Second Call Center

[Jaimegu]

Hi, everybody!

The good news: We are growing!
The bad news: Ran out of space in premises or nearby

Apart from remote and convergent solutions, we think in a second call center networked...

Because of lacking of vendor support (my all-time complaint), The question is:
What should I buy (and do) to network 2 Call Center sites in SCCS 4.2?
What if we use Nortel plus Genesys?
How could I design the link between both sites?

 

[yyrkroon]

Unless i'm missing something here, Network SCCS would be your easiest soln. You'll need an additional server,the NCC (Network Control Center)Server.

The NCC could be located at any of the site and once the network routing table has been configured and propragated to the SCCS nodes, the NCC could be turned off or left on depending if you want Network Historical Statistics or not.

Scripting will change a bit because now you'll have network skillsets and a "Network Master Script" and will have to take that into account when writing scripts. Overall, its no harder...administration of the NCC is pretty much identical to the SCCS.

 

[cgilmer]

I've always been more fond of the Old Geotel solution which is now owned by Cisco. They have a product that is designed to look at more than one type of switch for available agents and pre-route calls based on such events. At least this way if you happen to acquire another facility in the future and you have a choice of taking over the existing phone system you have something that can immediately load balance.

 

[PascalHL]

Hi,

we are using a NCC for two CCS 4.2, and it's working quite well : easy solution, easy to integrate.
The only lack at my opinion is in the few readable reports, but for the calls, it's working great.

I did test for a big mail-ordering company the Cisco/Geotel, distributed by France Telecom, in 2001. The integration was not really simple, very intrusive (mean you had to rework 'much' your script), and the reporting was quite weak. Good solution for headache
Hope they've been getting better since 2001.
In this case, we did use a more simple to integrate solution, on Rtd stats, from an other operator (Prosodie). It has been working quite fine since then (>15 Millions of Calls / year)

The point is : do you want to buy a software (NCC) and be mastering your calls, or do you want an operator to do it for you ? It's more security and added-value than juste technical choice, in fact ...

Hope it helps
Regards,
PG