call center setup

[ciscobuddy]

Hi All,

I am working with IT solution company in india as a network engineer. our company is going to start inbound as well inbound call center within next 2 months. i never work on call center enviroment. company is going to start only 10 seater call center. can anybody provide me any technical information. how to do setup ? any url so i will study and start my work.

pls help me

Thanks & Regards,

ciscobuddy

[Hin Lee]

start here: "Cisco IPCC Express Edition"

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

read this:

http://www.cisco.com/application/pdf/en/us/guest/products/ps1846/c1244/ccmigration_09186a008015d29d.pdf

http://www.cisco.com/univercd/cc/td/doc/product/voice/sw_ap_to/apps_3_5/english/admn_app/index.htm

Getting Started with Customer Response Applications 3.5(1) - PDF

http://www.cisco.com/univercd/cc/td/doc/product/voice/sw_ap_to/apps_3_5/english/admn_app/gs35.pdf

[Chris Deren]

You did not specify if you'll be setting up IPCC Express or IPCC Enterprise, or other vendor's ACD/CTI.

Chris

[ciscobuddy]

Hi,

Thanks for ur reply, what u suggest me . coz my company told me study the less expensive solution. pls suggest me

Thanks & Regards,

Ciscobuddy

[Chris Deren]

Depends on several factors, most important one is how do you envision the growth of the center, if beyond 200 seats you should consider IPCC Entrprise. Also, how important is High Availability, IPCC express currently does not provide redundancy, only redundat CTIManagers (callmanager connections). As far as price IPCC express is significantly cheaper. From limited description you provided I belive IPCC Express would be an excellent choice, and it is a great application with great IVR capabilities.

Chris