<br><font size=2 face="sans-serif">Gents, thanks for your pointers...</font>
<br>
<br><font size=2 face="sans-serif">Main problems we are having</font>
<br>
<br><font size=2 face="sans-serif">a) the unfriendly user interface that
we have to pass onto supervisors to allow them to change time/date when
they choose (we are using multiple scripts to over come this) </font>
<br><font size=2 face="sans-serif">b) unfortunately for our sins we use
Lotus Notes (something I forgot to mention) and the integration with Notes
is pretty poor</font>
<br><font size=2 face="sans-serif">c) call recording user and supervisor
interfaces are not the best either</font>
<br>
<br><font size=2 face="sans-serif"><br>
Sam<br>
----<br>
Sam Hall<br>
Robert Wiseman & Sons<br>
Ext: 6655<br>
Tel: +44 (0)1355 270655<br>
samhall@wiseman-dairies.co.uk<br>
www.wiseman-dairies.co.uk<br>
159 Glasgow Road, East Kilbride, Glasgow, G74 4PA</font>
<br>
<br>
<br>
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<td width=40%><font size=1 face="sans-serif"><b>Scott Voll <svoll.voip@gmail.com></b>
</font>
<p><font size=1 face="sans-serif">04/02/2009 16:18</font>
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<div align=right><font size=1 face="sans-serif">To</font></div>
<td><font size=1 face="sans-serif">Ed Leatherman <ealeatherman@gmail.com>,
Sam Hall <SamHall@wiseman-dairies.co.uk></font>
<tr valign=top>
<td>
<div align=right><font size=1 face="sans-serif">cc</font></div>
<td><font size=1 face="sans-serif">cisco-voip@puck.nether.net</font>
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<td>
<div align=right><font size=1 face="sans-serif">Subject</font></div>
<td><font size=1 face="sans-serif">Re: [cisco-voip] Contact Center Products
- IPCC / ARC ??</font></table>
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<td>
<td></table>
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<br>
<br>
<br><font size=3>Sam--</font>
<br><font size=3> </font>
<br><font size=3>I'm also interested in what problems you are having with
UCCx?</font>
<br><font size=3> </font>
<br><font size=3>UCC Enterprise is going to be WAY OVER KILL. </font>
<br><font size=3> </font>
<br><font size=3>we use both Arc and UCCx. Personally for me, it
depends on the applicatiion you are using each software for as to what
I would use each for.</font>
<br><font size=3> </font>
<br><font size=3>Both are good applicatiions for what they are designed
for. Ii've never side by sided the price so I guess I don't have
that. but if I remember correctly UCCx is just the server license then
agents. and you get two ports for each agent you license. Thus,
for a call center it works pretty well. I have 4 call centers running off
my UCCx. and three receptionist queues on ARC.</font>
<br><font size=3> </font>
<br><font size=3>Scott<br>
</font>
<br><font size=3>On Wed, Feb 4, 2009 at 6:49 AM, Ed Leatherman <</font><a href=mailto:ealeatherman@gmail.com><font size=3 color=blue><u>ealeatherman@gmail.com</u></font></a><font size=3>>
wrote:</font>
<br><font size=3>Hi Sam,<br>
<br>
Depending on the particulars, UCCX can do all those. What limitations are
you running into with it (just curious)?<br>
<br>
I've got a regional campus using ARC and they are pretty happy with it
so far. They aren't doing wallboards or recording though. </font>
<br><font size=3><br>
</font>
<br><font size=3>On Wed, Feb 4, 2009 at 5:42 AM, Sam Hall <</font><a href="mailto:SamHall@wiseman-dairies.co.uk" target=_blank><font size=3 color=blue><u>SamHall@wiseman-dairies.co.uk</u></font></a><font size=3>>
wrote:</font>
<br><font size=2 face="sans-serif"><br>
Hi </font><font size=3><br>
</font><font size=2 face="sans-serif"><br>
We are currently migrating from CMv4.1.2 to CMv6.1.3 and run IPCC Express
v4.05. There are obvious limitations to IPCC Express i.e flexibility/usability/functionality,
therefore can anyone recommend a good alternative to IPCC Express - not
freeware/Linux? </font><font size=3> <br>
</font><font size=2 face="sans-serif"><br>
We run two small queues and are looking to expand to include more queues.</font><font size=3>
<br>
</font><font size=2 face="sans-serif"><br>
The current requirements must be considered which I am sure most products
will be able to do:</font><font size=3> <br>
</font><font size=2 face="sans-serif"><br>
- Queuing</font><font size=3> </font><font size=2 face="sans-serif"><br>
- Wallboard and stats</font><font size=3> </font><font size=2 face="sans-serif"><br>
- Ability to set temporary recordings i.e major outages</font><font size=3>
</font><font size=2 face="sans-serif"><br>
- Backup to work via CMv6 huntgroup</font><font size=3> </font><font size=2 face="sans-serif"><br>
- Call recording</font><font size=3> <br>
</font><font size=2 face="sans-serif"><br>
Is there a product that can do all the above in one? I am told ARC
is a good product and would be able to do the above apart from call recording
which could be done by using another product Witness. What about
IPCC Enterprise? </font><font size=3> <br>
</font><font size=2 face="sans-serif"><br>
If possible we would virtulise rather than use additional hardware.</font><font size=3>
<br>
</font><font size=2 face="sans-serif"><br>
Also are there products that do not require additional costs per queue/user
etc?</font><font size=3> <br>
</font><font size=2 face="sans-serif"><br>
Thanks in advance</font><font size=3> </font><font size=2 face="sans-serif"><br>
<br>
Sam<br>
----<br>
Sam Hall<br>
Robert Wiseman & Sons<br>
Ext: 6655<br>
Tel: +44 (0)1355 270655</font><font size=2 color=blue face="sans-serif"><u><br>
</u></font><a href="mailto:samhall@wiseman-dairies.co.uk" target=_blank><font size=2 color=blue face="sans-serif"><u>samhall@wiseman-dairies.co.uk</u></font></a><font size=2 color=blue face="sans-serif"><u><br>
</u></font><a href="http://www.wiseman-dairies.co.uk/" target=_blank><font size=2 color=blue face="sans-serif"><u>www.wiseman-dairies.co.uk</u></font></a><font size=2 face="sans-serif"><br>
159 Glasgow Road, East Kilbride, Glasgow, G74 4PA</font>
<br><font size=3><br>
</font>
<br><font size=3 color=#888888>-- <br>
Ed Leatherman<br>
Assistant Director, Voice Services<br>
West Virginia University<br>
Telecommunications and Network Operations</font><font size=3><br>
<br>
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