Licenses are applied at the user level and define whether a user can log in as an agent, handle contact center interactions, and appear in real-time and historical reporting. Agent Licensing covers WebRTC-based agents, which are created and managed directly within CCaaS. For agents provisioned through a supported UC platform, see UC Phone Licensing.

Accessing Agent Licensing

Agent Licensing is accessible to accounts with Supervisor or Admin permissions.

1. Navigate to User Management > Agent Licensing
2. All licensed CC agents are listed on this page

WebRTC-Based Licensing

CC licenses may be applied to users on most UC systems using WebRTC, which operates through an embedded soft-phone within the CC-Agent Client. WebRTC agents are not required to exist in the underlying UC system and must be created manually within CCaaS.

Manually Adding an Agent

1. Click Add Agent
2. Enter the agent information:

   Field	Description
   Name	The agent's full name
   Email Address	The email address used to authenticate the WebRTC account
   Extension	A unique extension number
   Preferred Name	How the agent's name appears during WebRTC interactions
   No Answer Destination	The destination to route calls when the agent does not answer — see No Answer Destination
   Connected Numbers	One or more phone numbers for desk phones, soft-phones, or mobile devices the agent can use to receive contact center calls instead of the embedded WebRTC soft-phone — see Connected Numbers
   Recording Mode	Applies a recording rule to the agent — see Recording Modes and Options​: Automatic — records all calls and allows agent recording controls Automatic (Pausing Prohibited) — records all calls; agent recording controls are disabled Manual — does not automatically record; agent recording controls are enabled Disabled — no recording; agent recording controls are disabled

3. Recording Options — see Recording Modes and Options:

   Option	Description
   Allow agent to review their own call recordings	Grants the agent access to their own call recordings in CCAC
   Agent may download their own recordings	Allows the agent to download their own call recordings
   Allow agent to review skill call recordings	Grants the agent access to recordings from all calls within their assigned skill queues, including calls they were not a part of
   Agent may download skill call recordings	Allows the agent to download recordings from shared skill queues and create downloadable snippets

4. Click Save

Assigning Licenses

A license is assigned to a WebRTC agent to enable contact center functionality. Available license types:

• Voice
• Web Chat
• Email
• SMS
• Transcription

Once licensed, the agent is authorized to:

• Log in to CC-Agent Client
• Use the embedded WebRTC soft-phone
• Place and receive calls
• Participate in assigned queues
• Appear in real-time reporting — wallboards, dashboards, and reports