CCR - multisite? 1

[MandyDroid]

A few years ago I confirmeds that Avaya did not get the CCR application to work with a multisite installation (Distributed huntgroups); has this changed?



Avaya, Panasonic, Polycom, APC, MCP, A+
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"When I was a child, I spoke like a child, I thought like a child, I reasoned like a child.
When I became a man, I gave up childish ways.

 

[amriddle01]

No, it hardly works for one site as it should. Xima Chronicall (which most in the know install instead of CCR) does multisite and does it well, but doesn't suit every scenario

 

[montyzummer]

CCR does not work in a scn enviroment if your agent hotdesks from onr kit to another the main kit running CCR will not report stats on it.

APSS (SME)
ACSS (SME)

 

[MandyDroid]

OK thanks - I have tried Datel and XIMA; both fail miserably. Good for XIMA though I didnt have to spend all the money to find that out. I was able to detemrine it with trial testing.

I am considering swtichign to business communication manager now.

Avaya, Panasonic, Polycom, APC, MCP, A+
##################################
"When I was a child, I spoke like a child, I thought like a child, I reasoned like a child.
When I became a man, I gave up childish ways.

 

[montyzummer]

Did every body get the email ststaing how to install xima with IPO, how long before it replaces CCR completley and becomes an easy life for all call centre installers , i will back flip round the car park naked..


APSS (SME)
ACSS (SME)

 

[MandyDroid]

XIMA is a wonderful solution. It is easy to install (usually less than 5 minutes). My problem is lost packets between sites that cause data to be lost. Also Avaya IP Office does not transmit call information to easily track calls as they switch from one site to another. Thsi is a flaw in the Avaya IPO itself and not the actual reporting. Small volume call centers can use logic to track the calls switchign between sites. Large volume sites just become a mess.

Avaya, Panasonic, Polycom, APC, MCP, A+
##################################
"When I was a child, I spoke like a child, I thought like a child, I reasoned like a child.
When I became a man, I gave up childish ways.

 

[hairlessupportmonkey]

Mandy

two things with Chronicall and multisite.

1) Ask support at Xima to create a mult-site config file
2) SCN reporting in Xima really only works with TAGGED calls. Created a custom report for any reports needed showing calls from one switch to the other.

ACSS - SME
General Geek

 

[MandyDroid]

I have worked directly with Mark from XIMA support. He is a great support person and a comend his efforts. I do not feel comfortable with the level of hacking it requires to make the software work. Due to only tagged calls being reporting and the entire system becoming a custom report I just am not comfortable implenting this as a final solution. Also - there were addtional issues with calls in queue (wallboard) being lost and ghosted due to lost packets in the UDP data flow being retrieved by thesoftware. XIMA utilizes the system monitor data stream that uses UDP and loses packets. Although XIMA has created some logic to attempt to existr wihtout the lost packets this shoudl really come from TCP communications that would rebroadcast loist packets or allow for the packets arriving misordered to be more properly reordered upon reciept.

Avaya, Panasonic, Polycom, APC, MCP, A+
##################################
"When I was a child, I spoke like a child, I thought like a child, I reasoned like a child.
When I became a man, I gave up childish ways.

 

[montyzummer]

Mandydroid , youre point taken and noted but i would rather buy a black board and stand one behind every agent then employ a guy to make a mark on the blacboard every time an agent takes a call with a piece of chalk, than use CCR , that sais my dem kit is loaded with it and it works faultless , that said it is not in a production enviroment so is not working hard.......hmmmm guys with blackboards how would that look in a dem.???

APSS (SME)
ACSS (SME)

 

[biv343]

Have a star for the blackboard comment and for giving me a needed Monday morning laugh.

 

[jamie77]

I think most will struggle with SCN. Zeacom told me they don't do multisite because the packets between the IPO's are not quick enough and effect real time stats.

The best way to to put IP Phones in the remote sites hanging off the main site and have your Call Centre app there.

We have loads of CCR installs. Most of them are happy and love it.

Jamie Green

Football is not a matter of life and death-It is far more important!!!!

 

[MandyDroid]

Thanks all for the feedback - and Yes Zeacom has told me the same.

Avaya, Panasonic, Polycom, APC, MCP, A+
##################################
"When I was a child, I spoke like a child, I thought like a child, I reasoned like a child.
When I became a man, I gave up childish ways.

 

[montyzummer]

jamie 77 is the best soloution and indeeed we have the same soloution, a decent managed connection vpn between sites and hang youre IP phones off the main Kit,,,NOTE Decent Managed connection..or blackboards beckon?

APSS (SME)
ACSS (SME)