[cisco-voip] Contact Center Management Tool

[Charles Goldsmith]

Agreed, I have an admin script that incorporates the prompt recorder,
holiday schedule change and a way to emergency close/open the queue through
IVR, but it's n ot user friendly for the most part.  A web frontend is
definitely needed.

On Thu, Dec 14, 2017 at 11:25 AM, Ben Amick <bamick at humanarc.com> wrote:

> 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> 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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