[cisco-voip] UCCX upgrade versions

[Andy Carse]

Matthew/Anthony,
Thanks for the info, I think :-)
Looks like it's a lot more complicated than I thought.
Time to get my thinking cap on & do some more research.

Rgds Andy



On Fri, 22 May 2020 at 17:30, Anthony Holloway <
avholloway+cisco-voip at gmail.com> wrote:

> 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>
>> [image: Twitter] <https://twitter.com/heliontech>
>> [image: LinkedIn] <https://www.linkedin.com/company/helion-technologies>
>>
>> *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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