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Avaya Control Manager Thoughts???
- Thread starter Johnny303
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Well, there's a lot of overlap with System Manager on the surface. I'm not heavy into the call center stuff, but that's where it generally shines - things like vector editing and changing variables if that's stuff your call center does on a regular basis .
I don't have much to say about it beyond it being a tool for specific jobs. I don't know everything it can do, and I certainly don't know enough to have an opinion on whether your particular use case would benefit from it. If you happen to need those jobs being done and your users like it, then have at it!
I don't have much to say about it beyond it being a tool for specific jobs. I don't know everything it can do, and I certainly don't know enough to have an opinion on whether your particular use case would benefit from it. If you happen to need those jobs being done and your users like it, then have at it!
jimbojimbo
Vendor
The good, the bad, and the ugly....
Very heavy product. Can do a lot but requires significant training. We've had customers put it in and use it and we've had customers put it in only to pull it back out.
What are you trying to accomplish that you can't today via System Manager, Communication Manager and Call Management System?
Opening up vector programming to the average call center supervisor is something I wouldn't want to allow.
Where are you going? Is one-X Agent going to continue to be the desktop application or is something like Oceana on the horizon? Make sure it will do what you want in the future.
If you do implement it DO NOT allow the onboard database to be used (All-in-one. Turn up an new standalone database instance (Dual Host). Transactions are immense with Control Manager so transaction based HA can be an issue. This can significantly impact the performance of an existing database.
Get with your Microsoft licensing guru and figure out what the database cost with HA will cost you. Avaya documentation indicates 8 CPU for the database server.
If you do not have exceptional in-house MSSQL expertise I suggest you contract out to someone. MSSQL Failover is an art.
Very heavy product. Can do a lot but requires significant training. We've had customers put it in and use it and we've had customers put it in only to pull it back out.
What are you trying to accomplish that you can't today via System Manager, Communication Manager and Call Management System?
Opening up vector programming to the average call center supervisor is something I wouldn't want to allow.
Where are you going? Is one-X Agent going to continue to be the desktop application or is something like Oceana on the horizon? Make sure it will do what you want in the future.
If you do implement it DO NOT allow the onboard database to be used (All-in-one. Turn up an new standalone database instance (Dual Host). Transactions are immense with Control Manager so transaction based HA can be an issue. This can significantly impact the performance of an existing database.
Get with your Microsoft licensing guru and figure out what the database cost with HA will cost you. Avaya documentation indicates 8 CPU for the database server.
If you do not have exceptional in-house MSSQL expertise I suggest you contract out to someone. MSSQL Failover is an art.
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