PBX / Phone Systems

[ChristianZS]

Are there any experienced people here, who are aware of any decent solutions which do ACD based routing?

[AAT1981]

ChristianZS said:

Are there any experienced people here, who are aware of any decent solutions which do ACD based routing?

Christian

Give me a call on 07943241241 and I will be able to help.

Regards

Alan

[dan101smith]

What scale are you talking, and what's already in place?

We use CCM 5.1 + ARC, does the job.

[mr_spock]

You can do it with Asterisk at low cost/free (almost). I had to put one in for our Ops centre when our Avaya implementation was delayed. You can use free SIP PC-based clients even, a VoIP provider for outbound (even inbound, I work for one, setup was pretty trivial).

Took me about a week to set up and fully configure, and I was pretty out of practise at the time.

[dcw@pr]

mr_spock said:

You can do it with Asterisk at low cost/free (almost). I had to put one in for our Ops centre when our Avaya implementation was delayed. You can use free SIP PC-based clients even, a VoIP provider for outbound (even inbound, I work for one, setup was pretty trivial).

Took me about a week to set up and fully configure, and I was pretty out of practise at the time.

took me a couple of days to setup our trixbox with 0 experience beforehand,but it is a simple setup

[ChristianZS]

I'm a little reluctant to go at the Asterix platform on the basis its open source really.

Currently in its place is a Meridian Opt81c(Fecking huge) with MIRAN,MAIL, and Symposium hanging off of the back doing ACD/Skillset based routing. Its got around 400+ extensions on it with around 160 of those being handled by Symposium with approx 120channels.

Personally I want it upgrading but others want rid!

[nekrum]

Take a look at the following, good products with good uk support and wont break the bank..

http://www.3cx.com/[/url] or [url]www.swyx.co,

[mr_spock]

If I was starting from scratch with a sensible budget I'd go Avaya. Easy upgrade to add features, stations etc., management is lovely, easy to add resilience, multi-site, remote worked etc.

[ChristianZS]

mr_spock said:

If I was starting from scratch with a sensible budget I'd go Avaya. Easy upgrade to add features, stations etc., management is lovely, easy to add resilience, multi-site, remote worked etc.

I already manage an Avaya Ip Office 406. The interface is nice but it seems to be lacking that all important skillset based routing! Hunt Group's are fine but we are used to having calls routed on Agent Priority.

Also looking at the spec sheets on Avaya`s I would need a whole cabinet for the size I require!

[Jubal]

You need a call centre. The features you want aren't really out of the box in any PBX. You don't really explain what's wrong with the Symposium you already have? That has skills based routing. Nor do you explain why you aren't upgrading to CC6 (assuming they can get it to work!)? If you really want to change vendors then you're as best to junk the Nortel telephony and buy Avaya or Cisco telephony etc. and overlay the appropriate call centre for an integrated solution. You could also look at third party call centre apps like IPFX which claim to work with Nortel.

[mr_spock]

ChristianZS said:

mr_spock said:

If I was starting from scratch with a sensible budget I'd go Avaya. Easy upgrade to add features, stations etc., management is lovely, easy to add resilience, multi-site, remote worked etc.

I already manage an Avaya Ip Office 406. The interface is nice but it seems to be lacking that all important skillset based routing! Hunt Group's are fine but we are used to having calls routed on Agent Priority.

Also looking at the spec sheets on Avaya`s I would need a whole cabinet for the size I require!

IP Office contact centre:

http://www.avaya.co.uk/gcm/emea/en-us/products/off...

Or get a used version of the bigger IP based systems. Or Asterisk

[ChristianZS]

Jubal said:

You need a call centre. The features you want aren't really out of the box in any PBX. You don't really explain what's wrong with the Symposium you already have? That has skills based routing. Nor do you explain why you aren't upgrading to CC6 (assuming they can get it to work!)? If you really want to change vendors then you're as best to junk the Nortel telephony and buy Avaya or Cisco telephony etc. and overlay the appropriate call centre for an integrated solution. You could also look at third party call centre apps like IPFX which claim to work with Nortel.

The current symposium system is sat on a old HP Server running NT4. Support and parts are pretty non-existant for the setup. Also the Mail System is EOL and not many companies are willing to provide hardware support without implementing an upgrade, Which I can understand.

I have a quote for around 80k to upgrade the Switch, Miran, Mail, and Symposium. If I could, It would be signed off tomorrow as I'm happy with how the switch and Symposium work. The cost of a new system is more than double that.

RE: Asterisk, I personally just dont feel 100% about it.

I think basically I'm wanting some re-inforced views to justify keeping that huge hulk of a thing in the comms room and have it upgraded!.

Jubal, Do you work for or run a comms provider yourself?

[Jubal]

ChristianZS said:

The current symposium system is sat on a old HP Server running NT4. Support and parts are pretty non-existant for the setup. Also the Mail System is EOL and not many companies are willing to provide hardware support without implementing an upgrade, Which I can understand.

I have a quote for around 80k to upgrade the Switch, Miran, Mail, and Symposium. If I could, It would be signed off tomorrow as I'm happy with how the switch and Symposium work. The cost of a new system is more than double that.

RE: Asterisk, I personally just dont feel 100% about it.

I think basically I'm wanting some re-inforced views to justify keeping that huge hulk of a thing in the comms room and have it upgraded!.

Hard to justify replacing it with the numbers you mention above. Have you looked at hosted?

[quote]Jubal, Do you work for or run a comms provider yourself?

I do. Email me via my profile if you want a chat.

[grumbas]

I've looked after both Mitel 3300 and Intertel 5000 systems in the last few years. Both will do what you want, but I think the Intertel is slightly more flexible, easier to manage, and the call centre management software far superior.

Having said that, I've only been up to 75ish extensions, not the 400 you mention.