I work on CUCM 4- 6.X but been asked to look in to a possible IPCC express solution. I also worked on Nortel Symposium SC200 - larger solution as opposed to their express version and have written the Call Centre scripts
Our possible Call Centre is based upon an Internal service desk, HR, Building Services etc with different requirements in their Q`s not a Credit Card company or Health type one, number of seats 100 tops
How does the express version compare to the full blown IPCC- in Nortel you are limited to what you can do in their express as tee scripts are all predetermined- how flexible is Cisco Express to the full one
Is there any major difference in feature set between the Express and IPCC
Can you create the same type of scripts in Express as in IPCC or are there limitations based upon our type of call centre as above
In Symposium you create a many scripts for routing but for reporting point of view you have a final basic script which just states "route to skill xxxx" This is so that when the supervisor runs reports on avg, time to answer etc the script does not have press1, press2 type delays where the caller may delay keying in the digit so altering the time to answer- Can you, do you create sub-scripts in IPCC Express for the same reason
I`m thinking on going on the deployment course- is it worth it and also are any cisco or any other documents I can down load with script examples
IPCC Enterprise (as opposed to IPCC Express) ofers two, related advantages. First, it allows integration with non-Cisco CUCM voice systems (i.e. traditional PBX's). Second, it allows distribution and call-specific information to be tranferred from one voice network (such as Cisco CUCM) to another (such as a Nortel or Avaya). The only reason to use IPCC Enterprise if you are using CUCM is if you have multiple clusters and need to transfer calls and data between the clusters.
On the flip side, IPCC express is easier to manage and cheaper. It can be run on a single server. The scripts are the same; the only difference is that the Enterprise Data Fields, which is what is used to transerred data between voice networks, are not available on IPCCX scripts.
IPCC Express, like IPCC Enterprise, has skill-based routing, multiple queues, database lookups, and screen pops with application integration(if you get the right flavor of IPCCX).
As for queue timers, the reporting only records time in queue and the call is not placed in queue until all the user input and selection is done. You can create multiple scripts and embed script with other scripts, but it is not necessary.