Interconnecting 2 call centers

[vwal13]

Hello,

I would really like to find out all the possibilities to interconnect two call centers (PSTN, VoIP, dedicated link etc.): do i have to buy 2 PBX for both locations? could i use only one PBX? could i use a PBX and a CTI server?

If anybody could help me with some answers, a sketch or document i would appreciate it

Thanks a lot,
Valentin

System configuration: G650 MediaGateway, S8700 MediaServer, ASA 3.0.8

 

[98Converter]

Look at LAI and BSR... with HA CMS.

To truly replicate environments you'll need to purchase a duplicate PBX and CMS.

OR Just implement IP Agent and have your agents sit anywhere in the world...

Thanks,
CJH

We are what we repeatedly do. Excellence, then, is not an act but a habit. ARISTOTLE 384-322 B.C.

 

[pat1960]

If you are running CM and have 8700s at one site you could add G650s over an IP pipe (T1, DS3) to your second site. We have 4 remote call centers all connected to the primary site. If we have a problem at one of the sites we have ESS 8500 to service that site if we have circuit issues. The reporting is easier as CMS stats will all be on one ACD, the dial plan will be administered on one platform. The benefits of one main pbx and then adding gateways seems to me to far outweigh having 2 spearate PBXs using BSR. The cost is another benefit. You will just have to make sure you but enough bandwidth for your pipe to support the call volume.

 

[vwal13]

The ideea is this one: i want my agents (from my site) to get/make calls from/into another country.

So, at one site i have both G650 MediaGateWay and the S8700 servers but i do not have the conveniant range of phone numbers to which the remote customers will call (i mean they would like off course to make local/free/notional calls, not international ).

Now, in order to get the conveniant phone numbers range (so my agents get calls and place calls mmore conveniant)i need o connection to those remote telephony providers, and this is why i need to connect to another PBX or telephony server at the other site (of course the PBX/teleph serv has connections to those providers), am i wright?

Now, if i understood correctly the connection between my PBX and the remote PBX should be made over IP. Why not a dedicated link? why not getting directly a range of numbers and a connection to the remote providers? I know that G650 support VoIP but where should i look to convince myself? I suppose that if i will use IP connection i will need a public IP for my GateWay...or is it possible to create somehow a private network (VPN?)??

Thanks,

System configuration: G650 MediaGateway, S8700 MediaServer, ASA 3.0.8

 

[rjblanch]

We currently have this scenerio across Asia Pacific - main server in Australia, with remote Dual 650's in Hong Kong, New Zealand and an LSP in Malaysia. All of these (except Malaysia) have an S8500 as a local only ESS.

So, in the event of the network going down to the 650 cabinets, the local ESS takes over and controls the cabinets and hardware locally. This means that if there is an outage across the IP network you can then take the calls in the remote cabinets and send them back out via the trunks over public network into your main site where the agents can take the calls.

All you need to do to set this up is to have the IPSI cards in the remote cabinets registering to main server and then you are set to go. The calls and the network control are then both connected via IP.

 

[pat1960]

Now, if i understood correctly the connection between my PBX and the remote PBX should be made over IP. Why not a dedicated link? why not getting directly a range of numbers and a connection to the remote providers? I know that G650 support VoIP but where should i look to convince myself? I suppose that if i will use IP connection i will need a public IP for my GateWay...or is it possible to create somehow a private network (VPN?)??"

The connection between the G650 and the Processor is IP through IPSI and Medpro cards. What type of circuits do you currently use for your WAN (Frame Relay, MPLS, or just a big pipe such as a DS3? If you wanted to connect a G650 via T1s that are channelized that is a more expensive way to go and you lose flexibility in rerouting traffic to alternate routes. I believe that a connection to a G650 via channelized T1s is limited to 96 concurrent calls where the limit for IP connect is much higher. When we are saying to use IP as the connection between server and G650 that does not mean you have to use IP phones, you can still use TDM phones if the G650 is connected via IP. Dedicated circuits such as Frame Relay, MPLS, and DS1/DS3 are secure as they are your ciruits from the Telco.