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.

Accessing Agent Licensing

1. Log into Xima CCaaS with an account that have Supervisor or Admin permissions
2. Navigate to User Management > Agent Licensing
3. All added CC agents can be viewed and managed from 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. These users are not required to exist in the underlying UC system and must be created manually within CCaaS.

Manually Adding an Agent

1. Located on the bottom-left of the page, click Add Agent
2. Add the agent information:
   1. Name is the full name of the agent
   2. Email Address is the email address of the agent that is used to authenticate their WebRTC account
   3. Extension is a unique extension number
   4. Preferred Name is how the agent's name will appear when engaged within WebRTC
   5. No Answer Destination
   6. Recording Mode applies a recording rule to the agent
      1. Automatic will automatically record any calls and allows the agent recording controls
      2. Automatic (Pausing Prohibited) will automatically record any calls, but will not allow the agent recording controls
      3. Manual will not automatically record any calls, but will allow the agent recording controls
      4. Disabled will not record any calls for the agent and will not allow the agent recording controls
   7. Allow agent to review their own call recordings can be toggled to allow an agent to view their own call recordings
3. Click Save to finish adding the agent

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Best Practice: Extension Assignment

WebRTC agents should be assigned to a dedicated extension range that is separate from existing extension on the UC platform. Segregating extension ranges helps prevent conflicts, simplifies troubleshooting, and clearly distinguishes contact-center agents from standard UC users.

For example:

• UC user extensions: 2000-2999
• UC group extensions: 3000-3999
• WebRTC agent extensions: 4000-4999

Using a distinct range ensures that WebRTC agents are easily identifiable and avoids overlap with UC-managed extensions.

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Best Practice: WebRTC vs. UC Email Addresses

WebRTC agent email address must be unique. When the same email address is already associated with a UC user, a modified format should be used for the WebRTC login.

For example:

• UC login: [email protected]
• WebRTC login: [email protected]

This approach maintains email uniqueness while preserving a clear association between the UC user and the WebRTC agent account.

Assigning Licenses

A WebRTC agent license is applied to an agent to enable contact-center functionalities.

An agent can be assigned a license based on license model:

• 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 such as wallboards, dashboards, and reports

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Queue and Skill Membership

Once an agent is assigned a license, they will need to be configure for queue(s) and skill(s).

Queues and skills configurations determine call delivery to the agent, how the agent is counted in real-time statistics, and which metrics reflect the agent's activity.

An agent with a license but no queue(s) or skill(s) assignment will not receive inbound calls via queue or skill.