Licensing
When designing a QMS system it is important to know how QMS licensing is allocated so that the correct number of licenses are purchased. QMS can be licensed on a per-user basis or on a concurrent recording basis. When licensing on a per-user basis, you will need to consider the following factors when determining how many licenses are required:
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How many people need to have their phone calls recorded? These users will need a Call Recording license. This license is available as a per-user all calls, per-user on demand or concurrent model.
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How many people need to have their text media interactions recorded? These users will need a Text Recording license. This license can be licensed as a per-user model.
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How many people need to have their screens recorded? These users will need a Screen Recording license. This license is available as a per-user or concurrent model.
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How many people need to have their video media interactions recorded? These users will need a Video Recording license. This license can be licensed as a per-user model
There are a few possible add-on licenses:
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Agent Evaluation – allows a user to have their recordings scored based on defined scoring criteria. This license is available as a per-user license only.
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Desktop Utility – allows agents to use the QMS Desktop Utility to enable pausing and flagging of call recordings from an easy-to-use desktop application. This license is available as a per-user license only. Desktop Utility requires a Call Recording License (All calls, Concurrent or On Demand).
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Transcription - enables the automatic transcription of a users call recordings into text.
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Voice Analytics Real Time – enables the QMS application to be integrated with Elsbeth VocalCoach for real-time speech analytics. This does not include the licensing for the VocalCoach application itself. This license is a per-user license.
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Voice Analytics Batch – enables the QMS application to be integrated with Elsbeth VocalCoach for batch speech analytics. This does not include the licensing for the VocalCoach application itself. This license is a per-user license.
High Availability versions are available for all recording licenses (Call, Screen and Text). If you have an HA (High Availability) license, all recording licenses must be HA. You are unable to mix HA with non HA recording licenses.
The following table shows the available licensing options for all recording licenses (Call, Screen and Text) and what functionality is included.
| Call Recording (all calls) | Screen Recording | Call Recording (on demand) | Text Recording | High Availability (HA) | |
|---|---|---|---|---|---|
Call Recording |
Yes |
No |
Yes |
No |
No |
Call Recording – HA ^*2, *6^ |
Yes |
No |
Yes |
No |
Yes |
Computer Recording *4 |
No |
Yes |
No |
No |
No |
Computer Recording - HA ^*2, *4^ |
No |
Yes |
No |
No |
Yes |
Call Recording – Concurrent |
Yes |
No |
Yes |
No |
No |
Call Recording - Concurrent - HA *2 |
Yes |
No |
Yes |
No |
Yes |
Computer Recording – Concurrent *4 |
No |
Yes |
No |
No |
No |
Computer Recording - Concurrent - HA ^*2, *4^ |
No |
Yes |
No |
No |
Yes |
Call Recording On Demand |
No |
No |
Yes |
No |
No |
Call Recording On Demand - HA *2 |
No |
No |
Yes |
No |
Yes |
Text Recording |
No |
No |
No |
Yes |
No |
Text Recording - HA |
No |
No |
No |
Yes |
Yes |
| All licenses are named licenses with the exception of: Call Recording Unlimited\HA, Screen Recording Unlimited\HA. |
*2 |
If you have HA (High Availability) license, all recording licenses must be HA. |
*3 |
Agent Evaluation includes the ability to evaluate other users or to be evaluated by other users. |
*4 |
Screen Recording\Desktop Utility requires a call recording license (All calls, Concurrent or On Demand). |
*6 |
Concurrent users only have the ability to search and playback their own recordings. Managers that wish to review recordings of other users must have a full Call Recording license (if they need to record calls) or a Supervisor license. |