Understanding UCCX Licensing Component, Capabilities & Attributes

Contact Center or Call Center products comes in two of flavors especially (licensed and open-source). Few organizations uses open source applications due to limited resources and cost whereas many opt for the licensed based Contact Center from the companies like Cisco, Avaya, Huawei etc.

UCCX (Cisco Unified Contact Center Express) is a product from Cisco which is single box solution. It comprises of different components within the box where as UCCE (Cisco Unified Contact Center Enterprise) is multi box solution which comprises of different roles and provides more features when compared to UCCX. Cisco has also introduced PCCE (Cisco Packaged Contact Center Enterprise) which is another good option for medium and large scale business with smaller hardware footprint and reduced time to install.

UCCX – Most of the enterprise business deploys UCCE whereas medium size or small size business with 400 agents or less deploys UCCX.

PCCE – If you have more than 400 agents and less than 2000 agents, then you can plan for PCCE.

UCCE – If you have more than 2000 agents than UCCE is the solution. PCCE can be upgraded to UCCE without much issues but UCCE cannot be downgraded to PCCE solution.

This article talks about UCCX Licensing:

The information in this document is based on UCCX Version 8.5x, but it is applicable for Versions 11.x and below as well.

UCCX installation DVD or ISO comes with some demo licenses and the demo license expires in 30 days.  This DVD contains 4 demo license files which are Standard, Premium, Enhanced and IPIVR.  You can extract the demo license from the ISO using 7zip or WinRAR application. The demo license file comes with a predefined Mac-Address in the license file i.e., “FFFFFFFFFFFF” which will of course not match with UCCX Server’s Mac-Address.

Licensing Package Component : Mandatory Licensing Components

 The main license package of the license purchased. i.e UCCX BASIC LICENSE, UCCX ENHANCED LICENSE or UCCX PREMIUM LICENSE and without this component in the license file the server would display a “Package None“.

Seat Component (Seats) : Mandatory Licensing Components

Another main component is Agent Seats component which is used for login an agent into the Cisco Finesse desktop or Cisco Agent Desktop. If you see the license file, it has the string “SEAT

Licensed Ports (Total IVR Ports) :

This is not a separate component in the license file. Enhanced license packages are dependent on the OVA configuration (100, 300 or 400 Standard IVR Ports) whereas in Premium packages are in the ratio 1 Seat : 2 Advanced IVR Ports (A license file with 10 Premium Seats gives you 20 Advanced IVR ports). You won’t find specific line about port specification in the license file.

Additional License Components (Optional):

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UCCX Licenses capabilities:

If you are planning for UCCX Licensing, it is good to decide the License type based on the features you need.

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Reading the License File – Features

The below screenshot has been taken from Premium demo license. The screenshot talks about the license attributes. Also refer to License Features table.

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The below table has information on License entries and it’s corresponding features.

Table: License Features

License Entry Feature Enabled
INCREMENT CRS_PREICDSRVR cisco 8.5 Server Premium Package core Enabled
INCREMENT CRS_PRE_SEAT cisco 8.5 Provisions Premium Agent Seats
INCREMENT CRS_EXP_PRE_WARM_STBY cisco 8.5 Enables High Availability
INCREMENT CRS_QM_SEAT cisco 8.5 Provisions Quality Management Seats
INCREMENT CRS_ADV_QM_SEAT cisco 8.5 Provisions Quality Management Seats
INCREMENT CRS_WFM_SEAT cisco 8.5 Provisions Quality Management Seats
INCREMENT CRS_CR_SEAT cisco 8.5 Provisions Quality Management Seats
INCREMENT CRS_OUTBOUND_IVR_PORT cisco 8.5 Provisions Outbound IVR ports (Predictive and Progressive only)
INCREMENT CRS_REC_PORT cisco 8.5 Provisions Recoding sessions for Media sense

 

How the UCCX License MAC is calculated?

UCCX License MAC is calculated with the below defined parameters which is unique to every server. If any of these parameters are changed, it can invalidate the License MAC of the server and the licenses will have to be re-hosted by Cisco Licensing.

UCCX License MAC Parameters

  • Time zone
  • NTP Server 1 (or ‘none’)
  • NIC speed (or ‘auto’)
  • Hostname
  • IP Address
  • IP Mask
  • Gateway Address
  • Primary DNS
  • SMTP Server (or ‘none’)
  • Certificate Information (Organization, Unit, Location, State, Country)

Verifying the License file

You can verify the installed license file in UCCX in two ways i.e., Web Page (GUI) or Command Line Interface (CLI).

Web-Page – To verify the license via Web Page:
  • Navigate to System >
  • Navigate to License Information >
  • Click on Display License(s)
Command Line Interface (CLI) – To verify the license via CLI:
  • Login to Command Line Interface via a SSH session
  • Enter the command “show uccx license” to display the license:

Deleting the License file

Licenses in UCCX can be either temporary or permanent. If you would like to delete the temporary license, it can be removed from the Web Page (GUI) whereas permanent licenses can be only removed from the Command Line Interface (CLI).

Command Usage : utils uccx delete license <licenseName>

Example :utils uccx delete license IPCC40LOCK201801232212498220.lic

It is always recommended to remove expired and invalid licenses. A reboot is required after the cleanup for all the changes to take effect.

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