[cisco-voip] Integrating Apropos Contact Center with CCM

[Lelio Fulgenzi]

I think in general our experience was pretty good as well. The only thing we found frustrating was the fact that you needed console access to do any of the prompt management. If IPCC (express in our case) builds a prompt management facility on the par of Unity's call handler's I think it would be a well rounded system. For now, we have had to create our own custom prompt management solution in order for our queue owners to change greetings, etc.

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Lelio Fulgenzi, B.A.                                  lelio at uoguelph.ca.eh
Network Analyst (CCS)
University of Guelph                             FAX:(519) 767-1060 JNHN
Guelph, Ontario N1G 2W1                          TEL:(519) 824-4120 x56354
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  ----- Original Message ----- 
  From: Steve G 
  To: Voll, Scott 
  Cc: cisco-voip at puck.nether.net 
  Sent: Sunday, July 31, 2005 11:36 AM
  Subject: Re: [cisco-voip] Integrating Apropos Contact Center with CCM


  Thank you for the feedback Scott.  If I could get more feedback from other users who have experience administering IPCC Express that would be great.  I am interested in hearing as many experiences as possible.  What do you like and not like about it? 

  Thanks,
  Steve

   
  On 7/30/05, Voll, Scott <Scott.Voll at wesd.org> wrote: 
    For $2k a piece for a special nic... I would go with IPCC hands down.  We use it and love it.  The reports it makes have saved our bacon a time or to with managment.  Very easy to admin, and scripting is a breeze.  Not knowing anything about it I only took me a week or so to get it ready.  Just used the two guides on CCO and I was up and runing. 

    Scott


----------------------------------------------------------------------------
    From: cisco-voip-bounces at puck.nether.net on behalf of Steve G 
    Sent: Sat 7/30/2005 7:46 AM
    To: cisco-voip at puck.nether.net
    Subject: [cisco-voip] Integrating Apropos Contact Center with CCM 

     
    Hello All,
         Does anyone out there use Apropos as their contact center software?  Today, we have Apropos integrated with a Nortel Option 81c.  The Apropos system has some major complaints about the hardware required to make the enhanced agents run.  There is a nic that is installed in the Agents PC which takes an Analog line from the PBX.  These NICs are 2000 dollars and are VERY flaky.  There are also a many other things that are not desirable about the Apropos system.  We are currently looking at IPCC Express to replace Apropos.  In your honest opinions, would that be a sound decision?  I do not know much about Contact Center products as I am very new to the industry, but have researched the capabilities of IPCC Express Premium and believe that life would be very nice if we had IPCC Express integrated with CCM and performed a migration from the Apropos system. 

    Any thoughts?

    Steve




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