Licence terms
Telia ACE is built by a number of components, offered as user licences, individual licences and system licences. One licence per simultaneously logged in user is required for the user licences. One licence per configured user or extension in the system is required for individual licences.
List for all available ACE licences.
| Licence | Description |
|---|---|
| Active Directory – Adapter | Licence enabling import of users from Microsoft Active Directory. |
| Admin – Configuration | User licence to administrate the customer service and manage the configuration of the service/system. |
| Agent – Operator | User licence enabling operator functionality. User licences Agent Interact – Workplace, Agent Interact – Incoming call and Presence Adapter are also required. |
| Agent Interact – Callback | User licence for outgoing callback calls (where a customer has requested, via IVR or web, to be called back). |
| Agent Interact – Campaign | User licence for outgoing campaign telephony. |
| Agent Interact – Chat | User licence for incoming chat. |
| Agent Interact – Cobrowsing | User licence for cobrowsing. |
| Agent Interact – Direct Inward Dialing (DID) | User licence for incoming personal telephony (direct calls). |
| Agent Interact – Incoming call | User licence for incoming telephony via queues, waiting lists, and inquiry. |
| Agent Interact – Incoming call light | User licence for incoming telephony via queues, waiting lists, and inquiry without screen based telephony. Upgrade to Agent Interact – Incoming call is possible. |
| Agent Interact – Email | User licence for e-mail, sms, fax and WorkItem. |
| Agent Interact – Interaction View | User licence enabling the use of the CRM, chat and e-mail archive Interaction View. |
| Agent Interact – Knowledge | User licence enabling manual and automatic free text search in knowledgebase. |
| Agent Interact – Recording | User licence enabling recording of the user’s telephone calls. All users with this licence may be recorded simultaneously. Note that the recording method used may limit which types of calls that can be recorded. This licence is only available as a cloud service. |
| Agent Interact – Recording On Demand | User licence enabling the user to record calls on demand. The number of simultaneous calls to be recorded is limited to 20% of the users with this licence. Note that the recording method used may limit which types of calls that can be recorded. This licence is only available as a cloud service. |
| Agent Interact – Survey | User licence enabling to see survey statistics from recent contacts (Agent evaluation - survey). |
| Agent Interact – Workplace | This user licence is a basic licence needed to use the other Agent licences. Functions for handling address book and private incoming and outgoing telephony for the workplace are included in this licence. |
| Agent Interface | User licence to get a substantiated interface offering the option of using agent functions from other systems via ActiveX or server interface (CRM). |
| Application IVR – Free speech Channel | One licence per IVR channel for free speech in ACE Application IVR. Functionality for Speech Recognition line is included in the licence. This licence is only available as a cloud service. |
| Application IVR – Inbound Channel | One licence per IVR channel for incoming calls in ACE Application IVR. This licence is a basic licence required to use the other Application IVR licences for incoming calls. This licence is only available as a cloud service. |
| Application IVR – Outbound Channel | One licence per IVR channel for outgoing calls in ACE Application IVR. This licence is a basic licence required to be able to use the other Application IVR licences for outgoing calls. This licence is only available as a cloud service. |
| Application IVR – Speech Recognition Channel | One licence per IVR channel for speech recognition in ACE Application IVR. This licence is only available as a cloud service. |
| Application IVR – Text to Speech Channel | One licence per IVR channel for text to speech in ACE Application IVR. This licence is only available as a cloud service. |
| Callback Interface | System licence to get a substantiated Web Services interface (defined by WSDL-files) offering the option of creating records for callback from the web for example. |
| Campaign Interface | System licence to get a substantiated database interface offering the option of importing records for telephony campaigns. |
| Chatbot | System licence enabling chatbot features. Natural language understanding enabled. Self-learning enabled for intent mapping to knowledge entry. Requires a Knowledge package. |
| Chatbot - Self-service API | System licence enabling self service integration with backend systems for the chatbot. |
| Dialer – Channel | One licence per channel in ACE Dialer. The same licence is used both for channels ringing out and for channel between ACE Agent and ACE Dialer. |
| E-sign – 500 Agent transactions | System licence permitting contact centre users to distribute and process documents, and e-signing of documents for one corporate identity. 500 free transactions are included each month. Additional transactions are charged for. Two sms are included in each transaction. Additional sms are charged for. |
| E-sign – 2 500 Agent transactions | System licence permitting contact centre users to distribute and process documents, and e-signing of documents for one corporate identity. 2 500 free transactions are included each month. Additional transactions are charged for. Two sms are included in each transaction. Additional sms are charged for. |
| E-sign – 10 000 Agent transactions | System licence permitting contact centre users to distribute and process documents, and e-signing of documents for one corporate identity. 10 000 free transactions are included each month. Additional transactions are charged for. Two sms are included in each transaction. Additional sms are charged for. |
| E-sign - 20 Users | System licence permitting users to distribute and process documents, and e-signing of documents for one corporate identity. 20 users with 25 transactions each are included each month. Additional transactions/users are charged for. Two sms are included in each transaction. Additional sms are charged for. |
| E-sign - 75 Users | System licence permitting users to distribute and process documents, and e-signing of documents for one corporate identity.75 users with 25 transactions each are included each month. Additional transactions/users are charged for. Two sms are included in each transaction. Additional sms are charged for. |
| E-sign - 250 Users | System licence permitting users to distribute and process documents, and e-signing of documents for one corporate identity. 250 users with 25 transactions each are included each month. Additional transactions/users are charged for. Two sms are included in each transaction. Additional sms are charged for. |
| E-sign – Extended branding | One license per account (entity) in ACE E-sign for extended branding. E-sign – Extended branding is a license that allows the customer to have a more extended brandings, that is a unique subdomain (company.scrive.com), different colours of icons for participants and status, a branded login page, define email originator. |
| E-sign – Extra account | One license per extra account (entity) in ACE E-sign. E-sign – Extra account allows the customer to have multiple account structures to support extra corporate entities within the organization. The license allows separate invoicing for each account. |
| E-sign – Extra branding | One license per account in ACE E-sign for each extra branding. E-sign – Extra branding is a license that allows the customer to have multiple brands that has different look and feel in terms of colours and logo within the organization. |
| E-sign - Extra user | Licence permitting one extra user to distribute and process documents, and e-signing of documents for one corporate identity. One user with 25 transactions is included each month. Additional transactions are charged for. Two sms are included in each transaction. Additional sms are charged for. |
| E-sign – Swedish eID | One license per account in ACE E-sign for Swedish eID. E-sign – Swedish eID is a license permitting the use of Swedish eID (BankID) in ACE E-sign. The license allow a custom eID display name. Every signing with Swedish eID are charged for. |
| Extension - Queue Login | User license for incoming telephony with an arbitrary phone/mobile without a graphical interface. Agent Interact - Workplace or Mobile Agent - Workplace is not needed. |
| Facebook – Adapter | User licence enabling work with Facebook in ACE Agent. Licences Agent Interact – Incoming Email and Agent Interact – Workplace is required for each user. |
| Fax – Email domain name | System licence enabling customized domain name when sending and receiving fax. |
| Fax – Number | A licence per fax number enabling sending and receiving fax. A transaction fee is added. |
| Historic Data Interface | System licence to get a substantiated interface for exporting statistical raw data to other systems, for example data warehouse. Buying this licence gives access to the ACE Stat Transfer function, executing the transfer. |
| Interact - Video | User licence for incoming video. License Agent Interact - Chat is required for each user. |
| Interaction View Interface | User licence to get a substantiated interface for exporting information from the database for Interaction View to other systems, for example for long term storing, and analysis. This licence provides access to the ACE Interaction View Transfer function, executing the transfer. |
| IVR Gateway – Inbound Channel | One licence per IP IVR channel in ACE IVR Gateway. This licence is only available as a cloud service. |
| IVR VCC – Inbound Channel | One licence per IVR channel in ACE IVR VCC. This licence is only available as a cloud service. |
| Knowledge |
System licence enabling defined range of requests to ACE Knowledge from e.g. Chatbots and Online Widgets. A request is defined as a software request from the web or Chatbot to ACE Knowledge. Chosen package determines max number of requests. An automatic upgrade to next matching package will occur if the number of requests exceeds max number of requests with more than 15 % for two consecutive months. A request is - The Customer writes a request. - The Customer answer a request. - The Customer makes a choice. - A lookup of opening hour or contact channel availability. - A lookup against an integrated system, such as mobile BankID verification. |
| Knowledge – Agent portal | System licence enabling ACE Knowledge web portal, and production environment. This licence is enabling Agent Interact - Knowledge. |
| Message & WorkItem Interface | System licence to get a substantiated interface to deliver work items or tasks to Telia ACE, for routing to agents. |
| Mobile Agent – Callback | User licence for callback from list in the mobile phone’s web browser. |
| Mobile Agent – Incoming call | User licence for incoming telephony from queue in the mobile phone’s web browser. |
| Mobile Agent - Workplace | This user licence is a basic licence needed to use the licences Mobile Agent – Incoming call and Mobile Agent – Callback. |
| Online widgets | System licence enabling smart FAQ features on website. Natural language understanding enabled. Self-learning enabled for intent mapping to knowledge entry. Requires a Knowledge package. |
| Online widgets API | System license enabling integration API to Online widgets. |
| Personal greeting for Agent - Operator (Touchpoint Plus or IVR Gateway) | A function that plays a prerecorded phrase to the calling party when a call that is connected via ACE IVR Gateway is answered. |
| Phrase recording from phone | Licence enabling update of phrases in IVR dialog by calling the IVR. |
| Presence Adapter | User licence to get a substantiated interface offering the options of exporting, in real time, activities to UC systems to synchronise activities in Telia ACE. |
| Proactive Web - Adapter | Licence providing real time analytic of visitors on a web site offering the visitor contact by callback or chat. |
| Pulse Interface | System licence to get a substantiated interface offering the option of real time statistics via a Web Services interface to publish real time data on the web for example. |
| Pulse Monitor– Real time monitor | User licence for supervising current situation status in the customer service. Pulse can be used in two modes, for the administrator’s desktop, or for a monitor visible to the agents. You need one user licence per administrator and one user licence per monitor. |
| Realtime & Workforce Interface | System licence to get a substantiated interface offering the option of exporting real time statistics for workforce planning tools, for example. |
| Recording Audio Interface | System license enabling an interface to retrieve a recorded audio file from ACE Recording. |
| Report – Statistical reports | User licence to get and create statistical reports. |
| Screen Pop Interface | User licence to get a substantiated interface presenting information for screen pop in support systems. |
| Secure Connect | A system licence for a VPN connection. |
| SingleSignOn - ADFS Adapter | Licence enabling single sign on by connecting Telia ACE to Microsoft ADFS. |
| Sms 1000 SE | System licence enabling users with the licence Agent – Operator to send sms. 1000 free sms are included. Additional sms are charged. The alphanumeric sender is predefined “Telefonist”. The licence is only available in Sweden. |
| Sms – Alphanumeric sender | System licence to send sms with an alphanumeric text as sender. It is not possible to send a sms to or reply to an alphanumeric sender. This licence is only available as a cloud service. |
| Sms – Keyword | Licence to use keywords in a shared short number to receive and send sms in Telia ACE. One licence permits a package of keywords. This licence is only available as a cloud service. |
| Sms – Long number | Licence to have your own long number to receive and send sms in Telia ACE. One licence per long number is needed. This licence is only available as a cloud service. |
| Sms – Short number | Licence to have your own short number to receive and send sms in TeliaACE. One licence per short number is needed. This licence is only available as a cloud service. |
| Sms Interface | User licence to get a substantiated interface offering the option of sending and receiving sms messages in real time, e.g. for self-services. This licence is only available as a cloud service. |
| Startup-package ACE Knowledge | Start-up meeting, i.e. a meeting to define the delivery project and its goals. Education of the adminstration tool and introduction to the widgets, user accounts, groups and authorization structure. |
| Startup-package ACE Chatbot | Start-up meeting for Chatbot with introduction to chatbot concepts and education to the functions response methodology and dialog design. |
| Statistics & Workforce Interface | System licence to get a substantiated interface offering the option of exporting statistical data for workforce planning tools, for example. |
| Storage of Interaction View data | Increased storage time of data generated by Agent Interact - Interaction View. A storage time of three (3) months is included. |
| Storage of recorded calls | Increased storage time of recorded calls. A storage time of fourteen (14) days is included. |
| Storage of statistics data | Increased storage time of statistical data. A storage time of three (3) months is included. |
| Survey – Concurrent surveys | Licence for a number of concurrent surveys. This licence is only available as a cloud service. |
| Survey - Sms | System licence to use sms survey in ACE Survey. This licence is only available as a cloud service. |
| Survey – Web | System licence to use web survey in ACE Survey. This licence is only available as a cloud service. |
| Survey – Voice | System licence to use survey via telephone in ACE Survey. This licence is only available as a cloud service. |
| Twitter – Adapter | User licence enabling work with Twitter in ACE Agent. Licences Agent Interact – Incoming Email and Agent Interact – Workplace is required for each user. |
| Update Recording Interface | System licence to get a substantiated interface for adding call data on already recorded calls. |
| User - Active recording | Individual licence enabling recording of the user’s telephone calls. One licence per extension is required. All users with this licence may be recorded simultaneously. |
| User stories for ACE Chatbot | Together with the Customer, develop user stories for the current Customers solution's ACE Chatbot. This often requires Chatbot - Self-service API (S). |
| Voice - Access number CCA PSTN | Accessnumber for receiving inbound calls in Europe outside Dk, No and Sv. |
| Voice - Access number CCA Toll free | Accessnumber for receiving inbound calls in Europe outside Dk, No and Sv. The number is only reachable within the local country. |
| Voice - CCA - Emergency routing | A function per CCA number that enables the Customer to activate a backup solution to route calls within Europe, outside Dk, No and Sv. |
| Voice – MS Exchange integration | Individual licence enabling import of calendar status from Microsoft Exchange for users in ACE Voice. |
| Voice – Number series Dk, No, Sv | Licence enabling a continuous number series. The phone numbers can be used by users, IVRs and diallers in ACE Voice. |
| Voice - Single number Dk, No, Sv | Licence enabling a single number. The phone number can be used by users, IVRs and diallers in ACE Voice. |
| Voice - Single number Zone 1 .. N | Extension number for making (outbound) and receiving (inbound) voice calls in Europe outside Dk, No and Sv. |
| Voice – Softphone | Individual licence providing a soft phone in the computer for ACE Voice. |
| Voice – User | Individual licence enabling a user in ACE Voice. Phone numbers and mobile numbers can be connected to the user. Phone number subscription and mobile subscription are not included in the licence. Voice – Number series can be used for providing phone numbers with Voice – User. Existing phone numbers can be transferred to ACE Voice. |