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Upgrading From Express to Enterprise

Our company has recently purchased IPCC Express and there seems to be a lot of limitation to reporting and functionality. We were told that we are able to upgrade to Enterprise. Is there a document out there that outlines the features of each. A pros vs cons of upgrading. If we upgrade to Enterprise can we re-use the current scripting, CSQ, skills, etc from IPCC Express and us it in Enterprise.

Jeff R

2 REPLIES
Hall of Fame Super Silver

Re: Upgrading From Express to Enterprise

IPCC Express and Enterprise are completely different products, the only common thing among them is the CallManager and possibly CRS Engine where it's used as IP-IVR with Enterprise (another option for IVR is CVP) or IPCC Express, so the IVR scripting can be reused. All the agent selectoin, queing is different as it's not done via the CRS script as is the case with IPCCX but instead it's done with an ICM script on IPCCE.

Also, there is no migration/upgrade from IPCCX to IPCCE from technical point of view, and I am not sure if you can get some discounts, license reuse when going to IPCCE, check with your Cisco Account Rep, and explain the whole situation.

Also IPCCE requires a lot more components (servers) than IPCCX, depending on how scalable you want it to be you may need 5+ servers for duplexed solution plus CCM cluster.

Check out these links for more info:

http://www.cisco.com/en/US/products/sw/custcosw/Products_Sub_Category_Home.html

HTH, please rate all posts!

Chris

Silver

Re: Upgrading From Express to Enterprise

As Chris said, IPCC-Ent is completely different. You have more option than IPCCX. Reporting is done using Webview (a lot of option and you need time to undestand all option and parameters). Administration is done using AW (AdminWorkstation). The scripting using ICM Script Editor which resides on the AW, or using Internet Script Editor which you can install locally on your Windows XP. Also you will need PGs (which interface with the Router and the Callmanagers).

I recommend reading the IPCC Design guide, which will help you undestand a lot of things:

http://www.cisco.com/application/pdf/en/us/guest/products/ps1844/c2001/ccmigration_09186a00803fad6e.pdf

also if you are new to IPCC Ent, setting up a test envirement will help you a lot.

hope this helps.

Zin-Elabidine Karzazi

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