[cisco-voip] [External] IPCC best practice

[Anthony Holloway]

Fred,

There's no best practice for this question/scenario.  You have to do what
is best for the given set of parameters the business gives you to design a
solution.

On Wed, Aug 19, 2020 at 8:53 AM Lelio Fulgenzi <lelio at uoguelph.ca> wrote:

>
> Not much more to add here, except +1 for calling in IPCC. :) you’d have
> gotten +2 if you called it CRA. ;)
>
> But, seriously, you have to weigh the pros and cons of injecting a point
> of failure vs ease of administration.
>
> My thought process is, can you build automatic recovery? Or easily
> understood manual backup.
>
> And is the design something you can easily hand off to someone?
>
> Lots of things to consider.
>
> Sent from my iPhone
>
> On Aug 19, 2020, at 9:00 AM, Matthew Loraditch <
> MLoraditch at heliontechnologies.com> wrote:
>
> 
>
> CAUTION: This email originated from outside of the University of Guelph.
> Do not click links or open attachments unless you recognize the sender and
> know the content is safe. If in doubt, forward suspicious emails to
> IThelp at uoguelph.ca
>
> 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* <443.541.1518>
> w: *www.heliontechnologies.com* <http://www.heliontechnologies.com/>  |
> e: *MLoraditch at heliontechnologies.com* <MLoraditch at heliontechnologies.com>
>
> <image137282.png>
> <http://www.heliontechnologies.com/>
>
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>
> *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> 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
> Fax me: +19897795900
> Meet me: http://cmich.webex.com/meet/johns10t
>
>
> -----Original Message-----
> From: cisco-voip <cisco-voip-bounces at puck.nether.net> On Behalf Of
> fred at browardcommunications.com
> Sent: Wednesday, August 19, 2020 8:19 AM
> To: 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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