ACD softphone options and feedback with vMCD

[bribob]

vMCD r6.0
MAS r5
Prairiefyre r6

I am being asked to design and implement a softphone solution for a fairly busy call center. I do not know the current license availability on the systems but let's assume that I have the necessary licensing.

The environment is currently running 5340’s with alerts for various queues and coverage via agent skills based routing.

Assuming they have (or will have) the appropriate licensing, what softphone would you choose consider that the user may need to be implemented in a remote location via the MBG or a VPN
[ul]
[li]Prairiefyre’s Softphone Client[/li]
[li]UCA softphone[/li]
[li]Generic Softphone[/li]
[li]Other?[/li]
[/ul]
I’m breaking new ground here and am looking for any suggestions or feedback from experience on successful and/or failed solutions.

 

[AlphaMann]

It all depends on cost and what type of agent you use.
If you use traditional then you can use the UCA softphone, UCA does not support hot desking as of yet. This is also probably more cost effective than the PF one.
I haven't used the PF one much but it has more options for additional add-ons through the PF Software. Call logging, pop-ups and integration with CRM are just some of the potential things that you can do (Of course all with a price tag attached).
Not too sure about available generic softphones for the MCD and I don't think that it would have the key and options support that you would be looking for anyway.

Another question is why PF6? 7 is out.

 

[LoopyLou]

Are you talking about using the softphone exclusively i.e with no desk phone. If the UCA doesn't support hotdesking then using if you have hotdesk ACD agents you can eliminate the UCA softphones. If you are only deploying soft phones for ACD you might want to go with the PF soft phone as it might work with a Call Center best.

An apple a day keeps the doctor away. Anyone else and you need to throw it harder.