Call Center Solution
RequirementsCisco’s IP Call Center solution will address the following groups of agents that currently exist within Headquarters (HQ). These (3) groups of 22 agents will all be relocated to HQ. All agents will continue to use the Call Management System
(CMS) located in National Office. The peripheral gateway will be local at There are 3
route points associated with these agents. A) Receptionists
B) Facilities Support Services (FSS)
C) Tech Support – Help Desk
The 22 agents listed above will be served off the existing
Call Manager cluster in HQ. However, the ICM “Rogger” (Call Router
Logger), and ICM Admin Workstation will reside in National. The intent is
for National to be the central administrative site as additional remote call
centers are added throughout the enterprise. In addition to the 22 agents residing in HQ, the following IPCC components will be deployed: - 24 port IP IVR - CallManager PG - IP/IVR PG w CTI Server - 3-5 Agents - 24 Port IP IVR - CallManager - CallManager PG - IP/IVR PG w/CTI Server - 3640 Gateway with single PRI and 4 FXS ports - 4 Lyrix VoiceMail ports
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