question at SCN

[nerdherder27]

Hi man,
I have many question for the configuration multi site ip office scn:

1 you can create hunting groups with users of the various site (on knowledgebase says that you can, right?)

2 the group with the various users is a call center, CCR does not do statistics with multi-site. you know other statistics software ... xima does it?

3 such licenses is sufficient for preferred edition?

4 without the license Advanced I can use the reasons for pause agents?

thakss

 

[hairlessupportmonkey]

1) Yes
2) Correct - CCR is not multi-site away. Xima / Chronicall does, but requires a single reporting licence for each site.
3) If you opt for Xima, then you dont need any additional Avaya licences, only Ximas
4) If you want to go down the CCR route, check the licencing requirements for your software level in the KB. However, the KB says this about 8.1:

IP Office Customer Call Reporter Licenses

Use of IP Office Customer Call Reporter is licensed through licenses entered into the IP Office configuration. The table below lists the available licenses.

To support IP Office Customer Call Reporter, the IP Office Release 6 and later system must have Preferred Edition and Advanced Edition licenses. The Advanced Edition license also enables one customer service supervisor.

For system being upgraded to IP Office Release 6 and later, IP Office Customer Call Reporter can alternately be enabled by a legacy CCR Sup license or a CCC Supervisor and CCR CCC Upg license.

License


Function

Customer Service Supervisor


The presence of at least one Customer Service Supervisor license is required to use IP Office Customer Call Reporter.

Multiple licenses can be added to achieve the number of supervisors required up to 30 supervisors.

Each license instance enables one supervisor account login and also one wallboard account login.

Customer Service Agent


Enables support for IP Office Customer Call Reporter agents. Multiple license can be added to achieve the number of agents required up to the maximum of 150 agents.

One license instance is consumed for each IP Office Customer Call Reporter agent currently logged in on the IP Office system.

CCR CCC UPG


This license allows existing CCC licenses to be used for IP Office Customer Call Reporter, see Upgrading from CCC. The CCC licenses are used as follows:
• CCC Server - Enables one supervisor, one wallboard and five agents.
• CCC Supervisors - Enables the equivalent number of supervisors and the equivalent number of wallboards.
• CCC Agents - Enables the equivalent number of agents.

ACSS - SME
General Geek

 

[nerdherder27]

ok perfert answer!! thanks..

but..

the 4 answer I don't understand or or I have badly explained..
--we tried again and add a question--

I do not want to use ccr because it does not the statistic multi-site. but I need that agents can get in break with the motivation and on statistics see it..
whit xima work?

Configuration Settings
• Busy Not Available Reason Codes
Agents who indicate that they are in a 'busy not available' state can be prompt to also indicate the reason for being in that state. This menu allows descriptions for the possible reasons to be entered. The descriptions are then used in menus from which the Agent's make selections when setting themselves into busy not available state and in reports on Agent status.
• Code/Reason
Rows 1 to 8 can be used to contain descriptions of up to 31 characters each. Rows 0 and 9 are fixed as Unsupported and Busy Not Available.
• For Customer Call Reporter 6.1, the reason codes are used to categorize calls in the Agent Time Card report. Reason 1 is used to define lunch. All other reason codes are reported as breaks.
• Default After Call Work Time (seconds): Default = 10. Range = 10 to 999 seconds.
If an agent goes into the After Call Work (ACW) state, either automatically or manually, this field sets the duration of that state after which it is automatically cleared. This duration can be overridden by the Agent's own setting (User | Telephony | Supervisor Settings | After Call Work Time). During ACW state, hunt group calls are not presented to the user.

 

[tlpeter]

With Xima chronicall you do not need the advanced edition license and also no CCR agent licenses.
Waht you need is a Xima basic license, perhaps custom reporting but you do need agent licenses if you want to do realtime.
For only reporting then you do not need xima agent licenses.


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