2Ring Gadgets – Changes Due to Joining the Cisco SolutionsPlus Program

2Ring Gadgets for Cisco Finesse Cisco Finesse Gadgets Press Release SolutionsPlus UCCE UCCX

by 2Ring · Mar 28, 2017

SACRAMENTO, March 28, 2017 – 2Ring has been selected for the Cisco SolutionsPlus program, and 2Ring Gadgets for Cisco Finesse is one of the solutions now available on Cisco’s GPL price list as of March 20, 2017.

Any Changes to Licensing/Pricing?

Yes, we are making some changes to how the solution is licensed, sold, and supported. Here is a recap:

  • The solution can be fully deployed by a Cisco/2Ring reseller or even by the end-customer. 2Ring deployment services do NOT have to be part of a purchase order.
    • Note: This means that any technical help provided by 2Ring during the deployment process will be treated as a support request and thus taken out of the allocated support hours – see below for more details.
  • The minimum number of purchased licenses per purchase order is 25. This also means that that the minimum number of licenses initially purchased by any customer is 25. 
  • MSRP has been increased as has the overall value of the solution since it was initially introduced to the market.
  • As a reminder, the COLLABORATION Bundle is now called STANDARD (it includes 2Ring Phone Services – Contact Center Edition). INTEGRATION and COLLABORATION bundles cannot be ordered anymore. Here are details on what’s included in each of the three currently offered bundles:
2Ring Gadgets for Cisco Finesse Bundles
  • As a result of increased efficiencies and streamlined best practices, the solution is easier to install, configure, and upgrade than ever before. The effort required to deploy our solution has decreased by 70% (standard bundle), 60% (enhanced bundle), and ~54% (premium bundle). The current number of man-hours is the bare minimum needed for 1) installing all the gadgets and integrating them with Cisco Contact Center, 2) creating customized post-installation (as-built) documentation, and 3) delivering a WebEx training session for up to fifteen (15) power-users. 
  • To better serve our partners and customers, we have implemented the following changes to our current support model (a) upon the activation of your support, this coverage will be represented as man-hours, these hours will be tracked in 2Ring’s support system and can be used solely at the customer’s discretion, including, but not limited to, installation, configuration, upgrades, training, and consulting. (b) these hours are carried over to the next support period and are not lost at time of expiration provided that the coverage period has not lapsed for more than sixty (60) days.
    • 2R-SUP-BASE: 2Ring SUPPORT Base Package (6 prepaid man-hours)
      • One per solution and customer per year 
    • 2R-SUP-FIN-STD-1Y: 2Ring GADGETS for Cisco Finesse – STANDARD Bundle Support for 1 YEAR
      • The ordered number must match the number of 2Ring licenses.
      • For every 25 licenses, a customer’s account is credited with 2 additional man-hour (standard bundle). 
      • The maximum number of credited man-hours for UCCX customers per year of support coverage for the standard bundle is 30 (6 from Base Support Package + 24 additional) and 78 for UCCE/Packaged UCCE (6 from Base + 72 additional).
    • 2R-SUP-FIN-ENH-1Y: 2Ring GADGETS for Cisco Finesse – ENHANCED Bundle Support for 1 YEAR
      • The ordered number must match the number of 2Ring licenses. 
      • For every 25 licenses, a customer’s account is credited with 3 additional man-hour (enhanced bundle). 
      • The maximum number of credited man-hours for UCCX customers per year of support coverage for the enhanced bundle is 48 (6 from Base Support Package + 42 additional) and 126 for UCCE/Packaged UCCE (6 from Base + 120 additional).
    • 2R-SUP-FIN-PRE-1Y: 2Ring GADGETS for Cisco Finesse – PREMIUM Bundle Support for 1 YEAR
      • The ordered number must match the number of 2Ring licenses. 
      • For every 25 licenses, a customer’s account is credited with 4 additional man-hour (premium bundle). 
      • The maximum number of credited man-hours for UCCX customers per year of support coverage for the premium bundle is 62 (6 from Base Support Package + 56 additional) and 166 for UCCE/Packaged UCCE (6 from Base + 160 additional).
  • Changes to current license entitlement without penalty is limited to a single change per calendar year and excludes the following conditions (a) Changes to the legal name of business entity due to acquisition or legal merger, (b) Migrations to or from an Express or Enterprise solution within the same organization.

No Change

  • The solution is licensed by the number of concurrent agents in your contact center.
    • The solution is licensed by the number of concurrent agents, period. It is not licensed by the number of concurrent agents on UCCX or on UCCE. In other words, customers are free to request a different split of their licenses among multiple UCCX connectors or even to migrate licenses from UCCX to the UCCE connector free of charge. 
  • The solution doesn’t have to be used by the entire contact center; instead, a license filter can be applied. The filter is part of the configuration tool, and the administrator can change the entered value at any point – so if the queue’s name changes or if agents from different groups need to be excluded, an administrator can make this change without contacting 2Ring. The actual filtering options are different on each Cisco platform:
    • Cisco Unified Contact Center Express – it is possible to exclude agents from certain queues (if an agent is in multiple queues, s/he is only counted once) 
    • Cisco Unified Contact Center Enterprise (incl. Packaged) – it is possible to exclude agents from certain precision queues or skill-groups (if an agent is in multiple queues, s/he is only counted once). The filter can only be applied to queues or to skill-groups, not to both.
      • Note: CallType-based calculations are not available if 2Ring DW is only licensed for a subset of concurrent agents (covering agents from particular skill groups or precision queues) 
  • To sum it up, the solution is NOT licensed by
    • named agents (instead we use the concurrent count that is always lower than the number of named agents)
    • the number of users looking at the screens
    • the number screens on which the layouts are displayed o the number of servers/instances
    • there is no license charge for deploying the solution in HA (high-availability) mode or having the total number of licenses split among multiple clusters (e.g., one in the US, one in Europe, and one in APAC).
  • Support coverage cannot lapse. If support is renewed after the end of the current support period, the start of the support will be tied to the previous coverage period. If support coverage ends on Dec 31, and the PO is only issued in early February, the support period will start on Jan 1. If support is ordered more than 60 days after the coverage period ended, 2Ring reserves the right to reject the PO and charge an upgrade fee.

Honoring Price Quotes

All 2Ring quotes issued between January 1, 2017, and May 14, 2017, and all quotes issued in 2016 and “refreshed” by 2Ring staff by May 14, 2017, will be honored by 2Ring until June 14, 2017.

How do Support Changes Impact Your Existing Customers?

All existing customers whose support coverage ends after May 14, 2017, will be automatically provided a support renewal quote using the new support model.

To Conclude

This document tends to be updated based on any questions, comments, or suggestions that we receive, so please do not hesitate to contact us.

Image of graphic used to denote press release.