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

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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.

CTIOS: Call ended for all agents

Hello,
I have recently upgraded UCCE system from version 8.0 to v9.0
A week later (Today), an incident occurred twice a day:
At a certain time, all calls (with all the agents) got disconnected. The message Call Ended displayed at CTIOS desktop.
Then the call center went back to normal activity.
I tried to dumplog jtapi and call manager pim logs, as well as cti logs.
I also observed CVP logs at the time of the issue but I can't find anything significant
What could be the issue?
Thanks,
Sahar

Hi,
I have gone through the logs and couldn't figure out the problem. As i can see the calls are presented to Agents even during the mentioned time(12:50 to 12:55). Kindly let me know if you still facing the problem, If yes check your network connectivity once and forward us the same set of logs with appropriate time zone or give the ANI or Agent details to narrow down the search.
Thanks,
Ganapathi.S

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.
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<b>Reward with points!</b>

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.
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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

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

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.
Also, if you go to File/Project Properties you can set the default action for "Initial Photo Placement" to Fint, Crop, or Ken Burns.

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

How to send a Announcements in CRM WebUI for Call center role.

Hi
In some cases if we are shutdowing the prodcution server we want to send a group message to all the users in call center.
How to do this.
Please suggest.
Regards
Hanu M

Hi,
in the IC_Webclient and in the CMS-Role you could use broadcast messaging for this.
your message is displayed on the bottom of the screen as ticker.
Add in SAPGUI a new favorite
BSP-Application: BSP_BROADCAST
Start-Page: abap_broadcast.htm
Kind regards
Manfred

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

In-app vs 3rd party service purchases for call center

Dear Support
I am creating a service that gives an opportunity for a user to have audio / video consultation with a specialist sitting in my real-world call-center. My service has a web interface as well with the same functionality as the mobile app.
To be able to get a consultation user should buy "consultations" from either mobile app or website. Consultations purchased from web should be available in application for the same user and vice versa. So basically mobile application is just an extension of my business.
Could you please advice should I use in-app or external payment gate in mobile app ?

aasmbat wrote:
Dear Support
My service has a web interface as well with the same functionality as the mobile app.
Then an app isn't necessary according to the App Store Review Guidelines
https://developer.apple.com/appstore/resources/approval/guidelines.html#function ality
2.12 Apps that are not very useful, unique, are simply web sites bundled as Apps, or do not provide any lasting entertainment value may be rejected.
The guideline does say "may" but your reason for having an app seems a bit weak.

Please tell me basic trouble shooting for one call answered by two agent in UCCEnterprise?

Hi,
We using UCCEnterprise. Last day we faced the issue from customer. Issue is "One(same) call answered by two agent?"
Please tell me what are the basic steps I need to follow to resolve this issue.
Thanks and Regards,
Gopi
[email protected]

Is this an one-off occurrence ?
This is quite complicated to troubleshoot and would probably require traces to get into the details.
But yes under certain scenarios this can happen.
Here is one potential scenario that might have happened.
Call comes in from PSTN to the gateway
The gateway sends an admission request to the gatekeeper
The gatekeeper returns the CVP server 1
The gateway extends the call to the CVP server 1
For some reason CVP server 1 does not reply immediately (network delay) so the gateway thinks it is unreachable
The gateway request another CVP server from the gatekeeper
The gatekeeper returns CVP server 2
At that time CVP server 1 sends a reply to the gateway
We might end up having the same call landed on two agents.
However the above is just a scenario and it might not apply in your case. Detailed call flow analysis, version of all the systems involved and detailed tracing from all the components are required to be sure
Regards,
Christos

Kudos for a Verizon Call Center rep?

Just wondering where I can go or who I can talk to in order for a certain call center rep to get some deserved recognition. I have filled out customer surveys, called different folks within Verizon Wireless and still no result. I am now beginning to wonder if Verizon really cares about their employees like they say they do.
Here is the situation:
I had decided to leave Verizon Wireless after about 10 loyal years with them. First, when the "new every two" plan was discontinued it was and still is, a very sore spot for me and a lot of other longtime customers. Then, back in 2011, some "genius" decided we customers needed to pay $2 to pay our bill online. What a frigging farce. Hell, verizon, if you want $2 more a month, then raise the rates, be honest with the customer and be done with it. I hope the stupid s.o.b. that tried to implement this idea is now on the unemployment line. How frigging stupid can you be?
I had actually went to the point of purchasing a Straight Talk phone. I had planned on using this phone for a couple of months to see if it would do what I needed as far as phone and text service. I had a problem trying to activate the phone. I was scheduled for a cruise during this time frame and could not finish the activation. While on the cruise I was ranting and raving about Verizon Wireless. Sitting at the same table I was at was a lady who finally identified herself as a call center rep. She was very polite, explained that even though she was on vacation, she still had a responsibility to make any Verizon customer happy and to try to solve the problem, if she could. Now here we are, out in the middle of the ocean, hundreds of miles away from land, no cell phone service there, and this crazy lady is trying to solve my phone problems. Talk about dedication!!!!! End result, she made some suggestions for me to try once I got back home. I did what she suggested. Much to my surprise, everything pretty much fell into place. I added an additional internet line, allowing me to discontinue HughesNet. I also upgraded my phone to an IPhone, which is a really easy phone for us old folks to use.
As a result of the time and dedication this person took, not only did Verizon Wireless continue to keep me as a customer, I actually increased the amount of services I get from them. All because some lady, on vacation, literally in the middle of an ocean, took the time to listen to a crazy old man ranting and raving.
She truly deserves to be recognized not only by me, but by Verizon Wireless. She works out of Huntsville, AL.
Who can I contact to make sure she gets the pat on the back she deserves?

I am really glad to hear such a positive outcome for a possible bad situation, here is contact information that may help you voice your positive feedback.
Verizon's Corporate Office Headquarters in the USA:
140 West Street
New York, NY 10007
Corporate Phone Number: 1-212-395-1000
Corporate Fax Number: 1-212-571-1897

Why was my account charged 80 cents for a call tha...

Why was my account charged 80 cents for a call that was not answered. I would like an answer from someone.
Carl.post2

You're not talking to Apple on these forums.

Hi, is there a support for development ? I have a idear for a docking station. But i want to know some more details about the licence from apple and so on. Is there a special call center ??

Hi, is there a support for development ? I have a idear for a docking station. But i want to know some more details about the licence from apple and so on. Is there a special call center or can i call the normal support for my country ???

For liscensing of iOS related hardware? You'd need to contact the Made For iPod Program.
<http://developer.apple.com/ipod/>
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Designing a Call Center for 4 agents

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