I have seen the post from Cisco on real time call reporting for the Cisco UC500 Series. I have requested information from these vendors and have a demo of one, but they all seemed to be aimed at Call Accounting and Billing. I am looking for Real Time Call Reporting for a Call Center environment. I do not need to account for the amount of money spent, rather real time calls, call logging, etc.
Does anyone know of any that would fit this criteria?
The one I am currently demo'ing is VeraSMART, but they again are Call Reporting.
This is for several clients in need of this software for Cisco UC540/560.
I myself am still working on this, I am using the Call Accounting function in CCA and having the UC-560 generate CDR records and pushing them to an FTP server, so far I am able to get these records generated locally onto the flash card but still cannot get it to push it to an FTP server. On top of that I can only get it to generate the records every hour, I am still trying to work out how to get it near-real-time, which seems to be eluding me right now
Basically I have a friend and colleague who does work for me, generating a PEARL/CGI Web based GUI that will capture all the information reported in the CDR records and use it for all forms of reporting including basic Call Center "Boarding" functionality, the only other option is Cisco Contact Center Express, which at this stage is not really even an option given the costs and the ability to set it up on the UC-500 series.
VeraSMART seems to be the way to go from what I have read on it, but still have not found a local partner here in Australia that can demo it.
Can you please let me know how you go with VeraSMART, maybe even give a little review on it??
**When you rate a persons post, you are indicating a thank you or that it helped, but at the same time you are also helping to maintain the community spirit - You don't have to rate posts and you wont be looked down upon :) *
I have been working with a supplier I work with here in the UK. They are almost their with full call reporting etc. However also built into their application they have the ability for real time stats and wall board functionality on an LCD screen.
In response to VeraSMART's application, it works very well however, to mimic real time call reporting you must set a refresh through the web to refresh their App in addition to doing this on the backend. It works well for reporting call statistics after the month is over is you wish to bill, but it is not practical for a Call Center real time viewer.
Configure Multicast Paging on the Cisco IP Phone 7800 Series or 8800 Series Multiplatform Phone
The Cisco IP Phone 7800 and 8800 Series Multiplatform Phones provide voice communication over an Internet Protocol (IP) network...
Add Call Park on a Cisco 7800 or 8800 Series Multiplatform Phone Key Expansion Module
Call park allows the user of the phone to put an incoming call on hold so that the call can be retrieved on another phone. A call is park...