Hey all your Cisco Call Center users,experts,admins.
I just wanted to make admins aware that when you are running Cisco UCCX 11.6 with Cisco Quality Management Call Recording and you have QM licenses seats, they will no longer exist when upgrading to UCCX 12.0.
Instead, you will be automatically upgraded to Advanced Quality Management seats (AQM).
Why the fuss? Because it WILL remove all your licensed agents in QM (Calabrio) and you will have to manually add them back and we all know how much fun that is. Not sure if Cisco has a solution in place to get around this issue, but be prepared to relicense all your agents and reassign them to their devices once you complete your 12.0 upgrade. Thanks and good luck out there!
I don't recall stopping any services on QM during the UCCX upgrade. With that being said, all of my agents were licensed merely for QM. The new UCCX license file that I obtained from TAC did not license the agents for QM since it no longer exists in version 12x. The license file I was given was for AQM, so once I applied it, everything in my QM configuration remained the same. However no one was licensed for QM since it no longer existed.