[cisco-voip] IPCC with Remote Agents

[Matt Slaga (US)]

In a nutshell, if you need redundant functionality for remote agents
then ipcc express is not your product.  You really need IPCC enterprise
and CVP to really get this in it's fullest extent.

 

From: cisco-voip-bounces at puck.nether.net
[mailto:cisco-voip-bounces at puck.nether.net] On Behalf Of Jonathan
Charles
Sent: Thursday, September 06, 2007 1:30 PM
To: CarlosOrtiz at bayviewfinancial.com
Cc: cisco-voip-bounces at puck.nether.net; Cisco Voip Mailing list
Subject: 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 

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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