[cisco-voip] CDR for call analysis not billing

[Matthew J. Hughes]

I do have the 5 freebee licenses for IPCC Express, and I have a spare MCS
server. Do i need to get the IPCC Software? Is that a purchase? if so why
did they give me free licenses I cant use?

Matt

On Fri, Oct 17, 2008 at 1:25 PM, Ed Leatherman <ealeatherman at gmail.com>wrote:

> Matt,
>
> I'm not sure you could pull hold time out of CDR's.
>
> I know IPCC express can do what you need, its specifically aimed at small
> call centers. You used to get a freebie 5 agent license with CUCM, not sure
> if you still do or not might be worth checking the box. You'll need a
> separate server for that even if you got the free license. You'd have an
> upfront hardware and software cost plus incremental agent license cost.
>
> Arcsolutions.com might have something to do what you need to do too, i
> think that product does some basic call queuing not sure about reports
> though.
>
> Ed
>
> On Fri, Oct 17, 2008 at 4:11 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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>> cisco-voip at puck.nether.net
>> https://puck.nether.net/mailman/listinfo/cisco-voip
>>
>>
>
>
> --
> Ed Leatherman
> Assistant Director, Voice Services
> West Virginia University
> Telecommunications and Network Operations
>
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