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

[Scott Voll]

What date / time are you changing?  when your open?

What are you trying to integrate with Notes?

you can do the same as ARC and use a third party recording software.

Scott

On Thu, Feb 5, 2009 at 2:10 AM, Sam Hall <SamHall at wiseman-dairies.co.uk>wrote:

>
> 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*<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*<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* <samhall at wiseman-dairies.co.uk>*
> **www.wiseman-dairies.co.uk* <http://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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