UCCE/PCCE Finesse Supervisor License Requirements

[aggill_XID]

Hi, we have developed an integration with Finesse on UCCE/PCCE for monitoring real-time agent states. Our integration requires us to use a Finesse supervisor account which can monitor agents in up to 20 teams.  If we have a customer with more than 20 teams, then each set of 20 teams will need a separate Finesse Supervisor account. We would like to provide direction in our documentation for any licenses that a customer would need to have available or purchase prior to implementing our integration. Appreciate any direction regarding these Finesse or PCCE/UCCE licenses.

It's been suggested that we'd need a Premium license for each Supervisor account.  But context of that information was for UCCX.  We had previously developed a UCCX Finesse integration to get some complementary information about a call we are recording that traversed the UCCX, such as ACD Name, ACD Number, Finesse presented Call Type and Finesse presented Team Name.  Our lab system only had "Cisco Unified CCX Enhanced Seat" licenses and we were able to get this information.

Does UCCE/PCCE require a Premium license vs UCCX only needing a Enhanced license?  Or does the Premium license allow us to collect the real-time agent states we need, whereas Enhanced does not?

Appreciate any light that can be shed on the needed licenses.  If there's some documentation that provides clear details about what the various license levels provided, both for UCCX and UCCE/PCCX, i'm happy to take a look at this.

[bill.king1]

If I'm following your question correctly, there's no mechanism in place in many CCE versions that tracks what type of supervisor you have. Once a supervisor is configured in CCE, there's no systems license check to determine what they can do for instance.

Now, from a "paper" licensing/compliance perspective, there are many different Cisco license flavors (SWSS, flex, Smart licensing, etc.), but I don't believe from a CCE perspective that what you're looking to do has differences in terms of supervisors.

If you're looking to sell a Cisco integration product I'm imagining the Cisco Solution Plus team could assist you?

[aggill_XID]

OK good to know that a supervisor is a supervisor on the technical side.  A new piece of information that I just received suggested that starting with 12.5, supervisors needed a premium license.

We just want to make sure we're guiding our customers to have the correct licensing in place before using our integration.

It may be that we tell them they need Enhanced or Premium on systems prior to 12.5 and Premium on systems 12.5 and higher.

[bill.king1 · Accepted solution]

This may help you, but you're going to want to sit down with Cisco (or potentially a partner) to confirm the licensing you're going to need, especially if you're going to be reselling a product.

https://www.cisco.com/c/en/us/products/collateral/unified-communications/cisco-collaboration-flex-plan/datasheet-c78-741220.html#SupervisorsandAdministrators

[aggill_XID]

Thank you for that link, i'll take some time to read this over.  Really appreciate the help.

[aggill_XID]

I also confirmed that PCCE 12.5 still has the limit of 20 Teams per Supervisor.  Attempting to assign more than 20 gives me the message "You have reached the capacity for the maximum number of Teams for a Supervisor you can configure on the system. The limit is 20. "

[bill.king1]

If you do that within UCCE (at least in earlier versions), you're able to do it although it may not technically be supported (having more teams per supervisor than 20). If you're doing that in PCCE via the SPOG, though, you may be restricted from doing so by the UI, in case that helps you.

[aggill_XID]

Thanks for the insight.  I think we'll keep things simple and just state for PCCE and UCCE they'll need a new Supervisor user for each 20 teams they need to monitor.  If they are purchasing PCCE/UCCE and have more than 20 teams, it's probably not a hardship to ask for another Supervisor (Premium Agent) license.