I'm interested in participating in any discussion groups for users of Cyara Botium, or other Cyara products. Are there any users or groups out here that I haven't come across? Thanks ..read more

Hi Good Day All, Just a short intro, I have not been in the industry for over 5 years and I have been doing I.T part-time as consulting for the SMME demographic, I have been approached for an opportunity to get back into I.T by setting up a contact center from scratch for a funded BPO client. I have intermediate knowledge of hardware requirements for the complete infrastructure however my knowledge is from way back and would hope that a complete on-premise solution would be too costly and hybrid would be more cost-effective. I need some help guys for an infrastructure that would be able to tak ..read more

I'm interested to know your thoughts of us being "on call" whether that be on weeknights or during the weekends or even different shift patterns you may have. Also, do you have any rules for your on call (i.e only managers can call the number on weekends etc) or is it just a free for all ..read more

Aloha all... I've no idea if this solution exists... trying to find a cloud-based contact center (to replace our Cisco Finesse / CCX). It would be able to transfer calls from the cloud to internal Cisco Call Manager (version 14) extensions. Perhaps via an on-prem piece of hardware supplied by the vendor, a VPN, or an API driven solution. So far, the only solutions I've seen require that all agents involved in the contact center have a license (that makes sense), and any extension they want to transfer to must also have a call center license (or supplied DID from the vendor). We don't want to h ..read more

Hi All, I have the above virtual SBC running in our environment but don't have the password for our Admin account. I have found some information about using AcBootP to push out an ini file which resets the web admin password to the default one but not having any joy with it. Can anybody confirm if the AcBootP utility can be used on the virtual SBC or is this only for use with a physical appliance? Thanks ..read more

I've been dealing with a lot of End Users just reaching out to me directly over our VOIP or emailing me directly instead of our helpdesk email. When this happens my concentration gets messed up and some issues get lost in the noise and it creates problems.  How do you get your Users to stop contacting IT directly and go through the correct channels ..read more

Hi, I am new at writing reports in cisco webex contact centre analylser. I have a client who has intermitten adbandoned calls that they feel correlate with messages they play during the flow so before I make some suggestions on how to manage the high volume of abandoned I first I want to see if the evidence plays out to be true via writing a reporting. so what i want to see is if the call behaviour of people is as my client suspects. So i created the groups in analylser that are played in flow. i want to bring in abandoned calls and see if they abandoned when they heard the prompt directing th ..read more

Hi, We are looking at new contact centre software and have narrowed the choice down to 8x8 and Ringcentral. Is anyone currently using either of these? What have been your experiences? Good or bad. Any feedback greatly appreciated. Thanks ..read more

Hi Everyone, My apologies, if this is not the correct location to post this kind of request please advise or remove this post. Here is the situation, the current Mitel phone system our company uses, which has been very stable and which I support (acquired from the previous IT team) has come to the end of its life cycle, we are growing and as we expanding we need more lines, which Mitel won't sell to us unless we upgrade the system, so for over 1 year we have now been re-allocating less busy lines to other users on our call centre which need lines to deal with IVR calls, so we need to move to ..read more

Hi Everyone, My apologies, if this is not the correct location to post this kind of request please advise or remove this post. Here is the situation, the current Mitel phone system our company uses, which has been very stable and which I support (acquired from the previous IT team) has come to the end of its life cycle, we are growing and as we expanding we need more lines, which Mitel won't sell to us unless we upgrade the system, so for over 1 year we have now been re-allocating less busy lines to other users on our call centre which need lines to deal with IVR calls, so we need to move to ..read more