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Considering an upgrade to Nortel Contact Center 6.0
- Thread starter jmmaz
- Start date
Milesprower
Programmer
An upgrade from what? SCCS Rel X?, Meridian MAX/CCR?
- Thread starter
- #3
DancingDave
Technical User
No gotchas as such.
If you're on Mail, you'll be recommended to move to Call Pilot most probably, but that's no bad thing. It's more function-rich, responds better to reboots, not going end of life!
The web client is operationally much better. Call centre management and access and partition management are much better intergrated (previously you had to go out of the screen you were in and then search for the person in the next screen).
You also get the report creation wizard to write your own report templates/modify existing report templates.
You will need to recreate your web users, real time displayes, scheduled reports and assignments however. The rest of the database can be upgraded easily enough though.
DD
If you're on Mail, you'll be recommended to move to Call Pilot most probably, but that's no bad thing. It's more function-rich, responds better to reboots, not going end of life!
The web client is operationally much better. Call centre management and access and partition management are much better intergrated (previously you had to go out of the screen you were in and then search for the person in the next screen).
You also get the report creation wizard to write your own report templates/modify existing report templates.
You will need to recreate your web users, real time displayes, scheduled reports and assignments however. The rest of the database can be upgraded easily enough though.
DD
Milesprower
Programmer
DD covered the basics. If you have classic client in Release 5, you will have to move to the CCMA (release 6 version of Web Client). I have some customers who will not use Web Client (IT LAN/security issues) and thus will not upgrade to CCM.
In a multiple site scenario, CCM provides a corporate licensing function. While it sounds slick (one central license server for a network of sites), it adds some complexity and I think Nortel still needs to iron out bugs in their approach. If you loose communication between the license server and one of your call centers, you only have a set grace period (10 days) before that site CCMS shuts down. The grace period is cumulative and only Nortel can reset the grace period.
Although there are upgrade processes for scheduled reports, displays, etc.., I agree with DD that you should rebuild these from scratch in CCM. It's better to start off clean.
The call recording is re-badged Witness - I have no experience with the Nortel offering.
I also have not had a customer use the outbound module yet.
In a multiple site scenario, CCM provides a corporate licensing function. While it sounds slick (one central license server for a network of sites), it adds some complexity and I think Nortel still needs to iron out bugs in their approach. If you loose communication between the license server and one of your call centers, you only have a set grace period (10 days) before that site CCMS shuts down. The grace period is cumulative and only Nortel can reset the grace period.
Although there are upgrade processes for scheduled reports, displays, etc.., I agree with DD that you should rebuild these from scratch in CCM. It's better to start off clean.
The call recording is re-badged Witness - I have no experience with the Nortel offering.
I also have not had a customer use the outbound module yet.
DancingDave
Technical User
Re. licenses server. If it falls over, it also freezes the number of licenses at the instant it falls over (as well as all the grace period stuff).
Whilst this is fine if it's during the day and your at peak agent login, it's a bit limiting if it falls over at 8.01am and you only have five agents logged in!!
Plus corporate licenses are more expensive.
DD
Whilst this is fine if it's during the day and your at peak agent login, it's a bit limiting if it falls over at 8.01am and you only have five agents logged in!!
Plus corporate licenses are more expensive.
DD
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