CC Elite 1

[VNS1000]

Well can anyone explain what CC Elite is on a G3v6si?
I know it has to do with the Call Centre and agents.

We have 500 available agent logins but the porosed upgrade from version 6 to version 9 will only give us an upgrade for 100 agents. Is upgrading this 'CC Elite' necessary?

Thanks

 

[mcopini]

The main thing in CC Elite is Expert-Agent-Selection, or EAS. Right now, if you're on CC DeLuxe, you should have Call-Vectoring and ACD, using BCMS-Vu agent-logins. EAS offers easier Agent administration, but more important; more options on Call-center call handling. For a complete description of EAS, if have a nice little document for you explaining everything in readable (!) English.
E-mail?
Kind Regards,
Maarten Copini

http://www.effecta.nl

-Please let fellow members know if their post was of any help-

 

[PDHall]

Just a point of addition to the above:
EAS gives you the facility to implement skills based routing so depending upon the number of products and call types it may well be a valuable addition

 

[jimbojimbo]

Going to call center elite is not necessarily mandatory. The question is do you currently have expert agent selection on the system parameters customer options form stroked "Y". If so then the upgrade carries the call center with it. There is an associated upgrade material code/cost. The "500" agents is a switch default setting, may not accurately reflect what you are authorized for, and you may only have Call Center Basic. It sounds as if the proposal is to upgrade the switch to R10 or 11 (R9 is no longer available and can not be sold legally as an upgrade) and "add" Call Center Elite for 100 agents.

Call Center Elite is a dramatic change. It provides numerous advantages over call center basic. The question is "what did you ask for".

James Middleton
Xeta Technologies
(850)235-2888

 

[Scott99]

Well we do have CC Elite and currently use EAS. The question which I should explained a little more clearly is why we would need to upgrade the current CC Elite when upgrading the system to R10?

What benefits does it bring and is it necessary?

Thanks for the input so far.

 

[europe]

It is absolutly NOT necessary.
You can upgrade the DEFINITY software towards R10, and leave the CC software at R6.
(The current software for CC is R9)

New features would be:

R7
ASAI Agents Work Modes
Announcement History Log
Expanded wait step capability (sec,min,hour)

R8
UUI byte limit increase
Dual link to CMS
Callmaster V native support

R9
ASAI/CTI enhancements
BSR Available Agent Adjustment (Most Idle Agent & Least Occupied Agent)
Duplicate Agent Administration
Holiday Vectoring
Remote Logout of Agent
VDN Service Observing Enhancements

note that if you would like to add agents (go from 500 to 550) you need to upgrade the CC software before Avaya can add agents. (it is their policy)

If you upgrade to R9 think twice before going from 500 to 100 agents. The more agents the lower the seat price.
A license upgrade for 100 agents is for instance $185,00 per seat, while with 500 agents you would pay $50,00 per seat.
If later on you would want to add agents a new agent from 100-200 would be $ 55,00 while you had those to begin with.

Hope this was usefull
Please let me know if the information that was provided is helpfull.
Edwin Plat
A.K.A. Europe

 

[Scott99]

Thanks Europe. I was told by a reseller that I had to upgrade the version of CC Elite. Now I know different. At leaqst I have to choice. I will look at the extra options available and see if its worht it.

Thx again

 

[mpls]

Europe,

I thought Avaya's policy is the Call Center software release must be within two releases of the MultiVantage (previously known as Definity or Avaya Call Processing) software release, but maybe I'm wrong. I remember this being a hot topic for a while, however.

-Arron

 

[europe]

Like I said:

note that if you would like to add agents (go from 500 to 550) you need to upgrade the CC software before Avaya can add agents. (it is their policy)

If you would like to add agents or migrate from DELUXE (without EAS) to ELITE (with EAS) you should have a CC release that is in the latest 2 releases. Currently R11 and R9.





Please let me know if the information that was provided is helpfull.
Edwin Plat
A.K.A. Europe