Cisco IPCC Express (enhanced)

[Richard]

I have just started a new contract in a call centre here in Sydney and they are running a Cisco IPCC call centre solution. From what I have seen of this it is a very limited application in so far as real time stats and historical reports. I have found that it is also extremely difficult to actually custom write any reports. Whether this is due to my linited understanding of MS SQL or just the application itself I am not sure, as I have had pleanty of experience writing reports for other database schema's.

Would appreciate if there is anyone here who is either using this solution or knows someone who is that I could make contact with to discuss features (limitations) as Cisco here in Australia is not being of too much help. Thanks

[AustinWFM]

We used Infomaker to build custom reports for the cisco platform...its fairly inexpensive

[ScottCunningham]

Richard,

My company has a development staff that specializes in Cisco and IPCCX. While we are located in the U.S., we can easily create any type of reporting you would like to see as well as develop custom applications for the entire Cisco Unified Communications platform. If you would like to discuss our capabilities feel free to email me at scott.cunningham@metronome.net.

Scott

[Richard]

Woah talk about time between posts....LOL.

I have since finished this contract after completing a business case for them to replace what is effectively a very poor call centre system with one that actually works well. being a government department needless to say here we are 2 years later and they still havent donw anything about it.

As far me I have moved on and for the last year and a bit have been working for an Avaya business partner doing configuration and programming of Avaya PBX & ACD and loving every minute of it.

Cheers

Richard

[mbennett66]

Richard
I am very interested in anything you can share regarding your business case to move from IPCCExpress to Avaya. I am a telecom admin for a call center here in the US. We are looking at the options to replace our InterTel system and the two main choices are Cisco and Avaya. I have put the last few months into researching Cisco, but I have seen enough from the Avaya group in the past few weeks to warrant giving them a chance as well. my email is mbennett@als-xtn.com or micah.bennett@comcast.net. I appreciate anything you can send me.

[mbennett66]

Richard
I am very interested in anything you can share regarding your business case to move from IPCCExpress to Avaya. I am a telecom admin for a call center here in the US. We are looking at the options to replace our InterTel system and the two main choices are Cisco and Avaya. I have put the last few months into researching Cisco, but I have seen enough from the Avaya group in the past few weeks to warrant giving them a chance as well. my email is mbennett@als-xtn.com or micah.bennett@comcast.net. I appreciate anything you can send me.