If you’ve worked with Cisco IP Telephony products, you’re probably familiar with their Attendant Console software. The software allows receptionists to manage incoming calls from their PC. This allows them to transfer calls with simple drag and drop functions. It also provides a quick list of user line status, whether they are on the phone or available. There are a number of additional features in this software but it is outside the scope of my rant. Using standard Cisco software, this software doesn’t exist for Callmanager Express (CME) patforms. The reccomended replacement is to use an expansion module which gives a phone “switchboard like” functionality.
ArcSolutions provides software that has similar functionality to Cisco’s Attendant console. This software is, in my opinion, one of the worst add-on technologies I have ever seen. I’ll explain and let you make up your own mind though.
ArcExpress requires that a “server” installation be configured on a single PC. That PC houses a SQL database for all other clients to attatch to. This PC has to remain on at all times, or the ArcExpress users all lose functionality. The “server” software is configured using the CME Configuration utility. This utility logs into the CME system and reads the configuration. At this point it attempts to make several configuration changes. Some of these changes include :
- Adding virtual phone configurations
- Adding virtual extension numbers for ArcExpress feature support
This was my first issue. In order to complete the CME Configuration, you must have at least 2 free phone licenses available. It also requires several available directory numbers for feature support. If your licensing does not allow for the recommended changes, the configuration will not continue.
At least the configuration utility gave me a list of the changes it was going to make. From that list I was able to adjust the changes to fit within the licensing constraints of the system.
At this point however, even though the ArcExpress virtual phone showed registered in the CME system, it did not function. Attempting to call Tech Support resulted in sitting on hold for an eternity. But I understand that problem. When you have a product as shoddy as this, one must expect a lot of tech-support calls. Their techs were probably all just very busy.
After many hours of work trying to get ArcExpress to function I have decided that it is not worth the effort. I will never work on another project using this software if I can at all help it.