[cisco-voip] Call Center Software

[Ortiz, Carlos]

Is there a step by step guide for upgrading/migrating this way? Did you
have any issues migrating your queues or scripts?  I am looking to
upgrade to IPCC 4.x from 3.5.2 as well.  I have another server that I
could use to do this.  Sounds like a safe approach.

 

________________________________

From: cisco-voip-bounces at puck.nether.net
[mailto:cisco-voip-bounces at puck.nether.net] On Behalf Of Jonathan
Charles
Sent: Monday, December 11, 2006 3:54 PM
To: Ortiz, Carlos
Cc: cisco-voip at puck.nether.net
Subject: Re: [cisco-voip] Call Center Software

 

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
3.5 server 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 
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