[cisco-voip] [OT?!?] Call Center solutions

[Voll, Scott]

Stefan--

I have no clue about a call center solution to integrate with Nortel.  

With that said, you can look at IPCC enterprise as an all inclusive
solution for a Call Center, or you can look at Cisco VoIP (Call Manager)
with IPCC express.  Both call center software packages have the ability
to record, monitor, and take over calls, etc.

I'm not sure I understand your question in regards to the satellite
calls.

Maybe you can elaborate.

Scott

-----Original Message-----
From: cisco-voip-bounces at puck.nether.net
[mailto:cisco-voip-bounces at puck.nether.net] On Behalf Of Netfortius
Sent: Tuesday, February 28, 2006 5:41 PM
To: cisco-voip at puck.nether.net
Subject: [cisco-voip] [OT?!?] Call Center solutions

Sorry for something that may look like OT (mostly if compared to the 
traditional subjects discussed here), but I am under some time-pressure,
due 
to a recent assignment outside my area of expertise: I have been asked
to 
pick up on a project left-over from a predecessor of mine, regarding the

following issues:

1. Cisco call center solutions, that may be comparable and/or
integrateable 
(is there such a word?!? ;)) with Nortel Symposium 6.x or Express
(depending 
on the site of deployment - have mutiple sites to deal with) solutions. 

In the light of the above, I would appreciate some pointers to
comparison 
info, as well as some personal experience. I am asked to analyze the 
opportunity of upgrading old/unsupported Nortel PBX/analog based
solutions, 
either to something vendor-similar, but newer/supported versions, or -
at the 
extreme - VoIP-based Cisco one (considering a transition period where 
satellite Call Centers may still have old solutions, but able to 
receive/transmit calls to the newer systems

2. Call monitoring solutions, such as the ones from Mercom, Witness or 
Conexus, and their integration with Cisco products (for this one I found
a 
link on Cisco's site, mentioning Mercom as a partner for Networkers 2006
... 
but that's about it).

Any pointers to documentation regarding design and practical solutions
for 
Call Centers would also be really appreciated. I would love to
RTFB(ooks), 
also, if pointed to the right/pertinent ones :)

Thanks,
Stefan
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