ACD on Mitel 3300s across multiple sites

[JimmyFearn]

Hi,

I have a scenario where a customer has 8 Mitel 3300's as standalone sites across the UK, 5 of which have the 6100 CCM product. They have recently decided that they wish to restructure their call centre operation so that calls can be routed to any free agent at one of the 5 sites with the call centre application if the local agents are busy.

Is this possible? How would it be achieved?

Many thanks.

 

[Mitelmatt]

Hi

yes this is possible in many ways but it depends on what the want.

They can have a "virtual" call centre where by all agents can log in to a central 3300 (the physical phones can be off of different controllers) This allows for users in multiple site to be in the same group.

Or

you can use Networked ACD which allows you to assign groups that are on other controllers to the call flow. However on this one it's done at group level not agent level. i.e. call comes in on path 123 on PBX A. Path 123 has a primary agent group on PBX A all with agents logged in locally, you can then set up overflow agent groups to kick in after set period of time and these can be groups on other controllers.

That is in very basic detail, you can complicate ACD as much as you want! Your best bet is to get a bit of consultancy done by Mitel or your VAR first.

With option 1 they will need to be clustered, either way thet will nedd to be IP networked together

So the answer in simple terms is yes it is possible! :)

Hope that helps a bit

 

[MitelInMyBlood]

I believe that you can also use Teleworker to have "remote" phones be part of an ACD agent group.

 

[JimmyFearn]

Thankyou both for replying.

They already have the Teleworker solution for users abroad but I think I would rather go down the virtual call center route as it seems a little more feature rich being at agent level and not group level.

Thanks

Jimmy