Genesys CTI User Forum

Genesys CTI User Forum => Genesys CTI Technical Discussion => Topic started by: yahoo on May 01, 2009, 08:24:08 PM

Title: CC Analyzer and Call Concentrator
Post by: yahoo on May 01, 2009, 08:24:08 PM

What is the different between CC Analyzer and Call Concentrator?  Why would you use one vs the other?

Thanks!

Title: Re: CC Analyzer and Call Concentrator
Post by: siddharth.taneja on May 02, 2009, 02:53:21 AM

First of all both are legacy products i.e. both have not been revised after 7.2.

You would use:

CCA: for getting report of how many calls were taken by an agent/ landed on a route point/ queue etc..., agregated NR timings, login timings etc.. (for aggregated reports on call center objects).

CallCon: for getting info on who took a particular call (on the basis of unique ConnID etc). However CCON also does not give you all the information cooked, you have to get your hands dirty firstly in configuring the database tables (attached data information) and then in getting meaningful info from database using queries.

These have been replaced by Interaction  Concentrator.

Still have doubts?

Title: Re: CC Analyzer and Call Concentrator
Post by: Gui75 on May 05, 2009, 05:36:35 PM

[quote]Why would you use one vs the other?[/quote]

I would never use CCON, it is not supported anymore.
It is bugged especially regarding multisite handling and Genesys never accepted to debug it.
You will not be able to get a fix on whatever issue you find.
So, avoid it at any cost. Use ICON instead, but I am afraid you will have to buy Infomart with it.

CCA is OK and still supported.

Title: Re: CC Analyzer and Call Concentrator
Post by: tony on May 05, 2009, 08:11:04 PM

Take a look at my Rough Guides - Number 007 and Number 011:

Tony

Title: Re: CC Analyzer and Call Concentrator
Post by: yahoo on May 06, 2009, 12:44:08 PM

Thanks a lot guys! this is excalty what i am looking for.