[cisco-voip] Getting started with IPCC?

[Matt Slaga (US)]

My suggestions:

 

1)       Use a second extension dedicated to be the agents call center
extension

2)       If you purchased SAU on your software, get the upgrade to 4.0.
If you do have multiple servers, order the redundant option.

3)       While you could do this with Unity and hunt groups, IPCC
express will give the manager the reports he needs to show his boss "how
great of a job he and his crew are doing".  

4)       Read the IPCC Express SRND, Scripting Guide and Administrator
Guide.

 

 

 

 

________________________________

From: cisco-voip-bounces at puck.nether.net
[mailto:cisco-voip-bounces at puck.nether.net] On Behalf Of Tech Guy
Sent: Tuesday, October 03, 2006 12:58 PM
To: cisco-voip at puck.nether.net
Subject: [cisco-voip] Getting started with IPCC?

 

So, I have two CallManager 4.1(3) servers and about 1000 phones where I
am.  Just started working here and I have been tasked with bringing up
IPCC Express which they apparently bought a couple of servers nearly a
year ago to do. 

 

Funny thing is what they want to do they could easily do without IPCC
express, but since they have it I get to have fun I suppose.

 

Been reading and reading all the documents and well I think my brain is
turning to mush.

 

They just want to roll it out for the IT dept./helpdesk.  They want
calls to come in and through a series of menus they can reach the right
people.  To me with CCM its nothing a Unity call handler and some hunt
groups couldn't accomplish. 

 

I read something about agent phones not being able to support certain
phone features, like "idivert" for one.  I can understand that actually,
but man thats going to bite in this implementation where the people are
more then just agents you know. 

 

Anyway, anyone have tips or suggestions on getting started with this
beast?  Any gotchas or caveats you have run into doing something
similiar?  Not look so much for how to do it all or anything but more so
lessons learned if you have them. 

 

Thanks!




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