[cisco-voip] Use of AAR in UCCX environment

[Jason Aarons (US)]

Excellent point, how can you be in the Ready state with the WAN down and expect AAR to route Reserve the Agent and route the call to the Agent.  I don’t see in what scenario you would use AAR with Agents based on your comments.

Part of my problem is I’ve never used AAR, can you still have network connectivity but be out of bandwidth and still have Agent Ready but route somehow via AAR (split path?)?  Or for AAR does the WAN have to be down completely?

From: george.hendrix at l-3com.com [mailto:george.hendrix at l-3com.com]
Sent: Friday, September 24, 2010 1:16 PM
To: Jason Aarons (US); Anthony Holloway; Mike Lydick
Cc: cisco-voip at puck.nether.net
Subject: RE: [cisco-voip] Use of AAR in UCCX environment

I think in the scenario, you have to assume the agent at least has network connectivity to the UCCX/CUCM servers.  Otherwise, they cannot be in a ready status.  Also, if you are going to use AAR, I would assume you have a PSTN gateway at the remote site, otherwise where would you reroute to?  Also, as Jason said, if the agents don’t have DID, you would at least have to have available DIDs (1 per agent on the remote gateway) that you could translate the agent’s ext in AAR and use translations again inbound at the remote site  to route to the agent via the PSTN.

If you have a remote gateway and available DID’s, AAR should work (with digit manipulation).  To my understanding, AAR is strictly a CUCM function.  CCX is simply calling the agent via CUCM.  I don’t think CCX cares about how the call gets to the agent.

I think it is definitely worth testing out.

From: cisco-voip-bounces at puck.nether.net [mailto:cisco-voip-bounces at puck.nether.net] On Behalf Of Jason Aarons (US)
Sent: Friday, September 24, 2010 7:30 AM
To: Anthony Holloway; Mike Lydick
Cc: cisco-voip at puck.nether.net
Subject: Re: [cisco-voip] Use of AAR in UCCX environment

Would UCCX have Call Control once AAR kicked in and routed calls over PSTN? And without DIDs how would the PSTN route extensions among your sites then back to correct agent?

I’m wondering if there is anything in the UCCX Release Notes about AAR  being a unsupported topology.
http://www.cisco.com/en/US/docs/voice_ip_comm/cust_contact/contact_center/crs/express_7_0/release/notes/uccx701rn.pdf

I would open a UCCX TAC case as I’ve never seen anyone try this.

Is anyone using AAR with extensions?

Is anyone using AAR?


From: cisco-voip-bounces at puck.nether.net [mailto:cisco-voip-bounces at puck.nether.net] On Behalf Of Anthony Holloway
Sent: Thursday, September 23, 2010 11:23 PM
To: Mike Lydick
Cc: cisco-voip at puck.nether.net
Subject: Re: [cisco-voip] Use of AAR in UCCX environment

This is an interesting topic to me.  I am proficient in contact center, but not in AAR.  I would like to see what others have to say about this as well.  Thank you for the topic.

Anthony
On Thu, Sep 23, 2010 at 3:53 PM, Mike Lydick <mike.lydick at gmail.com<mailto:mike.lydick at gmail.com>> wrote:
Has anyone designed the use of AAR with callcenter agents that are dispersed over multiple locations. I can not see how this can designed effectively. Basics are you have 4 locations, all locations have agents, all locations also have standard users. The premise is to have AAR help limit bandwidth (reroute when necessary) but with agents this would not be a desired action as they do not have DID. Technically you could put all Callcenter resource in 1 location but that location would be spread over the WAN links and would defeat the purpose. Alternate plan would be to only enable AAR for the standard users and drop the bandwidth limits to leave a larger buffer for Agents.


Best Regards,

Mike Lydick

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