eCAS capabilities

[LRB45]

Can someone confirm for me if eCAS is strictly a call accounting/ reporting application. The reason I ask is that a new client we just acquired was sold the eCAS software by a previous vendor under the pretense that it would perform as an ACD device. Meaning that it would 'read' the incoming number and then route the call to the appropriate agent based on the area code.
I don't have any hands-on knowledge of eCAS, just what i have been reading up on it but I thought it was strictly a call accounting reporting application that pulled from the CDR output of IP office.

Thanks

 

[kwing112000]

I think you are correct. I dont think there is a way for it to do any kind of call routing. If you are routing by area code you will need some database integration with the VM Pro

Kevin Wing
ACS- Implement IP Office
ACA- Implement IP Office
Carousel Industries

 

[amriddle01]

You can however emulate this behaviour with Incoming call route programming if that's what they want, no need for third party software or equipment.

ACS - IP Office Implement

"I'm just off to Hartlepool to buy some exploding trousers

 

[LRB45]

So you guys agree that the eCAS is strictly a call accounting application and does not have call routing capabilities?
Basically the client was sold the software believing it was an ACD application and now has found out that it doesn't do what they were sold on.


amriddle01-I'm familiar with the ICR method but it's always been a drawn out process having to enter all the areas in. Perhaps there is a better method that I'm not using?

 

[amriddle01]

It's kind of drawn out, but be it Manager or VM Pro or third party software you will need to tell it where you want each area code to go to so I don't think any method beats another, unless the software they thought they were getting is more intuitive?

ACS - IP Office Implement

"I'm just off to Hartlepool to buy some exploding trousers

 

[mforrence]

I concur that eCAS has NO routing capability at all. It simply collects call records and sorts them.
Mike

 

[TXGeoff]

We're running eCAS, and it has no routing capability. It collects SMDR data, rates calls (if you want it to) and generates reports. Call Accounting, period.

Geoff

 

[LRB45]

Thanks everyone. That was my understanding of eCAS as well.
I guess they are going to go back to the company that sold them this about getting a refund or something back and see what happens.