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Tony

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Call Concentrator implementation
« on: January 01, 1970, 12:00:00 AM »
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Hello,

Anyone have any ideas how long it takes to implement Call Concentrator? This would be bare minimum with no special filtering of any of the tables. Also do you use Brio for pulling the information from the Call Con DB?

Thanks,
Tony
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Superglide

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Call Concentrator implementation
« Reply #1 on: January 01, 1970, 12:00:00 AM »
About an hour.........

Install and setup an empty (but huge) database
Install Call Con...Daps etc
Configure (very easy)
and all done...

It really is as simple as you want to make it......But do be careful...there are no automated tools to manage the database size..and it grows very quickly in our Call Centre (1000 seats)

Cheers....Drop me an email if you want to know more...
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Superglide

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Call Concentrator implementation
« Reply #2 on: January 01, 1970, 12:00:00 AM »
Ohh...and you can use any tool you want to extract the information....we happen to use the Brio we have for Historical reporting...
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Vic

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Call Concentrator implementation
« Reply #3 on: January 01, 1970, 12:00:00 AM »
Implementing CCOn takes about... 10 minutes :)
It is actually thinking about what kind of data you want to see from CCon that takes the most amount of time.

But it is less engineering and more of a reporting job.
Just make sure you got the right specs for the machine CCon sometimes has a tendency to eat a lot of memory if you have a lotf of calls.
How big is the call center?
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Tony

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Call Concentrator implementation
« Reply #4 on: January 01, 1970, 12:00:00 AM »
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    • Hi Vic,

    The Call center consists of two sites with about 150 agents at each site. Do you see any issue with running across the WAN as we will need to connect to the TServer in the other site?

    Tony
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    Tony

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    Call Concentrator implementation
    « Reply #5 on: January 01, 1970, 12:00:00 AM »
    Hi,

    Did you have to buy a seperate license to use Brio to extract from CCon DB? We only have license for Datamart. How do you limit the size of the Call Con DB?

    Thanks,
    Tony
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    SuperGlide

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    Call Concentrator implementation
    « Reply #6 on: January 01, 1970, 12:00:00 AM »
    Hi...Not too sure about how the licensing works, so it may pay to ask around. The size of the Database is controlled via some home grown SQL scripts that limit the data collection to a total of 30 days in our case...Basically a select ststement where date is 30 type thing will work...

    Oddly enough if you need Agent login/logout reporting which is enablled within Tserver (I think) it actually writes directly to a specific table within the Call Con system...

    What exactly are the business hoping to achieve through this?... The main driver here was from the techo guys who thought it would be good for detailed problem tracking etc....yet the normal log files are always used anyway...so go figure..

    Graeme
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