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New Member

Call queing without IPCC

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

  • Other Collaboration Voice and Video Subjects
6 REPLIES
Cisco Employee

Re: Call queing without IPCC

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

New Member

Re: Call queing without IPCC

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

New Member

Re: Call queing without IPCC

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

New Member

Re: Call queing without IPCC

Do you know of any articles that demonstrate how this can be acomplished?

Billy

New Member

Re: Call queing without IPCC

ARC Solutions (www.arcsolutions.com) offer ACD and Operator functionality that uses a call queuing facility.

We are verified on all CCM versions.

Thanks

New Member

Re: Call queing without IPCC

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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