500V2 or Server Edition

[mikedphones]

We have a client who is looking to manage upwards of 40 users in a call center type environment. With smaller groups, I have traditionally done a 500V2 with Advanced (in the 9.0 days) and CCR for agents. With 10, we are looking at IPOCC or perhaps a 3rd party reporting and metrics program (Datel - was mentioned and also records calls).

Probably 2 PRI or ample SIP instances, there will be a fair amount of transferring to outside numbers (meaning occupying 2 channels).

My concern is with the need to record all calls, we are looking at like a 40 port VM PRO. I have concerns about cost, functionality, growth, etc. Sounds to me like I should not be heading in the direction of a 500V2.

Does Server Edition make this all more feasible?

1. Max number of recording paths?
2. IPOCC or maybe Datel or some 3rd party product
3. Contact Recorder, or, again part of a 3rd party product.
4. Trisys records line side, but not sure if that's only analog or if it's even a consideration.

What is the right way to put the customer into a solution that will allows them to manage around 40 seats, utilize agent functionality, record, and also run stats on performance? If it's Server Edition, are those limits less restrictive than what I feel the 500V2's are?

Can someone give me a good sense of how I would lay this out? The configurator hasn't been a lot of help, but it's probably me.

Anny thoughts, greatly appreciated.

 

[Pepp77]

I would probably be looking at server edition with ACCS and maybe the new call recording option from oak called Clarity.

Just done the same with a 60 seat call centre.

| ACSS SME |

 

[mikedphones]

Thanks Pepp,

What release did you install it as?

Were you able to record 60 concurrent calls if needed (or at least 40 or so)? How did the licensing work for that?

Thanks

 

[janni78]

Both IPOCC and ACCS will give you one VM channel per agent for recording and Contact Recorder.
If Contact Recorder is enough for the customer is another question though.

You can record up to 350 concurrent calls with IPOCC and 500 with ACCS depending on hardware.
Call Recording Capacity Planning


"Trying is the first step to failure..." - Homer

 

[intrigrant]

If it is a real call ceter i would go for a Communications Manager system, IP Office is not mature enough for Call Centers and reporting has always been a pain in the *ss, customers always complain about incorrect reports and incorrect real time statistics.
ACM performs a lot better and has real skill based routing by default.

 

[Pepp77]

Janni, good point on the VM ports, we didn't use contact recorder due to PCI requirements, but if you are not PCI compliant then contact recorder would probably suffice.

We installed at 9.1.9 because the customer has over 200 5410 handsets they wanted to keep using, for the recording the oak can be set to record however many channels you want either line side or extension side, we just did a line side that covered the number of SIP trunks they have.



| ACSS SME |