Quede calls, UCD, or ASA

[phoneguyjr]

We have a customer that is needing a system that will after x many rings, answer a call that has not been answered and put it on hold. We need it to continue to ring those extensions that are supposed to ring, so they can be answered. We need to know what would be the best way to do it with IP office. Also at the same time, management wants to be able to monitor and record how many calls are coming in, how long they are on the phone, who answered the call, how long they were on hold before they got answered, etc. Is this even an option with this system and if not, can you suggest a system or additional parts for this system(Call accounting) that will work? Any help is appreciated. Thanks, Matt

 

[PlatinumGuy]

Yes IP Office can do all of the above.

The ringing and being put o hold thing is called queuing.

In respect to the monitoring of calls you either need a third party call logging app or CCC will do the same thing.

Are you an Avaya reseller? If not you need to speak to one.

ACA - IP Office Implement
ACS - IP Office Implement
ACE - IP Office Implement
ACI - IP Office Implement

 

[s700tve]

Hi mat

Issue 1:You can use VM Pro Auto Attendant to achieve this
which you will require a licence key and software for.Also you could try queing in hunt group

Issue 2:You can use CBC or CCC,CCC is the better option with more capability and requires a 2003 server with licence

what version ip office?

Regards Steve

 

[phoneguyjr]

I am an avaya reseller but I deal mostly with partner, some with magix and some with definity. What I need to know is what is and how does ccc work. What exactly is CCC. We do not have the system yet, I am just needing to know if it is even possible. I have worked a little bit with ip office, and I thought that it would be possible. I just needed some help to come up with how. Thanks, Matt

 

[s700tve]

Hi Mat Compact Contact Center integrates with the ip office using a delta server,
CCC enables you to view real time and historical reports
on agents and groups.
Regards Steve