BCM Contact Center Design

[Mansell]

Two sites, Sales & Mfg. Proposed - connected via T-1 IP trunks, BCM50 at each site, four digit dialing, etc. Each site has customer service departments. Some calls to one site need to be transferred to agent at other site and vice versa. Can I use ICC at one site and transfer call center calls to agents at the other site, and even though they are on a separate BCM system, will they be included in ICC reporting, etc. or do I need an ICC app at each location.

Thanks

Mansell

 

[MagnaRGP]

ICC app at each location unless you use IP sets at one location registered to the system at the other.