uc560 contact centre - B-CAD

[majid omeir]

Hi

I am having client that he wants to have 25 call centre agent with uc560 as I see the uc560 support basic contact centre feature, questions

1- What options available in uc560 contact centre feature and can I customize all message (even all agents are busy ) and call routing logic

2- Can UC560 support other contact centre appliance or software either from cisco or third party

Regards,

[Steven DiStefano]

I  am having client that he wants to have 25 call centre agent with uc560  as I see the uc560 support basic contact centre feature, questions

We have a limit of 20 agents in a hunt group, and up to 10 hunt groups per UC500.  Each BACD hunt group has a queue depth of 30.

https://supportforums.cisco.com/docs/DOC-9731

You may want to go up the product portfolio for ISR CME solution or BE solution with UCCX, which we dont support here.

[majid omeir]

if 20 agents is ok with clients can  UCCX work with uc560

[Steven DiStefano]

Not supported, nope.

[David Trad]

Hi Steven,

Not supported, nope.

Are you suggesting that UCCX s not supported on the UC-500?

As far as I am aware it is not supported with CCA but with some CLI modification it will work without an issue.

Well the last time we did it was on a UC-520 which was a little while ago now, so unless something has changed it is supported, but just not supported by Cisco SMB support right?? (Please correct me if I am wrong here)

Also I understand that it is best to put it out with an ISR like the 2800 series or something to that like, but there are such things as small call centers that require higher level features but without having to upgraded to an ISR, it would be nuts to go over kill wouldn't it?

I may have totaly missed the point so please correct me if I am wrong

Cheers,

David.

[Alberto Montilla]

Dear Majid;

The UC560 supports BACD and I believe can achieve what you are looking for with some limitations in the number of phones supported

• Hunt groups associated with B-ACD 10
• Calls allowed in each call queue 30
• Agents (members) for each hunt group 20
• Statistics accumulated for all B-ACD groups 168 hours
• Hunt groups used with automated attendant 3

Suggest you have a look at https://supportforums.cisco.com/docs/DOC-9800 and https://supportforums.cisco.com/docs/DOC-9731 .

Regards
Alberto

Message was edited by: Alberto Montilla

[majid omeir]

thanks

that prompet of saying all agents are busy and musci that plays when agents busy can be customized and how long time

it will take to answer the  call and surveuy feature

and there is any third party application contact centre can work with uc560

[Steven DiStefano]

Yes, each BACD Group will have a TRANSFER prompt you can customize.  IGNORE the "Welcome" Prompt in CCA, thats an error, as we do not use it ever.  So the MOH will be the same for all BACDs (what the callers hear after the pilot number is dialed and the callers hear the "Transfer" recording".

Hope that helps.

For third Party applications, I dont have experience with any, no, but here is the list...

NOTE: Cisco doesnt have a third party partner program for SBCS so third parties are really external from SBCS and supported by those vendore.

https://supportforums.cisco.com/docs/DOC-15347

[Steven DiStefano]

Please let me know where there is CLI in the referenced document.  I dont believe there is any.

[Alberto Montilla]

Hi Steve;

My fault, I thought the link the document was refering was another one which contains CLI. Yours is CLI-free ;-)

Regards
Alberto

[Steven DiStefano]

:-)

I have been 'clean" for 2 years now.

LOL

http://www.cisco.com/en/US/partner/prod/collateral/netmgtsw/ps7256/ps7287/cisco_cca_cli_support_policy.pdf