Microcall

[jbicking]

We are going to be looking at Microcall for our Call Accounting System. We have roughly 2000 extensions/Agent ID's to track and will be utilizing the Microcall web browser component for managers in our call center to access reports on their agents (to measure productivity).

Does anyone else use Microcall? How is it working for you? We are on the Avaya Definity 11.3. We'd be using a dedicated CLAN card for this. Have you had any issues with call storage? Have you had any issues with Microcall in general? How is their customer support?

Please let me know any feedback you have regarding Microcall. Thanks!

Jo Ann

 

[mikeydidit]

We have been using Microcall for around 6 months. We researched this and other systems for around 6 months before we made our decision. These people have the best tech support that I have had the pleasure to use in years. We have over 5000 stations here and have never had a problem doing anything we have needed to do with this system. Please leave me your e-mail if you would like more.


Mikey

 

[jbicking]

Mikey - Thanks for you input! Did you research Ecas at all? Ecas is the other product I've been researching. The thing that cinched Microcall for me was the fact that it didn't need a dedicated SQL Server - that saves $$$$! As far as capabilities, I thought they both were pretty close. How do you think Microcall stacks up against Ecas?

jbicking@omniumworldwide.com

 

[archer1300]

I have been using MIND CTI for CAS.

http://www.mindcti.com

 

[archer1300]

I have been using phonex by MIND CTI for CAS.

http://www.mindcti.com

 

[campyracr]

We've been using Microcall for 3 years now. We use a serial connection rather than a LAN. Kudos to them.

The software is fairly user friendly, although there are a few gotchas for more complex reporting.

Achiving is clever, once you know how it works. Tech support has been a godsend. They are very supportive of and knowledgable of their product.

Upgrades are customer specific, so plan on it taking some time. They use 3.5 disks.

The client install is a breeze, but the "client" application has less functionality than the server copy.

 

[n00benduser]

I have a G3i v11. I have been using Microcall for over a year. I came off of CAS for windows so Microcall is a step up. (Hell, a monkey with a calculator would have been better) The user interface is nice and the reporting a snap. The techs helped me setup the monthly reporting so it is basically hands off. I may dabble back into it though. I heard somewhere that it can be incorporated with ASA or DSA....

 

[jbicking]

n000benduser:

Yes, it does interface with ASA/DSA, so you only have one point of data entry. I believe the way it works is that you do you data entry into the switch and then do an export of that file (i.e., agent id's, stations or whatever) and import it into Microcall. We'd plan on doing our export/import on a nightly basis.

Thanks for your comments!

Jo Ann

 

[GroundRatt]

We have been using Microcall since the 80's....That should say it all. We have never had any problems with tech support.

 

[n00benduser]

I'm just lazy...I guess you answered your own question.