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New Member

call center solution

Dear friends

my current setup includes

CUCM 6.1.3 (2 Nos) + Unity 5.0     ==> production

in store i am having CCX/ IVR - 5 seat license & not sure i thnk media also. i need to implement a full fledge call center solution .. and the features asked are below .. can you please guide me what all modules i need for the same... and bit about licensing also ... if possible can you please write in front of each featured required, which module will be used .. and the licensing type also ..

Features required are  :


Welcome   annoncement from Interactive Voice Response   or pre answer message
Automatic recall activation   of hang up calls
Strategic definition for   overflow by DID
Opening planning and personalised public holiday by DID
Call queuing
Distribution of incoming   calls by agent skill group
Call recording per campaign
Management of sound files and   record conversations
Administrator of file : play   sound file , sound recording file, ivr.
Manual calls
Voicemail
Closing hours message
Automatic transfer of calls to   other DID in case agents are not logged in
Definition of agent skill   group by did
IVR
Personnalised voice messages by DID number
Automatic call back parameters   of lost calls
Incoming calls routing by   competence and by agent profile
Processing overflow by   automatic call back, voicemail transfer or   IVR
Agents profile allocation
Allocation of agent   competencies
Define agent groups
Distribution of inbound calls   on competent agent
Rights management on agent or   agent group
Caller's call history display
Call Back management with   fixed time and date
Call waiting with personalized   music per campaign
Caller's line identification
Call qualification
Personalised pause status   qualification
Call Transfer with conference
Call transfer direct
On-wait call visualisation
Call recording
Online fax,e-mail and sms   sending
Inter-agent call transfer
Access to agent status (On   call, on wait, on input or on break)
Access to call file status
Control panel for all ACD   queue
Unified supervision screen
Call recording for quality   revision
Voice interaction with   supervisor
Call back quotas parameter by   time and date
Production statistics per   campaign and agent
Remote supervision by phone   using access code
Local supervision
Supervision on group of   agents, per campaign and interaction type (inbound,outbound,email etc)
Display by   site,supervisor,queue,campaign,agent and media
Multiple window supervision   screen
Alert management on   supervision data
Graphic display (histograms -   sectors)
Voice messages and recorded   conversations management (built-in player)
List of conversation per agent   and campaigns
supervision of customer   traffic on IVRS
Manual calls
Call qualification   distribution per agent
Qualifications per agent
Lost call rate
Average speed of answer
QS
Calls qualification
Qualifications per agent
Agents   overview
Agents overview by date
State distribution of agents
Distribution of breaks by   agent
Production per agent
Extraction in   pdf and excel format

Thanks for the time and help .. happiness always

2 REPLIES

call center solution

Hi Jitendra,

Please use the below link and validate against it. If you have got this UCCX\IVR along with CUCM than its a Enhance License.

http://www.cisco.com/en/US/prod/collateral/voicesw/custcosw/ps5693/ps1846/data_sheet_c78-629807.html

Hope it helps,

Anand

New Member

call center solution

thanks for the quick reply .. but can you please .. if by any chance you came across those features do a quick validation as i need to submit a report .. if this is possible .. and not then with what modules and licesing it is possible .. do i need some other servers.. or with the same server but with some modules this is posssible

please advice

thanks . happiness always

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