BACD vs Contact Center

Answered Question
Jun 11th, 2010

I understand that the UC500 series comes with BACD capabilities.

But am I correct in assuming that Cisco Contact Center Express can be integrated in the UC500 as well?

If so, what extra hardware/software/licenses are needed?

When features do you gain from contact center?

Lastly, is there a matrix published that shows the differences?

Thanks.

-Brian

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Correct Answer by Steven DiStefano about 6 years 7 months ago

Basic ACD comes with UC500, very basically described:

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

IPCCX has been interoperated with UC500 and was discussed here, which includes compatibility matrix:

https://supportforums.cisco.com/message/3089839#3089839

http://www.cisco.com/en/US/partner/products/sw/custcosw/ps1846/products_device_support_tables_list.html

There is a max of 12 agents supported for this integration.

CCX can only be sold by Express UC specialized partners as I recall.

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Brandon Buffin Fri, 06/11/2010 - 05:56

Brian,

     Yes UCCX is supported with the UC500 with some limitations. See the link below.

Contact Center Options on UC5200 & CUCME

https://supportforums.cisco.com/docs/DOC-9759/

Here is a link to the UCCX 8.0 datasheet which gives a list of features. Keep in mind that some of these are not available when integrated with UC500.

UCCX 8.0

http://www.cisco.com/en/US/prod/collateral/voicesw/custcosw/ps5693/ps1846/data_sheet_c78-588933.html

As far as additional requirements, you will need a server to run UCCX, UCCX server software and licenses for the number of agents that you need.

Hope this helps.

Brandon

Correct Answer
Steven DiStefano Fri, 06/11/2010 - 06:09

Basic ACD comes with UC500, very basically described:

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

IPCCX has been interoperated with UC500 and was discussed here, which includes compatibility matrix:

https://supportforums.cisco.com/message/3089839#3089839

http://www.cisco.com/en/US/partner/products/sw/custcosw/ps1846/products_device_support_tables_list.html

There is a max of 12 agents supported for this integration.

CCX can only be sold by Express UC specialized partners as I recall.

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