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

[pwalenta at wi.rr.com]

In actuality, you can the the ICM component of IPCC Enterprise, and use
it to control/inegration with your Nortel, then migrate to IP Phones
later if desired.  

I know many folks that use ICM to "unite" all their siloed call centers,
and it works quite effectively.

----- Original Message -----
From: "Voll, Scott" <Scott.Voll at wesd.org>
Date: Wednesday, March 1, 2006 9:49 am
Subject: Re: [cisco-voip] [OT?!?] Call Center solutions
To: netfortius at gmail.com, cisco-voip at puck.nether.net

> 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 
> founda 
> 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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