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<p class=MsoNormal><span style='font-size:11.0pt;font-family:"Calibri","sans-serif";
color:#1F497D'>In a nutshell, if you need redundant functionality for remote
agents then ipcc express is not your product. You really need IPCC enterprise
and CVP to really get this in it’s fullest extent.<o:p></o:p></span></p>
<p class=MsoNormal><span style='font-size:11.0pt;font-family:"Calibri","sans-serif";
color:#1F497D'><o:p> </o:p></span></p>
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<p class=MsoNormal><b><span style='font-size:10.0pt;font-family:"Tahoma","sans-serif"'>From:</span></b><span
style='font-size:10.0pt;font-family:"Tahoma","sans-serif"'>
cisco-voip-bounces@puck.nether.net [mailto:cisco-voip-bounces@puck.nether.net] <b>On
Behalf Of </b>Jonathan Charles<br>
<b>Sent:</b> Thursday, September 06, 2007 1:30 PM<br>
<b>To:</b> CarlosOrtiz@bayviewfinancial.com<br>
<b>Cc:</b> cisco-voip-bounces@puck.nether.net; Cisco Voip Mailing list<br>
<b>Subject:</b> Re: [cisco-voip] IPCC with Remote Agents<o:p></o:p></span></p>
</div>
<p class=MsoNormal><o:p> </o:p></p>
<p class=MsoNormal style='margin-bottom:12.0pt'>The calls come into each local
site, the only calls coming into the central site are for the central site.
Each call center is essentially a little island (different business units).<br>
<br>
I have done a lot of crazy things with SRST before, having a different CCM
cluster being an SRST reference, and using CCME as an SRST gateway. <br>
<br>
B-ACD is a TCL script for CCME that does Basic Automatic Call Distribution and
queuing. HLOG is a softkey that lets people log into a hunt group (for BACD).<br>
<br>
<br>
<br>
Jonathan<o:p></o:p></p>
<div>
<p class=MsoNormal><span class=gmailquote>On 9/6/07, <b><a
href="mailto:CarlosOrtiz@bayviewfinancial.com">CarlosOrtiz@bayviewfinancial.com</a></b>
<<a href="mailto:CarlosOrtiz@bayviewfinancial.com">CarlosOrtiz@bayviewfinancial.com</a>>
wrote: </span><o:p></o:p></p>
<p class=MsoNormal style='margin-bottom:12.0pt'><br>
<span style='font-size:10.0pt;font-family:"Arial","sans-serif"'>Jonathan,</span>
<br>
<br>
<span style='font-size:10.0pt;font-family:"Arial","sans-serif"'>Sorry I don't
have an answer to your question but was wondering .....</span> <br>
<br>
<span style='font-size:10.0pt;font-family:"Arial","sans-serif"'>1) Have you
done this before? </span> <br>
<span style='font-size:10.0pt;font-family:"Arial","sans-serif"'>2) If all calls
are coming into the central location how do you get calls to the agents during
a WAN outage?...PSTN?</span> <br>
<span style='font-size:10.0pt;font-family:"Arial","sans-serif"'>3)What is B-CAD
and Hlog? I was under the impression that there was no functionality for agents
during a WAN outage. What features do you have/lose?</span> <br>
<br>
<span style='font-size:10.0pt;font-family:"Arial","sans-serif"'>I am interested
in what it would take to set this up as our current setup is falling back to
SRST but the remote agents only have dial in/out capability.</span> <br>
<br>
<span style='font-size:10.0pt;font-family:"Arial","sans-serif"'>Carlos</span> <br>
<br>
<br>
<br>
<br>
<o:p></o:p></p>
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<p class=MsoNormal><b><span style='font-size:7.5pt;font-family:"Arial","sans-serif"'>"Jonathan
Charles" <<a href="mailto:jonvoip@gmail.com" target="_blank">jonvoip@gmail.com</a>></span></b><span
style='font-size:7.5pt;font-family:"Arial","sans-serif"'> </span><br>
<span style='font-size:7.5pt;font-family:"Arial","sans-serif"'>Sent by: <a
href="mailto:cisco-voip-bounces@puck.nether.net" target="_blank">cisco-voip-bounces@puck.nether.net</a></span>
<o:p></o:p></p>
<p><span style='font-size:7.5pt;font-family:"Arial","sans-serif"'>09/06/2007
12:07 PM</span> <o:p></o:p></p>
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<p class=MsoNormal align=right style='text-align:right'><span
style='font-size:7.5pt;font-family:"Arial","sans-serif"'>To</span><o:p></o:p></p>
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<p class=MsoNormal><span style='font-size:7.5pt;font-family:"Arial","sans-serif"'>"Cisco
Voip Mailing list" <<a href="mailto:cisco-voip@puck.nether.net"
target="_blank">cisco-voip@puck.nether.net</a>></span> <o:p></o:p></p>
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<p class=MsoNormal align=right style='text-align:right'><span
style='font-size:7.5pt;font-family:"Arial","sans-serif"'>cc</span><o:p></o:p></p>
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<p class=MsoNormal align=right style='text-align:right'><span
style='font-size:7.5pt;font-family:"Arial","sans-serif"'>Subject</span><o:p></o:p></p>
</td>
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<p class=MsoNormal><span style='font-size:7.5pt;font-family:"Arial","sans-serif"'>[cisco-voip]
IPCC with Remote Agents</span><o:p></o:p></p>
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<br>
<o:p></o:p></p>
<div>
<p class=MsoNormal><tt><span style='font-size:10.0pt'>I am doing a design for a
customer with remote agents... The CCMs and</span></tt><span style='font-size:
10.0pt;font-family:"Courier New"'><br>
<tt>IPCC are at a central site, and they have agents at remote sites</tt><br>
<tt>(across this hemisphere, Mexico, US, Canada).</tt><br>
<br>
<tt>I am concerned about the WAN (T1 between sites), and in the event of a</tt><br>
<tt>WAN outage, I want some method to provide some functionality for the</tt><br>
<tt>call center agents.</tt><br>
<br>
<tt>The calls all come into the local site (not over the WAN), and I want</tt><br>
<tt>to implement either hunt groups or B-ACD on the SRST gateway.</tt><br>
<br>
<tt>If I keep the gateways H.323, I can just do a CME installation at the</tt><br>
<tt>sites, and have them as an SRST reference on CCM (so, in the case of a</tt><br>
<tt>WAN failure, the phones will fail to the CME and get the B-ACD and</tt><br>
<tt>retain at least some call center functionality).</tt><br>
<br>
<tt>That way, in the event of a WAN failure, the phones will register to</tt><br>
<tt>CME, the agents will log into their phones (HLOG), and still get</tt><br>
<tt>calls.</tt><br>
<br>
<br>
<tt>So, here's the question:</tt><br>
<br>
<tt>Is this the best way to do this?</tt><br>
<br>
<tt>Would it be easier to use hunt groups with SRST?</tt><br>
<br>
<br>
<br>
<br>
<tt>Jonathan</tt></span><o:p></o:p></p>
</div>
<p class=MsoNormal style='margin-bottom:12.0pt'><tt><span style='font-size:
10.0pt'>_______________________________________________</span></tt><span
style='font-size:10.0pt;font-family:"Courier New"'><br>
<tt>cisco-voip mailing list</tt><br>
<tt><a href="mailto:cisco-voip@puck.nether.net" target="_blank">cisco-voip@puck.nether.net</a></tt><br>
<tt><a href="https://puck.nether.net/mailman/listinfo/cisco-voip"
target="_blank">https://puck.nether.net/mailman/listinfo/cisco-voip</a></tt></span><o:p></o:p></p>
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<p class=MsoNormal><o:p> </o:p></p>
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