Workspace is utilizing email license and I don't know why

Genesys Cloud Routing
1

Hello,

I have a workspace and agents that don’t need an email license, but the workspace we built for them is taking one anyways.

I cannot locate the allocation of licenses by workspace, but I can see that this workspace has access to the interaction server and the chat server. These media channels are not needed in the this workspace as it’s voice only usage/skilling. Is it possible that just having the connection to the interaction and chat servers is going to facilitate the usage of an email license?

Thanks

Steve

2

Urmmm what?
Lol

Check your agent role, maybe has Can-Use-Email=yes on his WDE role

3

I did check the roles just now and my voice only role does not have chat or email allowed.

4

Check WDE start up logs
And what makes you say you have this license being consumed?

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5

Sure it’s not just some UCS thing you’re seeing?

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6

I get media error 68 - could not check out license for an email license that a workspace/agent should not be utilizing.

7

Then it is role…double check

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8

I checked the roles and they are set to voice only.
Email and Chat are not allowed.
This may help… the agents that are getting the media error and taking a license aren’t actually able to utilize the email feature they are only absorbing an email license. All functionality for email is disabled and they don’t see email workbins, just taking the license.

9

Check the WDE logs and look for what roles and configuration have been truly used. I have encountered an issue where the roles have not been propagated properly via Access Group definition