Quality Manager information

[Waldo Roca Martin]

Hi everyone

Could you help me with some questions about Quality Manager? Thanks

Is this a free software cisco will provide you if you buy the licenses to connect CCX angents to it?

Does if need a especific apliance o your can install it in your own windows virtual machine?

I have read it needs Microsoft SQL Server Standard or enterprise. is this incuded with windows 2003 or 2008? it needs license or something? I don't rememberd if just sql express is free.

The problem is, I have to deploy a CCX solution with recorder QM and I have nerver installed a QM. Our Presales departmet made up a offer to the costumer which only included these concepts for Recorder. 

CCX-85-ADDON-LIC	CCX 8.5 ADDON -   pDelivery LICENSES ONLY
CCX-85-P-PAK	CCX   8.5 autoexpanded Physical Delivery PAK
CCX-85-A-QM-LIC	CCX   8.5 ADDON Quality Manager Named Seat Qty 1 LICENSE
CCX-85-A-CR-LIC	ua

I don't have anything more (no servers, no software) and I suspect presales has overlooked the QM software.

Ask to presales doesn`t help

Best Regards

[Gabriel Saavedra · Accepted solution]

Hi Waldo,

Basically you need to purchase the QM software. Also you need to license the agents for QM. The standard, enhanced or premium UCCX seats are different and apart from the QM agent licenses. There are three types of QM licenses: Compliance Recording License (CR), Quality Manager License (QM) and Advanced Quality Manager License (AQM), you choose the license depending on what you want to achive. CR just call recording, QM call recording and quality management, AQM call recording, quality management and screen recording.

CR works with UCCX standard, enhanced and premium. QM and AQM works just with UCCX premium.

Now, you need to deploy this on a separate server, a Windows Server to be exactly. This doesn't come within the UCCX software. So you need to license your Windows Server and also you need to install and license you Microsoft SQL server.

Here is a installation guide and a release notes guide, for you to go deeper on this:

http://www.cisco.com/en/US/docs/voice_ip_comm/cust_contact/contact_center/workforce_optimization/qm_8x/installation/guide/qm85igc.pdf

http://www.cisco.com/en/US/docs/voice_ip_comm/cust_contact/contact_center/workforce_optimization/qm_8x/release/guide/qm-852rn-cisco.pdf

Gabriel.

[Waldo Roca Martin]

Thank you for the answer.

I have checked the documents and I have some doubts.

You say we have to buy the software. But I can see on Cisco downloas you can download the QM from here

http://software.cisco.com/download/release.html?mdfid=286153542&softwareid=284077947&release=9.0%281%29_SR4&relind=AVAILABLE&rellifecycle=&reltype=latest

The enviroment is a CUCM 9.1 and a CCX 8.5. The document says with CCX 8.5 just support CUCM 9.0. But it doesn't say anything about 9.1  would we have problems with this?

Also, the costumer has Microsoft SQL 2012. At the requirements it doesn't say anything about this version, just SQL 2008.

Thank you

Best regards

[Gabriel Saavedra]

Hi Waldo, from that link you can't download the base software, from the link you ac download the Service Release (patch) that you can apply to your QM base software.

With UCCX 8.5 you can use QM version 8.5(1), 8.5(2), 8.5(2) SR1 and 9.0(1) (according to the UCCX compatibility matrix http://www.cisco.com/en/US/docs/voice_ip_comm/cust_contact/contact_center/crs/express_compatibility/matrix/crscomtx.pdf
)

So look which QM version you are going to deploy to see which  Microsoft SQL databse version is supported.

For QM 9.01 the supported version are:

Use one of the following products to maintain and store the system configuration data.

•Microsoft SQL Server 2005 Standard Edition (Processor Licensing)—1 to 4 processors

•Microsoft SQL Server 2008 Standard Edition (Processor Licensing)—1 to 4 processors

•Microsoft SQL Server 2008 R2 SP1 Express Edition

http://www.cisco.com/en/US/docs/voice_ip_comm/cust_contact/contact_center/workforce_optimization/qm_9x/installation/guide/qm90-installation-user-guide-cisco.pdf

Gabriel