What to ask for? Networked ACD

[rmgt]

Hi,

We are planning to move our dialer to a point of persence in the US... we have Option 61C in the HO with symposium server 4.2...

What we are looking for is have our dialers set in the US and only transfer successful calls to our call center operatinos...

What is the best option using VoIP and Nortel?

Thanks

 

[rmgt]

No help guys?

 

[johnpoole]

what size operation on this end? smaller i would go with ip trunks. larger pri point ot point. with that the operation look like one switch.. ovtn ncfw all work clean. it would take a cost study, then someone needs to progect traffic, short and long term. fully networked symposium servers work like a dream, that much international bandwidth, going to be a trick paying for. buy a 81 on this side with amer/euro features. use 24 channel pri's (23+1) on the local side, e1's across the pond... 4 or 5 digit pbx to pbx calling, names msg lamps clid.. have a few extra npa'a inbound, you could call a local nxx in atlanta, new york san francisco or london... caller would never hear a transfer, 7 sec to ring back for inbound callers... all in the package and and easy switch to program. of course i've done a dozen different vendors, and i just started with the grey boxes in 78. it's doable just need someone to set down and explain how many, how fast and how clean... the how much is on the marketing side... maybe two dozen techs i've met could actully put it together, and keep smiling.. i cna't believe i even get paid for this...

john poole
bellsouth business
columbia,sc

 

[rmgt]

Hey man that was a long one ;-)

Ok, now the main question for me is:

if I want to have a networked Symposium and I do my data over VPN... and then link the two PBXs using some PRIs and leased lines... would that appear from a call center point of view as one PBX...

in the sense... would the networked PBXs be able to transfer calls

 

[rmgt]

Please help guys

 

[rfwhite]

I can give you a partial yes. We have a similar scenario except 1) not international- all in N. America and 2) we use a true private data network and pris instead of a VPN. The appearance to the caller is transparent.

 

[rmgt]

I am not 100% familiar with Nortel networking options.. but if I'm getting it right... the only network aware component for nortel would be Symposium Server rather, and the two PBXs will be linked using normal PRIs.

 

[rfwhite]

That's the way this one works. We don't have VOIP yet, but I'm guessing there will be ip replacements available soon for the pris if not already.

 

[rmgt]

rfwhite,

Do you have any CTI talking to Symposium? like ct connect? if so, do you have it on each site, or just in one site?

 

[rmgt]

any help?

 

[rfwhite]

Yes, we have custom screen pop interaction with both switches that I presume are similar to the ct connect application. We extract the MLSM data stream from Symposium.

 

[rmgt]

Thanks, that was a great help.