[cisco-voip] IPCC with Remote Agents

Thu Sep 6 14:43:29 EDT 2007

IPCC Enterprise allows for separated clusters.  There is a RTT ping requirement, but it is nowhere as restrictive as CCM cluster split (40ms).  I don’t have the exact number, but I know of customers that have an A side on one continent and a B side on another.

On top of that, CVP can take the calls at the edge and can even be instructed on how to handle the calls if there is wan outage without access to a router or logger.

From: CarlosOrtiz at bayviewfinancial.com [mailto:CarlosOrtiz at bayviewfinancial.com] 
Sent: Thursday, September 06, 2007 2:15 PM
To: Matt Slaga (US)
Cc: Cisco Voip Mailing list; cisco-voip-bounces at puck.nether.net; Jonathan Charles
Subject: RE: [cisco-voip] IPCC with Remote Agents

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> 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 

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"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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