Interaction Web Portal licensing

License and configure users as described in the CIC Installation and Configuration Guide. There are now two license allocation methods: Assignable and Concurrent. The Assignable license allocation method is continued from previous versions of CIC.

For a single system you can allocate both Assigned and Concurrent licenses. However, all licenses for a specific user must be allocated as either Assigned or Concurrent. A standard assigned access license is consumed when assigned to the user or station and released when removed from the user or station. A concurrent access license is consumed when the user logs into the system and released when the user logs out of the system.

For more information, see:

• Assigned license allocation method
• Concurrent license allocation method

Several licenses are available for Interaction Web Portal:

• Server
• Organization
• Agent User
• Enterprise User
• Scheduled Reports

Note: Interaction Web Portal performs a daily check to identify whether you have exceeded your allowable Organization, Agent, or Enterprise license.If you exceed the licenses, Interaction Web Portal will log an error message in the Windows Application Event Log, identifying which licenses are out of compliance, the current number and type of available licenses, and the number of licenses identified. This event only appears if you exceed licenses, and an event for each license exceeded is generated. For example, “Total enterprise users have exceeded the total enterprise user license count, licenses: [{}] enterprise user: [{}]”.

Server license

This Server License a requirement for each CIC server at a customer site and allows the web portal subsystem to start on an CIC server and use the server’s features. Interaction Web Portal does not run without this license.

Organization license

This counted license dictates the number of organizations created. Multiple organizations can use Interaction Web Portal by segmenting the CIC server and keeping each organization’s data separate from other organizations.

Depending on your requirements, you may require multiple Organization licenses.For example, an outsourcer with 10 clients who require access to their recordings, reports, statistics, and live calls, but not data from other organizations would need 10 Organization licenses.

An organization may only need one Organization license.For example, an insurance company whose supervisors require access to the portal and agents in order to review call recordings only needs one Organization license.

Access licenses

Each user who will have access to Interaction Web Portal must have an access license. IWP has 2 types of access licenses: the IWP_Supervisor License and the IWP_Agent License.

IWP_Supervisor License

The IWP_Supervisory License is for users who want access to reporting, recordings, statistics and live call monitoring. Not all users must have access to each feature, but the IWP_Supervisor License allows for access to each of these features and is required for such access.

IWP_Agent License

An IWP_Agent License provides IWP access to agents in a contact center that would like the ability to listen to their own calls and review their scorecards. This provides agents a training opportunity to hear how they sound on the call and understand the scores that they receive.

Marquee license

To enable Interaction Marquee, install the Interaction Web Portal framework and apply this license.

Note: Interaction Web Portal is not required to use Interaction Marquee. You can apply an Interaction Marquee license only; however, you will not have access to Interaction Web Portal features such as recordings, reports, live call monitoring, and Interaction Statistics. In addition, systems without the I3_TENANT_IWP_ORGANIZATION license only have access to Interaction Marquee functionality.

Scheduled Reports license (optional)

To enable Scheduled Reports, install the Interaction Web Portal framework and apply this license. This license is required only if you want to run scheduled reports. If this license is enabled, Interaction Web Portal can configure, schedule and download reports.