Using third party contact center software with BCM

[kbullers]

Hi, I have a few questions that I hope someone can help me out with. Are there many options for third party contact center software with Nortel BCM? Do you know how their call routing is set up, as far as if the third party software needs to have its own way of call routing? I am just starting to work with Nortel and Cisco phone systems and am interested in how they work with third party software.

 

[bluemr2]

There really is no need for a third party contact center, as the built in contact center is quite good. Add the reporting and you have a really sweet setup. I'm usually for 3rd party software, but not in this case. What were your concerns?

 

[kbullers]

So a call accounting application/other reporting app is needed in addition to the contact center solution?

I want a very easy to use/straightforward contact center solution that shows agent status, queues, and reports on agent/hunt group performance (calls answered/abandoned, etc). Something good for a small company.

 

[Deweyhumbolt]

Blue gave you the correct answer. There are 2/3 levels of Contact Center, Basic, Professional, and maybe Enhanced. The RCC (Reporting for Call Center) is an extra keycode. It might come with Pro. But, it's eveything you need and easily programmable.

Adversity is Opportunity

 

[bluemr2]

The contact center has changed with 4.0. It is now intellegent contact center. There isn't basic, and pro anymore. You keycode how many agents, and how many skillsets you need. Reporting is an extra keycode. The reporting gives you real-time info on your que(s) as well as historic reports. It really is pretty easy to use and set up, if you have a decent background in IP.

 

[Deweyhumbolt]

Thanks blue, whatever they name it, it's still a great product.

Adversity is Opportunity

 

[kbullers]

If I were to use third party software, do you know how the real-time data is fed from the phone system to the software? CTI link?

 

[Johnthephoneguy]

What is it you are trying to accomplish with a 3rd party software that you can't do with the built in?

JohnThePhoneGuy

"If I can't fix it, it's not broke!

 

[kbullers]

Its not that the built in app doesn't have what I want but it may have too many extra features I don't need. So I'd like to know about other options and how they integrate with the BCM system.

 

[kbullers]

Has anyone used Visual Rapport by RSI or QuickCom by Texas Digital?