[cisco-voip] IPCC with Remote Agents

[CarlosOrtiz at bayviewfinancial.com]

Did you make a decision on your design?

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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