Agents at Remote Site 1

[mlinman]

I have two locations, California and Illinois both have an IP Office 403 with 1.4(25).

Both have PRIs for incoming and outgoing.

We have networking between the two over our VPN.
Cali has VCM 20, VMPro and CCC.
Illinois has VCM 5, VMLite.

The main # for my ACD comes into Cali.

I currently have two agents in Illinois with IP Phones off the Cali IP Office to take calls. The quality is not very good at times.

We have bought copies of Phone Manager Pro. Can I use this software to have the agents login to the Cali IP Office and then have their calls sent to Illinois over PRI instead of VPN and have CCC still track the calls?

Thanks for any help.

 

[IPGuru]

the cause of your problem is probably the VPN.
You could setup a datalink between the sites using the PRI & route your VOIP calls over this link however you will be paying for calls depending on how many chanels you use to get the required bandwith.
a private circuit would be a better option

 

[MrIPO]

It will be hard if imposable to get correct agent stats via CCV and Report Viewer if they are not logged in on the local switch via a IP Hardphone. If you dont care about stats for these agents just create dummy agents and forward there PSTN number make the dummy agents members of the groups.

You will not be able to control these agents via CCV.

I would suggest as IPGuru says look at you VPN, why is it not performing,

How is the VPN configured, what routers and services are in place. Have you configured any type of COS (Class of service) of the routers for RTP traffic. ??

 

[mlinman]

Thanks MrIPO,

I have setup the Dummy extens to use until the network guys can get better QoS over the VPN.