UCCX and the future of CAD

[gmartindell]

Hello,

I've heard rumors that CAD and CSD will no longer be supported with CCX 11.  Can anyone validate if this is true?  I am planning a CCX deployment and need to deploy some of the features in CAD that to my knowledge, Finesse does not yet support (like on demand recording)   I also, do not want to deploy CAD if it will not be supported in the next release.

Thanks in advance,

Glenn

[david.macias]

I've not heard if CAD is dead on 11, but I would not be surprised if it was going to be. Considering 11 might not be available until late this year you might as well go down the Finesse route.

david

[Aaron Harrison]

Hi Glenn

You are correct, CAD is intended to be dropped from 11.0. UCCX 10.6 will support (with a patch) both CAD and Finesse concurrently to allow migration.

The two are very different, and there are feature disparities. Personally on any new deployment I would go Finesse unless there is a very specific requirement that FInesse, or an add-on cannot fulfil. 

For example, CAD on-demand recording is 'easy', but has limited usefulness that generally means it isn't used much even when I've deployed it - inability to retain calls, inefficient interfaces for access, etc. If recording is important a proper recording product may be worth investigating.

Aaron

[gmartindell]

Aaron,

Thanks for the reply.   One of the issues I'm facing is for the ability for agents to do ad hoc recording for malicious calls.   I do not see a way to accomplish this using Finesse and Media Sense without using a workflow which would record all calls based on the workflow criteria.  Is there a way to do this that I'm not aware of?

Thanks,

Glenn