[cisco-voip] Contact Center Products

[Dennis Heim]

Assuming you have separate numbers that folks call for each region, I would set the CSQ based on the number they called.

Dennis Heim
Network Voice Engineer
CDW  Advanced Technology Services
11711 N. Meridian Street, Suite 225
Carmel, IN  46032

317.569.4255 Office
317.569.4201 Fax
317.694.6070 Cell
dennis.heim at cdw.com<mailto:dennis.heim at cdw.com>
cdw.com/content/solutions/unified-communications/<http://www.cdw.com/content/solutions/unified-communications/>


From: cisco-voip-bounces at puck.nether.net [mailto:cisco-voip-bounces at puck.nether.net] On Behalf Of Granger, Simon
Sent: Tuesday, August 31, 2010 7:53 AM
To: cisco-voip at puck.nether.net
Subject: [cisco-voip] Contact Center Products

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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