Cisco

Unified Communications Manager

4 / 5 33 reviews


Average Ratings

33 Reviews
  • 4 / 5
    Overall
  • 3.5 / 5
    Ease of Use
  • 4 / 5
    Customer Service

Product Details

  • Starting Price
    Not provided by vendor
  • Deployment
    Cloud, SaaS, Web
  • Support
    Business Hours

Vendor Details

  • Cisco
  • www.cisco.com/
  • United States

About Unified Communications Manager

VoIP software that offers session management, messaging, video, voice, mobility, and web conferencing capabilities.


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Unified Communications Manager Features

  • Audio / Video Conferencing
  • Calendar Management
  • Call Recording
  • Call Routing
  • Chat / Messaging
  • Fax Management
  • File Sharing
  • Mobile Access
  • Multi-User Collaboration
  • Voice Mail
  • Call Parking
  • Call Recording
  • Contact Management
  • Encryption
  • IVR / Voice Recognition
  • Ring Groups
  • SIP Trunking
  • Unified Communications
  • Voice Quality Enhancement

Unified Communications Manager Reviews Recently Reviewed!


Capterra-loader

Cisco UCM remains the traditional option for voice over IP

Jun 17, 2018
4/5
Overall
3 / 5
Ease of Use
4 / 5
Features & Functionality
3 / 5
Customer Support
4 / 5
Value for Money

Pros: The Cisco UCM is built for purpose with hardware optimization for voip services. As with most cisco products, the architecture is resilient and applicable for high availability environments. The application is modular and rich in features. Rich CTI features also.

Cons: The licensing of the features can be complex to understand. You may not know what is required for the functions you want until you talk to an expert. Not suitable for out of the box implementation. Highly trained personnel required to deploy.

Cisco Communications Manager Review

Jun 05, 2018
5/5
Overall
5 / 5
Ease of Use
4 / 5
Features & Functionality
Likelihood to Recommend: 9.0/10 Not
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Pros: This is a product that is easy to use, and very user friendly. No one on my team has ever had a complaint about it.

Cons: I can't think of anything that I've disliked this product. In my opinion, it is exactly what a mid- or high-volume Call/Contact Center needs.

Capterra-loader

GUI Interface is not that intuitive. Requires a lot of patience and time to read user manuals.

May 29, 2018
2/5
Overall
2 / 5
Ease of Use
3 / 5
Features & Functionality
4 / 5
Customer Support
2 / 5
Value for Money

Pros: I will have to admit that as long as you have a service contract with Cisco, they have excellent customer service. They've resolved many issues for us that were mission critical. But this is strictly for the CUCM itself. If you need help with specific physical phones, that requires a separate service contract and they will NOT help you.

Cons: I do not like that there is no consistent way in knowing which DID phone numbers have already been used and which ones are available. The biggest issue I have is when I think a phone number is available to assign to staff person, but often times that same number is being used as a voicemail box only for messages. Since the voicemail system is different, I have to constantly check both systems as well as a spreadsheet we have to ensure the phone number I'm assigning is actually available for use. Plus, we have several different call blocks so I never know which prefix goes with which extension. CUCM does not show the full phone number, only the last 4 digits. So unless you have running documentation knowing all the phone numbers in your call blocks, it's not very intuitive.

Cisco Unified Manager good for big deployment of VOIP

May 17, 2018
5/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money

Pros: Easy to manage alot of individual phones. Able to edit a group at a time or individual phones. Easy to make changes remotely and not having to physically go to each phone

Cons: Alot of menus and options that can overwhelm users. Process to update firmware on phones is very cumbersome and time consuming. Some things needed to be done via CLI and not the web gui.

Excellent tool that allows to perform several communication tasks in a single platform

May 17, 2018
5/5
Overall
4 / 5
Ease of Use
5 / 5
Features & Functionality
3 / 5
Customer Support
4 / 5
Value for Money
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Pros: - The quality of its service is impressive.
- Constant support for security vulnerabilities.
- When talking about many users there are few who can compete with this tool.
- The implementation is not complicated.

Cons: - Too expensive for a small or medium business.
- Sometimes it's hard to get some kind of online support.

Cisco Spark

May 15, 2018
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Comments: Highly recommend for small start up to large business. Great way to get connected.

Pros: Accessible, Free, easy to use get connected anytime anywhere. Perfect for team meetings and conference.

Cons: Been using the app for years now and have not encounter issues so far i would highly recommend for small tO large scale businesses

No Joke - Its a phone system.

May 04, 2018
5/5
Overall
3 / 5
Ease of Use
5 / 5
Features & Functionality
3 / 5
Customer Support
3 / 5
Value for Money

Pros: Number 1 - Cisco. - Inherited this phone system about 4 years ago. Self taught how to use and configure. Have since installed 4 more systems for other customers - feature rich - must have extensive Cisco knowledge.

Cons: Must have extensive Cisco knowledge. Classes, trainings and certifications recommended. This is not an easy system to learn or implement, and there are many many variables

Capterra-loader

Great and robust product, however is for advanced users

Apr 25, 2018
3/5
Overall
1 / 5
Ease of Use
3 / 5
Features & Functionality
1 / 5
Value for Money
Likelihood to Recommend: 6.0/10 Not
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Pros: It's a good product, high quality, and very robust security-wise, it has all the tools and functionalities for your communication needs, I used it personally for a Call Center and I had little to no downtime.

Cons: I really disliked its reporting system, is not user friendly also cisco does not allow you to tamper its software and it makes it really difficult to extract valuable information for analysis.

Overall: If you are looking for a robust and secure communication solution, it's great, I would only advise against its reporting.

Capterra-loader

Reliable, appealing UI, and functionally comprehensive

Apr 23, 2018
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
Likelihood to Recommend: 9.0/10 Not
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Pros: It delivers the things that I expect it to be able to do -- make calls, conference with colleagues -- and I have rarely heard of a colleague disliking the software. It is easy to use without any introduction, and this speaks to the

Cons: It's hard to find something to dislike, given that I use it for fairly simple functions. There haven't been any personal instances of being unable to connect to colleagues, and I have never had a call drop.

Overall: Able to fully function in my role's capacity regardless of working from home or at the office.

Capterra-loader

Cisco's Unified Communications Manager made my workplace phone system so much easier to control!

Apr 17, 2018
5/5
Overall
4 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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Pros: The aspect I like the most about this software is that I can control every phone in the office. If I want only 3 people's phones to ring when a main line call comes in, I can do that. If I want to group certain phones to roll over certain calls, I can do that as well.

Cons: One con about this software is that without instruction, you would never be able to use it. Written instructions are simply too complicated and there are a lot of shortcuts, tips, and tricks you can learn by having a cisco rep come out! However..it is time consuming!

Overall: This software helped me to control and organize my phone system according to my business and even my employees.

Capterra-loader

Interesting take on hardware management

Apr 11, 2018
4/5
Overall
3 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
4 / 5
Value for Money

Pros: this was a nice new utility we started using for our Cisco UCS platform. All in one mgmt app for our cisco hardware

Cons: very difficult to learn the terminology and how templates were used and managed. Seems a bit clunky

No other software can manage your servers better than this

Apr 04, 2018
5/5
Overall
5 / 5
Ease of Use
4 / 5
Features & Functionality
4 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
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Pros: 1) the interface is good and holds up all the necessary information as it should on every single page 2) The back end looks sturdy too and looks like a robust system.

Cons: 1) Pretty much tied up here. Cannot find a bug or a negative aspect about this. 2) Although some features can be added which will make the navigation a lot faster than right now.

Difficult to use . . . don't like it

Mar 31, 2018
2/5
Overall
1 / 5
Ease of Use
2 / 5
Features & Functionality
2 / 5
Value for Money

Pros: The obvious advantage is the security provided for our communications, but it's difficult to use. Unfortunately, I've chosen to stop using the product because opening files is so difficult.

Cons: Instructions are not clear and not easily accessible When clicking on links to de-encrypt files, options are not clear. Simply put, it's not intuitive.

Very happy with Cisco

Mar 29, 2018
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
Likelihood to Recommend: 10.0/10 Not
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Pros: We have used a variety of Cisco products and their communication manager fit well with our organization. We make a ton of calls and this simplified the process and allowed our users to have high quality calls.

Cons: We haven't had any major issues. In fact we generally solve all IT issues internally without using customer support so I'm not even sure how they do on the support side. The issues are usually minor.

Excellent program for phone calls

Mar 26, 2018
4/5
Overall
3 / 5
Ease of Use
5 / 5
Features & Functionality
4 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 7.0/10 Not
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Pros: Excellent program for telephone calls includes many features with Cisco IP Phones and with good voice modulation

Cons: Although it is a very good program, it is closed some voice protocols like SIP, it is very proprietary of cisco and you need hardware of CISCO System

Overall: Optimize the cost of phone calls

I am a system admin and architect

Mar 07, 2018
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money

Pros: The stability of this system is unparalleled. The granularity of management restrictions is incredible. This truly is the gold standard of enterprise voip systems.

Cons: The upgrade process and licensing structure is labor intensive. Real time monitoring tool is clunky and difficult to understand.

A very reliable and stable solution which we are have been using for years

Mar 07, 2018
4/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
4 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
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Cons: It takes some training and continuous use to fully master CM as it is not very simple at first. It is helpful to consult with another organization to construct a plan and design prior to implementation. Once you have been using CM for sometime you become more comfortable with the solution and deployment. The licensing model can become costly and upgrade can at times get complicated.

Overall: I like that the solution is fully featured, we currently use this solution and have been for years and must say it is very reliable and stable. CM is fully featured and is a flexible IP telephony solution. We have it across multiple sites, with publisher and subscriber the solution provides full redundancy in the event of a disaster. The phone deployment is quick and simple, and bulk imports make large scale deployment of telephony endpoints quick and seamless. It is helpful to consult with another organization to construct a plan and design prior to implementation.

We used the Unified Communications Manager for our phone system for 10 years.

Mar 05, 2018
5/5
Overall
2 / 5
Ease of Use
3 / 5
Features & Functionality
4 / 5
Customer Support
2 / 5
Value for Money

Pros: The Unified Communications Manager worked well...with redundant servers we never experienced down time.

Cons: The Unified Communications Manager can be difficult to setup and manage. We found it to be too expensive to upgrade.

Great experience!

Jan 29, 2018
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money

Pros: The UCM is feature rich and full of functionality. It's a bit of a beast so, I suggest educating yourself on the product or partnering with a company to manage it. It's been very reliable.

Cons: Big learning curve. It's beneficial to work with an engineer that's familiar with the system since there is so much to it.

Enterprise grade VoIP but needs dedicated staff

Dec 18, 2017
5/5
Overall
3 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
4 / 5
Value for Money

Pros: The thing I like most about this software is a combination of the full feature set and the high quality of support from manufacturer.

Cons: The thing I like least about this software is the complexity of configuration. Cisco is great about giving many options or nerd knobs to turn, however the UI needs a overhaul to make newer features easier to configure/find.

Cisco Review

Nov 17, 2017
4/5
Overall
4 / 5
Ease of Use
5 / 5
Features & Functionality
Likelihood to Recommend: 8.0/10 Not
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Pros: Cisco Unified Communications Manager is not a bad product. There's a lot of functionality there. Their tech support is good.

Cons: The user interface can be confusing to use. Sometimes I find that I have to refer to the instructions when I need to use features that I only use once in a while.

Easy to use phone and conference call system

Oct 11, 2017
4/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
Likelihood to Recommend: 7.0/10 Not
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Pros: Cisco offers a call system that is easy to use. As a global company we find it helpful for internal and external conference calls

Cons: The cost of the system is higher than other competitors, this may not be worthwhile if you are using it on a smaller scale.

Cisco Review

Sep 15, 2017
4/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
4 / 5
Customer Support
3 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
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Pros: Great software/phone for both inbound and outbound calls. Great for conference calls. Low maintenance.

Cons: The software can be costly. Recommend for larger companies. Typically there are no problems unless you are performing an upgrade or making a major configuration change.

I use Cisco UCM nearly every day. It is a robust software, but has a learning curve.

Aug 15, 2017
4/5
Overall
4 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
3 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: You can do just about anything with a phone system that you would want to do through the software. It is low maintenance. Typically there are no problems unless you are performing an upgrade or making a major configuration change.

Cons: The cost is always a bummer. There are other solutions that are a lower cost but don't provide all of the advanced features that you get with Cisco. I also don't like how complicated some parts of the software are seems like the user interface could be much more simplified. The user interface also needs an update... perhaps it's time for it to move to HTML 5 and get rid of all of the popup windows.

Overall: We never have to worry about down time on our phone system. We also find it easy to manage day to day changes.

Ive worked with UCM for years as a Cisco engineer and its still the only phone system I recommend.

Aug 08, 2017
4/5
Overall
3 / 5
Ease of Use
5 / 5
Features & Functionality
4 / 5
Customer Support
2 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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Pros: It does what I want it to 99% of the time. When it doesn't support makes it work or makes me update.

Cons: Supports is a bit to costly year over year and the cost of the system itself is far outside most SMB companies means.

Overall: Stability more than anything else. If the business relies on voice to work then this is all I recommend. Along with a CCIE to make it work right.

I have over 17 years in VoIP. Cisco Call Manager has been the best product I have ever used.

Aug 08, 2017
5/5
Overall
2 / 5
Ease of Use
5 / 5
Features & Functionality
4 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: The software is completely customizable. Cisco has made every effort to supply a fully feature rich platform that can be configured for any situation or use. Call Manager can be setup for multitenancy. Features and support for new technologies are being added on a regular basis. Cisco technical support is knowledgeable and quick to respond.

Cons: Licensing is very expensive. There are multiple licensing options that can be difficult to understand.

Overall: A fully enterprise level VoIP phone system that allows our company to configure to our needs.

It is good, no issues

Jun 21, 2017
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: being able to sign in and change reps skills very easily. I like the Cisco Reskill tool.

Cons: When someone signs in with the incorrect extension there is not an easy way to do a search by signed in extension. in our org the extensions go 111-111-1111, 111-111-1112, ect. Sometimes reps will transpose 2 numbers and it will not allow the other rep to sign in when their extensions being used.

Cisco Unified Communications Manger is a wste

Jun 15, 2017
3/5
Overall
3 / 5
Ease of Use
2 / 5
Features & Functionality
1 / 5
Customer Support
2 / 5
Value for Money
Likelihood to Recommend: 6.0/10 Not
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Pros: Cisco Unified Communications Manager is an okay product but is incredibly not user friendly. It's scalable, but not worth it.

Cons: The user interface is not very intuitive for many users. It is overly complex and hard to use for most users. It also require many many clicks to complete simple tasks.

The absolute best in software of its kind

Jun 09, 2017
4/5
Overall
4 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
3 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
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Pros: the features and functionality of Cisco Unified Communications Manager (UCM) are great for anyone who works remotely from their main office or travels frequently for business

Cons: This is an expensive program, it can be cost prohibitive to most small businesses, if there was a lite or small business version available it could be more accessible to other users

Overall: very easy to communicate with inside team and outside customers and vendors while working remotely

workforce admin

Jun 07, 2017
3/5
Overall
2 / 5
Ease of Use
3 / 5
Features & Functionality
2 / 5
Customer Support
3 / 5
Value for Money

Pros: Desktop softphone somewhat easy to use and admin for end users. Mirrors existing hard phone system.

Cons: Difficult to manage call flows. skill change tools limited. Easy to add skills to agents, but difficult to remove skills from groups of agents.

Cisco Review

Apr 28, 2017
4/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
4 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
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Pros: Great tool for my team to use for both incoming & outbound calls. Easy to use and great functionalities.

Cons: The reporting tools are a bit overwhelming and sometimes difficult to report on the exact items I need.

A Top Notch Product, though very costly

Jan 18, 2016
5/5
Overall
4 / 5
Ease of Use
5 / 5
Features & Functionality
4 / 5
Customer Support
Likelihood to Recommend: 8.0/10 Not
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Pros: The product is very stable, especially since CUCM started running on Linux. It doesn't require constant updates. It is very feature rich, more so with every new version. It's web interfaces are well laid out and intuitive. Tech support from the Cisco TAC CallManager team is usually very good. CUCM interfaces with so many other VoIP products out there, including Microsoft.

Cons: Tech support from the Cisco Global Licensing team has not been very good in my experiences. They usually take days to reply, often issue the wrong licenses, and the licensing process seems to be convoluted and constantly changing. Cisco promised that with their new licensing strategy starting with version 9 would be more cost efficient and easier to understand. It has not turned out to be more cost efficient at all. Also, Cisco yearly maintenance is very costly, as well as all their endpoints, much more costly than the average competitor.

Recommendations to other buyers: Take advantage of Cisco Live presentations as they are very informative and helpful. Don't let Cisco reps try to sell you a more expensive phone than you need, as they were aggressively pushing their very costly camera phones for quite a while. You will have little to no problems interfacing CUCM with other VoIP products.

More than just VoIP - A Powerful UC and Collaboration Suite

Nov 24, 2015
4/5
Overall
3.5 / 5
Ease of Use
4.5 / 5
Features & Functionality
4 / 5
Customer Support
Likelihood to Recommend: 9.0/10 Not
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Pros: Cisco Unified Communications Manager and its associated products (Unity Connection voicemail, Contact Center Express, etc.) provide a full suite of unified communications and collaboration capabilities. The solution can scale to from SMB to large enterprise and is highly flexible, allowing it to accommodate a wide range of business needs. The latest versions transition both voice and video communication onto a unified platform to drive the ubiquity of video adoption and impact the speed of business. Support for a wide range of endpoints, including PC, tablet, and mobile devices, allows for the adoption of collaboration tools by remote and mobile workers. The product is powerful and lends itself easily to fulfilling business goals.

Cons: One of the primary negatives about Cisco UCM would be the cost, especially at smaller scales and when competing against a legacy TDM solution. Even for businesses that are driven primarily by cost though, the additional benefits such as integrated instant messaging, point to point video, and mobile device integration may prove to be enough of a differentiator to justify the extra expense. Organizations that are interested in managing their own solution will typically need to hire or have on staff a fairly high level engineer, though most IT people would be capable of learning how to handle at least basic moves, adds, and changes. The importance of solid solution architecture and maintenance can not be overstated enough.

Recommendations to other buyers: Look for opportunities to leverage the collaboration features to resolve organizational pain points and solve business goals. Once you do this then the choice of an extensible next generation platform like Cisco UCM over a legacy TDM solution becomes apparent. A few examples: - Mobile Remote Access may help you to empower employees to work remotely while still remaining connected with co-workers, helping to satisfy your requirements for a telework initiative. - Utilizing telepresence endpoints and the collaboration edge architecture to enable video communications across organizational boundaries may help you to reduce travel costs and improve communications with partners, vendors, and customers. - Utilize IM&P to allow for real time collaboration between employees. Federation allows for standards based chat communications with external entities.