Licenses in the app

Burhan Kesapli
  • Updated

Switchboard Packages

  Mini Light Unlimited
Answer Groups 1 2 Unlimited
IVR ❌ 2 Unlimited
Analytics ❌ ❌ ✅
Call Log ❌ ❌ ✅

Limitations

1: Additional answer groups can be purchased as add-ons

2: Additional IVRs can be added to the Light package; not available for Mini

3: Analytics and Call Log cannot be purchased as add-ons for Mini

User Licenses

  Mobile Pro CC Agent*
Mobile app ✅ ✅ ✅
Answer Group Agent ✅ ✅ ✅
Answer Group Dashboard ✅ ✅ ✅
Line Status ✅ ✅ ✅
Video calls ✅ ✅ ✅
VoIP calls ✅ ✅ ✅
Telephone conference ✅ ✅ ✅
Video conference ✅ ✅ ✅
M365 integration ✅ ✅ ✅
Google Workspace calendar ✅ ✅ ✅
Ability to invite guests ✅ ✅ ✅
File sharing ✅ ✅ ✅
Create users ✅ ✅ ✅
Create chat, team, and channel ✅ ✅ ✅
Move calls between devices ❌ ✅ ✅
Desktop app ❌ ✅ ✅
Web app ❌ ✅ ✅
Supervisor in answer group ❌ ✅ ✅
Ability to log colleagues in/out ❌ ✅ ✅
Screen sharing ❌ ✅ ✅
Access to Contact Center ❌ ❌ ✅

*Contact Center Agent

Limitations

1: A Mobile user can view a shared screen on mobile but cannot share their own screen

Answer Groups

  Mobile Pro CC Agent
Number of logged-in agents Unlimited Unlimited Unlimited
Number of calls in queue Unlimited Unlimited Unlimited
Self-service on mobile ✅ ✅ ✅
Welcome message ✅ ✅ ✅
Log in/out from mobile app ✅ ✅ ✅
Queue announcements ✅ ✅ ✅
Various ringing strategies to agents ✅ ✅ ✅
Pick calls from queue ✅ ✅ ✅
Text-to-speech ✅ ✅ ✅
Voicemail ✅ ✅ ✅
Call overflow ✅ ✅ ✅
Analytics connection ❌ ✅ ✅
Self-service in desktop & web app ❌ ✅ ✅
Log in/out from desktop & web app ❌ ✅ ✅
Supervisor in answer group ❌ ✅ ✅
Log other agents in/out ❌ ✅ ✅
Case management on answer group ❌ ❌ ✅
Agent in Contact Center group ❌ ❌ ✅
Supervisor in Contact Center group ❌ ❌ ✅

Add-on Services

  Mini Light Unlimited
Analytics ❌ Add-on ✅
Call Log ❌ Add-on ✅
Insights ❌ Add-on Add-on
Conversation Intelligence Add-on Add-on Add-on
Wallboard Add-on Add-on Add-on
Callback on answer group Add-on Add-on Add-on
Entra ID sync Add-on Add-on Add-on
User call recording Add-on Add-on Add-on
Answer group call recording Add-on Add-on Add-on
Survey Add-on Add-on Add-on
SMS portal Add-on Add-on Add-on
ID check Add-on Add-on Add-on

Limitations

1: Analytics, Call Log, and Insights cannot be purchased as add-ons for Mini

AI

The cost of AI Agents in the Contact Center is shown in credits in the Contact Center matrix.

AI Agent AI Voice Flex AI Voice Plus
Personal AI Receptionist ✅ ✅
AI Receptionist ✅ ✅
AI Support Agent ❌ ✅

Contact Center Packages

Packages and Credits

  S M L XL
Included credits 5 pcs 15 pcs 30 pcs 60 pcs
Purchase extra credit ✅ ✅ ✅ ✅

Information

1: Credits are used to purchase channels and agent licenses in the Contact Center

2: Extra credits can be purchased to customize further

3: When upgrading a package, purchased extra credits are removed where possible. Example: if Small plus 6 extra credits is upgraded to Medium, the cost for 6 extra credits is removed

Licenses

With our Contact Center packages—Small, Medium, Large, and XL—you get credits that you allocate as you wish. Activate agents, answer groups, chat, email, web widgets, or AI bots. You decide which features best fit your Contact Center.

Feature Credits
Web widget 0 credits
Chat channel 1 credit
Answer group 1 credit
Contact Center Agent 1 credit
Email 2 credits
AI bot per channel 1 credit



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