Centralized Call center

[MSDI]

Hi Guys,

I never had to do a more complex setup like this one so I would appreciate if you could confirm it can be done or not.

We have a BCM400 at OFFICE "1" and a BCM 450 at OFFICE "2". Right now, they each have their PRI and CCR and telephonists answering phones calls...

We would like to centralize the telephonists so we would like to "link" the two systems together. Here are my assumption, could you confirm they are true please

1- We could link both offices using a VOIP trunk or by using a point to point PRI. Each of these scenarios would allow the exact same functionality right ?

2- We could cancel the pri at one's of the office and all incoming phone calls would then enter in OFFICE 1. Doing so, people in OFFICE 2 could still do outgoing calls using the PRI at OFFICE 1 ? If so, would there be issue with 911 calls ?

3- Telephonists at one of the office could transfer phone calls to either office without difference ? They could even see who are already on the phone even if they are are the other office ?

4- If we want to go IP, All we would need is 1 activation code at each site and configuration, that's all ?

Thanks a lot in advance, hope you'll be able to confirm these are true so I can be more confident in deploying this (lot of reading in perspective lol)

Regards

 

[QueBall780]

You can link the sites for sure. VOIP trunks are the recommended method.

You could route your calls through the one system if you want. That does cause an issue with 911 calls. It is recommended that you keep a physical line going for 911 use and setup up your routing to use the local line if someone dials 911. The BCM systems are not particularly strong and handling special cases for when you dial 911, some other systems can have a special setting for 911 to change elements of the call display to show a location or a different phone number.

The BCM system does not show the status of extensions at the remote site. The little triangle that usually shows on your BLF buttons will not work for a remote extension. There are software solutions that will give you a unified view of extension status.

Here are two still being sold: (There were others that are no longer sold and supported)
Komutel SIT console
Advatel PhoneEasy IP Console

Licensing:
You need VOIP gateway trunk licenses. Enough channels to handle the number of simultaneous conversations between the sites. (extension to extension internal, calls to the voicemail, external calls) Actually I have also found you need at least 1 spare channel at all times or you risk droppping calls, some features of the software momentarily utilize 2 channels at once and if the second channel is not available it drops the call. Specifically the TAT (Trunk anti-tromboning feature) will consume 2 trunks for about half a second while you are transferring the caller back to an extension on the other system.

You need the MCDN (Meridian Customer Defined Network) Networking license. This makes the network routing work, without it your life will suck.

You need 1 LANCTE seat per location if you plan to purchase the third party Attendant console options I suggested to track who is on the phone or not.

You may need to centralize your voicemail on the main system as well which could require a higher count of voicemail or UM seats.

So you need about 3 licenses, though for VOIP GW Trunks you likely need a bunch of trunks to handle your volume of traffic.

If this isn't just some fun little experiment you are doing on your own I highly recommend you get someone experienced in to set things up for you. Networking the things in the way you want is hard. Lots of things will not be obvious about the configuration unless you are experienced with these things.

One other thing to consider. If you are routing pretty much everything through the one system you might consider just getting VOIP phones for the remote branch and then everyone is on the same system.

Last, the BCM400 is discontinued so you might actually have to order the BCM400 to BCM450 upgrade kit to get any support or even the required licenses may be hard to find for the BCM400 system at this point.

 

[telcodog]

Drop those BCMs and go with an EMetroTel SRG solution. You can keep all your Nortel sets and use most of the DSM modules you currently have in your BCMs. You get all those features you need with no licensing issues AND the system is supported by vendors and the manufacturer. It's also a lot cheaper than the IP Office.

 

[curlycord]

Why go eMtrotel when so few features?.

All they have is

• F*0 – Button Inquiry
• F*1 – Autodial - External
• F*2 – Autodial – Internal (UNISTIM ext only)
• F*3 – Memory Buttons - Programming
• F3 – Transfer / Conference
• F4 - Call forward (F#4 cancel CF)
• F5 - Last number redial
• F*501 – Language – Primary (US-En)
• F*502 – Language –Alternate 1 (CDN-Fr)
• F*503 – Language – Alternate 2 (Spanish)
• F*504 – Language – Alternate 3 (custom)
• F*6 – Ring Type
• F*7 – Display Contrast Adjust
• F70 – Transfer Blind (F#70 cancel Transfer)
• F74 - Call Park
• F75 - Group Pickup
• F76 – Directed Pickup
• F*80 – Ring volume
• F85 - Do Not Disturb (toggling capability)
• F#85 – Do Not Disturb – Cancel
• F803 – Time (speaking clock)
• F812 – Call Log – View Information
• F9*9 – Logger/MTT time stamp
• F960 - Dial by name (Directory Service)
• F981 – Voice Mail Login
• F984 - Call forward to Voice Mail (F#4 to cancel)
• F985 – Display Voice Mail DN
• F986 – Transfer To Mail Box
• F989 – Record Call
• F*999 – Hot Desking (F#*999 cancel)


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curlycord

http://www.curlycord.com

 

[telcodog]

It does a lot more than that. Those are just the BCM/Norstar feature codes they incorporate so they can maintain the look and feel of existing sets. It's not necessary for them to have the whole complement of feature codes because most users don't use them anyway.

They have their own set of feature codes as well and if you don't like them, you can change them to conform to the BCM codes. This system is asterisk based and was developed by some of the very engineers at Nortel that developed the Norstar and BCMs so they know what they're talking about. It also addresses a lot of the shortfalls of the BCM as well.

I know about them because I'm certified on it and have installed quite a few. I've also worked on BCMs since they came out with them and as far as I'm concerned, if you currently have a Norstar or BCM and don't like the prospect of dealing with Big Red, this is a fantastic system that works flawlessly.

You are of course, entitled to your own opinion.

 

[norstarboy125]

telcodog, I have never heard of the srg for that system? Only ucx 50, 450, 1000 models. You also said you got trained on the product? Where did you go for the class? I have been interested in the system myself now for sometime but haven't got around to getting my hands on one. I have spoke to a few other members on tek-tips that have though and really praise the system. I personally hate the big red even though I have been installing quite a few IP 500's lately but honestly I don't care for them myself. I guess maybe the fact that I've been installing Nortel's for 17 yrs. that might have something to do with it...lol. One little basic thing/feature that was finally fixed by them that Norstar should of handled so so long ago - CLID with name and number, that is freaking great and the extra ring tones aren't to shabby either along with some other nice features that I've read about.

Jeremy J. Carter
Charm City Communications

http://www.charmcitycommunications.com

Norstar. BCM. CS1000 Programmer

 

[hawks]

We also carry the E-Metrotel for about 5 or 6 monthss now and so far it has been a nice VoIP system.

 

[curlycord]

Other features?
Web site does not seem to be very good with docs etc.
"for more info email us" ....I hate that lol.



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curlycord

http://www.curlycord.com

 

[telcodog]

Norstarboy125, if you want to continue discussing this, you should start a new thread as we seem to have hijacked MSDI's

 

[MSDI]

Not a problem, by the way, thanks to QueBall780 for the very complete answer, really helped me out.

Regarding EMetroTel, seems cool indeed, but like curlycord said, not much detail on the website. I filled the form to become a reseller to have access to more documentation, and still waiting for a reply (3 days ago, a quicker answer would have given me more trust in the company)

It's hard to trust a small startup company on such a critical system. If they go out of business in a year, you are left with a multi thousands system that you need to trash since you have no support on it. And customers might not appreciate the recommandation you did to them to switch everything to them. Going with Avaya is less risky as it's the normal path from Nortel, the customer couldn't blame you if Avaya was to go out of business like Nortel Did.

I wonder if EMetroTel even sold a bigger system than the 50... There is some documentation on this one, pictures, specs, etc. On the other, there is nothing if it's not a picture of what seems to be a Dell server of older generation like a Poweredge 1950.

Anyway, still fun to see the choice is not limited to Avaya for Nortel phones support. I'll wait for the reply regarding reseller access to hopefully see more doc.

 

[telcodog]

Norstarboy, training for this system is provided via a series of videos that you have to buy. Usually though, when you purchase s system from them, they will supply a DVD with it but the most recent stuff is provided online via secured access to their training site. The only issue is that you must be a reseller (or on track to become one) before they will supply you with a username and password. Once you've worked your way through them, you then have to write an online test which costs about $500-$750 depending on your reseller discount level. Pretty cheap compared to what you have to go through for other systems.

As for the SRG solution, the only way you'll get that is to become a reseller. Their website is just there as a marketing tool (as far as I can see). There is very little technical information provided so if you need more you have to call them and talk to them directly. They're very good but if you're not a reseller they might not tell you too much.

If you're into CLID, then you'll be very happy with this box. It's got CLID manipulation all over the place. Almost too much actually, but hey, it's better than not having any.

MDSI, you can just pick up the phone and call them if you have concerns regarding their longevity. They've been around since 2008 and currently operate in several countries around the world. They are just now moving into the Canadian marketplace and are incredibly selective about who they bring on as resellers. It took me 7 months to get signed up! They say they will not resell through large Telcos like Bell, Telus, Allstream etc as they prefer smaller, proven interconnect type providers so that might provide you some comfort.

As for the hardware, they use appliances that are readily available and low cost but do the job that's required of them. If those Dell machines do it, then why not go with them? It's all about making it cheaper for the customer.

Like I said, I've installed quite a few and they work flawlessly. It;s a great alternative for existing Nortel customers, especially those who feel betrayed by Avaya killing off the BCM.

 

[curlycord]

Lets not respond/hijack about E-metrotel anymore here plz....so

Continued:

http://www.tek-tips.com/viewthread.cfm?qid=1686689

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curlycord

http://www.curlycord.com