Multiple CUxAC per CM 7.x Cluster?

[enoch]

Have anyone tried to install multiple Business or Department Attendant Console Servers in one CM 7.x Cluster?

We want to have several Queues which are handled by different groups of Operators.

Is it possible?

[Rob Huffman]

Hi Enoch,

Here is the related info :)

The Cisco Unified Business Attendant Console is ordered on a per-operator client basis. A maximum of six operator clients are supported per Cisco Unified Communications Manager cluster.

Queue Features

Support for **three queues with prioritization

You can configure queue names per customer need, and you can prioritize calls from one queue and answer them before answering calls from other queues.

Queue operator views

Operators can view all calls within a queue or view all calls within all three queues. If they see that many calls are in queue, they know that they need to quickly process callers. If there are few calls in queue, they can spend more time with each caller to provide a higher level of customer service.

http://www.cisco.com/en/US/prod/collateral/voicesw/ps6789/ps7046/ps7282/product_data_sheet0900aecd805e6a5f.html

The Cisco Unified Department Attendant Console is an operator attendant console designed specially for departmental use with Cisco Unified Communications Manager (Figure 1). This application supports a maximum of 150 IP phones and two operator clients per department.

The Cisco Unified Department Attendant Console can be installed to a dedicated hardware server or loaded onto a desktop PC. If the dedicated hardware server approach is used, up to five departments, each with 150 IP phones and two operator clients, can be supported with a single PC server.

http://www.cisco.com/en/US/prod/collateral/voicesw/ps6789/ps7046/ps7282/product_data_sheet0900aecd805e6a67.html

The Cisco Unified Enterprise Attendant Console is a feature-rich and scalable operator attendant console solution that is designed especially for Cisco Unified Communications Manager customers. The console can support up to 25 operator clients.

Queue Features

Support for **50 queues with prioritization

You can configure queue names and priorities per customer needs. You can prioritize and answer calls out of order. For example, a Cisco Unified Communications Manager customer could have a sales queue, a service queue, and a general business queue. Sales calls could be prioritized and answered first, before service or general business calls.

Queue operator views

The operator can view all calls within a queue or view all calls within all queues. If the operator sees many calls in queue, the operator knows that calls need to be processed quickly. If the operator sees only a few calls in queue, then the operator can spend more time with each caller to provide a higher level of customer service. If the operator sees a high-priority caller, the operator can select and answer calls out of queue.

http://www.cisco.com/en/US/prod/collateral/voicesw/ps6789/ps7046/ps7282/data_sheet_c78-520987.html

Hope this helps!

Rob

[bennieg]

Hi there

technically, this is possible. However, you should be aware that none of these options support VMware (TAC do not support it currently) - which means that you'd need to run various hardware platforms to achieve this...

Depending on what you're looking to do, Arc Enterprise may be a better alternative cost-wise. You also have the Enterprise Attendant Console if you need the scalability

Let me know if I can be of any more help

Thanks

Bennie

PS. We (Arc) have now launched a forum for questions on Arc and CUxAC products. Visit http://forum.arcsolutions.com to register

[enoch]

Hi Bennie,

Just want to re-confirm: Unified Business Console cannot support multiple Queue which is handled by different Operator. Only Unified Enterprise Console or ARC Enterprise does.

That means

Pilot DN #1 -> Queue-1 -> Operator #1 only

Pilot DN #2 -> Queue-2 -> Operator #2 only

(We can't choose Department Console because we also need Night Mode.)

Thanks

Enoch

[bennieg · Accepted solution]

Yes - that is correct. If you need the ability to have different queues for different Operators (not shared accross all of them) - then you would need CUEAC or Arc Enterprise

Cheers

[enoch]

Hi Bennie,

Thanks for your clarification.

[jorgeveliz]

we have about 70 operators in 50 different sites and each handles there own queue. The sites are anywhere between 20 to 400 users. Doea Arc have a solution for us

[bennieg]

Hi there

absolutely, and you guys are already an Arc Enterprise user in Plano! Let me know your email address or phone number and I'll give you a call - either bgrant@arcsolutions.com or begrant@cisco.com

Cheers