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Buying contact Center voice over ip

I will purchase a complete contact Center system,Ip telephony Cisco,
what things I have to take it in consideration when I am dealing with the networking company that will implement the ip telephony system?
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i_harfoush
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i_harfoush
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3 Solutions
 
steveoskhCommented:
Current network infrastructure and cable quality.  I would not do it unless every single cable was checked and certified to handle the traffic.  If your cable is a mess, rip it all out and install fresh.  We require cable installers to be BICSI certified.
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i_harfoushAuthor Commented:
what about the server ?appliance?equipments?
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maartenobermanCommented:
bad choice write an rfp first and than make up your mind
avaya is a much better choice for contact centers
Cisco Lan does not require Cisoc for the voice application

Maarten
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i_harfoushAuthor Commented:
Mr. Maarten.
I wrote an rfp,
i got qoutes from:cisco,avaya,3com,Alcatel,Siemens.Ive read an comment before ,some expert is saying that avaya is not good,=(comment=The Avaya product is, in many cases, sophmoric and shortsighted.  For example, any changes made on the server requrie a reboot!  Get that, all calls lost!

The Avaya licensing scheme is a nightmare....to connect a softphone requires 2 licenses).
and  it is not the one who starts the voip, so go for cisco.

so i am now lost how to take the decission
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maartenobermanCommented:
ok even Mitel is better, Cico is nog bad for the ordinairy calls but I think thre are a lot of better voor call centers, and yes Avaya has some disadvanteges, but  you will overcome that in respect to the functionality
attention points for the implementation

/overflow/expert agent like routing for the calls
agent functionality
supevisor implementation
report contents and especially discuss them and use the information
good luck!
by the way which country are you
Maarten



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i_harfoushAuthor Commented:
Mr. Maarten
I am kuwait,so you advise me to go for cisco,
can you give me more details about :agent functionality, supervisor implementation, report contents and especialy....

thanks you MR. maarten
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i_harfoushAuthor Commented:
Mr. marten you advise me to go to cisco.?
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i_harfoushAuthor Commented:
Mr steveoskh:
actualy i have old network i will go with ur advise and rip out all the cables and switches, should I replace my firewalls or no need?
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steveoskhCommented:
On the firewall.  If you understand it and are comfortable with the protection provided, it may be fine.  
I would replace it if any of the following are true:
- It is no longer supported by the manufacture with patches and updates.
- You are not comfortable with the protection provided by it.
- There are new features that you want that it does not support.

As for a recommendation, others can help you better.  I have no idea what is available or supported in Kuwait.  
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i_harfoushAuthor Commented:
Mr. steve.
the networking company is comming after tomorrow to make ste survey and presentation to implemment the ip telephoney system:
what recommendition another ripping out my old network which was good advise?
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steveoskhCommented:
My experience is limited to VOIP used in an office and retail setting in the US.  I do not have experience with call centers that could have 1,000 plus seats and integration with computer applications.  I am not sure that I can really help your specific situation.
For any situation where I am dealing in a new technology or new supplier, I like to:
-  Check the reputation of the company with the Better Business Bureau (Not sure if there is equivalent to your country)
-  Get references for similar companies and jobs.  Call them and check.
-  Research the companies on line.  What complaints or problems.
-  If you have any doubts about them, there are companies that will research lawsuits and actions against the companies.
-  Have legal counsel that is versed in IT contracts review any contact.
-  Check out their help desk or support lines.    Do you get a tech right away or are you on hold for 30 minutes.
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i_harfoushAuthor Commented:
which is better in contact center"Avaya,3com,cisco"?
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i_harfoushAuthor Commented:
any comment /advise?
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i_harfoushAuthor Commented:
I got this 2 qoutations,
can you please advise,
automak-6-4-10.pdf
Automak--Cisco-Unified-Communica.pdf
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i_harfoushAuthor Commented:
anybody can please advise about those qoutes?
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shamcCommented:
1- enable call recording
- check if the NIC supports this feature
2-
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i_harfoushAuthor Commented:
10x
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