Sales Orders and Billing

How sales orders are related to licenses

The Genesys sales order process is based on part numbers. Genesys maps these part numbers internally to the appropriate PureConnect licenses to ensure that all appropriate capabilities and features are enabled for use.

The following table provides examples of keys in the license file that apply to a user or station.

Access Licenses
4.0 Part Number	Number of Assigned Licenses	Number of Pooled Licenses	Description	4.0 Key
SW-001- 4.0-AL01	0	25	Basic Station	I3_LICENSE_BASIC_STATION (1)
SW-001- 4.0-AL02	5	0	Business Client	I3_LICENSE_BASIC_STATION (1) I3_ACCESS_CLIENT (1)
SW-001- 4.0-AL03	5	25	Phone-only Call Center	I3_LICENSE_BASIC_STATION (1) I3_ACCESS_ACD_MEDIA_1 (1)
SW-001- 4.0-AL04	5	25	Contact Center Level 1	I3_LICENSE_BASIC_STATION (30) I3_ACCESS_CLIENT (5) I3_ACCESS_ACD_MEDIA_1 (5) I3_ACCESS_CLIENT_CONCURRENT (25) I3_ACCESS_ACD_MEDIA_1_CONCURRENT (25)
Access Add-on Licenses
SW-001- 4.0-AA01	2	0	Interaction Supervisor Add-on	I3_ACCESS_DIALER_SUPERVISOR_PLUGIN (1) I3_ACCESS_WORKGROUP_SUPERVISOR_PLUGIN (1) I3_ACCESS_HISTORICAL_REPORT_SUPERVISOR_PLUGIN (1)
SW-001- 4.0-AA02	1	1	Interaction Scripter Add-on	I3_ACCESS_INTERACTION_SCRIPTER_ADDON (1)
SW-001- 4.0-AA17	2	2	Interaction Report Assistant	I3_ACCESS_REPORT_ASSISTANT_SUPERVISOR_PLUGIN (1)

How license assignment impacts billing

Users and add-ons

License usage for PureConnect has two main categories: Agent and Business User. These categories are mutually exclusive in that a particular user cannot count as both an agent and a business user. A user's assigned licenses establish the user as either an Agent or Business User. PureConnect considers all other license usage categories as add-ons for Agents only. If PureConnect counts a user for any particular agent add-on, PureConnect cannot count that user as a business user.

Usage calculation examples

• User Tina logs on and has the I3_CLIENT_ACCESS license (and nothing else). Tina's license category for her active session is BUSINESS USER.

• User Sam logs on and has the I3_CLIENT_ACCESS and I3_ACCESS_ACD_MEDIA_1 licenses. Sam's license category for his active session is AGENT.

• User Jane logs on and has the I3_CLIENT_ACCESS, I3_ACCESS_ACD_MEDIA_1, I3_ACCESS_ACD_MEDIA_3_PLUS, and I3_ACCESS_FEEDBACK licenses. Jane's license categories for her active session are AGENT, MULTI-CHANNEL, and FEEDBACK.

Categories and licenses

Agent and Business User categories

Category	Licenses
Business User	I3_CLIENT_ACCESS (and none of the following licenses)
Agent	I3_ACCESS_ACD_MEDIA_1 or any add-on license Example add-on licenses: I3_ACCESS_ACD_MEDIA_3_PLUS I3_ACCESS_FEEDBACK I3_ACCESS_DIALER_ADDON I3_ACCESS_RECORDER_QUALITYMONITORING I3_ACCESS_RECORDER_QUALITYMONITORING_AGENT ALL SUPERVISOR LICENSES

Agent add-on categories

Each license that you assign to a user impacts your monthly bill. We recommend that you only assign the licenses that the users needs.

 

Add-on Category	Licenses
Analyzer	I3_ACCESS_ANALYZER
CX Insights	I3_ACCESS_ANALYTICS_CORE
Dialer	I3_ACCESS_DIALER_ADDON
Feedback	I3_ACCESS_FEEDBACK
Multi Channel	I3_ACCESS_ACD_MEDIA_3_PLUS
Quality Manager	I3_ACCESS_RECORDER_QUALITYMONITORING I3_ACCESS_RECORDER_QUALITYMONITORING_AGENT
Recorder	I3_ACCESS_RECORDER
Salesforce Agent	I3_LICENSE_SALESFORCE, I3_LICENSE_SALESFORCE_BUSINESSUSER
Social Media ACD	I3_ACCESS_ACD_SOCIAL_MEDIA
Supervisor	I3_ACCESS_WORKGROUP_SUPERVISOR_PLUGIN I3_ACCESS_DIALER_SUPERVISOR_PLUS I3_ACCESS_HISTORICAL_REPORT_SUPERVISOR_PLUGIN I3_ACCESS_REPORT_ASSISTANT_SUPERVISOR_PLUGIN I3_ACCESS_SYSTEM_STATUS_SUPERVISOR_PLUGIN
Web Portal Agent	I3_ACCESS_IWP_USER_AGENT
Web Portal Supervisor	I3_ACCESS_IWP_USER_ENTERPRISE

Events and concurrent use

All usage tracking is based on watching for events - specifically logon and logoff events. The system doesn’t take the logged-on application or status into account in determining usage, just the applied licenses. When an event occurs, PureConnect looks at all the licenses that are active for a particular user and stores that in memory. For example, if an agent logs on to Interaction Connect, the system may find that they also have a supervisor license, a dialer license, or any other number of applied licenses. The system tracks concurrent use by determining whether the user is logged on to any application at a given time.

For example, the following table shows that John Smith was logged on with an active session from 8am to 4:30pm with I3_CLIENT_ACCESS, I3_ACCESS_ACD_MEDIA_1, and I3_ACCESS_RECORDER licenses. Active sessions apply towards the billing count.

Time	Event	Application	Applied Licenses	User Session Counter	Status is...	Active Session?
8 a.m.	Log on	ICBM	I3_CLIENT_ACCESS I3_ACCESS_ACD_MEDIA_1 I3_ACCESS_RECORDER	1	Gone home	Yes
8:30 a.m.	Log on	Connect	I3_CLIENT_ACCESS I3_ACCESS_ACD_MEDIA_1 I3_ACCESS_RECORDER	2	Available	Yes
3 p.m.	Log off	ICBM	I3_CLIENT_ACCESS I3_ACCESS_ACD_MEDIA_1 I3_ACCESS_RECORDER	1	Away from desk	Yes
3:30 p.m.	Log on	Desktop	I3_CLIENT_ACCESS I3_ACCESS_ACD_MEDIA_1 I3_ACCESS_RECORDER	2	Available	Yes
4 p.m.	Log off	Connect	I3_CLIENT_ACCESS I3_ACCESS_ACD_MEDIA_1 I3_ACCESS_RECORDER	1	Gone home	Yes
4:30 p.m.	Log off	Desktop	I3_CLIENT_ACCESS I3_ACCESS_ACD_MEDIA_1 I3_ACCESS_RECORDER	0	Gone home	No

Usage tracking

MyCloud is a self-service web portal that allows PureConnect customers to view and administer their PureConnect Cloud service. You can complete several common move, add, and change (MAC) administrative tasks from the MyCloud interface, and you can complete others using a Terminal Service Remote Access (TSRA) session.

For more information about accessing and using MyCloud, see the MyCloud Self-service documentation.