[cisco-voip] [External] IPCC best practice

[Matthew Loraditch]

We still use Call Handlers. We have fewer resources who can handle script editing and somewhat frequent requests to change hours and such that we need the regular techs to be able to handle.

Definitely a preference thing.


Matthew Loraditch
Sr. Network Engineer
p: 443.541.1518
w: www.heliontechnologies.com | e: MLoraditch at heliontechnologies.com
From: cisco-voip <cisco-voip-bounces at puck.nether.net> On Behalf Of Charles Goldsmith
Sent: Wednesday, August 19, 2020 8:39 AM
To: Johnson, Tim <johns10t at cmich.edu>
Cc: cisco-voip at puck.nether.net
Subject: Re: [cisco-voip] [External] IPCC best practice

[EXTERNAL]

Agreed with TIm, it's just simpler to involve less systems if you can.  With 12.0 UCCX and higher, the calendar function is a nice addition, no more XML files for schedules.

On Wed, Aug 19, 2020 at 7:37 AM Johnson, Tim <johns10t at cmich.edu<mailto:johns10t at cmich.edu>> wrote:
It seems to me that there's not a "best practice" label for most scenarios. When I started with UCCX, we went to a call handler first to provide us with an easy way to provide a schedule, and a familiar way for the customer to record a greeting. Later, we ended up building the schedule into our script and directing calls to the trigger. That's my preference, just to involve less systems.

Tim Johnson
Voice & Video Engineer
Central Michigan University
Call me: +19897744406
Video Call me: johns10t at cmich.edu<mailto:johns10t at cmich.edu>
Fax me: +19897795900
Meet me: http://cmich.webex.com/meet/johns10t


-----Original Message-----
From: cisco-voip <cisco-voip-bounces at puck.nether.net<mailto:cisco-voip-bounces at puck.nether.net>> On Behalf Of fred at browardcommunications.com<mailto:fred at browardcommunications.com>
Sent: Wednesday, August 19, 2020 8:19 AM
To: cisco-voip at puck.nether.net<mailto:cisco-voip at puck.nether.net>
Subject: [External] [cisco-voip] IPCC best practice


Hello, I just have a quick question.
When setting up a call center for a SMB, Is it best practice to have the main number go to a unity call handler 1st, with caller input going to uccx triggers, or is it considered best practice to have the main number go right to CCX?  I have seen both ways.

Thank you.
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