BCM 400 4.0 Contact Center

[dwats9]

Hey Guys.

I have a BCM 400 4.0 with contact center. My customer wants half of the calls that come into a skillset to be forwarded to another site for "load balancing". I suggested that if they have 4 agents logged in the could have another 4 phones logged in and forwarded to the other site but I wasn't sure if it would work and of course it didn't. I am looking for some better suggestions.

Dan

 

[CTCINY]

How about remote IP phones for the agents that are part of teh contact center?

___________________________________________
If it's true that our species is alone in the universe, then I'd have to say that the universe aimed rather low and settled for very little.---George Carlin

 

[fireeater]

just going off the top of my head,
you could use the overflow of the skill set ,if no agents available, to link transfer to the other location .

you may have to setup another skill set and ccr tree , with a message like "please continue to hold ,or press 1 to transfer to other site"

HALLOWED ARE THE ORI

mike

http://www.ics-on.ca

 

[dwats9]

I thought of that but it really wouldn't be doing "load balancing" because if the agent comes off of a call, they would get the next call in queue. The customer wants for example it there are 4 agents available, and 8 calls come in, 4 of the calls would go to the agents and 4 will go to the off site location. The customer does not want to spend money on ip phones so that is out of the question.
I understand that this is a weird scenario but as you all know, the customer wants what the customer wants.

 

[fireeater]

how about if you have the first four lines in the equiv group go to the call center and the other four line forward to the other site,

(but then you wouldn't need a call center ,just 4 phones)

HALLOWED ARE THE ORI

mike

http://www.ics-on.ca