UCA Console software

[kwahodi]

Hi,

We are thinking of installing UCA console software to handle incoming calls replacing the physical ip console 5550. What are the major/minor considerations that we need to take into account before embarking on this? The site has 5 controllers running MCD 5.0 SP2 in a clustered environment. There is a MAS server which runs UCA clients which is used by the users on a day-to-day basis. The console software should be able to transfer calls across the whole cluster. Any pointers much appreciated.

Cheers!
Steve

[LoopyLou]

Think call volume might be the biggest worry. Not sure if UCA will handle the same call volumes.

[rlafata]

Don't do it.  We have had numerous issues with our IP console software.  With each new version Mitel fixes an existing issue but another problem arises.  Since day 1 the switchboard has had issues transferring calls and unable to answer calls.  We have a 3300 running 6.0 software.

[acejavelin]

I have to agree with both of the users above, the UCA console is not intended for a high volume traffic, think less than 50 calls per hours maximum... although the couple site we have running it successfully are very small (less than 50-100 phones) and more in the 15 calls per hour range. In larger environments it is kludgey to use. AND every UCA update seems to fix something, and break something.

Basically, if you have a site with a dedicated operatoror or any operator that handles 50+ calls per hour, stay with the 5550 console.

The one real advantage to the UCA console is the IM capability, it is very useful, but higher traffic areas can't really make use of it as the operators don't have to time to use the feature effectively.

[ralph]

AND every UCA update seems to fix something, and break something

Oh man!  Been there, done that.

Ralph

[LoopyLou]

Our customer was low call volume. They liked the UCA console for the presence and the ability to tie into their corporate directory rather then just being able to access the 3300 directory on the 5550. They used a 5340 with the UCA and used it to make the calls.

[kwahodi]

Thanks guys for all your responses.

The client barely receives more than 25 calls per day. The organization is in a regional area and most employees prefer to communicate via email and mobile phones. Though they have a clustered voice network, they mainly use it for collaboration other than actual phone traffic. If this is the only major concern, I'm willing to instal it as I know their call volumes are not high. Will also be upgrading their MAS from 4.0 to 5.0 and their controllers to MCD 6.0 just to cover that end of things.

Cheers!
Steve

[LoopyLou]

With that low of a volume you should be ok.