ICC Reports Question

[pcomms]

I have a customer who had ICC installed with 1 skill set and 6 agents. They were able to create reports also.

The system recently crashed and Nortel have provided replacement licenses for the new bcm50.
The system was restored to exactly the same level of software and patching and everything now works apart from the ICC reports.

Q When you purchase the ICC license + 1 skill set ;license + 6 agent licenses does the report functionality come with the ICC main license?

Nortel are saying that it needs an RCC license but we never purchased one before and we still could run reports sucesfully. Nortel wont even believe us whe the customer actually provides historical stored reports .

I believe that RCC was only required on the previous version of Call Centre (ie prior to ICC)

If anyone has documentation to prove this either way that would be very useful. steve@nextdaytelecom.co.uk

Many thanks

 

[telcodog]

What you need is the Reporting for Contact Centre keycode. It is not included in The ICC keycodes. You do get some basic reporting but I don't think it allows you to create custom reports. Nortel might just be confusing the issue thinking you are talking about Contact Centre Reporting instead of just basic reporting.

 

[pcomms]

Thanks Telcodog

Do you know what basic reporting they have available with the ICC on its own (ie no RCC license) and hows they can be accessed. Is it via the RCC Verification tool ?

Also the IP View Wall board is not working since the crash, is this also dependant on the RCC license ?


Many thanks again