Best phone type to use in Call Center

[98Converter]

Hey all,

We're trying to decide what the best phone type is for our call center. We currently have 6416's deployed on all the agents desks, but we're wondering if there is a better solution - besides IP based solutions.

Thanks,
Chris

 

[dmoore7648]

6416's are good phones and we use them in our call center. Callmasters are also good phones but a little more costly. What issues are you having with the 6416’s?

 

[98Converter]

Well, we're not really running into any specific issues. We were curious if there was something better out there that we should consider. We're preparing to open another call-center, staffing upto 300 agents and wanted to make sure we invested in the best solution.

Question: Is there a way to activate q-lights upon login? Or is that just availabe through the Vu-Stats button?

We randomly have to change q-lights on phones based on which agent logs in, and what skill he belongs to. It's one of those little annoyances.

Thanks,
Chris

 

[dmoore7648]

6416 phones are good phones and relatively inexpensive. Callmasters are a little better but more expensive. From a cost standpoint I would stay with the 6416's.

Unfortunately the buttons are tied to the physical phone itself not the login ID's. If you need more buttons and lights on you phones then look into buying the 6424's. Same phone only more buttons. This way you could put all the Q's on one phone. (Depending on how many you have)

 

[AvayaDude]

I have 500 of the 2420 Avaya phones and haven't had any problems. I believe the price is approx the same as 6416s

 

[ReallyRotten]

In our center we use CallMaster V phones. They are only about $50 more than 6416s and allow for double jacking.

 

[Communicentrix]

After deploying a number of Call Centre's over here in the UK, I've found the 6416's to be the best option from both a cost & function perspective.

 

[orypecos]

The 6400 series phones have a adjustable display that Callmasters don't, if u can get the adjustable display to stay in place! That is a advantage if the agent is short or has a glare problem. But I don't know of any 6400 series phone that has the recorder interface that is available with the Callmaster, if that is something that u need. I wonder how long Callmaster sets will be around too. If u need sencond hand 6400s there are lots on Ebay. I can't remember seeing callmasters there.

 

[GMinTX]

We use callmaster V's. Reason I like them, you can connect a headset + handset without the extra interface "box" and power supply. Will also take a external conference speaker unit if you connect a power supply in line.

Clear removable face cover makes it real ease for clean up.

 

[CBB]

If you have a VOX recording system you might want to stay away from 6400's and opt for the Callmaster.
If you don't care if the phones look a little older the Callmaster III is a great phone it still uses the P10 two prong headset adapter but it is a 2 or 4 wire set. So you can use it with a TN2181 or TN2224.
In my opinion it can't hurt to go with the callmaster and it certainly helps since you never know what else you might add in the future (vox recording etc)
PS you can get refurbed Callmaster III phones for between $100 - $150. Which I think is cheaper than I have seen 6400's for.
Email me at cburroughs@mannatech.com if you have a hard time finding a good price on phones I know of a few vendors that are real cheap.