Design Guides for IP Contact Center

Unanswered Question

Anyone know of any "Design Guides" for Cisco's IP Contact Center Product? I'm looking for General Questions to be asked when attempting to design a Contact Center Solution based on Cisco's IPCC product. For example:

Average Call Volume per Day/Month/Year?

Number of Agents?

Call Recording Requirements - All Calls, On Demand, etc.? Retention period for recorded calls?


Anyone have any ideas? I'm going to be bringing our solutions partner in to assist with this. But I wanted to get a leg up on collecting the information I need before I meet with them.


We have an existing IPCC environment with a couple of very small centers (8-10 agents in one call center and two in the other, both low call volume). I haved a customer who wants to buy into the system, and they field close to 40K calls a month, have a need for 25 agents, and require that every call be recorded and retained for some period of time.


Appreciate anything that any of you can share.


Thanks in Advance...


Chris

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thomascollins Wed, 09/15/2010 - 19:52
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Yea, Cisco publishes some really good design guides.  Look for the Solution Reference Network Designs (SRND)...


Contact Center Express: http://www.cisco.com/en/US/products/sw/custcosw/ps1846/products_implementation_design_guides_list.html


Contact Center Enterprise: http://www.cisco.com/en/US/products/sw/custcosw/ps1844/products_implementation_design_guides_list.html

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