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Collaboration EA – FAQ
Question Answers
7. How is the Customer Collaboration Suite • The CC Suite uses two metrics to determine pricing. The first metric is Peak Concurrent Agents and the second metric is IVR
measured? ports. Like knowledge workers, these numbers are independent of the technology currently deployed in the customer’s
environment.
8. What is a Contact Center Agent?
• Authorized User who logs into an automatic call distributor to handle incoming or outgoing communications as part of the job
9. What is a Peak Concurrent Contact Center duties performed on the customer’s behalf.
Agent?
• The maximum quantity of Contact Center Agents that were simultaneously logged into an automatic call distributor during the
10. How do we determine the Peak Concurrent twelve (12) calendar months immediately preceding the date of the Agent/Port End User Information Form.
Agent count?
• Obtain the number of concurrent agents on any ACD and then make sure to add any seasonal agents. For example, a company
11. What is a Port? has 2,000 agents most of the year but adds 500 seasonal agents during the holiday season. The seasonal agents need to be
included in the count and their Peak Concurrent Agent count would be 2,500.
12. How do we determine the Port count?
• Logical connection point for a single voice call. Ports are IVR (Interactive Voice Response) ports for the current version of the
13. Is there an easy way to measure the Agent suite.
and Port counts?
• Count all the IVR ports used by the customer enterprise, regardless of technology provider. This may include on premise IVR
14. Does the Customer Collaboration Suite ports as well as hosted IVR ports. Keep in mind that the number of ports must be greater than or equal to the number of Peak
require the completion of a different End User Concurrent Agents.
Information Form?
• Yes. The recommendation is to first find the count of Peak Concurrent Agents. Many customers will have fewer IVR ports than
agents, so you may be finished with the calculation. For example, if the number of Peak Concurrent Agents is 5,000, determine
if their number of IVR ports is greater than 5,000. If not, the numbers are 5,000 Peak Concurrent Agents and 5,000 IVR Ports. If
the number of IVR ports is greater than agents, increase the number for IVR Ports upwards (note: there is a 500 agent (and
ports) minimum for the Customer Collaboration Suite).
• Yes, the Cisco account team is required to complete the Cisco ELA Legal Form for all Customer Collaboration Suite
opportunities.
• Please visit the Collab EA – Cisco ELA Legal Tool post for more details.
