CUAC Licensing and Troubleshoot
Commonly Faced Issues
Contents
Introduction
Prerequisites
Requirements
Components Used
Background Information
Important Terms
License Activation Code
Registration Code
Licensing Ordering Information (SKU)
Order Information to Upgrade CUAC
Comparison Between Various Versions
Licensing Structure
Demo License
Stand-alone Server
Resilient Server Installation
Steps to License CUAC server
Activate Purchased Software
Activate Evaluation Software
Troubleshoot Common Scenarios
Problem 1: New install and no LAC received
Problem 2: Change the CUAC windows server
Problem 3: Re-hosting the license
Problem 4: Try to get upgrade license and it fails
Problem 5: You ordered incorrect SKU
Problem 6: Licenses have expired
Related Information
Introduction
This document describes the licensing structure of Cisco Unified Attendant Console (CUAC)
server/server-less that starts from version 8.x upto version 11.x and also troubleshoots some
commonly faced scenarios.
Prerequisites
Requirements
Cisco recommends that you have basic knowledge of CUAC.
Components Used
The information in this document is based on these software and hardware versions:
Cisco Unified Enterprise Attendant Console (CUEAC) - 8.x and 9.x
Cisco Unified Business Attendant Console (CUBAC) - 8.x and 9.x
Cisco Unified Department Attendant Console (CUDAC) - 8.x and 9.x
Cisco Unified Premium Attendant Console (CUPAC) - 9.x
Cisco Unified Attendant Console Advanced (CUACA) - 10.x and 11.x
Cisco Unified Attendant Console Standard - serverless (CUACS) - 10.x and 11.x
The information in this document was created from the devices in a specific lab environment. All of
the devices used in this document started with a cleared (default) configuration. If your network is
live, make sure that you understand the potential impact of any command.
●
●
●
●
●
●
Background Information
Important Terms
License Activation Code
1. The License Activation Code is a 27 character code which you will receive once you order
licenses.
2. It is in the format : xxxxx-xxxxx-xxxxx-xxxxx-xxxxx-xx.
3. It is sent to the company in a .pdf format if e-delivery method is used; sent on a piece of
paper if physical configuration is used.
Registration Code
1. It is a 8-character code mapped which depends on number of factors that include the server
MAC address.
2. Located in the CUAC WebAdmin page under Help > Licensing (for server based
deployment) and under Help > About CUAC Standard (for server-less deployment).
Note: For server-less deployment (CUAC Standard), Registration Code is renamed as
Machine Code.
Licensing Ordering Information (SKU)
Version 8 (end of sale Oct 21, 2013)
CUE-ATT-CON
Enterprise Edition
●
CUB-ATT-CON
Business Edition
CUD-ATT-CON
Department Edition
Version 9 (end of sale Dec 18, 2015)
eDelivery:
●
L-CUACD9X-ATT-CON
Department Edition
L-CUACB9X-ATT-CON
Business Edition
L-CUACE9X-ATT-CON
Enterprise Edition
L-CUACP9X-ATT-CON
Premium Edition
Physical Delivery:
CUACD9X-ATT-CON
Department Edition
CUACB9X-ATT-CON
Business Edition
CUACE9X-ATT-CON
Enterprise Edition
CUACP9X-ATT-CON
Premium Edition
Version 10
eDelivery:
●
L-CUAC10X-ADV
Advanced
L-CUAC10X-ADV-HA
Advanced High Availability
L-CUAC10X-STND
Standard
Physical Delivery:
CUAC10X-ADV
Advanced
CUAC10X-ADV-HA
Advanced High Availability
CUAC10X-STND
Standard
Version 11
eDelivery:
●
L-CUAC11X-ADV
Advanced
L-CUAC11X-ADV-HA
Advanced High Availability
L-CUAC11X-STND
Standard
Physical Delivery:
CUAC11X-ADV
Advanced
CUAC11X-ADV-HA
Advanced High Availability
CUAC11X-STND
Standard
Order Information to Upgrade CUAC
There are two ways to purchase the upgrade License Activation Code (LAC), which is used to
retrieve the upgrade license. If you have a valid Unified Communications Software Subscription
(UCSS) or Software Support Service (SWSS) contract then you can purchase Quantity 1 of the
upgrade LAC via PUT (Product Upgrade Tool) website for free. If you do not have a valid contract,
you will have to purchase it with the use of A-la-carte with Quantity equal to the number of
operators required to login simultaneously (same as the number of LAC used in the old version).
Each upgrade LAC is mapped to the LAC of the old version.
Note: All a-la-carte upgrade LACs must be used together to retrieve the license, not
separately.
Note: If you face any contract related issues when you order LAC via PUT, contact your
accounts team or open a case with the PUT team. Link to open a case with PUT Support.
TAC will not be able to assist on contract related issues.
Version 9
Upgrade license obtained through PUT (with a UCSS contract):
●
CUACD9X-AC-UPG
Department Edition
CUACB9X-AC-UPG
Business Edition
CUACE9X-AC-UPG
Enterprise Edition
A la carte upgrade license (without a UCSS contract):
1. eDelivery:
L-CUACD9X-U-AC=
Department Edition
L-CUACB9X-U-AC=
Business Edition
L-CUACE9X-U-AC=
Enterprise Edition
2. Physical Delivery:
CUACD9X-U-AC=
Department Edition
CUACB9X-U-AC=
Business Edition
CUACE9X-U-AC=
Enterprise Edition
Version 10
Upgrade license obtained through PUT (with a SWSS contract)
●
CUACADV10X-AC-UPG
Advanced
CUACST10X-AC-UPG
Standard
Note: Only Department Edition deployment with a UCSS contract will be able to order this
SKU through PUT.
A la carte upgrade license (without a UCSS/SWSS contract):
1. eDelivery:
L-CUAC10ADV-U-AC=
Advanced
2. Physical Delivery:
CUAC10ADV-U-AC=
Advanced
Note: There is no a la carte upgrade option for Department Edition deployment to obtain
CUAC Standard licenses.
Version 11
Upgrade license obtained through PUT (with a SWSS contract):
●
CUACADV11X-AC-UPG Advanced
CUACST11X-AC-UPG
Standard
A la carte upgrade license (without a UCSS/SWSS contract)
1. eDelivery:
L-CUAC11ADV-U-AC= Advanced
L-CUAC11ST-U-AC=
Standard
2. Physical Delivery:
CUAC11ADV-U-AC=
Advanced
CUAC11ST-U-AC=
Standard
Note: From version 10.x onwards, there are no separate
Enterprise/Business/Department/Premium editions. All current Enterprise/Business/Premium
edition deployment can upgrade to Advanced version and the Department edition
deployment upgrade to Standard edition. You cannot upgrade to the Advanced version from
any version of Department Edition.
Comparison Between Various Versions
Licensing Structure
Demo License
1. 5-day demo licenses come by default during any new install or upgrade of your CUAC
server.
2. This 5-day demo license can be extended up to a maximum of 60-day evaluation license
(one-time only) by downloading the .rgf file from the Licensing website (Activate Evaluation
Software section).
3. Please note that it is not technically possible to extend this Evaluation period by more than
60 days by Cisco.
4. CUAC server services will be stopped if the server is not licensed with purchased licenses
within this period.
Stand-alone Server
1. Every CUAC server will have one server license.
2. Number of seat licenses is purchased depending on the number of operators logged into the
console simultaneously.
3. All operator seat licenses can be combined under 1 consolidated LAC or can be different
LACs.
4. Every operator seat license has a server license tied to it so separate server licenses are not
purchased.
Resilient Server Installation
1. Untill CUAC version 9.x, separate licenses are installed on both primary and secondary
servers. You will receive two different LACs for both the servers.
2. From 10.x onwards, all licensing information is held on the Publisher server and information
is replicated to the Subscriber server.
3. There will be no resilience license by default on installation.To install/configure resilience a
separate license will be required.
4. Resilience is enabled by default under evaluation licenses (5 days or 60 days)
5. Resilience becomes an add-on license once product is purchased.
6. Current Enterprise and Business Edition deployment can add resilience to their solution at
any time after migrating to CUAC Advanced.
Steps to License CUAC server
Activate Purchased Software
Here is the guide which explains the step-by-step procedure (with screenshots) to retrieve the
license file (.rgf format) for your server.
It also explains the steps required to retrieve the upgrade license after you purchase the Upgrade
LAC from Cisco Systems.
Steps to License CUAC server
Note: Since this guide is the official document from Cisco, it was created before CUAC
Advanced or CUAC Standard were released, but the steps remain the exact same for all
Editions.
1. The upgrade LAC does not hold any information of the licenses on your old server.
2. Only when you visit the Licensing website to redeem the new licenses, you will be able to
transfer the license information from your old version to the new one.
3. You will need to keep either the Registration code of the old server (if not changed after
upgrade) or all the old LACs used on the old server for you to successfully transfer the
licenses to the new version.
4. If that information is not available, collect the following information used to activate the
license on the old server: Sales Oorder number or LAC or email address, username, and
company/partner location used to order the licenses and open a TAC case.
Activate Evaluation Software
Here are the steps used to retrieve the 60 days evaluation license:
1. Go to the Licensing Website www.cisco.com/go/ac.
2. Sign in with your credentials. If you have not already registered, make an account (steps
mentioned in the link above). (This is NOT your Cisco.com ID).
3. Select the necessary company details.
4. Select the version and edition for which you need the license.
5. Enter the Registration code/Machine code of the server.
6. Click Submit. You will receive a .rgf file mailed to your email ID.
7. You can now upload this file in your serve.
8. Your server will be licensed for the next 60 days.
Note: There are no separate licenses for the CUAC console client
Troubleshoot Common Scenarios
Problem 1: New install and no LAC received
1. A new installation of CUAC server was done and LACs were purchased from Cisco but
never received the same.
2. Check the order status using Cisco Order Status Query Tool. If the status of the order does
not show Complete, wait while it is processed.
3. If it shows Completed and you still have not received the LACs, keep the Sales Order
Number that you used to purchase these LACs ready.
4. Open a case with Cisco TAC for them to retrieve the LACs.
Problem 2: Change the CUAC windows server
1. Your CUAC server crashed and the installation is now done on a different server.
2. The Registration Code for the new server will be different.
3. Since licenses are tied to the Registration Code, your licenses will become invalid.
4. Keep the old and the new Registration Code ready and open up a case with Cisco TAC for
them to reset the LAC(s) for you.
5. You will be able to map the LAC(s) with the new Registration Code to generate the license
file for your server after this.
Problem 3: Re-hosting the license
1. There might be a case wherein CUAC server was migrated from one Windows machine to
the other or changes were made on the Windows machine.
2. In these scenarios, it is possible that certain parameters to which a Registration code is tied
changes, and ultimately the Registration Code as well.
3. As seen previously, licenses are mapped to a particular Registration Code and when that
changes, the licenses are rendered invalid.
4. Contact Cisco TAC to have them reset your LAC(s).
5. You will be able to map the LAC(s) with the new Registration Code to generate the license
file for your server after this.
Problem 4: Try to get upgrade license and it fails
Scenario:
CUAC license (Assume, 8.x) was purchased, but the install of that server was never done and you
upgraded the CUAC server to (Assume, 9.x) and order the upgrade LAC(s) and When trying to
redeem the upgrade LAC on www.cisco.com/go/ac, it fails.
1. This is because the CUAC 8.x license was never used and hence there is no Registration
Code tied to that LAC in the CUAC licensing database. Upgrade LAC does not hold any
information about the old server.
2. To resolve: you need to use your 8.x LAC with the 9.x server Registration Code, set that 8.x
license aside and go back to www.cisco.com/go/ac, then redeem the 9.x upgrade LAC. This
will successfully produce the 9.x permanent license file.
Problem 5: You ordered incorrect SKU
1. Contact your Cisco accounts team to perform an RMA on the incorrect order and then get an
order for the correct part number.
2. TAC will not be able to assist you on this.
Problem 6: Licenses have expired
1. In case your 5 days demo licenses have expired, you can visit the Licensing Website and
retrieve the 60 days evaluation license (one-time only). Refer Steps to License CUAC server
.
2. In case you have already used the 60 days evaluation license and that has expired as well,
the only option would be to purchase licenses from Cisco and permanently license your
CUAC server. There would be no workaround to increase this 60 days evaluation period.
Related Information
●
●
●
Licensing Website: www.cisco.com/go/ac
Install and admin guides for each CUAC edition: Install and Admin guides
Technical Support & Documentation - Cisco Systems