CCR Feature set using XIMA chronicall 1

[AACon]

Everyone seems to be selling XIMA these days, which is great. However, customers still want the CCR features on the phones. This is becoming a tiny issue.
When you buy XIMA, you don't buy those CCR Agent licenses. However, you cannot use any of the features, such as automatic after call work, without being an agent. Sure, okay you can enable it. But if you log out of your phone (or the system resets and you get logged off), you cannot log back into your phone, as there are no agent licenses!

What is everyone (anyone?) doing about supplying the Agent features (they want), with the better software (xima)?

-Austin
ACE: Implement IP Office

 

[tlpeter]

You could use the wrap up timer as this does do the trick too.
DND reason codes -> never ever used them.


BAZINGA!

I'm not insane, my mother had me tested!

 

[AACon]

I like your idea for the wrap up time. XIMA says the DND reason codes are not supported yet...but you can always go into DND without them.

-Austin
ACE: Implement IP Office

 

[tlpeter]

Yes you can go in DND.
The "Agent Realtime Feature Trace" report shows DND ,and logging in and out etc.


BAZINGA!

I'm not insane, my mother had me tested!

 

[Albus2]

We have customer with CCR. They use the reason codes. I don't understand it, but hey, I'm not the supervisor...
However for them it is absolute important.

They don't like the CCR-Wallboard. I can understand this one
But, as XIMA doesn't support reason codes, we cannot move to XIMA. Or we need two tools....


The other thing is, if you talk about a callcenter, then ACW is crucial. Without this its just a simple hunt group. Every PBX can do this.
Compared to the wrap-up time, there are some differences. Wrap-up is simple, after every on-hook/off-hookk even it kiks in and is marking the user busy for the defined periode. No way to change it.
ACW does indicate its stat on a LED-button. The agent can clear it if he finished paperwork earlier.
Not a big thing, but much more professional. I don's see why AVAYA is asking for taking money for this.

It would be nice if XIMA could support both things.

 

[AACon]

Agree. Seems silly things like ace are not supported. My customer wants 90 seconds between calls...that's a lot of wrap up time...

-Austin
ACE: Implement IP Office

 

[tlpeter]

Some CCR features are good but that does not give me any reason to install it ever again
CCR is nice but too much install time and too much hassle has been there in the past.
I believe it is OK now but i did not install it the last 2 years i think.


BAZINGA!

I'm not insane, my mother had me tested!

 

[AACon]

I just think it's silly that something like acw is technically a licensed feature.

-Austin
ACE: Implement IP Office

 

[tlpeter]

What happens if you just assign the button without being a CCR agent?


BAZINGA!

I'm not insane, my mother had me tested!

 

[AACon]

The button does nothing at all unless you are an agent. I can setup my users as agents without licenses, but as soon as a phone logs off (which it will with force login, plus...its required), they will never log back in. Also, in this case, without the agent setting, *automatic* ACW (the important one) does not work (greyed out).

-Austin
ACE: Implement IP Office

 

[tlpeter]

You are right.
The ACW button needs a license for CCR.
The busy wrap up works but no light and no adjustment.


BAZINGA!

I'm not insane, my mother had me tested!

 

[AACon]

This sounds like a feature request to me!

-Austin
ACE: Implement IP Office

 

[tlpeter]

It won't happen, i can tell you that


BAZINGA!

I'm not insane, my mother had me tested!

 

[AACon]

Weak.

-Austin
ACE: Implement IP Office

 

[tlpeter]

Avaya will say that you need to use CCR


BAZINGA!

I'm not insane, my mother had me tested!

 

[AACon]

I'll use ccr when it becomes a valid call center reporting product and not a best guess with fancy graphs pile of garbage.

-Austin
ACE: Implement IP Office

 

[tlpeter]

You could sell them CCR agent licenses too and then make them a CCr agent without using CCR but that will cost some
The ACW button works when set as CCR agent and keeps working with a valid license.


BAZINGA!

I'm not insane, my mother had me tested!

 

[AACon]

Oh if only...

-Austin
ACE: Implement IP Office