Configuring employee licensing

Employees have access to the features and components of the starter pack with which they are affiliated, but can be restricted, using security role settings, from accessing any or all of these applications.

Employees consume a Contact Center or Workgroup Agent voice license when enabled to handle voice. Employees consume a Multimedia Agent license when they are enabled to handle non-voice media types. Licenses are removed when an employee’s ability to handle a media type is removed.

Licensed employees are reported on historically, viewed in real time, and have access to real-time monitors. Employees also have access to CCMWeb My options page to configure user options, such as language preference.

CAUTION:

If data exists for an employee who was previously licensed but is currently unlicensed, that data can be accessed in reports. However, if a summarization is done after the employee is no longer licensed, there is a risk that the statistics currently calculated for the employee could be lost. Re-licensing the employee and performing a summarization will restore the statistics.

The following configuration takes place in YourSite > Employee.

To configure employee licensing

Select an employee and click the Licensing tab.
If the employee is a supervisor, depending on licensing, under Supervisor license select from None, Advanced supervisor, or System Administrator.
Only one type of supervisor license can be selected for each employee.
- None: use this option for employees who are agents.
- Advanced supervisor: has access to CCMWeb (reporting, user preferences, and help resources), Contact Center Client (real-time monitoring), Ignite (search for interactions, view statistics, view interactions in queue), and YourSite Explorer (read-only access to the Enterprise section only). Advanced Supervisor abilities are determined by their employee and security role settings (as configured in YourSite Explorer). An Advanced Supervisor can be configured for supervisory duties only or can be enabled to also work as an agent.
  Note:
  Supervisors requiring the ability to handle interactions in Ignite or search interactions in queue must be enabled to handle those media types. See "Managing the media types an employee can handle".
- System Administrator: has full access to all MiContact Center Business, Multimedia Contact Center, and IVR Routing software for the purposes of configuration and system administration.
Click Save.