Upgrade CRM Sales -- Professional

A client originally purchased 10 Professional seats and 10 CRM-Sales seats.  There is only one system defined for this installation.  Needing more transaction capabilities, the client recently upgraded one of the CRM-Sales seats to Professional.  Effectively, the goal is to reduce the CRM-Sales to 9 and increase Professional to 11.
After purchasing the upgrade, the Contractual Information in the License Key Request section of the portal shows:
User Type                          Licensed Requested
AddOn Access License               110      4
Professional User                  10       10
CRM Sales User (Standalone)        10       10
CRM Service User (Standalone)      2        2
Upgrade CRM Sales --> Professional 1        0
In order to deploy the additional professional seat, I've requested a new license with 9 CRM-Sales and 11 Professional.  However, I get a "number of licenses users exceeded" message and only a temporary license is issued.
I have searched the Notes and the licensing documentation, but cannot determine how to claim the "Upgrade CRM Sales --> Professional" contract category so as to enable the additional Professional seat.
Any help would be appreciated.
Dave

Peter & M, thanks to both of you for your responses.
M, I don't believe you need to delete the production system in order to generate a permanent license.  When I first generated the license with the additional user, and then found that it was only a temporary license, I was able to regenerate a permanent license by simply reducing the professional seats back to the original value.
Peter, yes, I confirmed that the license was indeed a temporary one.  We're now pursuing it as an administrative issue with SAP.
Thanks,
Dave

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