Item: Cisco Unified Communications Manager (Call Manager)
Rating: 9
Author: Verified User

Use Cases and Deployment Scope

Cisco Unified Communications Manager is being used by the whole organization. It's currently being used as an enterprise phone system, with every staff that uses a phone is connected with the system. It's also being used in conference phones, as well. It addresses the business problem of need for communications and calls.

Pros and Cons

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.

Return on Investment

Communication and collaboration - Our offices are able to communicate both internally and externally due to this system.
Down time - Struggles with CUCM has caused a lot of down time due to the instability of the system.
High Costs - the cost of both the license and the maintenance was much higher than other systems.

Alternatives Considered

Microsoft Teams

CUCM is actually our old system that we're currently transitioning away from. While CUCM certainly has more features than the Microsoft Teams phone system, and it's far more customizable, what we really needed currently was a cloud system that allowed more options for remote working. It's also a lower cost, because we already have Microsoft Office licenses for other business purposes. CUCM is a very useful program, but it's no longer the best option for us.

Key Insights

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?

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

I wasn't involved with the selection/purchase process

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

I wasn't involved with the implementation phase

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

Other Software Used

Microsoft Teams, Genesys Cloud (formerly PureCloud), Cisco Unified Contact Center

Likelihood to Recommend

CUCM is very well suited for large offices with a need for traditional phone systems, especially offices where people will want traditional desk phones.
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.

Cisco Unified Connections Manager - The Apex of a Traditional Phone System

Overall Satisfaction with Cisco Unified Communications Manager (Call Manager)