CCC

[bason]

I would like to know your opinions on the most efficient ways of programming incoming call routing to an ACD environment which would provide the best possible reporting(without designer)from CCC v5.

 

[crashtest1000]

Keep the number of groups down if you can get all calls to one group this is the best

Make sure incoming calls have only one way to get to the agents i.e via the groupo etc.

The key is keep it simple

 

[JeSTeROCK]

When is avaya going to give the ability to label incoming call routes or unsupervised transfers so we can use the one group! or are only useless features on the road map

sorry, i just get a little emotional at simple short comings

Keeping simple is great but most ipo's with ccc need multiple groups to distinguish the call types

see if you can get someone to write you reports in crystal

 

[bason]

My problem is that if you give 100 ipo and ccc to 100 engineers every one will be set up different yet we are all trying to acheive almost the same thing.
i.e. effective ACD routing with clear consise reporting from the standard package.

 

[JeSTeROCK]

voicemail unsupervised transfers" sorry

The problem is most customers have an idea of what they want. So you have to try and design the system around their needs and the inherent problems with the standard ccc reports and ccv

The best way with the standard reports & ccv is for incoming call routes coming into groups with no overlapping users.

 

[bason]

Come on fella's,wheres all the feedback?