidential.cisco. All rights reserved.5 CCX85-10U-E-E-S1 $625 CCX-85-10-EHA $4498 9. Not for public distribution.X CCX4X-10U-E-E-S1 5.com for the External Credit Request Form to process the credit. they need to purchase SWSS for greater or equal value to cover the new version. Standard to Enhanced).0 CCX50-10U-S-S-S1 $198 HA not available 6. Pricing subject to change.0 CCX70-10U-S-S-S1 $198 HA not available 8.g. 0(2) CR 10.0(1) QM 10.0(1) CCX-UPG-CR85-10K9= CCX-UPG-QM-85-10K9= CCX-UPG-AQM-85-10K9= 9.7(3) AQM 10.5.0 AQM 10.6(2).5.X CR 10.6(1).0(1) CCX-80-10U-A-AS1 $348 CR 8.0(1) AQM 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.0(2) 10.0(1) CCX-90-10U-A-AS1 $348 CR 10. 2.x 10.7(2). 2.0(1) CCX-10-10U-CQMS1 $248 CR 10.6(1).0(1) CCX-UPG-CR80-10K9= CCX-UPG-QM80-10K9= CCX-UPGAQM80-10K9= 8. 2.0(2) QM 10.6(1).0(1) CCX-70-10U-C-CS1 $163 QM 2.0(2) AQM 10.0(1) CCX-70-10U-A-AS1 $348 CR 8.7(2). Pricing subject to change.5.0(1) CCX-90-10U-C-CS1 $163 QM 9.7(3) QM 10.0 CR 10.7(2).6. 2.2 A-la-carte Upgrades for CR/QM/AQM Customers who do not have a valid ESW/UCSS/SWSS contract can use a-la-carte upgrades to order the required CR/QM/AQM versions.7(3) CR 10.0(1) CCX-85-10U-C-CS1 $163 QM 8.1 UCSS or SWSS upgrades for WFO Customers who have a valid UCSS or SWSS contract can upgrade CR/QM/AQM as described below: Upgrading from 2. 2. 2. 4.6(2). Not for public distribution.7. May 6. 2016 Page 81 of 174 . 2. 2. 2. 2.0(1) CCX-70-10U-Q-QS1 $248 AQM 2.0(1) CCX-90-10U-Q-QS1 $248 AQM 9.0(1) AQM 10.X QM 10.x Upgrading To Order on PUT 10.0(1) CCX-85-10U-A-AS1 $348 CR 9.10.x.x 10. For Channel Partner Use Only.6.6.10. Upgrading From Upgrading To Order List Price Any Any CCX-10-UPG-K9 CR 2.X AQM 10. All rights reserved.0(1) CCX-80-10U-C-CS1 $163 QM 8.0 QM 10.6(2). Cisco Confidential.0(1) CCX-85-10U-Q-QS1 $248 AQM 8.0(1) CCX-UPG-CR70-10K9= CCX-UPG-QM70-10K9= CCX-UPGAQM70-10K9= 8.3 Upgrading WFM using the Product Upgrade Tool (PUT) Customers who have a valid UCSS or SWSS contract can upgrade WFM as described below: © 2016 Cisco and/or its affiliates.0.0(1) CCX-10-10UQAQMS1 $348 $0 4.0(1) CCX-80-10U-Q-QS1 $248 AQM 8.10.0(1) CCX-10-10UCAQMS1 $348 QM 10.Ordering Guide 4.5.6. 2.x.10.3.Ordering Guide Upgrading from Upgrading To Order on PUT 8. AQM.7. May 6.3. Call Recording.0 CCX-70-10U-W-WS1 $275 WFM 8.x 10. for physical or electronic delivery.0 CCX 10. testing. 8.7. The Unified CCX nonproduction lab systems include licenses for 6 Premium seats of Unified CCX with High Availability.3. 2016 Page 82 of 174 . system integration testing and load testing.0(1) CCX-UPG-WFM-80-10= 8.x WFM 10. All rights reserved. Typical examples are use in development. Product Number Description List Price CCX 10. Advance Quality Management. $100 NFR Kit Product IDs CCX-10-NFR= 4. Upgrading From Upgrading To Order List Price Any Any CCX-10-UPG-K9 $0 CCX 7.3(4) WFM 10.0(1) CCX-UPG-WFM-70-10= 8.x WFM 10.4 10.0 CCX-80-10U-W-WS1 $275 WFM 8. WFM.0(1) CCX 8.2 Customer Non-Production Systems The Unified CCX 10.7 Not for Resale and Non-production licenses 4. 8.10.4 A-la-carte Upgrades for WFM Customers who do not have a valid ESW/UCSS/SWSS contract can use a-la-carte upgrades to order the required WFM versions. Cisco Confidential. Pricing subject to change.x 10.0 CCX-90-10U-W-WS1 $275 WFM 10. The table below contains the Unified CCX only NFR Kit product ID. Not for public distribution. Unified CCX non-production lab systems cannot be used in production systems or merged with production system licenses.0 NFR Kit: PRE HA 6 seats Pre IB/OB/email.0 10. Outbound IVR and Finesse Workflow Recording. Quality Management.0(1) WFM 10. Workforce Management. © 2016 Cisco and/or its affiliates.0(1) 4.10.0 CCX 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.0(1) CCX 8. QM. 4.1 NFR Kit Product IDs Please note that the Unified CCX NFR kit is included in the UC NFR kit.5 CCX 10.0 Non Production System is provided for use by customers in an environment where production calls will not be taken.x.5.0 CCX 10. CR.0(1) CCX 9.6.0(1) CCX-UPG-WFM-85-10= 9.0 CCX-85-10U-W-WS1 $275 WFM 8.10.2. For Channel Partner Use Only.5. © 2016 Cisco and/or its affiliates. This is an extension of the existing Nuance SolutionsPlus program with Cisco Unified Customer Voice Portal (Unified CVP). QM. Pricing subject to change. All rights reserved. May 6.com/go/cvp. For Channel Partner Use Only.Ordering Guide Product Number Description List Price NPS Kit Product IDs CCX-10-NPS-K9= 4. Please note that SolutionsPlus is not an OEM. Selling Nuance for Unified CCX under SolutionsPlus is open to UCCE ATP certified partners as well as ACAS partners who have completed the Nuance training.0 has reached End of Sale and new systems cannot be ordered at this time. Ensure the customer understands that support for the Nuance products is provided by Nuance – not Cisco – under a Nuance warranty. 4. Cisco now provides orderability for the Nuance Recognizer (Tier 2. Ensure the customer executes the End User License Agreement (EULA) for the Nuance products with Nuance. 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. AQM. HA CR. It is also possible to purchase Nuance maintenance contracts through Cisco. 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. nor is there any discounting beyond the standard partner discount (e.8 CCX 10. 3. and 4) ASR products and the Nuance Vocalizer TTS product. meaning that these are Nuance products supported by Nuance.g. CVP ATP certified and ACAS 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. 2016 Page 83 of 174 . The order will remain on hold until Nuance confirms that the partner has completed the required training.10. Under the SolutionsPlus program. Cisco sales teams. Finesse Workflow Recording licenses $2. There is no VIP for Nuance products ordered through Cisco. Not for public distribution..0 NPS Kit: 6 seats Pre with OBIVR. Cisco Confidential.995 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..11 Cisco Unified CCX 9. hence there is no Cisco ESW or UCSS or SWSS maintenance. SocialMiner. This enables customers to purchase these core Nuance products from Cisco – allowing Cisco sales quota retirement – with Nuance providing order fulfillment and product support. as they must validate the order and deployment plan before the order will be approved.0 Cisco Unified CCX 9. WFM. not Cisco. Unified CCE Server Licenses (includes all Unified CCE server components) 2. The Unified CCE Server license entitles the user to deploy all of the necessary components required for Unified CCE voice deployments. 5. All rights reserved. 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 Primary Unified CCE Licensing Unified CCE Server Licenses and Unified CCE Agent Licenses are needed for all Unified CCE systems.com prior to purchase or deployment. 2016 Page 84 of 174 .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). 5.1 Unified CCE Server Licenses Each Unified CCE system requires the purchase of Unified CCE Server Licenses. please send inquiries to CollabEA-CCSupport@cisco. specifically: ● Redundant Router ● Redundant Logger © 2016 Cisco and/or its affiliates.1 Overview of Unified CCE Licensing Unified CCE licensing structure consists of the following primary and additional components: ● Primary Unified CCE Licenses 1.com or contact your Cisco account team. May 6.1. 5.1. Pricing subject to change.1. Not for public distribution. Consideration for Special Unified CCE Deployment Cases For information on ordering the Customer Collaboration Suite (UCCE and CVP) as part of the Collaboration Enterprise Agreement. A single system is defined a (redundant) router/logger.1. For Channel Partner Use Only.Ordering Guide 5. Third Party IVR Licenses 4. Unified CCE Agent Licenses ● Additional Unified CCE Licenses 3. Cisco Unified Contact Center Enterprise (Unified CCE) This section provides licensing and ordering information for Unified Contact Center Enterprise solution. please contact psap@cisco. Note: If your company is considering Cisco Unified Communications in a Public Safety Answering Point (PSAP) or equivalent emergency services environment.1. Cisco Confidential. 4 SS7. For Channel Partner Use Only.e. This NIC license can be used in a carrier/service provider environment. Unified Web Interaction Manager. All rights reserved. CRSP .. Unisource.Ordering Guide ● Redundant Unified Communications Manager Peripheral Gateway(s) ● Redundant IVR Peripheral Gateway(s) for connection to Cisco IVR systems (i. but only for internal service provider contact centers and not for offering hosted or managed services. Information on connections to third party signaling gateways are available on request. 2 AT&T NIC along with AT&T Network gateway can be used to connect only with Signling gateway. Please see Chapter 14 for more information. Unified Customer Voice Portal (CVP). Pricing subject to change. AT&T and INAP) ● Redundant CTI Server for third-party CTI connections (Note: Only for non-agent 2 3 4 desktop application) ● Network Transfer ● Remote Silent Monitor software. Please refer to respective sections of this guide for additional licensing structure and ordering information for these components.1. Note: Starting with UCCE 8. 2016 Page 85 of 174 . Note that in order to deploy this feature additional Device License Units (DLUs) licenses are required on the Unified Communications Manager. Users are required to migrate to Cisco Unified Intelligence Center (CUIC). as RSM connects to UCM as a bank of 7941 phones. SS7. NTL. TIM. ● Redundant Unified CCE System Peripheral Gateway ● Administrative Workstation(s) ● Historical Database server(s) ● Internet Script Editor (ISE) Server and ISE User Connections ● Application Gateway ● NICs (AT&T . These need to be purchased separately. Cisco Confidential. Unified E-Mail Interaction Manager. Product Numbers Description List Price ($US) CONTACT CENTER ENTERPRISE SERVER LICENSE $15. See section 9. © 2016 Cisco and/or its affiliates. Unisource and TIM INAP NICs should be used with appropriate Network gateway to connect with either a Signaling gateway or Cisco PGW softswitch. the carrier is required to purchase an IPCC Hosted NIC (IPCH-NIC) license to acquire the right to use the CRSP specification. Not for public distribution. May 6.1.00 Unified CCE Server License IPCE-SVR Note: There are also other licenses and components that may be used in combination with Unified CCE such as Cisco Finesse.5(1). Nortel) ● Network (Sigtran) gateways (ITU. one for each simultaneous monitoring session.000. Unified IP IVR. CVP and Unified IP IVR). For Hosted or managed services Hosted IPCC licenses are required. Note: Non-Cisco IVRs require Third part IVR port licenses. Unified Contact Center Management Portal (CCMP) and Unified Intelligent Contact Management (ICM) components. 3 When using the CRSP NIC to connect to a carrier network. The table below lists the Unified CCE Server License for Voice Applications and price. WebView has been disabled and not supported. © 2016 Cisco and/or its affiliates.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 deployed on one or multiple servers). All rights reserved.000 IPCE-AEMAIL-SVR CCE Advanced E-Mail Interaction Mgr Server Software License $5. 2016 Page 86 of 174 . Web Services DB Only Many Attachment Handling (inbound and outbound). all EIM and WIM licenses must be of the same class. 5. Advanced and Basic licenses may not be combined.000 Unified EIM Server License For deployments that include Unified E-Mail Interaction Manager and Unified Web Interaction Manager on the same hardware. Agents may attach files from their desktops or knowledgebase.1. Auto-responses and Suggested responses Spell Check Data adapters to integrate with databases.1. HTTP. The Unified EIM Server license entitles the user to deploy all of the necessary components required for Unified EIM deployments. Not for public distribution. Cisco Confidential. The following table summarizes the functionality provided by these configurations. For Channel Partner Use Only. Product Numbers Description List Price ($US) IPCE-BEMAIL-SVR CCE Basic E-Mail Interaction Mgr Server Software License $3. 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.1. The table below lists the Unified EIM Server Licenses for Unified CCE and their prices.3. E-Mail Interaction Feature Basic Advanced Routing and Queuing of E-Mail Messages. Push or pull routing. HTML e-mail support (incoming and outgoing) Acknowledgements. Extensive knowledgebase integrated with agent desktop Outbound workflows – allow for approval of outbound e-mail Custom Roles Multiple Partitions and Departments – allow data separation and separate administration Universal Queue* – Use CCE scripts to route e-mail to agents who are not on voice calls Multichannel (e-mail and voice) reporting* through Intelligence Center * Universal Queue and multichannel reporting available from version 4.Ordering Guide 5. Pricing subject to change.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).1. May 6.1. searchable knowledge base Single desktop for multi-session or single-session chat. 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. e-mail Spell-check. 2016 Page 87 of 174 . There are different categories of Unified CCE Agent Licenses: ● Unified CCE Agent Licenses for Voice Applications ● 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 © 2016 Cisco and/or its affiliates. Pricing subject to change. The following table summarizes the functionality provided by these configurations. in additional to the Unified WIM licenses. Product Numbers Description List Price ($US) IPCE-BCOL-SVR CCE Basic Web Interaction Mgr Server Software License $1. All rights reserved. Web Interaction Feature Basic Advanced Routing and queuing of chat requests URL Pushing – Share simple web pages Transcripts – Chat transcript can be automatically e-mailed to customer Integrated. 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. May 6.1. For Channel Partner Use Only. CUIC or Internet Script Editor Users do not require the purchase of separate user licenses. Profanity Filter (Blocked word list) Data adapters to integrate with databases.Ordering Guide The Unified WIM Server license entitles the user to deploy all of the necessary components required for Unified WIM deployments. Cisco Confidential. Web Services DB Only Many Custom Roles Multiple Departments – separate administration (data not separated) Note: Web callback will require Unified CCE voice application licenses. The table below lists the Unified WIM Server Licenses for Unified CCE and their prices. such as Administrative Workstation users. Not for public distribution. All Unified CCE Agent licenses are based on concurrent logged-in agents or supervisors.1.2 Unified CCE Agent Licenses Each Unified CCE system requires the purchase of Unified CCE Agent Licenses.500 Unified WIM Server License 5.) Note: Unified CCE Agent Licenses apply to users of various agent desktop or supervisor desktops.500 IPCE-ACOL-SVR CCE Advanced Web Interaction Mgr Server Software License $2. Other users. HTTP. © 2016 Cisco and/or its affiliates. May 6. Section 7 of this Ordering Guide includes information on ordering the Cisco Finesse server software.html Legacy Unified CCE Agent licenses (Standard.cisco.Ordering Guide ● Unified CCE Blended Agent Licenses for Voice. A Premium Agent license entitles the customer to use either Finesse IPPA. end of sale for new deployments. ● Premium Cisco Agent Desktop or Premium Cisco Supervisor Desktop (legacy). to expand their existing systems. Not for public distribution. CTI OS) as part of the CCE Premium Agent license are no longer for sale for new Unified CCE customers. Cisco Agent Desktop (CAD). ● Standard Agent License (legacy)s: The Standard Agent license includes the Cisco Finesse IP Phone Agent (IPPA) or Standard Cisco Agent Desktop (CAD) and the Standard Cisco Supervisor Desktop (CSD).1. the Finesse Browser Desktop Application. Customers who do not already have Unified CCE agent licenses are not entitled to deploy CAD/CSD. or a custom application based on the Finesse API ● Cisco CTI OS Toolkit Desktop (legacy). For Channel Partner Use Only.1. Some detail on legacy and current Unified CCE Agent licenses for Voice Applications: ● Premium Agent (current): There are three different types of Premium Agent licenses. two legacy. 2016 Page 88 of 174 . Cisco Supervisor Desktop (CSD). are end-of-sale: http://www. which allow deployment of the Finesse desktop for agents and supervisors. Select the CAD media kit when ordering Enhanced Agent licenses. one current. Pricing subject to change. Customers who do not already have Unified CCE agent licenses are not entitled to buy Enhanced Agent Licenses. All rights reserved. A customer with this license is not entitled to use the Finesse Browser Desktop Application or a custom application based on the Finesse API. Cisco Confidential. At ordering time. E-Mail.com/c/en/us/products/collateral/customer-collaboration/unified-contactcenter-enterprise/eos-eol-notice-c51-733718. In certain circumstances they can still be ordered for existing Unified CCE customers. The Standard Agent License entitles a customer to use Finesse IPPA. Customers who do not already have Unified CCE agent licenses are not entitled to deploy CTI OS. the customer has the option to choose between the different agent desktop packages by choosing the appropriate media kit. Enhanced) and legacy desktops (CAD. and CTI-OS have started Cisco End-Of-Life Process and as of July 2015. Select either the Finesse Server SW license or CAD media kit when ordering Standard Agent licenses. Cisco Contact Center Management Portal (CCMP) included with Premium Agent licenses ● Enhanced Agent Licenses (legacy): The Enhanced Agent license includes the Enhanced Cisco Agent Desktop or the Enhanced Cisco Supervisor Desktop. ● Cisco Finesse Agent Desktop (current). and Web Collaboration applications 5.1 Unified CCE Agent Licenses for Voice Applications New CCE Customer must purchase the Unified CCE Premium Agent licenses.2. Cisco Confidential.500. For Channel Partner Use Only. ● It is possible to deploy Cisco Agent Desktop. no separate license purchase is needed to acquire these capabilities.Cisco Toolkit Desktop Legac:. Upgrade and migration licenses to move from one license type to another are described in section 5. or Cisco Finesse on the same peripheral. All rights reserved.00 Legacy: Choice of: Unified CCE Agent Licenses IPCE-STDAGT-L CC ENTERPRISE STANDARD AGENT Cisco Finesse IP Phone Agent Cisco Agent Desktop – Standard Edition IPCE-ENHAGT-L CC ENTERPRISE ENHANCED AGENT $1. that the Cisco Agent Desktop agents will work only with the Cisco Supervisor Desktop.00 Legacy: Cisco Agent Desktop – Enhanced Edition (Includes CCMP license) Choice of: Current: Cisco Finesse Desktop Legac:. Toolkit or Finesse Supervisors cannot manage CAD agents and vice versa. The table below lists the Unified Agent Licenses for voice applications and prices. all agents on that peripheral must be Premium Cisco Agent Desktop Licenses. Also other functions such as chat and silent monitoring will only work for teams using the same desktop type. Note that all Cisco Agent Desktop agents on this peripheral must be the same type. For example. as you cannot mix Cisco Agent Desktop agent types on a single peripheral. CRM Agent licenses (legacy): CRM connectors are now provided from SolutionsPlus partners.3. Not for public distribution. a peripheral can contain both CTI Toolkit Agents and Cisco Agent Desktop agents (standard. Cisco Agent Desktop types may not be mixed on the same peripheral. Product Numbers Description List Price ($US) Options $1. Enhanced.1. CAD or CTI Toolkit license.00 IPCE-PREMAGT-L CC ENTERPRISE PREMIUM AGENT $1. May 6.Ordering Guide Customers who do not already have Unified CCE agent licenses are not entitled to buy Standard Agent Licenses. or premium).Cisco Agent Desktop Notes: ● For Unified CCE deployments. Cisco Agent Desktop Browser Edition is bundled into the purchase of Standard. Premium Cisco Agent Desktop agents may not be mixed on the same peripheral with Standard Cisco Agent Desktop agents.100. where as CTI Toolkit and Finesse agents will work only with the CTI Toolkit or Finesse Supervisor Desktop. ● Support for Cisco IP Phone Agent. © 2016 Cisco and/or its affiliates. CTI Toolkit. For example. enhanced. ● Mobile Agent is included with any Finesse. Be aware that when this configuration is deployed.700. For example. 2016 Page 89 of 174 . See the SolutionsPlus chapter for more details. or Premium Cisco Agent Desktop license purchase and if a customer has purchased these licenses. if a peripheral contains some Premium Cisco Agent Desktop Licenses. Pricing subject to change. These capabilities are not included when Cisco Tool Kit Option is selected under Premium Agent License. Ordering Guide ● CRM Agents can be mixed on a peripheral with any other type of agent license. However, note that only Finesse or CTI Toolkit supervisors can supervise a CRM Agent. Cisco Supervisor Desktop cannot be used to supervise a CRM Agent. ● Unified Contact Center Management Portal is included with each new CCE Premium or CRM agent purchased. 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. The Dialer Port license, licenses the use of the Unified CCE Dialer components (such as the dialer and campaign manager). No additional Unified Communications Manager licenses are required for the Dialer. Note: Unified CCE Standard Agent licenses for voice applications will 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. The table below lists the Unified CCE Dialer Port license and price. Product Numbers Description List Price ($US) CC ENTERPRISE DIALER PORT $600.00 Unified CCE Outbound licenses IPCE-DIALPORT-L 5.1.1.2.3 Unified CCE Agent Licenses for E-Mail Interaction Manager All Unified CCE Agent licenses for E-Mail Interaction Manager (EIM) are based on concurrent logged-in agents. Each agent needs a license when they are logged-in to respond to e-mail messages (independent of whether they are handling an e-mail interaction or not). There are two types of EIM agent licenses for Unified CCE – Basic and Advanced. Please see section 5.1.1.1.2 for a summary of the differences between Basic and Advanced configurations. Note that a single deployment may have only one class of license – Basic or Advanced (i.e. you may not have some basic and some advanced agent licenses). All server and agent licenses must be of the same class – you may not deploy advanced agent licenses on a server with a basic server license. The table below lists the Unified EIM Agent Licenses for CCE and their prices. © 2016 Cisco and/or its affiliates. All rights reserved. Cisco Confidential. For Channel Partner Use Only. Not for public distribution. Pricing subject to change. May 6, 2016 Page 90 of 174 Ordering Guide Product Numbers Description List Price ($US) 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 $2,500 Unified EIM Agent Licenses 5.1.1.2.4 Unified CCE Agent Licenses for Web Interaction Manager All Unified CCE Agent licenses for Web Interaction Manager (EIM) are based on concurrent logged-in agents. Each agent needs a license when they are logged-in to respond to web interaction tasks (independent of whether they are handling a session or not). There are two types of WIM agent licenses for Unified CCE—Basic and Advanced. Please see section 5.1.1.1.3 for a summary of the differences between Basic and Advanced configurations. Note that a single deployment may have only one class of license—Basic or Advanced (i.e. you may not have some basic and some advanced agent licenses as part of the same deployment). All server and agent licenses must be of the same class—you may not deploy advanced agent licenses on a server with a basic server license. The table below lists the Unified WIM Agent Licenses for CCE and their prices. Product Numbers Description List Price ($US) 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 Unified EIM Agent Licenses 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: © 2016 Cisco and/or its affiliates. All rights reserved. Cisco Confidential. For Channel Partner Use Only. Not for public distribution. Pricing subject to change. May 6, 2016 Page 91 of 174 Ordering Guide 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. Product Numbers Description List Price ($US) Unified CCE Blended Agent Licenses IPCE-BEW-AGT-L CCE Blended License Basic EIM + WIM Agent $2,100 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 CCE Blended License Premium Voice + Advanced EIM + WIM Agent $ 2,300 IPCE-PVAEW-AGT-L 5.1.1.2.6 $ 3,300 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 solutions offered: cloud service or perpetual license The eGain for Cisco SolutionsPlus offering is available in two different models: as a cloud service and as a perpetual license for deploying the software on the customer premises. Similar functionality is offered through either model. The cloud offer requires a minimal two year term, paid upfront, with optional annual extensions. The fee for the cloud offer includes the licenses as well as the operational cost. © 2016 Cisco and/or its affiliates. All rights reserved. Cisco Confidential. For Channel Partner Use Only. Not for public distribution. Pricing subject to change. May 6, 2016 Page 92 of 174 User-based licenses for Contact Center applications There are two types of user-based licenses. a maximum of 200 individual users have the potential to setup Cobrowse sessions. May 6. Named or configured agents: This refers to the number of individual. a license for 20. For example. expressed as the number of sessions it can handle every month. If during any month a higher number of Chatbot sessions are needed. 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. Nonproduction suites (NFR) contain all eGain products for Cisco SolutionsPlus. 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.000 Chatbot sessions a month is a perpetual license that licenses the system for a maximum capacity of 20. Pricing subject to change. For example. The distinction between the two is the enforcement of the minimal contract duration of 2 years for cloud orders and minimal order size for licenses on the first SKU.e. named agents (user IDs) configured in the system. Not for public distribution. can have no more than 200 agents logged into the system (i. Cisco Confidential. 2016 Page 93 of 174 . offers. or 50K at the end of the SKU name. Products based on number of sessions. without written permission from eGain. whether they are handling emails or are idle) at any given point in time. independent of whether they are actually using the system. Use the IPCE-EGAIN for new orders and IPCE-EGAIN-ADDON if you want to add additional seats to an existing deployment. 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 Ordering All eGain products can be ordered via the top level SKU IPCE-EGAIN-K9 and IPCEEGAIN-ADD-K9. Non-production Licenses The non-production suites come standard with permanent licenses for 50 agents. 25K. © 2016 Cisco and/or its affiliates. an eGain Mail application that is licensed for 200 concurrent agents. All purchased eGain SolutionsPlus products need to go through the A2Q process. For example. depending on the product: o o Concurrent logged-in agents: This refers to the number of allowed concurrently logged-in agents according to the license requirement.000 Chatbot sessions each month.Ordering Guide The license model features different types of licenses dependent on the product: Volume-based licenses for web applications Volume-based licenses are perpetual licenses that license the system for a certain maximum capacity. For Channel Partner Use Only. or surveys have a 10K. Any order with additional discounts will not be honored and released from Compliance Hold. All rights reserved. a license for the additional capacity must be purchased. when an eGain Cobrowse system is licensed for 200 named agents. 20K. or Hosted Collaboration Solution (HCS). if you have a Unified CCE system with or without voice agent licenses. but will be added to the order automatically when ordering eGain Chat or Video Chat.egain. EIM-WIM Advanced is a subset of eGain Mail and Chat. EIM-WIM offers basic and advance email and chat capabilities whereas eGain Chat and Email offers all advanced capabilities. which is the same in the eGain SolutionsPlus products. However.0 is used. Video Chat. eGain Sales Engagement Cisco account teams must involve eGain on every SolutionsPlus sale opportunity to ensure the needed expertise is present during customer engagement. All rights reserved. When EIM/WIM 11.Ordering Guide Maintenance and support For more information regarding eGain product upgrades. and Mail integrate to Unified CCE with no additional Unified CCE licenses required for the integration. If customers want “additional” eGain products/functionality outside of email and chat. Cisco does not consider eGain opportunities through SolutionsPlus where there are no immediate ties to a Unified CCE system or opportunity. EIM-WIM 9. Integration with Cisco Unified Contact Center Enterprise (Unified CCE) The eGain SolutionsPlus offerings. on separate media with its own license certificate) along with the SolutionsPlus Right to Use Notification to customers. Not for public distribution. visit http://www. SKU for the Cisco Media Blender and Right to Use Notification certificate are IPCE-EGAN-CMB and IPCE-EGAN-LC respectively. services. For additional information. both on premise and cloud offerings are only available when integrated with Unified CCE. For Channel Partner Use Only. CMB is not required for any functionality.com/ciscosolutionsplus/..0 uses eGain version 11 as its code base. 2016 Page 94 of 174 . Note: Only Cisco Media Blender related support inquiries should go through Cisco TAC. May 6. Video Chat. Customers looking to explore this option further should contact eGain to discuss potential choices.com/ciscosolutionsplus/ eGain on-prem licenses Product Numbers Description List Price ($US) for minimum initial purchase Unit © 2016 Cisco and/or its affiliates. Pricing subject to change. So in other words.egain. For instance. Cisco has no rights to resell eGain licenses for such unconnected deals. Note: CMB is only needed for Web/Scheduled Callback functionality. There are some similarities as well as differences between EIM-WIM and eGain SolutionsPlus.e. E-Mail and Web Interaction Manager (EIM-WIM) customers eGain SolutionsPlus products cannot be sold as add-ons to EIM WIM. Therefore when an order is placed for eGain Chat or Video Chat. and Mail routing. eGain Chat. the Cisco Media Blender software will automatically be shipped (i. i. Cisco Confidential. visit http://www. and support. eGain SolutionsPlus is the way to go. Packaged CCE. Cisco Media Blender is not needed for regular click to chat or email. Cisco provides the Cisco Media Blender software for free when eGain Chat or Video Chat is ordered.e. you can integrate with eGain for Chat. Includes Guided Help IPCE-EGAN-CTB-20K eGain Chatbot . realtime.125 Concurrent agent IPCE-EGAN-SOC-CN Social case management $1. and community knowledge harvesting IPCE-EGAN-OFF-50K eGain Offers .125 Concurrent agent IPCE-EGAN-VCHT-CN eGain Video Chat .825 25. productive and guided self-service experiences to website visitors.For avatar-based. productive and guided self-service experiences to website.500 20.500 50.Ordering Guide Volume-based Applications Base Products IPCE-EGAN-SSA-20K eGain SelfService Advanced .250 Unit 10.000 sessions/month $42.Shared web browsing and secure form-filling (stand alone. 2016 Page 95 of 174 .Enables organizations to provide distinctive. does not include Chat) $1.Delivers proactive. Pricing subject to change.Text Chat (reactive chat + agent offers) $2.250 10.000 sessions/month $21. Note: Must have already purchased IPCE-EGAN-CTB-20K in order to buy this add-on product IPCE-EGAN-COM-10K eGain Community .KnowledgeAgent $2. 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.000 presented contentbased offers/month $7.Text Chat (reactive chat + agent offers) + Video Chat $3. brand-aligned natural language conversations. Note: Must have already purchased IPCE-EGAN-OFF-50K in order to buy this add-on product User-based Contact Center Applications List Price ($US) $21.Email management List Price ($US) $2. Not for public distribution. Cisco Confidential. For Channel Partner Use Only.For creation and management of online communities or forums.500 20.5M mentions per month $23.750 $131. realtime.125 Unit Concurrent agent IPCE-EGAN-CHT-CN eGain Chat .250 Named agent IPCE-EGAN-KA-CN eGain KnowledgeAgent .125 Advanced (includes guided help) Concurrent agent IPCE-EGAN-CTK-CN Case management (Call Track) + Knowledge Agent (but not guided help) $2. rule-based content offers to website visitors IPCE-EGAN-SOCM-1T eGain Social Monitoring Tier 1: 5 searches / 10K mentions per month IPCE-EGAN-SOCM-2T eGain Social Monitoring Tier 2: 20 searches / 100K mentions per month IPCE-EGAN-SOCM-3T eGain Social Monitoring Tier 3: 40 searches / 250K mentions per month IPCE-EGAN-SOCM-4T eGain Social Monitoring Tier 4: 100 searches / 2. Note: Must have already purchased IPCE-EGAN-SSA-20K in order to buy this add-on product IPCE-EGAN-CTB-10K eGain Chatbot (Virtual Assistant) – For avatar-based.000 presented contentbased offers / month Product Numbers IPCE-EGAN-MAIL-CN Description eGain Mail .000 sessions/month Product Numbers IPCE-EGAN-SSA-10K Description eGain SelfService Advanced .000 sessions/month $19.000 sessions/month $9.425 Concurrent agent $42. May 6.000 sessions/month $21.000 Blended eGain Agent Desktop Product Numbers Description List Price ($US) Unit © 2016 Cisco and/or its affiliates. All rights reserved.900 5 searches / 10K mentions per month 20 searches / 100K mentions per month 40 searches / 250K mentions per month 100 searches / 2.250 10. rule-based content offers to website visitors.For creation and management of online communities or forums.5M mentions per month Optional ADD-ON Products $42.600 $53. brand-aligned natural language conversations IPCE-EGAN-COM-20K eGain Community .550 Concurrent agent IPCE-EGAN-COB-NM eGain Cobrowse .Enables organizations to provide distinctive.500 20. Text Chat (reactive chat + agent offers) + Video Chat + Cobrowse Mail + Text Chat (reactive chat + agent offers) $2. To purchase an initial one contract. Pricing subject to change.525 Concurrent agent Product Numbers IPCE-EGAN-NFR-EC Description NON-PRODUCTION SUITE FOR END CUSTOMERS – For Development / Test / Staging Environments for end customers List Price ($US) $3. For Channel Partner Use Only.900 10. eGain cloud services require a $50. 5 Topics/month. Price is for the minimum initial two year contract term.Enables organizations to provide distinctive.875 Concurrent agent. IPCE-EGAN-C-CY-10K eGain Community .000 per year minimum for any cloud services purchased. brand-aligned natural language conversations Description eGain SelfService Advanced . Price is for a one year contract extension. customers may purchase an initial one year contract instead of the previous minimum two-year contract term. All eGain cloud services can be ordered via the top level SKU IPCE-EGAIN-K9 and IPCE-EGAIN-ADD-K9.275 Unit Per additionally installed system beyond the production environment IPCE-EGAN-NFR-CP NON-PRODUCTION SUITE FOR PARTNERS – For Development / Test / Staging Environments for Partners.Enables organizations to provide distinctive. Cisco Confidential. $19. Note: Must have already purchasedIPCE-EGAN-C-SS10K in order to buy this add-on product Unit 10.950 IPCE-EGAN-C-VA-10K eGain SelfService Advanced .000 Session / month. Includes Guided Help eGain Virtual Assist .For creation and management of online communities or forums. Product Numbers IPCE-EGAN-1Y-C-SS List Price ($US) $25. productive and guided self-service experiences to website.Ordering Guide IPCE-EGAN-SCHT-CN $3. 2015. Product Numbers Description List Price ($US) for minimum initial purchase Unit Volume-based Applications IPCE-EGAN-C-SS10K $51.000 Session / month. Must buy same number of licenses of each product Concurrent agent. realtime.975 IPCE-EGAN-MCCOCN eGain Mail + Text Chat (reactive chat + agent offers) + Cobrowse $3. limited in volume $0 Per installed system IPCE-EGAN-CKM-CN Non-Production Suites eGain cloud services eGain cloud services are listed below. customers must select the add-on products which include a one-year contract term. Note.000 Session / month. Single system with all functionality.For avatar-based.750 IPCE-EGAN-C-SM-5T eGain Social Monitoring: Enables companies to connect with their customers in a vital and immediate way by eliciting feedback at various points of contact Optional ADD-ON Products $2. and community knowledge harvesting IPCE-EGAN-C-CO-10K eGain Offers .875 Concurrent agent IPCE-EGAN-MACHCN eGain Super Chat . Price is for the minimum initial two year contract term.900 10.300 IPCE-EGAN-MLTI-CN eGain Multichannel Agent . All rights reserved. effective June 13. productive and guided self-service experiences to website visitors. Price is for the minimum initial two year contract term.625 25.000 Presented contentbased offer/ month. $51. May 6.900 10.CallTrack + Mail + Social + Chat + Video Chat + Cobrowse + KnowledgeAgent Advanced Chat (reactive chat + agent offers) + ClickToCall + Knowledge + Mail $7.Delivers proactive.000 sessions/month. 2016 Page 96 of 174 . Price is for the minimum initial two year contract term. Further. Not for public distribution. Price is for the minimum initial two year contract term. © 2016 Cisco and/or its affiliates. Must buy same number of licenses of each product Concurrent agent $4. rule-based content offers to website visitors $51. Case management + Knowledge Agent (but not guided help) eGain Mail .Email management IPCE-EGAN-C-SO-CN eGain Social . Price is for a two year contract term. Blended eGain Agent Desktop Product Numbers Description List Price ($US) List Price ($US) Unit Unit © 2016 Cisco and/or its affiliates. Price is for a one year contract extension. Price is for a two year contract term. IPCE-EGAN-1Y-C-KA eGain KnowledgeAgent KnowledgeAgent Advanced (includes guided help). $1. Price is for a one year contract. Price is for a one year contract.Social case management.Ordering Guide eGain Chatbot (Virtual Assistant) – For avatar-based. Not for public distribution.950 10.150 Concurrent user.950 Concurrent user. rule-based content offers to website visitors. Note: Must have already purchased IPCE-EGAN-C-CO-10K in order to buy this add-on product IPCE-EGAN-1Y-C-SM eGain Social Monitoring: Enables companies to connect with their customers in a vital and immediate way by eliciting feedback at various points of contact Note: Must have already purchased IPCE-EGAN-C-SM-5T in order to buy this add-on product User-based Contact Center Applications $25. $2.950 10.000 presented contentbased offers / month. Product Numbers IPCE-EGAN-C-CM-CN List Price ($US) $3. All rights reserved.Social case management $2.Text Chat (reactive chat + agent offers) + ClickToCall $3.Comprehensive reports. $3. IPCE-EGAN-1Y-C-ML IPCE-EGAN-1Y-C-VC eGain Video Chat . realtime.950 Concurrent user. Price is for a two year contract term.Text Chat (reactive chat + agent offers) + ClickToCall.950 Concurrent user. Note: Must have already purchased IPCE-EGAN-C-VA10K in order to buy this add-on product IPCE-EGAN-1Y-C-CY eGain Community . Concurrent user. $0 No cost with the purchase of other eGain products IPCE-EGAN-C-VC-CN eGain Video Chat . May 6.900 Unit Concurrent user. Price is for a one year contract.Text Chat (reactive chat + agent offers) + Video Chat+ ClickToCall IPCE-EGAN-C-COB-CN eGain Cobrowse . Price is for a one year contract extension. $1. Price is for a two year contract term.Shared web browsing and secure form filling (stand alone. Price is for a one year contract. does not include Chat).400 Concurrent user.900 Concurrent user. IPCE-EGAN-1Y-C-COB eGain Cobrowse . IPCE-EGAN-1Y-C-VA IPCE-EGAN-C-ML-CN Description eGain Case Manager . Price is for a two year contract term.For creation and management of online communities or forums.900 Concurrent user.300 Named user. Price is for a one year contract extension. Pricing subject to change. dashboards. Price is for a one year contract. Price is for a one year contract $3. ).600 Named user.325 5 Topics/month. $25. $1. IPCE-EGAN-1Y-C-SO eGain Social . $1. Price is for a one year contract extension.Email management. Cisco Confidential. For Channel Partner Use Only. does not include Chat) IPCE-EGAN-C-KA-CN eGain KnowledgeAgent KnowledgeAgent Advanced (includes guided help) N/A eGain Analytics . community knowledge harvesting Note: Must have already purchased IPCE-EGAN-C-CY-10K in order to buy this add-on product IPCE-EGAN-1Y-C-CO eGain Offers – Delivers proactive. $1.950 Concurrent user. Price is for a two year contract term. IPCE-EGAN-C-CT-CN eGain Chat .Shared web browsing and secure form-filling (stand alone. $9.000 sessions/month. $1. 2016 Page 97 of 174 . $1.Case management + Knowledge Agent (but not guided help).000 sessions/month.825 25.Text Chat (reactive chat + agent offers) + Video Chat+ ClickToCall. $6. and alarms for operational performance management Optional ADD-ON P Blended eGain Agent Desktop Products $3.950 Concurrent user.900 Product Numbers Description IPCE-EGAN-1Y-C-CM eGain Case Manager . IPCE-EGAN-1Y-C-CT eGain Chat . brand-aligned natural language conversations. eGain Mail . real-time monitors. Price is for a two year contract term.725 Concurrent user. Price is for a one year contract. 2016 Page 98 of 174 . chat . Concurrent user. Price is for the minimum initial two year contract term.825 eGain Mail. For Channel Partner Use Only. eGain Mail and Chat .enabling end users to be more agile.Case Manager $6. Price is for a one year contract IPCE-EGAN-1Y-C-MC eGain Mail and Chat .Text Chat (reactive chat + agent offers) + ClickToCall + Video Chat + Cobrowse.2. Price is for the minimum initial two year contract term.Mail + Text Chat (reactive chat + agent offers) + ClickToCall $7. Not for public distribution.575 (reactive chat + agent offers) + ClickToCall + Knowledge + Mail.925 Unit Concurrent user.300 Concurrent user. Cisco Confidential. Must buy same number of licenses of each product. and Cobrowse . $3. Price is for the minimum initial two year contract term.000 Concurrent user. VIM DataMart is not required to purchase VIM Standard. and Mail . Concurrent user.150 CN (reactive chat + agent offers) + ClickToCall + Knowledge + Mail Optional ADD-ON Products Concurrent user. VIM makes contact center operations more productive .1. to reduce costs and to deliver improved customer experience.Mail + Text Chat (reactive chat + agent offers) + ClickToCall.Mail + Text Chat (reactive chat + agent offers) + Cobrowse + ClickToCall. Price is for a one year contract 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.Chat $4. and Mail . Must buy same number of licenses of each product. Price is for the minimum initial two year contract term. and Cobrowse . upsell SKUs can be applied to readily switch on functionality from one level to the next. upgrading VIM Standard to VIM Performance. $3.7 Concurrent user. May 6.975 IPCE-EGAN-C-MLTCN eGain Multichannel Agent .100 + Mail + Social + Text Chat (reactive chat + agent offers) + Video Chat + Cobrowse + Knowledge Agent Advanced + ClickToCall IPCE-EGAN-C-CKMeGain Chat. All rights reserved. Product Numbers IPCE-EGAN-1Y-C-SC Description eGain Super Chat . Concurrent user. For example. VIM products are inclusive of the prior version so purchase can start at any of the three levels. Concurrent user.Mail + Text Chat (reactive chat + agent offers) + Cobrowse + ClickToCall $6. List Price ($US) $3. Concurrent user. eGain Chat.550 + Mail + Social + Text Chat (reactive chat + agent offers) + Video Chat + Cobrowse + Knowledge Agent Advanced + ClickToCall. Price is for a one year contract IPCE-EGAN-1Y-C-MLT eGain Multichannel Agent . Price is for the minimum initial two year contract term. Knowledge. Descriptions of the three VIM products are included below: © 2016 Cisco and/or its affiliates.Ordering Guide IPCE-EGAN-C-SC-CN IPCE-EGAN-C-MC-CN IPCE-EGAN-C-MCCCN eGain Super Chat . Price is for a one year contract IPCE-EGAN-1Y-C-MCC eGain Mail. Knowledge.g.600 $5. chat . Through the SolutionsPlus program. Price is for a one year contract IPCE-EGAN-1Y-C-CKM 5. analytics and management of Cisco powered contact centers.Text Chat (reactive chat + agent offers) + ClickToCall + Video Chat + Cobrowse.Case Manager $13. 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.Chat $9.1. Pricing subject to change. e. Pricing subject to change. 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. outbound campaigns and percent allocations. script variables. May 6. 2016 Page 99 of 174 . QM. DataMart offers native data connections to Cisco UCCE. A single connection Mediator license is also included to enable data import to be configured to another data source.High Avail $60 Exony VIM Mediator (Per Database and Agent / Port) – High Avail $15 IPCE-EXONY-HA-D-L1 IPCE-EXONY-D-L1 Add on Options – High Availability Upgrade Options © 2016 Cisco and/or its affiliates. Email or CRM platforms.e. A mandatory support and maintenance contract is purchased directly from Exony at 20 percent of the total product sale. analytics. 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.Ordering Guide - 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 cloud style computing model. Additionally. UCCH. enabling import and consolidation of data into one repository. All the VIM reporting. e. order one per concurrent agent or concurrent IVR/CVP port in the system. Not for public distribution.Simplex $240 IPCE-EXONY-A-P Exony VIM Performance Concurrent Agent / Port . For each of these products. All Exony products are orderable via the top level SKU IPCE-EXONY. resource and service management applications inherit the security framework.High Avail $45 IPCE-EXONY-HA-A-S Exony VIM Standard Concurrent Agent / Port .Simplex $180 IPCE-EXONY-A-S Exony VIM Standard Concurrent Agent / Port . All rights reserved. For Channel Partner Use Only.Simplex $480 Add on Options – Mediator (for Datamart & Standard only) Exony VIM Mediator (Per DB and Agent / Port) – Simplex $60 IPCE-EXONY-HA-A-DM Exony VIM Datamart Concurrent Agent / Port . Standard includes Resource Management (native VIM version of CCMP) and Service Management applications to enable end users to safely manage UCCE/H resources. WFM. - VIM Standard builds on VIM DataMart (i. - VIM DataMart is the core VIM reporting data repository built on the security framework. security. High Availability SKUs (enabling a redundant failover architecture) are additional to the base product SKU and are also ordered as a quantity of concurrent agents or ports. Description List Price ($US) Product Numbers Exony Product Licenses IPCE-EXONY-A-DM Exony VIM Datamart Concurrent Agent / Port .g. ICM and CVP platforms. performance management. Cisco Confidential. 00 IPCE-ONQADDONPRT-L ALI OnQ Port for UCCE Add On & Packaged CCE $1600.1.Ordering Guide 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 .1.00 ALI Solutions Product Licenses 5. It is not intended for use with 3rd party dialers.High Avail $60 5. the base server license is not required – the Add On port SKU should be ordered. Note: This product license allows OnQ to be used with Unified CCE Outbound Option only. This solution automates and centralizes campaign and policy management. while reducing the complexity of outbound operations.2. Additionally.1. For Channel Partner Use Only.High Avail $15 IPCE-EXONY-HA-UP-P Upgrade from VIM Standard to VIM Performance . May 6. All Austin Logistics products are orderable via the top level SKU IPCE-AUSTIN. a corresponding OnQ port needs to be purchased for every Outbound Dialer Port deployed. Customers may contact ALI Solutions directly for other dialer integrations.000.00 IPCE-ONQPORT-L ALI OnQ Port for CCE $1600. The licenses for the connectors are sold on a perpetual basis. customers need to procure Contact Center Enterprise Premium Licenses as described in this ordering guide. and teleservices operations. These CRM connectors are applied on top of premium license seats.1. Add On OnQ ports do not require the base server license. a base server license is required (one per customer). 2016 Page 100 of 174 .2. The table below lists the CCE ALI Solutions OnQ Server and Port license and price. Each of these products operates within a Contact Center Enterprise Environment and as prerequisite. for Packaged CCE deployments. All rights reserved. provides elegant integration to CRM applications. ensuring call rule compliance and meeting goals and quotas while responding to staffing fluctuations. telemarketing.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. and multi-channel interaction handling.8 $60 $240 ALI Solutions OnQ Campaign Management for Cisco Unified Contact Center Enterprise through Cisco SolutionsPlus The OnQ Campaign Management Solution maximizes calling effectiveness. Additionally. Not for public distribution. Installation and Support services for OnQ are separate and purchased directly through ALI Solutions. The list of CRM Connectors available via SolutionsPlus includes: Bucher+Suter Connects for Salesforce Bucher+Suter Connects for Microsoft Dynamics Bucher+Suter MCA for Siebel © 2016 Cisco and/or its affiliates. OnQ adds additional power and flexibility to Cisco Unified Contact Center Enterprise Outbound Option and is equally effective in collections. Cisco Confidential. If ordering OnQ. Pricing subject to change. Product Numbers Description List Price ($US) IPCE-ONQSVR ALI OnQ Enterprise Server License $50. Cisco Confidential. May 6. © 2016 Cisco and/or its affiliates.2. The statement of work and maintenance master agreements with Bucher+Suter must be executed prior to A2Q review. Customers purchase deployment services directly from Bucher+Suter.9. where the customer owns the software and the maintenance and upgrade subscription are renewed on a yearly base. For Channel Partner Use Only. Description Option Class 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 5. 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. The price for a seat license is the same regardless of whether it is a new deployment or add-on to an existing deployment. Customers purchase these subscriptions directly from Bucher+Suter. The customer purchases the right to use the software for a predefined timeframe. The b+s Connects for Salesforce “Software Subscription” model includes the right to use. As opposed to a perpetual license model. the “Software Subscription” model offers the end customer a consumption based approach via a 12 month contract. 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. The general guidelines associated with migrations include: $0 License Migration Cost Bucher+Suter Deployment Services are mandatory. All rights reserved. Note that new deployments are limited to a minimum of 30 seats with no maximum number of seats.1 b+s Connects for Salesforce – CCE Edition The b+s Connects for Salesforce is sold based on a “Software Subscription” approach. 2016 Page 101 of 174 . Bucher+Suter Annual Maintenance/Upgrade Subscriptions are mandatory.1.1. Purchase orders for the Bucher+Suter contracts must be submitted before the software will ship. Not for public distribution. There is no minimum or maximum number of seats for add-on deployments. the maintenance and the right to get new versions (upgrades) of the software for 12 months.Ordering Guide Bucher+Suter MCA for SAP Migration from existing Cisco Unified CRM Connectors Customers may migrate from existing Cisco Siebel and SAP CRM Connector deployments to Bucher+Suter CRM Connectors through SolutionsPlus. Pricing subject to change. not concurrent agent IPCE-BS-SF-CAGT-1Y Requires a voice only license.2 Lab/Non-Production (NPS) Systems NPS are not available for b+s Connects for Salesforce .9. the Partner must obtain the end customers Salesforce organization ID and provide that to Bucher + Suter.9. ** REQUIREMENT for end customer Salesforce Organization ID: Please note. which are required for installation. Description List Price ($US) Product Numbers B+S Connects for Salesforce – CCE Edition – voice agent “Software Subscription” $528 12 month “Software Subscription” Contract IPCE-BS-SF-VAGT-1Y Pricing is per named agent.php 5. For implementation services please contact Bucher + Suter directly: Bucher + Suter Sales: United States: 1-800-917-9060 Rest of the world: +41 31 917 52 00 © 2016 Cisco and/or its affiliates.1.1.2.1.2. 2016 Page 102 of 174 .3 Professional Services for Implementation Bucher + Suter provides deployment and project services on a case by case basis for an additional charge. May 6. 5.1. not concurrent agent B+S Connects for Salesforce – CCE Edition – case and email to case agent “Software Subscription” $264 12 month “Software Subscription” Contract Pricing is per named agent. 5.1.1.Ordering Guide Please note that the b+s Connects for Salesforce “Software Subscription” does not include Professional Services. Trial deployment in production ORGs is available for 30 days for 5 users. Cisco Confidential. Bucher + Suter deployment services for all other perpetual license or “Software Subscription” orders (non-migration SKUs) are optional but highly recommended for the first implementation.com/products/crmconnectors/documentation.1 Prerequisites for Connects for Salesforce – CCE Edition The prerequisites for the b+s Connects for Salesforce are listed and described in the latest release notes found here: http://www.9.CCX and CCE Editions. For Channel Partner Use Only. All rights reserved.1.1.2. Pricing subject to change. The connector can be deployed in Salesforce sandboxes ORGs.bucher-suter. Failure to provide the Salesforce Org ID will block installation of software. Please contact Bucher + Suter for expected lead times and engineering availability. Not for public distribution.1. 2016 Page 103 of 174 . May 6.1. Support contracts are available which provide: • • Telephone and email support • Guaranteed response time as shown in the SLA (via phone) • 24 x 7 access to the support center Available 24 x 7 maintenance model is included in the “Software Subscription” pricing Model/SLA "Silver" 22% Major Reaction Time [h] Intervention Time [h] Escalation Time [h] Minor 1 6 12 24 N/A Important Notes: Pricing above includes major upgrades of the connector. Service Orders are non-cancelable by Customer after acceptance by b+s. All rights reserved.php Customer must provide following information: a) Cisco SO# b) Customer name and location © 2016 Cisco and/or its affiliates. nonpayment. Not for public distribution.4 Maintenance Information included in the “Software Subscription” contract Bucher + Suter software maintenance is included in the service fee. prior to the end of the term of the Service Order.1. 5.1. For Channel Partner Use Only.9. nonuse or other conduct or inaction on the Customer’s part.2. http://www.Ordering Guide info@bucher-suter. Cisco Confidential.com 5. Pricing subject to change.9.1.6 Provisioning Information for “Software Subscription” Upon receiving the Cisco shipment notification Customer is required to activate the “Software Subscription” using Bucher + Suter’s online form. and the number of user subscriptions specified in an accepted Service Order cannot be decreased.1.9.bucher-suter.1.2.com/products/ciscossolutionplusprogram. “Software Subscription” pricing does not cover Professional Services for upgrades. regardless of any termination. No Cancellation. 5.1.1.1.5 Service Orders (“Software Subscription”) Existing Service Orders (“Software Subscription”) shall automatically renew unless terminated by either party by providing thirty (30) days prior written notice to the other party.2. 2 Bucher+Suter Connects for Microsoft Dynamics In order to use the Bucher+Suter Connects for Microsoft Dynamics.Ordering Guide c) Salesforce Organization identification number (Org ID) d) “Software Subscription” service effective start date e) Partner name and contact details of person to be contacted for renewal The effective start date is no later than 3 months after order initiation (by Cisco) date.2. Not for public distribution. After filling out this information the partner will receive instructions via email for downloading the b+s software and implementation guide. Media channels are available at an additional cost. May 6.1.1. $350 IPCE-BS-SIEBE-EAGT Add-On Bucher+Suter CRM Connector for chat handling.1. and have a valid UCSS/ESW/SWSS contract. Pricing subject to change.9. 2016 Page 104 of 174 . Media channels are available at an additional cost. $0 Bucher+Suter CRM Connector for SAP (Voice Only) $700 © 2016 Cisco and/or its affiliates.2. $350 IPCE-BS-SIEBEL-CAGT 5. Migration licensing from legacy ‘Cisco CRM Connector for Siebel’ to ‘SolutionsPlus MCA for Siebel’ is for voice only. Requires a voice only license. Note: The connector licenses for Microsoft Dynamics are based on the number of concurrent agents. $0 Bucher+Suter CRM Connector for Siebel (Voice Only) $700 IPCE-BS-SIEBE-VAGT Add-On Bucher+Suter CRM Connector for email and ticket handling. All rights reserved. For Channel Partner Use Only. Migration licensing from legacy ‘Cisco CRM Connector for SAP’ to ‘SolutionsPlus MCA for SAP’ is for voice only.9.3 Bucher+Suter CRM Connector for Microsoft Dynamicsl (Voice Only) $700 Add-On Bucher+Suter CRM Connector for email handling. A license is required for each agent at maximum utilization. Description List Price ($US) Product Numbers IPCE-BS-SIEBE-MGR Migration SKU from Cisco connectors to b+s for Siebel. customers must procure their own Microsoft Dynamics licenses. Customers can only use this migration license is they have actually been using the Cisco Siebel Connector. Description List Price ($US) Product Numbers IPCE-BS-SAP-MGR IPCE-BS-SAP-VAGT Migration SKU from Cisco connectors to b+s for SAP.1. customers must procure their own SAP CRM or ICI licenses. Purchasing Cisco Siebel licenses and the B&S Siebel migration SKU at he same time is not allowed.2. Requires a voice only license.1. $350 Bucher+Suter MCA for Siebel In order to use the Bucher+Suter MCA for Siebel CRM Connector. 5.1. Cisco Confidential. Requires a voice only license.4 Bucher+Suter MCA for SAP In order to use the Bucher+Suter MCA for SAP CRM Connector.9. customers must procure their own Siebel licenses. Description List Price ($US) Product Numbers IPCE-BS-MSD-VAGT IPCE-BS-MSD-EAGT 5. 7 Professional Services for Microsoft Dynamics.php Only after Purchase Orders are received by Bucher + Suter for maintenance and the license sale is registered using the above procedure. This maintenance support is only available for sale directly from Bucher + Suter and is not orderable via Cisco Solutions Plus program. associated sales order number and dates for implementation.9. Requires a voice only license. © 2016 Cisco and/or its affiliates.1.Ordering Guide Add-On Bucher+Suter CRM Connector for email handling. and SAP CRM Connectors Please note that every sale of Bucher + Suter licenses must have an accompanied maintenance support order for said licenses. Each installation must be validated by Bucher + Suter prior to license activation within Salesforce.2. $350 IPCE-BS-SAP-EAGT Add-On Bucher+Suter CRM Connector for chat handling.5 License Enablement for Microsoft Dynamics. To do so Partners must first obtain each customers Salesforce Org ID and supply that to Bucher + Suter with the customer name and location information. 2016 Page 105 of 174 .com or contact your Bucher + Suter Sales Engagement Manager 5.1.1. 5.1. 5.2.6 Software Maintenance for Microsoft Dynamics. $350 IPCE-BS-SAP-CAGT For a support or deployment services quote please contact
[email protected]. Requires a voice only license. Customers are entitled to use the number of licenses procured through Cisco Solutions Plus on a perpetual basis. To register the sale Partners must go to the Bucher + Suter form registration link at http://bucher-suter. May 6. the Cisco partner is required to register the sale. All rights reserved. will Bucher + Suter authorize download of the software and provide the Partner with instructions for obtaining the software download. Siebel.1. Pricing subject to change.9.com/products/ciscossolutionplusprogram/partnerorderformsol. Siebel.2. Such professional services are for sale directly from Bucher + Suter. and SAP CRM Connectors Optionally Bucher + Suter will provide professional services for software installation and project deployment and management to the Partner.9. and SAP CRM Connectors Bucher + Suter does not issue license keys for software installation purposes. Not for public distribution. Once a customer sale has been completed. informing Bucher + Suter of the sale and the Cisco Sales Order number.] Salesforce note: Bucher + Suter adds the licenses to each customers Salesforce Org. For Channel Partner Use Only. Siebel. Cisco Confidential. 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.1 Third Party IVR Licenses In cases where non-Cisco IVRs are used with Unified CCE. Note: There is no separate license for the VRU PG. 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) ● 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).1.2. May 6.1 is applicable.00 ICME-IVRPRT-T4-L ICM ENTERPRISE THIRD PARTY IVR PORT .1. For example. Pricing subject to change. For Channel Partner Use Only.2. additional licenses and components may be needed to support third party IVR and special Unified CCE deployment cases.1.1.2 Additional Unified CCE Licenses and Components In addition to the Unified CCE Server Licenses and Agent Licenses discussed above. The table in section 9. Which tier can be used depends on the number of Third Party IVR Port licenses in the order. The table below lists the Third Party IVR licenses and prices. The required licensing for these cases is described in this section. In case the third party IVR is used to queue Unified CCE calls the Service Control Interface must be used. All rights reserved. Cisco Confidential.TIER 4 $195.2 Special Unified CCE Deployment Cases There are several non-standard Unified CCE deployment models that don’t fit the standard licensing models described above.TIER 2 $255.TIER 3 $225. Product Numbers Description List Price ($US) ICME-IVRPRT-T1-L ICM ENTERPRISE THIRD PARTY IVR PORT .00 ICME-IVRPRT-T2-L ICM ENTERPRISE THIRD PARTY IVR PORT .Ordering Guide 5. third party IVR licenses are required to connect this third party (non-Cisco) IVR system to Unified CCE. Not for public distribution.2.00 Third Party IVR licenses 5. © 2016 Cisco and/or its affiliates. 5.TIER 1 $300. The software component licensed by the third party IVR license is the VRU PG and all of the public interfaces that it offers. 2016 Page 106 of 174 .00 ICME-IVRPRT-T3-L ICM ENTERPRISE THIRD PARTY IVR PORT . The IPCE-BUNDLE also shows the following optional Contact Center Enterprise items: IPCE-MULTICHAN © 2016 Cisco and/or its affiliates. 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.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. 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.1 Unified CCE System as Hybrid Unified CCE and Unified ICM System In this deployment model.). May 6. an order needs to be placed for at least the following: Contact Center Enterprise Agent License (IPCE-AGENTS-LC). All rights reserved. 2016 Page 107 of 174 . Network IVR services. this functionality is included in the Unified CCE agent licenses). 5. For the Unified CCE function a single Contact Center Enterprise Server license is required as well as Unified CCE agent licenses for all Unified CCE agents connected to the Unified Communications Manager(s).2.2 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. Notes ● No separate license is required to connect a Unified CCE system to a Unified CCH system. Pricing subject to change. For each new Unified CCE system order. etc. 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.2. ● Only customers owning Unified ICM Hosted licenses or Unified CCH licenses should purchase Unified CCH Agent Licenses. Not for public distribution. For Channel Partner Use Only.1. A system like this requires both Unified ICM Enterprise and Unified Contact Center Enterprise licenses. 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.Ordering Guide 5. Once IPCE-BUNDLE is selected in the ordering tool.1. Unified ICM Enterprise licenses are required for each connected third-party ACD and all agents on these ACDs.2.2. 5. Cisco Confidential. the customer’s Unified CCE systems should be licensed as a Unified CCE system and not as (part of) a Unified CCH system. There is no separate part number to order Unified CCE System PG. Please refer to the respective sections in this ordering guide for more information on ordering these components. product numbers associated with ordering Unified Customer Voice Portal (CVP). you may choose not to order new media kits by selecting zero “0” for Contact Center Enterprise Media Kits (IPCEMEDIAKIT). ● Contact Center Enterprise Agent Licenses (IPCE-AGENT-LC): For new and add-on Unified CCE system orders. and Cisco Media Convergence Servers (MCS). upon selection of the IPCE-BUNDLE product number. you will be presented with two options: 1. All rights reserved. Contact Center Enterprise Media Kit: Upon selection of this option. Not for public distribution. If the Unified CCE System PG is needed for a new Unified CCE system (other than System Unified CCE Model). you can then configure that item and select the required types and quantity.2. based on what licenses are ordered. If this is an add-on order. Upon selecting quantity of “1” for the IPCE-MEDIAKIT. you will typically select a quantity of one “1” for Contact Center Enterprise Agent License Certificate (IPCE-AGENT-LC). Pricing subject to change. By selecting ‘1’ for each product number individually. For each of the 6 product numbers above. you can only select a quantity of zero (0) or one (1). For Channel Partner Use Only. May 6. Notes: If you are placing an order for traditional Unified CCE Model. If you are planning on ordering Unified CCE Agent Licenses for Voice Applications with Multi-Channel option.1 ● Ordering CCE Agent licenses for voice applications Contact Center Enterprise Media Kits (IPCE-MEDIAKIT): For new Unified CCE system orders. 2016 Page 108 of 174 . Upon selection of this option. select IPCE-MEDIA product number option for the desired version. This is described in the next sections in detail 5. For add on orders. Upon selecting quantity of “1” for the IPCE-AGENT-LC. Unified IP IVR. select the release version of Contact Center Enterprise Media Kit that you desire to order. input the quantity of Contact Center Enterprise Standard Agent (IPCESTDAGT-L) licenses that you desire to order. select this option. select IPCE-MEDIA product number option for the desired version. select zero “0” for IPCE-SVR. Cisco Confidential. you will typically select a quantity of one “1” for Contact Center Enterprise Media Kits (IPCE-MEDIAKIT). The media kit will dynamically be composed. you will be presented with a variety of option classes: 1. You can order only one media kit at a time.Ordering Guide In addition to the product numbers outlined above. select the IPCEMEDIA product number option for the desired version presented under Contact Center Enterprise Media Kit (IPCE-MEDIAKIT) option. © 2016 Cisco and/or its affiliates. ● Contact Center Enterprise Server License (IPCE-SVR): For new Unified CCE system orders. Contact Center Standard Agent: If you are placing an order for Unified CCE Standard Cisco Agent Desktop. you will typically select a quantity of one “1” for IPCC Enterprise Server License (IPCE-SVR). For Channel Partner Use Only. Contact Center Enhanced Agent: If you are placing an order for Unified CCE Enhanced Cisco Agent Desktop. Pricing subject to change. select this option. not with Standard. select this option. Upon selection of this option. you will need to order server software and agent licenses. 5. under the product number CCE Multichannel Options (IPCE-MULTICHAN). Enhanced. Notes: ● The Premium Agent license is required for all CTI desktop integrations even if there is no Cisco software used on the desktop. Upon selection of 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. Premium and CRM Agent licenses. ● IPCE-MC-KIT-43-K8 .CCE Advanced E-Mail Interaction Mgr Server Software License ● IPCE-BCOL-SVR . select this option. 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. Note that not all CRM Connectors support Outbound Option. Contact Center Outbound Dialer Ports: If you are placing an order for Unified CCE Agent Licenses for Voice Applications with Outbound option. ● Unified Outbound Dialer Ports are supported on Enhanced. 4. Add-on agent licenses may also be ordered separately.CCE and CCH Multichannel Interaction Options Media Kit ● IPCE-MC-KIT-90-K8 . 2016 Page 109 of 174 .CCE Basic E-Mail Interaction Mgr Server Software License ● IPCE-AEMAIL-SVR .2. Select the Server Software option under CCE Multichannel Options and select the desired server license(s) from the following: ● IPCE-BEMAIL-SVR . For a new system. Not for public distribution. ● Unified Multi-Channel option is supported on Standard. May 6. Cisco Confidential. Contact Center Premium Agent: If you are placing an order for Cisco Finesse Desktop.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. input the quantity of Contact Center Enterprise Outbound Dialer Ports (IPCE-DIALPORT-L) licenses that you desire to order. input the quantity of Contact Center Enterprise Enhanced Agent (IPCEENHAGT-L) licenses that you desire to order. 3. Premium Cisco Agent Desktop or Cisco Tool Kit Agent.CCE Basic Web Interaction Mgr Server Software License ● IPCE-ACOL-SVR . All rights reserved.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. Premium and CRM Agent licenses.CCE and CCH Multichannel Interaction Options Media Kit © 2016 Cisco and/or its affiliates.Ordering Guide 2. 3 Optional Features Licenses in Packaged CCE chapter for details.CCE Advanced E-Mail Interaction Mgr Agent License ● IPCE-BCOL-AGT-L . and web collaboration Unified CCE Blended Agent licenses are listed under the IPCE-BUNDLE top-level product number. Mixing Basic and Advanced license on a single EIM-WIM system is not allowed. To order agent licenses. and Web Collaboration applications” for more details. select the Agents option under CCE Multichannel Options and select the desired agent licenses from the following. For a new system. ● IPCE-BEMAIL-AGT-L . This would be any 2 or all 3 of them. but there is no migration path from EIM or WIM agent license to Blended Agent license.Ordering Guide To order agent licenses. or WIM license. E-Mail. Not for public distribution. EIM or WIM. select the Agents option under CCE Multichannel Options and select the desired agent licenses from the following. © 2016 Cisco and/or its affiliates. email. and WIM system. May 6. There is a migration path from Premium Voice agent to Blended Agent license. as applicable. 2016 Page 110 of 174 . See section “Unified CCE Blended Agent Licenses for Voice. For Channel Partner Use Only. EIM. Blended Agent licenses with voice option are available with CCE Premium Voice agent only.CCE Basic Web Interaction Mgr Agent License ● IPCE-ACOL-AGT-L . Each order is required to have at least one agent license. There are some restrictions on Blended Agent license usage with Packaged CCE. For more details on how to order server licenses. Pricing subject to change.3 Ordering CCE Blended Agent licenses for voice.2.CCE Basic E-Mail Interaction Mgr Agent License ● IPCE-AEMAIL-AGT-L . There are certain conditions that must be followed when ordering CCE Blended Agent licenses: For new deployments of CCE. EIM. you will need to order server software and agent licenses. You may also order Unified CCE Blended Agent licenses directly by using the product number IPCE-MULTICHAN and configuring options for agent licenses. under the product number CCE Multichannel Options (IPCEMULTICHAN). You cannot migrate from Blended Agent license to unbundled Voice. Each order is required to have at least one agent license.CCE Advanced Web Interaction Mgr Agent License 5. You cannot mix Blended multichannel licenses with traditional multichannel licenses on a single EIM or WIM system. See section 6. 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”. the server license must be ordered for the CCE. Add-on agent licenses may also be ordered separately. Cisco Confidential. All rights reserved. CCE Blended License Basic EIM + WIM Agent IPCE-AEW-AGT-L – CCE Blended License Advance EIM + WIM Agent IPCE-PVBE-AGT-L . In IPCE-MULTICHAN. Pricing subject to change. ● Upgrading from Enhanced Cisco Agent Desktop to Premium Agent Licenses (Finesse. There is no longer an upgrade from Premium agent to CRM agent. please note that you may need to place a media kit-only order for the desired desktop. Upon selection of this option. CTI Toolkit.CCE Blended License Premium Voice + Basic EIM + WIM Agent IPCE-PVAE-AGT-L . In IPCE-AGENTS-LC.CCE Blended License Premium Voice + Basic EIM Agent IPCE-PVBW-AGT-L . select the option class ‘Upgrade Enhanced to Premium IPCC Agent license’.CCE Blended License Premium Voice + Advanced WIM Agent IPCE-PVAEW-AGT-L . Instead. or Premium CAD does not require a specific SKU (i. ● Migrating from Cisco Finesse. the customer will buy Premium Agent licenses. or Premium CAD to Cisco Finesse. Cisco Contact Center Management Portal (CCMP) included with both desktop types ● Upgrading from Premium Agent license to a CRM Agent license.1 Upgrades Upgrades of CCE Agent licenses For Unified CCE. CAD or CTI Toolkit). it is a free migration).Ordering Guide IPCE-BEW-AGT-L . 2016 Page 111 of 174 . May 6.CCE Blended License Premium Voice + Advanced EIM Agent IPCE-PVAW-AGT-L . there are a number of upgrade and migration options: ● Upgrading from Standard Cisco Agent Desktop to Enhanced Cisco Agent Desktop. In IPCE-AGENTS-LC. Upon selection of this option.. Not for public distribution. For Channel Partner Use Only. input the quantity that you desire to order (IPCE-UPGENHAGT-L).e. However.CCE Blended License Premium Voice + Basic WIM Agent IPCE-PVBEW-AGT-L .CCE Blended License Premium Voice + Advanced EIM + WIM Agent 5. input the quantity that you desire to order (IPCE-UPGPREMAGT-L). See the SolutionsPlus chapter for more details.3. You will further be presented with the option to select from different Upgrade Agent Options © 2016 Cisco and/or its affiliates. CTI Toolkit. select the option class ‘Blended Agent license’. Cisco Confidential. All rights reserved. ● Upgrading from Premium Agent license to a Blended Agent license.3 5. select the option class ‘Upgrade Standard to Enhanced IPCC Agent license’. and add CRM connectivity from SolutionsPlus offerings. 4).500 IPCE-UPV2AE-AGT-L CCE Blended License Upgrade Add Advanced Web to Premium Agent $850 IPCE-UPV2AW-AGT-L 5.00 Choice of: Cisco Finesse Desktop (Includes CCMP license) Cisco Toolkit Desktop Cisco Agent Desktop Unified CCE Blended Agent Upgrade License CCE Blended License Upgrade Add Basic Email to Premium Agent $850 IPCE-UPV2BE-AGT-L CCE Blended License Upgrade Add Basic Web to Premium Agent $500 IPCE-UPV2BW-AGT-L CCE Blended License Upgrade Add Advanced Email to Premium Agent $1. One year SWSS contract allowed for customers who cannot legally buy 3-year contracts. and web collaboration. May 6.CCE Blended License Upgrade Add Advanced Web to Premium Agent Select option. The components for which upgrade licenses are available are: 5 Standard.CCE Blended License Upgrade Add Advanced Email to Premium Agent IPCE-UPV2AW-AGT-L .2 Customer Collaboration Upgrade Offer This offer is for CCE customers who want to upgrade to an available major release. enhanced and premium agent licenses Outbound dialer ports Note that no upgrade is required for the IPCC Server license. All rights reserved.Ordering Guide IPCE-UPV2BE-AGT-L . Cisco Confidential. 2016.CCE Blended License Upgrade Add Basic Web to Premium Agent IPCE-UPV2AE-AGT-L .2. Product Numbers Description List Price ($US) Options Unified CCE Agent Upgrade License IPCE-UPGENHAGT-L UPGRADE FROM STANDARD TO ENHANCED CCE AGENT $500.3.” to learn about conditions required for CCE Blended Agent licenses. plus a mandatory purchase of a 3-year service contract. The Customer Collaboration Upgrade Offer is also available for Customer Voice Portal (see section 3. The offer consists of two parts: attractively priced upgrade 5 licenses. Pricing subject to change. 2016 Page 112 of 174 . See the section “Ordering CCE Blended Agent licenses for voice. input the quantity that you desire to order. © 2016 Cisco and/or its affiliates.CCE Blended License Upgrade Add Basic Email to Premium Agent IPCE-UPV2BW-AGT-L .00 IPCE-UPGPREMAGT-L UPGRADE FROM ENHANCED TO PREMIUM CCE AGENT $250. Not for public distribution. The upgrade licenses are priced at approximately one-third of the price of a new license. This offer is scheduled to expire on July 30. For Channel Partner Use Only. email. but do not have a service contract. Unified CCE Server licenses are discounted at 100%. Unified CCE Premium Agent licenses can be purchased at the price shown below. Other components of Unified CCE can be ordered via: IPCE-BUNDLE © 2016 Cisco and/or its affiliates. or also has ICM Desktop licenses (migrate using IPCEPROMOAGTDSK-L). 2016. Orders should be placed using the bundle: IPCE-CTIPROMO. Not for public distribution. Pricing subject to change. All rights reserved. 2016 Page 113 of 174 . Cisco Confidential. It can be ordered via CC-UPG-BUNDLE All upgrade orders go on New Product Hold and entitlement will be verified before the order is released. 5. Notes: 1 year of services is mandatory for the new CCE licenses Additional discounts (partner/customer/other promotions) may apply.3 Migrations from Cisco Unified ICM to Contact Center Enterprise Customers using a licensed ICM Enterprise with a third-party ACD who want to migrate to Cisco Unified Contact Center Enterprise (Unified CCE) can purchase Unified CCE Premium Agent and Server licenses at a discount.Ordering Guide The Customer Collaboration Upgrade Offer is ordered through a top-level product code CC-UPG-BUNDLE. May 6. A service contract is mandatory in order to be able to activate. Without activation no major release media can be downloaded or ordered in the future. For Channel Partner Use Only.3. Product Numbers Description List Price ($US) Options Customer Collaboration Upgrade Offer 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 Choice of: Cisco Finesse Desktop Cisco Toolkit Desktop IPCE-PREMAGTUPG IPCC ENTERPRISE PREMIUM AGENT UPGRADE $565 Cisco Agent Desktop IPCE-DIALPORTUPG IPCC ENTERPRISE OUTBOUND DIALER PORT UPGRADE $200 Notes CCE upgrade media is NOT shipped as part of the upgrade SKUs. This offer is scheduled to expire on July 30. There are different product codes and prices. depending on whether the customer has ICM Agent licenses only (migrate using IPCE-PROMOAGTREG-L). 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. two IPIVR systems need to be purchased. o CCX and CCE redundancy operates differently. they receive a 35% discount on the CCE Premium Agent license and a 100% discount on the CCE Server license. © 2016 Cisco and/or its affiliates. If they own a CCX system with Premium Agent licenses. These discounts plus any standard partner/customer discount may get flagged by sales finance and may require escalations for approvals. but they receive a discount for handing in their Contact Center Express licenses: If they own a CCX system with Enhanced Agent licenses. Pricing subject to change.3. All rights reserved. they receive a 25% discount on the CCE Premium Agent license and a 100% discount on the CCE Server license. 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. Cisco offers a discount program for customers who outgrew their Contact Center Express system and are migrating to Contact Center Enterprise. Cisco Confidential. The discount does not apply to customers having a CCX system with Standard Agent licenses. To have a redundant IPIVR system with CCE. For Channel Partner Use Only. CCBU is in support of the promo discount of 25% or 35% plus the standard discounts not to exceed a total discount of 72%. 2016 Page 114 of 174 . 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).Ordering Guide Product Numbers Description List Price ($US) 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. Not for public distribution. May 6. The program requires these customers to purchase Contact Center Enterprise.300 5. For customers planning to use IPIVR as the queuing and prompting platform for CCE. Notes: These discounts are taken off the list price before any standard (partner/customer) discounts are applied. This support applies only to this particular promotion and not to any other product codes. select one or both of the following server upgrade licenses from the Server Software option under CCE Multichannel Options. ● IPCE-UEMAIL-AGT-L . For Channel Partner Use Only.CCE Web Interaction Mgr Agent Upgrade Basic to Advanced 5. The basic rules for ‘translating’ older Unified CCE licenses into new ones are very straightforward. with the additional discount. Note that the discounts will not be visible on the order until the order is completed in the system. Pricing subject to change.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.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. To order an upgrade. In order to receive the additional discount. orders should be placed using the following product codes. May 6. Any additional CCE agent licenses can be purchased in the regular way. Cisco Confidential.Ordering Guide 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. 2016 Page 115 of 174 . 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. The table below provides the main relationships: Older item New Item IPCC Server (IPC-SVR) IPCC Enterprise Server and 25 agent licenses © 2016 Cisco and/or its affiliates. Not for public distribution. All rights reserved.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. Select from the following part numbers. ● IPCE-UEMAIL-SVR .CCE E-Mail Interaction Mgr Agent Upgrade Basic to Advanced ● IPCE-UCOL-AGT-L . 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 single order.CCE E-Mail Interaction Mgr Server Upgrade Basic to Advanced ● IPCE-UCOL-SVR . Add an included option such as Application Gateway or a WebView connection Nothing. but exclusively in non-production systems. May 6. HDS. Unified CCE Standard. For End customers this kit contains 10 Advanced Email Agents and 10 Advanced Web Agents. same price). IPCC-SUPCSD) with all agent options IPCC Enterprise Standard Agent IPCC Cisco Agent Desktop with CTI and Supervisor (IPC-AGTCADCTI. End-customers should only order the licenses with Product Numbers ending in ‘-EC’. When customer has IPCC agent licenses in place. such as: Redundancy. All functionality is now included. Gateway licenses. Enhanced. 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. IPCC Enterprise Enhanced Agent IPCC Cisco Toolkit Desktop and Supervisor (IPC-AGTCTD.0.5 Non-Production Systems The Unified CCE non-production license includes Unified CCE Server. ● The ‘-DART=’ bundle is only available for ATP partners through the DART tool. © 2016 Cisco and/or its affiliates. Note that only Premium agent types include CCMP license. or Premium Agent licenses. Dialer Port. Emerging and Japan today). For Channel Partner Use Only. Notes: ● These licenses are only sold either to end-customers who have already ordered Unified CCE production licenses or to certified ATP Partners. Certified Partners should only order the Product Numbers ending in ‘-CP’. CCMP upgrade license must be purchased for STD or ENH agent types to use CCMP. All components can be used in reasonable quantities. ● These licenses are priced differently for end-customers and ATP-certified partners. Non-production systems for Unified E-Mail Interaction Manager and Unified Web Interaction Manager are available separately using the product codes listed below. With Unified CCE 9. Non-production use includes lab. Enhanced. Premium. Not for public distribution. These bundles are only available from the Wholesale price list. Blind Network Transfer. which implies that they must be ordered through a Cisco distributor. the Non-Production License includes Cisco SocialMiner and Cisco Finesse software and license PAKs for CVP and Intelligence Center. IPCC-SUPCSD) and all agent options. ● 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. demo and training purposes. Third Party IVR Port Licenses. All rights reserved. but this is only allowed for customers who have a large EIM-WIM production environment.Ordering Guide IPCC Cisco Agent Desktop and Supervisor (IPCC-AGTCAD. IPC-SUPCTS) IPCC Enterprise Premium Agent All other items. 2016 Page 116 of 174 . Administrative Workstation.. Internet Script Editor Connection. Pricing subject to change. Cisco Confidential. These items do not translate into any current license. these components can now be deployed without additional licensing 5. third-party CTI Connection 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. for theaters where DART is used. A larger bundle can be selected (same product code. 300 © 2016 Cisco and/or its affiliates.700 IPCE-UPGENHAGT-L CC ENTERPRISE UPGR FROM STD TO ENH AGENT $500 IPCE-UPGPREMAGT-L CC ENTERPRISE UPGR FROM ENH TO PREM AGENT $250 IPCE-DIALPORT-L CC ENTERPRISE OUTBOUND DIALER PORT $600 IPCE-BEMAIL-AGT-L CCE Basic E-Mail Interaction Mgr Agent License $1.500 IPCE-UEMAIL-AGT-L CCE E-Mail Interaction Mgr Agent Upgrade Basic to Advanced $1.000 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 IPCE-AEMAIL-SVR CCE Advanced E-Mail Interaction Mgr Server Software License $5. Not for public distribution.000 IPCE-ACOL-AGT-L CCE Advanced Web Interaction Mgr Agent License $1.200 IPCE-UCOL-SVR CCE Web Interaction Mgr Server Upgrade Basic to Advanced $1.6 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.500 IPCE-PVAE-AGT-L CCE Blended License Premium Voice + Advanced EIM Agent $2.500 IPCE-BCOL-AGT-L CCE Basic Web Interaction Mgr Agent License $1.500 IPCE-AEMAIL-AGT-L CCE Advanced E-Mail Interaction Mgr Agent License $2. May 6. For Channel Partner Use Only.000 Non-production bundles 5.000 IPCE-PVBEW-AGT-L CCE Blended License Premium Voice + Basic EIM + WIM Agent $2. Product Numbers Description List Price ($US) IPCE-NPSENT-EC CC ENT Non-Production Suite Customer $25.500 IPCE-ACOL-SVR CCE Advanced Web Interaction Mgr Server Software License $2.100 IPCE-ENHAGT-L CC ENTERPRISEENHANCED AGENT $1. 2016 Page 117 of 174 .000 IPCE-BEMAIL-SVR CCE Basic E-Mail Interaction Mgr Server Software License $3.900 IPCE-PVBE-AGT-L CCE Blended License Premium Voice + Basic EIM Agent $2.100 IPCE-STDAGT-L CC ENTERPRISE STANDARD AGENT $1.300 IPCE-PVAEW-AGT-L CCE Blended License Premium Voice + Advanced EIM + WIM Agent $ 3.300 IPCE-PVBW-AGT-L CCE Blended License Premium Voice + Basic WIM Agent $2. All rights reserved.500 IPCE-PREMAGT-L CC ENTERPRISE PREMIUM AGENT $1.500 IPCE-UEMAIL-SVR CCE E-Mail Interaction Mgr Server Upgrade Basic to Advanced $2. Cisco Confidential.900 IPCE-PVAW-AGT-L CCE Blended License Premium Voice + Advanced WIM Agent $ 2. Product Number Description List Price ($US) IPCE-SVR CC ENTERPRISE SERVER LICENSE $15. Pricing subject to change.100 IPCE-UCOL-AGT-L CCE Web Interaction Mgr Agent Upgrade Basic to Advanced $550 IPCE-BEW-AGT-L CCE Blended License Basic EIM + WIM Agent $2.100 IPCE-AEW-AGT-L CCE Blended License Advanced EIM + WIM Agent $2.Ordering Guide The table below lists the Non-Production bundles and their list price.000 IPCE-BCOL-SVR CCE Basic Web Interaction Mgr Server Software License $1. Ordering Guide Product Number Description List Price ($US) 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 IPCE-UPV2AE-AGT-L CCE Blended License Upgrade Add Advanced Email to Premium Agent $1.High Avail $15 IPCE-EXONY-HA-UP-P Upgrade from VIM Standard to VIM Performance .500 IPCE-UPV2AW-AGT-L CCE Blended License Upgrade Add Advanced Web to Premium Agent $850 CC-UPG-BUNDLE Customer Collaboration Upgrade Offer Top level SKU IPCE-AGENTSUPG UCC Enterprise Agent Licenses Upgrade IPCE-STDAGTUPG IPCC ENTERPRISE STANDARD AGENT UPGRADE IPCE-ENHAGTUPG IPCC ENTERPRISE ENHANCED AGENT UPGRADE IPCE-PREMAGTUPG IPCC ENTERPRISE PREMIUM AGENT UPGRADE IPCE-DIALPORTUPG IPCC ENTERPRISE OUTBOUND DIALER PORT UPGRADE IPCE-EXONY-A-DM Exony VIM Datamart Concurrent Agent . Pricing for major upgrades will be available when those upgrades are announced.000 IPCE-NPSENT-EC CC ENTERPRISE Non-Production Suite Customer $25. All rights reserved. May 6.High Avail $60 IPCE-ONQPORT-L ALI OnQ Port for CCE $1600 IPCE-ONQADDONPRT-L ALI OnQ Port for UCCE Add On & Packaged CCE $1600 IPCE-ONQSVR ALI OnQ Enterprise Server License $50. © 2016 Cisco and/or its affiliates.High Avail IPCE-EXONY-HA-A-S 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 .Simplex IPCE-EXONY-A-P IPCE-EXONY-HA-A-DM Exony VIM Datamart Concurrent Agent .Simplex IPCE-EXONY-A-S IPCE-EXONY-A-P Exony VIM Performance Concurrent Agent . For Channel Partner Use Only. 2016 Page 118 of 174 .cisco. Pricing subject to change.000 IPCE-NPSENT-CP CC ENTERPRISE Non-production Suite ATP Partners $0 IPCE-NPSENT-DART= CC ENTERPRISE Non-Production Suite ATP Partners $200 IPCE-MC-NFR-DISTRI CCEH EIM-WIM NON-PRODUCTION SUITE FOR PARTNERS VIA DISTRIBUTION $0 IPCE-MC-NFR-EC CCEH EIM-WIM NON-PRODUCTION SUITE FOR END CUSTOMERS $5000 Add on Options – High Availability Upgrade Options Notes: ● Details on Software Support Service can be found here: http://www.High Avail IPCE-EXONY-HA-A-DM IPCE-EXONY-HA-A-S Exony VIM Standard Concurrent Agent . Cisco Confidential. Not for public distribution.com/go/swss ● Software Support Services is not available for Unified E-Mail Interaction Manager and Unified Web Interaction Manager.Simplex $180 IPCE-EXONY-A-S Exony VIM Standard Concurrent Agent . voice response collection. For Channel Partner Use Only. Cisco Confidential.com/wiki/Packaged_CCE 6. 2016 Page 119 of 174 . 6. It is designed to build a rich voice contact center solution by providing a core set of contact center functionality—call processing. while offering the ability to add other options as needed. It offers easier ordering. prompting and self-service application scripting. May 6. by delivering Unified Contact Center Enterprise with Unified Customer Voice Portal and Unified Communication Manager in a virtualized environment. 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 or CCX migration must be built using this top level SKU.cisco. Not for public distribution. For more information on Packaged CCE go to: http://docwiki. This package easily gets a voice or video solution up and running for a customer. queuing. Also. agent selection.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. and reporting. Cisco Packaged Contact Center Enterprise (Packaged CCE) This section provides licensing and ordering information for the Packaged Contact Center Enterprise solution.1 About Packaged CCE 6 Packaged CCE provides a pre-packaged single server contact center solution for contact centers up to 1500 agents. simplified deployment and management resulting in reduced pre-sales and post-sales cycles. All rights reserved. Unified Computing System (UCS) B-series or C-series server ● Optional Packaged CCE Licenses 1. bundled pricing. Packaged Server License 2. Packaged Agent Licenses 3. The bundle simplifies ordering by requiring the selection of only a handful of SKUs by the user and automatically including the rest. Packaged CCE bundle consists of the following required and optional components: ● Required Packaged CCE Licenses and Components 1. Unified Communication Manager Enhanced User License The sections below explain each of these components. a sample BOM is provided as a reference for an order created using this bundle. Pricing subject to change. published here: 6 Two servers required for redundancy © 2016 Cisco and/or its affiliates.Ordering Guide 6. and deployment specific UCS servers.2.com/community/partner/collaboration/contactcenter/atp/project s/packaged-cce Note: If your company is considering Cisco Unified Communications in a Public Safety Answering Point (PSAP) or equivalent emergency services environment.1 CCE-PAC-M1 CCE-PAC-M1 is the initial model of Packaged CCE.Ordering Guide https://communities.2. May 6.cisco.1. Each Packaged CCE system requires the purchase of one (1) Packaged CCE Server license. supporting up to 1500 agents.com prior to purchase or deployment. 6. Pricing subject to change. All rights reserved.1. Cisco Confidential.1 Required Packaged CCE Licenses Each Packaged CCE deployment requires one Packaged Server license.1 Packaged CCE Server Licenses Packaged CCE has well defined deployments and for convenience the deployment model is matched to the Packaged Server SKU. For Channel Partner Use Only. the desired number of Packaged Agent licenses. 6. Not for public distribution. 6. This license entitles the user to deploy all of the necessary components required for 1) Unified CCE Server components: 7 ● One (1) Redundant CCE Call Server ● One (1) Redundant CCE Data Server ● Optional one (1) Redundant Historical Database server(s) on external servers 2) Unified CVP Server components 3) Unified Intelligence Center components 4) One (1) Redundant Finesse Server Unified CCE Outbound Option components 6) One (1) Redundant Unified Intelligence Center Standard Finesse Server components 5) Two (2) Redundant CVP Call Servers One Hundred (100) Outbound Dialer Ports Unified Call Studio Two (2) workstation licenses for Unified Call Studio Packaged Server SKU also includes the relevant media kits for the following products: 7 Unified Contact Center Enterprise Unified Customer Voice Portal Unified Intelligence Center Refer to Packaged CCE Specifications guide for definition of CCE Call Server and CCE Data Server © 2016 Cisco and/or its affiliates.2. please contact psap@cisco. 2016 Page 120 of 174 .1. 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. UCS B200 M3 TRC#1 or UCS B200 M4 TRC #1 blade servers. one for each side for redundancy. They must be either UCS C240 M3S TRC#1 rack servers. 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. The table below lists the Packaged Agent License and price.3.1. 2016 Page 121 of 174 . Product Number Description CCE-PAC-M1 CCE and CVP Deployment Package M1 6.000 Upgrades included in agent licenses Product Code List Price ($US) 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. These servers are included in the Packaged bundle for ordering convenience. For Channel Partner Use Only.1.1. The table below lists the Packaged CCE Server License and price. © 2016 Cisco and/or its affiliates.2. There is no minimum agent requirement.930 6. Not for public distribution. the maximum number of agents allowed is 1500.Ordering Guide Finesse desktop There is no need to order separate media kits.2 List Price ($US) Software Subscription $15.1 Servers for CCE-PAC-M1 model For CCE-PAC-M1 model. Pricing subject to change. Cisco Confidential. For CCE-PAC-M1 deployment. May 6. Packaged Agent SKU can be used only for Packaged CCE deployments.3 Unified Computing System (UCS) server Packaged CCE deployments require a specific model of Cisco Unified Computing System (UCS) B-series blade server or C-series rack server for each deployment model. Product Number Description List Price ($US) CCE-PAC-AGENT CCE Packaged Agent $1.2. It cannot be used for general Unified Contact Center Enterprise deployments. All rights reserved. two (2) Cisco UCS servers are required. 6.2. 816 UCUC-UC-B200M4 UCS B200 M4. 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. however these licenses may be procured from other means too.html Pricing Tool for Support and Warranty Options: https://apps. 6.com/en/US/products/prod_warranties_listing. 128 GB RAM $ 19.Ordering Guide The table below lists the UCS TRC#1 server SKUs and price. Product Numbers Description List Price ($US) UCUCS-EZ-B200M3 UCS B200 M3.2 Optional Packaged CCE Licenses The Packaged bundle SKU offers licenses for certain components that are required to build the solution.6 GHz.1. All rights reserved.com/Commerce/home 6.com/wiki/UC_Virtualization_Supported_Hardware 6. May 6. © 2016 Cisco and/or its affiliates. 96GB RAM $ 17.cisco. 128 GB RAM.cisco.com/go/swonly http://docwiki. it is optional to procure these licenses via the Packaged bundle.424 16x300GB 15 The ordering tool provides the option to select region specific power cables. $ 38.184 UCUCS-EZ-C240M3S UCS C240 M3 SFF.html#~additional_warranty Support and Warranty Services: http://www.2 UCS Server Support and Warranty Options There are various warranty options available for UCS servers.7 GHz.7 GHz. For Channel Partner Use Only. Refer to UCS Support and Warranty links below for more details: Limited Hardware Warranty: http://www. which is suitable for Contact Center agent devices. Not for public distribution.cisco.cisco.2.2. The detailed specification of UCS servers can be found on the Cisco Unified Communications on the Cisco Unified Computing System page located at: www.cisco. dual-8-core/2.1 Unified Communication Manager Enhanced User License Cisco Unified Communication Manager offers various licensing schemes.com/en/US/products/ps10321/serv_home. is offered as part of the Packaged bundle. dual-8-core/2.3. dual-10-core/2. the Enhanced User License.2. select as appropriate for your region.2. As a convenience. Hence. 2016 Page 122 of 174 . Pricing subject to change. Cisco Confidential. Email Interaction Manager and Web Interaction Manager o Ordering from within Packaged CCE bundle (CCE-PAC-BUNDLE) For ordering convenience. All rights reserved. May 6. For Channel Partner Use Only. Email or Web Server licenses (IPCE-AEMAIL-SVR or IPCE-ACOL-SVR) are not required. 6. 2016 Page 123 of 174 . These are IPCEBEW-AGT-L and IPCE-AEW-AGT-L.Ordering Guide Product Number Description List Price ($US) CUCM-USR-LIC-BUND Top Level SKU for Packaged CCE Bundle $0 LIC-CUCM-11X-ENH-A UC Manager Enhanced User License Option A $210 LIC-CUCM-11X-ENH-B UC Manager Enhanced User License Option B $195 UC Manager 11. 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’. 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. o Ordering using a-la-carte SKUs Either Basic or Advanced license can be used but both cannot be mixed.X $0 Software Media Note: if you already have licenses for agent devices or plan to procure them using a different licensing scheme or plan to procure an older but supported version 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. © 2016 Cisco and/or its affiliates. Pricing subject to change. Cisco Confidential.X Server CUCM-VERS-11. Not for public distribution.3 Optional Features Licenses Packaged CCE also offers some options that are available within or outside the packaged licensing bundle. Blended Agent license usage: Blended Agent licenses with both Email and Web can be used with Packaged CCE. 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. An additional advantage is that when ordering these SKUs from the Packaged CCE bundle (CCE-PAC-BUNDLE). However. you need to purchase regular Packaged CCE agent licenses and add the blended web and/or email licenses.4 6.com/en/US/products/ps12586/tsd_products_support_series_home. © 2016 Cisco and/or its affiliates. For more information on supported options and configuration refer to the Packaged CCE specification published here: http://cisco. All rights reserved. 2016 Page 124 of 174 .Ordering Guide Upgrade from Premium Voice to Blended Email or Web can also be used with Packaged CCE. Pricing subject to change. Blended Agent licenses with Voice along with Email or Web cannot be used with Packaged CCE. Cisco Confidential. you need to use the following top-level SKU: Product Numbers Description CCE-PAC-ADDON Packaged CCE Add-Ons This top level SKU contains the same Packaged Agent SKU options ‘CCE-PAC-AGENT’. CVP Reporting Server o Only Premium version can be used which is now available for free. as they are not required for add-on licenses. May 6. For Channel Partner Use Only. In order to have blended Packaged CCE agents with web and/or email. You must procure two Intelligence Center Premium licenses. These are IPCE-UPV2BE-AGT-L. and IPCE-UPV2AW-AGT-L. as per bullet points above. Refer to respective chapters in this guide for licensing structure and ordering information for these components. IPCE-UPV2BW-AGT-L. Not for public distribution. SocialMiner Remote Expert Mobile Additional Call Studio Licenses Options sold under SolutionsPlus program o See Packaged CCE specification for any restrictions. ‘CCE-PAC-CCX-PRM’ and ‘CCE-PAC-CCX-ENH’ but does not contain other packaged licenses such as server licensing. such as IPCE-PVAEW-AGT-L or IPCE-PVBWAGT-L. one for each side.html 6. etc.4.1 Add-On Licenses Additional Agents To order additional Packaged Agent licenses for existing Packaged CCE deployments. Intelligence Center Premium Edition o Premium license can be applied to the Intelligence Server VMs located on Packaged CCE server. IPCE-UPV2AE-AGT-L. For Channel Partner Use Only. Not for public distribution.x Redundant ports $180 Not applicable (Included in SWSS order for ports) CVP-10X-M500-RDPT CVP 10. Please refer to CVP chapter for more details.2 Additional Queue or Self Service Ports Important: Packaged CCE Agent SKU includes a CVP port for queuing or self-service.X Part Numbers Product Numbers Description Product Number List Price ($US) Unified CVP Top Level Part Number CVP-10.4.0 Port License $900 CVP-11X-REDPT CVP 11. Cisco Confidential.X CVP 11. All rights reserved.x Port License $900 CVP-10X-M500-PT CVP 10.5 Non-Production Systems Packaged CCE shares the same media kit as Unified CCE. 2016 Page 125 of 174 .x Redundant Port License Min 500 $160 Not applicable (Included in SWSS order for ports) 6. 6. Order additional CVP ports only if you need more queue or self-service ports than number of concurrent agents. Pricing subject to change. either as part of Packaged Agent SKU or a-la-carte CVP port SKU. Refer to Packaged CCE Design Guide for system capacity limits. To order additional queue or self-service CVP port licenses for existing Packaged CCE deployments. do not exceed the system capacity. 6.X N/A Unified CVP Ports and redundant Ports CVP-10X-PTS CVP 10.6 Upgrade Customers who have Software Support service (SWSS) / Unified Communications Software Subscription (UCSS) for Packaged CCE are eligible to upgrade from Packaged © 2016 Cisco and/or its affiliates. May 6. A-la-carte CCE agent SKUs mentioned in other chapters of this guide cannot be used with Packaged CCE deployments. Refer to Non-Production Systems section of Unified CCE chapter for details on how to obtain a non-production system. Make sure the total number of CVP ports ordered. use the following a-la-carte CVP port SKUs.x Pt License Min 500 Ports $640 CVP-10X-REDPT CVP 10.Ordering Guide Note: You can use only the Packaged Agent SKUs to add more CCE agents to Packaged CCE deployments.X CVP 10. CVP 11.X Part Numbers Product Numbers Description List Price ($US) Software Subscription (i) Product Number List Price ($US) Unified CVP Top Level Part Number CVP-11.0 N/A Unified CVP Ports and redundant Ports CVP-11X-PTS CVP 11.0 Redundant ports $180 Not applicable (Included in SWSS order for ports) List Price ($US) Software Subscription (i) CVP 10. All rights reserved. It will provide upgrade media for the CVP Call/VXML servers and a PAK for each of them. Packaged CCE upgrade includes the following: 1) Media for Unified CCE Server components: CCE Call Servers. Choose the ‘advanced’ option and proceed. 6. CVP-11-PRD-UP= Order 1 quantity of this SKU for each CVP Call/VXML Server in the deployment. see Packaged CCE Design Guide for compatibility details. Pricing subject to change. Intelligence Center and Finesse components. 2) Look for following three upgrade SKUs CCEH-V110-K9-UPG= Order 1 quantity of this SKU for entire deployment.x or 10. and Optional HDS Servers 2) Media and upgrade PAK for Unified CVP Call/VXML Server components 3) Media for Unified Intelligence Center components 4) Media for Finesse Server components 5) Media and upgrade PAK for Unified Call Studio workstation 6.7 Migration Options Please use the following guidelines for migrations to and from Packaged CCE.cisco.x to Packaged CCE 11. Not for public distribution.0 components. For Channel Partner Use Only. It will provide upgrade media for CCE.1 1) Ordering Packaged CCE upgrade Login to Product Upgrade Tool (PUT) using valid UCSS/SWSS contract. CCE Data Servers. It will provide upgrade media for the Call Studio workstations and a PAK for each of them. 2016 Page 126 of 174 . The promotion will provide discounts on Packaged CCE Agent license on top of standard partner discount as detailed below – © 2016 Cisco and/or its affiliates. CVP-STU-11-PRD-UP= Order 1 quantity of this SKU for each Call Studio workstation in the deployment. Cisco Confidential. 3) Select the delivery mode: physical or electronic 4) When an order is placed on PUT.Ordering Guide CCE 9.com/go/license. May 6. you will receive PAKs and you can generate licenses on www.1 From Unified CCX to Packaged CCE Cisco offers a discount promotion for customers who outgrew their Unified Contact Center Express system and are migrating to Packaged Contact Center Enterprise.7.6. 6. All of the components listed below must be on the same major version. To receive the additional agent license discount for migrating from Unified CCX to Packaged CCE.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) 2) 3) 4) The new deployment meets all requirements as listed in the Packaged CCE Specification document. 6. if customer has 100 Premium CCE agents.7. you need to use the appropriate Options SKU(s) mentioned in the below table instead of using the CCE-PAC-AGENT SKU.Ordering Guide 1) 2) Unified CCX Standard customers will receive a 20% discount on Packaged CCE Agent license Unified CCX Premium customers will receive a 30% discount on Packaged CCE Agent license Notes: These discounts are taken off the list price before any standard (partner/customer) discounts are applied. 2016 Page 127 of 174 . Cisco Confidential.550 CCE-PAC-CCX-PRM Packaged CCE agent license migration promotion for Unified CCX Premium customers $1. This support applies only to this particular promotion and not to any other product codes.350 Note: New Packaged CCE customers migrating from Unified CCX must use the above SKU(s) from within CCE-PAC-BUNDLE. The customer must have CCE Premium Agents The customer must have redundant CVP ports licenses that are at least as many as the number of agents. CBABU is in support of the promo discount of 20% or 30% plus the standard discounts not to exceed a total discount of 72%. For Channel Partner Use Only. Additional PCCE agent licenses should be ordered using the CCE-PAC-ADDON SKU as described in Section 6. Product Number Description List Price ($US) CCE-PAC-CCX-ENH Packaged CCE agent license migration promotion for Unified CCX Enhanced customers $1.4. they must have at least 100 CVP ports and 100 CVP redundant ports. Existing Packaged CCE customers who have already paid for the Packaged CCE server license can use the above Options SKU(s) from within CCE-PAC-ADDON to avoid additional server charges. All rights reserved. These discounts plus any standard partner/customer discount may get flagged by sales finance and may require escalations for approvals. Not for public distribution. This promotion should only be used for migrating existing CCX Enhanced or Premium licenses.1. © 2016 Cisco and/or its affiliates. The deployment cannot exceed the capacity of the Packaged CCE Specification even if the customer has excess license. May 6. These SKUs can be found as Option items in CCE-PAC-BUNDLE and CCE-PAC-ADDON. For instance. Pricing subject to change. For Channel Partner Use Only. However.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. etc. Their Packaged Agent license CCE-PACAGENT will entitle them for equivalent number of CCE Premium agents and redundant CVP self-service ports. May 6. one (1) redundant Finesse Server license. and two (2) Call Studio licenses. Pricing subject to change. Not for public distribution. © 2016 Cisco and/or its affiliates. such as IP-IVR. Below are the typical reasons to migrate from Packaged CCE to Unified CCE: 1) 2) The deployment needs to exceed the capacity of Packaged CCE. etc.Ordering Guide 6. Cisco Confidential. such as number of concurrent agents. All rights reserved.7. 2016 Page 128 of 174 . Their Packaged Server license CCE-PACM1 will entitle them for one (1) CCE Server license. The deployment requires a feature or option not available with Packaged CCE. Additional a-la-carte Unified CCE or CVP licenses can be procured after migration. two (2) redundant CVP Server licenses. they must adhere to Unified CCE SRND guidelines as they migrate their deployment. one (1) redundant CUIC Standard license. Ordering Guide 7. Cisco Finesse is available for Unified CCE customers. Note: If your company is considering Cisco Unified Communications in a Public Safety Answering Point (PSAP) or equivalent emergency services environment. Cisco Confidential. Not for public distribution. 2016 Page 129 of 174 . SWSS for Cisco Finesse is covered via the SWSS on the Unified CCE or Packaged CCE agent licenses. $1. they are entitled to use Cisco Finesse. All rights reserved.2. or Cisco Agent Desktop (CAD) with that seat license. Pricing subject to change.com prior to purchase or deployment. © 2016 Cisco and/or its affiliates. May 6.1 Cisco Finesse for Unified CCE customers Unified CCE customers who require Cisco Finesse must purchase the Finesse server and media kit.1. 7. Details on ordering seat licenses are available in Section 5. For Channel Partner Use Only.000 CCEH-FINESSE11X-K9 Media Kit for Finesse 11.x $100 When a customer purchases a Unified CCE Premium Agent license. Cisco Finesse does not include license key enforcement. Product Numbers Description List Price ($US) CCEH-FINESSE-SVR-L Finesse Server HA Pair. CTI-OS.1.x $100 CCEH-FINESSE10X-K9 Media Kit for Finesse 10. Cisco Finesse This section provides licensing and ordering information for Cisco Finesse. please contact psap@cisco. This single sku includes the software and license to run a pair of Finesse servers. please contact psap@cisco. If there are additional SocialMiner users who do not have Unified CCX licenses.Ordering Guide 8. Note: When ordering SocialMiner.NO LICENSES $100 SocialMiner functionality is included in the Unified CCX or CCE Premium Agent license respectively. May 6. SWSS for SocialMiner is covered via the SWSS on the Unified CCE agent licenses. Cisco Unified Intelligence Center must be purchased to provide reporting for SocialMiner.0 Media Kit . For Channel Partner Use Only.2 Standalone SocialMiner Standalone SocialMiner customers must purchase the SocialMiner server and media kit: Product Numbers Description List Price ($US) CCEH-CCP-SVR-LIC SocialMiner Server $1. Pricing subject to change. Note: If your company is considering Cisco Unified Communications in a Public Safety Answering Point (PSAP) or equivalent emergency services environment. The same applies to Unified CCE.1 SocialMiner for Unified CCX or CCE customers Unified CCX or CCE customers who require SocialMiner must purchase the SocialMiner server and media kit: Product Numbers Description List Price ($US) CCEH-CCP-SVR-LIC SocialMiner Server $1. © 2016 Cisco and/or its affiliates. Not for public distribution. Cisco Confidential. All rights reserved. 2016 Page 130 of 174 .0 Media Kit .0 Media Kit . first search via IPCE-BUNDLE then IPCE-SVRADDON to locate the SocialMiner product numbers. a Unified CCX Premium Agent License must be purchased for each additional signed in user.NO LICENSES $100 CCEH-SM-V100-K9 Qty 1 SocialMiner 10. Cisco Unified Intelligence Center must be purchased to provide reporting for SocialMiner. 8. SocialMiner is available for both Unified CCX and Unified CCE customers or as a standalone offer.000 CCEH-SM-V110-K9 Qty 1 SocialMiner 11.com prior to purchase or deployment. 8.000 CCEH-SM-V110-K9 Qty 1 SocialMiner 11. SWSS for SocialMiner is covered via the SWSS on the respective Unified CCX or CCE agent licenses. Any user signed into Unified CCX may also be signed into SocialMiner without requiring an additional user license.NO LICENSES $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).NO LICENSES $100 CCEH-SM-V100-K9 Qty 1 SocialMiner 10.0 Media Kit . Cisco SocialMiner This section provides licensing and ordering information for Cisco SocialMiner. Pricing subject to change. May 6. For Channel Partner Use Only. Not for public distribution.Ordering Guide 8. © 2016 Cisco and/or its affiliates. All rights reserved. Cisco Confidential.3 SocialMiner Non-Production Suites SocialMiner is included in both the customer and partner versions of the Unified CCE Non-Production Suite. 2016 Page 131 of 174 . CTI OS Server. pre-routing. Cisco Confidential. and all software components required to perform these functions such as. Note: For licensing requirements in atypical cases where no TDM ACD is connected to the ICM. such as reporting. Details are described below in section 9.Ordering Guide 9. including pre-routing from a carrier network and post-routing from an ACD © 2016 Cisco and/or its affiliates. Not for public distribution.1. administrative workstation. The second subsection describes details on how to order these components. May 6. router.5.1 Primary Unified ICME Licenses Each Unified ICM Enterprise system requires at least one ACD Peripheral Gateway (PG) license and one or more Agent licenses. Cisco Unified ICM Enterprise (Unified ICME) This section describes the licensing structure and ordering of Unified ICM Enterprise. 2016 Page 132 of 174 . database integrations. logger.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) ● Unified Contact Center Enterprise (CCE) 9. etc. please contact
[email protected] 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. CTI Desktop software.1. 9. This first subsection describes the licensing structure and orderable components. etc. 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. 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 9. There are some additional licenses that may be required depending on additional functions. Pricing subject to change. see below in section 9. Note: If your company is considering Cisco Unified Communications in a Public Safety Answering Point (PSAP) or equivalent emergency services environment. PGs.1.com prior to purchase or deployment. All rights reserved. For Channel Partner Use Only. A Unified ICM system licensed by at least an ACD PG and an ICM Agent license includes the following functionality: ● Monitor ACD (call and agent) activity ● Call routing. This is described in sections 5. the licensing does not provide a hard quantity limit to the number of components deployed. Not for public distribution. 8 Pricing for other.1 and beyond.com © 2016 Cisco and/or its affiliates. Pricing subject to change. to connect to other carrier switches. Expressed in terms of the software components licensed. With the exception of ACD PGs (and the related CTI Servers). reporting and routing. specialized NICs. For Channel Partner Use Only.1. but would also be licensed to deploy 2 ICM systems instead. AT&T and INAP) CTI Server (only for non- 8 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. 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. Examples: ● A customer with 20 ACD PG licenses and 4000 Agent licenses. CWC. such as monitoring. Cisco Confidential. TIM.1. 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. Examples are wallboards. May 6. All rights reserved. is available on request from CCBU Product Management at ccbu-pricing@cisco. CRSP) ● Network (Sigtran) Gateways (ITU. recorders. NTL.Ordering Guide ● 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. Unisource. ● Connections to Cisco IVR systems (IP IVR and CVP) and all related functions a Unified ICM system can perform. for example one ICM system with 8 PGs and 400 agents and another ICM system with 12 PGs and 3600 agents. could deploy a single ICM system with 20 PGs and 4000 agents. This is described in the remaining subsections of 9. Some Agent and Desktop licenses provide additional functionality. 2016 Page 133 of 174 . Nortel.1. SS7. The number of components deployed should be reasonable for the quantity of ACD PGs and Agents licensed. 000.Ordering Guide Note: Starting with UCCE 8.000.00 ICME-PG-11 ICM ENTERPRISE NORTEL SYMPOSIUM PG (INCLUDING AAS) $70. ● An ACD PG license is required for each connected ACD.1. For Channel Partner Use Only.000.00 Notes: ● A single IPCC Gateway license allows for redundant implementation (A and B side). ● It is not possible to change or exchange one type of ACD PG license into another type of ACD PG license.00 ICME-PG-03 ICM ENTERPRISE ASPECT CONTACT SERVER PG $50.00 Notes: ● A single ACD PG license allows for redundant implementation of a PG (A and B side). Cisco Confidential.1.00 ICME-PG-04 ICM ENTERPRISE AVAYA CMS PG $50.com/c/dam/en/us/td/docs/voice_ip_comm/cust_contact/contact_c enter/ipcc_enterprise/compatibility_matrix/icmacdmx. For example.5(1).000. May 6.000.1.1 IPCC Gateway (CC Gateway) PG Licenses This CC Gateway licenses a “Child” Contact Center Enterprise system to connect to a “parent” ICM for enterprise-wide routing and reporting. he can no longer use his Aspect Call Center PG licenses and will need to acquire new Aspect Contact Server licenses.AAS OPTION $20. see: http://www. This is because it comes bundled with the Automated Administrator for Symposium tool © 2016 Cisco and/or its affiliates.000.2 ACD PG Licenses There are 16 different ACD PG (peripheral gateway) licenses for the different types of ACD the Unified ICM system can connect to.pdf ● The price for a Nortel Symposium ACD PG is different from the other PGs. Users are required to migrate to Cisco Unified Intelligence Center (CUIC). when a customer is migrating from Aspect Call Center to Aspect Contact Server. All rights reserved.1. even if multiple ACDs (with different IP addresses) are connecting to the same physical PG server machine.00 ICME-PG-11-SEI= ICM ENTERPRISE NORTEL SYMPOSIUM PG . 9. Please see Chapter 12 for more information.000. ● ICM Agent and Desktop licenses are not required with the IPCC Gateway License ● An IPCC Gateway license is required for each Child IPCC System connected to the ICM. Pricing subject to change.cisco. Product Numbers Description List Price ($US) ICME-PG-IPCCEE CC GATEWAY FOR CC ENTERPRISE $20. 9. Not for public distribution. The following table lists them: Product Numbers Description List Price ($US) ICME-PG-02 ICM ENTERPRISE ASPECT CALL CENTER PG $50. ● For details on the supported ACDs. 2016 Page 134 of 174 .00 ICME-PG-05 ICM ENTERPRISE AVAYA CMS-LESS PG $50. WebView will be disabled and not supported. Note that AAS is supported on ICM 5.1. wallboards. Cisco Confidential. for example IVR ports that are managed through an ACD PG. which is licensed separately. ● Regular Agent licenses can be used with any supported ACD PG.3 Agent Licenses for Voice Applications All agent licenses are based on concurrently logged-in agents.1. Examples: 1. 2.Ordering Guide (AAS). 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. depending on the quantity ordered. ● Nortel Symposium PGs purchased before January 2006 can be upgraded to include AAS by ordering ICME-PG-11-SEI= for $20. The Regular Agent license (ICME-REGAGT-Tx) is for ‘traditional’ ICM functionality.000 or more 50% of base price The table below lists the ICM Enterprise Agent licenses for voice applications and their list prices. May 6. a Regular Agent license is required for each agent that is logged on to the ACD and monitored by the ICME through a PG.0 and later with Symposium 5. Other users. see section 9. The license provides all Unified ICME capabilities for that. Examples are recorders. 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. © 2016 Cisco and/or its affiliates. but not the optional Agent Desktop CTI integration. Pricing subject to change. Most commonly these are ACD agents logged into the ACD. Regular Agent licenses are available in 4 tiers. a Regular Agent license is required for each peripheral connection to the ACD that is monitored by the ICME through a PG. where the ICM monitors individual agents. Notes: ● CTI integrations that only read events and do not log agents in through the CTI interfaces are allowed under these licenses. 2016 Page 135 of 174 . Not for public distribution.2. independent whether they are on a call or not. 9. but routes only to the skill group level. Verify required Service Releases and patches on both products in the AAS product documentation. such as Administrative Workstation or Internet Script Editor users.2.1.1. For agents. are not licensed separately.1. For other peripheral connections. Older Nortel Symposium PGs (ordered before January 2006) do not include this tool.0 and later. For Channel Partner Use Only.000 65% of base price Tier 4 Orders of 1. A Regular Agent license is required for each peripheral connection to any of the ACD PGs listed in section 9. All rights reserved. but it could also be other types of connections.1.000. Agents need a license when they are logged-in. and leaves the individual agent selection to the third-party ACD. 2016 Page 136 of 174 . for example in server-to-server integrations.00 $1.1. 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) © 2016 Cisco and/or its affiliates. control state changes.2.00 Options Regular Agent 9. Cisco Confidential. For Channel Partner Use Only. Note that the SAP CRM Connector (which is available for Contact Center Enterprise and Hosted) is not available for ICM.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.1.00 ICME-REGAGT-T4 REGULAR ICM ENTERPRISE AGENT – TIER4 $500. All rights reserved. A license is required for each agent that is logged in through the CRM application.300.2 Additional Unified ICME Licenses and Components 9. A license is required for each agent that is logged in through the CTI Server or CTI Toolkit interfaces. call control and screen pops with data. Product Numbers Description List Price ($US) Options Desktop licenses ICME-CTITOOLKIT CTI Toolkit License for ICME Regular Agent ICME-SIEBELCRM ICME Cisco Siebel Connector License for Regular Agent $900.00 ICME-REGAGT-T3 REGULAR ICM ENTERPRISE AGENT – TIER3 $650. Pricing subject to change. Not for public distribution. published here: 9. CRM Connector desktop licenses allow the use of Cisco Unified CRM Connector for Siebel. ● A Desktop license is optional for Regular Agent licenses ● For up to date information on which CTI option is available on a particular third party ACD.4 Select Desktop license Desktop licenses The Desktop licenses allow the agent to use a desktop application that allows him to log in/out.Ordering Guide Product Numbers Description List Price ($US) ICME-REGAGT-T1 REGULARICM ENTERPRISE AGENT – TIER 1 $1. 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.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. May 6. see the Compatibility Matrix.1.000.1.00 ICME-REGAGT-T2 REGULAR ICM ENTERPRISE AGENT – TIER2 $800. Pricing subject to change. Notes: ● This license is not required when CVP is used to transfer the call. 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 1.00 ICME-IVRPRT-T3-L ICM ENTERPRISE THIRD PARTY IVR PORT . since the other specific carrier networks do not support this feature.00 ICME-IVRPRT-T2-L ICM ENTERPRISE THIRD PARTY IVR PORT . For Channel Partner Use Only. Of the ICM Enterprise NICs listed in section 9.00 ICM Third Party IVR licenses 9. A third party IVR Port license is required for every third party IVR port monitored or controlled by the ICM. ● 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 © 2016 Cisco and/or its affiliates. This license is a single license per Unified ICM Enterprise system.TIER 4 $195. Product Numbers Description List Price ($US) ICME-IVRPRT-T1-L ICM ENTERPRISE THIRD PARTY IVR PORT . Cisco Confidential. This capability requires a network connection (NIC or IVR) that supports this function. optionally redundant PG) or to connect four separate 100-port IVR systems (using 4.1. independent of the number of ACD PGs.00 ICME-IVRPRT-T4-L ICM ENTERPRISE THIRD PARTY IVR PORT .000 75% of base price Tier 4 Orders of 1. May 6. Agents or Third Party IVR Ports licensed. For example 400 third Party IVR Port licenses can be used to connect a single 400port IVR (using a single.1 only the CRSP NIC and SS7 NIC supports this feature.TIER 2 $255. 2016 Page 137 of 174 . Not for public distribution. All rights reserved.2. depending on the quantity ordered.000 or more 65% of base price The table below lists the ICM Enterprise Third Party IVR licenses and their list prices.1. An ICM Enterprise Blind Network Transfer license is included with CVP. optionally redundant.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. Third-party IVR Port licenses are available in 4 tiers. Note that there is no separate license for the VRU PG.TIER 3 $225.TIER 1 $300. The feature is also supported for networks that are connected through the VRU PG. PGs).Ordering Guide ● Unified ICME accepting post-routing requests from IVR (Call Routing interface) ● Unified ICME controlling IVR applications for calls at the IVR (Service Control Interface) The software component licensed by this license is the VRU Peripheral Gateway and all of the public interfaces that it offers. ).e. May 6.000 ICM Enterprise Network Transfer ICME-BNT 9. Not for public distribution. For Channel Partner Use Only. ● Unified ICME also supports Consultative Network Transfers using either a CRSP or SS7 NIC. Unified ICM Enterprise licenses are required for each connected TDM ACD and all agents on these ACDs. as this is included in the Unified CCE Agent licenses).3. the Unified ICM systems should be licensed as a Unified ICM Enterprise system and not as (part of) a Unified ICM Hosted system. Pricing subject to change.1 Unified ICME Systems used as Hybrid CCE-ICME system In this case the Unified ICME system has third party ACDs connected as well as Cisco Unified Communications Manager(s) and is therefore a combination of Unified ICM Enterprise and Unified Contact Center Enterprise.3. etc.1.1. This is not considered a ‘transfer’. Product Numbers Description List Price ($US) ICM ENTERPRISE BLIND NETWORK TRANSFER $150. such as an agent. Note that no separate license is required to connect a Unified ICM Enterprise system to a Unified ICM Hosted system. 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 function.3 Special Unified ICME Deployment Cases There are several non-standard ICM deployment models that don’t fit the standard licensing models described above. All rights reserved. 9. the ACD or IVR). A system like this requires both Unified ICME and Unified CCE licenses. The table below lists the ICM Enterprise Network Transfer license and its list price. moving the call) is left to the device requesting the transfer (i. 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). Please contact ICM product management if this feature is required. 2) A transfer request is executed by the ACD or IVR. 2016 Page 138 of 174 . Cisco Confidential. 9. Network IVR services.Ordering Guide another destination. This capability requires additional licensing.1.3 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: © 2016 Cisco and/or its affiliates. Only customers owning NAM licenses or Unified CCH licenses should purchase ICM Hosted PG and Agent licenses.1. 9. and the Unified ICME system is only used to provide the destination for the transfer (normal post-route request) but the execution (i.e.3. This is not considered a ‘network’ transfer. The required licensing for these cases is described in this section.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. based on what licenses are ordered. Not for public distribution. ● IPCC Gateway licenses (Unified CC Gateway licenses). 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. as follows: ● Media kit: Select the desired release. © 2016 Cisco and/or its affiliates. In this case only Third Party IVR Port licenses are required. All rights reserved. Select the number and types of ACD PG licenses required. For Channel Partner Use Only. Cisco Confidential. 2016 Page 139 of 174 . 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). For licensing this type of functionality. The media kit will dynamically be composed. These are described in section 5. You can mix different types of desktops (or no desktop) as long as the total aligns with the number of Regular ICM Agents selected. See section 9. Select the number and type of Unified CC Gateway licenses required ● ACD PG licenses. Available in 4 tiers. agents. please contact Cisco at ccbupricing@cisco. Note that for IP IVR this is an exception to the rule that no Third Party IVR Port licenses are required for IP IVR. It is possible to select ‘no desktop’. you can select 50 of those to have the CTI Toolkit Desktop license and 50 to be Siebel agents. May 6.. ● ICM systems used for simple routing functions using a NIC. When selecting ‘1’. There is a second level option class for Desktop licenses.1. Available in 4 tiers. The ordering system will force you to select a total amount that is equal to the number of Agent licenses ordered. Pricing subject to change.Ordering Guide ● Unified ICME systems used to connect to IP IVR and third party IVR systems only. For example when ordering 100 Regular Agent licenses. ● Third Party IVR licenses. These functions are typically performed as part of a Unified ICM Hosted system in a carrier environment. 9.2 for details.1. You can order only one ICM media kit at a time.2. etc. ● ICM Regular Agent licenses. Note that only the applicable minimum number of agents can be ordered for each tier.1. you can then configure the item and select the PGs.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.com. Note that only the applicable minimum number of ports can be ordered for each tier.2. in the required type and quantity. When selected in the ordering tool. To order licenses for migrations between various CRM Connector Desktops. Toolkit Desktop. Cisco Confidential.5) cannot be ordered as part of an ICME-BUNDLE.00 ICME-CTITOOLKIT-M Migrate Existing CRM Connector to CTI Toolkit $400. for example in case a customer migrates from one CRM vendor to another or from CTI Toolkit to a CRM Connector. Not for public distribution. Cisco Agent Desktop. Siebel Agent. These licenses need to be added separately to an order using the product numbers provided in the sections above. The basic rules for ‘translating’ older Unified ICM Enterprise licenses into new ones are very straightforward. Cisco Supervisor Desktop and ICM Blended Agent licenses) ICM Enterprise Desktop license (either ICMECTITOOLKIT or ICME-SIEBEL) IVR Port (ICM-PRT-Tx-L) Third Party IVR Port licenses (ICME-IVRPRT-Tx-L) SS7 Cards No change ICM Blind Network Transfer No change Non-product bundles No change © 2016 Cisco and/or its affiliates. The table below provides the main relationships: Older item New Item ICM Enterprise Standard Agent license (ICME-STDAGT-Tx-L) Regular ICM Enterprise Agent license (ICME-REGAGTTx) ICM Enterprise Premium Agent license (ICME-PREMAGT-Tx-L) Regular ICM Enterprise Agent license (ICME-REGAGTTx) and ICM Enterprise Desktop license (either ICMECTITOOLKIT or ICME-SIEBEL) ACD PG (ICM-PIMxx) Matching ACD PG license (ICME-PG-xx) ICM Voice Agent (ICM-AGTVOC-Tx-L) Regular ICM Enterprise Agent license (ICME-REGAGTTx) ICM CTI Agent licenses (CTI Agent.00 Migration from Previous Licensing Methods This section describes how customers that have purchased Unified ICM Enterprise licenses under an older licensing scheme should be treated when expanding their system or renewing maintenance using the new maintenance product numbers. Supervisor Toolkit. Pricing subject to change. 2016 Page 140 of 174 .4 List Price ($US) $900. May 6.3 Upgrades and Migrations Under ICME-AGENTS. 9.300. There are two types of licenses in that option class: To order desktop licenses for previously ordered regular agent licenses without desktop. Product Numbers Description ICME-CTITOOLKIT CTI Toolkit License for ICME Regular Agent ICME-SIEBELCRM ICME Cisco Siebel Connector License for Regular Agent ICME-SIEBELCRM-M Migrate Existing CTI Toolkit or CRM Connector to Cisco Siebel Connector $650.Ordering Guide Note that Non-production licenses (see section 6.00 9.00 $1. All rights reserved. For Channel Partner Use Only. a ‘Desktop Migration’ option class is offered to order additional desktop licenses without ordering Agent licenses. When customer has ICM Agent licenses in place. Cisco Confidential. 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. Certified Partners should only order the Product Numbers ending in ‘-CP’ or ‘-DART=’. but exclusively in non-production systems. Administrative Workstation. Not for public distribution. End-customers should only order the licenses with Product Numbers ending in ‘-EC’. Agent and Desktop licenses.5 Non-Production Systems The Unified ICM non-production bundles includes 1 CVP Server license. Notes: ● These licenses are only sold either to end-customers who have ordered Unified ICM Enterprise production licenses or to certified ATP Partners.Ordering Guide Older item New Item All other items. All functionality is included in the Agent licenses above. © 2016 Cisco and/or its affiliates. The table below lists the Non-Production bundles and their list price. 2000 VXML Server ports. These bundles are only available from the Wholesale price list. IVR PG (ICM-PIMIVR-L). 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. Remote Server redundancy.. For Channel Partner Use Only. 2 CUIC reporting servers. Non-production use includes lab. which implies that they must be ordered through a Cisco distributor. Partitioning. ● These licenses are priced differently for end-customers and ATP-certified partners. ICM NICs. Pricing subject to change. see note below on the new multichannel products). 1000 CVP queuing/transfer ports. ● The Certified Partner (‘-CP’) non-production bundles are only available for order by ATP Partners in theaters where the DART tool is not available. Internet Script Editor Connection. demo and training purposes. HDS Option. Partitioning. 5 CUIC reporting users. This leads to the following specific cases for expansion orders: Expansion case: customer wants to… Customer should order… Add more agents to an existing ICM Enterprise location New Regular Agent licenses and optionally Desktop licenses Exchange ACD from one type to another. ICME-BUNDLE. for theaters where DART is used. 2016 Page 141 of 174 . All rights reserved. Administrative Workstation/HDS /ISE or other option to an existing Unified ICM Enterprise Nothing. ● The ‘-DART=’ bundle is only available for ATP partners through the DART tool. such as: These items do not translate into any current license. ICM Gateway licenses. May 6. third-party CTI Connection Using the rules above a customer should ‘translate’ their current licenses into new ones and use that as a basis for ordering expansion licenses. PG licenses. 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. All components can be used in reasonable quantities. 000 ICME-REGAGT-T1 REGULAR ICM ENTERPRISE AGENT – TIER 1 $1.000 ICME-PG-03 ICM ENT ASPECT CONTACT SERVER PG $50.TIER 3 $225 ICME-IVRPRT-T4-L ICM ENT THIRD PARTY IVR PORT . 2016 Page 142 of 174 .TIER 4 $195 ICME-BNT ICM ENTERPRISE BLIND NETWORK TRANSFER $150. © 2016 Cisco and/or its affiliates.000 ICME-REGAGT-T2 REGULAR ICM ENTERPRISE AGENT – TIER2 $800 ICME-REGAGT-T3 REGULAR ICM ENTERPRISE AGENT – TIER3 $650 ICME-REGAGT-T4 REGULAR ICM ENTERPRISE AGENT – TIER4 $500 ICME-CTITOOLKIT CTI Toolkit License for ICME Regular Agent $900 ICME-SIEBELCRM ICME Cisco Siebel Connector License for Regular Agent $1.000 ICME-PG-08 ICM ENTERPRISE NEX NEAX 2400/7400 PG $50.com/go/swss.000 ICME-PG-05 ICM ENTERPRISE AVAYA CMS-LESS PG $50.000 ICME-NPSENT-CP ICM ENT Non-Production Suite Certified Partner $0 ICME-NPSENT-DART= ICM ENT Non-Production Suite DART $200 Non-production bundles 9. May 6.000 ICME-PG-01 ICM ENTERPRISE ALCATEL 4400 PG $50.000 ICME-PG-11-SEI= ICM ENT NORTEL SYMPOSIUM PG . All rights reserved.AAS OPT $20.300 ICME-SIEBELCRM-M Migrate Existing CTI Toolkit or CRM Connector to Cisco Siebel Connector $600 ICME-CTITOOLKIT-M Migrate Existing CRM Connector to CTI Toolkit $400 ICME-IVRPRT-T1-L ICM ENT THIRD PARTY IVR PORT . Product Numbers Description List Price ($US) ICME-PG-IPCCEE CC GATEWAY FOR CC ENTERPRISE $20. AAS) $70. Pricing subject to change. Cisco Confidential.000 ICME-NPSENT-EC ICM ENT Non-Production Suite End Customer $25. Not for public distribution. For Channel Partner Use Only.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.000 ICME-NPSENT-DART= ICM ENT Non-Production Suite DART $200 ICME-NPSENT-CP ICM ENT Non-Production Suite Channel Partner $0 Notes: ● Details on Software Support Service can be found here: http://www.cisco.TIER 1 $300 ICME-IVRPRT-T2-L ICM ENT THIRD PARTY IVR PORT .000 ICME-PG-04 ICM ENTERPRISE AVAYA CMS PG $50.Ordering Guide Product Numbers Description List Price ($US) ICME-NPSENT-EC ICM ENT Non-Production Suite End Customer $25.000 ICME-PG-02 ICM ENTERPRISE ASPECT CALL CENTER PG $50.000 ICME-PG-11 ICM ENT NORTEL SYMPOSIUM PG (INCL.TIER 2 $255 ICME-IVRPRT-T3-L ICM ENT THIRD PARTY IVR PORT . 1 Overview of Unified IP IVR Licenses Unified IP IVR licensing is based on per port licenses and Server Software Licenses.2. 10. May 6. The Communications Sizing Tool (CUCST) at http://tools. Unified IP IVR HA Server Software Licensing Deployment of High Availability for IP IVR requires a single server software license and the HA server software license. Note: High Availability is not supported when IP IVR is deployed in a CCE environment.com prior to purchase or deployment.1. Cisco Unified IP IVR 10. All rights reserved.2 Upgrading To a Later Cisco Unified IP IVR Release 10. Server Software licenses Licenses are obtained by purchasing the appropriate product ID for number of ports desired. See CCE SRND for alternative failover mechanisms.cisco. 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.com/cucst/. If your company is considering Cisco Unified Communications in a Public Safety Answering Point (PSAP) or equivalent emergency services environment. 10.2 Upgrading Cisco Unified IP IVR to a Later Release Using ESW/UCCS or SWSS Customers with a valid Unified Communications Software Subscription (UCSS) or Software Support Service (SWSS) contract are entitled to upgrade from their current © 2016 Cisco and/or its affiliates. Not for public distribution. 2016 Page 143 of 174 . 10.2. Cisco Confidential. please contact psap@cisco. For Channel Partner Use Only. Pricing subject to change.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. Port licenses 2.1 Types of Unified IP IVR Licensing There are two types of user licenses for Unified IP: 1. Customers should order enough ports to accommodate the maximum number of simultaneous calls at any given time.Ordering Guide 10. Unified IP IVR Licenses There is only one type of port license. is required for any Cisco Unified Computing System based configuration. X.0. 10. Cisco Confidential.1 Ordering Unified IP IVR Not for Resale (NFR) Licenses Unified IP IVR 11.x.3.0 and later can upgrade directly to 10. All such systems must be ordered using ‘New’ product IDs and pricing.0 NFR kits may never be deployed on customer premises for any reason without prior Unified IP IVR Product Manager approval.0 does not have product IDs for purchase of customer non-production systems.x customer may choose to purchase a la carte upgrade licenses to upgrade their existing release to 11. Upgrades from these releases will require fresh installs with no data migration.0.cisco.x.Ordering Guide release to a later release using the Cisco Product Upgrade Tool (PUT) at http://tools.2 Ordering Customer Non-Production Systems Unified IP IVR 11.3. Please order IVR-11-NFR=.0 production Licenses Ordering New and Add Using Cisco Online Configuration & Ordering Tools Unified IP IVR 11.0.x.0 NFR kits are available for use in Cisco and Cisco partner labs. Please note that Unified IP IVR 11.0 Licenses from a Previous IP IVR Release 10. 5. 9.1 Upgrading Unified IP IVR Licenses Using Purchased Product IDs Any previous 3. Not for public distribution. Pricing subject to change. 7. All rights reserved. Unified IP IVR NFR kits provide server software (with High Availability) and five ports of Unified IP IVR.0 supports ordering New and Add On product components using a single top-level product ID IVR-11-SYSTEM-K9 to configure and order all software and licenses required for a deployment as follows: ● Configuring New Orders Unified IP IVR 11. 10. maintenance and service releases.com/gct/Upgrade/jsp/index.3.X.3.x as an interim path to upgrade to IP IVR 11. 6. Lastly.x.0 and earlier to 11.3 Upgrading to Unified IP IVR 11. UCSS and SWSS contracts provide entitlement to upgrade to any major release. You will need to buy at least 1 additional port to complete your configuration.IP IVR 8. For Channel Partner Use Only.0 (IVR-11-ADD-K9) Note: All IP IVR server software ships with 5 free IP IVR ports. 4.0 or 10.0. 10. ESW or SWSS service contracts provide entitlement to TAC support and upgrades to minor. 10. Please note that only IP IVR 9.jsp. 8. May 6.x customers can use IP IVR 10. © 2016 Cisco and/or its affiliates. 2016 Page 144 of 174 .3 Ordering Unified IP IVR 11.0 (IVR-11-LIC-K9) ● Configuring Add On Orders Unified IP IVR 11.3. there is no upgrade path from IP IVR versions 7. 0 product numbers and applicable maintenance items.0 The table below contains those product IDs that will enable configuring and order all the software required for any Unified IP IVR deployment.3 Upgrading with a Unified Communications Software Subscription Service (UCSS) or Software Support Service (SWSS) via Cisco’s Product Upgrade Tool (PUT) The table below contains the product IDs used to order upgrades to Cisco Unified IP IVR 10. Cisco Confidential. © 2016 Cisco and/or its affiliates.0 and later can upgrade directly to 10.x as an interim path to upgrade to IP IVR 11. For Channel Partner Use Only. 10. Product Number Description List Price IVR-11-UPG-K9 IVR 11.0.0 Using UCCS or SWSS Any customer with a valid Unified Communications Software Subscription(UCSS) or Software Support Service (SWSS) contract may upgrade to Unified IP IVR 11.0 Upgrade IP IVR $0 IVR-11-SS-UPG IVR 11.0.4 Product ID Summary Table for Unified IP IVR Product IDs This section contains a summary table for Unified IP IVR 11.3.0 Upgrade Port $595 10. Product Number Description List Price IVR-11-SYS-K9 IVR 11.1 Ordering New and Add On IP IVR 11.3.3.0 Port $1195 IVR-11-ADD-K9 IVR 11.IP IVR 8.0 using the Cisco Product Upgrade Tool.0 ADDON $0 $0 10.4. Not for public distribution. 10.0 Upgrade IP IVR Server License Only $2495 IVR-11-HA-UPG IVR 11.4. Lastly.0 NEW IP IVR IVR-11-NEW-SS-LIC IVR 11.0 and earlier to 11.0 Upgrade IP IVR HA License Only $8995 IVR-11-PORT-UPG IVR 11. Upgrades from these releases will require fresh installs with no data migration. May 6. there is no upgrade path from IP IVR versions 7.3.4.0 New IP IVR Single Server Qty 1 License Only $4995 IVR-11-HA-LIC IVR 11.0 via the Cisco Product Upgrade Tool (PUT). All rights reserved. Please note that only IP IVR 9.2 Upgrading Unified IP IVR Licenses to Unified IP IVR 11.Ordering Guide 10. 2016 Page 145 of 174 .3.x customers can use IP IVR 10.0 New IP IVR HA Qty 1 License $9995 IVR-11-PORT1 IVR 11. Pricing subject to change.0.2 Configurable Upgrade Product IDs The table below contains product IDs to configure and order upgrades to Cisco Unified IP IVR 11.0.3. 0 Upgrade IVR-UPG-70-11K9= IVR 7.0 Upgrade IVR-UPG-80-11K9= IVR 8.0 HA IVR-UPG-HA85-11K9= IVR HA 8.5 HA to 11.0 HA to 11.0 to 11. Product Number Description IVR-UPG-3X-11K9= IVR 3. Cisco Confidential.4.0 Not for Resale HA List Price $ 100 10.0 HA IVR-UPG-HA80-11K9= IVR HA 8.0 HA to 11.0 HA 10. Product Number Description IVR-11-NFR= IVR 11.0 Upgrade IVR-UPG-85-11K9= IVR 8.X to 11.0 HA IVR-UPG-HA10-11K9= IVR HA 10.0 Upgrade IVR-UPG-HA4X-11K9= IVR HA 4.0 to 11.4 Ordering Unified IP IVR 10. May 6. Not for public distribution. All rights reserved. 2016 Page 146 of 174 .0 HA to 11.0 Upgrade IVR-UPG-10-11K9= IVR 10.0 to 11. Cisco will ship the latest version of the IP IVR 10.x software – 10.3. For Channel Partner Use Only. Any interim upgrade that is required must be ordered.6 in this case.0 Upgrade IVR-UPG-4X-11K9= IVR 4.0 (IVR-10-ADD-K9) © 2016 Cisco and/or its affiliates.Ordering Guide These upgrades will require fresh installs with no data migration.0 Upgrade IVR-UPG-50-11K9= IVR 5.0 HA IVR-UPG-HA60-11K9= IVR HA 6.0 HA to 11.0 HA IVR-UPG-HA70-11K9= IVR HA 7.5 to 11. Ordering New and Add Using Cisco Online Configuration & Ordering Tools Unified IP IVR 10.0 to 11.4 NFR Kit Product IDs The table below contains NFR Kit product IDs.0(1).6(1) is identical to ordering IPIVR 10.0 (IVR-10-LIC-K9) ● Configuring Add On Orders Unified IP IVR 9.0 Upgrade IVR-UPG-60-11K9= IVR 6.0 to 11. Pricing subject to change.0 supports ordering New and Add On product components using a single top-level product ID IVR-10-SYS-K9 to configure and order all software and licenses required for a deployment as follows: ● Configuring New Orders Unified IP IVR 10.X to 11.0 HA to 11.0 to 11.0 Upgrade IVR-UPG-90-11K9= IVR 9.0 HA to 11.0 HA to 11.0 production Licenses Note: The procedure for ordering IPIVR 10.0 HA IVR-UPG-HA90-11K9= IVR HA 9.0 HA IVR-UPG-HA50-11K9= IVR HA 5. Not for public distribution.0. All rights reserved. 10. Cisco Confidential. For Channel Partner Use Only.0 The table below contains those product IDs that will enable configuring and order all the software required for any Unified IP IVR deployment.0 New IP IVR Single Server Qty 1 License Only $4995 IVR-10-HA-LIC IVR 10.0 NFR kits are available for use in Cisco and Cisco partner labs. You will need to buy at least 1 additional port to complete your configuration. Product Number Description List Price IVR-10-SYS-K9 IVR 10.4.0 Using UCCS or SWSS Any customer with a valid Unified Communications Software Subscription(UCSS) or Software Support Service (SWSS) contract may upgrade to Unified IP IVR 10.4.4. Please order IVR-10-NFR=.Ordering Guide Note: All IP IVR server software ships with 5 free IP IVR ports.2 Upgrading Unified IP IVR Licenses to Unified IP IVR 10.4.3 Upgrading to Unified IP IVR 10.1 Upgrading Unified IP IVR Licenses Using Purchased Product IDs Any previous 3. 2016 Page 147 of 174 .x. 5. Other IP IVR versions must first upgrade via supported paths to 10.0 Port $1195 $0 © 2016 Cisco and/or its affiliates.0 does not have product IDs for purchase of customer non-production systems.0 Licenses from a Previous IP IVR Release 10.4.X.x or 9.x. 8.5 or 8.4. 4.0.x and 6.4.0. 10. 10.0. Please note that Unified IP IVR 10.X.0 to 10.0 product numbers and applicable maintenance items.3.1 Ordering New and Add On IP IVR 10. 6. Please note that only IP IVR 8.0 customer may choose to purchase a la carte upgrade licenses to upgrade their existing release to 10.0 New IP IVR HA Qty 1 License $9995 IVR-10-PORT1 IVR 10.2 Ordering Customer Non-Production Systems Unified IP IVR 10. May 6. Lastly. Pricing subject to change. 8. 10. 7. 4. there is no upgrade path from IP IVR versions 3.0 NFR kits may never be deployed on customer premises for any reason without prior Unified IP IVR Product Manager approval. 10.0 via the Cisco Product Upgrade Tool (PUT). All such systems must be ordered using ‘New’ product IDs and pricing. Unified IP IVR NFR kits provide server software (High Availability) and five ports of Unified IP IVR.x. Upgrades from these releases will require fresh installs with no data migration.0 NEW IP IVR IVR-10-NEW-SS-LIC IVR 10.x.4.4 Product ID Summary Table for Unified IP IVR Product IDs This section contains a summary table for Unified IP IVR 10. 10.3.1 Ordering Unified IP IVR Not for Resale (NFR) Licenses Unified IP IVR 10.5 can upgrade directly to 10.0. 4. Cisco Confidential. IP IVR 8. 4.0 to 10.0 HA to 10.x . 6.0 to Cisco Unified IP IVR 10.2 Configurable Upgrade Product IDs The table below contains product IDs to configure and order upgrades from Unified IP IVR 3.0 Upgrade IVR-UPG-70-10K9= IVR 7.X to 10.0 Upgrade IVR-UPG-60-10K9= IVR 6.0 Upgrade Port $595 10.0 Upgrade IP IVR Server License Only $2495 IVR-10-HA-UPG IVR 10. For Channel Partner Use Only.x.0.x and 6.0 and 7.3 Upgrading with a Unified Communications Software Subscription Service (UCSS) or Software Support Service (SWSS) via Cisco’s Product Upgrade Tool (PUT) The table below contains the product IDs used to order upgrades to Cisco Unified IP IVR 10.0 and 9.0.0 Upgrade IVR-UPG-4X-10K9= IVR 4.0 and 9.0.0 to 9.0 HA © 2016 Cisco and/or its affiliates.0 using the Cisco Product Upgrade Tool. 5.x .0 to 10. 4.4.0 HA IVR-UPG-HA50-10K9= IVR HA 5.0 Upgrade IVR-UPG-90-10K9= IVR 9.0 can upgrade directly to 10.0 respectively) to 10. Not for public distribution.0 and 7.0 respectively) to 10.0 Upgrade IVR-UPG-80-10K9= IVR 8.0. Any interim upgrade that is required must be ordered.4.0 ADDON List Price $0 10. These upgrades will require fresh installs with no data migration.0 HA IVR-UPG-HA70-10K9= IVR HA 7. Please note that only IP IVR 8.0 can upgrade directly to 10. May 6.x.x .5 to 10.0.0 Upgrade IVR-UPG-85-10K9= IVR 8.0 to 9.0 must first upgrade via supported paths (8.5 and IP IVR 9. Pricing subject to change. 7.0 Upgrade IP IVR HA License Only $8995 IVR-10-PORT-UPG IVR 10.Ordering Guide Product Number Description IVR-10-ADD-K9 IVR 10.0 HA to 10.x.x and 9.x. Lastly.0 to 10.0 Upgrade IP IVR $0 IVR-10-SS-UPG IVR 10.0 must first upgrade via supported paths (8. All rights reserved.0 HA IVR-UPG-HA60-10K9= IVR HA 6.0 to 10.5 and IP IVR 9.4.0 HA to 10.0. Product Number Description IVR-UPG-3X-10K9= IVR 3. there is no upgrade path from IP IVR versions 3.0 Upgrade IVR-UPG-50-10K9= IVR 5.X to 10. IP IVR 8. Please note that only IP IVR 8. These upgrades will require fresh installs with no data migration. IP IVR versions 5. Product Number Description List Price IVR-10-UPG-K9 IVR 10.0.0 Upgrade IVR-UPG-HA4X-10K9= IVR HA 4. Lastly.4. 8.0 HA to 10.x and 6. there is no upgrade path from IP IVR versions 3. IP IVR versions 5.0 to 10.0.0. 2016 Page 148 of 174 . Product Number Description IVR-10-NFR= IVR 10.4 NFR Kit Product IDs The table below contains NFR Kit product IDs.0 HA to 10.0 has reached End of Sale and new systems cannot be ordered at this time. Pricing subject to change.0 HA IVR-UPG-HA85-10K9= IVR HA 8.0 Not for Resale HA List Price $ 100 10.Ordering Guide Product Number Description IVR-UPG-HA80-10K9= IVR HA 8.4. © 2016 Cisco and/or its affiliates.0 HA 10. Not for public distribution. For Channel Partner Use Only.0 production Licenses Please note that IP IVR 9.5 HA to 10.4. Cisco Confidential.5 Ordering Unified IP IVR 9.0 HA IVR-UPG-HA90-10K9= IVR HA 9.0 HA to 10. May 6. 2016 Page 149 of 174 . All rights reserved. May 6. which is the total number of simultaneous recording sessions. ● Video Session Licenses. The licenses can be deployed on any number of servers and includes high availability. Not for public distribution. Cisco MediaSense This section provides licensing and ordering information for MediaSense . which is the total number of simultaneous voice recording sessions. 2016 Page 150 of 174 . live streaming. Note that the Video Session License includes audio and either the Audio Session License or the Video Session License is to be ordered. Cisco Confidential. playback. The licenses can be deployed on any number of servers and includes high availability. A MediaSense Expansion Server Software license is required for servers that provide additional capacity for media operations. which is the total number of simultaneous video recording sessions.Cisco’s openstandard network-based platform that supports recording.Ordering Guide 11. 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. Pricing subject to change. 11. A video conversation recording between two participants would require two video session licenses.1 MediaSense Ordering and Pricing Information for version 11. ● Audio Session Licenses. This component is the number of concurrent video sessions (non-Redundant) required. which is the total number of simultaneous voice recording sessions. but not for database operations © 2016 Cisco and/or its affiliates.0: Customers ordering MediaSense can select the various following components when ordering the product: ● Audio Session Licenses. All rights reserved. This component is the number of concurrent sessions (non-Redundant) required. This component is the number of concurrent audio sessions (non-Redundant) required. This component is the number of concurrent video sessions required. 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. For Channel Partner Use Only. ● Video Session Licenses. Note that the Video Session License includes audio and either the Audio Session License or the Video Session License is to be ordered. 11. This component is the number of concurrent audio sessions required. 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. not both.2 MediaSense Ordering and Pricing Information for version 9 and 10: Customers ordering MediaSense can select the various following components when ordering the product: ● MediaSense Base Licenses. x or 10.1 MediaSense 11.3 Cisco Software Support Services for Cisco MediaSense Software support services are documented in the Cisco Software Support Services Ordering Guide: http://www.x to 11. May 6. 2016 Page 151 of 174 . Product codes for Electronic Software Delivery start with ‘R-‘.cisco. 11. Not for public distribution.1. Product codes for electronic delivery of licenses start with ‘L-‘.1 MediaSense 11. MediaSense 11. start by ordering the top-level part number here and then configure it. For Channel Partner Use Only.4.0 deployments N/A MCP11-PORT-ADD-K9 MediaSense Top Level Part Number for adding ports to an existing 11.4.0 Session Licenses This is the main component of the MediaSense platform. Pricing subject to change. An audio or video session provides the user with the ability to record one voice or record/stream video session.0 Component Information The part numbers listed below provide ordering information for each MediaSense orderable part. for ease of ordering. © 2016 Cisco and/or its affiliates. All rights reserved.0 Top-level Part numbers: Product Numbers Description List Price ($US) MCP11-LIC-K9 MediaSense Top Level Part Number for new deployments N/A MCP11-VUP-LIC-K9 MediaSense Top Level Part Number for upgrades from 9.4 Ordering MediaSense 11. Cisco Confidential. 11.pdf SWSS Partner website SWSS Customer website SWSS Disti SWSS Support Guide 11.0 MediaSense is available as configurable part numbers using Cisco’s online ordering tools. however.com/web/partners/services/downloads/swss-ordering-guide. one will be able to order the following parts: ● Audio session licenses ● Video session licenses Additional information about each component is available in the sections below.0 system N/A After selecting the top-level part number.Ordering Guide 11. © 2016 Cisco and/or its affiliates.x $145 NA MCP11-VUP-VID-PT Upgrade video port MediaSense from 9. 2016 Page 152 of 174 .Ordering Guide MediaSense 11.0 Session Licenses part number information: Product Numbers Description List Price ($US) Quantity MCP-AUDIO-11X-LIC MediaSense 11. High availability is included.0 Not-for-Production System $1200 R.0 Not-for Production System E-Delivery $1200 Partner Systems – 11. Pricing subject to change. Product codes for Electronic Software Delivery start with ‘R-‘. MediaSense 11.x to 11. May 6. All rights reserved.MCP-11X-NPS-K9= MediaSense 11.0 Audio Port License $295 NA $345 NA MCP-VIDEO-11X-LIC MediaSense 11. 11.x or 10. Cisco Confidential.0 Video Port License MCP11-VUP-AUD-PT Upgrade audio port MediaSense from 9.5 Ordering MediaSense 10. This is a full-featured version of the software that provides: ● 98 session licenses for audio and 2 for video.4.0 MediaSense is included in the Cisco Collaboration 11 Partner Bundle Offer.0 NPS part number information: Product Numbers Description List Price ($US) MCP-11X-NPS-K9= MediaSense 11. Not-for-Production Systems should be ordered when production calls will not be taken on the system. available via the Cisco Marketplace Store.x to 11. For Channel Partner Use Only.x MediaSense is available as configurable part numbers using Cisco’s online ordering tools. Not for public distribution. Product codes for electronic delivery of licenses start with ‘L-‘.x or 10.x $175 NA 11.2 Not-for-Production Systems Not-For-Production Systems MediaSense Not-for-Production (NPS) systems are for use by customers in a nonproduction environment. 2016 Page 153 of 174 . Cisco Confidential.1.x Expansion Server Software MediaSense Expansion Server Software licenses are required for the Expansion Servers that provide additional capacity for media operations. one will be able to order the following parts: ● Server software ● Session licenses Additional information about each component is available in the sections below. All rights reserved. May 6. © 2016 Cisco and/or its affiliates.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 . and evaluation kits. Not for public distribution. start by ordering the top-level part number here and then configure it. however.1 MediaSense 10.5.2 MediaSense 10. 11.Ordering Guide MediaSense 10. the not-for-production software.5.x Expansion Node Server Software $500 MCP10-VUP-EXP-SVR Update MediaSense 8. Server part number information: Product Numbers Description List Price ($US) MCP-SVR-10X-SW MediaSense 10. The part numbers listed below provide ordering information for each media capture platform orderable part.1 MediaSense 10.x/9.x $1. Pricing subject to change.5.000 MCP10-VUP-SVR Update MediaSense 8. 11.x Primary or Secondary Node Server Software $2. For Channel Partner Use Only.x Primary or Secondary Node Server to 10.capture. one will be able to order MediaSense production software.x deployments N/A After selecting the top-level part number.x Component Information After selecting the top-level part number (MCP-NEW-LIC). for ease of ordering.x Expansion Node Server to 10. streaming and storage.x Top-level Part numbers: Product Numbers Description List Price ($US) MCP10-LIC-K9 MediaSense Top Level Part Number for new deployments N/A MCP10-VUP-LIC-K9 MediaSense Top Level Part Number for upgrades from the 8.000 11. Expansion Server part number information: Product Numbers Description List Price ($US) MCP-EXP-10X-SW MediaSense 10.x and 9.x/9. but not for database operations.1.x $250 The NPS kits do not require a server license. Pricing subject to change. Ordering notes: ● For every MediaSense base license that is ordered. Cisco Confidential.x Base License $225 Min 1 MCP-CORE-10X-AUD-LIC MediaSense 10.x License for video session $75 Sum of MCP-CORE-AUDLIC and MCP-CORE-VIDLIC should equal MCPBASE-LIC MCP10-CORE-10X-BASEPORT MediaSense base port for 8.x Not-for-Production System $1200 R-MCP-10X-NPS-K9 MediaSense 10.5. May 6.x Not-for-Production System E-Delivery $1200 Partner Systems – 10.Ordering Guide 11. MediaSense 10. An audio or video session combined with a base license provides the user with the ability to record one voice or video session.3 MediaSense 10.x NPS part number information: Product Numbers Description List Price ($US) MCP-10X-NPS-K9 MediaSense 10. 2016 Page 154 of 174 . only base ports need to be upgraded.1. All rights reserved. Not for public distribution.x MediaSense is included in the Cisco Collaboration 10 Partner Bundle Offer.x Session Licenses part number information: Product Numbers Description List Price ($US) Quantity MCP-BASE-10X-LIC MediaSense 10.x to update to 10. an audio or video session license (not both) must be ordered ● If upgrading from a previous release.x/9. The Audio or Video port does not have an upgrade part. available via the Cisco Marketplace Store. MediaSense 10.x Session Licenses This is the main component of the MediaSense platform.x License for audio session $25 Sum of MCP-CORE-AUDLIC and MCP-CORE-VIDLIC should equal MCPBASE-LIC MCP-CORE-10X-VID-LIC MediaSense 10. This is a full-featured version of the software that provides: ● Server Software License for 1 machine only ● 98 session licenses for audio and 2 for video -. For Channel Partner Use Only. © 2016 Cisco and/or its affiliates.x $112 The base licenses being upgraded.2 Not-for-Production Systems Not-For-Production Systems MediaSense Not-for-Production (NPS) systems are for use by customers in a nonproduction environment. 11.all on 1 machine only Not-for-Production Systems should be ordered when production calls will not be taken on the system.5. May 6. For Channel Partner Use Only.x Top level Part numbers: Product Numbers Description List Price ($US) 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 addon licenses N/A After selecting the top-level part number. start by ordering the top-level part number here and then configure it. MediaSense 9. however.g. Product codes for electronic delivery of licenses start with ‘L-‘. Product codes for Electronic Software Delivery start with ‘R-‘.x Recording License $225 MCP-CORE-10X-AUD-LIC License for Audio recording . For new or upgraded UCCX systems.5.1 session $25 MCP-CORE-10X-VID-LIC License for Video recording .x product number and applicable maintenance items. © 2016 Cisco and/or its affiliates. CCX-10-REC-LIC 11.x Expansion Software Server License $500 MCP-BASE-10X-LIC Base MediaSense 10. Pricing subject to change.3 MediaSense 10.x Server Software License $2000 MCP-EXP-10X-SW MediaSense 10. Cisco Confidential. MediaSense 10. for ease of ordering.6 Ordering MediaSense 9. most core MediaSense options are available using the part number.50 Quantity Max 1 per system.Ordering Guide 11. 2016 Page 155 of 174 .x Product number summary tables This section contains a summary table with all MediaSense 10.4 Additional 10. The online ordering tool will then provide all MediaSense ordering options for each component of the MediaSense system.x is available as configurable part numbers using Cisco’s online ordering tools (e.x Software N/A MCP-SVR-10X-SW MediaSense 10.x / UCCX Promotional Bundle Product Numbers Description List Price ($US) MCP-10X-AUD-10PACK 10 audio recording licenses + 1 server license $997. Not for public distribution.x Part Numbers Product Numbers Description List Price ($US) MCP10-LIC-K9 MediaSense 10.1 session $75 11. All rights reserved. MCP-.x recording licenses $250 MediaSense 10. To order the product.5.x MediaSense 9. Dynamic Ordering Tool or Multi-Line Ordering Tool). one will be able to order the following parts: ● Server software ● Session licenses Additional information about each component is available in the sections below. 6. an audio or video session license (not both) must be ordered MediaSense 9. Not for public distribution.x Component Information After selecting the top-level part number (MCP-NEW-LIC).000 11. one will be able to order MediaSense production software.2 MediaSense 9. May 6.6. but not for database operations. Cisco Confidential.x Session License part number information: Product Numbers Description List Price ($US) Quantity MCP-BASE-LIC MediaSense Base License $225 Min 1 MCP-CORE-AUD-LIC MediaSense License for audio session $25 Sum of MCP-COREAUD-LIC and MCPCORE-VID-LIC should equal MCP-BASE-LIC MCP-CORE-VID-LIC MediaSense License for video session $75 Sum of MCP-COREAUD-LIC and MCPCORE-VID-LIC should equal MCP-BASE-LIC © 2016 Cisco and/or its affiliates. 11. All rights reserved.x Session Licenses This is the main component of the MediaSense platform audio or video session combined with a base license provides the user with the ability to record one voice or video session.6.capture.x Expansion Server Software MediaSense Expansion Server Software licenses are required for the Expansion Servers that provide additional capacity for media operations.1. streaming and storage.1 MediaSense 9.1. and evaluation kits. the not-for-production software. Server part number information: Product Numbers Description List Price ($US) MCP-SVR-9X-SW-K9 MediaSense 9. Ordering notes: ● For every MediaSense base license that is ordered. For Channel Partner Use Only. 11. Server part number information: Product Numbers Description List Price ($US) MCP-MED-SW-K9 MediaSense Expansion Server Software $500 The NFR and NPS kits do not require a server license.6.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 .Ordering Guide 11.0 Server Software $2.3 MediaSense 9.1. The part numbers listed below provide ordering information for each media capture platform orderable part. 2016 Page 156 of 174 . Pricing subject to change.1 MediaSense 9. x part number summary tables This section contains a summary table with all MediaSense 9. The NFR kit is a full-featured version of the software that provides: ● Server Software License for 1 machine only ● 100 session licenses for audio or video recording-. Not for public distribution.x Server Software $2.Ordering Guide 11.000 MCP-MED-SW-K9 MediaSense Expansion Software Server License $500 MCP-BASE-LIC Base MediaSense Recording License $225 MCP-CORE-AUD-LIC License for Audio recording .x Not for Resale Kit $30 R-MCP-9X-NPS= MediaSense 9.x Not-for-Production System $30 MCP-9X-NFR= MediaSense 9. For Channel Partner Use Only. MediaSense 9. May 6. This is a full-featured version of the software that provides: ● Server Software License for 1 machine only ● 100 session licenses for audio or video recording-.x Non Production Systems Not For Production Systems MediaSense Not-for-Production (NPS) systems are for use by customers in a nonproduction environment. Pricing subject to change.x Not for Resale Kit E-Delivery $30 11.x Not-for-Production System $30 MCP-9X-NFR= MediaSense 9.x NPS and NFR part number information: Product Numbers Description List Price ($US) MCP-9X-NPS= MediaSense 9.6.all on 1 machine only Not-for-Production Systems should be ordered when production calls will not be taken on the system.x product number and applicable maintenance items. The NFR kits are not to be used for customer evaluations or by partners for development of customer solutions.2 MediaSense 9.x Not for Resale Kit $30 R-MCP-9X-NPS= MediaSense 9.x Not-for-Production System E-Delivery $30 © 2016 Cisco and/or its affiliates.6.x Part Numbers Product Numbers MCP-NEW-LIC Description List Price ($US) MCP-NEW-LIC N/A MCP-SVR-9X-SW-K9 MediaSense 9.3 MediaSense 9.all on 1 machine only These licenses are available through the DART program. as well as orderable through the Cisco ordering system. MediaSense 9. All rights reserved. Cisco Confidential.x Not-for-Production System E-Delivery $30 R-MCP-9X-NFR= MediaSense 9. 2016 Page 157 of 174 . Not-For-Resale Systems The Not-For-Resale (NFR) systems provide partners with 1 system for internal learning and demonstration purposes.1 session $75 MCP-9X-NPS= MediaSense 9.1 session $25 MCP-CORE-VID-LIC License for Video recording . Since each MediaSense server can support up to 200 concurrent sessions. Not for public distribution. All rights reserved.x releases provide Paper Right to Use feature licenses.Ordering Use Case Solution: The total number of concurrent sessions required is 500. the customer will have to order two MediaSense Servers and one Expansion Server. May 6.x Not for Resale Kit E-Delivery $30 11. and evaluation solution. 11.x.Ordering Guide Product Numbers Description List Price ($US) R-MCP-9X-NFR= MediaSense 9.8 MediaSense Licenses Fulfillment/ Distribution This section highlights how the licenses will be distributed/ fulfilled with the order. 2016 Page 158 of 174 .7 Ordering Examples for Production MediaSense Systems 11.9 Calabrio Search & Play and Quality Management Solutions through Cisco SolutionsPlus Calabrio Search & Play and Quality Management is a highly scalable voice. MediaSense 10.7.x components required: 11. For Channel Partner Use Only. 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. The secondary server is required since the customer needs HA.7.1 Example 1 –Customer requires 500 concurrent audio recordings and high availability . Pricing subject to change. Partners or customers will have to order the appropriate number of services and licenses based on the deployment requirements. which is the sum of concurrent recordings and playbacks.2 500 MCP-AUDIO-11X-LIC licenses Example 2 –Customer requiring 50 additional concurrent audio recordings . 9.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. © 2016 Cisco and/or its affiliates. Note that the MediaSense 8. screen recording.x and 10. Cisco Confidential.x 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 MediaSense 11. Use the MDS-CLB-ADD SKU if you want to add additional seats to an existing deployment. Through Cisco SolutionsPlus. To get additional help from Calabrio. Product Numbers Description List Price ($US) Calabrio Product Licenses MDS-CLB-SP Calabrio Search & Play $150 MDS-CLB-AQM Calabrio Advanced Quality Management $575 MDS-CLB-WFM Calabrio Advanced Workforce Management $695 © 2016 Cisco and/or its affiliates. When operating in a Cisco MediaSense environment. The server and software requirements vary with the number of named users. MediaSense is the recording platform that captures the audio media channels. Cisco Confidential. number of recorded calls and concurrent call volume. • Calabrio Quality Management Calabrio Quality Management allows contact centers to review and assess the performance levels of individual agents and teams. Pricing subject to change. • Calabrio Advanced Quality Management Calabrio Advanced Quality Management adds agent screen recording during calls to the Quality Management capabilities. reach out to your local Calabrio representative or use the following Calabrio mailer salessupport@calabrio. May 6. Calabrio Search & Play and Quality Management use the Cisco MediaSense API to integrate with and enhance the platform by adding a feature-rich application layer.com. Details on the requirements are available in the Calabrio Install guide available to registered users via http://portal.php?page=Call+Recording+Quality+Management+User+Guides#v8_9. Calabrio Search & Play and Quality Management offers the following packages (in increasing levels of sophistication): • Calabrio Search & Play Calabrio Search & Play supports searching.com/tiki/tikiindex. Not for public distribution.calabrio.Ordering Guide Calabrio’s SolutionsPlus offering is available with or without integration with Cisco MediaSense. Calabrio SolutionsPlus licenses are priced per named agent. All rights reserved. 2016 Page 159 of 174 . Use the MDS-CLB SKU for new orders. Support and maintenance contract for Calabrio’s SolutionsPlus products are purchased directly from Calabrio. archiving and playback of calls recorded by Cisco MediaSense. For Channel Partner Use Only. 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. All Calabrio products are orderable via the top-level SKU MDS-CLB and MDS-CLB-ADD. Ordering Guide 11. coaching and calibration. NICE Interaction Management Suite provides the several optional components. Quality Management Includes Interaction Management and additionally. provide targeted agent coaching and optimize quality processes. notifications and alerts. Quality Optimization Includes Quality Management and additionally. support for: o o o o o Automatic categorization of interactions into topics Emotion detection and sentiment analysis Root-cause analysis via speech-to-text transcription and text mining Trending and alerts Unlimited KPIs based on Categorization In addition. Analytics-Based Quality Optimization Includes Quality Optimization and additionally. Through Cisco SolutionsPlus. 2016 Page 160 of 174 . support for agent evaluation. scorecards. Pricing subject to change. Analyze interactions to extract business insights and reveal root-cause. analyzing and impacting customer interactions. interaction playback and advanced storage and archiving rules. © 2016 Cisco and/or its affiliates. May 6. support for: o o o • End-to-end workflows. Cisco Confidential. 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. Customizable dashboards. allowing managers to follow operational metrics and align quality processes to organization’s business goals.provides the capability to play back the voice portion of an interaction to a telephone extension. Not for public distribution. 22 out-of-the-box Key Performance Indicators (KPIs). Component HA – high availability to ensure continuous recording Playback to Extension . NICE’s SolutionsPlus offering is available with or without integration with Cisco MediaSense. For Channel Partner Use Only. Real-time Privacy Control – provides the ability to pause voice and screen recording to prevent recording of sensitive information. Monitor agents’ performance. All rights reserved.10 NICE Interaction Management and WFM Suite through Cisco SolutionsPlus NICE Interaction Management Suite provides a comprehensive solution for capturing. assign and monitor quality tasks from via single dashboard. enabling managers to define. The following optional components are available to all packages: Encryption – provides end-to-end media encryption in order to protect captured data. The solution enables organizations to: Capture customer interactions through Cisco’s MediaSense. All rights reserved. May 6. Use the MDS-NICE SKU for new orders. one block of 250 hrs/day is required when analytics-based quality optimization is purchased. reach out to your local NICE representative or use one of the following emails. For Channel Partner Use Only. Support.000 $75 $5.000 © 2016 Cisco and/or its affiliates. It is recommended that you contact a NICE representative for help on quoting analytics-based optional components. except for Interaction Management. Pricing subject to change.APJC $1. Not for public distribution. All of NICE SolutionsPlus licenses are priced per named agent.ciscoopportunities_APAC@nice. Cisco Confidential. one block of 500 hrs/day is required when analytics-based quality optimization is purchased. additional screen recording licenses need to be purchased.com Nice.provides the capability to initiate recording on demand The following optional component is available to Quality Management. which are priced per concurrent session. Quality Optimization and Advanced Quality Optimization.ciscoopportunities_Americas@nice. maintenance and professional services for NICE SolutionsPlus products must be purchased directly from NICE or a NICE-certified partner. NICE’s SolutionsPlus offering is only available when integrated with Cisco MediaSense. At a minimum. 2016 Page 161 of 174 . Phonetics Indexing – Analytic engine processing voice to phonemes.Ordering Guide IP Phone Application .com NICE SKUs for everywhere except APJC Note: These SKUs will be placed on New Product Hold for PM review Product Numbers Description List Price ($US) NICE Product Licenses MDS-NICE-AQO- NICE Advanced Quality Optimization . Quality Optimization.customer cross talk. If more screen recording sessions are required. and Analytics-Based Quality Optimization packages: Additional Screen Recording . screen recording and playback to
[email protected] recording is included with 15% of the licenses sold as part of Quality Management.com Nice. To get additional help from NICE. At a minimum.100 MDS-NICE-EMO Emotion Detection and Talk Over Analysis MDS-NICE-ENCR Encryption $125 MDS-NICE-HA Component High-Availability $100 MDS-NICE-IPPA IP Phone Applications MDS-NICE-LANG Additional language $60. Transcription – Analytic engine processing voice to transcribed text. depending on your location: Nice. 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. Emotion Detection and Talk Over Analysis – Analytic engine identifying emotions and agent.650 MDS-NICE-IM NICE Interaction Management $625 MDS-NICE-QM NICE Quality Management $950 MDS-NICE-QO NICE Quality Optimization $1. Use the MDS-NICE-ADD SKU if you want to add additional seats to an existing deployment. The following optional components are available only to the analytics-based quality optimization. 000 Real-time privacy control $145 MDS-NICE-SCRN Additional Screen Recording $240 MDS-NICE-STT Transcription (250 hrs/day) WFM-WMA NICE IEX Workforce Management Advanced $725 WFM-WMAP NICE IEX Workforce Management Advanced Plus $925 WFM-ACD-TI NICE WFM ACD Telephony Integration (per ACD integration) WFM-DR WFM Disaster Recovery WFM-LE WFM Lab Environment $25. 2016 Page 162 of 174 . Not for public distribution.Ordering Guide Product Numbers Description MDS-NICE-PBK Playback to Extension MDS-NICE-PNTC Phonetics Indexing (500 hrs/day) MDS-NICE-RTPC List Price ($US) $800 $50.000 $55.000 $150 $250 $1.000 $75 $5. All rights reserved.000 WFM-MCI WFM Multichannel Integration $10.APJC MDS-NICE-IM-APJC NICE Interaction Management $1.000 WFM-PM Performance Manager WFM-WLM Workload Manager $80 WFM-NIM2QM NIM to QM Upgrade $325 WFM-NIM2QO NIM to QO Upgrade $475 WFM-NIM2AQO NIM to AQO Upgrade WFM-QM2QO QM to QO Upgrade $150 WFM-QM2AQO QM to AQO Upgrade $700 WFM-QO2AQO QO to AQO Upgrade $550 $55. For Channel Partner Use Only.000 © 2016 Cisco and/or its affiliates.000 $800 $50.025 NICE SKUs for APJC ONLY Note: These SKUs will be placed on Compliance Hold for PM review Product Numbers Description List Price ($US) NICE Product Licenses MDS-NICE-AQO-APJC NICE Advanced Quality Optimization .000 $15. Pricing subject to change. May 6.100 MDS-NICE-EMO-APJC Emotion Detection and Talk Over Analysis MDS-NICE-ENCR-APJC Encryption $125 MDS-NICE-HA-APJC Component High-Availability $100 MDS-NICE-IPPA-APJC IP Phone Applications MDS-NICE-LANG-APJC Additional language MDS-NICE-PBK-APJC Playback to Extension MDS-NICE-PNTC-APJC Phonetics Indexing (500 hrs/day) MDS-NICE-RTPC-APJC Real-time privacy control $145 MDS-NICE-SCRN-APJC Additional Screen Recording $240 MDS-NICE-STT-APJC Transcription (250 hrs/day) WFM-WMA-APJC NICE IEX Workforce Management Advanced $725 WFM-WMAP-APJC NICE IEX Workforce Management Advanced Plus $925 $60.650 $625 MDS-NICE-QM-APJC NICE Quality Management $950 MDS-NICE-QO-APJC NICE Quality Optimization $1. Cisco Confidential. All rights reserved.000 WFM-MCI-APJC WFM Multichannel Integration $10.Ordering Guide Product Numbers Description List Price ($US) WFM-ACD-TI-APJC NICE WFM ACD Telephony Integration (per ACD integration) WFM-DR-APJC WFM Disaster Recovery WFM-LE-APJC WFM Lab Environment $25.000 WFM-PM-APJC Performance Manager WFM-WLM-APJC Workload Manager $80 WFM-NIM2QM-APJC NIM to QM Upgrade $325 WFM-NIM2QO-APJC NIM to QO Upgrade WFM-NIM2AQO-APJC NIM to AQO Upgrade WFM-QM2QO-APJC QM to QO Upgrade $150 WFM-QM2AQO-APJC QM to AQO Upgrade $700 WFM-QO2AQO-APJC QO to AQO Upgrade $550 $15. Pricing subject to change. Not for public distribution. For Channel Partner Use Only. 2016 Page 163 of 174 . Cisco Confidential.025 © 2016 Cisco and/or its affiliates.000 $150 $250 $475 $1. May 6. Product Numbers Description List Price ($US) CCX-REMOB-SAGT5-L First time customer.NO LICENSES CCX-REMOB-SVR Qty 1. © 2016 Cisco and/or its affiliates. auto expanded – NO LICENSES $0 CCX-REMOB-SAGT-LC Qty 1. Pricing subject to change. Now returning to add 5 more concurrent session to an existing RE Mobile deployment [CCX-REMOB-SAADD-L * number of session required] (eg. Example: First time ordering 10 concurrent session of Remote Expert Mobile with Unified CCX and then adding 5 more concurrent licenses later 1. Concurrent session licenses [CCX-REMOB-SAGT5-L * number of session required] (eg.1 Remote Expert Mobile for Unified CCX customers Unified CCX customers who require Remote Expert Mobile will use the following part numbers. ordering 5 session it will be $1500*5) SWSS for Remote Expert Mobile is covered in the SWSS ordering guide. Order corresponding SWSS licenses 5. For Channel Partner Use Only. The top part number is CCX-REMOB under bundle CCX-10-SYS-K9. Concurrent session licenses. Cisco Confidential. co-browse. All rights reserved.500 CCX-REMOB-KIT-K9 Qty 1 Remote Expert Mobile Media Kit . 2016 Page 164 of 174 . Auto selected Qty1 for CCX-REMOB-SVR and CCX-REMOB-SAGT-LC 4. content push. Cisco Remote Expert Mobile This section provides licensing and ordering information for Remote Expert Mobile. See chapter 16.500 CCX-REMOB-SAADD-L Add on for returning customers. annotation and form-fill) interconnected to a full collaboration and contact center environment. auto expanded – NO LICENSES $0 $100 For Remote Expert Mobile functionality with Unified CCX. Not for public distribution. Please note that Cisco Remote Expert requires Cisco Unified Communication Manager and/or Cisco Contact Center Enterprise/ Packaged Contact Center Enterprise and Contact Center Express to offer the full range of features. remote control. Concurrent session licenses $1. customers should have same number of Premium Agent license. May 6. From simple click-to video/voice call to a full collaborative experience (screen share. Select Qty1 for CCX-REMOB-KIT-K9 3. ordering 10 session it will be $1500*10) 2. 12.Ordering Guide 12. Remote Expert Mobile is a software solution that enables personal and actionable customer interactions within mobile & web applications. min Qty 5 $1. Note: The top part numbers are IPCE-REMOB and CCX-REMOB. 000 © 2016 Cisco and/or its affiliates. min Qty 5 $1. Auto selected Qty1 for IPCE-REMOB-SVR and IPCE-REMOB-SAGT-LC 4. Packaged Contact Center and UCM customers Unified CCE. ordering 10 session it will be $1500*10) 2. Now returning to add 5 more concurrent session to an existing RE Mobile deployment . Non-production suites provide Media and RTU with 5 concurrent session licenses. auto expanded – NO LICENSES $0 IPCE-REMOB-SAGT-LC Qty 1. Concurrent session licenses $1. Packaged contact center or UCM and then adding 5 more licenses later 1.[IPCE-REMOB-SAADD-L * number of session required] (eg. Order corresponding SWSS license 5. For Unified CCE it’s under the IPCE-BUNDLE.Ordering Guide 12. Select Qty1 for IPCE-REMOB-KIT-K9 3. Cisco Confidential. ordering 5 session it will be $1500*5) SWSS for Remote Expert Mobile is covered via the SWSS ordering guide. For Remote Expert Mobile functionality with UCM.500 IPCE-REMOB-KIT-K9 Qty 1 Remote Expert Mobile Media Kit . Concurrent session licenses [IPCE-REMOB-SAGT5-L * number of session required] (eg. Packaged Contact Center and UCM customers who require Remote Expert Mobile will use the following part numbers.2 Remote Expert Mobile for Unified CCE. Product Numbers Description List Price ($US) IPCE-REMOB-SAGT5-L First time customer. Pricing subject to change. Top part number is IPCE-REMOB. Example: First time ordering 10 concurrent session of Remote Expert Mobile with Unified CCE. customers should have UCM licenses. auto expanded – NO LICENSES $0 $100 For Remote Expert Mobile functionality with Unified CCE and Packaged contact center. 12. Concurrent session licenses.NO LICENSES IPCE-REMOB-SVR Qty 1. Not for public distribution.500 IPCE-REMOB-SAADD-L Add on for returning customers. May 6. 2016 Page 165 of 174 . Product Numbers Description List Price ($US) REMOB-NFR-CH NON-PRODUCTION SUITE FOR PARTNERS $200 REMOB-NFR-DART NON-PRODUCTION SUITE FOR PARTNERS VIA DART $200 REMOB-NFR-EC NON-PRODUCTION SUITE FOR END CUSTOMERS $2. customers should have same number of Premium Agent license. For Channel Partner Use Only. See chapter 16.3 Remote Expert Mobile Non-Production Suites Remote Expert Mobile offers both customer and partner versions of Non-Production Kits. The below part numbers are applicable with CC and UC platforms (Unified CCE/PCCE/CCX/CUCM). All rights reserved. © 2016 Cisco and/or its affiliates.cisco. 13.1 Part Numbers Contact Center Media Convergence Servers (MCS) have been End Of Sale/Life.com/en/US/prod/collateral/voicesw/ps6790/ps5748/ps378/solution_over view_c22-597556. Not for public distribution. 2016 Page 166 of 174 . Cisco Servers (UCS and MCS) 13.2.html. which is at http://www. Pricing subject to change. Windows Server 2003 Operating Systems and SQL Server 2005 13.html. Please consult the EOL Bulletin at http://www. See http://cisco.com/en/US/prod/collateral/voicesw/custcosw/ps5693/ps1844/end_of_life _notice_c51-719033.cisco.Ordering Guide 13.cisco. It is a part of the overall Cisco Collaboration Technology Group (CTG) Unified Communications on Unified Computing Systems (UC on UCS) program. Contact Center products use the CTG UCS SKUs.com/en/US/products/hw/voiceapp/ps378/prod_eol_notices_list. May 6. The replacement/alternative server information is per the EOL bulletin.1 Cisco Unified Computing Systems (UCS) Cisco Contact Center products support Cisco Unified Computing Systems (UCS).html.com/go/uc-virtualized for more information. Particular Contact Center products/applications support UCS servers at a different time. The CTG UCS configuration and ordering information can be found at http://www. The Contact Center Windows Server 2003 and SQL Server 2005 have been End Of Sale/Life. Cisco Confidential. All rights reserved. For Channel Partner Use Only.2 Cisco Media Convergence Servers (MCS). Cisco Confidential. 14. For Channel Partner Use Only.0. 14. Note that the license labeled 8. If your company is considering Cisco Unified Communications in a Public Safety Answering Point (PSAP) or equivalent emergency services environment.1. Cisco Unified Intelligence Center This section provides licensing and ordering information for Cisco Unified Intelligence Center 10.x and higher deployments. expected reporting activity and redundancy requirements. if two 4-node clusters of CUIC Premium will be deployed. 1. One Intelligence Center Premium license (CCEH-CUIC-PREM) needs to be purchased. there are two types of Intelligence Center licenses. Contact Center Express deployments: Starting release 11.com prior to purchase or deployment. Contact Center Express bundle. please contact psap@cisco. To determine the number of Intelligence Center servers required. Intelligence Center Premium can be installed as a single standalone off-box server for Unified Contact Center Express deployments.0 and higher.Ordering Guide 14. For example. Contact Center Enterprise bundle.0 and higher In Release 10.1 Production System Software Contact Center Enterprise deployments: 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. IPCE-MEDIAKIT 2. Intelligence Center Standard and Intelligence Center Premium. May 6. CCX-11-MED-K9. Not for public distribution. All rights reserved. If more than one cluster will be deployed. please use the Unified Communications System Sizing Tool – Reporting section.1 Ordering Intelligence Center version 10. 2016 Page 167 of 174 . 2 line items of quantity 4 each would be entered. One license will be issued to be deployed on the controller node of the cluster. This is available in IPCE-BUNDLE under the category IPCE-SVR-ADDON © 2016 Cisco and/or its affiliates. Premium and Standard licenses (CCEH-CUIC-PREM and CCEH-CUIC-STD)are available in the IPCE-BUNDLE under the category IPCE-SVR-ADDON.0 is valid for 8. please enter each cluster as a separate line item. Pricing subject to change.0 and higher. The media is the same for either Premium or Standard and is included with the Contact Center Enterprise software bundles. One CCEHCUIC-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. The NFR kit includes ● Intelligence Center Software ● Unified Intelligence Center Premium license for non-production application development. All rights reserved. in the LAB section. The software is intended to be used for development.1. These licenses are available through the DART program.000 14. but limited to 5 concurrent users. For Channel Partner Use Only. under CUIC-NPS category SKU. © 2016 Cisco and/or its affiliates. but limited to 5 concurrent users. Not-for-Resale and Evaluation Kits Not-for-production. Pricing subject to change. Not for public distribution. as well as orderable through the Cisco ordering system. May 6. Note that a CUIC license is included in the Contact Center Enterprise System NFR (IPCE-NPSENT-CP and IPCE-NPSENT-EC). The NFR kit is a full-featured version of the software. Not-For-Resale Systems The Not-For-Resale kits are available for Partners for Intelligence Center stand-alone deployments in the lab. Cisco Confidential. Unified Intelligence Center Not-for-Resale (NFR) kits provide partners with 1 system for internal learning and demonstration purposes.Ordering Guide Cisco Unified Intelligence Center part number information for new purchases (See Section below for upgrades): Product Numbers Description List Price ($US) CCEH-CUIC-STD Intelligence Center Standard for Production $1.2 Not-for-Production Systems. The trial license provides a 90-day license from the time of installation for the Unified Intelligence Center Premium Software. The NFR kits are not to be used for customer evaluations. This is a full-featured version of the software. Not-for-Resale and Evaluation Kits are available under the IPCEBUNDLE. 2016 Page 168 of 174 . The Lab systems provide: ● Intelligence Center Software ● Unified Intelligence Center Premium License Not-for-Production systems should be ordered when production calls will not be taken on the system. Not For Production Systems Unified Intelligence Center Not-for-Production (NPS) customer lab systems are for use in a non-production environment.000 CCEH-CUIC-PREM Intelligence Center Premium for Production $25. testing. system integration testing. Trial Licenses The Unified Intelligence Center Trial license is available for partners to trial a solution at a customer site in order to provide customers with the opportunity to evaluate the solution at their premise. Ordering Guide Trial software is not to be used by partners or customers for development of production solutions. Unified Intelligence Center is considered to be “in “production” if it is used to develop customer solutions and requires a CUIC Premium license. NFR, NPS and Evaluation part number information: Product Numbers Description List Price ($US) 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 $500 14.1.3 Upgrades from previous versions Cisco Unified Intelligence Suite 7.5 customers with a valid SWSS contract are eligible for upgrade to Intelligence Center Premium via upgrade SKU CCEH-CUIC-PREM-U=. The number of CUIC Premium servers that will be deployed must be identified when the upgrade order is placed. There is no corresponding upgrade for Archiver so existing Archivers will remain at Release 7.5. Customers who continue to use Archiver for releases beyond 7.5 will need to alter and maintain the system to include schema changes between releases. New or existing customers needing long-term storage and summarized data (daily, weekly) should consider purchasing VIM Datamart with Intelligence Center. Contact Center Enterprise customers who have not yet deployed Unified Intelligence Center and have a valid SWSS contract are eligible to upgrade to Intelligence Center Standard via upgrade SKU CCEH-CUIC-STD-U= at no additional charge. The number of CUIC Standard servers that will be deployed in the cluster must be identified when the upgrade order is placed. One license per cluster will be issued. Note that existing Unified Intelligence Center customers with SWSS do not need to order anything additional to upgrade. The same CUIC Licenses are valid (for the same licensing Mac) for upgrades. The Intelligence center software is contained in the Contact Center Enterprise media kit. Product Numbers Description List Price ($US) CCEH-CUIC-PREM-U= Upgrade SKU for Cisco Unified Intelligence Suite 7.5 to Intelligence Center Premium Included with SWSS for Intelligence Suite 7.5 CCEH-CUIC-STD-U= Upgrade SKU for Contact Center Enterprise, Hosted and ICM moving to Intelligence Center Standard Included with SWSS for Contact Center Enterprise, Hosted and ICM Lab system upgrades are included with production system upgrades of Intelligence Center. © 2016 Cisco and/or its affiliates. All rights reserved. Cisco Confidential. For Channel Partner Use Only. Not for public distribution. Pricing subject to change. May 6, 2016 Page 169 of 174 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 No DSA discount beyond regular partner discounts 3.5.1 Vocalizer Nuance support contracts can be sold through Cisco MediaSense Calabrio Search & Play Support to be sourced directly from Calabrio. Quality Management Note that these licenses are per named agent, not concurrent agent. Advanced Quality Management 11.9 These products are for CCE only. For CCX Cisco offers Cisco branded versions. See Section 4.3.8. MediaSense NICE NICE Interaction Management Suite Support to be sourced directly from NICE. 11.10 CCE Exony VIM DataMart Support to be sourced directly from Exony at 20% of product sale 5.1.1.2.6 To be used with CCE Outbound Option, not with 3rd party dialers. 5.1.1.2.8 VIM Standard VIM Performance CCE ALI Solutions OnQ Campaign Management Support to be sourced directly from ALI. CCE Bucher+Suter B+S Connects CRM Connectors for SAP, Siebel, MS Dynamics,and salesforce.com To be sold with CCE Premium Agent licenses 5.1.1.2.9 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. CCX Bucher+Suter B+S Connects CRM Connectors MS Dynamics and salesforce.com To be sold with CCX Enhanced or Premium Agent licenses 4.3.11 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. 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. 5.1.1.2.6 Note the license specifics for the different products (named, concurrent, volumebased). No DSA discount beyond regular partner discounts. Support and upgrades to be sourced from eGain directly. © 2016 Cisco and/or its affiliates. All rights reserved. Cisco Confidential. For Channel Partner Use Only. Not for public distribution. Pricing subject to change. May 6, 2016 Page 170 of 174 Ordering Guide 16. Software Support Services Cisco has replacing Essential Software Support (ESW) and Unified Communications Software Subscription (UCSS), with a single contract under the name Software Support Services (SWSS), from Sep 22, 2014 onwards. For more information about Software Support Services, refer to http://www.cisco.com/go/swss © 2016 Cisco and/or its affiliates. All rights reserved. Cisco Confidential. For Channel Partner Use Only. Not for public distribution. Pricing subject to change. May 6, 2016 Page 171 of 174 Cisco Services 17. operation. reconciling prices.com/public/scc/. reentering quotes.cisco. All rights reserved. May 6. and cleaning up contracts. Using the Cisco Lifecycle Services approach.1 Cisco Service Contract Center Cisco Service Contract Center.ht ml. 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. For Channel Partner Use Only. converged network that meets business needs.Ordering Guide 17. 2016 Page 172 of 174 .cisco. 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. 17.2. searching for information. the next generation of service management. Cisco and its channel partners provide a broad portfolio of unified communications services that address all aspects of network deployment. Cisco Confidential. Access the Cisco Service Contract Center at the following location: http://www.com/en/US/partner/products/svcs/ps2961/ps2664/serv_group_home. solving problems. Pricing subject to change.2 Cisco Unified Communications Services—Tools for Quoting and Ordering 17.1 Cisco Unified Communications Services Gain an accelerated return on investment for Cisco Unified Communications deployments with a resilient. © 2016 Cisco and/or its affiliates. helps you increase profitability and efficiency by simplifying the way you manage and sell your Cisco service contracts. and optimization. Not for public distribution. Information about how to order Cisco Unified Communications Services can be found in the Cisco Services Ordering Guide at the following location: http://www. It is recommended you do this as early as possible in the customer discussions/deal cycle. Web-based tools are available so you can quickly generate your own lease quotes.1 Removing Sales Barriers: Typically. which means that payments can be timed to coincide with business benefits that may be seen later in the project.html For Cisco Field: http://wwwin. 18. or negating capital expenditure with an operating lease. 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.com/FinAdm/csc/ © 2016 Cisco and/or its affiliates. we can give you access to the right Unified Communications technology for your business. And. All rights reserved. the question is the affordability of the new system. Cisco Capital Financing The significant benefits offered by Cisco Unified Communications make it the natural choice to replace traditional PBX systems. mitigating cash flow issues. in some markets. For Channel Partner Use Only.cisco. ● Provide a lease quote with every proposal: You can do this by contacting your local Cisco Capital team. 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. Cisco Capital can help remove or reduce the barriers preventing organizations from obtaining the technology that can most benefit their businesses. visit: For Channel Partners: http://www. Not for public distribution. 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.cisco. As with any technology investment.Ordering Guide 18. Whether through flexible repayments matching expenditure to benefit. Cisco Confidential. right when you need it. allowing the company to spread the cost of its investment over a number of years ● Offer flexible repayment terms matching expenditure to benefits. Pricing subject to change.3 For more information about Cisco Capital Financing. The answer is financing from Cisco Capital. May 6. 2016 Page 173 of 174 .com/web/ordering/ciscocapital/or6/order_finance _and_payments_concept_home. Cisco Capital can: ● Remove cash flow issues. you can pave the way early on for growing the deal size. ● Get your customer preapproved for a credit line with Cisco Capital: By showing the customer they can afford more than they thought they could. May 6. Not for public distribution. For Channel Partner Use Only. All rights reserved. Pricing subject to change. Cisco Confidential. 2016 Page 174 of 174 .Ordering Guide Printed in USA C78-331727-01 02/16 © 2016 Cisco and/or its affiliates.