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:
   • 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
   • Allow agent to review their own call recordings — toggle to grant the agent access to their own recordings; see Recording Modes and Options
     • Agent may download their own recordings — toggle to allow the agent to download their own call recordings
   • Allow agent to review skill call recordings — grants the agent access to review recordings of other agents within shared skill sets; see Recording Modes and Options
     • Agent may download skill call recordings — allows the agent to download recordings from shared skill sets and create downloadable snippets
3. 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