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Lessons Learned from Upgrading Key Contact Center Systems

As described in my contact center upgrade post, Cisco recently upgraded the Cisco Unified Intelligent Contact Management Enterprise (ICME) and Cisco Unified Communications Manager (UCM) systems that serve our contact centers to software Release 8.

Here are the top lessons we learned from this activity and the recommendations I would offer to Cisco customers who are planning a similar upgrade.

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Upgrading the Call Routing Systems for Contact Centers

Cisco maintains a dedicated infrastructure of call systems to serve the company’s 110 contact centers worldwide. Our infrastructure includes two Cisco Unified Intelligent Contact Management Enterprise (ICME) systems for global call routing and six Cisco Unified Communications Manager (UCM) systems for call handling within a region or a strategic company location.  

We have a lot of different contact center teams and, over the years, we weren’t consistent in the way we upgraded the Cisco UCM software at each of the sites, which led to several problems:

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