We have a call center environment, which has around 100 users,we are cuurently using Cisco Call manager version 4.0 (Windows based.However we would like increase the user count in the near future,Moreover we want to monitor
Agent status ?
measure the percentage of calls abandoned?
Average time to pickup a phone?
Longest wait time?
Current call Queue status ?
My question is, do i need to purchase IPCC ?or can we just upgrade the call Manager?
To get those monitor statistics you will need to purchase IPCC (Express or Enterprise). In the case that you want to monitor the 100 users, they would be all agents and use the agent application. If someone that you want to monitor is put of IPCC you can not get all the statistics that you have said in your question.
Depending on your needs you can purcahse IPCC Express or Enterpise.
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The short answer is that you don't.... That isn't entirely true while at
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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 ...