[cisco-voip] IPCC with Remote Agents

[Matthew Saskin]

IPCC Enterprise doesn't support agents at a site where a WAN failure has 
occured.

That said, there are a few "workarounds" one could do - my initial 
thought would be to set up the instrument (or set things up in 
callmanager) so that calls to the agent go across the PSTN.  Then  it's 
a matter of having IPCC keep the agent logged on even though their 
desktop application (be it Cisco Agent Desktop, CTIOS, etc.) has 
disappeared.

-matt

CarlosOrtiz at bayviewfinancial.com wrote:
> 
> How is a WAN Outage addressed on the Enterprise product?  If you can't 
> see the Enterprise server what's the benefit?  Obviously the redundant 
> box is useful for seamless failover.   Can the servers be split?  Is 
> there a RTT ping requirement?
> 
> Carlos
> 
> 
> *"Matt Slaga \(US\)" <Matt.Slaga at us.didata.com>*
> 
> 09/06/2007 02:05 PM
> 
> 	
> To
> 	"Jonathan Charles" <jonvoip at gmail.com>, <CarlosOrtiz at bayviewfinancial.com>
> cc
> 	<cisco-voip-bounces at puck.nether.net>, "Cisco Voip Mailing list" 
> <cisco-voip at puck.nether.net>
> Subject
> 	RE: [cisco-voip] IPCC with Remote Agents
> 
> 
> 	
> 
> 
> 
> 
> 
> 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_* 
> <mailto:CarlosOrtiz at bayviewfinancial.com> 
> <_CarlosOrtiz at bayviewfinancial.com_ 
> <mailto: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_* <mailto:jonvoip at gmail.com>*>*
> Sent by: _cisco-voip-bounces at puck.nether.net_ 
> <mailto:cisco-voip-bounces at puck.nether.net>
> 
> 09/06/2007 12:07 PM
> 
> 	
> To
> 	"Cisco Voip Mailing list" <_cisco-voip at puck.nether.net_ 
> <mailto: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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