[cisco-voip] Contact Center Products

[Eric Butcher]

You can use called party or calling party number to make this decision.  Dennis is very correct, the most reliable would be called number (the number the person called to reach your call center).

>From there, as long as you have the proper routing in place between CUCM clusters, you can re-route the caller over to the European CSQ if the US CSQ is too busy.  The trick is knowing what happens when both CSQ's are busy (most likely your caller in the US gets stuck in the EURO CSQ waiting on an agent).

Enterprise might be the better choice.  I suggest contacting your local Cisco Account Team or Cisco Partner for guidance so they can provide a more informed set of options for you, based on the specifics of your business environment.


Eric Butcher
Cisco Unified Communications Engineer
CDW Professional Services
11711 N Meridian, Ste 225
Carmel, IN  46032
* 317.569.4282 - IP Phone
* 765.744.1458 - Mobile
* eric.butcher at cdw.com<mailto:eric.butcher at cdw.com>
http://www.cdw.com/


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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