[cisco-voip] IPCC with Remote Agents

[Matthew Saskin]

Even if you split the A side and B side of the central controller and 
put the PG's at your remote sites, how do you make a remote site survive 
a WAN outage?

If the PG can't reach the central controller, all agents logged in 
through the CTI Gateway on that PG are going offline from the central 
controllers perspective - no calls heading their way.

I can't recall ever seeing any requirements for latency between A and B 
sides of the central controller, just bandwidth requirements.  From 
personal experience, I've had CC sides ranging from 8-10ms on up to 
~100ms apart from each other without any ill effects.

-matt

CarlosOrtiz at bayviewfinancial.com wrote:
> 
> This separated cluster is still the one that is doing the "simultaneous 
> execution" of commands correct?  I would have thought the requirement 
> would be as restrictive if not more restrictive for the seamless 
> failovers......
> 
> 
> *"Matt Slaga \(US\)" <Matt.Slaga at us.didata.com>*
> Sent by: cisco-voip-bounces at puck.nether.net
> 
> 09/06/2007 02:43 PM
> 
> 	
> To
> 	<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
> 
> 
> 	
> 
> 
> 
> 
> 
> 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_ 
> <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
> _______________________________________________
> cisco-voip mailing list_
> __cisco-voip at puck.nether.net_ <mailto:cisco-voip at puck.nether.net>_
> __https://puck.nether.net/mailman/listinfo/cisco-voip_
>  
> 
> 
> ------------------------------------------------------------------------
> 
> *Disclaimer: This e-mail communication and any attachments may contain 
> confidential and privileged information and is for use by the designated 
> addressee(s) named above only. If you are not the intended addressee, 
> you are hereby notified that you have received this communication in 
> error and that any use or reproduction of this email or its contents is 
> strictly prohibited and may be unlawful. If you have received this 
> communication in error, please notify us immediately by replying to this 
> message and deleting it from your computer. Thank you. *
> 
> ------------------------------------------------------------------------
> 
> *Disclaimer: This e-mail communication and any attachments may contain 
> confidential and privileged information and is for use by the designated 
> addressee(s) named above only. If you are not the intended addressee, 
> you are hereby notified that you have received this communication in 
> error and that any use or reproduction of this email or its contents is 
> strictly prohibited and may be unlawful. If you have received this 
> communication in error, please notify us immediately by replying to this 
> message and deleting it from your computer. Thank you. 
> *_______________________________________________
> cisco-voip mailing list
> cisco-voip at puck.nether.net
> https://puck.nether.net/mailman/listinfo/cisco-voip
> 
> 
> ------------------------------------------------------------------------
> 
> _______________________________________________
> cisco-voip mailing list
> cisco-voip at puck.nether.net
> https://puck.nether.net/mailman/listinfo/cisco-voip