Call centre

[jerryeguru]

I am a newbie to Call centre solutions, Can some one show me where i can start? What must i know? It would be helpful to receive guides too, Thank you in advance..

[lpezj · Accepted solution]

Hi,

Take a look to the SRND guides regarding IPCC Enterprise:

http://www.cisco.com/en/US/products/sw/custcosw/ps1844/products_implementation_design_guide_book09186a008057a473.html)

And for IPCC Express:

http://www.cisco.com/application/pdf/en/us/guest/products/ps1846/c1609/cdccont_0900aecd80676ee5.pdf

Hope this helps,

Juan Luis

[jerryeguru]

hello Juan, i have found the reply so helpful, thank you, we are going with the Cisco Unified Contact Center solution.

One more thing, any configuration guides i can find?

[lpezj]

For Enterprise, you can get all the information at:

http://www.cisco.com/en/US/products/sw/custcosw/ps1844/tsd_products_support_general_information.html

For Express, you can get the information at:

http://www.cisco.com/en/US/products/sw/custcosw/ps1846/tsd_products_support_general_information.html

It is a lot information, but it will help you.

Hope this helps,

Juan Luis

[Zin.Karzazi]

You should care about the number of Skillgroup if you have a distrubited deployment: your ICM controller and your PGs dont reside on the same site. Cisco porvide you then with a calculator (ACD/CallManager Peripheral Gateway to ICM Central Controller Bandwidth Calculator ) which tell you how much Bandwith you need between G and Controller (one of the parameter that you specify on the calculator is the number of Skillgroup)

check the Calc on this link:

http://tools.cisco.com/s2slv2/viewProcessFlow.do?method=browseStepsPage&modulename=browse&stepKeyId=55|EXT-AS-107287|EXT-AS-107288|EXT-AS-107301&isPreview=null&prevTechID=null&techName=IP%20Communications&sessionTimeStamp=#

[Zin.Karzazi]

Sorry, wrong thread.