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CCR Capacity 2

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szaidi1

szaidi1

IS-IT--Management
Jun 11, 2013
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According to doc, advanced edition supports up to 150 agents. And you can get up to only 40 VM channels if using VM PRO.

So if 70 CCR agents are logged in and 50 of them are on the call, then only 40 calls are recorded assuming all VM channels are reserved for recording.

It doesn't make sense thatit supports 150 agents but allow only upto 40 VM channels.
 
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Was that a question?

Actually you usually won't have 40 channels for recording since customer probably use an IVR to reach the agents.
If you wanna record all agents you'll get a 3rd party software for that purpose, VM Pro isn't really a recording software, it just has that feature for those who have low requirements on recording.

"Trying is the first step to failure..." - Homer
 
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It was a subtle message from Avaya that if you wanted a 100% guaranteed all-agents call recording option buy a specialist 100% call recording product of which there were many, go to Avaya DevConnect for a list.

Voicemail Pro was a general purpose voicemail messaging system which could also do some call recording. It met the needs of 99% of customers, your requirement unfortunately was in the 1%.

Why is the above in past tense? - because mention of CCR means we've talking of things as they were a couple of years ago. Currently for Server Edition with either ACCS or IPOCC the current figures are recording channel figures are 500 and 350 respectively.


Stuck in a never ending cycle of file copying.
 
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Well customer is using CCR for some years now and gradually they have increased the number of agents. Now they have this avaya advanced edition brochure which states that it supports upto 150 agents.

Avaya should have added a note or something that CCR is intended for small sized call center i-e less than 40 agents or something.

Supporting 150 agents and restricting VM channels is kind of misleading.
 
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How is it misleading?
It supports 150 agents but does it state that you can have recording on all agents?

The 40 VM channel limit isn't something new, you should have known this from the beginning.

"Trying is the first step to failure..." - Homer
 
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Misleading becuase call recording is one the essential parts of call center solution. So if Avaya claims that its advanced editon supports up to CCR 150 agents then it should have increased recording channels as well. Like I said, this tall claim of supporting 150 agents should have come with some sort of caveat from Avaya.

And it sort of ludicrous anyway to think 150 agents on CCR considering all the issues relating to unstable statistics and application crashing. Also this 150 agents support makes little snese when its big brother IPOCC supports 30 agents on v2 and 100 on SE.
 
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CCR isn't a Call Center Solution it's a statistics application at best, and it has nothing to do with recording since that's done with Contact Store and VM Pro which isn't connected to CCR.

IPOCC supports up to 250 agents with recording on all agents.
ACCS supports up to 400 agents with recording on all agents.

"Trying is the first step to failure..." - Homer
 
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Stop it, my beer is getting wet!

Stuck in a never ending cycle of file copying.
 
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Statistical application for you may be but Avaya likes to call its advanced edition license a call center suite. Even worse, customers usually go with Avaya. And never said that call recording is a part of ccr but an essential part of call center.

And I think only upto 30 agents can be logged in at one time in IPOCC with v2 and 100 with SE. CCR lets you log in 150 agents to one time. Quite absurd.
 
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In your opinion it's essential, we have done many call centres that don't record any calls, so not that essential really.
Don't confuse your own opinion with fact and then complain when something fails to match up to it

Additionally, for anything above say 8 channels a 3rd party/external call recorder is a better solution anyway :)

 
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Avaya calls CCR "Customer Call Reporter", that's what it is.
If the customer don't know that the VM channel limit is 40 then that's the Sales or CAM not giving the customer the correct information.

IPOCC support for 250 agents was added in 9.1, but yes you'll need SE for more than 30 agents.

"Trying is the first step to failure..." - Homer
 
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The essential feature of a call centre is distribution of calls to available agents to answer and that's it. Okay, I'll accept in most people's minds some facilities to measure and report on that also. But hell, if you wanted to you could use IP Office Essential Edition to run a simple call centre without needing any specific 'call centre application' - and I'm sure there are dozens of small taxi companies and other businesses happily doing exactly that (and some less happy one's doing it with IP Office Basic Edition!).

Everything else - wallboards, pc wallboards, realtime stats, historical stats, CTI, basic reporting, advanced reporting, call recording, recording archiving, PC softphones, skills based routing, predictive outdialing, email integration, social media, IVR, remote workers, etc, etc, etc, are all optional extras that vary in availability and capacity between different contact centre packages.

Stuck in a never ending cycle of file copying.
 
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Well that opinion is based on observations. Pretty much every call center I know of does call recording but may be you have a different experience. Each to their own :)

Just that customer finding the fact that they can log in up to 150 agents in CCR makes it difficult to convince them to move to IPOCC and tell them that.."hey with this new upgrade, you can record all your calls but sorry you cannot log in 150 agents but just 30 agents....

I don't know what you guys think of this support for 150 agents but i find it absurd. I have seen a 5 seat CCR call center facing reporting issues.


So yes 3rd party recording solution it is :)
 
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Use Xima and 3rd party call recording, or Xima's own recording (if SIP or T1/E1 trunks).

Will do it all then :)

 
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Issue don't have much to do with the capacity of the product, it's just a buggy product.
It it were that fantastic it wouldn't have been scrapped =)

With the new upgrade that would include IPO SE they would get a lot of other things besides recording, if they don't need it well then 3rd party recording is they way to go. It might be anyway if you want more advanced feature since Contact Store is the most basic recording application you can have.

If they are happy with what they get from CCR and want recording then Xima is probably the best choice.

"Trying is the first step to failure..." - Homer
 
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