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

[James Buchanan]

You have a couple of options.

 

Cisco's IPCC Express product gives you the capability to setup call queuing to route them efficiently to an appropriate agent. Cisco Unity would not be the appropriate product for this.

 

Alternatively, if you are simply considering queuing calls for a receptionist, you might consider Cisco Business Attendant Console which has some call queuing capability. 

 

From: cisco-voip-bounces at puck.nether.net [mailto:cisco-voip-bounces at puck.nether.net] On Behalf Of Madziarczyk, Jonathan
Sent: Friday, May 23, 2008 11:28 AM
To: cisco voip
Subject: [cisco-voip] Looking for a call-management system

 

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 queueàadd 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

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