[cisco-voip] anyone using Unified Contact Center Express

Tue Oct 4 12:38:13 EDT 2011

The biggest issue with ccx is no doubt the canned reports. That being said with 7x or 8x you can use crystal reports. CCx 8.x still gives you access to the historical reporting database. You need some 3rd party software like sql squirrel and the Informix db driver (ifxjdbc.jar), to get it done, but it is all there. Most 7.x and earlier historical reports work with 8.x, at least in my experience.

Dennis Heim
Network Voice Engineer
CDW  Advanced Technology Services
10610 9th Place
Bellevue, WA 98004

317.569.4255 Single Number Reach
317.569.4201 Fax
dennis.heim at cdw.com<mailto:dennis.heim at cdw.com>
cdw.com/content/solutions/unified-communications/<http://www.cdw.com/content/solutions/unified-communications/>

From: cisco-voip-bounces at puck.nether.net [mailto:cisco-voip-bounces at puck.nether.net] On Behalf Of Lelio Fulgenzi
Sent: Tuesday, October 04, 2011 12:15 PM
To: Erick A. Wellnitz
Cc: cisco-voip at puck.nether.net
Subject: Re: [cisco-voip] anyone using Unified Contact Center Express

yeah, we've used that trick in the past. it works very well.

we've used a database dip script in our case, not sure why we didn't go with XML... not in my hands at the time it was developed.

---
Lelio Fulgenzi, B.A.
Senior Analyst (CCS) * University of Guelph * Guelph, Ontario N1G 2W1
(519) 824-4120 x56354 (519) 767-1060 FAX (JNHN)
^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^
Cooking with unix is easy. You just sed it and forget it.
                              - LFJ (with apologies to Mr. Popeil)

________________________________
From: "Erick A. Wellnitz" <erick.wellnitz at kattenlaw.com>
To: "Lelio Fulgenzi" <lelio at uoguelph.ca>
Cc: cisco-voip at puck.nether.net, "Bantz John F" <BantzJohnF at johndeere.com>
Sent: Tuesday, October 4, 2011 12:13:00 PM
Subject: RE: [cisco-voip] anyone using Unified Contact Center Express

If you have UM or IMAP access to voice messages, you can have someone leave you voicemails and the prompts will be in the correct format.

I’ve used XML in the past with simple scripts to open or close.  This way if poor weather doesn’t allow being on site a supervisor can call in and manually close a center.

From: Lelio Fulgenzi [mailto:lelio at uoguelph.ca]
Sent: Tuesday, October 04, 2011 10:56 AM
To: Wellnitz, Erick A.
Cc: cisco-voip at puck.nether.net; Bantz John F
Subject: Re: [cisco-voip] anyone using Unified Contact Center Express

Oh yeah, another thing I think we struggled with is the lack of client based configuration/customization. For example, we had to build our own prompt management tool and open/closed tool in order to give our clients what they needed.

---
Lelio Fulgenzi, B.A.
Senior Analyst (CCS) * University of Guelph * Guelph, Ontario N1G 2W1
(519) 824-4120 x56354 (519) 767-1060 FAX (JNHN)
^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^
Cooking with unix is easy. You just sed it and forget it.
                              - LFJ (with apologies to Mr. Popeil)
________________________________
From: "Erick A. Wellnitz" <erick.wellnitz at kattenlaw.com>
To: "Lelio Fulgenzi" <lelio at uoguelph.ca>, "Bantz John F" <BantzJohnF at johndeere.com>
Cc: cisco-voip at puck.nether.net
Sent: Tuesday, October 4, 2011 11:50:42 AM
Subject: RE: [cisco-voip] anyone using Unified Contact Center Express

V8 (not the juice) is indeed appliance based.

There are three versions to choose from.  Standard is pretty basic.  No desktop client support and no redundancy are of main note as well as a few sundry items which many call centers find important.

The two other levels add http, email and database functionality as well as redundancy and desktop client support even a web based client if I’m not mistaken.

The main issue I’ve seen is where people go into UCCX with unrealistic expectations.  It is a decent system but it probably won’t compare to many competitor’s products if you’re expecting the end-all-be-all of call center software.

If Cisco turns out to not be what you’re looking for, check out I3 (it can be integrated with Cisco) and is IP based.

From: cisco-voip-bounces at puck.nether.net [mailto:cisco-voip-bounces at puck.nether.net] On Behalf Of Lelio Fulgenzi
Sent: Tuesday, October 04, 2011 10:18 AM
To: Bantz John F
Cc: cisco-voip at puck.nether.net
Subject: Re: [cisco-voip] anyone using Unified Contact Center Express

I think you'll find issues with any contact centre software. The important thing is to come up with a set of requirements you need, want, can't live without, etc and see how they measure up. Some general comments:

  *   N-1 compatibility: although this is getting better, you'll find yourself completing upgrades on both your CUCM and UCCx installations at the same time. If not, you'll have to stage them.
  *   reports: I think the canned reports are not as granular as some people would like, especially if you're trying to plan for staffing
  *   v7 vs v8: v7 is still Windows based, v8+ will be appliance based. it closes off database access a bit so any custom work you have done will likely need to be re-evaluated, i.e. database dips for custom reports with CrystalReports
I'm sure others will also contribute and/or correct me where I'm off...

---
Lelio Fulgenzi, B.A.
Senior Analyst (CCS) * University of Guelph * Guelph, Ontario N1G 2W1
(519) 824-4120 x56354 (519) 767-1060 FAX (JNHN)
^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^
Cooking with unix is easy. You just sed it and forget it.
                              - LFJ (with apologies to Mr. Popeil)
________________________________
From: "Bantz John F" <BantzJohnF at johndeere.com>
To: cisco-voip at puck.nether.net
Sent: Tuesday, October 4, 2011 9:59:25 AM
Subject: [cisco-voip] anyone using Unified Contact Center Express
Hello group,

Anyone using Unified Contact Center Express?  Can you give me any pros or cons to using this package, anything to watch out for?  We have a business unit in Australia that has a Call Manager, and they want to add functionality.  For all of our major call center locations, we are Avaya.  We are not looking to move away from Cisco there so replacing it with Avaya is right out.  We do have the option of extending one of our Avaya systems out there using ACD soft-phones, but we want to explore all of our options.

Since we are talking about basic ACD functionality (prompting, routing & queuing) for less than 100 people, we thought about contact center express.

I have heard good things and bad things about this package, but I am keeping an open mind and want to get the groups opinion.

What has your experience been with it?  Would you recommend using it or looking at other solutions?

Thanks
John Bantz
John Deere - Global Infrastructure Services
515-267-4628 - office
515-314-6478 - cell
BantzJohnF at JohnDeere.Com<mailto:BantzJohnF%40JohnDeere.Com>

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