Guys,
Looks like this question hasn't hit the forums for a while so I'd appreciate your input on this subject..
Before anyone says it, I don't currently have Symposium as an option <sniff>. Sometime in the future when the 'business case' is put forward maybe. As usual it's down to us boys to pull the rabbit out of the hat.
Anyway, we currently have a full VoIP solution consisting of 2 x CS1000S's, with several SBO's in our remote offices all running release 4.5
We are upgrading the system to a CS1000E which is in effect creating one system and hence I can only run one ACD monitoring server which in our case is a Datapulse LEDA server(ACD call monitoring & reporting tool). Please don't ask me why because I can't explain it either.
These LEDA servers currently run a program called Agent Viewer which provides real time indication of agent status (not ready, logged out, waiting etc) as well as the queue stats i.e. calls waiting, acd calls, ext. calls etc but are limited to displaying five queues.
The various ACD queue managers in the remote offices all use VNC viewer on this server and at a glance see what their agents are up to.
I was wondering if there is some other way that I can get the agent and queue status to these managers out in the remote offices.
I thought about giving them i2004 sets with expansion modules and setting them up as a supervisor phone, but I'm not sure you can do this with a i2004 ? Anyone tried it ?
Somewhere back in the forum there is something called a 'Supervisor terminal' mention that hangs off a tty port. Has anyone any information on how to set this up ? What it does etc.
Any ideas are appreciated, even if I have to buy a small off the shelf solution, but have no idea where to start.
Many thanks.
Richard
Looks like this question hasn't hit the forums for a while so I'd appreciate your input on this subject..
Before anyone says it, I don't currently have Symposium as an option <sniff>. Sometime in the future when the 'business case' is put forward maybe. As usual it's down to us boys to pull the rabbit out of the hat.
Anyway, we currently have a full VoIP solution consisting of 2 x CS1000S's, with several SBO's in our remote offices all running release 4.5
We are upgrading the system to a CS1000E which is in effect creating one system and hence I can only run one ACD monitoring server which in our case is a Datapulse LEDA server(ACD call monitoring & reporting tool). Please don't ask me why because I can't explain it either.
These LEDA servers currently run a program called Agent Viewer which provides real time indication of agent status (not ready, logged out, waiting etc) as well as the queue stats i.e. calls waiting, acd calls, ext. calls etc but are limited to displaying five queues.
The various ACD queue managers in the remote offices all use VNC viewer on this server and at a glance see what their agents are up to.
I was wondering if there is some other way that I can get the agent and queue status to these managers out in the remote offices.
I thought about giving them i2004 sets with expansion modules and setting them up as a supervisor phone, but I'm not sure you can do this with a i2004 ? Anyone tried it ?
Somewhere back in the forum there is something called a 'Supervisor terminal' mention that hangs off a tty port. Has anyone any information on how to set this up ? What it does etc.
Any ideas are appreciated, even if I have to buy a small off the shelf solution, but have no idea where to start.
Many thanks.
Richard