ACD Third Party

[jcarter]

Are there any 3rd party ACD products that work with the UC540/560?  We have a potential customer with a small call center of 6-8 people. They want the ability for everyone to see who is logged in and if they are on the phone or not.  They would also like to see how many calls are in the queue with timers running.

[Glenn Quesenberry]

Have you looked at using the built-in B-ACD functionality of the UC540/UC560?  For a small call center type of application this typically works well.  You could also implement the Smart Call Connector application in order to see who is on the phone or not and you can all configure the B-ACD to pull call reports which you can see examples of in the document at the B-ACD link above.

Best Regards,

[Glenn Quesenberry]

Also to add to my previous post, for more advanced ACD situations our Unified Contact Center Express (UCCX) platform is an option, HOWEVER with the following caveats:

  - UCCX requires the partner to be Advanced UC Specialized to sell/deploy

  - From the 3 "flavors" of UCCX (Standard, Enhanced, Premium) only Standard is available for UC5XX platforms which only provides for Inbound features

  - There is a support differential when deploying UCCX with a UC540/UC560 platform; UCCX supported by TAC and UC540/UC560 by SBSC

  - The costs of deploying UCCX with a UC5XX platform is likely much higher than most customers would appreciate versus the Standard features provided

Because of those caveats, the B-ACD features built-in to the UC5XX platforms are usually sufficient for most small call center type of solutions that small business need.

Hope this helps!