Experiences w/IP NIQ? 1

[gshadz37]

Hello,

We are currently looking at the possibility of moving from NIQ to IP NIQ. Can anyone currently using IP NIQ share their experience - either positive or negative. Have you come across any issues? We're on CallCenter 9.1

Thanks!

 

[HardCoal99]

We've been using IP-NIQ for around 3 years now. We had a few programming issues on the ACDs in the begininng, but once we knew how to build the CCTs correctly, everything has been running great. We ran it on versions 8.3 through V9.1 today.

Watch out for... building the CCTs correctly and you may have to modify any screenpop applications to listen for the correct connect message.

 

[gshadz37]

Thanks! We're wondering how it all works, some of the documentation is a little vague. Canyou tell me, how are the agent groups chosen on the remote & local sides? Are specific agent groups assigned to each Route?

 

[chris13]

Remote virtual queueing with IP-NIQ is very flexible:

At the remote sites, you'll usually have (virtual) trunk group for incoming IPNIQ-calls.
For this trunk group you create DNIS-entries pointing to CCTs (business as usual).
Within the CCTs you'll use an "accept interqueue" step, followed by the usual "select agent" steps to queue the calls virtually at that site.

At the originating site
you setup the remote nodes and (if desired) "routes" which can contain multiple sites (even the local site)

In your CCTs for the physical calls you'll use a "IP Network Interqueue" step, specifying a single remote node or a route (containing multiple sites) and a virtual DNIS to be dialed. These DNIS digits will decide which CCTs is used at the remote site(s).

That way you can initiate simultanuous virtual queueing to multiple remote sites by specifying DNIS digits. How these requests are treated is defined by the DNIS-entries and the CCTs at the remote sites.
There you have all the possibilities offered by schedules, IF steps, calculations, ANI-routing and so on, completely independant from the originating site or members of the same route.

Hope this helps,
Chris

 

[HardCoal99]

Just to add more info...

Calls queue within the ACD (CCT) that accepts the call. Within that CCT you use an IP-NIQ step which forces other CCTs to start executing (local ACD and any remote ACDs that can answer that type of call as defined by an IP-NIQ route). It is within these secondary CCTs where you select your agent groups to answer the call.

Rules like selecting the longest available agent across mutliple ACDs work fine with IP-NIQ.

 

[chris13]

Yes, that how it works ;-)
One thing to keep in mind: In the secondary/remote CCTs you should NOT play any announcements or provide music during Wait steps. That would force a "connect", the call would be removed from virual queueing at the originating (and other) sites, and can then be only processed at that remote site...

All in all that might sound confusing, but try to download the IP/NIQ technical reference/implementation guide from the support site, that made us the big picture come up.