Need help configuring phone system for customer

[htsbbaker1]

My Customer needs a Cisco UC system that will start with 10 people but can scale up to a maximum of 200
people. This is going to be a call center application and we would need the Cisco Unified Call Connector for Salesforce.com. Initial system will be with basic ACD functionality, click-to-dial, call reporting, record/monitor, and the ability for the agents to use their workstations as the phone with USB headsets. Later on they will need some skills based routing but not with the initial system.

Can anyone suggest a configuration.

Thanks!

BCB

[karmakar]

Hi Brandon,

You could implement this with CME (Communications Manager Express) on one of the ISR-G2 routers. CME is targeted for 10 - 200 users and should satisfy all your requirements - B-ACD, click-to-dial, monitor, call reporting.

The click to dial and CRM integration would be done with the Call Connector plugin described at (free download) -

http://www.cisco.com/en/US/products/ps7292/index.html

CME-CUE can do call recording if the recording party is part of the conference. For a call recording solution which does not involve the supervisor, you could look at our partner solutions built by NICE. You can contact me for more information on this.

Abhi.

[htsbbaker1]

Thank you, this is very helpful.