[cisco-voip] Use of AAR in UCCX environment

[Dennis Heim]

AAR only kicks in, during out of bandwidth. AAR does not kick in because of a WAN outage.

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

317.569.4255 Office/Home 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 Mike Lydick
Sent: Friday, September 24, 2010 9:41 PM
To: george.hendrix at l-3com.com
Cc: cisco-voip at puck.nether.net
Subject: Re: [cisco-voip] Use of AAR in UCCX environment


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<mailto: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.
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> 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.
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> I think it is definitely worth testing out.
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> From: cisco-voip-bounces at puck.nether.net<mailto:cisco-voip-bounces at puck.nether.net> [mailto: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<mailto:cisco-voip at puck.nether.net>
> Subject: Re: [cisco-voip] Use of AAR in UCCX environment
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> 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?
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> I'm wondering if there is anything in the UCCX Release Notes about AAR being a unsupported topology.
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> http://www.cisco.com/en/US/docs/voice_ip_comm/cust_contact/contact_center/crs/express_7_0/release/notes/uccx701rn.pdf
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> I would open a UCCX TAC case as I've never seen anyone try this.
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> Is anyone using AAR with extensions?
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> Is anyone using AAR?
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> From: cisco-voip-bounces at puck.nether.net<mailto:cisco-voip-bounces at puck.nether.net> [mailto: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<mailto:cisco-voip at puck.nether.net>
> Subject: Re: [cisco-voip] Use of AAR in UCCX environment
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> 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.
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> Anthony
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> On Thu, Sep 23, 2010 at 3:53 PM, Mike Lydick <mike.lydick at gmail.com<mailto:mike.lydick at gmail.com>> wrote:
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> 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.
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> Best Regards,
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> Mike Lydick
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