[cisco-voip] IPCC Express and Inbound Email Queuing

[Micah Bennett]

Hello All.

I have gotten a request from our call center management to start
investigating one of the things that they think they heard in the
proposal for our IPCC system last year.  

The part of the proposal I am tasked with investigating is the systems
ability to handle incoming email the same way it handles incoming phone
calls.  Basically the call center management wants certain types of
email to go into a queue and be directed to agents from there.  They
want to be able to run reports so they can see if these emails are being
addressed in a timely manner by the agents.  

Is this a pipe dream or has anyone heard of this before.  

If so, does it involve a third party application or just a lot of coding
and programming?

Micah Bennett
Telecommunications Admin
Automated License Systems
 


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