Quick Guide to Troubleshooting UCCX License Issues


May 18, 2017

In Cisco’s contact/call center platform, Unified Contact Center Express (UCCX), the number of agents able to use the platform is determined by the number of licenses purchased by the company. It’s a fairly standard and simple system.

Nevertheless, there are still common problems that arise when purchasing, deleting, or managing these license agreements. As a quick reference and handy guide to these issues, we’ve compiled some troubleshooting tips to help solve these common problems faster.

What’s New In Cisco UCCX V 12.0? Release Updates


UCCX Troubleshooting Tips:


Cannot Delete License

For one reason or another, it may be desirable for a company to delete a license. This is normally accomplished through a simple “delete” button on the UCCX Administration page, but at times, that button is greyed-out and unclickable.

Solution: An unclickable delete button indicates that this license is a “permanent license.” In order to remove it, the administrator will need to be removed via the Command Line Interface (CLI). This is the primary interface for configuring Cisco devices. To delete the permanent license, you will need to use the following command:

utils uccx delete license <licenseName>”


Wrong Number of Seats

UCCX will display the number of available seats, and normally this should correspond with the number of licenses purchased. If it does not, then there is an issue to troubleshoot.

Solution: Reach out to the Cisco Technical Assistance Center (TAC) and ask for a consolidated license. When you contact the TAC, be sure to include the “utils uccx list license” command output as well. After receiving your consolidated license, add it to the server and delete any other permanent or temporary licenses. To do so, you will need to use the command “utils uccx delete license <LicenseName>” The server will need to be restarted after the license modifications are completed.


Wrong Number of IVR Ports

The UCCX licensing page will indicate the number of licensed Interactive Voice Response (IVR) ports. Following the solution below if the maximum number of ports listed is less than the number made available by your license.

Solution: The answer to the problem will vary depending on whether you have Premium Licenses or Enhanced Licenses. For Premium, every purchased seat should provide two advanced IVR ports. The issue arises when the Seats to Ports ratio is calculated incorrectly.

For Enhanced Licenses, the issue arises when UCCX is deployed on an incorrect Open Virtual Appliance (OVA) as the number of ports is directly related to the OVA. UCCX must be redeployed on the correct OVA to fix the issue.


Licensing on UCCX


For the most part, many companies that deploy UCCX in their contact/call center do so without issue, but on occasion, these licensing hiccups can occur. The key is to be able to respond quickly, correct the issue, and move forward.


Bigger Issues?


The contact center team at Mindsight specialized in Cisco and Genesys products. Meet with us for a whiteboard session to talk through the strategy behind the technology you use to power your business today and everyday. 

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For Further Reading:

Cisco UCCX Licensing Made Easy

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