Simple helpdesk setup

[egain.com]

Hi

I want to setup helpdesk for about 15 agents sitting across two different location. And want ability to 'log in' the queue so that incoming calls can be hunted to those available agents.

Please suggest what at the minimum i should have. Please also suggest any good urls that may give better understanding to me.

thanks

regards

Rakesh

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[ciscogini]

If you already have Call Manager then IPCC Express is your best bet

http://www.cisco.com/en/US/products/sw/custcosw/ps1846/index.html

http://www.cisco.com/en/US/products/sw/voicesw/ps556/index.html

[egain.com]

Thanks for the reply.

No, i donot have CCM .. i am thinkning of setting up solution with 2821 router with CCME and unity . I want to ensure that

-with new release of CCME, will i have capability of defining queue and agents can log in / logout.

- what are the option to connect with pstn? (want 1-800 number to map with help desk incoming line)

regards

RAkesh

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[Chris Deren]

CME 3.3 has ACD functinallity, check out:

http://www.cisco.com/univercd/cc/td/doc/product/voice/its/cmetcl21/index.htm

Also, for all CME techincal documentation:

http://www.cisco.com/en/US/products/sw/voicesw/ps4625/products_documentation_roadmap09186a0080189132.html

Chris