[cisco-voip] Contact Center Products

[Granger, Simon]

Hi

In our organisation we have 3 UCM clusters, one in America, Europe and Asia

At present there are 3 IPCC servers registered to its own logical UCM Servers.

In Asia there are 4 agents, in Europe there are 10 agents and in the US there are about 40 agents, so a fairly small scale setup.

They are looking at creating a 24* 7 Service Desk, with preferential treatment to where you call from (so us staff would get answered by a US agent) with the overflow hitting the European agents.

Can this be done in IPCC Express each with its own server? Or if we had to go to the enterprise route where all 3 UCM's are registered. If this is the case are there different versions of enterprise you can purchase as we are not a large call center


Thanks


Simon Granger
Senior Server Specialist


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