Call Center Question

[Gabarit]

Hi,

I am looking for resources / suggestions on how to implement a call center where the agents are in two different cities (A,B). The phone systems are an M1 Option 61 in city A and an Option 11 in city B. Can these two PBXs be linked together to look like one PBX where agents in the city B can login to ACD queues as if they are local to city A ? Any help would be appreciated.

Thanks,

 

[RFWatts]

Gabarit

I am wondering the same thing, as I am about to upgrade my Symposium. Here is my post and a few replies:

thread959-570850

 

[RFWatts]

My apologies! ...I opened the wrong thread...Doooooh!

 

[Supernn]

I would preffer the networked Symposium here. An additional server is sending the calls to destination A or B, bases on the scripts / available agents

 

[BMiles2000]

We have this exact option running currently. We have multiple call centers (running SCCS 4.02) with NCC. It all works correctly. There's a couple of issues to be aware of.

1- Reporting
- It is never fun pulling your stats off of multiple machines and trying to combine call stats for your supervisors.
- We use Headliner by Dialect. It is cost effective and can pull data off multiple servers. It has a fully configurable heads-up display for your users (like Symonview) but does not require another collector.

2- Call Routing
- We were under the impression that with the NCC that calls would be distributed evenly over all sites. This however is not true. There is an equation they use to distrubute the calls somewhat evenly (if it is a busy call center). As in there is always someone in Queue. In our enviroment we cannot have wait times, so our agents wait for the next available call. The problem is that the equation only works if you have agents currently on calls. It does a basic division of Agents Logged in to Agents Available in the Network Skillset. So in our case one of our call centers receives most of the calls. The way we got around this was to write another HDX application to do a simple counter. Everytime a call enters the script we simply send a give command to the application. The application is very simple. No matter what we give it it simply toggles (every other) true and false. Then in our script looks for the boulean. If true then Queue to Network skillset XXXXX first, if false then Queue to Skillset XXXXX first. Of cousre you will try queueing to both this just decides which is first.

I was made aware of the next release of NCC is suppose to ditribute calls evenly. As in the longest idle agent within your network skillset. I have yet to see it but it is suppose to happen.

All-in-All I find this networking to be simple and yet effective. The only real downfall is if a call is queued to a network skillset (at a remote location) and for some reason that skillset at that location becomes unavailable (closed) you only have 1 script in which all calls, for all skillsets will be directed to ( the script called Network Script). There is no way I have seen to get around this and I do not know of any plans of Nortel changing this.

Well there is my 2 cents. Good Luck!

 

[ManonTremblay]

Hi BMiles2000

Do you are equiped with Symposium Web Client... For reporting, I hope Web Client will do the job for combine stats for multiple machine...??

I have the same configuration of you and I have to implemente Web CLient Soon...

Any other information?

ManonTremblay