I am looking at building a contact centre for an IT user support business.
The customer wants to be able to report on how many calls a certain customer has made, average call duration and all other details on an individual customer basis.
I have thought about giving each customer a PIN number then get them to enter that when they call the script. Then log this along with other details into a separate database and run my own reports on that
Has anyone else done anything similar? As I see that running queries against my database for the customer number and against the Cisco database for call times, durations etc might get messy
Yes, We have done this. We use acc# and update a record via IP-IVR in our CRM database each time a customer calls in, and then when we release the customer they are sent back to the IP-IVR to update the "customer experience" fields (Q-time, delivered agent, # of xfers, etc.) We have had greate success with this, however there is one cotcha. Upon database connect failure events, you must release the caller back into a Q and deliver the call normally to an agent. IP-IVR has gotten a lot better about keeping its DB Connections clean but there are some instances when they can lock up and a engine restart is in order.
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The short answer is that you don't.... That isn't entirely true while at
the same time it kind of is, but for the most part you don't configure
the softkeys. You enable or disable them via TCL. Here is the long
answer. Be sure to read the whole thing or e...
Topology: IP Phone > Switches > Microsoft NPS setup to forward 802.1x
proxy to > ISE 2.1 patch 3 Authentication: EAP-TLS using Cisco MIC SANs
Phone Models 802.1X support? 802.1x flavor Addtl Comment EAP-MD5 EAP-TLS
Cisco 3905 Y Y N Cisco 6911 Y Y N Cisco ...