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 YourSiteEmployee.
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 or general business extensions.
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. If an Advanced Supervisor is associated to a configured extension, their telephone status is visible in extension monitors.
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" on page 1.
System Administrator: has full access to all MiContact Center Business, MiVoice Analytics, Multimedia Contact Center, and IVR;Routing software for the purposes of configuration and system administration.
Under Phone type license, depending on licensing, select a phone type license.
Mitel desk phone: select this option if the employee will use a Mitel desk phone. This is the default option.
Soft phone and/or Mitel desk phone: select this option if the employee will use and is licensed for Contact Center Softphone.
NOTE: If the employee requires the use of Contact Center Softphone in addition to or in combination with a Mitel desk phone, select the Softphone phone type. If the employee is a Non ACD employee, you must select 'MiVoice Analytics Client license' to have access to Contact Center Softphone functionality. MiVoice AnalyticsClient license is an optional add-on to Contact Center and Workgroup.
If you want the employee to be licensed for Workforce Scheduling, under Workforce Scheduling license, select Workforce Scheduling license.
NOTE: Users must be licensed for Voice or Multimedia to be scheduled in Workforce Scheduling.
If this employee is a Non ACD employee who needs access to Contact Center PhoneSet Manager, CTI Developer Toolkit Client, Salesforce.com Client, or screen pop, select Business Reporter Client license.
NOTE: MiVoice Integration for Salesforce or Salesforce.com Connector is required to activate Salesforce.com Client.
Click Save.
To configure employee licensing for MiVoice Analytics
Select an employee and click the Licensing tab.
If the employee is a supervisor, depending on licensing, under Supervisor license select from None, Advanced, or System Administrator supervisor.
None: is used for general business extensions.
Advanced supervisor: has access to the following: CCMWeb (reporting, forecasting, and My options), Contact Center Client for real-time monitoring (MiVoice Analytics only. Includes Callback and Port monitors, if licensed for IVR Routing), YourSite Explorer (read-access only to the Enterprise section of YourSite Explorer), and Ignite (review and search through the Ignite repository, excluding interactions in queue).
NOTE: Supervisors requiring the ability to handle interactions in Ignite or search interactions in queue require a Premium employee license.
System Administrator: has full access to MiVoice Analytics software for the purposes of configuration and network and system administration, and access to Ignite for reviewing and searching the Ignite repository.
NOTE: Only one type of supervisor license can be selected for each employee.
Under Phone type license, depending on licensing, select from Mitel desk phone or Softphone and/or Mitel desk phone.
Mitel desk phone: select this option if the employee will use a Mitel desk phone. This is the default option.
Soft phone and/or Mitel desk phone: select this option if the employee will use and is licensed for Contact Center Softphone.
NOTE: The Contact Center Softphone and/or Mitel desk phone option is available to MiVoice Analyticscustomers who also own MiContact Center Business. Non-ACD MiVoice Analytics employees must select MiVoice Analytics Client licensed to have access to Contact Center PhoneSet Manager, CTI Developer Toolkit Client, or Salesforce.com Client functionalityMiVoice Analytics Client license is an optional add-on to MiVoice Analytics.
If this employee needs access to Contact Center PhoneSet Manager, CTI Developer Toolkit Client, Salesforce.com Client, or screen pop, select Business Reporter Client license.
NOTE:;Salesforce.com Connector is required to activate Salesforce.com Client.
Click Save.