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Top Rated
103 Ratings

Cisco Unified Communications Manager (Call Manager)

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Top Rated
103 Ratings
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Score 8.7 out of 100
105 Ratings
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Score 7.6 out of 100

Likelihood to Recommend

Cisco Unified Communications Manager (Call Manager)

CUCM is probably only very well-suited for the enterprise that must have complete, total control over everything about their communications system, wants to host their phone servers on-premise and wants to have every telephony and communications capability that exists. If you don't have these three needs, you should be looking at cloud hosted communications instead. That's because CUCM takes a great deal of specialized skill and plenty of engineer time to configure, maintain and operate. The server platform used by CUCM (and those of all of the other CU components) is not user-friendly, with interface designs that have not been updated for the 25 years that I've been setting up and maintaining them. That said, it's extremely customizable and inter-operable with just about any other communications component, as long as you have the skill to customize it or connect it. It's also very expensive and the licensing is literally incomprehensible
Jane Updegraff | TrustRadius Reviewer

MiCloud Connect (formerly ShoreTel)

Well, I have been informed of newer cloud solutions that only rely on plugging the phones into the network and not needing any PRI or phone system on prem. This would make for a very inexpensive phone system. I am not sure how inter-office calls would work if the internet is down however.
Josh Novak | TrustRadius Reviewer

Feature Rating Comparison

Cloud PBX

Cisco Unified Communications Manager (Call Manager)
8.0
MiCloud Connect (formerly ShoreTel)
8.7
Hosted PBX
Cisco Unified Communications Manager (Call Manager)
8.1
MiCloud Connect (formerly ShoreTel)
9.0
Multi-level Interactive Voice Response (IVR)
Cisco Unified Communications Manager (Call Manager)
8.0
MiCloud Connect (formerly ShoreTel)
8.2
User templates
Cisco Unified Communications Manager (Call Manager)
8.1
MiCloud Connect (formerly ShoreTel)
8.6
Call reports
Cisco Unified Communications Manager (Call Manager)
7.2
MiCloud Connect (formerly ShoreTel)
9.3
Directory of employee names
Cisco Unified Communications Manager (Call Manager)
8.6
MiCloud Connect (formerly ShoreTel)
8.2

Call Management

Cisco Unified Communications Manager (Call Manager)
7.9
MiCloud Connect (formerly ShoreTel)
8.7
Answering rules
Cisco Unified Communications Manager (Call Manager)
8.5
MiCloud Connect (formerly ShoreTel)
9.0
Call recording
Cisco Unified Communications Manager (Call Manager)
7.2
MiCloud Connect (formerly ShoreTel)
8.7
Call park
Cisco Unified Communications Manager (Call Manager)
8.5
MiCloud Connect (formerly ShoreTel)
9.0
Call screening
Cisco Unified Communications Manager (Call Manager)
7.8
MiCloud Connect (formerly ShoreTel)
8.8
Message alerts
Cisco Unified Communications Manager (Call Manager)
7.3
MiCloud Connect (formerly ShoreTel)
7.8

VoIP system collaboration

Cisco Unified Communications Manager (Call Manager)
7.5
MiCloud Connect (formerly ShoreTel)
8.9
Video conferencing
Cisco Unified Communications Manager (Call Manager)
7.0
MiCloud Connect (formerly ShoreTel)
8.2
Audio conferencing
Cisco Unified Communications Manager (Call Manager)
8.5
MiCloud Connect (formerly ShoreTel)
9.5
Video screen sharing
Cisco Unified Communications Manager (Call Manager)
6.6
MiCloud Connect (formerly ShoreTel)
9.0
Instant messaging
Cisco Unified Communications Manager (Call Manager)
7.9
MiCloud Connect (formerly ShoreTel)
9.0

Mobile apps

Cisco Unified Communications Manager (Call Manager)
8.4
MiCloud Connect (formerly ShoreTel)
7.8
Mobile app for iOS
Cisco Unified Communications Manager (Call Manager)
8.4
MiCloud Connect (formerly ShoreTel)
7.4
Mobile app for Android
Cisco Unified Communications Manager (Call Manager)
8.4
MiCloud Connect (formerly ShoreTel)
8.3

Pros

Cisco Unified Communications Manager (Call Manager)

  • The solution is probably one of the most robust IT solutions we have today. Although it works 24/7, it never required a reset "just because it needs to free memory" for example. In our deployment, the servers never went down due to a bug or software/hardware problem. We only reboot when we need to update or install some software fix.
  • Compared to other platforms on the market, Cisco Unified Communications Manager is the most complete and flexible one. You can manage not only Cisco endpoints but 3rd party too. Also, you can run on bare metal appliances or even in virtualized environments, which gives you more freedom of choice. Considering the amount of model of endpoints available, you can have several options for any use case, from the simplest no display desk phone to a wireless, LCD display, full-featured phone. That also gives you the freedom to select what works best in each environment.
  • If you consider both statements above, you'll see that Cisco Unified Communications Manager as the best ROI on the market. As an example, I can say that we're running instances (both hardware and software) of CUCM for the last 5 years. That's a huge advantage if you compare how short the lifecycle of digital platforms are these days. No upgrades, no parts replacement, no support tickets, no TAC calls, nothing.
Eduardo Viero | TrustRadius Reviewer

MiCloud Connect (formerly ShoreTel)

  • Call quality is very good. Dedicated circuit for QoS is helpful. Even leveraging the Mitel Cloud service over our own ISP has been problem free. The disadvantage to that is the owned and operated router from Mitel where they control more connectivity issues and troubleshoot them as well.
  • Support is also very good. Receive US based support staff when calling in. Issues resolved quickly.
  • They are continuously growing in support and service.
Joe DiCristofano | TrustRadius Reviewer

Cons

Cisco Unified Communications Manager (Call Manager)

  • It can be tricky to implement emergency services through the product (think 911 calls).
  • Would like to see additional enhanced conference calling capabilities to potentially replace paid services.
  • Phone sets can be expensive when purchased in small quantities.
  • More soft buttons for additional saved phone numbers would be handy.
Anonymous | TrustRadius Reviewer

MiCloud Connect (formerly ShoreTel)

  • The Shoretel Mobility app for iPhone does not work very well and is not very intuitive in my experience.
  • We have had many intermittent instances of employees reporting that call quality is bad, sounds like the caller is garbled and underwater.
  • I deployed Shoretel Sky to eleven branches in four states over a 6 month period and experiences were not very consistent. Had issues with not enough power bricks being sent with the phones, some phones not having the the face sticker showing messages, directories, etc., user guides (quick start guides) not getting shipped with the phones at some branches, and phones being programmed incorrectly. This made it very difficult to plan my trips to train employees and install these at the various locations.
Jason Payton | TrustRadius Reviewer

Likelihood to Renew

Cisco Unified Communications Manager (Call Manager)

Cisco Unified Communications Manager (Call Manager) 10.0
Based on 1 answer
We have been using this product for 20+ years and will continue too. This is a great product and new features are always coming out.
Brian Munn | TrustRadius Reviewer

MiCloud Connect (formerly ShoreTel)

MiCloud Connect (formerly ShoreTel) 8.6
Based on 42 answers
Although the price is higher than some of the other Hosted systems out there, the value is definitely worth a renewal. Everything is relative: there are some companies out there who need phones, but don't necessarily care how they work, the functionality/features available/durability etc., they just care that they have phones that make and receive calls. There are other companies that are completely reliant on phones and certain functionality that is provided by the system. There are even some companies who are straight up dependent on the phone system and are losing tons of money anytime they are down, ShoreTel is the perfect fit for theSMB client who sees value in a solid,robust, reliable and high functioning phone system
Greg Golding | TrustRadius Reviewer

Usability

Cisco Unified Communications Manager (Call Manager)

Cisco Unified Communications Manager (Call Manager) 9.5
Based on 2 answers
Although it's very easy to use, once you understand the concepts of IP telephony, as I said before, I think Cisco could have improved the management interface of the platform, adding modern technologies and the design language of the other platforms like DNA Center, etc. This interface hasn't had a substantial improvement for about 10 years
Eduardo Viero | TrustRadius Reviewer

MiCloud Connect (formerly ShoreTel)

MiCloud Connect (formerly ShoreTel) 8.0
Based on 21 answers
I have not used a wide array of communication software, but this far ShoreTel/MiCloud has been the simplest and easiest to get into. My work employs several temps at certain points throughout the year, and they use this piece of software frequently, and new hires seem to have little to no issue using this software. Additionally, this is our primary telephone communication infrastructure, and I have yet to encounter any issues when signed in and regularly using it handling external calls to our department.
Casey Wright | TrustRadius Reviewer

Reliability and Availability

Cisco Unified Communications Manager (Call Manager)

No score
No answers yet
No answers on this topic

MiCloud Connect (formerly ShoreTel)

MiCloud Connect (formerly ShoreTel) 10.0
Based on 27 answers
The system has gone down on us MULTIPLE times. We asked them to move us to a different cluster. Shoretel declined. Basically we had problems or outages every month of the year from June 2012 to date. Our old phone system was just that: OLD, no bells or whistles. But it was up every day and I never had to think about it much until it was time for an upgrade. That's how I want Shoretel to be. I want it so reliable that I never have to think about it.
Anonymous | TrustRadius Reviewer

Performance

Cisco Unified Communications Manager (Call Manager)

No score
No answers yet
No answers on this topic

MiCloud Connect (formerly ShoreTel)

MiCloud Connect (formerly ShoreTel) 5.1
Based on 9 answers
Even though the system uses a lower bandwidth connection we have experienced a higher call quality than our previous system which required a T1 line and back up broadband connection.
Shane Hayes | TrustRadius Reviewer

Support

Cisco Unified Communications Manager (Call Manager)

Cisco Unified Communications Manager (Call Manager) 9.0
Based on 13 answers
The Cisco Technical Assistance Center is very responsive. For business owners or average users, you will be well suited by tier1 once you immediately call in. More advanced engineers will find tier1 questions redundant and would be well served to give all troubleshooting steps already completed immediately upon calling in. Hardware warranty is great as well with replacement within 4 hours of a problem.
Steve Davis | TrustRadius Reviewer

MiCloud Connect (formerly ShoreTel)

MiCloud Connect (formerly ShoreTel) 3.5
Based on 16 answers
ShoreTel Sky's support is amazing. The only reason why I didn't give it a 10 is that we still need to contact them for stuff that we should be able to do, for ourselves, within the management portal. I know their portal is being worked on, so hopefully they will get the "little things" included for self-management.
Zak Gunnells | TrustRadius Reviewer

In-Person Training

Cisco Unified Communications Manager (Call Manager)

No score
No answers yet
No answers on this topic

MiCloud Connect (formerly ShoreTel)

MiCloud Connect (formerly ShoreTel) 6.0
Based on 3 answers
I attended the first ShoreTel installer class in Austin,TX. It was a week of intensive study with a live lab and having hands on experience made the class worthwhile. I have taken all of the sales courses and remaining technical courses either online or self study to keep costs down. I send my techs to the first installer course in Austin as I feel it gives them a solid foundation and most of teh other courses they have taken have been online.
Bryant Bloedorn | TrustRadius Reviewer

Online Training

Cisco Unified Communications Manager (Call Manager)

No score
No answers yet
No answers on this topic

MiCloud Connect (formerly ShoreTel)

MiCloud Connect (formerly ShoreTel) 2.0
Based on 12 answers
The training identified some things M5 (ShoreTel's cloud division) could provide, however it was only using it every day and asking the Shoretel support several questions that I got the hang of it. The training was able to highlight functions but I did not learn how to use the phone from the training.
Kelli Doyle | TrustRadius Reviewer

Implementation

Cisco Unified Communications Manager (Call Manager)

Cisco Unified Communications Manager (Call Manager) 10.0
Based on 1 answer
This was the first phone system we implemented that could span multiple locations. We were very satisfied once fully implemented
Brian Munn | TrustRadius Reviewer

MiCloud Connect (formerly ShoreTel)

MiCloud Connect (formerly ShoreTel) 9.6
Based on 30 answers
I feel that the current features that ShoreTel provides are pretty solid, but in future I would love to see it expand into more features to assist inter team communication if possible. Considering that there was not a single issue with ShoreTel in my whole work period of 6months I think it is safe to say that the implementation is pretty standardized.
Anonymous | TrustRadius Reviewer

Alternatives Considered

Cisco Unified Communications Manager (Call Manager)

Cisco CUCM hands-down beats Genesys for phone provisioning just because of the supported devices. Cisco handsets are leaps and bounds more consistent to provision and easier to troubleshoot than any phone model currently offered by Genesys directly.The configuration of phones in Cisco feels more robust and thought-out than it does in Genesys, as well.User administration between PureConnect and CUCM feels like a bit of a wash, maybe with an edge to Genesys with the ability to add custom attributes to users to make it easier to develop unique customizations.The actual configuration of routing and the dial plan, though, Genesys wins hands-down. Navigating the dial plan in CUCM is a bit of a headache compared to the almost IP-routing-table-like setup that PureConnect employs.
Anonymous | TrustRadius Reviewer

MiCloud Connect (formerly ShoreTel)

Aptela. I chose M5 (ShoreTelSky) because their platform puts call quality first. Their system also uses Cisco endpoints, which are very compatible with the rest of my Cisco network. I also liked the fact that ShoreTelSky uses the internet only as a backup for transport; I use MPLS as my primary connectivity.
Whitney White | TrustRadius Reviewer

Scalability

Cisco Unified Communications Manager (Call Manager)

No score
No answers yet
No answers on this topic

MiCloud Connect (formerly ShoreTel)

MiCloud Connect (formerly ShoreTel) 7.6
Based on 5 answers
Shoretel has been very scalable for our organization. We first installed Shoretel in 2003 to standardize three sites on one phone system. As our needs have changed, our Shoretel system has adapted with our growing needs and added locations. Initially, we were using analog phones and have been rolling out VoIP as our budgeting has allowed.
Gary Lamontagne | TrustRadius Reviewer

Return on Investment

Cisco Unified Communications Manager (Call Manager)

  • Positive impact - The phone system works.
  • Negative impact - When it goes down you don't have phones. However, it may not be the phone system but the router that gives you issues so you have to troubleshoot both.
  • Positive impact - Except for adding and removing users, you don't have to touch it often.
Andrew Murphy | TrustRadius Reviewer

MiCloud Connect (formerly ShoreTel)

  • We save a lot of time not having to dial numbers, measure call volumes and metrics and spend a lot of time configuring new phone systems. Our ROI is high from ShoreTel just in the time we save using and administering the system.
Jonathan Brose | TrustRadius Reviewer

Screenshots

Cisco Unified Communications Manager (Call Manager)

Pricing Details

Cisco Unified Communications Manager (Call Manager)

General

Free Trial
Free/Freemium Version
Premium Consulting/Integration Services
Entry-level set up fee?
No

MiCloud Connect (formerly ShoreTel)

General

Free Trial
Free/Freemium Version
Premium Consulting/Integration Services
Entry-level set up fee?
No

Rating Summary

Likelihood to Recommend

Cisco Unified Communications Manager (Call Manager)
8.5
MiCloud Connect (formerly ShoreTel)
9.3

Likelihood to Renew

Cisco Unified Communications Manager (Call Manager)
10.0
MiCloud Connect (formerly ShoreTel)
8.6

Usability

Cisco Unified Communications Manager (Call Manager)
9.5
MiCloud Connect (formerly ShoreTel)
8.0

Reliability and Availability

Cisco Unified Communications Manager (Call Manager)
MiCloud Connect (formerly ShoreTel)
10.0

Performance

Cisco Unified Communications Manager (Call Manager)
MiCloud Connect (formerly ShoreTel)
5.1

Support

Cisco Unified Communications Manager (Call Manager)
9.0
MiCloud Connect (formerly ShoreTel)
3.5

In-Person Training

Cisco Unified Communications Manager (Call Manager)
MiCloud Connect (formerly ShoreTel)
6.0

Online Training

Cisco Unified Communications Manager (Call Manager)
MiCloud Connect (formerly ShoreTel)
2.0

Implementation

Cisco Unified Communications Manager (Call Manager)
10.0
MiCloud Connect (formerly ShoreTel)
9.6

Scalability

Cisco Unified Communications Manager (Call Manager)
MiCloud Connect (formerly ShoreTel)
7.6

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