centrilaized contact center 1

[mohkh78]

Hi , I have three sites they have bcm50a connected to gether with voip trunks and i have acontact center in the head quarter and I want to make a centrilaized contact center ,it does need to connect with mcdn,if no how I can do that

 

[Deweyhumbolt]

Can't be done. You could have 3 seperate Call Centers, with options to press choices that would transfer over the VoIP trunks, but for a Centalized Call Center you need IP Clients.

Adversity is Opportunity

 

[mohkh78]

thanks for reply, but can u give me more details

 

[cook1082]

I think this can be done by routes from the other sites to the Call center CDN or line that would be answered by the call center.It would be set up just like dialing a set on the other site and or thru an AA.
And IP clients are for IP sets not a CC.You have VOIP trunks.

 

[gberger]

By Centralized Call Center, i think he means having agents of 3 different sites(on differents bcm50) and he wants all agents to login to a centralized call center. Deweyhumbolt is right by saying it can't be done.
You could have 3 skillsets(one in each bcm50)and have the overflow going from one site to another thru VoIP trunks but that's about it.
The IP client licenses(for softphone or IP phones) would allow to register these phones to the main site where the call center is located and then really act as a Centralized Call Center.