BE7 .. Call Queuing .. 3 users in Hunt Group?

[Vishal Bhardwaj]

Hi,

Customer has a Business Edition 7 ... It's a hopital and he wants to have 3 users in a call center kind of environment but basically he only wants is 3 people in one hunt group so that calls can be routed according to busy idle. Now, he wants to have the callers wait in the queue and listen to the music and a message "stay in the queue please" kind of... and also day of time routing.. means from 8am - 5pm it will be routed to that hunt group and then will go to a voicemail message (and AA will send a message leave your VM as out of office)...

I believe it can be done as it's very simple and straight forward.. but just wanted to have second thoughts as I am not able to find BE 7 ordering guide.

Thanks

Vishal

[skilambi · Accepted solution]

You are best of moving to CCX solution

Cucm can do HG and you can have login and out on the phone but cannot queue

Also reporting is not going to be detailed best to use UCCX and if you had esw on the 5 agents that come with cucm you could move that off box assuming BE5k

Thanks

Srini

[Vishal Bhardwaj]

Srini,

Isn't it going to be a very expensive solution just 3 users.. who are not going to be actual agents of call center.. It's an 8 to 5 business.. and just call queuing is required... My only concern is I don't want to position something way out expensive as it's just 3 users?

Any suggestions?

Thanks

[skilambi]

It is not that expensive if you factor in the 5 agents that come with every new CUCM order. There is no way you can provide queuing native to CUCM is the point I am making. In the old days we used to go with Cisco attendant console to provide queuing but ever since Cisco squashed that product, you have to go with either UCCX or CUEAC or third party attendant consoles for queuing. Keep in mind providing the functionality is only one part of the equation. Reporting is the next big thing and CUCM native CDR reports will not provide you ASA, Wait time, Abandoned time etc

Thanks

Srini

[Vishal Bhardwaj]

Nope.. I just checked they don't have ESW for CCX Users.. seems like I will have to either ask them to go for a third party Software solution or maybe wait for Ver 9.0 as I heard that might have this feature..