The licensing can be found in DB Programming. It's been a while since I've used V9, but the current version has it in the programming tree near the top.

ACD also allows you to give each individual an Agent ID separate of their extension. Try not to fall into the trap of giving them the same Agent ID as their extension. It is "easy" for the user, but makes it impossible to track over a period of time. Especially if you have a high turn over rate.