Contact Center options on UC500 & CUCME

[luklambe]

Simple Contact Center for UC500 - Native on UC500 (5-10 Agents)

Realistically this can support a basic level of functionality for 5 - 10 agents. After about 10 agents you really need to be considering the Cisco Communication Manager Express with the Advanced Contact Center.

Limitations are:

1. 6 ports on the Auto Attendant Script (Shared with voicemail)

2. 10 queues are supported.
3. 30 callers are supported per queue.
4. 20 agents can be assigned to each queue.

Configuration guide - Configuring the UC500 for a Simple Call Center Application with Reporting

Sample Reporting (Cisco.com ID required) - CME BACD Reports

Advanced Contact Center for UC500 (CUCCX)- Requires Additional Hardware, Software & Advanced Certification (12 Agents)

Cisco Unified Contact Center Express Release 7.0 can integrate with the UC500.

Limitations

1. This is tested for up to 12 users on UC500
2. This requires a Cisco Advanced UC Certified partner to be able to sell UCCX

The datasheet for UCCX is available at
http://www.cisco.com/en/US/prod/collateral/voicesw/custcosw/ps5693/ps1846/data_sheet_c78-483369.html

There are a number of limitations when using UCCX on UC500 & Communications Manager Express (CUCME).The main ones being limits on the number of agents, no support for outbound & no support for redudant UCCX servers.

Please refer to the the Cisco SRND & configuration guide

SRND (Chapter 3) - http://www.cisco.com/en/US/docs/voice_ip_comm/cust_contact/contact_center/crs/express_7_0/design/guide/uccx70srnd.pdf

Configuration guide - http://www.cisco.com/en/US/docs/voice_ip_comm/cucme/admin/configuration/guide/cmeuccx.html#wpxref90171

Large & Advanced Contact Center using Cisco Unified Communications Manager Express (10-50 Agents)

Cisco Unified Communications Manager Express platforms can support up to 50 agents using CUCCX.

The datasheet for UCCX is available at
http://www.cisco.com/en/US/prod/collateral/voicesw/custcosw/ps5693/ps1846/data_sheet_c78-483369.html

There are a number of limitations when using UCCX on UC500 & Communications Manager Express (CUCME).The main ones being limits on the number of agents, no support for outbound & no support for redudant UCCX servers.

Please refer to the the Cisco SRND & configuration guide

SRND (Chapter 3) - http://www.cisco.com/en/US/docs/voice_ip_comm/cust_contact/contact_center/crs/express_7_0/design/guide/uccx70srnd.pdf

Configuration guide - http://www.cisco.com/en/US/docs/voice_ip_comm/cucme/admin/configuration/guide/cmeuccx.html#wpxref90171

Contact Center Express 7.0 integration with UC500

[equader621]

Hello Luke,

I was just reading your post on Simple Contact Center for UC500. Your post states that the UC500 system supports 10 queues yet the data sheet provided below states that it supports a maximum of 3 queues. When you say queues are you referring to placing calls on hold when there is a large amount of calls?

http://www.cisco.com/en/US/prod/collateral/voicesw/ps6788/vcallcon/ps7293/product_data_sheet0900aecd8061fb06.html

Thanks in advance for your help,

Emily

[Marcos Hernandez]

Thanks for pointing out this inconsistency Emily. The data sheet is outdated and we will get it fixed. We support 10 queues.

Marcos

[equader621]

Thanks Marcos. Can the queue feature be configured using the CCA tool or will it require loading a tcl script? Also, can a more complex auto attendant with options for english and spanish (same options in each), 15 departments and 9 hunt groups... be configured on the CCA tool? Thank you again.

[Marcos Hernandez]

Our BACD implementaion is fully configurable using CCA. The extent of what we do is explained here:

https://supportforums.cisco.com/docs/DOC-9731

You can also find lots of good info in the CCA Admin Guide:

http://www.cisco.com/en/US/docs/net_mgmt/cisco_configuration_assistant/version2_1/administration_guide/cca21_sbcs_admin_guide.pdf

Thanks,

Marcos