[cisco-voip] IPCC Express and Inbound Email Queuing

[Matthew Saskin]

Unified Email Interaction Manager for Contact Center Express
http://www.cisco.com/en/US/products/sw/custcosw/ps1846/products_data_sheet0900aecd805e208d.html

additional product running on an additional server.  I have no 
first-hand experience with it, just know of it.

-matt

Micah Bennett wrote:
> 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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