r.e. falling behind, yes that sucks.
My old employer fell so far behind on cisco call manager that the version they had were out of support and cisco would only touch their issues when billed at a T&M rate (i.e. it ran on windows). Their system was so big complex and unwieldy that it took the better part of 18 months planning to even update to a version of ccm that was even remotely current. I left shortly before that mess went live, that would have been a shitty teething period.