BCM 450 Contact Center w/ Multimedia 1

[SNSSMIS]

We are going to implement Intelligent Contact Center with Multimedia in January. Does anyone have positive or negitive feedback? Suggestions?
The Vendor is activating the all of the codes, I will be taking the reigns from that point.
Just want to know if the system will work as described. Specifically expected call wait times being voiced to caller, Information on hold, Call overflow, Reporting, and Web Chat.
Thanks in advance.

 

[oldestgeek]

Sorry to just now get back to you. Setting up ICC with Multimedia for your part is really no harder than it is without Multimedia. You'll need to involve the client's website developer to put the link on the website. You'll be using the queues, ewt tables, messages, etc. Your part will mostly be providing him with the information, i.e. IP address of the BCM, etc. There is a good step by step guide right on the BCM documentation page about setting it up. I would suggest reading it before hand so you'll know what you're getting into. Also, reporting setup is no different than for ICC without MM. Just be sure to observer the requirements for PC running the software - if you don't have enough memory or if the PC/server is bogged down with other applications you're begging for trouble.

 

[SNSSMIS]

Thanks for the post oldestgeek. I had to sell the concept to management before they would spend the money. The 450 ICC is cheaper to get a basic ICC. Can get your feet wet and more scalable than the 400.
This will be my first crack at the Nortel ICC and MMC. The concepts are the same as other call centers, route the call step by step.
We have our own web developers so this should be a piece of cake for them.
I have read the manual 2 times and expect I will read a few more to clear up issues.
Thanks again.