Cisco Cisco Unified Contact Center Enterprise 9.0(2) Release Note

Licensing ICM and IPCC servers for Windows Server 2003 depends on the licensing model adopted by the customer and the 
direction this customer's IT Organization has taken in licensing the servers and workstations in the environment. 

Microsoft states that customers "can choose to purchase a Windows Device CAL for every device accessing their servers, or can 
purchase a Windows User CAL for every named user accessing these servers. By having two types of Windows CALs, [customers] 
are able to use the model that makes sense for their organization. For example, purchasing a Windows User CAL might make more 
sense if a company has a need for employees to have roaming access using multiple devices. Windows Device CALs may make 
more sense if a company has multiple-shift workers who share devices." 

 for more information. 

Assuming each of the agent desktops or agents accessing the contact center servers have either User or Device CALs, the servers 
only need a Windows server license. The Windows Server 2003 packages Cisco re-sells with MCS servers include 10 
CALs/Standard or 25 CALs/Enterprise which can be allocated to either devices (i.e. PCs) or users (i.e. Agents). For example, if a 
contact center has 270 agents manning 90 PCs over three different shifts it would make sense to assign those 90 PCs to Device 
CALs.  

In many cases, agents (users) or agents' desktop computers (devices) are already licensed thus not requiring the acquisition of 
additional Windows CALs when Cisco’s Customer Contact solutions are implemented. 

More questions may be directed to 

The following is provided as general guidelines to help determine the appropriate licensing methods needed for the deployment of 
Cisco ICM and IPCC Enterprise and Hosted Edition software. SQL Server licenses are not included in the cost of ICM or IPCC 
agent licenses. 

Microsoft provides a number of different licensing options that apply to enterprises as well as service providers. SQL Server can be 
licensed through multiple programs including but not limited to Volume Licensing and Service Provider License Agreements 
(SPLA). 

 for 

information on SQL Server Licensing. 

The following are SQL Server 2000 licensing options that apply to Cisco ICM and IPCC Enterprise and Hosted Editions (Microsoft 
definition): 

Server plus Device (or User) CALs: Under this model, a server license is required for each operating system environment running 
an instance of SQL Server, as well as a CAL for each client device (or user) that accesses a system running SQL Server. 

Processor Licensing Model: Under this model, a license is required for each physical processor accessed by an operating system 
environment running SQL Server. This License does not require any device or user client access licenses (CALs). 

Service Provider License Agreement (SPLA): The Service Provider License Agreement (SPLA) enables service providers and 
ISVs with a hosted offering to license Microsoft products on a monthly basis to provide services and hosted applications to their end 
customers. 

As they pertain to SQL Server licensing with ICM/IPCC, users, devices, servers and processors are defined as the following: 

•  A user is a person who interacts with the ICM/IPCC software. ICM/IPCC agents, supervisors, and system and contact 

center administrators are among such users. The number of users, as it pertains to SQL Server 2000 licensing, is the 
cumulative and not the concurrent count. 

•  A device is client device used by a human user to interact with the ICM/IPCC software. The number of client devices, as it 

pertains to SQL Server 2000 licensing, is the cumulative and not the concurrent count. 

•  A server is a type of computer that runs SQL Server 2000. In ICM/IPCC deployments, Logger, AW and HDS are examples 

of components that require SQL Server 2000. For the complete listing of ICM/IPCC components that require SQL Server 
2000, refer to section “Operating System and Database requirements” of this document. 

•  A processor is described as a single physical Central Processing Unit (CPU).