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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='font-size:11.0pt;font-family:"Calibri","sans-serif";color:#1F497D'>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.<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><p class=MsoNormal><span style='font-size:11.0pt;font-family:"Calibri","sans-serif";color:#1F497D'>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?<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><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"'> george.hendrix@l-3com.com [mailto:george.hendrix@l-3com.com] <br><b>Sent:</b> Friday, September 24, 2010 1:16 PM<br><b>To:</b> Jason Aarons (US); Anthony Holloway; Mike Lydick<br><b>Cc:</b> cisco-voip@puck.nether.net<br><b>Subject:</b> RE: [cisco-voip] Use of AAR in UCCX environment<o:p></o:p></span></p></div></div><p class=MsoNormal><o:p> </o:p></p><p class=MsoNormal><span style='font-size:11.0pt;font-family:"Calibri","sans-serif";color:#1F497D'>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.<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><p class=MsoNormal><span style='font-size:11.0pt;font-family:"Calibri","sans-serif";color:#1F497D'>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.<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><p class=MsoNormal><span style='font-size:11.0pt;font-family:"Calibri","sans-serif";color:#1F497D'>I think it is definitely worth testing out.<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><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>Jason Aarons (US)<br><b>Sent:</b> Friday, September 24, 2010 7:30 AM<br><b>To:</b> Anthony Holloway; Mike Lydick<br><b>Cc:</b> cisco-voip@puck.nether.net<br><b>Subject:</b> Re: [cisco-voip] Use of AAR in UCCX environment<o:p></o:p></span></p></div></div><p class=MsoNormal><o:p> </o:p></p><p class=MsoNormal><span style='font-size:11.0pt;font-family:"Calibri","sans-serif";color:#1F497D'>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?<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><p class=MsoNormal><span style='font-size:11.0pt;font-family:"Calibri","sans-serif";color:#1F497D'>I’m wondering if there is anything in the UCCX Release Notes about AAR being a unsupported topology.<o:p></o:p></span></p><p class=MsoNormal><span style='font-size:11.0pt;font-family:"Calibri","sans-serif";color:#1F497D'><a href="http://www.cisco.com/en/US/docs/voice_ip_comm/cust_contact/contact_center/crs/express_7_0/release/notes/uccx701rn.pdf">http://www.cisco.com/en/US/docs/voice_ip_comm/cust_contact/contact_center/crs/express_7_0/release/notes/uccx701rn.pdf</a><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><p class=MsoNormal><span style='font-size:11.0pt;font-family:"Calibri","sans-serif";color:#1F497D'>I would open a UCCX TAC case as I’ve never seen anyone try this.<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><p class=MsoNormal><span style='font-size:11.0pt;font-family:"Calibri","sans-serif";color:#1F497D'>Is anyone using AAR with extensions?<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><p class=MsoNormal><span style='font-size:11.0pt;font-family:"Calibri","sans-serif";color:#1F497D'>Is anyone using AAR?<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><p class=MsoNormal><span style='font-size:11.0pt;font-family:"Calibri","sans-serif";color:#1F497D'><o:p> </o:p></span></p><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>Anthony Holloway<br><b>Sent:</b> Thursday, September 23, 2010 11:23 PM<br><b>To:</b> Mike Lydick<br><b>Cc:</b> cisco-voip@puck.nether.net<br><b>Subject:</b> Re: [cisco-voip] Use of AAR in UCCX environment<o:p></o:p></span></p><p class=MsoNormal><o:p> </o:p></p><p class=MsoNormal>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.<o:p></o:p></p><div><p class=MsoNormal><o:p> </o:p></p></div><div><p class=MsoNormal style='margin-bottom:12.0pt'>Anthony<o:p></o:p></p><div><p class=MsoNormal>On Thu, Sep 23, 2010 at 3:53 PM, Mike Lydick <<a href="mailto:mike.lydick@gmail.com">mike.lydick@gmail.com</a>> wrote:<o:p></o:p></p><p class=MsoNormal>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.<o:p></o:p></p><div><p class=MsoNormal><o:p> </o:p></p></div><div><p class=MsoNormal style='margin-bottom:12.0pt'><br clear=all>Best Regards,<br><br>Mike Lydick<o:p></o:p></p></div><p class=MsoNormal style='margin-bottom:12.0pt'><br>_______________________________________________<br>cisco-voip mailing list<br><a href="mailto:cisco-voip@puck.nether.net">cisco-voip@puck.nether.net</a><br><a href="https://puck.nether.net/mailman/listinfo/cisco-voip" target="_blank">https://puck.nether.net/mailman/listinfo/cisco-voip</a><o:p></o:p></p></div><p class=MsoNormal><o:p> </o:p></p></div><div class=MsoNormal align=center style='text-align:center'><hr size=1 width="100%" align=center></div><p class=MsoNormal><a href="http://www.dimensiondata.com/_layouts/forms.aspx?FormID=204"><span style='text-decoration:none'><img border=0 width=375 height=62 id="_x0000_i1026" src="http://image.exct.net/lib/feed16797d620d/i/2/0ede5e1b-f.gif" alt=0ede5e1b-f.gif></span></a><o:p></o:p></p><p><strong>Disclaimer: This e-mail communication and any attachments may contain confidential and privileged information and is for use by the designated addressee(s) named above only. 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