Cisco Customer Voice Portal (CVP) Release 3.1 Solution Reference Network Design (SRND)
Licensing
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Licensing

Table Of Contents

Licensing

CVP Licensing

Regular Port Licenses

Regular Server Licenses

Redundant Licenses

License Enforcement

ASR/TTS Licensing

Gateway Licensing


Licensing


This chapter describes how licensing works in a CVP deployment, including how CVP components and ports are licensed. This chapter also presents some significant points about ICM and IOS licensing.

The chapter contains the following topics:

CVP Licensing

Gateway Licensing

CVP Licensing

CVP licensing does not directly correlate to CVP sizing. In particular, while the number of ports you need to license bears some resemblance to the number of ports for which you sized, there is very little relationship between the number of servers you need to license and the number of physical servers you actually order.

CVP licenses consist of port licenses and server licenses. Once you have determined these license requirements, you can add redundant port licenses and redundant server licenses. These are further subdivided into Self Service, Queue and Transfer, and Call Director variants.

This section includes the following topics:

Regular Port Licenses

Regular Server Licenses

Redundant Licenses

License Enforcement

ASR/TTS Licensing

Regular Port Licenses

First, determine the number and type of port licenses required. To do so, imagine the busiest point in the busiest hour of the contact center. Note that what is important here is not busy hour calls, but what calls are actually doing at the busiest moment in the day.

Take that moment as a snapshot, and determine three things:

1. How many calls are taking to agents

2. How many calls are either:

waiting in queue

performing simple self service without ASR/TTS and without using VoiceXML Server

3. How many calls are performing self service activities which do use ASR/TTS or VoiceXML Server

The number of calls you determined corresponds directly to the number of regular (non- redundant) port licenses you need of each type.

You need:

CVP Call Director port licenses

CVP Queue and Transfer licenses, and

CVP Self Service licenses.

Notice that for CVP Standalone deployments, you only need CVP Self Service licenses, since agents are not considered in such deployments.

Two caveats apply to CVP Call Director licenses

CVP Call Director licenses are not required for IPCC agents.

CVP Call Director licenses are not required for ACD agents where the call has been transferred to those agents using a method which takes the call away from the CVP ingress gateway (*8 TnT, hook flash, or TBCT).

Regular Server Licenses

Next, consider the number of regular (non- redundant) server licenses required. Basically, you need one server license for every 300 port licenses. For example, if you required 450 Call Director port licenses, you would need 2 Call Director server licenses. If you need 100 Queue and Transfer port licenses, you need 1 Queue and Transfer server license. You can, however, combine these licenses in order to optimize your server license usage, by effectively merging lower cost ports into higher cost servers. In this example, 150 of the 300 Call Director ports can run under the Queue and Transfer server license; you would, therefore, purchase one Call Director server license (for 300 Call Director ports) and one Queue and Transfer server license (150 Call Director + 100 Queue and Transfer ports).

As with port licenses, two caveats apply to CVP Call Director server licenses:

CVP Call Director licenses are not required for IPCC agents.

CVP Call Director licenses are not required for ACD agents where the call has been transferred to those agents using a method which takes the call away from the CVP ingress gateway (*8 TnT, hook flash, or TBCT).

In other words, if you did not need a CVP Call Director port license, then you do not need a CVP Call Director server license.

Redundant Licenses

Redundant licenses are purchased by port and by server. Basically, you order as many redundant ports of each type as you require, based on your redundancy model, but you may not order more redundant ports of each type than the number of regular ports you have ordered of that type. Thus, if your redundancy model is N+N, you would order as many Call Director, Queue and Transfer, and Self Service redundant port licenses as you ordered regular port licenses. If your redundancy model is N+1, you would order 300 redundant port licenses of each type that you ordered regular port licenses for, capped by the actual number of regular port licenses of that type. For example, if you had 700 Self Service port licenses, you would order 300 Redundant Self Service licenses. If you only had 200 Self Service port licenses, you could then only order 200 of the redundant variety.

To calculate redundant server licenses, use the same procedure as you did for regular server licenses: one redundant server license of every 300 redundant port licenses. As before, you can conserve redundant server licenses by combining port licenses as necessary into the next more expensive level.

License Enforcement

Port and Server licenses are enforced by the CVP VoiceXML Server only. This means that only CVP Self Service licenses are actually enforced.  The VoiceXML Server acquires a license the first time a call makes a request to run a VoiceXML Server application, and releases the license when the VoiceXML Server application terminates.

Therefore, a single call can actually move from being a Self Service call (while it is running a VoiceXML Server self service application) to a Queue and Transfer call (while it is in queue for an agent) to a Call Director call (while connected to an agent).  Notice however, that the rules for determining port and server license requirements are based on a contact-center-wide snapshot in time, rather than on the stage of a particular call.

ASR/TTS Licensing

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


Note This is different than for VoiceXML Server licenses.


Also, ASR and TTS licenses are independent: a call checks out an ASR license when it first needs to use ASR services, and a TTS license when it first needs to use TTS services.

If you plan to move calls from Self Service to Queue and Transfer, you will most likely want to release the ASR and TTS licenses. However, CVP makes no distinction between a call which is at the VXML gateway for self service purposes, and one which is there in order to play queue music. It does not know that the call has progressed from Self Service to Queue and Transfer. The same VXML gateway session remains active across the transition, so any ASR and TTS licenses which were obtained in the first phase are not automatically released.

You can, however, force the licenses to be released by causing the call to be removed from the VXML gateway and then redelivered there as a new VRU leg call. Removing it from the VXML gateway releases the ASR and TTS licenses, and redelivering the call makes it immediately available to play queue prompts again, but this time without ASR and TTS licenses. If you are using ICM release 7.0(0) or later, all you need to do is include an explicit SendToVRU node ahead of the Queue node. Prior to ICM release 7.0(0), you need to use a TranslationRouteToVRU node. This only works if you originally translation routed the call to CVP.

Gateway Licensing

Gateway and IOS licensing are generally beyond the scope of this document. However, note that if you are using any of the ISR gateways (28xx, 37xx, 38xx) as VXML gateways, you also need to purchase FL-VXML- 1 or FL-VXML-12 licenses.