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.

This article provides details about managing multiple subscriptions for Webex Contact Center, AI Agent, AI Assistant, and IVR Outbound Campaigns, ensuring streamlined operations while addressing overage, usage allocation, and subscription provisioning.

Usage allocation and billed subscription

Usage is split by subscription, with the exception of Webex Connect usage, which is allocated only to the primary subscription.

For Webex Contact Center Standard/Premium Agents and IVR, the primary subscription (oldest active subscription) is responsible for usage overage. You can view the primary subscription in Control Hub by navigating to Account > Subscription.

For AI Agent, AI Assistant, and IVR Outbound Campaigns, the entitlements and usage for each type are aggregated across all subscriptions containing these usage types. The subscription responsible for the overage is identified for each usage type as follows:

  • The subscription with the respective usage type that had the usage type on it earliest and still has the usage type actively subscribed. Following are some example scenarios:
    • Subscription A is created before Subscription B, and both include AI Agent and AI Assistant.
      • Subscription A, being older, is responsible for overage for AI Agent and AI Assistant.
    • If Subscription A expires and Subscription C is later added with AI Agent, AI Assistant, and IVR Outbound Campaigns:
      • Subscription B becomes the responsible subscription for AI Agent and AI Assistant.
      • Subscription C, being the only subscription with IVR Outbound Campaign, becomes responsible for its overage.
    • If Subscription A is renewed and IVR Outbound Campaign is also added to it:
      • Subscription A once again becomes the responsible subscription for AI Agent and AI Assistant, as it had these types first.
      • Subscription C remains the responsible subscription for IVR Outbound Campaign.

Webex Connect usage continues to be allocated to the primary subscription.

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.

This information applies specifically to Webex Contact Center Standard/Premium Agents and IVR. You must always map all admins and agents to an active subscription on the tenant to maintain uninterrupted access. Assigning a license to a user does not constitute usage. For more details, see the

Cisco Webex Contact Center license consumption and reporting article.

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.

Access for additional partners: If a second partner joins the tenant under multiple subscriptions, they initially get read-only provisioning administrator access. They need to contact the customer administrator to obtain full admin access.

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.