[cisco-voip] Integrating Apropos Contact Center with CCM

[Ortiz, Carlos]

We installed IPCC Express about 3 months ago with the help of an outside consultant.  My impressions so far are much like Lelio's.  We were running Nortel Symposium on an Option 61 PBX.  We had to duplicate a Call center for about 12 agents (help desk) and 2 auto attendant menus that we had in our buidling.  With just a little formal preparation we converted to IPCC after 2 work days.  It has been running rock solid since.  A few MINOR things I don't like.  
 
1) Cold standby server.  I basically pulled the blank drives from the standby server and replicated them using the array/mirror function.  Only issue here is that I update the live box (OS patches, etc) but still haven't once powered up the standby server after the first day.  I think this is going to be changed in future releases.
 
2) You are required to have a mapped drive from each agent desktop to the server. The agent install seems to always want to map back to the original drive it was installed from.  Maybe it's just me, but I have had a couple of instances where the profiles got corrupted.  
 
On the positive side IPCC can scale to about 200 agents/or 300 IVR ports.  We are looking at leveraging the server to do multiple functions like this.  With the current AA and 12 agent call center the 7845 server isn't even breathing hard.
 
Carlos

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From: cisco-voip-bounces at puck.nether.net on behalf of Lelio Fulgenzi
Sent: Sun 7/31/2005 1:35 PM
To: Steve G; Voll, Scott
Cc: cisco-voip at puck.nether.net
Subject: Re: [cisco-voip] Integrating Apropos Contact Center with CCM


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.
 
-----                                                                -----
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 <mailto:stephengustafson at gmail.com>  
	To: Voll, Scott <mailto:Scott.Voll at wesd.org>  
	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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