CCT6 SDK and RCW

[D41G0N]

Hi

I was wondering how popular CCT6 SDK and the Report Creation Wizard (CC6) are (show of replies?)?

Also, if you are using CCT6 and its SDK, what kind of integration you have done?

I've developed a web based Power/Auto Dailer that dials a number when they click the corresponding button on the web page.

Thanks

 

[D41G0N]

So i take it nobody is using these products? Bleeding edge I tell you, bleeding edge.

 

[PCDsun]

We are using CCT 6.0. We are using all of the CC6 products.
CCMS, CCMA, CCMM, and CCT. We are using all the features of CCMM. Inbound voice, email, web chat, scheduled call back, voice mail and fax. All unified to our blended agents.
I am not using the SDK for CCT but I have tried the RCW.I am using the SDK for the "web Chat" and "scheduled call back" portions of CCMM.

I would be interested in learning more about your power dialer app. and how it works and what uses it could bring.

 

[D41G0N]

The "Power Dialer" I created (using CCT5/CCT6 and MS .Net 2003), allows the users to click a Dial button on a web apllication and dials the respective number on their behalf.

It also handles the Not Ready with Reason codes (so the agents don't have to remember a list of numbers, they just click buttons instead).

What do you think of the RCW? And the SDK that you are reffering (using) to is the CCT SDK?

 

[PCDsun]

I have a sinilar function using Nortel's CCAD. It is a soft-desktop app. This is what our agents use for our multimedia contact center. Instaed of a phone on their desk, they login, logout, NR, MSB, activity codes, etc from this desktop.

This is how telephone, email, chat, call backs, and outbound campaigns are handled by the agent. A single desktop that can do all functions of the center. Working through Nortel's developer program is worth the yearly fees. It has helpd me in designing our chat interface for our clients web pages to provide us with the reporting information we need to pull from the customers.

 

[D41G0N]

We have only recently implemented CCMM, and not part of the Nortel Developer Program

I have to sit and puzzle it all out