We used it as a …
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- Answering rules (39)8.787%
- Directory of employee names (36)8.686%
- User templates (36)8.585%
- Audio conferencing (37)8.080%
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- Integrated voice applications.
- No need exists for special purpose voice processing hardware.
- Production environments, requires only upgrading software on the server platform.
- So, in each update Call manager is improving for be better.
- Smooth IP based calling on LAN / WAN
- Integration with other Cisco UC components to provide enhanced features
- Jabber registration for ease for calling from mobile devices
- Does not have good reporting functinality. Most of the reports are pretty raw
- CUCM still have many open bugs which needs to be fixed
- Some of the configuration could be very complex and tough to implement
- User guides could be made more user friendly and intuituve
1. An organization with very restricted policies and compliance where can't move to cloud-based solutions for data security. They can install the CUCM on-premises.
2. An organization that is still on a legacy phone system could adopt CUCM to save costs and have better services.
- Integrated well with other Cisco platforms
- Recent code versions have better compatibility with third-party solutions
- Biggest bottleneck with most of Cisco's hardware-based collaboration platforms is code management
- If Cisco can figure out the number of bugs that constantly keep appearing for these platforms, it could face lesser challenges competing with challengers
- Customizability - The program allows for a lot of specific features and ways to use the program.
- Traditional - The system is a very traditional phone system, with everything you would expect and need from an enterprise phone system.
- Expandable - The system allows from a small amount of users to a large amount, with no upper limit.
- Remote working - CUCM really struggles when it comes to remote work. In order to access the system remotely, a VPN or DirectAccess must be used.
- Extreme complexity - While CUCM does have more settings for flexibility, this also means there's more chances to mess up a setting and render a phone or line unusable, and there's much, much more to know about the system.
- No cloud solution - CUCM requires on site servers. Currently, Cisco does not have a cloud solution for their call manager.
CUCM is less appropriate in a situation where large amount of remote working is needed, or in situations where it needs to have 100% uptime, especially because of the need for physical servers. It's also not as good if staff prefers soft phones over physical phones.
- End to end communication
- Call forwarding
- Call waiting
- Conference call
- This solution is extremely stable and has been running in our environment for several years without (unscheduled) downtime.
- The ability to have voicemails automatically sent as an email message is extremely helpful in helping us to keep in touch while away from the desk.
- The Call Manager provides us very granular settings to route our calls as we want.
- As with most Cisco products, they come with a higher price point than some of their competitors.
- Due to the level of granularity that it provides, there is a somewhat steep learning curve to administrators who are new to the platform.
- Navigation within the application can be difficult/cumbersome at time because there are so many different areas. I think perhaps a more simplified GUI would be an improvement.
We used it as a call control agent and for corporate telephony in my honest opinion you can get better than this.
On the call centre environment is not the best but its amongst the best, but I believe their core business is corporate telephony.
- SIP Trunking
- Phone Registration
- User Management
- CallCenter features
- Device failover and fallback. Because all devices ( IP phones, gateways, trunks, etc.) are distributed across all active servers, they are able to register with other active servers in case the current becomes unavailable. In this way, you can reduce the impact of any server becoming unavailable.
- Virtualization. Call Manager appliance can run under virtualized environments.
- Several features such as Survivable Remote Site Telephony makes Call Manager the best IP telephony solution in the market.
- Wide quantity and variety of end-user devices, including the most newest and modern ones in the market that can fit any budget and need.
- Call Manager is intended to be integrated with the newest collaboration tools like Webex and Jabber for call processing purposes.
- Great customer support services from the Vendor. The Technical Assistance Center is fantastic, experienced engineers are ready to help quickly out with any request.
- Administration web page is little bit hard to understand at the beginning specially if you are not familiar with naming convention and GU Interfaces.
- Call Detail Record interface is fine but would be desirable to include more options that fit organization needs in terms of reporting purposes.
- Self Care Portal interface could be more useful to the end user if it includes options to manage some features without administrators involving.
- Upgrade process
- Lacks reporting features
- Provide VoIP based calling.
- Provide support to Jabber using IM&P and CUCM integration.
- Provide free IP based telephony.
- The ungraceful shutdowns causing unrepairable issues to DB is something Cisco should work on.
- Python should be integrated more with Cisco specific libraries.
- Unified administration of all your telephony devices
- Integration with third-party devices and applications
- Integration with voicemail, instant messaging and contact center
- Support of all Cisco IP phones and third-party SIP devices.
- Good troubleshooting tools for voice calls
- The interface is a little bit old. They need to update the look of the web page.
- There are a lot of menus--it should be better organized.
- When updating a device package you have to reboot.
- Extremely broad industry support and resources available
- Scales up well, and the new licensing is much more straightforward than before
- Cisco has changed their CUCM licensing model four times since we started using it
- With all of the power and features, it can be overwhelming to new users
- Extensive call routing functionality
- In depth auto attendant capability
- Requires skilled and knowledgeable engineers to deploy.
- A lot of moving parts to get full system running
- Managing Cisco iPhones.
- Managing Jabber application communication.
- Ease of iPhone and user management.
- Integration with Microsoft Skype for business.
- Needs easier GUI.
- Licenses are costly.
1- Cisco Unified Communication Manager (Call Manager) support are one of the best support team in the market.
2- They support us for any problem, hardware, software, configuration, and bugs.
3- There are a lot of courses available for training of Cisco Unified Communication Manager (Call Manager ) solutions.
4- There are a lot of customers communities discussing these solutions and help each other regarding any problems
- Powerful feature set out of the box.
- Mature platform and vast support direct from Cisco and from the community.
- Integrations available to many APIs, other platforms.
- We would like to have rules based call routing.
- We would like to see licensing easier to manager.
- A unified GUI will help with the multiple software packages.
Call Manager is best for:
- Large scale enterprise deployments.
- Mature platform needs.
- Contact Center.
- Small SMBs.
- It is a secure solution. There are no severity 5s vulnerabilities associated with this solution.
- The quality of the sound is excellent. There are very few solutions with such good quality in terms of latency, quality and delay/response.
- It is highly scalable and easy to use.
- It should have a free or beta version.
- More than 199 should be allowed to attend the meetings.
- During the meetings, the users should read the reasons why they are facing issues (connectivity issues, network, latency, poor quality/only sound, etc).
- Voicemail to email
- Jabber provides some great flexibility
- There are a lot of options
- Can be easier to configure
- Conflict between single number reach and jabber answering a call on a mobile device
- Video integration
- Implementing public trusted certificates.
- CUCM provides excellent call quality
- CUCM gives visibility into call handling and call records
- CUCM allows us to control everything about our voice communications
- CUCM is overly complex and requires a very capable engineer to maintain it. Similarly, implementing anything new requires a great deal of specialized knowledge of CUCM.
- CUCM is difficult to troubleshoot because of it's complexity.
- CUCM is expensive licensing and they nickel and dime you with a plethora of tiny little license charges for every little feature. They have the most convoluted licensing models, ever, for their CU products in general.
- The first strength is this is a VoIP system allowing voice to travel across a data IP network. This makes cabling for phones very easy as the phone will utilize the same network cable that your PC would. This also means less infrastructure to support voice. No need for large PBX systems and closets that hide cabling nightmares.
- Cisco Unified Communications Manager is a very flexible product. It can be custom configured to best suit your business needs and locations. It can be used as a single tenant or multi tenant system. Each site or office location can be configured separately from others for greater control.
- Cisco offers a wide range of phone models for various needs and supports many third party SIP phones. There are also multiple ways to integrate with legacy systems during a system migration or when integrating a new company or office.
- Licensing can be difficult to understand. Cisco has changed licensing models multiple times over the years and determining what modes is best suited for your company can be difficult.
- Systems backups need some work. If you are in a multi server geographically separated environment backups can be a problem. All servers are included in a backup session and if servers are across a WAN connection all that data is being pulled across the WAN. I would like to see cloud backup or multi location backup options.
- When phones move between sites/subnets it would be nice to have a feature that could automatically move the phone configuration from one device pool to another so that location specific options are set for the moved phone.
- It is versatile and it is intergraded into other systems, like our emergency system.
- Easy to set up and use.
- Good for sharing phones. Has the ability to log into a phone to get voicemails and receive calls. Then another person can use the same phone later.
- Like the connection to Jabber on the computer. Great for when you are at a computer but not by the actual phone.
- The voicemail settings are great. I love that I can set my vacation voicemail to expire at a certain date and time, so I don't have to remember to change my voicemail back when I return.
- One thing I have trouble with is changing my name for the standard greeting. I changed it for internal calls, but I couldn't get it to change overall.
- I think for the future a touchscreen would be nice.
- Multiple calls coming in at the same time to different locations.
- System is easily customizable. We can make the system operate differently from one location to the other.
- The system is robust and the hunt groups are able to be set up ad hoc which is great.
- The online interface has not been updated for a couple of years. This could be worthwhile.
- Ability to log in to the system via mobile devices and access and update as required.
- 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.
- Although once you learn how to use the management interface you can do things easily, the look and feel of the management interface has been the same for several years. It's not as modern as the other Cisco platforms and doesn't follow the latest design language we see in other systems. Seems like it got stuck in the past.
- In our architecture, we use the same CUCM servers for both local and remote deployment because Cisco doesn't offer a version for branch offices that is small enough to fit both in our infrastructure and budget. I know they offer CUCM Express, which is a simpler and more affordable version, but it's not the same as the CUCM. You can't use it as a node for a distributed architecture. It only runs as a standalone system. From a management perspective, it takes a little more to support those kinds of mixed environments.
- For large deployments, when you need to replace thousands of analog desk phones for new IP Phones, as our company did in the past, it can be very expensive. That's why it took several years until we reached a point where we could afford to replace more than half of our desk phones at once. The investment needed had to be substantial and sometimes it's not easy to justify that kind of investment if you're only updating the technology. As a manufacturing company, I can tell you that for the person who uses the phone on the floor, it doesn't matter if the phone is analog or IP. It must work and that's it. Although Cisco offers some affordable models, they're limited.
- Simplified on-boarding
- Allows us to handle a large population of remote agents
- Provides us with High Availability/ Failover capabilities
- Constant need to refresh end-points
- No granular restriction to self service portal
- New security only available in newer versions
- It shows the calls that come in.
- How long a call lasted.
- It also shows how many calls a rep took that day.
- I would like it to show the individual when I select their name.