Cisco Customer Contact Solutions Ordering Guide

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© 2016 Cisco and/or its affiliates. All right reserved. Cisco Confidential. For Channel Partner Use Only. Not for public distribution. Pricing subject to change.

May 6, 2016

Cisco Customer Care SolutionsOrdering Guide

Cisco Unified Contact Center Express

Cisco Unified Contact Center Enterprise

Cisco Packaged Contact Center Enterprise

Cisco Unified Customer Voice Portal

Cisco Finesse

Cisco SocialMiner

Cisco Unified Intelligence Center

Cisco Unified ICM Enterprise

Cisco Unified IP IVR

Cisco MediaSense

Cisco Remote Expert Mobile

Cisco Unified Computing Systems (UCS)

Customer Contact SolutionsPlus

Software Support Services

Cisco Services

Cisco Capital Financing

Contact: General inquiries about Customer Care pricing may be sent to [email protected]

mailto:[email protected]:[email protected]:[email protected]:[email protected]


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© 2016 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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Table of Contents

1.

Introduction ................................................................................................................................ 7

1.1 Purpose, Audience and Scope ......................................................................................... 7

1.2

Ordering and Quoting Tools ............................................................................................. 71.3 Change History ................................................................................................................. 8

2.

Tips for Using This Ordering Guide .......................................................................................... 17

3. Cisco Unified Customer Voice Portal (Unified CVP) ................................................................ 18

3.1

Overview of End of Sale and End of Life Status for Cisco Unified Customer Voice

Portal Versions .............................................................................................................. 18

3.2

CVP Ordering and Pricing Information: .......................................................................... 18

3.2.1

Unified CVP Component Information ................................................................ 19

3.2.2 Not-for-Production Systems, Not-for-Resale and Evaluation Kits ..................... 22

3.2.3

Ordering 10.5 .................................................................................................... 23

3.2.4 Upgrades from 7.0 to Unified CVP 8.x/9.x/10.x/11.x......................................... 24

3.2.5

Customer Collaboration Upgrade Offer ............................................................ 25

3.2.6 Product number summary tables ...................................................................... 26

3.2.7

Unified CVP Components Licensing ................................................................. 28

3.2.8 Unified CVP Port Licenses ............................................................................... 28

3.2.9

Unified CVP Redundant Port Licenses ............................................................. 29

3.2.10 Unified CVP Server Licenses ........................................................................... 29

3.2.11

Unified CVP Call Director Licenses .................................................................. 30

3.2.12 Unified CVP Video Components Licensing ....................................................... 31

3.2.13

Unified CVP Reporting Server Licenses ........................................................... 31

3.2.14 Unified CVP Call Studio Licenses ..................................................................... 32

3.2.15

Unified CVP License Enforcement.................................................................... 32

3.2.16

Unified CVP Upgrade Licenses for IPIVR customers ....................................... 32

3.3

Ordering Examples for Production CVP Systems .......................................................... 33

3.3.1 Example 1 – CVP co-resident Call Server+VXML Servers and

Unified CCE agents ordering Use Case .......................................................... 33

3.3.2 Example 2 – CVP Stand-alone Ordering Use Case.......................................... 33

3.4

CVP Licenses Fulfillment/ Distribution ............................................................................ 33

3.4.1 CVP Unified Call Studio License Fulfillment ..................................................... 34

3.4.2

CVP Unified Call Server License Fulfillment ..................................................... 34

3.4.3 CVP Unified VXML Server License Fulfillment ................................................. 35

3.4.4 CVP Unified Reporting Server License Fulfillment............................................ 36

3.4.5

Unified CVP Call Director Server License Fulfillment ....................................... 36

3.4.6

Summary of CVP License Fulfillment ............................................................... 36

3.5

Non-CVP Components Licensing ................................................................................... 37

3.5.1 ASR/TTS Licensing ............... .......... .......... ........... .......... .......... ........... ........... .. 37

3.5.2

IOS Gateway Licensing .................................................................................... 40

4. Cisco Unified Contact Center Express (Unified CCX) .............................................................. 41

4.1 Cisco’s Configuration and Pricing Tools ......................................................................... 4

4.2 Overview of End of Life and End of Sale Status for Cisco Unified CCX Versions .......... 41

4.3

Overview of Cisco Unified CCX Licensing .......... .......... ........... .......... ........... ........... ....... 4

4.3.1 Server vs. Seat licenses ................................................................................... 41


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4.3.2 Port licenses ..................................................................................................... 42

4.3.3

Node Locked vs. Non Node Locked Server Software Licenses ........... ........... .. 42

4.3.4 Concurrent vs. Named User (seat) Licenses .................................................... 42

4.3.5

Concurrent Outbound IVR Licenses ................................................................. 42

4.3.6 Finesse Recording Licenses ............................................................................. 42

4.3.7

Concurrent licenses apply to logged in users. Different individualsmay share a Unified CCX Workforce Management ........................................ 43

4.3.8

Unified CCX Compliance Recording (CR), Quality Manager

(QM), Advanced Quality Manager (AQM) ....................................................... 43

4.3.9

Unified CCX Inbound Voice High Availability (HA) Server

Software Licensing .......................................................................................... 43

4.3.10

License downgrades, distributes, splits and merges......................................... 43

4.3.11 Bucher+Suter CRM Connectors for Cisco Unified Contact Center

Express through Cisco SolutionsPlus ............................................................. 44

4.4

Supported Upgrade Paths .............................................................................................. 48

4.4.1 Upgrading Unified CCX Licenses Using ESW/UCSS or SWSS ....................... 50

4.4.2

Upgrading Unified CCX Licenses Using Purchased Product IDs ..................... 504.5 Migration from Cisco Unified CCX to Cisco Packaged Contact Center Enterprise

(PCCE) or vice versa ..................................................................................................... 50

4.6 Migrating from Cisco Unified CCX to Cisco Unified Contact Center Enterprise

(CCE) or vice versa ....................................................................................................... 51

4.7 Cisco Unified CCX 11.0 .................................................................................................. 51

4.7.1

General information .......................................................................................... 51

4.7.2 Ordering New Systems ..................................................................................... 52

4.7.3

Ordering ADDONs to Existing Systems ............................................................ 55

4.7.4 Ordering release upgrades with an ESW or UCSS or SWSS

contract ........................................................................................................... 56

4.7.5

A-la-carte Upgrades.......................................................................................... 594.7.6

WFO and WFM Upgrades ................................................................................ 63

4.7.7 Unified CCX Promotional Bundle ...................................................................... 65

4.7.8

Not for Resale and Non-production licenses .................................................... 66

4.7.9 Nuance Speech Solutions with Cisco Unified Contact Center

Express and Unified IP IVR .......... ........... .......... .......... ........... ........... .......... .... 67


4.8.1

Ordering New CCX 10.6 Systems .................................................................... 68

4.8.2 Ordering ADDONs to Existing CCX 10.6 Systems ........................................... 68

4.8.3

Upgrading to CCX 10.6 Systems ...................................................................... 68


4.9.1

Ordering New CCX 10.5 Systems .................................................................... 68

4.9.2

Ordering ADDONs to Existing CCX 10.5 Systems ........................................... 69

4.9.3 Upgrading to CCX 10.5 Systems ...................................................................... 69

4.10

Cisco Unified CCX 10.0 .................................................................................................. 69

4.10.1 General information .......................................................................................... 69

4.10.2

Ordering New Systems ..................................................................................... 71

4.10.3 Ordering ADDONs to Existing Systems ............................................................ 73

4.10.4

Ordering release upgrades with an ESW or UCSS or SWSS

contract ........................................................................................................... 74


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4.10.5 A-la-carte Upgrades.......................................................................................... 77

4.10.6

WFO and WFM Upgrades ................................................................................ 80

4.10.7 Not for Resale and Non-production licenses .................................................... 82

4.10.8

Nuance Speech Solutions with Cisco Unified Contact Center

Express and Unified IP IVR .......... ........... .......... .......... ........... ........... .......... .... 83

4.11

Cisco Unified CCX 9.0 .................................................................................................... 835. Cisco Unified Contact Center Enterprise (Unified CCE) ......... ........... .......... ........... ........... ....... 84

5.1

Overview of Unified CCE Licensing .......... .......... ........... .......... .......... ........... .......... ........ 84

5.1.1 Primary Unified CCE Licensing ........................................................................ 84

5.1.2

Additional Unified CCE Licenses and Components .......... ........... .......... ......... 106

5.2 Ordering New Unified CCE System and Add-On Licenses .......................................... 107

5.2.1

Ordering CCE Agent licenses for voice applications....................................... 108

5.2.2

Ordering New Unified EIM and Unified WIM System and Add-On

Licenses ........................................................................................................ 109

5.2.3

Ordering CCE Blended Agent licenses for voice, email, and web

collaboration .................................................................................................. 110

5.3

Upgrades ...................................................................................................................... 111

5.3.1 Upgrades of CCE Agent licenses ................................................................... 111

5.3.2

Customer Collaboration Upgrade Offer .......................................................... 112

5.3.3 Migrations from Cisco Unified ICM to Contact Center Enterprise ................... 113

5.3.4

Migrations from Cisco Unified Contact Center Express to Contact

Center Enterprise .......................................................................................... 114

5.3.5

Upgrades for Unified E-Mail Interaction Manager and Unified

Web Interaction Manager .............................................................................. 115

5.4

Migration from Previous Licensing Methods ................................................................. 115

5.5 Non-Production Systems .............................................................................................. 116

5.6

Product Number Summary Table for Unified CCE Product Numbers .......................... 117

6.

Cisco Packaged Contact Center Enterprise (Packaged CCE) ............................................... 119

6.1

About Packaged CCE ....... ........... .......... .......... ........... .......... ........... .......... ........... ....... 119

6.2 Overview of Packaged CCE Ordering and Licensing ................................................... 119

6.2.1

Required Packaged CCE Licenses .......... ........... .......... ........... ........... .......... .. 120

6.2.2 Optional Packaged CCE Licenses .................................................................. 122

6.3

Optional Features Licenses .......................................................................................... 123

6.4 Add-On Licenses .......... .......... ........... .......... ........... .......... .......... ........... ........... .......... .. 124

6.4.1

Additional Agents .......... .......... ........... .......... .......... ........... ........... .......... ......... 124

6.4.2 Additional Queue or Self Service Ports .......... .......... ........... .......... ........... ....... 125


6.6

Upgrade........................................................................................................................ 125

6.6.1

Ordering Packaged CCE upgrade .................................................................. 126

6.7

Migration Options ......................................................................................................... 126

6.7.1 From Unified CCX to Packaged CCE ............................................................. 126

6.7.2

From Unified CCE to Packaged CCE ............................................................. 127

6.7.3 From Packaged CCE to Unified CCE ............................................................. 128

7.

Cisco Finesse......................................................................................................................... 129

7.1 Cisco Finesse for Unified CCE customers.................................................................... 129

8.

Cisco SocialMiner .................................................................................................................. 130

8.1 SocialMiner for Unified CCX or CCE customers .......... .......... ........... .......... ........... ....... 130


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8.2 Standalone SocialMiner................................................................................................ 130

8.3

SocialMiner Non-Production Suites .............................................................................. 131

9. Cisco Unified ICM Enterprise (Unified ICME) ......................................................................... 132

9.1

Overview of Unified ICME Licensing ............................................................................ 132

9.1.1 Primary Unified ICME Licenses ...................................................................... 132

9.1.2

Additional Unified ICME Licenses and Components....... ........... .......... ........... 1369.1.3 Special Unified ICME Deployment Cases ........... .......... ........... .......... ........... .. 138

9.2

Ordering New Unified ICME Systems and Add On Licenses ....................................... 139

9.3 Upgrades and Migrations ............................................................................................. 140

9.4

Migration from Previous Licensing Methods ................................................................. 140


9.6

Product Number Summary Table for Unified ICME Product Numbers ......................... 142

10.

Cisco Unified IP IVR ............................................................................................................... 143

10.1 Overview of Unified IP IVR Licenses ............................................................................ 143

10.1.1

Types of Unified IP IVR Licensing .................................................................. 143

10.2 Upgrading To a Later Cisco Unified IP IVR Release .................................................... 143

10.2.1

Upgrading Cisco Unified IP IVR to a Later Release Using

Purchased Product IDs ................................................................................. 143

10.2.2

Upgrading Cisco Unified IP IVR to a Later Release Using

ESW/UCCS or SWSS ................................................................................... 143

10.3

Ordering Unified IP IVR 11.0 production Licenses ....................................................... 144

10.3.1 Ordering Unified IP IVR Not for Resale (NFR) Licenses .......... ........... .......... .. 144

10.3.2

Ordering Customer Non-Production Systems ................................................. 144

10.3.3 Upgrading to Unified IP IVR 11.0 Licenses from a Previous IP

IVR Release .................................................................................................. 144

10.3.4 Product ID Summary Table for Unified IP IVR Product IDs ............................ 145

10.4

Ordering Unified IP IVR 10.0 production Licenses ....................................................... 146

10.4.1

Ordering Unified IP IVR Not for Resale (NFR) Licenses .......... ........... .......... .. 147

10.4.2

Ordering Customer Non-Production Systems ................................................. 147

10.4.3 Upgrading to Unified IP IVR 10.0 Licenses from a Previous IP

IVR Release .................................................................................................. 147

10.4.4 Product ID Summary Table for Unified IP IVR Product IDs ............................ 147

10.5

Ordering Unified IP IVR 9.0 production Licenses ......................................................... 149

11. Cisco MediaSense ................................................................................................................. 150

11.1

MediaSense Ordering and Pricing Information for version 11.0: .................................. 150

11.2

MediaSense Ordering and Pricing Information for version 9 and 10: ........................... 150

11.3 Cisco Software Support Services for Cisco MediaSense ............................................. 151

11.4

Ordering MediaSense 11.0 ........................................................................................... 151

11.4.1

MediaSense 11.0 Component Information ..................................................... 151

11.4.2

Not-for-Production Systems ............................................................................ 152

11.5 Ordering MediaSense 10.x ........................................................................................... 152

11.5.1

MediaSense 10.x Component Information ...................................................... 153

11.5.2 Not-for-Production Systems ............................................................................ 154

11.5.3

MediaSense 10.x / UCCX Promotional Bundle .......... .......... ........... .......... ...... 155

11.5.4 MediaSense 10.x Product number summary tables ....................................... 155

11.6

Ordering MediaSense 9.x ............................................................................................. 155

11.6.1 MediaSense 9.x Component Information ........................................................ 156


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11.6.2 MediaSense 9.x Non Production Systems .......... .......... ........... .......... ........... .. 157

11.6.3

MediaSense 9.x part number summary tables ............................................... 157

11.7 Ordering Examples for Production MediaSense Systems ............................................ 158

11.7.1

Example 1 –Customer requires 500 concurrent audio recordings

and high availability - Ordering Use Case ..................................................... 158

11.7.2

Example 2 –Customer requiring 50 additional concurrent audiorecordings - Ordering Use Case............ ........... .......... ........... ........... .......... .. 158

11.8

MediaSense Licenses Fulfillment/ Distribution ............................................................. 158

11.9 Calabrio Search & Play and Quality Management Solutions through Cisco

SolutionsPlus ............................................................................................................... 158

11.10 NICE Interaction Management and WFM Suite through Cisco SolutionsPlus .............. 160

12.

Cisco Remote Expert Mobile .................................................................................................. 164

12.1

Remote Expert Mobile for Unified CCX customers ........... .......... ........... .......... ........... .. 164

12.2 Remote Expert Mobile for Unified CCE, Packaged Contact Center and UCM

customers .................................................................................................................... 165

12.3 Remote Expert Mobile Non-Production Suites ............................................................. 165

13.

Cisco Servers (UCS and MCS) .............................................................................................. 166

13.1 Cisco Unified Computing Systems (UCS) .................................................................... 166

13.2

Cisco Media Convergence Servers (MCS), Windows Server 2003 Operating

Systems and SQL Server 2005 ................................................................................... 166

13.2.1

Part Numbers ................................................................................................. 166

14. Cisco Unified Intelligence Center ........................................................................................... 167

14.1

Ordering Intelligence Center version 10.0 and higher .................................................. 167

14.1.1 Production System Software .......................................................................... 167

14.1.2

Not-for-Production Systems, Not-for-Resale and Evaluation Kits .......... ......... 168

14.1.3 Upgrades from previous versions ................................................................... 169

15.

Customer Contact SolutionsPlus Product Overview .............................................................. 170

16. Software Support Services ..................................................................................................... 171

17.

Cisco Services ....................................................................................................................... 172

17.1

Cisco Unified Communications Services ...................................................................... 172

17.2 Cisco Unified Communications Services—Tools for Quoting and Ordering ............... .. 172

17.2.1

Cisco Service Contract Center ....................................................................... 172

18. Cisco Capital Financing ......................................................................................................... 173

18.1

Removing Sales Barriers: ............................................................................................. 173

18.2 Tips for Taking Advantage of Financing to Accelerate and Close More Business: ....... 173

18.3

For more information about Cisco Capital Financing, visit:........................................... 173


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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 Customer Voice Portal

● Unified Contact Center Express and Workforce Optimization options

● Unified Contact Center Enterprise

● Packaged Contact Center Enterprise

● SocialMiner

● Finesse

● Unified ICM Enterprise

● Unified Intelligence Center

● Unified IP IVR

● Unified E-Mail Interaction Manager

● Unified Web Interaction Manager

● MediaSense

For information on Unified Contact Center Hosted (Unified CCH), Unified ICM Hosted

(Unified ICMH) please send inquiry to [email protected].

For information on ordering the Customer Collaboration Suite (UCCE and CVP) as part

of the Collaboration Enterprise Agreement, please send inquiries to CollabEA-CC-

[email protected] 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

mailto:[email protected]:[email protected]:[email protected]:[email protected]:[email protected]://www.cisco.com/en/US/partner/products/sw/voicesw/index.htmlhttp://www.cisco.com/en/US/partner/products/sw/voicesw/index.htmlhttp://www.cisco.com/en/US/partner/products/sw/custcosw/ps1844/index.htmlhttp://www.cisco.com/en/US/partner/products/sw/custcosw/ps1844/index.htmlhttp://www.cisco.com/en/US/partner/products/sw/custcosw/ps1844/index.htmlhttp://www.cisco.com/en/US/partner/products/sw/voicesw/index.htmlmailto:[email protected]:[email protected]:[email protected]


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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

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

Note: https://communities.cisco.com/docs/DOC-51384 provides details on how to

configure the delivery option as electronic or physical.

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.

http://tools.cisco.com/cucsthttp://tools.cisco.com/cucsthttps://cisco-apps.cisco.com/cisco/psn/commercehttps://cisco-apps.cisco.com/cisco/psn/commercehttps://communities.cisco.com/docs/DOC-51384https://communities.cisco.com/docs/DOC-51384https://communities.cisco.com/docs/DOC-51384http://wwwin.cisco.com/CustAdv/globalops/wwsso/service.shtmlhttp://wwwin.cisco.com/CustAdv/globalops/wwsso/service.shtmlhttp://wwwin.cisco.com/CustAdv/globalops/wwsso/service.shtmlhttp://www.cisco.com/en/US/partner/products/sw/custcosw/ps1846/prod_how_to_order.htmlhttp://www.cisco.com/en/US/partner/products/sw/custcosw/ps1846/prod_how_to_order.htmlhttp://www.cisco.com/en/US/partner/products/sw/custcosw/ps1846/prod_how_to_order.htmlhttp://www.cisco.com/en/US/partner/products/sw/custcosw/ps1846/prod_how_to_order.htmlhttp://www.cisco.com/en/US/partner/products/sw/custcosw/ps1846/prod_how_to_order.htmlhttp://wwwin.cisco.com/CustAdv/globalops/wwsso/service.shtmlhttps://communities.cisco.com/docs/DOC-51384https://cisco-apps.cisco.com/cisco/psn/commercehttp://tools.cisco.com/cucst


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Publication date Major changes compared to previous release

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 Sec10.5

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

Dec 11, 2013 Added UCCE 10.0 content

Clarification on ALI ordering

Updated CRM connector information

Updated CCX WFO prices Added new SKUs for eGain SolutionsPlus Phase II release

Added Packaged CCE upgrade information

Amended the ICM to CCE promo information

Oct 10, 2013 Added release 10.0 content

Aug 22, 2013 Updated prices for 13 eGain SolutionsPlus SKUs

Added eGain SolutionsPlus support for Package CCE

Aug 2, 2013 Added two new bundle SKUs to eGain SolutionsPlus

July 11, 2013 Extension to Upgrade Customer Collaboration Promotion

May 13, 2013 Modifications to CCE, CUIC and CVP sections to reflectthat CVP and CUIC licenses are now included in the IPCE-

NPSENT-CP bundle.

Removed UCCH and ICMH sections, referred interested

parties to send email to ask-hcs-CC mailer for ordering

information on these products

Added eGain SolutionsPlus.

MCS Server section had been updated to reflect EOL.

Feb 26, 2013 Added clarification of new vs. add-on seats for


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Bucher+Suter CRM Connectors through SolutionsPlus

Jan 29, 2013 Changed Blended Agent License rules for Packaged CCE

Fixed typo in CUIC NFR license section

Added details on server requirements for Calabrio

SolutionsPlus

Added Bucher+Suter CRM Connectors through

SolutionsPlus

Added note to clarify that MediaSense SolutionsPlus

offerings are only available with Cisco MediaSense

December 6, 2012 Clarified CCX Web Chat licensing and ordering

Added EIM-WIM 9.0 SKUs

Added MediaSense 9.0 SKUs

October 29, 2012 Updated MediaSense 8.5 and 9.0 SKUs

September 6, 2012 Updated Unified Intelligence Center section to incorporate

new non-release specific SKUs Removed stale references to EOLed CRM Connectors

July 11, 2012 Added section on NICE SolutionsPlus

Updated Outbound ordering information for Packaged CCE

CVP 9.0 Added

Nuance S+ product codes updated

June 1, 2012 Added an overview of SolutionsPlus products in chapter 15

Removed Intelligence Suite ordering information

Removed references to WebView

Added system release 9.0 ordering information for all

applicable products. Remove End of Sales release

ordering info. Removed SFDC, MSFT, and PeopleSoft CRM Connectors

that are End of Sales

April 25, 2012 Added section on Calabrio SolutionsPlus

April 3, 2012 Updated SocialMiner ordering information to include IPCE-

BUNDLE and IPCE-SVR-ADDON product numbers

Added chapter on Packaged CCE

Removed section on System Contact Center Enterprise

and Expert Advisor

Updated CCE Blended Agent information

Updated ALI Solutions (formerly known as ‘Austin

Logistics’) ordering information

Dec 20, 2011 Updated UCCE and UCCH Agent Desktop Ordering

Information

Clarified Intelligence Center ordering for cluster licensing

and lab licensing

Added section on Cisco Finesse

Simplified the ordering of seat licenses by removing

unnecessary SKUs

Sep 20, 2011 Replaced CCX 8.5 section with new, updated information

Added CVP-NUANCE - Solutions plus for Nuance ASR &


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TTS

Updated details for ICM to CCE migration promotion

Aug 19, 2011 Fixed MediaSense NFR and NPS SKUs

Updated information for MediaSense recording license

Removed Unified CCX 8.5 ordering information and added

links to new Unified CCX 8.5 ordering guide

April 27, 2011 Added Customer Collaboration Upgrade Offer for CCE and

CVP

Revised E-Mail Interaction Manager and Web Interaction

Manager sections under ICME, ICMH and CCH chapters

Updated CUIC ordering information to include more

detailed upgrade ordering instructions and clarify licensing

Migrations from CAD PRE to/from CTI-OS are free

Feb 23, 2011 Modified MediaSense SKU table by associating UCSS

SKUs with the base license, not the audio and video

license. Modified rule to say the quantity of audio and video

recording license should add up to the quantity of base

license.

Clarified ordering examples in section 11.3

December 13, 2010 Added information on new ICM to CCE migration

promotion

Added Cisco SocialMiner

Added final Unified CCX 8.5 updates

October 25, 2010 Added System Release 8.5 ordering information

Added clarification on total discounts for CCX to CCE

migration promo Added notes in CCE and ICM sections regarding WebView

obsolescence in 8.5

Added new section on Cisco MediaSense

Added upgrade SKU information to CUIC section

July 6, 2010 Added Unified CCE Blended Agent license for Voice, E-

Mail, and Web Collaboration

Revised E-Mail Interaction Manager and Web Interaction

Manager sections under Unified CCE chapter

June 9, 2010 Added UCS section

Update CUP ordering section

April 20, 2010 Provided updated to CUP ordering with CVP

Updated ordering info on CCX 8.0 WFO options

Updated CUIC NFR kit information

Updated Exony VIM section

March 26, 2010 Added CVP 8.0 pricing

Removed Universal Edition and CVP 4.1 pricing

information

March 23, 2010 Modified Exony VIM section to reflect additional and

changed SKU items


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Updated CUIS/CUIC section to include information for

ordering Cisco Unified Intelligence Center 8

March 17, 2010 Updated requirements for DLUs and UCL (User Connect

Licensing) in the CCE and CCH Outbound sections.

March 11, 2010 Updates for Unified Communications Release 8.0

Replaced references to SS7 Hardware Cards with the new

Sigtran SS7 software solution

Removed custom NICs and NIC modifications as they are

no longer offered to customers

Removed IP IVR 5.0 orderability information as 5.0 has

reached End of Life

Removed 3rd

Party PGs which are End of Life

January 8, 2010 Added ordering information for Microsoft Windows Server

2003 and Microsoft SQL Server 2005

Changed Chapter 10 title to “Media Convergence Servers

(MCS), Windows Server 2003 Operating Systems and SQLServer 2005”

Corrected errors in CRM Connector migration licenses for

ICM

September 29, 2009 Added MCS Portsmouth (7835s, 7845s I3 models)

Added UCSS for EIM and WIM

Removed this from CCH section “Note that Siebel does not

support Mobile Agent“

August 28, 2009 Changed Exony VIM prices and names to reflect changes

to be implemented in price book in Q1

Added Compliance Recording Option for CCX 7.0

Standard, Enhanced and Premium Removing EOL/EOS CCX release 4.1

Removing information on NEW system ordering from CCX

5.0 section; CCX 5.0 Addon and DIFF upgrades will remain

orderable for one-year post EOS.

CCX miscellaneous minor corrections

Removed EIM-WIM for CCX as this product is end of sale

per Aug 21, 2009.

June 22, 2009 Added Cisco Unified Intelligence Suite Large Archiver

external disk ordering information

Added clarifications to Cisco Unified Intelligence Suite

licensing

May 12, 2009

Clarified ATP requirements for Expert Advisor.

Clarified use of redundant ports for CVP. Added

information on upgrades

Removed GED-125 from the ICMH-NIC License in section

8.1.1.3

Added EIM-WIM NFR Kits.

February 3, 2009 IPIVR 4.0 can upgrade to 6.0, not 4.5 version

Removed Customer Voice Portal and Expert Advisor

OnDemand references due to program restrictions


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Added Customer Voice Portal licensing reference to PAK

Codes and licensing URL

Corrected typos and added information for hosted in CUIS

section

December 10, 2008 Added top-level SKU information for Cisco Unified

Intelligence Suite

Added new 7816 and 7825 MCS Servers

November 12, 2008 Changed CCE, CCH, CCX, IP IVR, ICME and ICMH UCSS

SKU references to reflect new quantity 1 SKUs

Corrected UCSS for CCX Standard pricing

Removed ICME/ICMH Avaya-based Outbound Option

pricing due to EOS

Clarified Austin Logistics ordering information

September 8, 2008 Added new section for Cisco Unified Expert Advisor

Correct CVP OnDemand product code errors

August 8, 2008 Updated MCS Servers to include the 146 GB drives and

Quad Core machines.

Added new section for Customer Voice Portal End of

Sale/End of Life Overview

Added new section for Customer Voice Portal Licensing,

which was removed from CVP 7.X SRND and inserted into

this publication

Added new section for Customer Voice Portal On Demand

Added new section for Unified Intelligence Suite

June 30, 2008 Added IPIVR 7.0 ordering information

Added CCX 7.0 ordering information

Updated End-Of-Sale informational notices for CVP 3.1and 4.0

Added new Remote Silent Monitoring feature of CCE and

CCH

Clarified SCCE All-In-One Ordering Bundle description

April 16, 2008 Added the CCX to CCE migration Program (section 5.3.3)

Added SCCE All-In-One Ordering Bundle description

Clarified DLU licensing requirements for CCE and CCH

Outbound

Added GED-125 to the ICMH-NIC License in section

8.1.1.3

February 11, 2008

Added CRM Connectors pricing Changed the IP IVR UCSS pricing

CVP

o Deleted Ordering Examples from CVP Sections

due to complexity and confusion. Please

reference the CVP SRND for configuration and

ordering examples.

o Added section on CVP 7.0 Release

o Added section on upgrading from CVP Universal

Edition (Studio 5.2/Call Services 3.6) to CVP

Universal Edition 6.0


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o Clarified section on ordering upgrade from CVP

4.0 to CVP 4.1

Remove Informiam Solutions Plus products from the price

list

Clarification on which SKUs include CCMP and how toupgrade agents for use with CCMP

November 20, 2007 Add Exony VIM Analytics Solutions Plus pricing

Reduce pricing on Informiam Call Analyzer

Remove Informiam SKUs for ICM. All product sales will be

reflected under the IPCC product family.

Clarified licensing of Mobile Agent for CCE/H

Added CVP Reporting Server Licenses, updated port

counts to NPS, NFR and EVAL kits for CVP 4.1, Universal

Edition 6.0 and CVP 4.0

Extended CVP and UE EVAL kits to 90 days from 60 days

Clarified use of CVP NPS, NFR, Evaluation Kits and use of

Call Studio for all CVP and Universal Edition Releases Removed Audium name where appropriate in favor of new

Cisco product names

Clarified that CVP Call Studio, UE Release 5.2 and Call

Services, UE Release 3.6 media is part of CVP 4.1/UE 6.0

media.

Clarified when to order CVP Call Studio/Call Services, UE

Release 6.0 versus Call Studio, UE Release 5.2 and Call

Services, UE Release 3.6 with respect to voice browsers,

operating systems, and application servers.

Corrected EVIP support on CVP as EVIP Release 10

October 31, 2007 Clarified 3r

Party IVR Port license tiering

Added Austin Logistics SolutionsPlus SKUs. Added Operate Service SKU for Outbound in CCE

Summary Table.

Clarified NIC availability and pricing for ICM Enterprise

Removed Cisco Email Manager and Web Collaboration

Option, which have gone end of sale

Added differences between basic and advanced versions

of Unified E-Mail Interaction Manager (EIM) and Web

Interaction Manager (WIM) for Unified CCX.

Clarified that Unified EIM and WIM require separate

servers and that Windows 2003 Server and Microsoft SQL

Server must be purchased separately.

Added Customer Voice Portal 4.1 ordering information

Added Customer Voice Portal, Universal Edition 6.0

ordering information

Updated for product and component name changes to Call

Studio and VXML Server

Clarified various items in CVP 4.0 section for better

ordering understanding

October 10, 2007 CCX and IPIVR 6.0 were added.

October 1, 2007 Add CCE and CCH migration SKUs from CAD to CTI


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Toolkit Premium Agent and v.v.

August 24, 2007 Added information about the promotional offer to migrate

from ICM to Contact Center Enterprise or Hosted

Clarified the requirements for ICM PG ordering with ARI

Agent licenses for use with third-party ARI gateways

Added support pricing and product code for new ICM that

was added on June 21, 2007.

Removed references to IP QueueManager as it is nearing

end of sale

Reflected price change in essential operate services on

IPCE-SVR

August 6, 2007 Updated The CCE Premium Agent Section and associated

tables to reflect the new CCE Premium Agent pricing and

packaging (includes CCMP) effective August 1st, 2007.

June 21, 2007 Updated ICM Enterprise and Hosted pricing to reflect new

pricing and packaging Added new CCH pricing and packaging; replaced

Starterpack and CPS with new CCH Server and CVP

options

June 6, 2007 Added Workforce optimization products (QM & WFM) to

the CCX section

Added non-UC 6.0 system release products and versions,

so that the guide now covers all current CCBU products:

o CVP 3.1

o CCX 4.1

o CCX 5.0 Quality Management and Work Force

Management

o IP-IVR 4.1 Updated MCS Server section with new server versions

Added Informiam Solutions Plus product

January 15, 2007 Initial version


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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 jumpthere):

● Unified Customer Voice Portal

● Unified Contact Center Express

● Unified Contact Center Enterprise

● Packaged Contact Center Enterprise

● Unified ICM Enterprise

● Unified Intelligence Center

● SocialMiner

● Finesse

● Unified IP IVR

● Cisco MediaSense

● Email and Web Interaction Manager (in section 5.1.1)

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 relatedmaintenance items.

● Migration information: information on how the current licensing model maps into

the previous licensing model.

General inquires about pricing may be sent to [email protected]

For Questions on Unified ICMH and Unified UCCH, please send inquiries to ask-hcs-

[email protected]

For questions on ordering the Customer Collaboration Suite as part of the Collaboration

Enterprise Agreement, please send inquiries to [email protected].

mailto:[email protected]:[email protected]:[email protected]:[email protected]:[email protected]:[email protected]:[email protected]:[email protected]:[email protected]:[email protected]:[email protected]:[email protected]


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3. Cisco Unified Customer Voice Portal (UnifiedCVP)

This section provides licensing and ordering information for Unified Customer Voice

Portal. Please note that there are several versions of Unified CVP, so please read thissection in its entirety. Unified CVP 11.0 is the latest release, which supports the Unified

Communications 11.0 system release, and offers significant new capabilities such as

Windows 2012 support, SME certification with CVP and enhanced Studio features

including local variables, REST client and context service .

For information on ordering the Customer Collaboration Suite (UCCE and CVP) as part

of the Collaboration Enterprise Agreement, please send inquiries to CollabEA-CC-

[email protected] or contact your Cisco account team.

3.1 Overview of End of Sale and End of Life Status for Cisco UnifiedCustomer Voice Portal Versions

The Cisco Unified Customer Voice Portal family has the following versions that are

considered current and shipping:

CVP 11.0

CVP10.5

CVP 10.0

Call Studio 11.0

Call Studio 10.5

Call Studio 10.0

Cisco recommends that customers currently considering new deployments choose

version 11.0.

The End-of-Sale/End-of-Life dates for all versions of Customer Voice Portal and Call

Studio are announced publicly here:

http://www.cisco.com/en/US/products/sw/custcosw/ps1006/prod_eol_notices_list.html .

3.2 CVP Ordering and Pricing Information:

Customers ordering can select the various following components when ordering the

product:

● CVP Ports. CVP Ports are the total number of simultaneous voice and video

sessions that requires self-service or queuing.

● Redundant CVP Ports. Redundant ports are used when CVP ports are non-

functional. The number of redundant ports in a deployment cannot be more than

CVP ports.

● 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 being 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.

mailto:[email protected]:[email protected]://www.cisco.com/en/US/products/sw/custcosw/ps1006/prod_eol_notices_list.htmlhttp://www.cisco.com/en/US/products/sw/custcosw/ps1006/prod_eol_notices_list.htmlhttp://www.cisco.com/en/US/products/sw/custcosw/ps1006/prod_eol_notices_list.htmlmailto:[email protected]:[email protected]


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● CVP Server-SW licenses. A CVP Server-SW license is required for each server

that any of the following reside on: CVP ports, Redundant ports, or Call Director

software. Since from 22nd

September, 2014 Redundant ports are bundled, one

should order additional Server software license for each Redundant Server.

● Call Studio licenses. A license for each machine where a developer is

developing CVP Self Service applications is required. This is typically at least 1per CVP deployment, and these are for developer machines not server machines,

so be diligent in determining the number of developer machines developing CVP

applications and order an equal number of Call Studio seat licenses.

● CVP Reporting Server licenses. The CVP Reporting Server provides a

repository for CVP data. A CVP Report Server license is required for each copy of

the software running on a virtual server.

All Unified CVP systems will ship with the Operations Console. Online Ordering of Unified

CVP is available as configurable part numbers using Cisco’s online ordering tools (Cisco

Commerce Work or CCW). To order the product, most core Unified CVP options areavailable using the part number CVP-11.X for CVP 11.0 and CVP-10.X for the CVP 10.0

version. The online ordering tool provides all CVP ordering options for each component

of the CVP system.

CVP Top level Part numbers:

Product Numbers Description List Price ($US)

CVP-11..X CVP 11.0 Top Level Part Number N/A

CVP-10.X CVP 10.0 Top Level Part Number N/A

CVP-10.X CVP 10.0 Top Level Part Number N/A

After selecting the top-level part number, one will be able to order the following parts:

● Server software

● Ports

Additional information about each component is available in the sections below; however,

for ease of ordering, start by ordering the top-level part number here and then configure it.

Call Studio licenses must be ordered separately.

3.2.1 Unified CVP Component Information

The part numbers listed below provide ordering information for each CVP orderable part.

3.2.1.1 CVP Servers

CVP Server licenses are required for every server that CVP execution software will

reside on. This includes servers that host the CVP Server functionality, VXML Server and

Call Director software. The Call Studio, Report Server, Test Servers, Evaluation kits, Not-

for-production, and NFR kits do not require a server license.

Please note that a server license is required for every system that is providing Call

Director, VXML Server, or queuing capabilities. Therefore, while a Unified Contact Center


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Enterprise customer does not require Call Director licenses, they often do use the call

control capabilities and will require CVP Server Software for the systems that are

providing the SIP call control.

Server part number information:


CVP-11-SERVER-SW CVP 11.0 Server Software $200


3.2.1.2 CVP Ports and Redundant Ports

This is the main component of CVP. CVP Ports provide the queuing and self-service

capabilities of CVP. Each CVP port license provides a user with the ability to 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 being queued and Y number of calls

receiving self-service treatment, one must order a minimum of X+Y ports to ensure

sufficient ports are ordered. For each CVP port ordered after 22nd

September 2014, one

redundant CVP port is bundled with it.

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 CVP ports.

Video calls are treated and sized the same as traditional audio calls for the purpose of

port licensing.

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.

● Each CVP port is bundled with one quantity of redundant port.

● Existing customers having no redundant ports deployed or less number of

redundant ports 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.● From 22

nd September, 2014, the CVP Top level part will expand only to CVP port

and one Redundant port will be automatically bundled with it. Redundant port will

not show up under this part.

● If your company is considering Cisco Unified Communications in a Public Safety

Answering Point (PSAP) or equivalent emergency services environment, please

contact [email protected] prior to purchase or deployment.



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CVP Ports part number information:


CVP-11X-PTS CVP 11.0 Port License $900

CVP-11X-REDPT CVP 11.0 Redundant ports $180



3.2.1.3 Unified Call Studio

A license is required for each developer machine (typically customer-provided) where a

developer is developing self-service applications to run on VXML Server. This is typically

at least 1 per CVP deployment, and these are for developer machines not server

machines, so 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, a full license must be purchased by any partner or customer 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 VXML Server

and Call Server, therefore Server licenses are not required for machines running Call

Studio. Call Studio is supported only on Windows client software (Windows XP, 7 and

2008). Please note that it should not be run in a virtual environment where a single

instance of the application is used by multiple users.

Unified Call Studio part number information:


CVP-STU-11= Call Studio 11.0 $5,500


3.2.1.4 CVP Call Director Server

CVP Call Director provides the ability to control calls to non Unified Contact Center ACDs

and IVRs when CVP is used with an ICM or Unified Contact Center Enterprise Product.

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 11.0 Call Director (includes Software Lic for 150 Ports) $40,000






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3.2.1.5 CVP Report Server License

This license provides the reporting repository for CVP data. Included with the license is arelational 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 11.0 Report System – Premium $0


3.2.2 Not-for-Production Systems, Not-for-Resale and Evaluation Kits

Not For Production Systems

Unified CVP Not-for-Production (NPS) lab systems are for use by CVP customers in a

non-production environment. Lab systems now provide:

● Server Software License for 4 CVP servers

● 900 VXML server ports

● 4 Reporting Server License

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. Call Studio is not included in this

NPS Server and must be purchased separately.

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 and demonstration purposes,

These NFR kits support all CVP functionality, including:

● Server Software for 4 CVP servers

● 1 Call Studio license to be used for non-production application development

for 1 machine

● 30 VXML ports license to be used for internal, non-production purposes

● 4 Reporting Server Licenses

http://www.cisco.com/c/en/us/support/customer-collaboration/unified-customer-voice-portal/products-installation-guides-list.htmlhttp://www.cisco.com/c/en/us/support/customer-collaboration/unified-customer-voice-portal/products-installation-guides-list.htmlhttp://www.cisco.com/c/en/us/support/customer-collaboration/unified-customer-voice-portal/products-installation-guides-list.htmlhttp://www.cisco.com/c/en/us/support/customer-collaboration/unified-customer-voice-portal/products-installation-guides-list.htmlhttp://www.cisco.com/c/en/us/support/customer-collaboration/unified-customer-voice-portal/products-installation-guides-list.html


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These licenses are available through the DART program, as well as orderable through

the Cisco ordering system. 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. Note that a CVP port

license is included in the Contact Center Enterprise System NFR (IPCE-NPSENT-CPand IPCE-NPSENT-EC).

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

● 30 port licenses for VXML Server, queuing and Call Control for 1 machine

● 1 Studio license for 1 machine

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.

NFR, NPS and Evaluation part number information:


CVP-11-NPS= CVP 11.0 Not-for-production System $3,995

CVP-11-EVAL= CVP 11.0 Evaluation License (90 days from ship date) $25

CVP-11-NFR= CVP 11.0 Not-For-Resale $100




3.2.3 Ordering 10.5

CVP 10.0 release simplifies the license keys requirement for minor upgrades. 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, CVP 10.0 and 10.5 will run on 10.0 license keys.

There are no CVP 10.5 specific SKUs for the CVP Software Server, CVP Reporting

Server or Call Studio. CVP 10.0 SKUs will ship both CVP 10.0 and CVP 10.5 media and

the customer can choose the version they wish to deploy.

Customer planning to deploy CVP 10.5 or upgrade to it, will need to perform one of the

following based on their current status.

Customers running on CVP 9.0 or below and willing to upgrade to CVP

10.5 – Order 10.0 upgrades (via PUT). This will provide 10.0 upgrade PAKs,

with media for both 10.0 and 10.5.


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New customers deploying CVP 10.5 - Order CVP 10.0. This will provide

10.0 license keys (which is same for 10.0 and 10.5), with media for both 10.0

and 10.5.

Customer upgrading from 10.0 to 10.5 – Customers 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). Upgrade the CVP from 10.0

to 10.5 using this upgrade installer and use the existing 10.0 license keys.

3.2.4 Upgrades from 7.0 to Unified CVP 8.x/9.x/10.x/11.x

Customers having valid service contracts for both Call Studio and VXML Server are

eligible to upgrade to Unified CVP 8.x/ 9.x/10.x/11.x for the equivalent license quantities.

CVP runs on Windows 2008 server from release 9.0 to 10.5. CVP 11.0 runs on Windows

2012. So customers upgrading from CVP 7.0 to 9.0 or later are required to first upgrade

to 8.x and then perform a migration. Customers upgrading from 9.0 to 11.0 will need to

upgrade the OS. Please refer to the CVP Installation and Upgrade Guide for more

information.

Ordering CVP upgrades via PUT (Product Upgrade Tool):

For CVP upgrades, customers should order an upgrade License (CVP-xx-PRD-UP=) for

the following components. Note that the upgrade license is CVP-xx-PRD-UP= which is

same for all the below mentioned applications except Studio. For Studio it’s CVP-STU-

xx-PRD-UP=), where xx indicates the CVP version.

1) CVP server (Any physical machine running call /VXML server)

2) Reporting Server

3) Lab License (NPS)

4) Call Director

5) Call Studio

Please note that there is no upgrade license required for self-service ports (whether

primary or redundant).

The process to upgrade and deploy the CVP license 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=)

3) Select the delivery mode (Physical or electronic)

4) Choose the appropriate numbers of CVP upgrade licenses required. (Note: You will

need one such license for each machine where CVP Call/VXML server, Reporting server,

NPS or a Call director is installed. E.g. If you have 1 call server, 4 VXML servers, 1

reporting server and 1 NPS (lab server), then you should order 7 quantity of CVP-11-

PRD-UP= license, if upgrading all these components to release 11.0).

http://www.cisco.com/c/en/us/support/customer-collaboration/unified-customer-voice-portal/products-installation-guides-list.htmlhttp://www.cisco.com/c/en/us/support/customer-collaboration/unified-customer-voice-portal/products-installation-guides-list.htmlhttp://www.cisco.com/c/en/us/support/customer-collaboration/unified-customer-voice-portal/products-installation-guides-list.html


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5) When an order is placed on PUT, customer receives PAKs and they can generate

licenses on www.cisco.com/go/license.

6) Generate upgrade license using these PAK.

7) After Installing or upgrading the CVP server/reporting server (as the case may be),

copy the original license and deploy the upgrade license on top of it. This will allow you torun the server on upgraded software. (Refer “Upgrading a License from an Earlier

Release” section in CVP Install and upgrade Guide” for more details.)

3.2.5 Customer Collaboration Upgrade Offer

This section describes the Customer Collaboration Upgrade Offer which is scheduled to

expire on July 30, 2016. This offer is for CVP customers who want to upgrade to an

available major 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-

year 1Service Contract. The Customer Collaboration Upgrade Offer is also available for

Contact Center Enterprise (see section 5.3.2).

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:

Ports and redundant ports

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.

1 One year SWSS contract allowed for customers who cannot legally buy 3-year contracts.

http://www.cisco.com/go/licensehttp://www.cisco.com/go/licensehttp://www.cisco.com/go/licensehttp://www.cisco.com/go/license


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3.2.6 Product number summary tables

This section contains a summary table with all Unified CVP product number and

applicable maintenance items.CVP 11.X Part Numbers

Product Numbers Description

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-RED-ADD CVP 11.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




Customer Collaboration Upgrade Offer

CC-UPG-BUNDLE Customer Collaboration Upgrade Offer $0

L-CVP-UPG CVP Upgrade $0

CVP-11PTSUPG CVP 11.0 Port License upgrade $235

CVP-11REDPTSUPG CVP 11.0 Redundant Ports upgrade $60

L-CVP-11x-SRVUPG CVP 11.x server upgrade $60

L-CVP-11x-STUUPG CVP 11.x Studio upgrade $1650

L-CVP-11x-CCUPG CVP Call Control Upgrade 11.x $75

L-CVP-11x-CCSRVUP CVP 11.x Call Control Server Upgrade $10

CVP 10.X Part Numbers

Product Numbers Description List Price


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($US)

Unified CVP Top Level Part Number

CVP-10.X CVP 10.X N/A

Unified CVP Ports and redundant Ports

CVP-10-SERVER-SWCVP 10.0 Server Software $200



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




Customer Collaboration Upgrade Offer

CC-UPG-BUNDLE Customer Collaboration Upgrade Offer $0

L-CVP-UPG CVP Upgrade $0

L-CVP-1PTSUPG CVP 10.0 Port License upgrade $235

L-CVP-1REDPTSUPG CVP 10.0 Redundant Ports upgrade $60

L-CVP-10x-SRVUPG CVP 10.x server upgrade $60

L-CVP-10x-STUUPG CVP 10.x Studio upgrade $1650

L-CVP-10x-CCUPG CVP Call Control Upgrade $75

L-CVP-10x-CCSRVUP CVP 10.x Call Control Server Upgrade $10

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 [email protected] prior to purchase or deployment.



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3.2.7 Unified CVP Components Licensing

Unified CVP licenses consist of Unified CVP Port Licenses, Unified Redundant Port

Licenses, Unified CVP Server Licenses, Unified CVP Call Director Server Licenses, and

Unified CVP Call Studio Licenses.

Each Unified CVP Port license provides the use of the VXML Server for self-service andinteractions with Unified ICM for queuing/simple prompt-and-collect as well as call control

during agent transfers for a single call. Each port is bundled with one quantity of

redundant port. The redundant CVP port licenses are for use on redundant CVP call/

VXML Servers for high availability purpose.

Server licenses must be ordered for every server (for example, Unified CVP Call Server,

CVP VXML Server, or CVP redundant call/ VXML Server) that will host Unified CVP

software with the exception of the Reporting and Operations Server. CVP Reporting

Server requires a separate license and CVP Operation Server does not need a server

license to operate.

In addition to Unified CVP server licenses, Call Director server licenses are available.Call Director Server licenses provide the ability to perform call control wi

Documents

Cisco Customer Contact Solutions Ordering Guide