Overview

This document provides technical guidance for Service Providers managing Voca CIC under the new commercial model. It outlines how the new bundles, add-ons, and policies are reflected in the system, and what controls and configuration options are available across different levels of administration. As a Super Admin, you will see the full picture of how Voca CIC is structured from service provider and channel management down to tenant-level administration. The goal is to ensure clear visibility, smooth onboarding, and consistent governance across all environments where Voca CIC is deployed.

Administrative Hierarchy

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Channel Level

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Represents resellers, distributors, or managed service providers operating under the service provider.

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Channels can manage multiple customer tenants.

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They receive license allocations from the service provider and distribute them to end customers.

For details, see Channels.

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Tenant Level

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Represents the end-customer’s administrative domain.

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The tenant admin configures day-to-day contact center settings, assigns agents to bundles (CIC1, CIC2, CIC3), and manages call flows, IVR/IVA capacity, and add-ons.

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Tenant admins cannot exceed the license limits defined by their channel, but they have full control over routing logic, app usage (Flex vs. Worker), and reporting for their own organization.

For details, see Tenants.

Licensing Tiers & Add-ons

Voca CIC introduces three distinct license tiers designed to align with different agent profiles and usage patterns.

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Virtual Agent – Used for IVR support only

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CIC1 (Named Agent) - Built for informal or lightweight agents who only require enhanced CX features on top of Microsoft Teams. These agents access the Voca Flex App and benefit from unlimited queuing and basic contact center functionality. CIC1 is licensed per named user, ensuring affordability but with limited extensibility (no floating license support, no Worker App).

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CIC2 (Concurrent Agent) - Designed for formal CX agents who are frequent and heavy users of the contact center. Provides access to the Voca Worker App with advanced routing, presence integration, reporting, and compliance call recording powered by Interaction Insights. Licensing is concurrent, allowing flexibility across agent pools, but restricted to the maximum number of simultaneous active seats purchased.

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CIC3 (Concurrent Agent Premium) - Targeted at enterprise-grade agents requiring the full breadth of capabilities. Includes everything in CIC2 plus enhanced scalability, compliance recording, and advanced add-on integration. CIC3 agents benefit most from planned bursting and floating license options, but remain bounded by fair use guidelines.

In addition, Voca CIC offers Add-ons that extend the core tiers:

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CIC Sessions - Expands IVR/IVA concurrent session capacity beyond the bundle’s included allocation (capped per-seat).

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IVA Services - Provides pre-integrated conversational AI powered by AudioCodes, for customers who do not bring their own Azure Cognitive Services.

Each tier and add-on is carefully designed to balance flexibility, scalability, and cost efficiency, while enforcing fair use policies that safeguard performance and service integrity.