Network Symposium 1

[welshboy]

Hi there,

Is there a way that you can set up a network CDN to
distribute calls evenly across 2 sites?.

Incoming calls to both sites, call routing by STD code.

Currently have 2 sites.
At site 1 have SCCS and Network Symposium.
At site 2 have SCCS
running ITG between to produce virutal call centre.

Want the Symposium which has taken the call to look across both sites to see which agent has been the longest without a call and pass it to them.

Also same situation when agent wants to transfer to an advisor. Can Symposium detect which advisor has been longest without a call and allow the agent to transfer to a network CDN which passes call onto that advisor?.

Cheers

 

[fonchick]

Hello,

Network Symposium (NCC) does not truely see which agent has been idle the longest across all sites. It uses a routing table that you set to linear or round robin. Round robin, it will send out a request to 3 servers simultaneously. However, whichever server answers quickest that it has an agent available is where the requesting server will send the call. As you can see, network issues can very easily cause havock in this sort of environment. Also, since you just have 2 symposiums, when you queue calls you can only look at the network skill (every server outside your local one) or the local skill.

To accomplish what you are looking to do (which we have looked at) would require either something such as Cisco ICM which looks at both call centers and then decides which agent is most idle to deliver the call. We were looking at creating a HDX environment which would query both systems and see which call center had a faster ASA and then send the call to that call center. However, this was a pretty complex routing solution and we never implemented.

Fonchick

 

[sandyml]

FYI, I see that Nortel is listing NCC ability to look at longest idle agent as a feature for the upcoming Symposium 5.0 (due out end of March 2004). We'll see.