IC Licensing. Technical Reference. Interactive Intelligence Customer Interaction Center (CIC) 2017 R4

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1 IC Licensing Technical Reference Interactive Intelligence Customer Interaction Center (CIC) 2017 R4 Last updated April 28, 2017 (See Change Log for summary of changes.) Abstract This document describes the system management for licensing Interactive Intelligence products. It includes steps for managing license information using the Interactive Intelligence License Management website and allocating licenses using Interaction Administrator. Interactive Intelligence, Inc Interactive Way Indianapolis, Indiana Telephone/Fax (317)

2 Copyright and Trademark Information Interactive Intelligence, Interactive Intelligence Customer Interaction Center, Interaction Administrator, Interaction Attendant, Interaction Client, Interaction Designer, Interaction Tracker, Interaction Recorder, Interaction Mobile Office, Interaction Center Platform, Interaction Monitor, Interaction Optimizer, and the Spirograph logo design are registered trademarks of Interactive Intelligence, Inc. Customer Interaction Center, EIC, Interaction Fax Viewer, Interaction Server, ION, Interaction Voic Player, Interactive Update, Interaction Supervisor, Interaction Migrator, and Interaction Screen Recorder are trademarks of Interactive Intelligence, Inc. The foregoing products are Interactive Intelligence, Inc. All rights reserved. Interaction Dialer and Interaction Scripter are registered trademarks of Interactive Intelligence, Inc. The foregoing products are Interactive Intelligence, Inc. All rights reserved. Messaging Interaction Center and MIC are trademarks of Interactive Intelligence, Inc. The foregoing products are Interactive Intelligence, Inc. All rights reserved. Interaction Director is a registered trademark of Interactive Intelligence, Inc. e-faq Knowledge Manager and Interaction Marquee are trademarks of Interactive Intelligence, Inc. The foregoing products are Interactive Intelligence, Inc. All rights reserved. Interaction Conference is a trademark of Interactive Intelligence, Inc. The foregoing products are Interactive Intelligence, Inc. All rights reserved. Interaction SIP Proxy and Interaction EasyScripter are trademarks of Interactive Intelligence, Inc. The foregoing products are Interactive Intelligence, Inc. All rights reserved. Interaction Gateway is a registered trademark of Interactive Intelligence, Inc. Interaction Media Server is a trademark of Interactive Intelligence, Inc. The foregoing products are Interactive Intelligence, Inc. All rights reserved. Interaction Desktop is a trademark of Interactive Intelligence, Inc. The foregoing products are Interactive Intelligence, Inc. All rights reserved. Interaction Process Automation, Deliberately Innovative, Interaction Feedback, and Interaction SIP Station are registered trademarks of Interactive Intelligence, Inc. The foregoing products are Interactive Intelligence, Inc. All rights reserved. Interaction Analyzer is a registered trademark of Interactive Intelligence, Inc. Interaction Web Portal and IPA are trademarks of Interactive Intelligence, Inc. The foregoing products are Interactive Intelligence, Inc. All rights reserved. Spotability is a trademark of Interactive Intelligence, Inc All rights reserved. Interaction Edge, CaaS Quick Spin, Interactive Intelligence Marketplace, Interaction SIP Bridge, and Interaction Mobilizer are registered trademarks of Interactive Intelligence, Inc. Interactive Intelligence Communications as a Service and Interactive Intelligence CaaS are trademarks or service marks of Interactive Intelligence, Inc. The foregoing products are Interactive Intelligence, Inc. All rights reserved. Interaction Speech Recognition and Interaction Quality Manager are registered trademarks of Interactive Intelligence, Inc. Bay Bridge Decisions and Interaction Script Builder are trademarks of Interactive Intelligence, Inc. The foregoing products are Interactive Intelligence, Inc. All rights reserved. Interaction Collector is a registered trademark of Interactive Intelligence, Inc. Interaction Decisions is a trademark of Interactive Intelligence, Inc. The foregoing products are Interactive Intelligence, Inc. All rights reserved. Interactive Intelligence Bridge Server and Interaction Connect are trademarks of Interactive Intelligence, Inc. The foregoing products are Interactive Intelligence, Inc. All rights reserved. The verypdf product is verypdf, Inc. All rights reserved. This product includes software licensed under the Common Development and Distribution License (6/24/2009). We hereby agree to indemnify the Initial Developer and every Contributor of the software licensed under the Common Development and Distribution License (6/24/2009) for any liability incurred by the Initial Developer or such Contributor as a result of any such terms we offer. The source code for the included software may be found at A database is incorporated in this software which is derived from a database licensed from Hexasoft Development Sdn. Bhd. ("HDSB"). All software and technologies used by HDSB are the properties of HDSB or its software suppliers and are protected by Malaysian and international copyright laws. No warranty is provided that the Databases are free of defects, or fit for a particular purpose. HDSB shall not be liable for any damages suffered by the Licensee or any third party resulting from use of the Databases. Other brand and/or product names referenced in this document are the trademarks or registered trademarks of their respective companies. DISCLAIMER INTERACTIVE INTELLIGENCE (INTERACTIVE) HAS NO RESPONSIBILITY UNDER WARRANTY, INDEMNIFICATION OR OTHERWISE, FOR MODIFICATION OR CUSTOMIZATION OF ANY INTERACTIVE SOFTWARE BY INTERACTIVE, CUSTOMER OR ANY THIRD PARTY EVEN IF SUCH CUSTOMIZATION AND/OR MODIFICATION IS DONE USING INTERACTIVE TOOLS, TRAINING OR METHODS DOCUMENTED BY INTERACTIVE. Interactive Intelligence, Inc Interactive Way Indianapolis, Indiana Telephone/Fax (317) IC Licensing Technical Reference 2

3 Table of Contents Introduction...6 Customer Interaction Center licensing...6 New CIC distribution model and the CIC license... 6 License management website... 7 License Management in Interaction Administrator... 8 Anniversary date and licensing behavior... 8 License overview License types New and discontinued licenses Virtualized Interaction Media Server License allocation methods Using the Assignable license allocation method Rules for Assignable licenses Using the Concurrent license allocation method Rules for Concurrent licenses Server license types Access licenses Access licenses types Basic station license Client access license ACD access license Interaction Process Automation license Add-on and module access licenses CIC client licensing Access key for installing updates Access license key examples License allocation in Interaction Administrator Basic station license allocation Single station allocation Multiple station allocation Post-installation testing Post-migration verification Access license allocation IC Licensing Technical Reference 3

4 License management in Interaction Administrator Viewing license information Viewing feature information Loading licenses Remote station licensing Generating and downloading a new license Process overview Who can generate licenses Generating a production license Downloading the license file License validity Licensing in IC Setup Assistant Selecting your license file Configuring your Switchover servers Allocating licenses in IC Setup Assistant Licensing in Interaction Administrator Station licensing Allocating licenses to stations Allocating licenses when adding a station Allocating licenses when modifying a station Allocating licenses to stations through the Licenses Allocation container Configuring remote stations Dynamic remote client connections Dynamic remote station licensing Configured remote stations Configured remote station licensing SIP stations Completing post-installation certification testing User licensing Allocating licenses to users Allocating licenses when adding a user Allocating licenses when modifying a user Allocating licenses to users through the Licenses Allocation container ACD workgroup queues Notes for ACD Routing of Multimedia IC Licensing Technical Reference 4

5 Existing license update Product upgrade request Annual license re-registration Re-registering the license file Additional website tasks Viewing account summary Viewing account snapshot Viewing license activity Viewing aggregate activity License activity and aggregate license activity pages Searching for a license Viewing, downloading, updating, and deactivating licenses Certification Troubleshooting Appendix Appendix A: License warnings and behavior Change Log Index IC Licensing Technical Reference 5

6 Introduction Introduction Customer Interaction Center licensing Interactive Intelligence uses an application server license model. All product features are installed at once, and you decide when to activate them by allocating the licenses for them. A variety of license types offer you flexibility in developing new applications and performing trials on new functionality. If your environment has multiple servers, you must allocate the appropriate licenses for each server separately. Customer Interaction Center (CIC) supports two interaction management client applications. This documentation uses the term CIC client to refer to either Interaction Connect or Interaction Desktop. New CIC distribution model and the CIC license The CIC product suite has a new distribution model with new naming, faster release cycles, and higher quality. The new distribution model is based on the mainline continuous development of CIC 4.0, expressed in the 20## R# Patch# format. CIC 4.0 SU 6 was the last release using the older model. CIC 2015 R1 is first release of the new distribution model. For more information, see the Interactive Intelligence Product Information site at Patches.aspx. However, CIC licensing has not changed. A CIC 4.0 license is still required. New CIC 2015 R1 or later installations require a CIC 4.0 license. Existing CIC 4.0 installations do not require any changes to the CIC 4.0 license to upgrade to CIC 2015 R1 or later. IC Licensing Technical Reference 6

7 Introduction License management website You manage and configure your Customer Interaction Center (CIC) product licenses using the Interactive Intelligence License Management website at From the License Management webpage, you can: Manage Licenses Generate, inactivate, and view license history Request a Product Upgrade Start the process of upgrading your current version of Customer Interaction Center Note: See Product upgrade request in this document for important information regarding the CIC 4.0 GA release. View Software Legal Description View part numbers, and license and product definitions IC Licensing Technical Reference 7

8 Introduction License Management in Interaction Administrator In Interaction Administrator, you can view and allocate your available licenses. When you want to add a feature, you can simply allocate the appropriate license. You do not have to interrupt service or restart the system. As a result, you do not need to schedule downtime to add new features. Anniversary date and licensing behavior Interactive Intelligence strives to ensure that you have ample notice of the need to renew your license, so that there is no interruption in service. Your anniversary date is based on whichever of the following occurs first: The date you generate and download a production license for the first time The date you contact Support for the first time The date that falls six months after you make the first purchase for the account If none of the above has occurred, Not Set appears as your Anniversary Date on the License Management website. The conventional maintenance period expires one (1) year from your anniversary date. However, you can exercise a 3-year Prepay Agreement. The maintenance period for the 3-year Prepay Agreement expires three (3) years from the anniversary date. Non-ordered development licenses and trial licenses cease to function at the expiration dates. Ordered Development Licenses do not expire. Interactive Intelligence requests that you re-register the license file with Interactive Intelligence ninety (90) days before your anniversary date. Ninety (90) days before your anniversary date, a notice regarding license re-registration is sent to your reseller. Sixty (60) days before the anniversary date, you begin receiving reminders from Interaction Administrator of the need to re-register. IC Licensing Technical Reference 8

9 Introduction Thirty (30) days before the anniversary date, you receive a message regarding re-registration. Thirty (30) days past the anniversary date, the client pops at start-up with a message to reregister the license. Sixty (60) days past the anniversary date, the client pops every hour with a message regarding license re-registration. For information on how to re-register your license file, see Re-registering the license in this document. For specific details on warnings and behavior for licenses, see Appendix A: License warnings and behavior in this document. IC Licensing Technical Reference 9

10 License Overview License overview License types The following table describes the available types of licenses. License Type Engine Feature Hardware Session Station Access Description A license which controls the amount of system resource used to deliver a given system capability A license applied to a server or the system as a whole which enables a capability A license for hardware intended to support customer systems including servers, gateways, phones, headsets, and related components A license which allows a connection with the system for a defined purpose. Concurrent sessions control the maximum number of connections that can occur at one time. Time-based sessions control the maximum number of connections that can occur during a given time interval. Only Interaction Mobilizer licenses are time-based. All other session licenses are of the concurrent type. A license which allows a physical or virtual endpoint to connect with the system and use some set of capabilities A license assigned to either a user or a station which allows that user or station to use a specific set of capabilities of the system. A standard access license is consumed when assigned to the user or station and released when removed from the user or station. A concurrent access license is consumed when the user logs into the system and released when the user logs out of the system. Education A license for instructional course(s) which may be instructor-led, role-based, e- learning, and/or certification/re-certification related Documentation Services Tenant Development A license for documentation resources intended to guide users or serve as a reference for the configuration or use of system capabilities A license for services as provided and identified in connection with a Statement of Work (SOW) referencing the licensing agreement and executed by the parties A license which allows system capability to be sub-divided into smaller groups or partitions and then assigned as appropriate. Only certain Interaction Web Portal licenses are of this type. A license or bundle of licenses which allows the creation of a development or test environment. This license type is not allowed for use in a production environment. IC Licensing Technical Reference 10

11 License Overview License Type Disaster Recovery Third-party Software or Service Description A license which is used as part of a Disaster Recovery (DR) System. A DR license can only be purchased as part of or after the purchase of the related production license. The number of licenses purchased for a DR system should not exceed the total number of related production licenses purchased. A license for software or a service offering from a third party. New and discontinued licenses In CIC, new licenses have been added and some have been discontinued. For more information, see the CIC 4.0 License Upgrade Guide on the Interactive Intelligence Product Information site at Virtualized Interaction Media Server Many components of the Customer Interaction Center are supported as virtual machines on a hypervisor host. However, because of the importance of processing real-time communications, and the variability of performance and capabilities introduced with hypervisors, Interactive Intelligence does not advocate or support usage of Interaction Media Server as a virtual machine in a production environment. You are allowed to install Interaction Media Server as virtual machines in hypervisors using the Software-Only license. However, Interactive Intelligence will not provide technical support for virtual Interaction Media Servers should you encounter problems. For more information, see the IC Virtualization Technical Reference in the CIC Documentation Library. License allocation methods There are now two license allocation methods in CIC: Assignable and Concurrent. The Assignable license allocation method is continued from previous versions of CIC. The Concurrent license allocation method is new for CIC. For a single system you can allocate both Assigned and Concurrent licenses. However, all licenses for a specific user must be allocated as either Assigned or Concurrent. Using the Assignable license allocation method The Assignable license method allows you to allocate licenses to users or stations. Note: The Basic Station license can only be allocated to stations. Rules for Assignable licenses The rules for Assignable licenses are: IC Licensing Technical Reference 11

12 License Overview When you allocate an assignable license to a user, the user immediately acquires the license, independent of whether the user is logged on. If the user logs on to another computer, the user is logged off from the previous computer. Removing the license from the user or deleting the user releases the acquired Assignable license. When you allocate an assignable license to a station, the station immediately acquires the license, independent of whether a user is logged on to that station. Removing the license from the station or deleting the station releases the acquired Assignable license. Licenses for stations can only be configured as Assignable. Using the Concurrent license allocation method The Concurrent license allocation method allows you to allocate licenses only to users. It is based on the number of simultaneous users accessing a feature or function. In the Concurrent license model, the license still gets configured through the Interaction Administrative interface. However, the license is not allocated until the user logs on to their application. CIC maintains a list of users, a list of licenses available, and a list of licenses in use. The Concurrent license allocation method offers: Flexibility and easier administration Automatic reallocation of licenses based on shift changes Reduction in license counts and management Note: With a Concurrent license, the system allocates all of the licenses for a user when the corresponding product modules are loaded. For example, suppose a user has three licenses: Recorder, Supervisor, and Optimizer. When the customer opens the Optimizer screen, all three licenses are allocated for the user even though the user is opening only one of the modules. IC Licensing Technical Reference 12

13 License Overview Rules for Concurrent licenses The rules for Concurrent licenses are: A user who logs on to a client application with a license that is configured as Concurrent acquires a Concurrent license. When the user logs off, the acquired Concurrent license is released. If the user logs on to another computer, the user is logged off from the previous computer. If a user acquires a license and that license is being reacquired for that same user (by any application on any computer), the previously acquired license is used. The license count is not increased. Licenses for stations cannot be configured as Concurrent. Server license types Interactive Intelligence uses Server license types which indicate whether a server is a production server or another type of server. The license type also dictates expiration behavior, production behavior, or system re-registration behavior. The following table describes the available server license types. License Type e-faq Production Evaluation Media Server Multi-site Administration Non-ordered Development Ordered Development Production Switchover Description This license type provides an e-faq only production license. This license is used for evaluation purposes, which are small configurations that are purchased. Additional components cannot be added to the pre-defined configuration for this license. This license type provides a Media Server License. Multi-site Administration licenses are used in production environments. Re-registration is required after one year. A small non-ordered development license is automatically included at no cost when ordering a Basic or Intermediate Production Server. The license is generated and available for download via License Management. A small non-ordered development license includes all Feature Licenses and Access and Sessions licenses (8 of each). Interactions are disconnected hourly. A large non-ordered development license is automatically included at no cost when ordering an Advanced Production Server. The license is generated and available for download via License Management. A large non-ordered development license includes all Feature Licenses and Access and Sessions licenses (30 of each). Interactions are disconnected hourly. A small ordered development license can be ordered by customers if they require an additional server for development purposes. A small ordered development license includes all Feature Licenses as well as Access and Sessions licenses (8 of each). This license is active for one year. Interactions are disconnected hourly. A large ordered development license can be ordered by customers if they require an additional server for development purposes. A large ordered development license includes all Feature Licenses as well as Access and Sessions licenses (30 of each). This license is active for one year. Interactions are disconnected hourly. This license is used in a production environment, allowing the usage of all purchased features. Production licensed servers request re-registration after one year. This license is used in a production environment on a backup system. Switchover licensed servers request re-registration after one year. Note: Production licenses include information for both IC servers in a Switchover pair. This single license file can be applied to both computers. Information on how to generate, apply, and update your license file are found later in this document. IC Licensing Technical Reference 13

14 License Overview License Type Trial Trial System Description This license is used for trial purposes. It expires after 60 days. You can add components to the license. This license allows existing customers to deploy into production as a trial, product they do not already own. Additional licenses such as disaster recovery, load test, and training licenses are also available. For specific details on warnings and behavior for licenses, see Appendix A: License warnings and behavior in this document. Access licenses Interactive Intelligence provides expanded flexibility in how you apply features to stations and users. Access licenses can be accessed from a user license (Assigned or Concurrent) or from a station license. For example, if there are multiple shifts at a site, you can use station licenses. Alternately, if you have users such as sales or business managers who move around from place to place, you can use user licenses. Access licenses can be allocated to stations in a new installation when running IC Setup Assistant during station configuration, using the Add Stations Assistant in the Station Licenses dialog box. Access licenses can also be allocated during post-installation in Interaction Administrator: In the Stations container, either when configuring stations in Add Stations Assistant in the Station Licenses dialog box In the Station Configuration dialog box on the Licensing page. See Allocating licenses to stations in this document. All workstations and configured remote stations must have a Basic Station license allocated to activate station audio. If you save a station configuration that has been enabled but does not have the Basic Station license allocated, a message appears. It tells you that in order to activate the station, a Basic Station license is needed. Use Interaction Administrator to allocate Access licenses to a user after IC server installation. Note: We recommend allocating Access licenses to both stations and users at the same time, so you can balance the threshold of the license using the License Allocation container. For more information about the License Allocation container, see IC Licensing Technical Reference 14

15 License Overview License allocation in Interaction Administrator in this document. IC Licensing Technical Reference 15

16 License Overview Access licenses types The Access license types are: Basic Station license (station only) Client Access license (user or station) ACD Access license (user or station) Interaction Process Automation license (user or station) Add-on and Module Access licenses (user or station) Basic station license The Basic Station license enables station audio for a phone device or for the SIP soft phone on a client workstation. The following applies to Basic Station licensing: All active stations require a Basic Station license. Without one, the station does not have a dial tone or audio. Note: A non-audio station (for example, fax machine) can be used for non-audio interactions. Workstations, Managed Workstations, Stand-alone Fax, Stand-alone Phone, and Remote stations must be allocated a Basic Station license. Remote stations must be allocated a Basic Station license. Dynamic Remote stations, where you provide just a phone number, are automatically allocated a Basic Station license by CIC if any are available. A Basic Station license cannot be configured as Concurrent. A Basic Station license cannot be allocated to users. For more information, see IC Licensing Technical Reference 16

17 License Overview Basic station license allocation in this document. Client access license The Client Access license enables the client functionality of the CIC client. The features are licensed by user or station, or both. Without this license allocation, the CIC client cannot run on the station. If a user logs on to a remote station, that station also needs to acquire a Client Access license. If a user logs on to a dynamic remote station uses a remote phone number to log on to a CIC client no Client Access license is needed. ACD access license ACD features are licensed by user, by station, or by both. Without this license allocation, ACD is not active on the station. The ACD features are: Media 1, allows for one interaction type Media 2, allows for two interaction types Media 3, allows for multiple interaction types The interaction types include Call/Callback, Chat, , and Generic. Interaction Process Automation license This license allows IPA access. There are four types of Interaction Process Automation (IPA) license types: Direct Routed Work Items Group Routed Work Items Process Monitor (user license only) Process Designer (user license only) For more information about this topic, see the Interaction Administrator Help. Add-on and module access licenses You can purchase add-on and module licenses as a package or individually to expand system features and functionality. The following table describes the available add-on and module licenses. License Interaction Analyzer Access Interaction Client Operator Add-On Interaction Client Outlook Add-In Interaction Dialer Add-On Interaction Feedback Access Description This license enables real-time word/phrase spotting on CIC calls being recorded with Interaction Recorder. Requires the Interaction Analyzer Real Time Server, Interaction Recorder server, and Interaction Recorder add-on access licenses. This license provides the ability to use operator add-on features in CIC. This license provides the ability to use Outlook add-on features in CIC. This license adds the ability for a user to take calls managed by Interaction Dialer. This license provides the ability for a user to have a survey applied to an interaction in which they were a participant or to launch the Interaction Feedback module in IC Business Manager. IC Licensing Technical Reference 17

18 License Overview License Interaction Optimizer Access Realtime Adherence Interaction Optimizer Client Access Interaction Optimizer Real-time Adherence Tracking Interaction Optimizer Schedulable Interaction Quality Manager Interaction Recorder Access Interaction Recorder Client Access Interaction Recorder Extreme Query Interaction Scripter Interaction Supervisor ipad Edition Interaction Supervisor Plug-in: Historical Reporting Interaction Supervisor Plug-In: Interaction Dialer Interaction Supervisor Plug-In: Reporting Assistant Interaction Supervisor Plug-In: System Status Interaction Supervisor Plug-In: Workgroup Interaction Tracker Access Salesforce Business User Salesforce Standard User Description This license provides access for viewing real-time adherence events in multiple applications (for example, IC Business Manager, Interaction Desktop. and Interaction Supervisor). This license provides access for viewing individual schedules and submitting time-off request in Interaction Desktop. This license provides the ability to calculate and log real-time adherence and actual schedule worked for a user. This license provides the ability to schedule an agent. This license provides users with the ability to create questionnaires (quality evaluations), the ability to score Interaction Recorder s recorded interactions, and search for completed scorecards in IC Business Manager. This license provides the ability for a user to be recorded. Without this license, recordings will be encumbered. To access an encumbered recording, you must acquire a code from Support. For more information, refer to KB Article, How to Handle Encumbered Recordings. This license provides users with the ability to search for and play back recorded interactions in the Interaction Recorder module of IC Business Manager. This license provides access to Interaction Recorder Extreme Query Client so that a user can search and playback recorded calls and view Graph Data of search results. This license provides access to Interaction Scripter. This license provides access to Interaction Supervisor ipad Edition. This license provides access to Historical Reporting in IC Business Manager. This License provides access to Dialer views in IC Business Manager. This license provides access to Interaction Reporter in IC Business Manager. This license provides access to the System Status views in IC Business Manager (for example, Call Activity, License Statistics, Queues, Session Manager, System Graph, and System Statistics). This license provides access to Agents and Workgroups views in IC Business Manager (for example, Agent Details, Agent Graph, Agent or Workgroup Queue, Agent Overview, Workgroup Details, Workgroup Directory, Workgroup Graph, Workgroup Overview, and Workgroup Statistics). This license provides access to Tracker menu in CIC. This license provides access to Salesforce as a business user. This license provides access to Salesforce as a standard user. IC Licensing Technical Reference 18

19 License Overview CIC client licensing CIC client licensing affects the way a user accesses a client workstation. A CIC client user can only log on to one station on one computer at a time. To run the CIC client on a workstation: The station the user logs on to must have a Basic Station license allocated and available. Either the user or the station must have a Client Access license or ACD Access license allocated and available. When a user logs on to a specified station, that user exclusively acquires all the licenses available to that station while the user is logged on to the station. When the user logs off, those licenses become available for the next user who logs on to that station. A user can log on through a Dynamic Remote station by using a remote phone number to log on to the CIC client. However, if the Basic Station license threshold has been reached, the station may not be immediately available. Although no station is associated to the user in this situation, the system attempts to acquire a Basic Station license for the Dynamic Remote station. Therefore, this logon affects the Basic Station license usage count. Access key for installing updates Note: While you are paying maintenance, you can use the I3_FEATURE_SU_ALLOWED access key to install updates. Access license key examples The following table provides examples of keys in the license file that apply to a user or station. Access Licenses 4.0 Part Number Number of Assigned Licenses Number of Pooled Licenses Description 4.0 Key SW AL Basic Station I3_LICENSE_BASIC_STATION (1) SW AL Business Client I3_LICENSE_BASIC_STATION (1) I3_ACCESS_CLIENT (1) SW AL Phone-only Call Center I3_LICENSE_BASIC_STATION (1) I3_ACCESS_ACD_MEDIA_1 (1) SW AL Contact Center Level 1 Access Add-on Licenses I3_LICENSE_BASIC_STATION (1) I3_ACCESS_CLIENT (1) I3_ACCESS_ACD_MEDIA_1 (1) 4.0 Part Number Number of Assigned Licenses Number of Pooled Licenses Description 4.0 Key SW AA Interaction Supervisor Add-on I3_ACCESS_DIALER_SUPERVISOR_PLUGIN (1) I3_ACCESS_WORKGROUP_SUPERVISOR_PLUGIN (1) I3_ACCESS_HISTORICAL_REPORT_SUPERVISOR_PLUGIN (1) IC Licensing Technical Reference 19

20 License Overview Access Licenses 4.0 Part Number Number of Assigned Licenses Number of Pooled Licenses Description 4.0 Key SW AA Interaction Scripter Add-on SW AA Interaction Report Assistant I3_ACCESS_INTERACTION_SCRIPTER_ADDON (1) I3_ACCESS_REPORT_ASSISTANT_SUPERVISOR_PLUGIN (1) IC Licensing Technical Reference 20

21 License Overview License allocation in Interaction Administrator In Interaction Administrator, you can access the Licenses Allocation container to view Access license information and allocate Access licenses to users and stations. Allocation of Basic Station licenses differs somewhat from allocation of all other Access Licenses so it is discussed separately. The following table displays the information that is displayed for each license. User Interface Box Name Assignable Allowed Assignable Configured Concurrent Allowed Concurrent Configured Concurrent In Use Notes Description Name of the license Number of Assignable licenses purchased Number of Assignable licenses assigned to users or stations Number of Concurrent licenses purchased Number of Concurrent licenses assigned to users Number of Concurrent licenses currently in use Message that displays if the count exceeds the number of licenses available IC Licensing Technical Reference 21

22 License Overview Basic station license allocation Basic Station licenses can be allocated to stations: During a new installation when running IC Setup Assistant. Tip: It is recommended that you allocate the Basic Station license during a new installation. After installation in Interaction Administrator, when adding a station through the Stations container. After installation in Interaction Administrator when modifying a station through the Stations container. IC Licensing Technical Reference 22

23 License Overview After installation in Interaction Administrator in the License Configuration dialog box when allocating licenses through the Licenses Allocation container. Single station allocation You can allocate the Basic Station license one station at a time through the Station container. For example, in the right pane of the Stations container, double-click the station name to display the Station Configuration dialog box. Click the Licensing tab, select the Basic Station License check box, and click OK. IC Licensing Technical Reference 23

24 License Overview Multiple station allocation You can also allocate the Basic Station license to multiple stations at once through the License Allocation container. For example, in the right pane of the Licenses Allocation container, doubleclick Basic Station to display the License Configuration Basic Station dialog box. You can now allocate the Basic Station license to multiple stations by adding the stations to the list box. IC Licensing Technical Reference 24

25 License Overview Post-installation testing For post-installation verification testing, allocate a Basic Station license to a station used to test outbound and inbound calls. For example, calls on a CIC client phone and calls on a client workstation. Post-migration verification The CIC 2.4/3.0 to CIC 2015 R1 or later migration package contains the tools and documentation to guide you through the process of migrating existing CIC 2.4/3.0 systems to CIC 2015 R1 or later. See the CIC 2.4/3.0 to CIC 2015 R1 and later migration package page on the Interactive Intelligence Product Information site at to download the latest versions of the migration tools and documentation. In a CIC migration, the IC server might attempt to allocate a Basic Station license to existing stations. We recommend that you review the Basic Station license allocation in Interaction Administrator after migration and adjust it as needed. IC Licensing Technical Reference 25

26 License Overview Access license allocation You can allocate Access licenses to a user or station on the License Configuration dialog box in the Licenses Allocation container. You can configure the licenses as either Assignable or Concurrent. For example, in the right pane of the Licenses Allocation container, double-click Client Access to display the Assignable page of the License Configuration Client Access dialog box. You can view and modify which users and stations are allocated to the license and configured as Assignable. You can also view the number of licenses that are Assignable and the number of licenses that are configured as Assignable. Use the Concurrent tab to view and modify which users are allocated to the license and configured as Concurrent, the number of licenses that are Concurrent, and the number of licenses that are configured as Concurrent. IC Licensing Technical Reference 26

27 License Overview Tip: You can add and delete users, workgroups, and stations allocated to the license as needed, while keeping within the License Threshold. This dialog box is especially useful when allocating an Access license because of the overview it provides of users, workgroups, and stations at the same time. Access to this information can save you time when determining availability of licenses for new staff or departmental changes, and in setting up newly purchased licenses that must be configured. If you have large quantities of items such as the CIC clients, or ACD and media level, you can quickly grant the license to a user, workgroup, or station. IC Licensing Technical Reference 27

28 License Overview License management in Interaction Administrator Viewing license information In Interaction Administrator, you can access the Licenses page of the License Management dialog box to view information about their licenses and track license compliance. To view license information: 1. On the File menu, click License Management. The License Management dialog box appears. 2. If the Licenses page is not already displayed, click the Licenses tab. Viewing feature information In Interaction Administrator, you can access the Features page of the License Management dialog box to view the features included with your licenses. To view feature information: 1. On the File menu, click License Management. The License Management dialog box appears. 2. If the Features page is not already displayed, click the Features tab. IC Licensing Technical Reference 28

29 License Overview Loading licenses The Load License feature in Interaction Administrator gives you the ability to update the license file while the system is in production. Additional seats or users can be added during typical working hours. Remote station licensing CIC supports two types of remote stations: Configured (static) Remote stations are defined in Interaction Administrator as Remote Station types, with a single remote phone number for all calls to the remote user s extension. These stations use a Basic Station license. If the Remote station is using a trunk, however, they do not require a session. Dynamic Remote stations allow traveling users to connect to the IC server and place or receive calls from any remote location. The system looks for an available Basic Station license to process Dynamic Remote station logons. If there are no available Basic Station licenses, the logon is rejected. For more information about this topic, see Configuring remote stations in this document. IC Licensing Technical Reference 29

30 New License Generation and Download Generating and downloading a new license Your license defines what product version, Server features, Basic Station and Access license components, more license components, and license quantities are included in your agreement. Before generating and downloading your license to your IC server, be sure that you have ordered your CIC product. Tip: Visit the Interactive Intelligence License Management website at at least two weeks before installing CIC to confirm your license information is correct. Having your license on your computer can save you time during the CIC installation process. Process overview After Interactive Intelligence processes your order and creates your company account, generate the license at the Interactive Intelligence License Management website at Then download it to the IC server. Who can generate licenses Only an individual who holds a current CIC Core Technology Certification for a product can generate a license it. You can obtain your license file from the Interactive Intelligence website, at partner employees can generate an unlimited number of 30-day non-ordered development licenses for any product and any configuration. IC Licensing Technical Reference 30

31 New License Generation and Download Generating a production license Note: CIC 4.0 Production licenses include information for both IC servers in a Switchover pair. This single license file can be applied to both computers. To generate and download a new license file to your IC server: 1. Ensure that you placed an order for a CIC production license with Interactive Intelligence Sales, and that Interactive Intelligence has processed the order and created your company account. 2. Access the Interactive Intelligence license website at 3. Click ININ CIC Products and log on using your Interactive Intelligence logon credentials. The Account Summary page appears. It shows a summary of all ordered items that are available to license for your account. IC Licensing Technical Reference 31

32 New License Generation and Download 4. Click New License. 5. Is the site for the new license listed in the Change Install Site list? If yes, select the site. If no, then click the manage sites link and add the site. Then select it in the Change Install Site list and continue with the next step. 6. Click CIC 4.0 License and then click Next. 7. Click Production License and then click Next. The New CIC 4.0 Production License page appears. IC Licensing Technical Reference 32

33 New License Generation and Download 8. In the Machine section, in the Host Id box, type the host ID of your IC server. Note: Interactive Intelligence licensing is based upon a Host ID for the IC server and Media Server, instead of the MAC address. (The Host ID is the code that uniquely identifies a server and is used to lock a license to that server.) Use the GetHostID utility program to generate the Host ID before installation. Download the program from the CIC 4.0 iso or from the Interactive Intelligence product information site at If the physical processor chips found on the IC server have different CPUID values, virtual machines hosted on the server randomly show different CPUIDs when a virtual session is started. Contact Interactive Intelligence Support to assist you with modifying your CIC Service License to accommodate this condition. Record and provide the following information to the representative: CPU1:D5 CPU2:F3. 9. In the Machine Name box, type the machine name where the license file will be downloaded. 10. In the System Type list, select Media Server Based. 11. In the Mail Connector list, select the type of Mail Connector in use. 12. In the Select One Valid Server Item section, select the server type for which to generate and download a license. Note: If you are licensed for a Switchover server, you are also prompted for information about the other server in the Switchover pair. If you do not have the information, select the Provide Switchover information at another time check box in the Select One Valid Server Item section. You can then proceed to generate a license for the single IC server. You can return to the licensing site later to generate a new license that includes both servers. IC Licensing Technical Reference 33

34 New License Generation and Download 13. If the Switchover Machine section appears and you have the information about the second server continue with steps 13 and 14. Otherwise skip to step In the Switchover Host ID box, type the Host ID for the MAC address of the network card on the second IC server in the Switchover pair. 15. In the Switchover Machine Name box, type the Machine Name for the second IC server in the Switchover pair. 16. In the Select One Valid Switchover Server Item section, select the Switchover server type for the second server in the pair. 17. In the Select Any Add-on Items section, select the add-on items you want to associate to this Server license. 18. Click Next at the bottom of the page. The license file is generated and the View License page appears. This page displays your license information, including Features, Licenses, and Ordered Items Used. The license file name is hostid.i3lic. Note: Trial bundle licenses and Add-on bundle licenses are not currently used in the License Management System. Downloading the license file After generating and viewing the license, download the license file to the IC server or a location accessible from the IC server. IC Licensing Technical Reference 34

35 New License Generation and Download To download the license file: 1. From the View License page, click the Click here to download this license hyperlink. 2. On the File Download dialog box, click Save. 3. On the Save As dialog box, click Save to accept the default file name of hostid.i3lic. IC Setup Assistant and other installations such as Language Packs require this CIC 4.0 license file. You are prompted for it when you install the Interaction Center server software. 4. When the download is complete, the Download Complete dialog box appears. Click Close. License validity Your new license is valid immediately when you download it. You can download this license as many times as you need. Tip: Make a backup copy of your downloaded license file. IC Licensing Technical Reference 35

36 Licensing in IC Setup Assistant Licensing in IC Setup Assistant During CIC installation, the IC Setup Assistant wizard allows you to configure the IC server. The IC Setup Assistant tasks applicable to licensing are: Selecting your license file Configuring your Switchover servers Allocating Access licenses to newly created stations For detailed information on IC Setup Assistant as it pertains to licensing, see Chapter 12: IC Setup Assistant in the IC Installation and Configuration Guide, available in the CIC Documentation Library. Selecting your license file IC Setup Assistant requires the valid CIC 4.0 license file you generated and downloaded from the Interactive Intelligence License website, as described in the Generating a production license and the Downloading the license sections of this document. By default, IC Setup Assistant looks in the \I3\IC directory for your license file (hostid.i3lic). If your license file is not located in this directory, browse to the appropriate directory. You must have an appropriate license for your version of CIC. Your license defines what version, server components, and quantities are included in your agreement. If you have any questions about your license or to resolve any licensing issues, contact your reseller. Configuring your Switchover servers If you are licensed for Switchover and you provided the information for the Switchover server when generating the new license, specify the same license file on each server when running IC Setup Assistant. IC Licensing Technical Reference 36

37 Licensing in IC Setup Assistant Allocating licenses in IC Setup Assistant We recommend that you allocate Basic Station licenses to the stations you create in IC Setup Assistant. You can also allocate Client Access and ACD Access licenses to the stations in IC Setup Assistant or you can wait until post-installation and allocate them in Interaction Administrator. For more information about this topic, see Station licensing in this document. IC Licensing Technical Reference 37

38 Licensing in Interaction Administrator Licensing in Interaction Administrator When all of the installations have been performed and the IC server has been restarted with CIC running as a service, you can use Interaction Administrator to allocate licenses. You allocate licenses to users, stations, or both. Station licensing All workstations and configured remote stations must have a Basic Station license allocated to activate station audio. If you save a station configuration that has been enabled but does not have the Basic Station license allocated, a message is displayed indicating the station will not be activated until a Basic Station license is allocated. Allocating licenses to stations You can allocate licenses to stations in Interaction Administrator: When adding a station through the Stations container When modifying an existing station through the Stations container When allocating licenses to stations through the Licenses Allocation container Allocating licenses when adding a station To allocate licenses when adding a station: 1. Click the Stations container and press the Insert key. 2. Provide a station name, station type, and station template and configure the station. The Licensing dialog box appears. IC Licensing Technical Reference 38

39 Licensing in Interaction Administrator 3. Provide the following information: License Option Licensed Machine Name Basic Station License Description Allows the station to be associated to a specific machine. Typically the Licensed Machine Name is the station name, but selecting the check box allows you to override this setting. The machine name cannot be a duplicate of an already Licensed Machine Name and it cannot be blank. Represents an audio path between CIC and a station. This license is not required, but without it the station does not have a dial tone or audio. A non-audio station may be used for non-audio interactions. Note: Remote stations must be allocated a Basic Station license. Client Access License ACD Access License Failure to have an ACD Access license allocated to a station prevents the station from being active in ACD calls. Runs an instance of the CIC client software. Without this license allocation, the CIC client cannot run on the station. Media 1 Media 2 Media 3 Plus Allows one interaction type at a specified time. Allows two interaction types at a specified time. Allows three or more interactions at a specified time. IC Licensing Technical Reference 39

40 Licensing in Interaction Administrator License Option IPA License Enable Licenses Additional Licenses Description Valid Interaction Types are: Call/Callback, Chat, , and Generic. Select this license if the station is an IPA station and then specify the license type. Valid IPA license types for a station are: Direct Routed Work Items Group Routed Work Items 4. Click Next to continue setting up the new station. For more information, see the Interaction Administrator Help. (I3_ACCESS_IPA_USER) Enables the station to start any process to which the station has rights. It also enables the station to receive Work Items that are directly routed to it. (I3_ACCESS_IPA_USER_ACD) Enables the station to receive Work Items that are either directly routed to it or a workgroup (similar to an ACD queue.) To activate the license settings, select this check box. If this check box is cleared, the system ignores the license settings in this dialog box. This option allows you to turn off licensing for a station, but keep the license settings. To allocate an additional license to the station, select the corresponding check box it. Only purchased licenses display in the list box. IC Licensing Technical Reference 40

41 Licensing in Interaction Administrator Allocating licenses when modifying a station To allocate licenses when modifying a station: 1. In the right pane of the Stations container, double-click the station for which to allocate a license. The Station Configuration dialog box appears. 2. Follow the instructions in step 3 in the Allocating licenses when adding a station section of this document. 3. After you provide the necessary information, click OK. Allocating licenses to stations through the Licenses Allocation container Station licenses can only be configured as Assignable. To allocate a license to a station through the Licenses Allocation container: 1. In the right pane of the Licenses Allocation container, double-click the license to allocate to a station. If You are allocating a Basic Station license Then The License Configuration dialog box appears. IC Licensing Technical Reference 41

42 Licensing in Interaction Administrator If Then You are allocating a non- Basic Station license The License Configuration dialog box appears as follows: 2. Next to the Station Name box, click Add to select the stations to which to allocate the Basic Station license. 3. Click OK when you are finished allocating the license. Note: For information about allocating licenses to users, see Allocating licenses to users through the Licenses Allocation container in this document. IC Licensing Technical Reference 42

43 Licensing in Interaction Administrator Configuring remote stations Dynamic and Configured (static) Remote station connections each serve a slightly different purpose, depending on the needs of the call center and of the remote agent. Both provide the same full functionality in the CIC client. Dynamic remote client connections Dynamic Remote stations allow traveling users to connect to the IC server and place or receive calls from any remote location. This feature provides maximum flexibility for users who work from multiple locations and receive calls to a single phone number. Dynamic Remote stations are not predefined station names configured in Interaction Administrator the telephone number given when the user starts the CIC client and logs on to the IC server is the Remote station. The IC server detects when the user is logged on and routes calls for that user s extension to the remote phone number. These Dynamic Remote stations do not appear in Interaction Administrator. However, for a remote user to use a Dynamic Remote station by entering a new phone number in the logon dialog box, that user must have the appropriate security rights granted in Interaction Administrator. You can associate licenses to users or stations. However, there is no way to associate Access license keys to Dynamic Remote stations. Therefore, apply Access licenses to users when using Dynamic Remote stations. An unused Basic Station license must be available when the user logs on for a Dynamic Remote station to be used. For example, if all Basic Station licenses are allocated to stations, no Dynamic Remote stations logons succeed. Dynamic remote station licensing Even though Dynamic Remote stations are not configured in Interaction Administrator, each Dynamic Remote station connection is counted toward the total number of station licenses purchased for your IC server. The number of current Dynamic Remote station connections is added to the number of configured stations, such as Remote stations, Workstations, and Standalone phones that are active to calculate the total number of active stations. If a remote user attempts to start the CIC client and log on to the IC server when the total number of station licenses is in use, that user is not able to connect and a message appears indicating that no stations are available. A message is logged on the Event Log on the IC server as well. To enable a Dynamic Remote station, the User-defined Telephone Number on Remote Login check box must be selected in the Client Rights section of the Security Rights dialog box, or this option could be an inherited right. The option is selected by default for all users. IC Licensing Technical Reference 43

44 Licensing in Interaction Administrator Configured remote stations Configured Remote stations ensure that the remote user always connects to the IC server using the same remote phone number, unless a CIC Administrator changes it. Some call centers prefer this approach to ensure that remote agents are working from the prescribed location. The Remote station name can be the same as the remote user s workstation (computer) name, or it can be another name. The CIC Administrator is responsible for creating these Remote station workstations and either installing the CIC client with the appropriate command-line parameters on the remote user s computer, or educating the remote user on how to use the CIC client (remote) Login dialog to enter the station name. Configured remote station licensing You can associate licenses to Remote stations by configuring specific Remote stations, such as a user s home phone or a mobile user s cell phone. You can also allocate licenses to Remote stations from other PBXs. IC Licensing Technical Reference 44

45 Licensing in Interaction Administrator SIP stations Remote users who use a SIP-enabled device or IP phone to receive calls from the IC server are not classified as Remote stations, either dynamic or configured. The reason is because SIP devices and phones connect directly to the IC server by an IP-based network connection. Distance or location with a SIP device or phone has nothing to do with its classification as a Remote station. Each SIP device and phone is configured as a local Workstation type of station in Interaction Administrator, with the Connection Type of SIP, instead of a Connection Type of Line for analog phone Workstations. The configuration specifies the SIP address of the computer, which must be on the same domain or trusted domain as the IC server. Some remote users with SIP devices and phones can use a Virtual Private Network (VPN) connection over the Internet to connect to the domain, run the CIC client, and log on to the IC server. In any case, these stations are treated as local workstations by the IC server. Completing post-installation certification testing For post-installation verification testing, allocate a Client Access license to any stations used to test calls on CIC client phones on client workstations. Allocate an ACD Access license to any stations used to test ACD calls. IC Licensing Technical Reference 45

46 Licensing in Interaction Administrator User licensing Allocating licenses to users You can allocate licenses to users in Interaction Administrator: When adding a user through the Users container When modifying an existing user through the Users container When allocating licenses through the Licenses Allocation container Allocating licenses when adding a user To allocate licenses when adding a user: 1. In the People container, click the Users subcontainer and press the Insert key. 2. Provide a User Name and click OK. The User Configuration dialog box appears. IC Licensing Technical Reference 46

47 Licensing in Interaction Administrator 3. Provide the following information: License Option Description Assignable or Concurrent Assignable Assignable user and station licenses are acquired immediately upon being allocated. Client Access License ACD Access License Failure to have an ACD Access license allocated to a station prevents the station from being active in ACD calls. IPA License Enable Licenses Additional Licenses Concurrent Available Concurrent user licenses are acquired as needed. Runs an instance of the CIC client software. Without this license allocation, the CIC client cannot run on the station. Media 1 Media 2 Media 3 Plus Allows one interaction type at a specified time. Allows two interaction types at a specified time. Allows three or more interactions at a specified time. Valid Interaction Types are: Call/Callback, Chat, , and Generic. Select this license if the station is an IPA station and then specify the license type. Valid IPA license types for a station are: Direct Routed Work Items Group Routed Work Items (I3_ACCESS_IPA_USER) Enables the station to start any process to which the station has rights. It also enables the station to receive Work Items that are directly routed to it. (I3_ACCESS_IPA_USER_ACD) Enables the station to receive Work Items that are either directly routed to it or a workgroup (similar to an ACD queue.) To activate the license settings, select this check box. If this check box is cleared, the system ignores the license settings in this dialog box. This option allows you to turn off licensing for a station, but keep the license settings. To allocate additional licenses to the station, select the corresponding check box for one. Only purchased licenses appear in the list. IC Licensing Technical Reference 47

48 Licensing in Interaction Administrator 4. Click OK. For more information about this topic, see the Interaction Administrator Help. Allocating licenses when modifying a user To allocate licenses when modifying a user: 1. In the right pane of the Users subcontainer, double-click the user for which to allocate a license. The User Configuration dialog box appears. 2. Follow the instructions in step 3 in the Allocating licenses when adding a user section of this document. 3. After you provide the necessary information, click OK. Allocating licenses to users through the Licenses Allocation container Access Licenses, except Basic Station, can be configured as either Assignable or Concurrent when being allocated to users. To allocate a license to a user through the Licenses Allocation Container: 1. In the right pane of the Licenses Allocation container, double-click the license to allocate to a user. The License Configuration dialog box is displayed with the Assignable tab selected. 2. Perform the following: To Allocate the license to users and configure the license as Assignable Then On the Assignable page, click Add to select the users to which to allocate the license. IC Licensing Technical Reference 48

49 Licensing in Interaction Administrator To Then Allocate the license to users and configure the license as Concurrent On the Concurrent page, click Add to select the users to which to allocate the license. 3. Click OK when you are finished allocating the license. IC Licensing Technical Reference 49

50 Licensing in Interaction Administrator ACD workgroup queues Agents with an ACD Access License type can participate in ACD workgroup queues, as well as hunt groups and simultaneous ringing groups. CIC ACD users are licensed based on how many media that can be in the workgroup queue in which that agent is participating. The following license rules apply for ACD utilization on the Licensing page: Media 1 You can choose only one type of interaction to queue to an agent. The agent can participate only in workgroup queues that have only one object type (for example, phone calls) in the queue. Do not put an agent in a workgroup that has a queue with more than one (1) object type being routed through that workgroup queue. Media 2 You can select two types of interactions to queue to an agent. The agent can participate in only workgroup queues that have one or two objects in the queue. Do not put an agent in a workgroup that has a queue with more than two (2) objects being routed through that queue. Media 3 You can select more than two (2) types of interactions to queue to the agent. Agents can be members of any workgroup queue. The ACD Access license allows a workstation to monitor ACD queues for telephone calls only without the CIC client workstation software. ACD Phone Only workstations are not licensed for screen pops, unified messaging, faxing, and the ability to initiate recording or real-time monitoring. ACD Phone Only workstations can also be monitored real-time by supervisors using the Call Center Workstation License. Notes for ACD Routing of Multimedia CIC incorporates licensing for Contact Center 1, 2, and 3 licenses. Ensure in advance your agents are licensed accurately for the number of media types they handle. If they are not licensed appropriately, they cannot pick up the interactions they see in the queue. IC Licensing Technical Reference 50

51 Licensing in Interaction Administrator If a user is configured with a Media 1 level ACD Access License for example, calls only and if that user is a member of workgroup queue that supports additional media types such as calls, , and chat when the user logs on to the client the system determines this user is not sufficiently licensed to receive all of the media types that are available in the workgroup. A warning message is displayed, stating ACD interaction types the user receives are limited until the licensing problem is resolved. A warning message is also displayed, for example, if an ACD Media Level 1 user is licensed for e- mails only, and a workgroup to which the user is assigned requires only calls. Users are only allowed to process workgroup interactions for the interaction types they are configured for, through IA licensing configuration. For example, a warning message is displayed to an ACD Media Level 2 user if all the interaction types of the workgroups the user is a member of are not made available in the Level 1 or Level 2 user licensing configuration. For instructions that agents can use to log on to CIC, see the Interaction Desktop Help. For more information about this topic, see the ACD Processing Technical Reference in the CIC Documentation Library. Instructions for phone-only operations are available in the Phone Features Quick Reference in your CIC product box. IC Licensing Technical Reference 51

52 Existing License Update Existing license update You can update your existing license to increase the number of stations or lines. To update your license: 1. Access the Interactive Intelligence license website at The Interactive Intelligence page for managing licenses appears. 2. Click ININ CIC Products and log on using your Interactive Intelligence logon credentials. IC Licensing Technical Reference 52

53 Existing License Update The Account Summary page appears, with a summary of all ordered items available to license for an account. 3. Click Aggregate Activity. The Aggregate License Activity page appears. IC Licensing Technical Reference 53

54 Existing License Update Note: CIC 4.0 Production licenses include the information for both servers in a Switchover pair. If you are licensed for Switchover and you chose to enter the information for both servers when you generated and downloaded your license, your license shows the Multiple Servers icon beside the server name in the Machine column. If you hover over the icon, a pop-up appears with information for both server names. If you chose not to provide the information for the second server in the Switchover pair when you generated and downloaded your license, you can enter the information when you update your Production license. 4. In the Actions column, click the Update License icon next to the license you want to update. IC Licensing Technical Reference 54

55 Existing License Update The Update License page appears. IC Licensing Technical Reference 55

56 Existing License Update 5. Update the license information, and click Next. The View License page appears. 6. Click the Click here to download this license hyperlink. The File Download dialog box appears. IC Licensing Technical Reference 56

57 Existing License Update 7. Click Save. The Save As dialog box appears. 8. Click Save to save the file as hostid.i3lic. The Download Complete dialog box is displayed when downloading is complete. 9. Click Close. You are now ready to load your new License file in Interaction Administrator. The Load License interface in Interaction Administrator gives you the ability to update the license file while the system is in production. Additional seats or users can be added during normal working hours. To load the license file: 1. In Interaction Administrator, on the File menu, click License Management. The License Management dialog box appears. 2. Click Load License. IC Licensing Technical Reference 57

58 Existing License Update The Load License dialog box appears. 3. In the File Name list, click the license file name you downloaded and click Open. When the license file is loaded, the following message is displayed. 4. Click OK. The License Management dialog box is updated with the license information. Note: The Switchover subsystem determines the license file you created is a Switchover Bundled License and contains the information for both servers. It automatically replicates the license to the backup server. Check the Windows Application Event log on the Primary and Backup IC servers to confirm the license applied correctly; if any errors occur, they are shown there. IC Licensing Technical Reference 58

59 Annual License Re-Registration Product upgrade request Existing CIC 4.0 installations do not require any changes to the CIC 4.0 license to upgrade to CIC 2015 R1 or later. A product upgrade request is not needed to upgrade from CIC 4.0 GA through SU 6 to CIC 2015 R1 or later. If you are migrating from CIC 2.4 or 3.0 to CIC 2015 R1 or later, see the IC Migration Guide at for information about product upgrade requests. Annual license re-registration Each production license file requires an annual re-registration that is due on or before the anniversary date of your account. Interactive Intelligence requests that the system administrator reregister the license file with Interactive Intelligence ninety (90) days before the anniversary date. An account can only be re-registered if it falls within the re-registration range. For details regarding anniversary dates, see Anniversary date and licensing behavior in this document. For details on warnings and behavior for licenses, see Appendix A: License warnings and behavior in this document. IC Licensing Technical Reference 59

60 Annual License Re-Registration Re-registering the license file To re-register your license file: IC Licensing Technical Reference 60

61 Annual License Re-Registration 1. Access the Intelligence License Management website, at 2. Click ININ CIC products and log on using your Interactive Intelligence logon credentials. 3. The Account Summary page appears, with a summary of all ordered items available to license for an account. 4. Click Re-Register. IC Licensing Technical Reference 61

62 Annual License Re-Registration The Re-Registration page appears. Click Re-Register. IC Licensing Technical Reference 62

63 Annual License Re-Registration When re-registration is complete, the anniversary date for your account is incremented by a year and all licenses for your account are regenerated with the new anniversary date. Apply the licenses to each computer. For your convenience, you may use the aggregate license file on each computer. The aggregate license file contains all the licenses for the account in one convenient file that can be applied to every computer. IC Licensing Technical Reference 63

64 Troubleshooting Additional website tasks The following section describes other tasks you can perform using the Interactive Intelligence License Management website, at You access the pages using the corresponding button on the button toolbar. Viewing account summary On the button toolbar, click Summary to display all the items that have been ordered and are available to be licensed for a specified account. You can generate a license based on any of these items. Viewing account snapshot On the button toolbar, click Snapshot to display a table of licensing events that have affected the account since installation. Each record represents a snapshot in time of exactly which licenses the account had at that time. To view the details of an event, click View next to the event. IC Licensing Technical Reference 64

65 Troubleshooting Viewing license activity On the button toolbar, click License Activity to display a report of all licenses that have been generated for an account. The report includes both active and inactive licenses. For information regarding actions you can perform on this page, see License activity and aggregate license activity pages in this document. Viewing aggregate activity On the button toolbar, click Aggregate Activity to display a report of all licenses generated for this account and its subaccounts. The report includes active and inactive licenses. For information regarding actions you can perform on this page, see License activity and aggregate license activity pages in this document. IC Licensing Technical Reference 65

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