[cisco-voip] Contact Center Products - IPCC / ARC ??

[Sam Hall]

Gents, thanks for your pointers...

Main problems we are having

a) the unfriendly user interface that we have to pass onto supervisors to 
allow them to change time/date when they choose (we are using multiple 
scripts to over come this) 
b) unfortunately for our sins we use Lotus Notes (something I forgot to 
mention) and the integration with Notes is pretty poor
c) call recording user and supervisor interfaces are not the best either


Sam
----
Sam Hall
Robert Wiseman & Sons
Ext: 6655
Tel: +44 (0)1355 270655
samhall at wiseman-dairies.co.uk
www.wiseman-dairies.co.uk
159 Glasgow Road, East Kilbride, Glasgow, G74 4PA



Scott Voll <svoll.voip at gmail.com> 
04/02/2009 16:18

To
Ed Leatherman <ealeatherman at gmail.com>, Sam Hall 
<SamHall at wiseman-dairies.co.uk>
cc
cisco-voip at puck.nether.net
Subject
Re: [cisco-voip] Contact Center Products - IPCC / ARC ??






Sam--
 
I'm also interested in what problems you are having with UCCx?
 
UCC Enterprise is going to be WAY OVER KILL. 
 
we use both Arc and UCCx.  Personally for me, it depends on the 
applicatiion you are using each software for as to what I would use each 
for.
 
Both are good applicatiions for what they are designed for.  Ii've never 
side by sided the price so I guess I don't have that. but if I remember 
correctly UCCx is just the server license then agents.  and you get two 
ports for each agent you license.  Thus, for a call center it works pretty 
well. I have 4 call centers running off my UCCx. and three receptionist 
queues on ARC.
 
Scott

On Wed, Feb 4, 2009 at 6:49 AM, Ed Leatherman <ealeatherman at gmail.com> 
wrote:
Hi Sam,

Depending on the particulars, UCCX can do all those. What limitations are 
you running into with it (just curious)?

I've got a regional campus using ARC and they are pretty happy with it so 
far. They aren't doing wallboards or recording though. 


On Wed, Feb 4, 2009 at 5:42 AM, Sam Hall <SamHall at wiseman-dairies.co.uk> 
wrote:

Hi 

We are currently migrating from CMv4.1.2 to CMv6.1.3 and run IPCC Express 
v4.05.  There are obvious limitations to IPCC Express i.e 
flexibility/usability/functionality, therefore can anyone recommend a good 
alternative to IPCC Express - not freeware/Linux?   

We run two small queues and are looking to expand to include more queues. 

The current requirements must be considered which I am sure most products 
will be able to do: 

- Queuing 
- Wallboard and stats 
- Ability to set temporary recordings i.e major outages 
- Backup to work via CMv6 huntgroup 
- Call recording 

Is there a product that can do all the above in one?  I am told ARC is a 
good product and would be able to do the above apart from call recording 
which could be done by using another product Witness.  What about IPCC 
Enterprise?   

If possible we would virtulise rather than use additional hardware. 

Also are there products that do not require additional costs per 
queue/user etc? 

Thanks in advance 

Sam
----
Sam Hall
Robert Wiseman & Sons
Ext: 6655
Tel: +44 (0)1355 270655
samhall at wiseman-dairies.co.uk
www.wiseman-dairies.co.uk
159 Glasgow Road, East Kilbride, Glasgow, G74 4PA


-- 
Ed Leatherman
Assistant Director, Voice Services
West Virginia University
Telecommunications and Network Operations

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