CCC - not enough licences?

[DBFIT]

Hi everyone

This is a bit of a last ditch effort at sorting out a problem I have with CCC... and yes I know it's outdated and the software version I'm running on are no longer supported...

I've been using this set up now for some time with zero problems however recently I'm seeing the following:
1) Agents appearing in a different status than they actually are
2) Reports giving seriously inaccurate stats for statuses like wrap etc...

Now, I've been very skeptical about these issues in that you could easily say that the agents are simply lying however after doing some in depth testing it looks like at some point during the day the agent gets "set" in the current status and it never updates again. This shows on CCV incorrectly and then also on the CCC Reports are being in that "set" state for a very long time.

I have 50 CCC User licences (unlimited Phone Manager) and until recently only had maybe 30 agents running at any one time... I now have 60.

I suspect it's an issue with concurrent licences and the number of agents and I've asked my supplier about buying more licences and I've been told that it is no longer possible to add any to my system.

tl;dr version:
So my questions (assuming you've read this far!)
1) Is it possible to buy more CCC User licences and get them added to my set up?
2) Is there any other reason you can think of for the behaviour I've described? I've reinstalled the server and all clients since investigating this issue

Thanks for any replies ~

------------------------------------------
IP Office 412 (2.1.(73))
VMPro (2.1.(73))
CCC 5.0.56
50 Licenses for CCC/Phone Manager

 

[jamie77]

60 agents and 50 licnese, you need more. simple as that. Without the correct licensing, all sorts will happen. The other thing I have seen is running CCC on newer OS's. It doesn't really like anything past Windows XP/Server 2003 very much!!!

You supplier is correct, CCC licenses are not available any more.

You have 2 options. Live with what your have or upgrade the system to IP500 with Customer Call Reporter/other Call centre product.

With 2.1 I imagine you also have old INDeX DT handsets (20xx or DT1/3/5). It will all need to go. There is some protection of investment if you go down the CCR route.

How many phones in total do you have??

Jamie Green

Football is not a matter of life and death-It is far more important!!!!

 

[hairlessupportmonkey]

Ive often found when Delta server goes smelly, restarting the service fixes many of these anomalies.

Now, I also notice you are running the latest CCC along side a very very old version of software. I would have thought the SMDR output from that wouldnt match the version of CCC you are on?

You should be able to take that 412 to rel 5 software free. It might help with the repot accuracy.

ACSS - SME
General Geek

 

[DBFIT]

Thanks for the replies chaps

I'm running the CCC server on Windows 2003 R2 with no problems at all. I regularly reboot this server after every IPO reboot (probably about once every 2 weeks I guess...)

Had 0 issues until I went past the licence limit.

And yes I'm running old DT modules and the cost of updating is precisely the reason I'm in this mess!!!! I have 4 x DT30 modules and 120 handset so the cost is pretty hideous -

Oh well I thought I'd just get confirmation before I tell my boss that we need to shell out lots!

Out of interest, I've not read much good about CCR -> is it really no good for small/med contact centres bearing in mind the current problems I've got!!

------------------------------------------
IP Office 412 (2.1.(73))
VMPro (2.1.(73))
CCC 5.0.56
50 Licenses for CCC/Phone Manager

 

[jamie77]

you will hear alot of bad about CCR, and it was rubbish in it's earlier forms. But now it's ok. not as in depth as CCC, but I belive that was the intention. We have lots of happy CCR customers. It all depends on what you need. I've heard from the guys here Xima chronicall is worth a look, as is Zeacom.

Best thing is you will be able to get an upgrade license and reuse the CCC agent and supervisor licenses, which will save you thousands. But you will be still looking at £25k+ for this job, again depending on what you want.

Jamie Green

Football is not a matter of life and death-It is far more important!!!!

 

[telecomtekperson]

It will be a step down from CCC. (to say the least)