[cisco-voip] CDR for call analysis not billing

[Scott Voll]

cisco UCCx would fit your bill very well.  it is licensed on a per agent
basis (still going to have to buy the server and software, but it scales
from 1 to 300 agents).  I have 12 agent license (4 call centers,(Small I
know)) but the reporting we get and routing is awesome.  We have stopped
grievance claims in there tracks and when it comes to hiring we get the
funding we need based mostly on the great charts / graphs / reports it does
out of the box.

just my two cents.

Scott




On Fri, Oct 17, 2008 at 1:11 PM, Matthew J. Hughes <mattjhughes at gmail.com>wrote:

> I have a few different departments that need to have a mini call center.
> They have 5-10 people answering calls and want to be able to get route calls
> dynamically to them get call metrics, etc..  We are running CUCM 6.1 and
> Unity Connection 2.  I can cobble together the call routing features they
> want and allow them to turn them on and off. But the CDR  information
> perplexes me abit.  Length of Hold Time,  number of Busy Calls are not
> logged by my Call Accounting server as it is more oriented for billing
> rather then call metrics.  Is there a Cisco Software that will fit this
> nitch? Or is there only a Call Center product I would have to buy for 5000
> agents and use for only 10?  Also I have looked into rolling my own CDR
> analysis tool but dont want to reinvent the wheel if there is already a good
> tool to do all of this. Thanks for the help.
>
> Matt
>
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