contact center

[bluesea2010]

Hi,

I am running cucm 11.5 , now I want to add contact center for 5 agents 

What license I need  , does it 11.5 work  with contact center 

Thanks

[Konstantin Vaksin]

If you are talking about UCCX, you will need to have licenses for it

Kostia

[bill.king1]

Yes, here's the link to the compatibility matrix about it, but you'll need licensing as @Konstantin Vaksin mentioned. For 5 agents you may want to see if you can use UCM's native hunt options.

https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/crs/express_compatibility/matrix/uccxcompat12_0_5.html

[bluesea2010]

Hi @bill.king1  and @Konstantin Vaksin 

Thanks for the reply. I am not familiar with the cisco uccx  .So I am not sure what parts and components required. 

I am using  cucm version 11.5.1.13902-2 

the  above table (fn7) is saying 11.5 (su4)  is the minimum requirement, I believe  my system is SU3 

So I cannot install  uccx with the current setup ? 

Any alternative solution 

Thanks 

[Roger Kallberg]

Likely you can get UCCX to work with your version of CM, however it would not be recommended. I would advise you to upgrade your environment to the latest SU version and then have UCCX added.

On the topic of alternative solutions. It would be of help if you could outline what you’d want to achieve with adding CC functionality to your system landscape so that we could advise you based on your specific needs.

[bluesea2010]

Hi,

I have cisco unity , i am thinking to enabel acd on cisco unity  and for call recording use a thrid party software.

can you suggest any recording software . 

to upgrade su4 , is is availble to download ? 

Thanks

[Roger Kallberg]

Any SU release is available for download if you have the appropriate support contract assigned to your user account at Cisco.com. The current latest SU for your release is 10. Advice you to upgrade to that, not SU4.

About recommendations for recording system, no I have no experience in that area. I would advice you to reach out to a reputable system integrator with a Cisco UC specialization to get advice on this and also with the part of adding CC services functionality to your system landscape.

[Sabiya Tabasum · Accepted solution]

Hi bluesea2010, 

Yes Contact center works with CUCM!

CUCM 11.5 is compatible with Contact center Express (UCCX) 11.5 , 11.6 , 12.0, 12.5 latest versions.

License till 12.5 are classical licenses which are uploaded on servers via PAK/license files,

from 12.5 onwards you can use classical or smart licenses.

There are types of licenses:

• Basic
• Enhanced
• Premium

For more information on License and its utilization for users/agents before purchasing:

https://www.cisco.com/c/en/us/support/docs/customer-collaboration/unified-contact-center-express/118924-technote-uccx-00.html

Thanks!

[bluesea2010]

Hi,

 I am using  cucm version 11.5.1.13902-2  which is su3 ,  can I  go for   install  12.5 without upgrading cucm ,

I cannot upgrade as I don't have a  support contract .I am in a process of upgrading and renewing the support contract . 

But It may take time and I am in hurry to install the contact center 

Or uccx  11.5 still available for purchase? 

Thanks