Ccbuorderingguide March2018

Cisco Customer Care Solutions
Ordering Guide
Cisco Unified Contact Center Express
Cisco Unified Contact Center Enterprise
Cisco Packaged Contact Center Enterprise
Cisco Unified Customer Voice Portal
Cisco Unified ICM Enterprise
Cisco Unified IP IVR
Cisco Remote Expert Mobile and Co-browse
Cisco Unified Computing Systems
Software Support Services
Cisco Services
Cisco Capital Financing
Contact: General inquiries about Customer Care pricing may be sent to ccbu-pricing@cisco.com
© 2018 Cisco and/or its affiliates. All right reserved. Cisco Confidential. For Channel Partner Use Only. Not for public distribution. Pricing subject to change.
March 6, 2018
Ordering Guide
Table of Contents
1. Introduction ............................................................................................................................ 5
1.1 Purpose, Audience and Scope ...................................................................................... 5
1.2 Ordering and Quoting Tools .......................................................................................... 5
1.3 Change History ............................................................................................................. 6
2. Tips for Using This Ordering Guide ....................................................................................... 10
3. Cisco Unified Customer Voice Portal (Unified CVP) .............................................................. 11
3.1 Active and End of Sale - End of Life CVP Versions ...................................................... 11
3.2 Overview of CVP Licensing ......................................................................................... 11
3.2.1 CVP Server-SW Licenses .............................................................................. 11
3.2.2 VVB Software Entitlement .............................................................................. 12
3.2.3 Call Studio Licenses ...................................................................................... 12
3.2.4 Report Server Licenses.................................................................................. 12
3.2.5 Call Director Server Licenses ......................................................................... 12
3.2.6 CVP Port Licenses......................................................................................... 12
3.3 CVP Ordering and Pricing Information ......................................................................... 13
3.3.1 Unified CVP Ordering Overview ..................................................................... 13
3.3.2 Unified CVP for Production Deployments ....................................................... 13
3.3.3 Not-for-Production Systems, Not-for-Resale and Evaluation Kits .................... 19
3.3.4 Unified CVP Upgrade Licenses for IPIVR customers ...................................... 21
3.3.5 Customer Collaboration Upgrade Offer .......................................................... 21
3.3.6 Product number summary tables .................................................................... 22
3.3.7 Upgrades using SWSS .................................................................................. 24
3.4 Ordering Examples for Production CVP Systems ........................................................ 25
3.4.1 Example 1 – Ordering Unified CVP as part of a Unified CCE
solution deployment ..................................................................................... 25
3.4.2 Example 2 – CVP Stand-alone Ordering Use Case ........................................ 26
3.5 CVP Licenses Fulfillment/ Distribution ......................................................................... 26
3.5.1 CVP Unified Call Studio License Fulfillment.................................................... 27
3.5.2 Unified CVP Server License Fulfillment .......................................................... 27
3.5.3 CVP Unified Reporting Server License Fulfillment .......................................... 27
3.5.4 Unified CVP Call Director Server License Fulfillment ...................................... 27
3.5.5 Summary of CVP License Fulfillment ............................................................. 28
3.5.6 Voice Browser Licensing ................................................................................ 28
4. Cisco Unified Contact Center Express (Unified CCX) ............................................................ 30
4.1 Cisco’s Configuration and Pricing Tools....................................................................... 30
4.2 Overview of End of Life and End of Sale Status for Cisco Unified CCX Versions .......... 30
4.3 Overview of Cisco Unified CCX Licensing ................................................................... 30
4.3.1 Server vs. Seat licenses................................................................................. 31
4.3.2 Port licenses .................................................................................................. 31
4.3.3 Node Locked vs. Non-Node Locked Server Software Licenses....................... 31
4.3.4 Concurrent vs. Named User (seat) Licenses .................................................. 31
4.3.5 Context Service Entitlement ........................................................................... 31
4.3.6 Concurrent Outbound IVR Licenses ............................................................... 32
4.3.7 Unified CCX Workforce Management licenses ............................................... 32
4.3.8 Unified CCX Compliance Recording (CR), Advanced Quality
Manager (AQM) ........................................................................................... 32
4.3.9 Unified CCX Inbound Voice High Availability (HA) Server
Software Licensing ....................................................................................... 33
4.3.10 License downgrades, distributes, splits and merges ....................................... 33
4.4 Supported Upgrade Paths ........................................................................................... 33
4.4.1 Upgrading Unified CCX Licenses Using ESW/UCSS or SWSS....................... 35
4.4.2 Upgrading Unified CCX Licenses Using Purchased Product IDs ..................... 35
4.5 Migration from Cisco Unified CCX to Cisco Packaged Contact Center Enterprise
(PCCE) or vice versa.................................................................................................. 36
4.6 Migrating from Cisco Unified CCX to Cisco Unified Contact Center Enterprise
(CCE) or vice versa .................................................................................................... 36
4.7 Cisco Unified CCX 11.6............................................................................................... 36
4.7.1 Ordering New CCX 11.6 Systems .................................................................. 36
4.7.2 Ordering ADDONs to Existing CCX 11.6 Systems .......................................... 36
© 2018 Cisco and/or its affiliates. All rights reserved. Cisco Confidential. For Channel Partner Use Only. Not for public distribution. Pricing subject to change.
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4.7.3 Upgrading to CCX 11.6 Systems .................................................................... 36

4.9.1 General information ....................................................................................... 37
4.9.2 Ordering New Systems .................................................................................. 38
4.9.3 Ordering ADDONs to Existing Systems .......................................................... 40
4.9.4 Ordering release upgrades with an ESW or UCSS or SWSS
contract ........................................................................................................ 41
4.9.5 A-la-carte Upgrades ....................................................................................... 43
4.9.6 WFO and WFM Upgrades .............................................................................. 47
4.9.7 Unified CCX Promotional Bundle ................................................................... 48
4.9.8 Not for Resale and Non-production licenses ................................................... 49
4.12.1 General information ....................................................................................... 51
4.12.2 Ordering New Systems .................................................................................. 52
4.12.3 Ordering ADDONs to Existing Systems .......................................................... 53
4.12.4 Ordering release upgrades with an ESW or UCSS or SWSS
contract ........................................................................................................ 55
4.12.5 A-la-carte Upgrades ....................................................................................... 56
4.12.6 WFO and WFM Upgrades .............................................................................. 60
4.12.7 Not for Resale and Non-production licenses ................................................... 61
4.13 Cisco Unified CCX 9.0 ................................................................................................ 62
5. Cisco Unified Contact Center Enterprise (Unified CCE) ......................................................... 63
5.1 Overview of End of Life and End of Sale Status for Cisco Unified CCE Versions .......... 63
5.2 Overview of Unified CCE Licensing ............................................................................. 63
5.2.1 Unified CCE Server License........................................................................... 63
5.2.2 Unified CCE Agent Licenses .......................................................................... 65
5.2.3 Context Service Entitlement ........................................................................... 66
5.2.4 Outbound Option ........................................................................................... 66
5.2.5 Third Party IVR Licenses ............................................................................... 67
5.2.6 Special Unified CCE Deployment Cases ........................................................ 67
5.3 Ordering New Unified CCE System and Add-On Licenses ........................................... 68
5.3.1 Ordering CCE Agent licenses for voice applications ....................................... 69
5.4 Upgrades .................................................................................................................... 70
5.4.1 Upgrades of CCE Agent licenses ................................................................... 70
5.4.2 Customer Collaboration Upgrade Offer .......................................................... 70
5.4.3 Migrations from Cisco Unified ICM to Contact Center Enterprise .................... 71
5.4.4 Migrations from Cisco Unified Contact Center Express to Contact
Center Enterprise ......................................................................................... 72
5.5 Migration from Previous Licensing Methods................................................................. 73
5.6 Non-Production Systems............................................................................................. 73
5.7 Product Number Summary Table for Unified CCE Product Numbers ........................... 74
6. Cisco Packaged Contact Center Enterprise (Packaged CCE) ............................................... 76
6.1 About Packaged CCE ................................................................................................. 76
6.2 Overview of Packaged CCE Ordering and Licensing ................................................... 76
6.2.1 Required Packaged CCE Licenses ................................................................ 77
6.2.2 Optional Packaged CCE Licenses.................................................................. 79
6.3 Optional Features Licenses ......................................................................................... 80
6.4 Add-On Licenses ........................................................................................................ 81
6.4.1 Additional Agents ........................................................................................... 81
6.4.2 Additional Queue or Self Service Ports........................................................... 81
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6.6 Upgrade ...................................................................................................................... 82

6.6.1 Ordering Packaged CCE upgrade .................................................................. 82
6.7 Migration Options ........................................................................................................ 83
6.7.1 From Unified CCX to Packaged CCE ............................................................. 83
6.7.2 From Unified CCE to Packaged CCE ............................................................. 84
6.7.3 From Packaged CCE to Unified CCE ............................................................. 84
7. Cisco Unified ICM Enterprise (Unified ICME) ........................................................................ 85
7.1 Overview of Unified ICME Licensing ............................................................................ 85
7.1.1 Primary Unified ICME Licenses ...................................................................... 85
7.1.2 Additional Unified ICME Licenses and Components ....................................... 89
7.1.3 Special Unified ICME Deployment Cases ....................................................... 90
7.2 Ordering New Unified ICME Systems and Add-On Licenses ........................................ 91
7.3 Upgrades and Migrations ............................................................................................ 92
7.4 Migration from Previous Licensing Methods................................................................. 93
7.6 Product Number Summary Table for Unified ICME Product Numbers .......................... 94
8. Cisco Unified IP IVR ............................................................................................................. 96
8.1 Overview of Unified IP IVR Licenses ........................................................................... 96
8.1.1 Types of Unified IP IVR Licensing .................................................................. 96
8.2 Upgrading To a Later Cisco Unified IP IVR Release .................................................... 96
8.2.1 Upgrading Cisco Unified IP IVR to a Later Release Using
Purchased Product IDs ................................................................................ 96
8.2.2 Upgrading Cisco Unified IP IVR to a Later Release Using
ESW/UCCS or SWSS .................................................................................. 96
8.1 Ordering Unified IP IVR 11.6 production Licenses ....................................................... 97
8.3.1 Ordering Unified IP IVR Not for Resale (NFR) Licenses ................................. 97
8.3.2 Ordering Customer Non-Production Systems ................................................. 97
8.3.3 Upgrading to Unified IP IVR 11.0 Licenses from a Previous IP
IVR Release ................................................................................................. 97
8.3.4 Product ID Summary Table for Unified IP IVR Product IDs ............................. 98
8.4.1 Ordering Unified IP IVR Not for Resale (NFR) Licenses ................................. 99
8.4.2 Ordering Customer Non-Production Systems ............................................... 100
8.4.3 Upgrading to Unified IP IVR 10.0 Licenses from a Previous IP
IVR Release ............................................................................................... 100
8.4.4 Product ID Summary Table for Unified IP IVR Product IDs ........................... 100
9. Cisco Remote Expert Mobile and Co-browse ...................................................................... 103
9.1 Remote Expert Mobile for Unified CCX customers ..................................................... 103
9.2 Remote Expert Mobile for Unified CCE, Packaged Contact Center and UCM
customers ................................................................................................................ 103
9.3 Remote Expert Mobile Bundles ................................................................................. 104
9.4 Remote Expert Co-browse for Unified CCX customers .............................................. 104
9.5 Remote Expert Co-browse for Unified CCE, Packaged Contact Center and UCM
customers ................................................................................................................ 105
9.6 Remote Expert Mobile and Co-browseNon-Production Suites.................................... 105
10. Cisco Unified Computing Systems (UCS) ........................................................................... 106
11. Customer Care SolutionsPlus Products .............................................................................. 107
12. Software Support Services ................................................................................................. 108
13. Cisco Services ................................................................................................................... 109
13.1 Cisco Unified Communications Services.................................................................... 109
13.2 Cisco Unified Communications Services—Tools for Quoting and Ordering ................ 109
13.2.1 Cisco Service Contract Center ..................................................................... 109
14. Cisco Capital Financing ...................................................................................................... 110
14.1 Removing Sales Barriers: .......................................................................................... 110
14.2 Tips for Taking Advantage of Financing to Accelerate and Close More Business: ...... 110
14.3 For more information about Cisco Capital Financing .................................................. 110
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1. Introduction
1.1 Purpose, Audience and Scope
This document describes the pricing, packaging structure and ordering for Cisco®
Customer Collaboration solutions currently shipping releases.
Note: Cisco retains the right to make changes to this ordering guide under the terms
and conditions of your Cisco software contract.
Audience—Cisco field and Cisco Unified Communications specialized channel partners
Scope—This ordering guide describes the pricing and ordering for the following
products:
● Unified Contact Center Express

● Unified Contact Center Enterprise
● Packaged Contact Center Enterprise
● Unified Customer Voice Portal
● Remote Expert Mobile and Co-browse
● Unified ICM Enterprise
● Unified IP IVR
For information on Hosted Collaboration Solution for Contact Cent (HCS-CC), or the end
of life’d products Unified Contact Center Hosted (Unified CCH), Unified ICM Hosted
(Unified ICMH) please send inquiry to ask-hcs-cc@cisco.com.
For information on ordering the Customer Collaboration Suite (UCCE and CVP) as part
of the Collaboration Enterprise Agreement, please send inquiries to CollabEA-CC-
Support@cisco.com or contact your Cisco account team.
For more detailed information about Cisco Contact Center products, select the Customer
Collaboration product on cisco.com that you are interested in here
http://www.cisco.com/en/US/partner/products/sw/voicesw/index.html, and click ‘Ordering’.
For example, this is the Contact Center Enterprise ordering page:
http://www.cisco.com/en/US/partner/products/sw/custcosw/ps1844/index.html.
1.2 Ordering and Quoting Tools
The Cisco Unified Communications Sizing Tool (CUCST) assists users with hardware
sizing of large or complex Unified Communications solutions by calculating the call
processing requirements for Unified Communications products that have a major impact
on performance and scalability. For additional information about CUCST, go to:
http://tools.cisco.com/cucst
Cisco Commerce Workspace (CCW) is part of the suite of Internet commerce tools
used by Cisco for managing online ordering of Cisco products. It can be used as the
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single workspace for all business transactions to register deals and quote, configure,
price, and order Cisco products, software, and services. All of the Customer
Collaboration products are supported by Cisco Commerce Workspace.
Cisco Commerce Workspace at Cisco.com (with password required) is located at

https://cisco-apps.cisco.com/cisco/psn/commerce
All software is delivered in electronic format as of April 2017.Cisco Service Contract

Center is an integrated solution that makes it easy for Cisco service sales teams and
partners to manage and grow their service business, profitably. It will:
● Quote and book your service orders and manage your service contracts and renewals
all with one simple, easy-to-use solution.
● Spend less time solving administrative problems, searching for opportunities, and
creating quotes.
● Spend more time growing your business using data you can trust; you don’t need to
spend time fixing or verifying data.
● Enable you to create and proactively manage your contracts.
Here is the URL link: http://wwwin.cisco.com/CustAdv/globalops/wwsso/service.shtml
Product/Business Unit Specific Pricing/Ordering Tool
For more information about ordering and also access to configuration tools please visit
the Assessment to Quality (A2Q) for Contact Center website at the following URL link:
http://www.cisco.com/en/US/partner/products/sw/custcosw/ps1846/prod_how_to_order.ht
ml.
1.3 Change History
This table provides a brief overview of the major changes in the versions of this guide.
Publication date Major changes compared to previous release
March 6, 2018  PCCE: Reference support for Specs-based server

 CCX: Clarify upgrade with SWSS for CCX NPS systems.
January 23, 2018  Updates for Finesse and CUIC to align with EOL of CCE
10, 10.5 and 11.0 versions.
 Added EoL/EoS qualification to 10.5 and 11.0 releases for
CVP, CCE.
 CCX: Noted that Context Service entitlement applies to
release 11.5 and later.
 Clarified that CVP Ports are not required for agent leg of
the call
October 19, 2017  Restore CCE-PAC-MIGRN=; remove additional
Mediasense SKUs
October 12, 2017  Removed references to MediaSense as EOL
 Clarify PCCE to UCCE migration note
September 19, 2017  Added reference to VVB XU Image for 11.6

 Updated statement for Public Safety Answering Point
PSAP
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August 16, 2017  Refreshed CVP VVB content for 11.6

 Updates in PCCE to reference 11.6
 Updates in Mediasense for EOL
 Added a section for IPIVR 11.6
 Added note in section 5.1.1=> Finesse server: As of Aug 6,
2016, Finesse server is available for all CCE customers
without additional license fee.
 Added details on CCX 11.6 release in CCX section
 Removed references to CCX STD and WFO QM
June 14, 2017  Remove Remote Silent Monitor (RSM) feature

 Add CCE-PAC-MIGRN= for UCCE to PCCE migration
 Update NIC list for ICME
April 20, 2017  Clarify NPS upgrades for UCCE, ICM,

 Removed references to physical delivery of software
 Updated CUIC
 Replaced CVP 10.0; clarified number of ports allowed
 Removed EIM/WIM and blended agent options
December 15, 2016  Updated Remote Expert Mobile and Co-browse section
November 30, 2016  Updated CCE NPS license details

 Added three new MediaSense SKUs for the 11.x release
 Added CVP-11-RPT-PRE as optional SKU for PCCE
 Updated PCCE 11.0 CVP concurrent sessions from 900 to
1350; added licenses note for CVP-11-PRD-UP=
 Removed UCS B200M3 and UCS C240M3S TRC #1 from
the PCCE bundle
 Revised CVP SKUs to remove L- prefix where applicable
 Updated Promo offer expiration
 Updated IPCE-PREMGAGTUPG guidelines
 Removed B+S PIDs and references from CCX section
September 16, 2016  Added link to Context Service Terms of Service

 Added CCX 11.0 Upgrade Table
 Updated CCX promo bundle table to clarify what is
included
August 6, 2016  Rev 2: Add PCCE VVB migration information

 Add 11.5 release:
o Revisions to UCCE, PCCE, UCCX licensing models
and price changes
o Add ECE, remove license for CUIC Premium and
server licenses for Finesse, SocialMiner
o Added notes that EIM/WIM is not available for 11.5
o Updated CVP for Voice browser bundled licensing
and migration option.
o Added Context Service entitlement rules to both
UCCE and UCCX chapters, with references from CVP
and PCCE chapters.
 Remove chapters specific to CUIC, Finesse, SocialMiner
 Moved SolutionsPlus to separate Ordering Guide
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May 6, 2016  Revised SKUs for CVP Port in L-CVP-UPG

 Updated Nuance availability to CCX users
 Updated the Calabrio and NICE S+ sections to clarify that
MediaSense is not a requirement.
 Removed the Calabrio Basic QM SKU.
 Updated the MediaSense ordering example with 11.x SKU
February 16, 2016  Added the subscription SKUs for Bucher+Suter SFDC
CRM
 Added B+S chat handling for Siebel CRM connector
 Removed IPCE-MC-NFR-DART & IPCE-PORTALAGT-__
references
 Updated CUIC section to show CUIC 10.x & higher as
orderable
 Remove EOL CVP 9.0
September 28, 2015  Removed CVP redundant requirement from PCCE add-on
section.
September 22, 2015  Updated the new CCX 11 promotional bundles

 Adjust PCCE scale
August 12, 2015  Updated for SocialMiner 11.0

 Updated for PCCE 11.0
 Clarified CAD/CTI-OS EOL impact on CCE standard,
enhanced, and premium agent licenses
 Added Finesse 11.0
July 28, 2015  Clerical update / formatting
July, 24, 2015  Extended Customer Collaboration Upgrade Offer

 Updated eGain Solutions Plus pricing
 Added clarification on CCX Outbound IVR ports in Sec
10.5
June 18, 2015  Added MediaSense 11.0 SKUs

 Added Remote Expert Mobile
 Updated links to Compatibility Matrix
May 30, 2015  Removed Cisco Siebel CRM

 Clarified licensing model for Bucher & Suter CRM
connector for Salesforce
 Added MediaSense Media kit to CCX section
 Updated IPIVR HA information
 Removed minimum agent requirement for PCCE
 Updated Nuance SKUs
 Additional data on CVP redundant ports
January 30, 2015  Clarified application of MediaSense promotion for all

Finesse/UCCX orders
 Added some clarifications on adding CVP Redundant Port
licenses.
 Added migration options from CCX to PCCE
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December 2, 2014  Added CCX 10.6 release

 Revised MediaSense, Calabrio and NICE SKUs
 Clarified IPCE-NPSENT information
 Removed UCSS references, inserted SWSS references
September 22, 2014  Changes to CVP Port and Reporting Server licensing
July 23, 2014  Updated MediaSense 10.x SKUs

 Added NICE and Calabrio WFM SKUs
 Added SKUs for UCCX/MediaSense promotional bundle
June 20, 2014  Added Packaged CCE 10.5 information

 Extension to Upgrade Customer Collaboration Promotion
 Added additional information to eGain S+ cloud SKUs
 Removed obsolete ERI/ARI SKUs
 Added B+S Microsoft (CCE and CCX) & Salesforce.com
(CCX) CRM Connectors
 Changed details of CVP non-production suites
April 25, 2014  Added eGain S+ cloud SKUs

 Added release 10.5 SKU information
 Added orderability info for EIM-WIM on HCS
 Added CCX NFR kits
February 14, 2014  Removed CCX as a child in P/C deployment

 Added mailer for inquiries about Enterprise Agreement
 Packaged CCE UCS C server update
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2. Tips for Using This Ordering Guide

There are several tips that can help you use this ordering guide effectively and simplify
the quoting and ordering of Cisco Customer Contact Center products.
Each product line has its own chapter in the ordering guide (click on the link to jump
there):
● Unified Customer Voice Portal

● Unified Contact Center Express
● Unified Contact Center Enterprise
● Packaged Contact Center Enterprise
● Remote Expert Mobile
● Unified ICM Enterprise
● Unified IP IVR
The chapters on Enterprise and CVP are divided into four subsections:
● Licensing: contains all information required to generate a quote for a customer.

● Ordering: contains information on actually entering the order in to the Cisco ordering
tool.
● Product numbering summary: contains a summary table with all product numbers,
Cisco Unified Communications Software Subscription and the related maintenance
items.
● Migration information: information on how the current licensing model maps into the
previous licensing model.
General inquiries about pricing may be sent to ccbu-pricing@cisco.com
For Questions on Unified ICMH and Unified UCCH, please send inquiries to ask-hcs-
cc@cisco.com
For questions on ordering the Customer Collaboration Suite as part of the Collaboration
Enterprise Agreement, please send inquiries to CollabEA-CC-Support@cisco.com .
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3. Cisco Unified Customer Voice Portal (Unified

CVP)
This section provides licensing and ordering information for Cisco Unified Customer
Voice Portal.
3.1 Active and End of Sale - End of Life CVP Versions

The active CVP solution software components are provided in this table:
CVP Solution Software Components Current Active Releases
CVP Server 10.5 (EoL)

11.0 (EoL), 11.5, 11.6
Call Studio 10.5 (EoL)

11.0 (EoL), 11.5, 11.6
Reporting Server 10.5 (EoL)

11.0 (EoL), 11.5, 11.6
Virtualized Voice Browser (VVB) 11.5, 11.6
The End-of-Sale/End-of-Life notices for earlier CVP Releases:
http://www.cisco.com/c/en/us/products/customer-collaboration/unified-customer-voice-
portal/eos-eol-notice-listing.html
3.2 Overview of CVP Licensing

The CVP solution licensing primarily consists of server software licenses and port
licenses.
 Server Software Licenses. A server software license provides entitlement to
download and install a particular CVP solution software component on a server.
o Some server software licenses may be optional based on desired
functionality.
o Entitlement to use certain software components is provided as part of
the solution ordering process and these software are not licensed
separately.
 For example, the Operations and Management Portal (OAMP)
is the administrative interface for the solution and is available
for all orderable Unified CVP solution configurations.
 Port Licenses. A port license provides entitlement to process a voice or video
call session on a given CVP solution component. Different CVP components
have separate requirement for port licenses.
The following sections describe the Unified CVP solution software licenses and
entitlements.
3.2.1 CVP Server-SW Licenses

One CVP Server-SW license provides access to download and host one instance of the
CVP server software. This software provides the core components involved in processing
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voice and video calls. You may require more than one software license if
 Total number of voice and video session that need to be handled on your
deployment is more than maximum capacity of a single CVP server.
 The deployment requires redundant CVP servers for high availability
A distributed contact center deployment requires CVP server software to be hosted on
multiple locations.
3.2.2 VVB Software Entitlement

This entitlement allows you to download and host one or multiple instance of the VVB.
VVB renders VXML based self-service applications that provide customers Interactive
Voice Response (IVR) experience in a contact center call flow. You need to host multiple
instances of VVB if
 The total number of concurrent sessions that will undergo IVR treatment is more
than the capacity of a single VVB instance
3.2.3 Call Studio Licenses

One Call Studio license is required for each machine that is used for developing self-
service applications on the Call Studio. At least one license is required for every
deployment, however you may order multiple licenses based on the number of
developers who require independent access to Call Studio software. Please note that the
Call Studio should not be run in a virtual environment where multiple users use a single
instance of the application.
3.2.4 Report Server Licenses

One Report Server license provides access to download and host one instance of the
CVP reporting server. The CVP Report Server provides a repository for CVP data. You
may require to order more than one software license if you intend to host multiple
instances of the reporting server in a distributed contact center deployment.
3.2.5 Call Director Server Licenses

A Call Director server license provides call control for non-Unified Contact Center
solutions. Call Director licensing is by server, with the number of sessions limited by the
capacity available on the server. Please note that Call Director Server licenses are
required only for non-Unified Contact Center ACDs and other devices front-ended by an
egress gateway. They are not required for terminating calls to Cisco Unified Contact
Center Enterprise.
The following sections describe the CVP solution port licenses.
3.2.6 CVP Port Licenses

When a voice or video call is handled by the CVP solution, it can be under IVR treatment,
in queue, or with an agent as part of the UCCE or PCCE solution. One CVP Port License
is required for each session that the CVP solution hosts on the IVR leg or in queue. You
would need to procure a total number of CVP port licenses equal to the total number of
concurrent voice and video call sessions that your CVP deployment will host at any given
point in time either for self-service or in agent queue. The CVP port licenses are
deployed on the CVP Server software instance. The maximum number of CVP Port
licenses that should be deployed on a given CVP Server instance depends on the
session handling capacity of the CVP Server and this value may vary with each CVP
software release version.
3.2.6.1 CVP Port Licenses for Redundancy

From 22nd
September, 2014 onwards one additional CVP Port License for redundancy is
bundled with each CVP Port License purchase. For CVP deployment high availability,
standby CVP Servers are used to handle voice and video calls in case primary servers
crash. One CVP Port License is required for each session that a CVP Standby Server
hosts on the IVR leg or in queue. Please note that CVP Servers hosted as standby
instances should not be used to handle regular production load when the primary servers
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are up and functional.
3.2.6.2 Voice Browser Session Entitlement

Just as CVP servers, Voice Browser servers also manage call sessions by way of
occupied sessions. A Voice Browser session is created when a caller is undergoing IVR
treatment or queueing using VXML application scripts rendered by the voice browser.
Starting Aug 6, 2016, a voice browser session entitlement is included with every CVP
Port license purchase.
3.3 CVP Ordering and Pricing Information
3.3.1 Unified CVP Ordering Overview

The Unified CVP Solution ordering provides numerous configuration options that cater to
deployment requirements for production, lab, demo, evaluation, and training. The
following is a quick summary.
Deployment Requirement Suggested Configuration
Production Deployments The Unified CVP Solution is available for enterprise contact center production
deployments as a standalone product or as part of the UCCE or PCCE solution.
Lab Setup The Unified CVP Not-for-Production (NPS) kit provides entitlement to setup a full
featured Unified CVP deployment for non-production use.
Demo and Training The Unified CVP Not-for-Resale (NFR) kit is available to eligible partners for
setting up feature demonstration setups and conduct trainings.
Evaluations The Unified CVP Evaluation pack is a cost effective way to access a temporary
evaluation environment to try out the latest CVP solution features.
3.3.2 Unified CVP for Production Deployments
If you are ordering CVP as part of a larger UCCE or PCCE solution order, then the
ordering process will automatically allow you to select the required CVP components for
a UCCE or PCCE order. You may review the content in this section to understand more
about what each of those orderable PIDs provide and make decisions on quantity and
optional components.
When ordering Unified CVP solution, the core options are available under the part
number CVP-11.X for CVP 11.6, 11.5, & 11.0 versions and CVP-10.X for CVP 10.5
version.
CVP Top Level Part numbers:

Product Numbers Description List Price ($US)
CVP-11.X CVP 11.x Top Level Part Number N/A
CVP-10.X CVP 10.x Top Level Part Number N/A
The following tables summarize key points to keep in mind while ordering the CVP 11.X
solution.
CVP-11.X Parts and Description Suggested Quantity

Options
CVP-11-SERVER-SW CVP Server Software Licenses As per deployment size and feature requirements
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VVB Software VVB Server Software Entitlement  Available free of cost for one or more
VVB deployments.
 This option adds the VVB entitlement
to your order. VVB software is
available in two orderable options.
One that allows use of secure voice
channel with SRTP and one that does
not.
CVP-11X-PTS CVP Port Licenses  Equal to number of voice and video

calls handled at full capacity on IVR or
queue.
 From 22nd September, 2014 onwards
one additional CVP Port License for
redundancy is bundled with each CVP
Port License purchase. Henceforth,
new CVP Port License orders do not
need to add redundant ports separately
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You may want to add the following components for additional functionality.
CVP-11.X add-on Description Required Quantity

Parts
CVP-STU-11= Call Studio Software Licenses As per maximum number of developer machines
CVP-11-RPT-PRE= Report Server Software Licenses  As per deployment size and feature
requirements
 Available free of cost
During the ordering process, you would see a few of additional line items. Please note,
that these are for internal feature control and hence not of significance to the ordering
process. The following table however, gives a brief summary of what these mean for
clarity.
Product Numbers Description
CVP-FL-VXML This part provides the customer an IOS voice browser session entitlement for
every CVP Port license purchased
CVP-11X-PTS-TOTAL This part provides the customer one additional CVP Port License for
redundancy for each CVP Port License purchased
The following sections describe the Unified CVP Solution software and port product parts
in more details.
3.3.2.1 CVP Server

CVP Server licenses are required for every server on which CVP execution software
resides. This includes servers that host the CVP Server functionality and Call Director
software. The CVP server provides SIP based call control and VXML processing
capabilities for all Unified CVP solution deployment models.
Server part number information:

CVP-11-SERVER-SW CVP 11.x Server Software $200
3.3.2.2 VVB Software

VVB provides VXML processing capabilities for executing IVR applications. These
applications provide self-service, agent queuing, and DTMF collection capabilities for the
contact center.
Starting with Release 11.6, the VVB Software option would allow customers to choose
either CVP-VVB-11-SW or CVP-VVB-11-SW-XU software part. The former allows secure
media processing using SRTP with VVB, while the latter does not support this feature. To
ship VVB to a country that restricts use of SRTP media, the CVP-VVB-11-SW-XU part
should be ordered. The default selection is CVP-VVB-11-SW.
The VVB software entitlement allows customers to host VVB on UCSE hardware or
release 11.6 onwards on the Cisco Integrated Service Routers 4000 series with the
Kernel-based Virtual Machine (KVM) environment available natively on these devices.
CVP-VVB-11-SW VVB 11.x Server Software[Security Enabled] N/A
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CVP-VVB-11-SW-XU VVB 11.x Server Software[Security Disabled] N/A
3.3.2.3 Unified Call Studio

A license is required for each developer workstation where a developer is developing
self-service applications to run on VXML Server. There is typically at least 1 call studio
license per CVP deployment, and these are for developer machines and not server
machines. Therefore, be diligent in determining the number of developer machines
developing CVP applications and order an equal number of seat licenses. Even though
developers use Call Studio, any partner or customer must purchase a full license in order
to develop applications for use on production systems. For this software only, the term
“production use” means “use for development” and “use for production” for any type of
application.
Call Studio is developer (user) software intended to run separately from CVP Server,
therefore Server licenses are not required for machines running Call Studio. Call Studio
works only on Windows client software. Please note that it should not be run in a virtual
environment where multiple users use a single instance of the application.
Unified Call Studio part number information:

CVP-STU-11= Call Studio 11.x $5,500
3.3.2.4 CVP Report Server

This license provides the reporting repository for CVP data. Included with the license is a
relational database for querying of data to build reports. The Cisco Unified Intelligence
Center client provides the capability to report from data stored in the report server. The
premium-reporting server supports quad processor server. The standard reporting server
option is no longer available. The List price for CVP reporting premium server has been
changed to $0 from 22nd September 2014. Please refer to the CVP Installation and
Upgrade Guide for more information.
CVP Report Server part number information:

CVP-11-RPT-PRE= CVP 11.x Report System – Premium $0
CVP-10-RPT-PRE= CVP10.x Report System – Premium $0
3.3.2.5 CVP Ports

This is the main component of CVP licensing. Each CVP port license provides a user
with the following abilities:
● Self-service and Queuing: Provide self-service or queuing for one call, followed by one
transfer (any type of transfer supported by CVP). If a customer will have X number of
calls in queue and Y number of calls receiving self-service treatment, one must order a
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minimum of X+Y ports to ensure sufficient ports are ordered. Video calls are treated
and sized the same as traditional audio calls for the purpose of port licensing. The
maximum number of ports supported by the CVP per server are as follows:
o For Release 10.5 & 10.0
 900 CVP Ports per server for Unified CCE and Packaged
CCE deployments
o For Release 11.0
 900 CVP Ports per server for Unified CCE deployments
 1350 CVP Ports per server for Packaged CCE deployments
o For Release 11.5 & above
 3000 CVP Ports per server for Unified CCE and Packaged
CCE deployments
● CVP Ports for Redundancy. From 22nd September, 2014 onwards one additional CVP
Port License for redundancy is bundled with each CVP Port License purchase.
Redundant ports are available to allow redundancy on separate servers. While
redundant ports are operational at all times, the primary purpose of redundant ports is
to help ensure no loss of service. The redundant ports should not be considered
available for known high port utilization periods; therefore, at a given point in time, total
number of ports used must not be more than the purchased CVP port licenses.
Existing customers who ordered their CVP Port licenses before Aug 22, 2014, and
having no Redundant Port licenses or a lower number of Redundant Port licenses
than CVP Ports can order additional Redundant Ports to match the number of CVP
Ports. For adding redundant port use the SKU CVP-xx-RED-ADD, where xx indicates
the release number. At any point, the number of redundant ports cannot be more than
the number of production ports.
Ordering notes:
● One license provides either queuing or self-service support for one call. One license
does not provide queuing for one call, and simultaneous self-service for a second call.
● If your company is considering Cisco Unified Communications in a Public Safety
Answering Point (PSAP) or equivalent emergency services environment, please
contact your Cisco field representatives prior to purchase or deployment.
CVP Ports part number information:

CVP-11X-PTS CVP 11.x Port License $1100
CVP-11X-REDPT CVP 11.x Redundant ports $180
CVP-10X-PTS CVP 10.x Port License $1100
3.3.2.6 Voice Browser Sessions

For every active voice or video session on CVP, an active voice browser sessions is
required on the VVB or IOS VB.
Starting Aug 6, 2016, a voice browser session entitlement is included with every CVP
Port license purchase. The voice browser can either be the VVB or an IOS VXML
Browser. Therefore, when buying a CVP Port license after Aug 6, 2016, it is allowed to
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deploy either the VVB or the IOS VXML Browser on an IOS gateway, without buying
VXML Feature licenses on the gateway separately. The CVP Port license provides
entitlement to 1 concurrent voice browser session (VVB or IOS VB) irrespective of the
number of voice browser instances deployed in the solution.
Customers who ordered CVP Port licenses before Aug 6, 2016, need to buy migration
licenses in order to deploy the VVB. Customers can continue to use their existing IOS
VXML licenses on IOS GW as they would continue to be supported with the CVP and
other CC solutions till their active life as per the Cisco EoS policy. (Please note that IOS
based VXML licenses are tied to the respective ISR hardware and the EoS / EoSWM
date for ISR G2 hardware has been announced).
As the entitlement to use Voice Browser is now bundled with the purchase of CVP ports,
there are no separately orderable parts for this component.
3.3.2.6.1 VVB Migration Licenses

Customers who have purchased CVP Port licenses prior to Aug 6, 2016, which did not
have the bundled Virtual Voice Browser entitlement, can migrate their CVP Port licenses
to include the bundled voice browser licenses. To do this they need to purchase a
migration license for each CVP port that needs to be migrated. Each migration license
provides entitlement to 1 concurrent voice browser session (VVB or IOS VB) irrespective
of the number of voice browser instances deployed in the solution. The migration license
details are as mentioned in the table below:
CCE-PAC-VVB-MIGRN Migration to CVP Ports with Voice Browser for Packaged $100
CCE
CVP-PTS-VVB-MIGRN= Migration to CVP Ports with Voice Browser for Unified $200
CCE
3.3.2.7 Context Service

See section 5.2.3 in Chapter Unified Contact Center Enterprise for Context Service
entitlement rules.
3.3.2.8 Unified CVP Call Director Licenses

CVP Call Director provides the ability to control calls to non-Unified CCE ACDs and IVRs
when CVP is used to retain the control of SIP signaling. The CVP Call Director Server
license provides call control for the maximum sessions allowed per a server (For
additional ports, combine the packages below to reach the desired amount of
simultaneous ports).
CVP Call Director Server part number information:

CVP-11-CC-150= CVP 11.x Call Director (includes Software Lic for 150 Ports) $40,000
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Unified CVP Call Director Licenses are required when Unified CVP is used for IP
switching to endpoints who are not on Cisco Unified CCE systems, such as agents on 3rd
party ACD systems. This includes deployments where CVP is connected to ICM with
connected 3rd party ACDs.
Call Director is licensed per server and per the desired number of call director ports/calls
on each server.
For each call receiving voice treatment in CVP (self-service, queuing), regular CVP port
licenses are required. For each call connected to a 3rd party ACD agents a Call Director
license is required.
If you have a mix of Unified CCE agents and 3rd party ACD agents, all calls connected to
3rd party ACD agents, require a Call Director server and port license in addition to the
CVP Port licenses.
If you only use pure Call Director application with CVP (neither self-service nor queuing is
used) then you do not need to figure out the required port licenses for queuing/self-
service during IVR phase and only concern with the needed call director ports in order to
obtain the corresponding Call Director Server software licenses.
There is a unique situation in the pure call director application with CVP when you
choose to use release port transfer with a sole call director application (i.e., no self-
service and queuing usage in the deployment; just pure IP Call Directing/Switching). You
still need the Call Director server software licenses on each server. However, since the
port is released, you do not include these ports in sizing CVP call director servers but
instead relying on the cps to size the CVP servers. This implies you need to select at
least the smallest Call Director Server software license for this call director deployment
(i.e., the server with 150 port option).
3.3.3 Not-for-Production Systems, Not-for-Resale and Evaluation Kits
3.3.3.1 Not For Production Systems

Unified CVP Not-for-Production (NPS) lab systems are for use by CVP customers or
partners in a non-production environment. Not-for-Production Systems should be ordered
when production calls will not be taken on the system. Typical examples for use are lab
systems for use in development, testing, system integration testing, load testing, and so
forth.
Lab systems provide:

● Server Software License for 4 CVP servers
● VVB Software entitlement to download and host one or more VVB instances
● One Report Server License (additional Report Servers can be ordered for $0
separately)
● For Release 10.5
o 900 CVP Port licenses per server for Unified CCE and Packaged CCE
deployments
● For Release 11.0
o 900 CVP Port licenses per server for Unified CCE deployments
o 1350 CVP Port licenses per server for Packaged CCE deployments
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● For Release 11.5 & above

o 3000 CVP Port licenses per server for Unified CCE and Packaged
CCE deployments
Note. Call Studio Software License is not included and must be purchased separately.
3.3.3.2 Not-For-Resale Systems

The Not-For-Resale kits are available for Partners. CVP Not-for-Resale (NFR) kits are
provided to partners for internal learning, demonstration and non-production purposes,
These NFR kits support all CVP functionality, including:
● Server Software for four CVP servers

● One Reporting Server (additional Reporting Servers can be ordered for $0 separately)
● One Call Studio license to be used for non-production application development for
one machine
● 30 CVP port license
The NFR kits are not to be used for customer evaluations or by partners for
development of customer solutions. Call Studio is considered “production use” when
it’s used to develop customer solutions, so a full license must be purchased as a general
rule – even when used by developers.
3.3.3.3 Evaluation Kit

The CVP Evaluation kit is available for partners to trial a solution at a customer site in
order to provide customers with the opportunity to evaluate the solution at their premise.
The evaluation kit provides a 90-day license with:
● Server Software for 1 machine

● 1 Studio license for 1 machine
● 30 CVP port licenses
The Evaluation Kit is not to be used by partners or customers for development of
production solutions. Call Studio is considered “production use” when it’s used to
develop production solutions, so a full license must be purchased as a general rule –
even when used by developers.
3.3.3.4 NFR, NPS and Evaluation part number information:

CVP-11-NPS= CVP 11.x Not-for-production System $3,995
CVP-11-EVAL= CVP 11.x Evaluation License (90 days from ship date) $25
CVP-11-NFR= CVP 11.x Not-For-Resale $100
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3.3.4 Unified CVP Upgrade Licenses for IPIVR customers
Customers who have a valid Services Contract and are running IP IVR are entitled to
software upgrade to a CVP platform. Those customers can purchase upgrade license to
move from IP IVR to CVP. For example, with CVP 11.x, the SKU for port license upgrade
from IP IVR to CVP 11.x appears as the CVP-11X-FEAT-UPG. From this top-level part
number, customers can order ports (CVP-11X-FEAT-U-PT). This license is a regular
CVP Port license at a reduced price and provides the exact same entitlement as the
regular CVP Port license, including CVP Ports, Redundant Ports, voice browser license
(when ordered after Aug 6, 2016) and reporting server.
CVP-11X-FEAT-UPG IP IVR migration to CVP 11.x $0
CVP-11X-FEAT-U-PT CVP 11.x Feature Upgrade Port License $620
3.3.5 Customer Collaboration Upgrade Offer
This section describes the Customer Collaboration Upgrade Offer which is scheduled to
expire July 30, 2018 This offer is for CVP customers who want to upgrade to an available
release, but do not have a valid service contract. The offer consists of two parts:
attractively priced upgrade licenses, plus a mandatory purchase of a 3-year1Service
Contract. The Customer Collaboration Upgrade Offer is also available for Contact Center
Enterprise (see section 5.4.2).
The upgrade licenses are priced at approximately one-third of the price of a new license.
The components for which upgrade licenses are available are:
 CVP Ports (including Redundant Ports, Voice browser and Reporting Server)
 Servers
 Call Control Servers and Sessions
 Studio
The Customer Collaboration Upgrade Offer is ordered through a top-level product code
CC-UPG-BUNDLE.
Notes:
 CVP 11.0/10.x upgrade media is NOT shipped as part of the upgrade SKUs. It
needs to be ordered separately.
 All upgrade orders go on New Product Hold and entitlement will be verified
before the order is released.
Upgrade order provides entitlement to use voice browser (VVB or IOS VB) software
1
One year SWSS contract allowed for customers who cannot legally buy 3-year contracts.
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3.3.6 Product number summary tables
This section contains summary tables with all Unified CVP 10.X and 11.X part numbers.
CVP 11.X Part Numbers

List Price
($US)
Unified CVP Top Level Part Number
CVP-11.X CVP 11.X N/A
Unified CVP Ports and redundant Ports
CVP-11X-PTS CVP 11.x Port License $1,100
CVP-11X-RED-ADD CVP 11.x Additional Redundant Ports N/A
VVB Software
CVP-VVB-11-SW VVB 11.x Server Software[Security Enabled] N/A
CVP-VVB-11-SW-XU VVB 11.x Server Software[Security Disabled] N/A
Unified Call Studio
Unified CVP Call Director Server
Unified CVP Report Server Licenses
Unified CVP Not-for-Resale and Evaluation Kits
Customer Collaboration Upgrade Offer
CC-UPG-BUNDLE Customer Collaboration Upgrade Offer $0
CVP-UPG CVP Upgrade $0
CVP-11PTSUPG CVP 11.x Port License upgrade $435
CVP-11REDPTSUPG CVP 11.x Redundant Ports upgrade $60
CVP-11x-SRVUPG CVP 11.x server upgrade $60
CVP-11x-STUUPG CVP 11.x Studio upgrade $1,650
CVP-11x-CCUPG CVP Call Control Upgrade 11.x $75
CVP-11x-CCSRVUP CVP 11.x Call Control Server Upgrade $10
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Product Numbers Description List Price

($US)
Migrations from IP IVR
Migration to CVP Ports bundled with Voice Browser
CCE-PAC-VVB-MIGRN Migration to CVP Ports with Voice Browser for Packaged CCE $100
CVP-PTS-VVB-MIGRN= Migration to CVP Ports with Voice Browser for Unified CCE $200
Call Director Licenses
List Price
($US)
CVP-10.X CVP 10.x N/A
CVP-10X-PTS CVP 10.x Port License $1,100
CVP-10X-RED-ADD CVP 10.x Additional Redundant Ports N/A
Unified Call Studio
Unified CVP Call Director Server
Unified CVP Report Server Licenses
Unified CVP Not-for-Resale and Evaluation Kits
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($US)
CC-UPG-BUNDLE Customer Collaboration Upgrade Offer $0
CVP-UPG CVP Upgrade $0
L-CVP-1PTSUPG CVP 10.x Port License upgrade $435
L-CVP-1REDPTSUPG CVP 10.x Redundant Ports upgrade $60
CVP-10x-SRVUPG CVP 10.x server upgrade $60
CVP-10x-STUUPG CVP 10.x Studio upgrade $1,650
CVP-10x-CCUPG CVP Call Control Upgrade $75
CVP-10x-CCSRVUP CVP 10.x Call Control Server Upgrade $10
Migrations from IP IVR
CVP-10X-FEAT-UPG IP IVR migration to CVP10.x $0
Migration to CVP Ports bundled with Voice Browser
CCE-PAC-VVB-MIGRN Migration of CVP Ports with Voice Browser for Packaged CCE $100
CVP-PTS-VVB-MIGRN= Migration to CVP Ports with Voice Browser for Unified CCE $200
Call Director Licenses
Notes
● Details on Service contracts are available at www.cisco.com/go/swss
● If your company is considering Cisco Unified Communications in a Public Safety Answering Point
(PSAP) or equivalent emergency services environment, please contact your Cisco field
representatives prior to purchase or deployment.
3.3.7 Upgrades using SWSS
3.3.7.1 Minor release upgrades

Since CVP 10.0 the license keys requirement for minor upgrades (e.g. 10.0 to 10.5 and
11.0, 11.5, and11.6) has been simplified. Customers upgrading their existing CVP
servers to next minor release will no longer require upgrade license keys, as long as they
have a valid services contract. They would simply upgrade the CVP software to the next
minor release and continue to use the existing license keys on their CVP system. For
example, both CVP 10.0 and 10.5 will run on 10.0 license keys. There are no CVP 10.5
or 11.5 specific SKUs for the CVP Software Server, CVP Reporting Server or Call Studio.
CVP 10.x SKUs will ship CVP 10.5 media, and CVP 11.0 SKUs will ship with both CVP
11.0 and 11.5 media and the customer can choose the version they wish to deploy.
Customer planning a minor release upgrade, with a valid services contract will have
access to a CCO link to download the upgrade installer files. (See details in CVP
Installation & Upgrade Guide).
3.3.7.2 Major release upgrades via the Product Upgrade Tool (PUT)
Customers having valid service contracts for both CVP and Call Studio are eligible to
upgrade to a newer major release for equivalent license quantities.
NPS kits can be upgraded based on the SWSS contracts on the customer’s production
system. NPS kits purchased prior to Aug 6, 2016, are entitled to be used with the VVB if
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upgrade licenses are purchased for the customer’s production CVP Ports as described in
section, VVB Migration Licenses.
Please note that there is no upgrade license required for self-service ports
(whether primary or redundant).
The following are the orderable parts.
 CVP-xx-PRD-UP= for all server software upgrade other than Call Studio
o Allows upgrade for CVP Server, Reporting Server, and Call Director
software installations
 CVP-STU-xx-PRD-UP= for Call Studio upgrade
The process to upgrade and deploy the Unified CVP licenses is as below:
1) Login to Product Upgrade Tool (PUT) using valid service contract. Choose the
‘advanced’ option and proceed.
2) Now look for the appropriate release upgrade licenses (aka PUT licenses e.g. for
upgrading to CVP 11.0 choose CVP-11-PRD-UP= and CVP-STU-xx-PRD-UP=)
NOTE: CVP-11-PRD-UP= provides the customer with 3000 CVP Port licenses however
only Release 11.5 and above supports 3000 sessions per server; customers upgrading
to 11.0 should restrict the maximum sessions directed towards one CVP Server to 900
sessions (1350 for PCCE).
3) Choose the appropriate numbers of CVP upgrade licenses required. (Note: You will
need one such license for each machine where CVP Server, Reporting Server, NPS, or
Call Director software is installed.
E.g. If you have 4 CVP servers (2 production and 2 lab – part of NPS kit), 2 reporting
server (1 production and 1 part of NPS kit), then you should order 6 quantity of CVP-11-
PRD-UP= license, if upgrading all these components to release 11.0).
4) When an order is placed on PUT, customer receives PAKs and they can generate
licenses on www.cisco.com/go/license.
5) Generate upgrade license using these PAK.
6) After Installing or upgrading the a CVP Server or Reporting server (as the case may
be), copy the original license and deploy the upgrade license on top of it. This will allow
you to run the server on upgraded software. (Refer “Upgrading a License from an Earlier
Release” section in CVP Install and upgrade Guide” for more details.)
3.4 Ordering Examples for Production CVP Systems
3.4.1 Example 1 – Ordering Unified CVP as part of a Unified CCE solution

deployment
A Unified CCE customer with 1000 agents desires 400 ports for queuing, 300 ports of
self-service, and 100% redundancy across two sites. The deployment uses SIP.
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Solution:
Because queuing and self-service ports use the same license, this customer requires 700
Unified CVP port and 700 redundant port licenses, with 2 server licenses. Each site
requires one CVP server to handle 700 concurrent self-service and in queue call
sessions.
Unified CVP components required:
● 2 Server Licenses (one server for primary, one server for redundancy)
● 700 Port Licenses (will additionally receive 700 Port Licenses bundled for use on
redundant server)
● One Studio license
● Reporting Server License is optional
Note that no Call Director Server licenses are required for the 1000 agents because they
are Unified CCE agents and already have the Call Director license.
3.4.2 Example 2 – CVP Stand-alone Ordering Use Case
A customer desires a standalone (without Unified ICM or Unified CCE) self-service

solution of 450 ports and 100% redundancy.
Solution:
This customer would require 450 ports of Unified CVP, 450 redundant ports, and 2
Unified CVP Server Licenses.
Unified CVP components required:
● 2 Server Licenses (one server for primary, one server for redundancy)
● 450 Port Licenses (will receive 450 Redundant Port Licenses bundled)
● Reporting Server License is optional (If Reporting is desired, an additional Server
license is required for the Call Server used for Reporting.)
3.5 CVP Licenses Fulfillment/ Distribution
This section highlights how the licenses will be distributed/ fulfilled with the order.
Once the order has been released and processed, the customer will receive the CVP
Software Media along with the CVP Software License instructions and Product
Authorization Keys (PAKs, also called PAK Codes, which typically a combination of
numbers and letters.)
The customer (or partner) needs to log in at www.cisco.com/go/license with their Cisco
ID and use the PAK codes to unlock the various product SKUs ordered. Sometimes,
there are multiple PAK Codes. They don’t necessarily correspond one-to-one with the
product line item(s) or quantities ordered. When all of the product line item(s) and
quantities ordered are unlocked, the customer/partner can start to obtain the actual
licenses for Unified Customer Voice Portal components.
Please Note: Customers do not have to license everything at once. They can come
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back at any time and log in with their Cisco.com ID and license additional software that
they entered a PAK code for previously. (Think of it like a gift certificate you get in the
mail, that you enter on a website – that never expires. The PAK Code unpacks itself the
first time and entitles your account to come back anytime and fulfill or partially fulfill
anything you ordered under that PAK Code. You can also come back and “rehost’ it if
you move the software to a new machine.)
3.5.1 CVP Unified Call Studio License Fulfillment
Unified Call Studio license is tied to the MAC address of the developer machine.
3.5.1.1 Built-in Limited Studio License Usage

Unified Call Studio can be installed and used for up to 30 days without an actual product
license key.
User should install the actual product license key using the directions in the CVP
Installation Guide documentation.
3.5.2 Unified CVP Server License Fulfillment
As described earlier in this chapter, customers are required to order a CVP Server
Software (SW) License for all servers that run CVP Server software. It provides queuing,
call control (agent transfer), and self-service capabilities.
The CVP Server component is licensed by IP Address.
In addition customers would upload CVP port licenses to the CVP server to allow
allocation of the available CVP ports for call control, agent queuing, and IVR treatment.
Customers should host the procured CVP ports licenses per server within the maximum
port handling capability of the CVP server. For example, release 11.5 onwards, each
CVP server has a port capacity of 3000. Therefore, customer should at max host 3000
CVP Port licenses per CVP server.
3.5.2.1 Built-in Limited CVP Port License Usage

From CVP 8.5 onwards, Unified CVP Server can be installed and will run with 30 ports
for 30 days without an actual product license key.
3.5.3 CVP Unified Reporting Server License Fulfillment
Customers who order a reporting server license will receive a PAK for the CVP
Reporting Server. CVP Reporting Server licenses are similar to CVP Call Server
licenses in that they are tied to IP addresses and the same fulfillment mechanism
applies.
3.5.4 Unified CVP Call Director Server License Fulfillment
Call Director Licenses are additional licenses on top of the CVP Call Server licenses. The
fulfillment of CVP Call Server licenses will apply to call director deployment model
meaning there is no additionally specific call director license fulfillment. Customers
should order Call Director licenses according to their need of call control/director
sessions/ports. Note that Call Director ports are ordered in bundles (e.g. 150, 300, 600,
and 850) and not by port from CVP Release 4.x and later.
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3.5.5 Summary of CVP License Fulfillment
Since Cisco doesn’t know the CVP model that the customer is going to deploy Unified
Customer Voice Portal with (of which you may change it in the future) and to keep
licensing both flexible and simpler, customer will be provided with all the needed licenses
for any CVP deployment models.
For example, when you go to www.cisco.com/go/license to fulfill two server software

licenses on two physical servers for a stand-alone deployment mode: one Server for 200
CVP port licenses for self-service and one redundant server (with 200 redundant ports),
you will get the following:
 One Server for 200 ports for call control, self-service, and queuing
 One redundant server (with 200 redundant ports bundled)
You should not use the redundant ports in a production configuration other than when a
CVP Server has failed. Ideally, at no time in your deployment the number of concurrent
sessions should cross a value of 200.
Please Note: The customer is legally entitled to use only what has been ordered, not
what has been fulfilled. Cisco thinks this fulfillment policy makes use of the product more
flexible.
3.5.6 Voice Browser Licensing

As of Aug 6, 2016, CVP port licenses include voice browser entitlement. As a part of this
entitlement, with the purchase of 1 CVP self-service port, the customer has the
entitlement to use 1 VXML session on the voice browser of their choice i.e. VVB or IOS
VB. Please refer to section 3.3.2.6.1 for more details.
Therefore, post Aug 6, 2016 in most cases, customers would not need to buy IOS VB
licenses. However, if for some reason, a customer needs to buy IOS VB license, then
please use the below guidelines for the same.
Please consult the following link IOS Ordering Guide regarding on how to order IOS
Gateway and Cisco IOS VXML licensing for use with CVP solution. This also applies to
Gatekeeper ordering.
Please note that if you are using any of the Cisco Integrated Services Router (ISR)
gateways (Cisco 2800, 3700, or 3800 Series Routers) as VoiceXML gateways, you must
purchase additionally FL-VXML-1 or FL-VXML-12 licenses to enable the VXML
functionality.
This is different from the AS5xxx series in that the VXML license is bundled with AS5xxx
series that is used as a combo GW (meaning it has DSP to support PSTN GW (TDM)
and VXML functionality altogether).
For example, the SKU for AS5xxx bundle is “AS535XM-8T1-V-HC: AS5350XM High-
Density Voice w/ 8T1, 8 AS5X-PVDM2-64, IP+ IOS”, which will have VXML functionality
embedded.
If the AS5xxx is used as a dedicated VXML GW (i.e., DSP-less option), you have multiple
VXML license options; e.g. the SKU for 192 VXML sessions is AS535XM-VXML-192-V.
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Starting release 11.6, customers can deploy VVB on the Kernel-based Virtual Machine
(KVM) that is available natively on the Cisco Integrated Service Routers 4000 (ISR 4K)
Series. Please note that UC license would be additionally required to use the ISR 4Ks as
ingress gateways to the contact center solution. You can choose the IOS Technology
Package license: SL-43XX-UC-K9 or the ‘V’ bundle USR4XXX-V/K9 based on particular
requirements.
1. UC license is mandatory to use ISR 4Ks as ingress gateway
2. This license allows dial peer configuration towards the contact center on the Ingress
Gateway
3. Both IOS technology license and ‘V’ bundle are available for all the chassis so there
is no distinction on the model level.
4. For more details on UC licensing please refer to the ISR 4K Ordering Guide.
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4. Cisco Unified Contact Center Express (Unified

CCX)
4.1 Cisco’s Configuration and Pricing Tools
The Communications Sizing Tool (http://tools.cisco.com/cucst/faces/login.jsp) is

required for any Cisco Unified Computing System based configuration.
4.2 Overview of End of Life and End of Sale Status for Cisco
Unified CCX Versions
For detailed EOL milestones please see

http://www.cisco.com/en/US/partner/products/sw/custcosw/ps1846/prod_eol_notices_list.
html.
All Cisco Unified CCX 3.x (3.0, 3.1 and 3.5), 4.x (4.0, 4.1 and 4.5), 5.0, 6.0, 7.0, 8.0, 8.5
and 9.0 versions are End of Life and End of Sale. Customers on these systems cannot
purchase additional components and need to migrate to a version available for sale.
4.3 Overview of Cisco Unified CCX Licensing
The following licenses are available for use with Unified CCX:
1. Inbound voice user licenses

 Cisco Finesse with Premium licenses supports Preview, Predictive and
Progressive Outbound Agent, Web Chat, Agent E-mail
2. Non-High Availability (HA) Active server software license (these are auto-included
with new seat orders)
3. HA Standby server software licenses (these are included with the 25-seat promo
bundles starting 6 Aug 2016)
4. Outbound IVR port and Outbound progressive and predictive agent licenses
5. Compliance Recording (CR) user licenses
6. Advanced Quality Manager (AQM) user licenses
7. Workforce Management (WFM) user licenses
8. Context Service entitlement, see section 4.3.5 for details
Licenses are obtained by purchasing the appropriate product ID for type of seat and
server software desired.
Notes:
--End of Life for Unified CCX Standard licenses and Unified WFO Quality Management licenses has been
announced. The End of Sale for these licenses is December 16, 2016 and beyond this date, customers cannot
order new CCX STD systems and purchase new QM licenses on new/existing CCX System
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4.3.1 Server vs. Seat licenses

The CCX primary and High Availability standby server each requires a server license. For
Non-HA UCCX the server license is included with the seat licenses when a new order is
placed and for UCCX with HA, a separate HA license for the dual server cluster is
required(Note: HA license is included at no additional cost with 25 seat Enhanced and
Premium bundles).
All other feature options (other than Outbound IVR) are sold on a per seat basis and
each seat requires a license (see also below for concurrent vs. named users).
SocialMiner is required if the customer is deploying Web Chat and/or Finesse Email. The
SocialMiner license is included with CCX Premium licenses.
4.3.2 Port licenses

Each CCX Premium Outbound IVR port requires a port license. There is no Outbound
IVR server license as Outbound IVR is integrated with Unified CCX.
4.3.3 Node Locked vs. Non-Node Locked Server Software Licenses

For all releases 3.x, 4.x, 5.x, 6.x and 7.x server software is NOT node locked.
Beginning in release 8.0 the CCX primary server will be the only node-locked server
license. Nodes are locked via a virtual MAC address. All other components, including
High Availability standby server and all seat options, including WFO seat options, will be
node-locked to the CCX primary server.
4.3.4 Concurrent vs. Named User (seat) 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.
Concurrent Licensing Example: Company A has 300 unique users that work in 3 shifts.
Each shift has 100 logged in users. Company A needs to purchase only 100 concurrent
user licenses.
Named licenses apply to unique individual users regardless of their logged in status.
Named user licenses are required for all WFO options including Compliance Recording,
Advanced Quality Manager and Workforce Management.
Named Licensing Example: Company B has 300 unique users that work in 3 shifts and
each needs access to the licensed option. Each shift has 100 logged in users. Company
B must purchase 300 named licenses.
Examples of named users include:
 Recorded or scheduled agent

 Supervisor using the desktop
 Manager, evaluator or other person with a login
4.3.5 Context Service Entitlement
Context Service provides data storage in cloud to store end-customer journey data from
Cisco Contact Center products(version 11.5 and later) as well as 3rd party products. This
cloud-based service is operated by Cisco. Customers must have an active SWSS
subscription on one or more of the following Cisco Contact Center product licenses to be
entitled to use Context Service:
● CCX agent licenses – all types
● CCE agent licenses – all types
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● CVP port licenses

● Packaged CCE agent licenses
● HCS-Contact Center agent licenses
Context Service must be actively used from one of the above listed Cisco Contact Center
products to obtain support for this service from Cisco TAC. Context Service APIs can be
used to integrate with 3rd party products as long as the conditions stated in this section
are met.
Partners must ensure that customers acknowledge the following Context Service Offer
Description before use:
http://www.cisco.com/c/dam/en_us/about/doing_business/legal/service_descriptions/docs
/context-service-offering-description.pdf
Partners can create a Context Service enabled account (Org) for entitled customers via
Cisco Cloud Collaboration Management portal. Learn more about Context Service
onboarding and capabilities at:
http://www.cisco.com/go/contextservice
4.3.6 Concurrent Outbound IVR Licenses

Outbound IVR ports are licensed concurrently. Whenever an outbound IVR session and
a progressive/predictive agent calls begins a license is consumed. As soon as a session
ends that session’s license is returned to the available license pool and becomes
available for another IVR session to use.
4.3.7 Unified CCX Workforce Management licenses

Each unique Workforce Management user must have a named user license. Workforce
Management user licenses are optional and may be purchased with Unified CCX
Premium and Enhanced Licenses in Unified CCX 10.0 and later.
Unified Workforce Management requires a dedicated server, separate from those used
for Unified CCX inbound voice or any other Unified CCX options. Windows Server and
Microsoft SQL Server licenses are required and must be purchased separately from a
Microsoft reseller.
4.3.8 Unified CCX Compliance Recording (CR), Advanced Quality Manager

(AQM)
Each unique recording user must have a named user license. Recording user licenses
are obtained by purchasing the desired recording user product ID for CR, and/or AQM.
CR user licenses are optional and may be purchased for Unified CCX Enhanced or
Premium. AQM user licenses may be purchased for Unified CCX Premium or Enhanced
(new in CCX 10.0) only.
Any combination of CR and AQM may be deployed on a single dedicated server,

separate from those used for Unified CCX inbound voice any other Unified CCX options.
Other deployment models are available and may be required depending on size of
deployment. Windows Server and Microsoft SQL Server licenses are required and must
be purchased separately from a Microsoft reseller.
Note that CR, AQM and WFM cannot be purchased without CCX seats on a new
deployment. If customer wants to add additional CR, AQM and WFM seats on an existing
CCX deployment, they can do so without adding more CCX seats. Cisco WFO products
are packaged to work only with CCX but can be used for recording any user in the
organization.
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4.3.9 Unified CCX Inbound Voice High Availability (HA) Server Software
Licensing
Deployment of HA for inbound voice requires one software license for the HA active
server and one for the standby server software. HA is optional for Unified CCX Enhanced
or Premium and is included with the 25 seat Enhanced and Premium bundles.
4.3.10 License downgrades, distributes, splits and merges
License redistribution
When a customer needs to redistribute licenses over multiple CCX system, a case with
licensing@cisco.com needs to be opened. This applies for consolidation of multiple CCX
systems into a single one, as well as for moving some agent licenses from one system to
another.
Customers will need to provide entitlement details (e.g. SO#, PAK or existing license
files) to obtain new license files. Customers who are not able to provide either of these
details should mail the request to ipcc-express-pm@cisco.com, providing as much
information about the original order as possible, e.g. time frame of order,
customer/partner name, number of licenses ordered, etc., so that the entitlement can be
researched. Note that redistribution is only possible when licenses are of the same type
(i.e. Enh, Pre), as a mix on a single system is not supported.
Release downgrades
Release downgrades are not supported. For example, when a customer orders a 11.0
license that needs to be deployed on a 10.0 system, the ordered needs to be RMA’ed
and a new order needs to be placed.
4.4 Supported Upgrade Paths
The following upgrade paths are supported:
 Direct Upgrade
 Indirect Upgrade
 Fresh Install
Upgrades to CCX 11.6
From Upgrade Migration Type
2.x, 3.x, 4.x Fresh Install

5.x Fresh Install
6.0 Fresh Install
7.0 Fresh Install
8.0 Indirect Upgrade
9.0 Direct Upgrade
10.0, 10.5, 10.6 Direct Upgrade
11.0 Direct Upgrade
11.5 Direct Upgrade

5.x Fresh Install
6.0 Fresh Install
7.0 Fresh Install
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9.0 Direct Upgrade
11.0 Direct Upgrade
Upgrades to CCX 11

5.x Fresh Install
6.0 Fresh Install
7.0 Fresh Install
9.0 Direct Upgrade

5.x Fresh Install
6.0 Fresh Install
7.0 Fresh Install
8.5 Direct Upgrade
9.0 Direct Upgrade
10.0 Direct Upgrade

5.x Fresh Install
6.0 Fresh Install
7.0 Fresh Install
8.5 Direct Upgrade
9.0 Direct Upgrade
10.0 Direct Upgrade
Upgrades to CCX 10
5.x Fresh Install
6.0 Fresh Install
7.0 Fresh Install
8.0 Direct Upgrade
8.5 Direct Upgrade
9.0 Direct Upgrade
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Direct Upgrades: Installer supported migration of configuration data, historical data,

workflows and all relevant information from one release to the next.
Indirect Upgrades: Interim releases are required to obtain installer-supported migration

of configuration data, historical data, workflows and all relevant information from one
release to the next. All Indirect Upgrades requires BOTH the CCX releases as well as its
corresponding UCM release.
When purchasing an a la carte upgrade any release requiring an indirect upgrade will
include the media kits and upgrade license for each interim upgrade step (applies only to
release 4.0 and later). Customer must also obtain the corresponding UCM release for
each upgrade step (not provided with CCX upgrade order).
Upgrades fulfilled via the Product Upgrade Tool require ordering of each interim release
upgrade ($0).
Customers desiring to simply perform a fresh install of CCX rather than perform an
interim upgrade will need to open a case with licensing@cisco.com to obtain new CCX
licenses.
Fresh Install: A new, fresh install is required. No support for migration of configuration
data, historical data, workflows or any other information from one release to another.
4.4.1 Upgrading Unified CCX Licenses Using ESW/UCSS or SWSS
Any customer with a valid ESW and Unified Communications Software Subscription or
SWSS contract may upgrade at no additional charge via the Cisco Product Upgrade Tool
(PUT).
Please note that upgrades via PUT apply only to upgrading product components
purchased in earlier releases and not to new features introduced in a later release.
Please Note: VERY IMPORTANT: For each single system upgrade you need to order
quantity one (1) and ONLY quantity 1 of the appropriate upgrade PID. This single PID will
result in all required media kits (e.g. operating system, database and Cisco Unified
Contact Center Express software) as well as an upgrade Product Authorization Key
(PAK). When registered, the upgrade PAK will result in an upgrade license file.
A customer must upload their original release (e.g. 7.0) license file(s) AND the upgrade
license file to the new upgraded system (e.g. 8.5). The upgrade license file will
authenticate all the original release features (e.g. 7.0) for use in the new upgraded
system (e.g. 8.5).
4.4.2 Upgrading Unified CCX Licenses Using Purchased Product IDs
Customers without Cisco Unified Communications Subscription (UCSS) or Software

Support Service (SWSS) may choose to purchase a la carte upgrade licenses to upgrade
their existing release to a later release. The licensing mechanism for release 8.0 and
later is exactly as described above for ESW-UCSS/SWSS upgrade customers.
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4.5 Migration from Cisco Unified CCX to Cisco Packaged

Contact Center Enterprise (PCCE) or vice versa
For migration from CCX to PCCE, please refer to section 6.7.1 in the Cisco Packaged
Contact Center Enterprise chapter of this Ordering Guide.
Cisco does not support migrations from PCCE to UCCX via product SKUs. Any such
migration must result in a purchase of new Unified CC PIDs. Any discounting required
must go through DSA. Account teams submitting such deals to DSA must obtain
Business Unit approval by contacting Unified CCX Product Management Product
Management at ipcc-express-pm@cisco.com.
4.6 Migrating from Cisco Unified CCX to Cisco Unified Contact

Center Enterprise (CCE) or vice versa
For migration from CCX to CCE, please refer to section 5.4.4 in the Cisco Unified Contact
Center Enterprise chapter of this Ordering Guide.
Cisco does not support migrations from CCE to CCX via product SKUs. Any such
migration must result in a purchase of new Unified CC PIDs. Any discounting required
must go thru DSA. Account teams submitting such deals to DSA must obtain Business
Unit approval by contacting Unified CCX Product Management Product Management at
ipcc-express-pm@cisco.com.
4.7 Cisco Unified CCX 11.6

Cisco Unified CCX 11.6 is a minor release following on the Unified CCX 11.5(1) release
and the CCX 11.0(1) licenses can be used with a CCX 11.5 system.
4.7.1 Ordering New CCX 11.6 Systems

Customers ordering a new CCX 11.6 system should follow the procedure outlined in
Section 4.9.2.
4.7.2 Ordering ADDONs to Existing CCX 11.6 Systems

Customers ordering add-on licenses to an existing CCX 11.6 system should follow the
procedure outlined in Section 4.9.3
4.7.3 Upgrading to CCX 11.6 Systems

Customers on CCX 10 and earlier releases who have a valid UCSS or SWSS contract
can upgrade to CCX 11.6 by ordering an upgrade to CCX 11 as described in Section
4.9.4. Cisco will ship the CCX 11.6 upgrade.
Customers on CCX 11.0 or 11.5 who have a valid ESW or SWSS contract can upgrade
to CCX 11.6 by downloading the CCX 11.6 upgrade image from CCO at:
http://software.cisco.com/download/navigator.html?mdfid=270569179&i=rm

CCX 11.5 provides following additional functionalities:
 Improved User Experience
SSO (Single Sign-On)
 Desktop
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o Windows 10
o Chrome Browser Support
o Office 365 for Email
o Toaster notification of incoming contacts
 Additional reports:
o Email Live Data
o Additional Historical Reports
 Context Service
o Enabling omnichannel support for Voice, Email and Chat

Section 4.9.2.


Customers on CCX 9 and earlier releases who have a valid UCSS or SWSS contract can
upgrade to CCX 11.5 by ordering an upgrade to CCX 11 as described in Section
4.12.4.2. Cisco will ship the CCX 11.5 upgrade.
Customers on CCX 11 who have a valid ESW or SWSS contract can upgrade to CCX
11.5 by downloading the CCX 11.5 upgrade image from CCO at:
4.9.1 General information
4.9.1.1 Scope and reading guide

Please read the general information in Section 4 and then turn to the section that
covers your specific ordering scenario:
 Chapter 4.9.2 New Unified CCX 11.0 Systems
 Chapters 4.9.3 and 4.12.3: Add-ons (i.e. add optional components, such as HA or
WFO) or expansions (e.g. add more seat licenses) to an existing Unified CCX 11.0
system
 Chapter 4.9.4 Release upgrades with ESW or Unified Communication Subscription
Service (UCSS) of Software Support Services (SWSS) from earlier releases of
Unified CCX to Unified CCX 11.0
 Chapter 4.9.5: Release upgrades without ESW or UCSS or SWSS from earlier
releases of Unified CCX to Unified CCX 11.0, or seat upgrade (e.g. from enhanced
to premium). These are called a-la-carte upgrades.
4.9.1.2 Delivery Method

Cisco offers Electronic delivery of licenses (email with license document and PAK code)
with electronic software delivery of media (media download).
4.9.1.3 What needs to be ordered?

For all types of orders, licenses need to be ordered.
Media (if needed) needs to be ordered separately. Media is needed in the following
cases:
 When ordering a new system
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 When ordering add-ons that add new functionality to the system for the first time,
such as HA or CR, AQM or WFM
 Release upgrades
Media does not need to be ordered for:
 Expansions
 Seat upgrades (e.g. STD to PRE in the same version of Unified CCX)
4.9.1.4 Activating Unified CCX licenses

When a Unified CCX license is ordered, Cisco ships a Product Authorization Key (PAK) –
via electronic delivery – to the e-mail address listed on your Cisco Sales Order.
To obtain a license file for the Unified CCX servers, complete the following steps:
 Enter the PAK that you received in the License Registration Web tool at
http://www.cisco.com/go/license and click submit.
 Follow the system prompts. You must enter the License MAC of the first node of the
Unified CCX cluster. You must enter a valid e-mail address as well as the number of
nodes for which you need licenses.
 The system sends the license file(s) to you via e-mail by using the E-mail ID that you
provided. You cannot use the license if you edit the contents of the file in any way.
 Follow the process described on the installation guide to install the license file on the
system. Note that add-on and upgrade licenses are installed in addition to the
licenses that are already on the system.
4.9.1.5 Temporary Licenses

Every Unified CCX media kit ships with demo licenses to facilitate installation and testing
before production/permanent licenses arrive. These licenses are valid for 60 days after
installation. If, for whatever reason, temporary licenses are needed for an extended
period, they can be requested by Cisco account teams using the internal temporary
license tool. Unified CCX Product Management will review these requests, so please
provided detailed reasons why temporary licenses are needed in the ‘remarks’ field.
Upon approval, the license file will be emailed to the address provided.
Note that this is a Cisco internal tool only: requests will have to be made through your
Cisco account team.
4.9.2 Ordering New Systems
CCX 11.0 can be deployed only on a virtualized system – bare metal deployments are
not supported. New system orders require the following to be ordered:
 Media (sections 4.9.2.1 and 4.12.2.1)

 Licenses (section 4.9.2.2)
The CCX-11-SYSTEM-K9 part number provides the top-level part number for configuring
and ordering CCX media, licenses and upgrade licenses.
There is a minimum requirement to order ten Unified CCX seat licenses when ordering a
new system.
Customers who wish to deploy Web Chat and / or Agent Email with CCX 11.0 will need
to order the SocialMiner media kit.
Customers who have ordered CCX seats as part of the BE6000 or CUCM promotional
bundle can order additional seats or options by ordering add-on licenses as detailed in
section 4.9.3
PLEASE NOTE: Cisco Unified Computing Servers (UCS) must be configured and
ordered separately. See chapter 12 of the Ordering Guide for Cisco Customer
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Contact Solutions for information about UCS ordering. When deploying Unified CCX on
UCS servers, Unified CCX Media must still be ordered via one of the product codes
above
4.9.2.1 Media
To obtain media kits the following must be configured:
CCX-11-MED-K9 CCX 11.0 Media Kits - NO LICENSES
The following media kits that can be configured using the product code above. The
following table specifies the details:
Product Code Contents – NO Used with which licenses

LICENSES
CCX-11MEDIAKIT-K9 CCX 11.0 Qty 1 CCX Standard seat, Enhanced

Media Kit - NO LICENSES seat, Premium seat,
Enhanced High Availability,
Premium High Availability,
Outbound IVR
CCX11CRMEDIAKITK9 CCX 11.0 Compliance Compliance Recording

Recording Qty 1 Media Kit
- NO LICENSES
CCX11AQMMEDKITK9 CCX 11.0 Adv Quality Advanced Quality

Manager Qty 1 Media Kit - Management
NO LICENSES
CCX-11WFMMEDIAKIT CCX 11.0 Workforce Workforce Management

Management Qty 1 Media
Kit - NO LICENSES
CCEH-SM-V110-K9 Media kit for SocialMiner SocialMiner, Web Chat,

11.0 Finesse Email
4.9.2.2 Licenses
Media shipment (as ordered using the product codes described in section 4.9.2.1) does
not include licenses. Licenses MUST be ordered separately using the product codes
below.
Top Level PID Child PIDs Description List Price Auto expansion
CCX-11-LIC-K9 $0 CCX-11-PAK
NEW Premium CCX-11-N-P-LIC Premium License $1995
CCX-11-25P CCX 11 premium 25 seat $51,995

Promo Bundle
CCX-11-CR-LIC Compliance Recording $325

CCX-11-P-SVR-
CCX-11-AQM-LIC Adv Quality Management $695 LIC
CCX-11-WFM-LIC Workforce Management $695
CCX-11-PHA-LIC Premium High Availability $14995
CCX-11-OBIVRLIC Predictive/Progressive $695

Outbound and Outbound
IVR (min 10)
NEW CCX-11-N-E-LIC Enhanced License $1250

Enhanced
CCX-11-25E CCX 11 Enhanced 25 seat $29,995
Promo Bundle CCX-11-E-SVR-
LIC
CCX-11-AQM-LIC Adv Quality Management $695
CCX-11-EHA-LIC Enhanced High Availability $8995

Notes:
New CCX Standard licenses and Cisco Quality Management(QM) licenses have reached
End of Sale and cannot be ordered.
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SocialMiner is required for Unified CCX Web Chat and Finesse Email functionality.
Customers ordering Unified CCX 11.5 Premium licenses are entitled to the Cisco Unified
Intelligence Center Premium license for the off-box CUIC. The CUIC Premium license is
available on CCO and can be downloaded from:
https://software.cisco.com/download/release.html?mdfid=282163829&softwareid=282377062
&release=11.5(1)
Please note that the CUIC Premium license can be applied only to the off-box CUIC and
not to the CUIC that is embedded with Unified CCX.
There is a minimum order size requirement of 10 licenses for Predictive/Progressive
Outbound and Outbound IVR.
*Note: SWSS is not offered/needed for HA options
4.9.3 Ordering ADDONs to Existing Systems
Customers using the Unified CCX promotional bundles and needing to order more seats
or options should order ADDON licenses for the required options.
Two separate Product IDs may need to be ordered:
4.9.3.1 Media
To obtain media kits for ADDON HA or WFO deployments, one of the following must be
ordered. No product licenses are provided by this product ID. These must be ordered
separately; see below.
CCX-11-MED-K9 CCX 11.0 Qty 1 CCX Media Kit - NO LICENSES
The following media kits that can be ordered using the product codes above. The
following table specifies which one is needed with which licenses:
Product Code Contents – NO LICENSES Used with which licenses
CCX-11MEDIAKIT-K9= CCX 11.0 Qty 1 CCX Media Kit Enhanced High Availability, Premium
– NO LICENSES High Availability

Recording Qty 1 Media Kit – NO
LICENSES
CCX11AQMMEDKITK9 CCX 11.0 Adv Quality Manager Advanced Quality Management

Qty 1 Media Kit – NO
LICENSES

Management Qty 1 Media Kit –
NO LICENSES
CCEH-SM-V110-K9 Media kit for SocialMiner 11.0 Web Chat and Finesse Email
4.9.3.2 Licenses
Licenses MUST be ordered for every add-on order. PAK codes can be delivered using
the eDelivery option.
NOTE: Customer will not have to reinstall or restart Unified CCX when additional seat
licenses are added. Starting with release 8.0, no downtime is required for installing a new
license.
Top Level PID Child PIDs Description List Price Auto
expansion
CCX-11-ADD- $0 CCX-10-PAK
K9
ADDON CCX-11-A-P-LIC Premium License $1995

Premium
CCX-11-25P-ADD CCX 11 Add-on 25 Premium $44,995
Licenses:
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expansion
CCX-11- Predictive/Progressive $695

OBIVRLIC Outbound and Outbound IVR
ADDON CCX-11-A-E-LIC Enhanced License $1250

Enhanced
CCX-11-25E-ADD CCX 11 Add-on 25 Enhanced $24,995
Licenses:
ADDON CCX-11-A-S-LIC Standard License $395

Standard
Software Support Service (SWSS) for the above products can be included automatically
by the ordering tool, when selecting the option to do so.
* Note: SWSS is not offered for HA options
4.9.4 Ordering release upgrades with an ESW or UCSS or SWSS contract

The following release upgrades are available for Unified CCX with eligibility determined
by whether the customer has an ESW, UCSS or a SWSS contract:
 Software updates, e.g. .10.0(1) to 10.0(1) SU1. See section 4.9.4.1
 Maintenance Releases, e.g. 9.0(1) to 9.0(2). See section 4.9.4.1
 Minor Release Updates, e.g. 10.0(1) to 10.5(1). See section 4.9.4.1
 Major Release Updates, e.g.10.0(1) to 11.0(1). See section 4.9.4.2
4.9.4.1 Software Updates, Maintenance Release and Minor Release

Updates
Software Updates
Software Updates (e.g. 9.0(1) to 9.0(1) SU1) are offered via cisco.com for download for
customers who have a valid ESW or SWSS contract.
Maintenance Release Upgrades

Maintenance releases (e.g. 9.0(1) to 9.0(2)) are available on cisco.com for download for
customers who have a valid ESW or SWSS contract.
Minor Release Upgrades

Minor Release Updates, e.g. 10.0(1) to 10.5(1) are available on cisco.com for download
for customers who have a valid ESW or SWSS contract
4.9.4.2 Major Release Upgrades

Major release upgrades, e.g. 10.0(1) to 11.0(1), for customers who have a valid UCSS or
SWSS contract can be ordered via the Product Upgrade Tool (PUT,
http://tools.cisco.com/gct/Upgrade/jsp/index.jsp). PUT provides the list of eligible
products that can be ordered based on the contract details. The product codes and
descriptions should be self-explanatory, but here is the generic nomenclature for a
Unified CCX PUT product code: CCX-UPG-<Feature>-<FROM release>-<TO
release><K9>= (sometimes the dashes are dropped to stay within the 18-character
product code limit).
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 <Feature>: this can be any of the following:

o S – CCX Standard
o E – CCX Enhanced, no HA
o EHA – CCX Enhanced, with HA
o P – CCX Premium, no HA
o PHA – CCX Premium, with HA
o CR – Compliance recording
o QM – Quality Management
o AQM – Advanced Quality Management
o WFM – Workforce Management
 <FROM release> and <TO release>: 3.1 would be 31, 8.0 would be 80, etc. Note
that the older releases of the Workforce Optimization (WFO) software had release
numbers out of synch with Unified CCX. In these cases, the WFO product codes
have the Unified CCX release numbers. For example, if the customer wishes to
upgrade from AQM 2.7.3 to AQM 8.0.x, the required part number would be CCX-
UPG-AQM-70-80. The Compatibility Matrix provides the mapping between the WFO
release and the Unified CCX release.
 <K9>: the ‘K9’ designator indicates that software is shipped that is subject to export
controls (encryption, specifically).
Customers must order the appropriate upgrades. For example, for upgrading a Unified
CCX 7.0 Enhanced HA system with Compliance recording, the following two product
codes need to be ordered from the PUT tool:
 CCX-UPG-E-70-90K9=
 CCX-UPGEHA-70-90K9=
 CCX-UPG-CR70-90K9=
Upgrades ordered via PUT are available for pDelivery and eDelivery. Media kits and PAK
for servers and seats are shipped for PUT upgrades.
There are 3 types of major release upgrades: direct, indirect and fresh install upgrades
 Direct Upgrades: only upgrades FROM release 9.x and 10.x TO 11.0 are supported
for direct upgrades. The Unified CCX 11.0 upgrade process will ensure that all
information (e.g. historical reporting data, configuration data, workflows, etc.) will be
migrated to Unified CCX 11.0. Order the appropriate single PUT upgrade product
code. For example, when upgrading from 10.0 Premium to 11.0 order quantity 1 of
CCX-UPG-P-10-11K9=
 Indirect Upgrades: upgrades FROM Unified CCX 8.x TO Unified CCX 11.0 will
require an intermediate upgrade to be ordered and executed separately to ensure
that all information will be migrated. In this case, each interim upgrade must be
ordered separately. Example: Customer is on an 8.0 Premium release and desires to
perform indirect upgrade to release 11.0. Customer must upgrade in the following
steps: 8.0 -> 10.6->11.0. Customer will need media kits for 10.6 as well as upgrade
license files for 8.0->10.6. In order to receive these media and licenses, the
customer must order quantity 1 of each of the following PUT Product IDs:
o CCX-UPG-P-80-10K9=
 Fresh Installs. A new installation is needed in two cases:

Either an upgrade FROM pre-8.0 release TO 11.0, which will require a
fresh install of release 11.0, or customers who want to upgrade to new
hardware.
For customers desiring to perform a fresh install, the customer should order the PUT
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Product ID corresponding to their current and target release. For example: a

customer is on a 4.0 Premium release and desires to perform a fresh install.
Customer should order CCX-UPG-P-4X-11K9=.
The customer will have to transfer their existing license file to the new hardware, and
load the upgrade license files on top of that. Refer to the bottom of this page on how to
obtain the license file from the existing system. If the license file cannot be retrieved for
whatever reason, please open a case with licensing@cisco.com to request a new, fresh
install release Unified CCX 11.0 licenses. Customers will need to provide entitlement
details (e.g. SO#, PAK or existing license files) to obtain a fresh install license.
Customers who are not able to provide either of these details should mail the request to
ipcc-express-pm@cisco.com, providing as much information about the original order as
possible, e.g. time frame of order, customer/partner name, number of licenses ordered,
etc.
Customers upgrading to Unified CCX 11.5 Premium licenses are entitled to the Cisco
Unified Intelligence Center Premium license for the off-box CUIC. The CUIC Premium
license is available on CCO and can be downloaded from
https://software.cisco.com/download/release.html?mdfid=282163829&softwa
reid=282377062&release=11.5(1)
Please note that the CUIC Premium license can be applied only to the off-box CUIC and
not to the CUIC that is embedded with Unified CCX.
Note: All UCSS or SWSS upgrade customers using PUT and desiring to perform a fresh
install must open a case with licensing@cisco.com to request a new, fresh install release
11.0 license. Customers will need to provide entitlement details (e.g. SO#, PAK or
existing license files) to obtain a fresh install license. Customers who are not able to
provide either of these details should mail the request to ipcc-express-pm@cisco.com,
providing as much information about the original order as possible, e.g. time frame of
order, customer/partner name, number of licenses ordered, etc.
Obtaining License Information from the Unified CCX system
From the Unified CCX Administration menu bar, choose System > License Information >
Display License(s).
The License Information web page opens displaying the details of the configured license
such as the license type, number of IVR ports, number of seats, maximum number of
agents, and so on, as well as the actual license key itself.
4.9.5 A-la-carte Upgrades
A-la-carte upgrades are offered to customers who want to do one of the

following:
 Upgrade their Unified CCX to a new major release (e.g. Unified CCX 7.0 STD to
Unified CCX 11.0 STD) and have not purchased a UCSS or SWSS contract. There
are 3 types of major release upgrades: direct, indirect and fresh install upgrades
o Direct Upgrades: only upgrades FROM release 9.0 or 10.x TO 11.0 are
supported for direct upgrades. The Unified CCX 11.0 upgrade process will
ensure that all information (e.g. historical reporting data, configuration data,
workflows, etc.) will be migrated to Unified CCX 11.0.
o Indirect Upgrades: Upgrades FROM 8.x TO 11.0 will require an intermediate
upgrade to 10.x to ensure that all information will be migrated. Any such
upgrade order will include all necessary intermediate upgrade Unified CCX
media kits and licenses.
o Example: Customer is upgrading from Unified CCX 8.0 to 11.0. Customer must
upgrade 8.0 -> 10.6 -> 11.0. Customer will receive media kits for 10.6 as well
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as upgrade license files for Unified CCX 8.0 to 10.6 and 10.6 to 11.0
o Fresh Installs. A new installation is needed in two cases:
- Either an upgrade FROM a pre-8.0 release TO 11.0, which will require a

fresh install of release 10.0
- Customer wanting to upgrade to new hardware.
o The customer will have to transfer their existing license file to the new
hardware, and load the upgrade license files on top of that. Refer to the
information in the box below on how to obtain the license file from the existing
system. If the license file cannot be retrieved for whatever reason, please open
a case with licensing@cisco.com to request a new, fresh install release 11.0
license. Customers will need to provide entitlement details (e.g. SO#, PAK or
existing license files) to obtain a fresh install license. Customers who are not
able to provide either of these details should mail the request to ipcc-express-
pm@cisco.com, providing as much information about the original order as
possible, e.g. time frame of order, customer/partner name, number of licenses
ordered, etc.
 Upgrade their Unified CCX seats to another package (e.g. Unified CCX 11.0 STD to
Unified CCX 11.0 ENH). Note that adding the High Availability option to a Unified
CCX system is not considered an upgrade, but an add-on. It is covered in Section
4.9.3. There are three different types of seat upgrades:
o Standard to Enhanced
o Standard to Premium
o Enhanced to Premium
Note: A combination of the above, i.e. a major release upgrade and a seat upgrade
at the same time (e.g. Unified CCX 7.0 STD to Unified CCX 10.0 PRE) is not
supported. Customers would need to first upgrade the version and upgrade the
package.
Upgrade licenses are available in eDelivery. They are described in sections 4.9.5.1.1 and
4.9.5.2 respectively.
All upgrades must be ordered using the Product ID that specifies the release FROM
which the customer is upgrading. It is important to order the correct product code, or else
the upgrade license key will not work.
Note: https://communities.cisco.com/docs/DOC-51384 provides details on how to select
eDelivery or pDelivery while placing an order
Here are some example upgrade orders. The product IDs are described in detail in the
following sections of this chapter.
Example 1: Unified CCX 11.0 Standard to 11.0 Enhanced

Customer has a Unified CCX 11.0 Standard system and wishes to upgrade to a Unified
CCX 11.0 Enhanced non-HA system. This case is a Standard to Enhanced seat upgrade
only. No media is required in this case. Use product ID:
CCX-11-UPG-K9 CCX 11.0 UPGRADE
CCX11-11U-S-E-S1 CCX 11.0 UPGRADE – 11.0 to 11.0 Qty 1 STD-ENH Seat
Example 2: Unified CCX 6.0 Enhanced HA to 11.0 Premium HA

Customer is upgrading from Unified CCX 6.0 Enhanced HA to 11.0 Premium HA. This is
a combined major release and seat upgrade. The customer needs to upgrade to Unified
CCX 11.0 Enhanced first and then upgrade from Unified CCX 11.0 Enhanced to
Premium.
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CCX-60-11-EHA CCX 11.0 UPGRADE – 6.0 to 11.0 ENH HA-HA
CCX-11-11-EPHA CCX 11.0 UPGRADE – 11.0 to 11.0 ENH-PRE HA-HA
CCX60-11U-E-E-S1 CCX 11.0 UPGRADE – 6.0 to 11.0 Qty 1 ENH-ENH Seat
CCX11-11U-E-P-S1 CCX 11.0 UPGRADE – 11.0 to 11.0 Qty 1 ENH-PRE Seat LICENSE ONLY
The customer will receive the licenses and the Unified CCX 11.0 media kit as part of this
order.
Example 4: Unified CCX 8.5 Enhanced to 11.0 Enhanced
Customer has a Unified CCX 8.5 Enhanced non-HA system and wishes to upgrade to a
Unified CCX 11.0 Enhanced non-HA system. This case is a major release upgrade only;
electronic delivery can be used. The media and licenses required for the interim upgrade
from 8.5 to 10.6 and 10.6 to 11.0 will be shipped.
Use product IDs:
CCX85-11U-E-E-S1 CCX 11.0 UPGRADE – 8.5 to 11.0 Qty 1 ENH-ENH Seat LICENSE ONLY
If the customer has a Unified CCX 8.5 HA system, upgrading to an 11.0 HA system, the
HA upgrade product code would have to be added:
CCX-11-UPG-K9 CCX 11.0 UPGRADE –LICENSES ONLY
Example 5:
Customer has ordered the 25 Premium seat promo bundle with a new BE6000 and
wishes to add 10 more seat licenses and High Availability.
CCX-11-ADD-K9 CCX 11.0 ADDON Quantity 1
CCX-11-A-P-LIC CCX 11.0 PRE Seat Qty 1 ADDON License Quantity 10
CCX-11-PHA-LIC CCX 11.0 PRE HA License Quantity 1
4.9.5.1 Ordering A La Carte UPGRADES

For pDelivery a la card upgrade orders the media are included in the license orders. So,
there is no need to order media separately.
4.9.5.1.1 Licenses
Licenses MUST be ordered for upgrade orders.
PLEASE NOTE: Upgrade PAKs cannot be provided for any release 3.x customer. As a
result, customers upgrading from a 3.x release, must open a case with
licensing@cisco.com. Customers will need to provide entitlement details (e.g. SO#, PAK
or existing license files) of the original 3.x system. Customers who are not able to provide
either of these details should mail the request to ipcc-express-pm@cisco.com, providing
as much information about the original order as possible, e.g. time frame of order,
customer/partner name, number of licenses ordered, etc., so that the original order
details can be researched.
Any release 4.0 or later customer does not have to open a case and the appropriate
licenses will be provided in the order.
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Upgrade From Seat Upgrade List Price HA Upgrade (Order List Price
Type Release (Order one per one per system)
agent)
Any – top Any CCX-11-UPG-K9 $0

level SKU
Premium 3.x CCX3X-11U-P-P-S1 $925
4.x CCX4X-11U-P-P-S1 $925
5.0 CCX50-11U-P-P-S1 $925 CCX-50-11-PHA $7498
6.0 CCX60-11U-P-P-S1 $925 CCX-60-11-PHA $7498
7.0 CCX70-11U-P-P-S1 $925 CCX-70-11-PHA $7498
8.0 CCX80-11U-P-P-S1 $925 CCX-80-11-PHA $7498
8.5 CCX85-11U-P-P-S1 $925 CCX-85-11-PHA $7498
9.0 CCX90-11U-P-P-S1 $925 CCX-90-11-PHA $7498
10.0 CCX10-11U-P-P-S1 $925 CCX-10-11-PHA $7498
8.5 CCX85-11U-OBIVR $349
9.0 CCX90-11U-OBIVR $349
10.x CCX10-11U-OBIVR $349
10.x CCX10-11U-R-R-S1 $145
Enhanced 3.x CCX3X-11U-E-E-S1 $625
4.X CCX4X-11U-E-E-S1 $625 CCX-4X-11-EHA $4498
5.0 CCX50-11U-E-E-S1 $625 CCX-50-11-EHA $4498
6.0 CCX60-11U-E-E-S1 $625 CCX-60-11-EHA $4498
7.0 CCX70-11U-E-E-S1 $625 CCX-70-11-EHA $4498
8.0 CCX80-11U-E-E-S1 $625 CCX-80-11-EHA $4498
8.5 CCX85-11U-E-E-S1 $625 CCX-85-11-EHA $4498
9.0 CCX90-11U-E-E-S1 $625 CCX-90-10-EHA $4498
10.0 CCX10-11U-E-E-S1 $625 CCX-10-11-EHA $4498
10.x CCX10-11U-R-R-S1 $145
Standard 3.x CCX3X-11U-S-S-S1 $198 HA not available
4.X CCX4X-11U-S-S-S1 $198 HA not available
5.0 CCX50-11U-S-S-S1 $198 HA not available
10.x CCX10-11U-S-S-S1 $198 HA not available
STD-ENH 11.0 CCX11-11U-S-E-S1 $595 Order Enhanced HA

Seat as Add-on
Upgrade –
order for
every agent:
STD-PRE 11.0 CCX11-11U-S-P-S1 $1449 Order Premium HA as

Seat Add-on
Upgrade –
order for
every agent:
ENH-PRE 11.0 CCX11-11U-E-P-S1 $599 CCX-11-11-EPHA $6000

HA Upgrade
Please note that STD-PRE HA and STD-ENH HA upgrades are not available. HA has to
be ordered as an add-on after upgrading the seats to Unified CCX 11.0.
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4.9.5.2 Updating SWSS contract when upgrading Unified CCX licenses

SWSS cannot be upgraded from one category to another (e.g. Standard to Enhanced). If
the customer upgrades within the solution, they need to purchase SWSS for greater or
equal value to cover the new version, then they can request a credit on the unused term
of the original purchase from Customer Service. Please contact ucss-
support@external.cisco.com for the External Credit Request Form to process the credit.
A new PAK will be assigned for the new version and counts.
Please contact SWSS-Renewal-AMER@external.cisco.com for questions regarding
SWSS.
4.9.6 WFO and WFM Upgrades

WFO and WFM upgrades are tied to the version of the Unified CCX they are associated
with.
4.9.6.1 UCSS or SWSS upgrades for WFO

Customers who have a valid UCSS or SWSS contract can upgrade CR/QM/AQM as
described below:
Upgrading from Upgrading To Order on PUT
2.6.x, 2,7.x 11.0(1) CCX-UPG-CR70-11K9=
CCX-UPGAQM70-11K9=
8.0(2) 11.0(1) CCX-UPG-CR80-11K9=
CCX-UPGAQM80-11K9=
8.5.x 11.0(1) CCX-UPG-CR85-11K9=
CCX-UPG-AQM-85-11K9=
9.0.x 11.0(1) CCX-UPG-CR90-11K9=
10.x 11.0(1) CCX-UPG-CR10-11K9=
Ordering the above part numbers on PUT results in shipment of the media and licenses.
4.9.6.2 A-la-carte Upgrades for CR/AQM

Customers who do not have a valid ESW/UCSS/SWSS contract can use a-la-carte
upgrades to order the required CR/AQM versions.
Upgrading From Upgrading To Order List Price
Any Any CCX-11-UPG-K9 $0
CR 2.6(1), 2.6(2), 2.7(2), 2.7(3) CR 11.0(1) CCX-70-11U-C-CS1 $163
AQM 2.6(1), 2.6(2), 2.7(2), 2.7(3) AQM 11.0(1) CCX-70-11U-A-AS1 $348
CR 8.0(2) CR 11.0(1) CCX-80-11U-C-CS1 $163
AQM 8.0(2) AQM 11.0(1) CCX-80-11U-A-AS1 $348
CR 8.5.X CR 11.0(1) CCX-85-11U-C-CS1 $163
AQM 8.5.X AQM 11.0(1) CCX-85-11U-A-AS1 $348
CR 9.0 CR 11.0(1) CCX-90-11U-C-CS1 $163
AQM 9.0 AQM 11.0(1) CCX-90-11U-A-AS1 $348
CR 10.x CR 11.0(1) CCX-10-11U-C-CS1 $163
AQM 10.x AQM 11.0(1) CCX-10-11U-A-AS1 $348
CR 11.0(1) AQM 11.0(1) CCX-11-11UCAQMS1 $370
4.9.6.3 Upgrading WFM using the Product Upgrade Tool (PUT)

Customers who have a valid UCSS or SWSS contract can upgrade WFM as described
below:
8.2.x, 8.3.x 11.0(1) CCX-UPG-WFM-70-11=
8.3.4 11.0(1) CCX-UPG-WFM-80-11=
8.5.x 11.0(1) CCX-UPG-WFM-85-11=
9.0 11.0(1) CCX-UPG-WFM-90-11=
10.x 11.0(1) CCX-UPG-WFM-10-11=
Ordering the above part numbers on PUT results in shipment of the electronic media and
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eDelivery upgrade licenses.
4.9.6.4 A-la-carte Upgrades for WFM

upgrades to order the required WFM versions.
CCX 7.0 CCX 11.0 CCX-70-11U-W-WS1 $348
WFM 8.2.x, 8.3.x WFM 11.0(1)
CCX 8.0 CCX 11.0 CCX-80-11U-W-WS1 $348
WFM 8.3(4) WFM 11.0(1)
CCX 8.5 CCX 11.0 CCX-85-11U-W-WS1 $348
WFM 8.5.x WFM 11.0(1)
CCX 9.0 CCX 11.0 CCX-90-11U-W-WS1 $348
WFM 9.0(1) WFM 11.0(1)
CCX 10.0 CCX 11.0 CCX-10-11U-W-WS1 $348
WFM 10.0(1) WFM 11.0(1)
4.9.7 Unified CCX Promotional Bundle
Cisco is providing a limited time promotional offer for a Cisco Unified CCX system with
NEW purchase of Cisco Unified Communication Manager (Unified CM) or Cisco
Business Edition 6000 (BE6000). The promotional bundle includes 5/25 Enhanced seats
or 5/25 Premium seats.
PLEASE NOTE: Entitlement for the underlying appliance operating system and database
is included as part of the 5/25 seat bundles. Ordering CCX-10-5E provides the operating
system and database entitlement for the 5-seat Unified CCX Enhanced promo bundle
that is provided with new orders of the BE 6000 and Unified CM.
Product Number Description List Price

(USD)
CCX 11.0 Enhanced 5-Seat Bundle. $995
CCX-11-5E Includes CCX Enh server license, 5 Enh seats;
available only with new BE6000/BE7000/CUCM
orders; maximum orderable quantity: 1
CCX 11.0 Premium 5-seat Bundle $2,995
Includes CCX Pre server license, 5 Premium seats
CCX-11-5P SocialMiner, off box CUIC PREM license; available
only with new BE6000/BE7000/CUCM orders;
maximum orderable quantity: 1
CCX 11.0 Enhanced 25-Seat Bundle $29,995
Includes CCX Enh server license, 25 Enhanced
CCX-11-25E seats, HA license; orderable any time; max quantity
1; Can be used to add CCX to an existing/new
BE6K/CUCM
CCX 11.0 Premium 25-Seat Bundle $51,995
For New CCX deployments: Includes CCX Pre
CCX-11-25P server license, 25 Premium seats, SocialMiner, off
box CUIC PREM license, HA license; orderable any
time; max quantity 1; Can be used to add CCX to an
existing/new BE6K/CUCM
CCX 11.0 Premium Add-on 25-Seat Bundle $44,995
CCX-11-25P-ADD For Add-on to existing CCX deployments: Includes
25 Pre licenses; orderable any time; no max
quantity
CCX 11.0 Enhanced Add-on 25 seat bundle $24,995
CCX-11-25E-ADD For Add-on to existing CCX deployments: Includes
25 ENH licenses; Orderable any time; no max
quantity
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Migration PID for existing MediaSense customers to $150

Cisco Compliance Recording
Note: This PID is available only to existing
CCX-MS-CR-1LIC MediaSense customers and hence, any SO# with
this PID will be on Compliance Hold by default and
will require an approval from the BU to release the
hold
Note that certain promo bundles cannot be combined – for e.g. customers cannot
combine the 5 seat promo bundle with the new 25 seat promo bundle to create a 30 seat
deployment. Only the Premium Add-on 25-Seat Bundle can be combined with the 5-seat
promo bundle or the 25-seat promo bundle. If additional seats or options are required,
please configure CCX-11-ADD-K9.
Please refer to http://www.cisco.com/web/partners/sell/promotions/cucce_bundle.html for

information on the bundle and to
http://www.cisco.com/en/US/partner/products/sw/custcosw/ps1846/prod_promotions_list.
html for Q&A on this promotional offer.
Please read
http://www.cisco.com/en/US/partner/products/sw/custcosw/ps1846/prod_promotions_list.
html for Q&A on this promotional offer if this is your first time positioning it.
Note: Customers are entitled to one and only one bundle per Unified CM cluster.
Example: Customer orders a three Unified CM cluster and receive three bundles, one for
each Unified CM ordered. The customer is entitled to deploy one and only one bundle on
that cluster. The three bundles received may not be aggregated on that cluster. The
other two bundles received may also not be used on any other cluster.
Software Support Service (SWSS) is NOT INCLUDED with this bundle. Purchasing
SWSS for Unified Communications Manager does NOT provide SWSS for the Unified
CCX bundle. You must separately purchase SWSS for Unified CCX.
4.9.8 Not for Resale and Non-production licenses
4.9.8.1 NFR Kit Product IDs

Please note that the Unified CCX NFR kit is included in the UC NFR kit.
The table below contains the Unified CCX only NFR Kit product ID, for electronic
delivery.
NFR Kit Product IDs
CCX-11-NFR= CCX 11.0 NFR Kit: PRE HA 6 seats Pre IB/OB/email, CR, AQM, $100
WFM.
4.9.8.2 Customer Non-Production Systems

The Unified CCX 11.0 Non Production System is provided for use by customers in an
environment where production calls will not be taken. Typical examples are use in
development, testing, system integration testing and load testing. The Unified CCX non-
production lab systems include licenses for 6 Premium seats of Unified CCX with High
Availability, Call Recording, Quality Management, Advance Quality Management,
Workforce Management, Outbound IVR and Finesse Workflow Recording.
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Unified CCX non-production lab systems cannot be used in production systems or

merged with production system licenses.
NPS Kit Product IDs
CCX-11-NPS-K9= CCX 11.0 NPS Kit: 6 seats Pre with OBIVR, HA CR, QM, AQM, $2,995
WFM, SocialMiner, Finesse Workflow Recording licenses
Note: Customers who have a valid SWSS contract for the CCX NPS systems are eligible
to upgrade their systems. Please contact the Cisco GLO team (licensing@cisco.com)
with the details of the SWSS contract for assistance with the upgrade.

Cisco Unified CCX 10.6 is a minor release following on the Unified CCX 10.0(1) and
10.5(1) release and the CCX 10.0(1) licenses can be used with a CCX 10.6(1) system.
CCX 10.6(1) adds Finesse E-mail which is included with the CCX Premium licenses and
support for CAD and Finesse mixed mode. Please refer to the Release Notes for details
on the functionality available with CCX 10.6(1)

Section 4.12.2.


10.6 by downloading the CCX 10.5 upgrade image from CCO at

CCX 10.5 adds Predictive and Progressive dialing for Finesse Outbound agents.
Customers who want to use the new predictive/progressive dialing functionality should
order the Outbound IVR license. This license provides one Outbound IVR port and one
Predictive Agent seat and is priced at $695.
Note: The Predictive Agent capability is added to the agent license when an Outbound
IVR license in installed.
Refer to the CCX Design Guide regarding the number of IVR ports available in the
system when inbound and outbound IVR are used.
Direct Preview functionality is included with the Premium license.
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Section 4.12.2.


10.5 by downloading the CCX 10.5 upgrade image from CCO at
4.12.1 General information
4.12.1.1 Scope and reading guide

Please read the general information in Section 4 and then turn to the section that
covers your specific ordering scenario:
 Chapter 4.12.2: New Unified CCX 10.0 Systems
 Chapter 4.12.3: Add-ons (i.e. add optional components, such as HA or WFO) or
expansions (e.g. add more seat licenses) to an existing Unified CCX 10.0 system
 Chapter 4.12.4 Release upgrades with ESW or Unified Communication Subscription
Service (UCSS) of Software Support Services (SWSS) from earlier releases of
Unified CCX to Unified CCX 10.0
 Chapter 4.12.5: Release upgrades without ESW or UCSS or SWSS from earlier
releases of Unified CCX to Unified CCX 10.0, or seat upgrade (e.g. from enhanced
to premium). These are called a-la-carte upgrades.
Cisco Unified Contact Center Express cannot be deployed in a Public Safety

Answering Point (PSAP) or equivalent emergency services environment
4.12.1.2 Delivery Method
Cisco offers Electronic delivery of licenses (email with license document and PAK code)
with electronic software delivery of media (media download).
4.12.1.3 What needs to be ordered?

For all types of orders, licenses need to be ordered.
Media (if needed) needs to be ordered separately. Media is needed in the following
cases:
 When ordering a new system
 When ordering add-ons that add new functionality to the system for the first time,
such as HA or CR, AQM or WFM
 Release upgrades
Media does not need to be ordered for:
 Expansions
 Seat upgrades (e.g. STD to PRE in the same version of Unified CCX)
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4.12.1.4 Activating Unified CCX licenses

When a Unified CCX license is ordered, Cisco ships a Product Authorization Key (PAK) –
via electronic delivery – to the e-mail address listed on your Cisco Sales Order.
To obtain a license file for the Unified CCX servers, complete the following steps:
 Enter the PAK that you received in the License Registration Web tool at
http://www.cisco.com/go/license and click submit.
 Follow the system prompts. You must enter the License MAC of the first node of the
Unified CCX cluster. You must enter a valid e-mail address as well as the number of
nodes for which you need licenses.
 The system sends the license file(s) to you via e-mail by using the E-mail ID that you
provided. You cannot use the license if you edit the contents of the file in any way.
 Follow the process described on the installation guide to install the license file on the
system. Note that add-on and upgrade licenses are installed in addition to the
licenses that are already on the system.
4.12.1.5 Temporary Licenses

Every Unified CCX media kit ships with demo licenses to facilitate installation and testing
before production/permanent licenses arrive. These licenses are valid for 60 days after
installation. If, for whatever reason, temporary licenses are needed for an extended
period, they can be requested by Cisco account teams using the internal temporary
license tool. Unified CCX Product Management will review these requests, so please
provided detailed reasons why temporary licenses are needed in the ‘remarks’ field.
Upon approval, the license file will be emailed to the address provided.
Note that this is a Cisco internal tool only: requests will have to be made through your
Cisco account team.
4.12.2 Ordering New Systems
CCX 10.0 can be deployed only on a virtualized system – bare metal deployments are
not supported. New system orders require the following to be ordered:
 Media (section 4.12.2.1)

 Licenses (section 4.12.2.2)
There is a minimum requirement to order ten Unified CCX seat licenses when ordering a
new system.
Customers who wish to deploy Web Chat with CCX 10.0 will need to order the
SocialMiner media kit.
Customers who have ordered CCX seats as part of the BE6000 or CUCM promotional
bundle can order additional seats or options by ordering add-on licenses as detailed in
section 4.12.3
PLEASE NOTE: Cisco Unified Computing Servers (UCS) must be configured and
ordered separately. See chapter 12 of the Ordering Guide for Cisco Customer
Contact Solutions for information about UCS ordering. When deploying Unified CCX on
UCS servers, Unified CCX Media must still be ordered via one of the product codes
above
4.12.2.1 Media
To obtain media kits the following must be configured:
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There are five media kits that can be configured using the product code above. The
following table specifies the details:
CCX-10MEDIAKIT-K9= CCX 10.0 Qty 1 CCX Media Kit Standard seat, Enhanced seat,
– NO LICENSES Premium seat, Enhanced High
Availability, Premium High
Availability, Outbound IVR

LICENSES

LICENSES

NO LICENSES
CCEH-SM-V100-K9 Media kit for SocialMiner 10.0 SocialMiner Web Chat, Finesse
Email
4.12.2.2 Licenses
Media shipment (as ordered using the product codes described in section 4.12.2.1) does
not include licenses. Licenses MUST be ordered separately using the product codes
below. Cisco recommends selection of eDelivery option.
Model Option Class Description List Price Auto expansion
CCX-10-LIC-K9 $0 CCX-10-PAK
NEW Premium CCX-10-N-P-LIC Premium License $1850
CCX-10-WFM-LIC Workforce Management $550 CCX-10-P-SVR-

LIC
CCX-10-OBIVRLIC Predictive/Progressive $695

Outbound and Outbound
IVR (min 10)
NEW CCX-10-E-LIC Enhanced License $1250

Enhanced
CCX-10-E-SVR-
CCX-10-AQM-LIC Adv Quality Management $695 LIC
Note:
SocialMiner is required for Unified CCX Web Chat and/or Finesse Email functionality.
New CCX Standard licenses and Cisco Quality Management(QM) licenses have reached
the End of Sale milestone and cannot be ordered.
There is a minimum order size requirement of 10 licenses for Predictive/Progressive
Outbound and Outbound IVR
*Note: SWSS is not offered/needed for HA options
4.12.3 Ordering ADDONs to Existing Systems
Customers using the Unified CCX promotional bundles and needing to order more seats
or options should order ADDON licenses for the required options.
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Two separate Product IDs may need to be ordered:
4.12.3.1 Media
To obtain media kits for ADDON HA or WFO deployments, one of the following must be
ordered. No product licenses are provided by this product ID. These must be ordered
separately; see below.
There are five media kits that can be ordered using the product codes above. The
following table specifies which one is needed with which licenses:
CCX-10MEDIAKIT-K9= CCX 10.0 Qty 1 CCX Media Kit Enhanced High Availability, Premium
– NO LICENSES High Availability

LICENSES

LICENSES

NO LICENSES
CCEH-SM-V100-K9 Media kit for SocialMiner 10.0 SocialMiner Web Chat, Finesse
Email
4.12.3.2 Licenses
Licenses MUST be ordered for every add-on order. PAK codes can be delivered using
the eDelivery option.
NOTE: Customer will not have to reinstall or restart Unified CCX when additional seat
licenses are added. Starting with release 8.0, no downtime is required for installing a new
license.
expansion
CCX-10-ADD- $0 CCX-10-PAK
K9
ADDON CCX-10-A-P-LIC Premium License $1850

Premium
CCX-10- Predictive/Progressive $695

OBIVRLIC Outbound and Outbound IVR
ADDON CCX-10-A-E-LIC Enhanced License $1250

Enhanced
ADDON CCX-10-A-S-LIC Standard License $395

Standard
Software Support Service (SWSS) for the above products can be included automatically
by the ordering tool, when selecting the option to do so.
* Note: SWSS is not offered for HA options
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4.12.4 Ordering release upgrades with an ESW or UCSS or SWSS contract

The following release upgrades are available for Unified CCX with eligibility determined
by whether the customer has an ESW, UCSS or a SWSS contract:
 Software updates, e.g. 9.0(1) to 9.0(1) SU1. See section 4.12.4.1.
 Maintenance Releases, e.g. 9.0(1) to 9.0(2). See section 4.12.4.1.
 Minor Release Updates, e.g. 10.0(1) to 10.5(1). See section 4.12.4.1.
 Major Release Updates, e.g.9.0(2) to 10.0(1). See section 4.12.4.2.
4.12.4.1 Software Updates, Maintenance Release and Minor Release Updates
Software Updates
Software Updates (e.g. 9.0(1) to 9.0(1) SU1) are offered via cisco.com for download for
customers who have a valid ESW or SWSS contract. For download location, see below.
Maintenance Release Upgrades

Maintenance releases (e.g. 9.0(1) to 9.0(2)) are available on cisco.com for download for
customers who have a valid ESW or SWSS contract. For download location, see below.
4.12.4.2 Major Release Upgrades (PUT)

Major release upgrades, e.g. 7.0(1) to 9.0(1), for customers who have a valid UCSS or
SWSS contract can be ordered via the Product Upgrade Tool (PUT,
http://tools.cisco.com/gct/Upgrade/jsp/index.jsp). PUT provides the list of eligible
products that can be ordered based on the contract details. The product codes and
descriptions should be self-explanatory, but here is the generic nomenclature for a
Unified CCX PUT product code: CCX-UPG-<Feature>-<FROM release>-<TO
release><K9>= (sometimes the dashes are dropped to stay within the 18 character
product code limit).
 <Feature>: this can be any of the following:
o S – CCX Standard
o E – CCX Enhanced, no HA
o EHA – CCX Enhanced, with HA
o P – CCX Premium, no HA
o PHA – CCX Premium, with HA
o CR – Compliance recording
o QM – Quality Management
o AQM – Advanced Quality Management
o WFM – Workforce Management
 <FROM release> and <TO release>: 3.1 would be 31, 8.0 would be 80, etc. Note
that the older releases of the Workforce Optimization (WFO) software had release
numbers out of synch with Unified CCX. In these cases, the WFO product codes
have the Unified CCX release numbers. For example, if the customer wishes to
upgrade from AQM 2.7.3 to AQM 8.0.x, the required part number would be CCX-
UPG-AQM-70-80. The Compatibility Matrix provides the mapping between the WFO
release and the Unified CCX release.
 <K9>: the ‘K9’ designator indicates that software is shipped that is subject to export
controls (encryption, specifically).
Customers must order the appropriate upgrades. For example, for upgrading a Unified
CCX 7.0 Enhanced HA system with Compliance recording, the following two product
codes need to be ordered from the PUT tool:
 CCX-UPG-E-70-90K9=
 CCX-UPGEHA-70-90K9=
 CCX-UPG-CR70-90K9=
Upgrades ordered via PUT are available for pDelivery and eDelivery. Media kits and PAK
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for servers and seats are shipped for PUT upgrades.

There are 3 types of major release upgrades: direct, indirect and fresh install upgrades
 Direct Upgrades: only upgrades FROM release 8.0, 8.5 or 9.0 TO 10.0 are
supported for direct upgrades. The Unified CCX 10.0 upgrade process will ensure
that all information (e.g. historical reporting data, configuration data, workflows, etc.)
will be migrated to Unified CCX 10.0. Order the appropriate single PUT upgrade
product code. For example, when upgrading from 8.0 Premium to 10.0 order quantity
1 of CCX-UPG-P-80-10=
 Indirect Upgrades: upgrades FROM Unified CCX 5.0 or 7.0 TO Unified CCX 10.0 will
require an intermediate upgrade to be ordered and executed separately to ensure
that all information will be migrated. In this case, each interim upgrade must be
ordered separately. Example: Customer is on a 7.0 Premium release and desires to
perform indirect upgrade to release 10.0. Customer must upgrade in the following
steps: 7.0 -> 9.0->10.0. Customer will need media kits for 9.0 as well as upgrade
license files for 7.0->9.0. In order to receive these media and licenses, the customer
must order quantity 1 of each of the following PUT Product IDs:
 Fresh Installs. A new installation is needed in two cases:

Either an upgrade FROM 3.x, 4.x or 6.0 TO 10.0, which will require a fresh
install of release 10.0, or customers who want to upgrade to new hardware.
For customers desiring to perform a fresh install, the customer should order the PUT
Product ID corresponding to their current and target release. For example: a
customer is on a 4.0 Premium release and desires to perform a fresh install.
Customer should order CCX-UPG-P-40-10K9=.
The customer will have to transfer their existing license file to the new hardware, and
load the upgrade license files on top of that. Refer to the bottom of this page on how to
obtain the license file from the existing system. If the license file cannot be retrieved for
whatever reason, please open a case with licensing@cisco.com to request a new, fresh
install release Unified CCX 10.0 licenses. Customers will need to provide entitlement
details (e.g. SO#, PAK or existing license files) to obtain a fresh install license.
Customers who are not able to provide either of these details should mail the request to
ipcc-express-pm@cisco.com, providing as much information about the original order as
possible, e.g. time frame of order, customer/partner name, number of licenses ordered,
etc.
Please note: All UCSS or SWSS upgrade customers using PUT and desiring to perform
a fresh install must open a case with licensing@cisco.com to request a new, fresh install
release 10.0 license. Customers will need to provide entitlement details (e.g. SO#, PAK
or existing license files) to obtain a fresh install license. Customers who are not able to
provide either of these details should mail the request to ipcc-express-pm@cisco.com,
providing as much information about the original order as possible, e.g. time frame of
order, customer/partner name, number of licenses ordered, etc.
Obtaining License Information from the Unified CCX system
From the Unified CCX Administration menu bar, choose System > License Information >
Display License(s).
The License Information web page opens displaying the details of the configured license
such as the license type, number of IVR ports, number of seats, maximum number of
agents, and so on, as well as the actual license key itself.
4.12.5 A-la-carte Upgrades
A-la-carte upgrades are offered to customers who want to do one of the
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following:
 Upgrade their Unified CCX to a new major release (e.g. Unified CCX 7.0 STD to
Unified CCX 10.0 STD) and have not purchased a UCSS or SWSS contract. There
are 3 types of major release upgrades: direct, indirect and fresh install upgrades
o Direct Upgrades: only upgrades FROM release 8.0 or 9.0 TO 10.0 are
supported for direct upgrades. The Unified CCX 10.0 upgrade process will
ensure that all information (e.g. historical reporting data, configuration data,
workflows, etc.) will be migrated to Unified CCX 10.0.
o Indirect Upgrades: Upgrades FROM 5.0, 7.0 TO 10.0 will require intermediate
upgrades to 8.0 and 9.0 respectively to ensure that all information will be
migrated. Any such upgrade order will include all necessary intermediate
upgrade Unified CCX media kits and licenses.
o Example: Customer is upgrading from Unified CCX 5.0 to 10.0. Customer must
upgrade 5.0 -> 8.0 -> 10.0. Customer will receive media kits for 8.0 as well as
upgrade license files for Unified CCX 5.0 to 8.0 and 8.0 to 10.0
o Fresh Installs. A new installation is needed in two cases:
- Either an upgrade FROM 3.x, 4.x or 6.0 TO 10.0, which will require a fresh
install of release 10.0
- Customer wanting to upgrade to new hardware.
o The customer will have to transfer their existing license file to the new
hardware, and load the upgrade license files on top of that. Refer to the
information in the box below on how to obtain the license file from the existing
system. If the license file cannot be retrieved for whatever reason, please open
a case with licensing@cisco.com to request a new, fresh install release 10.0
license. Customers will need to provide entitlement details (e.g. SO#, PAK or
existing license files) to obtain a fresh install license. Customers who are not
able to provide either of these details should mail the request to ipcc-express-
pm@cisco.com, providing as much information about the original order as
possible, e.g. time frame of order, customer/partner name, number of licenses
ordered, etc.
 Upgrade their Unified CCX seats to another package (e.g. Unified CCX 10.0 STD to
Unified CCX 10.0 ENH). Note that adding the High Availability option to a Unified
CCX system is not considered an upgrade, but an add-on. It is covered in Section
4.12.3. There are three different types of seat upgrades:
o Standard to Enhanced
o Standard to Premium
o Enhanced to Premium
Note: A combination of the above, i.e. a major release upgrade and a seat upgrade
at the same time (e.g. Unified CCX 7.0 STD to Unified CCX 10.0 PRE) is not
supported. Customers would need to first upgrade the version and upgrade the
package.
Upgrade licenses are available in eDelivery (Cisco Recommended, but only available for
direct upgrades, i.e. from 7.0 or later). They are described in sections 4.12.5.1 and
4.12.5.2 respectively.
All upgrades must be ordered using the Product ID that specifies the release FROM
which the customer is upgrading. It is important to order the correct product code, or else
the upgrade license key will not work.
Note: https://communities.cisco.com/docs/DOC-51384 provides details on how to select
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eDelivery or pDelivery while placing an order

Here are some example upgrade orders. The product IDs are described in detail in the
following sections of this chapter.
Example 1: Unified CCX 10.0 Standard to 10.0 Enhanced

Customer has a Unified CCX 10.0 Standard system and wishes to upgrade to a Unified
CCX 10.0 Enhanced non-HA system. This case is a Standard to Enhanced seat upgrade
only. No media is required in this case. Use product ID:
CCX10-10U-S-E-S1 CCX 10.0 UPGRADE – 10.0 to 10.0 Qty 1 STD-ENH Seat
Example 2: Unified CCX 4.0 Enhanced HA to 10.0 Premium HA

Customer is upgrading from Unified CCX 4.0 Enhanced HA to 10.0 Premium HA. This is
a combined major release and seat upgrade. The customer needs to upgrade to Unified
Premium.
CCX-4X-10-EHA CCX 10.0 UPGRADE – 4.X to 10.0 ENH HA-HA
CCX-10-10-EPHA CCX 10.0 UPGRADE – 10.0 to 10.0 ENH-PRE HA-HA
CCX4X-10U-E-E-S1 CCX 10.0 UPGRADE – 4.X to 10.0 Qty 1 ENH-ENH Seat
Example 3: Unified CCX 4.0 Enhanced to 10.0 Premium(non-HA)

Customer is upgrading from Unified CCX 4.0 Enhanced to 10.0 Premium. This is a
combined major release and seat upgrade. The customer needs to upgrade to Unified
Premium.
CCX4X-10U-E-E-S1 CCX 10.0 UPGRADE – 4.X to 10.0 Qty 1 ENH-ENH Seat
Example 4: Unified CCX 7.0 Enhanced to 9.0 Enhanced
Customer has a Unified CCX 7.0 Enhanced non-HA system and wishes to upgrade to a
Unified CCX 9.0 Enhanced non-HA system. This case is a major release upgrade only
and electronic delivery can be used. The media and licenses required for the interim
upgrade from 7.0 to 9.0 and 9.0 to 10.0 will be shipped.
Use product IDs:
If the customer has a Unified CCX 8.0 HA system, upgrading to a 10.0 HA system, the
HA upgrade product code would have to be added:
CCX-10-UPG-K9 CCX 10.0 UPGRADE – eDelivery LICENSES ONLY
Example 5:
Customer has ordered the 25 Premium seat promo bundle with a new BE6000 and
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wishes to add 10 more seat licenses and High Availability.

CCX-10-ADD-K9 CCX 10.0 ADDON Quantity 1
CCX-10-A-P-LIC CCX 10.0 PRE Seat Qty 1 ADDON License Quantity 10
CCX-10-PHA-LIC CCX 10.0 PRE HA License Quantity 1
4.12.5.1 Ordering A La Carte UPGRADES

For pDelivery a la card upgrade orders the media are included in the license orders. So,
there is no need to order media separately.
4.12.5.1.1 Licenses
Licenses MUST be ordered for upgrade orders.
PLEASE NOTE: Upgrade PAKs cannot be provided for any release 3.x customer. As a
result, customers upgrading from a 3.x release, must open a case with
licensing@cisco.com to obtain a 4.0 license. Customers will need to provide entitlement
details (e.g. SO#, PAK or existing license files) of the original 3.x system. Customers who
are not able to provide either of these details should mail the request to ipcc-express-
pm@cisco.com, providing as much information about the original order as possible, e.g.
time frame of order, customer/partner name, number of licenses ordered, etc., so that the
original order details can be researched.
Any release 4.0 or later customer does not have to open a case and the appropriate
licenses will be provided in the order.
agent)
Any – top Any CCX-10-UPG-K9 $0

level SKU
Premium 3.x CCX3X-10U-P-P-S1 $925
4.x CCX4X-10U-P-P-S1 $925
5.0 CCX50-10U-P-P-S1 $925 CCX-50-10-PHA $7498
6.0 CCX60-10U-P-P-S1 $925 CCX-60-10-PHA $7498
7.0 CCX70-10U-P-P-S1 $925 CCX-70-10-PHA $7498
8.0 CCX80-10U-P-P-S1 $925 CCX-80-10-PHA $7498
8.5 CCX85-10U-P-P-S1 $925 CCX-85-10-PHA $7498
9.0 CCX90-10U-P-P-S1 $925 CCX-90-10-PHA $7498
8.5 CCX85-10U-OBIVR $349
9.0 CCX90-10U-OBIVR $349
Enhanced 3.x CCX3X-10U-E-E-S1 $625
4.X CCX4X-10U-E-E-S1 $625 CCX-4X-10-EHA $4498
5.0 CCX50-10U-E-E-S1 $625 CCX-50-10-EHA $4498
6.0 CCX60-10U-E-E-S1 $625 CCX-60-10-EHA $4498
7.0 CCX70-10U-E-E-S1 $625 CCX-70-10-EHA $4498
8.0 CCX80-10U-E-E-S1 $625 CCX-80-10-EHA $4498
8.5 CCX85-10U-E-E-S1 $625 CCX-85-10-EHA $4498
9.0 CCX90-10U-E-E-S1 $625 CCX-90-10-EHA $4498
Standard 3.x CCX3X-10U-S-S-S1 $198 HA not available
4.X CCX4X-10U-S-S-S1 $198 HA not available
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agent)
STD-ENH 10.0 CCX10-10U-S-E-S1 $849 Order Enhanced HA

Seat as Add-on
Upgrade –
order for
every agent:
STD-PRE 10.0 CCX10-10U-S-P-S1 $1449 Order Premium HA as

Seat Add-on
Upgrade –
order for
every agent:
ENH-PRE 10.0 CCX10-10U-E-P-S1 $599 CCX-10-10-EPHA $6000

HA Upgrade
Please note that STD-PRE HA and STD-ENH HA upgrades are not available. HA has to
be ordered as an add-on after upgrading the seats to Unified CCX 10.0.
4.12.5.2 Updating SWSS contract when upgrading Unified CCX licenses

SWSS cannot be upgraded from one category to another (e.g. Standard to Enhanced). If
the customer upgrades within the solution, they need to purchase SWSS for greater or
equal value to cover the new version, then they can request a credit on the unused term
of the original purchase from Customer Service. Please contact ucss-
support@external.cisco.com for the External Credit Request Form to process the credit.
A new PAK will be assigned for the new version and counts.
Please contact SWSS-Renewal-AMER@external.cisco.com for questions regarding
SWSS.
4.12.6 WFO and WFM Upgrades

WFO and WFM upgrades are tied to the version of the Unified CCX they are associated
with.
4.12.6.1 UCSS or SWSS upgrades for WFO

Customers who have a valid UCSS or SWSS contract can upgrade CR/QM/AQM as
described below:
2.6.x, 2,7.x 10.0(1) CCX-UPG-CR70-10K9=
CCX-UPGAQM70-10K9=
8.0(2) 10.0(1) CCX-UPG-CR80-10K9=
CCX-UPGAQM80-10K9=
8.5.x 10.0(1) CCX-UPG-CR85-10K9=
9.0.x 10.0(1) CCX-UPG-CR90-10K9=
Ordering the above part numbers on PUT results in shipment of the media and licenses.
4.12.6.2 A-la-carte Upgrades for CR/AQM

upgrades to order the required CR/QM/AQM versions.
CR 2.6(1), 2.6(2), 2.7(2), 2.7(3) CR 10.0(1) CCX-70-10U-C-CS1 $163
AQM 2.6(1), 2.6(2), 2.7(2), 2.7(3) AQM 10.0(1) CCX-70-10U-A-AS1 $348
CR 8.0(2) CR 10.0(1) CCX-80-10U-C-CS1 $163
AQM 8.0(2) AQM 10.0(1) CCX-80-10U-A-AS1 $348
CR 8.5.X CR 10.0(1) CCX-85-10U-C-CS1 $163
AQM 8.5.X AQM 10.0(1) CCX-85-10U-A-AS1 $348
CR 9.0 CR 10.0(1) CCX-90-10U-C-CS1 $163
AQM 9.0 AQM 10.0(1) CCX-90-10U-A-AS1 $348
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CR 10.0(1) AQM 10.0(1) CCX-10-10UCAQMS1 $348
QM 10.0(1) AQM 10.0(1) CCX-10-10UQAQMS1 $348
4.12.6.3 Upgrading WFM using the Product Upgrade Tool (PUT)

Customers who have a valid UCSS or SWSS contract can upgrade WFM as described
below:
8.2.x, 8.3.x 10.0(1) CCX-UPG-WFM-70-10=
8.3.4 10.0(1) CCX-UPG-WFM-80-10=
8.5.x 10.0(1) CCX-UPG-WFM-85-10=
9.0 10.0(1) CCX-UPG-WFM-90-10=
Ordering the above part numbers on PUT results in shipment of the electronic media and
eDelivery upgrade licenses.
4.12.6.4 A-la-carte Upgrades for WFM

upgrades to order the required WFM versions.
CCX 7.0 CCX 10.0 CCX-70-10U-W-WS1 $275
WFM 8.2.x, 8.3.x WFM 10.0(1)
CCX 8.0 CCX 10.0 CCX-80-10U-W-WS1 $275
WFM 8.3(4) WFM 10.0(1)
CCX 8.5 CCX 10.0 CCX-85-10U-W-WS1 $275
WFM 8.5.x WFM 10.0(1)
CCX 9.0 CCX 10.0 CCX-90-10U-W-WS1 $275
WFM 10.0(1) WFM 10.0(1)
4.12.7 Not for Resale and Non-production licenses

Please note that the Unified CCX NFR kit is included in the UC NFR kit.
The table below contains the Unified CCX only NFR Kit product ID, for electronic
delivery.
NFR Kit Product IDs
CCX-10-NFR= CCX 10.0 NFR Kit: PRE HA 6 seats Pre IB/OB/email, CR, QM, $100
AQM, WFM.
4.12.7.2 Customer Non-Production Systems

The Unified CCX 10.0 Non Production System is provided for use by customers in an
environment where production calls will not be taken. Typical examples are use in
development, testing, system integration testing and load testing. The Unified CCX non-
production lab systems include licenses for 6 Premium seats of Unified CCX with High
Availability, Call Recording, Quality Management, Advance Quality Management,
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Workforce Management, Outbound IVR and Finesse Workflow Recording.
Unified CCX non-production lab systems cannot be used in production systems or

merged with production system licenses.
NPS Kit Product IDs
CCX-10-NPS-K9= CCX 10.0 NPS Kit: 6 seats Pre with OBIVR, HA CR, QM, AQM, $2,995
WFM, SocialMiner, Finesse Workflow Recording licenses
Note: Customers who have a valid SWSS contract for the CCX NPS systems are eligible
to upgrade their systems. Please contact the Cisco GLO team (licensing@cisco.com)
with the details of the SWSS contract for assistance with the upgrade.

Cisco Unified CCX 9.0 has reached End of Sale and new systems cannot be ordered at
this time.
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5. Cisco Unified Contact Center Enterprise

(Unified CCE)
This section provides licensing and ordering information for Unified Contact Center
Enterprise solution.
Note: If your company is considering Cisco Unified Communications in a Public Safety

5.1 Overview of End of Life and End of Sale Status for Cisco
Unified CCE Versions
All Cisco Unified CCE 10.0 and prior versions are End of Life and End of Sale.
Customers on these systems cannot purchase additional components and need to
migrate to a version available for sale. This includes components like Finesse and CUIC.
In addition, End of life has been announced for 10.5 and 11.0 with upcoming End of Sale
dates. This also includes components like Finesse and CUIC.
For detailed EOL milestones please see

https://www.cisco.com/c/en/us/products/customer-collaboration/unified-contact-center-
enterprise/eos-eol-notice-listing.html.
5.2 Overview of Unified CCE Licensing
Unified CCE licensing structure consists of the following primary and additional
components:
● Primary Unified CCE Licenses

1. Unified CCE Server License
2. Unified CCE Agent Licenses
● Additional Unified CCE Licenses
3. Outbound Option
4. Third Party IVR Licenses
5. Special Unified CCE Deployment Cases
5.2.1 Unified CCE Server License
Each Unified CCE system for voice applications requires the purchase of one (1) Unified
CCE Server License (whether the Unified CCE system is deployed on one or multiple
servers). A single system is defined a (redundant) router/logger.
The Unified CCE Server license entitles the user to deploy all of the necessary
components required for Unified CCE voice deployments, specifically:
● Redundant Router
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● Redundant Logger
● Redundant Unified Communications Manager Peripheral Gateway(s)
● Redundant IVR Peripheral Gateway(s) for connection to Cisco IVR systems (i.e. CVP
and Unified IP IVR). Note: Non-Cisco IVRs require Third part IVR port licenses.
● Redundant Unified CCE System Peripheral Gateway
● SocialMiner server
● Enterprise Chat and Email server (for use with CCE Premium Agent licenses, and CCE
11.5 and above only)
● Finesse server: As of Aug 6, 2016, Finesse server is available for all CCE customers
without additional license fee.
● Cisco Unified Intelligence Center (CUIC) Premium server. As of Aug 6, 2016, CUIC
Premium is available for all CCE customers without additional license fee.
● Contact Center Management Portal (CCMP) server (for use with CCE Premium Agent
licenses only)
● Administrative Workstation(s)
● Historical Database server(s)
● Internet Script Editor (ISE) Server and ISE User Connections
● Application Gateway
● NICs (AT&T2, CRSP3, CWC, INCRP, MCI, NTL, Nortel, SS7IN, TIM, Unisource)4
● Network (Sigtran) gateways (ITU [SS7IN], ANSI [AT&T] and INAP [Unisource, TIM,
etc.])
● Redundant CTI Server for third-party CTI connections (Note: Only for non-agent
desktop application)
● Network Transfer
The table below lists the Unified CCE Server License for Voice Applications and price.
Unified CCE Server License
IPCE-SVR CONTACT CENTER ENTERPRISE SERVER LICENSE $15,000
Note: There are also other optional licenses and components that may be used in
combination with Unified CCE such as Unified Customer Voice Portal (CVP), Unified IP
IVR and Unified Intelligent Contact Management (ICM) components. These need to be
purchased separately. Please refer to respective sections of this guide for additional
licensing structure and ordering information for these components.
2
AT&T NIC along with AT&T Network gateway can be used to connect only with Signaling
gateway. Information on connections to third party signaling gateways are available on request.
3
When using the CRSP NIC to connect to a carrier network, the carrier is required to purchase an
IPCC Hosted NIC (IPCH-NIC) license to acquire the right to use the CRSP specification. See
section 9.1.1.
4
SS7, Unisource and TIM INAP NICs should be used with appropriate Network gateway to connect
with either a Signaling gateway or Cisco PGW softswitch. This NIC license can be used in a
carrier/service provider environment, but only for internal service provider contact centers and not
for offering hosted or managed services. For Hosted or managed services HCS-CC licenses are
required.
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Note: Starting Release 11.5, Intelligence Center Premium & Standard licenses are not
orderable. CUIC Premium licenses can be downloaded from CCO. Intelligence Center
can be deployed as a cluster with a single controller node and up to seven member
nodes sized to support the number of users, expected reporting activity and redundancy
requirements. To determine the number of Intelligence Center servers required, please
use the Unified Communications System Sizing Tool – Reporting section.
5.2.2 Unified CCE Agent Licenses
Each Unified CCE system requires the purchase of Unified CCE Agent Licenses. All
Unified CCE Agent licenses are based on concurrent logged-in agents or supervisors. A
Unified CCE Agent license is needed for each logged-in agent or supervisor
(independent of whether they are ready to take a call or whether they are on a call.)
Note: Unified CCE Agent Licenses apply to users of various agent desktop or
supervisor desktops. Other users, such as Administrative Workstation users, CUIC or
Internet Script Editor Users do not require the purchase of separate user licenses.
Starting CCE 11.5, new CCE Customer must purchase the Unified CCE Premium Agent
licenses, which allow deployment of the Finesse desktop for agents and supervisors and
the Enterprise Chat and Email feature.
Information about legacy CCE Agent licenses:
● Cisco Agent Desktop (CAD) and CTI-OS are end-of-sale. These were desktop options
under the CCE Premium Agent license.
● CCE Standard Agent licenses and CCE Enhanced Agent licenses are no longer for
sale for new Unified CCE customers. They can still be ordered for existing Unified
CCE customers, to expand their existing systems, but will soon be end-of-sale. Some
detail on legacy and current Unified CCE Agent licenses for Voice Applications:
o Enhanced Agent Licenses: The Enhanced Agent license allow the deployment
of the Finesse Agent Desktop. This option is only available for CCE 11.5 and
earlier. It will not be available for CCE releases after 11.5. No Enhanced Agent
licenses can be purchased anymore with CAD Enhanced.
o Standard Agent Licenses: The Standard Agent license allow the deployment of
the Finesse IP Phone Agent. This option is only available for CCE 11.5 and
earlier. It will not be available for CCE releases after 11.5. No Standard Agent
licenses can be purchased anymore with CAD Standard.
The table below lists the Unified Agent Licenses for voice applications and prices.
Product Numbers Description List Price ($US) Desktop
Unified CCE Agent Licenses
IPCE-STDAGT-L CC ENTERPRISE STANDARD AGENT $1,100 Cisco Finesse IP

Phone Agent (no
desktop)
IPCE-ENHAGT-L CC ENTERPRISE ENHANCED AGENT $1,500 Cisco Finesse
IPCE-PREMAGT-L CC ENTERPRISE PREMIUM AGENT $1,950 Cisco Finesse

(Includes CCMP license and Enterprise
Chat and Email)
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Notes:
● The following capabilities are included in the CCE Premium Agent licenses
o Mobile Agent
o Contact Center Management Portal
o Enterprise Chat and Email. This requires CCE release 11.5 minimum
o Cisco Unified Intelligence Center Premium
5.2.3 Context Service Entitlement
Context Service provides data storage in cloud to store end-customer journey data from
Cisco Contact Center products as well as 3rd party products. This cloud-based service is
operated by Cisco. Customers must have an active SWSS subscription on one or more
of the following Cisco Contact Center product licenses to be entitled to use Context
Service:
● CCX agent licenses – all types
● CCE agent licenses – all types
● CVP port licenses
● Packaged CCE agent licenses
● HCS-Contact Center agent licenses
Context Service must be actively used from one of the above listed Cisco Contact Center
products to obtain support for this service from Cisco TAC. Context Service APIs can be
used to integrate with 3rd party products as long as the conditions stated in this section
are met.
Partners must ensure that customers acknowledge the following Context Service Offer
Description before use:
http://www.cisco.com/c/dam/en_us/about/doing_business/legal/service_descriptions/docs
/context-service-offering-description.pdf
Partners can create a Context Service enabled account (Org) for entitled customers via
Cisco Cloud Collaboration Management portal. Learn more about Context Service
onboarding and capabilities at:
http://www.cisco.com/go/contextservice
5.2.4 Outbound Option
Unified CCE Outbound Option requires the purchase of Dialer Ports on top of the CCE
Agent licenses (note that Outbound option is not available on legacy CCE Standard
licenses). Each Dialer Port license allows the dialer to make a single simultaneous call.
The Dialer Port license licenses the use of the Unified CCE Dialer components (such as
the dialer and campaign manager). No additional Unified Communications Manager
licenses are required for the Dialer to function.
The ratio between Dialer Port licenses and Unified CCE Agent licenses for outbound
agents depends on the types of outbound dialing required:
● For predictive dialing, the typical ratio of ports to agents is 1.5:1, but may depend on
the specific campaign settings and circumstances.
● For progressive dialing, the typical ratio is 1:1
● For preview dialing, it might be sufficient to have slightly less port licenses than
agent licenses.
The table below lists the Unified CCE Dialer Port license and price.
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Unified CCE Outbound licenses
IPCE-DIALPORT-L CC ENTERPRISE DIALER PORT $600
5.2.5 Third Party IVR Licenses
In cases where non-Cisco IVRs are used with Unified CCE, third party IVR licenses are
required to connect this third party (non-Cisco) IVR system to Unified CCE.
These licenses provide the following functionality (Brackets contain name of the
application interface used on the Voice Response Unit Peripheral Gateway VRU PG):
● Monitoring of IVR and IVR call status (Data Feed and other interfaces)
● Unified CCE pre-routing calls to IVR with call context data (Call Routing interface)
● Unified CCE accepting post-routing requests from IVR (Call Routing interface)
● Unified CCE controlling IVR applications for calls at the IVR (Service Control Interface).
In case the third party IVR is used to queue Unified CCE calls the Service Control
Interface must be used.
The software component licensed by the third party IVR license is the VRU PG and all of
the public interfaces that it offers.
A third party IVR Port license is required for every third party IVR port monitored or
controlled by the ICM component of the Unified CCE, even if the third party IVR never
receive any actual calls.
The table below lists the Third Party IVR licenses and prices. Which tier can be used
depends on the number of Third Party IVR Port licenses in the order. The table in section
7.1.2.1 is applicable.
Third Party IVR licenses
ICME-IVRPRT-T1-L ICM ENTERPRISE THIRD PARTY IVR PORT - TIER 1 $300
5.2.6 Special Unified CCE Deployment Cases
There are several non-standard Unified CCE deployment models that don’t fit the
standard licensing models described above. The required licensing for these cases is
described in this section.
5.2.6.1 Unified CCE System as Hybrid Unified CCE and Unified ICM System
In this deployment model, the Unified CCE has third party ACDs connected as well as
Unified Communications Managers and is therefore a combination of Unified ICM
Enterprise and Unified Contact Center Enterprise. A system like this requires both Unified
ICM Enterprise and Unified Contact Center Enterprise licenses.
Unified ICM Enterprise licenses are required for each connected third-party ACD and all
agents on these ACDs. In case the Unified ICM Enterprise agents are using Blind
Network Transfer capabilities a license for this function is required (note that such a
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license is not required for Unified Contact Center Enterprise agents using this function,
this functionality is included in the Unified CCE agent licenses).
For the Unified CCE function a single Contact Center Enterprise Server license is
required as well as Unified CCE agent licenses for all Unified CCE agents connected to
the Unified Communications Manager(s).
5.2.6.2 Unified CCE System that is connected to a carrier owned and

operated Unified Contact Center Hosted (CCH) System
When a company owns, and operates a Unified CCE system that is connected to a
carrier’s Unified Contact Center Hosted (CCH) system (for pre-routing, Network IVR
services, etc.), the customer’s Unified CCE systems should be licensed as a Unified CCE
system and not as (part of) a Unified CCH system.
Notes
● No separate license is required to connect a Unified CCE system to a Unified CCH

system.
● Only customers owning Unified ICM Hosted licenses or Unified CCH licenses should
purchase Unified CCH Agent Licenses.
5.3 Ordering New Unified CCE System and Add-On Licenses
Almost all orders for new Unified CCE systems and add on Orders can be made through
a single top-level Product Number: IPCE-BUNDLE.
Once IPCE-BUNDLE is selected in the ordering tool, this part number will provide a
comprehensive list of all software and hardware product numbers that you need to place
an order for a new Unified CCE system.
For each new Unified CCE system order, an order needs to be placed for at least the
following three (3) product numbers:
● Contact Center Enterprise Media Kits (IPCE-MEDIAKIT)

● Contact Center Enterprise Server License (IPCE-SVR)
● Contact Center Enterprise Agent License (IPCE-AGENTS-LC)
For add on orders, an order needs to be placed for at least the following:
 Contact Center Enterprise Agent License (IPCE-AGENTS-LC).
For each of the product numbers above, you can only select a quantity of zero (0) or one
(1). By selecting ‘1’ for each product number individually, you can then configure that
item and select the required types and quantity. This is described in the next sections in
detail
The IPCE-BUNDLE also shows the following optional Contact Center Enterprise items:
 Unified Customer Voice Portal (CVP)
 Unified IP IVR
Please refer to the respective sections in this ordering guide for more information on
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ordering these components.
5.3.1 Ordering CCE Agent licenses for voice applications

● Contact Center Enterprise Media Kits (IPCE-MEDIAKIT): For new Unified CCE system
orders, you will typically select a quantity of one “1” for Contact Center Enterprise
Media Kits (IPCE-MEDIAKIT). For add on orders, you may choose not to order new
media kits by selecting zero “0” for Contact Center Enterprise Media Kits (IPCE-
MEDIAKIT). Upon selecting quantity of “1” for the IPCE-MEDIAKIT, you will be
presented with two options:
 Contact Center Enterprise Media Kit: Upon selection of this option, select the
release version of Contact Center Enterprise Media Kit that you desire to order.
You can order only one media kit at a time. The media kit will dynamically be
composed, based on what licenses are ordered.
Notes:
 If you are placing an order for traditional Unified CCE Model, select the IPCE-
MEDIA product number option for the desired version presented under
Contact Center Enterprise Media Kit (IPCE-MEDIAKIT) option.
 There is no separate part number to order Unified CCE System PG. If the
Unified CCE System PG is needed for a new Unified CCE system (other than
System Unified CCE Model), select IPCE-MEDIA product number option for
the desired version.
 If you are planning on ordering Unified CCE Agent Licenses for Voice
Applications with Multi-Channel option, select IPCE-MEDIA product number
option for the desired version.
● Contact Center Enterprise Server License (IPCE-SVR): For new Unified CCE
system orders, you will typically select a quantity of one “1” for IPCC Enterprise
Server License (IPCE-SVR). If this is an add-on order, select zero “0” for IPCE-SVR.
● Contact Center Enterprise Agent Licenses (IPCE-AGENT-LC): For new and add-on
Unified CCE system orders, you will typically select a quantity of one “1” for Contact
Center Enterprise Agent License Certificate (IPCE-AGENT-LC). Upon selecting
quantity of “1” for the IPCE-AGENT-LC, you will be presented with a variety of
option classes:
1. Contact Center Standard Agent: This option does not provide an agent desktop.
Only Finesse IP Phone Agent is supported.
2. Contact Center Enhanced Agent: If you are placing an order for Unified CCE
Enhanced Agent license, select this option. Upon selection of this option, input
the quantity of Contact Center Enterprise Enhanced Agent (IPCE-ENHAGT-L)
licenses that you desire to order.
3. Contact Center Premium Agent: This option provides Cisco Finesse Desktop.
Upon selection of this option, input the quantity of Contact Center Enterprise
Premium Agent (IPCE-PREMAGT-L) licenses that you desire to order.
4. Contact Center Outbound Dialer Ports: If you are placing an order for Unified
CCE Agent Licenses for Voice Applications with Outbound option, select this
option. Upon selection of this option, input the quantity of Contact Center
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Enterprise Outbound Dialer Ports (IPCE-DIALPORT-L) licenses that you desire

to order.
5.4 Upgrades
5.4.1 Upgrades of CCE Agent licenses
For Unified CCE, there are a number of upgrade and migration options:
● Upgrading from CCE Standard Agent to CCE Enhanced Agent.

In IPCE-AGENTS-LC, select the option class ‘Upgrade Standard to Enhanced
IPCC Agent license’. Upon selection of this option, input the quantity that you
desire to order (IPCE-UPGENHAGT-L).
● Upgrading from CCE Enhanced Agent to CCE Premium Agent.
In IPCE-AGENTS-LC, select the option class ‘Upgrade Enhanced to Premium
IPCC Agent license’. Upon selection of this option, input the quantity that you
desire to order (IPCE-UPGPREMAGT-L).
● Upgrading from CCE Standard Agent to CCE Premium Agent.
Order both the Standard-to-Enhanced upgrade, and the Enhanced-to-Premium
upgrade in order to migrate from CCE Standard Agent to CCE Premium Agent.
Product Numbers Description List Price ($US) Desktop
Unified CCE Agent Upgrade License
IPCE-UPGENHAGT-L UPGRADE FROM STANDARD TO $500 Finesse

ENHANCED CCE AGENT
IPCE-UPGPREMAGT-L UPGRADE FROM ENHANCED TO PREMIUM $500 Finesse

CCE AGENT
(Includes ECE, CCMP licenses)
5.4.2 Customer Collaboration Upgrade Offer

This offer is for CCE customers who want to upgrade to an available major release, but
do not have a service contract (UCSS or SWSS has expired). The offer consists of two
parts: attractively priced upgrade licenses, plus a mandatory purchase of a 3-year5
service contract. The Customer Collaboration Upgrade Offer is also available for
Customer Voice Portal (see section 3.2.4). This offer is scheduled to expire on July 28,
2018.
The upgrade licenses are priced at approximately one-third of the price of a new license.
The components for which upgrade licenses are available are:
 Premium agent licenses
 Outbound dialer ports
 Note that no upgrade is required for the IPCC Server license.
5
One year SWSS contract allowed for customers who cannot legally buy 3-year contracts.
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The Customer Collaboration Upgrade Offer is ordered through a top-level product code
CC-UPG-BUNDLE.
CC-UPG-BUNDLE Customer Collaboration Upgrade Offer Top $0

level SKU
IPCE-AGENTSUPG UCC Enterprise Agent Licenses Upgrade $0
IPCC ENTERPRISE STANDARD AGENT

IPCE-STDAGTUPG UPGRADE $365
IPCC ENTERPRISE ENHANCED AGENT

IPCE-ENHAGTUPG UPGRADE $500
IPCC ENTERPRISE PREMIUM AGENT

IPCE-PREMAGTUPG UPGRADE $650
IPCC ENTERPRISE OUTBOUND DIALER

IPCE-DIALPORTUPG PORT UPGRADE $200
Notes
 IPCE-PREMAGTUPG includes Finesse desktop and ECE starting in Release

11.5.
 CCE upgrade media is NOT shipped as part of the upgrade SKUs. It can be
ordered via CC-UPG-BUNDLE
 All upgrade orders go on New Product Hold and entitlement will be verified
before the order is released.
 A service contract is mandatory in order to be able to activate. Without

activation, no major release media can be downloaded or ordered in the future.
5.4.3 Migrations from Cisco Unified ICM to Contact Center Enterprise
Customers using a licensed ICM Enterprise with a third-party ACD who want to migrate
to Cisco Unified Contact Center Enterprise (Unified CCE) can purchase Unified CCE
Premium Agent and Server licenses at a discount. Unified CCE Premium Agent licenses
can be purchased at the price shown below. There are different product codes and
prices, depending on whether the customer has ICM Agent licenses only (migrate using
IPCE-PROMOAGTREG-L), or also has ICM Desktop licenses (migrate using IPCE-
PROMOAGTDSK-L). Unified CCE Server licenses are discounted at 100%.
Notes:
 1 year of services is mandatory for the new CCE licenses
 Additional discounts (partner/customer/other promotions) may apply.
 This offer is scheduled to expire on July 28, 2018.
Orders should be placed using the bundle: IPCE-CTIPROMO.
Other components of Unified CCE can be ordered via: IPCE-BUNDLE:
ICM to Contact Center Enterprise migration offer
IPCE-PROMOAGTDSK-L ICM Desktop Agent to UCCE Premium Agent $900
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IPCE-PROMOAGTREG-L ICM Regular Agent to UCCE Premium Agent $1,600
5.4.4 Migrations from Cisco Unified Contact Center Express to Contact Center
Enterprise
Although there is no technical migration path between Contact Center Express and
Contact Center Enterprise, Cisco offers a discount program for customers who outgrew
their Contact Center Express system and are migrating to Contact Center Enterprise.
The program requires these customers to purchase Contact Center Enterprise, but they
receive a discount for handing in their Contact Center Express licenses:
 If they own a CCX system with Enhanced Agent licenses, they receive a 25%
discount on the CCE Premium Agent license and a 100% discount on the CCE
Server license.
 If they own a CCX system with Premium Agent licenses, they receive a 35%
discount on the CCE Premium Agent license and a 100% discount on the CCE
Server license.
Notes:
 These discounts are taken off the list price before any standard (partner/customer)
discounts are applied.
 These discounts plus any standard partner/customer discount may get flagged by
sales finance and may require escalations for approvals. CCBU is in support of the
promo discount of 25% or 35% plus the standard discounts not to exceed a total
discount of 72%. This support applies only to this particular promotion and not to any
other product codes.
 For customers planning to use IPIVR as the queuing and prompting platform for
CCE, it is important to note the following
o CCX licenses cannot be used as or converted into IPIVR licenses. New

IPIVR licenses need to be purchased.
o CCX and CCE redundancy operates differently. To have a redundant IPIVR

system with CCE, two IPIVR systems need to be purchased.
 The discounts only apply to customers buying CCE Premium Agent licenses.
Customers wanting a CCE system with Standard or Enhanced Agent licenses need
to purchase CCE in the regular way (but note that a Premium Agent with discount is
cheaper than an Enhanced Agent without discount).
 The discount does not apply to customers having a CCX system with Standard
Agent licenses.
 The discount can only be used to buy one CCE Server license as well as CCE
Premium Agent licenses in the same quantity as the customer owns CCX (Enhanced
or Premium) Agent licenses. Any additional CCE agent licenses can be purchased in
the regular way, with the additional discount.
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In order to receive the additional discount, orders should be placed using the following
product codes. Note that the discounts will not be visible on the order until the order is
completed in the system.
Product Numbers Description Discount
ICM to Contact Center Hosted migration offer
IPCE-CCXPRMPROMO IPCC Enterprise Migration for CCX Premium customers 35%
IPCE-ENHPROMO IPCC Enterprise Migration for CCX Enhanced customers 25%
5.5 Migration from Previous Licensing Methods
This section describes how customers that have purchased Unified CCE licenses under
an older licensing scheme should be treated when expanding their system or renewing
maintenance using the new maintenance product numbers.
The basic rules for ‘translating’ older Unified CCE licenses into new ones are very
straightforward. The table below provides the main relationships:
Older item New Item
IPCC Server (IPC-SVR) IPCC Enterprise Server and 25 agent licenses
IPCC Cisco Agent Desktop and Supervisor (IPCC-AGTCAD, IPCC Enterprise Standard Agent
IPCC-SUPCSD) with all agent options
IPCC Cisco Agent Desktop with CTI and Supervisor IPCC Enterprise Enhanced Agent
(IPC-AGTCADCTI, IPCC-SUPCSD) and all agent options.
IPCC Cisco Toolkit Desktop and Supervisor (IPC-AGTCTD, IPCC Enterprise Premium Agent
IPC-SUPCTS)
All other items, such as: Redundancy, Gateway licenses, These items do not translate into any current license.
Administrative Workstation, HDS, All functionality is now included.
Internet Script Editor Connection, third-party CTI Connection
Using the rules above if the customer should ‘translate’ their current licenses into new
ones and use that as a basis for ordering expansion licenses. This leads to the following
specific cases for expansion orders:
Expansion case: customer wants to… Customer should order…
Add more agents to an existing location New Standard, Enhanced, or Premium Agent licenses.
Note that only Premium agent types include CCMP
license. CCMP upgrade license must be purchased for
STD or ENH agent types to use CCMP.
Add an included option such as Application Gateway or a Nothing. When customer has IPCC agent licenses in
WebView connection place, these components can now be deployed without
additional licensing
5.6 Non-Production Systems
The Unified CCE non-production license includes:
 Contact Center Enterprise:

o Unified CCE Server
o Finesse
o Cisco Unified Intelligence Center (CUIC)
o Unified CCE Standard, Enhanced, Premium Agents
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o Dialer Port
o Blind Network Transfer
o Third-Party IVR Port Licenses
o SocialMiner
o Enterprise Chat and Email
o Contact Center Management Portal (CCMP)
 Customer Voice Portal (CVP):
o 1 CVP Software
o 3000 Self Service Ports license
o 3000 CVP Ports license
o 1 Reporting license
 Cisco Virtual Voice Browser
All components can be used in reasonable quantities, but exclusively in non-production

systems. Non-production use includes lab, demo and training purposes.
Notes:
● These licenses are only sold either to end-customers who have already ordered
Unified CCE production licenses or to certified ATP Partners.
● CCE NPS licenses do not have SWSS. End-customers and ATP Partners are allowed
to use their production upgrade software to upgrade their NPS installation.
● These licenses are priced differently for end-customers and ATP-certified partners.
End-customers should only order the licenses with Product Numbers ending in ‘-EC’.
Certified Partners should only order the Product Numbers ending in ‘-CP’.
● Certified Partner non-production bundles are only available for order by ATP Partners
in theaters where the DART tool is not available (that is European, Emerging and
Japan today). These bundles are only available from the Wholesale price list, which
implies that they must be ordered through a Cisco distributor.
● The ‘-DART=’ bundle is only available for ATP partners through the DART tool, for
theaters where DART is used.
The table below lists the Non-Production bundles and their list price.
Non-production bundles
IPCE-NPSENT-EC CC ENT Non-Production Suite Customer $25,000
IPCE-NPSENT-CP CC ENT Non-Production Suite ATP Partners $0
IPCE-NPSENT-DART= CC ENT Non-Production Suite ATP Partners $200
5.7 Product Number Summary Table for Unified CCE Product

Numbers
This section contains a summary table with all Unified CCE product numbers and
applicable maintenance items.
Product Number Description List Price ($US)
IPCE-SVR CC ENTERPRISE SERVER LICENSE $15,000
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IPCE-STDAGT-L CC ENTERPRISE STANDARD AGENT $1,100
IPCE-ENHAGT-L CC ENTERPRISEENHANCED AGENT $1,500
IPCE-PREMAGT-L CC ENTERPRISE PREMIUM AGENT $1,950
IPCE-UPGENHAGT-L CC ENTERPRISE UPGR FROM STD TO ENH AGENT $500
IPCE-UPGPREMAGT-L CC ENTERPRISE UPGR FROM ENH TO PREM AGENT $500
IPCE-DIALPORT-L CC ENTERPRISE OUTBOUND DIALER PORT $600
CC-UPG-BUNDLE Customer Collaboration Upgrade Offer Top level SKU
IPCE-AGENTSUPG UCC Enterprise Agent Licenses Upgrade $0
IPCE-STDAGTUPG IPCC ENTERPRISE STANDARD AGENT UPGRADE $365
IPCE-ENHAGTUPG IPCC ENTERPRISE ENHANCED AGENT UPGRADE $500
IPCE-PREMAGTUPG IPCC ENTERPRISE PREMIUM AGENT UPGRADE $650
IPCE-DIALPORTUPG IPCC ENTERPRISE OUTBOUND DIALER PORT UPGRADE $200
IPCE-NPSENT-EC CC ENTERPRISE Non-Production Suite Customer $25,000
IPCE-CTIPROMO ICM-to-UCCE Migration Promotion Top Level SKU
IPCE-PROMOAGTDSK-L ICM Desktop Agent to UCCE Premium Agent $900
IPCE-PROMOAGTREG-L ICM Regular Agent to UCCE Premium Agent $1,600
IPCE-NPSENT-CP CC ENTERPRISE Non-Production Suite ATP Partners $0
IPCE-NPSENT-DART= CC ENTERPRISE Non-Production Suite ATP Partners $200

Notes:
● Details on Software Support Service can be found here: http://www.cisco.com/go/swss
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6. Cisco Packaged Contact Center Enterprise

(Packaged CCE)
This section provides licensing and ordering information for the Packaged Contact Center
Enterprise solution.
6.1 About Packaged CCE
Packaged CCE is an Enterprise-class single server Omnichannel contact center solution

for up to 2000 agents. Packaged CCE solution includes Unified Contact Center
Enterprise with Unified Customer Voice Portal, Finesse desktop, Unified Communication
Manager and Enterprise Chat and Email in a virtualized environment. It offers easier
ordering, bundled pricing, simplified deployment and management resulting in reduced
pre-sales and post-sales cycles. This package easily gets a voice or video solution up
and running for a customer, while offering the ability to add other options as needed. For
more information on Packaged CCE go to:
http://docwiki.cisco.com/wiki/Packaged_CCE
6.2 Overview of Packaged CCE Ordering and Licensing
Packaged CCE offers simplified ordering with a single bundle SKU that contains the
hardware and software parts required to build a Packaged CCE deployment. The bundle
simplifies ordering by requiring the selection of only a handful of SKUs by the user and
automatically including the rest. It is designed to build a rich Omnichannel contact center
solution by providing a core set of contact center functionality—call and task processing,
prompting and self-service application scripting, voice response collection, agent
selection, queuing, context service cloud storage and reporting.
The table below lists the Packaged CCE Bundle SKU:
CCE-PAC-BUNDLE Packaged CCE Bundle SKU
Note: All orders for new deployments or CCX migration must be built using this top level
SKU.
Packaged CCE bundle consists of the following required and optional components:
● Required Packaged CCE Licenses and Components

1. Packaged Server License
2. Packaged Agent Licenses
3. Unified Computing System (UCS) B-series or C-series server
● Optional Packaged CCE Licenses
1. Unified Communication Manager Enhanced User License
The sections below explain each of these components. Also, a sample BOM is provided
as a reference for an order created using this bundle, published here:
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https://communities.cisco.com/community/partner/collaboration/contactcenter/atp/project
s/packaged-cce

6.2.1 Required Packaged CCE Licenses
Each Packaged CCE deployment requires one Packaged Server license, the desired
number of Packaged Agent licenses, and deployment specific UCS servers.
6.2.1.1 Packaged CCE Server Licenses

Packaged CCE has well defined deployments and for convenience the deployment
model is matched to the Packaged Server SKU. Each Packaged CCE system requires
the purchase of one (1) Packaged CCE Server license.
6.2.1.1.1 CCE-PAC-M1
CCE-PAC-M1 is the initial model of Packaged CCE, supporting up to 2000 agents. This
license entitles the user to deploy all of the necessary components required for
1) Unified CCE Server components:
● One (1) Redundant CCE Rogger (Router and Logger)

● One (1) Redundant CCE Peripheral Gateway (UCM+VRU+MR PIMs)
● One (1) Redundant Administration Server, Real-time & Historical Data
Server, Detail Data Server (AW-HDS-DDS)
● Optional one (1) Redundant Historical Database server(s) on external
servers
2) Unified CVP Server components
 One (1) Redundant CVP Call Server
3) Enterprise Chat and Email
 One (1) Enterprise Chat and Email
4) Unified Intelligence Center components
 One (1) Redundant Unified Intelligence Center Premium Edition
5) Finesse Server components
 One (1) Redundant Finesse Server
6) Unified CCE Outbound Option components
 One Hundred (100) Outbound Dialer Ports
7) Unified Call Studio
 Two (2) workstation licenses for Unified Call Studio
8) SocialMiner
 One (1) SocialMiner
Packaged Server SKU also includes the relevant media kits for the following products:
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 Unified Contact Center Enterprise
 Unified Customer Voice Portal
 Enterprise Chat and Email
 Unified Intelligence Center
 Finesse desktop
 Virtualized Voice Browser
 SocialMiner
There is no need to order separate media kits.
The table below lists the Packaged CCE Server License and price.
Product Description List Price Software Subscription

Number ($US)
Product List Price
Code ($US)
CCE-PAC-M1 CCE and CVP $15,000 Upgrades

Deployment included in
Package M1 agent
licenses
6.2.1.2 Packaged CCE Agent Licenses

Packaged CCE offers Packaged Agent SKUs that is a bundled SKU offering a price
advantage over the a-la-carte SKUs for standard Unified Contact Center Enterprise.
Each Packaged CCE Agent entitles the user to:
 One (1) Premium CCE Agent
 One (1) redundant CVP queue or self-service port
 One (1) Voice Browser port (VVB or IOS VB)
For instance, if you ordered 325 units of Packaged Agent, then you would be entitled to
325 concurrent logged in Premium CCE agents along with 325 CVP ports and 325
redundant CVP ports for queuing or self-service and 325 Voice browser ports (VVB or
IOS VB) for VXML playback.
For CCE-PAC-M1 deployment, the maximum number of agents allowed is 2000. There is
no minimum agent requirement.
Packaged Agent SKU can be used only for Packaged CCE deployments. It cannot be
used for general Unified Contact Center Enterprise deployments.
The table below lists the Packaged Agent License and price.
CCE-PAC-AGENT CCE Packaged Agent $2,350
6.2.1.3 Unified Computing System (UCS) server

Packaged CCE deployments require a specific model of Cisco Unified Computing
System (UCS) B-series blade server or C-series rack server for each deployment model.
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6.2.1.3.1 Servers for Packaged CCE

For Packaged CCE, two (2) Cisco UCS servers are required, one for each side for
redundancy. They must be either UCS C240 M4SX TRC #1 rack mount servers
(BE7000H) or UCS B200 M4 TRC #1 blade servers. These servers are included in the
Packaged bundle for ordering convenience.
The table below lists the UCS TRC#1 server SKUs and price.
UCS-UC-B200M4 UCS B200 M4, dual-10-core/2.6 GHz, 128 GB RAM $ 19,184
BE7H-M4-K9 UCS C240 M4 SFF, dual-10-core/2.6 GHz, 128 GB DDR4 $ 50,084

RAM, 20x300GB 15K RPM
BE7H-M4-XU UCS C240 M4 SFF, dual-10-core/2.6 GHz, 128 GB DDR4 $ 50,084

RAM, 20x300GB 15K RPM
The ordering tool provides the option to select region specific power cables, select as
appropriate for your region.
The detailed specification of UCS servers can be found on the Cisco Unified
Communications on the Cisco Unified Computing System page located at:
www.cisco.com/go/swonly
http://www.cisco.com/c/dam/en/us/td/docs/voice_ip_comm/uc_system/virtualization/collabor
ation-virtualization-hardware.html
6.2.1.3.2 UCS Server Support and Warranty Options

There are various warranty options available for UCS servers. Refer to UCS Support and
Warranty links below for more details:
Limited Hardware Warranty:
http://www.cisco.com/en/US/products/prod_warranties_listing.html#~additional_warranty
Support and Warranty Services:
http://www.cisco.com/en/US/products/ps10321/serv_home.html
Pricing Tool for Support and Warranty Options:
https://apps.cisco.com/Commerce/home
6.2.1.4 Specs-based Server

Packaged CCE deployments shall support Specs-based Server. For
details, refer to:
https://www.cisco.com/c/dam/en/us/td/docs/voice_ip_comm/uc_system/v
irtualization/collaboration-virtualization-hardware.html
6.2.2 Optional Packaged CCE Licenses

The Packaged bundle SKU offers licenses for certain components that are required to
build the solution, however these licenses may be procured from other means too.
Hence, it is optional to procure these licenses via the Packaged bundle.
6.2.2.1 Unified Communication Manager Enhanced User License

Cisco Unified Communication Manager offers licensing schemes based on the chosen
Packaged CCE solution version. As a convenience, the Enhanced User License, which is
suitable for Contact Center agent devices, is offered as part of the Packaged bundle. The
part numbers of Unified Communication Manager that are mapped to Packaged bundle
are listed in the table below and can be used to order Unified Communication Manager
media kit and Enhanced User License (Tier A) for agent devices.
Product Number Description List
Price
($US)
Top Level SKU for Packaged

CUCM-USR-LIC-BUND $0
CCE Bundle
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Price
($US)
UC Manager Enhanced Plus

LIC-CUCM-11X-ENH-A $210
10.x License
UC Manager 11.X Server

CUCM-VERS-11.X $0
software media

LIC-CUCM-10X-ENH-A $210
11.x License

CUCM-VERS-10.X $0
10.X License
Note: if you already have licenses for agent devices or plan to procure them using a
different licensing scheme or plan to procure an older but supported version then you
don’t need to order Unified Communications Manager via the Packaged bundle.
Refer to Cisco Unified Communications Solutions Ordering Guide for more details as well
as information on other licensing schemes.
6.3 Optional Features Licenses
Packaged CCE also offers some options that are available within or outside the
packaged licensing bundle. The licenses for these options need to be purchased
separately and the feature must be deployed as per the design and sizing rules in the
Packaged CCE specification. These features include:
 Additional Outbound Option Dialer Ports (for customers requiring more than the
100 ports that are included)
o Use the ‘Unified CCE Outbound Option Dialer Port License’.
 Context Service Entitlement

o See section 5.2.3 in Chapter Unified Contact Center Enterprise for
Context Service entitlement rules.
 CVP Reporting Server
o Premium version included in the Packaged CCE bundle. The part

numbers of the CVP Reporting Server that is mapped to the Packaged
bundle is listed in the table below

Price
($US)
CVP 11.0 Report System –

CVP-11-RPT-PRE Premium $0
 Remote Expert Mobile Promotion Bundle
o This is a Packaged CCE Exclusive Enterprise bundle - 5 Remote

Expert Agent Mobile licenses per Packaged CCE Server. Max
orderable quantity is 1.
 Calabrio AQM and WFM Bundles
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o Calabrio Search and Play per named agent
o Calabrio Advanced Quality Management per named agent
o Calabrio Advanced Workforce Management per named agent
 Additional Call Studio Licenses
 Options sold under SolutionsPlus program
Refer to respective chapters in this guide for licensing structure and ordering information
for these components. For more information on supported options and configuration refer
to the Packaged CCE specification published here:
http://cisco.com/en/US/products/ps12586/tsd_products_support_series_home.html
6.4 Add-On Licenses
6.4.1 Additional Agents

To order additional Packaged Agent licenses for existing Packaged CCE deployments,
you need to use the following top-level SKU:
CCE-PAC-ADDON Packaged CCE Add-Ons

This top level SKU contains the same Packaged Agent SKU options ‘CCE-PAC-AGENT’,
‘CCE-PAC-CCX-PRM’ and ‘CCE-PAC-CCX-ENH’ but does not contain other packaged
licenses such as server licensing, etc. as they are not required for add-on licenses.
Note: You can use only the Packaged Agent SKUs to add more CCE agents to
Packaged CCE deployments. A-la-carte CCE agent SKUs mentioned in other chapters of
this guide cannot be used with Packaged CCE deployments.
6.4.2 Additional Queue or Self Service Ports
Important: Packaged CCE Agent SKU includes a CVP port for queuing or self-service.
Order additional CVP ports only if you need more queue or self-service ports than
number of concurrent agents. Make sure the total number of CVP ports ordered, either
as part of Packaged Agent SKU or a-la-carte CVP port SKU, do not exceed the system
capacity. Refer to Packaged CCE Design Guide for system capacity limits.
To order additional queue or self-service CVP port licenses for existing Packaged CCE
deployments, use the following a-la-carte CVP port SKUs. Please refer to CVP chapter
for more details.

Product Numbers Description List Price Software Subscription (i)
($US)
Product Number List Price ($US)
CVP-11.X Use this SKU for CVP 11.X N/A
CVP-11X-PTS One (1) CVP 11.X Active and $1,100

Redundant Port Licenses
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Product Numbers Description List Price Software Subscription (i)
($US)
Product Number List Price ($US)
CVP-10.X Use this SKU for CVP 10.X N/A
CVP-10X-PTS One (1) CVP 10.X Active and $1,100

Redundant Port Licenses
Packaged CCE shares the same media kit as Unified CCE. Refer to Non-Production
Systems section of Unified CCE chapter for details on how to obtain a non-production
system.
6.6 Upgrade
Customers who have Software Support service (SWSS) / Unified Communications

Software Subscription (UCSS) for Packaged CCE are eligible to upgrade from Packaged
CCE 9.x or 10.x or 11.x to Packaged CCE 11.6 components. All of the components listed
below must be on the same major version, see Packaged CCE Design Guide for
compatibility details.
Packaged CCE upgrade includes the following:
1) Media for Unified CCE Server components: CCE Rogger Server, CCE
Peripheral Gateway, CCE AW-HDS-DDS and Optional HDS Servers
2) Media and upgrade PAK for Unified CVP Call/VXML Server components
3) Media for Enterprise Chat and Email
4) Media for Unified Intelligence Center components
5) Media for Finesse Server components
6) Media for SocialMiner
7) Media and upgrade PAK for Unified Call Studio workstation
6.6.1 Ordering Packaged CCE upgrade
1) Login to Product Upgrade Tool (PUT) using valid UCSS/SWSS contract.

Choose the ‘advanced’ option and proceed.
2) Look for following three upgrade SKUs
 CCEH-V116-K9-UPG=
 Order 1 quantity of this SKU for entire deployment. It will

provide upgrade media for CCE, Intelligence Center and
Finesse components.
 CVP-11-PRD-UP=
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 Order 1 quantity of this SKU for each CVP Call/VXML Server

in the deployment. It will provide upgrade media for the CVP
Call/VXML servers and a PAK for each of them. NOTE: CVP-
11-PRD-UP= provides the customer with 3000 CVP Ports
licenses however only Release11.5 and above supports 3000
sessions per server; customers upgrading to 11.0 should
restrict to a maximum of 1350 sessions.
 CVP-STU-11-PRD-UP=
 Order 1 quantity of this SKU for each Call Studio workstation

in the deployment. It will provide upgrade media for the Call
Studio workstations and a PAK for each of them.
3) When an order is placed on PUT, you will receive PAKs and you can generate
licenses on www.cisco.com/go/license.
6.7 Migration Options

Please use the following guidelines for migrations to and from Packaged CCE.
6.7.1 From Unified CCX to Packaged CCE

Cisco offers a discount promotion for customers who outgrew their Unified Contact
Center Express system and are migrating to Packaged Contact Center Enterprise.
The promotion will provide discounts on Packaged CCE Agent license on top of standard
partner discount as detailed below –
1) Unified CCX Standard customers will receive around 20% discount on
Packaged CCE Agent license
2) Unified CCX Premium customers will receive around 30% discount on
Packaged CCE Agent license
Notes:
 These discounts are taken off the list price before any standard (partner/customer)
discounts are applied.
 These discounts plus any standard partner/customer discount may get flagged by
sales finance and may require escalations for approvals. CCBU is in support of the
promo discount of 20% or 30% plus the standard discounts not to exceed a total
discount of 72%. This support applies only to this particular promotion and not to any
other product codes.
 This promotion should only be used for migrating existing CCX Enhanced or
Premium licenses. Additional PCCE agent licenses should be ordered using the
CCE-PAC-ADDON SKU as described in Section 6.4.1.
To receive the additional agent license discount for migrating from Unified CCX to
Packaged CCE, you need to use the appropriate Options SKU(s) mentioned in the below
table instead of using the CCE-PAC-AGENT SKU. These SKUs can be found as Option
items in CCE-PAC-BUNDLE and CCE-PAC-ADDON.
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Packaged CCE agent license migration promotion for

CCE-PAC-CCX-ENH $1,900
Unified CCX Enhanced customers
Packaged CCE agent license migration promotion for

CCE-PAC-CCX-PRM $1,650
Unified CCX Premium customers
Note: New Packaged CCE customers migrating from Unified CCX must use the
above SKU(s) from within CCE-PAC-BUNDLE. Existing Packaged CCE customers
who have already paid for the Packaged CCE server license can use the above
Options SKU(s) from within CCE-PAC-ADDON to avoid additional server charges.
6.7.2 From Unified CCE to Packaged CCE
A customer needing to migrate from Unified CCE to Packaged CCE should use the
migration SKU CCE-PAC-MIGRN= as per the table below.
Product Description List Price ($US)
CCE-PAC-MIGRN= CCE to PCCE Migration for 11.5 or later $0
This SKU entitles the user to deploy:

1. Unified CCE Outbound Option components
 One hundred (100) Outbound Dialer Ports
2. Unified Call Studio
 Two (2) workstation licenses for Unified Call Studio
The following conditions must be met to migrate from UCCE to PCCE:

1. The customer must have at least as many redundant CVP ports licenses as the
number of agents. For instance, if the customer has 100 Premium CCE agents,
they must have at least 100 CVP ports and 100 CVP redundant ports.
2. The new deployment meets all requirements as listed in the Packaged CCE
Specification document.
3. The customer is required to have CCE Premium Agents to migrate.
4. The deployment cannot exceed the capacity of the Packaged CCE Specification
even if the customer has excess license.
6.7.3 From Packaged CCE to Unified CCE

If a customer has outgrown the Packaged CCE scale limit and needs to migrate from
Packaged CCE to Unified CCE, it can be done using their existing Packaged CCE
licenses, however, they must adhere to Unified CCE Design Guide (SRND) guidelines as
they migrate their deployment. The Packaged Server license CCE-PAC-M1 will entitle
the customer to one (1) CCE Server license, two (2) redundant CVP Server licenses, one
(1) redundant CUIC Premium license, one (1) redundant Finesse Server license, one (1)
Enterprise Chat and Email license, one (1) SocialMiner license and two (2) Call Studio
licenses. The Packaged Agent license CCE-PAC-AGENT will entitle the customer to an
equivalent number of CCE Premium agents, CVVB ports and redundant CVP self-service
ports. Additional a-la-carte Unified CCE or CVP licenses can be procured after migration.
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7. Cisco Unified ICM Enterprise (Unified ICME)

This section describes the licensing structure and ordering of Unified ICM Enterprise.
This first subsection describes the licensing structure and orderable components. The
second subsection describes details on how to order these components.

7.1 Overview of Unified ICME Licensing
Unified ICM Enterprise licensing consists of three primary licensing components:
● A license for each Peripheral Gateway that connects an ACD to the ICM system
● Various types of Agent licenses, depending on the required functionality
● Various types of Desktop application licenses (optional)
These three licenses include all functions required for a regular Unified ICM Enterprise
system, such as reporting, pre-routing, database integrations, etc. and all software
components required to perform these functions such as, router, logger, PGs,
administrative workstation, CTI OS Server, CTI Desktop software, etc. Details are
described below in section 9.1.1.
There are some additional licenses that may be required depending on additional
functions. These licenses are:
● Licenses to connect a third party (non-Cisco) VRU to the ICM

● ICM Blind and Consultative Network Transfer license
● Non-production licenses
These licenses are described in section 9.1.2 below.
There are also other licenses and components that may be used in combination with ICM
Enterprise that are described elsewhere in this guide:
● Unified Customer Voice Portal (CVP)

● Unified Contact Center Enterprise (CCE)
7.1.1 Primary Unified ICME Licenses
Each Unified ICM Enterprise system requires at least one ACD Peripheral Gateway (PG)
license and one or more Agent licenses.
Note: For licensing requirements in atypical cases where no TDM ACD is connected to
the ICM, see below in section 9.5.
A Unified ICM system licensed by at least an ACD PG and an ICM Agent license
includes the following functionality:
● Monitor ACD (call and agent) activity
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● Call routing, including pre-routing from a carrier network and post-routing from an ACD
● Reporting tools
● Configuration tools
● Interfaces to external applications and databases
● Redundant deployment of all licensed components
● Integrations through the ICM CTI interfaces with third-party devices that are not
intended for agent desktop usage. Examples are wallboards, recorders.
● Connections to Cisco IVR systems (IP IVR and CVP) and all related functions a Unified
ICM system can perform, such as monitoring, reporting and routing.
Some Agent and Desktop licenses provide additional functionality. This is described in
the remaining subsections of 9.1.1.
Expressed in terms of the software components licensed, the following components are
included in a Unified ICM system licensed by ACD PG and Agent licenses:
● Router
● Logger
● ACD Peripheral Gateway (PG)
● IVR PG (only for connection to Cisco IVR systems CVP and IP IVR)
● Administrative Workstation
● Historical Database server
● Internet Script Editor (ISE) server and ISE user connections
● SQL Gateway and Application Gateway
● NICs (AT&T6, CRSP7, CWC, INCRP, MCI, NTL, Nortel, SS7IN, TIM, Unisource)8 9
● Network (Sigtran) Gateways (ITU [SS7IN], ANSI [AT&T] and INAP [Unisource, TIM
etc.])
● CTI Server (only for non-agent desktop application)
Other Unified ICM components, such as CTI OS Server, are licensed by certain specific
Agent and Desktop licenses. This is described in sections 5.1.1 and beyond.
With the exception of ACD PGs (and the related CTI Servers), the licensing does not
provide a hard quantity limit to the number of components deployed. The number of
components deployed should be reasonable for the quantity of ACD PGs and Agents
licensed. Examples:
● A customer with 20 ACD PG licenses and 4000 Agent licenses, could deploy a single
ICM system with 20 PGs and 4000 agents, but would also be licensed to deploy 2 ICM
systems instead, for example one ICM system with 8 PGs and 400 agents and
another ICM system with 12 PGs and 3600 agents.
6
AT&T NIC along with AT&T Network gateway can be used to connect only with Signaling
gateway. Information on connections to third party signaling gateways are available on request.
7
When using the CRSP NIC to connect to a carrier network, the carrier is required to purchase an
IPCC Hosted NIC (IPCH-NIC) license to acquire the right to use the CRSP specification. See
section 9.1.1.
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A customer with a licensed ICM system may connect the Unified ICM system to
any number of supported carrier networks for pre-routing without additional
licenses.
7.1.1.1 IPCC Gateway (CC Gateway) PG Licenses

This CC Gateway licenses a “Child” Contact Center Enterprise system to connect to a
“parent” ICM for enterprise-wide routing and reporting.
ICME-PG-IPCCEE CC GATEWAY FOR CC ENTERPRISE $20,000
Notes:
● A single IPCC Gateway license allows for redundant implementation (A and B side).
● ICM Agent and Desktop licenses are not required with the IPCC
Gateway License
● An IPCC Gateway license is required for each Child IPCC System connected to the
ICM.
7.1.1.2 ACD PG Licenses

There are different ACD PG (peripheral gateway) licenses for the different types of ACD
the Unified ICM system can connect to. The following table lists them:
ICME-PG-02 ICM ENTERPRISE ASPECT CALL CENTER PG $50,000
ICME-PG-03 ICM ENTERPRISE ASPECT CONTACT SERVER PG $50,000
ICME-PG-04 ICM ENTERPRISE AVAYA CMS PG $50,000
ICME-PG-05 ICM ENTERPRISE AVAYA CMS-LESS PG $50,000
ICME-PG-11 ICM ENTERPRISE NORTEL SYMPOSIUM PG (INCLUDING AAS) $70,000
Notes:
● A single ACD PG license allows for redundant implementation of a PG (A and B side).
● An ACD PG license is required for each connected ACD, even if multiple ACDs (with
different IP addresses) are connecting to the same physical PG server machine.
● It is not possible to change or exchange one type of ACD PG license into another type
of ACD PG license. For example, when a customer is migrating from Aspect Call
Center to Aspect Contact Server, he can no longer use his Aspect Call Center PG
licenses and will need to acquire new Aspect Contact Server licenses.
● For details on the supported ACDs, see the Compatibility Matrices or ACD
Supplement.
● The price for a Nortel Symposium ACD PG is different from the other PGs. This is
because it comes bundled with the Automated Administrator for Symposium tool
(AAS). The AAS tool is obsoleted by the vendor beginning in ICM v11.0. Older Nortel
Symposium PGs (ordered before January 2006) do not include this tool.
7.1.1.3 Agent Licenses for Voice Applications

All agent licenses are based on concurrently logged-in agents. Agents need a license
when they are logged-in, independent whether they are on a call or not. Other users,
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such as Administrative Workstation or Internet Script Editor users, are not licensed
separately.
The Regular Agent license (ICME-REGAGT-Tx) is for “traditional” ICM functionality,

where the ICM monitors individual agents, but routes only to the skill group level, and
leaves the individual agent selection to the third-party ACD. The license provides all
Unified ICME capabilities for that, but not the optional Agent Desktop CTI integration,
which is licensed separately, see section 9.1.1.2. A Regular Agent license is required for
each peripheral connection to any of the ACD PGs listed in section 9.1.1.2. Most
commonly these are ACD agents logged into the ACD, but it could also be other types of
connections, for example IVR ports that are managed through an ACD PG. Examples:
1. For agents, a Regular Agent license is required for each agent that is logged on to
the ACD and monitored by the ICME through a PG.
2. For other peripheral connections, a Regular Agent license is required for each
peripheral connection to the ACD that is monitored by the ICME through a PG.
Notes:
● CTI integrations that only read events and do not log agents in through the CTI
interfaces are allowed under these licenses. Examples are recorders, wallboards.
● Regular Agent licenses can be used with any supported ACD PG. For example, a
customer moving from a Nortel to an Avaya ACD can retain their Regular Agent
licenses and only purchase new (Avaya) PG licenses.
Regular Agent licenses are available in 4 tiers, depending on the quantity ordered. The
tiers are:
Tier Order size Price level
Tier 1 Orders of less than 200 Base price
Tier 2 Orders of 200 or more and less than 500 80% of base price
Tier 3 Orders of 500 or more and less than 1,000 65% of base price
Tier 4 Orders of 1,000 or more 50% of base price
The table below lists the ICM Enterprise Agent licenses for voice applications and their
list prices.
Product Numbers Description List Price ($US) Options
Regular Agent
ICME-REGAGT-T1 REGULARICM ENTERPRISE AGENT – TIER 1 $1,000  Select Desktop license
ICME-REGAGT-T2 REGULAR ICM ENTERPRISE AGENT – TIER2 $800
7.1.1.4 Desktop licenses

The Desktop licenses allow the agent to use a desktop application that allows him to log
in/out, control state changes, call control and screen pops with data. The following
license options are available in this category:
 CTI Toolkit allows the use of the CTI Server socket interface or the CTI Toolkit SDK
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to either run an out of the box desktop that is provided or customize a desktop or
build a custom desktop or build a server to server integration with another desktop
application. A license is required for each agent that is logged in through the CTI
Server or CTI Toolkit interfaces.
 CRM Connector desktop licenses allow the use of Cisco Unified CRM Connector for
Siebel. A license is required for each agent that is logged in through the CRM
application. Note that the SAP CRM Connector (which is available for Contact
Center Enterprise and Hosted) is not available for ICM.
Product Numbers Description List Price ($US) Options
Desktop licenses
ICME-CTITOOLKIT CTI Toolkit License for ICME Regular Agent $900
ICME-SIEBELCRM ICME Cisco Siebel Connector License for Regular Agent $1,300
Notes:
● A CTI Toolkit Desktop license is required for all CTI desktop integrations that log an
agent in even if there is no Cisco software used on the desktop, for example in server-
to-server integrations.
● A Desktop license is optional for Regular Agent licenses
● For up to date information on which CTI option is available on a particular third party
ACD, see the Compatibility Matrix, published here:
7.1.2 Additional Unified ICME Licenses and Components
7.1.2.1 Third Party IVR Port Licenses

Third party IVR licenses are required to connect third party (non-Cisco) IVR systems to a
Unified ICM system. It licenses the following functionality (between brackets is the name
of the application interface used on the VRU PG):
● Monitoring of IVR and IVR call status (Data Feed and other interfaces)
● Unified ICME pre-routing calls to IVR with call context data (Call Routing interface)
● Unified ICME accepting post-routing requests from IVR (Call Routing interface)
● Unified ICME controlling IVR applications for calls at the IVR (Service Control
Interface)
The software component licensed by this license is the VRU Peripheral Gateway and all
of the public interfaces that it offers. Note that there is no separate license for the VRU
PG. For example, 400 third Party IVR Port licenses can be used to connect a single 400-
port IVR (using a single, optionally redundant PG) or to connect four separate 100-port
IVR systems (using 4, optionally redundant, PGs).
A third party IVR Port license is required for every third party IVR port monitored or
controlled by the ICM.
Third-party IVR Port licenses are available in 4 tiers, depending on the quantity ordered.
The tiers are:
Tier Order size Price level
Tier 1 Orders of less than 200 Base price
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Tier 2 Orders of 200 or more and less than 500 85% of base price
Tier 3 Orders of 500 or more and less than 1,000 75% of base price
Tier 4 Orders of 1,000 or more 65% of base price
The table below lists the ICM Enterprise Third Party IVR licenses and their list prices.
ICM Third Party IVR licenses
7.1.2.2 Unified ICM Blind Network Transfer License

Unified ICM Enterprise has the capability to control and execute a blind transfer of a call
that has been pre-routed to an agent from a connected network. This capability requires
a network connection (NIC or IVR) that supports this function. Of the ICM Enterprise
NICs listed in section 9.1.1 only the CRSP NIC and SS7IN NIC support this feature, since
the other specific carrier networks do not support this feature. The feature is also
supported for networks that are connected through the VRU PG.
This license is a single license per Unified ICM Enterprise system, independent of the
number of ACD PGs, Agents or Third Party IVR Ports licensed.
Notes:
● This license is not required when CVP is used to transfer the call. An ICM Enterprise
Blind Network Transfer license is included with CVP.
● This license is not required in the following cases: 1) when the Unified ICME system is
used to move a call from a VRU that is connected through the Service Control
Interface (this is one of the interfaces available on the VRU PG) to another destination,
such as an agent. This is not considered a ‘transfer’. 2) A transfer request is executed
by the ACD or IVR, and the Unified ICME system is only used to provide the
destination for the transfer (normal post-route request) but the execution (i.e. moving
the call) is left to the device requesting the transfer (i.e. the ACD or IVR). This is not
considered a ‘network’ transfer.
● Unified ICME also supports Consultative Network Transfers using either a CRSP or
SS7IN NIC. This capability requires additional licensing. Please contact ICM product
management if this feature is required.
The table below lists the ICM Enterprise Network Transfer license and its list price.
ICM Enterprise Network Transfer
ICME-BNT ICM ENTERPRISE BLIND NETWORK TRANSFER $150,000
7.1.3 Special Unified ICME Deployment Cases
There are several non-standard ICM deployment models that don’t fit the standard
licensing models described above. The required licensing for these cases is described in
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this section.
7.1.3.1 Unified ICME Systems used as Hybrid CCE-ICME system

In this case, the Unified ICME system has third party ACDs connected as well as Cisco
Unified Communications Manager(s) and is therefore a combination of Unified ICM
Enterprise and Unified Contact Center Enterprise. A system like this requires both Unified
ICME and Unified CCE licenses. Unified ICM Enterprise licenses are required for each
connected TDM ACD and all agents on these ACDs. In case the ICM Enterprise Agents
are using Network Transfer capabilities a license for this function is required (note that
such a license is not required for Unified Contact Center Enterprise Agents using this
function, as this is included in the Unified CCE Agent licenses). For the Contact Center
Enterprise function a single Unified CC Enterprise Server license is required as well as
CC Enterprise Agent licenses for all Unified CCE agents connected to the Unified
Communications Manager(s).
7.1.3.2 Unified ICME Systems that are connected to a carrier owned and
operated Unified ICM Hosted System
When a company owns, and operates a Unified ICM Enterprise system that is connected
to a carrier’s Unified ICM Hosted system (for pre-routing, Network IVR services, etc.), the
Unified ICM systems should be licensed as a Unified ICM Enterprise system and not as
(part of) a Unified ICM Hosted system. Note that no separate license is required to
connect a Unified ICM Enterprise system to a Unified ICM Hosted system.
Only customers owning NAM licenses or Unified CCH licenses should purchase ICM
Hosted PG and Agent licenses.
ICM-H Licensing is being replaced by HCS-CC Licensing.
7.1.3.3 Unified ICME Systems without any ACD connected

Unified ICM Enterprise systems that are used for atypical functions where no ACD is
connected are licensed as follows:
● Unified ICME systems used to connect to IP IVR and third party IVR systems only. In
this case only Third Party IVR Port licenses are required. These are described in
section 5.1.2.1. Note that for IP IVR this is an exception to the rule that no Third Party
IVR Port licenses are required for IP IVR.
● ICM systems used for simple routing functions using a NIC.
These functions are typically performed as part of a Unified ICM Hosted system in a
carrier environment. For licensing this type of functionality, please contact Cisco at ccbu-
pricing@cisco.com.
7.2 Ordering New Unified ICME Systems and Add-On Licenses
Almost all orders for new Unified ICM Enterprise systems and add-on orders can and
should be made through a single top level part number: ICME-BUNDLE.
When selected in the ordering tool, this part number will list the following components
that can be ordered:
● Media kits (CD sets)
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● ACD PG licenses
● Agent licenses
● Third party IVR licenses
For each of these four items you can only select a quantity of zero (0) or one (1). When
selecting ‘1’, you can then configure the item and select the PGs, agents, etc., in the
required type and quantity, as follows:
● Media kit: Select the desired release. You can order only one ICM media kit at a time.
The media kit will dynamically be composed, based on what licenses are ordered.
● IPCC Gateway licenses (Unified CC Gateway licenses). Select the number and type
of Unified CC Gateway licenses required
● ACD PG licenses. Select the number and types of ACD PG licenses required.
● ICM Regular Agent licenses. Available in 4 tiers. Note that only the applicable
minimum number of agents can be ordered for each tier. There is a second level
option class for Desktop licenses. It is possible to select ‘no desktop’. You can mix
different types of desktops (or no desktop) as long as the total aligns with the number
of Regular ICM Agents selected. For example, when ordering 100 Regular Agent
licenses, you can select 50 of those to have the CTI Toolkit Desktop license and 50 to
be Siebel agents. The ordering system will force you to select a total amount that is
equal to the number of Agent licenses ordered.
● Third Party IVR licenses. Available in 4 tiers. Note that only the applicable minimum
number of ports can be ordered for each tier.
For convenience, the ICME-BUNDLE top-level part also lists some other components
that are optional and can be part of a Unified ICM Enterprise solution:
● ICM Blind Network Transfer license

Order one license per Unified ICM Enterprise system. See section 9.1.2.2 for details.
Note that Non-production licenses (see section 6.5) cannot be ordered as part of an
ICME-BUNDLE. These licenses need to be added separately to an order using the
product numbers provided in the sections above.
7.3 Upgrades and Migrations
Under ICME-AGENTS, a ‘Desktop Migration’ option class is offered to order additional

desktop licenses without ordering Agent licenses. There are two types of licenses in that
option class:
 To order desktop licenses for previously ordered regular agent licenses without
desktop.
 To order licenses for migrations between various CRM Connector Desktops, for
example in case a customer migrates from one CRM vendor to another or from
CTI Toolkit to a CRM Connector.
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ICME-SIEBELCRM-M Migrate Existing CTI Toolkit or CRM Connector to Cisco Siebel $650
Connector
ICME-CTITOOLKIT-M Migrate Existing CRM Connector to CTI Toolkit $400
7.4 Migration from Previous Licensing Methods
This section describes how customers that have purchased Unified ICM Enterprise
licenses under an older licensing scheme should be treated when expanding their
system or renewing maintenance using the new maintenance product numbers.
The basic rules for ‘translating’ older Unified ICM Enterprise licenses into new ones are
very straightforward. The table below provides the main relationships:
Older item New Item
ICM Enterprise Standard Agent license (ICME-STDAGT-Tx-L) Regular ICM Enterprise Agent license (ICME-REGAGT-
Tx)
ICM Enterprise Premium Agent license (ICME-PREMAGT-Tx-L) Regular ICM Enterprise Agent license (ICME-REGAGT-
Tx) and
ICM Enterprise Desktop license (either ICME-
CTITOOLKIT or ICME-SIEBEL)
ACD PG (ICM-PIMxx) Matching ACD PG license (ICME-PG-xx)
ICM Voice Agent (ICM-AGTVOC-Tx-L) Regular ICM Enterprise Agent license (ICME-REGAGT-
Tx)
ICM CTI Agent licenses (CTI Agent, Toolkit Desktop, Siebel ICM Enterprise Desktop license (either ICME-
Agent, Supervisor Toolkit, Cisco Agent Desktop, Cisco CTITOOLKIT or ICME-SIEBEL)
Supervisor Desktop and ICM Blended Agent licenses)
IVR Port (ICM-PRT-Tx-L) Third Party IVR Port licenses (ICME-IVRPRT-Tx-L)
SS7 Cards No change
ICM Blind Network Transfer No change
Non-product bundles No change
All other items, such as: These items do not translate into any current license. All
ICME-BUNDLE, ICM Gateway licenses, Partitioning, Remote functionality is included in the Agent licenses above.
Server redundancy, ICM NICs, IVR PG (ICM-PIMIVR-L),
Administrative Workstation, HDS Option, Internet Script Editor
Connection, third-party CTI Connection.
Using the rules above a customer should ‘translate’ their current licenses into new ones
and use that as a basis for ordering expansion licenses. This leads to the following
specific cases for expansion orders:
Expansion case: customer wants to… Customer should order…
Add more agents to an existing ICM Enterprise location New Regular Agent licenses and optionally Desktop
licenses
Exchange ACD from one type to another, for example moving New ACD PG license
from Aspect Call Center to Aspect Contact Server
Connect a new ACD to an existing Unified ICM Enterprise New ACD PG and new Regular Agent licenses and
optionally Desktop licenses
Add a Gateway, NIC, Partitioning, Administrative Nothing. When customer has ICM Agent licenses in place,
Workstation/HDS /ISE or other option to an existing Unified ICM these components can now be deployed without additional
Enterprise licensing
Add CTI to existing ICM Voice Agents Desktop license
Connect a new third-party IVR to ICM or add more IVR ports to New IVR Port licenses
an IVR that is currently connected to ICM
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The Unified ICM non-production bundle includes PG licenses, Agent and Desktop
licenses, 2 CUIC reporting servers, 5 CUIC reporting users, Network Transfer licenses
and Third party IVR Port licenses.
All components can be used in reasonable quantities, but exclusively in non-production

systems. Non-production use includes lab, demo and training purposes.
Notes:
● These licenses are only sold to end-customers who have ordered Unified ICM
Enterprise production licenses, or to certified ATP Partners.
● ICM NPS licenses do not have SWSS. End-customers and ATP Partners are allowed
to use their production upgrade software to upgrade their NPS installation.
● These licenses are priced differently for end-customers and ATP-certified partners.
End-customers should only order the licenses with Product Numbers ending in ‘-EC’.
ATP Partners should only order the Product Numbers ending in ‘-CP’ or ‘-DART=’.
● The Certified Partner (‘-CP’) non-production bundles are only available for order by
ATP Partners in theaters where the DART tool is not available. These bundles are
only available from the Wholesale price list, which implies that they must be ordered
through a Cisco distributor.
● The ‘-DART=’ bundle is only available for ATP partners through the DART tool, for
theaters where DART is used.
The table below lists the Non-Production bundles and their list price.
Non-production bundles
ICME-NPSENT-EC ICM ENT Non-Production Suite End Customer $25,000
ICME-NPSENT-CP ICM ENT Non-Production Suite Certified Partner $0
ICME-NPSENT-DART= ICM ENT Non-Production Suite DART $200
7.6 Product Number Summary Table for Unified ICME Product

Numbers
This section contains a summary table with all Unified ICM Enterprise product number
and applicable maintenance items.

($US)
ICME-PG-02 ICM ENTERPRISE ASPECT CALL CENTER PG $50,000
ICME-PG-03 ICM ENT ASPECT CONTACT SERVER PG $50,000
ICME-PG-04 ICM ENTERPRISE AVAYA CMS PG $50,000
ICME-PG-05 ICM ENTERPRISE AVAYA CMS-LESS PG $50,000
ICME-PG-11 ICM ENT NORTEL SYMPOSIUM PG (INCL. AAS) $70,000
ICME-REGAGT-T1 REGULAR ICM ENTERPRISE AGENT – TIER 1 $1,000
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($US)
ICME-SIEBELCRM-M Migrate Existing CTI Toolkit or CRM Connector to Cisco Siebel Connector $600
ICME-CTITOOLKIT-M Migrate Existing CRM Connector to CTI Toolkit $400
ICME-IVRPRT-T1-L ICM ENT THIRD PARTY IVR PORT - TIER 1 $300
ICME-BNT ICM ENTERPRISE BLIND NETWORK TRANSFER $150,000
ICME-NPSENT-EC ICM ENT Non-Production Suite End Customer $25,000
ICME-NPSENT-DART= ICM ENT Non-Production Suite DART $200
ICME-NPSENT-CP ICM ENT Non-Production Suite Channel Partner $0
Notes:
● Details on Software Support Service can be found here: http://www.cisco.com/go/swss.
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8. Cisco Unified IP IVR
8.1 Overview of Unified IP IVR Licenses
Unified IP IVR licensing is based on per port licenses and Server Software Licenses.
The Communications Sizing Tool (CUCST) at http://tools.cisco.com/cucst/. is required
for any Cisco Unified Computing System based configuration.
8.1.1 Types of Unified IP IVR Licensing
There are two types of user licenses for Unified IP:
1. Port licenses
2. Server Software licenses
Licenses are obtained by purchasing the appropriate product ID for number of ports
desired.
Unified IP IVR Licenses
There is only one type of port license. Port licenses are required for all inbound voice
callers in a Unified IP IVR deployment. Ports licenses are also required for when IP IVR
is deployed as a Queuing platform with Contact Center Enterprise. Customers should
order enough ports to accommodate the maximum number of simultaneous calls at any
given time.
Unified IP IVR HA Server Software Licensing
Deployment of High Availability for IP IVR requires a single server software license and
the HA server software license.
Note: High Availability is not supported when IP IVR is deployed in a CCE environment.
See CCE SRND for alternative failover mechanisms.
8.2 Upgrading To a Later Cisco Unified IP IVR Release
8.2.1 Upgrading Cisco Unified IP IVR to a Later Release Using Purchased

Product IDs
Customers may purchase a la carte upgrades from any major or minor release to any
later major or minor release.
8.2.2 Upgrading Cisco Unified IP IVR to a Later Release Using ESW/UCCS or

SWSS
Customers with a valid Unified Communications Software Subscription (UCSS) or

Software Support Service (SWSS) contract are entitled to upgrade from their current
release to a later release using the Cisco Product Upgrade Tool (PUT) at
http://tools.cisco.com/gct/Upgrade/jsp/index.jsp.
ESW or SWSS service contracts provide entitlement to TAC support and upgrades to
minor, maintenance and service releases.
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UCSS and SWSS contracts provide entitlement to upgrade to any major release.
8.1 Ordering Unified IP IVR 11.6 production Licenses

Please refer to the section on Ordering Unified IPIVR 11.0 for information on how to
order IP IVR 11.6 as the part numbers are identical.

Please refer to the section on Ordering Unified IPIVR 11.0 for information on how to
order IP IVR 11.5 as the part numbers are identical.

Ordering New and Add Using Cisco Online Configuration & Ordering Tools
Unified IP IVR 11.0 supports ordering New and Add On product components using a
single top-level product ID IVR-11-SYSTEM-K9 to configure and order all software and
licenses required for a deployment as follows:
● Configuring New Orders

Unified IP IVR 11.0 (IVR-11-LIC-K9)
● Configuring Add-On Orders
Unified IP IVR 11.0 (IVR-11-ADD-K9)
Note: All IP IVR server software ships with 5 free IP IVR ports. You will need to buy at
least 1 additional port to complete your configuration.
8.3.1 Ordering Unified IP IVR Not for Resale (NFR) Licenses
Unified IP IVR 11.0 NFR kits are available for use in Cisco and Cisco partner labs.
Please note that Unified IP IVR 11.0 NFR kits may never be deployed on customer
premises for any reason without prior Unified IP IVR Product Manager approval. Unified
IP IVR NFR kits provide server software (with High Availability) and five ports of Unified
IP IVR.
Please order IVR-11-NFR=.
8.3.2 Ordering Customer Non-Production Systems
Unified IP IVR 11.0 does not have product IDs for purchase of customer non-production
systems. All such systems must be ordered using ‘New’ product IDs and pricing.
8.3.3 Upgrading to Unified IP IVR 11.0 Licenses from a Previous IP IVR Release
8.3.3.1 Upgrading Unified IP IVR Licenses Using Purchased Product IDs

Any previous 3.X, 4.X, 5.x, 6.x, 7.x, 8.x, 9.0 or 10.x customer may choose to purchase a
la carte upgrade licenses to upgrade their existing release to 11.0.
Please note that only IP IVR 9.0 and later can upgrade directly to 10.0. IP IVR 8.x
customers can use IP IVR 10.x as an interim path to upgrade to IP IVR 11.0. Lastly, there
is no upgrade path from IP IVR versions 7.0 and earlier to 11.0. Upgrades from these
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releases will require fresh installs with no data migration.
8.3.3.2 Upgrading Unified IP IVR Licenses to Unified IP IVR 11.0 Using UCCS
or SWSS
Any customer with a valid Unified Communications Software Subscription(UCSS) or
Software Support Service (SWSS) contract may upgrade to Unified IP IVR 11.0 via the
Cisco Product Upgrade Tool (PUT).
8.3.4 Product ID Summary Table for Unified IP IVR Product IDs
This section contains a summary table for Unified IP IVR 11.0 product numbers and
8.3.4.1 Ordering New and Add-On IP IVR 11.0

The table below contains those product IDs that will enable configuring and order all the
software required for any Unified IP IVR deployment.
IVR-11-SYS-K9 IVR 11.0 NEW IP IVR $0
IVR 11.0 New IP IVR Single Server Qty 1

IVR-11-NEW-SS-LIC License Only $4995
IVR-11-HA-LIC IVR 11.0 New IP IVR HA Qty 1 License $9995
IVR-11-PORT1 IVR 11.0 Port $1195
IVR-11-ADD-K9 IVR 11.0 ADDON $0
8.3.4.2 Configurable Upgrade Product IDs

The table below contains product IDs to configure and order upgrades to Cisco Unified IP
IVR 11.0.
IVR-11-UPG-K9 IVR 11.0 Upgrade IP IVR $0
IVR-11-SS-UPG IVR 11.0 Upgrade IP IVR Server License Only $2495
IVR-11-HA-UPG IVR 11.0 Upgrade IP IVR HA License Only $8995
IVR-11-PORT-UPG IVR 11.0 Upgrade Port $595
8.3.4.3 Upgrading with a Unified Communications Software Subscription

Service (UCSS) or Software Support Service (SWSS) via Cisco’s
Product Upgrade Tool (PUT)
The table below contains the product IDs used to order upgrades to Cisco Unified IP IVR
10.0 using the Cisco Product Upgrade Tool.
Please note that only IP IVR 9.0 and later can upgrade directly to 10.0. IP IVR 8.x
customers can use IP IVR 10.x as an interim path to upgrade to IP IVR 11.0. Lastly, there
is no upgrade path from IP IVR versions 7.0 and earlier to 11.0. Upgrades from these
releases will require fresh installs with no data migration.
These upgrades will require fresh installs with no data migration. Any interim upgrade
that is required must be ordered.
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Product Number Description
IVR-UPG-3X-11K9= IVR 3.X to 11.0 Upgrade
IVR-UPG-50-11K9= IVR 5.0 to 11.0 Upgrade
IVR-UPG-HA4X-11K9= IVR HA 4.0 HA to 11.0 HA
IVR-UPG-HA50-11K9= IVR HA 5.0 HA to 11.0 HA

The table below contains NFR Kit Product IDs.
IVR-11-NFR= IVR 11.0 Not for Resale HA $ 100

Note: The procedure for ordering IPIVR 10.6(1) is identical to ordering IPIVR 10.0(1).
Cisco will ship the latest version of the IP IVR 10.x software – 10.6 in this case.
Ordering New and Add Using Cisco Online Configuration & Ordering Tools
Unified IP IVR 10.0 supports ordering New and Add On product components using a
single top-level product ID IVR-10-SYS-K9 to configure and order all software and
licenses required for a deployment as follows:
● Configuring New Orders

Unified IP IVR 10.0 (IVR-10-LIC-K9)
● Configuring Add-On Orders
Unified IP IVR 9.0 (IVR-10-ADD-K9)
Note: All IP IVR server software ships with 5 free IP IVR ports. You will need to buy at
least 1 additional port to complete your configuration.
8.4.1 Ordering Unified IP IVR Not for Resale (NFR) Licenses
Unified IP IVR 10.0 NFR kits are available for use in Cisco and Cisco partner labs.
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Please note that Unified IP IVR 10.0 NFR kits may never be deployed on customer
premises for any reason without prior Unified IP IVR Product Manager approval. Unified
IP IVR NFR kits provide server software (High Availability) and five ports of Unified IP
IVR.
Please order IVR-10-NFR=.
8.4.2 Ordering Customer Non-Production Systems
Unified IP IVR 10.0 does not have product IDs for purchase of customer non-production
systems. All such systems must be ordered using ‘New’ product IDs and pricing.
8.4.3 Upgrading to Unified IP IVR 10.0 Licenses from a Previous IP IVR Release
8.4.3.1 Upgrading Unified IP IVR Licenses Using Purchased Product IDs

Any previous 3.X, 4.X, 5.x, 6.x, 7.x, 8.x or 9.0 customer may choose to purchase a la
carte upgrade licenses to upgrade their existing release to 10.0.
Please note that only IP IVR 8.0, 8.5 or 8.5 can upgrade directly to 10.0. Other IP IVR
versions must first upgrade via supported paths to 10.0. Lastly, there is no upgrade path
from IP IVR versions 3.x, 4.x and 6.0 to 10.0. Upgrades from these releases will require
fresh installs with no data migration.
8.4.3.2 Upgrading Unified IP IVR Licenses to Unified IP IVR 10.0 Using UCCS
or SWSS
Any customer with a valid Unified Communications Software Subscription(UCSS) or
Software Support Service (SWSS) contract may upgrade to Unified IP IVR 10.0 via the
Cisco Product Upgrade Tool (PUT).
8.4.4 Product ID Summary Table for Unified IP IVR Product IDs
This section contains a summary table for Unified IP IVR 10.0 product numbers and
8.4.4.1 Ordering New and Add-On IP IVR 10.0

The table below contains those product IDs that will enable configuring and order all the
software required for any Unified IP IVR deployment.
IVR-10-SYS-K9 IVR 10.0 NEW IP IVR $0
IVR 10.0 New IP IVR Single Server Qty 1

IVR-10-NEW-SS-LIC License Only $4995
IVR-10-HA-LIC IVR 10.0 New IP IVR HA Qty 1 License $9995
IVR-10-PORT1 IVR 10.0 Port $1195
IVR-10-ADD-K9 IVR 10.0 ADDON $0
8.4.4.2 Configurable Upgrade Product IDs

The table below contains product IDs to configure and order upgrades from Unified IP
IVR 3.x, 4.x, 5.x, 6.x, 7.x, 8.x and 9.0 to Cisco Unified IP IVR 10.0.
Please note that only IP IVR 8.0, IP IVR 8.5 and IP IVR 9.0 can upgrade directly to 10.0.
IP IVR versions 5.0 and 7.0 must first upgrade via supported paths (8.0 and 9.0
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respectively) to 10.0. Lastly, there is no upgrade path from IP IVR versions 3.x, 4.x and
6.0 to 9.0. These upgrades will require fresh installs with no data migration.
IVR-10-UPG-K9 IVR 10.0 Upgrade IP IVR $0
IVR-10-SS-UPG IVR 10.0 Upgrade IP IVR Server License Only $2495
IVR-10-HA-UPG IVR 10.0 Upgrade IP IVR HA License Only $8995
IVR-10-PORT-UPG IVR 10.0 Upgrade Port $595
8.4.4.3 Upgrading with a Unified Communications Software Subscription

Service (UCSS) or Software Support Service (SWSS) via Cisco’s
Product Upgrade Tool (PUT)
The table below contains the product IDs used to order upgrades to Cisco Unified IP IVR
10.0 using the Cisco Product Upgrade Tool.
Please note that only IP IVR 8.0, IP IVR 8.5 and IP IVR 9.0 can upgrade directly to 10.0.
IP IVR versions 5.0 and 7.0 must first upgrade via supported paths (8.0 and 9.0
respectively) to 10.0. Lastly, there is no upgrade path from IP IVR versions 3.x, 4.x and
6.0 to 9.0. These upgrades will require fresh installs with no data migration. Any interim
upgrade that is required must be ordered.
Product Number Description
IVR-UPG-4X-10K9= IVR 4.x to 10.0 Upgrade
IVR-UPG-HA4X-10K9= IVR HA 4.0 HA to 10.0 HA

The table below contains NFR Kit Product IDs.
IVR-10-NFR= IVR 10.0 Not for Resale HA $ 100
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9. Cisco Remote Expert Mobile and Co-browse

This section provides licensing and ordering information for Remote Expert Mobile and
Remote Expert Co-browse. Remote Expert Mobile is a software solution that enables
personal and actionable customer interactions within mobile & web applications. From
simple click-to video/voice call to a full collaborative experience (screen share, co-
browse, remote control, content push, annotation and form-fill) interconnected to a full
collaboration and contact center environment. Remote Expert Co-browse provides the
capability to enable sharing/co-browsing on top of any voice/video interaction
(mobile/pstn etc.). One can upgrade their RE Co-browse deployments to RE Mobile
deployments with the upgrade PIDs. Please note that Cisco Remote Expert and Co-
browse requires Cisco Unified Communication Manager and/or Cisco Contact Center
Enterprise/ Packaged Contact Center Enterprise and Contact Center Express to offer the
full range of features.
Note: The top part numbers are IPCE-REMOB/CCX-REMOB and IPCE-RECOB/CCX-
RECOB.
9.1 Remote Expert Mobile for Unified CCX customers

Unified CCX customers who require Remote Expert Mobile will use the following part
numbers. The top part number is CCX-REMOB under bundle CCX-10-SYS-K9.
CCX-REMOB-SAGT5-L First time customer, Concurrent session licenses, min Qty 5 $1,500
CCX-REMOB-SAADD-L Add on for returning customers, Concurrent session licenses $1.500

CCX-REMOB-KIT-K9 Qty 1 Remote Expert Mobile Media Kit - NO LICENSES $100
CCX-REMOB-SVR Qty 1, auto expanded – NO LICENSES $0
CCX-REMOB-SAGT-LC Qty 1, auto expanded – NO LICENSES $0
For Remote Expert Mobile functionality with Unified CCX, customers should have same
number of Premium Agent license.
Example: First time ordering 10 concurrent session of Remote Expert Mobile with
Unified CCX and then adding 5 more concurrent licenses later
1. Concurrent session licenses [CCX-REMOB-SAGT5-L * number of session
required] (e.g. ordering 10 session it will be $1500*10)
2. Select Qty1 for CCX-REMOB-KIT-K9
3. Auto selected Qty1 for CCX-REMOB-SVR and CCX-REMOB-SAGT-LC
4. Order corresponding SWSS licenses
5. Now returning to add 5 more concurrent session to an existing RE Mobile
deployment [CCX-REMOB-SAADD-L * number of session required] (e.g.
ordering 5 session it will be $1500*5)
SWSS for Remote Expert Mobile is covered in the SWSS ordering guide. See chapter
12.
9.2 Remote Expert Mobile for Unified CCE, Packaged Contact

Center and UCM customers
Unified CCE, Packaged Contact Center and UCM customers who require Remote Expert
Mobile will use the following part numbers. Top part number is IPCE-REMOB. For Unified
CCE it’s under the IPCE-BUNDLE.
IPCE-REMOB-SAGT5-L First time customer, Concurrent session licenses, min Qty 5 $1,500
IPCE-REMOB-SAADD-L Add on for returning customers, Concurrent session licenses $1.500
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IPCE-REMOB-KIT-K9 Qty 1 Remote Expert Mobile Media Kit - NO LICENSES $100

IPCE-REMOB-SVR Qty 1, auto expanded – NO LICENSES $0
IPCE-REMOB-SAGT-LC Qty 1, auto expanded – NO LICENSES $0
For Remote Expert Mobile functionality with Unified CCE and Packaged contact center,
customers should have same number of Premium Agent license. For Remote Expert
Mobile functionality with UCM, customers should have UCM licenses.
Example: First time ordering 10 concurrent session of Remote Expert Mobile with
Unified CCE, Packaged contact center or UCM and then adding 5 more licenses later
1. Concurrent session licenses [IPCE-REMOB-SAGT5-L * number of session
2. Select Qty1 for IPCE-REMOB-KIT-K9
3. Auto selected Qty1 for IPCE-REMOB-SVR and IPCE-REMOB-SAGT-LC
4. Order corresponding SWSS license
5. Now returning to add 5 more concurrent session to an existing RE Mobile
deployment - [IPCE-REMOB-SAADD-L * number of session required] (e.g.
ordering 5 session it will be $1500*5)
SWSS for Remote Expert Mobile is covered via the SWSS ordering guide. See chapter
12.
9.3 Remote Expert Mobile Bundles

Remote Expert Mobile 5 concurrent session licenses promotional bundles are also
available at discounted rate. The below part numbers are applicable with CC and UC
platforms (Unified CCE/PCCE/CCX/CUCM). SWSS for Remote Expert Mobile bundles
are covered via the SWSS ordering guide.
CCX-REMOB-B5 5 licenses promotional bundle for CCX customers $4000
IPCE-REMOB-B5 5 licenses promotional bundle for CCE/PCCE/CUCM customers $4000
9.4 Remote Expert Co-browse for Unified CCX customers

Unified CCX customers who require Remote Expert Co-browse will use the following part
numbers. The top part number is CCX-RECOB.
CCX-RECOB-SAGT5-L First time customer, Concurrent session licenses, min Qty 5 $700
CCX-RECOB-SAADD-L Add on for returning customers, Concurrent session licenses $700
CCX-RECOB-KIT-K9 Qty 1 Remote Expert Mobile Media Kit - NO LICENSES $100
CCX-RECOB-SVR Qty 1, auto expanded – NO LICENSES $0
CCX-RECOB-SAGT-LC Qty 1, auto expanded – NO LICENSES $0
CCX-REMOB-UPG Upgrade RE Co-browse to RE Mobile, min Qty5 to max= no. of $1,000

RE Co-browse lic purchased till date
For Remote Expert Co-browse functionality with Unified CCX, customers should have
same # of Premium Agent license.
Example: First time ordering 10 concurrent session of Remote Expert Co-browse with
Unified CCX and then adding 5 more concurrent licenses later
1. Concurrent session licenses [CCX-RECOB-SAGT5-L * number of session
2. Select Qty1 for CCX-RECOB-KIT-K9
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3. Auto selected Qty1 for CCX-RECOB-SVR and CCX-RECOB-SAGT-LC

5. Now returning to add 5 more concurrent session to an existing RE Co-
browse deployment - [CCX-RECOB-SAADD-L * number of session
SWSS for Remote Expert Co-browse is covered via the SWSS ordering guide.
9.5 Remote Expert Co-browse for Unified CCE, Packaged

Contact Center and UCM customers
Unified CCE, Packaged Contact Center and UCM customers who require Remote Expert
Co-browse will use the following part numbers. Top part number is IPCE-RECOB. For
Unified CCE it’s under the IPCE-BUNDLE.
IPCE-RECOB-SAGT5-L First time customer, Concurrent session licenses, min Qty 5 $700
IPCE-RECOB-SAADD-L Add on for returning customers, Concurrent session licenses $700
IPCE-RECOB-KIT-K9 Qty 1 Remote Expert Mobile Media Kit - NO LICENSES $100
IPCE-RECOB-SVR Qty 1, auto expanded – NO LICENSES $0
IPCE-RECOB-SAGT-LC Qty 1, auto expanded – NO LICENSES $0
IPCE-REMOB-UPG Upgrade RE Co-browse to RE Mobile, min Qty5 to max= no. of $1,000

RE Co-browse lic purchased till date
For Remote Expert Co-browse functionality with Unified CCE and Packaged contact
center, customers should have same # of Premium Agent license. For Remote Expert
Co-browse functionality with UCM, customers should have UCM license.
Example: First time ordering 10 concurrent session of Remote Expert Co-browse with
Unified CCE, Packaged contact center or UCM and then adding 5 more licenses later
1. Concurrent session licenses [IPCE-RECOB-SAGT5-L * number of session
2. Select Qty1 for IPCE-RECOB-KIT-K9
3. Auto selected Qty1 for IPCE-RECOB-SVR and IPCE-RECOB-SAGT-LC
5. Now returning to add 5 more concurrent session to an existing RE Co-
browse deployment - [IPCE-RECOB-SAADD-L * number of session
SWSS for Remote Expert Co-browse is covered via the SWSS ordering guide.
9.6 Remote Expert Mobile and Co-browseNon-Production

Suites
Remote Expert Mobile and Co-browse offers both customer and partner versions of Non-
Production Kits. Non-production suites provide Media and RTU with five concurrent
session licenses. The below part numbers are applicable with CC and UC platforms
(Unified CCE/PCCE/CCX/CUCM).
REMOB-NFR-CH NON-PRODUCTION SUITE FOR PARTNERS $200

REMOB-NFR-DART NON-PRODUCTION SUITE FOR PARTNERS VIA DART $200
REMOB-NFR-EC NON-PRODUCTION SUITE FOR END CUSTOMERS $2,000
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10. Cisco Unified Computing Systems (UCS)

Cisco Contact Center products support Cisco Unified Computing Systems (UCS). It is a
part of the overall Cisco Collaboration Technology Group (CTG) Unified Communications
on Unified Computing Systems (UC on UCS) program. Particular Contact Center
products/applications support UCS servers at a different time. See
http://www.cisco.com/go/virtualized-collaboration for more information.
Contact Center products use the CTG UCS SKUs. The CTG UCS configuration and
ordering information can be found at these sites:
www.cisco.com/go/collaborationordering
www.cisco.com/go/be7000
www.cisco.com/go/cucm
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11. Customer Care SolutionsPlus Products

Cisco SolutionsPlus is a resale program that enables select 3rd party products that
integrate to Cisco customer contact solutions to be ordered from Cisco (resellers).
Information on ordering these products can be found in the Ordering Guide for Customer
Care SolutionsPlus.
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12. Software Support Services

Cisco has replacing Essential Software Support (ESW) and Unified Communications
Software Subscription (UCSS), with a single contract under the name Software Support
Services (SWSS), from Sep 22, 2014 onwards. For more information about Software
Support Services, refer to http://www.cisco.com/go/swss
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13. Cisco Services
13.1 Cisco Unified Communications Services
Gain an accelerated return on investment for Cisco Unified Communications

deployments with a resilient, converged network that meets business needs. Using the
Cisco Lifecycle Services approach, Cisco and its channel partners provide a broad
portfolio of unified communications services that address all aspects of network
deployment, operation, and optimization.
Information about how to order Cisco Unified Communications Services can be found in
the Cisco Services Ordering Guide at the following location:
http://www.cisco.com/en/US/partner/products/svcs/ps2961/ps2664/serv_group_home.ht
ml.
13.2 Cisco Unified Communications Services—Tools for Quoting

and Ordering
13.2.1 Cisco Service Contract Center
Cisco Service Contract Center, the next generation of service management, helps you
increase profitability and efficiency by simplifying the way you manage and sell your
Cisco service contracts.
Now there is one simple and easy-to-use Web-based solution you can use to quote and
book your service orders and manage your service contracts and renewal opportunities.
Cisco Service Contract Center helps you accelerate your business by allowing you to
focus your attention on selling and on servicing your customers instead of waiting for
reports, searching for information, reconciling prices, reentering quotes, solving
problems, and cleaning up contracts.
Access the Cisco Service Contract Center at the following location:

http://www.cisco.com/public/scc/.
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14. Cisco Capital Financing

The significant benefits offered by Cisco Unified Communications make it the natural
choice to replace traditional PBX systems. As with any technology investment, the
question is the affordability of the new system. The answer is financing from Cisco
Capital. Whether through flexible repayments matching expenditure to benefit, mitigating
cash flow issues, or negating capital expenditure with an operating lease, we can give
you access to the right Unified Communications technology for your business, right when
you need it.
14.1 Removing Sales Barriers:
Typically, Cisco Capital can help remove or reduce the barriers preventing organizations
from obtaining the technology that can most benefit their businesses. Cisco Capital can:
● Remove cash flow issues, allowing the company to spread the cost of its investment
over a number of years
● Offer flexible repayment terms matching expenditure to benefits, which means that
payments can be timed to coincide with business benefits that may be seen later in
the project, or deferred to meet a company’s budget cycle
● Turn capital expenditures into operating expenditures through an operating lease
that enables companies to benefit from the residual value of the technology upfront
and because no one knows Cisco equipment like Cisco, you can be sure of market-
leading residuals
● Provide a sale and lease-back arrangement (where available) that softens the initial
costs by taking on existing commitments that may be attached to legacy equipment
14.2 Tips for Taking Advantage of Financing to Accelerate and

Close More Business:
● Consider financing early in the deal cycle: This will save time later and help get you
paid faster.
● Get your customer preapproved for a credit line with Cisco Capital: By showing
the customer they can afford more than they thought they could, you can pave the way
early on for growing the deal size. It is recommended you do this as early as possible
in the customer discussions/deal cycle.
● Provide a lease quote with every proposal: You can do this by contacting your local
Cisco Capital team. And, in some markets, Web-based tools are available so you can
quickly generate your own lease quotes.
14.3 For more information about Cisco Capital Financing
 For Channel Partners:
http://www.cisco.com/web/ordering/ciscocapital/or6/order_finance_and_paymen
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ts_concept_home.html
 For Cisco Field: http://wwwin.cisco.com/FinAdm/csc/
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Printed in USA C78-331727-01 02/16
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4.7.3 Upgrading to CCX 11.6 Systems .................................................................... 36

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6.6 Upgrade ...................................................................................................................... 82

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1.1 Purpose, Audience and Scope

Audience—Cisco field and Cisco Unified Communications specialized channel partners

● Unified Contact Center Express

1.2 Ordering and Quoting Tools

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Cisco Commerce Workspace at Cisco.com (with password required) is located at

All software is delivered in electronic format as of April 2017.Cisco Service Contract

Product/Business Unit Specific Pricing/Ordering Tool

1.3 Change History

Publication date Major changes compared to previous release

March 6, 2018  PCCE: Reference support for Specs-based server

September 19, 2017  Added reference to VVB XU Image for 11.6

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Publication date Major changes compared to previous release

August 16, 2017  Refreshed CVP VVB content for 11.6

June 14, 2017  Remove Remote Silent Monitor (RSM) feature

April 20, 2017  Clarify NPS upgrades for UCCE, ICM,

November 30, 2016  Updated CCE NPS license details

September 16, 2016  Added link to Context Service Terms of Service

August 6, 2016  Rev 2: Add PCCE VVB migration information

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Publication date Major changes compared to previous release

May 6, 2016  Revised SKUs for CVP Port in L-CVP-UPG

September 22, 2015  Updated the new CCX 11 promotional bundles

August 12, 2015  Updated for SocialMiner 11.0

July 28, 2015  Clerical update / formatting

July, 24, 2015  Extended Customer Collaboration Upgrade Offer

June 18, 2015  Added MediaSense 11.0 SKUs

May 30, 2015  Removed Cisco Siebel CRM

January 30, 2015  Clarified application of MediaSense promotion for all

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Publication date Major changes compared to previous release

December 2, 2014  Added CCX 10.6 release

July 23, 2014  Updated MediaSense 10.x SKUs

June 20, 2014  Added Packaged CCE 10.5 information

April 25, 2014  Added eGain S+ cloud SKUs

February 14, 2014  Removed CCX as a child in P/C deployment

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2. Tips for Using This Ordering Guide

● Unified Customer Voice Portal

● Licensing: contains all information required to generate a quote for a customer.

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3. Cisco Unified Customer Voice Portal (Unified

3.1 Active and End of Sale - End of Life CVP Versions

CVP Server 10.5 (EoL)

Call Studio 10.5 (EoL)

Reporting Server 10.5 (EoL)

Virtualized Voice Browser (VVB) 11.5, 11.6