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</o:shapelayout></xml><![endif]--></head><body lang=EN-US link=blue vlink=purple><div class=WordSection1><p class=MsoNormal><span style='color:#1F497D'>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).<o:p></o:p></span></p><p class=MsoNormal><span style='color:#1F497D'><o:p> </o:p></span></p><p class=MsoNormal><span style='color:#1F497D'>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).<o:p></o:p></span></p><p class=MsoNormal><span style='color:#1F497D'><o:p> </o:p></span></p><p class=MsoNormal><span style='color:#1F497D'>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.<o:p></o:p></span></p><p class=MsoNormal><span style='color:#1F497D'><o:p> </o:p></span></p><div><p class=MsoNormal><b><span style='color:black'><o:p> </o:p></span></b></p><p class=MsoNormal><b><span style='color:black'>Eric Butcher<o:p></o:p></span></b></p><p class=MsoNormal><b><span style='font-size:8.0pt;color:black'>Cisco Unified Communications Engineer</span></b><b><span style='color:black'><br></span></b><b><span style='font-size:7.5pt;color:red'>CDW</span></b><span style='font-size:7.5pt;font-family:"Arial","sans-serif";color:gray'> Professional Services</span><span style='color:#1F497D'><o:p></o:p></span></p><p class=MsoNormal><span style='font-size:7.5pt;font-family:"Arial","sans-serif";color:gray'>11711 N Meridian, Ste 225</span><span style='font-size:10.0pt;font-family:"Arial","sans-serif";color:black'><o:p></o:p></span></p><p class=MsoNormal><span style='font-size:7.5pt;font-family:"Arial","sans-serif";color:gray'>Carmel, IN 46032<br></span><span style='font-size:10.0pt;font-family:Wingdings;color:black'>(</span><span style='font-size:7.5pt;font-family:"Arial","sans-serif";color:black'> 317.569.4282 - IP Phone<br></span><span style='font-size:10.0pt;font-family:Wingdings;color:black'>(</span><span style='font-size:7.5pt;font-family:"Arial","sans-serif";color:black'> 765.744.1458 - Mobile<br></span><span style='font-size:10.0pt;font-family:Wingdings;color:black'>*</span><span style='font-size:7.5pt;font-family:"Arial","sans-serif";color:black'> <a href="mailto:eric.butcher@cdw.com">eric.butcher@cdw.com</a></span><span style='font-size:10.0pt;font-family:"Arial","sans-serif";color:black'><o:p></o:p></span></p><p class=MsoNormal><span style='font-size:8.0pt;font-family:"Arial","sans-serif";color:black'><a href="http://www.cdw.com/">http://www.cdw.com/</a><o:p></o:p></span></p><p class=MsoNormal><span style='color:#1F497D'> </span><span style='font-size:10.0pt;font-family:"Arial","sans-serif";color:black'><o:p></o:p></span></p></div><p class=MsoNormal><span style='color:#1F497D'><o:p> </o:p></span></p><div><div style='border:none;border-top:solid #B5C4DF 1.0pt;padding:3.0pt 0in 0in 0in'><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>Granger, Simon<br><b>Sent:</b> Tuesday, August 31, 2010 7:53 AM<br><b>To:</b> cisco-voip@puck.nether.net<br><b>Subject:</b> [cisco-voip] Contact Center Products<o:p></o:p></span></p></div></div><p class=MsoNormal><o:p> </o:p></p><p class=MsoNormal><span lang=EN-GB>Hi<o:p></o:p></span></p><p class=MsoNormal><span lang=EN-GB><o:p> </o:p></span></p><p class=MsoNormal><span lang=EN-GB>In our organisation we have 3 UCM clusters, one in America, Europe and Asia<o:p></o:p></span></p><p class=MsoNormal><span lang=EN-GB><o:p> </o:p></span></p><p class=MsoNormal><span lang=EN-GB>At present there are 3 IPCC servers registered to its own logical UCM Servers.<o:p></o:p></span></p><p class=MsoNormal><span lang=EN-GB><o:p> </o:p></span></p><p class=MsoNormal><span lang=EN-GB>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.<o:p></o:p></span></p><p class=MsoNormal><span lang=EN-GB><o:p> </o:p></span></p><p class=MsoNormal><span lang=EN-GB>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.<o:p></o:p></span></p><p class=MsoNormal><span lang=EN-GB><o:p> </o:p></span></p><p class=MsoNormal><span lang=EN-GB>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<o:p></o:p></span></p><p class=MsoNormal><span lang=EN-GB><o:p> </o:p></span></p><p class=MsoNormal><span lang=EN-GB><o:p> </o:p></span></p><p class=MsoNormal><span lang=EN-GB>Thanks<o:p></o:p></span></p><p class=MsoNormal><span lang=EN-GB><o:p> </o:p></span></p><p class=MsoNormal><span lang=EN-GB><o:p> </o:p></span></p><p class=MsoNormal style='text-autospace:none'><b><span lang=EN-GB style='font-size:10.0pt;font-family:"Arial","sans-serif";color:#262424'>Simon Granger</span></b><span lang=EN-GB style='font-size:10.0pt;font-family:"Arial","sans-serif";color:#262424'><o:p></o:p></span></p><p class=MsoNormal style='text-autospace:none'><span lang=EN-GB style='font-size:10.0pt;font-family:"Arial","sans-serif";color:#262424'>Senior Server Specialist<o:p></o:p></span></p><p class=MsoNormal><span lang=EN-GB><o:p> </o:p></span></p><p class=MsoNormal><span lang=EN-GB style='font-size:12.0pt;font-family:"Times New Roman","serif"'><o:p> </o:p></span></p><div class=MsoNormal align=center style='text-align:center'><span lang=EN-GB style='font-size:12.0pt;font-family:"Times New Roman","serif"'><hr size=2 width="100%" align=center></span></div><p class=MsoNormal><span lang=EN-GB style='font-size:7.5pt;font-family:"Arial","sans-serif";color:gray'>Registered No. 755780 England<br>Registered Office: FM Insurance Company Limited<br>1 Windsor Dials, Windsor,<br>Berkshire, UK, SL4 1RS<br>Regulated by the Financial Services Authority.<br>VAT No. G.B.: 792 4276 02</span><span lang=EN-GB style='font-size:12.0pt;font-family:"Times New Roman","serif"'><o:p></o:p></span></p></div></body></html>