[cisco-voip] IPCC with Remote Agents

[CarlosOrtiz at bayviewfinancial.com]

Ahhh.  I read your post incorrectly.  My challenge is different business 
units spread all over and sharing offices amongst themselves to complicate 
the matter.   I kind of like the idea of a second cluster as an SRST 
reference but that would be tough to keep up with administration 
wise...especially with IPCC in the mix.  Let us know what you decide on. I 
still would be interested in the proposed best solution.

Carlos



"Jonathan Charles" <jonvoip at gmail.com> 
09/06/2007 01:30 PM

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Re: [cisco-voip] IPCC with Remote Agents






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 


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[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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