Problem:
Engage Licenses used are greater than the number of Engage Licenses available under the Engage Meeting Group Administration page in Veeva CRM Online.
Root Cause:
The end-users that are subject to this issue have the fields
- Engage_Group_vod null,
- Remote_Meeting_Host_Id_vod null,
- but Remote_Meeting_Host_Token_vod populated.
This is caused because the admins in Veeva CRM Online may have been de-allocating the end users from the Engage Meeting Group incorrectly. Admins should only be changing the fields Engage_Group_Request_vod and/or Engage_Group_Provisioning_Status_vod.
Solution:
The solution is to de-allocate the end-user from the Engage Meeting Group when both Engage_Group_vod and Engage_Group_Request_vod fields are empty. This can be used even when licenses are maxed out and as long as the end-user is matched to the correct Engage Meeting Group.
Steps for allocating and de-allocating the end-user from the Engage Meeting Group:
- Set Engage Group Request to match the Engage Meeting Group the end-user is added to.
- Set Engage Group Request to empty to clear out the end-user from the Engage Meeting Group.
- Setting the Retry_Request_vod field along with emptying the field Engage_Group_Request_vod will only de-allocate users when Engage_Group_vod is already populated.
- Calls can still be scheduled/started when the user is listed in Engage Group Admin,
even if one or more of Engage_Group_vod/Remote_Meeting_Host_Id_vod/Remote_Meeting_Host_Token_vod is empty, or potentially were not empty in the past but is empty now and the iPad user hasn't performed incremental sync yet.
Related Documentation:
Knowledge Article - Engage License Management