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<DIV dir=ltr align=left><SPAN class=520462301-01082005><FONT face=Arial
color=#0000ff size=2>To address some of your concerns
Carlos:</FONT></SPAN></DIV>
<DIV dir=ltr align=left><SPAN class=520462301-01082005><FONT face=Arial
color=#0000ff size=2></FONT></SPAN> </DIV>
<DIV dir=ltr align=left><SPAN class=520462301-01082005><FONT face=Arial
color=#0000ff size=2>1. Cold Standby - IPCC 4.0, which is due out very shortly
will support a full warm standby server, some hardware requirements will exist
for this.</FONT></SPAN></DIV>
<DIV dir=ltr align=left><SPAN class=520462301-01082005><FONT face=Arial
color=#0000ff size=2></FONT></SPAN> </DIV>
<DIV dir=ltr align=left><SPAN class=520462301-01082005><FONT face=Arial
color=#0000ff size=2>2. Mapped drives I'm pretty sure go
away.</FONT></SPAN></DIV>
<DIV dir=ltr align=left><SPAN class=520462301-01082005><FONT face=Arial
color=#0000ff size=2></FONT></SPAN> </DIV>
<DIV dir=ltr align=left><SPAN class=520462301-01082005><FONT face=Arial
color=#0000ff size=2>3. Express can scale above 200 agents (not sure what
the top is).</FONT></SPAN></DIV>
<DIV dir=ltr align=left><SPAN class=520462301-01082005><FONT face=Arial
color=#0000ff size=2></FONT></SPAN> </DIV>
<DIV dir=ltr align=left><SPAN class=520462301-01082005><FONT face=Arial
color=#0000ff size=2>One other major feature to note is: Agent desktops
now do recording/silent monitoring. No more span ports. Just like
IPCC Enterprise.</FONT></SPAN></DIV>
<DIV> </DIV>
<DIV><FONT face=Arial color=#0000ff size=2></FONT> </DIV>
<DIV><SPAN class=520462301-01082005><FONT face=Arial color=#0000ff size=2>Steve,
as for prompt management, I wrote a script to do it. With a recording step
available, it makes it easy to just call in and re-record/backup/replace any
prompt in your system.</FONT></SPAN></DIV>
<DIV><BR></DIV>
<DIV class=OutlookMessageHeader lang=en-us dir=ltr align=left>
<HR tabIndex=-1>
<FONT face=Tahoma size=2><B>From:</B> cisco-voip-bounces@puck.nether.net
[mailto:cisco-voip-bounces@puck.nether.net] <B>On Behalf Of </B>Ortiz,
Carlos<BR><B>Sent:</B> Sunday, July 31, 2005 8:17 PM<BR><B>To:</B> Steve
G<BR><B>Cc:</B> cisco-voip@puck.nether.net<BR><B>Subject:</B> RE: [cisco-voip]
Integrating Apropos Contact Center with CCM<BR></FONT><BR></DIV>
<DIV></DIV>
<DIV id=idOWAReplyText19986 dir=ltr>
<DIV dir=ltr><FONT face=Arial color=#000000 size=2>We installed IPCC Express
about 3 months ago with the help of an outside consultant. My
impressions so far are much like Lelio's. We were running Nortel Symposium
on an Option 61 PBX. We had to duplicate a Call center for about 12 agents
(help desk) and 2 auto attendant menus that we had in our buidling.
With just a little formal preparation we converted to IPCC after 2
work days. It has been running rock solid since. A few MINOR things
I don't like. </FONT></DIV>
<DIV dir=ltr><FONT face=Arial size=2></FONT> </DIV>
<DIV dir=ltr><FONT face=Arial size=2>1) Cold standby server. I basically
pulled the blank drives from the standby server and replicated them using the
array/mirror function. Only issue here is that I update the live box (OS
patches, etc) but still haven't once powered up the standby server after the
first day. I think this is going to be changed in future
releases.</FONT></DIV>
<DIV dir=ltr><FONT face=Arial size=2></FONT> </DIV>
<DIV dir=ltr><FONT face=Arial size=2>2) You are required to have a mapped drive
from each agent desktop to the server. The agent install seems to always want to
map back to the original drive it was installed from. Maybe it's just me,
but I have had a couple of instances where the profiles got corrupted.
</FONT></DIV>
<DIV dir=ltr><FONT face=Arial size=2></FONT> </DIV>
<DIV dir=ltr><FONT face=Arial size=2>On the positive side IPCC can scale to
about 200 agents/or 300 IVR ports. We are looking at leveraging the server
to do multiple functions like this. With the current AA and 12 agent call
center the 7845 server isn't even breathing hard.</FONT></DIV>
<DIV dir=ltr><FONT face=Arial size=2></FONT> </DIV>
<DIV dir=ltr><FONT face=Arial size=2>Carlos</FONT></DIV></DIV>
<DIV dir=ltr><BR>
<HR tabIndex=-1>
<FONT face=Tahoma size=2><B>From:</B> cisco-voip-bounces@puck.nether.net on
behalf of Lelio Fulgenzi<BR><B>Sent:</B> Sun 7/31/2005 1:35 PM<BR><B>To:</B>
Steve G; Voll, Scott<BR><B>Cc:</B> cisco-voip@puck.nether.net<BR><B>Subject:</B>
Re: [cisco-voip] Integrating Apropos Contact Center with
CCM<BR></FONT><BR></DIV>
<DIV>
<DIV><FONT face=Arial size=2>I think in general our experience was pretty good
as well. The only thing we found frustrating was the fact that you needed
console access to do any of the prompt management. If IPCC (express in our case)
builds a prompt management facility on the par of Unity's call handler's I think
it would be a well rounded system. For now, we have had to create our own custom
prompt management solution in order for our queue owners to change greetings,
etc.</FONT></DIV>
<DIV> </DIV>
<DIV>-----
-----<BR>Lelio Fulgenzi,
B.A.
<A href="mailto:lelio@uoguelph.ca.eh">lelio@uoguelph.ca.eh</A><BR>Network
Analyst (CCS)<BR>University of
Guelph
FAX:(519) 767-1060 JNHN<BR>Guelph, Ontario N1G
2W1
TEL:(519) 824-4120
x56354<BR>^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^<BR>mob
lawyer: your people insulted my brother.<BR>dr. house: what? romano in the
parmesan cheese shaker again?</DIV>
<BLOCKQUOTE
style="PADDING-RIGHT: 0px; PADDING-LEFT: 5px; MARGIN-LEFT: 5px; BORDER-LEFT: #000000 2px solid; MARGIN-RIGHT: 0px">
<DIV style="FONT: 10pt arial">----- Original Message ----- </DIV>
<DIV style="BACKGROUND: #e4e4e4; FONT: 10pt arial"><B>From:</B> <A
title=stephengustafson@gmail.com
href="mailto:stephengustafson@gmail.com">Steve G</A> </DIV>
<DIV style="FONT: 10pt arial"><B>To:</B> <A title=Scott.Voll@wesd.org
href="mailto:Scott.Voll@wesd.org">Voll, Scott</A> </DIV>
<DIV style="FONT: 10pt arial"><B>Cc:</B> <A title=cisco-voip@puck.nether.net
href="mailto:cisco-voip@puck.nether.net">cisco-voip@puck.nether.net</A> </DIV>
<DIV style="FONT: 10pt arial"><B>Sent:</B> Sunday, July 31, 2005 11:36
AM</DIV>
<DIV style="FONT: 10pt arial"><B>Subject:</B> Re: [cisco-voip] Integrating
Apropos Contact Center with CCM</DIV>
<DIV><BR></DIV>
<DIV>Thank you for the feedback Scott. If I could get more feedback from
other users who have experience administering IPCC Express that would be
great. I am interested in hearing as many experiences as possible.
What do you like and not like about it? </DIV>
<DIV> </DIV>
<DIV>Thanks,</DIV>
<DIV>Steve<BR><BR> </DIV>
<DIV><SPAN class=gmail_quote>On 7/30/05, <B class=gmail_sendername>Voll,
Scott</B> <<A href="mailto:Scott.Voll@wesd.org">Scott.Voll@wesd.org</A>>
wrote:</SPAN>
<BLOCKQUOTE class=gmail_quote
style="PADDING-LEFT: 1ex; MARGIN: 0px 0px 0px 0.8ex; BORDER-LEFT: #ccc 1px solid">
<DIV dir=ltr>
<DIV dir=ltr><FONT face=Arial color=#000000 size=2>For $2k a piece for a
special nic... I would go with IPCC hands down. We use it and love
it. The reports it makes have saved our bacon a time or to with
managment. Very easy to admin, and scripting is a breeze. Not
knowing anything about it I only took me a week or so to get it ready.
Just used the two guides on CCO and I was up and runing. </FONT></DIV>
<DIV dir=ltr><FONT face=Arial size=2></FONT> </DIV>
<DIV dir=ltr><FONT face=Arial size=2>Scott</FONT></DIV></DIV>
<DIV dir=ltr><BR>
<HR>
<FONT face=Tahoma size=2><B>From:</B> <A
href="mailto:cisco-voip-bounces@puck.nether.net"
target=_blank>cisco-voip-bounces@puck.nether.net</A> on behalf of Steve G
<BR><B>Sent:</B> Sat 7/30/2005 7:46 AM<BR><B>To:</B> <A
href="mailto:cisco-voip@puck.nether.net"
target=_blank>cisco-voip@puck.nether.net</A><BR><B>Subject:</B> [cisco-voip]
Integrating Apropos Contact Center with CCM <BR></FONT><BR> </DIV>
<DIV><SPAN class=e id=q_105691099759699a_1>
<DIV>
<DIV>Hello All,</DIV>
<DIV> Does anyone out there use Apropos as their
contact center software? Today, we have Apropos integrated with a
Nortel Option 81c. The Apropos system has some major complaints about
the hardware required to make the enhanced agents run. There is a nic
that is installed in the Agents PC which takes an Analog line from the
PBX. These NICs are 2000 dollars and are VERY flaky. There are
also a many other things that are not desirable about the Apropos
system. We are currently looking at IPCC Express to replace
Apropos. In your honest opinions, would that be a sound
decision? I do not know much about Contact Center products as I am
very new to the industry, but have researched the capabilities of IPCC
Express Premium and believe that life would be very nice if we had IPCC
Express integrated with CCM and performed a migration from the Apropos
system. </DIV>
<DIV> </DIV>
<DIV>Any thoughts?</DIV>
<DIV> </DIV>
<DIV>Steve</DIV></DIV></SPAN></DIV></BLOCKQUOTE></DIV><BR>
<P>
<HR>
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