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rif
New Member

No more hardphones, just softphones

Dear All

I like 2 know if any body has install Cisco softphone in a call centre with about 50 + agents, and if so what type of ADC or Call Centre software did u uses 2 manage it? Also has any body played with Cisco IP ICD product?

Thanks Rif

4 REPLIES
New Member

Re: No more hardphones, just softphones

Am in the process of designing a few! The high-end would be Cisco IPCC but there are some low-end offerings from AVVID partners. I'll send you a email.

rif
New Member

Re: No more hardphones, just softphones

Have u used Cisco IP ICD? and what problems or recommendation would u have for installing a SoftPhones only phone system?

Rif

Cisco Employee

Re: No more hardphones, just softphones

I have implemented Cisco IP ICD for a production call center environment, and it worked very well in that installation. However I have not been involved as an administrator in other call center installations, so I had little to compare it to.

Note that agents using the Cisco IP SoftPhone as their phone works fine, with a couple caveats... don't have shared line appearances with hardware phones, the agent's SoftPhone ICD extension line must be onhook to go into Available state, etc.

Silver

Re: No more hardphones, just softphones

Hi Rif,

You might want to contact Infostream (web: www.infostream.ca, phone: (800) 304-1160) for assistance in setting up a softphone environment. They are very experienced in networking issues, and have experience in an all-softphone environment as well.

-Aaron

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