Here are the answers to commonly asked questions:
Can we quote/order 2Ring licenses, services, and support via Cisco?
Yes, all of the above are available on Cisco’s price list.
Which solution should I choose? What’s in these bundles?
You need to decide which solution is the best fit for your customer. These are the options:
I do not see the STANDARD bundle in CCW. How do I get it?
The standard bundle is not part of Cisco’s price list. 2Ring resellers can purchase this bundle directly from 2Ring.
How many licenses do I need?
Generally speaking, the number of 2Ring licenses should match the number of Cisco agent + supervisor seats. However, it is possible to filter 2Ring licenses to particular queues / skillgroups based on the platform:
- Cisco Unified Contact Center Express (UCCX) – 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)
Can I mix and match bundles?
No, all agents using 2Ring need to be covered with the same type of license.
Do I need to purchase 2Ring’s services?
No, the Cisco reseller or the end-customer can decide to deploy the solution on its own. However, if you have not done it before, review the latest admin guide for the solution to determine if you have the resources to get this done in an efficient manner. The good news is that you can always use 2Ring support (your support hours) to get a bit of help in case you get stuck anywhere in the process.
How many 2Ring services do I need?
Each solution/bundle comes with a SKU with the recommended number of hours (2R-PS-12MH etc.). In most cases, 2Ring is able to finish the installation & configuration within the recommended number of hours. If it can be configured in our solution, it is included – 2Ring configures up to 10 wallboard layouts and up to 10 sets of different 2Ring configurations. If we happen to use fewer, the remaining hours are moved to the customer’s support project. If we estimate that the project will take more hours, we will notify you right after we perform the discovery session, so the customer can decide how to proceed (remove some items from the scope, purchase more hours, use some of the support hours, ..).
How do I order 2Ring Basic Support?
Basic Support (required for the 1st year) is a support coverage that provides access to minor/major releases of the purchase solution (download link is provided to customers on request). The coverage is represented as man-hours; these hours are 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. These hours are carried over to the next support period and are not lost at the time of expiration provided that the coverage period has not lapsed for more than sixty (60) days. To have this coverage, the customer needs to order these TWO SKUs:
- 2R-SUP-BASE: 2Ring SUPPORT Base Package (6 prepaid man-hours)
- One SKU per solution and customer per year
- 2R-SUP-PRODUCT-1Y
- The ordered number must match the number of 2Ring licenses.
Full and up-to-date 2Ring support terms are available at www.2Ring.com/SupportTerms
How many support hours do customers get?
The 2R-SUP-BASE SKU gives a customer 6 man-hours per year, and then depending on the platform and solution/bundle, for every 25 seats, the customer gets 1-4 man-hours until the limit listed below is reached:
Full and up-to-date 2Ring support terms are available at www.2Ring.com/SupportTerms
How do I make 2Ring guarantee response/solution times?
2Ring Basic Support is a best-effort type of support coverage. To add guaranteed response/solution times, a customer can choose SLA support at these three levels.
SLA options can also be ordered via Cisco, but to get an estimate, please contact 2Ring and share your CCW quote with us.
Does 2Ring do a free trial / proof of concept?
The latest release of 2Ring Dashboards & Wallboards is available in our public cloud environment. Resellers and prospects can request access to the latest release at www.2Ring.com/DWTrial. This environment cannot be connected to the customer’s contact center (the layouts will not show customers’ data), but this environment is good for showing customers what real-time layouts look like and how easy it is to switch among layouts or have multiple layouts open at the same time. The configuration tool is also available, so it is possible to create a new layout or modify some of the existing ones. Demos with one of our product specialists can be scheduled at www.2Ring.com/Demo.
2Ring Gadgets for Cisco Finesse v3.1 (including 2Ring Dashboards & Wallboards) is available in Cisco’s dCloud environment (11.5v2), so resellers can demo 2Ring from there. Demos with one of our product specialists can be scheduled at www.2Ring.com/Demo. For larger customers, or for customers that have special needs, 2Ring might offer a proof of concept option on a case by case basis. If you would like to explore this option, please reach out to 2Ring sales.
We, as a reseller, used to purchase from 2Ring directly. Is that still possible?
2Ring prefers that Cisco resellers quote 2Ring Dashboards & Wallboards and 2Ring Gadgets for Cisco Finesse (enhanced and premium bundle) from Cisco’s price list. If possible, please use this channel.
We placed an order with Cisco, but nothing has happened..
Your customer should have received emails from Cisco asking them to register a PAK, and once the PAK gets registered, 2Ring will be notified and ask the customer to provide its contact information at https://www.2ring.com/CiscoSolutionsPlusOrderActivation
More questions?
If your question has not been answered above, please do not hesitate to reach out to us via any of the channels at www.2Ring.com/Contacts.
