The licenses in the following subsections are required or recommended to deploy the Call Center solution as described in this document.
4.2.1 Licenses for Agents
These are the licenses for subscribers/users acting in an agent capacity. If the agent is also a supervisor, see section 4.2.2 Licenses for Supervisors.
4.2.1.1 Required
The following user licenses are required for agents to perform the functions defined in the solution:
Call Center License – All agents are required to have one of the three levels of call center licenses to perform the role:
− Call Center – Basic (user license) – This provides the user assigned with the ability to join a Basic call center.
− Call Center – Standard (user license) – This provides the user assigned with the ability to join a Standard or Basic call center.
− Call Center – Premium (user license) – This provides the user assigned with the ability to join a Basic, Standard, or Premium call center.
Call Transfer – This is required for transferring calls into queues, to other agents, or to supervisors.
Three-Way/N-Way Call – This is required for escalating or performing an emergency call to a supervisor as well as other common agent tasks.
4.2.1.2 Optional
The following user licenses are optional for agents to perform the functions defined in the solution:
BroadWorks Agent (user license) – This provides the user assigned with the ability to use the BroadWorks Agent client.
Directory Number Hunting (user license) – When assigned to an agent, this provides the ability to route calls to a user’s direct number directly into the call center,
leveraging all the agents in the call center.
4.2.2 Licenses for Supervisors
4.2.2.1 Required
Call Transfer – This is required for transferring calls into queues, to other agents, or to supervisors.
Silent Monitoring – This is required for performing silent monitoring of an agent or call center call.
Call Pickup with Barge-in – This is required to perform a barge-in to an agent call as well as emergency calls from agents.
Three-Way/N-Way Call – This is required for silent monitoring and barge-in.
4.2.2.2 Optional
The following user licenses are required for agents to perform the functions defined in the solution:
Call center license – This is required if the supervisor acts as an agent to receive calls from call centers.
− Call Center – Basic (user license) – This provides the user assigned with the ability to join a Basic call center.
− Call Center – Standard (user license) – This provides the user assigned with the ability to join a Standard or Basic call center.
− Call Center – Premium (user license) – This provides the user assigned with the ability to join a Basic, Standard or Premium call center.
BroadWorks Supervisor (user license) – This provides the user assigned with the ability to use the BroadWorks Supervisor client.
Directory Number Hunting (user license) – When assigned to a supervisor, this provides the ability to route calls to a user’s direct number directly into the call center in an agent capacity, leveraging all the agents in the call center.
4.2.3 Licenses for Call Center
The following licenses can be assigned to a call center to enable enhanced behavior:
Voice Messaging/Voice Messaging-Video (user license) – When assigned to a call center, this provides the ability to route calls to a voice messaging mailbox directly associated with the call center.
Fax Messaging (user license) – When assigned to a call center, this provides for the receipt of fax messages by the call center. Fax messages are not included in the queue, nor are they routed to agents.
Basic/Enhanced Call Logs (user license) – When assigned to a call center, this provides a list of calls received by the call center.
Call Notify (user license) – When assigned to a call center, an e-mail is sent out whenever a call received by the call center matches configured criteria, based on a time schedule, holiday schedule, and specific calling party numbers/ranges/types.
Call Forwarding Busy (user license) – When assigned to a call center, calls to the call center can be redirected to this location when a caller uses the 0-out option to escape from the queue or configures Busy treatment for Overflow, Stranded, Holiday, or Night Service.
The following licenses can be assigned to a call center (Basic or Standard) to provide additional capabilities. Although they may also be assigned to a Premium call center, the Premium call center has the following capabilities (and there are more in a more
integrated policy).
Call Forwarding Always (user license) – When assigned to a call center, calls to the call center are immediately redirected to an alternate location. An alternate feature in Premium call centers is Forced Forwarding.
Call Forwarding Selective (user license) – When assigned to a call center, calls to the call center are redirected during the time or holiday schedule configured for this service. The service can also be configuring to be triggered on specific calling party
Do Not Disturb (user license) – When assigned to a call center, calls to the call center are immediately subject to the configured Busy treatment, which could be Call Forwarding Busy or Voice Messaging. An alternate feature in Premium call centers is Forced Forwarding.
Alternate Numbers (user license) – When assigned to a call center, this provides the ability to associate multiple directory numbers with the call center. This allows for local phone numbers that all direct into the call center. The agent only sees the call center ID when a call is presented. An alternate feature in Premium call centers is the DNIS functionality.
4.2.4 Additional Licenses for Solution
Auto Attendant/Auto Attendant-Video (group license) – This provides the front-end IVR function, allowing callers to select the appropriate call center group.
BroadWorks Receptionist – Enterprise (user license) – This provides the user assigned with the ability to use the BroadWorks Receptionist - Enterprise client.
PublicReporting (server license) – This is required to deploy the PublicReporting web application on the Xtended Services Platform (Xsp).
CCReporting (server license) – This is required to deploy the CCReporting web application on the Profile Server.
CCReportingDBManagement (server license) – This is required to deploy the CCReportingDBManagement application on the Profile Server.
CCReportingRepository (server license) – This is required to deploy the CCReportingRepository web application on the Profile Server.
5 System Configuration
This section provides information on the system configuration required to enable the Call Center solution.