Cisco Customer Care Solutions Ordering Guide 4k613c

Cisco Customer Care Solutions Ordering Guide Cisco Unified Center Express Cisco Unified Center Enterprise Cisco Packaged Center Enterprise Cisco Unified Customer Voice Portal Cisco Unified ICM Enterprise Cisco Unified IP IVR Cisco Remote Expert Mobile and Co-browse Cisco Unified Computing Systems Software Services Cisco Services Cisco Capital Financing

: General inquiries about Customer Care pricing may be sent to [email protected]

© 2018 Cisco and/or its s. All right reserved. Cisco Confidential. For Channel Partner Use Only. Not for public distribution. Pricing subject to change. January 23, 2018

Ordering Guide

Table of Contents 1.

2. 3.

4.

Introduction ............................................................................................................................ 5 1.1 Purpose, Audience and Scope ...................................................................................... 5 1.2 Ordering and Quoting Tools .......................................................................................... 5 1.3 Change History ............................................................................................................. 6 Tips for Using This Ordering Guide ....................................................................................... 10 Cisco Unified Customer Voice Portal (Unified CVP) .............................................................. 11 3.1 Active and End of Sale - End of Life CVP Versions ...................................................... 11 3.2 Overview of CVP Licensing ......................................................................................... 11 3.2.1 CVP Server-SW Licenses .............................................................................. 11 3.2.2 VVB Software Entitlement .............................................................................. 12 3.2.3 Call Studio Licenses ...................................................................................... 12 3.2.4 Report Server Licenses.................................................................................. 12 3.2.5 Call Director Server Licenses ......................................................................... 12 3.2.6 CVP Port Licenses......................................................................................... 12 3.3 CVP Ordering and Pricing Information ......................................................................... 13 3.3.1 Unified CVP Ordering Overview ..................................................................... 13 3.3.2 Unified CVP for Production Deployments ....................................................... 13 3.3.3 Not-for-Production Systems, Not-for-Resale and Evaluation Kits .................... 19 3.3.4 Unified CVP Upgrade Licenses for IPIVR customers ...................................... 21 3.3.5 Customer Collaboration Upgrade Offer .......................................................... 21 3.3.6 Product number summary tables .................................................................... 22 3.3.7 Upgrades using SWSS .................................................................................. 24 3.4 Ordering Examples for Production CVP Systems ........................................................ 25 3.4.1 Example 1 – Ordering Unified CVP as part of a Unified CCE solution deployment ..................................................................................... 25 3.4.2 Example 2 – CVP Stand-alone Ordering Use Case ........................................ 26 3.5 CVP Licenses Fulfillment/ Distribution ......................................................................... 26 3.5.1 CVP Unified Call Studio License Fulfillment.................................................... 27 3.5.2 Unified CVP Server License Fulfillment .......................................................... 27 3.5.3 CVP Unified Reporting Server License Fulfillment .......................................... 27 3.5.4 Unified CVP Call Director Server License Fulfillment ...................................... 27 3.5.5 Summary of CVP License Fulfillment ............................................................. 27 3.5.6 Voice Browser Licensing ................................................................................ 28 Cisco Unified Center Express (Unified CCX) ............................................................ 30 4.1 Cisco’s Configuration and Pricing Tools....................................................................... 30 4.2 Overview of End of Life and End of Sale Status for Cisco Unified CCX Versions .......... 30 4.3 Overview of Cisco Unified CCX Licensing ................................................................... 30 4.3.1 Server vs. Seat licenses................................................................................. 30 4.3.2 Port licenses .................................................................................................. 31 4.3.3 Node Locked vs. Non-Node Locked Server Software Licenses....................... 31 4.3.4 Concurrent vs. Named (seat) Licenses .................................................. 31 4.3.5 Context Service Entitlement ........................................................................... 31 4.3.6 Concurrent Outbound IVR Licenses ............................................................... 32 4.3.7 Unified CCX Workforce Management licenses ............................................... 32 4.3.8 Unified CCX Compliance Recording (CR), Advanced Quality Manager (AQM) ........................................................................................... 32 4.3.9 Unified CCX Inbound Voice High Availability (HA) Server Software Licensing ....................................................................................... 32 4.3.10 License downgrades, distributes, splits and merges ....................................... 33 4.4 ed Upgrade Paths ........................................................................................... 33 4.4.1 Upgrading Unified CCX Licenses Using ESW/UCSS or SWSS....................... 35 4.4.2 Upgrading Unified CCX Licenses Using Purchased Product IDs ..................... 35 4.5 Migration from Cisco Unified CCX to Cisco Packaged Center Enterprise (PCCE) or vice versa.................................................................................................. 35 4.6 Migrating from Cisco Unified CCX to Cisco Unified Center Enterprise (CCE) or vice versa .................................................................................................... 36 4.7 Cisco Unified CCX 11.6............................................................................................... 36 4.7.1 Ordering New CCX 11.6 Systems .................................................................. 36 4.7.2 Ordering ADDONs to Existing CCX 11.6 Systems .......................................... 36

© 2018 Cisco and/or its s. All rights reserved. Cisco Confidential. For Channel Partner Use Only. Not for public distributio n. Pricing subject to change. January 23, 2018

Page 2 of 109

, 2017

Page 2 of 109

Ordering Guide

4.7.3 Upgrading to CCX 11.6 Systems .................................................................... 36 Cisco Unified CCX 11.5............................................................................................... 36 4.8.1 Ordering New CCX 11.5 Systems .................................................................. 36 4.8.2 Ordering ADDONs to Existing CCX 11.5 Systems .......................................... 36 4.8.3 Upgrading to CCX 11.5 Systems .................................................................... 37 4.9 Cisco Unified CCX 11.0............................................................................................... 37 4.9.1 General information ....................................................................................... 37 4.9.2 Ordering New Systems .................................................................................. 38 4.9.3 Ordering ADDONs to Existing Systems .......................................................... 40 4.9.4 Ordering release upgrades with an ESW or UCSS or SWSS contract ........................................................................................................ 41 4.9.5 A-la-carte Upgrades ....................................................................................... 43 4.9.6 WFO and WFM Upgrades .............................................................................. 46 4.9.7 Unified CCX Promotional Bundle ................................................................... 48 4.9.8 Not for Resale and Non-production licenses ................................................... 49 4.10 Cisco Unified CCX 10.6............................................................................................... 50 4.10.1 Ordering New CCX 10.6 Systems .................................................................. 50 4.10.2 Ordering ADDONs to Existing CCX 10.6 Systems .......................................... 50 4.10.3 Upgrading to CCX 10.6 Systems .................................................................... 50 4.11 Cisco Unified CCX 10.5............................................................................................... 50 4.11.1 Ordering New CCX 10.5 Systems .................................................................. 50 4.11.2 Ordering ADDONs to Existing CCX 10.5 Systems .......................................... 50 4.11.3 Upgrading to CCX 10.5 Systems .................................................................... 50 4.12 Cisco Unified CCX 10.0............................................................................................... 51 4.12.1 General information ....................................................................................... 51 4.12.2 Ordering New Systems .................................................................................. 52 4.12.3 Ordering ADDONs to Existing Systems .......................................................... 53 4.12.4 Ordering release upgrades with an ESW or UCSS or SWSS contract ........................................................................................................ 54 4.12.5 A-la-carte Upgrades ....................................................................................... 56 4.12.6 WFO and WFM Upgrades .............................................................................. 60 4.12.7 Not for Resale and Non-production licenses ................................................... 61 4.13 Cisco Unified CCX 9.0 ................................................................................................ 61 Cisco Unified Center Enterprise (Unified CCE) ......................................................... 62 5.1 Overview of End of Life and End of Sale Status for Cisco Unified CCE Versions .......... 62 5.2 Overview of Unified CCE Licensing ............................................................................. 62 5.2.1 Unified CCE Server License........................................................................... 62 5.2.2 Unified CCE Agent Licenses .......................................................................... 64 5.2.3 Context Service Entitlement ........................................................................... 65 5.2.4 Outbound Option ........................................................................................... 65 5.2.5 Third Party IVR Licenses ............................................................................... 66 5.2.6 Special Unified CCE Deployment Cases ........................................................ 66 5.3 Ordering New Unified CCE System and Add-On Licenses ........................................... 67 5.3.1 Ordering CCE Agent licenses for voice applications ....................................... 68 5.4 Upgrades .................................................................................................................... 69 5.4.1 Upgrades of CCE Agent licenses ................................................................... 69 5.4.2 Customer Collaboration Upgrade Offer .......................................................... 69 5.4.3 Migrations from Cisco Unified ICM to Center Enterprise .................... 70 5.4.4 Migrations from Cisco Unified Center Express to Center Enterprise ......................................................................................... 71 5.5 Migration from Previous Licensing Methods................................................................. 72 5.6 Non-Production Systems............................................................................................. 72 5.7 Product Number Summary Table for Unified CCE Product Numbers ........................... 73 Cisco Packaged Center Enterprise (Packaged CCE) ............................................... 75 6.1 About Packaged CCE ................................................................................................. 75 6.2 Overview of Packaged CCE Ordering and Licensing ................................................... 75 6.2.1 Required Packaged CCE Licenses ................................................................ 76 6.2.2 Optional Packaged CCE Licenses.................................................................. 78 6.3 Optional Features Licenses ......................................................................................... 79 6.4 Add-On Licenses ........................................................................................................ 80 6.4.1 Additional Agents ........................................................................................... 80 6.4.2 Additional Queue or Self Service Ports........................................................... 80 6.5 Non-Production Systems............................................................................................. 80 4.8

5.

6.

© 2018 Cisco and/or its s. All rights reserved. Cisco Confidential. For Channel Partner Use Only. Not for public distributio n. Pricing subject to change. January 23, 2018

Page 3 of 109

, 2017

Page 3 of 109

Ordering Guide

6.6

7.

8.

9.

10. 11. 12. 13.

14.

Upgrade ...................................................................................................................... 81 6.6.1 Ordering Packaged CCE upgrade .................................................................. 81 6.7 Migration Options ........................................................................................................ 82 6.7.1 From Unified CCX to Packaged CCE ............................................................. 82 6.7.2 From Unified CCE to Packaged CCE ............................................................. 82 6.7.3 From Packaged CCE to Unified CCE ............................................................. 83 Cisco Unified ICM Enterprise (Unified ICME) ........................................................................ 84 7.1 Overview of Unified ICME Licensing ............................................................................ 84 7.1.1 Primary Unified ICME Licenses ...................................................................... 84 7.1.2 Additional Unified ICME Licenses and Components ....................................... 88 7.1.3 Special Unified ICME Deployment Cases ....................................................... 89 7.2 Ordering New Unified ICME Systems and Add-On Licenses ........................................ 90 7.3 Upgrades and Migrations ............................................................................................ 91 7.4 Migration from Previous Licensing Methods................................................................. 92 7.5 Non-Production Systems............................................................................................. 92 7.6 Product Number Summary Table for Unified ICME Product Numbers .......................... 93 Cisco Unified IP IVR ............................................................................................................. 95 8.1 Overview of Unified IP IVR Licenses ........................................................................... 95 8.1.1 Types of Unified IP IVR Licensing .................................................................. 95 8.2 Upgrading To a Later Cisco Unified IP IVR Release .................................................... 95 8.2.1 Upgrading Cisco Unified IP IVR to a Later Release Using Purchased Product IDs ................................................................................ 95 8.2.2 Upgrading Cisco Unified IP IVR to a Later Release Using ESW/UCCS or SWSS .................................................................................. 95 8.1 Ordering Unified IP IVR 11.6 production Licenses ....................................................... 96 8.2 Ordering Unified IP IVR 11.5 production Licenses ....................................................... 96 8.3 Ordering Unified IP IVR 11.0 production Licenses ....................................................... 96 8.3.1 Ordering Unified IP IVR Not for Resale (NFR) Licenses ................................. 96 8.3.2 Ordering Customer Non-Production Systems ................................................. 96 8.3.3 Upgrading to Unified IP IVR 11.0 Licenses from a Previous IP IVR Release ................................................................................................. 96 8.3.4 Product ID Summary Table for Unified IP IVR Product IDs ............................. 97 8.4 Ordering Unified IP IVR 10.0 production Licenses ....................................................... 98 8.4.1 Ordering Unified IP IVR Not for Resale (NFR) Licenses ................................. 98 8.4.2 Ordering Customer Non-Production Systems ................................................. 99 8.4.3 Upgrading to Unified IP IVR 10.0 Licenses from a Previous IP IVR Release ................................................................................................. 99 8.4.4 Product ID Summary Table for Unified IP IVR Product IDs ............................. 99 Cisco Remote Expert Mobile and Co-browse ...................................................................... 101 9.1 Remote Expert Mobile for Unified CCX customers ..................................................... 101 9.2 Remote Expert Mobile for Unified CCE, Packaged Center and UCM customers ................................................................................................................ 101 9.3 Remote Expert Mobile Bundles ................................................................................. 102 9.4 Remote Expert Co-browse for Unified CCX customers .............................................. 102 9.5 Remote Expert Co-browse for Unified CCE, Packaged Center and UCM customers ................................................................................................................ 103 9.6 Remote Expert Mobile and Co-browseNon-Production Suites.................................... 103 Cisco Unified Computing Systems (UCS) ........................................................................... 104 Customer Care SolutionsPlus Products .............................................................................. 105 Software Services ................................................................................................. 106 Cisco Services ................................................................................................................... 107 13.1 Cisco Unified Communications Services.................................................................... 107 13.2 Cisco Unified Communications Services—Tools for Quoting and Ordering ................ 107 13.2.1 Cisco Service Contract Center ..................................................................... 107 Cisco Capital Financing ...................................................................................................... 108 14.1 Removing Sales Barriers: .......................................................................................... 108 14.2 Tips for Taking Advantage of Financing to Accelerate and Close More Business: ...... 108 14.3 For more information about Cisco Capital Financing .................................................. 108

© 2018 Cisco and/or its s. All rights reserved. Cisco Confidential. For Channel Partner Use Only. Not for public distributio n. Pricing subject to change. January 23, 2018

Page 4 of 109

, 2017

Page 4 of 109

Ordering Guide

1. Introduction 1.1

Purpose, Audience and Scope

This document describes the pricing, packaging structure and ordering for Cisco® Customer Collaboration solutions currently shipping releases. Note:

Cisco retains the right to make changes to this ordering guide under the

and conditions of your Cisco software contract. Audience—Cisco field and Cisco Unified Communications specialized channel partners Scope—This ordering guide describes the pricing and ordering for the following products: ●

Unified Center Express

●

Unified Center Enterprise

●

Packaged Center Enterprise

●

Unified Customer Voice Portal

●

Remote Expert Mobile and Co-browse

●

Unified ICM Enterprise

●

Unified IP IVR

For information on Hosted Collaboration Solution for Cent (HCS-CC), or the end of life’d products Unified Center Hosted (Unified CCH), Unified ICM Hosted (Unified ICMH) please send inquiry to [email protected] or your Cisco team. For more detailed information about Cisco Center products, select the Customer Collaboration product on cisco.com that you are interested in here http://www.cisco.com/en/US/partner/products/sw/voicesw/index.html, and click ‘Ordering’. For example, this is the Center Enterprise ordering page: http://www.cisco.com/en/US/partner/products/sw/custcosw/ps1844/index.html.

1.2

Ordering and Quoting Tools

The Cisco Unified Communications Sizing Tool (CUCST) assists s with hardware sizing of large or complex Unified Communications solutions by calculating the call processing requirements for Unified Communications products that have a major impact on performance and scalability. For additional information about CUCST, go to: http://tools.cisco.com/cucst Cisco Commerce Workspace (CCW) is part of the suite of Internet commerce tools used by Cisco for managing online ordering of Cisco products. It can be used as the single workspace for all business transactions to deals and quote, configure, price, and order Cisco products, software, and services. All of the Customer

© 2018 Cisco and/or its s. All rights reserved. Cisco Confidential. For Channel Partner Use Only. Not for public distributio n. Pricing subject to change. January 23, 2018

Page 5 of 109

, 2017

Page 5 of 109

Ordering Guide

Collaboration products are ed by Cisco Commerce Workspace. Cisco Commerce Workspace at Cisco.com (with required) is located at https://cisco-apps.cisco.com/cisco/psn/commerce All software is delivered in electronic format as of April 2017.Cisco Service Contract Center is an integrated solution that makes it easy for Cisco service sales teams and partners to manage and grow their service business, profitably. It will: ●

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

●

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

●

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

●

Enable you to create and proactively manage your contracts.

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

1.3

Change History

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

Major changes compared to previous release

January 23, 2018

   

October 19, 2017



October 12, 2017

 

September 19, 2017

 

Updates for Finesse and CUIC to align with EOL of CCE 10, 10.5 and 11.0 versions. Added EoL/EoS qualification to 10.5 and 11.0 releases for CVP, CCE. CCX: Noted that Context Service entitlement applies to release 11.5 and later. Clarified that CVP Ports are not required for agent leg of the call Restore CCE-PAC-MIGRN=; remove additional Mediasense SKUs Removed references to MediaSense as EOL Clarify PCCE to UCCE migration note Added reference to VVB XU Image for 11.6 Updated statement for Public Safety Answering Point PSAP

© 2018 Cisco and/or its s. All rights reserved. Cisco Confidential. For Channel Partner Use Only. Not for public distributio n. Pricing subject to change. January 23, 2018

Page 6 of 109

, 2017

Page 6 of 109

Ordering Guide

Publication date August 16, 2017

June 14, 2017

April 20, 2017

December 15, 2016 November 30, 2016

Major changes compared to previous release     

 

Refreshed CVP VVB content for 11.6 Updates in PCCE to reference 11.6 Updates in Mediasense for EOL Added a section for IPIVR 11.6 Added note in section 5.1.1=> Finesse server: As of Aug 6, 2016, Finesse server is available for all CCE customers without additional license fee. Added details on CCX 11.6 release in CCX section Removed references to CCX STD and WFO QM

  

Remove Remote Silent Monitor (RSM) feature Add CCE-PAC-MIGRN= for UCCE to PCCE migration Update NIC list for ICME

    

Clarify NPS upgrades for UCCE, ICM, Removed references to physical delivery of software Updated CUIC Replaced CVP 10.0; clarified number of ports allowed Removed EIM/WIM and blended agent options



Updated Remote Expert Mobile and Co-browse section

   

Updated CCE NPS license details Added three new MediaSense SKUs for the 11.x release Added CVP-11-RPT-PRE as optional SKU for PCCE Updated PCCE 11.0 CVP concurrent sessions from 900 to 1350; added licenses note for CVP-11-PRD-UP= Removed UCS B200M3 and UCS C240M3S TRC #1 from the PCCE bundle Revised CVP SKUs to remove L- prefix where applicable Updated Promo offer expiration Updated IPCE-PREMGAGTUPG guidelines Removed B+S PIDs and references from CCX section

     September 16, 2016

August 6, 2016

  

Added link to Context Service of Service Added CCX 11.0 Upgrade Table Updated CCX promo bundle table to clarify what is included

 

Rev 2: Add PCCE VVB migration information Add 11.5 release: o Revisions to UCCE, PCCE, UCCX licensing models and price changes o Add ECE, remove license for CUIC and server licenses for Finesse, SocialMiner o Added notes that EIM/WIM is not available for 11.5 o Updated CVP for Voice browser bundled licensing and migration option. o Added Context Service entitlement rules to both UCCE and UCCX chapters, with references from CVP and PCCE chapters. Remove chapters specific to CUIC, Finesse, SocialMiner Moved SolutionsPlus to separate Ordering Guide

 

© 2018 Cisco and/or its s. All rights reserved. Cisco Confidential. For Channel Partner Use Only. Not for public distributio n. Pricing subject to change. January 23, 2018

Page 7 of 109

, 2017

Page 7 of 109

Ordering Guide

Publication date May 6, 2016

Major changes compared to previous release     

February 16, 2016

    

Revised SKUs for CVP Port in L-CVP-UPG Updated Nuance availability to CCX s Updated the Calabrio and NICE S+ sections to clarify that MediaSense is not a requirement. Removed the Calabrio Basic QM SKU. Updated the MediaSense ordering example with 11.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.x & higher as orderable Remove EOL CVP 9.0

September 28, 2015



Removed CVP redundant requirement from PCCE add-on section.

September 22, 2015

 

Updated the new CCX 11 promotional bundles Adjust PCCE scale

   

Updated for SocialMiner 11.0 Updated for PCCE 11.0 Clarified CAD/CTI-OS EOL impact on CCE standard, enhanced, and agent licenses Added Finesse 11.0



Clerical update / formatting

  

Extended Customer Collaboration Upgrade Offer Updated eGain Solutions Plus pricing Added clarification on CCX Outbound IVR ports in Sec 10.5

  

Added MediaSense 11.0 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, 2015

July 28, 2015 July, 24, 2015

June 18, 2015

May 30, 2015

     January 30, 2015

  

Clarified application of MediaSense promotion for all Finesse/UCCX orders Added some clarifications on adding CVP Redundant Port licenses. Added migration options from CCX to PCCE

© 2018 Cisco and/or its s. All rights reserved. Cisco Confidential. For Channel Partner Use Only. Not for public distributio n. Pricing subject to change. January 23, 2018

Page 8 of 109

, 2017

Page 8 of 109

Ordering Guide

Publication date December 2, 2014

September 22, 2014 July 23, 2014

June 20, 2014

April 25, 2014

February 14, 2014

Major changes compared to previous release    

Added CCX 10.6 release Revised MediaSense, Calabrio and NICE SKUs Clarified IPCE-NPSENT information Removed UCSS references, inserted SWSS references



Changes to CVP Port and Reporting Server licensing

  

Updated MediaSense 10.x SKUs Added NICE and Calabrio WFM SKUs Added SKUs for UCCX/MediaSense promotional bundle

     

Added Packaged CCE 10.5 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 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

© 2018 Cisco and/or its s. All rights reserved. Cisco Confidential. For Channel Partner Use Only. Not for public distributio n. Pricing subject to change. January 23, 2018

Page 9 of 109

, 2017

Page 9 of 109

Ordering Guide

2. Tips for Using This Ordering Guide There are several tips that can help you use this ordering guide effectively and simplify the quoting and ordering of Cisco Customer Center products. Each product line has its own chapter in the ordering guide (click on the link to jump there): ●

Unified Customer Voice Portal

●

Unified Center Express

●

Unified Center Enterprise

●

Packaged Center Enterprise

●

Remote Expert Mobile

●

Unified ICM Enterprise

●

Unified IP IVR

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

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

●

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

●

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

●

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

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

.

© 2018 Cisco and/or its s. All rights reserved. Cisco Confidential. For Channel Partner Use Only. Not for public distributio n. Pricing subject to change. January 23, 2018

Page 10 of 109

, 2017

Page 10 of 109

Ordering Guide

3. Cisco Unified Customer Voice Portal (Unified CVP) This section provides licensing and ordering information for Cisco Unified Customer Voice Portal. For information on ordering the Customer Collaboration Suite (UCCE and CVP) as part of the Collaboration Enterprise Agreement, please send inquiries to [email protected] or your Cisco team.

3.1

Active and End of Sale - End of Life CVP Versions

The active CVP solution software components are provided in this table: CVP Solution Software Components

Current Active Releases

CVP Server

10.5 (EoL) 11.0 (EoL), 11.5, 11.6

Call Studio

10.5 (EoL)

Reporting Server

10.5 (EoL)

11.0 (EoL), 11.5, 11.6

11.0 (EoL), 11.5, 11.6 Virtualized Voice Browser (VVB)

11.5, 11.6

The End-of-Sale/End-of-Life notices for earlier CVP Releases: http://www.cisco.com/c/en/us/products/customer-collaboration/unified-customer-voiceportal/eos-eol-notice-listing.html

3.2

Overview of CVP Licensing

The CVP solution licensing primarily consists of server software licenses and port licenses. 



Server Software Licenses. A server software license provides entitlement to and install a particular CVP solution software component on a server. o Some server software licenses may be optional based on desired functionality. o Entitlement to use certain software components is provided as part of the solution ordering process and these software are not licensed separately.  For example, the Operations and Management Portal (OAMP) is the istrative interface for the solution and is available for all orderable Unified CVP solution configurations. Port Licenses. A port license provides entitlement to process a voice or video call session on a given CVP solution component. Different CVP components have separate requirement for port licenses.

The following sections describe the Unified CVP solution software licenses and entitlements. 3.2.1

CVP Server-SW Licenses

One CVP Server-SW license provides access to and host one instance of the CVP server software. This software provides the core components involved in processing voice and video calls. You may require more than one software license if 

Total number of voice and video session that need to be handled on your

© 2018 Cisco and/or its s. All rights reserved. Cisco Confidential. For Channel Partner Use Only. Not for public distributio n. Pricing subject to change. January 23, 2018

Page 11 of 109

, 2017

Page 11 of 109

Ordering Guide

deployment is more than maximum capacity of a single CVP server. The deployment requires redundant CVP servers for high availability



A distributed center deployment requires CVP server software to be hosted on multiple locations. 3.2.2

VVB Software Entitlement

This entitlement allows you to and host one or multiple instance of the VVB. VVB renders VXML based self-service applications that provide customers Interactive Voice Response (IVR) experience in a center call flow. You need to host multiple instances of VVB if 

The total number of concurrent sessions that will undergo IVR treatment is more than the capacity of a single VVB instance

3.2.3

Call Studio Licenses

One Call Studio license is required for each machine that is used for developing selfservice applications on the Call Studio. At least one license is required for every deployment, however you may order multiple licenses based on the number of developers who require independent access to Call Studio software. Please note that the Call Studio should not be run in a virtual environment where multiple s use a single instance of the application. 3.2.4

Report Server Licenses

One Report Server license provides access to and host one instance of the CVP reporting server. The CVP Report Server provides a repository for CVP data. You may require to order more than one software license if you intend to host multiple instances of the reporting server in a distributed center deployment. 3.2.5

Call Director Server Licenses

A Call Director server license provides call control for non-Unified Center solutions. Call Director licensing is by server, with the number of sessions limited by the capacity available on the server. Please note that Call Director Server licenses are required only for non-Unified Center ACDs and other devices front-ended by an egress gateway. They are not required for terminating calls to Cisco Unified Center Enterprise. The following sections describe the CVP solution port licenses. 3.2.6

CVP Port Licenses

When a voice or video call is handled by the CVP solution, it can be under IVR treatment, in queue, or with an agent as part of the UCCE or PCCE solution. One CVP Port License is required for each session that the CVP solution hosts on the IVR leg or in queue. You would need to procure a total number of CVP port licenses equal to the total number of concurrent voice and video call sessions that your CVP deployment will host at any given point in time either for self-service or in agent queue. The CVP port licenses are deployed on the CVP Server software instance. The maximum number of CVP Port licenses that should be deployed on a given CVP Server instance depends on the session handling capacity of the CVP Server and this value may vary with each CVP software release version.

3.2.6.1

CVP Port Licenses for Redundancy

22nd

From September, 2014 onwards one additional CVP Port License for redundancy is bundled with each CVP Port License purchase. For CVP deployment high availability, standby CVP Servers are used to handle voice and video calls in case primary servers crash. One CVP Port License is required for each session that a CVP Standby Server hosts on the IVR leg or in queue. Please note that CVP Servers hosted as standby instances should not be used to handle regular production load when the primary servers are up and functional.

© 2018 Cisco and/or its s. All rights reserved. Cisco Confidential. For Channel Partner Use Only. Not for public distributio n. Pricing subject to change. January 23, 2018

Page 12 of 109

, 2017

Page 12 of 109

Ordering Guide

3.2.6.2

Voice Browser Session Entitlement

Just as CVP servers, Voice Browser servers also manage call sessions by way of occupied sessions. A Voice Browser session is created when a caller is undergoing IVR treatment or queueing using VXML application scripts rendered by the voice browser. Starting Aug 6, 2016, a voice browser session entitlement is included with every CVP Port license purchase.

3.3 3.3.1

CVP Ordering and Pricing Information Unified CVP Ordering Overview

The Unified CVP Solution ordering provides numerous configuration options that cater to deployment requirements for production, lab, demo, evaluation, and training. The following is a quick summary. Deployment Requirement

Suggested Configuration

Production Deployments

The Unified CVP Solution is available for enterprise center production deployments as a standalone product or as part of the UCCE or PCCE solution.

Lab Setup

The Unified CVP Not-for-Production (NPS) kit provides entitlement to setup a full featured Unified CVP deployment for non-production use.

Demo and Training

The Unified CVP Not-for-Resale (NFR) kit is available to eligible partners for setting up feature demonstration setups and conduct trainings.

Evaluations

The Unified CVP Evaluation pack is a cost effective way to access a temporary evaluation environment to try out the latest CVP solution features.

3.3.2

Unified CVP for Production Deployments

If you are ordering CVP as part of a larger UCCE or PCCE solution order, then the ordering process will automatically allow you to select the required CVP components for a UCCE or PCCE order. You may review the content in this section to understand more about what each of those orderable PIDs provide and make decisions on quantity and optional components. When ordering Unified CVP solution, the core options are available under the part number CVP-11.X for CVP 11.6, 11.5, & 11.0 versions and CVP-10.X for CVP 10.5 version. CVP Top Level Part numbers: Product Numbers

Description

List Price ($US)

CVP-11.X

CVP 11.x Top Level Part Number

N/A

CVP-10.X

CVP 10.x Top Level Part Number

N/A

The following tables summarize key points to keep in mind while ordering the CVP 11.X solution.

CVP-11.X Parts and Options

Description

Suggested Quantity

CVP-11-SERVER-SW

CVP Server Software Licenses

As per deployment size and feature requirements

© 2018 Cisco and/or its s. All rights reserved. Cisco Confidential. For Channel Partner Use Only. Not for public distributio n. Pricing subject to change. January 23, 2018

Page 13 of 109

, 2017

Page 13 of 109

Ordering Guide

VVB Software

CVP-11X-PTS

VVB Server Software Entitlement

CVP Port Licenses



Available free of cost for one or more VVB deployments.



This option adds the VVB entitlement to your order. VVB software is available in two orderable options. One that allows use of secure voice channel with SRTP and one that does not.



Equal to number of voice and video calls handled at full capacity on IVR or queue.



From 22nd September, 2014 onwards one additional CVP Port License for redundancy is bundled with each CVP Port License purchase. Henceforth, new CVP Port License orders do not need to add redundant ports separately

© 2018 Cisco and/or its s. All rights reserved. Cisco Confidential. For Channel Partner Use Only. Not for public distributio n. Pricing subject to change. January 23, 2018

Page 14 of 109

, 2017

Page 14 of 109

Ordering Guide

You may want to add the following components for additional functionality. CVP-11.X add-on Parts

Description

Required Quantity

CVP-STU-11=

Call Studio Software Licenses

As per maximum number of developer machines

CVP-11-RPT-PRE=

Report Server Software Licenses



As per deployment size and feature requirements



Available free of cost

During the ordering process, you would see a few of additional line items. Please note, that these are for internal feature control and hence not of significance to the ordering process. The following table however, gives a brief summary of what these mean for clarity.

Product Numbers

Description

CVP-FL-VXML

This part provides the customer an IOS voice browser session entitlement for every CVP Port license purchased

CVP-11X-PTS-TOTAL

This part provides the customer one additional CVP Port License for redundancy for each CVP Port License purchased

The following sections describe the Unified CVP Solution software and port product parts in more details.

3.3.2.1

CVP Server

CVP Server licenses are required for every server on which CVP execution software resides. This includes servers that host the CVP Server functionality and Call Director software. The CVP server provides SIP based call control and VXML processing capabilities for all Unified CVP solution deployment models. Server part number information: Product Numbers

Description

List Price ($US)

CVP-11-SERVER-SW

CVP 11.x Server Software

$200

CVP-10-SERVER-SW

CVP 10.x Server Software

$200

3.3.2.2

VVB Software

VVB provides VXML processing capabilities for executing IVR applications. These applications provide self-service, agent queuing, and DTMF collection capabilities for the center. Starting with Release 11.6, the VVB Software option would allow customers to choose either CVP-VVB-11-SW or CVP-VVB-11-SW-XU software part. The former allows secure media processing using SRTP with VVB, while the latter does not this feature. To ship VVB to a country that restricts use of SRTP media, the CVP-VVB-11-SW-XU part should be ordered. The default selection is CVP-VVB-11-SW. The VVB software entitlement allows customers to host VVB on UCSE hardware or release 11.6 onwards on the Cisco Integrated Service Routers 4000 series with the Kernel-based Virtual Machine (KVM) environment available natively on these devices. Product Numbers

Description

List Price ($US)

CVP-VVB-11-SW

VVB 11.x Server Software[Security Enabled]

N/A

© 2018 Cisco and/or its s. All rights reserved. Cisco Confidential. For Channel Partner Use Only. Not for public distributio n. Pricing subject to change. January 23, 2018

Page 15 of 109

, 2017

Page 15 of 109

Ordering Guide

CVP-VVB-11-SW-XU

3.3.2.3

VVB 11.x Server Software[Security Disabled]

N/A

Unified Call Studio

A license is required for each developer workstation where a developer is developing self-service applications to run on VXML Server. There is typically at least 1 call studio license per CVP deployment, and these are for developer machines and not server machines. Therefore, be diligent in determining the number of developer machines developing CVP applications and order an equal number of seat licenses. Even though developers use Call Studio, any partner or customer must purchase a full license in order to develop applications for use on production systems. For this software only, the term “production use” means “use for development” and “use for production” for any type of application. Call Studio is developer () software intended to run separately from CVP Server, therefore Server licenses are not required for machines running Call Studio. Call Studio works only on Windows client software. Please note that it should not be run in a virtual environment where multiple s use a single instance of the application. Unified Call Studio part number information: Product Numbers

Description

List Price ($US)

CVP-STU-11=

Call Studio 11.x

$5,500

CVP-STU-10=

Call Studio 10.x

$5,500

3.3.2.4

CVP Report Server

This license provides the reporting repository for CVP data. Included with the license is a relational database for querying of data to build reports. The Cisco Unified Intelligence Center client provides the capability to report from data stored in the report server. The -reporting server s quad processor server. The standard reporting server option is no longer available. The List price for CVP reporting server has been changed to $0 from 22nd September 2014. Please refer to the CVP Installation and Upgrade Guide for more information. CVP Report Server part number information: Product Numbers

Description

List Price ($US)

CVP-11-RPT-PRE=

CVP 11.x Report System –

$0

CVP-10-RPT-PRE=

CVP10.x Report System –

$0

3.3.2.5

CVP Ports

This is the main component of CVP licensing. Each CVP port license provides a with the following abilities: ●

Self-service and Queuing: Provide self-service or queuing for one call, followed by one transfer (any type of transfer ed by CVP). If a customer will have X number of calls in queue and Y number of calls receiving self-service treatment, one must order a

© 2018 Cisco and/or its s. All rights reserved. Cisco Confidential. For Channel Partner Use Only. Not for public distributio n. Pricing subject to change. January 23, 2018

Page 16 of 109

, 2017

Page 16 of 109

Ordering Guide

minimum of X+Y ports to ensure sufficient ports are ordered. Video calls are treated and sized the same as traditional audio calls for the purpose of port licensing. The maximum number of ports ed by the CVP per server are as follows: o

For Release 10.5 & 10.0 

900 CVP Ports per server for Unified CCE and Packaged CCE deployments

o

o

For Release 11.0 

900 CVP Ports per server for Unified CCE deployments



1350 CVP Ports per server for Packaged CCE deployments

For Release 11.5 & above 

3000 CVP Ports per server for Unified CCE and Packaged CCE deployments

●

CVP Ports for Redundancy. From 22nd September, 2014 onwards one additional CVP Port License for redundancy is bundled with each CVP Port License purchase. Redundant ports are available to allow redundancy on separate servers. While redundant ports are operational at all times, the primary purpose of redundant ports is to help ensure no loss of service. The redundant ports should not be considered available for known high port utilization periods; therefore, at a given point in time, total number of ports used must not be more than the purchased CVP port licenses. Existing customers who ordered their CVP Port licenses before Aug 22, 2014, and having no Redundant Port licenses or a lower number of Redundant Port licenses than CVP Ports can order additional Redundant Ports to match the number of CVP Ports. For adding redundant port use the SKU CVP-xx-RED-ADD, where xx indicates the release number. At any point, the number of redundant ports cannot be more than the number of production ports.

Ordering notes: ●

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

●

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

CVP Ports part number information: Product Numbers

Description

List Price ($US)

CVP-11X-PTS

CVP 11.x Port License

$1100

CVP-11X-REDPT

CVP 11.x Redundant ports

$180

CVP-10X-PTS

CVP 10.x Port License

$1100

CVP-10X-REDPT

CVP 10.x Redundant ports

$180

3.3.2.6

Voice Browser Sessions

For every active voice or video session on CVP, an active voice browser sessions is required on the VVB or IOS VB. Starting Aug 6, 2016, a voice browser session entitlement is included with every CVP Port license purchase. The voice browser can either be the VVB or an IOS VXML Browser. Therefore, when buying a CVP Port license after Aug 6, 2016, it is allowed to

© 2018 Cisco and/or its s. All rights reserved. Cisco Confidential. For Channel Partner Use Only. Not for public distributio n. Pricing subject to change. January 23, 2018

Page 17 of 109

, 2017

Page 17 of 109

Ordering Guide

deploy either the VVB or the IOS VXML Browser on an IOS gateway, without buying VXML Feature licenses on the gateway separately. The CVP Port license provides entitlement to 1 concurrent voice browser session (VVB or IOS VB) irrespective of the number of voice browser instances deployed in the solution. Customers who ordered CVP Port licenses before Aug 6, 2016, need to buy migration licenses in order to deploy the VVB. Customers can continue to use their existing IOS VXML licenses on IOS GW as they would continue to be ed with the CVP and other CC solutions till their active life as per the Cisco EoS policy. (Please note that IOS based VXML licenses are tied to the respective ISR hardware and the EoS / EoSWM date for ISR G2 hardware has been announced). As the entitlement to use Voice Browser is now bundled with the purchase of CVP ports, there are no separately orderable parts for this component.

3.3.2.6.1

VVB Migration Licenses

Customers who have purchased CVP Port licenses prior to Aug 6, 2016, which did not have the bundled Virtual Voice Browser entitlement, can migrate their CVP Port licenses to include the bundled voice browser licenses. To do this they need to purchase a migration license for each CVP port that needs to be migrated. Each migration license provides entitlement to 1 concurrent voice browser session (VVB or IOS VB) irrespective of the number of voice browser instances deployed in the solution. The migration license details are as mentioned in the table below: Product Numbers

Description

List Price ($US)

CCE-PAC-VVB-MIGRN

Migration to CVP Ports with Voice Browser for Packaged CCE

$100

CVP-PTS-VVB-MIGRN=

Migration to CVP Ports with Voice Browser for Unified CCE

$200

3.3.2.7

Context Service

See section 5.2.3 in Chapter Unified Center Enterprise for Context Service entitlement rules.

3.3.2.8

Unified CVP Call Director Licenses

CVP Call Director provides the ability to control calls to non-Unified CCE ACDs and IVRs when CVP is used to retain the control of SIP signaling. The CVP Call Director Server license provides call control for the maximum sessions allowed per a server (For additional ports, combine the packages below to reach the desired amount of simultaneous ports). CVP Call Director Server part number information: Product Numbers

Description

List Price ($US)

CVP-11-CC-150=

CVP 11.x Call Director (includes Software Lic for 150 Ports)

$40,000

CVP-11-CC-300=

CVP 11.x Call Director (includes Software Lic for 300 Ports)

$75,000

CVP-11-CC-600=

CVP 11.x Call Director (includes Software Lic for 600 Ports)

$140,000

CVP-11-CC-850=

CVP 11.x Call Director (includes Software Lic for 850 Ports)

$200,000

CVP-10-CC-150=

CVP 10.x Call Director (includes Software Lic for 150 Ports)

$40,000

CVP-10-CC-300=

CVP 10.x Call Director (includes Software Lic for 300 Ports)

$75,000

CVP-10-CC-600=

CVP 10.x Call Director (includes Software Lic for 600 Ports)

$140,000

CVP-10-CC-850=

CVP 10.x Call Director (includes Software Lic for 850 Ports)

$200,000

© 2018 Cisco and/or its s. All rights reserved. Cisco Confidential. For Channel Partner Use Only. Not for public distributio n. Pricing subject to change. January 23, 2018

Page 18 of 109

, 2017

Page 18 of 109

Ordering Guide

Unified CVP Call Director Licenses are required when Unified CVP is used for IP switching to endpoints who are not on Cisco Unified CCE systems, such as agents on 3rd party ACD systems. This includes deployments where CVP is connected to ICM with connected 3rd party ACDs. Call Director is licensed per server and per the desired number of call director ports/calls on each server. For each call receiving voice treatment in CVP (self-service, queuing), regular CVP port licenses are required. For each call connected to a 3rd party ACD agents a Call Director license is required. If you have a mix of Unified CCE agents and 3rd party ACD agents, all calls connected to 3rd party ACD agents, require a Call Director server and port license in addition to the CVP Port licenses. If you only use pure Call Director application with CVP (neither self-service nor queuing is used) then you do not need to figure out the required port licenses for queuing/selfservice during IVR phase and only concern with the needed call director ports in order to obtain the corresponding Call Director Server software licenses. There is a unique situation in the pure call director application with CVP when you choose to use release port transfer with a sole call director application (i.e., no selfservice and queuing usage in the deployment; just pure IP Call Directing/Switching). You still need the Call Director server software licenses on each server. However, since the port is released, you do not include these ports in sizing CVP call director servers but instead relying on the s to size the CVP servers. This implies you need to select at least the smallest Call Director Server software license for this call director deployment (i.e., the server with 150 port option). 3.3.3

3.3.3.1

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

Not For Production Systems

Unified CVP Not-for-Production (NPS) lab systems are for use by CVP customers or partners in a non-production environment. Not-for-Production Systems should be ordered when production calls will not be taken on the system. Typical examples for use are lab systems for use in development, testing, system integration testing, load testing, and so forth. Lab systems provide: ●

Server Software License for 4 CVP servers

●

VVB Software entitlement to and host one or more VVB instances

●

One Report Server License (additional Report Servers can be ordered for $0 separately)

●

For Release 10.5 o

900 CVP Port licenses per server for Unified CCE and Packaged CCE deployments

●

For Release 11.0 o

900 CVP Port licenses per server for Unified CCE deployments

o

1350 CVP Port licenses per server for Packaged CCE deployments

© 2018 Cisco and/or its s. All rights reserved. Cisco Confidential. For Channel Partner Use Only. Not for public distributio n. Pricing subject to change. January 23, 2018

Page 19 of 109

, 2017

Page 19 of 109

Ordering Guide

●

For Release 11.5 & above o

3000 CVP Port licenses per server for Unified CCE and Packaged CCE deployments

Note. Call Studio Software License is not included and must be purchased separately.

3.3.3.2

Not-For-Resale Systems

The Not-For-Resale kits are available for Partners. CVP Not-for-Resale (NFR) kits are provided to partners for internal learning, demonstration and non-production purposes, These NFR kits all CVP functionality, including: ●

Server Software for four CVP servers

●

VVB Software entitlement to and host one or more VVB instances

●

One Reporting Server (additional Reporting Servers can be ordered for $0 separately)

●

One Call Studio license to be used for non-production application development for one machine

●

30 CVP port license

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

3.3.3.3

Evaluation Kit

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

Server Software for 1 machine

●

VVB Software entitlement to and host one or more VVB instances

●

1 Studio license for 1 machine

●

30 CVP port licenses

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

3.3.3.4

NFR, NPS and Evaluation part number information:

Product Numbers

Description

List Price ($US)

CVP-11-NPS=

CVP 11.x Not-for-production System

$3,995

CVP-11-EVAL=

CVP 11.x Evaluation License (90 days from ship date)

$25

CVP-11-NFR=

CVP 11.x Not-For-Resale

$100

CVP-10-NPS=

CVP 10.x Not-for-production System

$3,995

CVP-10-EVAL=

CVP 10.x Evaluation License (90 days from ship date)

$25

CVP-10-NFR=

CVP 10.x Not-For-Resale

$100

© 2018 Cisco and/or its s. All rights reserved. Cisco Confidential. For Channel Partner Use Only. Not for public distributio n. Pricing subject to change. January 23, 2018

Page 20 of 109

, 2017

Page 20 of 109

Ordering Guide

3.3.4

Unified CVP Upgrade Licenses for IPIVR customers

Customers who have a valid Services Contract and are running IP IVR are entitled to software a CVP platform. Those customers can purchase upgrade license to move from IP IVR to CVP. For example, with CVP 11.x, the SKU for port license upgrade from IP IVR to CVP 11.x appears as the CVP-11X-FEAT-UPG. From this top-level part number, customers can order ports (CVP-11X-FEAT-U-PT). This license is a regular CVP Port license at a reduced price and provides the exact same entitlement as the regular CVP Port license, including CVP Ports, Redundant Ports, voice browser license (when ordered after Aug 6, 2016) and reporting server. Product Numbers

Description

List Price ($US)

CVP-11X-FEAT-UPG

IP IVR migration to CVP 11.x

$0

CVP-11X-FEAT-U-PT

CVP 11.x Feature Upgrade Port License

$620

CVP-10X-FEAT-UPG

IP IVR migration to CVP 10.x

$0

CVP-10X-FEAT-U-PT

CVP 10.x Feature Upgrade Port License

$620

3.3.5

Customer Collaboration Upgrade Offer

This section describes the Customer Collaboration Upgrade Offer which is scheduled to expire July 30, 2018 This offer is for CVP customers who want to an available release, but do not have a valid service contract. The offer consists of two parts: attractively priced upgrade licenses, plus a mandatory purchase of a 3-year1Service Contract. The Customer Collaboration Upgrade Offer is also available for Center Enterprise (see section 5.4.2). The upgrade licenses are priced at approximately one-third of the price of a new license. The components for which upgrade licenses are available are: 

CVP Ports (including Redundant Ports, Voice browser and Reporting Server)



Servers



Call Control Servers and Sessions



Studio

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

CVP 11.0/10.x upgrade media is NOT shipped as part of the upgrade SKUs. It needs to be ordered separately.



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

Upgrade order provides entitlement to use voice browser (VVB or IOS VB) software

1

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

© 2018 Cisco and/or its s. All rights reserved. Cisco Confidential. For Channel Partner Use Only. Not for public distributio n. Pricing subject to change. January 23, 2018

Page 21 of 109

, 2017

Page 21 of 109

Ordering Guide

3.3.6

Product number summary tables

This section contains summary tables with all Unified CVP 10.X and 11.X part numbers. CVP 11.X Part Numbers Product Numbers

Description

List Price ($US)

Unified CVP Top Level Part Number CVP-11.X

CVP 11.X

N/A

Unified CVP Ports and redundant Ports CVP-11-SERVER-SW

CVP 11.x Server Software

$200

CVP-11X-PTS

CVP 11.x Port License

$1,100

CVP-11X-REDPT

CVP 11.x Redundant ports

$180

CVP-11X-RED-ADD

CVP 11.x Additional Redundant Ports

N/A

VVB Software CVP-VVB-11-SW

VVB 11.x Server Software[Security Enabled]

N/A

CVP-VVB-11-SW-XU

VVB 11.x Server Software[Security Disabled]

N/A

Unified Call Studio CVP-STU-11=

Call Studio 11.x

$5,500

Unified CVP Call Director Server CVP-11-CC-150=

CVP 11.x Call Director (includes Software Lic for 150 Ports)

$40,000

CVP-11-CC-300=

CVP 11.x Call Director (includes Software Lic for 300 Ports)

$75,000

CVP-11-CC-600=

CVP 11.x Call Director (includes Software Lic for 600 Ports)

$140,000

CVP-11-CC-850=

CVP 11.x Call Director (includes Software Lic for 850 Ports)

$200,000

Unified CVP Report Server Licenses CVP-11-RPT-PRE=

CVP 11.x Report System –

$0

Unified CVP Not-for-Resale and Evaluation Kits CVP-11-NPS=

CVP 11.x Not-for-production System

$3,995

CVP-11-EVAL=

CVP 11.x Evaluation License (90 days from ship date)

$25

CVP-11-NFR=

CVP 11.x Not-For-Resale

$100

Customer Collaboration Upgrade Offer CC-UPG-BUNDLE

Customer Collaboration Upgrade Offer

$0

CVP-UPG

CVP Upgrade

$0

CVP-11PTSUPG

CVP 11.x Port License upgrade

$435

CVP-11REDPTSUPG

CVP 11.x Redundant Ports upgrade

$60

CVP-11x-SRVUPG

CVP 11.x server upgrade

$60

CVP-11x-STUUPG

CVP 11.x Studio upgrade

$1,650

CVP-11x-CCUPG

CVP Call Control Upgrade 11.x

$75

CVP-11x-CCSRVUP

CVP 11.x Call Control Server Upgrade

$10

© 2018 Cisco and/or its s. All rights reserved. Cisco Confidential. For Channel Partner Use Only. Not for public distributio n. Pricing subject to change. January 23, 2018

Page 22 of 109

, 2017

Page 22 of 109

Ordering Guide

Product Numbers

List Price ($US)

Description Migrations from IP IVR

CVP-11X-FEAT-UPG

IP IVR migration to CVP 11.x

$0

CVP-11X-FEAT-U-PT

CVP 11.x Feature Upgrade Port License

$620

Migration to CVP Ports bundled with Voice Browser CCE-PAC-VVB-MIGRN

Migration to CVP Ports with Voice Browser for Packaged CCE

$100

CVP-PTS-VVB-MIGRN=

Migration to CVP Ports with Voice Browser for Unified CCE

$200

Call Director Licenses CVP-11-CC-150=

CVP 11.x Call Director (includes Software Lic for 150 Ports)

$40,000

CVP-11-CC-300=

CVP 11.x Call Director (includes Software Lic for 300 Ports)

$75,000

CVP-11-CC-600=

CVP 11.x Call Director (includes Software Lic for 600 Ports)

$140,000

CVP-11-CC-850=

CVP 11.x Call Director (includes Software Lic for 850 Ports)

$200,000

CVP 10.X Part Numbers Product Numbers

Description

List Price ($US)

Unified CVP Top Level Part Number CVP-10.X

CVP 10.x

N/A

Unified CVP Ports and redundant Ports CVP-10-SERVER-SW

CVP 10.x Server Software

$200

CVP-10X-PTS

CVP 10.x Port License

$1,100

CVP-10X-REDPT

CVP 10.x Redundant ports

$180

CVP-10X-RED-ADD

CVP 10.x Additional Redundant Ports

N/A

Unified Call Studio CVP-STU-10=

Call Studio 10.x

$5,500

Unified CVP Call Director Server CVP-10-CC-150=

CVP 10.x Call Director (includes Software Lic for 150 Ports)

$40,000

CVP-10-CC-300=

CVP 10.x Call Director (includes Software Lic for 300 Ports)

$75,000

CVP-10-CC-600=

CVP 10.x Call Director (includes Software Lic for 600 Ports)

$140,000

CVP-10-CC-850=

CVP 10.x Call Director (includes Software Lic for 850 Ports)

$200,000

Unified CVP Report Server Licenses CVP-10-RPT-PRE=

CVP 10.x Report System –

$0

Unified CVP Not-for-Resale and Evaluation Kits CVP-10-NPS=

CVP 10.x Not-for-production System

$3,995

CVP-10-EVAL=

CVP 10.x Evaluation License (90 days from ship date)

$25

CVP-10-NFR=

CVP 10.x Not-For-Resale

$100

Customer Collaboration Upgrade Offer

© 2018 Cisco and/or its s. All rights reserved. Cisco Confidential. For Channel Partner Use Only. Not for public distributio n. Pricing subject to change. January 23, 2018

Page 23 of 109

, 2017

Page 23 of 109

Ordering Guide

Product Numbers

List Price ($US)

Description

CC-UPG-BUNDLE

Customer Collaboration Upgrade Offer

$0

CVP-UPG

CVP Upgrade

$0

L-CVP-1PTSUPG

CVP 10.x Port License upgrade

$435

L-CVP-1REDPTSUPG

CVP 10.x Redundant Ports upgrade

$60

CVP-10x-SRVUPG

CVP 10.x server upgrade

$60

CVP-10x-STUUPG

CVP 10.x Studio upgrade

$1,650

CVP-10x-CCUPG

CVP Call Control Upgrade

$75

CVP-10x-CCSRVUP

CVP 10.x Call Control Server Upgrade

$10

Migrations from IP IVR CVP-10X-FEAT-UPG

IP IVR migration to CVP10.x

$0

CVP-10X-FEAT-U-PT

CVP 10.x Feature Upgrade Port License

$620

Migration to CVP Ports bundled with Voice Browser CCE-PAC-VVB-MIGRN

Migration of CVP Ports with Voice Browser for Packaged CCE

$100

CVP-PTS-VVB-MIGRN=

Migration to CVP Ports with Voice Browser for Unified CCE

$200

Call Director Licenses CVP-10-CC-150=

CVP 10.x Call Director (includes Software Lic for 150 Ports)

$40,000

CVP-10-CC-300=

CVP 10.x Call Director (includes Software Lic for 300 Ports)

$75,000

CVP-10-CC-600=

CVP 10.x Call Director (includes Software Lic for 600 Ports)

$140,000

CVP-10-CC-850=

CVP 10.x Call Director (includes Software Lic for 850 Ports)

$200,000

Notes ● Details on Service contracts are available at www.cisco.com/go/swss ● If your company is considering Cisco Unified Communications in a Public Safety Answering Point

(PSAP) or equivalent emergency services environment, please your Cisco field representatives prior to purchase or deployment.

3.3.7

3.3.7.1

Upgrades using SWSS

Minor release upgrades

Since CVP 10.0 the license keys requirement for minor upgrades (e.g. 10.0 to 10.5 and 11.0, 11.5, and11.6) has been simplified. Customers upgrading their existing CVP servers to next minor release will no longer require upgrade license keys, as long as they have a valid services contract. They would simply upgrade the CVP software to the next minor release and continue to use the existing license keys on their CVP system. For example, both CVP 10.0 and 10.5 will run on 10.0 license keys. There are no CVP 10.5 or 11.5 specific SKUs for the CVP Software Server, CVP Reporting Server or Call Studio. CVP 10.x SKUs will ship CVP 10.5 media, and CVP 11.0 SKUs will ship with both CVP 11.0 and 11.5 media and the customer can choose the version they wish to deploy. Customer planning a minor release upgrade, with a valid services contract will have access to a CCO link to the upgrade installer files. (See details in CVP Installation & Upgrade Guide).

3.3.7.2

Major release upgrades via the Product ol (PUT)

Customers having valid service contracts for both CVP and Call Studio are eligible to a newer major release for equivalent license quantities. NPS kits can be upgraded based on the SWSS contracts on the customer’s production system. NPS kits purchased prior to Aug 6, 2016, are entitled to be used with the VVB if

© 2018 Cisco and/or its s. All rights reserved. Cisco Confidential. For Channel Partner Use Only. Not for public distributio n. Pricing subject to change. January 23, 2018

Page 24 of 109

, 2017

Page 24 of 109

Ordering Guide

upgrade licenses are purchased for the customer’s production CVP Ports as described in section, VVB Migration Licenses. Please note that there is no upgrade license required for self-service ports (whether primary or redundant). The following are the orderable parts. 

CVP-xx-PRD-UP= for all server software upgrade other than Call Studio o

Allows upgrade for CVP Server, Reporting Server, and Call Director software installations



CVP-STU-xx-PRD-UP= for Call Studio upgrade

The process to upgrade and deploy the Unified CVP licenses is as below: 1) to Product ol (PUT) using valid service contract. Choose the ‘advanced’ option and proceed. 2) Now look for the appropriate release upgrade licenses (aka PUT licenses e.g. for upgrading to CVP 11.0 choose CVP-11-PRD-UP= and CVP-STU-xx-PRD-UP=) NOTE: CVP-11-PRD-UP= provides the customer with 3000 CVP Port licenses however only Release 11.5 and above s 3000 sessions per server; customers upgrading to 11.0 should restrict the maximum sessions directed towards one CVP Server to 900 sessions (1350 for PCCE). 3) Choose the appropriate numbers of CVP upgrade licenses required. (Note: You will need one such license for each machine where CVP Server, Reporting Server, NPS, or Call Director software is installed. E.g. If you have 4 CVP servers (2 production and 2 lab – part of NPS kit), 2 reporting server (1 production and 1 part of NPS kit), then you should order 6 quantity of CVP-11PRD-UP= license, if upgrading all these components to release 11.0). 4) When an order is placed on PUT, customer receives PAKs and they can generate licenses on www.cisco.com/go/license. 5) Generate upgrade license using these PAK. 6) After Installing or upgrading the a CVP Server or Reporting server (as the case may be), copy the original license and deploy the upgrade license on top of it. This will allow you to run the server on upgraded software. (Refer “Upgrading a License from an Earlier Release” section in CVP Install and upgrade Guide” for more details.)

3.4 3.4.1

Ordering Examples for Production CVP Systems Example 1 – Ordering Unified CVP as part of a Unified CCE solution deployment

A Unified CCE customer with 1000 agents desires 400 ports for queuing, 300 ports of self-service, and 100% redundancy across two sites. The deployment uses SIP. Solution: Because queuing and self-service ports use the same license, this customer requires 700 © 2018 Cisco and/or its s. All rights reserved. Cisco Confidential. For Channel Partner Use Only. Not for public distributio n. Pricing subject to change. January 23, 2018

Page 25 of 109

, 2017

Page 25 of 109

Ordering Guide

Unified CVP port and 700 redundant port licenses, with 2 server licenses. Each site requires one CVP server to handle 700 concurrent self-service and in queue call sessions. Unified CVP components required: ●

2 Server Licenses (one server for primary, one server for redundancy)

●

700 Port Licenses (will additionally receive 700 Port Licenses bundled for use on redundant server)

●

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. 3.4.2

Example 2 – CVP Stand-alone Ordering Use Case

A customer desires a standalone (without Unified ICM or Unified CCE) self-service solution of 450 ports and 100% redundancy. Solution:

This customer would require 450 ports of Unified CVP, 450 redundant ports, and 2 Unified CVP Server Licenses. Unified CVP components required: ●

2 Server Licenses (one server for primary, one server for redundancy)

●

450 Port Licenses (will receive 450 Redundant Port Licenses bundled)

●

Reporting Server License is optional (If Reporting is desired, an additional Server license is required for the Call Server used for Reporting.)

3.5

CVP Licenses Fulfillment/ Distribution

This section highlights how the licenses will be distributed/ fulfilled with the order. Once the order has been released and processed, the customer will receive the CVP Software Media along with the CVP Software License instructions and Product Authorization Keys (PAKs, also called PAK Codes, which typically a combination of numbers and letters.) The customer (or partner) needs to at www.cisco.com/go/license with their Cisco ID and use the PAK codes to unlock the various product SKUs ordered. Sometimes, there are multiple PAK Codes. They don’t necessarily correspond one-to-one with the product line item(s) or quantities ordered. When all of the product line item(s) and quantities ordered are unlocked, the customer/partner can start to obtain the actual licenses for Unified Customer Voice Portal components.

Please Note: Customers do not have to license everything at once. They can come back at any time and with their Cisco.com ID and license additional software that they entered a PAK code for previously. (Think of it like a gift certificate you get in the mail, that you enter on a website – that never expires. The PAK Code unpacks itself the © 2018 Cisco and/or its s. All rights reserved. Cisco Confidential. For Channel Partner Use Only. Not for public distributio n. Pricing subject to change. January 23, 2018

Page 26 of 109

, 2017

Page 26 of 109

Ordering Guide

first time and entitles your to come back anytime and fulfill or partially fulfill anything you ordered under that PAK Code. You can also come back and “rehost’ it if you move the software to a new machine.)

3.5.1

CVP Unified Call Studio License Fulfillment

Unified Call Studio license is tied to the MAC address of the developer machine.

3.5.1.1

Built-in Limited Studio License Usage

Unified Call Studio can be installed and used for up to 30 days without an actual product license key. should install the actual product license key using the directions in the CVP Installation Guide documentation. 3.5.2

Unified CVP Server License Fulfillment

As described earlier in this chapter, customers are required to order a CVP Server Software (SW) License for all servers that run CVP Server software. It provides queuing, call control (agent transfer), and self-service capabilities. The CVP Server component is licensed by IP Address. In addition customers would CVP port licenses to the CVP server to allow allocation of the available CVP ports for call control, agent queuing, and IVR treatment. Customers should host the procured CVP ports licenses per server within the maximum port handling capability of the CVP server. For example, release 11.5 onwards, each CVP server has a port capacity of 3000. Therefore, customer should at max host 3000 CVP Port licenses per CVP server.

3.5.2.1

Built-in Limited CVP Port License Usage

From CVP 8.5 onwards, Unified CVP Server can be installed and will run with 30 ports for 30 days without an actual product license key. 3.5.3

CVP Unified Reporting Server License Fulfillment

Customers who order a reporting server license will receive a PAK for the CVP Reporting Server. CVP Reporting Server licenses are similar to CVP Call Server licenses in that they are tied to IP addresses and the same fulfillment mechanism applies. 3.5.4

Unified CVP Call Director Server License Fulfillment

Call Director Licenses are additional licenses on top of the CVP Call Server licenses. The fulfillment of CVP Call Server licenses will apply to call director deployment model meaning there is no additionally specific call director license fulfillment. Customers should order Call Director licenses according to their need of call control/director sessions/ports. Note that Call Director ports are ordered in bundles (e.g. 150, 300, 600, and 850) and not by port from CVP Release 4.x and later. 3.5.5

Summary of CVP License Fulfillment

Since Cisco doesn’t know the CVP model that the customer is going to deploy Unified

© 2018 Cisco and/or its s. All rights reserved. Cisco Confidential. For Channel Partner Use Only. Not for public distributio n. Pricing subject to change. January 23, 2018

Page 27 of 109

, 2017

Page 27 of 109

Ordering Guide

Customer Voice Portal with (of which you may change it in the future) and to keep licensing both flexible and simpler, customer will be provided with all the needed licenses for any CVP deployment models. For example, when you go to www.cisco.com/go/license to fulfill two server software licenses on two physical servers for a stand-alone deployment mode: one Server for 200 CVP port licenses for self-service and one redundant server (with 200 redundant ports), you will get the following: 

One Server for 200 ports for call control, self-service, and queuing



One redundant server (with 200 redundant ports bundled)

You should not use the redundant ports in a production configuration other than when a CVP Server has failed. Ideally, at no time in your deployment the number of concurrent sessions should cross a value of 200.

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

3.5.6

Voice Browser Licensing

As of Aug 6, 2016, CVP port licenses include voice browser entitlement. As a part of this entitlement, with the purchase of 1 CVP self-service port, the customer has the entitlement to use 1 VXML session on the voice browser of their choice i.e. VVB or IOS VB. Please refer to section 3.3.2.6.1 for more details. Therefore, post Aug 6, 2016 in most cases, customers would not need to buy IOS VB licenses. However, if for some reason, a customer needs to buy IOS VB license, then please use the below guidelines for the same. Please consult the following link IOS Ordering Guide regarding on how to order IOS Gateway and Cisco IOS VXML licensing for use with CVP solution. This also applies to Gatekeeper ordering. Please note that if you are using any of the Cisco Integrated Services Router (ISR) gateways (Cisco 2800, 3700, or 3800 Series Routers) as VoiceXML gateways, you must purchase additionally FL-VXML-1 or FL-VXML-12 licenses to enable the VXML functionality. This is different from the AS5xxx series in that the VXML license is bundled with AS5xxx series that is used as a combo GW (meaning it has DSP to PSTN GW (TDM) and VXML functionality altogether). For example, the SKU for AS5xxx bundle is “AS535XM-8T1-V-HC: AS5350XM HighDensity Voice w/ 8T1, 8 AS5X-PVDM2-64, IP+ IOS”, which will have VXML functionality embedded. If the AS5xxx is used as a dedicated VXML GW (i.e., DSP-less option), you have multiple VXML license options; e.g. the SKU for 192 VXML sessions is AS535XM-VXML-192-V. Starting release 11.6, customers can deploy VVB on the Kernel-based Virtual Machine © 2018 Cisco and/or its s. All rights reserved. Cisco Confidential. For Channel Partner Use Only. Not for public distributio n. Pricing subject to change. January 23, 2018

Page 28 of 109

, 2017

Page 28 of 109

Ordering Guide

(KVM) that is available natively on the Cisco Integrated Service Routers 4000 (ISR 4K) Series. Please note that UC license would be additionally required to use the ISR 4Ks as ingress gateways to the center solution. You can choose the IOS Technology Package license: SL-43XX-UC-K9 or the ‘V’ bundle USR4XXX-V/K9 based on particular requirements. 1. UC license is mandatory to use ISR 4Ks as ingress gateway 2. This license allows dial peer configuration towards the center on the Ingress Gateway 3. Both IOS technology license and ‘V’ bundle are available for all the chassis so there is no distinction on the model level. 4. For more details on UC licensing please refer to the ISR 4K Ordering Guide.

© 2018 Cisco and/or its s. All rights reserved. Cisco Confidential. For Channel Partner Use Only. Not for public distributio n. Pricing subject to change. January 23, 2018

Page 29 of 109

, 2017

Page 29 of 109

Ordering Guide

4. Cisco Unified Center Express (Unified CCX) 4.1

Cisco’s Configuration and Pricing Tools

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

4.2

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

For detailed EOL milestones please see http://www.cisco.com/en/US/partner/products/sw/custcosw/ps1846/prod_eol_notices_list. html. All Cisco Unified CCX 3.x (3.0, 3.1 and 3.5), 4.x (4.0, 4.1 and 4.5), 5.0, 6.0, 7.0, 8.0, 8.5 and 9.0 versions are End of Life and End of Sale. Customers on these systems cannot purchase additional components and need to migrate to a version available for sale.

4.3

Overview of Cisco Unified CCX Licensing

The following licenses are available for use with Unified CCX: 1.

Inbound voice licenses 

Cisco Finesse with licenses s Preview, Predictive and Progressive Outbound Agent, Web Chat, Agent E-mail

2.

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

3.

HA Standby server software licenses (these are included with the 25-seat promo bundles starting 6 Aug 2016)

4.

Outbound IVR port and Outbound progressive and predictive agent licenses

5.

Compliance Recording (CR) licenses

6.

Advanced Quality Manager (AQM) licenses

7.

Workforce Management (WFM) licenses

8.

Context Service entitlement, see section 4.3.5 for details

Licenses are obtained by purchasing the appropriate product ID for type of seat and server software desired. Notes: --End of Life for Unified CCX Standard licenses and Unified W FO Quality Management licenses has been announced. The End of Sale for these licenses is December 16, 2016 and beyond this date, customers cannot order new CCX STD systems and purchase new QM licenses on new/existing CCX System

4.3.1

Server vs. Seat licenses

The CCX primary and High Availability standby server each requires a server license. For Non-HA UCCX the server license is included with the seat licenses when a new order is placed and for UCCX with HA, a separate HA license for the dual server cluster is required(Note: HA license is included at no additional cost with 25 seat Enhanced and © 2018 Cisco and/or its s. All rights reserved. Cisco Confidential. For Channel Partner Use Only. Not for public distributio n. Pricing subject to change. January 23, 2018

Page 30 of 109

, 2017

Page 30 of 109

Ordering Guide

bundles). All other feature options (other than Outbound IVR) are sold on a per seat basis and each seat requires a license (see also below for concurrent vs. named s). SocialMiner is required if the customer is deploying Web Chat and/or Finesse Email. The SocialMiner license is included with CCX licenses. 4.3.2

Port licenses

Each CCX Outbound IVR port requires a port license. There is no Outbound IVR server license as Outbound IVR is integrated with Unified CCX. 4.3.3

Node Locked vs. Non-Node Locked Server Software Licenses

For all releases 3.x, 4.x, 5.x, 6.x and 7.x server software is NOT node locked. Beginning in release 8.0 the CCX primary server will be the only node-locked server license. Nodes are locked via a virtual MAC address. All other components, including High Availability standby server and all seat options, including WFO seat options, will be node-locked to the CCX primary server. 4.3.4

Concurrent vs. Named (seat) Licenses

Concurrent licenses apply to logged in s. Different individuals may share a concurrent license as long as only one of them is logged in. Concurrent Licensing Example: Company A has 300 unique s that work in 3 shifts. Each shift has 100 logged in s. Company A needs to purchase only 100 concurrent licenses. Named licenses apply to unique individual s regardless of their logged in status. Named licenses are required for all WFO options including Compliance Recording, Advanced Quality Manager and Workforce Management. Named Licensing Example: Company B has 300 unique s that work in 3 shifts and each needs access to the licensed option. Each shift has 100 logged in s. Company B must purchase 300 named licenses. Examples of named s include:   

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

4.3.5

Context Service Entitlement

Context Service provides data storage in cloud to store end-customer journey data from Cisco Center products(version 11.5 and later) as well as 3rd party products. This cloud-based service is operated by Cisco. Customers must have an active SWSS subscription on one or more of the following Cisco Center product licenses to be entitled to use Context Service: ●

CCX agent licenses – all types

●

CCE agent licenses – all types

●

CVP port licenses

●

Packaged CCE agent licenses

●

HCS- Center agent licenses Context Service must be actively used from one of the above listed Cisco Center © 2018 Cisco and/or its s. All rights reserved. Cisco Confidential. For Channel Partner Use Only. Not for public distributio n. Pricing subject to change. January 23, 2018

Page 31 of 109

, 2017

Page 31 of 109

Ordering Guide

products to obtain for this service from Cisco TAC. Context Service APIs can be used to integrate with 3rd party products as long as the conditions stated in this section are met. Partners must ensure that customers acknowledge the following Context Service Offer Description before use: http://www.cisco.com/c/dam/en_us/about/doing_business/legal/service_descriptions/docs /context-service-offering-description.pdf Partners can create a Context Service enabled (Org) for entitled customers via Cisco Cloud Collaboration Management portal. Learn more about Context Service onboarding and capabilities at: http://www.cisco.com/go/contextservice 4.3.6

Concurrent Outbound IVR Licenses

Outbound IVR ports are licensed concurrently. Whenever an outbound IVR session and a progressive/predictive agent calls begins a license is consumed. As soon as a session ends that session’s license is returned to the available license pool and becomes available for another IVR session to use. 4.3.7

Unified CCX Workforce Management licenses

Each unique Workforce Management must have a named license. Workforce Management licenses are optional and may be purchased with Unified CCX and Enhanced Licenses in Unified CCX 10.0 and later. Unified Workforce Management requires a dedicated server, separate from those used for Unified CCX inbound voice or any other Unified CCX options. Windows Server and Microsoft SQL Server licenses are required and must be purchased separately from a Microsoft reseller. 4.3.8

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

Each unique recording must have a named license. Recording licenses are obtained by purchasing the desired recording product ID for CR, and/or AQM. CR licenses are optional and may be purchased for Unified CCX Enhanced or . AQM licenses may be purchased for Unified CCX or Enhanced (new in CCX 10.0) only. Any combination of CR and AQM may be deployed on a single dedicated server, separate from those used for Unified CCX inbound voice any other Unified CCX options. Other deployment models are available and may be required depending on size of deployment. Windows Server and Microsoft SQL Server licenses are required and must be purchased separately from a Microsoft reseller. Note that CR, AQM and WFM cannot be purchased without CCX seats on a new deployment. If customer wants to add additional CR, AQM and WFM seats on an existing CCX deployment, they can do so without adding more CCX seats. Cisco WFO products are packaged to work only with CCX but can be used for recording any in the organization. 4.3.9

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

Deployment of HA for inbound voice requires one software license for the HA active server and one for the standby server software. HA is optional for Unified CCX Enhanced or and is included with the 25 seat Enhanced and bundles.

© 2018 Cisco and/or its s. All rights reserved. Cisco Confidential. For Channel Partner Use Only. Not for public distributio n. Pricing subject to change. January 23, 2018

Page 32 of 109

, 2017

Page 32 of 109

Ordering Guide

4.3.10

License downgrades, distributes, splits and merges

License redistribution When a customer needs to redistribute licenses over multiple CCX system, a case with [email protected], providing as much information about the original order as possible, e.g. time frame of order, customer/partner name, number of licenses ordered, etc., so that the entitlement can be researched. Note that redistribution is only possible when licenses are of the same type (i.e. Enh, Pre), as a mix on a single system is not ed. Release downgrades Release downgrades are not ed. For example, when a customer orders a 11.0 license that needs to be deployed on a 10.0 system, the ordered needs to be RMA’ed and a new order needs to be placed.

4.4

ed Upgrade Paths

The following upgrade paths are ed:   

Direct Upgrade Indirect Upgrade Fresh Install

Upgrades to CCX 11.6 From

Upgrade Migration Type

2.x, 3.x, 4.x 5.x 6.0 7.0 8.0 8.5 9.0 10.0, 10.5, 10.6 11.0 11.5

Fresh Install Fresh Install Fresh Install Fresh Install Indirect Upgrade Indirect Upgrade Direct Upgrade Direct Upgrade Direct Upgrade Direct Upgrade

Upgrades to CCX 11.5 From

Upgrade Migration Type

2.x, 3.x, 4.x 5.x 6.0 7.0 8.0 8.5 9.0 10.0, 10.5, 10.6 11.0

Fresh Install Fresh Install Fresh Install Fresh Install Indirect Upgrade Indirect Upgrade Direct Upgrade Direct Upgrade Direct Upgrade

© 2018 Cisco and/or its s. All rights reserved. Cisco Confidential. For Channel Partner Use Only. Not for public distributio n. Pricing subject to change. January 23, 2018

Page 33 of 109

, 2017

Page 33 of 109

Ordering Guide

Upgrades to CCX 11 From

Upgrade Migration Type

2.x, 3.x, 4.x 5.x 6.0 7.0 8.0 8.5 9.0 10.0, 10.5, 10.6

Fresh Install Fresh Install Fresh Install Fresh Install Indirect Upgrade Indirect Upgrade Direct Upgrade Direct Upgrade

Upgrades to CCX 10.6 From

Upgrade Migration Type

2.x, 3.x, 4.x 5.x 6.0 7.0 8.0 8.5 9.0 10.0

Fresh Install Fresh Install Fresh Install Fresh Install Indirect Upgrade Direct Upgrade Direct Upgrade Direct Upgrade

Upgrades to CCX 10.5 From

Upgrade Migration Type

2.x, 3.x, 4.x 5.x 6.0 7.0 8.0 8.5 9.0 10.0

Fresh Install Fresh Install Fresh Install Fresh Install Indirect Upgrade Direct Upgrade Direct Upgrade Direct Upgrade

Upgrades to CCX 10 From

Upgrade Migration Type

2.x, 3.x, 4.x 5.x 6.0 7.0 8.0 8.5 9.0

Fresh Install Fresh Install Fresh Install Fresh Install Direct Upgrade Direct Upgrade Direct Upgrade

Direct Upgrades: Installer ed 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-ed 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 © 2018 Cisco and/or its s. All rights reserved. Cisco Confidential. For Channel Partner Use Only. Not for public distributio n. Pricing subject to change. January 23, 2018

Page 34 of 109

, 2017

Page 34 of 109

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 ol 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 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 ol (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 Center Express software) as well as an upgrade Product Authorization Key (PAK). When ed, the upgrade PAK will result in an upgrade license file. A customer must 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 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 Center Enterprise (PCCE) or vice versa

For migration from CCX to PCCE, please refer to section 6.7.1 in the Cisco Packaged Center Enterprise chapter of this Ordering Guide. Cisco does not 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. teams submitting such deals to DSA must obtain Business Unit approval by ing Unified CCX Product Management Product Management at [email protected].

© 2018 Cisco and/or its s. All rights reserved. Cisco Confidential. For Channel Partner Use Only. Not for public distributio n. Pricing subject to change. January 23, 2018

Page 35 of 109

, 2017

Page 35 of 109

Ordering Guide

4.6

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

For migration from CCX to CCE, please refer to section 5.4.4 in the Cisco Unified Center Enterprise chapter of this Ordering Guide. Cisco does not 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. teams submitting such deals to DSA must obtain Business Unit approval by ing Unified CCX Product Management Product Management at [email protected].

4.7

Cisco Unified CCX 11.6

Cisco Unified CCX 11.6 is a minor release following on the Unified CCX 11.5(1) release and the CCX 11.0(1) licenses can be used with a CCX 11.5 system. 4.7.1

Ordering New CCX 11.6 Systems

Customers ordering a new CCX 11.6 system should follow the procedure outlined in Section 4.9.2. 4.7.2

Ordering ADDONs to Existing CCX 11.6 Systems

Customers ordering add-on licenses to an existing CCX 11.6 system should follow the procedure outlined in Section 4.9.3 4.7.3

Upgrading to CCX 11.6 Systems

Customers on CCX 10 and earlier releases who have a valid UCSS or SWSS contract can CCX 11.6 by ordering an CCX 11 as described in Section 4.9.4. Cisco will ship the CCX 11.6 upgrade. Customers on CCX 11.0 or 11.5 who have a valid ESW or SWSS contract can CCX 11.6 by ing the CCX 11.6 upgrade image from CCO at: http://software.cisco.com//navigator.html?mdfid=270569179&i=rm

4.8

Cisco Unified CCX 11.5

Cisco Unified CCX 11.5 is a minor release following on the Unified CCX 11.0(1) release and the CCX 11.0(1) licenses can be used with a CCX 11.5 system. CCX 11.5 provides following additional functionalities:  





4.8.1

Improved Experience SSO (Single Sign-On) Desktop o Windows 10 o Chrome Browser o Office 365 for Email o Toaster notification of incoming s Additional reports: o Email Live Data o Additional Historical Reports Context Service o Enabling omnichannel for Voice, Email and Chat Ordering New CCX 11.5 Systems

Customers ordering a new CCX 11.5 system should follow the procedure outlined in Section 4.9.2. 4.8.2

Ordering ADDONs to Existing CCX 11.5 Systems

Customers ordering add-on licenses to an existing CCX 11.5 system should follow the © 2018 Cisco and/or its s. All rights reserved. Cisco Confidential. For Channel Partner Use Only. Not for public distributio n. Pricing subject to change. January 23, 2018

Page 36 of 109

, 2017

Page 36 of 109

Ordering Guide

procedure outlined in Section 4.9.3 4.8.3

Upgrading to CCX 11.5 Systems

Customers on CCX 9 and earlier releases who have a valid UCSS or SWSS contract can CCX 11.5 by ordering an CCX 11 as described in Section 4.12.4.2. Cisco will ship the CCX 11.5 upgrade. Customers on CCX 11 who have a valid ESW or SWSS contract can CCX 11.5 by ing the CCX 11.5 upgrade image from CCO at: http://software.cisco.com//navigator.html?mdfid=270569179&i=rm

4.9 4.9.1

4.9.1.1

Cisco Unified CCX 11.0 General information

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 4.9.2 New Unified CCX 11.0 Systems Chapters 4.9.3 and 4.12.3: 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 4.9.4 Release upgrades with ESW or Unified Communication Subscription Service (UCSS) of Software Services (SWSS) from earlier releases of Unified CCX to Unified CCX 11.0 Chapter 4.9.5: 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 ). These are called a-la-carte upgrades.

4.9.1.2

Delivery Method

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

4.9.1.3

What needs to be ordered?

For all types of orders, licenses need to be ordered. Media (if needed) needs to be ordered separately. Media is needed in the following cases:   

When ordering a new system When ordering add-ons that add new functionality to the system for the first time, such as HA or CR, AQM or WFM Release upgrades

Media does not need to be ordered for:  

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

4.9.1.4

Activating Unified CCX licenses

When a Unified CCX license is ordered, Cisco ships a Product Authorization Key (PAK) – via electronic delivery – to the e-mail address listed on your Cisco Sales Order. To obtain a license file for the Unified CCX servers, complete the following steps:  



Enter the PAK that you received in the License Registration Web tool at http://www.cisco.com/go/license and click submit. Follow the system prompts. You must enter the License MAC of the first node of the Unified CCX cluster. You must enter a valid e-mail address as well as the number of nodes for which you need licenses. The system sends the license file(s) to you via e-mail by using the E-mail ID that you

© 2018 Cisco and/or its s. All rights reserved. Cisco Confidential. For Channel Partner Use Only. Not for public distributio n. Pricing subject to change. January 23, 2018

Page 37 of 109

, 2017

Page 37 of 109

Ordering Guide



provided. You cannot use the license if you edit the contents of the file in any way. Follow the process described on the installation guide to install the license file on the system. Note that add-on and upgrade licenses are installed in addition to the licenses that are already on the system.

4.9.1.5

Temporary Licenses

Every Unified CCX media kit ships with demo licenses to facilitate installation and testing before production/permanent licenses arrive. These licenses are valid for 60 days after installation. If, for whatever reason, temporary licenses are needed for an extended period, they can be requested by Cisco teams using the internal temporary license tool. Unified CCX Product Management will review these requests, so please provided detailed reasons why temporary licenses are needed in the ‘remarks’ field. Upon approval, the license file will be emailed to the address provided. Note that this is a Cisco internal tool only: requests will have to be made through your Cisco team. 4.9.2

Ordering New Systems

CCX 11.0 can be deployed only on a virtualized system – bare metal deployments are not ed. New system orders require the following to be ordered: 

Media (sections 4.9.2.1 and 4.12.2.1)



Licenses (section 4.9.2.2)

The CCX-11-SYSTEM-K9 part number provides the top-level part number for configuring and ordering CCX media, licenses and upgrade licenses. There is a minimum requirement to order ten Unified CCX seat licenses when ordering a new system. Customers who wish to deploy Web Chat and / or Agent Email with CCX 11.0 will need to order the SocialMiner media kit. Customers who have ordered CCX seats as part of the BE6000 or CUCM promotional bundle can order additional seats or options by ordering add-on licenses as detailed in section 4.9.3 PLEASE NOTE: Cisco Unified Computing Servers (UCS) must be configured and ordered separately. See chapter 12 of the Ordering Guide for Cisco Customer Solutions for information about UCS ordering. When deploying Unified CCX on UCS servers, Unified CCX Media must still be ordered via one of the product codes above

4.9.2.1

Media

To obtain media kits the following must be configured: CCX-11-MED-K9

CCX 11.0 Media Kits - NO LICENSES

The following media kits that can be configured using the product code above. The following table specifies the details: Product Code

Contents – NO LICENSES

Used with which licenses

CCX-11MEDIAKIT-K9

CCX 11.0 Qty 1 CCX Media Kit - NO LICENSES

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

© 2018 Cisco and/or its s. All rights reserved. Cisco Confidential. For Channel Partner Use Only. Not for public distributio n. Pricing subject to change. January 23, 2018

Page 38 of 109

, 2017

Page 38 of 109

Ordering Guide

Product Code

Contents – NO LICENSES

Used with which licenses

CCX11CRMEDIAKITK9

CCX 11.0 Compliance Recording Qty 1 Media Kit - NO LICENSES

Compliance Recording

CCX11AQMMEDKITK9

CCX 11.0 Adv Quality Manager Qty 1 Media Kit NO LICENSES

Advanced Quality Management

CCX-11WFMMEDIAKIT

CCX 11.0 Workforce Management Qty 1 Media Kit - NO LICENSES

Workforce Management

CCEH-SM-V110-K9

Media kit for SocialMiner 11.0

SocialMiner, Web Chat, Finesse Email

4.9.2.2

Licenses

Media shipment (as ordered using the product codes described in section 4.9.2.1) does not include licenses. Licenses MUST be ordered separately using the product codes below. Top Level PID

Child PIDs

Description

CCX-11-LIC-K9 NEW

NEW Enhanced

List Price

Auto expansion

$0

CCX-11-PAK

CCX-11-N-P-LIC

License

$1995

CCX-11-25P

CCX 11 25 seat Promo Bundle

$51,995

CCX-11-CR-LIC

Compliance Recording

$325

CCX-11-AQM-LIC

Adv Quality Management

$695

CCX-11-WFM-LIC

Workforce Management

$695

CCX-11-PHA-LIC

High Availability

$14995

CCX-11-OBIVRLIC

Predictive/Progressive Outbound and Outbound IVR (min 10)

$695

CCX-11-N-E-LIC

Enhanced License

$1250

CCX-11-25E

CCX 11 Enhanced 25 seat Promo Bundle

$29,995

CCX-11-CR-LIC

Compliance Recording

$325

CCX-11-AQM-LIC

Adv Quality Management

$695

CCX-11-WFM-LIC

Workforce Management

$695

CCX-11-EHA-LIC

Enhanced High Availability

$8995

CCX-11-P-SVRLIC

CCX-11-E-SVRLIC

Notes: New CCX Standard licenses and Cisco Quality Management(QM) licenses have reached End of Sale and cannot be ordered. SocialMiner is required for Unified CCX Web Chat and Finesse Email functionality. Customers ordering Unified CCX 11.5 licenses are entitled to the Cisco Unified Intelligence Center license for the off-box CUIC. The CUIC license is available on CCO and can be ed from: https://software.cisco.com//release.html?mdfid=282163829&softwareid=282377062 &release=11.5(1) Please note that the CUIC license can be applied only to the off-box CUIC and not to the CUIC that is embedded with Unified CCX. 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

© 2018 Cisco and/or its s. All rights reserved. Cisco Confidential. For Channel Partner Use Only. Not for public distributio n. Pricing subject to change. January 23, 2018

Page 39 of 109

, 2017

Page 39 of 109

Ordering Guide

4.9.3

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:

4.9.3.1

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-11-MED-K9

CCX 11.0 Qty 1 CCX Media Kit - NO LICENSES

The following 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-11MEDIAKIT-K9=

CCX 11.0 Qty 1 CCX Media Kit – NO LICENSES

Enhanced High Availability, High Availability

CCX11CRMEDIAKITK9

CCX 11.0 Compliance Recording Qty 1 Media Kit – NO LICENSES

Compliance Recording

CCX11AQMMEDKITK9

CCX 11.0 Adv Quality Manager Qty 1 Media Kit – NO LICENSES

Advanced Quality Management

CCX-10WFMMEDIAKIT

CCX 11.0 Workforce Management Qty 1 Media Kit – NO LICENSES

Workforce Management

CCEH-SM-V110-K9

Media kit for SocialMiner 11.0

Web Chat and Finesse Email

4.9.3.2

Licenses

Licenses MUST be ordered for every add-on order. PAK codes can be delivered 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. Top Level PID

Child PIDs

Description

CCX-11-ADDK9 ADDON

ADDON Enhanced

List Price

Auto expansion

$0

CCX-10-PAK

CCX-11-A-P-LIC

License

$1995

CCX-11-25P-ADD

CCX 11 Add-on 25 Licenses:

$44,995

CCX-11-CR-LIC

Compliance Recording

$325

CCX-11-AQM-LIC

Adv Quality Management

$695

CCX-11-WFM-LIC

Workforce Management

$695

CCX-11-PHA-LIC

High Availability

$14995

CCX-11OBIVRLIC

Predictive/Progressive Outbound and Outbound IVR

$695

CCX-11-A-E-LIC

Enhanced License

$1250

CCX-11-25E-ADD

CCX 11 Add-on 25 Enhanced Licenses:

$24,995

CCX-11-CR-LIC

Compliance Recording

$325

CCX-11-AQM-LIC

Adv Quality Management

$695

CCX-11-WFM-LIC

Workforce Management

$695

CCX-11-EHA-LIC

Enhanced High Availability

$8995

© 2018 Cisco and/or its s. All rights reserved. Cisco Confidential. For Channel Partner Use Only. Not for public distributio n. Pricing subject to change. January 23, 2018

Page 40 of 109

, 2017

Page 40 of 109

Ordering Guide

Top Level PID ADDON Standard

Child PIDs

Description

List Price

CCX-11-A-S-LIC

Standard License

$395

CCX-11-CR-LIC

Compliance Recording

$325

Auto expansion

Software 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 4.9.4

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. .10.0(1) to 10.0(1) SU1. See section 4.9.4.1 Maintenance Releases, e.g. 9.0(1) to 9.0(2). See section 4.9.4.1 Minor Release Updates, e.g. 10.0(1) to 10.5(1). See section 4.9.4.1 Major Release Updates, e.g.10.0(1) to 11.0(1). See section 4.9.4.2

4.9.4.1

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 for customers who have a valid ESW or SWSS contract. Maintenance Release Upgrades Maintenance releases (e.g. 9.0(1) to 9.0(2)) are available on cisco.com for for customers who have a valid ESW or SWSS contract. Minor Release Upgrades Minor Release Updates, e.g. 10.0(1) to 10.5(1) are available on cisco.com for for customers who have a valid ESW or SWSS contract

4.9.4.2

Major Release Upgrades

Major release upgrades, e.g. 10.0(1) to 11.0(1), for customers who have a valid UCSS or SWSS contract can be ordered via the Product ol (PUT, http://tools.cisco.com/gct/Upgrade/jsp/index.jsp). PUT provides the list of eligible products that can be ordered based on the contract details. The product codes and descriptions should be self-explanatory, but here is the generic nomenclature for a Unified CCX PUT product code: CCX-UPG- - - = (sometimes the dashes are dropped to stay within the 18-character product code limit). 

: this can be any of the following: o o o o o o o o o



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

and : 3.1 would be 31, 8.0 would be 80, etc. Note that the older releases of the Workforce Optimization (WFO) software had release numbers out of synch with Unified CCX. In these cases, the WFO product codes

© 2018 Cisco and/or its s. All rights reserved. Cisco Confidential. For Channel Partner Use Only. Not for public distributio n. Pricing subject to change. January 23, 2018

Page 41 of 109

, 2017

Page 41 of 109

Ordering Guide

have the Unified CCX release numbers. For example, if the customer wishes to upgrade from AQM 2.7.3 to AQM 8.0.x, the required part number would be CCXUPG-AQM-70-80. The Compatibility Matrix provides the mapping between the WFO release and the Unified CCX release. 

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

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

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

Upgrades ordered via PUT are available for pDelivery and eDelivery. Media kits and PAK for servers and seats are shipped for PUT upgrades. There are 3 types of major release upgrades: direct, indirect and fresh install upgrades 

Direct Upgrades: only upgrades FROM release 9.x and 10.x TO 11.0 are ed for direct upgrades. The Unified CCX 11.0 upgrade process will ensure that all information (e.g. historical reporting data, configuration data, workflows, etc.) will be migrated to Unified CCX 11.0. Order the appropriate single PUT upgrade product code. For example, when upgrading from 10.0 to 11.0 order quantity 1 of CCX-UPG-P-10-11K9=



Indirect Upgrades: upgrades FROM Unified CCX 8.x TO Unified CCX 11.0 will require an intermediate be ordered and executed separately to ensure that all information will be migrated. In this case, each interim upgrade must be ordered separately. Example: Customer is on an 8.0 release and desires to perform indirect release 11.0. Customer must upgrade in the following steps: 8.0 -> 10.6->11.0. Customer will need media kits for 10.6 as well as upgrade license files for 8.0->10.6. In order to receive these media and licenses, 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. A new installation is needed in two cases: Either an upgrade FROM pre-8.0 release TO 11.0, which will require a fresh install of release 11.0, or customers who want to new hardware. For customers desiring to perform a fresh install, the customer should order the PUT Product ID corresponding to their current and target release. For example: a customer is on a 4.0 release and desires to perform a fresh install. Customer should order CCX-UPG-P-4X-11K9=.

The customer will have to transfer their existing license file to the new hardware, and load the upgrade license files on top of that. Refer to the bottom of this page on how to obtain the license file from the existing system. If the license file cannot be retrieved for whatever reason, please open a case with [email protected] to request a new, fresh install release Unified CCX 11.0 licenses. Customers will need to provide entitlement details (e.g. SO#, PAK or existing license files) to obtain a fresh install license. Customers who are not able to provide either of these details should mail the request to [email protected], providing as much information about the original order as possible, e.g. time frame of order, customer/partner name, number of licenses ordered, etc. Customers upgrading to Unified CCX 11.5 licenses are entitled to the Cisco © 2018 Cisco and/or its s. All rights reserved. Cisco Confidential. For Channel Partner Use Only. Not for public distributio n. Pricing subject to change. January 23, 2018

Page 42 of 109

, 2017

Page 42 of 109

Ordering Guide

Unified Intelligence Center license for the off-box CUIC. The CUIC license is available on CCO and can be ed from

https://software.cisco.com//release.html?mdfid=282163829&softwa reid=282377062&release=11.5(1) Please note that the CUIC license can be applied only to the off-box CUIC and not to the CUIC that is embedded with Unified CCX. Note: All UCSS or SWSS upgrade customers using PUT and desiring to perform a fresh install must open a case with [email protected] to request a new, fresh install release 11.0 license. Customers will need to provide entitlement details (e.g. SO#, PAK or existing license files) to obtain a fresh install license. Customers who are not able to provide either of these details should mail the request to [email protected], providing as much information about the original order as possible, e.g. time frame of order, customer/partner name, number of licenses ordered, etc. Obtaining License Information from the Unified CCX system From the Unified CCX istration menu bar, choose System > License Information > Display License(s). The License Information web page opens displaying the details of the configured license such as the license type, number of IVR ports, number of seats, maximum number of agents, and so on, as well as the actual license key itself. 4.9.5

A-la-carte Upgrades

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

Upgrade their Unified CCX to a new major release (e.g. Unified CCX 7.0 STD to Unified CCX 11.0 STD) and have not purchased a UCSS or SWSS contract. There are 3 types of major release upgrades: direct, indirect and fresh install upgrades o

Direct Upgrades: only upgrades FROM release 9.0 or 10.x TO 11.0 are ed for direct upgrades. The Unified CCX 11.0 upgrade process will ensure that all information (e.g. historical reporting data, configuration data, workflows, etc.) will be migrated to Unified CCX 11.0.

o

Indirect Upgrades: Upgrades FROM 8.x TO 11.0 will require an intermediate 10.x to ensure that all information will be migrated. Any such upgrade order will include all necessary intermediate upgrade Unified CCX media kits and licenses.

o

Example: Customer is upgrading from Unified CCX 8.0 to 11.0. Customer must upgrade 8.0 -> 10.6 -> 11.0. Customer will receive media kits for 10.6 as well as upgrade license files for Unified CCX 8.0 to 10.6 and 10.6 to 11.0

o

Fresh Installs. A new installation is needed in two cases: - Either an upgrade FROM a pre-8.0 release TO 11.0, which will require a fresh install of release 10.0 - Customer wanting to new hardware.

o

The customer will have to transfer their existing license file to the new hardware, and load the upgrade license files on top of that. Refer to the information in the box below on how to obtain the license file from the existing system. If the license file cannot be retrieved for whatever reason, please open a case with [email protected] to request a new, fresh install release 11.0 license. Customers will need to provide entitlement details (e.g. SO#, PAK or

© 2018 Cisco and/or its s. All rights reserved. Cisco Confidential. For Channel Partner Use Only. Not for public distributio n. Pricing subject to change. January 23, 2018

Page 43 of 109

, 2017

Page 43 of 109

Ordering Guide

existing license files) to obtain a fresh install license. Customers who are not able to provide either of these details should mail the request to [email protected], providing as much information about the original order as possible, e.g. time frame of order, customer/partner name, number of licenses ordered, etc. 

Upgrade their Unified CCX seats to another package (e.g. Unified CCX 11.0 STD to Unified CCX 11.0 ENH). Note that adding the High Availability option to a Unified CCX system is not considered an upgrade, but an add-on. It is covered in Section 4.9.3. There are three different types of seat upgrades: o

Standard to Enhanced

o

Standard to

o

Enhanced to

Note: A combination of the above, i.e. a major release upgrade and a seat upgrade at the same time (e.g. Unified CCX 7.0 STD to Unified CCX 10.0 PRE) is not ed. Customers would need to first upgrade the version and upgrade the package. Upgrade licenses are available in eDelivery. They are described in sections 4.9.5.1.1 and 4.9.5.2 respectively. All upgrades must be ordered using the Product ID that specifies the release FROM which the customer is upgrading. It is important to order the correct product code, or else the upgrade license key will not work. Note: https://communities.cisco.com/docs/DOC-51384 provides details on how to select eDelivery or pDelivery while placing an order Here are some example upgrade orders. The product IDs are described in detail in the following sections of this chapter. Example 1: Unified CCX 11.0 Standard to 11.0 Enhanced Customer has a Unified CCX 11.0 Standard system and wishes to a Unified CCX 11.0 Enhanced non-HA system. This case is a Standard to Enhanced seat upgrade only. No media is required in this case. Use product ID: CCX-11-UPG-K9

CCX 11.0 UPGRADE

CCX11-11U-S-E-S1

CCX 11.0 UPGRADE – 11.0 to 11.0 Qty 1 STD-ENH Seat

Example 2: Unified CCX 6.0 Enhanced HA to 11.0 HA Customer is upgrading from Unified CCX 6.0 Enhanced HA to 11.0 HA. This is a combined major release and seat upgrade. The customer needs to Unified CCX 11.0 Enhanced first and then upgrade from Unified CCX 11.0 Enhanced to . CCX-11-UPG-K9

CCX 11.0 UPGRADE

CCX-60-11-EHA

CCX 11.0 UPGRADE – 6.0 to 11.0 ENH HA-HA

CCX-11-11-EPHA

CCX 11.0 UPGRADE – 11.0 to 11.0 ENH-PRE HA-HA

CCX60-11U-E-E-S1

CCX 11.0 UPGRADE – 6.0 to 11.0 Qty 1 ENH-ENH Seat

CCX11-11U-E-P-S1

CCX 11.0 UPGRADE – 11.0 to 11.0 Qty 1 ENH-PRE Seat LICENSE ONLY

The customer will receive the licenses and the Unified CCX 11.0 media kit as part of this order. Example 4: Unified CCX 8.5 Enhanced to 11.0 Enhanced Customer has a Unified CCX 8.5 Enhanced non-HA system and wishes to a Unified CCX 11.0 Enhanced non-HA system. This case is a major release upgrade only;

© 2018 Cisco and/or its s. All rights reserved. Cisco Confidential. For Channel Partner Use Only. Not for public distributio n. Pricing subject to change. January 23, 2018

Page 44 of 109

, 2017

Page 44 of 109

Ordering Guide

electronic delivery can be used. The media and licenses required for the interim upgrade from 8.5 to 10.6 and 10.6 to 11.0 will be shipped. Use product IDs: CCX-11-UPG-K9

CCX 11.0 UPGRADE

CCX85-11U-E-E-S1

CCX 11.0 UPGRADE – 8.5 to 11.0 Qty 1 ENH-ENH Seat LICENSE ONLY

If the customer has a Unified CCX 8.5 HA system, upgrading to an 11.0 HA system, the HA upgrade product code would have to be added: CCX-11-UPG-K9

CCX 11.0 UPGRADE –LICENSES ONLY

CCX85-11U-E-E-S1

CCX 11.0 UPGRADE – 8.5 to 11.0 Qty 1 ENH-ENH Seat LICENSE ONLY

CCX-85-11-EHA

CCX 11.0 UPGRADE – 8.5 to 10.0 ENH HA-HA

Example 5: Customer has ordered the 25 seat promo bundle with a new BE6000 and wishes to add 10 more seat licenses and High Availability. CCX-11-ADD-K9

CCX 11.0 ADDON

Quantity 1

CCX-11-A-P-LIC

CCX 11.0 PRE Seat Qty 1 ADDON License

Quantity 10

CCX-11-PHA-LIC

CCX 11.0 PRE HA License

Quantity 1

4.9.5.1

Ordering A La Carte UPGRADES

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

4.9.5.1.1

Licenses

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

From Release

Seat Upgrade (Order one per agent)

List Price

HA Upgrade (Order one per system)

List Price

Any – top level SKU

Any

CCX-11-UPG-K9

$0



3.x

CCX3X-11U-P-P-S1

$925

4.x

CCX4X-11U-P-P-S1

$925

5.0

CCX50-11U-P-P-S1

6.0

CCX60-11U-P-P-S1

$925

CCX-50-11-PHA

$7498

$925

CCX-60-11-PHA

$7498

7.0 8.0

CCX70-11U-P-P-S1

$925

CCX-70-11-PHA

$7498

CCX80-11U-P-P-S1

$925

CCX-80-11-PHA

$7498

8.5

CCX85-11U-P-P-S1

$925

CCX-85-11-PHA

$7498

9.0

CCX90-11U-P-P-S1

$925

CCX-90-11-PHA

$7498

10.0

CCX10-11U-P-P-S1

$925

CCX-10-11-PHA

$7498

© 2018 Cisco and/or its s. All rights reserved. Cisco Confidential. For Channel Partner Use Only. Not for public distributio n. Pricing subject to change. January 23, 2018

Page 45 of 109

, 2017

Page 45 of 109

Ordering Guide

Upgrade Type

Enhanced

Standard

From Release

Seat Upgrade (Order one per agent)

List Price

HA Upgrade (Order one per system)

List Price

8.5

CCX85-11U-OBIVR

$349

9.0

CCX90-11U-OBIVR

$349

10.x

CCX10-11U-OBIVR

$349

10.x

CCX10-11U-R-R-S1

$145

3.x

CCX3X-11U-E-E-S1

$625

4.X

CCX4X-11U-E-E-S1

$625

CCX-4X-11-EHA

$4498

5.0 6.0

CCX50-11U-E-E-S1

$625

CCX-50-11-EHA

$4498

CCX60-11U-E-E-S1

$625

CCX-60-11-EHA

$4498

7.0

CCX70-11U-E-E-S1

$625

CCX-70-11-EHA

$4498

8.0

CCX80-11U-E-E-S1

$625

CCX-80-11-EHA

$4498

8.5

CCX85-11U-E-E-S1

$625

CCX-85-11-EHA

$4498

9.0

CCX90-11U-E-E-S1

$625

CCX-90-10-EHA

$4498

10.0

CCX10-11U-E-E-S1

$625

CCX-10-11-EHA

$4498

10.x

CCX10-11U-R-R-S1

$145

3.x

CCX3X-11U-S-S-S1

$198

HA not available

4.X

CCX4X-11U-S-S-S1

$198

HA not available

5.0

CCX50-11U-S-S-S1

$198

HA not available

6.0

CCX60-11U-S-S-S1

$198

HA not available

7.0

CCX70-11U-S-S-S1

$198

HA not available

8.0

CCX80-11U-S-S-S1

$198

HA not available

8.5

CCX85-11U-S-S-S1

$198

HA not available

9.0

CCX90-11U-S-S-S1

$198

HA not available

10.x

CCX10-11U-S-S-S1

$198

HA not available

STD-ENH Seat Upgrade – order for every agent:

11.0

CCX11-11U-S-E-S1

$595

Order Enhanced HA as Add-on

STD-PRE Seat Upgrade – order for every agent:

11.0

CCX11-11U-S-P-S1

$1449

Order HA as Add-on

CCX11-11U-E-P-S1

$599

CCX-11-11-EPHA

ENH-PRE HA Upgrade

11.0

$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.

4.9.5.2

Updating SWSS contract when upgrading Unified CCX licenses

SWSS cannot be upgraded from one category to another (e.g. Standard to Enhanced). If the customer upgrades within the solution, 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. Please [email protected] for the External Credit Request Form to process the credit. A new PAK will be assigned for the new version and counts. Please [email protected] for questions regarding SWSS. 4.9.6

WFO and WFM Upgrades

WFO and WFM upgrades are tied to the version of the Unified CCX they are associated with. © 2018 Cisco and/or its s. All rights reserved. Cisco Confidential. For Channel Partner Use Only. Not for public distributio n. Pricing subject to change. January 23, 2018

Page 46 of 109

, 2017

Page 46 of 109

Ordering Guide

4.9.6.1

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

Upgrading To

2.6.x, 2,7.x

Order on PUT

CCX-UPG-CR70-11K9= CCX-UPGAQM70-11K9= 8.0(2) 11.0(1) CCX-UPG-CR80-11K9= CCX-UPGAQM80-11K9= 8.5.x 11.0(1) CCX-UPG-CR85-11K9= CCX-UPG-AQM-85-11K9= 9.0.x 11.0(1) CCX-UPG-CR90-11K9= CCX-UPG-AQM-90-11K9= 10.x 11.0(1) CCX-UPG-CR10-11K9= CCX-UPG-AQM-10-11K9= Ordering the above part numbers on PUT results in shipment of the media and licenses.

4.9.6.2

11.0(1)

A-la-carte Upgrades for CR/AQM

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

Upgrading To

Order

Any CR 2.6(1), 2.6(2), 2.7(2), 2.7(3) AQM 2.6(1), 2.6(2), 2.7(2), 2.7(3) CR 8.0(2) AQM 8.0(2) CR 8.5.X AQM 8.5.X CR 9.0 AQM 9.0 CR 10.x AQM 10.x CR 11.0(1)

Any CR 11.0(1) AQM 11.0(1) CR 11.0(1) AQM 11.0(1) CR 11.0(1) AQM 11.0(1) CR 11.0(1) AQM 11.0(1) CR 11.0(1) AQM 11.0(1) AQM 11.0(1)

CCX-11-UPG-K9 CCX-70-11U-C-CS1 CCX-70-11U-A-AS1 CCX-80-11U-C-CS1 CCX-80-11U-A-AS1 CCX-85-11U-C-CS1 CCX-85-11U-A-AS1 CCX-90-11U-C-CS1 CCX-90-11U-A-AS1 CCX-10-11U-C-CS1 CCX-10-11U-A-AS1 CCX-11-11UCAQMS1

4.9.6.3

List Price $0 $163 $348 $163 $348 $163 $348 $163 $348 $163 $348 $370

Upgrading WFM using the Product ol (PUT)

Customers who have a valid UCSS or SWSS contract can upgrade WFM as described below: Upgrading from 8.2.x, 8.3.x 8.3.4 8.5.x 9.0 10.x

Upgrading To

Order on PUT

11.0(1) 11.0(1) 11.0(1) 11.0(1) 11.0(1)

CCX-UPG-WFM-70-11= CCX-UPG-WFM-80-11= CCX-UPG-WFM-85-11= CCX-UPG-WFM-90-11= CCX-UPG-WFM-10-11=

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

4.9.6.4

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. Upgrading From

Upgrading To

Order

List Price

Any CCX 7.0 WFM 8.2.x, 8.3.x

Any CCX 11.0 WFM 11.0(1)

CCX-11-UPG-K9 CCX-70-11U-W-WS1

$0 $348

CCX 8.0 WFM 8.3(4) CCX 8.5 WFM 8.5.x

CCX 11.0 WFM 11.0(1) CCX 11.0 WFM 11.0(1)

CCX-80-11U-W-WS1

$348

CCX-85-11U-W-WS1

$348

© 2018 Cisco and/or its s. All rights reserved. Cisco Confidential. For Channel Partner Use Only. Not for public distributio n. Pricing subject to change. January 23, 2018

Page 47 of 109

, 2017

Page 47 of 109

Ordering Guide

CCX 9.0 WFM 9.0(1) CCX 10.0 WFM 10.0(1) 4.9.7

CCX 11.0 WFM 11.0(1) CCX 11.0 WFM 11.0(1)

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

Product Number

CCX-11-5E

CCX-11-5P

CCX-11-25E

CCX-11-25P

CCX-11-25P-ADD

Description

List Price (USD)

CCX 11.0 Enhanced 5-Seat Bundle. Includes CCX Enh server license, 5 Enh seats; available only with new BE6000/BE7000/CUCM orders; maximum orderable quantity: 1 CCX 11.0 5-seat Bundle Includes CCX Pre server license, 5 seats SocialMiner, off box CUIC PREM license; available only with new BE6000/BE7000/CUCM orders; maximum orderable quantity: 1 CCX 11.0 Enhanced 25-Seat Bundle Includes CCX Enh server license, 25 Enhanced seats, HA license; orderable any time; max quantity 1; Can be used to add CCX to an existing/new BE6K/CUCM CCX 11.0 25-Seat Bundle For New CCX deployments: Includes CCX Pre server license, 25 seats, SocialMiner, off box CUIC PREM license, HA license; orderable any time; max quantity 1; Can be used to add CCX to an existing/new BE6K/CUCM CCX 11.0 Add-on 25-Seat Bundle

$995

$51,995

$44,995

$24,995

For Add-on to existing CCX deployments: Includes 25 ENH licenses; Orderable any time; no max quantity Migration PID for existing MediaSense customers to Cisco Compliance Recording

CCX-MS-CR-1LIC

$29,995

For Add-on to existing CCX deployments: Includes 25 Pre licenses; orderable any time; no max quantity CCX 11.0 Enhanced Add-on 25 seat bundle

CCX-11-25E-ADD

$2,995

$150

Note: This PID is available only to existing MediaSense customers and hence, any SO# with this PID will be on Compliance Hold by default and will require an approval from the BU to release the hold

Note that certain promo bundles cannot be combined – for e.g. customers cannot combine the 5 seat promo bundle with the new 25 seat promo bundle to create a 30 seat deployment. Only the Add-on 25-Seat Bundle can be combined with the 5-seat promo bundle or the 25-seat promo bundle. If additional seats or options are required, please configure CCX-11-ADD-K9. Please refer to http://www.cisco.com/web/partners/sell/promotions/cucce_bundle.html for information on the bundle and to

© 2018 Cisco and/or its s. All rights reserved. Cisco Confidential. For Channel Partner Use Only. Not for public distributio n. Pricing subject to change. January 23, 2018

Page 48 of 109

, 2017

Page 48 of 109

Ordering Guide

http://www.cisco.com/en/US/partner/products/sw/custcosw/ps1846/prod_promotions_list. html for Q&A on this promotional offer. Please read http://www.cisco.com/en/US/partner/products/sw/custcosw/ps1846/prod_promotions_list. html for Q&A on this promotional offer if this is your first time positioning it. Note: Customers are entitled to one and only one bundle per Unified CM cluster. Example: Customer orders a three Unified CM cluster and receive three bundles, one for each Unified CM ordered. The customer is entitled to deploy one and only one bundle on that cluster. The three bundles received may not be aggregated on that cluster. The other two bundles received may also not be used on any other cluster. Software Service (SWSS) is NOT INCLUDED with this bundle. Purchasing SWSS for Unified Communications Manager does NOT provide SWSS for the Unified CCX bundle. You must separately purchase SWSS for Unified CCX. 4.9.8

4.9.8.1

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

Description

List Price

CCX 11.0 NFR Kit: PRE HA 6 seats Pre IB/OB/email, CR, AQM, WFM.

$100

NFR Kit Product IDs CCX-11-NFR=

4.9.8.2

Customer Non-Production Systems

The Unified CCX 11.0 Non Production System is provided for use by customers in an environment where production calls will not be taken. Typical examples are use in development, testing, system integration testing and load testing. The Unified CCX nonproduction lab systems include licenses for 6 seats of Unified CCX with High Availability, Call Recording, Quality Management, Advance Quality Management, Workforce Management, Outbound IVR and Finesse Workflow Recording. Unified CCX non-production lab systems cannot be used in production systems or merged with production system licenses.

Product Number

Description

List Price

NPS Kit Product IDs CCX-11-NPS-K9=

CCX 11.0 NPS Kit: 6 seats Pre with OBIVR, HA CR, QM, AQM, WFM, SocialMiner, Finesse Workflow Recording licenses

$2,995

© 2018 Cisco and/or its s. All rights reserved. Cisco Confidential. For Channel Partner Use Only. Not for public distributio n. Pricing subject to change. January 23, 2018

Page 49 of 109

, 2017

Page 49 of 109

Ordering Guide

4.10 Cisco Unified CCX 10.6 Cisco Unified CCX 10.6 is a minor release following on the Unified CCX 10.0(1) and 10.5(1) release and the CCX 10.0(1) licenses can be used with a CCX 10.6(1) system. CCX 10.6(1) adds Finesse E-mail which is included with the CCX licenses and for CAD and Finesse mixed mode. Please refer to the Release Notes for details on the functionality available with CCX 10.6(1) 4.10.1

Ordering New CCX 10.6 Systems

Customers ordering a new CCX 10.6 system should follow the procedure outlined in Section 4.12.2. 4.10.2

Ordering ADDONs to Existing CCX 10.6 Systems

Customers ordering add-on licenses to an existing CCX 10.6 system should follow the procedure outlined in Section 4.12.3 4.10.3

Upgrading to CCX 10.6 Systems

Customers on CCX 9 and earlier releases who have a valid UCSS or SWSS contract can CCX 10.6 by ordering an CCX 10 as described in Section 4.12.4.2. Cisco will ship the CCX 10.6 upgrade. Customers on CCX 10 who have a valid ESW or SWSS contract can CCX 10.6 by ing the CCX 10.5 upgrade image from CCO at http://software.cisco.com//navigator.html?mdfid=270569179&i=rm

4.11 Cisco Unified CCX 10.5 Cisco Unified CCX 10.5 is a minor release following on the Unified CCX 10.0(1) release and the CCX 10.0(1) licenses can be used with a CCX 10.5 system. CCX 10.5 adds Predictive and Progressive dialing for Finesse Outbound agents. Customers who want to use the new predictive/progressive dialing functionality should order the Outbound IVR license. This license provides one Outbound IVR port and one Predictive Agent seat and is priced at $695. Note: The Predictive Agent capability is added to the agent license when an Outbound IVR license in installed. Refer to the CCX Design Guide regarding the number of IVR ports available in the system when inbound and outbound IVR are used. Direct Preview functionality is included with the license. 4.11.1

Ordering New CCX 10.5 Systems

Customers ordering a new CCX 10.5 system should follow the procedure outlined in Section 4.12.2. 4.11.2

Ordering ADDONs to Existing CCX 10.5 Systems

Customers ordering add-on licenses to an existing CCX 10.5 system should follow the procedure outlined in Section 4.12.3 4.11.3

Upgrading to CCX 10.5 Systems

Customers on CCX 9 and earlier releases who have a valid UCSS or SWSS contract can CCX 10.5 by ordering an CCX 10 as described in Section 4.12.4.2. Cisco will ship the CCX 10.5 upgrade. Customers on CCX 10 who have a valid ESW or SWSS contract can CCX 10.5 by ing the CCX 10.5 upgrade image from CCO at http://software.cisco.com//navigator.html?mdfid=270569179&i=rm

© 2018 Cisco and/or its s. All rights reserved. Cisco Confidential. For Channel Partner Use Only. Not for public distributio n. Pricing subject to change. January 23, 2018

Page 50 of 109

, 2017

Page 50 of 109

Ordering Guide

4.12 Cisco Unified CCX 10.0 4.12.1

General information

4.12.1.1 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 4.12.2: New Unified CCX 10.0 Systems Chapter 4.12.3: Add-ons (i.e. add optional components, such as HA or WFO) or expansions (e.g. add more seat licenses) to an existing Unified CCX 10.0 system Chapter 4.12.4 Release upgrades with ESW or Unified Communication Subscription Service (UCSS) of Software Services (SWSS) from earlier releases of Unified CCX to Unified CCX 10.0 Chapter 4.12.5: Release upgrades without ESW or UCSS or SWSS from earlier releases of Unified CCX to Unified CCX 10.0, or seat upgrade (e.g. from enhanced to ). These are called a-la-carte upgrades.

Cisco Unified Center Express cannot be deployed in a Public Safety Answering Point (PSAP) or equivalent emergency services environment 4.12.1.2 Delivery Method Cisco offers Electronic delivery of licenses (email with license document and PAK code) with electronic software delivery of media (media ).

4.12.1.3 What needs to be ordered? For all types of orders, licenses need to be ordered. Media (if needed) needs to be ordered separately. Media is needed in the following cases:   

When ordering a new system When ordering add-ons that add new functionality to the system for the first time, such as HA or CR, AQM or WFM Release upgrades

Media does not need to be ordered for:  

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

4.12.1.4 Activating Unified CCX licenses When a Unified CCX license is ordered, Cisco ships a Product Authorization Key (PAK) – via electronic delivery – to the e-mail address listed on your Cisco Sales Order. To obtain a license file for the Unified CCX servers, complete the following steps:  

 

Enter the PAK that you received in the License Registration Web tool at http://www.cisco.com/go/license and click submit. Follow the system prompts. You must enter the License MAC of the first node of the Unified CCX cluster. You must enter a valid e-mail address as well as the number of nodes for which you need licenses. The system sends the license file(s) to you via e-mail by using the E-mail ID that you provided. You cannot use the license if you edit the contents of the file in any way. Follow the process described on the installation guide to install the license file on the system. Note that add-on and upgrade licenses are installed in addition to the licenses that are already on the system.

4.12.1.5 Temporary Licenses Every Unified CCX media kit ships with demo licenses to facilitate installation and testing before production/permanent licenses arrive. These licenses are valid for 60 days after installation. If, for whatever reason, temporary licenses are needed for an extended © 2018 Cisco and/or its s. All rights reserved. Cisco Confidential. For Channel Partner Use Only. Not for public distributio n. Pricing subject to change. January 23, 2018

Page 51 of 109

, 2017

Page 51 of 109

Ordering Guide

period, they can be requested by Cisco teams using the internal temporary license tool. Unified CCX Product Management will review these requests, so please provided detailed reasons why temporary licenses are needed in the ‘remarks’ field. Upon approval, the license file will be emailed to the address provided. Note that this is a Cisco internal tool only: requests will have to be made through your Cisco team. 4.12.2

Ordering New Systems

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

Media (section 4.12.2.1)



Licenses (section 4.12.2.2)

There is a minimum requirement to order ten Unified CCX seat licenses when ordering a new system. Customers who wish to deploy Web Chat with CCX 10.0 will need to order the SocialMiner media kit. Customers who have ordered CCX seats as part of the BE6000 or CUCM promotional bundle can order additional seats or options by ordering add-on licenses as detailed in section 4.12.3 PLEASE NOTE: Cisco Unified Computing Servers (UCS) must be configured and ordered separately. See chapter 12 of the Ordering Guide for Cisco Customer Solutions for information about UCS ordering. When deploying Unified CCX on UCS servers, Unified CCX Media must still be ordered via one of the product codes above

4.12.2.1 Media

To obtain media kits the following must be configured: CCX-10-MED-K9

CCX 10.0 Media Kits - NO LICENSES

There are five media kits that can be configured using the product code above. The following table specifies the details: Product Code

Contents – NO LICENSES

Used with which licenses

CCX-10MEDIAKIT-K9=

CCX 10.0 Qty 1 CCX Media Kit – NO LICENSES

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

CCX10CRMEDIAKITK9

CCX 10.0 Compliance Recording Qty 1 Media Kit – NO LICENSES

Compliance Recording

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, Finesse Email

4.12.2.2 Licenses Media shipment (as ordered using the product codes described in section 4.12.2.1) does not include licenses. Licenses MUST be ordered separately using the product codes

© 2018 Cisco and/or its s. All rights reserved. Cisco Confidential. For Channel Partner Use Only. Not for public distributio n. Pricing subject to change. January 23, 2018

Page 52 of 109

, 2017

Page 52 of 109

Ordering Guide

below. Cisco recommends selection of eDelivery option. Model

Option Class

Description

CCX-10-LIC-K9 NEW

NEW Enhanced

List Price

Auto expansion

$0

CCX-10-PAK

CCX-10-N-P-LIC

License

$1850

CCX-10-CR-LIC

Compliance Recording

$325

CCX-10-AQM-LIC

Adv Quality Management

$695

CCX-10-WFM-LIC

Workforce Management

$550

CCX-10-PHA-LIC

High Availability

$14995

CCX-10-OBIVRLIC

Predictive/Progressive Outbound and Outbound IVR (min 10)

$695

CCX-10-E-LIC

Enhanced License

$1250

CCX-10-CR-LIC

Compliance Recording

$325

CCX-10-AQM-LIC

Adv Quality Management

$695

CCX-10-WFM-LIC

Workforce Management

$550

CCX-10-EHA-LIC

Enhanced High Availability

$8995

Compliance Recording

$325

CCX-10-CR-LIC

CCX-10-P-SVRLIC

CCX-10-E-SVRLIC

Note: SocialMiner is required for Unified CCX Web Chat and/or Finesse Email functionality. New CCX Standard licenses and Cisco Quality Management(QM) licenses have reached the End of Sale milestone and cannot be ordered. 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 4.12.3

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:

4.12.3.1 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, High Availability

CCX10CRMEDIAKITK9

CCX 10.0 Compliance Recording Qty 1 Media Kit – NO LICENSES

Compliance Recording

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

© 2018 Cisco and/or its s. All rights reserved. Cisco Confidential. For Channel Partner Use Only. Not for public distributio n. Pricing subject to change. January 23, 2018

Page 53 of 109

, 2017

Page 53 of 109

Ordering Guide

Product Code

Contents – NO LICENSES

Used with which licenses

CCEH-SM-V100-K9

Media kit for SocialMiner 10.0

SocialMiner Web Chat, Finesse Email

4.12.3.2 Licenses Licenses MUST be ordered for every add-on order. PAK codes can be delivered 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. Top Level PID

Child PIDs

Description

CCX-10-ADDK9 ADDON

ADDON Enhanced

ADDON Standard

List Price

Auto expansion

$0

CCX-10-PAK

CCX-10-A-P-LIC

License

$1850

CCX-10-CR-LIC

Compliance Recording

$325

CCX-10-AQM-LIC

Adv Quality Management

$695

CCX-10-WFM-LIC

Workforce Management

$550

CCX-10-PHA-LIC

High Availability

$14995

CCX-10OBIVRLIC

Predictive/Progressive Outbound and Outbound IVR

$695

CCX-10-A-E-LIC

Enhanced License

$1250

CCX-10-CR-LIC

Compliance Recording

$325

CCX-10-AQM-LIC

Adv Quality Management

$695

CCX-10-WFM-LIC

Workforce Management

$550

CCX-10-EHA-LIC

Enhanced High Availability

$8995

CCX-10-A-S-LIC

Standard License

$395

CCX-10-CR-LIC

Compliance Recording

$325

Software 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 4.12.4

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 4.12.4.1. Maintenance Releases, e.g. 9.0(1) to 9.0(2). See section 4.12.4.1. Minor Release Updates, e.g. 10.0(1) to 10.5(1). See section 4.12.4.1. Major Release Updates, e.g.9.0(2) to 10.0(1). See section 4.12.4.2.

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

4.12.4.2 Major Release Upgrades (PUT) Major release upgrades, e.g. 7.0(1) to 9.0(1), for customers who have a valid UCSS or © 2018 Cisco and/or its s. All rights reserved. Cisco Confidential. For Channel Partner Use Only. Not for public distributio n. Pricing subject to change. January 23, 2018

Page 54 of 109

, 2017

Page 54 of 109

Ordering Guide

SWSS contract can be ordered via the Product ol (PUT, http://tools.cisco.com/gct/Upgrade/jsp/index.jsp). PUT provides the list of eligible products that can be ordered based on the contract details. The product codes and descriptions should be self-explanatory, but here is the generic nomenclature for a Unified CCX PUT product code: CCX-UPG- - - = (sometimes the dashes are dropped to stay within the 18 character product code limit). 

: this can be any of the following: o o o o o o o o o



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

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



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

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

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

Upgrades ordered via PUT are available for pDelivery and eDelivery. Media kits and PAK for servers and seats are shipped for PUT upgrades. There are 3 types of major release upgrades: direct, indirect and fresh install upgrades 

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



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

CCX-UPG-P-70-90K9=

© 2018 Cisco and/or its s. All rights reserved. Cisco Confidential. For Channel Partner Use Only. Not for public distributio n. Pricing subject to change. January 23, 2018

Page 55 of 109

, 2017

Page 55 of 109

Ordering Guide

o 

CCX-UPG-P-90-10K9=

Fresh Installs. A new installation is needed in two cases: Either an upgrade FROM 3.x, 4.x or 6.0 TO 10.0, which will require a fresh install of release 10.0, or customers who want to new hardware. For customers desiring to perform a fresh install, the customer should order the PUT Product ID corresponding to their current and target release. For example: a customer is on a 4.0 release and desires to perform a fresh install. Customer should order CCX-UPG-P-40-10K9=.

The customer will have to transfer their existing license file to the new hardware, and load the upgrade license files on top of that. Refer to the bottom of this page on how to obtain the license file from the existing system. If the license file cannot be retrieved for whatever reason, please open a case with [email protected] to request a new, fresh install release Unified CCX 10.0 licenses. Customers will need to provide entitlement details (e.g. SO#, PAK or existing license files) to obtain a fresh install license. Customers who are not able to provide either of these details should mail the request to [email protected], providing as much information about the original order as possible, e.g. time frame of order, customer/partner name, number of licenses ordered, etc. Please note: All UCSS or SWSS upgrade customers using PUT and desiring to perform a fresh install must open a case with [email protected] to request a new, fresh install release 10.0 license. Customers will need to provide entitlement details (e.g. SO#, PAK or existing license files) to obtain a fresh install license. Customers who are not able to provide either of these details should mail the request to [email protected], providing as much information about the original order as possible, e.g. time frame of order, customer/partner name, number of licenses ordered, etc. Obtaining License Information from the Unified CCX system From the Unified CCX istration menu bar, choose System > License Information > Display License(s). The License Information web page opens displaying the details of the configured license such as the license type, number of IVR ports, number of seats, maximum number of agents, and so on, as well as the actual license key itself. 4.12.5

A-la-carte Upgrades

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

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

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

o

Indirect Upgrades: Upgrades FROM 5.0, 7.0 TO 10.0 will require intermediate upgrades to 8.0 and 9.0 respectively to ensure that all information will be migrated. Any such upgrade order will include all necessary intermediate upgrade Unified CCX media kits and licenses.

o

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

o

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

© 2018 Cisco and/or its s. All rights reserved. Cisco Confidential. For Channel Partner Use Only. Not for public distributio n. Pricing subject to change. January 23, 2018

Page 56 of 109

, 2017

Page 56 of 109

Ordering Guide

- Either an upgrade FROM 3.x, 4.x or 6.0 TO 10.0, which will require a fresh install of release 10.0 - Customer wanting to new hardware. o

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



Upgrade their Unified CCX seats to another package (e.g. Unified CCX 10.0 STD to Unified CCX 10.0 ENH). Note that adding the High Availability option to a Unified CCX system is not considered an upgrade, but an add-on. It is covered in Section 4.12.3. There are three different types of seat upgrades: o

Standard to Enhanced

o

Standard to

o

Enhanced to

Note: A combination of the above, i.e. a major release upgrade and a seat upgrade at the same time (e.g. Unified CCX 7.0 STD to Unified CCX 10.0 PRE) is not ed. Customers would need to first upgrade the version and upgrade the package. Upgrade licenses are available in eDelivery (Cisco Recommended, but only available for direct upgrades, i.e. from 7.0 or later). They are described in sections 4.12.5.1 and 4.12.5.2 respectively. All upgrades must be ordered using the Product ID that specifies the release FROM which the customer is upgrading. It is important to order the correct product code, or else the upgrade license key will not work. Note: https://communities.cisco.com/docs/DOC-51384 provides details on how to select eDelivery or pDelivery while placing an order Here are some example upgrade orders. The product IDs are described in detail in the following sections of this chapter. Example 1: Unified CCX 10.0 Standard to 10.0 Enhanced Customer has a Unified CCX 10.0 Standard system and wishes to a Unified CCX 10.0 Enhanced non-HA system. This case is a Standard to Enhanced seat upgrade only. No media is required in this case. Use product ID: CCX-10-UPG-K9

CCX 10.0 UPGRADE

CCX10-10U-S-E-S1

CCX 10.0 UPGRADE – 10.0 to 10.0 Qty 1 STD-ENH Seat

Example 2: Unified CCX 4.0 Enhanced HA to 10.0 HA Customer is upgrading from Unified CCX 4.0 Enhanced HA to 10.0 HA. This is a combined major release and seat upgrade. The customer needs to Unified CCX 10.0 Enhanced first and then upgrade from Unified CCX 10.0 Enhanced to . CCX-10-UPG-K9

CCX 10.0 UPGRADE

CCX-4X-10-EHA

CCX 10.0 UPGRADE – 4.X to 10.0 ENH HA-HA

© 2018 Cisco and/or its s. All rights reserved. Cisco Confidential. For Channel Partner Use Only. Not for public distributio n. Pricing subject to change. January 23, 2018

Page 57 of 109

, 2017

Page 57 of 109

Ordering Guide

CCX-10-10-EPHA

CCX 10.0 UPGRADE – 10.0 to 10.0 ENH-PRE HA-HA

CCX4X-10U-E-E-S1

CCX 10.0 UPGRADE – 4.X to 10.0 Qty 1 ENH-ENH Seat

CCX10-10U-E-P-S1

CCX 10.0 UPGRADE – 10.0 to 10.0 Qty 1 ENH-PRE Seat LICENSE ONLY

Example 3: Unified CCX 4.0 Enhanced to 10.0 (non-HA) Customer is upgrading from Unified CCX 4.0 Enhanced to 10.0 . This is a combined major release and seat upgrade. The customer needs to Unified CCX 10.0 Enhanced first and then upgrade from Unified CCX 10.0 Enhanced to . CCX-10-UPG-K9

CCX 10.0 UPGRADE

CCX4X-10U-E-E-S1

CCX 10.0 UPGRADE – 4.X to 10.0 Qty 1 ENH-ENH Seat

CCX10-10U-E-P-S1

CCX 10.0 UPGRADE – 10.0 to 10.0 Qty 1 ENH-PRE Seat LICENSE ONLY

Example 4: Unified CCX 7.0 Enhanced to 9.0 Enhanced Customer has a Unified CCX 7.0 Enhanced non-HA system and wishes to a Unified CCX 9.0 Enhanced non-HA system. This case is a major release upgrade only and electronic delivery can be used. The media and licenses required for the interim upgrade from 7.0 to 9.0 and 9.0 to 10.0 will be shipped. Use product IDs: CCX-10-UPG-K9

CCX 10.0 UPGRADE

CCX70-10U-E-E-S1

CCX 10.0 UPGRADE – 7.0 to 10.0 Qty 1 ENH-ENH Seat LICENSE ONLY

If the customer has a Unified CCX 8.0 HA system, upgrading to a 10.0 HA system, the HA upgrade product code would have to be added: CCX-10-UPG-K9

CCX 10.0 UPGRADE – eDelivery LICENSES ONLY

CCX80-10U-E-E-S1

CCX 9.0 UPGRADE – 8.0 to 10.0 Qty 1 ENH-ENH Seat LICENSE ONLY

CCX-80-10-EHA

CCX 10.0 UPGRADE – 8.0 to 10.0 ENH HA-HA

Example 5: Customer has ordered the 25 seat promo bundle with a new BE6000 and wishes to add 10 more seat licenses and High Availability. CCX-10-ADD-K9

CCX 10.0 ADDON

Quantity 1

CCX-10-A-P-LIC

CCX 10.0 PRE Seat Qty 1 ADDON License

Quantity 10

CCX-10-PHA-LIC

CCX 10.0 PRE HA License

Quantity 1

4.12.5.1 Ordering A La Carte UPGRADES For pDelivery a la card upgrade orders the media are included in the license orders. So, there is no need to order media separately.

4.12.5.1.1 Licenses

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

© 2018 Cisco and/or its s. All rights reserved. Cisco Confidential. For Channel Partner Use Only. Not for public distributio n. Pricing subject to change. January 23, 2018

Page 58 of 109

, 2017

Page 58 of 109

Ordering Guide

original order details can be researched. Any release 4.0 or later customer does not have to open a case and the appropriate licenses will be provided in the order. Upgrade Type

From Release

Seat Upgrade (Order one per agent)

List Price

HA Upgrade (Order one per system)

List Price

Any – top level SKU

Any

CCX-10-UPG-K9

$0



3.x

CCX3X-10U-P-P-S1

$925

4.x

CCX4X-10U-P-P-S1

$925

5.0

CCX50-10U-P-P-S1

6.0

CCX60-10U-P-P-S1

$925

CCX-50-10-PHA

$7498

$925

CCX-60-10-PHA

$7498

7.0 8.0

CCX70-10U-P-P-S1

$925

CCX-70-10-PHA

$7498

CCX80-10U-P-P-S1

$925

CCX-80-10-PHA

$7498

8.5

CCX85-10U-P-P-S1

$925

CCX-85-10-PHA

$7498

9.0

CCX90-10U-P-P-S1

$925

CCX-90-10-PHA

$7498

8.5

CCX85-10U-OBIVR

$349

9.0

CCX90-10U-OBIVR

$349

3.x

CCX3X-10U-E-E-S1

$625

4.X

CCX4X-10U-E-E-S1

$625

CCX-4X-10-EHA

$4498

5.0

CCX50-10U-E-E-S1

$625

CCX-50-10-EHA

$4498

6.0

CCX60-10U-E-E-S1

$625

CCX-60-10-EHA

$4498

7.0

CCX70-10U-E-E-S1

$625

CCX-70-10-EHA

$4498

8.0

CCX80-10U-E-E-S1

$625

CCX-80-10-EHA

$4498

8.5

CCX85-10U-E-E-S1

$625

CCX-85-10-EHA

$4498

9.0

CCX90-10U-E-E-S1

$625

CCX-90-10-EHA

$4498

3.x

CCX3X-10U-S-S-S1

$198

HA not available

4.X

CCX4X-10U-S-S-S1

$198

HA not available

5.0

CCX50-10U-S-S-S1

$198

HA not available

6.0

CCX60-10U-S-S-S1

$198

HA not available

7.0

CCX70-10U-S-S-S1

$198

HA not available

8.0

CCX80-10U-S-S-S1

$198

HA not available

8.5

CCX85-10U-S-S-S1

$198

HA not available

STD-ENH Seat Upgrade – order for every agent:

10.0

CCX10-10U-S-E-S1

$849

Order Enhanced HA as Add-on

STD-PRE Seat Upgrade – order for every agent:

10.0

CCX10-10U-S-P-S1

$1449

Order HA as Add-on

CCX10-10U-E-P-S1

$599

CCX-10-10-EPHA

Enhanced

Standard

ENH-PRE HA Upgrade

10.0

$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 10.0.

4.12.5.2 Updating SWSS contract when upgrading Unified CCX licenses SWSS cannot be upgraded from one category to another (e.g. Standard to Enhanced). If the customer upgrades within the solution, 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 © 2018 Cisco and/or its s. All rights reserved. Cisco Confidential. For Channel Partner Use Only. Not for public distributio n. Pricing subject to change. January 23, 2018

Page 59 of 109

, 2017

Page 59 of 109

Ordering Guide

of the original purchase from Customer Service. Please [email protected] for the External Credit Request Form to process the credit. A new PAK will be assigned for the new version and counts. Please [email protected] for questions regarding SWSS. 4.12.6

WFO and WFM Upgrades

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

4.12.6.1 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 2.6.x, 2,7.x

Upgrading To

Order on PUT

10.0(1)

CCX-UPG-CR70-10K9= CCX-UPGAQM70-10K9= 8.0(2) 10.0(1) CCX-UPG-CR80-10K9= CCX-UPGAQM80-10K9= 8.5.x 10.0(1) CCX-UPG-CR85-10K9= CCX-UPG-AQM-85-10K9= 9.0.x 10.0(1) CCX-UPG-CR90-10K9= CCX-UPG-AQM-90-10K9= Ordering the above part numbers on PUT results in shipment of the media and licenses.

4.12.6.2 A-la-carte Upgrades for CR/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. Upgrading From

Upgrading To

Order

List Price

Any CR 2.6(1), 2.6(2), 2.7(2), 2.7(3) AQM 2.6(1), 2.6(2), 2.7(2), 2.7(3) CR 8.0(2) AQM 8.0(2) CR 8.5.X AQM 8.5.X CR 9.0 AQM 9.0 CR 10.0(1) QM 10.0(1)

Any CR 10.0(1) AQM 10.0(1) CR 10.0(1) AQM 10.0(1) CR 10.0(1) AQM 10.0(1) CR 10.0(1) AQM 10.0(1) AQM 10.0(1) AQM 10.0(1)

CCX-10-UPG-K9 CCX-70-10U-C-CS1 CCX-70-10U-A-AS1 CCX-80-10U-C-CS1 CCX-80-10U-A-AS1 CCX-85-10U-C-CS1 CCX-85-10U-A-AS1 CCX-90-10U-C-CS1 CCX-90-10U-A-AS1 CCX-10-10UCAQMS1 CCX-10-10UQAQMS1

$0 $163 $348 $163 $348 $163 $348 $163 $348 $348 $348

4.12.6.3 Upgrading WFM using the Product ol (PUT) Customers who have a valid UCSS or SWSS contract can upgrade WFM as described below: Upgrading from 8.2.x, 8.3.x 8.3.4 8.5.x 9.0

Upgrading To 10.0(1) 10.0(1) 10.0(1) 10.0(1)

Order on PUT CCX-UPG-WFM-70-10= CCX-UPG-WFM-80-10= CCX-UPG-WFM-85-10= CCX-UPG-WFM-90-10=

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

© 2018 Cisco and/or its s. All rights reserved. Cisco Confidential. For Channel Partner Use Only. Not for public distributio n. Pricing subject to change. January 23, 2018

Page 60 of 109

, 2017

Page 60 of 109

Ordering Guide

4.12.6.4 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. Upgrading From Any CCX 7.0 WFM 8.2.x, 8.3.x CCX 8.0 WFM 8.3(4) CCX 8.5 WFM 8.5.x CCX 9.0 WFM 10.0(1) 4.12.7

Upgrading To Any CCX 10.0 WFM 10.0(1) CCX 10.0 WFM 10.0(1) CCX 10.0 WFM 10.0(1) CCX 10.0 WFM 10.0(1)

Order

List Price

CCX-10-UPG-K9 CCX-70-10U-W-WS1

$0 $275

CCX-80-10U-W-WS1

$275

CCX-85-10U-W-WS1

$275

CCX-90-10U-W-WS1

$275

Not for Resale and Non-production licenses

4.12.7.1 NFR Kit Product IDs Please note that the Unified CCX NFR kit is included in the UC NFR kit. The table below contains the Unified CCX only NFR Kit product ID, for electronic delivery. Product Number

Description

List Price

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

$100

NFR Kit Product IDs CCX-10-NFR=

4.12.7.2 Customer Non-Production Systems The Unified CCX 10.0 Non Production System is provided for use by customers in an environment where production calls will not be taken. Typical examples are use in development, testing, system integration testing and load testing. The Unified CCX nonproduction lab systems include licenses for 6 seats of Unified CCX with High Availability, Call Recording, Quality Management, Advance Quality Management, Workforce Management, Outbound IVR and Finesse Workflow Recording. Unified CCX non-production lab systems cannot be used in production systems or merged with production system licenses. Product Number

Description

List Price

NPS Kit Product IDs CCX-10-NPS-K9=

CCX 10.0 NPS Kit: 6 seats Pre with OBIVR, HA CR, QM, AQM, WFM, SocialMiner, Finesse Workflow Recording licenses

$2,995

4.13 Cisco Unified CCX 9.0 Cisco Unified CCX 9.0 has reached End of Sale and new systems cannot be ordered at this time.

© 2018 Cisco and/or its s. All rights reserved. Cisco Confidential. For Channel Partner Use Only. Not for public distributio n. Pricing subject to change. January 23, 2018

Page 61 of 109

, 2017

Page 61 of 109

Ordering Guide

5. Cisco Unified Center Enterprise (Unified CCE) This section provides licensing and ordering information for Unified Center Enterprise solution. Note: If your company is considering Cisco Unified Communications in a Public Safety Answering Point (PSAP) or equivalent emergency services environment, please your Cisco field representatives prior to purchase or deployment.

5.1

Overview of End of Life and End of Sale Status for Cisco Unified CCE Versions

All Cisco Unified CCE 10.0 and prior versions are End of Life and End of Sale. Customers on these systems cannot purchase additional components and need to migrate to a version available for sale. This includes components like Finesse and CUIC. In addition, End of life has been announced for 10.5 and 11.0 with End of Sale dates. This also includes components like Finesse and CUIC. For detailed EOL milestones please see https://www.cisco.com/c/en/us/products/customer-collaboration/unified--centerenterprise/eos-eol-notice-listing.html.

5.2

Overview of Unified CCE Licensing

Unified CCE licensing structure consists of the following primary and additional components: ●

Primary Unified CCE Licenses

1. Unified CCE Server License 2. Unified CCE Agent Licenses ●

Additional Unified CCE Licenses

3. Outbound Option 4. Third Party IVR Licenses 5. Special Unified CCE Deployment Cases For information on ordering the Customer Collaboration Suite (UCCE and CVP) as part of the Collaboration Enterprise Agreement, please send inquiries to [email protected] or your Cisco team. 5.2.1

Unified CCE Server License

Each Unified CCE system for voice applications requires the purchase of one (1) Unified CCE Server License (whether the Unified CCE system is deployed on one or multiple servers). A single system is defined a (redundant) router/logger. The Unified CCE Server license entitles the to deploy all of the necessary components required for Unified CCE voice deployments, specifically: ●

Redundant Router

●

Redundant Logger

●

Redundant Unified Communications Manager Peripheral Gateway(s)

© 2018 Cisco and/or its s. All rights reserved. Cisco Confidential. For Channel Partner Use Only. Not for public distributio n. Pricing subject to change. January 23, 2018

Page 62 of 109

, 2017

Page 62 of 109

Ordering Guide

●

Redundant IVR Peripheral Gateway(s) for connection to Cisco IVR systems (i.e. CVP and Unified IP IVR). Note: Non-Cisco IVRs require Third part IVR port licenses.

●

Redundant Unified CCE System Peripheral Gateway

●

SocialMiner server

●

Enterprise Chat and Email server (for use with CCE Agent licenses, and CCE 11.5 and above only)

●

Finesse server: As of Aug 6, 2016, Finesse server is available for all CCE customers without additional license fee.

●

Cisco Unified Intelligence Center (CUIC) server. As of Aug 6, 2016, CUIC is available for all CCE customers without additional license fee.

●

Center Management Portal (CCMP) server (for use with CCE Agent licenses only)

●

istrative Workstation(s)

●

Historical Database server(s)

●

Internet Script Editor (ISE) Server and ISE Connections

●

Application Gateway

●

NICs (AT&T2, CRSP3, CWC, INCRP, MCI, NTL, Nortel, SS7IN, TIM, Unisource)4

●

Network (Sigtran) gateways (ITU [SS7IN], ANSI [AT&T] and INAP [Unisource, TIM, etc.])

●

Redundant CTI Server for third-party CTI connections (Note: Only for non-agent desktop application)

●

Network Transfer

The table below lists the Unified CCE Server License for Voice Applications and price. Product Numbers

Description

List Price ($US)

Unified CCE Server License IPCE-SVR

Note:

CENTER ENTERPRISE SERVER LICENSE

$15,000

There are also other optional licenses and components that may be used in

combination with Unified CCE such as Unified Customer Voice Portal (CVP), Unified IP IVR and Unified Intelligent Management (ICM) components. These need to be purchased separately. Please refer to respective sections of this guide for additional licensing structure and ordering information for these components.

2

AT&T NIC along with AT&T Network gateway can be used to connect only with Signaling gateway. Information on connections to third party signaling gateways are available on request.

3

When using the CRSP NIC to connect to a carrier network, the carrier is required to purchase an IPCC Hosted NIC (IPCH-NIC) license to acquire the right to use the CRSP specification. See section 9.1.1.

4

SS7, Unisource and TIM INAP NICs should be used with appropriate Network gateway to connect with either a Signaling gateway or Cisco PGW softswitch. This NIC license can be used in a carrier/service provider environment, but only for internal service provider centers and not for offering hosted or managed services. For Hosted or managed services HCS-CC licenses are required.

© 2018 Cisco and/or its s. All rights reserved. Cisco Confidential. For Channel Partner Use Only. Not for public distributio n. Pricing subject to change. January 23, 2018

Page 63 of 109

, 2017

Page 63 of 109

Ordering Guide

Note:

Starting Release 11.5, Intelligence Center & Standard licenses are not

orderable. CUIC licenses can be ed from CCO. Intelligence Center can be deployed as a cluster with a single controller node and up to seven member nodes sized to the number of s, expected reporting activity and redundancy requirements. To determine the number of Intelligence Center servers required, please use the Unified Communications System Sizing Tool – Reporting section. 5.2.2

Unified CCE Agent Licenses

Each Unified CCE system requires the purchase of Unified CCE Agent Licenses. All Unified CCE Agent licenses are based on concurrent logged-in agents or supervisors. A Unified CCE Agent license is needed for each logged-in agent or supervisor (independent of whether they are ready to take a call or whether they are on a call.) Note:

Unified CCE Agent Licenses apply to s of various agent desktop or

supervisor desktops. Other s, such as istrative Workstation s, CUIC or Internet Script Editor s do not require the purchase of separate licenses. Starting CCE 11.5, new CCE Customer must purchase the Unified CCE Agent licenses, which allow deployment of the Finesse desktop for agents and supervisors and the Enterprise Chat and Email feature. Information about legacy CCE Agent licenses: ●

Cisco Agent Desktop (CAD) and CTI-OS are end-of-sale. These were desktop options under the CCE Agent license.

●

CCE Standard Agent licenses and CCE Enhanced Agent licenses are no longer for sale for new Unified CCE customers. They can still be ordered for existing Unified CCE customers, to expand their existing systems, but will soon be end-of-sale. Some detail on legacy and current Unified CCE Agent licenses for Voice Applications: o Enhanced Agent Licenses: The Enhanced Agent license allow the deployment of the Finesse Agent Desktop. This option is only available for CCE 11.5 and earlier. It will not be available for CCE releases after 11.5. No Enhanced Agent licenses can be purchased anymore with CAD Enhanced. o Standard Agent Licenses: The Standard Agent license allow the deployment of the Finesse IP Phone Agent. This option is only available for CCE 11.5 and earlier. It will not be available for CCE releases after 11.5. No Standard Agent licenses can be purchased anymore with CAD Standard.

The table below lists the Unified Agent Licenses for voice applications and prices. Product Numbers

Description

List Price ($US)

Desktop

Unified CCE Agent Licenses IPCE-STDAGT-L

CC ENTERPRISE STANDARD AGENT

$1,100

Cisco Finesse IP Phone Agent (no desktop)

IPCE-ENHAGT-L

CC ENTERPRISE ENHANCED AGENT

$1,500

Cisco Finesse

IPCE-PREMAGT-L

CC ENTERPRISE AGENT

$1,950

Cisco Finesse

(Includes CCMP license and Enterprise Chat and Email)

© 2018 Cisco and/or its s. All rights reserved. Cisco Confidential. For Channel Partner Use Only. Not for public distributio n. Pricing subject to change. January 23, 2018

Page 64 of 109

, 2017

Page 64 of 109

Ordering Guide

Notes: ●

The following capabilities are included in the CCE Agent licenses o Mobile Agent o Center Management Portal o Enterprise Chat and Email. This requires CCE release 11.5 minimum o Cisco Unified Intelligence Center

5.2.3

Context Service Entitlement

Context Service provides data storage in cloud to store end-customer journey data from Cisco Center products as well as 3rd party products. This cloud-based service is operated by Cisco. Customers must have an active SWSS subscription on one or more of the following Cisco Center product licenses to be entitled to use Context Service: ●

CCX agent licenses – all types

●

CCE agent licenses – all types

●

CVP port licenses

●

Packaged CCE agent licenses

●

HCS- Center agent licenses Context Service must be actively used from one of the above listed Cisco Center products to obtain for this service from Cisco TAC. Context Service APIs can be used to integrate with 3rd party products as long as the conditions stated in this section are met. Partners must ensure that customers acknowledge the following Context Service Offer Description before use: http://www.cisco.com/c/dam/en_us/about/doing_business/legal/service_descriptions/docs /context-service-offering-description.pdf Partners can create a Context Service enabled (Org) for entitled customers via Cisco Cloud Collaboration Management portal. Learn more about Context Service onboarding and capabilities at: http://www.cisco.com/go/contextservice 5.2.4

Outbound Option

Unified CCE Outbound Option requires the purchase of Dialer Ports on top of the CCE Agent licenses (note that Outbound option is not available on legacy CCE Standard 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 to function. 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.

© 2018 Cisco and/or its s. All rights reserved. Cisco Confidential. For Channel Partner Use Only. Not for public distributio n. Pricing subject to change. January 23, 2018

Page 65 of 109

, 2017

Page 65 of 109

Ordering Guide

Product Numbers

Description

List Price ($US)

Unified CCE Outbound licenses IPCE-DIALPORT-L

5.2.5

CC ENTERPRISE DIALER PORT

$600

Third Party IVR Licenses

In cases where non-Cisco IVRs are used with Unified CCE, third party IVR licenses are required to connect this third party (non-Cisco) IVR system to Unified CCE. These licenses provide 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). In case the third party IVR is used to queue Unified CCE calls the Service Control Interface must be used.

The software component licensed by the third party IVR license is the VRU PG and all of the public interfaces that it offers. A third party IVR Port license is required for every third party IVR port monitored or controlled by the ICM component of the Unified CCE, even if the third party IVR never receive any actual calls. The table below lists the Third Party IVR licenses and prices. Which tier can be used depends on the number of Third Party IVR Port licenses in the order. The table in section 7.1.2.1 is applicable. Product Numbers

Description

List Price ($US)

ICME-IVRPRT-T1-L

ICM ENTERPRISE THIRD PARTY IVR PORT - TIER 1

$300

ICME-IVRPRT-T2-L

ICM ENTERPRISE THIRD PARTY IVR PORT - TIER 2

$255

ICME-IVRPRT-T3-L

ICM ENTERPRISE THIRD PARTY IVR PORT - TIER 3

$225

ICME-IVRPRT-T4-L

ICM ENTERPRISE THIRD PARTY IVR PORT - TIER 4

$195

Third Party IVR licenses

5.2.6

Special Unified CCE Deployment Cases

There are several non-standard Unified CCE deployment models that don’t fit the standard licensing models described above. The required licensing for these cases is described in this section.

5.2.6.1

Unified CCE System as Hybrid Unified CCE and Unified ICM System

In this deployment model, the Unified CCE has third party ACDs connected as well as Unified Communications Managers and is therefore a combination of Unified ICM Enterprise and Unified Center Enterprise. A system like this requires both Unified ICM Enterprise and Unified Center Enterprise licenses. Unified ICM Enterprise licenses are required for each connected third-party ACD and all agents on these ACDs. In case the Unified ICM Enterprise agents are using Blind Network Transfer capabilities a license for this function is required (note that such a

© 2018 Cisco and/or its s. All rights reserved. Cisco Confidential. For Channel Partner Use Only. Not for public distributio n. Pricing subject to change. January 23, 2018

Page 66 of 109

, 2017

Page 66 of 109

Ordering Guide

license is not required for Unified Center Enterprise agents using this function, this functionality is included in the Unified CCE agent licenses). For the Unified CCE function a single 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).

5.2.6.2

Unified CCE System that is connected to a carrier owned and operated Unified Center Hosted (CCH) System

When a company owns, and operates a Unified CCE system that is connected to a carrier’s Unified Center Hosted (CCH) system (for pre-routing, Network IVR services, etc.), the customer’s Unified CCE systems should be licensed as a Unified CCE system and not as (part of) a Unified CCH system. Notes ●

No separate license is required to connect a Unified CCE system to a Unified CCH system.

●

Only customers owning Unified ICM Hosted licenses or Unified CCH licenses should purchase Unified CCH Agent Licenses.

5.3

Ordering New Unified CCE System and Add-On Licenses

Almost all orders for new Unified CCE systems and add on Orders can be made through a single top-level Product Number: IPCE-BUNDLE. Once IPCE-BUNDLE is selected in the ordering tool, this part number will provide a comprehensive list of all software and hardware product numbers that you need to place an order for a new Unified CCE system. For each new Unified CCE system order, an order needs to be placed for at least the following three (3) product numbers: ●

Center Enterprise Media Kits (IPCE-MEDIAKIT)

●

Center Enterprise Server License (IPCE-SVR)

●

Center Enterprise Agent License (IPCE-AGENTS-LC)

For add on orders, an order needs to be placed for at least the following: 

Center Enterprise Agent License (IPCE-AGENTS-LC).

For each of the product numbers above, you can only select a quantity of zero (0) or one (1). By selecting ‘1’ for each product number individually, you can then configure that item and select the required types and quantity. This is described in the next sections in detail The IPCE-BUNDLE also shows the following optional Center Enterprise items: 

Unified Customer Voice Portal (CVP)



Unified IP IVR

Please refer to the respective sections in this ordering guide for more information on ordering these components.

© 2018 Cisco and/or its s. All rights reserved. Cisco Confidential. For Channel Partner Use Only. Not for public distributio n. Pricing subject to change. January 23, 2018

Page 67 of 109

, 2017

Page 67 of 109

Ordering Guide

5.3.1 ●

Ordering CCE Agent licenses for voice applications

Center Enterprise Media Kits (IPCE-MEDIAKIT): For new Unified CCE system orders, you will typically select a quantity of one “1” for Center Enterprise Media Kits (IPCE-MEDIAKIT). For add on orders, you may choose not to order new media kits by selecting zero “0” for Center Enterprise Media Kits (IPCEMEDIAKIT). Upon selecting quantity of “1” for the IPCE-MEDIAKIT, you will be presented with two options: 

Center Enterprise Media Kit: Upon selection of this option, select the release version of Center Enterprise Media Kit that you desire to order. You can order only one media kit at a time. The media kit will dynamically be composed, based on what licenses are ordered.

Notes:



If you are placing an order for traditional Unified CCE Model, select the IPCEMEDIA product number option for the desired version presented under Center Enterprise Media Kit (IPCE-MEDIAKIT) option.



There is no separate part number to order Unified CCE System PG. If the Unified CCE System PG is needed for a new Unified CCE system (other than System Unified CCE Model), select IPCE-MEDIA product number option for the desired version.



If you are planning on ordering Unified CCE Agent Licenses for Voice Applications with Multi-Channel option, select IPCE-MEDIA product number option for the desired version.

●

Center Enterprise Server License (IPCE-SVR): For new Unified CCE system orders, you will typically select a quantity of one “1” for IPCC Enterprise Server License (IPCE-SVR). If this is an add-on order, select zero “0” for IPCE-SVR.

●

Center Enterprise Agent Licenses (IPCE-AGENT-LC): For new and add-on Unified CCE system orders, you will typically select a quantity of one “1” for Center Enterprise Agent License Certificate (IPCE-AGENT-LC). Upon selecting quantity of “1” for the IPCE-AGENT-LC, you will be presented with a variety of option classes:

1. Center Standard Agent: This option does not provide an agent desktop. Only Finesse IP Phone Agent is ed.

2. Center Enhanced Agent: If you are placing an order for Unified CCE Enhanced Agent license, select this option. Upon selection of this option, input the quantity of Center Enterprise Enhanced Agent (IPCE-ENHAGT-L) licenses that you desire to order.

3. Center Agent: This option provides Cisco Finesse Desktop. Upon selection of this option, input the quantity of Center Enterprise Agent (IPCE-PREMAGT-L) licenses that you desire to order.

4. Center Outbound Dialer Ports: If you are placing an order for Unified CCE Agent Licenses for Voice Applications with Outbound option, select this option. Upon selection of this option, input the quantity of Center Enterprise Outbound Dialer Ports (IPCE-DIALPORT-L) licenses that you desire

© 2018 Cisco and/or its s. All rights reserved. Cisco Confidential. For Channel Partner Use Only. Not for public distributio n. Pricing subject to change. January 23, 2018

Page 68 of 109

, 2017

Page 68 of 109

Ordering Guide

to order.

5.4 5.4.1

Upgrades Upgrades of CCE Agent licenses

For Unified CCE, there are a number of upgrade and migration options: ●

Upgrading from CCE Standard Agent to CCE Enhanced Agent. In IPCE-AGENTS-LC, select the option class ‘Upgrade Standard to Enhanced IPCC Agent license’. Upon selection of this option, input the quantity that you desire to order (IPCE-UPGENHAGT-L).

●

Upgrading from CCE Enhanced Agent to CCE Agent. In IPCE-AGENTS-LC, select the option class ‘Upgrade Enhanced to IPCC Agent license’. Upon selection of this option, input the quantity that you desire to order (IPCE-UPGPREMAGT-L).

●

Upgrading from CCE Standard Agent to CCE Agent. Order both the Standard-to-Enhanced upgrade, and the Enhanced-to- upgrade in order to migrate from CCE Standard Agent to CCE Agent.

Product Numbers

Description

List Price ($US)

Desktop

Unified CCE Agent Upgrade License IPCE-UPGENHAGT-L

UPGRADE FROM STANDARD TO ENHANCED CCE AGENT

$500

Finesse

IPCE-UPGPREMAGT-L

UPGRADE FROM ENHANCED TO CCE AGENT

$500

Finesse

(Includes ECE, CCMP licenses)

5.4.2

Customer Collaboration Upgrade Offer

This offer is for CCE customers who want to an available major release, but do not have a service contract (UCSS or SWSS has expired). The offer consists of two parts: attractively priced upgrade licenses, plus a mandatory purchase of a 3-year5 service contract. The Customer Collaboration Upgrade Offer is also available for Customer Voice Portal (see section 3.2.4). This offer is scheduled to expire on July 28, 2018. The upgrade licenses are priced at approximately one-third of the price of a new license. The components for which upgrade licenses are available are: 

agent licenses



Outbound dialer ports



Note that no upgrade is required for the IPCC Server license.

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

5

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

© 2018 Cisco and/or its s. All rights reserved. Cisco Confidential. For Channel Partner Use Only. Not for public distributio n. Pricing subject to change. January 23, 2018

Page 69 of 109

, 2017

Page 69 of 109

Ordering Guide

Customer Collaboration Upgrade Offer Product Numbers

Description

CC-UPG-BUNDLE

Customer Collaboration Upgrade Offer Top level SKU

List Price ($US) $0

IPCE-AGENTSUPG

UCC Enterprise Agent Licenses Upgrade

$0

IPCE-STDAGTUPG

IPCC ENTERPRISE STANDARD AGENT UPGRADE

$365

IPCE-ENHAGTUPG

IPCC ENTERPRISE ENHANCED AGENT UPGRADE

$500

IPCE-PREMAGTUPG

IPCC ENTERPRISE AGENT UPGRADE

$650

IPCE-DIALPORTUPG

IPCC ENTERPRISE OUTBOUND DIALER PORT UPGRADE

$200

Notes 

IPCE-PREMAGTUPG includes Finesse desktop and ECE starting in Release 11.5.



CCE upgrade media is NOT shipped as part of the upgrade SKUs. 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.



A service contract is mandatory in order to be able to activate. Without activation, no major release media can be ed or ordered in the future.

5.4.3

Migrations from Cisco Unified ICM to Center Enterprise

Customers using a licensed ICM Enterprise with a third-party ACD who want to migrate to Cisco Unified Center Enterprise (Unified CCE) can purchase Unified CCE Agent and Server licenses at a discount. Unified CCE Agent licenses can be purchased at the price shown below. There are different product codes and prices, depending on whether the customer has ICM Agent licenses only (migrate using IPCE-PROMOAGTREG-L), or also has ICM Desktop licenses (migrate using IPCEPROMOAGTDSK-L). Unified CCE Server licenses are discounted at 100%.

Notes: 

1 year of services is mandatory for the new CCE licenses



Additional discounts (partner/customer/other promotions) may apply.



This offer is scheduled to expire on July 28, 2018.

Orders should be placed using the bundle: IPCE-CTIPROMO. Other components of Unified CCE can be ordered via: IPCE-BUNDLE: Product Numbers

Description

List Price ($US)

ICM to Center Enterprise migration offer IPCE-PROMOAGTDSK-L

ICM Desktop Agent to UCCE Agent

$900

IPCE-PROMOAGTREG-L

ICM Regular Agent to UCCE Agent

$1,600

© 2018 Cisco and/or its s. All rights reserved. Cisco Confidential. For Channel Partner Use Only. Not for public distributio n. Pricing subject to change. January 23, 2018

Page 70 of 109

, 2017

Page 70 of 109

Ordering Guide

5.4.4

Migrations from Cisco Unified Center Express to Center Enterprise

Although there is no technical migration path between Center Express and Center Enterprise, Cisco offers a discount program for customers who outgrew their Center Express system and are migrating to Center Enterprise. The program requires these customers to purchase Center Enterprise, but they receive a discount for handing in their Center Express licenses: 

If they own a CCX system with Enhanced Agent licenses, they receive a 25% discount on the CCE Agent license and a 100% discount on the CCE Server license.



If they own a CCX system with Agent licenses, they receive a 35% discount on the CCE Agent license and a 100% discount on the CCE Server license.

Notes: 

These discounts are taken off the list price before any standard (partner/customer) discounts are applied.



These discounts plus any standard partner/customer discount may get flagged by sales finance and may require escalations for approvals. CCBU is in of the promo discount of 25% or 35% plus the standard discounts not to exceed a total discount of 72%. This applies only to this particular promotion and not to any other product codes.



For customers planning to use IPIVR as the queuing and prompting platform for CCE, it is important to note the following o

CCX licenses cannot be used as or converted into IPIVR licenses. New IPIVR licenses need to be purchased.

o

CCX and CCE redundancy operates differently. To have a redundant IPIVR system with CCE, two IPIVR systems need to be purchased.



The discounts only apply to customers buying CCE 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 Agent with discount is cheaper than an Enhanced Agent without discount).



The discount does not apply to customers having a CCX system with Standard Agent licenses.



The discount can only be used to buy one CCE Server license as well as CCE Agent licenses in the same quantity as the customer owns CCX (Enhanced or ) Agent licenses. Any additional CCE agent licenses can be purchased in the regular way, with the additional discount.

In order to receive the additional discount, orders should be placed using the following

© 2018 Cisco and/or its s. All rights reserved. Cisco Confidential. For Channel Partner Use Only. Not for public distributio n. Pricing subject to change. January 23, 2018

Page 71 of 109

, 2017

Page 71 of 109

Ordering Guide

product codes. Note that the discounts will not be visible on the order until the order is completed in the system. Product Numbers

Description

Discount

ICM to Center Hosted migration offer IPCE-CCXPRMPROMO

IPCC Enterprise Migration for CCX customers

35%

IPCE-ENHPROMO

IPCC Enterprise Migration for CCX Enhanced customers

25%

5.5

Migration from Previous Licensing Methods

This section describes how customers that have purchased Unified CCE licenses under an older licensing scheme should be treated when expanding their system or renewing maintenance using the new maintenance product numbers. The basic rules for ‘translating’ older Unified CCE licenses into new ones are very straightforward. The table below provides the main relationships: Older item

New Item

IPCC Server (IPC-SVR)

IPCC Enterprise Server and 25 agent licenses

IPCC Cisco Agent Desktop and Supervisor (IPCC-AGTCAD, IPCC-SUPCSD) with all agent options

IPCC Enterprise Standard Agent

IPCC Cisco Agent Desktop with CTI and Supervisor (IPC-AGTCADCTI, IPCC-SUPCSD) and all agent options.

IPCC Enterprise Enhanced Agent

IPCC Cisco Toolkit Desktop and Supervisor (IPC-AGTCTD, IPC-SUPCTS)

IPCC Enterprise Agent

All other items, such as: Redundancy, Gateway licenses,

These items do not translate into any current license.

istrative Workstation, HDS,

All functionality is now included.

Internet Script Editor Connection, 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. This leads to the following specific cases for expansion orders: Expansion case: customer wants to…

Customer should order…

Add more agents to an existing location

New Standard, Enhanced, or Agent licenses. Note that only agent types include CCMP license. CCMP upgrade license must be purchased for STD or ENH agent types to use CCMP.

Add an included option such as Application Gateway or a WebView connection

Nothing. When customer has IPCC agent licenses in place, these components can now be deployed without additional licensing

5.6

Non-Production Systems

The Unified CCE non-production license includes: 

Center Enterprise: o

Unified CCE Server

o

Finesse

o

Cisco Unified Intelligence Center (CUIC)

o

Unified CCE Standard, Enhanced, Agents

o

Dialer Port

o

Blind Network Transfer

o

Third-Party IVR Port Licenses

© 2018 Cisco and/or its s. All rights reserved. Cisco Confidential. For Channel Partner Use Only. Not for public distributio n. Pricing subject to change. January 23, 2018

Page 72 of 109

, 2017

Page 72 of 109

Ordering Guide





o

SocialMiner

o

Enterprise Chat and Email

o

Center Management Portal (CCMP)

Customer Voice Portal (CVP): o

1 CVP Software

o

3000 Self Service Ports license

o

3000 CVP Ports license

o

1 Reporting license

Cisco Virtual Voice Browser

All components can be used in reasonable quantities, but exclusively in non-production systems. Non-production use includes lab, demo and training purposes. Notes: ●

These licenses are only sold either to end-customers who have already ordered Unified CCE production licenses or to certified ATP Partners.

●

CCE NPS licenses do not have SWSS. End-customers and ATP Partners are allowed to use their production upgrade software to upgrade their NPS installation.

●

These licenses are priced differently for end-customers and ATP-certified partners. End-customers should only order the licenses with Product Numbers ending in ‘-EC’. Certified Partners should only order the Product Numbers ending in ‘-’.

●

Certified Partner non-production bundles are only available for order by ATP Partners in theaters where the DART tool is not available (that is European, Emerging and Japan today). These bundles are only available from the Wholesale price list, which implies that they must be ordered through a Cisco distributor.

●

The ‘-DART=’ bundle is only available for ATP partners through the DART tool, for theaters where DART is used.

The table below lists the Non-Production bundles and their list price. Product Numbers

Description

List Price ($US)

IPCE-NPSENT-EC

CC ENT Non-Production Suite Customer

$25,000

IPCE-NPSENT-

CC ENT Non-Production Suite ATP Partners

$0

IPCE-NPSENT-DART=

CC ENT Non-Production Suite ATP Partners

$200

Non-production bundles

5.7

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. Product Number

Description

List Price ($US)

IPCE-SVR

CC ENTERPRISE SERVER LICENSE

$15,000

IPCE-STDAGT-L

CC ENTERPRISE STANDARD AGENT

$1,100

IPCE-ENHAGT-L

CC ENTERPRISEENHANCED AGENT

$1,500

IPCE-PREMAGT-L

CC ENTERPRISE AGENT

$1,950

IPCE-UPGENHAGT-L

CC ENTERPRISE UPGR FROM STD TO ENH AGENT

$500

© 2018 Cisco and/or its s. All rights reserved. Cisco Confidential. For Channel Partner Use Only. Not for public distributio n. Pricing subject to change. January 23, 2018

Page 73 of 109

, 2017

Page 73 of 109

Ordering Guide

Product Number

Description

List Price ($US)

IPCE-UPGPREMAGT-L

CC ENTERPRISE UPGR FROM ENH TO PREM AGENT

$500

IPCE-DIALPORT-L

CC ENTERPRISE OUTBOUND DIALER PORT

$600

CC-UPG-BUNDLE

Customer Collaboration Upgrade Offer Top level SKU

IPCE-AGENTSUPG

UCC Enterprise Agent Licenses Upgrade

$0

IPCE-STDAGTUPG

IPCC ENTERPRISE STANDARD AGENT UPGRADE

$365

IPCE-ENHAGTUPG

IPCC ENTERPRISE ENHANCED AGENT UPGRADE

$500

IPCE-PREMAGTUPG

IPCC ENTERPRISE AGENT UPGRADE

$650

IPCE-DIALPORTUPG

IPCC ENTERPRISE OUTBOUND DIALER PORT UPGRADE

$200

IPCE-NPSENT-EC

CC ENTERPRISE Non-Production Suite Customer

$25,000

IPCE-CTIPROMO

ICM-to-UCCE Migration Promotion Top Level SKU

IPCE-PROMOAGTDSK-L

ICM Desktop Agent to UCCE Agent

$900

IPCE-PROMOAGTREG-L

ICM Regular Agent to UCCE Agent

$1,600

IPCE-NPSENT-

CC ENTERPRISE Non-Production Suite ATP Partners

$0

IPCE-NPSENT-DART=

CC ENTERPRISE Non-Production Suite ATP Partners

$200

Notes: ● Details on Software Service can be found here: http://www.cisco.com/go/swss

© 2018 Cisco and/or its s. All rights reserved. Cisco Confidential. For Channel Partner Use Only. Not for public distributio n. Pricing subject to change. January 23, 2018

Page 74 of 109

, 2017

Page 74 of 109

Ordering Guide

6. Cisco Packaged Center Enterprise (Packaged CCE) This section provides licensing and ordering information for the Packaged Center Enterprise solution.

6.1

About Packaged CCE

Packaged CCE is an Enterprise-class single server Omnichannel center solution for up to 2000 agents. Packaged CCE solution includes Unified Center Enterprise with Unified Customer Voice Portal, Finesse desktop, Unified Communication Manager and Enterprise Chat and Email in a virtualized environment. It offers easier ordering, bundled pricing, simplified deployment and management resulting in reduced pre-sales and post-sales cycles. This package easily gets a voice or video solution up and running for a customer, while offering the ability to add other options as needed. For more information on Packaged CCE go to: http://docwiki.cisco.com/wiki/Packaged_CCE

6.2

Overview of Packaged CCE Ordering and Licensing

Packaged CCE offers simplified ordering with a single bundle SKU that contains the hardware and software parts required to build a Packaged CCE deployment. The bundle simplifies ordering by requiring the selection of only a handful of SKUs by the and automatically including the rest. It is designed to build a rich Omnichannel center solution by providing a core set of center functionality—call and task processing, prompting and self-service application scripting, voice response collection, agent selection, queuing, context service cloud storage and reporting. The table below lists the Packaged CCE Bundle SKU: Product Numbers

Description

CCE-PAC-BUNDLE

Packaged CCE Bundle SKU

Note: All orders for new deployments or CCX migration must be built using this top level SKU. Packaged CCE bundle consists of the following required and optional components: ●

Required Packaged CCE Licenses and Components

1. Packaged Server License 2. Packaged Agent Licenses 3. Unified Computing System (UCS) B-series or C-series server ●

Optional Packaged CCE Licenses

1. Unified Communication Manager Enhanced License The sections below explain each of these components. Also, a sample BOM is provided as a reference for an order created using this bundle, published here: https://communities.cisco.com/community/partner/collaboration/center/atp/project s/packaged-cce

© 2018 Cisco and/or its s. All rights reserved. Cisco Confidential. For Channel Partner Use Only. Not for public distributio n. Pricing subject to change. January 23, 2018

Page 75 of 109

, 2017

Page 75 of 109

Ordering Guide

Note: If your company is considering Cisco Unified Communications in a Public Safety Answering Point (PSAP) or equivalent emergency services environment, please your Cisco field representatives prior to purchase or deployment. 6.2.1

Required Packaged CCE Licenses

Each Packaged CCE deployment requires one Packaged Server license, the desired number of Packaged Agent licenses, and deployment specific UCS servers.

6.2.1.1

Packaged CCE Server Licenses

Packaged CCE has well defined deployments and for convenience the deployment model is matched to the Packaged Server SKU. Each Packaged CCE system requires the purchase of one (1) Packaged CCE Server license.

6.2.1.1.1

CCE-PAC-M1

CCE-PAC-M1 is the initial model of Packaged CCE, ing up to 2000 agents. This license entitles the to deploy all of the necessary components required for 1)

Unified CCE Server components: ●

One (1) Redundant CCE Rogger (Router and Logger)

●

One (1) Redundant CCE Peripheral Gateway (UCM+VRU+MR PIMs)

●

One (1) Redundant istration Server, Real-time & Historical Data Server, Detail Data Server (AW-HDS-DDS)

●

Optional one (1) Redundant Historical Database server(s) on external servers

2)

Unified CVP Server components 

3)

Enterprise Chat and Email 

4)

One Hundred (100) Outbound Dialer Ports

Unified Call Studio 

8)

One (1) Redundant Finesse Server

Unified CCE Outbound Option components 

7)

One (1) Redundant Unified Intelligence Center Edition

Finesse Server components 

6)

One (1) Enterprise Chat and Email

Unified Intelligence Center components 

5)

One (1) Redundant CVP Call Server

Two (2) workstation licenses for Unified Call Studio

SocialMiner 

One (1) SocialMiner

Packaged Server SKU also includes the relevant media kits for the following products: 

Unified Center Enterprise



Unified Customer Voice Portal

© 2018 Cisco and/or its s. All rights reserved. Cisco Confidential. For Channel Partner Use Only. Not for public distributio n. Pricing subject to change. January 23, 2018

Page 76 of 109

, 2017

Page 76 of 109

Ordering Guide



Enterprise Chat and Email



Unified Intelligence Center



Finesse desktop



Virtualized Voice Browser



SocialMiner

There is no need to order separate media kits. The table below lists the Packaged CCE Server License and price. Product Number

Description

CCE-PAC-M1

CCE and CVP Deployment Package M1

6.2.1.2

List Price ($US)

Software Subscription

$15,000

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 Center Enterprise. Each Packaged CCE Agent entitles the to: 

One (1) CCE Agent



One (1) redundant CVP queue or self-service port



One (1) Voice Browser port (VVB or IOS VB)

For instance, if you ordered 325 units of Packaged Agent, then you would be entitled to 325 concurrent logged in CCE agents along with 325 CVP ports and 325 redundant CVP ports for queuing or self-service and 325 Voice browser ports (VVB or IOS VB) for VXML playback. For CCE-PAC-M1 deployment, the maximum number of agents allowed is 2000. There is no minimum agent requirement. Packaged Agent SKU can be used only for Packaged CCE deployments. It cannot be used for general Unified Center Enterprise deployments. The table below lists the Packaged Agent License and price. Product Number

Description

List Price ($US)

CCE-PAC-AGENT

CCE Packaged Agent

$2,350

6.2.1.3

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.

6.2.1.3.1

Servers for Packaged CCE

For Packaged CCE, two (2) Cisco UCS servers are required, one for each side for redundancy. They must be either UCS C240 M4SX TRC #1 rack mount servers (BE7000H) or UCS B200 M4 TRC #1 blade servers. These servers are included in the © 2018 Cisco and/or its s. All rights reserved. Cisco Confidential. For Channel Partner Use Only. Not for public distributio n. Pricing subject to change. January 23, 2018

Page 77 of 109

, 2017

Page 77 of 109

Ordering Guide

Packaged bundle for ordering convenience. The table below lists the UCS TRC#1 server SKUs and price. Product Numbers

Description

List Price ($US)

UCS-UC-B200M4

UCS B200 M4, dual-10-core/2.6 GHz, 128 GB RAM

$ 19,184

BE7H-M4-K9

UCS C240 M4 SFF, dual-10-core/2.6 GHz, 128 GB DDR4 RAM, 20x300GB 15K RPM

$ 50,084

BE7H-M4-XU

UCS C240 M4 SFF, dual-10-core/2.6 GHz, 128 GB DDR4 RAM, 20x300GB 15K RPM

$ 50,084

The ordering tool provides the option to select region specific power cables, select as appropriate for your region. 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.com/go/swonly http://www.cisco.com/c/dam/en/us/td/docs/voice_ip_comm/uc_system/virtualization/collabor ation-virtualization-hardware.html

6.2.1.3.2

UCS Server and Warranty Options

There are various warranty options available for UCS servers. Refer to UCS and Warranty links below for more details: Limited Hardware Warranty: http://www.cisco.com/en/US/products/prod_warranties_listing.html#~additional_warranty and Warranty Services: http://www.cisco.com/en/US/products/ps10321/serv_home.html Pricing Tool for and Warranty Options: https://apps.cisco.com/Commerce/home 6.2.2

Optional Packaged CCE Licenses

The Packaged bundle SKU offers licenses for certain components that are required to build the solution, however these licenses may be procured from other means too. Hence, it is optional to procure these licenses via the Packaged bundle.

6.2.2.1

Unified Communication Manager Enhanced License

Cisco Unified Communication Manager offers licensing schemes based on the chosen Packaged CCE solution version. As a convenience, the Enhanced License, which is suitable for Center agent devices, is offered as part of the Packaged bundle. The part numbers of Unified Communication Manager that are mapped to Packaged bundle are listed in the table below and can be used to order Unified Communication Manager media kit and Enhanced License (Tier A) for agent devices. 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 Plus 10.x License

$210

CUCM-VERS-11.X

UC Manager 11.X Server software media

LIC-CUCM-10X-ENH-A

UC Manager Enhanced Plus 11.x License

CUCM-VERS-10.X

UC Manager Enhanced Plus 10.X License

$0

$210 $0

Note: if you already have licenses for agent devices or plan to procure them using a © 2018 Cisco and/or its s. All rights reserved. Cisco Confidential. For Channel Partner Use Only. Not for public distributio n. Pricing subject to change. January 23, 2018

Page 78 of 109

, 2017

Page 78 of 109

Ordering Guide

different licensing scheme or plan to procure an older but ed 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.

6.3

Optional Features Licenses

Packaged CCE also offers some options that are available within or outside the packaged licensing bundle. The licenses for these options need to be purchased separately and the feature must be deployed as per the design and sizing rules in the Packaged CCE specification. These features include: 

Additional Outbound Option Dialer Ports (for customers requiring more than the 100 ports that are included) o



Use the ‘Unified CCE Outbound Option Dialer Port License’.

Context Service Entitlement o

See section 5.2.3 in Chapter Unified Center Enterprise for Context Service entitlement rules.



CVP Reporting Server o

version included in the Packaged CCE bundle. The part numbers of the CVP Reporting Server that is mapped to the Packaged bundle is listed in the table below Product Number

CVP-11-RPT-PRE



Description

CVP 11.0 Report System –

List Price ($US) $0

Remote Expert Mobile Promotion Bundle o

This is a Packaged CCE Exclusive Enterprise bundle - 5 Remote Expert Agent Mobile licenses per Packaged CCE Server. Max orderable quantity is 1.



Calabrio AQM and WFM Bundles o

Calabrio Search and Play per named agent

o

Calabrio Advanced Quality Management per named agent

o

Calabrio Advanced Workforce Management per named agent



Additional Call Studio Licenses



Options sold under SolutionsPlus program

Refer to respective chapters in this guide for licensing structure and ordering information for these components. For more information on ed options and configuration refer to the Packaged CCE specification published here: http://cisco.com/en/US/products/ps12586/tsd_products__series_home.html

© 2018 Cisco and/or its s. All rights reserved. Cisco Confidential. For Channel Partner Use Only. Not for public distributio n. Pricing subject to change. January 23, 2018

Page 79 of 109

, 2017

Page 79 of 109

Ordering Guide

6.4 6.4.1

Add-On Licenses Additional Agents

To order additional Packaged Agent licenses for existing Packaged CCE deployments, you need to use the following top-level SKU: Product Numbers

Description

CCE-PAC-ADDON

Packaged CCE Add-Ons

This top level SKU contains the same Packaged Agent SKU options ‘CCE-PAC-AGENT’, ‘CCE-PAC-CCX-PRM’ and ‘CCE-PAC-CCX-ENH’ but does not contain other packaged licenses such as server licensing, etc. as they are not required for add-on licenses. Note: You can use only the Packaged Agent SKUs to add more CCE agents to Packaged CCE deployments. A-la-carte CCE agent SKUs mentioned in other chapters of this guide cannot be used with Packaged CCE deployments. 6.4.2

Additional Queue or Self Service Ports

Important: Packaged CCE Agent SKU includes a CVP port for queuing or self-service. Order additional CVP ports only if you need more queue or self-service ports than number of concurrent agents. Make sure the total number of CVP ports ordered, either as part of Packaged Agent SKU or a-la-carte CVP port SKU, do not exceed the system capacity. 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, use the following a-la-carte CVP port SKUs. Please refer to CVP chapter for more details. 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.X

Use this SKU for CVP 11.X

N/A

Unified CVP Ports and redundant Ports CVP-11X-PTS

One (1) CVP 11.X Active and Redundant Port Licenses

$1,100

CVP 10.X Part Numbers Product Numbers

Description

List Price ($US)

Software Subscription (i) Product Number

List Price ($US)

Unified CVP Top Level Part Number CVP-10.X

Use this SKU for CVP 10.X

N/A

Unified CVP Ports and redundant Ports CVP-10X-PTS

6.5

One (1) CVP 10.X Active and Redundant Port Licenses

$1,100

Non-Production Systems

Packaged CCE shares the same media kit as Unified CCE. Refer to Non-Production Systems section of Unified CCE chapter for details on how to obtain a non-production system.

© 2018 Cisco and/or its s. All rights reserved. Cisco Confidential. For Channel Partner Use Only. Not for public distributio n. Pricing subject to change. January 23, 2018

Page 80 of 109

, 2017

Page 80 of 109

Ordering Guide

6.6

Upgrade

Customers who have Software service (SWSS) / Unified Communications Software Subscription (UCSS) for Packaged CCE are eligible to upgrade from Packaged CCE 9.x or 10.x or 11.x to Packaged CCE 11.6 components. All of the components listed below must be on the same major version, see Packaged CCE Design Guide for compatibility details. Packaged CCE upgrade includes the following: 1)

Media for Unified CCE Server components: CCE Rogger Server, CCE Peripheral Gateway, CCE AW-HDS-DDS and Optional HDS Servers

2)

Media and upgrade PAK for Unified CVP Call/VXML Server components

3)

Media for Enterprise Chat and Email

4)

Media for Unified Intelligence Center components

5)

Media for Finesse Server components

6)

Media for SocialMiner

7)

Media and upgrade PAK for Unified Call Studio workstation

6.6.1 1)

Ordering Packaged CCE upgrade to Product ol (PUT) using valid UCSS/SWSS contract. Choose the ‘advanced’ option and proceed.

2)

Look for following three upgrade SKUs 

CCEH-V116-K9-UPG=  Order 1 quantity of this SKU for entire deployment. It will provide upgrade media for CCE, Intelligence Center and Finesse components.



CVP-11-PRD-UP=  Order 1 quantity of this SKU for each CVP Call/VXML Server in the deployment. It will provide upgrade media for the CVP Call/VXML servers and a PAK for each of them. NOTE: CVP11-PRD-UP= provides the customer with 3000 CVP Ports licenses however only Release11.5 and above s 3000 sessions per server; customers upgrading to 11.0 should restrict to a maximum of 1350 sessions.



CVP-STU-11-PRD-UP=  Order 1 quantity of this SKU for each Call Studio workstation in the deployment. It will provide upgrade media for the Call Studio workstations and a PAK for each of them.

3)

When an order is placed on PUT, you will receive PAKs and you can generate licenses on www.cisco.com/go/license.

© 2018 Cisco and/or its s. All rights reserved. Cisco Confidential. For Channel Partner Use Only. Not for public distributio n. Pricing subject to change. January 23, 2018

Page 81 of 109

, 2017

Page 81 of 109

Ordering Guide

6.7

Migration Options

Please use the following guidelines for migrations to and from Packaged CCE. 6.7.1

From Unified CCX to Packaged CCE

Cisco offers a discount promotion for customers who outgrew their Unified Center Express system and are migrating to Packaged Center Enterprise. The promotion will provide discounts on Packaged CCE Agent license on top of standard partner discount as detailed below – 1) 2)

Unified CCX Standard customers will receive around 20% discount on Packaged CCE Agent license Unified CCX customers will receive around 30% discount on Packaged CCE Agent license

Notes: 

These discounts are taken off the list price before any standard (partner/customer) discounts are applied.



These discounts plus any standard partner/customer discount may get flagged by sales finance and may require escalations for approvals. CCBU is in of the promo discount of 20% or 30% plus the standard discounts not to exceed a total discount of 72%. This applies only to this particular promotion and not to any other product codes.



This promotion should only be used for migrating existing CCX Enhanced or licenses. Additional PCCE agent licenses should be ordered using the CCE-PAC-ADDON SKU as described in Section 6.4.1.

To receive the additional agent license discount for migrating from Unified CCX to Packaged CCE, you need to use the appropriate Options SKU(s) mentioned in the below table instead of using the CCE-PAC-AGENT SKU. These SKUs can be found as Option items in CCE-PAC-BUNDLE and CCE-PAC-ADDON. Product Number

Description

List Price ($US)

CCE-PAC-CCX-ENH

Packaged CCE agent license migration promotion for Unified CCX Enhanced customers

$1,900

CCE-PAC-CCX-PRM

Packaged CCE agent license migration promotion for Unified CCX customers

$1,650

Note: New Packaged CCE customers migrating from Unified CCX must use the above SKU(s) from within CCE-PAC-BUNDLE. 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.

6.7.2

From Unified CCE to Packaged CCE

A customer needing to migrate from Unified CCE to Packaged CCE should use the migration SKU CCE-PAC-MIGRN= as per the table below. Product

Description

CCE-PAC-MIGRN=

CCE to PCCE Migration for 11.5 or later

List Price ($US) $0

© 2018 Cisco and/or its s. All rights reserved. Cisco Confidential. For Channel Partner Use Only. Not for public distributio n. Pricing subject to change. January 23, 2018

Page 82 of 109

, 2017

Page 82 of 109

Ordering Guide

This SKU entitles the to deploy: 1. 2.

Unified CCE Outbound Option components  One hundred (100) Outbound Dialer Ports Unified Call Studio  Two (2) workstation licenses for Unified Call Studio

The following conditions must be met to migrate from UCCE to PCCE: 1.

2. 3. 4.

6.7.3

The customer must have at least as many redundant CVP ports licenses as the number of agents. For instance, if the customer has 100 CCE agents, they must have at least 100 CVP ports and 100 CVP redundant ports. The new deployment meets all requirements as listed in the Packaged CCE Specification document. The customer is required to have CCE Agents to migrate. The deployment cannot exceed the capacity of the Packaged CCE Specification even if the customer has excess license. From Packaged CCE to Unified CCE

If a customer has outgrown the Packaged CCE scale limit and needs to migrate from Packaged CCE to Unified CCE, it can be done using their existing Packaged CCE licenses, however, they must adhere to Unified CCE Design Guide (SRND) guidelines as they migrate their deployment. The Packaged Server license CCE-PAC-M1 will entitle the customer to one (1) CCE Server license, two (2) redundant CVP Server licenses, one (1) redundant CUIC license, one (1) redundant Finesse Server license, one (1) Enterprise Chat and Email license, one (1) SocialMiner license and two (2) Call Studio licenses. The Packaged Agent license CCE-PAC-AGENT will entitle the customer to an equivalent number of CCE agents, CVVB ports and redundant CVP self-service ports. Additional a-la-carte Unified CCE or CVP licenses can be procured after migration.

© 2018 Cisco and/or its s. All rights reserved. Cisco Confidential. For Channel Partner Use Only. Not for public distributio n. Pricing subject to change. January 23, 2018

Page 83 of 109

, 2017

Page 83 of 109

Ordering Guide

7. Cisco Unified ICM Enterprise (Unified ICME) This section describes the licensing structure and ordering of Unified ICM Enterprise. This first subsection describes the licensing structure and orderable components. The second subsection describes details on how to order these components. Note: If your company is considering Cisco Unified Communications in a Public Safety Answering Point (PSAP) or equivalent emergency services environment, please your Cisco field representatives prior to purchase or deployment.

7.1

Overview of Unified ICME Licensing

Unified ICM Enterprise licensing consists of three primary licensing components: ●

A license for each Peripheral Gateway that connects an ACD to the ICM system

●

Various types of Agent licenses, depending on the required functionality

●

Various types of Desktop application licenses (optional)

These three licenses include all functions required for a regular Unified ICM Enterprise system, such as reporting, pre-routing, database integrations, etc. and all software components required to perform these functions such as, router, logger, PGs, istrative workstation, CTI OS Server, CTI Desktop software, etc. Details are described below in section 9.1.1. There are some additional licenses that may be required depending on additional functions. These licenses are: ●

Licenses to connect a third party (non-Cisco) VRU to the ICM

●

ICM Blind and Consultative Network Transfer license

●

Non-production licenses

These licenses are described in section 9.1.2 below. There are also other licenses and components that may be used in combination with ICM Enterprise that are described elsewhere in this guide: ●

Unified Customer Voice Portal (CVP)

●

Unified Center Enterprise (CCE)

7.1.1

Primary Unified ICME Licenses

Each Unified ICM Enterprise system requires at least one ACD Peripheral Gateway (PG) license and one or more Agent licenses. Note: For licensing requirements in atypical cases where no TDM ACD is connected to the ICM, see below in section 9.5. 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, including pre-routing from a carrier network and post-routing from an ACD

© 2018 Cisco and/or its s. All rights reserved. Cisco Confidential. For Channel Partner Use Only. Not for public distributio n. Pricing subject to change. January 23, 2018

Page 84 of 109

, 2017

Page 84 of 109

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. Examples are wallboards, recorders.

●

Connections to Cisco IVR systems (IP IVR and CVP) and all related functions a Unified ICM system can perform, such as monitoring, reporting and routing.

Some Agent and Desktop licenses provide additional functionality. This is described in the remaining subsections of 9.1.1. Expressed in of the software components licensed, the following components are included in a Unified ICM system licensed by ACD PG and Agent licenses: ●

Router

●

Logger

●

ACD Peripheral Gateway (PG)

●

IVR PG (only for connection to Cisco IVR systems CVP and IP IVR)

●

istrative Workstation

●

Historical Database server

●

Internet Script Editor (ISE) server and ISE connections

●

SQL Gateway and Application Gateway

●

NICs (AT&T6, CRSP7, CWC, INCRP, MCI, NTL, Nortel, SS7IN, TIM, Unisource)8 9

●

Network (Sigtran) Gateways (ITU [SS7IN], ANSI [AT&T] and INAP [Unisource, TIM etc.])

●

CTI Server (only for non-agent desktop application)

Other Unified ICM components, such as CTI OS Server, are licensed by certain specific Agent and Desktop licenses. This is described in sections 5.1.1 and beyond. With the exception of ACD PGs (and the related CTI Servers), the licensing does not provide a hard quantity limit to the number of components deployed. The number of components deployed should be reasonable for the quantity of ACD PGs and Agents licensed. Examples: ●

A customer with 20 ACD PG licenses and 4000 Agent licenses, could deploy a single ICM system with 20 PGs and 4000 agents, but would also be licensed to deploy 2 ICM systems instead, for example one ICM system with 8 PGs and 400 agents and another ICM system with 12 PGs and 3600 agents.

6

AT&T NIC along with AT&T Network gateway can be used to connect only with Signaling gateway. Information on connections to third party signaling gateways are available on request.

7

When using the CRSP NIC to connect to a carrier network, the carrier is required to purchase an IPCC Hosted NIC (IPCH-NIC) license to acquire the right to use the CRSP specification. See section 9.1.1.

© 2018 Cisco and/or its s. All rights reserved. Cisco Confidential. For Channel Partner Use Only. Not for public distributio n. Pricing subject to change. January 23, 2018

Page 85 of 109

, 2017

Page 85 of 109

Ordering Guide

A customer with a licensed ICM system may connect the Unified ICM system to any number of ed carrier networks for pre-routing without additional licenses.

7.1.1.1

IPCC Gateway (CC Gateway) PG Licenses

This CC Gateway licenses a “Child” Center Enterprise system to connect to a “parent” ICM for enterprise-wide routing and reporting. Product Numbers

Description

List Price ($US)

ICME-PG-IPCCEE

CC GATEWAY FOR CC ENTERPRISE

$20,000

Notes: ●

A single IPCC Gateway license allows for redundant implementation (A and B side).

●

ICM Agent and Desktop licenses are not required with the IPCC Gateway License

●

An IPCC Gateway license is required for each Child IPCC System connected to the ICM.

7.1.1.2

ACD PG Licenses

There are different ACD PG (peripheral gateway) licenses for the different types of ACD the Unified ICM system can connect to. The following table lists them: Product Numbers

Description

List Price ($US)

ICME-PG-02

ICM ENTERPRISE ASPECT CALL CENTER PG

$50,000

ICME-PG-03

ICM ENTERPRISE ASPECT SERVER PG

$50,000

ICME-PG-04

ICM ENTERPRISE AVAYA CMS PG

$50,000

ICME-PG-05

ICM ENTERPRISE AVAYA CMS-LESS PG

$50,000

ICME-PG-11

ICM ENTERPRISE NORTEL SYMPOSIUM PG (INCLUDING AAS)

$70,000

Notes: ●

A single ACD PG license allows for redundant implementation of a PG (A and B side).

●

An ACD PG license is required for each connected ACD, even if multiple ACDs (with different IP addresses) are connecting to the same physical PG server machine.

●

It is not possible to change or exchange one type of ACD PG license into another type of ACD PG license. For example, when a customer is migrating from Aspect Call Center to Aspect Server, he can no longer use his Aspect Call Center PG licenses and will need to acquire new Aspect Server licenses.

●

For details on the ed ACDs, see the Compatibility Matrices or ACD Supplement.

●

The price for a Nortel Symposium ACD PG is different from the other PGs. This is because it comes bundled with the Automated for Symposium tool (AAS). The AAS tool is obsoleted by the vendor beginning in ICM v11.0. Older Nortel Symposium PGs (ordered before January 2006) do not include this tool.

7.1.1.3

Agent Licenses for Voice Applications

All agent licenses are based on concurrently logged-in agents. Agents need a license when they are logged-in, independent whether they are on a call or not. Other s, © 2018 Cisco and/or its s. All rights reserved. Cisco Confidential. For Channel Partner Use Only. Not for public distributio n. Pricing subject to change. January 23, 2018

Page 86 of 109

, 2017

Page 86 of 109

Ordering Guide

such as istrative Workstation or Internet Script Editor s, are not licensed separately. The Regular Agent license (ICME-REGAGT-Tx) is for “traditional” ICM functionality, where the ICM monitors individual agents, but routes only to the skill group level, and leaves the individual agent selection to the third-party ACD. The license provides all Unified ICME capabilities for that, but not the optional Agent Desktop CTI integration, which is licensed separately, see section 9.1.1.2. A Regular Agent license is required for each peripheral connection to any of the ACD PGs listed in section 9.1.1.2. Most commonly these are ACD agents logged into the ACD, but it could also be other types of connections, for example IVR ports that are managed through an ACD PG. Examples: 1.

For agents, a Regular Agent license is required for each agent that is logged on to the ACD and monitored by the ICME through a PG.

2.

For other peripheral connections, a Regular Agent license is required for each peripheral connection to the ACD that is monitored by the ICME through a PG.

Notes: ●

CTI integrations that only read events and do not log agents in through the CTI interfaces are allowed under these licenses. Examples are recorders, wallboards.

●

Regular Agent licenses can be used with any ed ACD PG. For example, a customer moving from a Nortel to an Avaya ACD can retain their Regular Agent licenses and only purchase new (Avaya) PG licenses.

Regular Agent licenses are available in 4 tiers, depending on the quantity ordered. The tiers are: Tier

Order size

Price level

Tier 1

Orders of less than 200

Base price

Tier 2

Orders of 200 or more and less than 500

80% of base price

Tier 3

Orders of 500 or more and less than 1,000

65% of base price

Tier 4

Orders of 1,000 or more

50% of base price

The table below lists the ICM Enterprise Agent licenses for voice applications and their list prices. Product Numbers

Description

List Price ($US)

ICME-REGAGT-T1

REGULARICM ENTERPRISE AGENT – TIER 1

$1,000

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

Options

Regular Agent

7.1.1.4

 Select Desktop license

Desktop licenses

The Desktop licenses allow the agent to use a desktop application that allows him to /out, control state changes, call control and screen pops with data. The following license options are available in this category: 

CTI Toolkit allows the use of the CTI Server socket interface or the CTI Toolkit SDK

© 2018 Cisco and/or its s. All rights reserved. Cisco Confidential. For Channel Partner Use Only. Not for public distributio n. Pricing subject to change. January 23, 2018

Page 87 of 109

, 2017

Page 87 of 109

Ordering Guide

to either run an out of the box desktop that is provided or customize a desktop or build a custom desktop or build a server to server integration with another desktop application. A license is required for each agent that is logged in through the CTI Server or CTI Toolkit interfaces. 

CRM Connector desktop licenses allow the use of Cisco Unified CRM Connector for Siebel. A license is required for each agent that is logged in through the CRM application. Note that the SAP CRM Connector (which is available for Center Enterprise and Hosted) is not available for ICM.

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 $1,300

Notes: ●

A CTI Toolkit Desktop license is required for all CTI desktop integrations that log an agent in even if there is no Cisco software used on the desktop, for example in serverto-server integrations.

●

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, see the Compatibility Matrix, published here:

7.1.2

7.1.2.1

Additional Unified ICME Licenses and Components

Third Party IVR Port Licenses

Third party IVR licenses are required to connect third party (non-Cisco) IVR systems to a Unified ICM system. It licenses the following functionality (between brackets is the name of the application interface used on the VRU PG): ●

Monitoring of IVR and IVR call status (Data Feed and other interfaces)

●

Unified ICME pre-routing calls to IVR with call context data (Call Routing interface)

●

Unified ICME accepting post-routing requests from IVR (Call Routing interface)

●

Unified ICME controlling IVR applications for calls at the IVR (Service Control Interface)

The software component licensed by this license is the VRU Peripheral Gateway and all of the public interfaces that it offers. Note that there is no separate license for the VRU PG. For example, 400 third Party IVR Port licenses can be used to connect a single 400port IVR (using a single, optionally redundant PG) or to connect four separate 100-port IVR systems (using 4, optionally redundant, PGs). A third party IVR Port license is required for every third party IVR port monitored or controlled by the ICM. Third-party IVR Port licenses are available in 4 tiers, depending on the quantity ordered. The tiers are: Tier

Order size

Price level

Tier 1

Orders of less than 200

Base price

© 2018 Cisco and/or its s. All rights reserved. Cisco Confidential. For Channel Partner Use Only. Not for public distributio n. Pricing subject to change. January 23, 2018

Page 88 of 109

, 2017

Page 88 of 109

Ordering Guide

Tier 2

Orders of 200 or more and less than 500

85% of base price

Tier 3

Orders of 500 or more and less than 1,000

75% of base price

Tier 4

Orders of 1,000 or more

65% of base price

The table below lists the ICM Enterprise Third Party IVR licenses and their list prices. Product Numbers

Description

List Price ($US)

ICME-IVRPRT-T1-L

ICM ENTERPRISE THIRD PARTY IVR PORT - TIER 1

$300

ICME-IVRPRT-T2-L

ICM ENTERPRISE THIRD PARTY IVR PORT - TIER 2

$255

ICME-IVRPRT-T3-L

ICM ENTERPRISE THIRD PARTY IVR PORT - TIER 3

$225

ICME-IVRPRT-T4-L

ICM ENTERPRISE THIRD PARTY IVR PORT - TIER 4

$195

ICM Third Party IVR licenses

7.1.2.2

Unified ICM Blind Network Transfer License

Unified ICM Enterprise has the capability to control and execute a blind transfer of a call that has been pre-routed to an agent from a connected network. This capability requires a network connection (NIC or IVR) that s this function. Of the ICM Enterprise NICs listed in section 9.1.1 only the CRSP NIC and SS7IN NIC this feature, since the other specific carrier networks do not this feature. The feature is also ed for networks that are connected through the VRU PG. This license is a single license per Unified ICM Enterprise system, independent of the number of ACD PGs, Agents or Third Party IVR Ports licensed. Notes: ●

This license is not required when CVP is used to transfer the call. An ICM Enterprise Blind Network Transfer license is included with CVP.

●

This license is not required in the following cases: 1) when the Unified ICME system is used to move a call from a VRU that is connected through the Service Control Interface (this is one of the interfaces available on the VRU PG) to another destination, such as an agent. This is not considered a ‘transfer’. 2) A transfer request is executed by the ACD or IVR, and the Unified ICME system is only used to provide the destination for the transfer (normal post-route request) but the execution (i.e. moving the call) is left to the device requesting the transfer (i.e. the ACD or IVR). This is not considered a ‘network’ transfer.

●

Unified ICME also s Consultative Network Transfers using either a CRSP or SS7IN NIC. This capability requires additional licensing. Please ICM product management if this feature is required.

The table below lists the ICM Enterprise Network Transfer license and its list price. Product Numbers

Description

List Price ($US)

ICM ENTERPRISE BLIND NETWORK TRANSFER

$150,000

ICM Enterprise Network Transfer ICME-BNT

7.1.3

Special Unified ICME Deployment Cases

There are several non-standard ICM deployment models that don’t fit the standard licensing models described above. The required licensing for these cases is described in © 2018 Cisco and/or its s. All rights reserved. Cisco Confidential. For Channel Partner Use Only. Not for public distributio n. Pricing subject to change. January 23, 2018

Page 89 of 109

, 2017

Page 89 of 109

Ordering Guide

this section.

7.1.3.1

Unified ICME Systems used as Hybrid CCE-ICME system

In this case, the Unified ICME system has third party ACDs connected as well as Cisco Unified Communications Manager(s) and is therefore a combination of Unified ICM Enterprise and Unified Center Enterprise. A system like this requires both Unified ICME and Unified CCE licenses. Unified ICM Enterprise licenses are required for each connected TDM ACD and all agents on these ACDs. In case the ICM Enterprise Agents are using Network Transfer capabilities a license for this function is required (note that such a license is not required for Unified Center Enterprise Agents using this function, as this is included in the Unified CCE Agent licenses). For the 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).

7.1.3.2

Unified ICME Systems that are connected to a carrier owned and operated Unified ICM Hosted System

When a company owns, and operates a Unified ICM Enterprise system that is connected to a carrier’s Unified ICM Hosted system (for pre-routing, Network IVR services, etc.), the Unified ICM systems should be licensed as a Unified ICM Enterprise system and not as (part of) a Unified ICM Hosted system. Note that no separate license is required to connect a Unified ICM Enterprise system to a Unified ICM Hosted system. Only customers owning NAM licenses or Unified CCH licenses should purchase ICM Hosted PG and Agent licenses. ICM-H Licensing is being replaced by HCS-CC Licensing.

7.1.3.3

Unified ICME Systems without any ACD connected

Unified ICM Enterprise systems that are used for atypical functions where no ACD is connected are licensed as follows: ●

Unified ICME systems used to connect to IP IVR and third party IVR systems only. In this case only Third Party IVR Port licenses are required. These are described in section 5.1.2.1. Note that for IP IVR this is an exception to the rule that no Third Party IVR Port licenses are required for IP IVR.

●

ICM systems used for simple routing functions using a NIC.

These functions are typically performed as part of a Unified ICM Hosted system in a carrier environment. For licensing this type of functionality, please Cisco at [email protected].

7.2

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. When selected in the ordering tool, this part number will list the following components that can be ordered: ●

Media kits (CD sets)

●

ACD PG licenses

© 2018 Cisco and/or its s. All rights reserved. Cisco Confidential. For Channel Partner Use Only. Not for public distributio n. Pricing subject to change. January 23, 2018

Page 90 of 109

, 2017

Page 90 of 109

Ordering Guide

●

Agent licenses

●

Third party IVR licenses

For each of these four items you can only select a quantity of zero (0) or one (1). When selecting ‘1’, you can then configure the item and select the PGs, agents, etc., in the required type and quantity, as follows: ●

Media kit: Select the desired release. You can order only one ICM media kit at a time. The media kit will dynamically be composed, based on what licenses are ordered.

●

IPCC Gateway licenses (Unified CC Gateway licenses). Select the number and type of Unified CC Gateway licenses required

●

ACD PG licenses. Select the number and types of ACD PG licenses required.

●

ICM Regular Agent licenses. Available in 4 tiers. Note that only the applicable minimum number of agents can be ordered for each tier. There is a second level option class for Desktop licenses. It is possible to select ‘no desktop’. You can mix different types of desktops (or no desktop) as long as the total aligns with the number of Regular ICM Agents selected. For example, when ordering 100 Regular Agent licenses, you can select 50 of those to have the CTI Toolkit Desktop license and 50 to be Siebel agents. The ordering system will force you to select a total amount that is equal to the number of Agent licenses ordered.

●

Third Party IVR licenses. Available in 4 tiers. Note that only the applicable minimum number of ports can be ordered for each tier.

For convenience, the ICME-BUNDLE top-level part also lists some other components that are optional and can be part of a Unified ICM Enterprise solution: ●

ICM Blind Network Transfer license Order one license per Unified ICM Enterprise system. See section 9.1.2.2 for details.

Note that Non-production licenses (see section 6.5) cannot be ordered as part of an ICME-BUNDLE. These licenses need to be added separately to an order using the product numbers provided in the sections above.

7.3

Upgrades and Migrations

Under ICME-AGENTS, a ‘Desktop Migration’ option class is offered to order additional desktop licenses without ordering Agent licenses. There are two types of licenses in that option class: 

To order desktop licenses for previously ordered regular agent licenses without desktop.



To order licenses for migrations between various CRM Connector Desktops, for example in case a customer migrates from one CRM vendor to another or from CTI Toolkit to a CRM Connector.

Product Numbers

Description

ICME-CTITOOLKIT

CTI Toolkit License for ICME Regular Agent

ICME-SIEBELCRM

ICME Cisco Siebel Connector License for Regular Agent

List Price ($US) $900 $1,300

© 2018 Cisco and/or its s. All rights reserved. Cisco Confidential. For Channel Partner Use Only. Not for public distributio n. Pricing subject to change. January 23, 2018

Page 91 of 109

, 2017

Page 91 of 109

Ordering Guide

ICME-SIEBELCRM-M

Migrate Existing CTI Toolkit or CRM Connector to Cisco Siebel Connector

$650

ICME-CTITOOLKIT-M

Migrate Existing CRM Connector to CTI Toolkit

$400

7.4

Migration from Previous Licensing Methods

This section describes how customers that have purchased Unified ICM Enterprise licenses under an older licensing scheme should be treated when expanding their system or renewing maintenance using the new maintenance product numbers. The basic rules for ‘translating’ older Unified ICM Enterprise licenses into new ones are very straightforward. The table below provides the main relationships: Older item

New Item

ICM Enterprise Standard Agent license (ICME-STDAGT-Tx-L)

Regular ICM Enterprise Agent license (ICME-REGAGTTx)

ICM Enterprise 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, Toolkit Desktop, Siebel Agent, Supervisor Toolkit, Cisco Agent Desktop, 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

All other items, such as:

These items do not translate into any current license. All functionality is included in the Agent licenses above.

ICME-BUNDLE, ICM Gateway licenses, Partitioning, Remote Server redundancy, ICM NICs, IVR PG (ICM-PIMIVR-L), istrative Workstation, HDS Option, Internet Script Editor Connection, 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. 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, for example moving from Aspect Call Center to Aspect Server

New ACD PG license

Connect a new ACD to an existing Unified ICM Enterprise

New ACD PG and new Regular Agent licenses and optionally Desktop licenses

Add a Gateway, NIC, Partitioning, istrative Workstation/HDS /ISE or other option to an existing Unified ICM Enterprise

Nothing. When customer has ICM Agent licenses in place, these components can now be deployed without additional licensing

Add CTI to existing ICM Voice Agents

Desktop license

Connect a new third-party IVR to ICM or add more IVR ports to an IVR that is currently connected to ICM

New IVR Port licenses

7.5

Non-Production Systems

The Unified ICM non-production bundle includes PG licenses, Agent and Desktop © 2018 Cisco and/or its s. All rights reserved. Cisco Confidential. For Channel Partner Use Only. Not for public distributio n. Pricing subject to change. January 23, 2018

Page 92 of 109

, 2017

Page 92 of 109

Ordering Guide

licenses, 2 CUIC reporting servers, 5 CUIC reporting s, Network Transfer licenses and Third party IVR Port licenses. All components can be used in reasonable quantities, but exclusively in non-production systems. Non-production use includes lab, demo and training purposes. Notes: ●

These licenses are only sold to end-customers who have ordered Unified ICM Enterprise production licenses, or to certified ATP Partners.

●

ICM NPS licenses do not have SWSS. End-customers and ATP Partners are allowed to use their production upgrade software to upgrade their NPS installation.

●

These licenses are priced differently for end-customers and ATP-certified partners. End-customers should only order the licenses with Product Numbers ending in ‘-EC’. ATP Partners should only order the Product Numbers ending in ‘-’ or ‘-DART=’.

●

The Certified Partner (‘-’) non-production bundles are only available for order by ATP Partners in theaters where the DART tool is not available. These bundles are only available from the Wholesale price list, which implies that they must be ordered through a Cisco distributor.

●

The ‘-DART=’ bundle is only available for ATP partners through the DART tool, for theaters where DART is used.

The table below lists the Non-Production bundles and their list price. Product Numbers

Description

List Price ($US)

ICME-NPSENT-EC

ICM ENT Non-Production Suite End Customer

$25,000

ICME-NPSENT-

ICM ENT Non-Production Suite Certified Partner

$0

ICME-NPSENT-DART=

ICM ENT Non-Production Suite DART

$200

Non-production bundles

7.6

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. Product Numbers

Description

List Price ($US)

ICME-PG-02

ICM ENTERPRISE ASPECT CALL CENTER PG

$50,000

ICME-PG-03

ICM ENT ASPECT SERVER PG

$50,000

ICME-PG-04

ICM ENTERPRISE AVAYA CMS PG

$50,000

ICME-PG-05

ICM ENTERPRISE AVAYA CMS-LESS PG

$50,000

ICME-PG-11

ICM ENT NORTEL SYMPOSIUM PG (INCL. AAS)

$70,000

ICME-REGAGT-T1

REGULAR ICM ENTERPRISE AGENT – TIER 1

$1,000

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

$1,300

ICME-SIEBELCRM-M

Migrate Existing CTI Toolkit or CRM Connector to Cisco Siebel Connector

$600

© 2018 Cisco and/or its s. All rights reserved. Cisco Confidential. For Channel Partner Use Only. Not for public distributio n. Pricing subject to change. January 23, 2018

Page 93 of 109

, 2017

Page 93 of 109

Ordering Guide

Product Numbers

Description

List Price ($US)

ICME-CTITOOLKIT-M

Migrate Existing CRM Connector to CTI Toolkit

$400

ICME-IVRPRT-T1-L

ICM ENT THIRD PARTY IVR PORT - TIER 1

$300

ICME-IVRPRT-T2-L

ICM ENT THIRD PARTY IVR PORT - TIER 2

$255

ICME-IVRPRT-T3-L

ICM ENT THIRD PARTY IVR PORT - TIER 3

$225

ICME-IVRPRT-T4-L

ICM ENT THIRD PARTY IVR PORT - TIER 4

$195

ICME-BNT

ICM ENTERPRISE BLIND NETWORK TRANSFER

$150,000

ICME-NPSENT-EC

ICM ENT Non-Production Suite End Customer

$25,000

ICME-NPSENT-DART=

ICM ENT Non-Production Suite DART

$200

ICME-NPSENT-

ICM ENT Non-Production Suite Channel Partner

$0

Notes: ●

Details on Software Service can be found here: http://www.cisco.com/go/swss.

© 2018 Cisco and/or its s. All rights reserved. Cisco Confidential. For Channel Partner Use Only. Not for public distributio n. Pricing subject to change. January 23, 2018

Page 94 of 109

, 2017

Page 94 of 109

Ordering Guide

8. Cisco Unified IP IVR 8.1

Overview of Unified IP IVR Licenses

Unified IP IVR licensing is based on per port licenses and Server Software Licenses. The Communications Sizing Tool (CUCST) at http://tools.cisco.com/cucst/. is required for any Cisco Unified Computing System based configuration. 8.1.1

Types of Unified IP IVR Licensing

There are two types of licenses for Unified IP: 1.

Port licenses

2.

Server Software licenses

Licenses are obtained by purchasing the appropriate product ID for number of ports desired. Unified IP IVR Licenses There is only one type of port license. Port licenses are required for all inbound voice callers in a Unified IP IVR deployment. Ports licenses are also required for when IP IVR is deployed as a Queuing platform with Center Enterprise. Customers should order enough ports to accommodate the maximum number of simultaneous calls at any given time. Unified IP IVR HA Server Software Licensing Deployment of High Availability for IP IVR requires a single server software license and the HA server software license. Note: High Availability is not ed when IP IVR is deployed in a CCE environment. See CCE SRND for alternative failover mechanisms.

8.2 8.2.1

Upgrading To a Later Cisco Unified IP IVR Release 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. 8.2.2

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 Service (SWSS) contract are entitled to upgrade from their current release to a later release using the Cisco Product ol (PUT) at http://tools.cisco.com/gct/Upgrade/jsp/index.jsp. ESW or SWSS service contracts provide entitlement to TAC and upgrades to minor, maintenance and service releases. UCSS and SWSS contracts provide entitlement to any major release.

© 2018 Cisco and/or its s. All rights reserved. Cisco Confidential. For Channel Partner Use Only. Not for public distributio n. Pricing subject to change. January 23, 2018

Page 95 of 109

, 2017

Page 95 of 109

Ordering Guide

8.1

Ordering Unified IP IVR 11.6 production Licenses

Please refer to the section on Ordering Unified IPIVR 11.0 for information on how to order IP IVR 11.6 as the part numbers are identical.

8.2

Ordering Unified IP IVR 11.5 production Licenses

Please refer to the section on Ordering Unified IPIVR 11.0 for information on how to order IP IVR 11.5 as the part numbers are identical.

8.3

Ordering Unified IP IVR 11.0 production Licenses

Ordering New and Add Using Cisco Online Configuration & Ordering Tools Unified IP IVR 11.0 s 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 11.0 (IVR-11-LIC-K9)

●

Configuring Add-On Orders Unified IP IVR 11.0 (IVR-11-ADD-K9)

Note: All IP IVR server software ships with 5 free IP IVR ports. You will need to buy at least 1 additional port to complete your configuration. 8.3.1

Ordering Unified IP IVR Not for Resale (NFR) Licenses

Unified IP IVR 11.0 NFR kits are available for use in Cisco and Cisco partner labs. Please note that Unified IP IVR 11.0 NFR kits may never be deployed on customer premises for any reason without prior Unified IP IVR Product Manager approval. Unified IP IVR NFR kits provide server software (with High Availability) and five ports of Unified IP IVR. Please order IVR-11-NFR=. 8.3.2

Ordering Customer Non-Production Systems

Unified IP IVR 11.0 does not have product IDs for purchase of customer non-production systems. All such systems must be ordered using ‘New’ product IDs and pricing. 8.3.3

8.3.3.1

Upgrading to Unified IP IVR 11.0 Licenses from a Previous IP IVR Release

Upgrading Unified IP IVR Licenses Using Purchased Product IDs

Any previous 3.X, 4.X, 5.x, 6.x, 7.x, 8.x, 9.0 or 10.x customer may choose to purchase a la carte upgrade licenses to upgrade their existing release to 11.0. Please note that only IP IVR 9.0 and later can upgrade directly to 10.0. IP IVR 8.x customers can use IP IVR 10.x as an interim path to IP IVR 11.0. Lastly, there is no upgrade path from IP IVR versions 7.0 and earlier to 11.0. Upgrades from these releases will require fresh installs with no data migration.

8.3.3.2

Upgrading Unified IP IVR Licenses to Unified IP IVR 11.0 Using UCCS or SWSS

Any customer with a valid Unified Communications Software Subscription(UCSS) or Software Service (SWSS) contract may Unified IP IVR 11.0 via the

© 2018 Cisco and/or its s. All rights reserved. Cisco Confidential. For Channel Partner Use Only. Not for public distributio n. Pricing subject to change. January 23, 2018

Page 96 of 109

, 2017

Page 96 of 109

Ordering Guide

Cisco Product ol (PUT). 8.3.4

Product ID Summary Table for Unified IP IVR Product IDs

This section contains a summary table for Unified IP IVR 11.0 product numbers and applicable maintenance items.

8.3.4.1

Ordering New and Add-On IP IVR 11.0

The table below contains those product IDs that will enable configuring and order all the software required for any Unified IP IVR deployment. Product Number

Description

List Price

IVR-11-SYS-K9

IVR 11.0 NEW IP IVR

$0

IVR-11-NEW-SS-LIC

IVR 11.0 New IP IVR Single Server Qty 1 License Only

$4995

IVR-11-HA-LIC

IVR 11.0 New IP IVR HA Qty 1 License

$9995

IVR-11-PORT1

IVR 11.0 Port

$1195

IVR-11-ADD-K9

IVR 11.0 ADDON

$0

8.3.4.2

Configurable Upgrade Product IDs

The table below contains product IDs to configure and order upgrades to Cisco Unified IP IVR 11.0. Product Number

Description

List Price

IVR-11-UPG-K9

IVR 11.0 Upgrade IP IVR

$0

IVR-11-SS-UPG

IVR 11.0 Upgrade IP IVR Server License Only

$2495

IVR-11-HA-UPG

IVR 11.0 Upgrade IP IVR HA License Only

$8995

IVR-11-PORT-UPG

IVR 11.0 Upgrade Port

$595

8.3.4.3

Upgrading with a Unified Communications Software Subscription Service (UCSS) or Software Service (SWSS) via Cisco’s Product ol (PUT)

The table below contains the product IDs used to order upgrades to Cisco Unified IP IVR 10.0 using the Cisco Product ol. Please note that only IP IVR 9.0 and later can upgrade directly to 10.0. IP IVR 8.x customers can use IP IVR 10.x as an interim path to IP IVR 11.0. Lastly, there is no upgrade path from IP IVR versions 7.0 and earlier to 11.0. Upgrades from these releases will require fresh installs with no data migration. These upgrades will require fresh installs with no data migration. Any interim upgrade that is required must be ordered. Product Number

Description

IVR-UPG-3X-11K9=

IVR 3.X to 11.0 Upgrade

IVR-UPG-4X-11K9=

IVR 4.X to 11.0 Upgrade

IVR-UPG-50-11K9=

IVR 5.0 to 11.0 Upgrade

© 2018 Cisco and/or its s. All rights reserved. Cisco Confidential. For Channel Partner Use Only. Not for public distributio n. Pricing subject to change. January 23, 2018

Page 97 of 109

, 2017

Page 97 of 109

Ordering Guide

Product Number

Description

IVR-UPG-60-11K9=

IVR 6.0 to 11.0 Upgrade

IVR-UPG-70-11K9=

IVR 7.0 to 11.0 Upgrade

IVR-UPG-80-11K9=

IVR 8.0 to 11.0 Upgrade

IVR-UPG-85-11K9=

IVR 8.5 to 11.0 Upgrade

IVR-UPG-90-11K9=

IVR 9.0 to 11.0 Upgrade

IVR-UPG-10-11K9=

IVR 10.0 to 11.0 Upgrade

IVR-UPG-HA4X-11K9=

IVR HA 4.0 HA to 11.0 HA

IVR-UPG-HA50-11K9=

IVR HA 5.0 HA to 11.0 HA

IVR-UPG-HA60-11K9=

IVR HA 6.0 HA to 11.0 HA

IVR-UPG-HA70-11K9=

IVR HA 7.0 HA to 11.0 HA

IVR-UPG-HA80-11K9=

IVR HA 8.0 HA to 11.0 HA

IVR-UPG-HA85-11K9=

IVR HA 8.5 HA to 11.0 HA

IVR-UPG-HA90-11K9=

IVR HA 9.0 HA to 11.0 HA

IVR-UPG-HA10-11K9=

IVR HA 10.0 HA to 11.0 HA

8.3.4.4

NFR Kit Product IDs

The table below contains NFR Kit Product IDs. Product Number

Description

IVR-11-NFR=

IVR 11.0 Not for Resale HA

8.4

List Price

$

100

Ordering Unified IP IVR 10.0 production Licenses

Note: The procedure for ordering IPIVR 10.6(1) is identical to ordering IPIVR 10.0(1). Cisco will ship the latest version of the IP IVR 10.x software – 10.6 in this case.

Ordering New and Add Using Cisco Online Configuration & Ordering Tools Unified IP IVR 10.0 s 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 10.0 (IVR-10-LIC-K9)

●

Configuring Add-On Orders Unified IP IVR 9.0 (IVR-10-ADD-K9)

Note: All IP IVR server software ships with 5 free IP IVR ports. You will need to buy at least 1 additional port to complete your configuration. 8.4.1

Ordering Unified IP IVR Not for Resale (NFR) Licenses

Unified IP IVR 10.0 NFR kits are available for use in Cisco and Cisco partner labs. Please note that Unified IP IVR 10.0 NFR kits may never be deployed on customer premises for any reason without prior Unified IP IVR Product Manager approval. Unified IP IVR NFR kits provide server software (High Availability) and five ports of Unified IP IVR.

© 2018 Cisco and/or its s. All rights reserved. Cisco Confidential. For Channel Partner Use Only. Not for public distributio n. Pricing subject to change. January 23, 2018

Page 98 of 109

, 2017

Page 98 of 109

Ordering Guide

Please order IVR-10-NFR=. 8.4.2

Ordering Customer Non-Production Systems

Unified IP IVR 10.0 does not have product IDs for purchase of customer non-production systems. All such systems must be ordered using ‘New’ product IDs and pricing. 8.4.3

8.4.3.1

Upgrading to Unified IP IVR 10.0 Licenses from a Previous IP IVR Release

Upgrading Unified IP IVR Licenses Using Purchased Product IDs

Any previous 3.X, 4.X, 5.x, 6.x, 7.x, 8.x or 9.0 customer may choose to purchase a la carte upgrade licenses to upgrade their existing release to 10.0. Please note that only IP IVR 8.0, 8.5 or 8.5 can upgrade directly to 10.0. Other IP IVR versions must first upgrade via ed paths to 10.0. Lastly, there is no upgrade path from IP IVR versions 3.x, 4.x and 6.0 to 10.0. Upgrades from these releases will require fresh installs with no data migration.

8.4.3.2

Upgrading Unified IP IVR Licenses to Unified IP IVR 10.0 Using UCCS or SWSS

Any customer with a valid Unified Communications Software Subscription(UCSS) or Software Service (SWSS) contract may Unified IP IVR 10.0 via the Cisco Product ol (PUT). 8.4.4

Product ID Summary Table for Unified IP IVR Product IDs

This section contains a summary table for Unified IP IVR 10.0 product numbers and applicable maintenance items.

8.4.4.1

Ordering New and Add-On IP IVR 10.0

The table below contains those product IDs that will enable configuring and order all the software required for any Unified IP IVR deployment. Product Number

Description

List Price

IVR-10-SYS-K9

IVR 10.0 NEW IP IVR

$0

IVR-10-NEW-SS-LIC

IVR 10.0 New IP IVR Single Server Qty 1 License Only

$4995

IVR-10-HA-LIC

IVR 10.0 New IP IVR HA Qty 1 License

$9995

IVR-10-PORT1

IVR 10.0 Port

$1195

IVR-10-ADD-K9

IVR 10.0 ADDON

$0

8.4.4.2

Configurable Upgrade Product IDs

The table below contains product IDs to configure and order upgrades from Unified IP IVR 3.x, 4.x, 5.x, 6.x, 7.x, 8.x and 9.0 to Cisco Unified IP IVR 10.0. Please note that only IP IVR 8.0, IP IVR 8.5 and IP IVR 9.0 can upgrade directly to 10.0. IP IVR versions 5.0 and 7.0 must first upgrade via ed paths (8.0 and 9.0 respectively) to 10.0. Lastly, there is no upgrade path from IP IVR versions 3.x, 4.x and 6.0 to 9.0. These upgrades will require fresh installs with no data migration.

© 2018 Cisco and/or its s. All rights reserved. Cisco Confidential. For Channel Partner Use Only. Not for public distributio n. Pricing subject to change. January 23, 2018

Page 99 of 109

, 2017

Page 99 of 109

Ordering Guide

Product Number

Description

List Price

IVR-10-UPG-K9

IVR 10.0 Upgrade IP IVR

$0

IVR-10-SS-UPG

IVR 10.0 Upgrade IP IVR Server License Only

$2495

IVR-10-HA-UPG

IVR 10.0 Upgrade IP IVR HA License Only

$8995

IVR-10-PORT-UPG

IVR 10.0 Upgrade Port

$595

8.4.4.3

Upgrading with a Unified Communications Software Subscription Service (UCSS) or Software Service (SWSS) via Cisco’s Product ol (PUT)

The table below contains the product IDs used to order upgrades to Cisco Unified IP IVR 10.0 using the Cisco Product ol. Please note that only IP IVR 8.0, IP IVR 8.5 and IP IVR 9.0 can upgrade directly to 10.0. IP IVR versions 5.0 and 7.0 must first upgrade via ed paths (8.0 and 9.0 respectively) to 10.0. Lastly, there is no upgrade path from IP IVR versions 3.x, 4.x and 6.0 to 9.0. These upgrades will require fresh installs with no data migration. Any interim upgrade that is required must be ordered. Product Number

Description

IVR-UPG-3X-10K9=

IVR 3.X to 10.0 Upgrade

IVR-UPG-4X-10K9=

IVR 4.x to 10.0 Upgrade

IVR-UPG-50-10K9=

IVR 5.0 to 10.0 Upgrade

IVR-UPG-60-10K9=

IVR 6.0 to 10.0 Upgrade

IVR-UPG-70-10K9=

IVR 7.0 to 10.0 Upgrade

IVR-UPG-80-10K9=

IVR 8.0 to 10.0 Upgrade

IVR-UPG-85-10K9=

IVR 8.5 to 10.0 Upgrade

IVR-UPG-90-10K9=

IVR 9.0 to 10.0 Upgrade

IVR-UPG-HA4X-10K9=

IVR HA 4.0 HA to 10.0 HA

IVR-UPG-HA50-10K9=

IVR HA 5.0 HA to 10.0 HA

IVR-UPG-HA60-10K9=

IVR HA 6.0 HA to 10.0 HA

IVR-UPG-HA70-10K9=

IVR HA 7.0 HA to 10.0 HA

IVR-UPG-HA80-10K9=

IVR HA 8.0 HA to 10.0 HA

IVR-UPG-HA85-10K9=

IVR HA 8.5 HA to 10.0 HA

IVR-UPG-HA90-10K9=

IVR HA 9.0 HA to 10.0 HA

8.4.4.4

NFR Kit Product IDs

The table below contains NFR Kit Product IDs. Product Number

Description

IVR-10-NFR=

IVR 10.0 Not for Resale HA

List Price

$

100

© 2018 Cisco and/or its s. All rights reserved. Cisco Confidential. For Channel Partner Use Only. Not for public distributio n. Pricing subject to change. January 23, 2018

Page 100 of 109

, 2017

Page 100 of 109

Ordering Guide

9. Cisco Remote Expert Mobile and Co-browse This section provides licensing and ordering information for Remote Expert Mobile and Remote Expert Co-browse. Remote Expert Mobile is a software solution that enables personal and actionable customer interactions within mobile & web applications. From simple click-to video/voice call to a full collaborative experience (screen share, cobrowse, remote control, content push, annotation and form-fill) interconnected to a full collaboration and center environment. Remote Expert Co-browse provides the capability to enable sharing/co-browsing on top of any voice/video interaction (mobile/pstn etc.). One can upgrade their RE Co-browse deployments to RE Mobile deployments with the upgrade PIDs. Please note that Cisco Remote Expert and Cobrowse requires Cisco Unified Communication Manager and/or Cisco Center Enterprise/ Packaged Center Enterprise and Center Express to offer the full range of features. Note: The top part numbers are IPCE-REMOB/CCX-REMOB and IPCE-RECOB/CCXRECOB.

9.1

Remote Expert Mobile for Unified CCX customers

Unified CCX customers who require Remote Expert Mobile will use the following part numbers. The top part number is CCX-REMOB under bundle CCX-10-SYS-K9. Product Numbers

Description

List Price ($US)

CCX-REMOB-SAGT5-L

First time customer, Concurrent session licenses, min Qty 5

$1,500

CCX-REMOB-SAADD-L

Add on for returning customers, Concurrent session licenses

$1.500

CCX-REMOB-KIT-K9

Qty 1 Remote Expert Mobile Media Kit - NO LICENSES

CCX-REMOB-SVR

Qty 1, auto expanded – NO LICENSES

$0

CCX-REMOB-SAGT-LC

Qty 1, auto expanded – NO LICENSES

$0

$100

For Remote Expert Mobile functionality with Unified CCX, customers should have same number of Agent license. 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] (e.g. ordering 10 session it will be $1500*10)

2.

Select Qty1 for CCX-REMOB-KIT-K9

3.

Auto selected Qty1 for CCX-REMOB-SVR and CCX-REMOB-SAGT-LC

4.

Order corresponding SWSS licenses

5.

Now returning to add 5 more concurrent session to an existing RE Mobile deployment [CCX-REMOB-SAADD-L * number of session required] (e.g. ordering 5 session it will be $1500*5)

SWSS for Remote Expert Mobile is covered in the SWSS ordering guide. See chapter 12.

9.2

Remote Expert Mobile for Unified CCE, Packaged Center and UCM customers

Unified CCE, Packaged Center and UCM customers who require Remote Expert Mobile will use the following part numbers. Top part number is IPCE-REMOB. For Unified CCE it’s under the IPCE-BUNDLE. Product Numbers

Description

IPCE-REMOB-SAGT5-L IPCE-REMOB-SAADD-L IPCE-REMOB-KIT-K9 IPCE-REMOB-SVR IPCE-REMOB-SAGT-LC

First time customer, Concurrent session licenses, min Qty 5 Add on for returning customers, Concurrent session licenses Qty 1 Remote Expert Mobile Media Kit - NO LICENSES Qty 1, auto expanded – NO LICENSES Qty 1, auto expanded – NO LICENSES

List Price ($US) $1,500 $1.500 $100 $0 $0

© 2018 Cisco and/or its s. All rights reserved. Cisco Confidential. For Channel Partner Use Only. Not for public distributio n. Pricing subject to change. January 23, 2018

Page 101 of 109

, 2017

Page 101 of 109

Ordering Guide

For Remote Expert Mobile functionality with Unified CCE and Packaged center, customers should have same number of Agent license. For Remote Expert Mobile functionality with UCM, customers should have UCM licenses. Example: First time ordering 10 concurrent session of Remote Expert Mobile with Unified CCE, Packaged center or UCM and then adding 5 more licenses later 1.

Concurrent session licenses [IPCE-REMOB-SAGT5-L * number of session required] (e.g. ordering 10 session it will be $1500*10)

2.

Select Qty1 for IPCE-REMOB-KIT-K9

3.

Auto selected Qty1 for IPCE-REMOB-SVR and IPCE-REMOB-SAGT-LC

4.

Order corresponding SWSS license

5.

Now returning to add 5 more concurrent session to an existing RE Mobile deployment - [IPCE-REMOB-SAADD-L * number of session required] (e.g. ordering 5 session it will be $1500*5)

SWSS for Remote Expert Mobile is covered via the SWSS ordering guide. See chapter 12.

9.3

Remote Expert Mobile Bundles

Remote Expert Mobile 5 concurrent session licenses promotional bundles are also available at discounted rate. The below part numbers are applicable with CC and UC platforms (Unified CCE/PCCE/CCX/CUCM). SWSS for Remote Expert Mobile bundles are covered via the SWSS ordering guide. Product Numbers

Description

List Price ($US)

CCX-REMOB-B5

5 licenses promotional bundle for CCX customers

$4000

IPCE-REMOB-B5

5 licenses promotional bundle for CCE/PCCE/CUCM customers

$4000

9.4

Remote Expert Co-browse for Unified CCX customers

Unified CCX customers who require Remote Expert Co-browse will use the following part numbers. The top part number is CCX-RECOB. Product Numbers

Description

List Price ($US)

CCX-RECOB-SAGT5-L

First time customer, Concurrent session licenses, min Qty 5

$700

CCX-RECOB-SAADD-L

Add on for returning customers, Concurrent session licenses

$700

CCX-RECOB-KIT-K9

Qty 1 Remote Expert Mobile Media Kit - NO LICENSES

$100

CCX-RECOB-SVR

Qty 1, auto expanded – NO LICENSES

$0

CCX-RECOB-SAGT-LC

Qty 1, auto expanded – NO LICENSES

$0

CCX-REMOB-UPG

Upgrade RE Co-browse to RE Mobile, min Qty5 to max= no. of RE Co-browse lic purchased till date

$1,000

For Remote Expert Co-browse functionality with Unified CCX, customers should have same # of Agent license. Example: First time ordering 10 concurrent session of Remote Expert Co-browse with Unified CCX and then adding 5 more concurrent licenses later 1.

Concurrent session licenses [CCX-RECOB-SAGT5-L * number of session required] (e.g. ordering 10 session it will be $700*10)

2.

Select Qty1 for CCX-RECOB-KIT-K9

3.

Auto selected Qty1 for CCX-RECOB-SVR and CCX-RECOB-SAGT-LC

4.

Order corresponding SWSS license

5.

Now returning to add 5 more concurrent session to an existing RE Cobrowse deployment - [CCX-RECOB-SAADD-L * number of session required] (e.g. ordering 5 session it will be $700*5)

© 2018 Cisco and/or its s. All rights reserved. Cisco Confidential. For Channel Partner Use Only. Not for public distributio n. Pricing subject to change. January 23, 2018

Page 102 of 109

, 2017

Page 102 of 109

Ordering Guide

SWSS for Remote Expert Co-browse is covered via the SWSS ordering guide.

9.5

Remote Expert Co-browse for Unified CCE, Packaged Center and UCM customers

Unified CCE, Packaged Center and UCM customers who require Remote Expert Co-browse will use the following part numbers. Top part number is IPCE-RECOB. For Unified CCE it’s under the IPCE-BUNDLE. Product Numbers

Description

List Price ($US)

IPCE-RECOB-SAGT5-L

First time customer, Concurrent session licenses, min Qty 5

$700

IPCE-RECOB-SAADD-L

Add on for returning customers, Concurrent session licenses

$700

IPCE-RECOB-KIT-K9

Qty 1 Remote Expert Mobile Media Kit - NO LICENSES

$100

IPCE-RECOB-SVR

Qty 1, auto expanded – NO LICENSES

$0

IPCE-RECOB-SAGT-LC

Qty 1, auto expanded – NO LICENSES

$0

IPCE-REMOB-UPG

Upgrade RE Co-browse to RE Mobile, min Qty5 to max= no. of RE Co-browse lic purchased till date

$1,000

For Remote Expert Co-browse functionality with Unified CCE and Packaged center, customers should have same # of Agent license. For Remote Expert Co-browse functionality with UCM, customers should have UCM license. Example: First time ordering 10 concurrent session of Remote Expert Co-browse with Unified CCE, Packaged center or UCM and then adding 5 more licenses later 1.

Concurrent session licenses [IPCE-RECOB-SAGT5-L * number of session required] (e.g. ordering 10 session it will be $700*10)

2.

Select Qty1 for IPCE-RECOB-KIT-K9

3.

Auto selected Qty1 for IPCE-RECOB-SVR and IPCE-RECOB-SAGT-LC

4.

Order corresponding SWSS license

5.

Now returning to add 5 more concurrent session to an existing RE Cobrowse deployment - [IPCE-RECOB-SAADD-L * number of session required] (e.g. ordering 5 session it will be $700*5)

SWSS for Remote Expert Co-browse is covered via the SWSS ordering guide.

9.6

Remote Expert Mobile and Co-browseNon-Production Suites

Remote Expert Mobile and Co-browse offers both customer and partner versions of NonProduction Kits. Non-production suites provide Media and RTU with five concurrent session licenses. The below part numbers are applicable with CC and UC platforms (Unified CCE/PCCE/CCX/CUCM). 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

$2,000

© 2018 Cisco and/or its s. All rights reserved. Cisco Confidential. For Channel Partner Use Only. Not for public distributio n. Pricing subject to change. January 23, 2018

Page 103 of 109

, 2017

Page 103 of 109

Ordering Guide

10. Cisco Unified Computing Systems (UCS) Cisco Center products Cisco Unified Computing Systems (UCS). It is a part of the overall Cisco Collaboration Technology Group (CTG) Unified Communications on Unified Computing Systems (UC on UCS) program. Particular Center products/applications UCS servers at a different time. See http://www.cisco.com/go/virtualized-collaboration for more information. Center products use the CTG UCS SKUs. The CTG UCS configuration and ordering information can be found at these sites: www.cisco.com/go/collaborationordering www.cisco.com/go/be7000 www.cisco.com/go/cucm

© 2018 Cisco and/or its s. All rights reserved. Cisco Confidential. For Channel Partner Use Only. Not for public distributio n. Pricing subject to change. January 23, 2018

Page 104 of 109

, 2017

Page 104 of 109

Ordering Guide

11. Customer Care SolutionsPlus Products Cisco SolutionsPlus is a resale program that enables select 3rd party products that integrate to Cisco customer solutions to be ordered from Cisco (resellers). Information on ordering these products can be found in the Ordering Guide for Customer Care SolutionsPlus.

© 2018 Cisco and/or its s. All rights reserved. Cisco Confidential. For Channel Partner Use Only. Not for public distributio n. Pricing subject to change. January 23, 2018

Page 105 of 109

, 2017

Page 105 of 109

Ordering Guide

12. Software Services Cisco has replacing Essential Software (ESW) and Unified Communications Software Subscription (UCSS), with a single contract under the name Software Services (SWSS), from Sep 22, 2014 onwards. For more information about Software Services, refer to http://www.cisco.com/go/swss

© 2018 Cisco and/or its s. All rights reserved. Cisco Confidential. For Channel Partner Use Only. Not for public distributio n. Pricing subject to change. January 23, 2018

Page 106 of 109

, 2017

Page 106 of 109

Ordering Guide

13. Cisco Services 13.1 Cisco Unified Communications Services Gain an accelerated return on investment for Cisco Unified Communications deployments with a resilient, converged network that meets business needs. Using the Cisco Lifecycle Services approach, Cisco and its channel partners provide a broad portfolio of unified communications services that address all aspects of network deployment, operation, and optimization. Information about how to order Cisco Unified Communications Services can be found in the Cisco Services Ordering Guide at the following location: http://www.cisco.com/en/US/partner/products/svcs/ps2961/ps2664/serv_group_home.ht ml.

13.2 Cisco Unified Communications Services—Tools for Quoting and Ordering 13.2.1

Cisco Service Contract Center

Cisco Service Contract Center, the next generation of service management, helps you increase profitability and efficiency by simplifying the way you manage and sell your Cisco service contracts. Now there is one simple and easy-to-use Web-based solution you can use to quote and book your service orders and manage your service contracts and renewal opportunities. Cisco Service Contract Center helps you accelerate your business by allowing you to focus your attention on selling and on servicing your customers instead of waiting for reports, searching for information, reconciling prices, reentering quotes, solving problems, and cleaning up contracts. Access the Cisco Service Contract Center at the following location: http://www.cisco.com/public/scc/.

© 2018 Cisco and/or its s. All rights reserved. Cisco Confidential. For Channel Partner Use Only. Not for public distributio n. Pricing subject to change. January 23, 2018

Page 107 of 109

, 2017

Page 107 of 109

Ordering Guide

14. Cisco Capital Financing The significant benefits offered by Cisco Unified Communications make it the natural choice to replace traditional PBX systems. As with any technology investment, the question is the affordability of the new system. The answer is financing from Cisco Capital. Whether through flexible repayments matching expenditure to benefit, mitigating cash flow issues, or negating capital expenditure with an operating lease, we can give you access to the right Unified Communications technology for your business, right when you need it.

14.1 Removing Sales Barriers: Typically, Cisco Capital can help remove or reduce the barriers preventing organizations from obtaining the technology that can most benefit their businesses. Cisco Capital can: ●

Remove cash flow issues, allowing the company to spread the cost of its investment over a number of years

●

Offer flexible repayment matching expenditure to benefits, which means that payments can be timed to coincide with business benefits that may be seen later in the project, or deferred to meet a company’s budget cycle

●

Turn capital expenditures into operating expenditures through an operating lease that enables companies to benefit from the residual value of the technology upfront and because no one knows Cisco equipment like Cisco, you can be sure of marketleading 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

14.2 Tips for Taking Advantage of Financing to Accelerate and Close More Business: ●

Consider financing early in the deal cycle: This will save time later and help get you paid faster.

●

Get your customer preapproved for a credit line with Cisco Capital: By showing the customer they can afford more than they thought they could, you can pave the way early on for growing the deal size. It is recommended you do this as early as possible in the customer discussions/deal cycle.

●

Provide a lease quote with every proposal: You can do this by ing your local Cisco Capital team. And, in some markets, Web-based tools are available so you can quickly generate your own lease quotes.

14.3 For more information about Cisco Capital Financing 

For Channel Partners: http://www.cisco.com/web/ordering/ciscocapital/or6/order_finance_and_paymen ts_concept_home.html



For Cisco Field: http://wwwin.cisco.com/Fin/csc/

© 2018 Cisco and/or its s. All rights reserved. Cisco Confidential. For Channel Partner Use Only. Not for public distributio n. Pricing subject to change. January 23, 2018

Page 108 of 109

, 2017

Page 108 of 109

Ordering Guide

Printed in USA

C78-331727-01 02/16

© 2018 Cisco and/or its s. All rights reserved. Cisco Confidential. For Channel Partner Use Only. Not for public distributio n. Pricing subject to change. January 23, 2018

Page 109 of 109

, 2017

Page 109 of 109