License calculation question

[cshiyou]

We are aware that REM’s license is calculated by concurrent webrtc session.

My question is that if there is a call made from client web/mobile to REM agent web console.

How many license consumed in this scenario? One or two?

[rugupta · Accepted solution]

Hi,

RE Mobile is licensed on a concurrent session basis. So in the scenario you describe - its one lic consumed. A call from customer (from web or mobile) into an agent/expert.

Thanks!

Ruchi.

[cshiyou]

hi Ruchi,

the expert and agent is not Cisco Finesse agent, it is the REM web console. in this scenario, no stream will go through Cisco system. it is communication between REM CSDK endpoint and REM console.

so, in this scenario, it is one licene consumed, right?

[rugupta]

Yes this scenario too - only one lic is consumed.

Ruchi.

[pmarrone]

Hi Ruchi,

what about video in queue calls? do they consume licenses?

Example: for a system that supports 10 concurrent agent calls and 20 VIQ calls, how many licenses? 10 or 30?

My understanding is that it´s just 10.Please confirm.

Regards

[cshiyou]

i think in your scenario, it consumes 30 license.

as REM license counts co-current sessions.

[carolmor]

Hi Ruchi, please confirm this scenario about licensing.

do video in queue calls consume licensing?

[rugupta]

No ViQ callsdo not consume RE Mobile lic. So in your example its 10 RE Mobile concurrent session so 10 RE Mobile lic. Thanks! Ruchi.

[rugupta]

Hi , RE Mobile licensing is based on concurrent active session. A license is consumed whenever an Agent is interacting with a customer (RE Mobile). RE Mobile Lic is not consumed when the call is getting a ViQ treatment. In your example above it consumes 10 RE lic. Hope this helps.