Contact Center & Unity Connection

[Abdallah M Liguo]

Hi all, Sorry I am novice about Contact Center. If Contact Center Express v7.0, Unity Connection v7.0 and Attendant Console v8.5 have to work together with CUCM v7.0 what is the best way to do the call routing? The idea is that the call from outside (PSTN) should first land to IVR before being redirected to Attendant console (when required). Should I use the IVR on the Contact Center Express or the one in Unity Connection?

[Gajanan Pande]

Hey There,

You can go with either UCCX or CUC but UCCX offers more flexibility & resilience than CUC as far as IVR functionality is required. UCCX is an exclusive IVR as against CUC being mainly a VM system but offers IVR functionality with call handlers.

If the given components are your requirement, then CMBE 6k would be ideal for you in case your requirement is not large enough. Please refer CMBE6k datasheet to know it's limitation.

GP.

Pls rate the post if it helps !!

[Abdallah M Liguo]

Thanks Gajanan, but does it mean that there will be some compatibility issues with CUCM (as opposed to CMBE6k)? The problem is that CUCM v7.0 is already procured. Please, advice.

[Gajanan Pande]

If you already have UCCX 7.0 also procured then, the compatibility shouldn't be an issue. Please Checkout UCCX Compatibility matrix for compatible CUCM version.

If the UCCX is yet to be procured then you will have to order it & depending upon compatibility matrix, most likely your CUCM also would need upgrade. Ordering guide can be found here http://www.cisco.com/web/partners/sell/technology/ipc/uc_tech_readiness.html

For CUCM-CUC Compatibility, check compatibility matrix guides available at http://www.cisco.com/en/US/products/ps6509/products_device_support_tables_list.html

GP.

Pls rate the post if it helps !!

[Abdallah M Liguo]

Thanks Gajanan. Hope this will be useful.