license confusions - cms and definity

[helpdesk2005]

hello everyone. I am not getting the answer that i need from avaya tech support so i thought that i'd give this forum a try. Either avaya doesn't even know their own products or they are just confused and in the process confused the heck out of me too.

What i need to know is how many types/different licenses do i need if i am expanding the number of agents that will be logging into the system and be monitored by cms.

the "logged in acd agents" what is that used for? is that how many agents/phones can log in at the same time into the definity? or is that the number of agents that can be logged into the phones at one time using their cms ids? or is it the number of simultaneous agents that can be monitored at one time?

avaya told me that that number should match that of the one of number of agent login/logouts in cms but that total in cms is 500 000 (i am running a couple of s8700 servers) and my total number of acd logged in agents is 400. What doesn't make sense here is that in our callcenters at the peak point we have over 500 agents logged into the phones and being monitored by cms so if i only have 400 logged in acd agents then that makes no sense to me at all.

I am more confused than ever now that avaya has tried to help. Can anyone of you folks make this clearer or clear the confusion here. Thanks. (I'm also being tasked with buying licenses so if you guys do the ordering as well pricing will help me out as well). Thank you for all your help in advance.

 

[4merAvaya]

The Display Capacity table shows what is authorized in the switch. In the table below I have RTU for 62 agents (Logged-In ACD Agents). I am using 54 out of the 62 for voice mail and IVR ports. 6 ports for voice mail logged-in and 25 ports for IVR logged-in. I have 23 IVR agent ports busied out (6 + 24 + 24 = 54).

My switch is a G3siV9.5. The G3si has a maximum capacity of 500 agents.
System
Used Available Limit
-----------------------
HUNT GROUPS, SPLITS, OR SKILLS
Groups/Splits/Skills: 25 74 99
Administered Logical Agents: 67 1433 1500
Admin.Logical Agent-Skill Pairs: 68 5932 6000
Logged-In ACD Agents: 54 8 62
Logged-In CentreVu Advocate Agents: 0 62 62
Logged-In IP Softphone Agents: 0 30 30
Group Members Per System: 31 969 1000
CMS Measured ACD Members: 31 469 500

CMS is licensed separately. If you log into the CMS as root and do 'cmssvc' and choose item 1 (authorization) the CMS will display the current purchased capacity. For older CMS systems you have to take the Maximum number of split/skill members and divide by 20 (skills/agent) to get the number of authorized agents.

Enter choice (1-12) or q to quit: 1
Version purchased: R3V11

Capability/Capacity Authorization
------------------- -------------
vectoring authorized
forecasting not authorized
graphics authorized
external call history not authorized
expert agent selection authorized
external application not authorized
global dictionary/ACD groups not authorized
Avaya CMS Supervisor authorized
Avaya Report Designer authorized
Maximum number of split/skill members 1500
Maximum number of ACDs 2
Simultaneous Avaya CMS Supervisor logins 5
Number of authorized agents (RTU) 75

Kevin

 

[nohuhu]

helpdesk2005,

the "logged-in acd agents" license reflects the number of agent login-ids you can create in your switch. the same amount can be logged-in simultaneously. to function properly, cms should have the same or greater amount of authorized agent rtus. don't confuse this number with agent/skill pair number, which is the maximum monitored amount of real agent/skill pairs. considering that newer (r12) call centers have maximum of 60 skills per agent, this number can be quite high.
to be precise, please show your 'disp sys cust' pages 6 and 7 and the output of 'cmssvc' command on the cms, disp_auth point.

 

[helpdesk2005]

dwalin here are my capactities i am running a r3v11:


USED
Logged-In ACD Agents: 500 3
Logged-In Advocate Agents: 0 0
Logged-In IP Softphone Agents: 5 0


Basic Call Setup? y
Basic Supplementary Services? n
Centralized Attendant? n
Interworking with DCS? n
Supplementary Services with Rerouting? n
Transfer into QSIG Voice Mail? n
Value-Added (VALU)? n

===========================================================

cms: r3v11 (having trouble cutting and pasting so i will just paste what i think you are looking for)

maximum number of split/skill members: 8000
maximum number of acds: 1
simultaneour avaya cms supervisor logins: 30
number of authorized agents (RTU): 400

==========================================================

4meravaya: - so if i have 10 ports assigned to audix does that mean that i should always set aside 10 ports out of the 400 that i'm guessing i have here?

What i basically need to know gentlemen is what do i currently have and what do i need to purchase if any. I am estimating and gunning for say about 700 agents logged in at the same time at peak point. Do i have enough cms licenses (agent ids) for them to log in the phone with - is that even licensed or is it an open sort of feature and will i be able to completely monitor and report on these 700 in cms or will i run into issues with licenses. Finally i was using a version 6 or a bit higher could be 8 or 9 where i ran into this logged in (not sure if it was acd agents or not) but it was something having to do with "logged in" licenses and i could not have any more phoens logged in due to this limit.

That is what has me freaked out since i don't want to run into this same issue. We are growing at a rapid rate and being avaya/pbx admins like myself i am sure you guys can understand and appreciate my concern thanks for all your help in trying to clear this up by the way.

4meravaya - i have been trying to set ivr on my switch but never got around to it...do you know of any faq's or how-to do files/sites where i can get this from?

thanks guys.

 

[nohuhu]

helpdesk2005,

now the picture is clear. on the switch, you have 500 rtus for agents so you can have maximum of 500 agent login-ids set up in the system AND you can have 500 agents logged in simultaneously. on the other hand, in the cms you have 400 agent rtus so you can enter only 400 agent records in cms dictionary AND you can monitor and otherwise get any statistical data only for 400 out of 500 agents. mind that acd is based on the switch and cms is completely different piece of hardware and software and they don't depend on each other too much. the cms itself won't determine which hunt groups and/or agents it has to monitor, you should decide it yourself and turn 'external' or 'both' type of measuring on the object (hunt group, vdn, trunk, whatever). only then the switch will send any data on this object to the cms. so the essence of this is you don't have to cover ALL of your acd groups, devices and so on with cms licenses, only those you really need to monitor. i.e. if you don't turn on data gathering on your audix group, it won't require any licenses on the cms.
so if you want to run and monitor 700 agents, you should purchase another 200 agent licenses for the switch itself and 300 agent licenses for the cms.

mind that if you have at least call center deluxe package, you also have bcms and vustats, which are probably more than enough to gather statistical data on non-business critical objects such as audix, different non-acd hunt groups and/or ivr.

i hope i clarified the topic a bit.

 

[helpdesk2005]

dwalin,

that's the thing that does not make sense - speaking to my operations manager they tell me that they have more than 500 agents logged in at the same time taking calls. Does this matter if it is inbound or outbound or they all use a license if they are to be monitored in cms?
So with what you and the operations manager are saying then i can only have 500 agents logged into the pbx at one time with only 400 agents being monitored by cms? but like i was saying the ops manager is saying we have more than 500 - close to 600 agents logged in at peak time. Does this make sense? i'm totally new to cms - what is the dictionary used for? is that to make groups and assign user to different skills and stuff?
you said that i need a license to monitor a split - i see that option there that's fine. i will go back and see if there is an option to monitor an agent or not - i thought that was turned on by default with no way to turn off monitoring. I will go in and check that in the system.
I am getting nearer to having this pictured cleared up i guess...i originally understood the licenses the way you mentioned but with what my ops manager is saying it doesn't make sense - don't you agree? thanks.

 

[lopes1211]

You can have as many ID's as you want. Only 500 can be logged in at once regardless of measurement. Only 400 can be logged into CMS Measured skills. If ever skill is measured, you are stuck at 400 agents until you increase RTU in the CMS by 100.

Also, you cannot have some member of a skill measure and some not. When you hit the 400 measured limit, the 401st will not be able to login. They would be able to login to an unmeasured skill however.

-CL