CCR on IP phones on a remote SCN location 1

[mmy1981]

Hi,

we have this setup running at a client:
site 1: IP500 (r 7.0) with IP phones, CCR and VMpro
site 2: IP500 with IP phones. Both sites are connected in a SCN

The IP phones in site 2 are in some huntgroups (created in site 1). This works without a problem.
However, the client wants his CCR reporting on the huntgroups (containing users from site 1 and site 2). So, the users from site 2 have to be CCR agents.

Customer Service Agent licenses are only available on site 1. We deleted the users from site 2 (but left the extensions on that site) and created the users again on site 1. Checking the option they are a CCR agent, placing them in the huntgroup and check the option CCR Agent group. The users can use remote desking to logout/login.

This seems ok, but for some users the IP phones show "no licenses available" when trying to login. However, SSA shows there are plenty of IP endpoints and Customer Service agents available.
I'v rebooted both sites, and finally got all the users logged in. Logging out, loggin in again... all ok. However, the next day, users complain they can't login anymore and receive the error again. Very strange...

When checking this site and Avaya document (ex. implementing CCR) I see that SCN features are not supported in CCR.

IP Office Customer Call Reporter itself does not support SCN features such as remote hot-desking of agent, distributed
hunt groups, or centralized/distibuted Voicemail. It may be used in conjunction with a single IP Office that is part of the
SCN but it can only report on queues and agents on the one IP Office for which it has been configured during installation.
If Voicemail Pro is required for part of the call flow of the call center (Auto-Attendant, Queue Position, Voicemail report,
Hunt Group mailboxes, Agent mailboxes, and so on), then the Voicemail Pro server must also be dedicated (not
Distributed or Centralized) to the IP Office being monitored by IP Office Customer Call Reporter.

Our support partner states this setup (creating the users on site 1, leaving the extensions on site 2) should work.
The setup also seems to work for a while, but with the info I found I'm having doubts. They are checking this problem also, but I hope to get some ideas here too since I don't want to create new major problems for this client.

 

[tlpeter]

Connect the phones to the other site and then your problem is gone.

BAZINGA!

I'm not insane, my mother had me tested!

 

[mmy1981]

Yes, I know....
But the IP tunnel between the 2 sites isn't that great. So when I configure user and extension on site 1, there are quality problems.
When they make outgoing calls, the call should be routed through the lines at site 2.

We'r trying to convince the customer to check his network and implement QoS, but at this moment they only want this link to call between sites and to use centralized VM.

I also think this is the best option, but was just wondering if there are other options that should work (like the suggested one, only moving the users and not the extensions)

 

[hairlessupportmonkey]

If you keep polishing a turd what are you left with? A turd. If the network is rubbish then there isn't anything you can do to make it work any other way.

ACSS - SME
General Geek

 

[mmy1981]

I totally agree on the network...

If communications between the link where no issue, I could easily move the users and extensions to the CCR site. And I'm pushing towards this option, but the customer is even thinking to create 2 standalone systems (using the link only for internal communication), setting up 2 seperate standalone VMPro servers, ...

However, this not being an option (at this moment)... Is the info correct SCN features are not supported using CCR (like remote hotdesking), or are there other ways to configure this?

 

[hairlessupportmonkey]

Sorry - No.

Other than that you can get rid of CCR and use Chronicall which supports multi-site (more or less)

ACSS - SME
General Geek

 

[mmy1981]

OK, thanks for the info