<div dir="ltr"><div>cisco UCCx would fit your bill very well. it is licensed on a per agent basis (still going to have to buy the server and software, but it scales from 1 to 300 agents). I have 12 agent license (4 call centers,(Small I know)) but the reporting we get and routing is awesome. We have stopped grievance claims in there tracks and when it comes to hiring we get the funding we need based mostly on the great charts / graphs / reports it does out of the box.</div>
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<div>just my two cents.</div>
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<div>Scott</div>
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<div class="gmail_quote">On Fri, Oct 17, 2008 at 1:11 PM, Matthew J. Hughes <span dir="ltr"><<a href="mailto:mattjhughes@gmail.com">mattjhughes@gmail.com</a>></span> wrote:<br>
<blockquote class="gmail_quote" style="PADDING-LEFT: 1ex; MARGIN: 0px 0px 0px 0.8ex; BORDER-LEFT: #ccc 1px solid">
<div dir="ltr">I have a few different departments that need to have a mini call center. They have 5-10 people answering calls and want to be able to get route calls dynamically to them get call metrics, etc.. We are running CUCM 6.1 and Unity Connection 2. I can cobble together the call routing features they want and allow them to turn them on and off. But the CDR information perplexes me abit. Length of Hold Time, number of Busy Calls are not logged by my Call Accounting server as it is more oriented for billing rather then call metrics. Is there a Cisco Software that will fit this nitch? Or is there only a Call Center product I would have to buy for 5000 agents and use for only 10? Also I have looked into rolling my own CDR analysis tool but dont want to reinvent the wheel if there is already a good tool to do all of this. Thanks for the help.<br>
<br>Matt<br></div><br>_______________________________________________<br>cisco-voip mailing list<br><a href="mailto:cisco-voip@puck.nether.net">cisco-voip@puck.nether.net</a><br><a href="https://puck.nether.net/mailman/listinfo/cisco-voip" target="_blank">https://puck.nether.net/mailman/listinfo/cisco-voip</a><br>
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