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Anyone familiar with how ShoreTel phone systems integrate with third party real-time contact center solutions? CTI link?

Will all phones connected to the BCM have call data collected from them? No licensing needed?

Thanks for the info. Would an single Activity Reporter keycode need to be purchased for the BCM and then licenses for each phone/station that will be reported on? Not sure how the licensing works for apps that are embedded in the phone system.

Great, thanks. What reports does Basic have on it? (incoming calls, call distribution by hour, extension detail, etc??) If Basic doesn't have what I need, would you recommend using Standard? Is it a good application?

So Basic doesn't require a keycode or licensing that you know of?

Anyone know about a new release of BCM having call accounting embedded? I heard from another telecom guy that a new release of BCM (not sure if it was 50, 200, or 400) came out in April and it has call accounting on it. Looked on the Nortel site but couldn't find any recent info. If you have...

no users out there?

Anyone use or familiar with these companies and their contact center solutions? Seem like good products but have not found many people that actually use them. If you do, opinions? pros/cons?

Are you familiar with Customer Interaction Express and/or Contact Center Express, aarenot? Might be going with Avaya Communication Manager and these two apps seem to be the closest to what we need. I hear CIE is used more in Europe right now. Opinions on these two? Customers happy with them?

Thanks for the suggestions aarenot, I'll look into those systems/apps

20 agents 2 supervisors 5 incoming lines 5 hunt groups (number of agents in groups varies between 2 and 10) features looking for are real-time agent status and calls in queue. real-time and historical reporting. alarms and alerts for service level thresholds. For now just worried about single...

Thanks, I didn't know they had that feature on the site.

Anyone know the base price/price per license for Intelligent Contact Center and Reporting for Call Center on the BCM?

Anyone know pricing info for Intelligent Contact Center and Reporting for Call Center? Per agent/skillset or anything you know would be helpful.

Great, thanks for the info

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I can't find info on Reporting for Call Center on Nortel's site... anyone have a link to more info?

So is there much point in getting ICC and Reporting for Call Center? It seems like from what you are telling me that Reporting for Call Center will give me historical and real-time reports, as well as monitor agent status/queue status/etc. Those are the things that I need and would rather just...

Thanks, very helpful!

So Reporting for Call Center will show this data in a live state (i.e. in a table or graphical form), not just in a report that you have to run?