Questions about low cost DB driven ACD call center systems 1

[billheckel]

I need to develop and build a system to support a small call center ( ~32 workers ) that will take incoming calls and direct them to the correct extension.

Deciding the correct extension will be based on incoming caller ID phone number. If the call is new, calls will be directed by state (via area code) to employees with experience in that area similar to a skill split. If the call is a repeat, it should be directed to the same worker who handled their call last time if they are available or to the operator.

This system will tie into a workflow management / account mgmt application I have developed and use the same database.

My intent was to use a Definity ( we use on in another location for a different system so we have some in house expertise ) and use either c-Lan or the serial port to get the caller ID information and send the transfer/direction commands to the switch via the same port.

I have studied the documentation we have, ( all end user stuff ) and can locate no details on how this is done with the big $$$$ commercial systems.

Is this possible? What rev of Definity sw do I need?

This is a VERY cost sensitive business and a $100,000 system is totally impossible.

Thanks,
Bill

 

[jimbojimbo]

CT Connect is probably your best bet. Uses a MAPD and CT Connect server to provide the ASAI link and provides a TSAPI or JSAPI interface to hook into on the CT Connect Server.

A DLG connection is possible on some Definity Platforms via C-LAN. This would require extensive software development from your end. Look on the Avaya Support site for the ASAI protocol reference. This will give you an idea in what is involved.

Just as an FYI, I have seen some of the larger third party developers pulling their hair out trying to implement call control. Requires a detailed understanding of the Definity. If you don't know the differnce between a UCID and CRV than I strongly suggest you go with the CT Connect. James Middleton
ACSCI/ACSCD/MCSE
Xeta Technologies
jim.middleton@xeta.com

 

[juanctellez]

Bill:

We decide to use Ct-Connct after analyze a lot of options. it is about ($12.000), plus the Avaya MAPD( the cost depends on what do you have on your avaya). If you need more information please let me know.

Juan C Tellez