[cisco-voip] Looking for a call-management system

[Madziarczyk, Jonathan]

I'm looking for a product to manage our main phone line.  Currently it's
just rings on a desk phone and we have a few people that answer it.
However we are cutting staff and at the same time receiving more calls
(and more peak times where we get multiple calls at a time).

 

We're running CCM and an AVST VM system.

 

We could just put a call processor on there, but we're looking for a
different solution.  I'm not really sure what the real name is, but one
of those "your call will be answered in the order in which it was taken"
type systems where it manages a queue of calls and would hopefully react
to different situations (higher queue-->add more people's phones to
answer, etc.)

 

Unity is still an expensive option for us (but we might consider doing
in just for the main lines if that's the solution).  Is the above idea
solely a function of the call center product?

 

Does anyone know if there are any reasonably priced 3rd party options
out there?  Since this is handling our main line, we'd like to have
something with some redundancy or failover.

 

Any suggestions would be appreciated.

 

JonM

-------------- next part --------------
An HTML attachment was scrubbed...
URL: https://puck.nether.net/pipermail/cisco-voip/attachments/20080523/ed36299c/attachment.html