We recently began to network calls between our 4 call centres using SIP trunks and Contact Centre 6. So far everythings been working well but I do have one question in regards to transfering calls.
We were told by our inter-connect that agents should never transfer calls into a CDN that networks and as a result out inter-connect have created 2 CDN's for every skillset; one that invokes networking and one that doesn't.
My question is; is this really necessary or is our inter-connect being overly cautious. The only problem I can see this creating is if an agent answers a network call then transfers it to another CDN which networks to a different location then you have a situation where you have alot of hops which may result in some degraded quality...
Any feedback on how people are dealing with networking would be appreciated.
Regards,
We were told by our inter-connect that agents should never transfer calls into a CDN that networks and as a result out inter-connect have created 2 CDN's for every skillset; one that invokes networking and one that doesn't.
My question is; is this really necessary or is our inter-connect being overly cautious. The only problem I can see this creating is if an agent answers a network call then transfers it to another CDN which networks to a different location then you have a situation where you have alot of hops which may result in some degraded quality...
Any feedback on how people are dealing with networking would be appreciated.
Regards,
