[cisco-voip] IPCC with Remote Agents

[Jonathan Charles]

The calls come into each local site, the only calls coming into the central
site are for the central site. Each call center is essentially a little
island (different business units).

I have done a lot of crazy things with SRST before, having a different CCM
cluster being an SRST reference, and using CCME as an SRST gateway.

B-ACD is a TCL script for CCME that does Basic Automatic Call Distribution
and queuing. HLOG is a softkey that lets people log into a hunt group (for
BACD).



Jonathan

On 9/6/07, CarlosOrtiz at bayviewfinancial.com <
CarlosOrtiz at bayviewfinancial.com> wrote:
>
>
> 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
>   To
> "Cisco Voip Mailing list" <cisco-voip at puck.nether.net>  cc
>
>  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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>
>
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