Cisco Unified Communications Manager - VoIP Phone Solution on Steroids
Brian Munn | TrustRadius Reviewer
Updated October 02, 2019

Cisco Unified Communications Manager - VoIP Phone Solution on Steroids

Score 10 out of 10
Vetted Review
Verified User
Review Source

Overall Satisfaction with Cisco Unified Communications Manager (Call Manager)

We use Cisco Unified Communications Manager across our entire organization. This includes 30+ sites and about 1,200 phones and users. This allows for easy four digit dialing between offices and provides organization wide voicemail and instant messaging and presents. The system also allows us to receive calls originating from location and answer from another to provide better coverage between departments and regions.
  • 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.
  • A positive impact would be we no longer need any expertise to manage a legacy PBX system and running out of ports for users.
  • A negative impact would be as we grew we found we needed more expertise with Cisco Unified Communications Manager. This required additional training and time.
  • A positive impact is with many of the other applications that utilize Cisco Unified Communication Manager we have a more collaborative user base.
I have not used any other products like Cisco Unified Communications Manager.
Cisco TAC support specialist are very well trained and are responsive. They escalate the issues if need and provide excellent support.

Do you think Cisco Unified Communications Manager (Call Manager) delivers good value for the price?

Yes

Are you happy with Cisco Unified Communications Manager (Call Manager)'s feature set?

Yes

Did Cisco Unified Communications Manager (Call Manager) live up to sales and marketing promises?

Yes

Did implementation of Cisco Unified Communications Manager (Call Manager) go as expected?

Yes

Would you buy Cisco Unified Communications Manager (Call Manager) again?

Yes

For larger companies that need a VoIP solution, Cisco Unified Communications Manager is hands down the best solution. It will grow with your company and provide many features your users currently need or will ask for. There are options for smaller companies but with these options, there are features that are left out. For some, this may not be an issue but for others, it could be.

Cisco Unified Communications Manager (Call Manager) Feature Ratings

Hosted PBX
Not Rated
Multi-level Interactive Voice Response (IVR)
5
User templates
10
Call reports
3
Directory of employee names
10
Answering rules
10
Call recording
3
Call park
10
Call screening
10
Message alerts
4
Video conferencing
5
Audio conferencing
7
Video screen sharing
6
Instant messaging
8
Mobile app for iOS
10
Mobile app for Android
10

Using Cisco Unified Communications Manager (Call Manager)

600 - All business functions from office staff to field users and everything in between.
2 - We have two employees that manage our Cisco Unified Communications Manager. This is not their only function and only accounts for a small percentage of their time. These individuals are network oriented and have knowledge of IP networks and routing.
  • Internal and external communications. (Send and receive phone calls).
  • Internal collaboration with instant messaging and sharing.
  • Remote access has been a big part of our current usage. Being able to have a phone or softphone at home or anywhere you have internet access.
  • Instant messaging and presence is now a staple with our users.
  • Tighter integration with other Cisco products. Webex, Teams, Telepresence.
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.

Evaluating Cisco Unified Communications Manager (Call Manager) and Competitors

Yes - Legacy AT&T PBX
  • Price
  • Product Features
  • Product Usability
  • Product Reputation
  • Vendor Reputation
  • Analyst Reports
Flexibility. Being able to deploy to multiple locations over a single physical network and allowing users to move around as needed.
I don't believe I would change anything.

Cisco Unified Communications Manager (Call Manager) Implementation

This was the first phone system we implemented that could span multiple locations. We were very satisfied once fully implemented
Yes - General office setup was our first phase. We then expanded to remote locations. After this was complete we then started exploring users for many of the options and features available.
Change management was minimal - We first implemented many years ago and change management was not part of our process.
  • Setting up the VoIP gateways. This was a new concept to us and we needed additional knowledge to understand the setup.
  • We implemented this solution when the product was young and at that point there was many bugs. We performed upgrades constantly.

Cisco Unified Communications Manager (Call Manager) Support

ProsCons
Quick Resolution
Good followup
Knowledgeable team
Kept well informed
No escalation required
Support understands my problem
Quick Initial Response
None
Yes - Support is part of our contract. We are in a subscription plan and support is included.
Cisco has always provided exceptional support whenever I open a ticket. I have used Cisco support many times and have always had great service and knowledable engineers.

Using Cisco Unified Communications Manager (Call Manager)

ProsCons
Like to use
Well integrated
Consistent
Convenient
Feel confident using
Requires technical support
  • Cloning or copying of phones to easy setup
  • Nothing specific. This is a detailed system and knowledge of VoIP is needed to understand the setup and functionality
Very well designed and plenty of customizable options to get detailed setups.