04-15-2003 12:35 PM - edited 03-12-2019 11:29 PM
Is there a way to que calles without using IPCC? Everything I find on the cisco site dealing with call queing seems to point back to IPCC. Any help would be great.
Thanks,
Billy Dodson
Permian Micro Mart
04-15-2003 12:56 PM
Hello Billy,
The Cisco CRA/CRS (Customer Response Application) provides intelligent call queuing capabilities via IP-ICD (IP Integrated Contact Distribution) packages for small to medium call centers.
http://www.cisco.com/en/US/partner/products/sw/custcosw/ps1846/ps4918/index.html
http://www.cisco.com/univercd/cc/td/doc/product/voice/sw_ap_to/
-ben
04-15-2003 02:04 PM
Thanks for your reply. I know that ICD is very costly, is there not a cheaper solution for a very small call center? I appreciate your help
Billy
04-15-2003 02:19 PM
If you have a unity server you could do some configuration on that to setup call handlers to do basic call que management
HTH
David
04-16-2003 05:49 AM
Do you know of any articles that demonstrate how this can be acomplished?
Billy
04-17-2003 04:24 AM
ARC Solutions (www.arcsolutions.com) offer ACD and Operator functionality that uses a call queuing facility.
We are verified on all CCM versions.
Thanks
04-17-2003 01:50 PM
I just use web attendant; when you want an agent to take calls just have them open the attendant console. Works like a champ. You can even base which agent takes the next call by the longest idle time. If you need help setting it up just let me know.
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