Hey Guys.. I have a potential sale in the making but there are two specifics I would like to clear up related to imporant parts of their operation... 1) They need to ring a group of phones (either globally or as part of a UCD group) but want to set a timer whereby after, say 1 minute, the call will either be diverted, or offered also to another external number. I've had some experience with peer groups and hunt groups etc, and am presuming B-ACD would be best suited to this (which I need to play around with more, but has anyone gotten a call manager express to then offer the call to a wider group (in this case an external number) after quite a long time? 2) The customer has no interest in many of the features of a UC500 but what generally works out cheaper - an ISR based CME/CUE installation with a PoE switch, or a UC5xx setup? We're talking about 20 phones here. 3) Lastly, they wish to report on abandoned calls, who answered what etc - more call centre statistics than call accounting/billing reporting - does anyone know of a suitable product? Thanks! |
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UC500.comCisco Communication Manager Express, UC520, SMB VOIP reference and community |
The B-ACD can do this
When you use the B-ACD service you configure hunt groups that have a hunt timer - after the Maximum hunt timer expires you can forward the call to another destination.
The B-ACD does also give limited Statistics including abandoned calls and individual agent stats (Just on Hunt Groups). You can configure it to dump these reports periodically to an external TFTP or FTP server.
Generally the UC is a Less expensive solution than CME on an ISR but at 20 phones it might be a toss up. One difference between the two is how per phone licensing works. Typically with an ISR you purchase individual phone licenses with the phones. With the UC it already comes with per phone licensing for (in your case) 16 or 32 phones built into the price.
Hope that helps,
Ted
Thanks - that's a great
Thanks - that's a great help, Ted!