Call Center Routing Between CM's

[wpetilli]

Scenario is I have a CM where callers call into our agents. Basically, hits a VDN, does the TOD checks, agent availability checks etc.. If nobody is available/staffed in this call center it routes to another CM via IP trunks. Is there a step in the vector that can check that this other CM is reachable before the call is sent? And if it's not reachable, can direct to the next or another vector step within the originating CM?

 

[kyle555]

does your route to step have cov y? if so, do cov n. If route to fails, it'll go to the next step in your vector.

Define if 'the other cm is not available'. Do you mean if all your tie trunks to that other switch are busy?

The feature is look ahead interflow and checks the other switch and lets you do fancy stuff with queued calls, but the basic stuff is that if a route to fails, then the vector just keeps on going.

 

[wpetilli]

Exactly.. systems connect via tie trunks and am looking to make sure they're in-service before a call routes to that CM. I def have cov set to 'y'. I'll flip that.

 

[jimbojimbo]

I prefer using BSR over H.323 trunks between CM servers.