Design Guide

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3.2 Who Needs to be Licensed?
Active product users with login names and agents who are scheduled by the WFM application or
users recorded by the MR application all require user licenses. It is not required to have WFO
licenses for all agents within the ACD, just ones actively using the system. Each WFO
application can also license a separate subset of agents or users, it is not required the same users
be licensed for both applications.
3.3 Compliance Recording Users
Beginning with QM 2.7.2 a third user licensing option entitled Compliance Recording, CR, was
added to the existing QM (Agent audio recording and quality evaluations) and AQM (QM
functions plus screen recording) user license types. The Compliance Recording license enables
selective or 100% audio recording of calls for agents or knowledge workers. Knowledge
workers are defined as any Cisco IP telephony user of a phone supported through Cisco Unified
Communications Manager. In addition to 100% call recording the compliance recording license
also enables the user to do call search, playback and export functions within the Call Recording
and Quality Management Search and Play application. For the purposes of system configuration
CR licensed users represent the same load as QM agent users and together these are two types
are just referred to as users. AQM users represent an additional system load for the screen
recording process as delimited in the system capacity tables.
3.4 MR Systems with Mixed License Types
Beginning with QM 2.7.2, support was added to MR to allow a single system to simultaneously
support all three license types – QM, AQM and CR assigned to different users of the same
system. User privileges like evaluations or screen capture are restricted to users based upon their
assigned license type.
3.5 Managing User Licenses
The MR user administration tool provides a means to license and un-license users. Un-licensing
previously-licensed users allows customers to reuse the named user licenses for users who have
become inactive, for example users who have left the organization. Un-licensing a user will
remove them as an active login but will not affect their preexisting recordings or database
information within the WFO applications.
4. WFO Application Server Software
4.1 Operating System Requirements
Each WFO application server requires Microsoft Windows Server operating system to be
provided separately by the partner or customer. Both WFO applications can use Windows
Server 2003 R2 Standard edition and MR 8.0 also can use Windows Server 2008 R2 Standard
(32 bit edition). The most economical configuration of this is to purchase with 5 CALs – client
access licenses. Since WFO application users do not directly access or use the Windows server
software, additional client access licenses for WFO application users should not be required.
Additional details about client access licensing for Windows Server 2003 can be found at:
http://www.microsoft.com/windowsserver2003/howtobuy/licensing/caloverview.mspx .