IPCC Enterprise - Multiple Call Center Possible- Question

Unanswered Question
May 27th, 2009

Hello All,

We have a customer whome we sold IPCC Enterprise. I am detailing down the list of hardware we sold to them.

1. Duplex - Rogger

2. Duplex - PG's

3. Duplex AW / HDS / Webview

4. CVP - Call Studio

5. CVP - VXML / Media Server CallServer - Redunadant.

6. Ops console

7. Redundant GW's GK's

8. CCM - PUB/2 Sub's

All the servers are MCS 7845's and few of them 7835's

Its just 40 seat call center, we have implemented the solution and its working fine with one call flow / Call types/ Skill Groups / Teams/ Agents. And to view the reports customer uses the web view URL with the instance name which we created say http://XX.XX.XX.XX/ipcc

where ipcc is instance name

Customer wants to know if they want to lend call center services to one of thr partners and would like this solution to cater the needs, that call center is also small it has 25 agents. But customer wants every thing from administration/monitoring prespective to be different for each instance. For e.g if supervisor of new department/company wants to see the reports of his team, he should have saperate access to the webview for e.g http://XX.XX.XX.XX/CCPI

and they shouldnt see each other teams/agents and all.

So want to understand if this is possible and if yes what all we need to create? like Instance/Call types / call Clow/ Skill Groups/Targets / Teams/Agents??

Please anyone can address this. I want to understand the capability of the product first.

  • 1
  • 2
  • 3
  • 4
  • 5
Overall Rating: 0 (0 ratings)


This Discussion