IP office and contact center design

[kajenvmv]

Hi,

Our customer needs some requirements, I need a suitable design to quote them.
1. Contact center with 50 agent and 5 supervisors
2. All the phones should be soft phones.
3. Call recording feature.

Do i need Power Users/ Mobile Workers licenses additionally with Customer Service Agents and Customer Service Supervisors to fulfill this requirement??

Can anyone help me out on this ?

Thank you.

[wrightc]

IPO does not currently feature a supported soft-phone as a CCR agent end-point.

Suggest you position Aura CC and one-X Agent instead.

[kajenvmv]

Hi wrightc,

Thank you for your suggestion.

But Aura solution makes big price variation for a small/Medium contact center prospective. Avaya should consider this.

[wkirk]

Kajenthiran, [SEE CAPS BELOW IN YOUR EMAIL]
Sorry we don't have the bandwidth to do proposals, but the EZQuote is the correct tool for you to use.

As 'wrightc' mentioned on the Small and Medium BusinessCommunications Forum - Avaya Video Softphone is not a supported CCR agent. They can use the softphone to answer calls but you will get no statistics. If they want to use a softphone you will need to sell them PhoneManager Pro
and iPhoneManager Pro (IP Soft-Phone) and then you will get statistics.

<---- Phone Manager License RFAPhoneManager PRO 177468Enables PhoneManager Pro for 1 user (or 1 additional user).IP400 PhoneManager Pro RFA 1$110.00 iPhoneManager171992Enables iPhoneManager Pro (IP Soft-Phone) for 1 additional user (or 1 additional user). Requires at least the same number of PhoneManager Pro licenses (IP400 Phone Manager Pro RFA) to be installed.IP400 IPPRO RFA 1$143.00

Kirk

W.K. "Kirk" Kirk | Avaya | TechniCenter Engineer | Technical Support and Proposal Management – SME Pre-Sales Support
Highlands Ranch, CO 80129 | Voice: 1-888-297-4700 | technictr@avaya.com

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>From:kajenv@bss.lk
>Sent:Thursday, August 26, 2010 11:41:48 PM
>To:atacapac@avaya.com
>Subject:ip office

>Hi,
>
>I need a suitable design for below requirements from a customer.
>
>1. Contact center with 50 agent and 5 supervisors
>2. All the phones should be soft phones.
>3. Call recording feature (Minimum of 3 months recording time).
>
>Do i need Power Users/ Teleworkers licenses additionally with Customer Service Agents and Customer Service Supervisors licenses to fulfill this requirement?? NO YOU DON'T
>
>When i design in "ezquote" without IP hard phones, it gives me a warning says " There are more users selected than telephones. Be sure there are enough telephones for the users.".
> THAT IS AN ISSUE WITH EZQUOTE - DON'T WORRY ABOUT IT - BUT USE PHONE MANAGER PRO AS I INDICATED ABOVE
>Can you brief me a sample proposal for this requirement? SORRY SEE STATEMENT ABOVE.
>
>
>Thank you.
>
>Name: Kajenthiran V Company: Business Solutions Systems(Pvt) Ltd.
>Organization: BusinessPartner Region: APAC
>

[oro]

Hi!

I've got a customer that runs an IP Office 500v1 / R6.0.14
They have 5 x Video softphones and 1 x 3rdpty softphone for Mac.
All of them are CCR agents.

Works like a dream!

Just make sure that server, ipo and pc's are on the same subnet!


Regards
Gunnar Orø

[wkirk]

Originally Posted by oro

Hi!

I've got a customer that runs an IP Office 500v1 / R6.0.14
They have 5 x Video softphones and 1 x 3rdpty softphone for Mac.
All of them are CCR agents.

Works like a dream!

Just make sure that server, ipo and pc's are on the same subnet!


Regards
Gunnar Orø

Gunnar,
Are you getting statistics in the CCR reports on the softphones? The phones can answer calls - I understand that, but the PH mentioned that the statistics won't be correct. Are the reports good?

Kirk

W.K. ‘Kirk’ Kirk | Avaya | Technical Support Engineer|Technical Support and Proposal Management – SME Pre-Sales Support
Highlands Ranch, CO 80129 | Voice: 1-888-297-4700 | technictr@avaya.com

[oro]

Originally Posted by wkirk

Gunnar,
Are you getting statistics in the CCR reports on the softphones? The phones can answer calls - I understand that, but the PH mentioned that the statistics won't be correct. Are the reports good?

Kirk

W.K. ‘Kirk’ Kirk | Avaya | Technical Support Engineer|Technical Support and Proposal Management – SME Pre-Sales Support
Highlands Ranch, CO 80129 | Voice: 1-888-297-4700 | technictr@avaya.com

Sorry for not being more accurate.

Yes, reports are good!

I do a manual count when firing up a new CCR (sorry, but I don't completely trust it).

50 - 100 calls to different huntgroups, from landline, internal and cellular. The calls are for customer training, so it's virtually no extra effort in writing down the numbers on paper as you go along.

Then I compare it with the SMDR output file, and finally run test reports.

The Trace reports are a bit funny though, shows a huge amount of enable/disable huntgroup...But the system works, so I haven't bothered looking into it yet.

You have my email, so if you want to have a look at the config, please tell me.

regards
Gunnar

[wkirk]

Gunnar,
Thanks, I just hope the PH gets it's support inline with CCR and Avaya Video softphone soon.

Kirk