[cisco-voip] Licenses upgrade issues

[Charles Goldsmith]

Agreed whole heartedly, it has lots of room for improvement.  Before 10.x
came out, it was painful, it seems that it's worse now.

The GLO seemingly overworked and the waiting on BU response I always get is
frustrating.  My current case has been open since Dec 14th, almost a
month.  I get emails about once a week with a stupid request for info that
was already in the original case notes from the very beginning.  When I ask
for an escalation to the BU, I hear nothing back until the next week, and
it's another inane request, ignoring my escalation request.

I have not called and asked for the Duty Manager yet, once I get down to
less than 10 days left, I'll be forced to do that, but I shouldn't have to
on something that I gave all of the relevant info for up front, including a
list of the SO# (all purchased in the last 18 months).

On Thu, Jan 8, 2015 at 5:08 PM, Mike <mikeeo at msn.com> wrote:

> Actually I beg to differ. It’s a system that needs to be improved upon.
>
>
>
> *From:* Josh Warcop [mailto:josh at warcop.com]
> *Sent:* Thursday, January 08, 2015 7:01 PM
> *To:* Mike ; 'Dana Tong'; 'Erick Wellnitz'; 'Charles Goldsmith'
>
> *Cc:* cisco-voip at puck.nether.net
> *Subject:* RE: [cisco-voip] Licenses upgrade issues
>
>
>
> It's not a nightmare. It's a consequence of losing important information.
> ------------------------------
>
> *From: *Mike <mikeeo at msn.com>
> *Sent: *‎1/‎8/‎2015 6:52 PM
> *To: *'Dana Tong' <Dana_Tong at bridgepoint.com.au>; 'Josh Warcop'
> <josh at warcop.com>; 'Erick Wellnitz' <ewellnitzvoip at gmail.com>; 'Charles
> Goldsmith' <wokka at justfamily.org>
> *Cc: *cisco-voip at puck.nether.net
> *Subject: *RE: [cisco-voip] Licenses upgrade issues
>
> Dana,
>
>
>
> I’ve been down this road before. You need to do the following:
>
>
>
> 1)      Have your Cisco account team open a PSTS case
>
> 2)      Find out if the ESW contract changed and became unattached from
> UCSS
>
> 3)      SO# this one is huge..sorry to say it’s your golden ticket for
> entitlements you need to find it
>
> 4)      Find all the emails from your previous upgrades you would have
> needed to prove entitlements to get those so finding that will def help
>
> 5)      Cross your fingers
>
>
>
> Welcome to the Cisco licensing nightmare J
>
>
>
> *From:* cisco-voip [mailto:cisco-voip-bounces at puck.nether.net
> <cisco-voip-bounces at puck.nether.net>] *On Behalf Of *Dana Tong
> *Sent:* Thursday, January 08, 2015 6:10 PM
> *To:* Josh Warcop; Erick Wellnitz; Charles Goldsmith
> *Cc:* cisco-voip at puck.nether.net
> *Subject:* Re: [cisco-voip] Licenses upgrade issues
>
>
>
> Hmmm. Kind of hard. They went from 4.1(3) on MCS hardware to 6.0 -> 6.1(3)
>
>
>
> Then purchased CUWL and went to 7.x
>
>
>
> And migrated to 8.6(2) on UCS B series
>
>
>
> And finally upgraded to 10.x.
>
>
>
> Plus moved offices 4 times in the process. Will see if they have the
> original PAKs.
>
>
>
> *From:* Josh Warcop [mailto:josh at warcop.com <josh at warcop.com>]
> *Sent:* Friday, 9 January 2015 8:35 AM
> *To:* Dana Tong; Erick Wellnitz; Charles Goldsmith
> *Cc:* cisco-voip at puck.nether.net
> *Subject:* RE: [cisco-voip] Licenses upgrade issues
>
>
>
> You're not going to get far until you can prove what was paid for. They
> are not being unhelpful intentionally as their systems can only go back so
> far. Being that old those records are no longer online and have been
> archived.
>
> If the client has lost everything including PAK keys you're going to have
> to get with the Cisco AM or that original partner to dig up entitlements.
> Hint: PAK keys have the Cisco SO written on them typically in the bottom
> left corner.
>
> All of this should've been done prior to the upgrade using the LCU utility
> and case opened with Cisco to check entitlement.
> ------------------------------
>
> *From: *Dana Tong <Dana_Tong at bridgepoint.com.au>
> *Sent: *‎1/‎8/‎2015 5:19 PM
> *To: *Erick Wellnitz <ewellnitzvoip at gmail.com>; Charles Goldsmith
> <wokka at justfamily.org>
> *Cc: *cisco-voip at puck.nether.net
> *Subject: *Re: [cisco-voip] Licenses upgrade issues
>
> Hi Erick,
>
>
>
> They did all of the LCU Tool stuff prior to upgrade. All of the contracts
> were active at time of upgrade.
>
>
>
> I still have the common issue of only obtaining licenses that the new PLM
> reports and not what the customer has paid for.
>
>
>
>
>
> The original purchase (SO#) was some 8 years ago with another partner.
>
>
>
> Cheers
>
> Dana
>
>
>
>
>
> *From:* Erick Wellnitz [mailto:ewellnitzvoip at gmail.com
> <ewellnitzvoip at gmail.com>]
> *Sent:* Friday, 9 January 2015 8:04 AM
> *To:* Charles Goldsmith
> *Cc:* Dana Tong; cisco-voip at puck.nether.net
> *Subject:* Re: [cisco-voip] Licenses upgrade issues
>
>
>
> That's what we did to make sure everything was good with their contracts
> contained the right licenses.  Then go through the pre-upgrade process to
> verify then the post upgrade goes pretty fast.
>
>
>
> 5 calendar days, three of which were weekend and holiday, for my last
> upgrade.
>
>
>
> On Thu, Jan 8, 2015 at 2:51 PM, Charles Goldsmith <wokka at justfamily.org>
> wrote:
>
> Get the customer's Cisco AM involved is my advice.
>
>
>
> On Thu, Jan 8, 2015 at 2:47 PM, Dana Tong <Dana_Tong at bridgepoint.com.au>
> wrote:
>
> Guys,
>
>
>
> A customer of mine did an upgrade last August and still has not been able
> to obtain the licenses that they are entitled to.
>
>
>
> The customer first bought CUWL licenses some 8 years ago and have had an
> active and valid UCSS and ESW contract for this entire time.
>
>
>
> Global Licensing provided the customer with a mix of UCL Enhanced and
> Enhanced Plus licenses at the time of upgrade to get the system
> operational. (They didn't have their Owner ID's set and it was an 8-10
> upgrade.) They've been battling with GLO ever since to get their CUWL
> licenses.
>
>
>
> In the 5mths since the upgrade the customers UCSS went overdue but they
> have since renewed with SWSS. GLO still won't provide the licenses.
>
>
>
> Does anyone have any suggestions on how to get some traction here.
>
>
>
>
>
> Regards,
>
>
>
> Dana Tong
>
>
>
>
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