<html><head><style type='text/css'>p { margin: 0; }</style></head><body><div style='font-family: Verdana; font-size: 10pt; color: #000000'>Yeah, I'm more concerned with supported APIs getting these tools to work, not so much getting reports to work. I'd like to go into this knowing that using a supported driver X, your third party vendor (if they know what they're doing) will be able to connect to UCCx v8.x. If they can't, then the vendor can talk to Cisco about interoperability issues.<br><br><span><br><span name="x"></span>---<br>Lelio Fulgenzi, B.A.<br>Senior Analyst (CCS) * University of Guelph * Guelph, Ontario N1G 2W1<br>(519) 824-4120 x56354 (519) 767-1060 FAX (JNHN)<br>^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^<br>Cooking with unix is easy. You just sed it and forget it. <br> - LFJ (with apologies to Mr. Popeil)<br><span name="x"></span><br></span><br><hr id="zwchr"><b>From: </b>"Ed Leatherman" <ealeatherman@gmail.com><br><b>To: </b>"Lelio Fulgenzi" <lelio@uoguelph.ca><br><b>Cc: </b>cisco-voip@puck.nether.net<br><b>Sent: </b>Tuesday, October 4, 2011 1:16:09 PM<br><b>Subject: </b>Re: [cisco-voip] anyone using Unified Contact Center Express<br><br>Depends on how you define "supported"<br><br>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.<br>
<br>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.<br>
<br><br><div class="gmail_quote">On Tue, Oct 4, 2011 at 12:40 PM, Lelio Fulgenzi <span dir="ltr"><<a href="mailto:lelio@uoguelph.ca" target="_blank">lelio@uoguelph.ca</a>></span> wrote:<br><blockquote class="gmail_quote" style="margin: 0pt 0pt 0pt 0.8ex; border-left: 1px solid rgb(204, 204, 204); padding-left: 1ex;">
<div><div style="font-family: Verdana; font-size: 10pt; color: rgb(0, 0, 0);">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?<div class="im">
<br><br><br><span><br><span></span>---<br>Lelio Fulgenzi, B.A.<br>Senior Analyst (CCS) * University of Guelph * Guelph, Ontario N1G 2W1<br>(519) 824-4120 x56354 (519) 767-1060 FAX (JNHN)<br>^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^<br>
Cooking with unix is easy. You just sed it and forget it. <br> - LFJ (with apologies to Mr. Popeil)<br><span></span><br></span><br><hr></div><b>From: </b>"Dennis Heim" <<a href="mailto:Dennis.Heim@cdw.com" target="_blank">Dennis.Heim@cdw.com</a>><br>
<b>To: </b>"Lelio Fulgenzi" <<a href="mailto:lelio@uoguelph.ca" target="_blank">lelio@uoguelph.ca</a>>, "Erick A. Wellnitz" <<a href="mailto:erick.wellnitz@kattenlaw.com" target="_blank">erick.wellnitz@kattenlaw.com</a>><br>
<b>Cc: </b><a href="mailto:cisco-voip@puck.nether.net" target="_blank">cisco-voip@puck.nether.net</a><br><b>Sent: </b>Tuesday, October 4, 2011 12:38:13 PM<div><div></div><div class="h5"><br><b>Subject: </b>RE: [cisco-voip] anyone using Unified Contact Center Express<br>
<br>
<div>
<p class="MsoNormal"><span style="color: rgb(31, 73, 125);">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 3<sup>rd</sup>
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.</span></p>
<p class="MsoNormal"><span style="color: rgb(31, 73, 125);"> </span></p>
<div>
<p class="MsoNormal"><span style="font-size: 10pt; color: rgb(31, 73, 125);">Dennis Heim<br>
Network Voice Engineer<br>
CDW Advanced Technology Services<br>
10610 9<sup>th</sup> Place<br>
Bellevue, WA 98004<br>
<br>
<a href="tel:317.569.4255" target="_blank">317.569.4255</a> Single Number Reach</span><span style="font-size: 10pt; color: rgb(31, 73, 125);"><br>
<a href="tel:317.569.4201" target="_blank">317.569.4201</a> Fax</span><span style="color: rgb(31, 73, 125);"> <br>
<a href="mailto:dennis.heim@cdw.com" target="_blank"><span style="font-size: 10pt;">dennis.heim@cdw.com</span></a></span><u><span style="color: blue;"><br>
</span></u><span style="color: rgb(31, 73, 125);"><a href="http://www.cdw.com/content/solutions/unified-communications/" target="_blank">cdw.com/content/solutions/unified-communications/</a></span></p>
</div>
<p class="MsoNormal"><span style="color: rgb(31, 73, 125);"> </span></p>
<div>
<div style="border-width: 1pt medium medium; border-style: solid none none; border-color: rgb(181, 196, 223) -moz-use-text-color -moz-use-text-color; padding: 3pt 0in 0in;">
<p class="MsoNormal"><b><span style="font-size: 10pt;">From:</span></b><span style="font-size: 10pt;"> <a href="mailto:cisco-voip-bounces@puck.nether.net" target="_blank">cisco-voip-bounces@puck.nether.net</a> [mailto:<a href="mailto:cisco-voip-bounces@puck.nether.net" target="_blank">cisco-voip-bounces@puck.nether.net</a>]
<b>On Behalf Of </b>Lelio Fulgenzi<br>
<b>Sent:</b> Tuesday, October 04, 2011 12:15 PM<br>
<b>To:</b> Erick A. Wellnitz<br>
<b>Cc:</b> <a href="mailto:cisco-voip@puck.nether.net" target="_blank">cisco-voip@puck.nether.net</a><br>
<b>Subject:</b> Re: [cisco-voip] anyone using Unified Contact Center Express</span></p>
</div>
</div>
<p class="MsoNormal"> </p>
<div>
<p class="MsoNormal" style="margin-bottom: 12pt;"><span style="font-size: 10pt; color: black;">yeah, we've used that trick in the past. it works very well.<br>
<br>
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.
<br>
<br>
---<br>
Lelio Fulgenzi, B.A.<br>
Senior Analyst (CCS) * University of Guelph * Guelph, Ontario N1G 2W1<br>
(519) 824-4120 x56354 (519) 767-1060 FAX (JNHN)<br>
^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^<br>
Cooking with unix is easy. You just sed it and forget it. <br>
- LFJ (with apologies to Mr. Popeil)<br>
<br>
</span></p>
<div class="MsoNormal" style="text-align: center;" align="center"><span style="font-size: 10pt; color: black;">
<hr align="center" width="100%" size="2">
</span></div>
<p class="MsoNormal"><b><span style="font-size: 10pt; color: black;">From:
</span></b><span style="font-size: 10pt; color: black;">"Erick A. Wellnitz" <<a href="mailto:erick.wellnitz@kattenlaw.com" target="_blank">erick.wellnitz@kattenlaw.com</a>><br>
<b>To: </b>"Lelio Fulgenzi" <<a href="mailto:lelio@uoguelph.ca" target="_blank">lelio@uoguelph.ca</a>><br>
<b>Cc: </b><a href="mailto:cisco-voip@puck.nether.net" target="_blank">cisco-voip@puck.nether.net</a>, "Bantz John F" <<a href="mailto:BantzJohnF@johndeere.com" target="_blank">BantzJohnF@johndeere.com</a>><br>
<b>Sent: </b>Tuesday, October 4, 2011 12:13:00 PM<br>
<b>Subject: </b>RE: [cisco-voip] anyone using Unified Contact Center Express<br>
<br>
<br>
</span><span style="font-size: 10pt; color: black;"></span></p>
<p class="MsoNormal"><span style="color: rgb(31, 73, 125);"> </span><span style="color: black;"></span></p>
<p class="MsoNormal"><span style="color: rgb(31, 73, 125);">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.</span><span style="color: black;"></span></p>
<p class="MsoNormal"><span style="color: rgb(31, 73, 125);"> </span><span style="color: black;"></span></p>
<p class="MsoNormal"><span style="color: rgb(31, 73, 125);">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.</span><span style="color: black;"></span></p>
<p class="MsoNormal"><span style="color: rgb(31, 73, 125);"> </span><span style="color: black;"></span></p>
<div>
<div style="border-width: 1pt medium medium; border-style: solid none none; padding: 3pt 0in 0in; border-color: -moz-use-text-color;">
<p class="MsoNormal"><b><span style="font-size: 10pt; color: black;">From:</span></b><span style="font-size: 10pt; color: black;"> Lelio Fulgenzi [mailto:<a href="mailto:lelio@uoguelph.ca" target="_blank">lelio@uoguelph.ca</a>]
<br>
<b>Sent:</b> Tuesday, October 04, 2011 10:56 AM<br>
<b>To:</b> Wellnitz, Erick A.<br>
<b>Cc:</b> <a href="mailto:cisco-voip@puck.nether.net" target="_blank">cisco-voip@puck.nether.net</a>; Bantz John F<br>
<b>Subject:</b> Re: [cisco-voip] anyone using Unified Contact Center Express</span><span style="color: black;"></span></p>
</div>
</div>
<p class="MsoNormal"><span style="color: black;"> </span></p>
<div>
<p class="MsoNormal" style="margin-bottom: 12pt;"><span style="font-size: 10pt; color: black;">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.
<br>
<br>
---<br>
Lelio Fulgenzi, B.A.<br>
Senior Analyst (CCS) * University of Guelph * Guelph, Ontario N1G 2W1<br>
(519) 824-4120 x56354 (519) 767-1060 FAX (JNHN)<br>
^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^<br>
Cooking with unix is easy. You just sed it and forget it. <br>
- LFJ (with apologies to Mr. Popeil)</span><span style="color: black;"></span></p>
<div class="MsoNormal" style="text-align: center;" align="center"><span style="font-size: 10pt; color: black;">
<hr align="center" width="100%" size="2">
</span></div>
<p class="MsoNormal" style="margin-bottom: 12pt;"><b><span style="font-size: 10pt; color: black;">From:
</span></b><span style="font-size: 10pt; color: black;">"Erick A. Wellnitz" <<a href="mailto:erick.wellnitz@kattenlaw.com" target="_blank">erick.wellnitz@kattenlaw.com</a>><br>
<b>To: </b>"Lelio Fulgenzi" <<a href="mailto:lelio@uoguelph.ca" target="_blank">lelio@uoguelph.ca</a>>, "Bantz John F" <<a href="mailto:BantzJohnF@johndeere.com" target="_blank">BantzJohnF@johndeere.com</a>><br>
<b>Cc: </b><a href="mailto:cisco-voip@puck.nether.net" target="_blank">cisco-voip@puck.nether.net</a><br>
<b>Sent: </b>Tuesday, October 4, 2011 11:50:42 AM<br>
<b>Subject: </b>RE: [cisco-voip] anyone using Unified Contact Center Express<br>
<br>
</span><span style="color: black;"></span></p>
<p class="MsoNormal"><span style="color: rgb(31, 73, 125);">V8 (not the juice) is indeed appliance based.
</span><span style="color: black;"></span></p>
<p class="MsoNormal"><span style="color: rgb(31, 73, 125);"> </span><span style="color: black;"></span></p>
<p class="MsoNormal"><span style="color: rgb(31, 73, 125);">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.</span><span style="color: black;"></span></p>
<p class="MsoNormal"><span style="color: rgb(31, 73, 125);"> </span><span style="color: black;"></span></p>
<p class="MsoNormal"><span style="color: rgb(31, 73, 125);">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.</span><span style="color: black;"></span></p>
<p class="MsoNormal"><span style="color: rgb(31, 73, 125);"> </span><span style="color: black;"></span></p>
<p class="MsoNormal"><span style="color: rgb(31, 73, 125);">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.</span><span style="color: black;"></span></p>
<p class="MsoNormal"><span style="color: rgb(31, 73, 125);"> </span><span style="color: black;"></span></p>
<p class="MsoNormal"><span style="color: rgb(31, 73, 125);">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.</span><span style="color: black;"></span></p>
<p class="MsoNormal"><span style="color: rgb(31, 73, 125);"> </span><span style="color: black;"></span></p>
<div>
<div style="border-width: 1pt medium medium; border-style: solid none none; padding: 3pt 0in 0in; border-color: -moz-use-text-color;">
<p class="MsoNormal"><b><span style="font-size: 10pt; color: black;">From:</span></b><span style="font-size: 10pt; color: black;"> <a href="mailto:cisco-voip-bounces@puck.nether.net" target="_blank">cisco-voip-bounces@puck.nether.net</a> [mailto:<a href="mailto:cisco-voip-bounces@puck.nether.net" target="_blank">cisco-voip-bounces@puck.nether.net</a>]
<b>On Behalf Of </b>Lelio Fulgenzi<br>
<b>Sent:</b> Tuesday, October 04, 2011 10:18 AM<br>
<b>To:</b> Bantz John F<br>
<b>Cc:</b> <a href="mailto:cisco-voip@puck.nether.net" target="_blank">cisco-voip@puck.nether.net</a><br>
<b>Subject:</b> Re: [cisco-voip] anyone using Unified Contact Center Express</span><span style="color: black;"></span></p>
</div>
</div>
<p class="MsoNormal"><span style="color: black;"> </span></p>
<div>
<p class="MsoNormal"><span style="font-size: 10pt; color: black;">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:</span><span style="color: black;"></span></p>
<ul style="margin-top: 0in;" type="disc">
<li class="MsoNormal" style="color: black;"><span style="font-size: 10pt;">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.</span></li><li class="MsoNormal" style="color: black;"><span style="font-size: 10pt;">reports: I think the canned reports are not as granular as some people would like, especially if you're trying to plan for staffing</span></li>
<li class="MsoNormal" style="color: black;"><span style="font-size: 10pt;">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</span></li></ul>
<p class="MsoNormal" style="margin-bottom: 12pt;"><span style="font-size: 10pt; color: black;">I'm sure others will also contribute and/or correct me where I'm off...<br>
<br>
---<br>
Lelio Fulgenzi, B.A.<br>
Senior Analyst (CCS) * University of Guelph * Guelph, Ontario N1G 2W1<br>
(519) 824-4120 x56354 (519) 767-1060 FAX (JNHN)<br>
^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^<br>
Cooking with unix is easy. You just sed it and forget it. <br>
- LFJ (with apologies to Mr. Popeil)</span><span style="color: black;"></span></p>
<div class="MsoNormal" style="text-align: center;" align="center"><span style="font-size: 10pt; color: black;">
<hr align="center" width="100%" size="2">
</span></div>
<p class="MsoNormal" style="margin-bottom: 12pt;"><b><span style="font-size: 10pt; color: black;">From:
</span></b><span style="font-size: 10pt; color: black;">"Bantz John F" <<a href="mailto:BantzJohnF@johndeere.com" target="_blank">BantzJohnF@johndeere.com</a>><br>
<b>To: </b><a href="mailto:cisco-voip@puck.nether.net" target="_blank">cisco-voip@puck.nether.net</a><br>
<b>Sent: </b>Tuesday, October 4, 2011 9:59:25 AM<br>
<b>Subject: </b>[cisco-voip] anyone using Unified Contact Center Express</span><span style="color: black;"></span></p>
<p class="MsoNormal"><span style="color: black;">Hello group,</span></p>
<p class="MsoNormal"><span style="color: black;"> </span></p>
<p class="MsoNormal"><span style="color: black;">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.</span></p>
<p class="MsoNormal"><span style="color: black;"> </span></p>
<p class="MsoNormal"><span style="color: black;">Since we are talking about basic ACD functionality (prompting, routing & queuing) for less than 100 people, we thought about contact center express.</span></p>
<p class="MsoNormal"><span style="color: black;"> </span></p>
<p class="MsoNormal"><span style="color: black;">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.</span></p>
<p class="MsoNormal"><span style="color: black;"> </span></p>
<p class="MsoNormal"><span style="color: black;">What has your experience been with it? Would you recommend using it or looking at other solutions?</span></p>
<p class="MsoNormal"><span style="color: black;"> </span></p>
<p class="MsoNormal"><span style="color: black;">Thanks<br>
John Bantz<br>
John Deere - Global Infrastructure Services<br>
<a href="tel:515-267-4628" target="_blank">515-267-4628</a> - office</span></p>
<p class="MsoNormal"><span style="color: black;"><a href="tel:515-314-6478" target="_blank">515-314-6478</a> - cell<br>
<a href="mailto:BantzJohnF%40JohnDeere.Com" target="_blank"><span style="color: rgb(30, 102, 174);">BantzJohnF@JohnDeere.Com</span></a></span></p>
<p class="MsoNormal" style="margin-bottom: 12pt;"><span style="color: black;"><br>
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