This article shows what's included and what's not in your trial. It also gives you important information to know before starting your trial and how to contact support if you need help.

The new self-service trial experience is being introduced in a phased approach. Partners who currently don't have access can contact their Cisco sales representative in Contact Center to request access.

What's included in your trial

  • Webex Contact Center licensing costs, features included in Flex 3.0, Webex Calling, and Webex Connect

  • Webex Connect includes chat, email, messenger, SMS, and WhatsApp channels. Webex Connect covers the provisioning cost and $150 of utilization cost for SMS and WhatsApp channels.

  • It takes between 5 to 10 weeks to get 10-digit long code (10 DLC) phone numbers for SMS and WhatsApp for the US. However, there's no SLA for the numbers outside of the US as the SLAs vary considerably. If you need these numbers, raise a request through the support section.

  • You can try Google CCAI ES/CX during your trial, but remember that costs are covered by the partner in their Cisco OEM or their own Google projects that aren’t OEM.

  • If you don’t see the Google Contact Center AI card in Control Hub, you can reprovision the trial from Partner Hub. To reprovision, go to Partner Hub > customer’s name > Trials > Manage trial > Complete Order Setup and click Provision. The Google Contact Center AI card will now show and none of your previous configurations will be impacted.

What's not included in your trial

  • You can only use the features that are in General Availability. Features that are available in Early Access, aren't available in trials.

  • Downgrading from Flex 3.0 to Flex 2.0 isn’t possible during trials.

  • Provisioning of trial on a legacy voice media platform such as Classic (CTI) isn’t supported.

  • During the trial, you can provision only Webex Calling. Voice POPs aren't available for trial, and you must reprovision as Webex Calling.

  • You can't request short code phone numbers for SMS and WhatsApp.

  • Webex Workforce Optimization (WFO), extra storage for more recordings than the included amount, additional IVR ports beyond the standard number, campaign management, and bundled PSTN aren’t included in the trial. You can use the Cisco Calling Plan during the trial in specific countries, but it's not officially supported, so if you run into any issues, you won't be able to get help from the support team.

  • You can set up and use integrations during your trial, but if you have questions specific to those integrations, the support team won't be able to answer them.

Cisco support for trials

If partners have questions, need phone numbers for digital channels, have incurred provisioning issues, or system outages, they must contact the Webex Calling Partner Help Desk, which also supports Webex Contact Center inquiries. This is the only support channel available for trials, do not reach out to TAC (Technical Assistance Center) or a Customer Success Manager.

Partner Help Desk will also provide basic configuration support during the trial period. More complex configuration support is not offered for trials and requires the customer’s partner to support.

Before setting up a trial

  • Partners can provision a trial to any new or existing organization, as long as there’s no current contact center trial or subscription active with that organization.

  • You can provision a trial only on Flex 3.0.

  • Trials can last for 30, 60, or 90 days. If you need more time, you can extend the trial. To extend the trial, go to Partner Hub > customer’s name > Trials > Manage trial > Complete Order Setup. From the Trial Duration option, select the number of days for your trial and click Save. All your settings remain unchanged when you extend the trial.

  • The trial automatically provisions on the latest supported voice media platform such as Next Gen (RTMS) with the latest feature sets.

  • Don't use the Cisco Calling Plan for international calls, testing system limits, or managing many calls at the same time. Cisco can end your trial for misusing the Calling Plan.

Upgrade to a paid subscription

Once a customer is ready to purchase, partners submit orders in Cisco Commerce Workspace (CCW) through the subscription provisioning flow. This allows partners to seamlessly add the paid subscription to an existing customer’s org. Completing this flow automatically converts a customer's org from a trial subscription to a paid subscription and allows partners to keep a customer’s configurations.

This process provides a smooth transition from trial to a paid subscription without the need to reconfigure a customer’s entire setup.

Assurance to quality (A2Q) is not required for trials but it is required when upgrading to a paid subscription. The partner needs to complete A2Q after submitting the order in CCW.

After transitioning to a paid subscription, it's important to note that Cisco Calling Plan phone numbers will no longer be available for use. Therefore, you must delete your Cisco Calling Plan locations and phone numbers and replace it with one of the supported telephony options for paid subscriptions. This includes Webex Calling Cloud Connected PSTN, Local Gateway, or Voice POP, as well as Bundled PSTN services. Our support team will not port or migrate Cisco Calling Plan phone numbers to a supported telephony option.