Article 10058 : Understanding TASKE Contact Licensing for Desktop Applications

TASKE Technology Knowledge Base
Products: TASKE Contact
      version 8.5
Telephone systems: All
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Summary

This article explains the graduated licensing structure TASKE Contact employs for sites that are not implementing Access Control.

Issue

The TASKE Agent Desktop is consuming an enterprise supervisor or supervisor license.

Note: at sites implementing Access Control, all users must log into TASKE Contact applications. At log in, the user type (enterprise supervisor, supervisor, or agent) associated with the user determines if the user has sufficient rights to access the application, and if so, which license type the application will consume.

Reason

The graduated licensing structure of TASKE Contact uses three license types that are ranked in order of priority. The license types are enterprise supervisor, supervisor, and agent. Enterprise supervisor licenses have the highest priority, supervisor licenses follow, and agent licenses have the lowest priority.

Each TASKE Contact application requires a specific license type and the rules for license usage are as follows:

  1. Enterprise supervisor license - one enterprise supervisor license for each computer actively running one or more supervisor applications in enterprise mode (ACD Monitor or Reports).

  2. Supervisor license - one supervisor license for each computer actively running one or more supervisor applications (ACD Monitor, Reports, Search, or Visualizer).

  3. Agent license - one agent license for each computer actively running Agent Desktop.

The priority levels of the graduated licensing structure allow a single license to control a combination of applications that are running concurrently on the same computer. The license upgrades each time an application starts that requires a higher ranking license. Licenses however, are never downgraded, creating a situation where an application requiring a low priority license may occupy a high priority license.

Consider a computer housing both the Agent Desktop and the TASKE Contact supervisor applications. A user starts Agent Desktop, and by doing so, consumes an agent license. Later, with the Agent Desktop still running, the user starts the ACD Monitor, an application requiring a supervisor license. The agent license immediately upgrades to a supervisor license. Now, if the user shuts down the ACD Monitor before shutting down the Agent Desktop, the license will not be downgraded. This leaves a supervisor license controlling the Agent Desktop, an application that only requires an agent license.

Note: Search and Visualizer are not available for all telephone systems.

Solution

In most contact centers the number of enterprise supervisor and supervisor licenses are limited and it is important to ensure that these licenses are not used in instances where a lower priority license will suffice. The only method for releasing a high priority license is to shut down all TASKE Contact applications running on the computer that fall under the licensing structure (see items a through c in the Reason section above). After releasing the high priority license, launching an application requiring a lower priority license (for instance Agent Desktop) allows that application to seize the appropriate license type.