License Violation Handling

MiVoice Business can be placed into license violation mode for a variety of reasons. For example, if you use too many licenses, or if a license expires, the system will generate a "license violation event." You are informed of the event through maintenance logs and pop-messages. If you fail to correct the problem, the system will issue increasingly urgent messages to both you and, eventually, regular system users. Ultimately, service may be impacted, with regular users losing the ability to place outgoing calls. This is a timed process, with the system escalating the license violation level upwards (for example, from "Warning" to "Minor") according to a set schedule that begins when the first event is detected.

Both the License Manager and the Designated License Manager can detect license violation events. The License Manager detects events for a particular MiVoice Business system, while the Designated License Manager detects events for an application group. Within an application group, the most serious license violation level takes precedence and is applied to all group members. For example, if an application group is currently at the "Minor" level and a member of the group detects a "Major" license violation, the entire group will be promoted to the higher level. In the same fashion, if a single system (i.e. a Standalone or Non-Shared Enterprise system) is currently in license violation mode and its License Manager detects a new, more severe event, then the system's license violation level will be escalated accordingly.

To restore the MiVoice Business system to good health, it is necessary to remove the cause of the license violation event. In most cases, the error message will tell you what to do. If you have allocated too many licenses to the system, you can purchase additional licenses or delete some users. If you are experiencing communications difficulties between a Designated License Manager and the members of an application group, you can resolve the networking problem.

License Violation Events

The following table lists the License Violation events and the components that detect them.

In a Shared Enterprise environment, events can be detected by the Designated License Manager and by the License Managers running on the application group members. In a Standalone or Non-Shared Enterprise environment, events can be detected only by the License Managers.

Event Name	Event Description	Detected By
		Designated License Manager	License Manager
		Designated License Manager	Application Group Member	Not an Application Group Member (Not Sharing Licenses)
Over Allocation	Occurs when an administrator allocates licenses in excess of the purchased count, or if the Try Before You Buy (TBYB) period has expired.	Yes	N/A	Yes
Missing DLM	Occurs when the designated license manager (DLM) cannot be reached by a member of the application group.	N/A	Yes	N/A
Missing Application Group Member	Occurs when a member of the application group cannot be reached by the DLM.	Yes	N/A	N/A
Core Package capability exceeded	Occurs when a system's Core Package capabilities (Local Limits) are exceeded. For example, if an administrator allocates Try Before You Buy licenses in excess of the system's core capabilities, a license validation event will occur.	N/A	Yes	Yes
License Keys cannot be validated	Occurs when the DLM or LM detects that the license keys cannot be validated by the AMC. May be caused by incorrect date and time on MiVoice Business.	Yes	Yes	Yes
System ID mismatch	Occurs when the DLM detects that a System ID has changed.	Yes	N/A (see License Keys cannot be validated)	N/A (see License Keys cannot be validated)
SDS is off	Occurs when either the DLM or LM detects that System Data Synchronization is turned off.	Yes	Yes	N/A
Duplicate System	Occurs when the DLM detects either of the following conditions: duplicate ARID duplicate SysID	Yes	N/A	N/A
Multiple DLMs	Occurs when an administrator assigns a new DLM to an application group that already has a DLM.	Yes	N/A	N/A

Application Group is in LV	Occurs when the LM detects a license violation event on the application group. If the LM is already in license violation mode, it may advance to a higher level.	N/A	Yes	N/A
"licensekeys” or “licensecert” file Tampering	Occurs when the DLM or LM detects that a license file cannot be authenticated.	Yes	Yes	Yes
DLM requires sync with AMC	Occurs when restoring a pre-9.0 release database. Applies only to the MiVoice Business - ISS system.	Yes	N/A	N/A

License Violation Event Escalation

When a license violation event occurs, it is set at a particular level and the escalation process begins. Most events begin at the "Warning" level and, if left unresolved, escalate in severity as follows:

Day 1-2 — Warning Level
Day 2-7 — Minor Level
Day 7-14 — Major level
Day 14-36 — Critical level
Day 36 — System Lock level (in limited circumstances)

As an event escalates in severity, the system components respond are impacted in a variety of ways. Initially, when the event is at the "Warning" level, notification is limited to the maintenance log and the ESM interface. When the event progresses to the "Critical" level, notification is extended to the Group Administration Tool, Desktop Tool, and telephone displays.

The following table lists events and responses for the various license violation levels.

Violation Level	Event	Response
Violation Level	Event	MiVB Alarm1	Mtce Log	Sys Admin Tool	Group Admin Tool	Desktop Tool	Device Display and Operation
Clear	A license violation event has been cleared.	—	Yes	—	—	—	—
Warning	One of the following license violation events has occurred: Over Allocation Missing DLM Missing Application Group Member Core Package capability exceeded License Keys cannot be validated System ID mismatch SDS is off Duplicate System Multiple DLMs Failure of timely synchronization with AMC Application Group is in license violation "licensekeys” or “licensecert” file tampering	—	Yes	The license violation level displays in: a pop-up message on the License and Option Selection form a yellow status message in the Alarm Status area (top top-left corner of the System Administration Tool; alternates with alarm status message, if any)	—	—	—
Minor	The "Warning" level license violation escalation timer has expired.	Minor	Yes	The license violation level displays in: a pop-up message on the License and Option Selection form a yellow status message in Alarm Status area. a pop-up message that appears when logging in or out	A reminder message that appears when logging in.	—	—
Major	The "Minor" level license violation escalation timer has expired OR An attempt has been made to over-allocate a license that cannot be over-allocate (e.g. an ACD Active Agent license).	Major	Yes	The license violation level displays in: a pop-up message on the License and Option Selection form a red status message on the top-left corner of the System Administration Tool a pop-up message at the top of the Navigation tree (left side of the System Administration Tool) when item in tree selected. Disappears when pop-up clicked; reappears with next selection. a pop-up message that appears when logging in or out	A reminder message that appears when logging in.	—	—
Critical	The "Major" level license violation escalation timer has expired OR The DLM requires sync with AMC license violation event has occurred.	Critical	Yes	The license violation level displays in: a pop-up message on the License and Option Selection form a red status message on the top-left corner of the System Administration Tool a pop-up message at the top of the Navigation tree (left side of the System Administration Tool) when item in tree selected. Disappears when pop-up clicked; reappears with next selection a pop-up message that appears when logging in or out a pop-up message that appears when opening any form	A reminder message that appears when logging in.	A reminder message that appears when logging in.	"License Violation" displays on idle IP sets.
System Lock	The system is locked when an over-allocation violation is left uncorrected. For this to happen, the "Critical" level license violation escalation time must expire, and the number of licenses that have been over-allocated must exceed 5 % of all purchased licenses.	Critical	Yes	The license violation level displays in: a pop-up message on the License and Option Selection form a red status message on the top-left corner of the System Administration Tool a pop-up message at the top of the Navigation tree (left side of the System Administration Tool) when item in tree selected. Disappears when pop-up clicked; reappears with next selection a pop-up message that appears when logging in or out	A reminder message that appears when logging in.	—	"License Violation” displays on idle IP sets. All sets except attendant consoles are placed in restricted service mode. Users can no longer place outgoing calls (with the exception of emergency and attendant calls), but they can receive incoming calls normally.2

NOTES

To ensure that administrators are informed of license notification events, program the Email Notifications feature.
At the Critical level the AMC sends email (if so configured) warning that the system is in license violation and requesting corrective action followed by a manual re-sync with the AMC.
While the system is in System Lock license violation mode:

Hot desk and trusted service users can log in but are limited to operating in restricted service mode.
Users can call attendant consoles and emergency routes, but they cannot make calls or access services.
Attendant consoles retain full service. Operators can log in and work as usual.
Users can receive incoming calls and calls from attendant consoles.
If an emergency call is placed while the system is in System Lock license violation mode, Local Notification sets and consoles will receive an audible and visual alarm that will persist until the System Lock condition is resolved.

Issue the License Status maintenance command to obtain detailed information regarding license events.

Example of a License Violation Event Escalation

If a license violation occurs, it will escalate in the following manner if it is not dealt with by purchasing more licenses or deleting existing users, services, or both, as needed:

Day 1 — On the first day of the license violation event, the system is in "Warning" level. A maintenance log message is issued, a pop-up appears upon accessing the License and Option Selection form, and a banner status message appears in the top left corner of the System Administration Tool. If there is a pre-existing alarm, the alarm and license violation status messages alternate every six seconds.
Day 2 — The license violation event is elevated to "Minor" level. An additional pop-message appears when logging in and out of the System Administrator Tool.
Day 7 — The license violation event is elevated to "Major" level. An additional pop-message appears when accessing any screen. The color of the banner status message changes from yellow to red. All messages include the following warning: "Failure to correct the violation will lead to service interruptions."
Day 14 — The license violation event is elevated to "Critical" level. All messages include the following warning: "Failure to correct the violation will lead to service interruption in <x> hours." Displays on idle IP sets show "License Violation".
Day 36 — The license violation event is elevated to "System Lock" level if the system is over-allocated by more than 5%, or if the system is virtual or a subscription-based MiVoice Business system that has lost connectivity with the AMC. The desktop tool is disabled for all users and regular phones and users will be unable to place outgoing calls except to the operator or emergency services.

If you click the banner status message, the current form will close and you will proceed to the form containing information related to the license violation event, either Application Group License Distribution or License and Option Selection.

Resolving License Violations

The easiest way to resolve a license violation event is to remove the cause of the problem. For instance, if the system is over-allocated, purchase additional licenses or delete the services.

Use the License Status maintenance command to obtain information to assist you in resolving the issue, including the length of time local node or application group has been in license violation mode, the time until the license violation level escalates, and the cause of the license violation event.

After the license violation event is resolved, a history of the event remains in the system for double the length of time that the event endured. If no further events occur during this time, the history is cleared. If, however, another event occurs before the timer expires, the system will resume where it left off. For example, if a license violation event is resolved after ten days and another event occurs five days later, the license violation clock will be set to ten days, not zero. However, if an event is resolved after ten days and another event occurs 21 days later, the license violation clock is reset to zero.