I'm trying to develop an ICM/IP-IVR application to hold an inbound callers place in line and then use the outbound option dialer to call them back when it's their time, so they won't have to sit on hold. Has anyone done this before?
I resell a product that performs the CTI functions and provides web services to support a CVP application that will perform the virtual hold tasks. The product markets for far less than a Virtual Hold type system and is simply an application on your IVR. We have also heard that some call back functionality is coming in the next version of CVP. I would be happy to work with you to help you understand that will be coming, how we can help you implement it, and if there are other functions where we could help manage your call queues.
QueueBuster receives Cisco’s Technology Development Program Certification
Thursday, July 03, 2008
Netcall the leading provider of automated call back solutions has today announced that its latest version of QueueBuster has received the Cisco Technology Development Programaccreditation.QueueBuster gives customers an alternative to queuing. They simply leave their details and hang up. QueueBuster does the rest, patiently holding for an available agent and only then automatically calling the customer back.
The Cisco Technology Developer Program members offer complementary and compatible technologies that help Cisco and their Program Members continuously expand the solution offerings to customers of all sizes. The program ensures that members’ products and technologies have verified interoperability, adhere to strict standards, and offer exciting new capabilities for Cisco joint customers. It ensures that members hold leadership positions in their particular market segments. Members’ products showcase the innovations made possible through collaboration with Cisco.
As a result of Cisco’s technology partnerships, customers can:
Comprehensively deploy new applications and products
Install new products with verified interoperability
Make the most of their investments in Cisco network infrastructure
Increase network application flexibility and choice
Cisco and program members work together to ensure that customers receive consistent levels of service and support for interoperable applications. Both groups have direct access to each organization’s technical support facilities to provide timely and satisfactory call resolution.
Netcall has a number of large organisations that have benefited from the interoperability of the program.Deployment of the application at the ICM level enables multiple call centre sites to take advantage of QueueBuster with simple scripting delivering key benefits without the need for on-site hardware.
Richard Farrell, CTO of Netcall commented; "Being part of the Cisco program will help us build our business by serving customers more efficiently and effectively, Building on Cisco resources and working more closely with the company to deliver compliance-tested solutions to the market, we are able to reduce network complexity, improve security and reliability, and speed time to deployment so businesses can quickly realise a benefit to their bottom line."
IntroductionCUCM Routing RulesDial String implementation PolicyCUCM Routing LogicSIP URI Call Routing Analysis+++ Case Study: 1 ++++++ Case Study: 2 +++Conclusion
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