sundance-communications.com/forum Forums TDM Business Telephone Systems Nortel Telephones & Systems Reporting for Call Center

Have a customer with a MICS that needs to be able to run call-center reports. They would need to replace their Flash with a Call Pilot. I'm assuming they would need "Reporting for Call Center" as well.

I've never setup (nor seen) RCC. I've searched the Nortel forum and what I've seen scares me. Is it a stable program? Is there a 3rd party application that would be better?

Thanks,
Larry

Larry,
The CP is a good product. I've never installed the RCC. From what I've heard it's quirky. I've heard stats sometimes don't add up.

Hey Guys.

I have never used this 3rd party reporting software, but I just ordered it. It is the only real alternative I found to RCC. I will post once I get it installed and test it out.

https://www.telecost.com/shadow.htm

https://www.telecost.com/revcall_web.htm

Stephen

Those won't work for his application Stephen. What you have shown is a call accounting programming. It will not show call center wait times, agent status, calls in queue, etc.


The CC reporter is flakier than Grandma's best bisquits.

I have installed 3 RCC's and yes, I did have alot of problems at first, but they all have been fixed. If you asked this question 2 years ago, I would say don't do it. As long as you have Nortel support, I would say yes and do it.

I've tried to install it once and even with Nortel support I couldn't make it work. I have to admit it was only Tear I support but I gave up and tell customer to forget about it cause it takes to many days before you go from one tear to another.

Thanks guys.

On another note...Does anyone know of a call accounting package that will display the amount of time a call is on hold? I see the SMDR6 will send this information when programmed for "Norstar Format."