Contents

Copyright© 2025 Cisco Systems, Inc. All rights reserved.

Document Revision History

Copyright© 2025 Cisco Systems, Inc. All rights reserved.

Cisco and the Cisco logo are trademarks or registered trademarks of Cisco and/or its affiliates in the U.S. and other countries. To view a list of Cisco trademarks, go to this URL: https://www.cisco.com/c/en/us/about/legal/trademarks.html. Third-party trademarks mentioned are the property of their respective owners. The use of the word partner does not imply a partnership relationship between Cisco and any other company. (1721R)

Any Internet Protocol (IP) addresses and phone numbers used in this document are not intended to be actual addresses and phone numbers. Any examples, command display output, network topology diagrams, and other figures included in the document are shown for illustrative purposes only. Any use of actual IP addresses or phone numbers in illustrative content is unintentional and coincidental.

Document Revision History

Release

Version

Reason for Change

Date

2.0

1.1

Content Update

May 21, 2024

3.0

1.2

Content Update

May 13, 2025

How to Submit BroadWorks License Requests

Follow these steps to submit a BroadWorks license request via the Cisco Support Case Manager (SCM) Portal:

1. Log In to SCM

- Access Cisco’s Support Case Manager (SCM) Portal and log in using your credentials.

2. Open a New Case

- On the left panel, click ‘Open New Case’.

- Select “Software Licensing” in the left panel.

- On the right panel, select “Ask Licensing”.

3. Select BroadWorks Licensing

4. Understand BroadWorks License Categories

- BroadWorks license requests are categorized as follows:

Category

Subcategory

BroadWorks Sales Order Fulfillment

Perpetual Inventory Purchase

SPAs

Subscription Orders

BroadWorks Temp Licenses

New Preorder Temp

Extend Existing Temp

BroadWorks Inventory Modification

Product Reallocation

Add/Remove Services

BroadWorks Hardware Modification

Add/Remove Servers

Hardware Swap

Convert License-Server Binding from UUID to NFM

NFM Fingerprint Update

BroadWorks System Modification

Add/Remove System

Release Changes

Convert Clusters to ADP

Add/Remove Clusters

BroadWorks Account Modification

Merge/Split Accounts

BroadWorks License Inquires

General BroadWorks License Question

Deployment-Specific BroadWorks License Question

5. Select Category and Subcategory

- First select your top category and click “Submit”.

- Then select the relevant subcategory and click on “Open a Case”.

6. Complete the Case Form

- Fill out the form to capture information for your case.

- Fields marked with a red asterisk (*) are required.

- Hover over the blue info icon (i) for field-specific guidance.

- At the bottom for the form, you’ll see options to Cancel, Clear, or Restart from Beginning

- Once all required fields are completed, the “Submit” button will become active.

7. Submit the Form

- After populating the fields, click “Submit” to generate your case.

8. Confirmation and Case Access

- While the case is generated, you will see the following message.

- Once the case is created, you’ll receive a confirmation message with a clickable case number.

- Click on the case number to access your case in SCM.  You can add additional notes or attachments, such as tech-support files.

9. Session Options

- You’ll have options to download your session, restart or exit.

Additional Notes & Tips

- Estimated Fulfillment Time:  The typical processing time for BroadWorks licenses is 5-7 business days.

- Delivery timelines are best effort estimates; not guaranteed.

- Some requests will require additional time to seek special approvals from other departments such as Finance, Legal, Product, etc.

- Avoid Delays, please ensure your request is clear, complete, and unambiguous.

- Proactive Monitoring: Monitor your license consumption to maintain operational headroom. Submit requests well in advance to avoid operational blockages and maintenance window scheduling challenges.

- License Emergencies: BroadWorks license files are exclusively managed by a specialized team at Cisco, working an 8-hour day, 5 days a week, in the EST time zone. If you face a license-related emergency that is blocking your live production system and impacting current end-users, open an SCM BW license ticket to provide the necessary details for the BroadWorks license team. To ensure a prompt response, also open a critical TAC case and reference the BW license case SR number.

- Accessing SCM:

- If you encounter issues accessing SCM, create or update your profile via Cisco Profile Manager

- For phone support, visit Cisco Worldwide Contacts  (US support number is 1 800 553 2447) .

- Finding Required Data:

- Some of the required data can be found in your current license files. Here is an example:

- Attach Supporting Files:

- Supporting files, such as tech-support or GET outputs from the impacted AS cluster(s), can be uploaded after the case is created. These files help prevent incomplete or ambiguous details.

- Case Communication:

- All correspondence must occur within the ticket.

- When emailing, include your case number at the start of the email subject line and CC attach@cisco.com to ensure the email is added to the ticket.

- The SCM “Chat Now” feature is not configured to support BroadWorks license requests.

- Post-License Confirmation:

- Once BroadWorks licenses are delivered, the case status will be updated to “close pending.” If we do not receive any feedback, we will automatically close the case after a few days.

- After a case is closed, a new ticket will be necessary for any additional license change requests.

By following these steps and tips, your BroadWorks license request will be submitted efficiently and accurately.