Symposium 4.0 NCC

[fritzthecat]

could that be true, that in network control center scenario, within 3 symposium sites and one NCC server the call routing is depending always on the tcp/ip trafic on the lan/wan. Our problem is, when we want to rout the calls rrb via the networkskillset, it happens more than 90% that the same sccs server is answering the call, and the agents at the other locations are waisting their time. The lan/wan config is probably ok the lan/wan bandwith at the customer side is excelent. Nortel said: that depends on the Microsoft tcp/ip topologie!!??
Could that realy be true, because there is no load balancing respectively virtual call center possible!!
Thanks for your responses and opinions

 

[PlainUser]

I do not know if this is still important for you (I have just joined this Forum. Nevertheless, here are my comments:

We have got the same behaviour at one customer site. The reason is that the SCCS checks first if there are free agents with the needed skills avilable in the local node, and only if there no free agents, the call will be routed (SCCS scripts!)to the network skillset (i.e. to another networked SCCSs). Otherwise expressed, if there are free agents in the local node all incoming calls will end there.

We are currently looking for a solution that would enable us to distribute incoming calls witin the networked SCCSs for the case as described above. We would appreciate any help that could lead us to get an work around for this situation.