[cisco-voip] Call Center Software

[Jonathan Charles]

Oh, to try to preempt the next question, this was on CCM 4.1(3)sr3c, two
servers, Pub and Sub...



Jonathan

On 12/11/06, Jonathan Charles <jonvoip at gmail.com> wrote:
>
> I installed an IPCC 3.5 box and an IPCC 4.0(4) box right here, and both
> were active at the same time.
>
> During the migration from 3.5 to 4.0, we moved from a 7825 to a 7835.
> While the agents were taking calls to the 3.5 box, I installed and tested
> the 4.0 box, and reinstalled the CAD on the live users over a weekend and
> had them log in to the 4.0 server.
>
> During this time, we had a different application still running on the 3.5server until a few weeks ago (I migrated the app to
> 4.0 at that time).
>
> Different 800 numbers pointing to different translation patterns, to
> different CTI Route-Points and CTI port groups.
>
> No problem.
>
>
>
> Jonathan
>
> On 12/11/06, Ortiz, Carlos <CORTIZ at broward.org> wrote:
> >
> >  Not to beat a dead horse but have you actually installed multiple IPCC
> > Express instances against a single cluster with no ill effects.  If this can
> > be done then I think I would look at what you described below….  A
> > subscriber locally with an instance of IPCC.
> >
> >
> >
> > CArlos
> >
> >
> >  ------------------------------
> >
> > *From:* Jonathan Charles [mailto:jonvoip at gmail.com]
> > *Sent:* Monday, December 11, 2006 3:22 PM
> > *To:* Ed Leatherman
> > *Cc:* Ortiz, Carlos; cisco-voip at puck.nether.net
> > *Subject:* Re: [cisco-voip] Call Center Software
> >
> >
> >
> > 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
> > _______________________________________________
> > cisco-voip mailing list
> > cisco-voip at puck.nether.net
> > https://puck.nether.net/mailman/listinfo/cisco-voip
> >
> >
> >
>
>
-------------- next part --------------
An HTML attachment was scrubbed...
URL: https://puck.nether.net/pipermail/cisco-voip/attachments/20061211/b4aba2a5/attachment-0001.html