[cisco-voip] Call Center Software

[Ed Leatherman]

In my case at least this isnt the only call center we have, there are other
call centers using the same IPCCX server. Having the call center number come
in at that site does kinda make sense though :) If I can convince them to
pay for a PRI that would actually be easier to set up also I would think.

On 12/11/06, Jonathan Charles <jonvoip at gmail.com> wrote:
>
> 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
> >
>

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