12-15-2007 10:12 PM - edited 03-21-2019 12:53 AM
Hi,
I have a potential customer who is setting up a small helpdesk. I have questions along those lines.
With the UC500, can you setup escalations so that if someone has been onhold for a certain amount of time an alert can be sent or another line rung?
Is there a way to monitor queues?
Is there a way to generate reports for # of calls, who has received calls, time on the calls and so on?
Thanks!
Matt
Solved! Go to Solution.
02-21-2008 08:33 PM
12-21-2007 11:15 AM
Matt,
These functions are generally associated with call center software and are not built-in to the UC500. One option is to integrate the UC500 with Unified Contact Center Express. Take a look at the following link.
http://www.cisco.com/en/US/docs/video/cuva/2_0/english/adminstration/guide/vover.html
Hope this helps. If so, please rate the post.
Brandon
01-17-2008 04:01 PM
CallManager Express on the Uc500 has a Basic-ACD(B-ACD) service that does support queing and works in conjunction with huntgroups. While I do not know of a way to provide escalation with this product it does give limited Que and Agent stats.
02-20-2008 05:34 AM
02-21-2008 08:31 PM
Hi,
Thanks for posting this, but it expired. Can you post again or send to me directly?
Thanks!
Matt
02-21-2008 08:33 PM
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