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Cisco Unified Communications OverviewUNIXBusinessApplication

Cisco Unified Communications is #1 ranked solution in top IP Telephony & Unified Communications tools and #3 ranked solution in top Unified Communications tools. PeerSpot users give Cisco Unified Communications an average rating of 10 out of 10. Cisco Unified Communications is most commonly compared to Cisco Jabber: Cisco Unified Communications vs Cisco Jabber. The top industry researching this solution are professionals from a comms service provider, accounting for 32% of all views.
What is Cisco Unified Communications?
With Cisco Voice and Unified Communications, you can unify all your voice, video, data, and mobile applications for interactive collaboration.
Cisco Unified Communications Buyer's Guide

Download the Cisco Unified Communications Buyer's Guide including reviews and more. Updated: January 2022

Cisco Unified Communications Customers
Afni, Allied Irish Banks, Bellevue, Came Group, Children's Hospital Colorado, Erickson Living, IDEALondon, Instituto Zaldivar, John Lewis, Linz AG, London Hydro, Lone Star College System, Lone Star College System, Mondi Group, North West Redwater, Park Nicollet, Pentana Solutions Australia, Pilatus, Pirelli, Portugal Ministry, Presidio Inc., Republic Bank & Trust Company, Saipem, SickKids Foundation, Top Right Group, Vital Images
Cisco Unified Communications Video

Archived Cisco Unified Communications Reviews (more than two years old)

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ITCS user
Sr. Voice Engineer at a retailer with 501-1,000 employees
Vendor
I find the ability to block incoming calls based on the originating number to be the best feature, but the reporting system needs to be more in-depth.

What is most valuable?

The list of features the system provides is massive, and the XML used by the end devices allows for custom features to be designed.

That being said, currently I find the ability to block incoming calls based on the originating number to be the best feature to come along.

How has it helped my organization?

The ability to block the numbers of problem callers has helped the stress level of the end users as well as reduced wasted time. When we have a caller, human or machine, that dials into the system simply to harass our employees I can block it quickly & simply without interrupting service to the system.

What needs improvement?

It would be nice if the reporting system was more in depth. I have a reporting solution sold by a third party which works very well, but the built-in solution should be better.

Real Time Monitoring Tool (RTMT) - This tool allows you to monitor different systems. Call manager, Unity Connections, UCCX, CUPS and so on. Each of these systems can run slightly different versions, which can make it difficult to monitor the internment. You can only have 1 instance of RTMT on your computer, so if the versions are different you will get warnings about how some aspects may not function because of the version mis-match. I use the highest version I can, because it's typically backwards compatible, but a web interface for this functionality would be a big improvement.

For how long have I used the solution?

8 years

What was my experience with deployment of the solution?

I have only deployed one system from the ground up, and that was in 2007. The issues encountered were due to the partner, not the system.

What do I think about the stability of the solution?

Not due to the system. When I have managed global UC systems, I have found instability due to poor infrastructure in some countries.

What do I think about the scalability of the solution?

No. The system I currently maintain was installed and maintained by a team that manages clusters all over the world. The clusters all communicate with one another, allowing for VoIP calls throughout the world.

How are customer service and technical support?

Customer Service:

The Customer Service from Cisco is excellent. They have proven to be responsive to whatever I might need.

The Customer Service from my Cisco Partner is also excellent. I have worked with many partners over the years, and this team is very, very good at responding quickly to whatever I might need.

Technical Support:

Cisco TAC is the very best support I have seen from any company I have every had to work with. Regardless of the issue, I know that I can open a ticket and that the help I receive will be what I need. If it's a production outage, they will jump on the call immediately and bring whatever other resources they may need to get me up and running again.

*** You pay for it. The SMARTnet contracts to support your products are expensive. You need contracts for hardware as well as for software licensing. It will cost you, but you do get what you pay for.

Which solution did I use previously and why did I switch?

No

How was the initial setup?

The initial setup was complex. The first system I put in place managed 12 locations, and setting everything up is no small task. Standardization is key. You want to have standard naming conventions on EVERYTHING! Be sure that you know what features you will be supporting and which ones you won't. DO NOT allow a vendor that you are not familiar with to go into a location and work with the folks on site AT ALL. Each vendor is going to try to sell, or at least be polite enough to answer the questions that your users ask them. The problem can be that the users end up wanting features that you aren't supporting. Most companies don't have "extra" UC engineers, and each feature that you want to have requires planning, testing, implementing and supporting. So unless you want to have unhappy users that want what they want but can't have it, don't let someone talk to them about all of the features that you aren't supporting.

What about the implementation team?

Other systems I have managed have been installed by vendor teams, however the system I manage now is all mine. It was installed by an in-house team, and we don't use vendors at all to perform upgrades or enhancements. I have access to a lab which allows me to test everything I might want to implement.

If you use a vendor team, be VERY careful. The biggest mistake I have seen is when a company has a vendor come in, build the system and simply hand it off. If you do this, you are preparing for failure. Be smart, if you are having a vendor install the system, insist that you sit with them every step of the way, and that you are "hands on". With the first system I implemented I sat with the engineer and configured everything myself. He told me what to do, and made sure I did it correctly, but once the system was in and the vendor left I was able to manage it very well.

Another company I worked for had a vendor doing an upgrade and "handing it off". After they made a complete mess of one of my European sites, it took me a month to straighten out everything they botched.

Bottom line - ALWAYS perform your vendor related work with the vendor, never have it built & delivered. You never know what they might do to "make it work", and some work arounds don't allow for changes later on.

What's my experience with pricing, setup cost, and licensing?

Pricing can be tough. Once you tell Cisco who your partner of choice will be they get the best discount percentage. Anyone else you have pricing solutions won't get as good of a deal from Cisco so odds are their pricing will be more.

Licensing can be an unbelievable mess. Cisco has improved it with the Enterprise License Manager (ELM), but it's still not perfect. Take the time to understand Cisco's licensing model, you won't be sorry. I always recommend to over-purchase at least a little. They have cheaper licenses, but you can end up without the licensing you need if you try to nickle and dime yourself on the license types you buy.

Which other solutions did I evaluate?

Yes. When installing my first system, I looked at Nortel and ShoreTel to compare with Cisco.

What other advice do I have?

Be sure to have a solid, appropriate infrastructure before getting any VoIP solution. I have spoke with plenty of folks that have complained about voice quality with their VoIP solution, and with every case I found that they didn't have the correct network infrastructure to support voice.

If you're going to install VoIP in an office, be sure to do the following items.

* Have all cabling certified for voice - if it's not certifiable, replace it.

* Ensure that every Ethernet switch has 2 separate runs back to the core, going in different directions and terminating in separate switches.

* The Voice VLAN is correctly configured for every switch port that will carry voice

* QoS is implemented on the LAN and the WAN. (if you don't it WILL bite you at some point)

Of course you also want to be sure your switches have UPS power, and that they are PoE switches correctly sized for your needs. Be sure you know the draw of every device (phone, wireless AP, camera or whatever) that you intend to connect to the switch. If you over subscribe the power on your switch, end devices will not power up.

Disclosure: I am a real user, and this review is based on my own experience and opinions.
it_user1020
Head of Data Center at a university with 1,001-5,000 employees
Vendor
Question regarding Unified Communications
Hi, I have been tasked to prepare a plan to upgrade our analogue telephone system into a full-IP unified communications system. A local system integrator and long time Cisco partner recently conducted a product demonstration of the system to us for two weeks. We were able to use the product and so far was happy about what we saw. However, we were not able to fully test all the functionality we wanted to use on the system for those two weeks. For those of you who have experience using this as your IP communications system, I would like to know your experiences with using this product, specially with large scale inter-campus or inter-office deployments. Any comment or suggestion would be highly appreciated.

Hi,

I have been tasked to prepare a plan to upgrade our analogue telephone system into a full-IP unified communications system. A local system integrator and long time Cisco partner recently conducted a product demonstration of the system to us for two weeks. We were able to use the product and so far was happy about what we saw.

However, we were not able to fully test all the functionality we wanted to use on the system for those two weeks. For those of you who have experience using this as your IP communications system, I would like to know your experiences with using this product, specially with large scale inter-campus or inter-office deployments. Any comment or suggestion would be highly appreciated.

Disclosure: I am a real user, and this review is based on my own experience and opinions.
Find out what your peers are saying about Cisco Jabber vs. Cisco Unified Communications and other solutions. Updated: January 2022.
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it_user1998
Infrastructure Expert at a tech company with 501-1,000 employees
Vendor
A great product for Enterprise Call Mangement

Valuable Features:

Cisco Unified Communications can be used to connect all your offices using VPNs between them. With SIP enabled you can make voice or video calls in Unicast and multicast sessions. Call routing can be performed very easily on this device. The URI dialing feature allows you to make any to any dialing. It also has powerful speech recognition which is better than any other speech recognition software. The single digit dialing works like magic. You can reach important people of your organization by just pressing one button. It also works with the soft communicator where you don't need to differentiate VLANs. You can create partitions in CM Dial plans. You can control who calls you or who you call. Also adds a lot of security to your organization's voice and video infrastructure. Also includes centralized management.

Room for Improvement:

A few of the important features are available only Cisco Unified Call Manager 4.0 or above. To have 2 call management server configured as failover would be expensive.

Other Advice:

The best feature I would say about Cisco Unified Communications is the Telepresense. With Telepresence you can get high definition video and get the feeling of being in the same room even though the other person is miles apart. This technology is being adopted by a lot of organizations for meeting purposes. This will make you feel like the other person is sitting right next to you.
Disclosure: I am a real user, and this review is based on my own experience and opinions.
it_user1044
Developer at a tech company with 51-200 employees
Vendor
More Reliable Unified Communication System

Valuable Features:

• More reliable than other unified communication devices. • Lower cost of ownership. • It extends the video capability to your workers during a single, unified communications infrastructure from the desktop to teleprocessing rooms. • Interoperability and standards support. • It is scalable for up to 40,000 users. • It can be extensible to 80,000 users.

Room for Improvement:

• One of the major flaws in the unified CM is handling the configuration of the Voice mail port. • Failure of higher call-control utilities such as transmit recall. • Failure of higher directory searching and call on utilities.

Other Advice:

I have work on Cisco Unified Communication Manager (Call Manager) for one and a half years and it is a remarkable device which provides fully integrated communications, converging voice, video, and data over a single network infrastructure using standard protocols.
Disclosure: I am a real user, and this review is based on my own experience and opinions.