[cisco-voip] Call Center Software

[Ed Leatherman]

Carlos,

I'm working on a similar problem with a call center. The particular call
center in question is relatively small, only 8-9 agents at peak times. They
will be connected back to campus with dual gig-e connections, but are
concerned about keeping the call center up taking calls in the event of a
fiber cut or some similar service outage.

What we are currently trying to design is a way to use SRST to pick up the
phones in the event that they lose connectivity back to campus, and then
forwarding calls from the IPCC server to a bank of analog lines over the
PSTN into the SRST router, and then ring out onto the phones as a shared
line. This way they just need a small router on site running SRST and some
analog trunks from the phone company, rather than a couple servers sitting
around for CCM and IPCCX, as well as a voice gateway for their incoming
calls.

Not sure if thats an option for you or not, figured i'd toss it out. Depends
on how full-featured you need to be in a net-down situation I guess. We're
still working on the details ourselves.

Ed

On 12/11/06, Ortiz, Carlos <CORTIZ at broward.org> wrote:
>
>  The avg ping time to these 2 locations is about 4 ms so the good news is
> the circuit doesn't blow!  ;)
>
>
>
> The requirement for a local server is more political than anything, but
> both agencies want to be functional even in the case of a ring failure.  The
> only problem we have had with the ring in 2.5 years was once after a
> carrier upgrade.
>
>
>
> I thought that you were only allowed 1 IPCC Express instance per cluster.
>  Would installing other instances work but be going against best practices?
> If I can install multiple instances then that would solve my problem.
>
>
>
>
>
> Carlos
>
>
>



-- 
Ed Leatherman
Senior Voice Engineer
West Virginia University
Telecommunications and Network Operations
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