Hi there, if there is anyone out there who can help me with a small project I am working on that would be great.
I am trying to setup a callcentre lab at work and have a few issues/questions if anyone can help. The project is to route 5 toll-free numbers to a call center. There are 5 applications. I am thinking of defining 5 Dialed Numbers to correspond to each Toll Free Number and Define 5 Skill Groups for the call center agents. Now I need to configure IP-IVR, ICM and Call Manager to work together to complete the task. (is anyone familiar with Cisco IPCC Lab Guide, should I use that as a starting point) 1. The first question I have is that Do I Have to User IP-IVR? I guess I have to otherwise there is no queuing capability. 2. If I have to use IP-IVR, what is the minimum configuration we need to do provide the basic queuing? 3. Do I need to define a CTI Port for each Agent Phone? What are therequirements we need to do on CallManager , IVR and ICM. 4. What is the relationship among CTI Port Groups, CTI Ports , CTI Route Points? 5. What is the exact process I need to do to configure the 6 or so trunks in CallManager to route the 800's to the IP-IVR? Thanks for all your help (unfortunately, I don't frequent the newsgroups much and would appreciate it if any responses be emailed to me at the address below) Andrew - CCNA [EMAIL PROTECTED] Message Posted at: http://www.groupstudy.com/form/read.php?f=7&i=58958&t=58958 -------------------------------------------------- FAQ, list archives, and subscription info: http://www.groupstudy.com/list/cisco.html Report misconduct and Nondisclosure violations to [EMAIL PROTECTED]
