Matthew/Anthony, Thanks for the info, I think :-) Looks like it's a lot more complicated than I thought. Time to get my thinking cap on & do some more research.
Rgds Andy On Fri, 22 May 2020 at 17:30, Anthony Holloway < avholloway+cisco-v...@gmail.com> wrote: > If 12.0 is considered, I'd just go 12.5 for long life release reasons, > over 12.0, plus you can modernize your licensing to smart. You get a few > other fancy features too, but you may not have a business need for them at > this time. > > If you do go WFO (which is one of several options - Imagicle being > another) then you cannot use smart licensing, it will hold you back on > classic licensing. > > Also, separate from versioning, this may be a good time to look into Flex > licensing, since you're building new anyways, as there are some advantages, > albeit, you could spin anything as an advantage if you wanted to. E.g., > What doesn't kill you, makes you stronger. > > On demand recoding goes away with finesse in v11+ because that was a CAD > only feature. In fact, there are several items which you will change the > functionality for Agents, when moving to Finesse, and they generally fall > into one of three categories: > > 1. Complete loss (E.g., Contact management pane, keyboard macros, and does > anyone even know what IPC Actions > <https://www.youtube.com/watch?v=88E-z0ShlFE> are?) > 2. Comparable replacements (E.g., Finesse doesn't the call details outside > of the caller ID, you need to script a half-way solution to get the CSQ > name and hold time to show for the Agent; and also, workflow rules/actions) > 3. New Features (E.g., Gadgets! - except, they're hard to do right/well, > and you'll likely just end up buying them from someone like 2ring) > > Browser support becomes a huge issue now. So, three times, which I can > recall, a browser issue has completely shutdown some call centers: > > 1. FireFox with weak diffie helman support (or lack thereof) > 2. Chrome with background tab discarding > 3. IE not supporting HTTP WebSockets (established hundreds if not > thousands of connections to the server) > > As for path, I think installing new is a great option. It will give you > the time to test 100% of the system before swinging any prod traffic to it, > and you can even then move a team at a time (you're only 20 agents, but the > point still stands for anyone else). You will "lose" historical reporting > on the new system, but as long as you keep both operational to the date > wherein the old data is no longer needed, then you should be ok. Reporting > users may just need to run reports off old + new for a bit. > > On Fri, May 22, 2020 at 11:09 AM Matthew Loraditch < > mloradi...@heliontechnologies.com> wrote: > >> If you have to build a new install, I would go to at least 12.0 as there >> are GUI changes in that version to Finesse and then you can avoid that >> change down the road. >> >> >> >> I’ve not used on demand recording so I can’t speak to that. >> >> >> >> Matthew Loraditch >> Sr. Network Engineer >> p: *443.541.1518* <443.541.1518> >> w: *www.heliontechnologies.com* <http://www.heliontechnologies.com/> | >> e: *mloradi...@heliontechnologies.com* >> <mloradi...@heliontechnologies.com> >> [image: Helion Technologies] <http://www.heliontechnologies.com/> >> [image: Facebook] <https://facebook.com/heliontech> >> [image: Twitter] <https://twitter.com/heliontech> >> [image: LinkedIn] <https://www.linkedin.com/company/helion-technologies> >> >> *From:* cisco-voip <cisco-voip-boun...@puck.nether.net> *On Behalf Of *Andy >> Carse >> *Sent:* Friday, May 22, 2020 11:03 AM >> *To:* Cisco VoIP List <cisco-voip@puck.nether.net> >> *Subject:* [cisco-voip] UCCX upgrade versions >> >> >> >> [EXTERNAL] >> >> >> >> Hi, >> >> I'm going to ask a probably stupid question but it's been awhile since I >> had to do a UCCX Upgrade. >> >> >> >> So what is the "go to" version of UCCX these days? >> >> I'm currently on 10.6(SU3) as its the last CAD version. >> >> So now I need to bring on Finesse which doesn't seem too difficult albeit >> its an old version on our system. >> >> It will be a new install as I can't break the existing setup on purpose. >> >> One issue I think I will have is on demand call recording which was >> relatively straight forward with CAD >> >> and the built in bridge on the handset, but I don't think that work with >> Finesse from what I can see from Google searches, unless WFO comes into the >> mix. >> >> We have a max of 20 agents logged in at any one time. >> >> >> >> Any pointers for the path to tread would be appreciated. >> >> >> >> Rgds Andy >> _______________________________________________ >> cisco-voip mailing list >> cisco-voip@puck.nether.net >> https://puck.nether.net/mailman/listinfo/cisco-voip >> >
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