Re: [cisco-voip] Contact Center Management Tool
I wonder if this will do most, if not all, of that. http://www.contactview.com/ On Thu, Dec 14, 2017 at 10:37 AM Brian Meade 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 > ___ > cisco-voip mailing list > cisco-voip@puck.nether.net > https://puck.nether.net/mailman/listinfo/cisco-voip > ___ cisco-voip mailing list cisco-voip@puck.nether.net https://puck.nether.net/mailman/listinfo/cisco-voip
Re: [cisco-voip] Contact Center Management Tool
Agreed, I have an admin script that incorporates the prompt recorder, holiday schedule change and a way to emergency close/open the queue through IVR, but it's n ot user friendly for the most part. A web frontend is definitely needed. On Thu, Dec 14, 2017 at 11:25 AM, Ben Amick wrote: > 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:cisco-voip-boun...@puck.nether.net] *On Behalf > Of *Charles Goldsmith > *Sent:* Thursday, December 14, 2017 11:49 AM > *To:* Brian Meade > *Cc:* voip puck > *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 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 > > > ___ > cisco-voip mailing list > cisco-voip@puck.nether.net > https://puck.nether.net/mailman/listinfo/cisco-voip > <http://cp.mcafee.com/d/1jWVIp4xAgdELEIFzHFTudTdEEILIFzxO9EVdEEILIFzDDSjqabbXPUVVZMSyyUqejhPuZQrCO6GOIl1hdJnor6TbCOrqKMSdKndTIgRdDn-LPPP2bPWfnKnjpupV5BBUsMyPR4klHFGTKNOEuvkzaT0QSyrhdTWWaqr9EVKDsQsCXCOsVHkiP5CX5u1FfUY3s4RtxxYGjB1SKmBiRiVCIBztFkJkKpH9oKgGT2TQ1iPtyL0QDYu1FIsqen1NI5-Aq83iTqlblbCqOmdbFEw4GMDJFCy0i-4_yq81LoqhZnUjd409HkYSMedZ54EeoZ4> > > > > Confidentiality Note: This message is intended for use only by the > individual or entity to which it is addressed and may contain information > that is privileged, confidential, and exempt from disclosure under > applicable law. If the reader of this message is not the intended recipient > or the employee or agent responsible for delivering the message to the > intended recipient, you are hereby notified that any dissemination, > distribution or copying of this communication is strictly prohibited. If > you have received this communication in error, please contact the sender > immediately and destroy the material in its entirety, whether electronic or > hard copy. Thank you ___ cisco-voip mailing list cisco-voip@puck.nether.net https://puck.nether.net/mailman/listinfo/cisco-voip
Re: [cisco-voip] Contact Center Management Tool
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:cisco-voip-boun...@puck.nether.net] On Behalf Of Charles Goldsmith Sent: Thursday, December 14, 2017 11:49 AM To: Brian Meade Cc: voip puck 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 mailto:bmead...@vt.edu>> 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 ___ cisco-voip mailing list cisco-voip@puck.nether.net<mailto:cisco-voip@puck.nether.net> https://puck.nether.net/mailman/listinfo/cisco-voip<http://cp.mcafee.com/d/1jWVIp4xAgdELEIFzHFTudTdEEILIFzxO9EVdEEILIFzDDSjqabbXPUVVZMSyyUqejhPuZQrCO6GOIl1hdJnor6TbCOrqKMSdKndTIgRdDn-LPPP2bPWfnKnjpupV5BBUsMyPR4klHFGTKNOEuvkzaT0QSyrhdTWWaqr9EVKDsQsCXCOsVHkiP5CX5u1FfUY3s4RtxxYGjB1SKmBiRiVCIBztFkJkKpH9oKgGT2TQ1iPtyL0QDYu1FIsqen1NI5-Aq83iTqlblbCqOmdbFEw4GMDJFCy0i-4_yq81LoqhZnUjd409HkYSMedZ54EeoZ4> Confidentiality Note: This message is intended for use only by the individual or entity to which it is addressed and may contain information that is privileged, confidential, and exempt from disclosure under applicable law. If the reader of this message is not the intended recipient or the employee or agent responsible for delivering the message to the intended recipient, you are hereby notified that any dissemination, distribution or copying of this communication is strictly prohibited. If you have received this communication in error, please contact the sender immediately and destroy the material in its entirety, whether electronic or hard copy. Thank you___ cisco-voip mailing list cisco-voip@puck.nether.net https://puck.nether.net/mailman/listinfo/cisco-voip
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 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 > > ___ > cisco-voip mailing list > cisco-voip@puck.nether.net > https://puck.nether.net/mailman/listinfo/cisco-voip > > ___ cisco-voip mailing list cisco-voip@puck.nether.net https://puck.nether.net/mailman/listinfo/cisco-voip
[cisco-voip] Contact Center Management Tool
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 ___ cisco-voip mailing list cisco-voip@puck.nether.net https://puck.nether.net/mailman/listinfo/cisco-voip
