Hello Peter,
For UCCX, 3 type of licenses packaging is available maximum seat capacity of 400 users.
1. Standard: These are End of Life and new licenses can not be ordered.
2. Enhanced: Mainly used for Inbound calls, Inbound IVR Ports, No Outbound dialer ports here. No chat, Email for agents. 1:1 IVR port model(1 seat have 1 IVR Inbound call port)
3. Premium: HA by default, Outbound dialer Ports available here- Only a premium license feature. Used for Outbound Campaigning. Email, chats for agents, supervisors. 1:2 IVR Port model(1 seat have 2 IVR ports)
Feature comparison is as below:
| Feature |
Premium |
Enhanced
|
Standard
|
Optional
|
| Inbound Voice |
Yes |
Yes
|
Yes
|
No
|
| Blended Preview Outbound Dialer |
Yes |
No
|
No
|
No
|
| Predictive and Progressive Outbound Dialer |
Yes |
No
|
No
|
Yes
|
| Outbound IVR |
Yes |
No
|
No
|
Yes
|
| Agent E-Mail |
Yes |
No
|
No
|
No
|
| Web Chat |
Yes |
No
|
No
|
No
|
| Inbound Voice High-Availability Option |
Yes |
Yes
|
No
|
Yes
|
| Outbound Voice |
Yes |
No
|
No
|
No
|
| Database Integration |
Yes |
No
|
No
|
No
|
|
WFO: Call Recording
|
Yes
|
Yes
|
Yes
|
Yes
|
|
WFO: Advanced Quality Management
|
Yes
|
Yes
|
No
|
Yes
|
|
WFO: Workforce Management
|
Yes
|
Yes
|
No
|
Yes
|
|
Finesse Agent and Supervisor Desktop
|
Yes
|
Yes
|
No
|
No
|
|
Finesse IP Phone Agent
|
Yes
|
Yes
|
Yes
|
No
|
|
Context Service Support
|
Yes
|
Yes
|
No
|
No
|
|
Standalone CUIC
|
Yes
|
No
|
No
|
No
|
|
Cisco SocialMiner
|
Yes
|
No
|
No
|
No
|
Unified CCX Licenses are concurrent and the Workforce Management licenses are named-user licenses.
Concurrent licenses apply to logged in users. Different individuals may share a concurrent license as long as only one of them is logged in.
Named licenses apply to unique individual users regardless of their logged in status.
In new UCCX 12.x, Flex licensing is introduced which is easy to understand as well.
Regards,
Vinod Dahiya
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