Feature enablement
Feature enablement displays the platform and license features available for a system. Platform features are enabled for an entire system, and license features are available for selected queue groups.
These features include, but are not limited to:
- Conversation Bridge
- Enterprise Pulse
- Agent Assist
- Outreach
- ASAP Callback
- VXML Interaction Server (VIS)
For more information on purchasing platform and license features, please contact your VHT representative.
Platform features
Platform features display at the top of the Feature Enablement page, and include features enabled for an entire system based on integration and licensing terms. These features are in addition to voice licenses, and are used by each configured queue group.
To restrict feature access to certain queue groups, purchase the features and enable them as License features.
If the number of license feature licenses is greater than or equal to the number of voice licenses (including outbound only licenses), the license feature becomes a Platform Feature enabled for the entire system.
License features
Additional license features can be purchased and enabled on a per queue group basis.
When the license file contains no enablements, the License Features section does not display. When the license file contains one or more enablements, the License Features section does display.
For example, the Globex company has purchased 600 voice licenses, and performed the following allocations:
- 250 licenses to the Support queue group
- 100 licenses to the Marketing queue group
- 150 licenses to the Sales queue group
- Collections queue group uses Global Group
- 100 licenses remain the Global Group
The value for each queue group in the Enablements Needed column is the total number of inbound and outbound licenses allocated to that queue group.
Globex also purchased the following license features to be enabled on a per queue basis:
- 250 Agent Assist licenses for Marketing and Sales
- 350 Outreach licenses for Support and Collections
Since these features are only required for certain queue groups, the number of licenses purchased must be greater than or equal to the total number of licenses for the intended queue groups. License features can be turned on or off for a queue group by toggling the ON/OFF switch, so long as the total number of assigned licenses is greater than zero and does not exceed the number licenses entitled for that feature. For example, Globex cannot turn on Agent Assist for both Marketing and Support because they are entitled for 250 licenses, but have assigned 350.
Using Global Group
A queue group displays Using Global Group in its row instead of an ON/OFF switch if the Global Pool checkbox is enabled on the Voice allocation page in the following scenarios:
Global Pool is enabled for both inbound and outbound licenses
Zero (0) licenses are allocated for inbound; Global Pool is enabled for outbound
Global Pool is enabled for inbound; zero (0) licenses are allocated for outbound
Alternately, an asterisk (*) displays in the Enablements Needed column if the Global Pool checkbox is enabled on the Voice allocation page in the following scenarios:
- Global Pool is enabled for inbound; a number greater than zero is allocated for outbound
- A number greater than zero is allocated for inbound; Global Pool is enabled for outbound
Enabling a feature for that queue group also enables the feature for the Global Pool.
Unlimited voice allocation in Global Pool
On the Feature Enablement screen, unlimited voice allocations assigned to the Global Pool are displayed as follows:
- For the Global Pool, Enablements Needed is set to unlimited.
- For the Global Pool, license features are marked as Not Allowed.
On the Feature Enablement screen, unlimited voice allocations assigned to the Global Pool which are in turn used as the source of inbound OR outbound licenses for a queue group are displayed as follows:
- Enablements Needed is set to unlimited.
- License features are marked as Not Allowed.
On the Feature Enablement screen, unlimited voice allocations assigned to the Global Pool which are in turn used as the source of inbound AND outbound licenses for a queue group is displayed as follows:
- Enablements Needed is set to -.
- License features are marked as Using Global Groups
Viewing license features
A site's available license features display in the multi-select Visible Features dropdown menu. View up to three license features at a time by selecting the checkbox next to the license feature.
To view additional license features, clear the license feature checkboxes and re-select up to three new license features.
Enabling and disabling license features
License features can be turned ON or OFF at the queue group level.
To enable or disable license features:
- Identify the queue group and the license feature you want to enable.
- Verify the group contains at least one enablement.
The group must contain at least one enablement. If not, the group row is outlined in red and an error message is displayed when attempting to save the changes. This indicates that the outbound allocation must be greater than zero in order to enable a feature.
- Toggle the switch to ON to enable the feature, OR toggle the switch to OFF to disable the feature.
- Repeat steps 1-3 for each license feature.
- Click Save Changes to save enablements.
- Click Clear Changes to remove unsaved enablements.
If the number of licenses assigned to a feature exceeds the number of licenses entitled to the feature, then the ON/OFF switch is outlined in red.
Enabling license features for the Global Group
If a queue group has been allocated to draw its licenses from the Global Pool, an asterisk displays in the Enablements Needed Column, accompanied by the following footnoted text:
Enabling a feature for this group requires the Global Group to have the same feature enabled. The Global Group will be automatically turned on when enabling a feature.
Enabling a feature for this queue group also requires enabling the feature for the Global Pool.
For queue groups with inbound OR outbound licenses allocated use the Global pool:
- Toggling the switch to ON for the queue group also toggles the switch to ON for the Global Group.
- Toggling the switch to OFF for the Global Group also toggles the switch to OFF for any queue groups using the Global Group.
For queue groups with inbound AND outbound licenses allocated to use the Global pool:
- Toggling the license feature switch to ON for the Global Group turns the feature on for the queue group.
- Toggle the license feature switch to OFF for the Global Group turns the feature off for the queue group.