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Unified ICM & Avaya Communication Manager Call Handelling Issues

Unified ICM & Avaya Communication Manager Call Handelling Issues

(OP)
At present i have not been provided with a great deal of detailed information yet however i would appreciate some feedback on a customers predicament. The Customer has Avaya Communication Manager serving over 2 data centres serving 2 call centres. 1 Centre has 400 agents and another 50.

The customer has also Cisco Unified ICM to provide a call queuing solution so they don't require additional trunks as calls are queued on the network.

My understanding of this is the NGN's are delivered via the Cisco to the Avaya and in principle this works with no issues UNTIL when the customer wanted detailed reports or has peaks in calls sometimes with upto 500+ calls waiting compared to 50 and below at normal times. At the top end busy periods there is valuable calls lost due to customer hanging up or simply can not be accounted for. Im being told the reason behind this is because the handover time for the ICM to check availability on the Avaya and then hand the call over is adding an extra valuable seconds per call.

Also there is issues with the fact that call queue and abandoned stats are held in the ICM and agent info and call handling times are held in the Avaya making accurate reports for total call hard to produce.

There is also other issues with only having 30min reporting on the ICM and 5min on the Avaya as well as refresh rates being configurable down to 3s (safely) on the avaya with ICM webview only refreshing every 15s to a non configurable view.

Im trying to understand if the ICM in this situation is not fit for purpose because these issues can not be ironed out or there is simply a communication and configuration issue between the wto so all the refresh rates can match, reports generated by ICM will hold all the call information from trunkg to agent and the call handling in busy periods can be resolved.

The reason why the NGN's over Cisco ICM then onto the avaya is clear cut but im wondering if the customer has tried to save money and got a service that is not fit for purpose under these high call, strict reporting circumstances??

Many thanks in advance for your help

ACA - IP Office
ACS - IP Office
ACSS-SME

 

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