What is gained by integrating CallPilot with CCM?

[rachelle]

What tips/tricks can you folks share?

Such as:
Expected Wait Times
Give IVR
Options to remove caller from queue and sent to voice mail
etc.

What types of channels should be in the CallPilot for these types of sesions? (Voice, IVR, ACCESS, etc.)



Rachelle

no matter where you go, there you are.
"This participation is persona and does not represent the United States Census Bureau." They make me say this.

 

[mte0910]

First of all, my memory is short, so any numbers I give should be taken with a grain of salt.
Second, I haven't played with IVR in a long time, so that too is subject to closer inspection.

That said, best I remember, from the standpoint of CallPilot Access Channels versus GIVE IVR, the benefit is that CP access channels CAN BE 50:1 versus 1:1. Also you can not collection digits unless you are using access channels.

When you say CallPilot integration, I don't know of anything more you get out of the CallPilot/Symposium relationship than the voice-ing. In other words, you can not send a caller to a CallPilot application from Symposium (other than by a transfer to a DN), and vice-versa. The two aren't integrated in any way more than just the IVR/Access Channels.

All that said, there are alot smarter people on this forum then me who may tell you something better.

I will say that all of my sites use access channels.

 

[dj4020]

The benefit is that if your licensed for IVR / Access to be used with the CallPiot CCMS. Negates needing a third party Hardware application to provide IVR prompts from within your script. i.e. Ran devices, etc.