[cisco-voip] Call Center Software

[Jonathan Charles]

Why not use CME at the remote site, that way you can use a hunt group....
Actually, just connect the CME to the CCM cluster (or put in a new
subscriber), and put in a PRI at the remote location (if that's where the
agents are) and move the IPCC server over there (since that is where the
agents are...) and use this as a remote site (since that is where the (wait
for it) agents are).



Jonathan

On 12/11/06, Ed Leatherman <ealeatherman at gmail.com> wrote:
>
> 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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>
>
>
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