Agents problem

Submitted by zanghe on March 2, 2010 - 12:53pm

We are using a Cisco Contact Center. For saving money we just brought license for 40 computers (soft phones). But there are more than 100 agents, so 3 agents must share 1 license.

So that when we are using MiaRec to record all calls from our Contact Center system, MiaRec cann't recognize who is using the computer. It is so difficult for us to manage our agents and store the records.

May you have any solution to solve that problem ? May be using a client tool which is setup on each agent's computer, then MiaRec can store theirs records correlate agent's name.

Thanks in advance.
Submitted by support on March 2, 2010 - 1:55pm.

There is no solution as for now. But we can analyze your requirements and, probably, provide a solution.

 

Please, clarify:

  1. All three agents use the same caller-id (extension).
  2. Is computer used by 3 agents at the same time? Or at any time only one agent can use a computer with softphone.
  3. Each agent uses own account on a computer. Or all 3 agents login to the computer with the same account?
Submitted by zanghe on March 2, 2010 - 4:27pm.

1. All three agents use the same caller-id (extension).
-> Yes, all 3 agents use the same caller id .

2. Is computer used by 3 agents at the same time? Or at any time only one agent can use a computer with softphone.
---> No, agents work on shift (3 shifts), at any time only one agent can use a computer with softphone

3. Each agent uses own account on a computer. Or all 3 agents login to the computer with the same account?
---> All 3 agents login to the computer with the same account, the computers work 24/24 a day.

If you can provide the solution for this, we will buy MiaRec business right away (about 50 licenses and more - for my company's branch).
Thanks so much.
Submitted by support on March 3, 2010 - 12:46am.

Do you mean following:

We develop a small program, which is running on desktop computers.

Everytime the new agent starts working on that computer, he enters manually his name to that program.

The program itself sends that name to MiaRec server, where the name is stored in database.

So, all following calls, which are made from that computer, are stored with the name of agent.

 
Submitted by zanghe on March 3, 2010 - 3:22am.

yeah, that's exactly what I mean ^_^.
Is it possible ? How long dose it take you to deploy that small program ?
Thanks.
Submitted by support on March 3, 2010 - 12:30pm.

Yes. It is possible to develop such small program and customize MiaRec web-interface accordingly.We will contact you directly by e-mail to discuss further the requirements.