[cisco-voip] Contact Center Management Tool

[Ben Amick]

I know there’s a good PoC IVR script in one of Cisco’s packages somewhere that’s a decent prompt recorder.

Past that, I know the scripts I have are built in a way that I can manage two documents in CCX to update the weekly schedule and holiday dates, but any more granularity I don’t even have a way to manage in the current scripts. I wouldn’t know how to expose that to supervisors though.

Ben Amick
Unified Communications Analyst

From: cisco-voip [mailto:cisco-voip-bounces at puck.nether.net] On Behalf Of Charles Goldsmith
Sent: Thursday, December 14, 2017 11:49 AM
To: Brian Meade <bmeade90 at vt.edu>
Cc: voip puck <cisco-voip at puck.nether.net>
Subject: Re: [cisco-voip] Contact Center Management Tool

I never understood why this wasn't built into a user portal by Cisco for the supervisors.  I have not seen any viable products that would fit this, but we need one.

On Thu, Dec 14, 2017 at 10:36 AM, Brian Meade <bmeade90 at vt.edu<mailto:bmeade90 at vt.edu>> wrote:
Hey everyone,

I've got a customer looking for an ideally web-based product to front-end a lot of their call center applications allowing them to easily control daily schedules, holidays including alternate schedules per holiday, force open/close, and prompt changing/recording.

Currently they use a product called Netera Script Automation Manager (SAM) that is no longer supported.

I'm sure I could make a SQL DB for all this and a web front-end but was hoping for more of a commercially available option so they have a support model going forward.

We're also looking at replacing with an IVR but some of the stuff they want to do on the fly is difficult on an IVR such as changing the hours for next Friday.

Anyone seen any options here or have some ideas of good ways to handle these tasks for non-technical users?

Thanks,
Brian Meade

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