Upgrading to Simplified Licensing in Version 5.8

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1 Article ID: Last Review: July 29, 2011 Upgrading to Simplified Licensing in Version 5.8 Version 5.8 introduces a new Simplified Licensing model for Contact Center Enterprise and Business Edition, Call Accounting, and Intelligent Queue. For complete details on the new Simplified Licensing model, see the Contact Center Solutions and Call Accounting System Engineering Guide. NOTE: The new Simplified Licensing model no longer supports the concurrent licensing model for Multimedia Contact Center, Contact Center Screen Pop, Salesforce.com Client and CTI Toolkit Client. All licensing now must be assigned to a user. Any customer claiming concurrency will be managed on a case-by-case basis by prairiefyre Software. Please contact sales@prairiefyre.com to be granted additional licensing. It is important to remember that once additional licensing is granted, you will be required to pay Software Assurance on the new licensing upon renewal of your Software Assurance. The following section details licensing migration information. For device specific migration information pertaining to upgrading to Version 5.8 and the new Simplified Licensing model, see See "Device specific migration information" on page 1. Contact Center Starter Pack software upgrades When upgrading to Version 5.8, the level of Contact Center Starter Pack granted will be equal to the highest level of Contact Center features and functionality owned. If Standard Contact Center features are owned (Contact Center Management, Interactive Contact Center, Enterprise Presence and Chat, and Traffic Analysis), a Contact Center Standard Starter Pack will be granted. If Advanced Contact Center features are owned (Standard features including Resiliency, Interactive Visual Queue, your choice of Contact Center PhoneSet Manager, Salesforce.com Client, or CTI Toolkit Client, and Contact Center Screen Pop), a Contact Center Advanced Starter Pack will be granted. If Premium Contact Center features are owned (Standard and Advanced features including Multimedia Contact Center , fax, SMS, and Web chat), a Contact Center Premium Starter Pack will be granted. NOTE: Φορ σιτεσ ωηερε α α συβσετ οφ Στανδαρδ, Αδϖανχεδ, ανδ Πρεµιυµ φεατυρεσ αρε οωνεδ, α µιξτυρε οφ Στανδαρδ, Αδϖανχεδ, ανδ Πρεµιυµ αγεντσ ωιλλ βε γραντεδ, ανδ τηε Σταρτερ Παχκ προϖιδεδ ωιλλ αλιγν ωιτη τηε ηιγηεστ φεατυρε σετ οωνεδ. Ιν ρεγιονσ ωηερε Χαλλ Αχχουντινγ ισ συππορτεδ, Χονταχτ Χεντερ σιτεσ ωιλλ αυτοµατιχαλλψ βε γραντεδ α Χαλλ Αχχουντινγ Σταρτερ Παχκ, ινχλυδινγ 50 Χαλλ Αχχουντινγ εξτενσιονσ ανδ Τραφφιχ Αναλψσισ. Α Χονταχτ Χεντερ Νετωορκ Λιχενσε ισ ρεθυιρεδ φορ Ρεσιλιενχψ. Α Σαλεσφορχε.χοµ Χοννεχτορ ισ α πρερεθυισιτε ανδ ρεθυιρεδ ιν ορδερ το αχτιϖατε Σαλεσφορχε.χοµ Χλιεντσ. Premium Supervisors Premium Supervisors (system administrators) have access to all Contact Center, Call Accounting, and Intelligent Queue software (if licensed) for the purposes of configuration and network and system administration. Premium Supervisors are now a purchasable option for use with Contact Center Solutions applications. NOTE: Ονε χοµπλιµενταρψ Πρεµιυµ Συπερϖισορ ισ ινχλυδεδ ωιτη ψουρ ινιτιαλ πυρχηασε οφ α Χονταχτ Χεντερ, Χαλλ Αχχουντινγ, ορ Ιντελλιγεντ Θυευε Σταρτερ Παχκ. Νο αδδιτιοναλ χοµπλιµενταρψ Πρεµιυµ Συπερϖισορσ αρε προϖιδεδ ωηεν ψου υπγραδε φροµ ονε λεϖελ οφ Σταρτερ Παχκ το ανοτηερ, ωιτη α χοµπλιµενταρψ Χαλλ Αχχουντινγ Σταρτερ Παχκ, ορ ωηεν ψου πυρχηασε αδδιτιοναλ Ιντελλιγεντ Θυευε Σταρτερ Παχκσ. Αδδιτιοναλ Πρεµιυµ Συπερϖισορσ µυστ βε πυρχηασεδ σεπαρατελψ. For the purposes of migration only, one Premium Supervisor will be provided for every increment of 50 agents owned. On or before the first Software Assurance renewal after migration, should you wish to reduce or increase the amount of Premium Supervisors owned, please contact sales@prairiefyre.com to modify your licensing. It is important to note that once additional licensing is granted, you will be required to pay Software Assurance on the new licensing upon renewal of your Software Assurance Advanced Supervisors Advanced Supervisors have access to the Contact Center Management website (reporting), forecasting, My Options, Flexible Reporting, Contact Center Client for real-time monitoring, and YourSite Explorer (read access only). Advanced Supervisors are not a purchasable option and an unlimited number of Advanced Supervisors will be granted. Contact Center Basic Agents Any existing site without Interactive Contact Center or Interactive Visual Queue will have their agents converted to Contact Center Basic Agents. If granted the proper security permissions, the agents will be reported on historically, viewed in real time, and has access to real-time monitors. Users also have access to the Contact Center Management / Call Accounting website My Options page to configure user options, such as language preference. Contact Center Standard Agents Any existing site with Contact Center Management, Interactive Contact Center, Enterprise Presence and Chat, or Traffic Analysis will have their agents converted to Contact Center Standard Agents. If granted the proper security permissions, agents will now have access to Contact Center Management reporting, real time, forecasting, Enterprise Presence and Chat, and Traffic Analysis

2 features. Contact Center Advanced Agents Any existing site with Contact Center Resiliency, Interactive Visual Queue, Contact Center PhoneSet Manager, Salesforce.com Client or CTI Toolkit Client, and Contact Center Screen Pop will have their agents converted to Contact Center Advanced Agents. If granted the proper security permissions, agents will now have access to Contact Center Management reporting, real time, forecasting, Enterprise Presence and Chat, Traffic Analysis, Resiliency, Interactive Visual Queue, choice of Contact Center PhoneSet Manager, Salesforce.com Client or CTI Toolkit Client, and Contact Center Screen Pop. Contact Center Premium Agents Any existing site with Multimedia Contact Center will have their agents converted to Contact Center Premium Agents. If granted the proper security permissions, agents will now have access to Contact Center Management reporting, real time, forecasting, Enterprise Presence and Chat, Traffic Analysis, Resiliency, Interactive Visual Queue, choice of Contact Center PhoneSet Manager, Salesforce.com Client or CTI Toolkit Client, Contact Center Screen Pop, and Multimedia Contact Center , fax, SMS, and Web chat. Workforce Scheduling Agents Any existing sites with Workforce Scheduling Agents will automatically be granted an equal number of Workforce Scheduling Agents under the Simplified Licensing model. Schedule Adherence and Employee Portal are now included with Workforce Scheduling by default, so any customers not previously licensed for Schedule Adherence and Employee Portal will now be granted access to these applications. NOTE: A Premium Supervisor is required to create schedules using the Workforce Scheduling application, configure Schedule Adherence parameters, and approve and deny requests from Employee Portal. Contact Center Network License The Contact Center Network license provides access to unlimited sites and 3300 ICP, 5000, and Axxess connection points for use with the product(s) owned. A Contact Center Network license is valid for use with all Contact Center, Call Accounting, and Intelligent Queue Routing media server types. Any existing site with more than one Contact Center, Call Accounting, or Intelligent Queue Enterprise Node or Enterprise Node Gateways will be granted a Contact Center Network License. If only one Call Accounting Node is owned as part of a shared site with Contact Center only, a Contact Center Network License will be granted. Business Edition Base Software All existing Business Edition sites with base software will now have Enterprise Presence and Chat included. Any Business Edition sites with Contact Center PhoneSet Manager, Salesforce.com Clients, or CTI Toolkit Clients will automatically be granted an equal number of Business Edition Integrated Client licenses. Any Business Edition with Contact Center Screen Pop licenses will automatically be granted an equal number of Business Edition Screen Pop licenses. Business Edition Integrated Client Contact Center PhoneSet Manager, CTI Toolkit Client, Salesforce.com Client and Contact Center Screen Pop will no longer be purchasable add-ons to Business Edition. Instead, Business Edition will now offer a Business Edition Integrated Client add-on (Business Edition agent desktop license is a prerequisite), which by default gives the employee access to Contact Center PhoneSet Manager or CTI Toolkit Client software. If the customer purchases the Salesforce.com Connector, the Business Edition Integrated Client optionally allows for a Salesforce.com Client to be added. The Microsoft CRM Connector continues to be an optional add-on to the Business Edition. Business Edition Screen Pop Business Edition Screen Pop is an optional add-on to the Business Edition Integrated Client. Call Accounting Starter Pack software upgrades Any existing site with Call Accounting will be granted a Call Accounting Starter Pack, 50 Call Accounting Extensions, Traffic Analysis, and one Premium Supervisor. Any existing site with Call Accounting extensions, and, optionally, Subscriber Services extensions, Resiliency, or Traffic Analysis will be granted an equal number of Call Accounting Extensions under the new Simplified Licensing model. Subscriber Services, Resiliency, and Traffic Analysis are now included with Call Accounting by default, so any customers not previously licensed for Subscriber Services, Resiliency, and Traffic Analysis will now be granted access to these applications. NOTE: A Call Accounting Network License is required for Call Accounting Resiliency. Call Accounting Extensions Additional Call Accounting Extensions are available in packs of 50, 250, 500, and Each Call Accounting Extension can be reported on and viewed in real time to track the costs of calls made and received. Call Accounting Extensions can optionally be configured as Subscriber Services Extensions to enable reporting for marked up costs and service fees. Call Accounting Network License The Call Accounting Network license provides access to unlimited sites and 3300 ICP connection points for use with the product(s) owned. The Call Accounting Network License is available to standalone Call Accounting sites only. Any existing site with more than one Call Accounting Enterprise Node or Enterprise Node Gateway will be granted a Call Accounting Network License.If only one Call Accounting node is owned as part of a shared site with Contact Center only, a Contact Center Network License will be granted. Intelligent Queue Base software upgrades When upgrading to Version 5.8, any existing site with Intelligent Queue Base software will have the base software converted to an Intelligent Queue Routing Starter Pack. If multiple instances of the Intelligent Queue Base software is owned, an equal amount of Intelligent Queue Routing Starter Packs will be granted. The level of Intelligent Queue Routing Starter Pack granted will be equal to

3 the highest level of Intelligent Queue features and functionality owned. If Standard Intelligent Queue Routing features are owned (Base with RADs, Messaging and Reporting, and Updated Position in Queue), an Intelligent Queue Standard Routing Starter Pack will be granted. If Advanced Intelligent Queue Routing features are owned (Standard features including ANI/DNIS Routing and Voice Callbacks), an Intelligent Queue Advanced Routing Starter Pack will be granted. If Premium Intelligent Queue Routing features are owned (Standard and Advanced features including Collect Caller Entered Digits, Remote Database Verification, Web Callbacks, and Agent Recording), an Intelligent Queue Premium Routing Starter Pack will be granted. Intelligent Queue Routing Ports Any existing site with Intelligent Queue Ports will be granted an equal amount of Intelligent Queue Routing Ports. The features and functionality of these ports will align with the level of Intelligent Queue Routing Starter Pack owned. Contact Center Network Licence Any existing site with more than one Enterprise Node and one or more Enterprise Node Gateways for Intelligent Queue will be granted a Contact Center Network License. A La Carte parts All existing sites with the following a la carte parts will be granted the same licensing in the new model: Χονταχτ Χεντερ Σοφτπηονε 1, 10, 50 Παχκ (Βυσινεσσ ανδ Εντερπρισε Εδιτιον) Ωορκφορχε Σχηεδυλινγ 1, 10, 50 Παχκ (Εντερπρισε Εδιτιον ονλψ) ΧΤΙ εϖελοπερ Τοολκιτ Σερϖερ (Βυσινεσσ ανδ Εντερπρισε Εδιτιον) Σαλεσφορχε.χοµ Χοννεχτορ (Βυσινεσσ ανδ Εντερπρισε Εδιτιον) Μιχροσοφτ ΧΡΜ Χοννεχτορ (Βυσινεσσ ανδ Εντερπρισε Εδιτιον) ςεριντ Χαλλ Ρεχορδινγ Χοννεχτορ (Βυσινεσσ ανδ Εντερπρισε Εδιτιον) ΟΑΙΣΨΣ Χαλλ Ρεχορδινγ Χοννεχτορ (Βυσινεσσ ανδ Εντερπρισε Εδιτιον) Τηιρδ παρτψ Ωορκφορχε Μαναγεµεντ Χοννεχτορ (Εντερπρισε Εδιτιον ονλψ) Ηιγη Αϖαιλαβιλιτψ (Εντερπρισε Εδιτιον ονλψ) Βυσινεσσ Εδιτιον Ιντεγρατεδ Χλιεντ 1, 5, 10 Παχκ (Βυσινεσσ Εδιτιον ονλψ) Βυσινεσσ Εδιτιον Σχρεεν Ποπ (Βυσινεσσ Εδιτιον ονλψ) Χονταχτ Χεντερ Βυσινεσσ το Εντερπρισε Εδιτιον υπγραδε 1 υνιτ (Βυσινεσσ Εδιτιον ονλψ) ΧΣΜ το Χονταχτ Χεντερ Βυσινεσσ ορ Εντερπρισε Εδιτιον υπγραδε (Βυσινεσσ ανδ Εντερπρισε Εδιτιον) Χονταχτ Χεντερ Χοµπετιτιϖε ισπλαχεµεντ 1 υνιτ (Βυσινεσσ ανδ Εντερπρισε Εδιτιον) Στανδαρδ, Αδϖανχεδ, Πρεµιυµ, Πρεµιυµ Πλυσ, ΤοταλΣολυτιονσ Προγραµ (ΤΣΠ) ανδ Υπγραδεσ Ονλψ Σοφτωαρε Ασσυρανχε 1 υνιτ (Βυσινεσσ ανδ Εντερπρισε Εδιτιον) Χονταχτ Χεντερ ανδ Χαλλ Αχχουντινγ εµο κιτσ Χονταχτ Χεντερ ανδ Χαλλ Αχχουντινγ Τρψ Βεφορε Ψου Βυψ Device specific migration information This section provides a detailed overview of how devices configured in YourSite Explorer are migrated to Simplified Licensing when you upgrade to Version 5.8. These rules also apply when you restore a pre-version 5.8 backup on a Version 5.8 Enterprise Server. When upgrading to Version 5.8 Ιφ 3300 ΙΧΠ µεδια σερϖερσ αρε προγραµµεδ ωιτη τηε πρεϖιουσ µαξιµυµ οφ 500 ΜιΤΑΙ µονιτορσ, εαχη 3300 ΙΧΠ µεδια σερϖερ ιν ψουρ εντερπρισε ισ υπγραδεδ το 800 µαξιµυµ ΜιΤΑΙ µονιτορσ. Ιφ αγεντσ, εξτενσιονσ, ανδ θυευεσ ωερε εναβλεδ ωιτη Αδϖανχεδ ρεαλ τιµε ανδ ρεπορτινγ, τηεψ αρε υπγραδεδ το βε εναβλεδ φορ τηε σαµε φεατυρεσ ανδ φυνχτιοναλιτψ. NOTE: The Advanced real time and reporting option available in pre-version 5.8 releases is no longer exposed in Version 5.8. All agents, extensions, and queues are now configured for the features and functionality available with Advanced real time and reporting by default in Version 5.8. Ιφ εµπλοψεεσ χονφιγυρεδ ιν ΨουρΣιτε Εξπλορερ o were not enabled with Advanced real time and reporting, their default employee license will be set to None. o were enabled with Advanced real time and reporting, there was a Multimedia Contact Center media server configured, and at least one of the associated agents was a multimedia agent, their default employee license will be set to Premium. o were enabled with Advanced real time and reporting and at least one of the associated agents or extensions were configured with a failover media server, their default employee license will be set to Advanced. If this same scenario was encountered in a Contact Center Business Edition configuration, their default employee license will be set to either Reporting or Desktop to align with what

4 they had prior to upgrading, with Multimedia Contact Center enabled.. o were assigned a security role that enabled them to use soft phone or were assigned either of the two system security roles (Local Administrator or Enterprise Administrator), they will be assigned a soft phone license. If this same scenario was encountered in a Contact Center Business Edition configuration, they would be assigned a Desktop, Integrated Client, and Softphone license. o and none of the previous four scenarios applied, they will be assigned a Standard employee license. However, if no Standard licenses remain, an attempt will be made to upgrade them to an Advanced or Premium employee license in an effort to avoid over-licensing employees. If no Advanced or Premium licenses remain, employees will be assigned a Standard employee license. In this scenario, you must either manually reassign employee licenses so you are no over licensed or contact sales@prairiefyre.com to be granted or purchase additional licensing. o were assigned either of the two system security roles (Local Administrator or Enterprise Administrator) or their security role enabled them to manage Workforce Scheduling, they will be assigned a Premium Supervisor license. NOTE: If you did not previously use security roles and had employees using client applications and configured with a username and password in YourSite Explorer, these employees would have been automatically configured with the default security role of Local Administrator. After upgrading to Version 5.8, all employees with the Local Administrator security role will be assigned a Premium Supervisor license. This may result in an over licensing scenario and you will not be able to edit employees associated to these over licensed supervisors in YourSite Explorer until you correct the licensing or purchase additional Premium Supervisor licenses. Once you have successfully upgraded to Version 5.8, it is important that you review your employee licensing to ensure that you have not consumed more licenses than you have been granted and that employees have the appropriate security roles associated to them. If you have any questions or concerns please contact your Mitel approved vendor.

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7 Keywords: 5.8 upgrade simplified licensing migration Last Modified By: kmiddlemiss, Friday, July 29, Wednesday, August 10, 2011