Anyone using ACCCM for Helpdesk to Add/Remove stations? 5

[PhonesAllDay]

Just wondering if anyone is using ACCCM Avaya Contact Center Control Manager in their helpdesk to manage move, adds, change and delete?
Looking for feedback if this tool is adequate to replace ASA.

Thank you,

PhonesAllDay

 

[kyle555]

I'm going to go out on a limb and say no, not that many people are using it. Its one of those Avaya products that covers a lot and you're not exactly sure where it fits without really understanding it and your environment.

How many users will simultaneously be doing MACs? I ask because System Manager isn't great with too many people logged in doing change requests on stations and mailboxes all day. But, barring that, what systems do you use that System Manager doesn't handle that would necessitate ACCCM?

 

[montyzummer]

I use it at 5 of my sites , this is the new version that creates a user in CM , CMS , One x agent ... actually any system ..ish in the Aura product range , ACCCM on paper is an extremely powerful and flexible piece of equipment , however in reality this is blown out of the water by how unpredictable it is .. the amount of bugs that it has and the sheer level of unreliability , in short you would never replace ASA (unless you are mental) with this product .As for all its shiny appearance it would drive you mad.

It does have its uses if you are provisioning a new system with multiple adjuncts you can create a user in one place and it will push it to all external systems , however , if you think about things like most Avaya products have different password policies(that in itself can have massive implications in ACCCM) , you need to know all the nuances( I reckon I know 5% and have been using it for the last 6 years on different versions)it needs to be really really thought about to the last little detail , in all honesty by the time you have planned it all you could of built the different systems config twice over.

System Manager can replace ASA and if you have CM7 its required for the new AMS configuration , but ask anyone on this forum if they would use system manager or ASA/Puttyetc to programm CM , I will bet my house on the answer , ACCCM is the same type of thing ... no way would you use it for day to day maintenance ( well not if you like your sanity)

Avaya will of course dispute this , but in my opinion its a provisioning tool NOT a day to day maintenance/admin application.

APSS (SME)
ACSS (SME)
ACIS (UC)

 

[kyle555]

I haven't had the chance to play with it myself, but from what you're saying, it's as bad as SMGR for having many people do MACs all day. Thanks for the feedback, Monty!

 

[montyzummer]

Indeed Kyle , it does have some nice features and its a single point of access ...but and I do mean but , your reference to SMGR hits the nail on the head , as an example you can make a change or add a user and it will say complete ... but its just lies.... the provisioning I talk about is its best feature , its not a strong as provision , but you can upload templates via .csv and deploy all your users at once .... but as already stated .. no way on earth is this a product for engineers/analysis's/sys admins to use day to day

APSS (SME)
ACSS (SME)
ACIS (UC)

 

[jimbojimbo]

Have to agree with montyzummer. Very buggy. Why not integrate System Manager with Active Directory? NOTE: you may want to be on System Manager 6.3.15 or higher and CM6.3.11.1 or higher. Even better in 7.0 with the ability to not only use templates for phones, messaging, presence but also define administrative rights. Also like the selfprovisioning tool which allows users to change their phones security code. I wouldn't look at ACCCM/ACM unless you specifically want to be able to perform call center tasks through it.