I know there’s a good PoC IVR script in one of Cisco’s packages somewhere
that’s a decent prompt recorder.
Past that, I know the scripts I have are built in a way that I can manage two
documents in CCX to update the weekly schedule and holiday dates, but any more
granularity I don’t even have a way to manage in the current scripts. I
wouldn’t know how to expose that to supervisors though.
Ben Amick
Unified Communications Analyst
From: cisco-voip [mailto:[email protected]] On Behalf Of
Charles Goldsmith
Sent: Thursday, December 14, 2017 11:49 AM
To: Brian Meade <[email protected]>
Cc: voip puck <[email protected]>
Subject: Re: [cisco-voip] Contact Center Management Tool
I never understood why this wasn't built into a user portal by Cisco for the
supervisors. I have not seen any viable products that would fit this, but we
need one.
On Thu, Dec 14, 2017 at 10:36 AM, Brian Meade
<[email protected]<mailto:[email protected]>> wrote:
Hey everyone,
I've got a customer looking for an ideally web-based product to front-end a lot
of their call center applications allowing them to easily control daily
schedules, holidays including alternate schedules per holiday, force
open/close, and prompt changing/recording.
Currently they use a product called Netera Script Automation Manager (SAM) that
is no longer supported.
I'm sure I could make a SQL DB for all this and a web front-end but was hoping
for more of a commercially available option so they have a support model going
forward.
We're also looking at replacing with an IVR but some of the stuff they want to
do on the fly is difficult on an IVR such as changing the hours for next Friday.
Anyone seen any options here or have some ideas of good ways to handle these
tasks for non-technical users?
Thanks,
Brian Meade
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