[cisco-voip] IPCC with Remote Agents

[CarlosOrtiz at bayviewfinancial.com]

Jonathan,

Sorry I don't have an answer to your question but was wondering .....

1) Have you done this before? 
2) If all calls are coming into the central location how do you get calls 
to the agents during a WAN outage?...PSTN?
3)What is B-CAD and Hlog? I was under the impression that there was no 
functionality for agents during a WAN outage.  What features do you 
have/lose?

I am interested in what it would take to set this up as our current setup 
is falling back to SRST but the remote agents only have dial in/out 
capability.

Carlos






"Jonathan Charles" <jonvoip at gmail.com> 
Sent by: cisco-voip-bounces at puck.nether.net
09/06/2007 12:07 PM

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Subject
[cisco-voip] IPCC with Remote Agents






I am doing a design for a customer with remote agents... The CCMs and
IPCC are at a central site, and they have agents at remote sites
(across this hemisphere, Mexico, US, Canada).

I am concerned about the WAN (T1 between sites), and in the event of a
WAN outage, I want some method to provide some functionality for the
call center agents.

The calls all come into the local site (not over the WAN), and I want
to implement either hunt groups or B-ACD on the SRST gateway.

If I keep the gateways H.323, I can just do a CME installation at the
sites, and have them as an SRST reference on CCM (so, in the case of a
WAN failure, the phones will fail to the CME and get the B-ACD and
retain at least some call center functionality).

That way, in the event of a WAN failure, the phones will register to
CME, the agents will log into their phones (HLOG), and still get
calls.


So, here's the question:

Is this the best way to do this?

Would it be easier to use hunt groups with SRST?




Jonathan
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