We have a call center environment, which has around 100 users,we are cuurently using Cisco Call manager version 4.0 (Windows based.However we would like increase the user count in the near future,Moreover we want to monitor
Agent status ?
measure the percentage of calls abandoned?
Average time to pickup a phone?
Longest wait time?
Current call Queue status ?
My question is, do i need to purchase IPCC ?or can we just upgrade the call Manager?
Please provide your valuable inputs.