Very frustrated with UC500 support

Unanswered Question
Oct 29th, 2013
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If any Cisco SMB management folks watch and read these forums, please for the love of god read this and help me understand as a partner how and why we would continue to sell Cisco SMB gear.  This is why Cisco will never be successful in the SMB space, start at the bottom.


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Great thanks a lot, and who would that be?  Oh wait you have no idea and don't care, you're just doing your job...


Thanks for the making things so easy for partners to sell and support these products from Cisco.


You should forward this up the chain to management so they know how disgusted partners are with the level of support received around these products.  Forcing partners to have certifications to receive CLI support is absolutely ridiculous. If a partner demonstrates a sufficient level of CLI competency over the phone you should support them regardless of the issue.


I have been in this industry for over 15 years supporting, maintaining and installing all types of Cisco products and these UC500 systems are among some of the worst supported products I've ever come across.


The call/CDR reporting features of the UC500 systems is atrocious and down right embarrassing and is probably one of the main contributing factors to Cisco getting their asses handed to them in the SMB VoIP sector.


We as a Cisco partner will never ever sell another one of these systems ever again no matter what.

Regards,


(Mobile Email)


Kevin D. Soliz

NJT, Inc.

6925 Portwest Drive, Suite 140

Houston, TX 77024

Support Email: [email protected]

Support Line: 713-481-4868 opt. 1

Office: 713-481-4868 ex. 202

Cell: 713-206-9678

Fax: 866-716-7761


On Oct 29, 2013, at 4:55 PM, "Yiukay Lee" <[email protected]> wrote:

Greetings,


This is an unsupported feature. We are not able to escalate to level two tech. You may want to talk to Cisco Account Team


Sorry.



Yiukay Lee


Concentrix at Cisco
.:|:.:|:. CISCO | Yiukay Lee | Network Engineer | Cisco Technical Support | [email protected]

Hours: 9:00am to 6:00pm Eastern, Monday to Friday

together we are the human network


From: Kevin Soliz [mailto:[email protected]]
Sent: Tuesday, October 29, 2013 5:28 PM
To: Yiukay Lee
Cc: Nick Jones
Subject: Re: case # 627919857 cue historical reporting


I need direction on this, we can't be left high and dry.

Regards,


(Mobile Email)


Kevin D. Soliz

NJT, Inc.

6925 Portwest Drive, Suite 140

Houston, TX 77024

Support Email: [email protected]

Support Line: 713-481-4868 opt. 1

Office: 713-481-4868 ex. 202

Cell: 713-206-9678

Fax: 866-716-7761

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kvarshne Tue, 10/29/2013 - 18:54
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End-of-Life has been announced for UC500, in July'2013.

http://www.cisco.com/en/US/products/ps7293/prod_eol_notices_list.html


The replacement product is compartively easier and supports enterprise class advanced features. Please spend few minutes to know about this great product from Cisco:

www.cisco.com/go/be6000

Technical information for partners is availaibe at:

http://www.cisco.com/en/US/products/ps11369/tsd_products_support_series_home.html


To sell Cisco BE6000, Cisco Select partner certification is being migrated to  ECS Partner certification

www.cisco.com/go/ecs

paolo bevilacqua Wed, 10/30/2013 - 03:46
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kvarshne wrote:


End-of-Life has been announced for UC500, in July'2013.

http://www.cisco.com/en/US/products/ps7293/prod_eol_notices_list.html


The replacement product is compartively easier and supports enterprise class advanced features. Please spend few minutes to know about this great product from Cisco:

www.cisco.com/go/be6000

Technical information for partners is availaibe at:

http://www.cisco.com/en/US/products/ps11369/tsd_products_support_series_home.html


To sell Cisco BE6000, Cisco Select partner certification is being migrated to  ECS Partner certification

www.cisco.com/go/ecs



Sorry to say, but an upsell attempt doesn't really address the OP's right complains.

Alexander Maroukian Thu, 10/31/2013 - 14:39
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  • Cisco Employee,

Hello Kevin,


Please check the following link about CUE historical reporting as I see that this was the original question to the engineer.


http://www.cisco.com/en/US/docs/voice_ip_comm/unity_exp/rel3_1/administration/guide/voicemail/1syscmp.html#wpxref20763


I hope it will help you with the CUE historical reporting.


Best regards,

Alex


Historical reporting client configuration guide:

http://www.cisco.com/en/US/docs/voice_ip_comm/unity_exp/rel3_1/configuration/guide/hrc/HRC.pdf

paolo bevilacqua Fri, 11/01/2013 - 08:02
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Please check the following link about CUE historical reporting as I see that this was the original question to the engineer.


http://www.cisco.com/en/US/docs/voice_ip_comm/unity_exp/rel3_1/administration/guide/voicemail/1syscmp.html#wpxref20763


I hope it will help you with the CUE historical reporting.


Best regards,

Alex


Historical reporting client configuration guide:

http://www.cisco.com/en/US/docs/voice_ip_comm/unity_exp/rel3_1/configuration/guide/hrc/HRC.pdf


OP was not happy about CME call reporting feature. Instead CUE historical reporting is ony for inbound calls for to CUE.

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