We have a client that is currenlty running UCME 4.1 on a cisco 2851.
We need to be able to report on call times/Hold Times/Call volume, etc.
Would UCME be able to do this or will we have to add Call Center to their installation or upgrade to the non-express version of UCM.
Thanks
- Brugh
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I just had another thought. There are SIP call-centre's available (non-cisco). So it should be possible to offload the calls from the UCME box to the SIP Call centre via a SIP trunk. This would then mean you would just need to select and evaluate a third-party SIP callcentre... I have looked online and there a several which pop up. You would potentially be pioneering the solution in this case, and sure that the callmanager upgrade would work.... food for thought...
Back again, I have actually found a company who claim to be able to offer you the reports you want using UCME. Please see this link: http://www.sentinel.com/pd
This states that they can provide details reports but dont go into exact details, and you need to be using the AA features of UCME (the built-in Auto Attendant feature). Check it out, might be the answer you we looking for...?
Here a better link to the info above, take a look at the screenshots....!
http://www.sentinel.com/pr
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by: The_R0CKPosted on 2007-10-28 at 11:37:07ID: 20165955
The are several add-on softwares for UCME, however I have never come across anything which will provide what you require. You could look at a call accounting software which will show inbound, outbound, answered calls and durations, however it will not show hold times and other contact centre type information. An example of this software is Stonevoice Billy (mainly design for call accounting and billing).
For a more traditional contact center solution you would need to upgrade to UCM (full version callmanager). UCM supports indepth TAPI and CTI integration, when used with a contact centre software will provide such details as your customer requires. If you upgrade to Cisco UCM you also get a free copy of Cisco IPCC (IP Contact Center) with 5 agent licenses. You can then addon software such as the products from www.checkmate.com, which will provide detailed and customizable reports on call activity. This software also has support for wallboards to display the statistic is real-time.
There are many version of IPCC, you only get the basic one for free (no surprises). The different versions allow for different features and greater scalability. Also if you suggest callmanager 4.1 or 4.2 to the customer, you can actually run IPCC on the same server hardware and the callmanager itself (you can not do this with versions 5-6.0). If you run IPCC on the same server however, it has a capacity of 10 agents.
Hope that helps.