I am trying to put together a budget for a small ipcc sytem for a I.T helpdesk enviroment. I am familiar with Callmanger but not IPCC. If i were to create a system for a IT helpdesk with 5 agents that could expand to 50 at a later date what hardware/software should i consider? any help appreciated.
The software version of IPCC will depend on what version of Call Manager you currently have deployed. As far as hardware if you want to expand to 50 agents I would consider the MCS 7835. This platform will allow you to have 75 concurrent agents.
Thanks for your reply. I was under the impression ipcc had to run on its own server. So if i understand it right if i have an existing site running callmanger for normal telephone services i can run ipcc on the same server. Do i use unity to get voice prompts?
You can install IPCC Express on CCM server, but this is only recommanded for very small call center deployments. As recommanded I would go with the dedicated server and procure IPCC Express.
You can record voicemail prompts by either using Unity, MS Sound Recorder, any other third party tool, or build an IPCC script for that. When you install IPCC you select which codec you want to install it with, so be carful when you install with G.729, you will need to convert the .wav files to that codec. The easiest way is to do it via CCM.
These are the paths to get to each CCX logs through CLI. They may be helpful if you are having issues accessing RTMT or downloading logs through it.
If you want to download them you have to prefix "file get " and you can add one of the options (re...