Call Centre Dedicated Channels 1

[81Cadmin]

I'm looking for guidance on whether it is possible to dedicate a certain number of channels to call centre operations.

My environment is Succession 3.0, 2 Sigalling servers, Succession and over 200 VoIP users.

The VoIP rollout does not use appliances on the users end, instead they simply connect the IP phones to the network and register directly.

On Tuesday my company with be holding a conference call and I anticipate that it might be possible that my IP users may max my channels on the two PRI's. Given that I also host a call centre, is it at all possible to dedicate channels to Call Centre operations (CP Menu services, Symposium and Agents)? If someone could provide some insight on how this might be achieved I would appreciate it.

Thanks,

 

[allenmac]

If you are trying to reserve PRI channels for a specific group of telephones for outbound dialing, then you will need to build a 2nd route and populate it with the reserved channels.

After your 2nd route is built, you will need to assign a higher NCOS to the phones with access to the reserved route.

Finally, you will need to modify your RLI tables by adding a new entry pointing to the new route with a FRL that allows the call center agents to use, while rejecting everyone else.

If you are trying to reserve channels for inbound calls, then you need a way to implement Call-By-Call services on the PRIs themselves through your carrier, and building Master / Service routes with appropriate Min/Max values in the Service Routes.

 

[81Cadmin]

Excellent this was the guideance I needed. Thank-you.