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Archive for the ‘Arc Solutions’ Category

Arc Premium Supported on VMWare ESXi & ESX

October 18, 2011 Leave a comment

Hi All

If you didnt already know, the Arc Premium software is supported on VMWare using ESXi & ESX 4.0

Full testing has been completed and the latest versions of the software 5.1.2, 5.1.2(SR1) and 5.1.3 are supported.

Read more from the following link

http://www.arcsolutions.com/asia_pacific/pdf/enterprise/Arc-Solutions-VMWare.pdf

Enjoy….

The Voice Man

Arc Console Screenshot

October 18, 2011 Leave a comment

Hi All

Below is a screenshot of the Arc Console which looks like the latest version 5.1.3

Lots of colours, but as we know lots of features also

Enjoy…

The Voice Man

Arc Call Recording

October 18, 2011 Leave a comment

Hi All

Recently Arc Solutions have released a call recording software package. This enables calls to be recorded and monitored on a full time or adhoc basis. Combine this with the Arc Operator console and you are able to provide a recording option for all inbound and outbound calls within your organisation

Key Features:

  • Automatic full-time call recording
  • On-demand recording
  • Triggered call recording
  • Real-time silent monitoring
  • Fast search and playback of recorded calls
  • Integrate with business applications
  • Individual and group access rights
  • Screen Recording

The product can also be used as a standalone recording product and be used for with UCCX as an alternative recording platform which is cost effective and easy to manage.

Enjoy….

The Voice Man

Arc Operator Console – Direct Transfer Options

October 18, 2011 Leave a comment

Hi All

Within the Arc Operator Console there are a number of registry parameters that if changed offer some great features. One of these relates to the Caller ID when an Arc Operator completes a direct transfer to a internal user.

By default the registry setting “Direct Transfer” is set to off meaning that if a Operator blind transfers a call it will present the operators extension to the person receiving the transferred call. In many cases this is not the preferred option as the user would like to see who is calling them and where the call originated from.

To achieve this Arc have the following registry entry which when changed to “Internal” will present the end user with the Caller ID of the originating person rather than the operators extension.

HKEY_LOCAL_MACHINE\SOFTWARE\Arc Solutions\Call Connect\Operator\Defaults\

Once applied the operator will need to log out of the console software and then log back in.

Please note it is a requirement that the Operators have full rights to the Arc Solutions registry folder

Enjoy….

The Voice Man

Arc Premium – Operator Console

October 18, 2011 Leave a comment

Hi All

So as you may or may not know the Cisco Attendant console product is no longer available and from about CUCM 7.1 the Cisco Attendant Console option was removed from the GUI interface.

At this time Cisco and Arc Solutions joined forces and now Arc Premium is the preferred Operator Console software for Cisco Communications Manager.

Arc Solutions have worked with Cisco to produce some OEM based versions of the product

Cisco Unified Department Attendant Console:
Designed for team-based answering functions within large enterprises with support for up to two operator clients and up to 150 Cisco Unified IP Phone users per attendant console system

Cisco Unified Business Attendant Console:
Designed for mid-sized businesses with support for up to six operator clients and up to 500 Cisco Unified IP Phone users per attendant console system

Cisco Unified Enterprise Attendant Console:
Designed for larger enterprises with support for up to 25 operator clients and up to 100,000 Cisco Unified IP Phone users per attendant console system

More Info

http://www.cisco.com/en/US/products/ps7282/index.html

The above versions provide basic attendant console functionality however one of the key downsides to these Cisco OEM based versions is that they dont provide Messaging functionality, for example in queue messaging or an after hours message.

Arc Solutions provide this functionality as an add on module called Voice Connect(not available as an addon with the OEM versions), therefore you can use the Arc Premium console and also use the Voice Connect module to provide additional functionality for In Queue Messaging, Welcome Messages, After Hours Messages and this module also allows for IVR configurations to provide options to users calling into the system.

More info about this product can be found on the Arc Solution website

http://www.arcsolutions.com/asia_pacific/solutions/products/arc_premium.aspx

More information to come for configuration and troubleshooting assistance for this product

Enjoy…..

The Voice Man