[cisco-voip] anyone using Unified Contact Center Express
Ed Leatherman
ealeatherman at gmail.com
Tue Oct 4 13:16:09 EDT 2011
Depends on how you define "supported"
>From some experience, if you call TAC and ask for help with crystal or
custom reports in general, they will not help you (they just aren't set up
for development support). They will point you to their developer forums and
the general tech support community for help.
But, as far as I know if you follow the guidelines in the documentation
around developing reports, they won't deny you assistance with other issues
just because of that. There is official documentation around 8.x that tells
you how to setup ODBC, Crystal, and even mentions using 3rd party tools like
SQuireL or AGS Server Studio. Check out Chapter 4 in the HR Admin and
Developer Guide for UCCX 8.5.
On Tue, Oct 4, 2011 at 12:40 PM, Lelio Fulgenzi <lelio at uoguelph.ca> wrote:
> That's good news Dennis. We were afraid if we went with Crystal Reports we
> would loose all the effort once we went to v8. Are these "hacks" or tried,
> true and supported options?
>
>
>
>
> ---
> 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: *"Dennis Heim" <Dennis.Heim at cdw.com>
> *To: *"Lelio Fulgenzi" <lelio at uoguelph.ca>, "Erick A. Wellnitz" <
> erick.wellnitz at kattenlaw.com>
> *Cc: *cisco-voip at puck.nether.net
> *Sent: *Tuesday, October 4, 2011 12:38:13 PM
>
> *Subject: *RE: [cisco-voip] anyone using Unified Contact Center Express
>
> 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*
> *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
>
>
> CONFIDENTIALITY. This electronic mail and any files transmitted with it may
> contain information proprietary to Deere & Company, or one of its
> subsidiaries or affiliates, and are intended solely for the use of the
> individual or entity to whom they are addressed, shall be maintained in
> confidence and not disclosed to third parties without the written consent of
> the sender. If you are not the intended recipient or the person responsible
> for delivering the electronic mail to the intended recipient, be advised
> that you have received this electronic mail in error and that any use,
> dissemination, forwarding, printing, or copying of this electronic mail is
> strictly prohibited. If you have received this electronic mail in error,
> please immediately notify the sender by return mail.
>
>
>
>
> _______________________________________________
> cisco-voip mailing list
> cisco-voip at puck.nether.net
> https://puck.nether.net/mailman/listinfo/cisco-voip
>
> ===========================================================
>
> CIRCULAR 230 DISCLOSURE: Pursuant to Regulations Governing Practice Before the Internal Revenue
>
> Service, any tax advice contained herein is not intended or written to be used and cannot be used
>
> by a taxpayer for the purpose of avoiding tax penalties that may be imposed on the taxpayer.
>
> ===========================================================
>
> CONFIDENTIALITY NOTICE:
>
> This electronic mail message and any attached files contain information intended for the exclusive
>
> use of the individual or entity to whom it is addressed and may contain information that is
>
> proprietary, privileged, confidential and/or exempt from disclosure under applicable law. If you
>
> are not the intended recipient, you are hereby notified that any viewing, copying, disclosure or
>
> distribution of this information may be subject to legal restriction or sanction. Please notify
>
> the sender, by electronic mail or telephone, of any unintended recipients and delete the original
>
> message without making any copies.
>
> ===========================================================
>
> NOTIFICATION: Katten Muchin Rosenman LLP is an Illinois limited liability partnership that has
>
> elected to be governed by the Illinois Uniform Partnership Act (1997).
>
> ===========================================================
>
>
>
> _______________________________________________
> cisco-voip mailing list
> cisco-voip at puck.nether.net
> https://puck.nether.net/mailman/listinfo/cisco-voip
>
>
--
Ed Leatherman
-------------- next part --------------
An HTML attachment was scrubbed...
URL: <https://puck.nether.net/pipermail/cisco-voip/attachments/20111004/a88c84f3/attachment.html>
More information about the cisco-voip
mailing list