Measuring Cisco Collaboration User Adoption

Measuring Cisco User Adoption

So, you successfully have your Cisco Unified Communications (UC)/Collaboration solution running smoothly. You’ve migrated off your legacy PBX, managed to port over what users think is the same internal dial plan, and trained them on how to use most, if not all of, the features on that shiny new Cisco IP phone on their desk. Have you considered measuring Cisco Collaboration user adoption to see how it’s all used?

How to Measure Cisco Collaboration User Adoption

The company has generously given users a number of choices for communication — desk phone, mobile client, and likely even a softphone. They can park calls and resume them from the conference room, initiate conference calls on the fly, and dial their counterparts across the globe via an internal extension!

Whether it’s been three months or three years since you made the switch to UC, the question is . . . are you using it for more than basic dial tone?

Your organization undoubtedly chose to implement UC for easier manageability, toll, and other cost savings. It offers enhanced features beyond dial tone that can improve how users communicate and collaborate. If you haven’t already, it might be time to measure Cisco Collaboration user adoption of those new features, identify which users are still dialing “9011” instead of the internal DN to reach their colleagues in Europe, and see who only uses their desk phone and lets their mobile client and softphones collect dust and consume licenses in Cisco Unified Communications Manager (CUCM).

Getting the Data and Making Sense of It

Gathering and making sense of all this data, whether per user, department, or company-wide, is not, in reality, too daunting.

First, you need the Call Detail Record (CDR) data from CUCM. If you’re not already collecting and storing it, it’s a good idea to start. CDR collection is disabled out of the box, and even when it is enabled, you’re limited in how much data CUCM can keep for you. For more info, read up on how to enable and collect your CUCM CDR data.

Second, unless you love manually harvesting many thousands (if not millions) of CSV rows in Excel with your own macros and formulas, you will need a reliable CDR reporting software product.

Variphy is the industry leader for Cisco CDR reporting with a powerful, easy-to-use call analytics solution that provides robust and flexible reporting. With Variphy, you can identify which users should be trained on how to dial international users, how much the user base has adopted enhanced features, and which phones and soft clients haven’t been used and can be reclaimed or repurposed.

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