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Multiple subscriptions in Webex Contact Center
Multiple subscriptions in Webex Contact Center allow organizations to manage separate billing and subscription terms for different departments within a single customer tenant. This enables departments to share resources like call flows, agents, and reporting while maintaining financial autonomy and flexibility in subscription terms.
For instance, a department may opt for a three-year term for the core Webex Contact Center services, while another might choose a two-year term for Workforce Optimization (WFO) tools. This flexibility ensures that each department can tailor their subscription according to their specific needs and budget cycles.
Incorporating the considerations given in this article allows organizations to manage their Webex Contact Center solutions cohesively and streamline operations across different departments, all while maintaining distinct billing and subscription preferences.
Here's a detailed breakdown of how usage, billing, and access are managed across different subscriptions within the same tenant:
Usage allocation and primary subscription
Usage is split by subscription, only exception is Webex Connect usage, which is allocated only to the primary subscription.
The primary subscription is the oldest active subscription on the tenant. You can view the primary subscription by navigating to Control Hub > Account > Subscription
Overage calculation
Contact Center directs all calculated overage for agent and IVR usage to the primary subscription. It calculates overage based on the aggregate usage across the entire tenant, not by individual subscriptions. For example, if Subscription 1 includes 10 agents and Subscription 2 includes 15 agents, overage charges will only apply to the primary subscription when the tenant's combined total exceeds 25 agents.
Subscription types and provisioning
The provisioning process prevents mixing subscription types within the tenant; all subscriptions must be either concurrent or named, but not both.
You must always map all admins and agents to an active subscription on the tenant to continue their access without interruption. It’s crucial to understand that merely having an active subscription on the tenant doesn’t guarantee that administrators and agents maintain their access.
For example, if you add Subscription 1 to a tenant, and assigned it to Customer Admin 1 and Agent 1. As a result, Customer Admin 1 gains access to the Control Hub/Connect/Engage, and Agent 1 gains access to the Agent Desktop. If you add Subscription 2 to the tenant while Subscription 1 is expiring, you need to map Customer Admin 1 and Agent 1 to Subscription 2 to keep their access.
To manage multiple subscriptions:
1 |
Sign in to Control Hub. |
2 |
Navigate to Management > Users to view the list of users. |
3 |
Click on the user whose subscriptions you want to manage. This opens the User page. |
4 |
On the Summary tab, go to the Licenses section and click Edit licenses. |
5 |
Click the Edit licenses button again to view the licensed services for the user. |
6 |
Go to Contact Center to view all subscriptions for this user. |
7 |
You can go to the desired subscriptions as needed. |
8 |
Click Save to save the changes and exit the screen. |
Support for hybrid and Flex
Both Flex and Flex 3 support multi subscription within the same tenant. Also, this multiple subscription set up is also compatible with hybrid environments.
Telephony options
A tenant is limited to only one telephony option. While there may not be an explicit error message or blocker, compliance with this rule is essential.
All subsequent subscriptions must use that same telephony option (such as Webex Calling, Bundled PSTN, or VPOP) that the first subscription selects during the provisioning. If you want to switch the telephony option for the entire tenant, please contact support.