Remote Agents on BCM over IP Trunks

[awslyall]

Hi

First up, I have had to register again on the website, does anyone else have issues receiving the reset password emails from Tek Tips? (Im wondering of our SPAM servers are catching it)

We have an Nortel BCM 450 revision 5 and I've been tasked with connecting remote agents to our call centre. The BCM 450 is located in our UK office and the remote agents will be located in our Hungarian office. The offices are connected via an MPLS circuit and QOS has already been set up on the connection between the two offices. There would be approximately 4 remote agents and they would log on to our primary inbound skill set, which currently consists of approximately 7 agents. The expectation is for the new set up to be transparent to our customers. E.g. they should not be aware that the agents are remote from the UK. The experience of the remote agents should also be identical to the experience of the local agents.

From my point of view there are two challenges here
the network and QOS
the configuration and functionality of the BCM.

I do have some specific questions regarding this setup but if possible I would very much appreciate it if someone with experience of this situation could point out any quirks that I may miss?

1) We are keen to maintain call quality can you provide any general guidance, set up information and bandwidth requirements so that an IP call will provide the same quality of call as a traditional telephone line?
2) When a remote agent transfers call to another user located in the UK branch what is the impact of the IP trunks? Are two trunks required to transfer the call? And once transferred are the trunks released?
3) What would happen to a call if the preferred agent was remote but there are no spare trunks?
4) Is it possible to reserve trunks for these types of calls

Many thanks

Andy

 

[curlycord]

Check your SPAM, simple enough!

Perhaps I am reading wrong but I wonder why you would be transfer though a trunk line instead of the DN itself?.
Are you not using IP sets?





=----(((((((((()----=
curlycord

http://www.curlycord.com

 

[awslyall]

Hi Curly

This is probably a miss understanding on my part with regards to how the system will work.
We are an MPLS connection between the two offices. This connection is used to share voice and data (eg file shares).

My understanding
1) We register a remote telephone to the BCM, this then become part of out telephone system
2) We give a remote user an agent id and they log into a skillset using this the agent id on the remote extension.
3) A external call comes in and the the phone system decides that the remote agent should be given this call.
How is the call then routed to the remote agent, I thought it would be over an IP trunk?
If that remote agent then transfers the call to a user based in the UK, isnt this also routed over an IP trunk?

Again problably me here, but when I refer to an IP trunk, I mean what is called a SIP Gateway in the BCM licensing.

Yes we are using 1140e handsets. We are yet to determine the handset for the remote agent, but it will be IP based.