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<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>
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<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>
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<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>
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