NACD call routing

[muisopmys]

We currently have a single site 4.2 symposium setup. We are moving to a multiple site Contact Center 6 scenerio with multiple PBX's. Each site will have it's own Contact Center 6 server and will be NACD'ed. All sites will be networked via MPLS.

Does anyone know if:

If a call comes into a Texas site can that call be queued to a skillset that is built on the Ohio server?

If an agent in Texas can login to a skillset that is built on the Ohio server?

 

[rfwhite]

That's a little confusing, but here goes:
>If a call comes into a Texas site can that call be queued to >a skillset that is built on the Ohio server?

If you have NCC and use use network skillset routing, yes.

>If an agent in Texas can login to a skillset that is built on >the Ohio server?
No, because the local Symposium server handles the agents for its own site. You can, however, build a skillset with the same name and it will give the virtual appearance that the agent is logged in there.

 

[lretrievers]

The NCC server works very similar to the way NACD works on the PBX....the call stays at the site where it originated until there is an agent available at the far end.

 

[rfwhite]

The main difference, though, is that the NCC is not used dynamically. It only comes into play when there is a status change on the network. Once the routing tables and nodes have been established you can turn it off with no ill effects.