Recommendations on Call Center Software

[LiptonDevelopment]

We want a way to track the current calls in several queues, and the agents logged into it. We don't really need fancy reports, or even historical data... just a way to monitor current activity. I am not sure if CCV by itself does what we need, or even if it's still available.

We have 3 sites (advanced networking on all) with agents and supervisors on each of them. we're using distributed hunt groups, but the queues are all on one site.

If Phonemanager Pro would allow you to view queue information for queues across the network (for other sites), this would be a great help, however it doesnt show any agent status (logged in/busy/etc).

Any recommendations?

Thanks!!

 

[gknight1]

if you have advanced networking then you could remote hotdesk from the main site an extension to your remote sites and then use phone manager pro... that way you are using phone manager pro with an extension off the main site.

 

[kwing112000]

Not sure what country your in but Datel may have something for you. we put call sweet live in for a lot of customers and they love it.

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

 

[LiptonDevelopment]

gknight1: We do that now, but the problem is they can't use their local phonemanager extension at the same time.

kwing: We looked at the datel product late last year..was very good, but had way more features than we needed, so we're looking for alternatives

Thanks for the feedback!

 

[gknight1]

what i am saying is make there local extension e permanent hotdesk extension.
Site A 1xxx extensions
Site B 2xxx extensions

Make your call center people at site B have 1xxx digit extensions 100% of the time.

 

[kwing112000]

What you could do is use IP phones in the remote sites but have them connected to the main site. they would probably never even notice the difference. then they can use Phone manger connected to the main site and see everything.

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

 

[gknight1]

but he doesnt need ip phones, he has advanced networking, in which he should be able to login to a digital phone.

 

[TomMills]

or rebuild the users at the main site and delete from the remote site. then log in using the advanced scn

"There's a dog in the New Zealand section

 

[gknight1]

thats exactly what i've been trying to say... i guess i didnt make it clear enough

 

[TomMills]

i knew what you were saying so it was clear enough fella

"There's a dog in the New Zealand section