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

[Netfortius]

Scott,

Thanks for your reply - here are some clarifications: let's say I have Nortel 
higher-end solution in some regional-central offices, as well as some lower 
level ones in other satellite/sales offices. During the process of migration 
to a Cisco solution, I still want to be able to properly route calls from 
older/legacy systems, to the newer ones being deployed (this is to implement 
a policy like "follow-the-sun"). Now - having said that - achieving this may 
be a simple matter of properly programming each call center, but with my lack 
of knowledge in this area, I am not sure if that would be enough to rely on, 
or if there is something more involved, that I do not know about ...

As I stated in my original email - I wold love to know of any books related to 
the call center fundamentals, or integration of vendors docs/recommendations, 
otherwise being in the dark for any proper evaluation.

I will start reading about the IPCC solutions, as you have suggested, and see 
if I can piece some things together.

Thanks,
Stefan


On Wednesday 01 March 2006 09:48, Voll, Scott wrote:
> 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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