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We looked at ISI and they had awful reporting. If you need just basic reporting this might work, but we needed some pretty deep access to the data.

This is the second post I have seen where Nice and Verint are the only two service providers mentioned. I would go with SmartRecord. The overhead is much lower...that is if all you try from above doesn't work.

My vote is for shoretel. I appreciate you say the smaller dealer sells it, but for me it was about compatibility. Mitel is difficult to integrate with any outside apps.

one other thought...have the caller try a toll free number terminating at the same location. That would hit the 5E first too and then maybe you can determine if that is the issue.

If he can get through on a cell phone but not his home line it sounds like an issue with the 5ESS. Also, I assumed that you checked all of the restrictions within the switch (like area code blocks, etc). I am with you though, sounds like a switch issue on the supplier end.

You should try Craigslist. It sounds silly, but I was able to find some free gear on there from some consultant in my area that he was just looking to offload. Best of luck!

You could also try Proteus call accounting. We reused our some of the hardware that we already had to get up and running and that made the total cost of the solution next to nothing.

You could also try Proteus. We have used it for years and love it. It is very reasonably priced too.

Another good option is SmartRecord (and they are much cheaper than NICE...and better support).