[cisco-voip] Use of AAR in UCCX environment

[Mike Lydick]

I think its possible to have a scenario that the agent would be ready but
bandwidth for given location is reached and AAR is occurring. We could build
alternate routes that could get to the agent ie hunt list but that removes
the call control. I suggest that a distributed callcenter environment is not
ideal environment for AAR when there multiple WAN links to consider. You can
not group the callcenter into one location because of this. If you put them
into site specific locations there is possibility of agent ready status with
AAR occurring.
On Sep 24, 2010 1:15 PM, <george.hendrix at l-3com.com> wrote:
> 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>
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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