Routing Calls to 2 different Call-Centers... Help

[98Converter]

Can someone add some insight here...?

We currently support an outside vendor and off of their (AT&T) call-prompting we are option #3. Then call points to their DNIS and delivers it over 2 dedicated ISDN PRI's located at our site. We are adding a call-center and want to be able to control the call after it hits option #3, so we can evenly distribute calls to each call-center based on staffing. We'd rather do this in the cloud than over our networked 8700's

Does this make sense? Any ideas...?

Thanks all,
Chris

 

[highfive]

If you add PRI's to the new call center that come from the same carrier(i.e., AT&T) they should be able to add a step after option 3 that would do percentage call allocation between the call center's which you can define based on current staffing levels or if they are fairly close in staffing levels you can do a set split of percentages and then interflow to balance between them after it reaches the 8700's(it works well even though you said you didn't want to do it this way).

THX

 

[98Converter]

A follow up question, how can AT&T do percentage call-allocation basd off our stats? Would we need to utilitze a CTI app hosted by AT&T to monitor our stats?

Thanks,
Chris

 

[marcell55]

I don't know if AT&T can monitor your CTI app, but I do know a company that had their supervisors change the % allocation with AT&T every time they saw a big change in the reports. Basically there was an 800 number that they called and could change it on the spot.

 

[highfive]

If you want to have them do it on based on your stats you will have to setup a link with them using Cisco ICM or comparable system to get the info from your Centralized CMS for example.

To use it without your realtime stats they just do a flat percentage allocation like 10/90 or 50/50 split of the callers that choose option 3.

You can modify the percentages throughout the day based on your staffing/productivity levels at each location and then you could stack that with BSR Interflow between locations and end up with a split based on your internal stats.

 

[highfive]

The main carriers have a web based interface for making changes to your percentage allocations now based on the toll-free number.

 

[98Converter]

It appears that's the only way we can do it with AT&T call-routing. We had come to some of the same conclusions. We didn't really want someone sitting there and having to manually change the flows, and we're looking at BSR w/LAI.

I think we'll ultimately bring the call into Call-Center I and allocate it there, and then route it to Call-Center II via our WAN.

Thanks all,
Chris

 

[doiknowyou]

Chris, I believe the bring in and route over WAN to ACD2 will be the cheapest solution, if you already have that in place.

Some other options:
Percentage Allocation (network provider)
Alternate Destination Routing (ADR, network provider)
Geotel ARM (your provider can do this too)

I did some IB work for AT&T and they have most (if not all) of their work on the ARM. Attach your network, provide the mapd and cms feeds... and let them do the routing amongst centers.