Agents handling multiple IVR/Call center calls

The scenario is that you have agents who have multiple skill sets and can take calls from 2 different IVR/Call centers.
Now you want to assign calls from IVR1 a higher priority over calls from IVR2. Can that be done in ICM since the calls
are coming different IVR's and have different ICM scripts.

Yes, it is same ICM. I use priority all the time within same scripts, just wasn't sure if it would work the same way across independent scripts. I will test it and see if it works.

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How to stop Call Center Agents from Moving Headsets around

We are call center with about 200 agents at a time in the building. We go thru headsets like they are candy. But we just got told to no longer use cheap headsets. So we are slowly cycling in the new headsets. So any Ideas on how to keep headsets from moving stations. Our agents destroy headsets anyway, so I don't know how well these new ones are gonna last. They also move keyboards, mice as well. They have very little respect for the equipment and think breaking them is going to give them a new one faster. Let me know what you guys think.
This topic first appeared in the Spiceworks Community

I think you are seeing what is called the Ken Burns Effect. You can change this setting using the Rotate, Crop, Ken Burns Tool on the middle toolbar. You can select Fit, Crop, or Ken Burns. Fit will make your photo fit by letterboxing. Crop will make your photo fit by cropping the top and bottom off. Ken Burns allows you to Pan around. You can set the starting and ending rectangles for the pan.
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Call Center Agent's Need to See Sent Mails in Their Inbox

Hi Gurus
I am looking for a way to allow the sent mails to be seen and viewed in the Call center agents inbox on the Web UI.
We are using EHP1 is the above mention possible for us?
Many Thanks in Advance
Vikas

What about sending them to himself as BCC automatically? That would be a small change.
Best regards,
Thomas Wagner

Call Center Design for 40 agent

Dear All
I want your help for design Call Center Solution include 40 agent ,this is my design but i want advice and comments for any changes should i do ?

Chris is correct about UCCX no longer being supported with CME. It never worked that well in any case!
Another issue from your diagram is that the MCS7845 server is no longer available and UC 10.x software only runs under VMware.
The Business Edition 6000 solution would be the best platform for your requirements.
http://www.cisco.com/c/en/us/products/unified-communications/business-edition-6000/index.html

Trouble handling multiple calls

Can anyone explain to me why the iphone, after being in production since 2007, still cannot handle multiple calls properly? I am on one call, I take another call (and select put current on hold) and when I am done with the second call, I am locked into HOLD on the original. This is simply the latest in the most aggravating aspect of this phone. It is a phone FIRST and doesn't do multiple call handling well at all! It hasn't for the years I've been using iphones.
Am I alone in this frustration?

I have no problems taking the waiting call off hold.
Reboot.
Restore.
Restore as new.
Test after each step until it works.
Something is wrong.
It could be a carrier problem. What carrier are you using?

Handle multiple application by call tran. method ?

it is possible to handle multiple application by call transaction method ?

Hi,
Yes. A simple scenario is upload of Material and its relevant stock information. SO upload of material is one process and upload of stock for those material is another process. You can use the sessions method or Batch Input method to upoload data in multiple transactions as explained above.
Regards,
KK

Designing a Call Center for 4 agents

Dear All,
I've been assigned a task of designing a Call Center for 4 agents. I am very new to Cisco Contact Center, so I need your help in doing this.
Please find attached the proposal request from the client...
Thanks in advance...
Syed..

Sounds like you want someone to do your job for you, you might not get much luck here as this is a technical forum not pre-sales help line.
In either case look at Cisco Contact Center Express solution which supports up to 400 agents, it integrates tightly with CUCM so you need to ensure customer is already running appropriate version of CUCM. For call recording and workforce management you will need a 3rd party app such as Calabrio and there are others. If you are a Cisco partner and quoting this for customer and have specific questions (not BOM or SOW questions) you can reach out to Cisco PDI helpdesk.
If you have not experience architecting Cisco contact center solution I suggest you look for someone that does and can assist you, and most likely this will not be "free" assistance.
HTH,
Chris

Call Center Functions

I am in the process of determining if VOIP is more accessible and flexible compared to an existing, traditional PBX system. I cannot find whether VOIP provides the call center functions like a PBX system (i.e. call duration reports, number & times for an extension report, etc.) Also, I did not find any information in regards to calling pools, fall overs on extensions, etc. and if that is handled at the extension (phone) or in the call switching module. Any help or direction to more specific details would be appreciated.

The call center funtionallity is an addition to the IP PBX (CallManager is Cisco's IP PBX), and requires another application layer in your environmnet.
Cisco has 2 contact center applications, IPCC Express (up to 300 agents) and IPCC Enterprise for enterprise level customers, from architetural perspective these are completely different products, and off course prise is different.
Take a look a tht following linke for more information:
http://www.cisco.com/univercd/cc/td/doc/product/icm/index.htm
Most legacy PBX features are available on CallManager, you'll need to be more specific on "calling pools, fall overs on extensions".
take a look at CallManager documentation for more details:
http://www.cisco.com/univercd/cc/td/doc/product/voice/c_callmg/5_0/sys_ad/5_0_4/index.htm
HTH,
Chris

Suddenly calls stop coming to call center for 10 min and then it come back

Hi All;
I faced a very special strange problem where we are not used on it since we installed the CVP and IPCCE. While calls were coming to the GW and the IVR responds fine for the customer, then when the customer press 0 to be transferred to the call center, the call disconnected instead of being transffered to the agent, the problem stayed for 10 minute and then the system come back working fine without doing any thing (without doing restart or any other thing). Did anyone face such problem?
The GK model is 3845 and the IOS version is 12.4(15)T4 RELEASE SOFTWARE (fc2)
And the GW model is 5350 and the IOS version is 12.4(15)T7 RELEASE SOFTWARE (fc3)
The CCM is 4.2(3), CVP is 3.1(2) and the ICM is 7.2.6
About the network, it was fine and no errors in the logs regarding the network, also the IP Phones existed in a site and the servers (GW, GK, CCM, CVP, ICM) are existed in another site and linked togethor via network link. During the down, the CTI clients were logged in and the IP Phones were logged in (so all registered), that means the network link was fine and did not go down.
I appreciate if anyone can give advises for the reason of this problem and which things to check and from where could be the problem to avoid it from being happenning next time.
Any help?
Regards
Bilal

Bilal,
You may want to look at logs and describe bit more activity. So what happend if you try to re create the scenario and in that 10 minutes period when you make a new incomming call can you track it?
I hope you are not mentioning the activity of just one call.

Partner search in Call Center

Hello
We are using Call Center and IVR.
In the IVR customers are entering object ID that later is used to locate the partner via installed base.
The info transfered to the CRM using CAD.
My question is how to configure the Call center profile, to search for partner number using the object ID of installed base object.
Thanks Nachshon.

This is something that you can do .
i) Create a Call List with Assignement to the IC Orgnanization ( So that IC Agent can see it )
ii) Call List have assignment of Calls , with each individual Call Linked to a Business Partner and IC WebClient Script
iii) The IC Agent will Navigate to Call List View
iv) Pick a Call from the Call List and Initiate a Outbound call
v) The Associated Script is trigerred
vi) The Interactive Script have a Step that is linked to the Survey Questionnaire
vii) Based on the Survey Response , set marketing attribute to be added to a Target Group based on Segmentation etc ...
Hope this helps in forming the design. You can try this , if you have questions around config I can certianly help.
Edited by: SKP on Mar 24, 2009 6:11 AM

Installed base for call center?

Hi,
for the CIC implementation where we are going with typical call center functionality where agents handle incoming calls with inquiries and complaints, do we need the installed base? can anyone comment?
we dont have any returns or warranty for our products
we sell them, if there is a prob, we resend the product again and customer can keep both...
thanks,

Hi,
Installed base is basically required to keep track of products installed at customer place.
If you can verywell identify your customer place where product is installed.
for eg.
if you install 100 printers at say XYZ company, but this 100 printers may be installed at different branches of XYZ company, it may be across different cities.
This information you cannot capture for all the 100 printers sold in any of the masterdata.
Thus you can use installed base to keep a track, how may printers installed at what location.
During incoming call u identify the BP i.e XYZ ask for the location or printer serial number (Use Individual objects in CRM) to track the printer.
If you don't have such complex scenario and also you don't need returns or warranty so u can do without installed base.
Best Regards,
Pratik Patel
<b>Reward with points!</b>

The inbound calls to our call center is drop after putting it on hold or transfer

Dear All;
Good day
The inbound calls to our call center is drop after putting it on hold or transfer the call to another agent. The MOH file is playing till 21 sec only then call drop . the agent cant resume the call again. The MOH file is running from Gateway (multicast).
No problem in outbound calls.
I urgent need you help
Should you require any more information , please do not hesitate to contact me.
Thanks & Best Regards,
Muhammad Fathy,
IT Network Manager
ALEXBANK
A subsidiary of Intesa Sanpaolo Group
Head office: B210-F1, Smart Village , KM 28 Cairo-Alex Desert Road, Egypt.
Cell:      +201017288844.
Office: +202-35311300   Ext: 8090.
eMail:   [email protected]
i To maintain a paperless environment, please don't print this e-mail unless you really need to.

Typically you have a codec or media resource issue to track down. IE, MTP, region, location, gateway trunk to trunk to call or something in that area.   Bypass UCCX and do the same call without this app... does it happen with a normal call?

FTE and volume based billing for a call center operations

hi,
we have a call center handling operations only for intercompany customers (means no external customers). And we want to go for a solution based on two business processes. first one is FTE (Full time equivalent) and the second is volume based billing (based on how many tickets received between a time period).
The solution approach will be to create cost centers to track costs and billing through normal SAP sales order.
Can anybody guide me through the process here with some explanation or documentation related to this?
Thank you all

hi,
this is to inform you that,
create a master contract - 1st step.
create a value and a service contract - 2nd step.
link this two low level contracts to master contracts.
different pricing procedures will be there for value and service contracts each.
the process flow of this is :
1. for value contract : MASTER CONTRACT - SALES ORDER - DELIVERY - BILLING.
2. for service contract : MASTER CONTRACT - SALES ORDER - BILLING.
hope this clears your issue.
please let me know if you have any doubts on the same.
balajia

FSCM Biller Direct Call Center Payment Log

Hi,
We are using Biller Direct and Biller Direct Call Center for our dealers/customer AR processing.
Biller Direct is used by our Dealers to see their account balance and post payment online through Biller Direct web portal.
Biller Direct Call Center is used by our Account Receivable team to see our dealers account balance and to post payment with authorization from our dealers.
The main question is:
How can we see the deatilpayment log/detail on transaction posted through Biller Direct Call Center? Our AR team needs to identify which user from AR team that perform a specific payment. Please advise.
Is this something that can be setup through XCM or R/3 configuration?
We need to get the detail of "User ID" and "Date & Time" that a payment is done through Biller Direct Call Center.
I tried to look from the document changes on AR line item detail of the billing document that got paid. But, the document changes is only showing that user BD_POOL made the payment posting. The user id is setup in XCM for posting any transaction into R/3.
Appreciate your help in advance.
Thanks,
Markus

Mohit,
Let me try to answer your questions:
u2022 What accounting entries are passed from SAP perspective and at what points in time?
A) SAP will post a CREDIT to the Customer AR item and a DEBIT to a Credit Card Receivable account when the payment is posted in FI. The DEBIT to the Credit Card Receivable account is included in the nightly Settlement run to be sent to the Processor for a deposit request.
u2022 How are charges levied by banks / financial institutions handled or can be handled?
A) There are Processor charges for authorizations and other services such as Fraud checking as well as the INTERCHANGE fee that is a percentage of the Settlement amount. This could be anywhere from 1.5% to 4% of the Invoice amount depending on the type of transaction and the agreement with the Processor.
u2022 How any fees / charges imposed by network processors / clearing houses handled on a transactional basis?
A) The processor will assess and collect these fees, typically on a monthly or daily basis and provide reporting to the Merchant regarding the fees charged.
u2022 Is this something which Standard SAP Config can accommodate and if yes where exactly? If not what custom development route is appropriate?
A) Standard SAP does not have the ability to assist with Settlement reconciliation or recognition/assignment of processing fees. This must be accomplished through Manual postings.
u2022 Does addition of third party providers like pay metric for interface plug-in help in segregating and processing of credit card charges any better?
A) Yes, ISVs such as Paymetric which provide integration between SAP and the processors do provide additional SAP and external reporting and functionality to assist with the reconciliation process and in determining the processing fees.
Regards,
Eric Bushman
VP, Solution Engineering

Listen to conversation in a call center

Hi and thanks for your help!
I would like to know if this is possible to listen to a talk between a customer and a employe directly from a phone that is own by a supervisor?
I have seen this:
http://www.cisco.com/c/en/us/td/docs/voice_ip_comm/uc_system/UC6-0-1/features_apps/CMmonrec.html
witch is a method to do the above , but it require a program on a PC or it record the line.
What we would like is to listen to the line that is in use by a agent inside the organisation by a phone like you would do on an analog phone went there is 2 phones and by the simple way of grabbing it you could be able to listen to the conversation.
The client is using a Cisco UC520 Phone with SPA 500 series phones.
thanks alot.

Hi Simon,
That's a feature mostly use by Call Center but CME has feature called Barge to be able to force a conference between two phone but both phones need to have a share line.
The best way is to use UCCX (Contac Center Express), it has a feature called Silent Monitor to be able to listen calls from agents:
Silent Monitoring. CSD allows a supervisor to silently monitor agent calls. It can be configured whether the agents are aware or unaware that they are being monitored.
http://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/crs/express_9_02/design/guide/UCCX_BK_C39FDB35_00_cisco-unified-contact-center-express/UCCX_BK_C39FDB35_00_cisco-unified-contact-center-express_chapter_01.html
Regards

Agents handling multiple IVR/Call center calls

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