Reporting & Agent Desktop question

Hi all,

We are in the process of preparing a demo for a customer.

Environment:
- CM 6.0
- UCCX 5.0.1 Enhanced

Is the reporting tool already included in the installation CD (what is the URL of the reporting) ? Does it have to be ordered separately? Our customer really want to see the reporting abilities of the setup.

We have received a test package but apparently there is no Cisco Agent Desktop 6.4(1) that we will need (only the IPCCExpress CD). We really don't have the time to order it by Cisco.

So to make it short, our customer is interested in reporting and CAD but we don't have both I think... Any quick solution or confirmation of what we need will be greatly appreciated.

I'm coming from the IPCC Enterprise edition and I must admit that I still have to find my way back with the express version...

Thanks in advance.

C.

 Chrais,

Both of your questions are pretty easy. 

1.  Reporting - there are 2 flavors in IPCC Express.  Real Time Reports and Historical Reports.  Both come with any license of the product, there are 3 license levels, Standard, Enhanced, and Premium. 

To access Historical reports ( which is more valuable for just about any customer ) you have to log into the appadmin page ( http://ipofserver/appadmin ) and click on tools, plug-ins, and download and install the Historical Reports clients on 1 ( note I said 1 ) windows xp or windows 2000 machine.  If your customer wishes to run more than 1 instance of historical reports at a time Cisco recommends that the users purchase high availability option, meaning they have more than 1 database and engine servers.

2.  CAD - CAD comes with both Enhanced and Premium license levels.  To get CAD you have to go to the app admin page ( see above post ) and goto tools, plug-ins, and Cisco Desktop Software, and install the Cisco Agent Desktop.  You will need to configure users and associate users to phones the same as in enterprise product in order for the users to be able to log in. 

The reporting is horrible compared to enterprise level reporting, I dought your customer is going to be very happy with the reports, no one I know of is.  Also, a big stink going around right now, is that report data doesn't migrate between versions when you do an upgrade.  Just another thing to consider...

Cheers,

Alex