BCM 400 CALL CENTRE

[SNSSMIS]

Does anyone out there have a good power point presentation that shows BCM400 Call Centre with all the bells and whisles.
Our Water Billing Department that desperatly could use call distribution, IVR, Screen Pops, call monitoring, and especially reporting.
Our vendor told us that there are too many problems with the BCM400 call centre to implement.
Any good news appreciated. We have 128 digital phones, 1 PRI.
I would like to present the call centre to the water billing department if it will work.
Only 4 agents in the water department and 23 possible calls coming in.
Thanks
Duane
Senior Network Support Specialist
Management Information Services

 

[endlesswinter]

No power point here. I'd get a quote from another vendor who has sucessfully installed the call canter.

 

[SNSSMIS]

Do you have the Call Centre installed in your company? Do you know of any success? I have heard nothing but negative from a few other companies. Call reporting being the largest issue.
I have experience with Mitel, Nitsuko, Intertel, Tie, Toshiba, and Iwatsu. They were simple to install and confiure. The reporting was not a problem.

 

[Deweyhumbolt]

I'm impressed with Contact Center, very easy to confgure through web browser. IP View is a soft wall board. Have never setup an IVR, we had a 3rd party co. do it once. So,I know it works. The RCC, Reporting for Contact Center is touchy. Allot of patches, but it's real time screens are very informative for supervisors.

All in all, a very good product.

Adversity is Opportunity

 

[CTCINY]

Nortel Contact Center is the best on the market. We have one deployed in our office and works flawlessly and has helped tremendously increase productivity. I have installed many of them and never seem to have issues. Like Dewey said there are some issues with reporting but the actual usage is terrific.

What doesn't kill you only makes you stronger.

 

[rj21]

ICC delivers callers to skillsets (queues) where the call flow design is very flexible and so long as Agents are logged in, then the callers will be delivered to the Agents with exactly the call flow you described.

Either apply the Skillset to the physical line/ target line (DDI) or apply a Greeting Table in Auto Attendant and route through a Custom Call Routing Tree to the skill set DN.

Don't use B1 ports, find real physical ports -Which Are Unused- to apply as Control DNs (CDNs) for the skillsets.

In the UK ICC has some limitations to do with calling line type:

1. The system is optimised for digital lines ISDN30e (it has given me no problems in UK)the first one went in no problems.
The second one was a problem; the client had analogue lines and these require a little configuration:

Get BT to set lines in exchange to loop-guarded
Get BT to set lines in exchange to disconnect at 800msecs

Ensure the BCM is set to loop-guarded
Ensure the BCM is set to disconnect at 460 or 600 msecs

Better still, get ISDN30e before installing ICC.

2. The system requires updating to service update SU008, SU009 is better.
There are issues relating to supporting loop-guarded lines generally and the way ICC releases analogue lines after a call clears, I think...

Pre Rls.2.0 SU008 the calls queue on the skillset, but each time a feature code is entered the skillsets leak memory, they do not regain memory without disabling/re-enabling thew skillset. Calls queue but are not delivered to the agent - so upgrade to SU008+.

3. Make sure people know how to login/ logout and ensure they have display (BLF) keys for LOGIN and AGENT BUSY.

RCC is for reporting on Agent's status/ activity/ inbound call stats.
A Company may require a package for true Call-Logging running on a separate PC/Server plaform, to provide billing, tarrif and fraud prevention measures.