Licensing agents of your PBX allows you to log their call data and potentially record their calls. Depending on your iteration of Chronicall, you will have different ways to license them. Also, depending on what licenses you possess, you have different feature sets.

In order to license agents, the first steps will always be the same:

First, open your Chronicall client. Then navigate to "User Management."

From here, it depends on whether your Chronicall Instance is recent or old. If your Chronicall Instance is recent, please proceed reading. If your installation is older, click here.

If you do not have agent licenses as an available option to select, click here.

Newer User Licenses Grid

After selecting "User Management," navigate to "User Licenses."

From there, you will be presented a Grid Page with all of your agents as rows and the license that can be assigned to them as columns.

In order for an agent to be given the full suite of licenses, an agent must be given the right-most license. Note extensions 204, 102, 105, 203, etc. for reference.

In red, we see the “Chronicall Basic” column. This license allows for agents to be monitored historically and all call data for these agents to be available via reports and Cradle to Grave.

In green, we see the “Chronicall Plus” column. This license allows for agents to be historically monitored and have their call audio recorded.

In purple, we see the “Chronicall Realtime” column. This license allows agents to have their station activity monitored in that moment with up-to-date information. It also provides agents with call pops directly to their PC with information regarding the call. The Agent Dashboards software needs to be installed on the agent’s PC in order for it to work. If you are on Chronicall version 4.0+, you can use the CCAC interface by navigating to http://<Your.Chronicall.Server.IP Address>:9080/web/ccagent

In blue, we see the “Contact Center” column. This license is only applicable for IP Office agents. This license allows for specific agents to be the recipients of skills-based routing call flows that are handled by our Multimedia Service.

Older User Licenses Grid

After selecting "User Management," navigate to "User Licenses."

From there, you will be presented a Grid Page with all of your agents as rows and the license that can be assigned to them as columns.

In order for an agent to be given the full suite of licenses, an agent must be given the previous license. Note extension 119 for reference.

In red, we see the “Licensed” column. This license allows for agents to be monitored historically and all call data for these agents to be available via reports and Cradle to Grave.

In green, we see the “Realtime” column. This license allows for agents to be monitored in that moment with up-to-date information.

In purple, we see the “Agent Dashboard” column. This license provides agents with call pops directly to their PC with information regarding the call. The Agent Dashboards software needs to be installed on the agent’s PC in order for it to work.

In blue, we see the “Multimedia Voice” column. This license is only applicable for IP Office agents. This license allows for specific agents to be the recipients of skills-based routing call flows that are handled by our Multimedia Service.

On Prem(ises)

After selecting "User Management," you will be presented this drop down:

Clicking each of the “Licensed -” Options, we are presented with a dialogue box like this:

In order to provide an agent with all available monitoring licenses, assign a license to that agent in order from top to bottom (red to blue).

In red, we see the “Licensed Users.” This license allows for agents to be monitored historically and all call data for these agents to be available via reports and Cradle to Grave.

In green, we see the “Licensed Realtime Agents.” This license allows for agents to be monitored in that moment with up-to-date information.

In purple, we see the “Licensed Dashboard Agents.” This license provides agents with call pops directly to their PC with information regarding the call. The Agent Dashboards software needs to be installed on the agent’s PC in order for it to work.

In blue, we see the “Licensed Voice Agents.” This license is only applicable for IP Office agents. This license allows for specific agents to be the recipients of skills-based routing call flows that are handled by our Multimedia Service.

If you followed User License Grid instructions and it did not license your users correctly, follow the steps in the next section.

Licensed Users

After selecting "User Management," you will be presented this drop down:

When clicking each of the “Licensed -” options, we are presented with a dialogue box like this:

In order to provide an agent with all available monitoring licenses, assign a license to that user in order from top to bottom (red to blue).

In red, we see the “Licensed Users.” This license allows for users to be monitored historically and all call data for these users to be available via reports and Cradle to Grave.

In green, we see the “Licensed Realtime Agents.” This license allows for users to be monitored in that moment with up-to-date information.

In purple, we see the “Licensed Dashboard Agents.” This license provides agents with call pops directly to their PC with information regarding the call. The Agent Dashboards software needs to be installed on the user’s PC in order for it to work.

In blue, we see the “Licensed Voice Agents.” This license is only applicable for IP Office users. This license allows for specific agents to be the recipients of skills-based routing call flows that are handled by our Multimedia Service.