CCC Feedback

[AvayaUser74]

We are looking to get a Call center package for our IP Office and I wanted to get some feedback from all here.

Should I go with CCC or something else and if so, why?

any feedback is greatly appreciated.

 

[JeSTeROCK]

If setup correctly can be a valuable tool.

My favourite parts are CCV alarm trip points
Scheduled reporting.

Nothing like a call centre tool that runs itself.

Have seen a call centre product that goes on the cisco ip phones. It had everything! but very expensive.

 

[cjinsocal581]

I heard that CCC does not report calls correctly is this true?

In other words, if a caller places a call on hold and then picks it up again it will report it as two calls?

(Been reading through the boards)

 

[IPGuru]

CCC reports can sometimes be too acurate

A call answered & transferd to another user & then lost on Aa 2nd transfer can show as 2 answered calls & 1 lost call depending on what report is being run.

there are a few other reporting "gotchas" that you will probably discover from reading this forum.

Iwould say that it is still a reasonable package provided the IPO is correctly configured

 

[cjinsocal581]

I would check out the Best Practices document that Avaya provides for setting up the Call Center on your IPO and also read through the documentation for CCV and Reporter.