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Design Guides for IP Contact Center

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...



Re: Design Guides for IP Contact Center

Yea, Cisco publishes some really good design guides.  Look for the Solution Reference Network Designs (SRND)...

Contact Center Express:

Contact Center Enterprise: