Agents Logging into Multiple Sites

[saspurs]

Hi, Am hoping someone can help me.

Basically we have two sites with call centres at both sites. The call centres are all currently fully contained within either one of the sites, therefore also all agents are located and login to just one of these switches.
One of the call centre managers now wants to locate agents at both sites and have the calls evenly distributed across both sites.

I suspect that it is possible but am unable to find an information about it in the documentation. What is the best way to achieve this?

Many Thanks
kiwi

 

[avayaman]

Assuming the sites are connected via tie lines or PSTN ISDN trunks with d-channel signalling, you can use multisite BSR to distribute calls. It's far too complex to try & explain in a forum though. If you don't know how to do it you would have to hire a consultant who can.

Paul Beddows
Avaya Implementation
Telus
Vancouver, Canada
E-mail via

http://www.vancouver.hm/email.html

 

[actaeon1979]

It looks like your Manager wants a 'Virtual Multi-site Call Center' uhum... I'd say: check your bank account and ask Avaya about BSR, QSIG tie-trunks and maybe Interaction Center...

 

[saspurs]

Cheers, I have been looking into it and have asked for a quote on BSR. Figure that they will flag it if it gets to pricey. Would be good to play around on though

Also does anyone know anything about LAI (Look ahead interflow) and if this could do the job?

 

[marcell55]

Look Ahead Interflow will check for available agents at another site every 3 or 4 seconds. I would recommend LAI if you are using the other site as a backup. I you truly want even distribution, then BSR is your best bet.