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Decommissioning Contact Center

Decommissioning Contact Center

Decommissioning Contact Center

Our IT Service Desk is now functioning on Cisco Contact Center Express. We have the CS1000E and the CUCM bridged so folks with Nortel phones can get to folks that have the Cisco phones and vice versa during our transition. (Pretty slick!)

My question is, when we've cut over Non-ACD phones to Cisco, I've just outed their Nortel/Avaya TNs. However, with ACD phones, like the IT Service Desk contact center (Avaya Aura CC), I've de-acquired the sets in AACC and outed the Service Desk CDN.

Seems to me that this should be sufficient to keep calls out of their old contact center. May be a silly question, but any reason I'd need to out their ACD (contact center) phone TN's?

RE: Decommissioning Contact Center

If you remove the CDN there will be no call routing on the old AACC. I am assuming that you are directing calls to those CDN's to the Cisco now. You don't need to remove the ACD sets if you are not routing. They shouldn't get calls, unless there is some type of routing to the ACDN on those phones.

John Anaya
Amdocs Inc.
ACSS/ACIS - CS1000 Rls 7.5/Call Pilot 5
ACSS/ACIS - SME - IP Office 8.0
APSS/APDS - Avaya UC Services

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