Solved: IP IVR and Wallboards

pcromwell · ‎04-13-2010

I have a customer who doesn't need all the UCCX functions, such as outbound dialling but does need an Auto attendant functionality with a wallboard giving real time stats, against who is on phone and what is queued etc. In CUCM features and services it mentions CRS and Auto attendant.

But doesn't go into much detail. Does anyone know of a solution for this without having UCCX implementation. Reports is also a requirment

Aaron Harrison · ‎04-13-2010

Hi

If you need queueing, and you need concise reporting, you're tied in to getting UCCX really (or a competitor product if you feel adventurous).

Unfortunately wallboards are separate (there's not one built in) but there are some free ones available out there - even on this forum:

https://supportforums.cisco.com/search.jspa?resultTypes=&dateRange=all&peopleEnabled=true&q=freeofcharge+wallboard&containerType=&container=&containerName=&username=&rankBy=20&numResults=15

Regards

Aaron

Aaron Please remember to rate helpful posts to identify useful responses, and mark 'Answered' if appropriate!

View solution in original post

geoff · ‎04-13-2010

If you are wanting to queue the call and deliver it to logged-in agents, you only have two choices - UCCX or UCCE. With UCCE you have two choices with the queuing platform - IPIVR or CVP. Since you don't want UCCX (probably for price reasons) you won't be able to afford UCCE.

You can cobble together solutions using hunt groups and Unity call handlers, but these won't really queue a call, and reporting would be hopeless. There is also the ability to do this with B-ACD on tge gateway, but no reporting.

Look again at UCCX features. The pricing is agent sensitive - if you have a just very small number of concurrently logged in agents, it may be within budget.

Regards,

Geoff

View solution in original post

Jonathan Schulenberg · ‎04-13-2010

The UCM documentation you are reading is referring to CCX. The IP IVR product has no ability to queue calls or have agents.

Solution Reference Network Design for Cisco Unified CCX and Cisco Unified IP IVR, Release 8.0

View solution in original post

Aaron Harrison · ‎04-13-2010

Hi

If you need queueing, and you need concise reporting, you're tied in to getting UCCX really (or a competitor product if you feel adventurous).

Unfortunately wallboards are separate (there's not one built in) but there are some free ones available out there - even on this forum:

https://supportforums.cisco.com/search.jspa?resultTypes=&dateRange=all&peopleEnabled=true&q=freeofcharge+wallboard&containerType=&container=&containerName=&username=&rankBy=20&numResults=15

Regards

Aaron

Aaron Please remember to rate helpful posts to identify useful responses, and mark 'Answered' if appropriate!

geoff · ‎04-13-2010

If you are wanting to queue the call and deliver it to logged-in agents, you only have two choices - UCCX or UCCE. With UCCE you have two choices with the queuing platform - IPIVR or CVP. Since you don't want UCCX (probably for price reasons) you won't be able to afford UCCE.

You can cobble together solutions using hunt groups and Unity call handlers, but these won't really queue a call, and reporting would be hopeless. There is also the ability to do this with B-ACD on tge gateway, but no reporting.

Look again at UCCX features. The pricing is agent sensitive - if you have a just very small number of concurrently logged in agents, it may be within budget.

Regards,

Geoff

Jonathan Schulenberg · ‎04-13-2010

The UCM documentation you are reading is referring to CCX. The IP IVR product has no ability to queue calls or have agents.

Solution Reference Network Design for Cisco Unified CCX and Cisco Unified IP IVR, Release 8.0

pcromwell · ‎04-13-2010

Many thanks everyone, for your feedback, I feared as much.

Aaron Harrison · ‎04-13-2010

Hi

Be aware there are a few different versions of UCCX - the prices vary quite a lot based on the standard/enhanced/premium version you go for.

Premium adds some of the things you said you aren't interested in (outbound, agent email etc), so you can probably get away with Enhanced - but really check the requirements carefully. You lose a good number of advanced features such as db integration and so on.

If you drop another level to Standard, you lose even more - including loss of Agent Desktop in favour of IPPA. Tricky to recommend that in most cases...

http://www.cisco.com/en/US/prod/collateral/voicesw/custcosw/ps5693/ps1846/data_sheet_c78-483369.html

Regards

Aaron

Aaron Please remember to rate helpful posts to identify useful responses, and mark 'Answered' if appropriate!