The last date that Cisco Engineering may release any final software maintenance releases or bug fixes. Actual ship date is dependent on lead time. The last-possible ship date that can be requested of Cisco and/or its contract manufacturers. The product is no longer for sale after this date. The last date to order the product through Cisco point-of-sale mechanisms. The date the document that announces the end-of-sale and end-of-life of a product is distributed to the general public. End-of-life milestones and dates for the Cisco Unified Contact Center Express 12.0 (Migrating to Cisco Unified Contact Center Express 12.5) The link to the Cisco Collaboration Flex Plan Contact Center Ordering Guide is provided below.Īlternatively upgrades to release 12.5 are available using Software Support Subscription (SWSS) contract. Customers are also encouraged to migrate to subsequent versions of the product using Cisco Collaboration Flex Plan Contact Center (A-FLEX-CC). 12.0 Customers can take advantage of new capabilities found in Cisco Unified Contact Center Express 12.5.Įxisting 12.0 customers can take advantage of new capabilities found in the replacement product, Cisco Unified Contact Center Express 12.5. For customers with active and paid service and support contracts, support will be available under the terms and conditions of customers' service contract. Table 2 lists the product part numbers affected by this announcement.
Table 1 describes the end-of-life milestones, definitions, and dates for the affected product(s). Customers with active service contracts will continue to receive support from the Cisco Technical Assistance Center (TAC) as shown in Table 1 of the EoL bulletin. The last day to order the affected product(s) is August 1, 2020. It is also known as Cisco CCXĬisco UCCX stands for Cisco Unified Contact Center Express, a call center platform offered by Cisco for small to medium on-premise customers.Cisco announces the end-of-sale and end-of life dates for the Cisco Unified Contact Center Express 12.0. However UCCE or PCCE can go up to 60,000 or more.Ĭisco Contact Center Express or in short, UCCX is the compact call center solution which is hosted on-premise. The biggest difference is the capacity UCCX is more compact and can go up to 400 agents. What is the difference between UCCE and UCCX? This can be another queue or a phone number such as voicemail or outsourcer. So, the call is not abandoned or answered but taken out of the queue and sent to an alternate destination.
In this case, the call is taken out of the current queue and marked as "Dequeued" in the reports. If the call waits too long in the queue, your routing script may send the call to another queue or a phone number. What does Call Dequeue Mean in Cisco UCCX? It works with two identical servers as active/idle.
Over the years, this has also evolved to virtual servers instead of dedicated server hardware.Ĭisco UCCX also includes Interactive Voice Response (IVR) unit and Cisco Finesse Agent features. IP-Based Call Centers replaced this hardware intelligent platfforms with software intelligent systems, running on standard server hardware such as HP, Dell and IBM servers. Before the year 2000, all the call centers were hardware-intelligent they had separate hardware circuits for different tasks and there was almost no IP connectivity. Cisco UCCX was previously called Cisco IPCC Express and UCCE was called IPCC Enterprise. It is for small to medium-size call centers and supports around 400 agents.Ĭisco IPCC stands for IP-Based Contact Center. It is created by a company called Spanlink which is now called Calabrio and acquired by Cisco. In this post, we will go through frequently asked questions about Cisco Unified Contact Center Express (UCCX) and provide detailed answers and options.Ĭisco UCCX is a contact center application for handling customer calls, chat and email enquiries.
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