[cisco-voip] UCCX upgrade versions

[Anthony Holloway]

If 12.0 is considered, I'd just go 12.5 for long life release reasons, over
12.0, plus you can modernize your licensing to smart.  You get a few other
fancy features too, but you may not have a business need for them at this
time.

If you do go WFO (which is one of several options - Imagicle being another)
then you cannot use smart licensing, it will hold you back on classic
licensing.

Also, separate from versioning, this may be a good time to look into Flex
licensing, since you're building new anyways, as there are some advantages,
albeit, you could spin anything as an advantage if you wanted to.  E.g.,
What doesn't kill you, makes you stronger.

On demand recoding goes away with finesse in v11+ because that was a CAD
only feature.  In fact, there are several items which you will change the
functionality for Agents, when moving to Finesse, and they generally fall
into one of three categories:

1. Complete loss (E.g., Contact management pane, keyboard macros, and does
anyone even know what IPC Actions
<https://www.youtube.com/watch?v=88E-z0ShlFE> are?)
2. Comparable replacements (E.g., Finesse doesn't the call details outside
of the caller ID, you need to script a half-way solution to get the CSQ
name and hold time to show for the Agent; and also, workflow rules/actions)
3. New Features (E.g., Gadgets! - except, they're hard to do right/well,
and you'll likely just end up buying them from someone like 2ring)

Browser support becomes a huge issue now.  So, three times, which I can
recall, a browser issue has completely shutdown some call centers:

1. FireFox with weak diffie helman support (or lack thereof)
2. Chrome with background tab discarding
3. IE not supporting HTTP WebSockets (established hundreds if not thousands
of connections to the server)

As for path, I think installing new is a great option.  It will give you
the time to test 100% of the system before swinging any prod traffic to it,
and you can even then move a team at a time (you're only 20 agents, but the
point still stands for anyone else).  You will "lose" historical reporting
on the new system, but as long as you keep both operational to the date
wherein the old data is no longer needed, then you should be ok.  Reporting
users may just need to run reports off old + new for a bit.

On Fri, May 22, 2020 at 11:09 AM Matthew Loraditch <
MLoraditch at heliontechnologies.com> wrote:

> If you have to build a new install, I would go to at least 12.0 as there
> are GUI changes in that version to Finesse and then you can avoid that
> change down the road.
>
>
>
> I’ve not used on demand recording so I can’t speak to that.
>
>
>
> Matthew Loraditch​
> Sr. Network Engineer
> p: *443.541.1518* <443.541.1518>
> w: *www.heliontechnologies.com* <http://www.heliontechnologies.com/>  |
> e: *MLoraditch at heliontechnologies.com* <MLoraditch at heliontechnologies.com>
> [image: Helion Technologies] <http://www.heliontechnologies.com/>
> [image: Facebook] <https://facebook.com/heliontech>
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>
> *From:* cisco-voip <cisco-voip-bounces at puck.nether.net> *On Behalf Of *Andy
> Carse
> *Sent:* Friday, May 22, 2020 11:03 AM
> *To:* Cisco VoIP List <cisco-voip at puck.nether.net>
> *Subject:* [cisco-voip] UCCX upgrade versions
>
>
>
> [EXTERNAL]
>
>
>
> Hi,
>
> I'm going to ask a probably stupid question but it's been awhile since I
> had to do a UCCX Upgrade.
>
>
>
> So what is the "go to" version of UCCX these days?
>
> I'm currently on 10.6(SU3) as its the last CAD version.
>
> So now I need to bring on Finesse which doesn't seem too difficult albeit
> its an old version on our system.
>
> It will be a new install as I can't break the existing setup on purpose.
>
> One issue I think I will have is on demand call recording which was
> relatively straight forward with CAD
>
> and the built in bridge on the handset, but I don't think that work with
> Finesse from what I can see from Google searches, unless WFO comes into the
> mix.
>
> We have a max of 20 agents logged in at any one time.
>
>
>
> Any pointers for the path to tread would be appreciated.
>
>
>
> Rgds Andy
> _______________________________________________
> cisco-voip mailing list
> cisco-voip at puck.nether.net
> https://puck.nether.net/mailman/listinfo/cisco-voip
>
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