sundance-communications.com Forums Telephony Discussion Phone & VoIP Systems Avaya - Lucent Telephones & Systems IP Office Contact Center

Has anyone installed one? And if so what's needed.

Thanks

Ken

IPOCC runs on a Windows Server OS.
If you purchase Avaya's IPOCC appliance, it comes with Server 2012 R2, installed and licensed.
If you install the Virtual, it is Server 2012 R2, but with no Windows licensing included.

When you order the Base license (1 for IP500, 1 for Server Edition and a different for server edition select) you get an IP Endpoint license, which is the connection to the IPOCC Server, as well as a CTI Link license for the call control.

Then, you license:
Voice Agents
Supervisors (can be voice & Multichannel agent too)
Multichannel agents

If i am doing both voice and multichannel duties, i need both.

(Multichannel on IPOCC is referred to as, Web Chat and Email)

if you are looking to partner up with someone to implement IPOCC, there are 2 partners i would recommend, one in NY and one in Chicago. They have good implementations and have the technical staff to get it implemented correctly the first time.

Mongo, thanks very much.
That might be out of the customers budget for a 5 to 10 seat call center.

Any other ideas

Thanks

Ken

Preferred edition can have call queuing with estimated wait time. Works well. Not exactly sure what IPOCC would add. If they want call accounting, Xima Software gives you very detailed stats.

I would second the Xima thing. 14 day trial. Gives good info for under $1000.

IPO Can do queuing with announcements. As Astro said, with voicemail pro you can do position in queue and estimated hold time as well.

What is the customer looking for?

Mongo, the only thing I found that I don't like is that if an agent forgets to log out and walks away from their desk, when a call is presented to them, it will ring them indefinitely until another agent is available. So sometimes it rings a phone that is accidently logged in for 3 minutes or so until someone else is free. Ideally, I think it should log the user out if their phone rings for longer than the no answer time.

I tried a few different settings but it didn't seem to change anyhthing.

Thanks very much both of you.
What the end user wants is :
1 reports
2 recordings
3. Queuing
4. Loggin, loggout.

They will have VM Pro, preferred edition, all 1416 sets

Again, thanks very much

Ken

There is programming in IPO, to log the agent out, after XX time if they do not answer.



Xima, with IPO's ACD routing would work.
Also, Datel has a nice package.
If you need some live time stats, BBX Vuesion is good as well.

All Are DevConnects as well

I've changed the status on no answer settings in Telephony/Supervisor, but it seems to make no difference. Is that the area you're talking about?