My company is evaluating a potential IPCC Enterprise deployment to do the following:
We have 3 physical call centers, distributed around the state. Each call center currently has inbound trunking with DNIS linked to local and toll-free numbers. It is a business priority that those local numbers remain available to callers. The current state is that each location has its own ACD with its own skill to handle only those calls entering through its trunks.
The desired state is to have a single skill, with agents distributed amongst the 3 locations, who can take any call, regardless of where it entered the network geographically. These calls should be queued where they enter, and routed when an appropriate agent becomes available in any of the 3 sites.
How would this be achieved in an IPCC Enterprise environment?
Dave Wolgast
Buffalo, NY
We have 3 physical call centers, distributed around the state. Each call center currently has inbound trunking with DNIS linked to local and toll-free numbers. It is a business priority that those local numbers remain available to callers. The current state is that each location has its own ACD with its own skill to handle only those calls entering through its trunks.
The desired state is to have a single skill, with agents distributed amongst the 3 locations, who can take any call, regardless of where it entered the network geographically. These calls should be queued where they enter, and routed when an appropriate agent becomes available in any of the 3 sites.
How would this be achieved in an IPCC Enterprise environment?
Dave Wolgast
Buffalo, NY
